Importance

Loading Importance Indicators...

Abstract

A system and method for transferring voice and data from an outbound call platform to an inbound call platform. The outbound and inbound call platforms are separate hardware platforms connected to a controlling device using computer telephone integration (CTI) links and connected together using one or more communication paths, such as trunks or T1 lines. If an outbound agent connected to the outbound call platform determines that an outbound call should be handled by an inbound agent connected to the inbound call platform, the outbound agent can request a transfer of that outbound telephone call. The outbound dialer then transfers the voice portion of the outbound telephone call to a predetermined extension on the inbound platform, and the inbound platform assigns a call ID to the transferred outbound call. The transferred outbound call is assigned to the appropriate ACD queue until an inbound agent is available to handle the call. When the voice portion of the call arrives at the headset of the available inbound agent, the call ID is used to correlate the data portion pertaining to the called party with the voice portion, thereby eliminating the need for the inbound agent to request data and manually enter data pertaining to the outbound telephone call.

Loading the Abstract Image...

First Claim