Avaya Management L.p.

Avaya Inc.

Kevin Archer

Rusty Gerald Nelson

Roger I Krimstock

Gregory P Schin

Dwayne W Ockel

Paul Roller Michaelis

The technology disclosed herein enables provision of sales guidance to an agent on a real-time communication session based on background sound identified during the communication session. In a particular embodiment, a method includes receiving audio from a first endpoint operated by a first user. The audio is received over a real-time communication session established between the first endpoint and a second endpoint operated by an agent of a contact center. The method further includes identifying sound other than a voice of the first user from the audio and determining a characteristic of the first user indicated by the sound. During the communication session, the method includes providing sales guidance to the agent based on the characteristic.

Real-time provision of guidance to sales-focused agents of a contact center based on identifiable background sounds

Communication endpoints, including but not limited to, mobile communication devices may lose connectivity with the network mid-call. If the call does not resume relatively quickly, the system resources utilized for the call will be released and become available for other calls. However, at a later time, the inadvertently disconnected endpoint may reestablish network connectivity. By providing a system that receives a signal, such as the result of an API or polling, the reconnected endpoint is detected and the call may automatically be reestablished between the communication endpoints after the call's resources have been repurposed.

Mobile phone open-ended reconnect feature

The technology disclosed herein enables communications among users having communication session requests waiting in a queue. In a particular embodiment, a method includes determining that a first communication session request from a first endpoint is in a queue for establishing a communication session with a receiving endpoint to which the queue is regulating access. While the first communication session request is in the queue, the method includes connecting the first endpoint to a communication channel between the first endpoint and a second endpoint having a second communication session request in the queue. Also, while the first communication session request is in the queue, the method includes exchanging user communications between the first endpoint and the second endpoint over the communication channel.

Facilitation of communication among individuals waiting in a contact center queue

Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.

Method to augment routing delivery systems with intuitive human knowledge, expertise, and iterative artificial intelligence and machine learning in contact center environments

Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

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Brighton, CO, United States of America

Kevin Archer