System and method to connect a call
AssigneeUnited Services Automobile Association (USAA)
InventorsV. Adele Condreay, Jason New, Bill Grigsby
Life of this patent
Estimating the term…
Abstract
Disclosed are systems and methods to connect a call. The systems and methods provide techniques to receive a call from a caller and determine a calf path for the call. The call path is used to connect the caller to a call path destination. The call path destination may vary depending on factors in addition to the call path, such as, for example, a classification of the caller and a classification of the representative to whom the caller is to be connected.
Claims13
A non-transitory computer-readable storage medium comprising instructions stored thereon that are executed by a processor to:
- connect, by a server, a call from a caller to a first representative;
- receive, by the server, information related to the call from the caller;
- determine, by the server, a call path option based on the received information related to the call;
- determine, by the server, whether a call path destination associated with the call path option is available;
- when the call path option is available, route, by the server, the caller to a second representative, the second representative being qualified to handle the call based on the received information;
- determine, by the server, whether a call path destination associated with the call path option is unavailable;
- and
- when the call path option is unavailable,
- update, by the server, the call path destination by replacing the call path destination with a new call path destination;
- and
- provide, by the server, a number and an available call time to the caller responsive to a determination when the new call path destination is available in the future.
A system, comprising:
- at least one subsystem that connects a call from a caller to a first representative;
- at least one system that receives information related to the call from the caller;
- at least one subsystem that determines a call path option based on the information associated with the call;
- at least one subsystem that determines a time that a call path destination associated with the call path option is available;
- when the call path destination is available, routing by the at least one subsystem, the caller to a second representative being qualified to handle the call based on the information associated with the call;
- at least one subsystem that determines a time that a call path destination associated with the call path option is unavailable;
- and
- when the call path destination is unavailable,
- update, by the subsystem, the call path destination by replacing the call path destination with a new call path destination;
- and
- providing, by the subsystem, a time that the new call path destination is available in the future and the telephone number associated with the new call path destination to the caller.
Dependencies are inferred from the claim text.