System and method for presenting queue lengths of various media used by service centers

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 7212625
SERIAL NO

10032027

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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There is provided, in a first form, a system and method for the holistic presentation of multiple media queue depths, which allows the customer to decide what media channel they want to use to make a call based on resource availability across multiple media. Further, this embodiment allows the call center to 'cost' media channel services based on their business rules, salaries, calculated return on relationship, cost of different services, etc.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2821

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Lekhter, Jerry Forrest Hills, NY 1 37
McKenna, Kenneth Stony Brook, NY 1 37

Cited Art Landscape

Patent Info (Count) # Cites Year
 
VERIZON PATENT AND LICENSING INC. (1)
* 6490350 Monitoring system for telephony resources in a call center 118 1997
 
Helpcaster Technologies Inc. (1)
* 6801619 Device and system to facilitate remote customer-service 13 2000
 
ORACLE INTERNATIONAL CORPORATION (1)
* 6493695 Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types 72 1999
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (3)
* 6449356 Method of multi-media transaction processing 117 1998
* 6813636 Method and apparatus for routing a transaction within a network environment 19 1999
* 7046789 TracM-task and resource automation for call center management 23 1999
 
LUCENT TECHNOLOGIES INC. (1)
* 6498845 System for connecting calls on physically distinct servers on an advanced intelligent network 9 1999
 
AVAYA INC. (2)
* 5903877 Transaction center for processing customer transaction requests from alternative media sources 174 1996
* 6754333 Wait time prediction arrangement for non-real-time customer contacts 65 2000
 
ALCATEL LUCENT (1)
* 6389028 Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center 123 1999
 
UNIFY, INC. (1)
* 6327364 Reducing resource consumption by ACD systems 45 1998
 
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIP (1)
* 6487291 Method and apparatus for valve-based queuing of telephone calls 23 2000
 
BELL TELEPHONE LABORATORIES, INCORPORATED (1)
* 4788715 Announcing waiting times in queuing systems 187 1986
 
Teltrust, Inc. (1)
* 5559878 Telephonic communications answering and callback processing system 87 1994
 
AT&T CORP. (1)
* 6738473 Call queuing 62 2001
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (1)
* 2008/0172,471 Systems and Methods for Screening Chat Requests 2 2008
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (4)
* 7373309 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 16 2002
* 2002/0143,592 Reception management system and method of handling transactions 6 2002
* 8676625 Customer terminal for conducting a video conference between the customer terminal and an operator terminal and in which an estimated wait time is determined based on operator skill and an average dealing time 1 2012
* 2013/0003,959 RECEPTION MANAGEMENT SYSTEM AND METHOD OF HANDLING TRANSACTIONS 33 2012
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (1)
* 2006/0133,596 Centrex replacement ACD 0 2004
 
CISCO TECHNOLOGY, INC. (1)
* 2009/0261,157 CUSTOMER SERVICE CENTER BASED ON TAGS 22 2008
 
AVAYA INC. (36)
7415417 Presence awareness agent 26 2002
* 2004/0120,316 Routing of web-based contacts 12 2002
8094804 Method and apparatus for assessing the status of work waiting for service 5 2003
8000989 Using true value in routing work items to resources 57 2004
* 7734032 Contact center and method for tracking and acting on one and done customer contacts 65 2004
* 7688963 Apparatus and method for processing call disconnects 2 2004
7953859 Data model of participation in multi-channel and multi-party contacts 19 2004
8738412 Method and apparatus for supporting individualized selection rules for resource allocation 2 2004
* 2006/0015,388 Method and apparatus for supporting individualized selection rules for resource allocation 62 2004
7711104 Multi-tasking tracking agent 29 2004
8234141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 4 2005
7949121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 12 2005
7567653 Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources 23 2005
7809127 Method for discovering problem agent behaviors 2 2005
7779042 Deferred control of surrogate key generation in a distributed processing architecture 7 2005
7822587 Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 5 2005
7787609 Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills 49 2005
7752230 Data extensibility using external database tables 4 2005
8737173 Date and time dimensions for contact center reporting in arbitrary international time zones 2 2006
7936867 Multi-service request within a contact center 86 2006
8391463 Method and apparatus for identifying related contacts 4 2006
8938063 Contact center service monitoring and correcting 4 2006
8811597 Contact center performance prediction 4 2006
8504534 Database structures and administration techniques for generalized localization of database items 0 2007
9025761 Method and apparatus for assessing the status of work waiting for service 0 2008
8891747 Method and apparatus for assessing the status of work waiting for service 0 2008
8751274 Method and apparatus for assessing the status of work waiting for service 1 2008
* 2008/0275,766 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
* 2008/0275,752 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
8856182 Report database dependency tracing through business intelligence metadata 1 2008
8731177 Data model of participation in multi-channel and multi-party contacts 2 2008
* 8934477 Routing of web-based contacts 0 2009
* 2009/0210,524 ROUTING OF WEB-BASED CONTACTS 7 2009
8565386 Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints 0 2009
9516069 Packet headers as a trigger for automatic activation of special-purpose softphone applications 0 2009
8578396 Deferred control of surrogate key generation in a distributed processing architecture 0 2010
 
FUJITSU LIMITED (2)
* 9026988 Code conversion method, apparatus, storage medium and request remaining time response method 0 2012
* 2012/0260,231 CODE CONVERSION METHOD, APPARATUS, STORAGE MEDIUM AND REQUEST REMAINING TIME RESPONSE METHOD 1 2012
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (3)
9591137 System and method for providing contact center services in a hybrid operations environment 0 2013
9559939 System and method for handling resource failure in a hybrid contact center operations environment 0 2013
* 2014/0277,598 SYSTEM AND METHOD FOR TRANSMITTING SIGNALING AND MEDIA FROM A HYBRID CONTACT CENTER OPERATIONS ENVIRONMENT 2 2013
 
AT&T INTELLECTUAL PROPERTY II, L.P. (1)
* 8675857 Method and apparatus for enabling customized and selectable network announcements 1 2004
* Cited By Examiner

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