发明名称 Emergency greeting override by system administrator or routing to contact center
摘要 The system of the present disclosure can determine that one or more of a selected person and communication device of the selected person has been or may be impacted by an emergency event and, in response, change one or more of the following: a greeting message provided to a contactor, a status of the selected person, and a communication event treatment of an inbound communication event from the contactor to the selected person and/or communication device to notify the contactor of an impact or potential impact of the emergency event on the selected person and/or communication device and/or service the inbound communication event notwithstanding the impact of the emergency event on the selected person and/or communication device.
申请公布号 US9241069(B2) 申请公布日期 2016.01.19
申请号 US201414146527 申请日期 2014.01.02
申请人 Avaya Inc. 发明人 Mohler David S.
分类号 H04M11/00;H04M3/51 主分类号 H04M11/00
代理机构 Sheridan Ross P.C. 代理人 Sheridan Ross P.C.
主权项 1. A method, comprising: determining, by a microprocessor executing a microprocessor executable mapping module of a group administrator, that one or more of a selected person and a selected communication device of the selected person has been or may be impacted by an emergency event; and in response to the determining, changing, by a microprocessor executing an automated function of the group administrator, one or more of the following: (i) an automated greeting message or selected person status message provided to a contactor contacting the selected communication device, the automated greeting message or selected person status message being provided to a contactor in the absence of an emergency event, to a changed greeting message or status message associated with the emergency event and (ii) a communication event treatment of an inbound communication event from the contactor to the one or more of a selected person and a selected communication device to one or more of (A) notify the contactor of an impact or potential impact of the emergency event on the one or more of the selected person and selected communication device and (B) service the inbound communication event by a resource not impacted by the emergency event, the communication event treatment of the inbound communication event comprising changing from a first coverage path to a second coverage path for one or more selected electronic addresses, the one or more selected electronic addresses including an electronic address of the selected communication device, wherein the inbound communication event is directed to a different electronic address than the electronic address of the selected communication device.
地址 Basking Ridge NJ US