US 11,689,668 B1
Providing improved contact center agent assistance during a secure transaction involving an interactive voice response unit
Charles S. Mathis, Cumming, GA (US); Jason S. Conner, Stockbridge, GA (US); and Jason P. Ouimette, Berkeley Lake, GA (US)
Assigned to Noble Systems Corporation, Atlanta, GA (US)
Filed by Noble Systems Corporation, Atlanta, GA (US)
Filed on Aug. 20, 2020, as Appl. No. 16/998,260.
Application 16/998,260 is a continuation of application No. 15/628,938, filed on Jun. 21, 2017, granted, now 10,755,269.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 7/00 (2006.01); G06Q 20/38 (2012.01); H04M 3/51 (2006.01); G06Q 20/12 (2012.01); G06Q 30/04 (2012.01); H04M 3/493 (2006.01); G06Q 20/40 (2012.01)
CPC H04M 7/0078 (2013.01) [G06Q 20/12 (2013.01); G06Q 20/382 (2013.01); G06Q 20/403 (2013.01); G06Q 30/04 (2013.01); H04M 3/493 (2013.01); H04M 3/51 (2013.01); H04M 2203/40 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for assisting an agent in a contact center when processing sensitive information from a remote party during a transaction involving sensitive information comprising:
defining a prompt-type parameter indicating whether a prompt for the sensitive information to the remote party is to be provided during the transaction by the agent or by an interactive voice response (“IVR”) playing a recorded prompt;
processing a call by a call handler involving the agent and the remote party;
requesting to the call handler, by the agent using a computer during the call, initiation of the transaction to process the sensitive information during to the call;
connecting the IVR by the call handler with the call using a voice over internet protocol (“VoIP”) call leg;
determining the prompt-type parameter indicates the prompt for the sensitive information is to be provided by the agent;
displaying to the agent on a pop-up window on the computer a first prompt script for entering the sensitive information in response to determining the prompt-type parameter indicates the prompt for the sensitive information is to be provided by the agent;
displaying to the agent on the pop-up window a generic visual indicator (“GVI”) of the sensitive information provided by the remote party; and
displaying to the agent on the pop-up window an indicator that the sensitive information was received.