Session board controller based post call routing for customer feedback application
AssigneeNice Systems Ltd.
InventorsLeon PORTMAN, Shay WEISS, Hadas LIBERMAN BEN-AMI, Uzi BARUCH, Beeri MART, Offer HASSIDI, Omri HAYNER
Life of this patent
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Abstract
Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.
Claims17
A method for handling communication sessions comprising:
- detecting by a session border controller a communication session;
- receiving by the session border controller an indication that a customer-service interaction associated with the communication session has been ended;
- and
- transferring the communication session by the session border controller to a feedback application.
A system for handling communication sessions, the system comprising:
- a session border controller coupled to the communication network to detect a communication session;
- and
- an automated customer feedback application coupled to the session border controller via the communication network,
- wherein the session border controller transfers the communication session to the feedback application upon receipt of an indication that a customer-service interaction of the communication session has been ended.
An article comprising a computer-storage medium having stored thereon instructions that, when executed by a processing platform, result in:
- detecting a communication session;
- receiving an indication that a customer-service interaction associated with the communication session has been ended;
- and
- transferring the communication session to a feedback application.
Dependencies are inferred from the claim text.