# US 2020/0288018 A1 · Priority reconnection of dropped nodes from a network > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2020/0288018 A1 - Document ID: US20200288018A1 - Status: Published application - Kind: A1 - Application number: 16/291,549 - Filed: 2019-03-04 - Published: 2020-09-10 - Earliest claimed: 2019-03-04 - Assignees: Avaya Inc. - Applicants: Avaya Inc. - Inventors: Mehmet Balasaygun; Dragan Grebovic; David Chavez; Kurt Haserodt - Web page: https://patentgrep.com/patent/US20200288018A1 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 3/2227: {Quality of service monitoring} - H04M 2201/40: using speech recognition - H04M 2203/2005: Temporarily overriding a service configuration - H04M 2203/2088: Call or conference reconnect, e.g. resulting from isdn terminal portability - H04M 2203/408: Customer-specific call routing plans - H04M 2203/558: Databases - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Contact centers may receive a call that is unintentionally disconnected or has poor audio quality. If the customer needs to call again, re-entering the normal queuing process, which may have a significant delay, or re-starting an issue (e.g., providing background information, stating a problem, etc.) further adds to the frustration. Methods and systems are provided to enable a customer, who is disconnected or other wise unable to communicate effectively with an agent, to be re-queued at a higher priority, if they call the contact center again, such as within a period of time likely to be associated with the same event. ## Claims ### Claim 1 A system, comprising: a microprocessor; a data storage; and a network interface; and the microprocessor: monitors a first communication occurring between a first customer communication device and a first agent communication device utilizing the network interface; determines the monitored first communication has insufficient connection quality; in response to the first monitored communication having an insufficient connection quality, setting a priority record in the data storage to comprising indicia of high priority for the first customer associated with the first customer endpoint; receives a plurality of subsequent communications via the network interface from a plurality of subsequent customer communication devices; enqueues the plurality of subsequent communications to connect to ones of a plurality of agent communication devices in a first priority order; and upon determining one of the plurality of subsequent communications is associated with the priority record comprising indicia of high priority, executing a first requeueing of the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the next available one of the agent communication device. ### Claim 2 (depends on 1) The system of claim 1, wherein the first requeueing the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the next available one of the agent communication device, further comprises requeueing the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the first agent communication device. ### Claim 3 (depends on 1) The system of claim 1, wherein the first priority comprises a first-in-first-out ordering. ### Claim 4 (depends on 1) The system of claim 1, wherein the determining the monitored communication has insufficient connection quality comprises determining the first communication encountering an unintended termination. ### Claim 5 (depends on 1) The system of claim 1, wherein the determining the monitored communication has insufficient connection quality comprises receiving indicia of insufficient connection quality from an agent associated with the first agent communication device. ### Claim 6 (depends on 1) The system of claim 1, wherein the determining the monitored communication has insufficient connection quality comprises determining the amount of line noise is above a previously determined value. ### Claim 7 (depends on 1) The system of claim 1, wherein the determining the monitored communication has insufficient connection quality comprises determining a number of repeated portions of spoken content is above a previously determined value. ### Claim 8 (depends on 1) The system of claim 1, wherein the plurality of subsequent communications utilizes a different form of communication medium from the first communication. ### Claim 9 (depends on 1) The system of claim 1, wherein setting the priority record in the data storage to comprise indicia high priority comprises setting a timestamp and upon expiration of the priority record, determined by a current time and the timestamp, setting the priority record to remove indicia of high priority. ### Claim 10 (depends on 1) The system of claim 1, further comprising, upon determining the first customer is associated the priority record comprising indicia of blacklisting, omitting the first requeueing and performing a second requeueing of the plurality of subsequent communications to cause at least one of the plurality of subsequent communications, that was received after the one of the plurality of subsequent communications, to be enqueued before the one of the plurality of subsequent communications. ### Claim 11 A method, comprising: monitoring a first communication occurring between a first customer communication device and a first agent communication device; determining the monitored first communication has insufficient connection quality; in response to the first monitored communication having an insufficient connection quality, setting a priority record to comprising indicia of high priority for the first customer associated with the first customer endpoint; receiving a plurality of subsequent communications from a corresponding plurality of subsequent customer communication devices; enqueuing the plurality of subsequent communications to connect to ones of a plurality of agent communication devices in a first priority order; and upon determining one of the plurality of subsequent communications is associated with the priority record comprising indicia of high priority, executing a first requeueing of the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the next available one of the agent communication device. ### Claim 12 (depends on 11) The method of claim 11, wherein the first requeueing the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the next available one of the agent communication device, further comprises requeueing the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the first agent communication device. ### Claim 13 (depends on 11) The method of claim 11, wherein the first priority comprises a first-in-first-out ordering. ### Claim 14 (depends on 11) The method of claim 11, wherein the determining the monitored communication has insufficient connection quality comprises determining the first communication encountering an unintended termination. ### Claim 15 (depends on 11) The method of claim 11, wherein the determining the monitored communication has insufficient connection quality comprises receiving indicia of insufficient connection quality from an agent associated with the first agent communication device. ### Claim 16 (depends on 11) The method of claim 11, wherein the determining the monitored communication has insufficient connection quality comprises determining the amount of line noise is above a previously determined value. ### Claim 17 (depends on 11) The method of claim 11, wherein the plurality of subsequent communications utilizes a different form of communication from the first communication. ### Claim 18 (depends on 11) The method of claim 11, wherein setting the priority record to comprise indicia high priority comprises setting a timestamp and upon expiration of the priority record, determined by a current time and the timestamp, setting the priority record to remove indicia of high priority. ### Claim 19 A system, comprising: means to monitor a first communication occurring between a first customer communication device and a first agent communication device; means to determine the monitored first communication has insufficient connection quality; in response to the first monitored communication having an insufficient connection quality, means to set a priority record to comprising indicia of high priority for the first customer associated with the first customer endpoint; means to receive a plurality of subsequent communications from a corresponding plurality of subsequent customer communication devices; means to enqueue the plurality of subsequent communications to connect to ones of a plurality of agent communication devices in a first priority order; and upon determining one of the plurality of subsequent communications is associated with the priority record comprising indicia of high priority, means to execute a first requeueing of the plurality of subsequent communications to cause the one of the plurality of subsequent communications to be connected to the next available one of the agent communication device. ### Claim 20 (depends on 19) The system of claim 19, wherein the means to set the priority record to comprise indicia high priority, further comprises means to set a timestamp and upon expiration of the priority record, determined by a current time and the timestamp, setting the priority record to remove indicia of high priority.