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Context aware interaction

  • US 10,289,982 B2
  • Filed: 02/21/2018
  • Issued: 05/14/2019
  • Est. Priority Date: 06/14/2011
  • Status: Active Grant
First Claim
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1. A method for managing communications between a plurality of electronic devices, the method comprising:

  • detecting, by a processor, that a caller is disconnected from a current call;

    in response to detecting, by the processor, that the caller is disconnected from the current call, identifying, by the processor, availability information for the caller, the availability information identifying a condition for engaging in communication with the caller;

    monitoring, by the processor, availability of the caller, wherein the availability of the caller is based at least on the availability information;

    monitoring, by the processor, availability of a plurality of agents of a customer contact center;

    determining, by the processor, mutual availability of the caller and an agent of the plurality of agents based on monitoring the availability of the caller and the availability of the plurality of agents;

    transmitting, by the processor, in response to determining the mutual availability, a signal to a switch, the signal for establishing a communication session between a first electronic device associated with the caller and a second electronic device associated with the agent.

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