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US 11,470,197 B2Granted
System and method for replacing hold-time with a call-back in a contact center environment
AssigneeFonCloud, Inc.
InventorsShai Berger, Jason P. Bigue, Michael J. Pultz
Life of this patent
Estimating the term…
Abstract
System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.
Claims26
A method comprising:
- receiving a call, from a waiting party, at an organization that utilizes a queuing calling system (QCS) to create a queue to talk to an agent of the organization;
- transferring the call in progress, without participation by the waiting party, to an independent calling system (ICS), a third party not operated by the organization, between the waiting party and the queuing party on a voice line for a transaction, and transferring call-attached data comprising data about the transaction or the waiting party from the QCS to the ICS using a data line;
- terminating, by the ICS, the call between the waiting party and the queuing party based on a decision from the waiting party to receive a call-back, rather than wait on hold;
- initiating an agent leg call from the ICS to the QCS to hold a virtual spot for the waiting party;
- detecting at the ICS that an agent at the QCS is available;
- initiating, by the ICS, a waiting party leg call between the waiting party and the QCS;
- bridging the waiting party leg call and the agent leg call to create a voice line connection between the waiting party and the QCS;
- and
- transferring call-attached data back to the QCS over the data line.
6 more elements
A queuing system comprising:
- a queuing calling system (QCS) for an organization to create a queue to talk to an agent of the organization;
- a waiting party calling system configured to communicate with the QCS, during a call from a waiting party to a queuing party on a voice line for a transaction;
- an independent calling system (ICS)), a third party not operated by the organization, to receive the call, in progress, between the waiting party and the queuing party on a voice line for a transaction without participation by the waiting party, to receive call-attached data comprising data about the transaction or the waiting party from the QCS using a data line;
- to terminate the call between the waiting party and the queuing party based on a decision from the waiting party to receive a call-back, rather than wait on hold, to initiate an agent leg call from the ICS to the QCS to hold a virtual spot for the waiting party;
- to detect that the transaction can be processed at the QCS;
- to initiate a waiting party leg call between the waiting party and the QCS, to bridge the waiting party leg call and the agent leg call, to create a voice line connection between the waiting party and the QCS, and to transfer call-attached data back to the QCS over the data line.
3 more elements
Dependencies are inferred from the claim text.