System and method for self-service callback modification

摘要

A system and method are presented for self-service callback modification. A user may request a callback. A unique confirmation identifier may be issued which may be used by the system to look up the callback record. A user may modify their callback request at any time during the callback process to receive their callback at a requested point in time, change the address to which the callback is addressed, alter the media through which the callback is placed, etc. Modification may occur in real time. Confirmation may be sent to the user after modification.

主权项

1. A computer-implemented method of self-service callback modification, in real-time, of a pending callback request from a previous interaction, the method comprising the steps of:
a. presenting, by a caller, an identifier of said pending callback request from said previous interaction; b. performing, by a server, a callback lookup according to said identifier; c. modifying said pending callback request by said caller in real-time, wherein said caller selects from one or more options for modification; wherein said modification further comprises skill modification by said caller; wherein said skill modification further comprises changing a required skill for said pending callback request by said caller; d. routing, by said server, said pending callback request into an active processing queue according to said modifying; e. determining, by said server, if said modification of said pending callback request is successful, wherein a successful confirmation identifier is sent to said caller if said modification of said callback request is successful, and wherein a unsuccessful confirmation identifier is sent to said caller if said modification of said callback request is not successful; wherein the modification of step (c) further comprises pausing said pending callback request;
wherein the step of pausing said pending callback request further comprises the steps of:
a. removing said pending callback request from further processing by rerouting said pending callback request into a non-routing wait queue; andb. resuming processing by transferring said pending callback request back into said active processing queue from said non-routing wait queue; wherein said resuming is triggered by a request from said caller to re-activate processing of said pending callback request.