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. 31, 2011
Filed:
Jun. 03, 2004
Sarah Hildebrandt Kiefhaber, Boulder, CO (US);
Robert W. Snyder, Danville, CA (US);
Robin Donald Taylor, Danville, CA (US);
David Zanoni, Bethlehem, PA (US);
Sarah Hildebrandt Kiefhaber, Boulder, CO (US);
Robert W. Snyder, Danville, CA (US);
Robin Donald Taylor, Danville, CA (US);
David Zanoni, Bethlehem, PA (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The present invention is directed to a contact center that includes a switching fabricoperable to configure a communication session between a first customer and a first resourcefor servicing of a first contact by the first resource and a contact tracking agentoperable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.