Handling audio path failure and poor quality of service for voice calls in a contact center

A non-transitory, computer-readable medium comprising computer-executable instructions, that when executed while a call is being conducted between a contact center agent and a remote party, cause at least one computer processor to:

• identify at least one of (1) not receiving a response within a time threshold to a request sent to a software application supporting a workstation being used by the contact center agent, (2) receiving a request from the workstation to log out the contact center agent, and (3) receiving a message signaling a first audio path is being torn down, wherein the first audio path is used to stream audio during the call from a first telephony device being used by the contact center agent that is routed to a second telephony device being used by the remote party;
• and
• in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have the call bridged onto a second audio path connected to at least one of an interactive voice response system (IVR) and a third telephony device so that the call is not disconnected from the second telephony device and at least one of the IVR and the third telephony device can stream audio over the second audio path that is routed to the second telephony device.

A system comprising:

• at least one computer processor configured, while a call is being conducted between a contact center agent and a remote party, to:
• identify at least one of (1) not receiving a response within a time threshold to a request sent to a software application supporting a workstation being used by the contact center agent, (2) receiving a request from the workstation to log out the contact center agent, and (3)) receiving a message signaling a first audio path is being torn down, wherein the first audio path is used to stream audio during the call from a first telephony device being used by the contact center agent that is routed to a second telephony device being used by the remote party;
• and
• in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have the call bridged onto a second audio path connected to at least one of an interactive voice response system (IVR) and a third telephony device so that the call is not disconnected from the second telephony device and at least one of the IVR and the third telephony device can stream audio over the second audio path that is routed to the second telephony device.