Simulated communication
View Patent ↗A system for simulated communication is described. A simulator module generates simulated communication information. A Graphical User Interface module (“GUI module”) generates graphical data based at least in part on the simulated communication information. The graphical data creates the appearance of an ongoing communication between a reserved agent and a third party user that is not yet occurring. The GUI module sends the graphical data to a display associated with the reserved agent device so that the display depicts a simulated communication.
1. A method for simulating a communication, the method comprising:
generating simulated communication information, the simulated communication information associated with a virtual communication between a reserved agent and a third party user;
generating graphical data based at least in part on the simulated communication information, wherein the graphical data creates a visual representation of a simulated call, the simulated call representing a virtualized call that appears to be coming from the third party user and showing an appearance of an ongoing communication between the reserved agent and the third party user that is not yet occurring; and
sending the graphical data to a display associated with a reserved agent device of the reserved agent so that the display depicts the simulated call.
2. The method of claim 1 further comprising:
detecting an initial communication with the third party user;
queuing a contact back event to communicate with the third party user;
identifying an available agent device to participate in the contact back event;
reserving the available agent device.
3. The method of claim 1 wherein the simulated communication information is a call string.
4. The method of claim 1 , wherein the simulated communication information is generated based at least in part on an enterprise contact center call string received from an enterprise contact center.
5. The method of claim 1 , wherein the graphical data is determined based on one or more graphical user interface inputs.
6. The method of claim 5 , wherein the graphical user interface inputs are one or more of: (1) graphical user interface data; (2) the simulated communication information; (3) queue data; (4) configuration data; (5) an enterprise contact center call string; and (6) a telephony application programming interface notification.
7. The method of claim 1 , wherein the graphical data includes one or more of: (1) a reserved communicator call cell; (2) a graphical indication that is clickable by the reserved agent that is a user of the reserved agent device to participate in a contact back event; (3) a graphical indication that is clickable by the reserved agent to decline to participate in the contact back event; (4) a key to allow the reserved agent to understand a combination call string included in the reserved communicator call cell; and (5) a notification bubble reminding the reserved agent to retrieve an email message.
8. The method of claim 1 , wherein the graphical data includes a reserved communicator call cell that includes one or more of: (1) an icon to indicate the reserved agent device is in a reserved state; (2) an icon to indicate a form of a connection; (3) a communicator call string; (4) an icon to indicate that the reserved agent that is a user of the reserved agent device has an option to participate in a contact back event; and (5) an icon to indicate that the reserved agent does not have an option to participate in the contact back event.
9. The method of claim 2 , wherein the initial communication is one of a telephone call, an email, a chat and a conference call.
10. The method of claim 2 , wherein the contact back event is one of a telephone call, an email, a chat and a conference call.
11. The method of claim 1 , wherein the simulated communication is depicted by a first call cell that is displayed concurrent with a second call cell depicting an active communication.
12. A system for simulating a communication, the system comprising:
a reservation module stored on a memory and communicatively coupled to a reserved agent device, the reservation module configured to:
generate simulated communication information, the simulated communication information associated with a virtual communication between a reserved agent and a third party user;
generate graphical data based at least in part on the simulated communication information, wherein the graphical data creates a visual representation of a simulated call, the simulated call representing a virtualized call that appears to be coming from the third party user and showing an appearance of an ongoing communication between the reserved agent and the third party user that is not yet occurring; and
send the graphical data to a display associated with the reserved agent device of the reserved agent so that the display depicts the simulated call.
13. The system of claim 12 further comprising:
a tracking module communicatively coupled to the reservation module, and configured to detect an initial communication with the third party user;
a queue module communicatively coupled to the tracking module and the reservation module, the queue module configured to queue a contact back event to communicate with the third party user;
a monitor module communicatively coupled to the tracking module, the queue module and the reservation module, the monitor module configured to identify an available agent device to participate in the contact back event and reserve the available agent device.
14. The system of claim 12 , wherein the simulated communication information is a call string.
15. The system of claim 12 , wherein the simulated communication information is generated based at least in part on an enterprise contact center call string received from an enterprise contact center.
16. The system of claim 12 , wherein the graphical data is determined based on one or more graphical user interface inputs.
17. The system of claim 16 , wherein the graphical user interface inputs are one or more of: (1) graphical user interface data; (2) the simulated communication information; (3) queue data; (4) configuration data; (5) an enterprise contact center call string; and (6) a telephony application programming interface notification.
18. The system of claim 12 , wherein the graphical data includes one or more of: (1) a reserved communicator call cell; (2) a graphical indication that is clickable by the reserved agent that is a user of the reserved agent device to participate in a contact back event; (3) a graphical indication that is clickable by the reserved agent to decline to participate in the contact back event; (4) a key to allow the reserved agent to understand a combination call string included in the reserved communicator call cell; and (5) a notification bubble reminding the reserved agent to retrieve an email message.
19. The system of claim 12 , wherein the graphical data includes a reserved communicator call cell that includes one or more of: (1) an icon to indicate the reserved agent device is in a reserved state; (2) an icon to indicate a form of a connection; (3) a communicator call string; (4) an icon to indicate that the reserved agent that is a user of the reserved agent device has an option to participate in a contact back event; and (5) an icon to indicate that the reserved agent does not have an option to participate in the contact back event.
20. The system of claim 13 , wherein the initial communication is one of a telephone call, an email, a chat and a conference call.
21. The system of claim 13 , wherein the contact back event is one of a telephone call, an email, a chat and a conference call.
22. The system of claim 12 , wherein the simulated communication is depicted by a first call cell that is displayed concurrent with a second call cell depicting an active communication.