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United States of America Patent

PATENT NO 7620169
APP PUB NO 20030231757A1
SERIAL NO

10174278

Stats

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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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2792

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Harkreader, Susan K Arvada , US 4 260
Uba, Gene Masaru Broomfield , US 6 40

Cited Art Landscape

Patent Info (Count) # Cites Year
 
SINGAPORE COMPUTER SYSTEMS LIMITED (1)
5749079 End user query facility including a query connectivity driver 104 1995
 
SBC TECHNOLOGY RESOURCES, INC. (1)
6389400 System and methods for intelligent routing of customer requests using customer and agent models 226 1999
 
MICRO DATA BASE SYSTEMS, INC. (2)
5611076 Multi-model database management system engine for databases having complex data models 145 1994
5713014 Multi-model database management system engine for database having complex data models 115 1995
 
Pragmatus Telecom, LLC (1)
5884032 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 874 1995
 
GINN, MICHAEL (1)
6052723 Method for aggregate control on an electronic network 133 1997
 
ViRexx Medical Corporation (1)
6434230 Rules-based queuing of calls to call-handling resources 175 1999
 
Infor Global Solutions (Michigan), Inc. (1)
5752027 Apparatus and process for creating and accessing a database centric object 119 1994
 
AVAYA INC. (34)
5206903 Automatic call distribution based on matching required skills with agents skills 563 1990
5506898 Expected wait-time indication arrangement 198 1994
5740238 Method and apparatus for queuing a call to the best backup split 153 1995
* 5754639 Method and apparatus for queuing a call to the best split 245 1995
5757904 Context-sensitive presentation of information to call-center agents 227 1996
5903877 Transaction center for processing customer transaction requests from alternative media sources 173 1996
5828747 Call distribution based on agent occupancy 261 1997
5905793 Waiting-call selection based on anticipated wait times 257 1997
5982873 Waiting-call selection based on objectives 242 1997
6049547 Lookahead interflow of traffic among a plurality of serving sites of one customer 90 1997
6088441 Arrangement for equalizing levels of service among skills 129 1997
6192122 Call center agent selection that optimizes call wait times 202 1998
6173053 Optimizing call-center performance by using predictive data to distribute calls among agents 346 1998
6292550 Dynamic call vectoring 82 1998
6535601 Skill-value queuing in a call center 139 1998
6295353 Arrangement for efficiently updating status information of a network call-routing system 157 1998
6064731 Arrangement for improving retention of call center's customers 189 1998
6163607 Optimizing call-center performance by using predictive data to distribute agents among calls 395 1998
6356632 Call selection and agent selection in a call center based on agent staffing schedule 117 1998
6366668 Method of routing calls in an automatic call distribution network 141 1999
6463346 Workflow-scheduling optimization driven by target completion time 95 1999
7035808 Arrangement for resource and work-item selection 61 1999
6535600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 131 1999
6563920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 98 1999
6614903 Methods and apparatus for service state-based processing of communications in a call center 79 1999
6240417 Integration of legacy database management systems with ODBC-compliant application programs 114 1999
* 6771765 Multimedia queuing in a customer contact or call center 93 1999
6453038 System for integrating agent database access skills in call center agent assignment applications 210 2000
6754333 Wait time prediction arrangement for non-real-time customer contacts 65 2000
6947543 Computer-telephony integration that uses features of an automatic call distribution system 48 2002
6560330 Rules-based queuing of calls to call-handling resources 104 2002
7035927 Intelligent inbound/outbound communications blending 55 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 55 2002
6707903 Automated workflow method for assigning work items to resources 109 2003
 
AVAYA TECHNOLOGY CORP. (1)
6766013 Timely shut-down of a real-time work center 57 2001
 
Aspect Software, Inc. (1)
4797911 Customer account online servicing system 295 1987
 
KABUSHIKI KAISHA TOSHIBA (1)
5880720 Television system for providing interactive television programs and server system for constructing the television system 168 1996
 
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4567323 Method and apparatus for providing a plurality of special services 124 1983
5001710 Customer programmable automated integrated voice/data technique for communication systems 270 1989
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
5642515 Network server for local and remote resources 289 1992
5504894 Workload manager for achieving transaction class response time goals in a multiprocessing system 230 1992
5473773 Apparatus and method for managing a data processing system workload according to two or more distinct processing goals 189 1994
5537542 Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system 181 1994
5881238 System for assignment of work requests by identifying servers in a multisystem complex having a minimum predefined capacity utilization at lowest importance level 182 1997
5948065 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 161 1997
5974462 Method and apparatus for controlling the number of servers in a client/server system 109 1997
5996013 Method and apparatus for resource allocation with guarantees 198 1997
6263359 Computer resource proportional utilization and response time scheduling 140 1997
6044355 Skills-based scheduling for telephone call centers 262 1997
6230183 Method and apparatus for controlling the number of servers in a multisystem cluster 120 1998
6178441 Method and system in a computer network for the reliable and consistent ordering of client requests 116 1998
* 6959081 Expert hold queue management 28 2001
* 7095842 Enabling caller controlled hold queue position adjustment 33 2001
* 7076051 Promoting caller voice browsing in a hold queue 96 2001
* 7245716 Controlling hold queue position adjustment 74 2001
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (13)
5278898 System for managing a hold queue 141 1991
5335269 Two dimensional routing apparatus in an automatic call director-type system 281 1992
5309513 Telephone system with ubiquitous agents 187 1992
5469503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system 126 1993
5436965 Method and system for optimization of telephone contact campaigns 196 1993
5479497 Automatic call distributor with programmable window display system and method 183 1994
5469504 Automatic call distribution with intersubnetwork customer information transfer system and method 121 1994
5544232 Call distributor with automatic preannouncement system and method 101 1995
5963635 Method and apparatus for providing result-oriented customer service 278 1996
6704409 Method and apparatus for processing real-time transactions and non-real-time transactions 198 1997
6449356 Method of multi-media transaction processing 117 1998
6233333 CTI integration of telephonic calls moved between switches of an automatic call distributor 69 1998
6449646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 227 1998
 
AT&T IPM CORP. (1)
5444774 Interactive queuing sytem for call centers 249 1995
 
LUCENT TECHNOLOGIES INC. (6)
5684872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 154 1995
5703943 Completion of calls to a preferred agent in an automatic call distributor 204 1995
5903641 Automatic dynamic changing of agents' call-handling assignments 325 1997
6064730 Customer-self routing call center 246 1997
6275812 Intelligent system for dynamic resource management 275 1998
6084954 System and method for correlating incoming and outgoing telephone calls using predictive logic 73 1999
 
CISCO TECHNOLOGY, INC. (1)
5594726 Frequency agile broadband communications system 252 1994
 
TERADATA US, INC. (3)
5689698 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 140 1995
5754841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 169 1995
5794250 Method and apparatus for extending existing database management system for new data types 123 1997
 
FUJITSU LIMITED (2)
5684874 Ringtrip judging circuit 28 1995
5889956 Hierarchical resource management with maximum allowable allocation boundaries 133 1996
 
SOUND VIEW INNOVATIONS, LLC (1)
5999963 Move-to-rear list scheduling 109 1997
 
ROCKWELL ELECTRONIC CORP. (1)
6424709 Skill-based call routing 197 1999
 
GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6185292 Skill-based real-time call routing in telephony systems 230 1997
 
ACCENTURE GLOBAL SERVICES LIMITED (10)
5592378 Computerized order entry system and method 467 1994
5839117 Computerized event-driven routing system and method for use in an order entry system 224 1997
6151571 System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters 229 1999
6275806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 229 1999
6353810 System, method and article of manufacture for an emotion detection system improving emotion recognition 141 1999
6427137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 143 1999
6463415 69voice authentication system and method for regulating border crossing 92 1999
6480826 System and method for a telephonic emotion detection that provides operator feedback 142 1999
6697457 Voice messaging system that organizes voice messages based on detected emotion 84 1999
2002/0194,002 Detecting emotions using voice signal analysis 101 2002
 
DATATERN, INC. (1)
5937402 System for enabling access to a relational database from an object oriented program 185 1997
 
ATI TECHNOLOGIES INC. (1)
5838968 System and method for dynamic resource management across tasks in real-time operating systems 191 1996
 
FCA Corporation (1)
6275991 IR transmitter with integral magnetic-stripe ATM type credit card reader and method therefor 116 1999
 
ENTIT SOFTWARE LLC (1)
6259969 System and method for automatically verifying the performance of a virtual robot 90 1998
 
HOME ACCOUNT NETWORK, INC. (1)
5875437 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 707 1997
 
INTEL CORPORATION (2)
5754776 Re-prioritizing background data transfers in multipoint conferencing 75 1995
5802282 Recovering missing data during background data transfer in multipoint conferencing 79 1995
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
5164983 Telemarketing complex performance management system 194 1991
 
International Telecharge, Inc. (1)
5210789 Interactive telephone operator terminal 351 1991
 
VERIZON LABORATORIES INC. (1)
6115462 Method and apparatus for efficient call routing 94 1998
 
UNIFI COMMUNICATIONS CORPORATION, A DELAWARE CORPORATION (2)
5274700 Methods of automatically rerouting an incoming telephone call placed over a network 284 1992
5299260 Telephone call handling system 389 1993
 
InterVoice Limited Partnership (2)
5155761 Automatic call back system and method of operation 274 1990
* 6978006 Resource management utilizing quantified resource attributes 67 2000
 
MOSAIX, INC. (2)
6226377 Prioritized transaction server allocation 133 1998
6272544 Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals 119 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5606361 Videophone interactive mailbox facility system and method of processing information 178 1995
5724092 Videophone interactive mailbox facility system and method of processing information 92 1996
 
NCR CORPORATION (1)
5930786 Method and apparatus for providing shared data to a requesting client 141 1995
 
NUANCE COMMUNICATIONS, INC. (1)
* 7050568 Hold queue management 18 2001
 
Digital Systems International, Inc. (1)
5101425 Operations monitoring system 111 1990
 
HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (1)
6154769 Scheduling server requests to decrease response time and increase server throughput 109 1998
 
SET SECURE ELECTRONIC TRANSACTION LLC (1)
5790677 System and method for secure electronic commerce transactions 755 1995
 
XEROX CORPORATION (1)
6560707 Multimedia coordination system 159 1996
 
HARRAH'S OPERATING COMPANY, INC. (1)
5974135 Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions 200 1997
 
Intermind Corporation (1)
6044205 Communications system for transferring information between memories according to processes transferred with the information 423 1996
 
AT&T LABS, INC. (1)
5291550 Dynamic network call distributor 210 1993
 
MICROSOFT TECHNOLOGY LICENSING, LLC (3)
5748468 Prioritized co-processor resource manager and method 268 1995
5897622 Electronic shopping and merchandising system 696 1996
6000832 Electronic online commerce card with customer generated transaction proxy number for online transactions 652 1997
 
CYBER Q ACQUISITIONS, LLC (1)
5627884 Method for returning inbound calls 148 1995
 
EIS INTERNATIONAL, INC. (1)
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Inuentions Inc. (1)
4894857 Method and apparatus for customer account servicing 175 1988
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
5592542 Call distribution control method and call distribution control system 158 1996
 
GOETEL COMMUNICATIONS CORP. (1)
5546452 Communications system using a central controller to control at least one network and agent system 279 1995
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (12)
5097528 System for integrating telephony data with data processing systems 211 1991
5915012 System and method for operating a plurality of call centers 145 1997
5926538 Method for routing calls to call centers based on statistical modeling of call behavior 177 1997
5940496 Apparatus and methods enhancing call routing within and between call-centers 133 1997
5991392 Agent-initiated dynamic requeing 109 1997
5960073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 251 1997
6055308 Method and system for determining and using multiple object states in a computer telephony integration system 97 1997
6175564 Apparatus and methods for managing multiple internet protocol capable call centers 243 1998
6597685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 119 1998
5943416 Automated survey control routine in a call center environment 219 1998
6449358 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 134 2000
* 6822945 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 91 2002
 
VERIZON PATENT AND LICENSING INC. (6)
5335268 Intelligent routing of special service telephone traffic 253 1992
5751707 AIN interaction through wireless digital video network 245 1995
6044144 Network call parking manager 146 1997
6038293 Method and system for efficiently transferring telephone calls 149 1997
6490350 Monitoring system for telephony resources in a call center 118 1997
6229819 Advanced intelligent network gateway 85 1997
 
MITEL NETWORKS CORPORATION (1)
5987117 Method of dynamic load sharing between systems with automatic telephone call distributors 91 1997
 
ALCATEL LUCENT (1)
6389028 Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center 122 1999
 
TELEFONAKTIEBOLAGET L M ERICSSON (PUBL) (1)
5742675 Method and apparatus for automatically distributing calls to available logged-in call handling agents 198 1995
 
ALCATEL-LUCENT USA INC. (1)
* 6563916 System for transmitting a change in call queued/hold state across a communications network 25 1999
 
COOPER T.G.S. L.L.C. (2)
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UNIFY, INC. (1)
5825869 Call management method and system for skill-based routing 629 1996
 
AVAYA TECHNOLOGY LLC (3)
6650748 Multiple call handling in a call center 143 1998
6560649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 90 1999
6389132 Multi-tasking, web-based call center 242 1999
 
ETALK CORPORATION (4)
5500795 Method and system for monitoring and controlling the performance of a call processing center 161 1994
5684964 Method and system for monitoring and controlling the performance of an organization 103 1996
5937051 Method and system for transferring calls and call-related data between a plurality of call centers 174 1997
5818907 Method and system for automatically monitoring the performance quality of call center service representatives 160 1997
 
TRIMBLE MRM LTD. (1)
5963911 Resource allocation 231 1996
 
RPX CLEARINGHOUSE LLC (2)
6430282 Methods and apparatus for originating voice calls 179 1996
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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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TEKNEKRON CORPORATION (1)
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FACEBOOK, INC. (1)
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Callnet Communications (1)
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AT&T CORP. (3)
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5537470 Method and apparatus for handling in-bound telemarketing calls 266 1994
5530744 Method and system for dynamic customized call routing 332 1994
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
LIFELINKS, LLC (2)
* 8566081 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

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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
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