Invention Application
US20160127556A1 SYSTEM AND METHOD FOR SELECTING AN AGENT IN AN ENTERPRISE 有权
在企业中选择代理的系统和方法

  • Patent Title: SYSTEM AND METHOD FOR SELECTING AN AGENT IN AN ENTERPRISE
  • Patent Title (中): 在企业中选择代理的系统和方法
  • Application No.: US14533407
    Application Date: 2014-11-05
  • Publication No.: US20160127556A1
    Publication Date: 2016-05-05
  • Inventor: Desmond KirranePaul D'ArcyTony McCormack
  • Applicant: Avaya Inc
  • Main IPC: H04M3/523
  • IPC: H04M3/523
SYSTEM AND METHOD FOR SELECTING AN AGENT IN AN ENTERPRISE
Abstract:
An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
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