Avaya. has filed a patent for technology that manages calls on hold based on user activity on their device. The method involves determining the call status, receiving on-hold information from the user’s device, and managing the call based on user activity to determine when to take the call off hold. GlobalData’s report on Avaya gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Avaya, Intelligent contact centers was a key innovation area identified from patents. Avaya's grant share as of January 2024 was 68%. Grant share is based on the ratio of number of grants to total number of patents.
Call management based on user activity during hold period
The patent application (Publication Number: US20240040034A1) describes a method and apparatus for managing calls placed on hold by a system other than the user's endpoint. The method involves receiving on-hold information from the user's endpoint, indicating the user's activity while waiting on hold, and managing the call based on this activity. This includes determining when the call should be taken off hold, pausing the activity when the call is resumed, and presenting information to the user selected based on their activity.
Furthermore, the apparatus described in the patent application includes computer-readable storage media with program instructions that direct the apparatus to perform the method steps. These steps involve determining when a call has been placed on hold, receiving on-hold information from the user's endpoint, and managing the call based on the user's activity. The program instructions also include features such as placing the call in a queue, waiting for a stopping point during the activity to connect the call, suggesting activities based on the amount of time the call will remain on hold, and notifying the user when the call is about to be taken off hold. This innovative system aims to enhance the user experience during call waiting times by providing personalized and interactive features based on the user's activity on their endpoint.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
