US Patent No: 7,620,169

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ATTORNEY / AGENT: (SPONSORED)

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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all claims..

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2319

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 71
Uba, Gene Masaru Broomfield, CO 3 19

Cited Art Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (34)
5,206,903 Automatic call distribution based on matching required skills with agents skills 399 1990
5,506,898 Expected wait-time indication arrangement 148 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 111 1995
5,754,639 Method and apparatus for queuing a call to the best split 189 1995
5,757,904 Context-sensitive presentation of information to call-center agents 163 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 124 1996
5,828,747 Call distribution based on agent occupancy 214 1997
5,905,793 Waiting-call selection based on anticipated wait times 200 1997
5,982,873 Waiting-call selection based on objectives 191 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 57 1997
6,088,441 Arrangement for equalizing levels of service among skills 106 1997
6,192,122 Call center agent selection that optimizes call wait times 172 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 256 1998
6,292,550 Dynamic call vectoring 64 1998
6,535,601 Skill-value queuing in a call center 78 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 100 1998
6,064,731 Arrangement for improving retention of call center's customers 112 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 283 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 86 1998
6,366,668 Method of routing calls in an automatic call distribution network 110 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 68 1999
7,035,808 Arrangement for resource and work-item selection 44 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 101 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 69 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 64 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 83 1999
6,771,765 Multimedia queuing in a customer contact or call center 58 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 133 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 45 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 34 2002
6,560,330 Rules-based queuing of calls to call-handling resources 72 2002
7,035,927 Intelligent inbound/outbound communications blending 36 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 42 2002
6,707,903 Automated workflow method for assigning work items to resources 60 2003
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
5,642,515 Network server for local and remote resources 240 1992
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5,473,773 Apparatus and method for managing a data processing system workload according to two or more distinct processing goals 152 1994
5,537,542 Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system 144 1994
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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 124 1997
5,974,462 Method and apparatus for controlling the number of servers in a client/server system 92 1997
5,996,013 Method and apparatus for resource allocation with guarantees 166 1997
6,263,359 Computer resource proportional utilization and response time scheduling 96 1997
6,044,355 Skills-based scheduling for telephone call centers 212 1997
6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 93 1998
6,178,441 Method and system in a computer network for the reliable and consistent ordering of client requests 82 1998
6,959,081 Expert hold queue management 20 2001
7,095,842 Enabling caller controlled hold queue position adjustment 22 2001
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7,245,716 Controlling hold queue position adjustment 27 2001
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
5,097,528 System for integrating telephony data with data processing systems 186 1991
5,915,012 System and method for operating a plurality of call centers 109 1997
5,926,538 Method for routing calls to call centers based on statistical modeling of call behavior 98 1997
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5,991,392 Agent-initiated dynamic requeing 70 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 165 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 61 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 198 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 80 1998
5,943,416 Automated survey control routine in a call center environment 131 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 67 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 61 2002
 
ACCENTURE GLOBAL SERVICES LIMITED (10)
5,592,378 Computerized order entry system and method 366 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 154 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 149 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 150 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 89 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 93 1999
6,463,415 69voice authentication system and method for regulating border crossing 69 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 91 1999
6,697,457 Voice messaging system that organizes voice messages based on detected emotion 58 1999
2002/0194,002 Detecting emotions using voice signal analysis 56 2002
 
LUCENT TECHNOLOGIES INC. (7)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 134 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 163 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 206 1997
6,064,730 Customer-self routing call center 164 1997
6,275,812 Intelligent system for dynamic resource management 229 1998
6,563,916 System for transmitting a change in call queued/hold state across a communications network 20 1999
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 58 1999
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (5)
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 230 1992
5,309,513 Telephone system with ubiquitous agents 155 1992
5,479,497 Automatic call distributor with programmable window display system and method 104 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 90 1994
5,544,232 Call distributor with automatic preannouncement system and method 79 1995
 
MCI COMMUNICATIONS CORPORATION (5)
5,335,268 Intelligent routing of special service telephone traffic 215 1992
6,044,144 Network call parking manager 108 1997
6,038,293 Method and system for efficiently transferring telephone calls 109 1997
6,490,350 Monitoring system for telephony resources in a call center 82 1997
6,229,819 Advanced intelligent network gateway 66 1997
 
ASPECT SOFTWARE, INC. (4)
4,797,911 Customer account online servicing system 255 1987
5,278,898 System for managing a hold queue 102 1991
5,436,965 Method and system for optimization of telephone contact campaigns 138 1993
5,963,635 Method and apparatus for providing result-oriented customer service 181 1996
 
E-TALK CORPORATION (4)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 135 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 84 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 110 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 101 1997
 
ASPECT COMMUNICATIONS CORPORATION (3)
5,469,503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system 112 1993
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 129 1997
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 139 1998
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 84 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 206 1994
5,530,744 Method and system for dynamic customized call routing 277 1994
 
AVAYA TECHNOLOGY LLC (3)
6,650,748 Multiple call handling in a call center 83 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 65 1999
6,389,132 Multi-tasking, web-based call center 143 1999
 
MICROSOFT CORPORATION (3)
5,748,468 Prioritized co-processor resource manager and method 195 1995
5,897,622 Electronic shopping and merchandising system 590 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 521 1997
 
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 112 1995
5,754,841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 134 1995
5,794,250 Method and apparatus for extending existing database management system for new data types 104 1997
 
Bell Telephone Laboratories, Incorporated (2)
4,567,323 Method and apparatus for providing a plurality of special services 93 1983
5,001,710 Customer programmable automated integrated voice/data technique for communication systems 237 1989
 
COOPER T.G.S. L.L.C. (2)
5,970,132 Call distributor 66 1997
6,463,148 Blending communications in a call center 66 2000
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 24 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 106 1996
 
INTEL CORPORATION (2)
5,754,776 Re-prioritizing background data transfers in multipoint conferencing 60 1995
5,802,282 Recovering missing data during background data transfer in multipoint conferencing 58 1995
 
InterVoice Limited Partnership (2)
5,155,761 Automatic call back system and method of operation 229 1990
6,978,006 Resource management utilizing quantified resource attributes 27 2000
 
MICRO DATA BASE SYSTEMS, INC. (2)
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MOSAIX, INC. (2)
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6,272,544 Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals 96 1998
 
MPL APPLICATIONS, L.L.C. (2)
5,274,700 Methods of automatically rerouting an incoming telephone call placed over a network 163 1992
5,299,260 Telephone call handling system 296 1993
 
ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
6,449,356 Method of multi-media transaction processing 91 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 55 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 136 1995
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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 91 1999
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
5,164,983 Telemarketing complex performance management system 160 1991
 
AT&T Bell Laboratories (1)
5,291,550 Dynamic network call distributor 168 1993
 
AT&T COMMUNICATIONS, INCORPORATED, 295 NORTH MAPLE AVENUE, BASKING RIDGE, NJ., 07920, A CORP OF NY. (1)
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AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 198 1995
 
ATI TECHNOLOGIES INC. (1)
5,838,968 System and method for dynamic resource management across tasks in real-time operating systems 152 1996
 
AVAYA TECHNOLOGY CORP. (1)
6,766,013 Timely shut-down of a real-time work center 43 2001
 
BELL ATLANTIC NETWORK SERVICES, INC. (1)
5,751,707 AIN interaction through wireless digital video network 182 1995
 
BOCKSTAR TECHNOLOGIES LLC (1)
6,426,950 Method of resource management at computer controlled telephony hardware 55 1998
 
Callnet Communications (1)
6,011,844 Point-of-presence call center management system 148 1999
 
CYBER Q ACQUISITIONS, LLC (1)
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DATATERN, INC. (1)
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FACEBOOK, INC. (1)
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FT. COMM REMOTE LIMITED LIABILITY COMPANY (1)
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GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6,185,292 Skill-based real-time call routing in telephony systems 183 1997
 
GINN, MICHAEL (1)
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GOETEL COMMUNICATIONS CORP. (1)
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Intermind Corporation (1)
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NCR CORPORATION (1)
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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

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