Microsoft Technology Licensing, LLC

Andreas Strebel

Rajesh Ramanathan

Amritansh Raghav

Srivatsa K Srinivasan

Michael Trommsdorff

Timothy Mark Moore

Stephane Taine

Lokesh Srinivas Koppolu

Krishnamurthy Ganesan

Ramesh Krishna Vyaghrapuri

Pradipta Kumar Basu

Brian Scott Stucker

Ankit Tandon

Sundar Anantharaman

Aatif Awan

A park request is received from a first computing system. The park request is a request to park a conversation between a user of the first computing system and a user of a second computing system. The park request conforms to a protocol that supports parking and unparking of conversations having a first modality and conversations having a second modality. Furthermore, an unpark request is received from a third computing system. The unpark request is a request to unpark the conversation. Referral information is sent to the third computing system. The referral information enables the third computing system to establish a communication session to carry the conversation.

Parking and un-parking of conversations in multiple modalities

The entry and transmission of notes to recipients along the conversation chain. Notes can be created based on an incoming caller. The notes can be transmitted to the conversation recipient for viewing before, during, and after the recipient accepts the conversation. This is facilitated by a communications client that operates to allow entry of the notes, and forwarding of the call recipient via a SIP framework. Moreover, notes previously taken and/or information provided manually and/or automatically by the communications system can be provided to an agent (e.g., ACD, receptionist) receiving the conversation, at any point in the conversation chain for quick identification not only of the conversation source but of previous information already collected.

Extensible and secure transmission of multiple conversation contexts

Techniques for transfer error recovery are described. A system may comprise a context generator module operative to record context information for a first call session between a first call terminal and a call system resource, and store the context information with a context identifier in a context table. The system may include a transfer error context module to couple to the context generator module, the transfer error context module operative to generate transfer error context information having the context identifier. The system may include a call transfer module to couple to the transfer error context module, the call transfer module operative to send the transfer error context information to the first call terminal for use in case of a transfer failure event. Other embodiments are described and claimed.

Techniques for transfer error recovery

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Staufen, Switzerland

Andreas Strebel