Procedure and mechanism for managing a call to a call center
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United States of America Patent
Stats
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Sep 6, 2016
Grant Date -
Oct 16, 2014
app pub date -
Apr 11, 2014
filing date -
Apr 12, 2013
priority date (Note) -
In Force
status (Latency Note)
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Abstract
In a method procedure for managing a caller's call to a call center with a call center agent, an agent is defined to receive the call and identified as the responsible agent for an incident assigned to the call. A relationship is created between the responsible agent and the incident. Then a token is generated that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent. The token is made available for the caller so the token can be activated when the caller resumes contact with the call center. The token causes the caller to be connected to the responsible agent or a proxy if the token is activated when contact is resumed.
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