Patent ID: 8964958
Filing Date: 2015-02-24
Classification: H04L

Abstract:
1. A communication method, comprising: receiving a contact in a contact center; identifying a task to be performed in connection with servicing the contact; transferring by the processor in a contact center server to a mixer hosting a telephony conference the contact to a conference associated with the identified task; assigning the contact to a first node from a plurality of nodes subscribing to the conference associated with the identified task; and assigning a bot to the conference to perform one or more of the following functions: (i) monitor real-time conference activity between the conference participants; (ii) determine a real-time state of the conference; (iii) upload software on nodes connected to the conference; (iv) route work items received at the conference; (v) reassign work items; and (vi) report conference activity to a managing node.