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
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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.
Claims22
1- A method comprising:
- receiving a call from a waiting party to a queuing party on a voice line;
- transferring the call to a virtual queuing system;
- holding a virtual spot for the waiting party by the virtual queuing system;
- obtaining user attached data by the virtual queuing system;
- transferring user attached data to the queuing party using a data line;
- and causing a call back between the queuing party and the waiting party.
2- The method of claim 1, wherein virtual queuing system comprises a cloud based system such that the queuing party does not need hardware or software to implement the method.
3- The method of claim 1, wherein the call from a waiting party is on a PSTN line, and the communication between the virtual queuing system and the queuing party is at least partially on a data line.
4- The method of claim 3, wherein the data line is one of a VoIP, Internet, Intranet, WAN, and LAN.
5- The method of claim 1, wherein the user attached data is encrypted in transport.
6- The method of claim 5, wherein the user attached data is encrypted with different levels of sensitivity at different states of transaction.
7- The method of claim 1, wherein the waiting party is prompted to choose a call-back time.
8- The method of claim 1, wherein the call-back is scheduled according to resources.
9- The method of claim 1, wherein the waiting party is allowed to change a call-back address or reschedule a call-back.
10- The method of claim 1, wherein the virtual queuing system chooses a call-back address based on a profile of the waiting party.
11- The method of claim 1, wherein the virtual queuing system communicates with a local media appliance (LMA) at the queuing party.
12- A virtual queuing system comprising:
- a first module configured to receive a voice a call from a waiting party to a queuing party on a voice line;
- a second module configured to hold a virtual spot for the waiting party;
- a third module configured to obtain user attached data;
- a forth module configured to transfer user attached data to the queuing party using a data line;
- and a fifth module configured to cause a call back between the queuing party and the waiting party.
13- The virtual queuing system of claim 12, wherein the virtual queuing system comprises a cloud based system such that the queuing party does not need hardware or software to use the system.
14- The virtual queuing system of claim 12, wherein the call from a waiting party is on a PSTN line, and the communication between the virtual queuing system and the queuing party is at least partially on a data line.
15- The virtual queuing system of claim 14, wherein the data line is one of a VoIP, Internet, Intranet, WAN, and LAN.
16- The virtual queuing system of claim 12, wherein the user attached data is encrypted in transport.
17- The virtual queuing system of claim 16, wherein the user attached data is encrypted with different levels of sensitivity at different states of transaction.
18- The virtual queuing system of claim 12, wherein the waiting party is prompted to choose a call-back time.
19- The virtual queuing system of claim 12, wherein the call-back is scheduled according to resources.
20- The virtual queuing system of claim 12, wherein the waiting party is allowed to change a call-back address or reschedule a call-back.
21- The virtual queuing system of claim 12, wherein the virtual queuing system chooses a call-back address based on a profile of the waiting party.
22- The virtual queuing system of claim 12, wherein the virtual queuing system communicates with a local media appliance (LMA) at the queuing party.