Integrated voice and data communications environment

Patent metadata

Field	Value
Publication number	US-10764338-B2
Application number	US-201916261119-A
Country	US
Kind code	B2
Filing date	Jan 29, 2019
Priority date	Jan 29, 2019
Publication date	Sep 1, 2020
Grant date	Sep 1, 2020

Abstract

A system for an integrated voice and data communications environment is disclosed. The system may receive a voice call and assign the voice call to a first communications environment. The system may store call related data from the first communications environment. The system may receive a request for communications transfer and transfer the voice call from the first communications environment to a second communications environment in response to the request. The system may pass the call related data from the first communications environment to the second communications environment.

First claim

What is claimed is:

1. A method, comprising:
receiving, by a computer-based system, a voice call;
assigning, by the computer-based system, the voice call to a first communications environment associated with the computer-based system;
storing, by the computer-based system, call related data from the first communications environment in a data translation environment accessible to both the first communications environment and a second communications environment, wherein the data translation environment is configured to generate one or more data links between one or more data records stored in the data translation environment and one or more unique session identifiers;
receiving, by the computer-based system, a request for communications transfer from the first communications environment;
transferring, by the computer-based system, the voice call from the first communications environment to a second communications environment associated with the computer-based system, in response to the request for the communications transfer; and
passing, by the computer-based system, the call related data from the first communications environment to the second communications environment.

2. The method of claim 1 , further comprising:
generating, by the computer-based system, a particular unique ID in response to the request for communications transfer from the first communications environment to the second communications environment;
associating, by the computer-based system, the particular unique ID with the call related data to generate an associated data; and
passing, by the computer-based system, the particular unique ID from the first communications environment to the second communications environment.

3. The method of claim 2 , further comprising:
inserting, by the computer-based system, the particular unique ID into a user to user information header;
passing, by the computer-based system, the user to user information header from the first communications environment to the second communications environment;
stripping, by the computer-based system, the particular unique ID from the user to user information header; and
recalling, by the computer-based system, the associated data based on the particular unique ID.

4. The method of claim 3 , further comprising:
generating, by the computer-based system, a data populated call request based on the associated data;
assigning, by the computer-based system, the data populated call request to an agent terminal of the second communications environment; and
displaying, by the computer-based system, a data of the data populated call request via the agent terminal.

5. The method of claim 3 , wherein the first communications environment is configured to pass the user to user information via a first protocol, and wherein the second communications environment is configured to pass the user to user information via a second protocol.

6. The method of claim 5 , further comprising:
suffixing, by the computer-based system, a random number with a target indicator to generate the particular unique ID; and
converting, by the computer-based system, the user to user information from the second protocol in decimal form to the first protocol in hexadecimal form with delimiters.

7. The method of claim 6 , wherein the first protocol is a session initiation protocol, and wherein the second protocol is at least one of an adjunct switch application interface protocol or a GED-145 protocol.

8. A system comprising:
a processor; and
a tangible, non-transitory memory configured to communicate with the processor,
the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
receiving, by the processor, a voice call;
assigning, by the processor, the voice call to a first communications environment;
storing, by the processor, call related data from the first communications environment in a data translation environment accessible to both the first communications environment and a second communications environment, wherein the data translation environment is configured to generate one or more data links between one or more data records stored in the data translation environment and one or more unique session identifiers;
receiving, by the processor, a request for communications transfer from the first communications environment;
transferring, by the processor, the voice call from the first communications environment to a second communications environment, in response to the request for the communications transfer; and
passing, by the processor, the call related data from the first communications environment to the second communications environment.

9. The system of claim 8 , wherein, when executed, the instructions further cause the processor to perform operations comprising:
generating, by the processor, a particular unique ID in response to the request for communications transfer from the first communications environment to the second communications environment;
associating, by the processor, the particular unique ID with the call related data to generate an associated data; and
passing, by the processor, the particular unique ID from the first communications environment to the second communications environment.

10. The system of claim 9 , wherein, when executed, the instructions further cause the processor to perform operations comprising:
inserting, by the processor, the particular unique ID into a user to user information header;
passing, by the processor, the user to user information header from the first communications environment to the second communications environment;
stripping, by the processor, the particular unique ID from the user to user information header; and
recalling, by the processor, the associated data based on the particular unique ID.

11. The system of claim 10 , wherein, when executed, the instructions further cause the processor to perform operations comprising:
generating, by the processor, a data populated call request based on the associated data;
assigning, by the processor, the data populated call request to an agent terminal of the second communications environment; and
displaying, by the processor, a data of the data populated call request via the agent terminal.

12. The system of claim 10 , wherein the first communications environment is configured to pass the user to user information via a first protocol, and wherein the second communications environment is configured to pass the user to user information via a second protocol.

13. The system of claim 12 , wherein, when executed, the instructions further cause the processor to perform operations comprising:
suffixing, by the processor, a random number with a target indicator to generate the particular unique ID; and
converting, by the processor, the user to user information from the second protocol in decimal form to the first protocol in hexadecimal form with delimiters.

14. The system of claim 13 , wherein the first protocol is a session initiation protocol and wherein the second protocol is at least one of an adjunct switch application interface protocol or a GED-145 protocol.

15. An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a computer-based system, cause the computer-based system to perform operations comprising:
receiving, by the computer-based system, a voice call;
assigning, by the computer-based system, the voice call to a first communications

Assignees

• American Express Travel Related Services Co Inc

Inventors

• Ahlawat Archit
• Lawrence Mark
• Shivarudrappa Jagadish
• Soman Jiju

Classifications

• H04L69/08

  Protocols for interworking; Protocol conversion · CPC title

• H04L65/1083 Primary

  In-session procedures · CPC title

• H04L65/1069 Primary

  Session establishment or de-establishment · CPC title

• H04L65/1104

  Session initiation protocol [SIP] · CPC title

• H04M2203/2038

  Call context notifications · CPC title