System and method for reconnecting an inbound originated call

Patent metadata

Field	Value
Publication number	US-12238247-B2
Application number	US-202318096265-A
Country	US
Kind code	B2
Filing date	Jan 12, 2023
Priority date	Jan 12, 2023
Publication date	Feb 25, 2025
Grant date	Feb 25, 2025

Abstract

A system and a method for reestablishing an interrupted connection between a first device such as an agent device and second device such as a customer device may include a computing device; a memory, configured to store customer data related to a customer device of a customer, and a processor. Embodiments may include detecting an interrupted connection between an agent device and the customer device; transmitting customer data for the customer device to an outbound system; and reconnecting the agent device to the customer device using the customer data.

First claim

What claimed is:

1. A method for reestablishing an interrupted connection between a first device and a second device, the method comprising:
detecting, by an inbound system, an interrupted connection between a first device and a second device;
transmitting, by the inbound system, data for the second device to an outbound system; and
reconnecting, by the outbound system, the first device to the second device using the data.

2. A method according to claim 1 , wherein the first device is an agent device and the second device is a customer device.

3. A method according to claim 1 , comprising blocking the first device, by the inbound system, to receive incoming connection requests.

4. A method according to claim 1 , comprising unblocking the first device, by the inbound system, to receive incoming connection requests.

5. A method according to claim 1 , wherein reconnecting the first device to the second device comprises establishing a connection from the outbound system to the second device; and connecting the first device to the established connection to the second device.

6. A method according to claim 1 , wherein reconnecting the first device to the second device comprises reconnecting the second device to an alternative first device, when the first device is unavailable.

7. A method according to claim 1 , wherein the connection is interrupted by one or more of: first device, second device and intermediate node in a network.

8. A method according to claim 1 , comprising providing the first device with data generated for the second device prior to the interrupted connection.

9. A method according to claim 1 , wherein the transmitted data for the second device comprises data selected from a group consisting of customer name, customer phone number, agent identifier and drop time.

10. A method according to claim 1 , wherein reconnecting comprises establishing a connection from the first device via the outbound system to an Internet Protocol private branch exchange that is connected via a service provider network to the second device.

11. A method according to claim 1 , comprising blocking, by the inbound system, to receive incoming connection requests by the second device.

12. A method according to claim 1 , wherein the outbound system reconnects the first device to an alternative second device when the reconnection to the second device is unsuccessful.

13. A method according to claim 1 , wherein the interrupted connection is a voice call.

14. A system for reestablishing an interrupted connection between a first device and a second device, the system comprising:
a computing device;
a memory, configured to store data related to a second device; and
a processor, the processor configured to:
detect an interrupted connection between a first device and the second device;
transmit data for the second device to an outbound system; and
reconnect the first device to the second device using the data.

15. A system according to claim 14 , wherein the first device is an agent device and the second device is a customer device.

16. A system according to claim 14 , wherein the processor is configured to block the first device to receive incoming connection requests.

17. A system according to claim 14 , wherein the processor is configured to provide the first device with data generated for the second device prior to the interrupted connection.

18. A system according to claim 14 , wherein the processor is configured to unblock the first device by an inbound system, to receive incoming connection requests.

19. A system according to claim 14 , wherein the interrupted connection is a voice call.

20. A method for reconnecting a disconnected call between a computing device and a mobile device, the method comprising:
detecting, by a first software platform, a disconnected call between a computing device and a mobile device;
transmitting, by the first software platform, data for a connection request to the mobile device to a second software platform; and
reconnecting, by a second software platform, the computing device to the mobile device using data for the connection request.

Assignees

• Incontact Inc

Inventors

• Kannan Sudarshan
• Singh Dhanendra
• Hegde Ganesh

Classifications

• H04M2203/2088

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

• H04M3/5231 Primary

  with call back arrangements · CPC title