发明名称 |
Method and apparatus for intelligent processing of suspend and resume operations in a call center |
摘要 |
Methods and apparatus are provided for processing "on hold" commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an "on-hold" condition; and suspending the communication dialog when the "on-hold" condition is detected. The "on-hold" condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the "on-hold" condition is detected. The communication dialog can be monitored for an "off-hold" condition and restarted from a checkpoint when the "off-hold" condition is detected. A resume context message can optionally be provided to the caller when the "off-hold" condition is detected. |
申请公布号 |
EP2073523(A1) |
申请公布日期 |
2009.06.24 |
申请号 |
EP20080167771 |
申请日期 |
2008.10.28 |
申请人 |
AVAYA INC. |
发明人 |
ERHART, GEORGE W.;MATULA, VALENTINE C.;SKIBA, DAVID |
分类号 |
H04M3/493;G06F17/30;H04L29/06;H04M3/428 |
主分类号 |
H04M3/493 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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