Patent ID: 9712674
Date: 2017-07-18
CPC Classifications: H04L,H04M

Claim:
1. A method, comprising: receiving, by a network device in a service provider network, an incoming call, from a caller, to a telephone number associated with a customer; applying, by the network device, an interactive voice response (IVR) script corresponding to the customer; determining, by the network device, that the caller wants to speak to an agent; establishing a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer, the ACD being outside the service provider network, wherein the secure duplex communication channel is dedicated for use in managing the incoming call; informing, by the network device via the secure duplex communication channel, the ACD that an agent is needed for the incoming call; and receiving, by the network device via the secure duplex communication channel, instructions from the ACD to manage the incoming call.