SYSTEMS AND METHODS FOR CALL BACKUP AND TAKEOVER USING WEB AND MOBILE INTERFACES

• US 20160227042A1
• Filed: 01/22/2016
• Published: 08/04/2016
• Est. Priority Date: 03/18/2014
• Status: Abandoned Application

• Current Assignee: Gubagoo Inc. (Reynolds & Reynolds Company)
• Original Assignee: Gubagoo Inc. (Reynolds & Reynolds Company)
• Inventors: Gray, Jeffrey W., Title, Bradley
• Application Number:
  US15/004,853
• Publication Number:
  US 20160227042A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 1/72469 for operating the device by selecting functions from two or more displayed items, e.g. menus or icons
• CPC Class Codes: H04M 2203/406 Rerouting calls between call centers
• CPC Class Codes: H04M 2250/60 logging of communication history, e.g. outgoing or incoming calls, missed calls, messages or URLs
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A telecommunications system for handling call volume, including an application with takeover ability loaded on a mobile device, updating the application when a call is being handled by a third party, and transferring the call when an option to takeover is chosen.

Claims

1. A telecommunications system for handling call volume, comprising:

an application with takeover ability loaded on a mobile device, wherein the application can be updated when a call is being handled by a third party such that a user can view a call status and elect to take over the call when a takeover option is selected on a user interface of the application.

2. The telecommunications system for handling call volume of claim 1, wherein the takeover option further comprises:

an SMS takeover option; and

a call takeover option.

3. The telecommunications system for handling call volume of claim 2, wherein the SMS takeover option further comprises:

an alert to a user to view a text from a customer;

the user selecting the takeover option for a text conversation; and

the user interface displaying a number of text conversations taken over.

4. The telecommunications system for handling call volume of claim 2, wherein the call takeover option further comprises:

displaying a desired inventory purchase offer on the user interface;

displaying customer information on the user interface; and

displaying a selectable option for the user to takeover the call on the user interface.

5. The telecommunications system for handling call volume of claim 1, wherein the application takeover option further comprises:

an offer selection for a system operator to present to a vendor on the user interface.

6. The telecommunications system for handling call volume of claim 5, wherein the offer selection further comprises:

searchable real-time inventory offerings on the user interface;

selection of one or more inventory items based on customer preferences on the user interface; and

selection of an additional sales offer to include with the inventory offering on the user interface.

7. The telecommunications system for handling call volume of claim 6, wherein the application takeover option further comprises:

sending the offer to the customer by email.

8. The telecommunications system for handling call volume of claim 1, wherein the application takeover option further comprises:

a vendor viewing platform to view calls for different departments of the vendor.

9. The telecommunications system for handling call volume of claim 8, wherein the vendor viewing platform further comprises:

display of a number of agents currently assisting customers on the user interface; and

display of a number of agents not currently assisting customers on the user interface.

10. The telecommunications system for handling call volume of claim 1, wherein the application takeover option further comprises:

display of a list of selectable agents to transfer an incoming call to on the user interface.