Avaya Inc.

Avaya Technology LLC

David L Bauer

Andrew Derek Flockhart

Joaquin Omar Alvarado

Lucinda M Sanders

Keith R McFarlane

Tore L Christensen

Darryl J Maxwell

Matthew John O'Donnell

Gary S King

Erik J Johnson

Ross Yakulis

Janis Rae Putman

Wendy S Cook

Cynthia Hiatt

Praveen Kumar Mamnani

Mai-Huong Nguyen

Steve R Russell

Robert Alan Stewart

A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for the primary need while the contact is being serviced from a queue for a secondary need, the contact either remains at the head of the primary-need queue until the servicing at the secondary-need queue is completed, or a resource of the primary-need queue is conferenced in with the contact and the resource of the secondary-need queue so that the resources can serve both needs simultaneously.

Multiple queuing and servicing of a contact

A business process software program is executed in a processing element comprising a memory and a processor coupled to the memory. The processor is operative to identify within the software program one or more communications services inserted as generic design elements therein, and for each of the identified communications services, to initiate the execution of one or more corresponding communications tasks. At least one of the communications services may comprise a composite communications service which itself comprises a plurality of communications services.

Communications services for business process design

The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.

Integrated work management engine for customer care in a communication system

In a call center (,) associated with a World-Wide Web site whose pages (,) provide a call-request capability (,), the call center receives notifications of page hits and call requests from the Web server (,) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page-hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.

Using web page hit statistics to anticipate call center traffic

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Cherry Hills Village, CO, United States of America

David L Bauer