Patent ID: 8254557
Filing Date: 2012-08-28
Classification: H04L,H04M

Abstract:
1. A method comprising: establishing, by a contact center, a Voice over Internet Protocol (VoIP) call between a caller and a first agent, wherein the first agent is located at a first voice input device at a first location that is remote from the contact center; receiving, at the contact center and while the VoIP call is in progress, a first signal indicating that the VoIP call is experiencing degradation in a voice quality characteristic of the VoIP call; responsive to the first signal, connecting a supervisor device to the VoIP call while the VoIP call is in progress; receiving, at the contact center and while the VoIP call is in progress, a second signal from the supervisor device, the second signal indicating confirmation that the VoIP call is experiencing degradation in the voice quality characteristic of the VoIP call; and responsive to the second signal, connecting to the VoIP call, while the VoIP call is in progress, a second agent located at a second voice input device at a second location that is remote from the contact center and from the first location.