Back to results
US 2020/0396337 A1Published application
System and method for hybrid callback management and failure recovery
AssigneeVirtual Hold Technology Solutions, LLC
InventorsMatthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
Life of this patent
Estimating the term…
Abstract
A system and method for hybrid callback management and failure recovery, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.
Claims4
A system for hybrid callback management and failure recovery, comprising:
- a callback cloud service comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:
- store and maintain global user profiles;
- communicate with an on-premise callback system;
- maintain relevant agent and brand data from an on-premise callback system;
- execute callback requests;
- calculate estimated wait times for callbacks;
- and
- an on-premise callback system comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:
- communicate with a callback cloud service;
- send data related to callback objects and agents to a callback cloud service;
- receive consumer calls to a brand;
- create a callback object upon a consumer requesting a call back from a brand;
- schedule a callback with consumers based on consumer availability and agent scheduling;
- execute callbacks between consumers and agents at a specified time;
- and
- connect the two parties, when the two first and second called parties are online, and delete the callback object.
13 more elements
A method for hybrid callback management and failure recovery, comprising the steps of:
- storing and maintaining global user profiles, using a callback cloud service;
- communicating with an on-premise callback system, using a callback cloud service;
- maintain relevant agent and brand data from an on-premise callback system, using a callback cloud service;
- executing callback requests, using a callback cloud service;
- calculating estimated wait times for callbacks, using a callback cloud service;
- communicating with a callback cloud service, using an on-premise callback system;
- sending data related to callback objects and agents to a callback cloud service, using an on-premise callback system;
- receiving consumer calls to a brand, using an on-premise callback system;
- creating a callback object upon a consumer requesting a call back from a brand, using an on-premise callback system;
- scheduling a callback with consumers based on consumer availability and agent scheduling, using an on-premise callback system;
- executing callbacks between consumers and agents at a specified time, using an on-premise callback system;
- and
- connecting the two parties, when the two first and second called parties are online, and deleting the callback object, using an on-premise callback system.
10 more elements
Dependencies are inferred from the claim text.