Avaya Technology LLC

Avaya Inc.

Christopher Moss

Andrew Derek Flockhart

Eugene P Mathews

Robert Daniel Nalbone

Joaquin Omar Alvarado

Peter Matteo

Didina Burok

Douglas W Swartz

John Z Taylor

David Charles Bengtson

Andrew J Cammer

The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

Communications-enabled dynamic social network routing utilizing presence

In a computer-telephony integrated (CTI) contact center, a CTI adjunct () enqueues contacts in contact queues () of the CTI adjunct, but also causes contacts that are calls () to be enqueued as ACD calls in ACD call queues () of an ACD system (), whereby the ACD system and its management information system (MIS) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues () of the CTI adjunct, but also causes agents () that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues () of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.

Computer-telephony integration that uses features of an automatic call distribution system

In a computer integrated telephony call center where an adjunct host ( ) normally controls enqueuing of calls ( ) in call queues ( ) of an ACD system ( ) and corresponding call queues ( &prime;) of the adjunct host and assigning of the enqueued calls to agents, the ACD system assumes ( ) control over its call queues upon loss of the control by the adjunct host (e.g., upon failure ( ) of the adjunct host). The ACD system flags ( ) all calls that are enqueued at the time of loss of the adjunct host control as well as all calls that the ACD subsequently enqueues as being under ACD system control. When the adjunct host regains its control ability, the ACD system stops flagging new calls, call queues of the host processor are cleared ( ), and the adjunct host regains control ( ) of enqueuing calls in call queues of the ACD and the adjunct host. But the adjunct host regains control ( ) of assigning calls from each call queue of the ACD system and the corresponding call queue of the adjunct host only when all flagged calls have been removed ( ) from that ACD call queue by the ACD system. The adjunct host resumes assigning work to each agent only when the adjunct host has regained control ( ) of assigning calls from all call queues that are served by that agent. Failure and restoration of control by the adjunct host is thereby made transparent to calls.

Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

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Flower Mound, TX, United States of America

Christopher Moss