Transitory contact management

• US 20040193475A1
• Filed: 02/12/2004
• Published: 09/30/2004
• Est. Priority Date: 01/24/2000
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A., Kohler, Joylee E., Hemm, Thomas L.
• Application Number:
  US10/778,656
• Publication Number:
  US 20040193475A1
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A contact center 100 is provided that includes an input 158 or 150 operable to receive a transaction for servicing by a contact center resource 122, 124, 126, 134, and 138, the transaction corresponding to a communication with a transaction initiator; a selector 220 operable to assign a service priority to the transaction, wherein the communication is disconnected before the transaction is serviced; and a contact manager 232 operable to maintain the assigned service priority for the transaction while the communication is disconnected.

Claims

1. A method for servicing a work item in a contact center, comprising:

receiving a first transaction for servicing by a contact center resource, the first transaction corresponding to a first communication with a transaction initiator;

assigning a service priority to the first transaction;

disconnecting the first communication; and

maintaining, relative to other later received transactions, the assigned service priority for the first transaction while the first communication is disconnected.

2. The method of claim 1, further comprising:

reconnecting the first communication before the assigned service priority requires the first transaction to be serviced by the contact center resource.

3. The method of claim 1, wherein the assigned service priority corresponds to a queue position and wherein, in the maintaining step, the assigned queue position is advanced towards the head of the queue.

4. The method of claim 1, wherein the transaction initiator is a customer and the first communication is between an external endpoint of the customer and an internal endpoint of the contact center.

5. The method of claim 1, wherein the assigned service priority is a wait time for servicing.

6. The method of claim 1, wherein the transaction initiator is a customer and the first communication is between an external endpoint of the customer and an internal endpoint of the contact center and further comprising:

receiving a second incoming communication from the external endpoint and wherein the second incoming communication is assigned the priority assigned to the first transaction.

7. The method of claim 2, wherein the transaction initiator is a customer and the first communication is between an external endpoint of the customer and an internal endpoint of the contact center and further comprising:

initiating a second outbound communication from the contact center to the external endpoint and wherein the second outbound communication is assigned the priority assigned to the first transaction.

8. A logic circuit configured to perform the steps of claim 1.

9. A computer readable medium comprising instructions to perform the steps of claim 1.

24. The contact center of claim 1, wherein the transaction initiator is a customer and the communication is between an external endpoint of the customer and an internal endpoint of the contact center, wherein the contact center initiates a subsequent outbound communication from the contact center to the external endpoint, and wherein the subsequent outbound communication is assigned the priority assigned to the transaction.

10. A method for servicing a work item in a contact center, comprising:

receiving a work item for servicing by a contact center resource, the work item corresponding to a communication between the contact center and an external endpoint associated with a work requestor;

assigning a service priority to the work item, wherein the communication corresponding with the work item is terminated before the work item is serviced;

in response to termination of the communication, determining whether or not to maintain the assigned service priority of the work item;

when the assigned service priority is to be maintained, maintaining the assigned service priority for the work item while the communication is disconnected; and

when the assigned service priority is not to be maintained, not maintaining the assigned service priority for the work item.

11. The method of claim 10, further comprising:

the contact center contacting the external endpoint before the assigned service priority requires the work item to be serviced by the contact center resource.

12. The method of claim 10, wherein the assigned service priority corresponds to a queue position and wherein, in the maintaining step, the assigned queue position is advanced towards the head of the queue.

13. The method of claim 10, wherein, when the work requestor fails to contact the contact center at least one of (i) within a selected time of the termination and (ii) by a selected time of day, the not maintaining step is performed.

14. The method of claim 10, wherein the assigned priority is a receipt time assigned to the communication.

15. The method of claim 10, wherein the determining step is based on at least one of the following:

contactor information, contact center destination of the communication, the channel used for the communication, the communication medium used for the communication, an information identifier digit received during set up of the communication, a Quality of Service metric for the communication, and a contact center state.

16. A logic circuit configured to perform the steps of claim 10.

17. A computer readable medium comprising instructions to perform the steps of claim 10.

18. A contact center, comprising:

an input operable to receive a transaction for servicing by a contact center resource, the transaction corresponding to a communication with a transaction initiator;

a selector operable to assign a service priority to the transaction, wherein the communication is disconnected before the transaction is serviced; and

a contact manager operable to maintain, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected.

19. The contact center of claim 18, wherein the contact manager is operable to effect reconnection of the communication before the assigned service priority requires the transaction to be serviced by the contact center resource.

20. The contact center of claim 18, wherein the assigned service priority corresponds to a queue position and wherein the assigned queue position is advanced towards the head of the queue while the communication is disconnected.

21. The contact center of claim 18, wherein the transaction initiator is a customer and the communication is between an external endpoint of the customer and an internal endpoint of the contact center.

22. The contact center of claim 18, wherein the assigned service priority is a wait time for servicing.

23. The contact center of claim 18, wherein the transaction initiator is a customer and the communication is between an external endpoint of the customer and an internal endpoint of the contact center, wherein the input receives a subsequent incoming communication from the customer, and wherein the subsequent incoming communication is assigned the priority assigned to the transaction.