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, NJ2484

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 1060
Taylor, Robin D - 1 2

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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5,506,898 Expected wait-time indication arrangement 164 1994
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5,754,639 Method and apparatus for queuing a call to the best split 203 1995
5,757,904 Context-sensitive presentation of information to call-center agents 177 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 139 1996
5,828,747 Call distribution based on agent occupancy 228 1997
5,905,793 Waiting-call selection based on anticipated wait times 217 1997
5,982,873 Waiting-call selection based on objectives 206 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 66 1997
6,088,441 Arrangement for equalizing levels of service among skills 119 1997
6,192,122 Call center agent selection that optimizes call wait times 188 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 280 1998
6,292,550 Dynamic call vectoring 74 1998
6,535,601 Skill-value queuing in a call center 95 1998
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6,064,731 Arrangement for improving retention of call center's customers 137 1998
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6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 101 1998
6,366,668 Method of routing calls in an automatic call distribution network 123 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 80 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 117 1999
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6,453,038 System for integrating agent database access skills in call center agent assignment applications 156 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 59 2000
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7,035,927 Intelligent inbound/outbound communications blending 44 2002
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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 98 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 76 1999
6,820,260 Customized applet-on-hold arrangement 34 1999
6,389,132 Multi-tasking, web-based call center 175 1999
 
E-TALK CORPORATION (4)
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5,684,964 Method and system for monitoring and controlling the performance of an organization 97 1996
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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 78 2000
 
FUJITSU LIMITED (2)
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5,889,956 Hierarchical resource management with maximum allowable allocation boundaries 121 1996
 
INTEL CORPORATION (2)
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AT&T Bell Laboratories (1)
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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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AT&T IPM CORP. (1)
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AVAYA (1)
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AVAYA TECHNOLOGY CORP. (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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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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