IP Library › Granted Patent US 12,381,983
Granted Patent B2
US 12,381,983 · App. 18/117,905 · Granted Aug 5, 2025

System and method for managing communications in a networked call center

Inventors: Ana Priscila Vieira Alves dos Santos (Lisbon, PT); Bin Ren (Hubei, CN); Francisca Gomes Leal Santiago Pinto (Lisbon, PT); Jose Miguel Fernandes Do Seixo Soares Guilherme (Lisbon, PT); Xingchen Zhang (Hubei, CN)
Assignee: Talkdesk, Inc.
H04M3/5232H04M3/5238
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Quick Facts
Patent No.
US 12,381,983
App. No.
18/117,905
Granted
Aug 5, 2025
Kind
B2
Abstract

Disclosed implementations include a sequence of logic in a call center system to facilitate warm transfer operations, including when the warm transfer is to a party that is not part of, or integrated with, the call center. Disclosed implementations utilize a connection module to capture and parse connection information, such as a phone number, in a web page or other display on an agent's terminal. The connection information is replaced with a link that can be recognized by the call center and visually recognized by the agent. This provides the agent with a “click-to-call” function that can be used to achieve connection to a third-party expert or associated web page. The connection module ascertains the agent's status in the call center system, and connection logic is applied, based on the status, to execute an appropriate connection strategy in response to selection of the click-to-call operation by the agent.

Claims (31)

1. A method of initiating communications within an automated call center, the method comprising:

parsing, by a browser plug-in installed in a web browser of a call center agent, text of a web page of a third-party consultant to obtain parsed text;

applying at least one of an expression format to the parsed text to identity at least one set of connection data in the parsed text;

identifying segments of the at least one set of connection data;

inserting the segments into a data structure in accordance with a URL schema compatible with a communication routing module of the automated call center;

converting the data structure into a link that is displayed on a user interface of an agent computing device;

in response to selection of the link by the agent through the user interface,

transmitting a communication request to the routing module;

querying a call status of the agent;

calling, by the routing module, an application of the automated call center that is specified by the routing request; and

initiating a communication with the third-party consultant in accordance with at least one rule which includes the status of the agent as a rule parameter.

2. The method of claim 1 , wherein the initiating comprises:

establishing an outbound communication between the agent and the third-party consultant when status of the agent is idle.

3. The method of claim 1 , where the connection data includes a phone number.

4. The method of claim 1 , wherein the initiating comprises establishing an outbound communication between the agent and the third-party consultant and placing a current communication being handled by the agent on hold when the status of the agent is active.

5. A contact center system for initiating communications within an automated call center, the system comprising:

an agent computing device having a browser plugin executing thereon, the browser plugin, when executed by a processor of the agent device, being operative to:

parse, text of a web page of a third-party consultant displayed in the agent computing device to obtain parsed text;

apply at least one of an expression format to the parsed text to identity at least one set of connection data in the parsed text;

identify segments of the at least one set of connection data;

insert the segments into a data structure in accordance with a URL schema compatible with a communication routing module of an automated call center;

convert the data structure into a link that is displayed on a user interface of an agent computing device; and

in response to selection of the link by the agent through the user interface, transmitting a communication request to the routing module;

a call center server having a routing module executing thereon which, when executed by a processor of the call center server, being operative to:

in response to receiving the communication request, querying a call status of the agent;

calling, by the routing module, an application of the automated call center that is specified by the routing request; and

initiating a communication with the third-party consultant in accordance with at least one rule which includes the status of the agent as a rule parameter.

6. The system of claim 5 , wherein the initiating comprises:

establishing an outbound communication between the agent and the third-party consultant when status of the agent is idle.

7. The system of claim 5 , where the connection data includes a phone number.

8. The system of claim 5 , wherein the initiating comprises establishing an outbound communication between the agent and the third-party consultant and placing a current communication being handled by the agent on hold when the status of the agent is active.

Assignments (3)
SECURITY INTEREST Recorded Sep 18, 2025
From: TALKDESK, INC.
To: HSBC BANK USA, N.A.
Reel/Frame 072293/0160 →
SECURITY INTEREST Recorded Jan 24, 2024
From: TALKDESK, INC.
To: HSBC BANK USA, N.A.
Reel/Frame 066226/0834 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Jan 23, 2024
From: ALVES DOS SANTOS, ANA PRISCILA VIEIRA; REN, BIN; SANTIAGO PINTO, FRANCISCA GOMES LEAL; SOARES GUILHERME, JOSE MIGUEL FERNANDES DO SEIXO; ZHANG, XINGCHEN
To: TALKDESK, INC.
Reel/Frame 066219/0661 →
Continuity (1)
Related Publication 20240305716A1 · Sep 12, 2024
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