Patents by Inventor Niraj Riswadkar

Niraj Riswadkar has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Communication session hold time management in a contact center
    Patent number: 11632465
    Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
    Type: Grant
    Filed: May 7, 2021
    Date of Patent: April 18, 2023
    Assignee: Avaya Inc.
    Inventors: Niraj Riswadkar, Salil Dhawan, Mayura Nene
  • COMMUNICATION SESSION HOLD TIME MANAGEMENT IN A CONTACT CENTER
    Publication number: 20210266404
    Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
    Type: Application
    Filed: May 7, 2021
    Publication date: August 26, 2021
    Inventors: Niraj Riswadkar, Salil Dhawan, Mayura Nene
  • Communication session hold time management in a contact center
    Patent number: 11076045
    Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
    Type: Grant
    Filed: January 16, 2019
    Date of Patent: July 27, 2021
    Assignee: Avaya Inc.
    Inventors: Niraj Riswadkar, Salil Dhawan, Mayura Nene
  • COMMUNICATION SESSION HOLD TIME MANAGEMENT IN A CONTACT CENTER
    Publication number: 20200228655
    Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
    Type: Application
    Filed: January 16, 2019
    Publication date: July 16, 2020
    Inventors: Niraj Riswadkar, Salil Dhawan, Mayura Nene