CPC H04M 3/5183 (2013.01) [H04L 65/75 (2022.05); H04L 67/145 (2013.01); H04N 7/147 (2013.01); G06Q 40/08 (2013.01); H04M 3/5238 (2013.01)] | 20 Claims |
1. A method, comprising:
receiving, by a virtual collaboration server and from a mobile computing device, a request to initiate a communication session regarding an insurance claim, wherein the request comprises a login-free request;
receiving, by the virtual collaboration server, contact information of a customer associated with bidirectional transmission;
selecting, by the virtual collaboration server and based on a list of available agents, a computing device associated with an agent of the list of available agents;
monitoring, by the virtual collaboration server, wait times associated with connecting to computing devices associated with one or more agents of a list of available agents;
determining, by the virtual collaboration server, the wait times each exceed a threshold wait time;
presenting, by the virtual collaboration server and to the mobile computing device, an option to request a call back;
maintaining, by the virtual collaboration server and in response to the customer selecting the option to request the call back, a ticket associated with the customer in a queue associated with the one or more agents;
determining, by the virtual collaboration server, an agent of the one or more agents is available to initiate the communication session with the customer;
providing, by the virtual collaboration server and to the computing device of the agent, the ticket;
receiving, by the virtual collaboration server and from the computing device of the agent, an indication that the agent has accepted the request to initiate the communication session;
determining, by the virtual collaboration server, the previously received contact information of a customer associated with the bidirectional transmission;
generating, by the virtual collaboration server, a login-free reconnection code associated with the bidirectional transmission;
using the determined contact information, causing, by the virtual collaboration server, the login-free reconnection code to be electronically transmitted to the mobile computing device;
causing, by the virtual collaboration server, the mobile computing device to display a notification comprising the login-free reconnection code;
receiving, by the virtual collaboration server and from the mobile computing device, a request to reconnect, wherein the request indicates the login-free reconnection code; and
reconnecting, by the virtual collaboration server and based on determining the request comprises the indication of the login-free reconnection code, the bidirectional transmission between the mobile computing device and the computing device of the agent.
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