Systems and methods for reestablishing terminated telephone calls with an interactive voice response (IVR) system
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United States of America Patent
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Oct 27, 2015
Grant Date -
N/A
app pub date -
Aug 12, 2014
filing date -
Oct 28, 2008
priority date (Note) -
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Abstract
A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination identifier is received by a call processing module, which uses the call origination identifier to retrieve call record and call processing information associated with a prior call session. The call record and call processing information is processed to determine the state of the prior call session and its point of termination when it was terminated. If the point of termination was associated with a human operator, then the call processing module determines whether the same human operator is available. If not, the user is provided a choice of call session options including being placed in a hold queue until the same or another human operator is available, requesting a return call from a human operator, or selecting another call session process.
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