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:
Apr. 25, 2023
Filed:
Dec. 02, 2020
Avaya Management L.p., Durham, NC (US);
Avaya Management L.P., Durham, NC (US);
Abstract
Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.