Avaya Inc.

Avaya Technology LLC

Thomas L Hemm

Joylee E Kohler

Rodney Allen Thomson

Doree Duncan Seligmann

David Gray Boyer

Susan K Harkreader

Sally Cartwright

Andrew Derek Flockhart

Sarah Hildebrandt Kiefhaber

Kenneth R Hackbarth

Gary Olmsted

Jill B Ziobro

The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Instant message contact management in a contact center

The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.

Post-termination contact management

The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agentoperable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.

Multi-tasking tracking agent

The present invention is directed to a customer contactin which a agent service functionto collect predetermined types of information regarding the contact and/or the contact centerand interface with the contact. The interface can include presenting service options to the contact. A mood detectorcan be used to collect information about the customer's state of mind.

Presence awareness agent

The present invention is directed to a customer contactin which a session monitoridentifies and implements multi-customer sessions. A conferencing functionconnects the plurality of customers-simultaneously to the same resource and/or to each other. Participation in the sessions can be mandatory or optional. The sessions can be created continually or periodically, such as when the contact centeris in an session mode. The sessions can be closed or open to new customers after commencement.

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Boulder, CO, United States of America

Thomas L Hemm