Patent ID: 9191512
Filing Date: 2015-11-17
Classification: H04M

Abstract:
1. A method for providing a callback text message to a party who has placed an inbound call received by a contact center comprising: placing an identifier for the inbound call 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 one or more computer processors, 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 one or more parameters associated with inbound calls received by the contact center by the one or more computer processors; and after detecting the condition and before the available agent services the inbound call: