Procedure and mechanism for managing a call to a call center
First Claim
1. A method for managing communication between a caller and a call center, comprisingassigning a call center agent to receive a first phone call from a caller;
- creating a relationship between the call center agent and an incident associated with the first phone call;
generating a token during the first phone call so that personal information of the call center agent and contact information for the call center agent are not included in the token;
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 so the token can be activated for resumption of contact with the call center relating to the incident by a process comprising;
transmitting the generated token to a caller terminal for storage of the token in the caller terminal, the token being a data structure storable in non-transitory memory of the caller terminal, andconnecting the caller with the agent or a proxy of the agent in a second phone call in response to activation of the token by the caller terminal, the second phone call occurring after the first phone call, the connecting of the caller with one of the agent and the proxy of the agent in response to activation of the token by the caller terminal to resume contact relating to the incident between the caller and the call center via the second phone call comprising;
receiving the token from the caller terminal during the second phone call or during initiation of the second phone call.
5 Assignments
0 Petitions
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
18 Claims
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1. A method for managing communication between a caller and a call center, comprising
assigning a call center agent to receive a first phone call from a caller; -
creating a relationship between the call center agent and an incident associated with the first phone call; generating a token during the first phone call so that personal information of the call center agent and contact information for the call center agent are not included in the token; 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 so the token can be activated for resumption of contact with the call center relating to the incident by a process comprising; transmitting the generated token to a caller terminal for storage of the token in the caller terminal, the token being a data structure storable in non-transitory memory of the caller terminal, and connecting the caller with the agent or a proxy of the agent in a second phone call in response to activation of the token by the caller terminal, the second phone call occurring after the first phone call, the connecting of the caller with one of the agent and the proxy of the agent in response to activation of the token by the caller terminal to resume contact relating to the incident between the caller and the call center via the second phone call comprising; receiving the token from the caller terminal during the second phone call or during initiation of the second phone call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for managing communication between a caller and a call center, comprising
assigning a call center agent to receive a first phone call from a caller; -
creating a relationship between the call center agent and an incident associated with the first phone call; generating a token during the first phone call so that personal information of the call center agent and contact information for the call center agent are not included in the token; 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 so the token can be activated for resumption of contact with the call center relating to the incident by a process comprising; transmitting the generated token to a first caller terminal for storage of the token in the first caller terminal, the token being a data structure storable in non-transitory memory of the first caller terminal, the first caller terminal sending the token to a second caller terminal for storage in non-transitory memory of the second caller terminal; and connecting of the caller with one of the agent and the proxy of the agent in response to activation of the token to resume contact relating to the incident between the caller and the call center via the second phone call by a process comprising; receiving, from the second caller terminal, the token during the second phone call or during initiation of the second phone call. - View Dependent Claims (18)
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Specification