Contact center session preservation

摘要

A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.

主权项

1. A call handling system for a contact center, the system comprising:
a processor; a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
instantiate an interactive voice response (IVR) tree having a plurality of places, and a queue having a plurality of places,maintain a call history database including, for each of one or more stored calls:
a stored customer identifier (CID); anda stored call status, wherein the stored call status contains an indication of whether an advertisement was communicated to a caller associated with the stored call;determine, based on comparing a CID of an incoming call to the stored CIDs in the call history database, whether the incoming call is a continuation of a previously interrupted stored call;in response to determining that the incoming call is a continuation of a previously interrupted stored call:
determine whether the previously interrupted stored call was interrupted while associated with a place in the tree or in a place in the queue;in response to determining that the previously interrupted stored call was interrupted while associated with a place in the tree, associate the incoming call with the place in the tree;in response to determining that the previously interrupted stored call was interrupted while associated with a place in the queue, associate the incoming call with the place in the queue;determine, based on the indication in the call status that the advertisement was communicated to the caller; andin response to determining that the advertisement was communicated to the caller, refrain from communicating the advertisement during the incoming call; and a switch coupled to the processor, the switch configured to route the incoming call to a contact center resource.