Connection recovery in a call center
First Claim
Patent Images
1. A method comprising:
- detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent, wherein detecting termination of the first connection includes identifying a lack of a stored work entry associated with the communication session;
storing information indicating a state of the communication session at the termination of the first connection, wherein the information indicating the state of the communication session is arranged to identify the first caller and the first agent as being associated with the first connection; and
communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.
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Accused Products
Abstract
In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent. The method also includes storing information indicating a state of the communication session at the termination of the first connection, and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.
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Citations
23 Claims
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1. A method comprising:
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detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent, wherein detecting termination of the first connection includes identifying a lack of a stored work entry associated with the communication session; storing information indicating a state of the communication session at the termination of the first connection, wherein the information indicating the state of the communication session is arranged to identify the first caller and the first agent as being associated with the first connection; and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session. - View Dependent Claims (2, 5, 6, 7, 8, 21, 22, 23)
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3. A method comprising:
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detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent; storing information indicating a state of the communication session at the termination of the first connection; placing the first agent in a suspend mode if termination of the first connection is detected, wherein placing the first agent in the suspend mode includes preventing the first agent from being connected to a second caller and generating a record which indicates that the termination of the first connection was premature, the second caller being associated with a queue of callers; receiving a second call from the first caller; identifying the first agent using the information indicating the state of the communication session; determining if the first agent is in the suspend mode; establishing the second connection between the first caller and the first agent if it is determined that the first agent is in the suspend mode; and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session. - View Dependent Claims (4)
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9. An apparatus comprising:
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means for detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent, wherein the means for detecting termination of the first connection include means for identifying a lack of a stored work entry associated with the communication session; means for storing information indicating a state of the communication session at the termination of the first connection; means for communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session; and means for placing the first agent in a suspend mode if termination of the first connection is detected, wherein the means for placing the first agent in the suspend mode include means for generating a record which indicates that the termination of the first connection was premature. - View Dependent Claims (10, 11, 12)
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13. An apparatus comprising:
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at least a first agent; and a server arrangement, the server arrangement being arranged to cause a first caller to be in a communication session with the first agent, the server arrangement further being arranged to detect termination of a first connection between the first caller and the first agent and to store information indicating a state of the communication session at the termination of the first connection, wherein the information indicating the state of the communication session is arranged to identify the first caller and the first agent as being associated with the first connection, the server arrangement still further being arranged to communicate the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session, wherein the server arrangement is arranged to detect the termination of the first connection by identifying a lack of a stored work entry associated with the communication session. - View Dependent Claims (14, 16, 17, 18)
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15. An apparatus comprising:
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at least a first agent; and a server arrangement, the server arrangement being arranged to cause a first caller to be in a communication session with the first agent, the server arrangement further being arranged to detect termination of a first connection between the first caller and the first agent and to store information indicating a state of the communication session at the termination of the first connection, the server arrangement still further being arranged to communicate the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session, wherein the server arrangement is further arranged to prevent the first agent from being connected to a second caller associated with a queue of callers, to receive a call from the first caller, and to identify the first agent using the information, and wherein the server arrangement is arranged to establish the second connection between the first caller and the first agent.
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19. An apparatus comprising:
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a memory; and a processing arrangement, the processing arranged to detect termination of a first connection between a first endpoint and a second endpoint, wherein the processing arrangement is arranged to store information indicating a state of the communication session in the memory if the processing arrangement detects the termination of the first connection between the first endpoint and the second endpoint, the information including run-time state information that includes identifying information for the first endpoint and identifying information for the second endpoint, the processing arrangement still further being arranged to communicate the information to the second endpoint or to a third endpoint in response to establishment of a second connection between the first endpoint and the second endpoint or the third endpoint to facilitate a continuation of the communication session. - View Dependent Claims (20)
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Specification