System and method for hybrid callback management
AssigneeVirtual Hold Technology Solutions, LLC
InventorsMatthew DiMaria, Nicholas James Kennedy, Robert Harpley, Daniel Bohannon, Shannon Lekas
Life of this patent
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Abstract
A system and method for hybrid callback management, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution while allowing for mixed telephony types to be seamlessly integrated into one communication platform.
Claims12
A system for hybrid callback management, comprising:
- a callback cloud service comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:
- maintain relevant agent and brand data from an on-premise callback system;
- execute callback requests;
- calculate estimated wait times for callbacks;
- and
- an on-premise callback system comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:
- send data related to callback objects and agents to a callback cloud service;
- create a callback object upon a consumer requesting a call back;
- execute callbacks between consumers and agents at a specified time;
- and
- connect the two parties, when the two first and second called parties are online, and delete the callback object.
A method for hybrid callback management and failure recovery, comprising the steps of:
- maintain relevant agent and brand data from an on-premise callback system, using the callback cloud service;
- executing callback requests, using the callback cloud service;
- calculating estimated wait times for callbacks, using the callback cloud service;
- sending data related to callback objects and agents to the callback cloud service, using the on-premise callback system;
- creating a callback object upon a consumer requesting a call back, using the on-premise callback system;
- executing callbacks between consumers and agents at a specified time, using the on-premise callback system;
- and
- connecting the two parties, when the two first and second called parties are online, and deleting the callback object, using the on-premise callback system.
Dependencies are inferred from the claim text.