公开(公告)号：US09374468B2

公开(公告)日：2016-06-21

申请号：US14100268

申请日：2013-12-09

Applicant: Avaya, Inc.

Inventor： Jibin George

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/2005 ,  H04M2203/2088

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 提供了检测客户和联络中心的资源之间的通信中的通信信道丢失的方法。 该方法确定何时发生通信信道丢失。 当在客户被解析的目标之前发生通信丢失时，当在预定和有限的时间内进行回叫时，该方法保留用于客户回拨并进入相同资源的传入通信路由。

公开(公告)号：US20150163361A1

公开(公告)日：2015-06-11

申请号：US14100268

申请日：2013-12-09

Applicant: Avaya, Inc.

Inventor： Jibin George

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/2005 ,  H04M2203/2088

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 提供了检测客户和联络中心的资源之间的通信中的通信信道丢失的方法。 该方法确定何时发生通信信道丢失。 当在客户被解析的目标之前发生通信丢失时，当在预定和有限的时间内进行回叫时，该方法保留用于客户回拨并进入相同资源的传入通信路由。