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:
May. 19, 2020
Filed:
May. 22, 2019
Applicant:
Avaya Inc., Santa Clara, CA (US);
Inventors:
Gerard Carty, Kilcolgan, IE;
Thomas Moran, Galway, IE;
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/493 (2006.01); H04M 3/58 (2006.01); G06F 17/27 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/4936 (2013.01); G06F 17/2705 (2013.01); G06F 17/2735 (2013.01); H04M 3/5133 (2013.01); H04M 3/58 (2013.01); H04M 2201/40 (2013.01); H04M 2203/2038 (2013.01); H04M 2203/552 (2013.01);
Abstract
A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.