Patents by Inventor Henry D. Jay

Henry D. Jay has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Adaptive communication application programming interface
    Patent number: 8045698
    Abstract: An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
    Type: Grant
    Filed: December 28, 2007
    Date of Patent: October 25, 2011
    Assignee: Siebel Systems, Inc.
    Inventors: Anil K. Annadata, Wai H. Pak, Mingtse Chen, Henry D. Jay
  • ADAPTIVE COMMUNICATION APPLICATION PROGRAMMING INTERFACE
    Publication number: 20080159520
    Abstract: An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
    Type: Application
    Filed: December 28, 2007
    Publication date: July 3, 2008
    Inventors: Anil K. Annadata, Wai H. Pak, Mingtse Chen, Henry D. Jay
  • System and method for maintaining real-time agent information for multi-channel communication queuing
    Patent number: 7315616
    Abstract: An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
    Type: Grant
    Filed: March 31, 2001
    Date of Patent: January 1, 2008
    Assignee: Siebel Systems, Inc.
    Inventors: Anil K. Annadata, Wai H. Pak, Mingtse Chen, Henry D. Jay
  • Computer telephony integration hotelling method and system
    Patent number: 7245714
    Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.
    Type: Grant
    Filed: April 26, 2005
    Date of Patent: July 17, 2007
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Computer telephony integration hotelling method and system
    Patent number: 6973175
    Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.
    Type: Grant
    Filed: May 16, 2003
    Date of Patent: December 6, 2005
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Computer telephony integration hotelling method and system
    Publication number: 20030198334
    Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.
    Type: Application
    Filed: May 16, 2003
    Publication date: October 23, 2003
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
  • Computer telephony integration hotelling method and system
    Patent number: 6577726
    Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.
    Type: Grant
    Filed: March 31, 2000
    Date of Patent: June 10, 2003
    Assignee: Siebel Systems, Inc.
    Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata