Procedure and mechanism for managing a call to a call center

• US 9,438,735 B2
• Filed: 04/11/2014
• Issued: 09/06/2016
• Est. Priority Date: 04/12/2013
• Status: Active Grant

• Current Assignee: Unify Patente GmbH & Co. KG (Atos SE)
• Original Assignee: Unify GmbH & Co. KG (Atos SE)
• Inventors: Tietsch, Michael
• Primary Examiner(s): Nguyen, Khai N
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US14/250,731
• Publication Number:
  US 20140307865A1
• Time in Patent Office: 879 Days
• Field of Search: 379/265, 379/266, 379/210.01, 379/266.07, 379/265.02, 379/265.09, 379/266.01, 370/352, 370/353, 370/354, 370/355, 370/356, 370/357
• US Class Current: 1/1
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 67/146 Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service

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.

Claims

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.

2. The method of claim 1 wherein the token is a cookie for storage on the memory of the caller terminal.

3. The method of claim 2 wherein the cookie is received from the caller terminal when the caller terminal calls the call center to initiate the second phone call.

4. The method of claim 1 wherein the token is a first short message service (“

SMS”

) message, the method comprising the call center receiving from the caller terminal a second SMS as a reply to the first SMS message.

5. The method of claim 4 wherein the second SMS message triggers a call back from the call center to the caller terminal to establish the second call between the caller and the agent.

6. The method of claim 1 wherein the token is a character string in a form that can be seen or heard.

7. The method of claim 1 wherein the token contains a special phone number that is selectable to initiate the second phone call and connect to the agent.

8. The method of claim 1 where the token is generated as a specific voice token and wherein the generating of the token comprises:

prompting the caller to save a voice sample, wherein the voice sample contains a passphrase specified to the caller; and

saving the stored voice sample together with a link to the voice token at the call center; and

wherein the activation of the token comprises;

requesting the passphrase from the caller when contact is resumed by the caller via the second phone call, and

selecting a link to the voice token at the call center during the second phone call when a passphrase spoken by the caller during the second phone call matches the passphrase of the voice sample to establish a direct connection between the agent and the caller for the second phone call.

9. The method of claim 1 comprising receiving information on the incident by the agent upon activation of the token during the second phone call.

10. The method of claim 1 comprising invalidating the token when the incident is marked as closed.

11. The method of claim 10 wherein the invalidating of the token occurs in response to input received from the agent.

12. The method of claim 10 wherein the token is invalidated after a selected waiting period.

13. The method of claim 12 wherein the waiting period is preset for selected tokens.

14. The method of claim 1 wherein the caller is connected to the agent during the second phone call.

15. The method of claim 1 further comprising:

displaying information relating to the incident stored at the call center on a monitor associated with the agent during the second phone call.

16. The method of claim 1 wherein the token is configured such that a direct phone number of the agent is anonymous.

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.

18. The method of claim 17 wherein the connecting of the caller connects the caller to the agent during the second phone call;

wherein the receiving of the token by the call center occurs during the second phone call; and

wherein the token is configured such that a direct phone number of the agent is anonymous.