ROUTING NON-VOICE INTERACTIONS IN CALL CENTERS OR CONTACT CENTERS VIA EXISTING TRADITIONAL COMPUTER TELEPHONE INTEGRATION SYSTEMS

摘要

A method(s) and system(s) through which non-voice interactions or activities can be routed through existing systems presently utilized for voice (or telephone call) routing.

主权项

1. A method for establishing a video conference between a customer and a call center over a voice interaction routing system, the method comprising:
receiving a request for a video conference from the customer at a server that is configured to communicate with the voice interaction routing system; generating, using the server, a unique dummy phone number for the request that is mutable over the voice interaction muting system; acquiring, using the server, associated data from the customer and the request, and storing the associated data together with the unique dummy phone number in a database; generating, using the server, a call to the voice interaction routing system using the unique dummy phone number; receiving the call at the voice interaction routing system and using the voice interaction routing system to route the call to a computer at the call center; determining, using the computer, that the received call has the unique dummy phone number; acquiring, using the computer, the stored associated data from the database based on the unique dummy phone number; and establishing, using the computer, the video conference between the customer and the call center using the associated data.