公开(公告)号：US09716790B2

公开(公告)日：2017-07-25

申请号：US14814772

申请日：2015-07-31

申请人： Avaya Inc.

发明人： Gene M. Uba

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC分类号： H04M3/5175 ,  H04M3/5166 ,  H04M3/523 ,  H04M2203/404 ,  H04M2203/406

摘要： Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

公开(公告)号：US20170034349A1

公开(公告)日：2017-02-02

申请号：US14814772

申请日：2015-07-31

申请人： Avaya Inc.

发明人： Gene M. Uba

IPC分类号： H04M3/51

CPC分类号： H04M3/5175 ,  H04M3/5166 ,  H04M3/523 ,  H04M2203/404 ,  H04M2203/406

摘要： Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

摘要翻译： 本文公开的实施例提供了用于促进与联络中心中的多个代理接合的系统，方法和计算机可读介质。 在特定实施例中，一种方法提供检测多个代理系统中的第一代理系统的多个代理的第一代理的登录/退出事件到被配置为与所述联络中心分配通信的通信分配系统 多个代理系统。 在所述通信分发系统中，所述方法提供所述第一代理系统应该与所述多个代理系统中的第二代理系统进行通信并且启动所述第一代理系统和所述第二代理系统之间的第一通信的确定。