Managing received calls
AssigneeInternational Business Machines Corporation
InventorsChristina Karen Lauridsen, Sushma Bharat Patel, Loulwa F. Salem, Lisa Anne Seacat
Life of this patent
Estimating the term…
Abstract
A method, apparatus, and computer usable program product for managing received calls. In response to receiving a first call from a user, the process stores a record of the first call in a table of received calls. Thereafter, in response to receiving a second call from the user within a predefined period of time after the first call was prematurely disconnected, the process identifies a second call as a prematurely terminated call. The process then places the prematurely terminated call in a queue of calls according to a set of configurable criteria and updates the record of the first call with a progress of the prematurely terminated call.
Claims12
A computer implemented method for managing received calls, the computer implemented method comprising:
- responsive to receiving a first call from a user, storing a record of the first call in a table of received calls and placing the first call in a queue of calls;
- responsive to receiving a second call from the user within a predefined period of time after the first call was prematurely disconnected, identifying the second call as a prematurely terminated call;
- determining a length of time the first call was in the queue of calls;
- responsive to determining the length of time, placing the prematurely terminated call in a position in the queue of calls based on the length of time the first call was in the queue of calls;
- and
- updating the record of the first call with a progress of the prematurely terminated call.
A computer program product comprising:
- a computer readable storage device including computer usable program code for managing received calls, the computer program product comprising:
- computer usable program code for storing a record of the first call in a table of received calls in response to receiving a first call from a user and placing the first call in a queue of calls;
- computer usable program code for identifying a second call as a prematurely terminated call in response to receiving the second call from the user within a predefined period of time after the first call was prematurely disconnected;
- computer usable program code for determining a length of time the first call was in the queue of calls;
- computer usable program code for placing the prematurely terminated call in a position in the queue of calls based on the length of time the first call was in the queue of calls in response to determining the length of time;
- and
- computer usable program code for updating the record of the first call with a progress of the prematurely terminated call.
A system for managing received calls, the system comprising:
- a memory for storing at least one of a table of received calls, a call queue, and a set of configurable criteria;
- and
- a processor unit configured to execute computer program code including prioritization logic for storing a record of a first call in a table of received calls and placing the first call in a queue of calls in response to receiving the first call from a user;
- identifying a second call as a prematurely terminated call in response to receiving the second call from the user within a predefined period of time after the first call was prematurely disconnected;
- determining a length of time the first call was in the queue of calls;
- placing the prematurely terminated call in a position in the queue of calls based on the length of time the first call was in the queue of calls in response to determining the length of time;
- and updating the record of the first call with a progress of the prematurely terminated call.
Dependencies are inferred from the claim text.