Adaptive communication alerts
AssigneeAvaya Management L.P.
InventorsShamik Shah, Prasanta Kumar Jena
Life of this patent
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Abstract
The technology disclosed herein enables the use of adaptive durations when alerting users about communication session requests. In a particular embodiment, a method provides identifying a first request to establish a first communication session with a first endpoint and determining a first duration for alerting a first user of the first endpoint about the first request based on information about the first request. The method further provides alerting the first user about the first request in accordance with the first duration.
Claims20
A method for adaptive communication alerts, the method comprising:
- selecting a first user for receiving a first call request to establish a first communication session between a first endpoint operated by the first user and an agent endpoint operated by one of a plurality of agents of a contact center;
- determining a first duration for alerting the first user about the first call request based on information about the first call request, wherein the information indicates at least one of a likelihood that the first user will respond to the first call request and how long it will likely take for the first user to respond to the first call request;
- initiating the first call request to a first endpoint operated by the first user, wherein the first endpoint alerts the first user about the first call request;
- and
- upon the first duration elapsing without a response to the first call request from the first endpoint, canceling the first call request.
An apparatus for adaptive communication alerts, the apparatus comprising:
- one or more computer readable storage media;
- a processing system operatively coupled with the one or more computer readable storage media;
- and
- program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
- select a first user for receiving a first call request to establish a first communication session between a first endpoint operated by the first user and an agent endpoint operated by one of a plurality of agents of a contact center;
- determine a first duration for alerting the first user about the first call request based on information about the first call request, wherein the information indicates at least one of a likelihood that the first user will respond to the first call request and how long it will likely take for the first user to respond to the first call request;
- initiate the first call request to a first endpoint operated by the first user, wherein the first endpoint alerts the first user about the first call request;
- and
- upon the first duration elapsing without a response to the first call request from the first endpoint, cancel the first call request.
One or more non-transitory computer readable storage media having program instructions store thereon for adaptive communication alerts, the program instructions, when read and executed by a processing system, direct the processing system to:
- select a first user for receiving a first call request to establish a first communication session between a first endpoint operated by the first user and an agent endpoint operated by one of a plurality of agents of a contact center;
- determine a first duration for alerting the first user about the first call request based on information about the first call request, wherein the information indicates at least one of a likelihood that the first user will respond to the first call request and how long it will likely take for the first user to respond to the first call request;
- initiate the first call request to a first endpoint operated by the first user, wherein the first endpoint alerts the first user about the first call request;
- and
- upon the first duration elapsing without a response to the first call request from the first endpoint, cancel the first call request.
Dependencies are inferred from the claim text.