Patent ID: 8369496

Claim:
A method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, comprising: providing a gateway for receiving a new customer call; executing call control XML (CCXML) to launch a self service application (SSA); collecting customer information and input data; storing the customer information and input data in a database; receiving an agent request from the customer; launching a wait treatment application (WTA); playing the WTA to the customer; detecting an abrupt customer call disconnect; exiting the WTA upon detecting the abrupt customer call disconnect; retaining customer information and input data in the database; sending an SMS/voice message notification to the customer including an IVR options keystring and a reference number; determining, upon customer call re-connect, whether there is status information of an abnormally terminated call corresponding to the customer call re-connect; retrieving status information of the abnormally terminated call from the database; connecting the IVR system to the re-established customer call; and providing IVR system options to the customer based upon the particular disconnect scenario that occurred during the IVR session.