System and method for replacing hold-time with a call back in a contact center environment
AssigneeFonCloud, Inc.
InventorsShai Berger, Jason 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 and handles 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.
Claims10
A system for providing virtual queuing for a plurality of queuing calling systems, the system comprising at least one remote server and a plurality of local media appliances, wherein the local media appliances are configured to obtain queue and call information from one of the queuing calling systems and to generate queue and call information data related to the queuing calling system, the remote server configured to obtain queue and call information data from the local media appliances and to generate at least one virtual queue for each of the plurality of queuing calling systems.
A method for providing virtual queuing for a plurality of queuing calling systems, the method comprising using at least one remote server and a plurality of local media appliances, using the local media appliances for obtaining queue and call information from one of the queuing calling systems and generating queue and call information data related to the queuing calling system, using the remote server configured to obtain queue and call information data from the local media appliances and generating at least one virtual queue for each of the plurality of queuing calling systems.
Dependencies are inferred from the claim text.