公开(公告)号：US10713662B1

公开(公告)日：2020-07-14

申请号：US16285448

申请日：2019-02-26

Applicant: Avaya Inc.

Inventor： Lakshmi Narayanan ,  Prem Kumar Bhavnani ,  Harshad R. Apshankar

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q30/00

Abstract: One aspect of the present invention relates to a computer-implemented process, that includes receiving an incoming contact at a contact center for an interaction between the contact center and a user; monitoring inbound communication and outbound communication between the user and an agent of the contact center; detecting that one of the agent or the user ends the contact; and based on the monitored inbound communication and outbound communication, automatically determining, by the computer, whether the interaction is complete.

公开(公告)号：US10715669B2

公开(公告)日：2020-07-14

申请号：US15882076

申请日：2018-01-29

Applicant: Avaya Inc.

Inventor： Lakshmi Narayanan ,  Prem Kumar Bhavnani ,  Harshad R. Apshankar

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/58

Abstract: Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.

公开(公告)号：US20190238680A1

公开(公告)日：2019-08-01

申请号：US15882076

申请日：2018-01-29

Applicant: Avaya Inc.

Inventor： Lakshmi Narayanan ,  Prem Kumar Bhavnani ,  Harshad R. Apshankar

IPC: H04M3/523 ,  H04M3/51

Abstract: Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.