Verizon Patent and Licensing Inc.

Santosh Bijur

Chandrashekar Srinivasa-Murthy

Achuta Rebala

Vijayanand Arumugam

Juan Vasquez

Prashant B Desai

Parind S Poi

Mayuresh Mohan Hegde

Nikhil Dhoble

Apurva J Sheth

Priyank Johri

DhivyaPriya Venkatachalam

A method, computer program product, and an apparatus for transferring a telephone call and associated data from an IVR system to a live agent or other system are provided. An exemplary embodiment may include a voice portal of the IVR system requesting an access number for a live agent and sending data associated with the telephone call to a CTI system. The CTI system may request and receive a routing label from a router and then send the data associated with the telephone call and the request for an access number to a call center using the routing label provided by the router. The CTI system may receive the access number from the call center and send the access number back through the IVR system to an exchange carrier for transferring the caller to the call center.

Method, computer program product, and apparatus for transferring a call and associated data and an associated system thereof

A system and method may include processing a task assignment request comprising a task type corresponding to a task and querying a database based on the task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation. The system and method may further include determining whether to generate assignment information for assigning the task to the agent workstation based on the agent status information.

Method and system for multimedia contact routing

A method includes receiving a telephone call at a network device and forwarding the telephone call to a proxy device. The method also includes forwarding the telephone call, from the proxy device, to a first voice portal and determining that telephone call should be transferred to a second voice portal. The method further includes forwarding, by the first voice portal, a transfer request to the network device and forwarding, by the network device, the telephone call to a second voice portal.

Voice portal communications

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Allen, TX, United States of America

Santosh Bijur