Method and apparatus for intelligent processing of suspend...

Details Method and apparatus for intelligent processing of suspend... Method and apparatus for intelligent processing of suspend...

H - Electricity

04

M

H04M 3/493 (2006.01) H04W 4/16 (2009.01)

Patent

CA 2641498

Methods and apparatus are provided for processing "on hold" commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an "on-hold" condition; and suspending the communication dialog when the "on-hold" condition is detected. The "on-hold" condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the "on-hold" condition is detected. The communication dialog can be monitored for an "off-hold" condition and restarted from a checkpoint when the "off-hold" condition is detected. A resume context message can optionally be provided to the caller when the "off-hold" condition is detected.

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