CPC H04M 3/5232 (2013.01) [H04M 3/5231 (2013.01)] | 15 Claims |
1. A call routing and management method for customer service comprising:
establishing a communicative coupling between a voice gateway and a customer service representative (CSR) management computing system over a data communication network;
receiving a multiplicity of different telephone calls in the voice gateway from over a public switched telephone network (PSTN); and,
for each corresponding one of the telephone calls:
generating a context artifact characterizing at least one aspect of the corresponding one of the telephone calls and appending to the artifact a call identifier for the corresponding one of the telephone calls;
transmitting the context artifact over the communicative coupling to the CSR management computing system along with a request to assign the corresponding one of the telephone calls to a particular agent amongst a multiplicity of agents registered with the CSR management computing system;
parking the corresponding one of the telephone calls in a call queue;
receiving from the CSR management computing system over the data communications network in response to the request, an assigned one of the multiplicity of agents including a network endpoint address to the assigned one of the multiplicity of agents;
establishing a two-way audio link over the data communications network between the voice gateway and the network endpoint address of the assigned one of the multiplicity of agents;
removing the corresponding one of the telephone calls from the call queue and bridging audio between the two-way audio link and the corresponding one of the telephone calls.
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