US 9,813,553 B2
Device, system, and method for optimizing active transactions of an agent
Edel Kelly, Galway (IE); Liam Loftus, Galway (IE); Seamus Hayes, Galway (IE); and Will Meaney, Galway (IE)
Assigned to Avaya Inc., Santa Clara, CA (US)
Filed by Avaya Inc., Santa Clara, CA (US)
Filed on Oct. 21, 2015, as Appl. No. 14/919,057.
Prior Publication US 2017/0118341 A1, Apr. 27, 2017
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 3/58 (2006.01)
CPC H04M 3/5141 (2013.01) [H04M 3/5233 (2013.01); H04M 3/58 (2013.01); H04M 2201/16 (2013.01); H04M 2201/50 (2013.01)] 20 Claims
OG exemplary drawing
 
20. A contact center system comprising:
a server that receives a user request for processing a plurality of transactions that utilizes a real-time or a non-real-time communication channel;
a plurality of agent devices coupled to the server that process the plurality of transactions received by the contact center system;
wherein the server comprises a prioritizing device that prioritizes the plurality of transactions and controls a queue associated with each of the plurality of agent devices;
wherein a first agent is processing an ongoing transaction and an incoming transaction is received by the server requiring utilization of the real-time communication channel, the prioritizing device:
determines a priority value the incoming transaction;
when the priority value is greater than a predetermined threshold value, identifies the agent device to process the incoming transaction;
determines that the first agent device is processing the ongoing transaction on the real-time communication channel and a non-real-time transaction on a non-real-time communication channel concurrently;
transfers the ongoing transaction for the transaction to be processed to the first agent device; and
transfers the incoming transaction to the first agent device.