Contact center session preservation

Patent metadata

Field	Value
Publication number	US-10171665-B2
Application number	US-201615339838-A
Country	US
Kind code	B2
Filing date	Oct 31, 2016
Priority date	Dec 11, 2012
Publication date	Jan 1, 2019
Grant date	Jan 1, 2019

Abstract

A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.

First claim

What is claimed is:

1. A call handling system for a contact center, the system comprising:
a processor;
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
receive an inbound call from a customer;
retrieve an identifier associated with the inbound call;
check for a stored identifier matching the retrieved identifier, wherein the stored identifier is indicative of a prior call by the customer;
in response to determining existence of the stored identifier matching the retrieved identifier:
determine whether the prior call was interrupted while associated with a place in a tree of an interactive voice response (IVR) system;
in response to determining that the prior call was interrupted while associated with a place in the tree, associate the inbound call to the place in the tree;
determine whether the prior call was interrupted while associated with a place in the queue;
in response to determining that the prior call was interrupted while associated with a place in a queue, associate the inbound call to the place in the queue;
determine whether the prior call was interrupted while being handled by a specific agent;
determine whether length of a specific queue is greater than a threshold; and
in response to determining that the prior call was interrupted while being handled by the specific agent, and further in response to determining that the length of the specific queue is greater than the threshold, place the inbound call in a general queue associated with a plurality of agents; and

a switch coupled to the processor, the switch configured to route incoming calls to a contact center resource.

2. The system of claim 1 , wherein the switch is configured to route incoming calls based on determining the place in the tree and the place in the queue.

3. The system of claim 1 , wherein the instructions further cause the processor to:
determine whether the prior call was interrupted while being handled by a specific agent; and
in response to determining that the prior call was interrupted while being handled by the specific agent; place the inbound call in a specific queue corresponding to the specific agent.

4. The system of claim 1 wherein the instructions further cause the processor to:
determine whether the prior call was interrupted while being handled by a specific agent;
determine whether length of a specific queue is less than a threshold; and
in response to determining that the prior call was interrupted while being handled by the specific agent, and further in response to determining that the length of the specific queue is less than the threshold, place the inbound call in a specific queue associated with the specific agent.

5. The system of claim 4 , wherein the length of the specific queue is based on a number of calls in the specific queue.

6. The system of claim 4 , wherein the length of the specific queue is based on an expected wait time in the specific queue.

7. The system of claim 1 , wherein the identifier is a phone number.

8. The system of claim 1 , wherein the stored identifier is stored in a data structure that further stores details of the prior call.

9. The system of claim 8 , wherein the details of the prior call include responses provided by the customer during the prior call while navigating the tree.

10. The system of claim 8 , wherein the data structure is purged after a retention time has elapsed.

11. The system of claim 8 wherein the instructions further cause the processor to:
display the details of the prior call during the inbound call.

12. A call handling method for a contact center, the method comprising:
receiving, by a processor, an inbound call from a customer;
retrieving, by the processor, an identifier associated with the inbound call;
checking, by the processor, for a stored identifier matching the retrieved identifier, wherein the stored identifier is indicative of a prior call by the customer;
in response to determining existence of the stored identifier matching the retrieved identifier
determining, by the processor, whether the prior call was interrupted while associated with a place in a tree of an interactive voice response (IVR) system;
in response to associating, by the processor, the inbound call to the place in the tree;
determining, by the processor, that the prior call was interrupted while associated with a place in a queue;
in response to determining that the prior call was interrupted while associated with a place in a queue, associating, by the processor, the inbound call to the place in the queue;
determining whether the prior call was interrupted while being handled by a specific agent;
determining whether length of a specific queue is greater than a threshold; and
in response to determining that the prior call was interrupted while being handled by the specific agent, and further in response to determining that the length of the specific queue is greater than the threshold, placing the inbound call in a general queue associated with a plurality of agents; and
routing, by a switch coupled to the processor, incoming calls to a contact center resource.

13. The method of claim 12 , wherein the switch is configured to route incoming calls based on determining the place in the tree and the place in the queue.

14. The method of claim 12 further comprising:
determining whether the prior call was interrupted while being handled by a specific agent; and
in response to determining that the prior call was interrupted while being handled by the specific agent, placing the inbound call in a specific queue corresponding to the specific agent.

15. The method of claim 12 further comprising:
determining whether the prior call was interrupted while being handled by a specific agent;
determining whether length of a specific queue is less than a threshold; and
in response to determining that the prior call was interrupted while being handled by the specific agent, and further in response to determining that the length of the specific queue is less than the threshold, placing the inbound call in a specific queue associated with the specific agent.

16. The method of claim 15 , wherein the length of the specific queue is based on a number of calls in the specific queue.

17. The method of claim 15 , wherein the length of the specific queue is based on an expected wait time in the specific queue.

18. The method of claim 15 , wherein the identifier is a phone number.

19. The method of claim 15 , wherein the stored identifier is stored in a data structure that further stores details of the prior call.

20. The method of claim 19 , wherein the details of the prior call include responses provided by the customer during the prior call while navigating the tree.

21. The method of claim 19 , wherein the data structure is purged after a retention time has elapsed.

22. The method of claim 19 further comprising:
displaying the details of the prior call during the inbound call.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Tolksdorf Juergen

Classifications

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/523 Primary

  with call distribution or queueing · CPC title

• H04M2203/558

  Databases · CPC title

• H04M2203/551

  Call history · CPC title

• H04M2203/2088

  Call or conference reconnect, e.g. resulting from isdn terminal portability · CPC title