Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress
View Patent ↗A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.
1. A multimedia router, comprising:
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a current communication session between a customer and a first agent using a first communication medium;
receive, from the first agent, a request for second communication with a second agent using a second communication medium different from the first communication medium;
establish the second communication using the second communication medium between the first agent and the second agent, while maintaining the current communication session between the customer and the first agent;
transfer, automatically, to the second agent when the second communication is established, caller information and data corresponding to the current communication session; and
join the second agent to the current communication session for establishing a third communication between the customer and the second agent using the first communication medium.
2. The multimedia router of claim 1 , wherein the instructions further cause the processor to identify the second agent from a plurality of second agents based on a prediction of availability of the second agent and an amount of handling time left for finishing current transactions among the second agents.
3. The multimedia router of claim 1 , wherein the first agent remains a party to the current communication session with the customer after the second agent joins the current communication session.
4. The multimedia router of claim 3 , wherein the instructions further cause the processor to disconnect the first agent from the current communication session after second agent joins the current communication session.
5. The multimedia router of claim 1 , wherein the instructions further cause the processor to establish a conference call between the first agent, the second agent, and the customer.
6. The multimedia router of claim 1 , wherein the instructions further cause the processor to identify another second agent in response to the second agent not accepting the request for the second communication.
7. The multimedia router of claim 1 , wherein the instructions further cause the processor to display the request for the second communication between the first agent and the second agent as a visual or audio alert on a terminal operated by the second agent.
8. The multimedia router of claim 1 , wherein the current communication session is a voice communication session, and the second communication is a non-voice communication.
9. The multimedia router of claim 1 , wherein the instructions further cause the processor to provide data about the current communication session to the second agent.
10. The multimedia router of claim 1 , wherein the instructions further cause the processor to enable the second communication between the first agent and the second agent after joining the second agent to the current communication session.
11. A method for routing calls, the method comprising:
identifying, by a processor, a current communication session between a customer and a first agent using a first communication medium;
receiving, by the processor, from the first agent, a request for second communication with a second agent using a second communication medium different from the first communication medium;
establishing, by the processor, the second communication using the second communication medium between the first agent and the second agent, while maintaining the current communication session between the customer and the first agent;
transferring, by the processor, automatically, to the second agent when the second communication is established, caller information and data corresponding to the current communication session; and
joining, by the processor, the second agent to the current communication session for establishing a third communication between the customer and the second agent using the first communication medium.
12. The method of claim 11 , further comprising identifying, by the processor, the second agent from a plurality of second agents based on a prediction of availability of the second agent and an amount of handling time left for finishing current transactions among the second agents.
13. The method of claim 11 , wherein the first agent remains a party to the current communication session with the customer after the second agent joins the current communication session.
14. The method of claim 11 , further comprising disconnecting, by the processor, the first agent from the current communication session after second agent joins the current communication session.
15. The method of claim 11 , wherein joining the second agent to the current communication session includes establishing, by the processor, a conference call between the first agent, the second agent, and the customer.
16. The method of claim 11 , further comprising identifying, by the processor, another second agent in response to the second agent not accepting the request for the second communication.
17. The method of claim 11 , further comprising displaying, by the processor, the request for the second communication between the first agent and the second agent as a visual or audio alert on a terminal operated by the second agent.
18. The method of claim 11 , wherein the current communication session is a voice communication session, and the second communication is a non-voice communication.
19. The method of claim 11 , further comprising providing, by the processor, data about the current communication session to the second agent.
20. The method of claim 11 , further comprising enabling, by the processor, the second communication between the first agent and the second agent after joining the second agent to the current communication session.