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System and Method for Connecting a Caller to a Relevant Ongoing Call at Help Desk in Listen Only Mode

IP.com Disclosure Number: IPCOM000236672D
Publication Date: 2014-May-08
Document File: 2 page(s) / 38K

Publishing Venue

The IP.com Prior Art Database

Abstract

A system and method is disclosed for connecting a caller to a relevant ongoing call at help desk in a listen only mode. The relevant ongoing call is selected based on a problem topic submitted by the caller. Each call of a help desk is assigned a set of keywords by a help desk agent attending to the call. Accordingly, an ongoing call relevant to a problem topic is selected based on a set of keywords associated with the ongoing call.

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System and Method for Connecting a Caller to a Relevant Ongoing Call at Help Desk in Listen Only Mode

Disclosed is a system and method for connecting a caller to a relevant ongoing call at help desk in a listen only mode. The relevant ongoing call is selected based on problem topic submitted by the caller. Each call of a help desk is assigned a set of keywords by a help desk agent attending to the call. Accordingly, an ongoing call relevant to a problem topic is selected based on a set of keywords associated with the ongoing call .

In accordance with the method and system, when a caller calls up a help desk regarding a problem encountered by a caller, the caller is required to submit a problem topic for further proceedings. The system checks for availability of a help desk agent based on the problem topic. In a scenario when one or more help desk agents are available, the system connects the call to the help desk agent .

However, in a scenario, when no help desk agent is available, the system connects the caller to an ongoing call relevant to the problem topic of the caller . A caller is connected to an ongoing call in a listen only mode. In order to determine a relevant call, the system analyses a set of keywords associated with each ongoing call of a plurality of ongoing calls. Based on relevance of the set of keywords with the problem topic, the system selects one or more ongoing calls as potentially relevant calls for the caller. Thereafter, the system displays a list containing one or more ongoing calls to the caller. The caller selects one of the one or more of ongoing calls . In response to the selection, a help desk agent and an active caller associated with the ongoing call are alerted about the caller requesting for access in listen only mode . Thereafter, the system connects caller to the ongoing call selected by the caller in listen only mode .

Once, the caller is connected to the ongoing call, the help desk agent associated with the ongoing call is provided with options to enable/disable the caller's connectivity with the ongoing call for a period of time. For example...