INBOUND CONTACT CENTER CALL DISCONNECT BUFFER

• US 20150163361A1
• Filed: 12/09/2013
• Published: 06/11/2015
• Est. Priority Date: 12/09/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: George, Jibin
• Granted Patent: US 9,374,468 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/2005 Temporarily overriding a service configuration
• CPC Class Codes: H04M 2203/2088 Call or conference reconnect, e.g. resulting from isdn terminal portability
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

Claims

1. A method, comprising:

detecting a communications channel loss in a communication between a customer and a resource of a contact center;

determining that the communications channel loss occurred prior to the resource addressing at least one objective of the customer; and

in response to determining that the communications channel loss occurred prior to the resource addressing the at least one objective of the customer, reserving, at a memory associated with a routing element of the contact center, an incoming communication route for the customer, wherein the reserved incoming communication route is configured to provide instructions to the routing element such that a second communication from the customer routes to the resource via the reserved incoming communication route.

2. The method of claim 1, wherein the routing element of the contact center is a private branch exchange (PBX) having a switch and a processor and wherein the second communication is a call with the customer.

3. The method of claim 1, further comprising:

receiving, at the contact center, the second communication from the customer;

referring, via the routing element, to the reserved incoming communication route associated with the customer; and

routing the customer to the resource.

4. The method of claim 1, wherein the reserved incoming communication route is stored in the memory for a predetermined period of time.

5. The method of claim 4, wherein the reserved incoming communication route is removed from the memory upon an expiration of the predetermined period of time.

6. The method of claim 1, wherein prior to determining that the communications channel loss occurred prior to the resource addressing the at least one objective, the method further comprises:

monitoring an exchange of information in the communication between the customer and the resource; and

recording at least one metric associated with the exchange of information associated with each of the customer and the resource.

7. The method of claim 6, wherein determining that the communications channel loss occurred prior to the resource addressing the at least one objective, further comprises:

referring to the recorded at least one metric associated with the exchange of information; and

determining that the recorded at least one metric matches stored data indicating that the at least one objective of the customer was not addressed.

8. The method of claim 1, wherein the reserved incoming communication route further comprises:

a call identifier associated with the customer; and

a destination identifier associated with the resource.

9. The method of claim 8, wherein the call identifier associated with the customer includes at least one of a phone number, email address, instant messaging handle, Internet protocol (IP) address, Media Access Control (MAC) address, and communication device address.

20. The method of claim 1, wherein the contact center is a queueless contact center, further comprising:

reserving, in response to determining that the communications channel loss occurred prior to the resource addressing the at least one objective of the customer, a call appearance of the resource for the customer; and

transferring, in response to receiving the second communication from the customer, at least one other customer associated with the resource to one or more other resources of the contact center.

10. A non-transitory computer readable medium having stored thereon instructions that, when executed by a processor, perform a method comprising:

detecting a communications channel loss in a communication between a customer and a resource of a contact center;

determining that the communications channel loss occurred prior to the resource addressing at least one objective of the customer; and

in response to determining that the communications channel loss occurred prior to the resource addressing the at least one objective of the customer, reserving, at a memory associated with a routing element of the contact center, an incoming communication route for the customer, wherein the reserved incoming communication route is configured to provide instructions to the routing element such that a second communication from the customer routes to the resource via the reserved incoming communication route.

11. The non-transitory computer readable medium of claim 10, wherein the method further comprises:

receiving, at the contact center, the second communication from the customer;

referring, via the routing element, to the reserved incoming communication route associated with the customer; and

routing the customer to the resource.

12. The non-transitory computer readable medium of claim 10, wherein the reserved incoming communication route is stored in the memory for a predetermined period of time:

13. The non-transitory computer readable medium of claim 12, wherein the reserved incoming communication route is removed from the memory upon an expiration of the predetermined period of time.

14. The non-transitory computer readable medium of claim 10, wherein prior to determining that the communications channel loss occurred prior to the resource addressing the at least one objective, the method further comprises:

monitoring an exchange of information in the communication between the customer and the resource; and

recording at least one metric associated with the exchange of information associated with each of the customer and the resource.

15. The non-transitory computer readable medium of claim 14, wherein determining that the communications channel loss occurred prior to the resource addressing the at least one objective, further comprises:

referring to the recorded at least one metric associated with the exchange of information; and

determining that the recorded at least one metric matches stored data indicating that the at least one objective of the customer was not addressed.

16. The non-transitory computer readable medium of claim 10, wherein the reserved incoming communication route further comprises:

a call identifier associated with the customer; and

a destination identifier associated with the resource.

17. The non-transitory computer readable medium of claim 16, wherein the call identifier associated with the customer includes at least one of a phone number, email address, instant messaging handle, Internet protocol (IP) address, Media Access Control (MAC) address, and communication device address.

18. A contact center, comprising:

a memory;

a processor;

a routing element configured to route a customer initiated communication to a resource of the contact center; and

an inbound disconnect engine configured to detect a communications channel loss in a communication between the customer and the resource of the contact center, determine that the communications channel loss occurred prior to the resource addressing at least one objective of the customer, and in response to determining that the communications channel loss occurred prior to the resource addressing the at least one objective of the customer, reserve, at the memory, an incoming communication route for the customer, wherein the reserved incoming communication route is configured to provide instructions to the routing element such that a second communication from the customer routes to the resource via the reserved incoming communication route.

19. The contact center of claim 18, wherein the routing element further comprises a buffer, and wherein the reserved incoming communication route is stored in the buffer for a predetermined period of time.