System and method for tracking call billing
AssigneeAvaya Inc.
InventorsDara Geary, Shane Kelly, Eoghan O'Hare
Life of this patent
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Abstract
Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.
Claims20
A method for tracking a status of an ongoing call, comprising:
- determining, by a computer of a contact center, that a human agent is presently connected with the ongoing call that originated from a provider network;
- subsequent to determining that the human agent is connected with the ongoing call, monitoring, by a computer of the contact center, the ongoing call while the ongoing call is connected with the human agent;
- based on the monitoring of the ongoing call connected with the human agent, determining, by the computer of the contact center, when an automated agent instead of the human agent is connected with the ongoing call;
- and
- in response to determining that the automated agent instead of the human agent is connected with the ongoing call, sending, by the computer of the contact center, a first message to the provider network,
- wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.
A system for tracking a status of an ongoing call that originated from a provider network, comprising:
- a memory device storing executable instructions;
- a processor in communication with the memory device, wherein executing the executable instructions by the processor causes the processor to:
- determine that a human agent is presently connected with the ongoing call;
- subsequent to determining the ongoing call is connected with the human agent, monitor the ongoing call that while the ongoing call is connected with the human agent;
- based on monitoring the ongoing call connected with the human agent, determine when an automated agent instead of the human agent is connected with the ongoing call;
- and
- in response to determining that the automated agent instead of the human agent is connected with the ongoing call, send a first message to the provider network,
- wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.
Dependencies are inferred from the claim text.