Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
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United States of America Patent
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Jul 28, 2009
Grant Date -
N/A
app pub date -
Mar 22, 2005
filing date -
Mar 22, 2005
priority date (Note) -
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status (Latency Note)
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Abstract
The present invention is directed to a contact processing system that includes: (a) a gateway operable to receive an incoming contact and transmit at least one TTY character to the contactor; and (b) a TTY contact identifier operable to (i) determine whether a TTY response is received within a selected time from the contactor, wherein steps (b) and (c) are performed before the contact is routed to a contact center resource; (ii) when a TTY response is received within the selected time, rout the contact to a TTY-enabled contact center resource; and (iii) when no TTY response is received within the selected time, process the contact as a non-TTY-enabled contact.
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