Patent ID: 8611526

Claim:
A Cross-platform Message Module/Processing Module (CTIEX, Computer Telecommunication Integration Exchanger) for implementing channel associated data transmission between an agent and a cross-platform Interactive Voice Response (IVR) service, wherein during the IVR service, a customer is responded by automatic voice or video without human intervention, the CTIEX comprising a message module and a processing module, wherein the message module is configured to during a conversation between the customer and the agent, receive a request message sent from the agent for transferring the customer to the cross-platform IVR service through a core network and initiate a connection request massage to the cross-platform IVR service, wherein the connection request massage comprises the call serial number, and receive a channel associated data request message transmitted by the cross-platform IVR service, and transmit channel associated data organized by the processing module to the cross-platform IVR service; and the processing module is configured to analyze a current call serial number in the connection request message received by the message module, and analyze a call serial number in the channel associated data request message received by the message module to search out agent-associated information and organize channel associated data, wherein the cross-platform IVR service includes an IVR voice/video service, and the channel associated data includes a service result of the IVR service.