US Patent No: 7,620,169

Number of patents in Portfolio can not be more than 2000

Waiting but not ready

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

can be used to change the state of a contact between the first and second states.

Loading the Abstract Image... loading....

First Claim

See full text

Family

Loading Family data... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2768

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Harkreader, Susan K Arvada , US 4 222
Uba, Gene Masaru Broomfield , US 6 32

Cited Art Landscape

Patent Info (Count) # Cites Year
 
SINGAPORE COMPUTER SYSTEMS LIMITED (1)
5,749,079 End user query facility including a query connectivity driver 103 1995
 
SBC TECHNOLOGY RESOURCES, INC. (1)
6,389,400 System and methods for intelligent routing of customer requests using customer and agent models 216 1999
 
MICRO DATA BASE SYSTEMS, INC. (2)
5,611,076 Multi-model database management system engine for databases having complex data models 142 1994
5,713,014 Multi-model database management system engine for database having complex data models 115 1995
 
PRAGMATUS TELECOM, LLC (1)
5,884,032 System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent 843 1995
 
Ginn; Michael (1)
6,052,723 Method for aggregate control on an electronic network 123 1997
 
VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 158 1999
 
AVAYA INC. (34)
5,206,903 Automatic call distribution based on matching required skills with agents skills 518 1990
5,506,898 Expected wait-time indication arrangement 186 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 139 1995
* 5,754,639 Method and apparatus for queuing a call to the best split 231 1995
5,757,904 Context-sensitive presentation of information to call-center agents 210 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 160 1996
5,828,747 Call distribution based on agent occupancy 247 1997
5,905,793 Waiting-call selection based on anticipated wait times 242 1997
5,982,873 Waiting-call selection based on objectives 227 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 81 1997
6,088,441 Arrangement for equalizing levels of service among skills 126 1997
6,192,122 Call center agent selection that optimizes call wait times 195 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 322 1998
6,292,550 Dynamic call vectoring 79 1998
6,535,601 Skill-value queuing in a call center 119 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 141 1998
6,064,731 Arrangement for improving retention of call center's customers 172 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 361 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 111 1998
6,366,668 Method of routing calls in an automatic call distribution network 137 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 90 1999
7,035,808 Arrangement for resource and work-item selection 59 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 129 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 91 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 79 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 111 1999
* 6,771,765 Multimedia queuing in a customer contact or call center 80 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 196 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 65 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 48 2002
6,560,330 Rules-based queuing of calls to call-handling resources 97 2002
7,035,927 Intelligent inbound/outbound communications blending 50 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 54 2002
6,707,903 Automated workflow method for assigning work items to resources 98 2003
 
AVAYA TECHNOLOGY CORP. (1)
6,766,013 Timely shut-down of a real-time work center 57 2001
 
ASPECT SOFTWARE, INC. (1)
4,797,911 Customer account online servicing system 286 1987
 
KABUSHIKI KAISHA TOSHIBA (1)
5,880,720 Television system for providing interactive television programs and server system for constructing the television system 164 1996
 
BELL TELEPHONE LABORATORIES, INCORPORATED (2)
4,567,323 Method and apparatus for providing a plurality of special services 116 1983
5,001,710 Customer programmable automated integrated voice/data technique for communication systems 262 1989
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
5,642,515 Network server for local and remote resources 280 1992
5,504,894 Workload manager for achieving transaction class response time goals in a multiprocessing system 227 1992
5,473,773 Apparatus and method for managing a data processing system workload according to two or more distinct processing goals 188 1994
5,537,542 Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system 177 1994
5,881,238 System for assignment of work requests by identifying servers in a multisystem complex having a minimum predefined capacity utilization at lowest importance level 181 1997
5,948,065 System for managing processor resources in a multisystem environment in order to provide smooth real-time data streams while enabling other types of applications to be processed concurrently 156 1997
5,974,462 Method and apparatus for controlling the number of servers in a client/server system 109 1997
5,996,013 Method and apparatus for resource allocation with guarantees 195 1997
6,263,359 Computer resource proportional utilization and response time scheduling 130 1997
6,044,355 Skills-based scheduling for telephone call centers 256 1997
6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 116 1998
6,178,441 Method and system in a computer network for the reliable and consistent ordering of client requests 113 1998
* 6,959,081 Expert hold queue management 25 2001
* 7,095,842 Enabling caller controlled hold queue position adjustment 32 2001
* 7,076,051 Promoting caller voice browsing in a hold queue 92 2001
* 7,245,716 Controlling hold queue position adjustment 61 2001
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (13)
5,278,898 System for managing a hold queue 131 1991
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 270 1992
5,309,513 Telephone system with ubiquitous agents 184 1992
5,469,503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system 126 1993
5,436,965 Method and system for optimization of telephone contact campaigns 180 1993
5,479,497 Automatic call distributor with programmable window display system and method 177 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 113 1994
5,544,232 Call distributor with automatic preannouncement system and method 97 1995
5,963,635 Method and apparatus for providing result-oriented customer service 247 1996
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 176 1997
6,449,356 Method of multi-media transaction processing 115 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 69 1998
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 196 1998
 
AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 235 1995
 
LUCENT TECHNOLOGIES INC. (6)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 152 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 194 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 294 1997
6,064,730 Customer-self routing call center 226 1997
6,275,812 Intelligent system for dynamic resource management 272 1998
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 73 1999
 
CISCO TECHNOLOGY, INC. (1)
5,594,726 Frequency agile broadband communications system 251 1994
 
TERADATA US, INC. (3)
5,689,698 Method and apparatus for managing shared data using a data surrogate and obtaining cost parameters from a data dictionary by evaluating a parse tree object 137 1995
5,754,841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 169 1995
5,794,250 Method and apparatus for extending existing database management system for new data types 122 1997
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 28 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 132 1996
 
SOUND VIEW INNOVATIONS, LLC (1)
5,999,963 Move-to-rear list scheduling 109 1997
 
ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 175 1999
 
GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6,185,292 Skill-based real-time call routing in telephony systems 217 1997
 
ACCENTURE GLOBAL SERVICES LIMITED (10)
5,592,378 Computerized order entry system and method 447 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 210 1997
6,151,571 System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters 211 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 216 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 133 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 132 1999
6,463,415 69voice authentication system and method for regulating border crossing 91 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 135 1999
6,697,457 Voice messaging system that organizes voice messages based on detected emotion 80 1999
2002/0194,002 Detecting emotions using voice signal analysis 90 2002
 
DATATERN, INC. (1)
5,937,402 System for enabling access to a relational database from an object oriented program 181 1997
 
ATI TECHNOLOGIES INC. (1)
5,838,968 System and method for dynamic resource management across tasks in real-time operating systems 189 1996
 
FCA Corporation (1)
6,275,991 IR transmitter with integral magnetic-stripe ATM type credit card reader and method therefor 115 1999
 
HOME ACCOUNT NETWORK, INC. (1)
5,875,437 System for the operation and management of one or more financial accounts through the use of a digital communication and computation system for exchange, investment and borrowing 678 1997
 
INTEL CORPORATION (2)
5,754,776 Re-prioritizing background data transfers in multipoint conferencing 75 1995
5,802,282 Recovering missing data during background data transfer in multipoint conferencing 78 1995
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
5,164,983 Telemarketing complex performance management system 186 1991
 
International Telecharge, Inc. (1)
5,210,789 Interactive telephone operator terminal 344 1991
 
VERIZON LABORATORIES INC. (1)
6,115,462 Method and apparatus for efficient call routing 91 1998
 
INTERVOICE LIMITED PARTNERSHIP (2)
5,155,761 Automatic call back system and method of operation 264 1990
* 6,978,006 Resource management utilizing quantified resource attributes 58 2000
 
MOSAIX, INC. (2)
6,226,377 Prioritized transaction server allocation 130 1998
6,272,544 Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals 114 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 175 1995
5,724,092 Videophone interactive mailbox facility system and method of processing information 92 1996
 
NCR CORPORATION (1)
5,930,786 Method and apparatus for providing shared data to a requesting client 138 1995
 
NUANCE COMMUNICATIONS, INC. (1)
* 7,050,568 Hold queue management 16 2001
 
Digital Systems International, Inc. (1)
5,101,425 Operations monitoring system 110 1990
 
INFOR GLOBAL SOLUTIONS (MICHIGAN), INC. (1)
5,752,027 Apparatus and process for creating and accessing a database centric object 119 1994
 
HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (2)
6,259,969 System and method for automatically verifying the performance of a virtual robot 90 1998
6,154,769 Scheduling server requests to decrease response time and increase server throughput 108 1998
 
SET SECURE ELECTRONIC TRANSACTION LLC (1)
5,790,677 System and method for secure electronic commerce transactions 728 1995
 
XEROX CORPORATION (1)
6,560,707 Multimedia coordination system 155 1996
 
HARRAH'S OPERATING COMPANY, INC. (1)
5,974,135 Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions 186 1997
 
Intermind Corporation (1)
6,044,205 Communications system for transferring information between memories according to processes transferred with the information 415 1996
 
AT&T Bell Laboratories (1)
5,291,550 Dynamic network call distributor 199 1993
 
MICROSOFT TECHNOLOGY LICENSING, LLC (3)
5,748,468 Prioritized co-processor resource manager and method 258 1995
5,897,622 Electronic shopping and merchandising system 675 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 620 1997
 
CYBER Q ACQUISITIONS, LLC (1)
5,627,884 Method for returning inbound calls 138 1995
 
EIS INTERNATIONAL, INC. (1)
6,278,777 System for managing agent assignments background of the invention 111 2000
 
Inuentions Inc. (1)
4,894,857 Method and apparatus for customer account servicing 168 1988
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
5,592,542 Call distribution control method and call distribution control system 148 1996
 
GOETEL COMMUNICATIONS CORP. (1)
5,546,452 Communications system using a central controller to control at least one network and agent system 264 1995
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
5,097,528 System for integrating telephony data with data processing systems 209 1991
5,915,012 System and method for operating a plurality of call centers 137 1997
5,926,538 Method for routing calls to call centers based on statistical modeling of call behavior 157 1997
5,940,496 Apparatus and methods enhancing call routing within and between call-centers 118 1997
5,991,392 Agent-initiated dynamic requeing 99 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 231 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 86 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 233 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 111 1998
5,943,416 Automated survey control routine in a call center environment 195 1998
6,449,358 Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center 115 2000
* 6,822,945 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 85 2002
 
MPL APPLICATIONS, L.L.C. (2)
5,274,700 Methods of automatically rerouting an incoming telephone call placed over a network 261 1992
5,299,260 Telephone call handling system 375 1993
 
VERIZON PATENT AND LICENSING INC. (6)
5,335,268 Intelligent routing of special service telephone traffic 244 1992
5,751,707 AIN interaction through wireless digital video network 233 1995
6,044,144 Network call parking manager 138 1997
6,038,293 Method and system for efficiently transferring telephone calls 140 1997
6,490,350 Monitoring system for telephony resources in a call center 109 1997
6,229,819 Advanced intelligent network gateway 85 1997
 
MITEL NETWORKS CORPORATION (1)
5,987,117 Method of dynamic load sharing between systems with automatic telephone call distributors 83 1997
 
ALCATEL LUCENT (1)
6,389,028 Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center 118 1999
 
TELEFONAKTIEBOLAGET L M ERICSSON (PUBL) (1)
5,742,675 Method and apparatus for automatically distributing calls to available logged-in call handling agents 185 1995
 
ALCATEL-LUCENT USA INC. (1)
* 6,563,916 System for transmitting a change in call queued/hold state across a communications network 22 1999
 
COOPER T.G.S. L.L.C. (2)
5,970,132 Call distributor 90 1997
6,463,148 Blending communications in a call center 95 2000
 
UNIFY, INC. (1)
5,825,869 Call management method and system for skill-based routing 584 1996
 
AVAYA TECHNOLOGY LLC (3)
6,650,748 Multiple call handling in a call center 134 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 85 1999
6,389,132 Multi-tasking, web-based call center 223 1999
 
E-TALK CORPORATION (4)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 158 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 102 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 159 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 145 1997
 
TRIMBLE MRM LTD. (1)
5,963,911 Resource allocation 230 1996
 
RPX CLEARINGHOUSE LLC (2)
6,430,282 Methods and apparatus for originating voice calls 165 1996
6,426,950 Method of resource management at computer controlled telephony hardware 69 1998
 
AT&T COMMUNICATIONS, INCORPORATED, 295 NORTH MAPLE AVENUE, BASKING RIDGE, NJ., 07920, A CORP OF NY. (1)
4,737,983 Automatic call distributor telephone service 213 1985
 
TEKNEKRON CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 113 1998
 
FACEBOOK, INC. (1)
5,796,393 System for intergrating an on-line service community with a foreign service 634 1996
 
Callnet Communications (1)
6,011,844 Point-of-presence call center management system 192 1999
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 99 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 246 1994
5,530,744 Method and system for dynamic customized call routing 322 1994
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
LIFELINKS, LLC (2)
* 8,566,081 Method and system providing interpreting and other services from a remote location 0 2005
* 2005/0216,252 Method and system providing interpreting and other services from a remote location 21 2005
* Cited By Examiner

Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
7.5 Year Payment $3600.00 $1800.00 $900.00 May 17, 2017
11.5 Year Payment $7400.00 $3700.00 $1850.00 May 17, 2021
Fee Large entity fee small entity fee micro entity fee
Surcharge - 7.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge after expiration - Late payment is unavoidable $700.00 $350.00 $175.00
Surcharge after expiration - Late payment is unintentional $1,640.00 $820.00 $410.00