Patent ID: 9426294
Filing Date: 2016-08-23
CPC Classification: H04M

Claim Text:
1. A method for providing a text message to a party who has placed an inbound call received by a contact center comprising: receiving the inbound call by an automatic call distributor; placing an identifier for the inbound call received by the automatic call distributor into a queue to wait for an available agent for the contact center who can service the inbound call; after placing the identifier for the inbound call into the queue, detecting a condition by a computer-telephone integrated server, the condition comprising at least one of the identifier for the inbound call remaining in the queue for at least a minimum amount of time, the identifier for the inbound call expected to remain in the queue for at least a minimum amount of time, and the inbound call becoming disconnected with the contact center; monitoring by the computer-telephone integrated server one or more parameters associated with inbound calls received by the automatic call distributor; and after detecting the condition and before the available agent services the inbound call: