US 11,706,343 B2
Unified communications incorporation in a contact center
Kurt H. Haserodt, Westminster, CO (US); Joaquin Omar Alvarado, Eatontown, NJ (US); and Christopher David Baldwin, Princeton, NJ (US)
Assigned to Avaya Management L.P., Durham, NC (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Nov. 1, 2021, as Appl. No. 17/515,852.
Prior Publication US 2023/0140674 A1, May 4, 2023
Int. Cl. H04M 3/00 (2006.01); H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5183 (2013.01); H04M 3/5237 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
in a contact center system:
in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent, wherein the first connection is established using a unified communications system that services the unified communications endpoint;
after establishing the first connection, identifying a call on a second connection between the contact center system and a second endpoint operated by a user; and
in response to selecting the agent to handle the call, bridging the first connection and the second connection.