公开(公告)号：US10135985B1

公开(公告)日：2018-11-20

申请号：US15886697

申请日：2018-02-01

Applicant: Avaya Inc.

Inventor： Pushkar Deole ,  Jibin George

IPC: H04M3/523 ,  H04M3/51

Abstract: The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.

公开(公告)号：US11330107B2

公开(公告)日：2022-05-10

申请号：US17075829

申请日：2020-10-21

Applicant: Avaya Inc.

Inventor： Pushkar Deole ,  Jibin George

IPC: H04M3/523 ,  H04M3/42 ,  H04M3/56 ,  H04M3/51

Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

公开(公告)号：US20210144254A1

公开(公告)日：2021-05-13

申请号：US17075829

申请日：2020-10-21

Applicant: Avaya Inc.

Inventor： Pushkar Deole ,  Jibin George

IPC: H04M3/523 ,  H04M3/56 ,  H04M3/51 ,  H04M3/42

Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

公开(公告)号：US10827072B1

公开(公告)日：2020-11-03

申请号：US16676728

申请日：2019-11-07

Applicant: Avaya Inc.

Inventor： Pushkar Deole ,  Jibin George

IPC: H04M3/523 ,  H04M3/42 ,  H04M3/56 ,  H04M3/51

Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.