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公开(公告)号：US20210266404A1
公开(公告)日：2021-08-26
申请号：US17314778
申请日：2021-05-07
Applicant: Avaya Inc.
Inventor： Niraj Riswadkar , Salil Dhawan , Mayura Nene
Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
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公开(公告)号：US11076045B2
公开(公告)日：2021-07-27
申请号：US16249571
申请日：2019-01-16
Applicant: Avaya Inc.
Inventor： Niraj Riswadkar , Salil Dhawan , Mayura Nene
Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
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公开(公告)号：US11632465B2
公开(公告)日：2023-04-18
申请号：US17314778
申请日：2021-05-07
Applicant: Avaya Inc.
Inventor： Niraj Riswadkar , Salil Dhawan , Mayura Nene
Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
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公开(公告)号：US20200228655A1
公开(公告)日：2020-07-16
申请号：US16249571
申请日：2019-01-16
Applicant: Avaya Inc.
Inventor： Niraj Riswadkar , Salil Dhawan , Mayura Nene
Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
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