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Inbound contact center call disconnect buffer

  • US 9,374,468 B2
  • Filed: 12/09/2013
  • Issued: 06/21/2016
  • Est. Priority Date: 12/09/2013
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • detecting, by a processor, a communications channel loss in a communication between a customer and a resource of a contact center;

    determining, by the processor, 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, by the processor 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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