| US 11,792,328 B2 | ||
| Call context transfer from one call center system to other call center system(s) | ||
| Shiva Agarwal, Sammamish, WA (US); Alexander Adam Fennell, Philadelphia, PA (US); Anabela da Silva Carvalho Heliszkowski, Kirkland, WA (US); Hayley Kara Howell, Los Altos, CA (US); Peter Burr Nilsson, Mercer Island, WA (US); Puneet Singh Sohi, Renton, WA (US); Daniel Blaine Thorington, Tacoma, WA (US); Stephanie Ann English, Woodinville, WA (US); Sathak Abdul Hameed Sathakathulla, Bellevue, WA (US); and Abhas Brahma, Issaquah, WA (US) | ||
| Assigned to MICROSOFT TECHNOLOGY LICENSING, LLC, Redmond, WA (US) | ||
| Filed by Microsoft Technology Licensing, LLC, Redmond, WA (US) | ||
| Filed on Nov. 18, 2021, as Appl. No. 17/529,796. | ||
| Prior Publication US 2023/0156125 A1, May 18, 2023 | ||
| Int. Cl. H04M 3/58 (2006.01); H04M 3/51 (2006.01) | ||
| CPC H04M 3/58 (2013.01) [H04M 3/51 (2013.01)] | 20 Claims |
|
1. A system, comprising:
at least one processor circuit; and at least one memory that stores program code configured to be executed by the at least one processor circuit, the program code comprising:
a call context service configured to:
receive a first request, from a first call center system communicatively coupled to the call context service, comprising context associated with a communication session established between a first communication session participant and a second communication session participant, the second communication session participant being an agent of the first call center system;
responsive to receiving the first request, store the context included in the first request in a data store communicatively coupled to the call context service;
provide a first response, to the first call center system, comprising a phone number of a second call center system, communicatively coupled to the call context service, to which the first communication session participant is to be transferred;
receive a second request, from the second call center system, for the context; and
provide a second response, to the second call center system, comprising the context.
|