WO2004079979A3 - Method and system for providing network interactive voice response with intelligent call routing integration - Google Patents

Method and system for providing network interactive voice response with intelligent call routing integration Download PDF

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Publication number
WO2004079979A3
WO2004079979A3 PCT/US2004/006427 US2004006427W WO2004079979A3 WO 2004079979 A3 WO2004079979 A3 WO 2004079979A3 US 2004006427 W US2004006427 W US 2004006427W WO 2004079979 A3 WO2004079979 A3 WO 2004079979A3
Authority
WO
WIPO (PCT)
Prior art keywords
voice response
available agent
intelligent call
interactive voice
call
Prior art date
Application number
PCT/US2004/006427
Other languages
French (fr)
Other versions
WO2004079979A2 (en
Original Assignee
Worldcom Inc
Davis Linda K
Hutton Daniel T
Kent Belinda A
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Worldcom Inc, Davis Linda K, Hutton Daniel T, Kent Belinda A filed Critical Worldcom Inc
Publication of WO2004079979A2 publication Critical patent/WO2004079979A2/en
Publication of WO2004079979A3 publication Critical patent/WO2004079979A3/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party

Abstract

An approach for providing interactive voice response services is disclosed. A voice response platform receives a call and generates an automated menu in response. The menu, according to one embodiment, includes an option to transfer the call to an available agent and in response thereto the voice response platform transmits a request for the available agent to an intelligent call router (ICR) over a communications network. The intelligent call router receives the request for the available agent and transmits identification information for the available agent to the voice response platform. The voice response platform then transfers the call to the available agent based on the identification information for the available agent.
PCT/US2004/006427 2003-03-04 2004-03-03 Method and system for providing network interactive voice response with intelligent call routing integration WO2004079979A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/378,713 US7221753B2 (en) 2003-03-04 2003-03-04 Method and system for providing network interactive voice response with intelligent call routing integration
US10/378,713 2003-03-04

Publications (2)

Publication Number Publication Date
WO2004079979A2 WO2004079979A2 (en) 2004-09-16
WO2004079979A3 true WO2004079979A3 (en) 2005-01-06

Family

ID=32926541

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2004/006427 WO2004079979A2 (en) 2003-03-04 2004-03-03 Method and system for providing network interactive voice response with intelligent call routing integration

Country Status (2)

Country Link
US (1) US7221753B2 (en)
WO (1) WO2004079979A2 (en)

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Also Published As

Publication number Publication date
US20040174979A1 (en) 2004-09-09
US7221753B2 (en) 2007-05-22
WO2004079979A2 (en) 2004-09-16

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