System and method for eliminating hold time in a telecommunications network
A method and system for managing requests in a hold queue and the responses thereto are described. By providing a management system for handling requests in a call queue, a requesting party may be free to perform other tasks while waiting for a response. In addition, the management system may modify request priority independently of a party receiving the request. The method and system may further facilitate the entry of request related information by implementing an information database. The flexibility of a receiving party in responding to a request may also be enhanced through a greater selection of response options. The management system and method may further provide automatic backup and secondary options if a receiving party's first option is unfeasible.
1. A method for processing communications between a requesting party and a receiving party, comprising:
establishing, at a server comprising a first system, and in response to receiving input comprising a plurality of communication data from a requesting party through a first network connection, a second network connection between the server and a destination device associated with the receiving party; and
transmitting the plurality of communication data from the server to the destination device,
wherein a second system monitors the second network connection and detects input from the receiving party and, in response to detecting the input from the receiving party, evaluates the detected input to determine a task corresponding to the detected input, and performs the determined task, wherein each of a plurality of possible inputs are associated with a respective task, and
wherein the determined task comprises receiving audio input from the receiving party, establishing a third network connection between the server and the requesting party, and transmitting data associated with the audio input to the requesting party through the third network connection in an email message.
2. The method of claim 1 ,
wherein the second system detects a termination of the second network connection between the server and the destination device, determines whether a response to the communication data was received from the receiving party, and re-establishes the second network connection after a wait time when a response was not received.
3. The method of claim 1 ,
wherein the server comprises a web server and the second system comprises a voice gateway.
4. The method of claim 1 ,
wherein the first system and the second system are implemented on the server.
5. The method of claim 1 ,
wherein the input from the requesting party is received via a graphical user interface.
6. A method for processing communications between a requesting party and a receiving party, comprising:
establishing, at a server comprising a first system, and in response to receiving input comprising a plurality of communication data from a requesting party through a first network connection, a second network connection between the server and a destination device associated with the receiving party; and
transmitting the plurality of communication data from the server to the destination device,
wherein a second system monitors the second network connection and detects input from the receiving party and, in response to detecting the input from the receiving party, evaluates the detected input to determine a task corresponding to the detected input, and performs the determined task, wherein each of a plurality of possible inputs are associated with a respective task, and
wherein the determined task comprises determining, from input, a pause time comprising a requested longer period of time than a default period of time for input.
7. A method for processing communications between a requesting party and a receiving party, comprising:
establishing, at a server comprising a first system, and in response to receiving input comprising a plurality of communication data from a requesting party through a first network connection, a second network connection between the server and a destination device associated with the receiving party; and
transmitting the plurality of communication data from the server to the destination device,
wherein a second system monitors the second network connection and detects input from the receiving party and, in response to detecting the input from the receiving party, evaluates the detected input to determine a task corresponding to the detected input, and performs the determined task, wherein each of a plurality of possible inputs are associated with a respective task, and
wherein the determined task comprises establishing a third connection with the requesting party and transmitting a predefined message to the requesting party.