System and method for managing abrupt contact disconnects
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United States of America Patent
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Feb 5, 2013
Grant Date -
Feb 2, 2012
app pub date -
Jul 27, 2010
filing date -
Jul 27, 2010
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the customer; receiving customer call re-connection; determining, whether there is status information of an abnormally terminated call corresponding to the customer call re-connection; retrieving status information of the abnormally terminated call; connecting the IVR system to the customer; and providing IVR system options to the customer based upon the particular disconnect scenario.
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