Avaya Inc.

Clark D Petrie

John H Yoakum

Pushkar Yashavant Deole

A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component. The sensor controller is configured to receive the at least one environmental characteristic value from the at least one environmental sensor, and transmit information based on the at least one environmental characteristic value to a network.

Network-connected access point with environmental sensor, and related components, systems, and methods

Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant or relate to an unknown topic and inquiring of the customer as to whether to proceed with either one or both of the first contact or the second contact. Furthermore, continuing with at least one of the first contact or the second contact is performed based on the response, each of the first contact and the second contact associated with a respective wait queue. Then one or both of the contacts can be assigned to an agent.

Dynamic synchronization of co-existing multichannel interactions in a contact center

Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant and inquiring of the customer as to whether to proceed with the first contact or the second contact. In response to the inquiry, receiving a response from the customer. Furthermore continuing with one of the first contact or the second contact based on the response, each of the first contact and the second contact associated with a respective wait queue; and routing the one of the first contact or the second contact to a device associated with an agent of the contact center, when the one of the first contact or the second contact reaches a top of its associated wait queue.

Efficient management of co-existing multi-channel interactions in a contact center

A lighting structure having a climate sensor is disclosed. In one example, a lighting structure includes at least one light source and at least one climate sensor. Each climate sensor is configured to determine at least one ambient climate characteristic value that quantifies an ambient climate characteristic at a location distant from the lighting structure. For example, an ambient climate characteristic may be an ambient temperature of a distant object in the same room as the lighting structure. The lighting structure also includes a controller in communication with the at least one climate sensor. The controller is configured to receive the at least one ambient climate characteristic value from the at least one climate sensor. The controller is further configured to transmit information based on the at least one ambient climate characteristic value to a network.

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Colts Neck, NJ, United States of America

Clark D Petrie