US Patent No: 7,620,169

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ALSO PUBLISHED AS: 20030231757
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Importance

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Abstract

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

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First Claim

Related Publications

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2118

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Harkreader, Susan K Arvada, CO 5 56
Uba, Gene Masaru Broomfield, CO 2 15

Cited Art

Patent Info (Count) # Cites Year
 
AVAYA INC. (34)
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5,506,898 Expected wait-time indication arrangement 131 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 99 1995
5,754,639 Method and apparatus for queuing a call to the best split 169 1995
5,757,904 Context-sensitive presentation of information to call-center agents 148 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 108 1996
5,828,747 Call distribution based on agent occupancy 198 1997
5,905,793 Waiting-call selection based on anticipated wait times 181 1997
5,982,873 Waiting-call selection based on objectives 171 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 48 1997
6,088,441 Arrangement for equalizing levels of service among skills 96 1997
6,192,122 Call center agent selection that optimizes call wait times 155 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 230 1998
6,292,550 Dynamic call vectoring 56 1998
6,535,601 Skill-value queuing in a call center 65 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 85 1998
6,064,731 Arrangement for improving retention of call center's customers 93 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 249 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 68 1998
6,366,668 Method of routing calls in an automatic call distribution network 93 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 59 1999
7,035,808 Arrangement for resource and work-item selection 37 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 81 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 58 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 54 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 73 1999
6,771,765 Multimedia queuing in a customer contact or call center 50 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 113 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 37 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 25 2002
6,560,330 Rules-based queuing of calls to call-handling resources 58 2002
7,035,927 Intelligent inbound/outbound communications blending 28 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 33 2002
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7,095,842 Enabling caller controlled hold queue position adjustment 16 2001
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
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5,991,392 Agent-initiated dynamic requeing 56 1997
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ACCENTURE GLOBAL SERVICES LIMITED (10)
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5,839,117 Computerized event-driven routing system and method for use in an order entry system 129 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 128 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 128 1999
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6,463,415 69voice authentication system and method for regulating border crossing 58 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 78 1999
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LUCENT TECHNOLOGIES INC. (8)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 123 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 147 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 179 1997
6,064,730 Customer-self routing call center 143 1997
5,999,963 Move-to-rear list scheduling 83 1997
6,275,812 Intelligent system for dynamic resource management 193 1998
6,563,916 System for transmitting a change in call queued/hold state across a communications network 19 1999
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 49 1999
 
E-TALK CORPORATION (5)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 122 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 70 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 94 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 90 1997
6,215,865 System, method and user interface for data announced call transfer 81 1998
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (5)
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 212 1992
5,309,513 Telephone system with ubiquitous agents 142 1992
5,479,497 Automatic call distributor with programmable window display system and method 80 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 80 1994
5,544,232 Call distributor with automatic preannouncement system and method 67 1995
 
MCI COMMUNICATIONS CORPORATION (5)
5,335,268 Intelligent routing of special service telephone traffic 200 1992
6,044,144 Network call parking manager 96 1997
6,038,293 Method and system for efficiently transferring telephone calls 95 1997
6,490,350 Monitoring system for telephony resources in a call center 68 1997
6,229,819 Advanced intelligent network gateway 54 1997
 
ASPECT SOFTWARE, INC. (4)
4,797,911 Customer account online servicing system 237 1987
5,278,898 System for managing a hold queue 88 1991
5,436,965 Method and system for optimization of telephone contact campaigns 123 1993
5,963,635 Method and apparatus for providing result-oriented customer service 157 1996
 
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 102 1993
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 101 1997
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 127 1998
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 72 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 190 1994
5,530,744 Method and system for dynamic customized call routing 252 1994
 
AVAYA TECHNOLOGY LLC (3)
6,650,748 Multiple call handling in a call center 65 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 56 1999
6,389,132 Multi-tasking, web-based call center 120 1999
 
MICROSOFT CORPORATION (3)
5,748,468 Prioritized co-processor resource manager and method 166 1995
5,897,622 Electronic shopping and merchandising system 539 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 450 1997
 
TERADATA US, INC. (3)
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BELL TELEPHONE LABORATORIES, INCORPORATED (2)
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COOPER T.G.S. L.L.C. (2)
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6,463,148 Blending communications in a call center 52 2000
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 20 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 89 1996
 
INTEL CORPORATION (2)
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INTERVOICE LIMITED PARTNERSHIP (2)
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MICRO DATA BASE SYSTEMS, INC. (2)
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MOSAIX, INC. (2)
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MPL APPLICATIONS, L.L.C. (2)
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ROCKSTAR BIDCO, LP (2)
6,430,282 Methods and apparatus for originating voice calls 102 1996
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ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
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VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
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ALCATEL LUCENT (1)
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AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
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AT&T BELL LABORATORIES (1)
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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)
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ATI TECHNOLOGIES INC. (1)
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AVAYA TECHNOLOGY CORP. (1)
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BELL ATLANTIC NETWORK SERVICES, INC. (1)
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CALLNET COMMUNICATIONS (1)
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CYBER Q ACQUISITIONS, LLC (1)
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DIGITAL SYSTEMS INTERNATIONAL, INC. (1)
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EIS INTERNATIONAL, 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)
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GINN, MICHAEL (1)
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HOME ACCOUNT NETWORK, INC. (1)
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INTERMIND CORPORATION (1)
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NCR CORPORATION (1)
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NIRO, HALLER & NIRO (1)
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PRAGMATUS TELECOM, LLC (1)
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ROCKWELL ELECTRONIC CORP. (1)
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SINGAPORE COMPUTER SYSTEMS LIMITED (1)
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TRIMBLE MRM LTD. (1)
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