US Patent No: 7,620,169

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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, NJ2394

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 86
Uba, Gene Masaru Broomfield, CO 3 23

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 423 1990
5,506,898 Expected wait-time indication arrangement 154 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 116 1995
5,754,639 Method and apparatus for queuing a call to the best split 197 1995
5,757,904 Context-sensitive presentation of information to call-center agents 171 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 130 1996
5,828,747 Call distribution based on agent occupancy 221 1997
5,905,793 Waiting-call selection based on anticipated wait times 209 1997
5,982,873 Waiting-call selection based on objectives 198 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 61 1997
6,088,441 Arrangement for equalizing levels of service among skills 113 1997
6,192,122 Call center agent selection that optimizes call wait times 181 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 267 1998
6,292,550 Dynamic call vectoring 69 1998
6,535,601 Skill-value queuing in a call center 85 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 108 1998
6,064,731 Arrangement for improving retention of call center's customers 128 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 301 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 91 1998
6,366,668 Method of routing calls in an automatic call distribution network 117 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 74 1999
7,035,808 Arrangement for resource and work-item selection 48 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 107 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 74 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 68 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 88 1999
6,771,765 Multimedia queuing in a customer contact or call center 62 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 145 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 52 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 37 2002
6,560,330 Rules-based queuing of calls to call-handling resources 78 2002
7,035,927 Intelligent inbound/outbound communications blending 39 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 45 2002
6,707,903 Automated workflow method for assigning work items to resources 67 2003
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
5,642,515 Network server for local and remote resources 248 1992
5,504,894 Workload manager for achieving transaction class response time goals in a multiprocessing system 195 1992
5,473,773 Apparatus and method for managing a data processing system workload according to two or more distinct processing goals 159 1994
5,537,542 Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system 154 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 161 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 130 1997
5,974,462 Method and apparatus for controlling the number of servers in a client/server system 96 1997
5,996,013 Method and apparatus for resource allocation with guarantees 173 1997
6,263,359 Computer resource proportional utilization and response time scheduling 101 1997
6,044,355 Skills-based scheduling for telephone call centers 222 1997
6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 99 1998
6,178,441 Method and system in a computer network for the reliable and consistent ordering of client requests 91 1998
6,959,081 Expert hold queue management 20 2001
7,095,842 Enabling caller controlled hold queue position adjustment 23 2001
7,076,051 Promoting caller voice browsing in a hold queue 76 2001
7,245,716 Controlling hold queue position adjustment 36 2001
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
5,097,528 System for integrating telephony data with data processing systems 191 1991
5,915,012 System and method for operating a plurality of call centers 113 1997
5,926,538 Method for routing calls to call centers based on statistical modeling of call behavior 112 1997
5,940,496 Apparatus and methods enhancing call routing within and between call-centers 88 1997
5,991,392 Agent-initiated dynamic requeing 74 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 180 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 65 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 204 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 84 1998
5,943,416 Automated survey control routine in a call center environment 140 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 74 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 65 2002
 
ACCENTURE GLOBAL SERVICES LIMITED (10)
5,592,378 Computerized order entry system and method 389 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 169 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 160 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 164 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 97 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 100 1999
6,463,415 69voice authentication system and method for regulating border crossing 73 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 98 1999
6,697,457 Voice messaging system that organizes voice messages based on detected emotion 61 1999
2002/0194,002 Detecting emotions using voice signal analysis 62 2002
 
LUCENT TECHNOLOGIES INC. (6)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 138 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 169 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 222 1997
6,064,730 Customer-self routing call center 170 1997
6,275,812 Intelligent system for dynamic resource management 243 1998
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 63 1999
 
VERIZON PATENT AND LICENSING INC. (6)
5,335,268 Intelligent routing of special service telephone traffic 223 1992
5,751,707 AIN interaction through wireless digital video network 195 1995
6,044,144 Network call parking manager 114 1997
6,038,293 Method and system for efficiently transferring telephone calls 114 1997
6,490,350 Monitoring system for telephony resources in a call center 86 1997
6,229,819 Advanced intelligent network gateway 73 1997
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (5)
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 239 1992
5,309,513 Telephone system with ubiquitous agents 161 1992
5,479,497 Automatic call distributor with programmable window display system and method 116 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 94 1994
5,544,232 Call distributor with automatic preannouncement system and method 83 1995
 
ASPECT SOFTWARE, INC. (4)
4,797,911 Customer account online servicing system 262 1987
5,278,898 System for managing a hold queue 107 1991
5,436,965 Method and system for optimization of telephone contact campaigns 146 1993
5,963,635 Method and apparatus for providing result-oriented customer service 191 1996
 
E-TALK CORPORATION (4)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 141 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 91 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 119 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 110 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 116 1993
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 142 1997
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 145 1998
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 88 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 213 1994
5,530,744 Method and system for dynamic customized call routing 284 1994
 
AVAYA TECHNOLOGY LLC (3)
6,650,748 Multiple call handling in a call center 89 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 71 1999
6,389,132 Multi-tasking, web-based call center 163 1999
 
MICROSOFT CORPORATION (3)
5,748,468 Prioritized co-processor resource manager and method 205 1995
5,897,622 Electronic shopping and merchandising system 610 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 543 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 116 1995
5,754,841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 138 1995
5,794,250 Method and apparatus for extending existing database management system for new data types 109 1997
 
Bell Telephone Laboratories, Incorporated (2)
4,567,323 Method and apparatus for providing a plurality of special services 97 1983
5,001,710 Customer programmable automated integrated voice/data technique for communication systems 241 1989
 
COOPER T.G.S. L.L.C. (2)
5,970,132 Call distributor 70 1997
6,463,148 Blending communications in a call center 70 2000
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 24 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 114 1996
 
INTEL CORPORATION (2)
5,754,776 Re-prioritizing background data transfers in multipoint conferencing 65 1995
5,802,282 Recovering missing data during background data transfer in multipoint conferencing 62 1995
 
InterVoice Limited Partnership (2)
5,155,761 Automatic call back system and method of operation 234 1990
6,978,006 Resource management utilizing quantified resource attributes 36 2000
 
MICRO DATA BASE SYSTEMS, INC. (2)
5,611,076 Multi-model database management system engine for databases having complex data models 117 1994
5,713,014 Multi-model database management system engine for database having complex data models 101 1995
 
MOSAIX, INC. (2)
6,226,377 Prioritized transaction server allocation 116 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 102 1998
 
MPL APPLICATIONS, L.L.C. (2)
5,274,700 Methods of automatically rerouting an incoming telephone call placed over a network 182 1992
5,299,260 Telephone call handling system 312 1993
 
ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
6,449,356 Method of multi-media transaction processing 95 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 59 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 143 1995
5,724,092 Videophone interactive mailbox facility system and method of processing information 75 1996
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
5,592,542 Call distribution control method and call distribution control system 123 1996
 
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 95 1999
 
ALCATEL-LUCENT USA INC. (1)
6,563,916 System for transmitting a change in call queued/hold state across a communications network 21 1999
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
5,164,983 Telemarketing complex performance management system 165 1991
 
AT&T Bell Laboratories (1)
5,291,550 Dynamic network call distributor 173 1993
 
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 191 1985
 
AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 204 1995
 
ATI TECHNOLOGIES INC. (1)
5,838,968 System and method for dynamic resource management across tasks in real-time operating systems 159 1996
 
AVAYA TECHNOLOGY CORP. (1)
6,766,013 Timely shut-down of a real-time work center 47 2001
 
BOCKSTAR TECHNOLOGIES LLC (1)
6,426,950 Method of resource management at computer controlled telephony hardware 59 1998
 
Callnet Communications (1)
6,011,844 Point-of-presence call center management system 155 1999
 
CYBER Q ACQUISITIONS, LLC (1)
5,627,884 Method for returning inbound calls 101 1995
 
DATATERN, INC. (1)
5,937,402 System for enabling access to a relational database from an object oriented program 155 1997
 
DIGITAL SYSTEMS INTERNATIONAL, INC. (1)
5,101,425 Operations monitoring system 99 1990
 
EIS INTERNATIONAL, INC. (1)
6,278,777 System for managing agent assignments background of the invention 91 2000
 
FACEBOOK, INC. (1)
5,796,393 System for intergrating an on-line service community with a foreign service 528 1996
 
FT. COMM REMOTE LIMITED LIABILITY COMPANY (1)
6,275,991 IR transmitter with integral magnetic-stripe ATM type credit card reader and method therefor 92 1999
 
GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6,185,292 Skill-based real-time call routing in telephony systems 188 1997
 
GINN, MICHAEL (1)
6,052,723 Method for aggregate control on an electronic network 99 1997
 
GOETEL COMMUNICATIONS CORP. (1)
5,546,452 Communications system using a central controller to control at least one network and agent system 229 1995
 
HARRAH'S OPERATING COMPANY, INC. (1)
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HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
6,154,769 Scheduling server requests to decrease response time and increase server throughput 98 1998
 
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 594 1997
 
INFOR GLOBAL SOLUTIONS (CHICAGO), INC. (1)
5,752,027 Apparatus and process for creating and accessing a database centric object 108 1994
 
Intermind Corporation (1)
6,044,205 Communications system for transferring information between memories according to processes transferred with the information 341 1996
 
International Telecharge, Inc. (1)
5,210,789 Interactive telephone operator terminal 312 1991
 
Inuentions Inc. (1)
4,894,857 Method and apparatus for customer account servicing 147 1988
 
KABUSHIKI KAISHA TOSHIBA (1)
5,880,720 Television system for providing interactive television programs and server system for constructing the television system 118 1996
 
MITEL NETWORKS CORPORATION (1)
5,987,117 Method of dynamic load sharing between systems with automatic telephone call distributors 62 1997
 
NCR CORPORATION (1)
5,930,786 Method and apparatus for providing shared data to a requesting client 115 1995
 
NUANCE COMMUNICATIONS, INC. (1)
7,050,568 Hold queue management 15 2001
 
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 731 1995
 
ROCKSTAR CONSORTIUM US LP (1)
6,430,282 Methods and apparatus for originating voice calls 118 1996
 
ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 112 1999
 
SBC TECHNOLOGY RESOURCES, INC. (1)
6,389,400 System and methods for intelligent routing of customer requests using customer and agent models 173 1999
 
SCIENTIFIC-ATLANTA, INC. (1)
5,594,726 Frequency agile broadband communications system 229 1994
 
SET SECURE ELECTRONIC TRANSACTION LLC, A CORP. OF DELAWARE (1)
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SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
5,825,869 Call management method and system for skill-based routing 473 1996
 
SINGAPORE COMPUTER SYSTEMS LIMITED (1)
5,749,079 End user query facility including a query connectivity driver 85 1995
 
SOUND VIEW INNOVATIONS, LLC (1)
5,999,963 Move-to-rear list scheduling 99 1997
 
TEKNEKRON CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 97 1998
 
TELEFONAKTIEBOLAGET LM ERICSSON (PUBL) (1)
5,742,675 Method and apparatus for automatically distributing calls to available logged-in call handling agents 154 1995
 
TRIMBLE MRM LTD. (1)
5,963,911 Resource allocation 206 1996
 
VERITY, INC. (1)
6,259,969 System and method for automatically verifying the performance of a virtual robot 75 1998
 
VERIZON LABORATORIES INC. (1)
6,115,462 Method and apparatus for efficient call routing 75 1998
 
VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 115 1999
 
XEROX CORPORATION (1)
6,560,707 Multimedia coordination system 131 1996

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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