The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 05, 2025
Filed:
Mar. 06, 2023
Talkdesk, Inc., San Francisco, CA (US);
Ana Priscila Vieira Alves Dos Santos, Lisbon, PT;
Bin Ren, Hubei, CN;
Francisca Gomes Leal Santiago Pinto, Lisbon, PT;
Jose Miguel Fernandes Do Seixo Soares Guilherme, Lisbon, PT;
Xingchen Zhang, Hubei, CN;
Talkdesk, Inc., San Francisco, CA (US);
Abstract
Disclosed implementations include a sequence of logic in a call center system to facilitate warm transfer operations, including when the warm transfer is to a party that is not part of, or integrated with, the call center. Disclosed implementations utilize a connection module to capture and parse connection information, such as a phone number, in a web page or other display on an agent's terminal. The connection information is replaced with a link that can be recognized by the call center and visually recognized by the agent. This provides the agent with a 'click-to-call' function that can be used to achieve connection to a third-party expert or associated web page. The connection module ascertains the agent's status in the call center system, and connection logic is applied, based on the status, to execute an appropriate connection strategy in response to selection of the click-to-call operation by the agent.