Patent ID: 11861640
Assignee: TAPTEXT LLC
Field: Digital communication (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. A system for real-time omnichannel voice interaction, comprising:
an interaction control server comprising a first plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive a non-Internet-based phone call from a first user device;
send a call routing request to a routing engine;
receive a call route from the routing engine; and
send the call route to a media translation server

a routing engine comprising a second plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive the call routing request from the interaction control server;
retrieve a plurality of enterprise resources from an enterprise database;
use a routing logic to iterate through the plurality of enterprise resources testing for a successful connection of the non-Internet-based phone call from the first user device to a second user device;
select the first successfully connected enterprise resource as the second user device; and
send the call route to the interaction control server, the call route is between the first user device and the first successfully connected enterprise resource, the first successfully connected enterprise resource being the second user device; and

a media translation server comprising a third plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the third plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive the call route from the interaction control server;
create a first set of interaction control legs between the first user device and the second user device, the interaction control legs comprising a network socket connection via the Internet; masking personally identifying information of the first user from the second user device, and of the second user from the first user device;
establish an Internet-based voice stream between the first user device and the second user device; and
after the Internet-based voice stream is established, disconnect both the first set of interaction control legs and the non-Internet-based phone call.