Procedure and Mechanism for Managing a Call to a Call Center
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Accused Products
Abstract
In a method procedure for managing a caller'"'"'s call to a call center with a call center agent, an agent is defined to receive the call and identified as the responsible agent for an incident assigned to the call. A relationship is created between the responsible agent and the incident. Then a token is generated that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent. The token is made available for the caller so the token can be activated when the caller resumes contact with the call center. The token causes the caller to be connected to the responsible agent or a proxy if the token is activated when contact is resumed.
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Citations
34 Claims
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1-14. -14. (canceled)
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15. A method for managing communication between a caller and a call center, comprising
assigning a call center agent to receive a first call from a caller; -
creating a relationship between the call center agent and an incident associated with the first call; generating a token during the first call so that personal information of the call center agent and contact information for the call center agent are not included in the token; transmitting the generated token to a caller terminal for storage of the token, the token being a data structure storable in non-transitory memory of the caller terminal, the token configured to be activated to initiate resumption of contact between the caller and the call center agent in which voice communication is exchangeable between the caller and the call center agent or the caller and a proxy of the call center agent; and connecting the caller with the agent or the proxy of the agent in a second call in response to activation of the token by the caller, the second call occurring after the first call. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23)
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24. A method for managing communication between a caller and a call center, comprising
assigning a call center agent to receive a first call from a caller; -
creating a relationship between the call center agent and an incident associated with the first call; generating a token during the first call so that personal information of the call center agent and contact information for the call center agent are not included in the token, the generating of the token comprising; prompting the caller to save a voice sample, wherein the voice sample comprises a passphrase specified to the caller, and saving the stored voice sample together with a link to the token at the call center; and making the token available to be activated to initiate resumption of contact between the caller and the call center agent in which voice communication is exchangeable between the caller and the call center agent or the caller and a proxy of the call center agent by an activation process comprising; requesting the passphrase from the caller when contact is resumed by the caller via a second call occurring after the first call, and selecting a link to the token at the call center during the second call when a passphrase spoken by the caller during the second call matches the passphrase of the voice sample to establish (i) a direct connection between the agent and the caller for the second call or (ii) a direct connection between the proxy and the caller for the second call; and connecting the caller with the agent or the proxy in the second call in response to activation of the token by the caller. - View Dependent Claims (25, 26, 27)
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28. A communication system comprising:
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a call center communicatively connectable to a caller terminal; the call center configured to; assign a call center agent to receive a first call from the caller terminal; create a relationship between the call center agent and an incident associated with the first call; generate a token during the first call so that personal information of the call center agent and contact information for the call center agent are not included in the token; transmit the generated token to the caller terminal for storage of the token, the token being a data structure storable in non-transitory memory of the caller terminal, the token configured to be activated to initiate resumption of contact between a caller of the caller terminal and the call center agent in which voice communication is exchangeable between the caller and the call center agent or the caller and a proxy of the call center agent; and connect the caller terminal with the agent or the proxy of the agent in a second call in response to activation of the token, the second call occurring after the first call. - View Dependent Claims (29, 30, 31, 32, 33, 34)
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Specification