US Patent No: 7,620,169

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ALSO PUBLISHED AS: 20030231757

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Importance

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Abstract

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

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2518

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Harkreader, Susan K Arvada, CO 7 107
Uba, Gene Masaru Broomfield, CO 7 29

Cited Art Landscape

Patent Info (Count) # Cites Year
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
5,825,869 Call management method and system for skill-based routing 528 1996
 
SINGAPORE COMPUTER SYSTEMS LIMITED (1)
5,749,079 End user query facility including a query connectivity driver 95 1995
 
SBC TECHNOLOGY RESOURCES, INC. (1)
6,389,400 System and methods for intelligent routing of customer requests using customer and agent models 197 1999
 
MICRO DATA BASE SYSTEMS, INC. (2)
5,611,076 Multi-model database management system engine for databases having complex data models 134 1994
5,713,014 Multi-model database management system engine for database having complex data models 112 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 791 1995
 
GINN, MICHAEL (1)
6,052,723 Method for aggregate control on an electronic network 114 1997
 
VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 138 1999
 
AVAYA INC. (34)
5,206,903 Automatic call distribution based on matching required skills with agents skills 469 1990
5,506,898 Expected wait-time indication arrangement 175 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 131 1995
* 5,754,639 Method and apparatus for queuing a call to the best split 216 1995
5,757,904 Context-sensitive presentation of information to call-center agents 193 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 149 1996
5,828,747 Call distribution based on agent occupancy 237 1997
5,905,793 Waiting-call selection based on anticipated wait times 227 1997
5,982,873 Waiting-call selection based on objectives 216 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 74 1997
6,088,441 Arrangement for equalizing levels of service among skills 124 1997
6,192,122 Call center agent selection that optimizes call wait times 192 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 296 1998
6,292,550 Dynamic call vectoring 78 1998
6,535,601 Skill-value queuing in a call center 103 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 126 1998
6,064,731 Arrangement for improving retention of call center's customers 149 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 334 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 109 1998
6,366,668 Method of routing calls in an automatic call distribution network 130 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 86 1999
7,035,808 Arrangement for resource and work-item selection 56 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 125 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 85 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 78 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 103 1999
* 6,771,765 Multimedia queuing in a customer contact or call center 71 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 175 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 63 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 47 2002
6,560,330 Rules-based queuing of calls to call-handling resources 93 2002
7,035,927 Intelligent inbound/outbound communications blending 48 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 52 2002
6,707,903 Automated workflow method for assigning work items to resources 83 2003
 
AVAYA TECHONOLGY CORP. (1)
6,766,013 Timely shut-down of a real-time work center 56 2001
 
ASPECT SOFTWARE, INC. (1)
4,797,911 Customer account online servicing system 282 1987
 
KABUSHIKI KAISHA TOSHIBA (1)
5,880,720 Television system for providing interactive television programs and server system for constructing the television system 143 1996
 
BELL TELEPHONE LABORATORIES INCORPORATED, 600 MOUNTAIN AVE., MURRAY HILL, NJ 07974-2070 A CORP. OF NY (2)
4,567,323 Method and apparatus for providing a plurality of special services 110 1983
5,001,710 Customer programmable automated integrated voice/data technique for communication systems 255 1989
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
5,642,515 Network server for local and remote resources 270 1992
5,504,894 Workload manager for achieving transaction class response time goals in a multiprocessing system 214 1992
5,473,773 Apparatus and method for managing a data processing system workload according to two or more distinct processing goals 177 1994
5,537,542 Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system 172 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 174 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 149 1997
5,974,462 Method and apparatus for controlling the number of servers in a client/server system 108 1997
5,996,013 Method and apparatus for resource allocation with guarantees 190 1997
6,263,359 Computer resource proportional utilization and response time scheduling 119 1997
6,044,355 Skills-based scheduling for telephone call centers 243 1997
6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 113 1998
6,178,441 Method and system in a computer network for the reliable and consistent ordering of client requests 105 1998
* 6,959,081 Expert hold queue management 21 2001
* 7,095,842 Enabling caller controlled hold queue position adjustment 27 2001
* 7,076,051 Promoting caller voice browsing in a hold queue 88 2001
* 7,245,716 Controlling hold queue position adjustment 45 2001
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS COLLATERAL *AGENT (13)
5,278,898 System for managing a hold queue 123 1991
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 258 1992
5,309,513 Telephone system with ubiquitous agents 176 1992
5,469,503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system 125 1993
5,436,965 Method and system for optimization of telephone contact campaigns 166 1993
5,479,497 Automatic call distributor with programmable window display system and method 145 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 107 1994
5,544,232 Call distributor with automatic preannouncement system and method 94 1995
5,963,635 Method and apparatus for providing result-oriented customer service 224 1996
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 158 1997
6,449,356 Method of multi-media transaction processing 110 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 68 1998
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 174 1998
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
6,154,769 Scheduling server requests to decrease response time and increase server throughput 107 1998
 
AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 223 1995
 
LUCENT TECHNOLOGIES INC. (6)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 148 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 185 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 261 1997
6,064,730 Customer-self routing call center 199 1997
6,275,812 Intelligent system for dynamic resource management 263 1998
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 72 1999
 
CISCO TECHNOLOGY, INC. (1)
5,594,726 Frequency agile broadband communications system 249 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 132 1995
5,754,841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 158 1995
5,794,250 Method and apparatus for extending existing database management system for new data types 119 1997
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 28 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 127 1996
 
SOUND VIEW INNOVATIONS, LLC (1)
5,999,963 Move-to-rear list scheduling 108 1997
 
ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 145 1999
 
GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6,185,292 Skill-based real-time call routing in telephony systems 207 1997
 
ACCENTURE GLOBAL SERVICES LIMITED (10)
5,592,378 Computerized order entry system and method 424 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 194 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 182 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 187 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 111 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 117 1999
6,463,415 69voice authentication system and method for regulating border crossing 86 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 115 1999
6,697,457 Voice messaging system that organizes voice messages based on detected emotion 72 1999
2002/0194,002 Detecting emotions using voice signal analysis 76 2002
 
DATATERN, INC. (1)
5,937,402 System for enabling access to a relational database from an object oriented program 171 1997
 
ATI Technologies Inc. (1)
5,838,968 System and method for dynamic resource management across tasks in real-time operating systems 176 1996
 
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 632 1997
 
INTEL CORPORATION (2)
5,754,776 Re-prioritizing background data transfers in multipoint conferencing 74 1995
5,802,282 Recovering missing data during background data transfer in multipoint conferencing 77 1995
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY A CORPORATION OF NEW YORK (1)
5,164,983 Telemarketing complex performance management system 179 1991
 
International Telecharge, Inc. (1)
5,210,789 Interactive telephone operator terminal 334 1991
 
Verizon Laboratories, Inc. (1)
6,115,462 Method and apparatus for efficient call routing 86 1998
 
InterVoice Limited Partnership (2)
5,155,761 Automatic call back system and method of operation 254 1990
* 6,978,006 Resource management utilizing quantified resource attributes 46 2000
 
MOSAIX, INC. (2)
6,226,377 Prioritized transaction server allocation 127 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 112 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 162 1995
5,724,092 Videophone interactive mailbox facility system and method of processing information 87 1996
 
NCR Corporation (1)
5,930,786 Method and apparatus for providing shared data to a requesting client 134 1995
 
NUANCE COMMUNICATIONS, INC. (1)
* 7,050,568 Hold queue management 16 2001
 
DIGITAL SYSTEMS INTERNATIONAL, INC. (1)
5,101,425 Operations monitoring system 108 1990
 
INFOR GLOBAL SOLUTIONS (CHICAGO), INC. (1)
5,752,027 Apparatus and process for creating and accessing a database centric object 118 1994
 
SET SECURE ELECTRONIC TRANSACTION LLC, A CORP. OF DELAWARE (1)
5,790,677 System and method for secure electronic commerce transactions 683 1995
 
XEROX CORPORATION (1)
6,560,707 Multimedia coordination system 146 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 166 1997
 
Intermind Corporation (1)
6,044,205 Communications system for transferring information between memories according to processes transferred with the information 383 1996
 
VERITY, INC. (1)
6,259,969 System and method for automatically verifying the performance of a virtual robot 86 1998
 
AT&T Bell Laboratories (1)
5,291,550 Dynamic network call distributor 188 1993
 
FT. COMM REMOTE LIMITED LIABILITY COMPANY (1)
6,275,991 IR transmitter with integral magnetic-stripe ATM type credit card reader and method therefor 102 1999
 
MICROSOFT TECHNOLOGY LICENSING, LLC (3)
5,748,468 Prioritized co-processor resource manager and method 229 1995
5,897,622 Electronic shopping and merchandising system 645 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 589 1997
 
CYBER Q ACQUISITIONS, LLC (1)
5,627,884 Method for returning inbound calls 122 1995
 
EIS INTERNATIONAL, INC. (1)
6,278,777 System for managing agent assignments background of the invention 105 2000
 
Inuentions Inc. (1)
4,894,857 Method and apparatus for customer account servicing 162 1988
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
5,592,542 Call distribution control method and call distribution control system 140 1996
 
GOETEL COMMUNICATIONS CORP. (1)
5,546,452 Communications system using a central controller to control at least one network and agent system 252 1995
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
5,097,528 System for integrating telephony data with data processing systems 206 1991
5,915,012 System and method for operating a plurality of call centers 128 1997
5,926,538 Method for routing calls to call centers based on statistical modeling of call behavior 135 1997
5,940,496 Apparatus and methods enhancing call routing within and between call-centers 108 1997
5,991,392 Agent-initiated dynamic requeing 91 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 210 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 79 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 222 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 100 1998
5,943,416 Automated survey control routine in a call center environment 168 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 97 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 79 2002
 
MPL APPLICATIONS, L.L.C. (2)
5,274,700 Methods of automatically rerouting an incoming telephone call placed over a network 210 1992
5,299,260 Telephone call handling system 345 1993
 
VERIZON PATENT AND LICENSING INC. (6)
5,335,268 Intelligent routing of special service telephone traffic 236 1992
5,751,707 AIN interaction through wireless digital video network 217 1995
6,044,144 Network call parking manager 130 1997
6,038,293 Method and system for efficiently transferring telephone calls 129 1997
6,490,350 Monitoring system for telephony resources in a call center 101 1997
6,229,819 Advanced intelligent network gateway 83 1997
 
MITEL NETWORKS CORPORATION (1)
5,987,117 Method of dynamic load sharing between systems with automatic telephone call distributors 76 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 110 1999
 
TELEFONAKTIEBOLAGET L M ERICSSON (PUBL) (1)
5,742,675 Method and apparatus for automatically distributing calls to available logged-in call handling agents 174 1995
 
ALCATEL-LUCENT USA INC. (1)
* 6,563,916 System for transmitting a change in call queued/hold state across a communications network 21 1999
 
COOPER T.G.S. L.L.C. (2)
5,970,132 Call distributor 86 1997
6,463,148 Blending communications in a call center 87 2000
 
AVAYA TECHNOLOGY LLC (3)
6,650,748 Multiple call handling in a call center 114 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 82 1999
6,389,132 Multi-tasking, web-based call center 198 1999
 
E-TALK CORPORATION (4)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 150 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 101 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 138 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 129 1997
 
TRIMBLE MRM LTD. (1)
5,963,911 Resource allocation 222 1996
 
RPX CLEARINGHOUSE LLC (2)
6,430,282 Methods and apparatus for originating voice calls 144 1996
6,426,950 Method of resource management at computer controlled telephony hardware 68 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 206 1985
 
TEKNEKRON CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 109 1998
 
FACEBOOK, INC. (1)
5,796,393 System for intergrating an on-line service community with a foreign service 586 1996
 
Callnet Communications (1)
6,011,844 Point-of-presence call center management system 177 1999
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 98 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 231 1994
5,530,744 Method and system for dynamic customized call routing 306 1994
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
LIFELINKS, LLC (1)
* 8,566,081 Method and system providing interpreting and other services from a remote location 0 2005
* Cited By Examiner

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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
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Surcharge - 7.5 year - Late payment within 6 months $160.00 $80.00 $40.00
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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