Handling audio path failure and poor quality of service for voice calls in a contact center
View Patent ↗Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.
1. A method comprising:
establishing a first audio path connected to a first telephony device being used by a contact center agent;
bridging a call onto the first audio path in which the call involves streaming audio from the first telephony device over the first audio path that is routed to a second telephony device being used by a remote party; and
while the call is being conducted between the contact center agent and the remote party:
identifying by a computer processor at least one of (1) not receiving a response within a time threshold to a request sent to a software application supporting a workstation being used by the contact center agent, (2) receiving a request from the workstation to log out the contact center agent, and (3) receiving a message signaling the first audio path is being torn down; and
in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, bridging the call onto a second audio path connected to at least one of an interactive voice response system (IVR) and a third telephony device so that the call is not disconnected from the second telephony device and at least one of the IVR and the third telephony device can stream audio over the second audio path that is routed to the second telephony device.
2. The method of claim 1 , wherein the first audio path is established over an IP network using session initiation protocol (SIP) and the message received by the computer processor signaling the first audio path is being torn down comprises a BYE SIP message.
3. The method of claim 1 , wherein the first and second audio paths are established over a network using an integrated services digital network (ISDN) protocol and the message received by the computer processor signaling the first audio path is being torn down comprises an ISDN DISCONNECT message.
4. The method of claim 1 further comprising in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, playing a message over the first audio path that is routed to the second telephony device requesting the remote party to remain on the call.
5. The method of claim 1 , wherein the audio streamed over the second audio path is from the IVR asking the remote party at least one of whether the remote party would like to receive a callback and whether the remote party would like to leave a voice mail.
6. A non-transitory, computer-readable medium comprising computer-executable instructions, that when executed while a call is being conducted between a contact center agent and a remote party, cause at least one computer processor to:
identify at least one of (1) not receiving a response within a time threshold to a request sent to a software application supporting a workstation being used by the contact center agent, (2) receiving a request from the workstation to log out the contact center agent, and (3) receiving a message signaling a first audio path is being torn down, wherein the first audio path is used to stream audio during the call from a first telephony device being used by the contact center agent that is routed to a second telephony device being used by the remote party; and
in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have the call bridged onto a second audio path connected to at least one of an interactive voice response system (IVR) and a third telephony device so that the call is not disconnected from the second telephony device and at least one of the IVR and the third telephony device can stream audio over the second audio path that is routed to the second telephony device.
7. The non-transitory, computer-readable medium of claim 6 , wherein the first audio path is established over an IP network using session initiation protocol (SIP) and the message signaling the first audio path is being torn down comprises a BYE SIP message.
8. The non-transitory, computer-readable medium of claim 6 , wherein the first and second audio paths are established over a network using an integrated services digital network (ISDN) protocol and the message signaling the first audio path is being torn down comprises an ISDN DISCONNECT message.
9. The non-transitory, computer-readable medium of claim 6 , wherein the computer-executable instructions are configured to cause the at least one computer processor to, in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have a message played over the first audio path that is routed to the second telephony device requesting the remote party to remain on the call.
10. The non-transitory, computer-readable medium of claim 6 , wherein the audio streamed over the second audio path is from the IVR asking the remote party at least one of whether the remote party would like to receive a callback and whether the remote party would like to leave a voice mail.
11. A system comprising:
at least one computer processor configured, while a call is being conducted between a contact center agent and a remote party, to:
identify at least one of (1) not receiving a response within a time threshold to a request sent to a software application supporting a workstation being used by the contact center agent, (2) receiving a request from the workstation to log out the contact center agent, and (3)) receiving a message signaling a first audio path is being torn down, wherein the first audio path is used to stream audio during the call from a first telephony device being used by the contact center agent that is routed to a second telephony device being used by the remote party; and
in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have the call bridged onto a second audio path connected to at least one of an interactive voice response system (IVR) and a third telephony device so that the call is not disconnected from the second telephony device and at least one of the IVR and the third telephony device can stream audio over the second audio path that is routed to the second telephony device.
12. The system of claim 11 , wherein the first audio path is established over an IP network using session initiation protocol (SIP) and the message signaling the first audio path is being torn down comprises a BYE SIP message.
13. The system of claim 11 , wherein the first and second audio paths are established over a network using an integrated services digital network (ISDN) protocol and the message signaling the first audio path is being torn down comprises an ISDN DISCONNECT message.
14. The system of claim 11 , wherein the at least one computer processor is configured to, in response to identifying at least one of (1) not receiving the response to the request sent to the software application, (2) receiving the request from the workstation to log out the contact center agent, and (3) receiving the message signaling the first audio path is being torn down, have a message played over the first audio path that is routed to the second telephony device requesting the remote party to remain on the call.
15. The system of claim 11 , wherein the audio streamed over the second audio path is from the IVR asking the remote party at least one of whether the remote party would like to receive a callback and whether the remote party would like to leave a voice mail.