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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
First Claim
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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.

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