Systems and methods for reestablishing terminated telephone calls with an interactive voice response (IVR) system

摘要

A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination identifier is received by a call processing module, which uses the call origination identifier to retrieve call record and call processing information associated with a prior call session. The call record and call processing information is processed to determine the state of the prior call session and its point of termination when it was terminated. If the point of termination was associated with a human operator, then the call processing module determines whether the same human operator is available. If not, the user is provided a choice of call session options including being placed in a hold queue until the same or another human operator is available, requesting a return call from a human operator, or selecting another call session process.

主权项

1. A system for reestablishing terminated telephone calls with an interactive voice response (IVR) system, comprising:
a database comprising call processing information indexed to a call origination identifier; and a call processing module operable to process said call processing information to, upon reconnection, determine at least one of i) a position of a user's previously terminated call session within a first IVR process or ii) the identity of a customer service representative (CSR) to whom the user was communicating during the previously terminated call session, said call processing module being further operable to use said call origination identifier to identify the user upon reconnection and to use said call processing information to at least one of i) automatically re-establish the user's position within the IVR process or ii) re-establish communication with the CSR; wherein, when the CSR is unavailable upon reconnection of the terminated call, said call processing module offers the user the option to request routing to a second IVR process; and wherein, when the CSR is unavailable upon reconnection of the terminated call and the user has opted to request the second IVR process, upon completion of the second IVR process, the user is rerouted to the first IVR process and the user is placed in a next available position of a hold queue until the CSR is available.