Method and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical transaction while connected to the IVR

Method and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical transaction while connected to the IVR

Methods and apparatus for controlling the ability of an ACD server to pull back a call from an IVR server and for allowing an ACD caller to complete a critical transaction while connected to an IVR include special processing and network signaling which enable the ACD to set a pull back status flag a...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: STUMER, PEGGY MARIE, WODKA, EUGENE
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
Online-Zugang:Volltext bestellen
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:Methods and apparatus for controlling the ability of an ACD server to pull back a call from an IVR server and for allowing an ACD caller to complete a critical transaction while connected to an IVR include special processing and network signaling which enable the ACD to set a pull back status flag and grant permission to the IVR to request a change in the pull back status flag. An exemplary protocol and message encoding are disclosed.