The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 10, 2018
Filed:
May. 01, 2017
Noble Systems Corporation, Atlanta, GA (US);
Karl H. Koster, Sandy Springs, GA (US);
Guilherme Villarinho, Johns Creek, GA (US);
NOBLE SYSTEMS CORPORTION, Atlanta, GA (US);
Abstract
A communications handler determines an appropriate contact center agent to receive an incoming communication session. Communication session indicators provide status information to the agent, both aurally and visually, for the various communication sessions. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types comprise chat sessions, text sessions, and email sessions. The agent may receive an aural notification indication related to the status of a non-voice communication sessions, as well as a voice communication session. The aural notifications are provided using a whisper bridge, which ensures only the agent hears the aural notification and any remote party connected to a current voice communication session will not hear the aural notification. Provision of an aural notification to the agent allows the agent to focus on other portions of the screen display, and provides flexibility in informing the agent of communication session status changes.