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1. (WO2017173164) SYSTEM AND METHOD FOR INTERACTION CALLBACK PACING
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Pub. No.: WO/2017/173164 International Application No.: PCT/US2017/025176
Publication Date: 05.10.2017 International Filing Date: 30.03.2017
IPC:
H04M 3/48 (2006.01)
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
48
Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
Applicants:
MEZHIBOVSKY, Vladimir [US/US]; US
KOROLEV, Nikilay [US/US]; US
RISTOCK, Herbert [US/US]; US
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. [US/US]; 2001 Junipero Serra Blvd. Daly City, CA 94014, US
Inventors:
MEZHIBOVSKY, Vladimir; US
KOROLEV, Nikilay; US
RISTOCK, Herbert; US
Agent:
CHANG, Josephine, E.; US
Priority Data:
15/087,51131.03.2016US
Title (EN) SYSTEM AND METHOD FOR INTERACTION CALLBACK PACING
(FR) SYSTÈME ET PROCÉDÉ DE RYTHME DE RAPPEL D'INTERACTION
Abstract:
(EN) A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.
(FR) La présente invention concerne un système comprenant un processeur et une mémoire. La mémoire enregistre des instructions, qui, lorsqu'elles sont exécutées par le processeur, amènent le processeur à recevoir une requête d'interaction avec un dispositif agent. Le processeur détermine un seuil de temps de patience pour le client en réponse à la requête d'interaction. Le processeur suggère de revenir à l'interaction à un temps basé sur le seuil de temps de patience, et effectue l'interaction de retour par le dispositif agent basé sur la détermination.
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Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KH, KN, KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: English (EN)
Filing Language: English (EN)