公开(公告)号：US20170054846A1

公开(公告)日：2017-02-23

申请号：US15239967

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  John Reilly ,  Thomas Eustace

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/42357 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/003 ,  H04M7/0039 ,  H04M7/0042 ,  H04M7/0054

Abstract: A method of establishing a connection with a user device associated with a user includes receiving a request from the user, the request related to a product or service and determining a context associated with the request. Accordingly, based on the determined context, one of a plurality of available communication modes can be determined and an agent device of the contact center can be connected with the user device via the determined one of the plurality of available communication modes.

Abstract translation: 建立与与用户相关联的用户设备的连接的方法包括从用户接收与产品或服务有关的请求并确定与请求相关联的上下文的请求。 因此，基于所确定的上下文，可以确定多个可用通信模式中的一个，并且可以经由所确定的多个可用通信模式中的一个与联系中心的代理设备连接用户设备。

公开(公告)号：US10165121B2

公开(公告)日：2018-12-25

申请号：US15239989

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John Reilly ,  John McGreevy ,  Joseph Smyth ,  Thomas Eustace

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04L29/08 ,  H04M3/42

Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.

公开(公告)号：US20170054847A1

公开(公告)日：2017-02-23

申请号：US15239989

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John Reilly ,  John McGreevy ,  Joseph Smyth ,  Thomas Eustace

IPC: H04M3/51 ,  H04L29/08 ,  H04M3/42 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04L67/1021 ,  H04L67/1097 ,  H04L67/327 ,  H04M3/42068 ,  H04M3/42348 ,  H04M3/5237 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.

Abstract translation: 向多个地理上分散的联络中心服务站点之一发送数据的方法包括从客户设备接收联系人; 确定接触的上下文; 以及由所述联络中心的服务器从第一上下文存储器检索基于所确定的所述联系人的上下文的信息。 因此，基于所确定的联系人的上下文，可以识别来自多个地理上分散的联络中心服务站点中的预测的特定服务站点，使得所检索的信息可以被发送到更靠近预测的特定服务的存储位置 现场比联络中心多。

公开(公告)号：US10084919B2

公开(公告)日：2018-09-25

申请号：US15239895

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  Thomas Eustace ,  James Bourke

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/5235 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/403 ,  H04M2203/408

Abstract: A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

公开(公告)号：US20170054851A1

公开(公告)日：2017-02-23

申请号：US15239895

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  Thomas Eustace ,  James Bourke

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/403 ,  H04M2203/408

Abstract: A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

Abstract translation: 在联络中心中路由联系人的方法包括从联络中心的代理接收注册，其中注册识别代理人有兴趣接收的未来联系人的至少一个属性，接收到联络中心的传入联系人; 以及识别包括多个联系人属性的传入联系人的上下文。 因此，可以确定未来联系人的至少一个属性与多个联系人属性中的至少一个匹配; 以及联络中心的代理是否可用于接收传入的联系人。 当联络中心的代理可用时，传入联系人被路由到与联络中心的代理相关联的第一代理设备。