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:
Apr. 11, 2017
Filed:
Oct. 06, 2015
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Vladislav Baranovsky, San Francisco, CA (US);
Vladimir Mezhibovsky, San Francisco, CA (US);
Anton Brazhnyk, Redwood City, CA (US);
Gregory Jacob Duclos, Thornhill, CA (US);
David H. Anderson, Durham, NC (US);
Ernesto Garcia Garcia, Madrid, ES;
William Edward James, San Ramon, CA (US);
Sonja Hoffman Hemelrijk, Freemont, CA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.