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. 01, 2018
Filed:
Oct. 21, 2016
Applicant:
Avaya Inc., Basking Ridge, NJ (US);
Inventors:
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 15/00 (2006.01); H04M 3/00 (2006.01); H04M 3/51 (2006.01); H04L 29/06 (2006.01);
U.S. Cl.
CPC ...
H04M 15/39 (2013.01); H04L 65/1006 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); H04M 2207/08 (2013.01);
Abstract
Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.