US Patent 10460324 Customized communication scheduler

In some examples, a system and method for scheduling communication between a merchant and a service agent associated with a payment processing system (PPS). The method includes obtaining a current state of the POS application to indicate a technical failure. Based on the current state, the PPS determines a time window within which the merchant is available to communicate with the payment processing system or the POS terminal. Prior to establishing communication, if a current transaction is in progress, PPS defers the establishment of the communication channel to another time window, wherein the other time window is determined based on the transaction history or on a merchant-specified time window.