Apparatus and method for processing call disconnects
AssigneeAvaya Inc.
InventorDaryl Ufra Lang
Life of this patent
Estimating the term…
Abstract
A method and system process call path interruptions by detecting an interruption of a call path to a first telecommunication terminal during a telecommunication call, selecting by a second telecommunication terminal that remains on the telecommunication call another telecommunication endpoint to which to transfer the telecommunication call, and establishing the telecommunication call between the second telecommunication terminal and the other telecommunication endpoint.
Claims12
A method for processing call path interruptions by a call center, comprising the steps of:
- detecting by the call center an interruption of a call path via a first network to a first telecommunication terminal used by a call center agent during a telecommunication call for a call center transaction with a second telecommunication terminal and controlled by the call center whereby the interruption of the call path resulted from a network problem in the first network communicating the call path;
- presenting by the call center in response to the detection of the interruption of the call path for selection by the second telecommunication terminal that remains on the telecommunication call a third telecommunication terminal also used by the call center agent and interconnected to the call center via a second network to which the call center will transfer the telecommunication call whereby a message sent to the second telecommunication terminal is utilized to present the third telecommunication terminal connected via the second network to the call center to the second telecommunication terminal;
- and
- establishing by the call center in response to a selection by the second telecommunication terminal the telecommunication call between the second telecommunication terminal and the third telecommunication terminal used by the call center agent via the second network whereby the call center transaction is continued.
A computer-readable medium for processing call path interruptions by a call center, storing computer-executable instructions configured for:
- detecting by the call center an interruption of a call path via a first network to a first telecommunication terminal used by a call center agent during a telecommunication call for a call center transaction with a second telecommunication terminal and controlled by the call center whereby the interruption of the call path resulted from a network problem in the first network communicating the call path;
- presenting by the call center in response to the detection of the interruption of the call path for selection by the second telecommunication terminal that remains on the telecommunication call a third telecommunication terminal also used by the call center agent and interconnected to the call center via a second network to which the call center will transfer the telecommunication call whereby a message sent to the second telecommunication terminal is utilized to present the third telecommunication terminal connected via the second network to the call center to the second telecommunication terminal;
- and
- establishing by the call center in response to a selection by the second telecommunication terminal the telecommunication call between the second telecommunication terminal and the third telecommunication terminal used by the call center agent via the second network whereby the call center transaction is continued.
Dependencies are inferred from the claim text.