Avaya Inc.

Avaya Management L.p.

Emily E Matula

Valentine C Matula

David Skiba

George William Erhart

Shamik Shah

Providing zip tones for a call includes receiving, by a computer of a contact center, a call-related event for the call; generating, by the computer of the contact center, one zip tone from among a plurality of different zip tones based on the call-related event, wherein the one zip tone is indicative of one or more attributes of the call-related event that are different than other call-related events; transmitting, by the computer of the contact center, the one zip tone to a device associated with a call participant of the call; and requesting, by the computer of the contact center, customization instructions for one or more of the plurality of different zip tones

Content coded zip tones for agents and conference call participants, and user-adjustable tone attribute

A method and apparatus are disclosed that enable the synchronization of user profile information for M users who are sharing K telecommunications terminals, wherein M and K are not necessarily equal to each other. The disclosed technique addresses the problem that occurs when multiple users share multiple terminals, in which a user that selects a particular terminal to use has to contend with the contact lists, user preferences, and call log entries that are left over from the previous user or users of the selected terminal. In accordance with the illustrative embodiment of the present invention, the user profile information is associated with and stored for each user in a group of users, in contrast to being associated with and stored for the telecommunications terminal. The user profile information comprises (i) contact information, (ii) call or message activity, and (iii) user terminal preferences.

Growing community of inventors

Granville, OH, United States of America

Emily E Matula