System and method for access number distribution in a contact center

• US 9,531,878 B2
• Filed: 07/17/2015
• Issued: 12/27/2016
• Est. Priority Date: 12/12/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Mezhibovsky, Vladimir, Brazhnyk, Anton, Suravarapu, Bhanu Prasad, Duclos, Gregory Jacob, Anderson, David H., Taillant, Jean-Marc, Garcia, Ernesto Garcia, James, William Edward, Hemelrijk, Sonja Hoffman
• Primary Examiner(s): Nealon, William
• Application Number:
  US14/802,969
• Publication Number:
  US 20150326723A1
• Time in Patent Office: 529 Days
• Field of Search: 455/414.1, 379/352, 379/265.01, 379/266.01
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 61/5061 Pools of addresses
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/5183 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: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/20 Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel

Abstract

Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

Claims

1. A method for processing interaction requests from a customer, the method comprising:

receiving by a processor over a data channel from an application running on an end user device accessible to the customer, a request for an interaction;

temporarily storing data associated with the request;

identifying, by the processor, based on the request, an access number from a pool of access numbers and reserving the identified access number for a particular period of time;

transmitting, by the processor, the identified access number to the end user device over the data channel;

receiving, by the processor, in response to the transmitting of the identified access number, an interaction directed to the access number;

identifying, by the processor, in response to the interaction directed to the access number, the temporarily stored data;

establishing, by the processor, a communication session in response to the received interaction; and

returning, by the processor, the access number to the pool.

2. The method of claim 1, wherein the access number is identified based on a location of the end user device.

3. The method of claim 1, wherein the reserving of the access number is for preventing the access number from being transmitted to another end user device.

4. The method of claim 3, wherein after expiration of the particular period of time, the access number is returned to the pool.

5. The method of claim 1, wherein the access number is not returned to the pool if the temporarily stored data is not identified and the period of time has not expired.

6. The method of claim 1, wherein the access number is a telephone number.

7. The method of claim 1, wherein the access number is an identifier of an internet telephony device.

15. The method of claim 1, wherein the temporarily stored data is context data for routing the interaction to a contact center agent.

16. The method of claim 1, wherein the temporarily stored data includes a token for authenticating the customer.

8. A system for processing interaction requests from a customer, the system comprising:

a processor; and

a memory including instructions which, when executed by the processor, cause the processor to;

receive over a data channel from an application running on an end user device accessible to the customer, a request for an interaction;

temporarily store data associated with the request;

identify, based on the request, an access number from a pool of access numbers and reserve the identified access number for a particular period of time;

identify in response to the interaction directed to the access number, the temporarily stored data;

transmit the identified access number to the end user device over the data channel, wherein in response to the transmitting, an interaction directed a call to the access number is received and a communication session is established in response to the received interaction; and

return the access number to the pool.

9. The system of claim 8, wherein the instructions cause the processor to identify the access number based on a location of the end user device.

10. The system of claim 8, wherein the reserving of the access number is for preventing the access number from being transmitted to another end user device.

11. The system of claim 10, wherein the instructions further cause the processor to return the access number to the pool after expiration of the particular period of time.

12. The system of claim 8, wherein the instructions further cause the processor to refrain from returning the access number to the pool if the temporarily stored data is not identified and the period of time has not expired.

13. The system of claim 8, wherein the access number is a telephone number.

14. The system of claim 8, wherein the access number is an identifier of an internet telephony device.

17. The system of claim 8, wherein the temporarily stored data is context data for routing the interaction to a contact center agent.

18. The system of claim 8, wherein the temporarily stored data includes a token for authenticating the customer.