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. 18, 2023
Filed:
Nov. 01, 2021
Avaya Management L.p., Durham, NC (US);
Kurt H. Haserodt, Westminster, CO (US);
Joaquin Omar Alvarado, Eatontown, NJ (US);
Christopher David Baldwin, Princeton, NJ (US);
Avaya Management L.P., Durham, NC (US);
Abstract
The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.