Data model of participation in multi-channel and multi-party contacts
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United States of America Patent
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May 31, 2011
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N/A
app pub date -
Jun 3, 2004
filing date -
Mar 31, 2004
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Abstract
operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
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