Avaya Inc.

Avaya Management L.p.

Avaya Technology LLC

Roger I Krimstock

Rusty Gerald Nelson

Kevin Archer

Gregory P Schin

Dwayne W Ockel

Rodney Allen Thomson

Patrick Tendick

Matias Potel Feola

Robert T Johns

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.

Enforcement of contact center communication session routing behaviors

Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.

Reporting on call center data across multiple concurrent activity sources

A database schema architecture and operators therefor is disclosed for storing data providing information about membership of items in one or more groups, wherein when such a group is a simulated group, access to group item data related to activities of the group items prior to creation of the simulated group is provided. When such a group is an actual group, access to group item data related to activities of the group items prior to creation of the group is constrained such that group entities have database Type 2 behavior. The architecture provides a common schema for both actual and simulated groups. The architecture provides the ability to create simulated or hypothesized groups of agents in a contact center, wherein the groups can be evaluated using agents' past performance. Such groups are represented by the same schemas as actual groups, and the data entities for the actual groups exhibit Type 2 database behavior.

Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior

The present invention is directed to a multi-switch telecommunications system which propagates automatically entity changes for one switch group member to all members of the group and/or aggregates performance and other types of information for all members of a selected switch grouping.

Growing community of inventors

Boulder, CO, United States of America

Roger I Krimstock