Techniques are described herein for providing telephony users with improved context of the conversation for calls in progress by providing a real-time call transcript as long as the device has access to the call Identifier (ID) / dialog ID of the session in which they are interested. The call ID / dialog ID is shared with other telephony devices for various telephony features such as shared line, barge, transfer, whisper coaching, etc. The call transcript may be passed to a transfer target as the call is transferred for further handling. Moreover, agent calls may be monitored or the transcript of a call may be quickly obtained for the purpose of whisper coaching even if the supervisor joins the conversation late. Also, in shared line use cases, a boss/administrator can examine the call transcript to gather call context, allowing the boss/administrator to understand the conversation thus far before resuming or barging in.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Vashisht, Vikas, "SHARING CONVERSATION CONTEXT USING CALL TRANSCRIPTS IN REAL-TIME ACROSS TELEPHONY DEVICES", Technical Disclosure Commons, (June 25, 2019)