Systems and methods for coordinating an impromptu voice meeting in an automated call distribution system

1. A method for coordinating an impromptu voice meeting in an automated call distribution (ACD) system, comprising:

receiving, by a processor, a request to initiate the impromptu voice meeting among a team of agent devices;

validating, by the processor, the request to initiate the impromptu voice meeting;

generating, by the processor, a meeting contact identifier, the meeting contact identifier having a current state at the time of generating and a next state that follows the current state;

commencing, by the processor, the impromptu voice meeting between an initiator of the request and each of the agent devices that is available;

linking, by the processor, a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier;

setting by the processor, a respective state of each unavailable agent device among the team of agent devices to the next state of the meeting contact identifier;

and

while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable device to the impromptu voice meeting as it becomes available.

2. The method as in claim 1 , wherein the request is sent based on an interaction with a user interface of a supervisor device initiating the request.

3. The method as in claim 1 , wherein the request comprises a security token and a team identifier.

4. The method as in claim 3 , wherein validating the request comprises:

authenticating, by the processor, the security token of the requestor;

confirming, by the processor, that the requestor has sufficient permission to initiate the impromptu voice meeting; and

verifying, by the processor, that the team identifier exists and is active.

5. The method as in claim 1 , wherein commencing the impromptu voice meeting comprising:

invoking, by the processor, a call from a media provider to the initiator of the request

and to each of the available agent devices.

6. The method as in claim 1 , further comprising:

activating, by the processor, a flag identifier for each team member upon validation of the request, wherein the flag identifier indicates that a meeting has been initiated; and

deactivating, by the processor, the flag identifier for all team members when the meeting has been terminated.

7. The method as in claim 1 , wherein adding, by the processor, each respective unavailable device to the impromptu voice meeting as it becomes available comprises:

invoking, by the processor, a call from the media provider to each respective previously unavailable device as it becomes available; and

linking, by the processor, a respective state of each respective previously unavailable device to the meeting contact identifier.

8. A system for coordinating an impromptu voice meeting in an automated call distribution (ACD) system, comprising:

a server having a processor and memory; and

one or more code sets stored in the memory and executing in the processor which, when executed, configure the processor to:

receive a request to initiate the impromptu voice meeting among a team of agent devices;

validate the request to initiate the impromptu voice meeting;

generate a meeting contact identifier, the meeting contact identifier having a current state at the time of generating and a next state that follows the current state;

commence the impromptu voice meeting between an initiator of the request and each of the agent devices that is available;

link a respective state of the initiator of the request and each available agent device among the team of agent devices, to the meeting contact identifier;

set a respective state of each unavailable agent device among the team of agent devices to the next state of the meeting contact identifier;

and

while the impromptu voice meeting is active, add each respective previously unavailable device to the impromptu voice meeting as it becomes available.

9. The system as in claim 8 , wherein the request is sent based on an interaction with a user interface of a supervisor device initiating the request.

10. The system as in claim 8 , wherein the request comprises a security token and a team identifier.

11. The system as in claim 10 , wherein, when validating the request, the processor is further configured to:

authenticate the security token of the requestor;

confirm that the requestor has sufficient permission to initiate the impromptu voice meeting; and

verify that the team identifier exists and is active.

12. The system as in claim 8 , wherein, when commencing the impromptu voice meeting, the processor is further configured to:

Invoke a call from a media provider to the initiator of the request and to each of the available agent devices.

13. The system as in claim 8 , further configured to:

activate a flag identifier for each team member upon validation of the request, wherein the flag identifier indicates that a meeting has been initiated; and

deactivate the flag identifier for all team members when the meeting has been terminated.

14. The system as in claim 8 , wherein, when adding each respective unavailable device to the impromptu voice meeting as it becomes available, the processor is further configured to:

invoke a call from the media provider to each respective previously unavailable device as it becomes available; and

link a respective state of each respective previously unavailable device to the meeting contact identifier.

15. A method for coordinating an impromptu voice meeting in an automated call distribution (ACD) system, comprising:

receiving, by a processor, a request to initiate the impromptu voice meeting among a group of user devices;

validating, by the processor, the request to initiate the impromptu voice meeting;

generating, by the processor, a meeting contact identifier, the meeting contact identifier having a current state at the time of generating and a next state that follows the current state;

commencing, by the processor, the impromptu voice meeting between an initiator of the request and each of the user devices that is available;

linking, by the processor, a respective state of the initiator of the request and each available user device among the group of user devices, to the meeting contact identifier;

setting by the processor, a respective state of each unavailable user device among the group of user devices to the next state of the meeting contact identifier;

and

while the impromptu voice meeting is active, adding, by the processor, each respective previously unavailable user device to the impromptu voice meeting as it becomes available.

16. The method as in claim 15 , wherein the request is sent based on an interaction with a user interface of a supervisor device initiating the request.

17. The method as in claim 15 , wherein the request comprises a security token and a group identifier.

18. The method as in claim 17 , wherein validating the request comprises:

authenticating, by the processor, the security token of the requestor;

confirming, by the processor, that the requestor has sufficient permission to initiate the impromptu voice meeting; and

verifying, by the processor, that the group identifier exists and is active.

19. The method as in claim 15 , wherein commencing the impromptu voice meeting comprising:

invoking, by the processor, a call from a media provider to the initiator of the request and to each of the available user devices.

20. The method as in claim 15 , further comprising:

activating, by the processor, a flag identifier for each group member upon validation of the request, wherein the flag identifier indicates that a meeting has been initiated; and

deactivating, by the processor, the flag identifier for all group members when the meeting has been terminated.

21. The method as in claim 15 , wherein adding, by the processor, each respective unavailable device to the impromptu voice meeting as it becomes available comprises:

invoking, by the processor, a call from the media provider to each respective previously unavailable user device as it becomes available; and

linking, by the processor, a respective state of each respective previously unavailable user device to the meeting contact identifier.