公开(公告)号：US09961211B1

公开(公告)日：2018-05-01

申请号：US15299831

申请日：2016-10-21

Applicant: Avaya Inc.

Inventor： Dara Geary ,  Shane Kelly ,  Eoghan O'Hare

IPC: H04M15/00 ,  H04M3/00 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M15/39 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/1083 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2207/08

Abstract: Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.

公开(公告)号：US20180115651A1

公开(公告)日：2018-04-26

申请号：US15299831

申请日：2016-10-21

Applicant: Avaya Inc.

Inventor： Dara Geary ,  Shane Kelly ,  Eoghan O'Hare

IPC: H04M15/00 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M15/39 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/1083 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2207/08

Abstract: Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.