Routing video and non-voice interactions in call centers or contact centers via existing traditional computer telephony integration systems

Abstract

A method(s) and system(s) through which non-voice interactions or activities can be routed through existing systems presently utilized for voice (or telephone call) routing.

What is claimed is: 
     
         1 . A method for routing a non-voice interaction over an existing voice interaction routing system, the method comprising:
 receiving the non-voice interaction at a server external to the existing voice interaction routing system;   generating an unique identifier for the non-voice interaction and a voice interaction phone number for the non-voice interaction based on the unique identifier;   extracting associated data with the non-voice interaction;   storing the unique identifier, the voice interaction phone number and associated data together in a database;   generating a call to the existing voice interaction routing system using the generated voice interaction phone number;   routing the call over the existing voice interaction routing system to a computer;   determining by using the computer that the call has a generated voice interaction phone number; and   extracting data associated data from the database based on the voice interaction phone number.