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US 2004/0202306 A1Published application
Location-based bridging in call centers
AssigneeAvaya Inc.
InventorsLynne Shapiro Brotman, Yves D. Jean, Valentine C. Matula, Michael J. Sammon, Doree Duncan Seligmann
Life of this patent
Estimating the term…
Abstract
A call center apparatus for automatically bridging a mobile user (e.g., a supervisor, etc.) into an existing conversation between a telephone operator and a caller is disclosed. The illustrative embodiments bridge the mobile user into the conversation of the closest telephone operator for which the mobile user has bridging authority.
Claims20
An apparatus comprising:
- a plurality of communications devices, wherein each of said communications devices enables a respective conversation;
- a communications terminal, wherein said communications terminal:
- is within transmission range of said plurality of communications devices, and
- is allowed to bridge into authorized conversations, wherein said authorized conversations are enabled by a subset D of said communications devices;
- and
- a bridging device for bridging said communications terminal into one of said authorized conversations enabled by one of said communications devices;
- wherein said bridging device comprises:
- a first transceiver for communicating with said one communications device, and
- a second transceiver for communicating with said communications terminal;
- and
- wherein said one communications device is at least as close to said communications terminal as any other communications device in said subset D.
8 more elements
An apparatus comprising:
- a plurality of communications devices, wherein each of said communications devices enables a respective conversation;
- a communications terminal, wherein said communications terminal:
- is within transmission range of said plurality of communications devices, and
- is allowed to bridge into authorized conversations, wherein said authorized conversations are enabled by a subset D of said communications devices;
- and
- a bridging device for establishing a bridging communications path between said communications terminal and a first one of said communications devices in said subset D;
- wherein said bridging device comprises:
- a first transceiver for communicating with said first communications device, and
- a second transceiver for communicating with said communications terminal;
- and
- wherein said first communications device is at least as close to said communications terminal as any other communications device in said subset D;
- and
- wherein said bridging communications path comprises:
- a first logical channel between said first communications device and said bridging device,
- a second logical channel between said bridging device and a second one of said communications devices, and
- a link between said second communications device and said communications terminal.
13 more elements
An apparatus comprising a bridging device, said bridging device comprising:
- at least one first transmitter-receiver pair;
- at least one second transmitter-receiver pair;
- a switch fabric for connecting said first pairs to said second pairs;
- and
- a processor;
- wherein each of said first pairs
- sends signals to a respective one of a plurality of communications devices, and
- receives signals from said respective communications device;
- and
- wherein each of said second pairs
- sends signals to a respective one of a plurality of communications terminals, and
- receives signals from said respective communications terminal;
- and
- wherein each of said communications devices enables a respective conversation;
- and
- wherein each of said communications terminals
- is within transmission range of said plurality of communications devices, and
- is allowed to bridge into a respective plurality of authorized conversations;
- and
- wherein said authorized conversations are enabled by a subset D of said communications devices;
- and
- wherein said processor configures said switch fabric to bridge at least one of said communications terminals into a respective one of said authorized conversations enabled by one of said communications devices;
- and
- wherein said one communications device is at least as close to said communications terminal as any other communications device in said subset D.
21 more elements
Dependencies are inferred from the claim text.