Call reconnection

• US 10,142,476 B1
• Filed: 09/08/2017
• Issued: 11/27/2018
• Est. Priority Date: 09/08/2017
• Status: Active Grant

• Current Assignee: Ujet, Inc.
• Original Assignee: Ujet, Inc.
• Inventors: Chen, Eli
• Primary Examiner(s): Nguyen, Khai N.
• Application Number:
  US15/700,019
• Time in Patent Office: 445 Days
• Field of Search: 37921001, 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926507, 37926508, 37926509, 3792651, 37926511, 37926512, 37926513, 37926514, 37926601, 37926602, 37926603, 37926604, 37926605, 37926606, 37926607, 37926608, 37926609, 3792661
• CPC Class Codes: H04M 2203/2088 Call or conference reconnect, e.g. resulting from isdn terminal portability
• CPC Class Codes: H04M 2203/5027 Dropping a party from a conference conducting a computer conference, e.g. admission detection H04L12/1822
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

In various embodiments, a call is received at a call center system from a client device of a caller. Caller connection logic, automatically connects the client device of the caller to a conference line. Agent connection logic automatically connects a call agent to the conference line. Disconnection analysis logic determines that a party to the conference line was disconnected from the conference line, the party to the conference line being one of the client device of the caller and the call agent. Disconnection analysis logic detects an indication that the party was disconnected. Based on the detecting, the reconnection logic automatically initiating a reconnection of the party to the conference line.

Claims

1. A method comprising:

receiving a call at a call center system from a client device of a caller;

automatically connecting, by caller connection logic, the client device of the caller to a conference line;

automatically connecting, by the agent connection logic, a call agent to the conference line;

determining, by disconnection analysis logic, that a party to the conference line was disconnected from the conference line, the party to the conference line being one of the client device of the caller and the call agent; and

automatically initiating, by reconnection logic, a reconnecting of the party to the conference line.

2. The method of claim 1, the party being a first party to the call, the method further comprising detecting that a second party to the call is still connected, the first party and the second party being different from one another.

3. The method of claim 1, the party being a first party to the call, the method further comprising detecting that a second party to the call entered input indicating that the first party was disconnected prematurely, the first party and the second party being different from one another.

4. The method of claim 1, the client device of the caller and the call agent being automatically connected to the conference line even if the client device of the caller and the call agent are the only parties to the call.

5. The method of claim 1, further comprising:

detecting a signal to noise ratio below a threshold on the conference line and automatically connecting the client device of the caller and the call agent to another conference line.

6. The method of claim 1, the automatically reconnecting of the party to the conference line being performed immediately upon the determining that the party was disconnected.

7. The method of claim 1, wherein determining that the party was disconnected includes determining that the disconnection occurred prematurely, based at least on information about the caller.

8. The method of claim 1, wherein determining that the party was disconnected includes determining that the disconnection occurred prematurely, based at least on information collected from the caller upon receiving the call.

9. The method of claim 8,

after a predetermined delay after the determination that the party that was disconnected prematurely, detecting that a second party is still connected;

the automatically reconnecting of the party to the conference line being performed after the predetermined delay.

10. The method of claim 1, wherein automatically connecting the party to the conference line is via a first service provider;

and

reconnecting the party to the conference line includes reconnecting the party using a second service provider that is different than the first service provider.

11. The method of claim 10, the first service provider being a voice over Internet protocol provider.

12. The method of claim 1, the automatically initiating of the reconnecting of the party to the conference line including at least calling back the party that was disconnected.

13. The method of claim 1, the automatically initiating of the reconnecting of the party to the conference line including at least automatically reconnecting the party that was disconnected prior to the party that was disconnected hanging up the phone.

14. The method of claim 1, the conference line including a first addressable socket associated with the caller and a second addressable socket associated with the call agent.

15. A system comprising:

conference line logic configured to establish a conference line;

caller connection logic configured to connect a client device of a caller to the conference line;

agent connection logic configured to connect the agent to the conference line;

disconnection detection logic configured to detect a disconnection of a line that was connected to the conference line;

disconnection analysis logic configured to detect whether the disconnection was premature; and

reconnection logic configured to initiate a reconnecting of the connection that was disconnected.

16. The system of claim 15, further comprising:

conference line quality logic being configured to detect when a third party is on the conference line, the conference line quality logic being configured to automatically connect the client device of the caller and the call agent to another conference line in response to the detection of the third party on the conference line.

17. The system of claim 15, the reconnection logic being configured to immediately reconnect a disconnected party upon detecting an indication that the disconnected party was disconnected prematurely.

18. The system of claim 15, wherein the conference line includes a first addressable socket associated with the caller and a second addressable socket associated with the call agent.

19. A non-transitory computer readable medium storing machine instructions, which when implemented cause a processor to implement a method comprising:

receiving a call at a call center system from a client device of a caller;

automatically connecting, by caller connection logic, the client device of the caller to a conference line; and

automatically connecting, by the agent connection logic, a call agent to the conference line;

determining, by disconnection analysis logic, that a party to the conference line was disconnected from the conference line, the party to the conference line being one of the client device of the caller and the call agent; and

based on the determination that the party was disconnected, automatically initiating, by reconnection logic, a reconnecting of the party to the conference line.