Patent ID: 9131049
Filing Date: 2015-09-08
Classification: H04M

Abstract:
1. A method of handling a telephone call for an interactive voice response (IVR) system, the method comprising: accepting a telephone call at a call recorder for making an audio recording of the telephone call, wherein the accepting establishes a first connection from a caller through a caller transfer point in a public switched telephone network (PSTN) to the call recorder located in a private hosted telephony network; routing the telephone call from the call recorder to a remote IVR server for dialog processing of the telephone call, wherein the routing establishes a second connection from the call recorder through an IVR transfer point in the PSTN to the remote IVR server; routing a transfer signal received by the call recorder to the caller transfer point, the transfer signal sent from the remote IVR server to place on hold the first connection and the second connection, and to transfer the second connection from the remote IVR server to a human agent for further handling of the telephone call; and dropping the transfer signal at the call recorder to prevent the transfer signal from reaching the caller transfer point, wherein the dropping maintains the first connection as a live connection during the transfer of the second connection.