US Patent No: 7,835,514

Number of patents in Portfolio can not be more than 2000

Provide a graceful transfer out of active wait treatment

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ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

The present invention provides a graceful transfer of a contact from a queue to another party. More particularly, exit points are defined within a given wait treatment for the contact. While the contact is in queue waiting for service the initiator of the contact is able provided with the wait treatment. When the contact is ready to be removed from the queue (e.g., because a servicing agent is ready to available to service the contact), the contact is kept in the queue and continues to be provided the wait treatment until an exit point has been reached.

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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)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Snyder, Robert New Freedom, PA 32 834
Taylor, Robin D - 1 1

Cited Art

Patent Info (Count) # Cites Year
 
AVAYA INC. (32)
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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
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6,192,122 Call center agent selection that optimizes call wait times 155 1998
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6,292,550 Dynamic call vectoring 56 1998
6,535,601 Skill-value queuing in a call center 65 1998
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6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 68 1998
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6,463,346 Workflow-scheduling optimization driven by target completion time 59 1999
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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
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6,215,865 System, method and user interface for data announced call transfer 81 1998
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (5)
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MCI COMMUNICATIONS CORPORATION (5)
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5,436,965 Method and system for optimization of telephone contact campaigns 123 1993
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AVAYA TECHNOLOGY LLC (4)
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
6,820,260 Customized applet-on-hold arrangement 25 1999
6,389,132 Multi-tasking, web-based call center 120 1999
 
ASPECT COMMUNICATIONS CORPORATION (3)
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AT&T CORP. (3)
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6,463,148 Blending communications in a call center 52 2000
 
FUJITSU LIMITED (2)
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ROCKSTAR BIDCO, LP (2)
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ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
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AVAYA (1)
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FACEBOOK, INC. (1)
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FT. COMM REMOTE LIMITED LIABILITY COMPANY (1)
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GINN, MICHAEL (1)
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SINGAPORE COMPUTER SYSTEMS LIMITED (1)
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TELEFONAKTIEBOLAGET LM ERICSSON (PUBL) (1)
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THE UNITED STATES OF AMERICA AS REPRESENTED BY THE SECRETARY OF THE AIR FORCE (1)
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Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
8,335,300 Personalizing computerized customer service 0 2008

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