Method and apparatus for bridging communication requests to call centers

摘要

A method to shorten hold time experienced by callers to call centers by placing predictive calls into call centers in advance to obtain favorable queue positions, and release the most favorable queue positions to callers when they indicate desires to speak with call center agents by bridging their inbound calls to the favorable positions. Most favorable positions are usually the earliest predictive calls placed that are still in the queue. The method also includes other proactive tasks that may be required to navigate automated ACD or IVR call tree, maintain the active status of call queues to ACD or IVR, detect and treat possible improper disconnection, and detect and remediate premature disconnection between callers and agents.

主权项

1. A computing device comprising: a memory storing computer instructions; and a controller communicatively coupled to the memory, wherein the controller, responsive to executing the computer instructions, performs operations comprising: making outbound calls to call centers at optimal interval; maintaining multiple concurrent call sessions to the same call centers;
receiving requests from other devices intending to be connected to the concurrent call sessions with call centers; selecting the oldest concurrent sessions to call centers; bridging the the oldest concurrent sessions to call centers with the devices requesting the connection; keeping track of call duration; polling the requesting devices for settlement options when call durations meet certain predetermined criteria, or not meeting certain predetermined criteria.