A system for call recovery, according to one embodiment of the present invention comprises a first device, a second device, a switch and a failover device. The first device, second device and failover device are communicatively coupled to the switch. The switch has a first communicative connection with a first device and a second communicative connection with a second device. The first and second communicative connections form a call between the first and second devices. The switch determines a recovery rule for the call and identifies the failover device based on the recover rule. The switch determines a call failure event during the call between the second device and the first device. The failover device builds a new communicative connection to the switch so that the failover device is communicatively coupled to the switch responsive to the call failure event, and connected on a call with the second device.
1. A method for call recovery, the method comprising:
determining a recovery rule for a call having a first communicative connection with a first device and a second communicative connection with a second device, wherein the recovery rule is a dynamic recovery rule and wherein determining the recovery rule for the call comprises (a) determining that a failover device is a highest priority failover device that is (1) available and (2) within a predetermined proximity of a switch upon which the call is terminated, and (b) determining that the recovery rule is that the failover device will build a new communicative connection with the switch responsive to a call failure event so that the failover device is connected on a call with the second device;
identifying, based on the recovery rule, the failover device for the call;
sending the recovery rule to the failover device; and
building, responsive to the call failure event, the new communicative connection with the failover device based on the recovery rule.
2. The method of claim 1 , wherein the call recovery rule is used by the failover device to build the new communicative connection responsive to the call failure event.
3. The method of claim 1 , wherein determining the recovery rule for the call comprises:
determining the failover device based on a first device currently connected on the call; and
determining that the recovery rule is that the failover device will build the new communicative connection responsive to the call failure event.
4. The method of claim 1 , wherein the failover device is an interactive voice response module stored in the memory of a server communicatively coupled to a switch upon which the call is terminated.
5. The method of claim 4 further comprising, responsive to building the new communicative coupling, connecting the second device to a survey engine.
6. The method of claim 1 further comprising:
recording call profile data;
sending the call profile data to the failover device.
7. A system for call recovery, the system comprising:
a first device communicatively coupled to a switch and having a first communicative connection with the switch;
a second device communicatively coupled to the switch and having a second communicative connection with the switch, wherein the first communicative connection and the second communicative connection form a call between the first device and the second device;
the switch comprising:
a rule determination module adapted to determine a recovery rule for the call between the first device and the second device, and to identify a failover device based on the recover rule, wherein the recovery rule is a dynamic recovery rule and determining the recovery rule comprises (a) determining that the failover device is a highest priority failover device that is (1) available and (2) within a predetermined proximity of the switch, and (b) determining that the recovery rule is that the failover device will build a new communicative connection with the switch responsive to a call failure event;
a call rerouting module communicatively coupled to the failover device and adapted to send the recovery rule to the failover device; and
a failure tracking module adapted to determine the call failure event during the call between the second device and the first device; and
the failover device communicatively coupled to the switch and adapted to communicate with the switch to receive the recovery rule and build, based on the recovery rule, the new communicative connection with the switch so that the failover device is communicatively coupled to the second device responsive to the call failure event.
8. The system of claim 7 , wherein responsive to building the call leg between the second device and the failover device, a automated attendant provides the second device with a description of the call failure event.
9. The system of claim 7 , wherein determining the recovery rule comprises:
determining the failover device based on a first device currently connected on the call; and
determining that the recovery rule is that the failover device will build the new communicative connection with the switch responsive to the call failure event.
10. The system of claim 7 , wherein the failover device is an interactive voice response module comprised within a memory of a server that is communicatively coupled to the switch.
11. The system of claim 10 wherein, responsive to building the new communicative connection, the interactive voice response module connects the second device to a survey engine communicatively coupled to the interactive voice response module.
12. The system of claim 7 , wherein the switch further comprises a call data module communicatively coupled to the failover device adapted to record call profile data and send the call profile data to the failover device.
13. An apparatus for call recovery, the apparatus comprising:
a non-transitory computer readable memory storing processor executable computer code, the computer code comprising instructions for causing a processor to perform steps comprising:
determining a recovery rule for a call having a first communicative connection with a first device and a second communicative connection with a second device, wherein the recovery rule is a dynamic recovery rule and wherein determining the recovery rule for the call comprises (a) determining that a failover device is a highest priority failover device that is (1) available and (2) within a predetermined proximity of a switch upon which the call is terminated, and (b) determining that the recovery rule is that the failover device will build a new communicative connection with the switch responsive to a call failure event;
identifying, based on the recovery rule, a failover device for the call; and
building, responsive to a call failure event, a new communicative connection with the failover device based on the recovery rule.
14. The apparatus of claim 13 , wherein the call recovery rule is used by the failover device to build the new communicative connection responsive to the call failure event.
15. The apparatus of claim 13 , wherein determining the recovery rule for the call comprises:
determining the failover device based on the first device currently connected on the call; and
determining that the recovery rule is that the failover device will build the new communicative connection responsive to the call failure event.
16. The apparatus of claim 13 , wherein the failover device is an interactive voice response module stored in the memory of a server communicatively coupled to a switch that comprises the memory.
17. The apparatus of claim 16 , wherein the computer code further comprises instructions for causing a processor to perform further steps comprising:
connecting, responsive to building the new communicative connection, the second device to a survey engine communicatively coupled to the interactive voice response module.
18. The apparatus of claim 13 , wherein the computer code further comprises instructions for causing a processor to perform further steps comprising:
recording call profile data;
sending the call profile data to the failover device.
19. The apparatus of claim 13 , wherein the computer code further comprises instructions for causing a processor to perform a further step comprising sending the recovery rule to the failover device.
20. A method for call recovery, the method comprising:
determining a recovery rule for a call having a first communicative connection with a first device and a second communicative connection with a second device;
identifying, based on the recovery rule, a failover device for the call;
recording call profile data;
sending the call profile data to the failover device, wherein the call profile data describes one or more of: (1) a progress of an IVR through an IVR script with the second device; (2) an input provided by the second device responsive to a prompt in the IVR script; (3) information describing the first device that is a party to the call; (4) information describing the second device; and (5) information describing the call quality during the call;
sending the recovery rule to the failover device; and
building, responsive to a call failure event, a new communicative connection with the failover device based on the recovery rule.
21. The method of claim 20 , wherein the recovery rule is one of a dynamic recovery rule.
22. The method of claim 20 , wherein the recovery rule is a static recovery rule that specifies that the failover device is a communication device comprising an automated attendant.
23. The method of claim 22 , wherein responsive to building the new communicative connection with the second device, the automated attendant provides the second device with a description of the call failure event.
24. A system for call recovery, the system comprising:
a first device communicatively coupled to a switch and having a first communicative connection with the switch;
a second device communicatively coupled to the switch and having a second communicative connection with the switch, wherein the first communicative connection and the second communicative connection form a call between the first device and the second device;
the switch comprising:
a rule determination module adapted to determine a recovery rule for the call between the first device and the second device, and to identify a failover device based on the recover rule;
a call rerouting module communicatively coupled to the failover device and adapted to send the recovery rule to the failover device;
a failure tracking module adapted to determine a call failure event during the call between the second device and the first device; and
a call data module communicatively coupled to the failover device adapted to record call profile data and send the call profile data to the failover device, wherein the call profile data describes one or more of: (1) a progress of the interactive voice response module through the through an IVR script; (2) an input provided by the second device responsive to a prompt in an IVR script; (3) information describing the first device that is a party to the call; (4) information describing the second device; and (5) information describing the call quality during the call; and
the failover device communicatively coupled to the switch and adapted to communicate with the switch to receive the recovery rule and build, based on the recovery rule, a new communicative connection with the switch so that the failover device is communicatively coupled to the second device responsive to the call failure event.
25. The system of claim 24 , wherein the recovery rule is one of a dynamic recovery rule.
26. The system of claim 24 , wherein the recovery rule is a static recovery rule and the failover device is a communication device comprising an automated attendant.
27. An apparatus for call recovery, the apparatus comprising:
a non-transitory computer readable memory storing processor executable computer code, the computer code comprising instructions for causing a processor to perform steps comprising:
determining a recovery rule for a call having a first communicative connection with a first device and a second communicative connection with a second device;
identifying, based on the recovery rule, a failover device for the call;
recording call profile data; and
sending the call profile data to the failover device, wherein the call profile data describes one or more of: (1) a progress of an IVR through an IVR script with the second device; (2) an input provided by the second device responsive to a prompt in the IVR script; (3) information describing the first device that is a party to the call; (4) information describing the second device; and (5) information describing the call quality during the call; and
building, responsive to a call failure event, a new communicative connection with the failover device based on the recovery rule.
28. The apparatus of claim 27 , wherein the recovery rule is one of a dynamic recovery rule.
29. The apparatus of claim 27 , wherein the recovery rule is a static recovery rule that specifies that the failover device is a communication device comprising an automated attendant.
30. The apparatus of claim 29 , the automated attendant is adapted to provide the second device with a description of the call failure event.