PRESENCE ENABLED CALL CENTER

• US 20140348321A1
• Filed: 05/23/2013
• Published: 11/27/2014
• Est. Priority Date: 05/23/2013
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Javaregowda, Gowtham, Azim, Rezwanul, Gaviria Velez, Rafael A.
• Granted Patent: US 9,912,817 B2
• Time in Patent Office: Days
• US Class Current: 379/266.08
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 2207/185 wireless packet-switched
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Techniques described herein may use presence information to enhance the user experience when contacting entities such as call centers. In one implementation, a method may include receiving presence information relating to a state of a voice line. The presence information may include a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator. The method may also include providing, by the one or more devices and to a user device that includes the voice line in a contact list, the presence information for display as part of the contact list.

Claims

1. A method comprising:

receiving, by one or more devices that implement a presence server, presence information relating to a state of a voice line associated with a call center, the presence information including;

a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator; and

providing, by the one or more devices and to a user device that displays information regarding the voice line in a contact list, the presence information for display as part of the contact list, the presence information being provided independently of the user device communicating with the call center.

2. The method of claim 1, wherein the presence information is dynamically updated to reflect changing values of the wait time associated with the voice line.

3. The method of claim 1, wherein the presence information is received from the call center.

4. The method of claim 1, further comprising:

receiving additional presence information relating to a state of a communication application other than the voice line, the additional presence information including;

a wait time associated with the communication application, the wait time corresponding to an estimated time before the communication application is associated with an available human operator.

5. The method of claim 4, wherein the communication application includes an instant messaging chat session.

6. The method of claim 1, wherein the presence server includes a presence server in an IP Multimedia Subsystem (IMS) system associated with an architecture for delivering IP multimedia services in a Long Term Evolution (LTE) system.

7. The method of claim 1, wherein the voice line is associated with a call center, the method further comprising:

providing, to the user device, presence information associated with at least one additional voice line, the at least one additional voice line not being included in the contact list of the user device and the at least one additional voice line being associated with the call center.

8. The method of claim 7, wherein the providing of the presence information with the at least one additional voice line is performed in response to a request from the user device.

9. The method of claim 1, wherein the voice line corresponds to a voice over long term evolution (VoLTE) call.

10. A presence server device comprising:

a memory; and

at least one processor to execute instructions in the memory to;

receive presence information relating to a state of a voice line associated with a call center, the presence information including;

a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator; and

provide, to a user device that displays information regarding the voice line in a contact list, the presence information for display as part of the contact list, the presence information being provided independently of the user device communicating with the call center.

11. The device of claim 10, wherein the presence information is dynamically updated to reflect changing values of the wait time associated with the voice line.

12. The device of claim 10, wherein the presence information is received from the call center.

13. The device of claim 10, wherein the at least one processor is further to execute instructions in the memory to:

receive additional presence information relating to a state of a communication application other than the voice line, the additional presence information including;

a wait time associated with the communication application, the wait time corresponding to an estimated time before the communication application is associated with an available human operator.

14. The device of claim 13, wherein the communication application includes an instant messaging chat session.

15. The device of claim 10, wherein the at least one processor is further to execute instructions in the memory to:

provide, to the user device, presence information associated with at least one additional voice line, the at least one additional voice line not being included in the contact list of the user device and the at least one additional voice line being associated with the call center.

16. A method comprising:

receiving, by a user device, presence information relating to a state of contacts in a contact list, the presence information including;

wait times associated with the contacts in the contact list, the wait times corresponding to an estimated time that a user of the user device will wait, when initiating a communication session with a particular contact in the contact list, before reaching a human operator;

displaying, by the user device, an indication of the wait times as part of display of the contacts in the contact list, the indication of the wait times being displayed independently of before corresponding communication sessions have been initiated with the contacts in the contact list;

receiving, by the user device, alert information indicating when an alert, relating to a contact in the contact list, should be issued;

determining, by the user device and based on the wait times, that the alert should be issued; and

providing, by the user device, an audible or visual alert corresponding to the particular contact in the contact list.

17. The method of claim 16, further comprising:

receiving, by the user device, additional contacts from a presence server, the additional contacts including contacts that are not in the contact list and that are related to the particular contact in the contact list.

18. The method of claim 17, wherein the relation of the additional contacts to the particular contact includes a relation in which the additional contacts include contacts associated with a call center that is also associated with the particular contact.

19. The method of claim 16, wherein the communication session includes a voice over long term evolution (VoLTE) call or an instant messaging chat session.

20. The method of claim 16, wherein the presence information is dynamically updated to reflect changing values of the wait time associated with the communication session.