CONTACT CENTER SESSION PRESERVATION
First Claim
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1. A system, comprising:
- a call history database comprising a stored customer identifier (CID) and a stored call status for each of one or more stored calls,the system being configured;
to compare the CID of an incoming call with the stored CIDs in the call history database; and
to put the call in an agent-specific routing path for an agent when at least;
the CID of the incoming call matches the stored CID of a stored call in the call history database, andthe stored call status includes an stored agent identifier identifying the agent.
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Abstract
A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.
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Citations
28 Claims
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1. A system, comprising:
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a call history database comprising a stored customer identifier (CID) and a stored call status for each of one or more stored calls, the system being configured; to compare the CID of an incoming call with the stored CIDs in the call history database; and to put the call in an agent-specific routing path for an agent when at least; the CID of the incoming call matches the stored CID of a stored call in the call history database, and the stored call status includes an stored agent identifier identifying the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method, comprising:
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receiving a first call associated with a first CID; storing, in a call history database, the first CID; storing, in the call history database, stored call status for the first call; receiving a second call associated with a second CID; comparing the first CID and the second CID; and placing the second call in an agent-specific routing path for an agent when at least; the first CID matches the second CID; and the stored call status for the first call includes a stored agent identifier identifying the agent. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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Specification