Patent ID: 8565386
Filing Date: 2013-10-22
Classification: H04L,H04M

Abstract:
1. A process, comprising: providing a telephony module having discrete first and second modes for a given contact, the second mode enabling voice-only communications and the first mode enabling a communication media other than voice; determining, by a computer-executable contact type identification module, a corresponding media type for a first incoming contact, wherein determining the corresponding media type is based on at least one of: selecting, by a computer-executable mode controller and based on the determined corresponding media type, one of the first and second modes; causing, by the computer-executable mode controller, the telephony module to switch to the selected one of the first and second modes; selecting, by the computer-executable mode controller and based on the determined corresponding media type, at least one of a media support module executing on a computer station of a contact center agent and an auxiliary telecommunication device associated with the contact center agent; and wherein the at least one of a media support module and the auxiliary telecommunication device comprises a plurality of telecommunication devices for the deaf, wherein each of the plurality of telecommunication devices for the deaf corresponds to a different teletypewriter protocol, and wherein each of the teletypewriter protocols corresponds to a different media type.