CONNECTION RECOVERY IN A CALL CENTER
First Claim
Patent Images
1. A method comprising:
- detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent;
storing information indicating a state of the communication session at the termination of the first connection; and
communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.
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Abstract
In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent. The method also includes storing information indicating a state of the communication session at the termination of the first connection, and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.
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Citations
23 Claims
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1. A method comprising:
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detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent; storing information indicating a state of the communication session at the termination of the first connection; and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An apparatus comprising:
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means for detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent; means for storing information indicating a state of the communication session at the termination of the first connection; and means for communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session. - View Dependent Claims (11, 12, 13)
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14. An apparatus comprising:
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at least a first agent; and a server arrangement, the server arrangement being arranged to cause a first caller to be in a communication session with the first agent, the server arrangement further being arranged to detect termination of a first connection between the first caller and the first agent and to store information indicating a state of the communication session at the termination of the first connection, the server arrangement still further being arranged to communicate the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session. - View Dependent Claims (15, 16, 17, 18, 19)
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20. An apparatus comprising:
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a memory; and a processing arrangement, the processing arranged to detect termination of a first connection between a first endpoint and a second endpoint, wherein the processing arrangement is arranged to store information indicating a state of the communication session in the memory if the processing arrangement detects the termination of the first connection between the first endpoint and the second endpoint, the processing arrangement still further being arranged to communicate the information to the second endpoint or to a third endpoint in response to establishment of a second connection between the first endpoint and the second endpoint or the third endpoint to facilitate a continuation of the communication session. - View Dependent Claims (21, 22)
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23. An apparatus comprising:
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at least a first agent; and a server arrangement, the server arrangement being arranged to cause a first caller to be in communication with the first agent, the server arrangement further being arranged to obtain run-time state information associated with the first caller and run-time state information associated with the first agent, wherein the server arrangement is arranged to store the run-time state information associated with the first caller and the run-time state information associated with the first agent.
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Specification