System and method for managing multi-channel engagements
US10469664B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Sep 21, 2016 |
| Grant date | Nov 5, 2019 |
| Priority date | — |
| Expiry date | Oct 28, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/0024
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.