Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress

摘要

A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.

主权项

1. A multimedia router, comprising:
a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a current communication session between a customer and a first agent, wherein the current communication session utilizes a first communication medium;receive, from the first agent, a request for second communication with a second agent using a second communication medium different from the first communication medium;identify the second agent from a plurality of second agents based on a prediction of availability of the second agent;establish the second communication using the second communication medium between the first agent and the second agent, while maintaining the current communication session between the customer and the first agent, for engaging in the current communication session between the first agent and the customer concurrently with the second communication between the first agent and the second agent;transfer, automatically, to the second agent when the second communication is established, caller information and data corresponding to the current communication session; andjoin the second agent to the current communication session for establishing a third communication between the customer and the second agent using the first communication medium, wherein the joining is in response to the second communication between the first agent and the second agent using the second communication medium.