Patent application number | Description | Published |
20090262917 | DELIVERY OF CALL DATA IN A COMMUNICATION SYSTEM - A method may include receiving a call having call data, determining that the call data cannot be forwarded along a call path, assigning an identifier to the call data, forwarding the call along the call path without the call data, and storing the call data and the identifier at a device outside the call path. | 10-22-2009 |
20090285381 | PARKING AND ROUTING NETWORK CALLS AND SESSIONS - A device may process a call, receive a request to forward the call at a call extension point, obtain information about parked calls from a queue that stores information associated with the parked calls, determine whether the call may be parked or forwarded to a terminating device based on the information, park the call at the call extension point when it is determined that the call may not be forwarded, and forward the call to the terminating device when it is determined that the call may be forwarded. | 11-19-2009 |
20120148036 | SYSTEMS AND METHODS FOR HANDLING CALLS ASSOCIATED WITH AN INTERACTIVE VOICE RESPONSE APPLICATION - A method for processing a call is provided. The method includes receiving an inbound call leg via a network device. The inbound call leg is processed using an interactive voice response (IVR) device, and an outbound call leg is generated based on processing the inbound call leg. The outbound call leg is made available to the network device. The inbound call leg and the outbound call leg are handed off from the IVR device to the network device. | 06-14-2012 |
20130054635 | PROCURING COMMUNICATION SESSION RECORDS - A device may receive a session retrieval command corresponding to session metadata provided to a user via a user interface. The session retrieval command may include a request for session data corresponding to a communication session. The device may identify a first session service device, corresponding to the communication session, based on the session retrieval command, where the first session service device is to provide a first session service to communication sessions. The device may communicate with the first session service device to obtain a first set of session data corresponding to the communication session, generate a communication session record based on the first set of session data, and provide the communication session record to the user via the user interface. | 02-28-2013 |
20130148792 | IVR COMMUNICATION SESSION ROUTING AND RECORDING - A method may include receiving, by a computing device, a communication session invitation from a user device and determining, by the computing device, whether a communication session, corresponding to the communication session invitation, is to be recorded. The method may also include, when the communication session is to be recorded, identifying, by the computing device, a record mode, corresponding to the communication session, from a group of record modes. The method may further include establishing, by the computing device, recording services corresponding to the record mode, and establishing, by the computing device, the communication session with the user device. The method may also include, when the communication session is not to be recorded, establishing, by the computing device, the communication session with the user device. | 06-13-2013 |
20130148793 | IVR RECORDING CONTINUITY CONTROL - A computing device may establish a communication session with a user equipment device (UE). The computing device may interact with the UE via interactive voice response (IVR) services and enable a first portion of the communication session to be recorded using a first recording mode. The computing device may out-dial a second portion of the communication session and enable a second portion of the communication session to be recorded using a second recording mode. A recording mode may include recording a portion of a communication session locally, streaming a portion of the communication session to a recording system, or out-dialing a portion of the communication session to enable a communication session tap to be placed on the out-dialed portion of the communication session. | 06-13-2013 |
20130148794 | IVR RECORDING MANAGEMENT AND CONTROL - A computing device may receive a record order from a client device. The record order may include recording instructions for a communication session involving an interactive voice response recording system. The computing device may provide the record order to the interactive voice response recording system and, in response to providing the record order to the interactive voice response recording system, receive record metadata corresponding to the communication session and store the record metadata locally. The record metadata may include a storage location of record data corresponding to the communication session, and the record data may include a recording of the communication session. | 06-13-2013 |
20130223605 | AVOIDING FAILED ROUTES - A system may include a failed route avoidance device. The failed route avoidance device may receive a notification that a record, of a call that failed to be extended to a contact agent in a customer network, is inserted into a failed call list; determine whether an identifier for the contact agent associated with the call is to be placed in an avoidance list based on a response code that a network element sends, to a call router that received the call, when the a connection from the call at the call router to the contact agent fails to be established; generate an avoidance record when the failed route avoidance device determines that the identifier for the contact agent is to be placed in the avoidance list; and send the avoidance record to a configuration device that inserts the avoidance record into the avoidance list. | 08-29-2013 |
20140341366 | CALL CONTROL FOR WEB CALLS - A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction. | 11-20-2014 |
20140344169 | CALL TRANSFERS FOR WEB-DELIVERED CALLS - A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication. | 11-20-2014 |