PERSONALIZED WAIT TREATMENT DURING INTERACTION WITH CONTACT CENTERS

• US 20200137227A1
• Filed: 01/02/2020
• Published: 04/30/2020
• Est. Priority Date: 03/28/2018
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Deole, Pushkar Yashavant, Ezell, Joel M.
• Granted Patent: US 10,911,598 B2
• Time in Patent Office: Days
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/258 Service state indications
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/4286 Notifying a held subscriber when his held call is removed from hold
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Claims

1. A server comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to;

establish a virtual reality communication session with a communication endpoint, wherein the communication endpoint comprises an application in communication with the server;

place the communication endpoint on hold; and

in response to placing the communication endpoint on hold, send a first communication via the server, to the communication endpoint wherein the first communication comprises a virtual reality on-hold content for presentation on the communication endpoint.

2. The server of claim 1, wherein the virtual reality on-hold content comprises an avatar.

3. The server of claim 2, wherein the virtual reality on-hold content comprises the avatar presenting user selectable options associated with subsequent portion of the virtual reality on-hold content and receiving user input identifying at least one of the user selectable options.

4. The server of claim 1, wherein the virtual reality on-hold content comprises playing a personalized media.

5. The server of claim 4, wherein the playing of the personalized media is initiated upon receiving a user input to the virtual reality on-hold content selecting the playing of the personalized media.

6. The server of claim 4, wherein the microprocessor sends the personalized media to the communication endpoint upon receiving a user input to the virtual reality on-hold content selecting the playing of the personalized media and wherein the personalized media is maintained on a media server different from the server.

7. The server of claim 1, further comprising the microprocessor performing:

determine that the communication endpoint has been taken off hold; and

in response to determining that the communication endpoint has been taken off hold, send a message via the server to the communication endpoint to stop playing the on-hold content.

8. The server of claim 1, wherein:

the server comprises a web server; and

the application comprises a web browser.

9. The server of claim 1, wherein the on-hold content further comprises a presentation of available media files or media streams available to play while the communication endpoint is on hold.

10. The server of claim 1, wherein the presentation of the available media files or media streams is presented by an avatar.

11. A method comprising:

establishing a virtual reality communication session between a server and a communication endpoint, wherein the communication endpoint comprises an application in communication with the server;

placing the communication endpoint on hold; and

in response to placing the communication endpoint on hold, sending a first communication via the server, to the communication endpoint wherein the first communication comprises a virtual reality on-hold content for presentation on the communication endpoint.

12. The method of claim 11, wherein the virtual reality on-hold content comprises an avatar.

13. The method of claim 12, wherein the virtual reality on-hold content comprises the avatar presenting user selectable options associated with subsequent portion of the virtual reality on-hold content and receiving user input identifying at least one of the user selectable options.

14. The method of claim 11, wherein the virtual reality on-hold content comprises playing a personalized media.

15. The method of claim 14, wherein the playing of the personalized media is initiated upon receiving a user input to the virtual reality on-hold content selecting the playing of the personalized media.

16. The method of claim 14, wherein the playing of the personalized media comprises sending the personalized media to the communication endpoint upon receiving a user input to the virtual reality on-hold content selecting the playing of the personalized media and wherein the personalized media is maintained on a media server.

17. The method of claim 11, further comprising:

determining that the communication endpoint has been taken off hold; and

in response to determining that the communication endpoint has been taken off hold, sending a message via the server to the communication endpoint to stop playing the on-hold content.

18. The method of claim 11, wherein the on-hold content further comprises presenting available media files or media streams that are available to play while the communication endpoint is on hold.

19. The method of claim 11, wherein the presenting of the available media files or media streams is presented by an avatar.

20. A system, comprising:

means to establish a virtual reality communication session between a server and a communication endpoint, wherein the communication endpoint comprises an application in communication with the server;

means to place the communication endpoint on hold; and

in response to placing the communication endpoint on hold, means to send a first communication via the server, to the communication endpoint wherein the first communication comprises a virtual reality on-hold content for presentation on the communication endpoint.