Automatic on hold communication session state management in a contact center

摘要

A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.