Abstract:
A method of voice call diversion includes detecting an incoming voice call communication from a calling device, identifying an alternate communication option, providing the alternate communication option to the calling device, detecting a selection of the alternate communication option from the calling device, and diverting the incoming voice call communication so as to utilize the selected alternate communication option.

Description:
FIELD 
       [0001]    The presently disclosed embodiments relate to messaging and communications, including providing improved communication between a caller and a contact center. 
       BACKGROUND 
       [0002]    Voice callers to businesses and contact centers may be held on queue if an agent is not available to answer their call. The caller may be given options that include, for example, staying in the queue, receiving a call back, leaving a message or ending the call. There is presently no solution for the caller to engage in any form of dialogue with an agent immediately. Because of the nature of 1 to 1 voice conversation; a caller must wait in queue for an agent to become available or to receive a call back before the caller and the agent may communicate exclusively with each other. The currently available solutions do not allow for multiple callers to engage with a single agent. 
       SUMMARY 
       [0003]    According to the disclosed embodiments, when an agent is not immediately available to take a voice call in a communication system, for example, an Interactive Voice Response (IVR) system, the caller may be placed in queue and offered the option to be diverted to communicate with an agent via an alternate mechanism, for example, text messaging. If the caller accepts the offer, the caller may be sent a message using the alternate mechanism, for example, a text message, to initiate a conversation using the alternate mechanism and the voice call may be ended. The caller may then respond to the alternate mechanism message and enter into a dialogue with an agent. The disclosed embodiments thus provide for call diversion, that is, diverting a call to an alternate messaging channel or mechanism for more immediate attention. 
         [0004]    A caller may use a device to initiate a voice call to a contact center, where a voice system answers and places the caller in queue. The voice system may then offer the caller the option to communicate by an alternate method, for example, text messaging, via a voice prompt and request an acceptance by voice, a key press on the caller&#39;s device, or other indication of acceptance. The contact center voice system may detect the acceptance and the caller&#39;s device may be diverted to an alternate communication method, where a message may be sent to the caller&#39;s device. The voice system may then end the voice call and the caller may use the caller&#39;s device to reply using the alternate method and may present a query or otherwise communicate information. The reply and further communications may be sent to the contact center for immediate action by an agent. 
         [0005]    In at least one embodiment, a method of voice call diversion includes detecting an incoming voice call communication from a calling device, identifying an alternate communication option, providing the alternate communication option to the calling device, detecting a selection of the alternate communication option from the calling device, and diverting the incoming voice call communication so as to utilize the selected alternate communication option. 
         [0006]    According to the disclosed embodiments, detecting the incoming voice call communication includes placing the incoming voice call communication in a queue. 
         [0007]    Also according to the disclosed embodiments, identifying the alternate communication option includes identifying one or more non-voice communication options. 
         [0008]    Further according to the disclosed embodiments, providing the alternate communication option to the calling device includes sending a notification to the calling device of the one or more non-voice communication options. 
         [0009]    Still further according to the disclosed embodiments, detecting a selection of the alternate communication option includes detecting a selection from the one or more non-voice communication options. 
         [0010]    In addition, according to the disclosed embodiments, diverting the incoming voice call so as to utilize the selected alternate communication option includes converting a communication format of the incoming voice call communication to a format of the selected alternate communication option. 
         [0011]    In further embodiments, the alternate communication option is a text message communication option. 
         [0012]    Some embodiments may include a computer program product including non-transitory computer program instructions that when executed by a processor cause the processor to perform the techniques and methods disclosed herein. 
         [0013]    In one or more embodiments, a system for voice call diversion includes a communication system for detecting an incoming voice call communication from a calling device, and a call diversion module configured to identify an alternate communication option, provide the alternate communication option to the calling device, detect a selection of the alternate communication option, and divert the incoming voice call communication so as to utilize the selected alternate communication option. 
         [0014]    According to the disclosed embodiments, upon detecting the incoming voice call communication, the system is configured to place the incoming voice call communication in a queue. 
         [0015]    Also according to the disclosed embodiments, the call diversion module is configured to identify one or more alternate non-voice communication options. 
         [0016]    Further according to the disclosed embodiments, the call diversion module is configured to provide the alternate communication option to the calling device by sending a notification to the calling device of the one or more non-voice communication options. 
         [0017]    Still further according to the disclosed embodiments, the call diversion module is configured to detect a selection from the one or more alternate non-voice communication options. 
         [0018]    In addition, according to the disclosed embodiments, the communication diversion module is configured to divert the incoming voice call so as to utilize the selected alternate communication option by converting a communication format of the incoming voice call communication to a format of the selected alternate communication option. 
         [0019]    In further embodiments, the alternate communication option is a text message communication option. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0020]    Further aspects, details, advantages and modifications of the disclosed embodiments will become apparent from the following detailed description which is to be taken in conjunction with the accompanying drawings, in which: 
           [0021]      FIG. 1  shows an illustration of an exemplary process for voice call diversion according to the disclosed embodiments; 
           [0022]      FIG. 2  shows a schematic illustration of an exemplary system configured for call diversion handling according to the disclosed embodiments; 
           [0023]      FIG. 3  shows a flow chart illustrating an exemplary process for call diversion according to the disclosed embodiments; and 
           [0024]      FIG. 4  shows a block diagram of an exemplary computing apparatus that may be used to practice aspects of the disclosed embodiment. 
       
    
    
     DETAILED DESCRIPTION 
       [0025]    In illustration,  FIG. 1  pictorially depicts an exemplary process  100  for call diversion handling in a communication system, for example, a contact center with an IVR data processing system. As shown in  FIG. 1 , a caller  110  using a calling device  120  that is enabled for both voice calling and an alternate communication method can establish a telephone call with a communication system  130  over the Public Switched Telephone Network (PSTN)  140  or other suitable network. The communication system  130  may provide the calling device  120  with a prompt offering an option to divert from a voice call to an alternate communication method, for example, non-voice communication, non-synchronous communication, email, chat, or any suitable alternate communication method. This example utilizes text messaging. The caller  110  indicates acceptance of the offer to the communication system  130  by use of a key press, dual tone multi-frequency (DTMF) signaling, speech, or some other indication on the calling device  120 . A caller or calling device identifier  150  is determined for caller  110  or the calling device  120 , for example, by using Calling Line Identification (CLID), Calling Number Identification (CNID), Automatic Number Identification (ANI), a Line Identification Database (LID), or any suitable method for providing an identification of the caller  110  or the calling device  120 . Alternatively, the caller  110  may be asked by the communications system  130  to input the caller or calling device identifier  150 . The caller or calling device identifier  150  can be used to confirm the calling device  120  is capable of interacting by the alternate communication method, for example, by accessing an external network database  160 . In some embodiments, the communication system  130  may query the calling device  120  directly to determine the capabilities of the calling device  120 . Once a caller or calling device identifier  150  is known, or the capabilities of the calling device  120  have been determined, an initial communication may be sent to the calling device  120 . All replies and subsequent communication interaction may be between the calling device  120  and the Messaging System  170  of the agent  180 . 
         [0026]    In further illustration,  FIG. 2  schematically shows an exemplary contact center data processing system  200  configured for call diversion handling. The system may include a host computer  220  (or multiple host computers) communicatively coupled to different calling devices  205 , for example cellphones or softphones over a PSTN  210  by way of a telephonic gateway  215 . The host computer  220  can support the execution of an IVR system  225  which may include conducting a request/response session with different callers at the different calling devices  205  utilizing call a flow defined within a call script  230  such as a Voice Extensible Markup Language (VXML) defined call script. 
         [0027]    A call diversion handling module  300  can be coupled to the host computer  220 . The call diversion handling module  300  can include program code or non-transitory machine readable instructions executable by a processor configured to enable the call diversion handling module  300  to perform the call diversion between the caller at an associated one of the calling devices  205  and IVR system  225 . The program code can further be configured to, when executed, enable the call diversion handling module  300  to check that the calling device  205  is capable of interacting by using an External Network Database  235  or by querying the calling device  205  directly. Yet further, the program code can further be configured to, when executed, enable the call diversion handling module  300  to initiate an initial message to the caller via the Message Gateway  260 . 
         [0028]    In yet a further illustration of the operations of the call diversion handling module  300 ,  FIG. 3  is a flow chart illustrating a process for call diversion handling in a contact center, for example the data processing system  200  in  FIG. 2 . Beginning in block  310 , a call can be received by the communication system  200  from a caller using an exemplary calling device  205 . In block  320  the call is answered. A caller or calling device unique identifier such as the caller&#39;s telephone number (aka CLID/ANI) is automatically obtained in block  330  if it is available. If the unique identifier is available, in block  340  a call to the External Network Database  235  is effected to check if the calling device is capable of an alternate communication method, for example, a messaging technique. In some embodiments, the communication system  200  may query the calling device  205  directly to determine the capabilities of the calling device  205 . At this stage an IVR session may be initiated, for example, by IVR system  225 , and the caller is prompted according to a call flow defined for the IVR session (such as that defined by way of a VMXL compliant document), and included in this prompt  350  is an offer of a call diversion to an alternate communication path or technique, for example, a messaging channel. The caller&#39;s input  360  is then requested to confirm acceptance of the offer. If the caller or calling device unique identifier has not been obtained at block  330  the caller is further prompted for the unique identifier that may enable addressing of the initial message to the calling device. If no input  360  is received decision  370  is made to return the caller to the prompt  360  where they are again prompted  350  and make the offer. This may be repeated as long as the user remains on hold with the voice call unanswered. If the input  370  is made then the response is processed  380  and using the unique identifier obtained from the caller, an initial message  390  is sent to the caller or calling device using the alternate communication path or technique. At this point the call diversion handling process is complete and the IVR session  395  may be terminated. 
         [0029]    In at least one aspect of the disclosed embodiments, the systems and methods disclosed herein may be executed by one or more computers under the control of one or more programs stored on computer readable medium, such as a non-transitory computer readable medium.  FIG. 4  shows a block diagram of an exemplary computing apparatus  400  that may be used to practice aspects of the disclosed embodiment. In at least one exemplary aspect, the calling devices  120 ,  205 , IVR systems  130 ,  225 , external network databases  160 ,  235 , messaging systems  170 ,  250 , telephonic gateway  215 , host computer  220 , terminal  240 , messaging gateway  260 , call diversion handling module  300 , and other disclosed devices and systems may be implemented using an instance or replica of the computing apparatus  400  or may be combined or distributed among any number of instances or replicas of computing apparatus  400 . 
         [0030]    The computing apparatus  400  may include computer readable program code or machine readable executable instructions stored on at least one computer readable medium  402 , which when executed, are configured to carry out and execute the processes and methods described herein. The computer readable medium  402  may be a memory of the computing apparatus  400 . In alternate aspects, the computer readable program code may be stored in a memory external to, or remote from, the apparatus  400 . The memory may include magnetic media, semiconductor media, optical media, or any media which may be readable and executable by a computer. Computing apparatus  400  may also include a processor  404  for executing the computer readable program code stored on the at least one computer readable medium  402 . In at least one aspect, computing apparatus may include one or more input or output devices, generally referred to as a user interface  406 , for example, the user interface (UI) described above, which may operate to allow input to the computing apparatus  1000  or to provide output from the computing apparatus  400 , respectively. The user interface  406  may include a device display, touch screen, buttons, and audio input and output. 
         [0031]    It is contemplated that when using the alternate communication method, an agent may be capable of servicing multiple callers at the same time and that call waiting time may be reduced. 
         [0032]    It should be understood that the disclosed embodiments may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment containing both hardware and software elements. 
         [0033]    While the techniques and systems disclosed herein are described in the context of initiating communications over the Public Switched Telephone Network (PSTN), it should be understood that any suitable communication network may be used for initiating communications. 
         [0034]    While the techniques and systems disclosed herein are described in the context of an IVR system, it should be understood that any system suitable for performing the described functions and operations may be used to implement the disclosed embodiments. Furthermore, while text messaging is used an exemplary alternate communication mechanism, it should be understood that any communication technique or arrangement may be used as the alternate communication mechanism. 
         [0035]    In at least one aspect, the disclosed embodiments are directed to placing a call in a queue, providing call handling selections including an alternate communication method, upon selection of the alternate communication method, obtaining a device identifier, and using the device identifier to effect the alternate communication method.