×

System and method for escalating a call with a client

  • US 10,165,120 B2
  • Filed: 09/14/2015
  • Issued: 12/25/2018
  • Est. Priority Date: 09/14/2015
  • Status: Active Grant
First Claim
Patent Images

1. A method of responding to a call from a client to an organization, the method comprising:

  • directing the call to a lower-level agent associated with the organization for answering thereby, the lower-level agent employing a computing system of the organization, the computing system including a processor, a memory, an inputting device, and a display, the computing system further including an actuation device for initiating contact with a upper-level agent of the organization if it is determined that the calling client is calling regarding a matter worthy of escalation from the lower-level agent to the upper-level agent, the actuation device being instantiated in the memory of the computing system by the processor thereof and displayed to the lower-level agent at the display of the computing system;

    receiving at the computing system by way of the inputting device thereof a selection from the lower-level agent, during the call, of the actuation device to escalate the call from the lower-level agent to the upper-level agent; and

    escalating by way of the computing system the call from the lower-level agent to the upper-level agent in response to the received selection of the actuation device, the escalating comprising the computing system communicatively coupling the upper-level agent with the calling client, the communicatively coupling including;

    initially placing the upper-level agent in a mute mode so that the upper-level agent can hear the calling client and the lower-level agent but cannot be heard thereby;

    notifying the lower-level agent that the upper-level agent is listening by way of the display of the computing system and allowing the lower-level agent to notify the calling client that the upper-level agent may be currently available to speak with the calling client;

    receiving by way of the inputting device a selection from the lower-level agent to remove the mute mode from the upper-level agent to allow the calling client and upper-level agent to speak directly, and in response thereto removing the mute mode,the method further comprising, upon the computing system receiving the selection of the actuation device from the lower-level agent to escalate to call from the lower-level agent to the upper-level agent;

    showing to the lower-level agent in the display a list of upper-level agents;

    allowing the lower-level agent to select one of the upper-level agents in the shown list; and

    receiving from the lower-level agent the selected one of the upper-level agents in the shown list,the method comprising escalating the call from the lower-level agent to the selected one of the upper-level agents.

View all claims
  • 1 Assignment
Timeline View
Assignment View
    ×
    ×