Granted Patent B2

US 11,032,424 · App. 17/011,248 · Granted Jun 8, 2021

Inventors: Matthew Donaldson Moller (Petaluma, CA); Matthew DiMaria (Brentwood, TN); Shannon Lekas (Cushing, TX); Kurt Nelson (Thompsons Station, OH); Nicholas James Kennedy (Akron, OH); Kevin Shinseki (San Carlos, CA); Robert Harpley (Akron, OH)

Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC

H04M3/5231H04L67/306H04M3/5183

Abstract

Claims (34)

1. A system for hybrid callback management and failure recovery, comprising:

a callback cloud service comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:

store and maintain global user profiles;

communicate with an on-premise callback system;

maintain relevant agent and brand data from an on-premise callback system;

execute callback requests;

calculate estimated wait times for callbacks; and

an on-premise callback system comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:

communicate with a callback cloud service;

send data related to callback objects and agents to a callback cloud service;

receive consumer calls to a brand;

create a callback object upon a consumer requesting a call back from a brand;

schedule a callback with consumers based on consumer availability and agent scheduling;

execute callbacks between consumers and agents at a specified time; and

connect the two parties, when the two first and second called parties are online, and delete the callback object.

2. The system of claim 1 , further comprising a broker server comprising at least a processor, a memory, and a third plurality of programming instructions stored in the memory and operating on the processor, wherein the third programming instructions, when operating on the processor, cause the processor to:

interface with third party contact center services; and

utilize these services in periods of on-premise callback system failure.

3. A method for hybrid callback management and failure recovery, comprising the steps of:

storing and maintaining global user profiles, using a callback cloud service;

communicating with an on-premise callback system, using a callback cloud service;

maintain relevant agent and brand data from an on-premise callback system, using a callback cloud service;

executing callback requests, using a callback cloud service;

calculating estimated wait times for callbacks, using a callback cloud service;

communicating with a callback cloud service, using an on-premise callback system;

sending data related to callback objects and agents to a callback cloud service, using an on-premise callback system;

receiving consumer calls to a brand, using an on-premise callback system;

creating a callback object upon a consumer requesting a call back from a brand, using an on-premise callback system;

scheduling a callback with consumers based on consumer availability and agent scheduling, using an on-premise callback system;

executing callbacks between consumers and agents at a specified time, using an on-premise callback system; and

connecting the two parties, when the two first and second called parties are online, and deleting the callback object, using an on-premise callback system.

4. The method of claim 3 , further comprising a broker server comprising at least a processor, a memory, and a third plurality of programming instructions stored in the memory and operating on the processor, wherein the third programming instructions, when operating on the processor, cause the processor to:

interface with third party contact center services; and

utilize these services in periods of on-premise callback system failure.

Assignments (4)

Continuity (25)