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公开(公告)号：US11516344B2
公开(公告)日：2022-11-29
申请号：US16260893
申请日：2019-01-29
Applicant: Avaya Inc.
Inventor： Shamik Suresh Shah , Prasant Kumar Jena , Amit Pansuria
Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.
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公开(公告)号：US20200244806A1
公开(公告)日：2020-07-30
申请号：US16260893
申请日：2019-01-29
Applicant: Avaya Inc.
Inventor： Shamik Suresh Shah , Prasant Kumar Jena , Amit Pansuria
Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.
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