Systems and methods for queuing incoming call within 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 processing calls, 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 a state of a user's previously terminated call session;initiate a prioritized call session for a prematurely terminated call and assign a prioritization status based on said prematurely terminated call; determine said user's position at a point of termination within an interactive voice response (IVR) process at the time of said prematurely terminated call and; provide, on a graphical user interface (GUI) implemented on a device operated by the user and connected to the call processing module over an internet protocol network: a user selection to resume said prematurely terminated call and to use said call processing information to automatically re-establish said user's position at the point of termination within said IVR process of said prematurely terminated call; and provide the user with a choice of call options upon reconnection, wherein the call options include the option of selecting a different call session process while also being placed in a hold queue until a customer service representative (CSR) associated with the prematurely terminated call is available, and wherein a call session process includes a process associated with a service provided by the call processing module; wherein said call processing information comprises terminated calls, and wherein said terminated calls are indexed to said origination identifier.