The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 23, 2016
Filed:
Oct. 12, 2015
Noble Systems Corporation, Atlanta, GA (US);
Brian T. Lillard, Canton, GA (US);
NOBLE SYSTEMS CORPORATION, Atlanta, GA (US);
Abstract
Various embodiments of the invention provide a callback text message to a party who has placed an inbound call received by a contact center. Specifically, the inbound call is received by the contact center and placed into a queue to wait for an available agent. At this point, a condition is detected such as the call remaining in the queue for at least a minimum amount of time, the call expected to remain in the queue for at least a minimum amount of time, and/or the call becoming disconnected with the contact center. Accordingly, one or more parameters associated with inbound calls received by the contact center are monitored in particular embodiments and after the condition is detected and upon the one or more parameters reaching threshold values, a text message is sent to the party recommending to the party to place a subsequent inbound call to the contact center.