Abstract: The disclosed embodiments provide systems and methods for managing calls received by a call center. In one embodiment, a method is disclosed that may include receiving and routing a first call to a first agent. The method may also include determining completed steps of a troubleshooting process and storing session information comprising a list of the completed steps of the troubleshooting process. The method may further include creating a call drop ticket associated with the session information if the first call is disconnected before the troubleshooting process is completed. In one aspect, the method may include receiving a second call, and, if the second call is associated with the call drop ticket, bypass running of a call routing script; routing the second call to a second agent; and displaying, to the second agent, the completed steps stored in the session information.

Abstract: An Interactive Voice Response Server (“IVR Server”) generates a session identifier (“session ID”) to identify and track a session during an initial communication connection. Upon resolving menu selection identifiers that are received from a first communication device to a queue of sessions, the IVR Server stores the session ID in a queue table for the queue. Next, the IVR Server determines an estimated wait time, generates a token, and links the estimated wait time and the token to the session by mapping the token and the estimated wait time to an entry of the session ID in the queue table. Finally, the IVR Server transmits the estimated wait time and the token to the first communication device. In a subsequent communication connection, the session can be accessed on the same or a different device as the session progresses through the queue based on the token.