Granted Patent B2

US 11,706,342 · App. 18/076,323 · Granted Jul 18, 2023

Inventors: Matthew DiMaria (Brentwood, TN); Nicholas James Kennedy (Akron, OH); Robert Harpley (Akron, OH); Daniel Bohannon (Livermore, CA); Shannon Lekas (Cushing, TX)

Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC

H04M3/5231H04L67/306H04M3/5183

Abstract

Claims (48)

1. A system for hybrid callback management, 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:

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:

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

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

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. The system of claim 1 , wherein the callback cloud is further configured to:

monitor a call between a consumer and an agent for a loss of connection;

wherein the loss of connection occurs create a callback object; and

execute a callback between the consumer and the agent.

4. The system of claim 1 , wherein the callback cloud is further configured to:

receive a consumer transmission to a brand;

determine an enterprise endpoint to route the consumer transmission;

select a protocol associated with the enterprise endpoint;

convert the consumer transmission to the selected protocol; and

send the converted consumer transmission to the enterprise endpoint.

5. The system of claim 4 , wherein the callback cloud is further configured to analyze the consumer transmission to determine a communication protocol associated with the consumer transmission.

6. The system of claim 4 , wherein the consumer transmission is received via a telephone or voice over Internet protocol.

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

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

executing callback requests, using the callback cloud service;

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

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

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

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

8. The method of claim 7 , 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.

9. The method of claim 7 , further comprising the steps of:

monitoring a call between a consumer and an agent for a loss of connection, using the callback cloud;

wherein the loss of connection occurs creating a callback object, using the callback cloud; and

executing a callback between the consumer and the agent, using the callback cloud.

10. The method of claim 7 , further comprising the steps of:

receiving a consumer transmission to a brand, using the callback cloud;

determining an enterprise endpoint to route the consumer transmission, using the callback cloud;

selecting a protocol associated with the enterprise endpoint, using the callback cloud;

converting the consumer transmission to the selected protocol, using the callback cloud; and

sending the converted consumer transmission to the enterprise endpoint, using the callback cloud.

11. The method of claim 10 , further comprising the step of analyzing the consumer transmission to determine a communication protocol associated with the consumer transmission.

12. The method of claim 10 , wherein the consumer transmission is received via a telephone or voice over Internet protocol.

Assignments (2)

Continuity (17)