US 11,838,447 B2
Systems and methods for coordinating an impromptu voice meeting in an automated call distribution system
Alex Marmor, South Jordan, UT (US)
Assigned to InContact Inc., Salt Lake City, UT (US)
Filed by InContact Inc., Salt Lake City, UT (US)
Filed on Sep. 9, 2021, as Appl. No. 17/470,198.
Prior Publication US 2023/0069936 A1, Mar. 9, 2023
Int. Cl. H04M 3/56 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/56 (2013.01) [H04M 3/523 (2013.01)] 21 Claims
OG exemplary drawing
 
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.