Granted Patent B2

US 11,418,650 · App. 17/540,130 · Granted Aug 16, 2022

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 (55)

1. A system for callback management with alternate site routing and callback pacing, comprising:

a callback cloud service comprising a first computing device comprising a memory and a processor, and a first plurality of programming instructions stored in the memory and operating on the processor of the first computing device, which causes the first computing device to:

communicate with an on-premise callback system;

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

interface with one or more alternate sites comprising of an on-premise callback system;

execute callback fulfillment requests;

an on-premise callback system operating at a preferred contact site comprising a second computing device comprising a memory and a processor, and a second plurality of programming instructions stored in the memory and operating on the processor of the second computing device, which causes the second computing device to:

communicate with a callback cloud service;

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

receive a call to an agent from a caller;

create a callback object upon the caller's request for a callback;

receive a callback time from a pacing algorithm; and

execute a callback to the caller at the callback time; and

a pacing algorithm comprising a third plurality of programming instructions stored in the memory and operating on the processor of the second computing device, which causes the second computing device to:

receive the callback objects from the callback cloud service;

determine times when the caller and the agent are both likely to be available;

predict a likelihood that the caller will answer at each determined time;

select the callback time from the determined times with the greatest predicted likelihood; and

send the callback time to the on-premise callback system.

2. The system of claim 1 , wherein the pacing algorithm further:

determines a callback attempt limit;

increments a counter each time a failed callback is made to the caller; and

upon reaching callback attempt limit, routes remaining callback attempts to an alternate contact site.

3. The system of claim 2 , further comprising a second on premise callback system operating at an alternate contact site, the second on-premise callback system comprising a third computing device comprising a memory and a processor, and a fourth plurality of programming instructions stored in the memory and operating on the processor of the third computing device, which causes the third computing device to:

receive the routing frons the pacing algorithm;

determine a callback time;

immediately prior to the callback time, determine whether a preferred agent at the preferred callback site is available;

it the preferred agent is available, route the callback to the preferred contact site for execution; and

if the preferred agent is not available, execute the callback to the caller from the alternate contact site.

4. A method for callback management with alternate site routing and callback pacing, comprising the steps of:

communicating with an on-premise callback system using a callback cloud service operating on a first computing device;

maintaining relevant agent and client data from the on-premise callback system using the callback cloud service;

interfacing with one or more alternate sites comprising of as on-premise callback system using the callback cloud service;

executing callback fulfillment requests using the callback cloud service;

communicating with a callback cloud service;

sending data related to callback objects and agents to a callback cloud service using an on-premise callback system operating on a second computing device;

receiving a call to an agent from a caller using the on-premise callback system;

creating a callback object upon the caller's request for a callback using the on-premise callback system;

receiving a callback time from a pacing algorithm using the on-premise callback system;

executing a callback to the caller at the callback time using the on-premise callback system;

receiving the callback objects from the callback cloud service using a pacing algorithm operating on the second computing device;

determining times when the caller and the agent are both likely to be available using the pacing algorithm;

predicting a likelihood that the caller will answer at each determined time using the pacing algorithm;

selecting the callback time from the determine times with the greatest predicted likelihood using the pacing algorithm; and

sending the callback time to the on-premise callback system.

5. The method of claim 4 , further comprising the steps of:

determining a callback attempt limit using the pacing algorithm;

incrementing a counter each time a failed callback is made to the caller using the pacing algorithm; and

upon reaching callback attempt limit, routing remaining callback attempts to an alternate contact site using the pacing algorithm.

6. The method of claim 5 , further comprising steps of using a second on-premise callback system operating on a third computing device at the alternate contact site to:

receive the routing from the pacing algorithm;

determine a callback time;

immediately prior to the callback time, determine whether a preferred agent at the preferred callback site is available;

if the preferred agent is available, route the callback to the preferred contact site for execution; and

if the preferred agent is not available, execute the callback to the caller from the alternate contact site.

Assignments (2)

Continuity (17)