Handling audio path failure and poor quality of service for voice calls in a contact center

A non-transitory, computer-readable medium comprising computer-executable instructions for handling at least one of an audio path failure and a non-conformant quality of service (QoS) for a call being conducted between a contact center agent and a remote party, that when executed, cause at least one computer processor to:

• monitor a first audio path established to a first telephony device in which the call has been bridged onto the first audio path and involves streaming audio from the first telephony device over the first audio path that is routed to a second telephony device being used by the remote party and receiving audio at the first telephony device originated from the second telephony device and streamed over the first audio path;
• detect at least one of the audio path failure and the non-conformant QoS, wherein the audio path failure comprises a situation in which at least one of the audio from the first telephony device can no longer be streamed over the first audio path and the audio originated from the second telephony device can no longer be streamed over the first audio path and the non-conformant QoS comprises a situation in which the audio being streamed over the first audio path from or to the first telephony device is at a level of quality considered to negatively affect the contact center agent and remote party conversing on the call;
• and
• in response to detecting at least one of the audio path failure and the non-conformant QoS, bridge the call onto a second audio path connected to an interactive voice response system (IVR) so that the call is not disconnected from the second telephony device and the IVR can stream audio over the second audio path that is routed to the second telephony device.

A system for handling at least one of an audio path failure and a non-conformant quality of service (QoS) for a call being conducted between a contact center agent and a remote party, the system comprising:

• a network;
• and
• at least one computer processor configured to:
• monitor a first audio path established over the network to a first telephony device in which the call has been bridged onto the first audio path and involves streaming audio from the first telephony device over the first audio path that is routed to a second telephony device being used by the remote party and receiving audio at the first telephony device originated from the second telephony device and streamed over the first audio path;
• detect at least one of the audio path failure and the non-conformant QoS, wherein the audio path failure comprises a situation in which at least one of the audio from the first telephony device can no longer be streamed over the first audio path and the audio originated from the second telephony device can no longer be streamed over the first audio path and the non-conformant QoS comprises a situation in which the audio being streamed over the first audio path from or to the first telephony device is at a level of quality considered to negatively affect the contact center agent and remote party conversing on the call;
• and
• in response to detecting at least one of the audio path failure and the non-conformant QoS, bridge the call onto a second audio path connected to an interactive voice response component (IVR) so that the call is not disconnected from the second telephony device and the IVR can stream audio over the second audio path that is routed to the second telephony device.