Avaya Inc.

Robin Donald Taylor

Robert Snyder

David Zanoni

Sarah Hildebrandt Kiefhaber

Sara Hildebrandt Kiefhaber

Vehicle window screen

The present invention is directed to a contact center that includes a switching fabricoperable to configure a communication session between a first customer and a first resourcefor servicing of a first contact by the first resource and a contact tracking agentoperable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.

Data model of participation in multi-channel and multi-party contacts

A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communication session with the call center is evaluated and a determination made whether to transfer the customer to a generalist. The customer is transferred to a generalist when a result of the determining is that the customer should be transferred to a generalist and the customer is not transferred to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.

Method and apparatus for determining customer routing in a call center

A method, apparatus and computer program product for determining wait treatment for a customer in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to a customer in a communication session with the call center is then evaluated. From the evaluation the type of wait treatment to use for the customer is determined and is provided to the customer.

Method and apparatus for determining wait treatment of a customer in a call center

The present invention provides a graceful transfer of a contact from a queue to another party. More particularly, exit points are defined within a given wait treatment for the contact. While the contact is in queue waiting for service the initiator of the contact is able provided with the wait treatment. When the contact is ready to be removed from the queue (e.g., because a servicing agent is ready to available to service the contact), the contact is kept in the queue and continues to be provided the wait treatment until an exit point has been reached.

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Danville, CA, United States of America

Robin Donald Taylor