Patent ID: 8199902
Filing Date: 2012-06-12
Classification: H04M

Abstract:
1. A method comprising: receiving a communication from a caller at an Interactive Voice Response (IVR) system; producing a document including information relating to said communication by said IVR; sending said document to a service; transferring said communication to a Computer Telephony Integration (CTI) server, said communication including an address for retrieving said document from said service, wherein said address is contained in a User-to-User Information (UUI) field of a telephone signaling system, wherein said transferring said communication to CTI server takes place on a separate network rather than within the same network that the receiving a communication at an IVR is made on; receiving said communication including an address for retrieving said document at said CTI server and passing said UUI to a Customer Relationship Management (CRM) application; retrieving said document using said address; and parsing said document by said CRM application to produce a screen pop providing a display of caller data.