US 11,722,601 B2
Content coded zip tones for agents and conference call participants, and user-adjustable tone attribute
Valentine C. Matula, Granville, OH (US); Emily E. Matula, Pearland, TX (US); and Shamik Shah, Pune (IN)
Assigned to Avaya Management L.P., Durham, NC (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Nov. 10, 2020, as Appl. No. 17/94,264.
Prior Publication US 2022/0150355 A1, May 12, 2022
Int. Cl. H04M 3/00 (2006.01); H04M 3/51 (2006.01); H04M 19/04 (2006.01); H04M 3/56 (2006.01)
CPC H04M 3/5183 (2013.01) [H04M 3/56 (2013.01); H04M 19/041 (2013.01); H04M 19/042 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A computer implemented method for providing zip tones for an ongoing call, the method comprising:
receiving, by a computer of a contact center, from a device associated with a call participant of the ongoing call, customization instructions for one or more of a plurality of different zip tones;
customizing, by the computer of the contact center, based on the customization instructions, the one or more of the plurality of different zip tones;
receiving, by the computer of the contact center, during the ongoing call, a call-related event for the ongoing call;
generating, by the computer of the contact center, one zip tone from among the plurality of different zip tones based on the call-related event received during the ongoing call, wherein the one zip tone is indicative of one or more attributes of the call-related event that are different than other call-related events; and
transmitting, by the computer of the contact center, the one zip tone to the device associated with the call participant of the ongoing call.