Patent ID: 9501752
Filing Date: 2016-11-22
CPC Classification: G06Q,H04M

Claim Text:
1. A voice over Internet Protocol (VoIP) relay integration management system comprising: a service management application configured to be executed on a computer, wherein said service management application comprises an application database, a field management setup screen, a task management screen and a call reporting screen; a VoIP phone server comprising a phone service database; wherein said service management application, via said field management setup screen, wherein, via said task management screen, said service management application wherein said service management application assigns said available phone number from said multiple phone numbers to said at least one task when said second selection is enabled, and wherein said VoIP phone server is synced with said assigned available phone number, such that said assigned available phone number is used to route calls from said at least one field agent to said contact phone number associated with said at least one client, assigns phone numbers with caller identifications from said at least one phone number assigned with a caller identification to each of said at least one task associated with said at least one client when said third selection is enabled, saves said phone numbers assigned with caller identifications in said application database, and identifies which phone number assigned with said caller identification from said saved phone numbers said at least one client will use to receive a call from said at least one field agent, and enables said at least one client to call said at least one agent via said identified phone number dispatches said at least one task to said at least one field agent to enable said at least one field agent to call said at least one client associated with said at least one task, communicates the identified phone number with said caller identification from said saved phone numbers to said at least one field agent, indicating a number the at least one field agent will be making one or more call with to the at least one client, wherein said at least one field agent does not receive said contact phone number associated with said at least one client and only receives said assigned phone number selected from the saved phone numbers assigned with caller identifications, wherein when said at least one field agent calls said at least one client via said assigned phone number selected from the saved phone numbers assigned with caller identifications wherein said service management application calculates an average response time of said response time of all of said one or more calls generated by said at least one field agent, and displays said average response time wherein said average response time is calculated based on one or more of said at least one field agent, an area of said at least one task, a date of said at least one task and a type of task of said at least one task.