Patent ID: 9065915
Filing Date: 2015-06-23
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 that can service the inbound call; upon 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: removing the identifier for the inbound call from the queue so that the available agent is no longer required to service the inbound call; and upon the one or more parameters reaching one or more threshold values, sending a text message by the one or more computer processors to a processing device associated with the party who placed the inbound call, the text message recommending to the party to place a subsequent inbound call to the contact center and comprising priority information that can be used by the party upon placing the subsequent inbound call to the contact center to facilitate the contact center prioritizing the subsequent inbound call over other inbound calls received by the contact center.