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 system, comprising:
a call history database comprising a stored customer identifier (CID) and a stored call status for each of one or more stored calls, the system being configured:
to compare the CID of an incoming call with the stored CIDs in the call history database; andto put the call in an agent-specific routing path for an agent when at least:
the CID of the incoming call matches the stored CID of a stored call in the call history database, andthe stored call status includes an stored agent identifier identifying the agent.