Back to results
US 11,889,025 B1Granted
System and method for replacing hold-time with a call-back in a contact center environment
AssigneeFonCloud, Inc.
InventorsShai Berger, Jason Bigue, Michael 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.
Claims20
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;
- receiving, a call-back number of the waiting party from a device, wherein the call-back number was entered from a visual interface presented on the device;
- 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;
- initiating, by the ICS, a waiting party leg call between the waiting party and the QCS using the call-back number;
- bridging the waiting party leg call and the agent leg call to create a voice line connection between the waiting party and the QCS.
4 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;
- and
- 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 without participation by the waiting party, to receive a call-back number of the waiting party from a device, wherein the call-back number was entered from a visual interface presented on the device, to receive 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 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, and to create a voice line connection between the waiting party and the QCS.
2 more elements
Dependencies are inferred from the claim text.