Invention Grant
US07949121B1 Method and apparatus for the simultaneous delivery of multiple contacts to an agent
有权
用于将多个触点同时传送到代理的方法和装置
- Patent Title: Method and apparatus for the simultaneous delivery of multiple contacts to an agent
- Patent Title (中): 用于将多个触点同时传送到代理的方法和装置
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Application No.: US11069739Application Date: 2005-03-01
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Publication No.: US07949121B1Publication Date: 2011-05-24
- Inventor: Andrew D. Flockhart , Gary Edward Olmsted , Robert C. Steiner
- Applicant: Andrew D. Flockhart , Gary Edward Olmsted , Robert C. Steiner
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04L12/28
Abstract:
A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
Information query
