System and method for callback management with alternate site routing and callback pacing
US11418650B2 · kind B2 · utility
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6Claims
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Key dates
| Filing date | Dec 1, 2021 |
| Grant date | Aug 16, 2022 |
| Priority date | — |
| Expiry date | Dec 1, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.