Patent ID: 9584668
Date: 2017-02-28
CPC Classifications: G06F,G06Q,H04M

Claim:
1. A computer-implemented method of managing a call agent to call agent telephone call transfer, the method executed by one or more processors programmed to perform the method, the method comprising: receiving, by a first call agent located at a contact center, a customer call from a customer and customer call information for responding to the customer call; generating, via one or more processors, a customer call key corresponding to the customer call information, wherein the customer call key is transferred from call agent to call agent in a computer-telephony integration system when the customer call is transferred; storing, via the one or more processors, the customer call information and the customer call key as a reference to the corresponding customer call information in a database; transferring the customer call, via the one or more processors, from the first call agent to a second call agent along with the customer call key without transferring the customer call information; using the call key to retrieve, via the one or more processors, the customer information associated with the customer call key from the database; and presenting, via the one or more processors, the customer call information on a display for use by the second call agent during the customer call with the customer to facilitate alleviating electronically transferring sensitive information between call agents and to reduce an amount of data electronically transferred between call agents during telephone call transfers.