Avaya Inc.

Rockstar Consortium US LP

Rockstar Bidco, LP

Peter Flannery

Enda Dooley

Padraic Walsh

Martin Kenirons

Tony McCormack

Paul D'Arcy

Thomas J Moran

John Joseph Costello

David Murray

Cathal Mac Donnacha

Hugh Tynan

Lee Malcolm

A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.

System and method for enhancing information flow in an enterprise

A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

System and method for contact center routing of a customer based on media capabilities

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

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Galway, Ireland

Peter Flannery