Patent ID: 9210274
Filing Date: 2015-12-08
Classification: H04M

Abstract:
1. A method comprising: receiving a call at a first contact center; the first contact center collecting information associated with the call; the first contact center getting a second contact center identifier associated with a second contact center, wherein the second contact center identifier is a Dialed Number Identification Service (DNIS) number; the first contact center associating the second contact center DNIS number with the information; the first contact center storing the second contact center DNIS number and the information in a shared resource independent of the first contact center and the second contact center; the first contact center locking the second contact center DNIS number prior to transferring the call; the first contact center transferring the call to the second contact center, wherein the transferred call includes the second contact center DNIS number; the second contact center receiving the transferred call with the second contact center DNIS number; the second contact center determining if the second contact center DNIS number in the transferred call matches the stored second contact center DNIS number; and the second contact center, responsive to determining that the second contact center DNIS number in the transferred call matches the stored second contact center DNIS number, retrieving the stored information from the shared resource and using stored information in the second contact center corresponding to the stored information in the shared resource, wherein the stored information is available to the second contact center independent of network devices and network protocols between the first contact center and the second contact center.