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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Abstract

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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

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2416

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Snyder, Robert New Freedom, PA 38 1026
Taylor, Robin D - 1 2

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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5,754,639 Method and apparatus for queuing a call to the best split 198 1995
5,757,904 Context-sensitive presentation of information to call-center agents 172 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 132 1996
5,828,747 Call distribution based on agent occupancy 223 1997
5,905,793 Waiting-call selection based on anticipated wait times 211 1997
5,982,873 Waiting-call selection based on objectives 200 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 62 1997
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6,192,122 Call center agent selection that optimizes call wait times 182 1998
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6,535,601 Skill-value queuing in a call center 87 1998
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6,463,346 Workflow-scheduling optimization driven by target completion time 76 1999
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MICROSOFT CORPORATION (6)
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FIRSTPOINT CONTACT TECHNOLOGIES, LLC (5)
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ASPECT SOFTWARE, INC. (4)
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AVAYA TECHNOLOGY LLC (4)
6,650,748 Multiple call handling in a call center 90 1998
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6,820,260 Customized applet-on-hold arrangement 31 1999
6,389,132 Multi-tasking, web-based call center 165 1999
 
E-TALK CORPORATION (4)
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AT&T CORP. (3)
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6,463,148 Blending communications in a call center 71 2000
 
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INTEL CORPORATION (2)
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Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (2)
8,335,300 Personalizing computerized customer service 1 2008
8,615,070 Personalizing computerized customer service 0 2012

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