CPC H04M 3/56 (2013.01) [H04M 3/523 (2013.01)] | 21 Claims |
1. A method for coordinating an impromptu voice meeting in an automated call distribution (ACD) system, comprising:
receiving, by a processor, a request to initiate the impromptu voice meeting among a team of agent devices;
validating, by the processor, the request to initiate the impromptu voice meeting;
generating, by the processor, a meeting contact identifier, the meeting contact identifier having a current state at the time of generating and a next state that follows the current state;
commencing, by the processor, the impromptu voice meeting between an initiator of the request and each of the agent devices that is available;
linking, by the processor, a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier;
setting by the processor, a respective state of each unavailable agent device among the team of agent devices to the next state of the meeting contact identifier;
and
while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable device to the impromptu voice meeting as it becomes available.
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