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公开(公告)号：US10999430B2
公开(公告)日：2021-05-04
申请号：US16354628
申请日：2019-03-15
Applicant: Avaya Inc.
Inventor： Dragan Grebovic , Mehmet Balasaygun , Stephen McIntyre
Abstract: An incoming communication is received. For example, an incoming voice call is received for a user. A rule is applied to the incoming communication. The rule is based on sensor information associated with the user, presence information associated with the user, and a prior history of handling communications by the user. In response to applying the rule to the incoming communication, a method of notifying the user of the incoming communication is determined. For example, a voice call may be converted to a text communication where the user is notified via text. The incoming communication is routed to a user communication device of the user based on the rule.
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公开(公告)号：US20200288018A1
公开(公告)日：2020-09-10
申请号：US16291549
申请日：2019-03-04
Applicant: Avaya Inc.
Inventor： Mehmet Balasaygun , Dragan Grebovic , David Chavez , Kurt Haserodt
Abstract: Contact centers may receive a call that is unintentionally disconnected or has poor audio quality. If the customer needs to call again, re-entering the normal queuing process, which may have a significant delay, or re-starting an issue (e.g., providing background information, stating a problem, etc.) further adds to the frustration. Methods and systems are provided to enable a customer, who is disconnected or other wise unable to communicate effectively with an agent, to be re-queued at a higher priority, if they call the contact center again, such as within a period of time likely to be associated with the same event.
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公开(公告)号：US20200296209A1
公开(公告)日：2020-09-17
申请号：US16354628
申请日：2019-03-15
Applicant: Avaya Inc.
Inventor： Dragan Grebovic , Mehmet Balasaygun , Stephen McIntyre
Abstract: An incoming communication is received. For example, an incoming voice call is received for a user. A rule is applied to the incoming communication. The rule is based on sensor information associated with the user, presence information associated with the user, and a prior history of handling communications by the user. In response to applying the rule to the incoming communication, a method of notifying the user of the incoming communication is determined. For example, a voice call may be converted to a text communication where the user is notified via text. The incoming communication is routed to a user communication device of the user based on the rule.
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