Mitel Networks Corporation

Michael Montcalm

Jonathan Braganza

Justin Ghantous

Systems and methods for the generation of job-specific contact centers are disclosed. The system may enable customers to generate a contact center during a job bidding phase and/or during pendency of the job. The contact center may enable communications between the customer and one or more contractors. The generated contact center may be both customer specific and job specific. The contact center may include any suitable communication technology, including an interactive voice response (IVR) system.

Job-specific contact center generation

A system and method for detecting a start and end of section keystrokes, measuring a section time between the start and end of section keystrokes; aggregating the measured section time with previously measured section times; comparing the aggregate of the measured section times with a section target time; and sending an alert when a difference between the aggregate of the measured section times and the section target time is greater than a predetermined threshold.

System and method for call timing and analysis

A communications system is configured to facilitate communication via a plurality of communication types and comprises at least one queue monitor. The system is configured to determine a number of users on hold in a queue for each of the communication types, to compare the determined number of users on hold to a configurable threshold value for each communication type and, when the number of users on hold in a queue for a first communication type exceeds a threshold value for the first communication type, to send a notification to one or more of the users on hold in that queue, the notification comprising an option to switch to an alternative communication type.

System and method for queue load balancing

A method and system for transmitting, reviewing, and analyzing mixed-media communications are disclosed. The system includes one or more databases to store information in multiple formats. The information in multiple formats can be reviewed using a single application on a device for easy review and analysis of the mixed media communications.

System and method for recording and reviewing mixed-media communications

A system and method for dynamically updating a service level agreement during a communication with a contact center are disclosed. The system and method are configured to display an initial time associated with a predetermine SLA path and then update the displayed time based on a communication between an agent and a customer.

Method and system for dynamically changing a service level agreement

A method and system for automatically generating and sending a test message to one or more apparatus associated with a user are disclosed. The test messages can be pushed to the one or more apparatus and a response received from the one or more apparatus prior to connecting a communication between two devices.

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Ottawa, Canada

Michael Montcalm