System and method for managing communication system
US11057476B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Mar 28, 2018 |
| Grant date | Jul 6, 2021 |
| Priority date | — |
| Expiry date | Apr 20, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/04
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In a method for managing a communication system, the method includes: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, by the processor, the chat communication session to a first agent device operated by a first agent; detecting, by the processor, a disconnection of the user device from the chat communication session; maintaining, by the processor, the connection to the chat communication session by the automated chat resource during a timeout period after the disconnection of the user device is detected; detecting, by the processor, the user device reconnecting to the chat communication session; and routing, by the processor, the chat communication session to a contact center resource.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.