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:
Nov. 20, 2018
Filed:
Feb. 01, 2018
Avaya Inc., Basking Ridge, NJ (US);
Pushkar Deole, Maharashtra, IN;
Jibin George, Maharashtra, IN;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.