Personalized wait treatment during interaction with contact centers

• US 10,582,050 B2
• Filed: 03/28/2018
• Issued: 03/03/2020
• Est. Priority Date: 03/28/2018
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Deole, Pushkar Yashavant, Ezell, Joel M.
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/938,283
• Publication Number:
  US 20190306309A1
• Time in Patent Office: 706 Days
• Field of Search: 37926509, 37926505, 37926501, 37921501, 37921101, 37926601
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/258 Service state indications
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/4286 Notifying a held subscriber when his held call is removed from hold
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Claims

1. A system comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to;

establish a communication session with a communication endpoint, wherein the communication endpoint comprises a web browser in communication with a contact center, by uploading a web page provided by a web server;

place the communication endpoint on hold;

in response to placing the communication endpoint on hold, send a first message via the web server to the communication endpoint that indicates that that the communication endpoint has been placed on hold;

determine that the communication endpoint has been taken off hold; and

in response to determining that the communication endpoint has been taken off hold, send a second message via the web server to the communication endpoint to stop playing a personalized media.

2. The system of claim 1, further comprising microprocessor readable and executable instructions that program the microprocessor to:

receive, from the communication endpoint, a third message via the web server that indicates that a user of the communication endpoint would like to play the personal media while the communication endpoint is on hold.

3. The system of claim 2, further comprising microprocessor readable and executable instructions that program the microprocessor to:

send non-personalized media to the communication endpoint in response to placing the communication endpoint on hold; and

stop sending the non-personalized media to the communication endpoint in response to receiving the third message via the web server.

4. The system of claim 1, wherein the first message is sent via the web server and separate from any media streams.

5. The system of claim 1, wherein the first message is specifically directed toward a contact center application installed on the communication endpoint, wherein in response to receiving the first message, the contact center application displays a graphical user interface to allow a user to select at least one of a media file or media stream to play while the communication endpoint is on hold.

6. The system of claim 1, wherein the first message causes the communication endpoint to search the communication endpoint for media files that reside on the communication endpoint.

7. The system of claim 1, wherein the communication session is a virtual reality communication session that has been placed on hold, wherein in response to placing the communication endpoint on hold, a user of the communication endpoint is asked by a displayed virtual reality character in a displayed virtual reality environment if the user wants to play the personalized media.

8. The system of claim 1, wherein the first message that indicates that the communication endpoint has been placed on hold is sent based on the communication session being placed into a contact center queue.

9. A method comprising:

establishing, by a microprocessor, a communication session with a communication endpoint;

placing, by the microprocessor, the communication endpoint on hold, wherein the communication endpoint comprises a web browser in communication with a contact center by uploading a web page provided by a web server;

in response to placing the communication endpoint on hold, sending via the web server, by the microprocessor, a first message to the communication endpoint that indicates that the communication endpoint has been placed on hold;

determining, by the microprocessor, that the communication endpoint has been taken off hold; and

in response to determining that the communication endpoint has been taken off hold, sending via the web server, by the microprocessor, a second message to the communication endpoint to stop playing a personalized media.

10. The method of claim 9, further comprising:

receiving via the web server, by the microprocessor and from the communication endpoint, a third message that indicates that a user of the communication endpoint would like to play the personal media while the communication endpoint is on hold.

11. The method of claim 10, further comprising:

sending, by the microprocessor, non-personalized media to the communication endpoint in response to placing the communication endpoint on hold; and

stop sending, by the microprocessor, the non-personalized media to the communication endpoint in response to receiving the third message.

12. The method of claim 9, wherein the first message is sent separate from any media streams.

13. The method of claim 9, wherein the first message is specifically directed toward a contact center application installed on the communication endpoint, wherein in response to receiving the first message, the contact center application displays a graphical user interface to allow a user to select at least one of a media file or media stream to play while the communication endpoint is on hold.

14. The method of claim 9, wherein the communication session is a virtual reality communication session that has been placed on hold, wherein in response to placing the communication endpoint on hold, a user of the communication endpoint is asked by a displayed virtual reality character in a displayed virtual reality environment if the user wants to play the personalized media.

15. The method of claim 9, wherein the first message causes the communication endpoint to search a network for one or more media streams that can be streamed directly to the communication endpoint while the communication endpoint is on hold.

16. The method of claim 9, wherein the first message that indicates that the communication endpoint has been placed on hold is sent based on the communication session being placed into a contact center queue.

17. A system comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to;

establish a communication session with a communication endpoint, wherein the communication endpoint comprises a web browser in communication with a contact center by uploading a web page provided by a web server;

place the communication endpoint on hold;

in response to placing the communication endpoint on hold, play, by an Interactive Voice Response (IVR) system, a first message, via the web server, asking if a user of the communication endpoint wants to play a personal media while the communication endpoint is on hold;

receive, by the IVR system, input from the user at the communication endpoint that the user wants to play the personal media;

send a second message via the web server to the communication endpoint that the user has selected to play the personal media;

determine that the communication endpoint is being taken off hold; and

in response to determining that the communication endpoint is being taken off hold, sending a third message via the web server to the communication endpoint to stop playing the personalized media.

18. The system of claim 17, further comprising microprocessor readable and executable instructions that program the microprocessor to:

send non-personalized media to the communication endpoint in response to placing the communication endpoint on hold; and

stop sending the non-personalized media to the communication endpoint in response to receiving input from the user that the user wants to play the personal media.

19. The system of claim 17, wherein the second message is specifically directed via the web server toward a contact center application installed on the communication endpoint, wherein in response to receiving the first message, the contact center application displays a graphical user interface to allow the user to select a media file to play while the communication endpoint is on hold.

20. The system of claim 17, wherein the second message causes the communication endpoint to search a network for one or more media streams that can be streamed directly to the communication endpoint while the communication endpoint is on hold.