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

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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, NJ2702

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Snyder, Robert Danville, US 37 1599
Taylor, Robin D Danville, US 1 3

Cited Art Landscape

Patent Info (Count) # Cites Year
 
SINGAPORE COMPUTER SYSTEMS LIMITED (1)
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SBC TECHNOLOGY RESOURCES, INC. (1)
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MICRO DATA BASE SYSTEMS, INC. (2)
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PRAGMATUS TELECOM, LLC (1)
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VIREXX MEDICAL CORP. (1)
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AVAYA INC. (32)
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5,506,898 Expected wait-time indication arrangement 182 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 136 1995
5,754,639 Method and apparatus for queuing a call to the best split 228 1995
5,757,904 Context-sensitive presentation of information to call-center agents 204 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 156 1996
5,828,747 Call distribution based on agent occupancy 243 1997
5,905,793 Waiting-call selection based on anticipated wait times 238 1997
5,982,873 Waiting-call selection based on objectives 223 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 78 1997
6,088,441 Arrangement for equalizing levels of service among skills 125 1997
6,192,122 Call center agent selection that optimizes call wait times 193 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 317 1998
6,292,550 Dynamic call vectoring 78 1998
6,535,601 Skill-value queuing in a call center 113 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 136 1998
6,064,731 Arrangement for improving retention of call center's customers 165 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 353 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 109 1998
6,366,668 Method of routing calls in an automatic call distribution network 135 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 88 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 127 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 90 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 78 1999
6,453,038 System for integrating agent database access skills in call center agent assignment applications 189 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 64 2000
6,947,543 Computer-telephony integration that uses features of an automatic call distribution system 47 2002
6,560,330 Rules-based queuing of calls to call-handling resources 95 2002
7,035,927 Intelligent inbound/outbound communications blending 49 2002
2004/0203,878 Method and apparatus for meeting an on-site enterprise service level objective 53 2002
6,707,903 Automated workflow method for assigning work items to resources 92 2003
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AVAYA TECHNOLOGY CORP. (1)
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INTERNATIONAL BUSINESS MACHINES CORPORATION (13)
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6,044,355 Skills-based scheduling for telephone call centers 253 1997
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WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (13)
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5,335,269 Two dimensional routing apparatus in an automatic call director-type system 267 1992
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5,544,232 Call distributor with automatic preannouncement system and method 95 1995
5,963,635 Method and apparatus for providing result-oriented customer service 239 1996
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 171 1997
6,449,356 Method of multi-media transaction processing 114 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 68 1998
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 189 1998
 
AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 232 1995
 
LUCENT TECHNOLOGIES INC. (6)
* 5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 151 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 190 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 285 1997
6,064,730 Customer-self routing call center 217 1997
6,275,812 Intelligent system for dynamic resource management 269 1998
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 72 1999
 
CISCO TECHNOLOGY, INC. (3)
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* 7,170,991 Method and system for utilizing proxy designation in a call system 4 2003
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TERADATA US, INC. (3)
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5,794,250 Method and apparatus for extending existing database management system for new data types 120 1997
 
FUJITSU LIMITED (2)
5,684,874 Ringtrip judging circuit 28 1995
5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 131 1996
 
SOUND VIEW INNOVATIONS, LLC (1)
5,999,963 Move-to-rear list scheduling 108 1997
 
ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 164 1999
 
GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
6,185,292 Skill-based real-time call routing in telephony systems 214 1997
 
ACCENTURE GLOBAL SERVICES LIMITED (11)
5,592,378 Computerized order entry system and method 442 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 207 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 205 1999
6,256,773 System, method and article of manufacture for configuration management in a development architecture framework 588 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 208 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 126 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 125 1999
6,463,415 69voice authentication system and method for regulating border crossing 89 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 129 1999
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DATATERN, INC. (1)
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ATI TECHNOLOGIES INC. (1)
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FCA Corporation (1)
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HOME ACCOUNT NETWORK, INC. (1)
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INTEL CORPORATION (2)
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5,802,282 Recovering missing data during background data transfer in multipoint conferencing 77 1995
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
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International Telecharge, Inc. (1)
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VERIZON LABORATORIES INC. (1)
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Intervoice Limited Partnership (1)
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MOSAIX, INC. (2)
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6,272,544 Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals 112 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 171 1995
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NCR CORPORATION (1)
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ACCESS CO., LTD. (1)
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HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (2)
6,259,969 System and method for automatically verifying the performance of a virtual robot 88 1998
6,154,769 Scheduling server requests to decrease response time and increase server throughput 107 1998
 
SET SECURE ELECTRONIC TRANSACTION LLC, A CORP. OF DELAWARE (1)
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XEROX CORPORATION (1)
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HARRAH'S OPERATING COMPANY, INC. (1)
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Intermind Corporation (1)
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AT&T Bell Laboratories (1)
5,291,550 Dynamic network call distributor 196 1993
 
MICROSOFT TECHNOLOGY LICENSING, LLC (6)
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5,897,622 Electronic shopping and merchandising system 665 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 611 1997
6,523,166 Method and system for on-demand installation of software implementations 122 1998
6,425,125 System and method for upgrading client software 235 1999
* 2008/0037,723 Peer-to-peer broadcasting in a VoIP system 21 2006
 
CYBER Q ACQUISITIONS, LLC (1)
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EIS INTERNATIONAL, INC. (1)
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Inuentions Inc. (1)
4,894,857 Method and apparatus for customer account servicing 164 1988
 
The United States of America as represented by the Secretary of the Air Force (1)
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ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
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GOETEL COMMUNICATIONS CORP. (1)
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (11)
5,097,528 System for integrating telephony data with data processing systems 207 1991
5,915,012 System and method for operating a plurality of call centers 134 1997
5,926,538 Method for routing calls to call centers based on statistical modeling of call behavior 149 1997
5,940,496 Apparatus and methods enhancing call routing within and between call-centers 114 1997
5,991,392 Agent-initiated dynamic requeing 95 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 224 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 83 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 228 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 106 1998
5,943,416 Automated survey control routine in a call center environment 189 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 110 2000
 
MPL APPLICATIONS, L.L.C. (2)
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VERIZON PATENT AND LICENSING INC. (6)
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5,751,707 AIN interaction through wireless digital video network 230 1995
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6,490,350 Monitoring system for telephony resources in a call center 105 1997
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MITEL NETWORKS CORPORATION (1)
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ALCATEL LUCENT (1)
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TELEFONAKTIEBOLAGET L M ERICSSON (PUBL) (1)
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COOPER T.G.S. L.L.C. (2)
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UNIFY, INC. (1)
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AVAYA TECHNOLOGY LLC (4)
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6,389,132 Multi-tasking, web-based call center 214 1999
 
ETALK CORPORATION (4)
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5,684,964 Method and system for monitoring and controlling the performance of an organization 101 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 152 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 141 1997
 
TRIMBLE MRM LTD. (1)
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RPX CLEARINGHOUSE LLC (2)
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6,426,950 Method of resource management at computer controlled telephony hardware 68 1998
 
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)
5,390,243 Telemarketing complex with automatic threshold levels 98 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 240 1994
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (1)
* 2010/0088,086 Method for personalizing computerized customer service 4 2008
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (2)
* 8,335,300 Personalizing computerized customer service 1 2008
8,615,070 Personalizing computerized customer service 0 2012
 
United Services Automobile Association (USAA) (1)
* 9,025,742 Method and system for providing targeted messages 0 2007
* Cited By Examiner

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