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Aural communication status indications provided to an agent in a contact center

  • US 10,021,245 B1
  • Filed: 05/01/2017
  • Issued: 07/10/2018
  • Est. Priority Date: 05/01/2017
  • Status: Active Grant
First Claim
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1. A method for providing communication session status indications comprising visual status information and audible status information to an agent in a contact center, comprising:

  • allocating a voice communication session to the agent by a communications handler, wherein the agent is in voice communication with a remote party using a workstation comprising a computer display and a phone device;

    displaying on the computer display used by the agent the visual status information of the voice communication session;

    displaying on the computer display used by the agent non-voice communication session status information about a change in status of a non-voice communication session allocated to the agent involving a second remote party while the agent is in voice communication with the remote party; and

    providing the audible status information to the agent using the phone device about the change in the status to the non-voice communication session.

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