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, NJ2446

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 1041
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 160 1994
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5,754,639 Method and apparatus for queuing a call to the best split 200 1995
5,757,904 Context-sensitive presentation of information to call-center agents 173 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 135 1996
5,828,747 Call distribution based on agent occupancy 225 1997
5,905,793 Waiting-call selection based on anticipated wait times 215 1997
5,982,873 Waiting-call selection based on objectives 203 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 63 1997
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6,192,122 Call center agent selection that optimizes call wait times 185 1998
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6,292,550 Dynamic call vectoring 71 1998
6,535,601 Skill-value queuing in a call center 91 1998
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6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 96 1998
6,366,668 Method of routing calls in an automatic call distribution network 120 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 77 1999
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6,453,038 System for integrating agent database access skills in call center agent assignment applications 153 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 56 2000
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7,035,927 Intelligent inbound/outbound communications blending 41 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 94 1998
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6,820,260 Customized applet-on-hold arrangement 31 1999
6,389,132 Multi-tasking, web-based call center 171 1999
 
E-TALK CORPORATION (4)
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5,684,964 Method and system for monitoring and controlling the performance of an organization 93 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 74 2000
 
FUJITSU LIMITED (2)
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INTEL CORPORATION (2)
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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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