Patent ID: 9456076
Filing Date: 2016-09-27
CPC Classification: H04L,H04M

Claim Text:
1. A method for handling at least one of an audio path failure and a non-conformant quality of service (QoS) for a call being conducted between a contact center agent and a remote party, the method comprising the steps of: establishing a first audio path connected to a first telephony device being used by the contact center agent; bridging the call onto the first audio path in which the call involves streaming audio from the first telephony device over the first audio path that is routed to a second telephony device being used by the remote party and receiving audio at the first telephony device originated from the second telephony device and streamed over the first audio path; monitoring the first audio path by a computer processor to detect at least one of the audio path failure and the non-conformant QoS, wherein the audio path failure comprises a situation in which at least one of the audio from the first telephony device can no longer be streamed over the first audio path and the audio originated from the second telephony device can no longer be streamed over the first audio path and the non-conformant QoS comprises a situation in which quality of the audio being streamed over the first audio path from or to the first telephony device is at a level considered to negatively affect the contact center agent and remote party conversing on the call; and in response to detecting at least one of the audio path failure and the non-conformant QoS, bridging the call onto a second audio path connected to an interactive voice response system (IVR) so that the call is not disconnected from the second telephony device and the IVR can stream audio over the second audio path that is routed to the second telephony device.