Avaya Inc.

Rockstar Consortium US LP

Rockstar Bidco, LP

Enda Dooley

Peter Flannery

Padraic Walsh

Martin Kenirons

Thomas J Moran

John Joseph Costello

David Murray

Hugh Tynan

A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

Routing communication sessions in a contact center

A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Method and system for controlling establishment of communication channels in a contact center

A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by: a) determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal; b) if a license is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a license is determined not to be allocated to the service provider terminal, determining availability of a license from a pool of licenses; d) if a license is determined not to be available, refusing establishment of the communication channel; and e) if a license is determined to be available, allocating the license to the service provider terminal and allowing establishment of the communication channel.

Method and system for controlling establishment of communication channels in a contact centre

Growing community of inventors

Galway, Ireland

Enda Dooley