System and method for forwarding a session based on a recording capacity
AssigneeNice Systems Ltd.
InventorsLeon PORTMAN, Stas Margolis, Shay Weiss, Noam Ben Zeev
Life of this patent
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Abstract
A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.
Claims39
A computer-implemented method of selecting an agent to handle an interactive session comprising:
- receiving information relating to a capacity of a recording system to record interactive sessions;
- receiving an indication of an interactive session;
- selecting an agent to handle said interactive session based, at least in part, on said received information relating to a capacity of the recording system;
- and
- providing an identification of said selected agent.
A computer-implemented method of interrupting an interactive session comprising:
- receiving updated information relating to recording capacity of a recording system recording an interactive session;
- and
- if said updated information indicates a reduction in recording capacity below a threshold minimum, then taking action relating to a said interactive session.
A system for selecting an agent comprising:
- a communication system to receive requests for interactive sessions with a plurality of agents;
- a recording system connected to said communication system to record said interactive sessions, said recording system adapted to provide recording capacity information;
- a presence server adapted to provide indications of availability of each of said plurality of agents,
- wherein said communication system includes an agent selection module to receive indications of said requests for interactive sessions and to select an agent to handle an interactive session based at least in part on availability of said selected agent and on said recording capacity information.
A recording system for use in conjunction a presence server comprising:
- a recording system associated with a plurality of agents, configured to record interactive sessions of said agents, wherein said recording system is further configured to provide to a presence server information regarding a recording capacity of said recording system.
A recording method comprising:
- recording at a recording system a plurality of interactive sessions with a plurality of agents;
- and
- providing to a presence server information regarding a recording capacity of said recording system.
Dependencies are inferred from the claim text.