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:
Sep. 24, 2019
Filed:
Oct. 10, 2016
Avaya Inc, Santa Clara, CA (US);
David Skiba, Golden, CO (US);
Reinhard Klemm, Basking Ridge, NJ (US);
Patrick Tendick, Basking Ridge, NJ (US);
George W. Erhart, Loveland, CO (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Avaya Inc., Santa Clara, CA (US);
Abstract
Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based 'hold' conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.