Method and apparatus for intelligent processing of suspend and resume operations in a call center
View Patent ↗Methods and apparatus are provided for processing “on hold” commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an “on-hold” condition; and suspending the communication dialog when the “on-hold” condition is detected The “on-hold” condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the “on-hold” condition is detected. The communication dialog can be monitored for an “off-hold” condition and restarted from a checkpoint when the “off-hold” condition is detected. A resume context message can optionally be provided to the caller when the “off-hold” condition is detected.
1. A method for processing a communication dialog based on a predefined script, comprising:
independent of whether an on-hold condition is received, storing a checkpoint, wherein said process of storing the checkpoint comprises saving a context of said communication and said process of storing the checkpoint is performed automatically by a form interpreter;
monitoring said communication dialog for an “on-hold” condition; and
suspending said communication dialog when said “on-hold” condition is detected.
2. The method of claim 1 , further comprising the step of returning said communication dialog to a restart point when said “on-hold” condition is detected.
3. The method of claim 2 , wherein said restart point is a previous checkpoint.
4. The method of claim 1 , further comprising the step of monitoring said communication dialog for an off-hold” condition.
5. The method of claim 4 , further comprising the step of returning said communication dialog to a restart point when said “off-hold” condition is detected.
6. The method of claim 5 , further comprising the step of restoring said checkpoint when said “off-hold” condition is detected.
7. The method of claim 4 , further comprising the step of providing a resume context message when said “off-hold” condition is detected.
8. The method of claim 1 , wherein said step of detecting an “on-hold” condition further comprises the step of monitoring telephony signaling.
9. An apparatus for processing a communication dialog based on a predefined script, comprising:
a memory; and
at least one processor, coupled to the memory, operative to:
independent of whether an on-hold condition is received, store a checkpoint, wherein said checkpoint comprises a context of said communication and wherein said checkpoint is stored automatically by a form interpreter;
monitor said communication dialog for an “on-hold” condition; and
suspend said communication dialog when said “on-hold” condition is detected.
10. The apparatus of claim 9 , wherein said processor is further configured to return said communication dialog to a restart point when said “on-hold” condition is detected.
11. The apparatus of claim 10 , wherein said restart point is a previous checkpoint.
12. The apparatus of claim 9 , wherein said processor is further configured to monitor said communication dialog for an “off-hold” condition.
13. The apparatus of claim 12 , wherein said processor is further configured to return said communication dialog to a restart point when said “off-hold” condition is detected.
14. The apparatus of claim 13 , wherein said processor is further configured to restore said checkpoint when said “off-hold” condition is detected.
15. The apparatus of claim 12 , wherein said processor is further configured to provide a resume context message when said “off-hold” condition is detected.
16. The apparatus of claim 9 , wherein said “on-hold” condition is detected by monitoring telephony signaling.
17. An article of manufacture for processing a communication dialog based on a predefined script, comprising a machine readable medium containing one or more programs which when executed implement the steps of:
independent of whether an on-hold condition is received, storing a checkpoint, wherein said checkpoint comprises a context of said communication and wherein said checkpoint is stored automatically by a form interpreter;
monitoring said communication dialog for an “on-hold” condition; and
suspending said communication dialog when said “on-hold” condition is detected.