Methods, systems, and computer-readable media for transferring or recovering a communication between a number of participants
The present disclosure relates to methods, systems, and computer-readable media for conducting communications. One method includes determining a context associated with a communication between a first participant and a second participant while the communication is occurring, determining a failure of the communication, and resuming the communication based, at least in part, on the context.
1. A computer-implemented method for conducting a communication, comprising:
determining a context associated with a communication between a first participant and a second participant while the communication is occurring via a communication network, the second participant being located at a call center;
determining an occurrence of a power failure at the call center that results in a failure of the communication;
determining that a duration of the failure of the communication will exceed a threshold;
in response to determining that the duration of the failure of the communication will exceed the threshold, instantiating a dormant path of the communication before the duration of the failure reaches the threshold and sending a notification of the failure of the communication to the first participant before the duration of the failure reaches the threshold;
providing one or more options to the first participant to resume the communication, the one or more options being provided at least partially based on a resource availability inside the communication network and a resource availability outside the communication network;
receiving a selection of an option of the one or more options from the first participant; and
resuming the communication based, at least in part, on the selection and the context.
2. The method of claim 1 , wherein the communication network is a voice over internet protocol network.
3. The method of claim 1 , wherein resuming the communication includes reconnecting the first participant with the second participant subsequent to the failure.
4. The method of claim 1 , wherein resuming the communication includes transferring the context of the communication to a third participant subsequent to the failure.
5. The method of claim 1 , wherein determining the context includes determining an elapsed duration of the communication.
6. The method of claim 1 , wherein resuming the communication is based, at least in part, on an input received from the first participant subsequent to the failure.
7. The method of claim 1 , wherein determining the context includes determining information associated with the first participant while the communication is occurring.
8. The method of claim 1 , wherein determining the context includes determining information associated with the second participant while the communication is occurring.
9. The method of claim 8 , wherein the information associated with the second participant comprises at least one of a business unit in which the second participant is assigned, a location of the second participant, the second participant's hours of availability.
10. The method of claim 9 , comprising identifying, based on the information associated with the second participant, a third participant with whom to complete the communication, and wherein the one or more options for the communication comprises an option to resume the communication with the third participant.
11. The method of claim 10 , wherein the third participant is assigned to the same business unit as the second participant.
12. The method of claim 1 , wherein determining the context includes determining information exchanged between the first participant and the second participant before the failure of the communication.
13. The method of claim 1 , wherein the context comprises data associated with a funds transfer request by the first participant.
14. The method of claim 1 , wherein determining a context associated with the communication comprises determining that a transaction between the first participant and the second participant was near completion.
15. The method of claim 14 , wherein determining that the transaction was near completion comprises determining a remaining number of information items to be exchanged before the transaction is completed.
16. The method of claim 1 , wherein the one or more options to complete the communication comprises an option to resume the communication with the second participant at a later time.
17. The method of claim 1 , wherein the one or more options to complete the communication comprises a query requesting whether the first participant will be available to complete the communication at a later time.
18. A non-transitory computer-readable medium storing a set of instructions for conducting a communication executable by a computer to cause the computer to:
determine a context associated with a communication between a first participant and a second participant while the communication is occurring via a communication network, the second participant being located at a call center;
determine an occurrence of a power failure at the call center that results in a failure of the communication;
determine that a duration of the failure of the communication will exceed a threshold;
in response to determining that the duration of the failure of the communication will exceed the threshold, instantiate a dormant path of the communication before the duration of the failure reaches the threshold and send a notification of the failure of the communication to the first participant before the duration of the failure reaches the threshold;
provide one or more options to the first participant to resume the communication, the one or more options being provided at least partially based on a resource availability inside the communication network and a resource availability outside the communication network;
receive a selection of an option of the one or more options from the first participant; and
resume the communication based, at least in part, on the selection and the context.
19. The computer-readable medium of claim 18 , wherein the communication network is a voice over internet protocol network.
20. The computer-readable medium of claim 18 , wherein resuming the communication includes reconnecting the first participant with the second participant subsequent to the failure.
21. The computer-readable medium of claim 18 , wherein resuming the communication includes transferring the context of the communication to a third participant subsequent to the failure.
22. The computer-readable medium of claim 18 , wherein determining the context includes determining an elapsed duration of the communication.
23. The computer-readable medium of claim 18 , wherein resuming the communication is based, at least in part, on an input received from the first participant subsequent to the failure.
24. The computer-readable medium of claim 18 , wherein determining the context includes determining information associated with the first participant while the communication is occurring.
25. The computer-readable medium of claim 18 , wherein determining the context includes determining information associated with the second participant while the communication is occurring.
26. The computer-readable medium of claim 18 , wherein determining the context includes determining information exchanged between the first participant and the second participant before the failure of the communication.
27. A system for conducting a communication, comprising:
a computing device including:
a memory; and
a processor configured to execute executable instructions stored in the memory to:
determine a context associated with a communication between a first participant and a second participant while the communication is occurring via a communication network, the second participant being located at a call center;
determine an occurrence of a power failure at the call center that results in a failure of the communication;
determine that a duration of the failure of the communication will exceed a threshold;
in response to determining that the duration of the failure of the communication will exceed the threshold, instantiate a dormant path of the communication before the duration of the failure reaches the threshold and send a notification of the failure of the communication to the first participant before the duration of the failure reaches the threshold;
provide one or more options to the first participant to resume the communication, the one or more options being provided at least partially based on a resource availability inside the communication network and a resource availability outside the communication network;
receive a selection of an option of the one or more options from the first participant; and
resume the communication based, at least in part, on the selection and the context.
28. The system of claim 27 , wherein the communication network is a voice over internet protocol network.
29. The system of claim 27 , wherein resuming the communication includes reconnecting the first participant with the second participant subsequent to the failure.
30. The system of claim 27 , wherein resuming the communication includes transferring the context of the communication to a third participant subsequent to the failure.
31. The system of claim 27 , wherein determining the context includes determining an elapsed duration of the communication.
32. The system of claim 27 , wherein resuming the communication is based, at least in part, on an input received from the first participant subsequent to the failure.
33. The system of claim 27 , wherein determining the context includes determining information associated with the first participant while the communication is occurring.
34. The system of claim 27 , wherein determining the context includes determining information associated with the second participant while the communication is occurring.
35. The system of claim 27 , wherein determining the context includes determining information exchanged between the first participant and the second participant before the failure of the communication.