Patents by Inventor Matthew S. Malden
Matthew S. Malden 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).
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Publication number: 20240012919Abstract: Data records associated with an account may be used to track incidents in a supply chain. Incident records associated with a supply chain are accessible and modifiable by users with an active user account associated with an incident management application. The application may receive requests to perform user actions on multiple incidents. Each request may be validated according to account-specific permissions and user-specific privileges. Multiple users may be grouped according to user classes indicative of their status as internal users or external users. Non-users may be invited to perform user actions on incident data through access links generated by the application instance. Access links may allow a non-user to become an invited or registered external user. A registered external user may be promoted to a named external user. Various visibility groups may limit the user actions that any given user of a particular user class can perform on incident data.Type: ApplicationFiled: July 28, 2020Publication date: January 11, 2024Inventors: MATTHEW S. MALDEN, Nader Mikhail, David Blonski
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Patent number: 8005814Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.Type: GrantFiled: December 1, 2008Date of Patent: August 23, 2011Assignee: Siebel Systems, Inc.Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
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Patent number: 7747959Abstract: Flexible and extensible combination user interfaces are described. Combination user interfaces combine task-based and deductive user interfaces in such a manner that complex user interactions can be facilitated using a more meaningful and intuitive user interface than would have been possible using task-based or deductive user interfaces exclusively. The described combination user interfaces are flexible and extensible. They are flexible in that users can work on multiple tasks or switch between tasks without first needing to complete another task. They are extensible in that they can be extended to add, modify, or remove tasks or portions of tasks. User interfaces can be extended by manipulating metadata associated with the user interfaces. The combination user interface can be combined with an Inbox concept to facilitate saving and assigning tasks. The Inbox represents a work queue for a user.Type: GrantFiled: December 17, 2004Date of Patent: June 29, 2010Assignee: Siebel Systems, Inc.Inventors: Carl Paul Keller, Bradley Scott Adelberg, Michael Eric Flexer, Matthew S. Malden
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Publication number: 20090083246Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers; and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.Type: ApplicationFiled: December 1, 2008Publication date: March 26, 2009Applicant: Oracle International CorporationInventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
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Patent number: 7467135Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.Type: GrantFiled: July 27, 2004Date of Patent: December 16, 2008Assignee: Siebel Systems, Inc.Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
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Patent number: 7245714Abstract: 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: GrantFiled: April 26, 2005Date of Patent: July 17, 2007Assignee: Siebel Systems, Inc.Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
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Patent number: 7174514Abstract: A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to customer across a network, such as the Internet and a web site. Branching logic determines the appropriate information to present to the user based on answers to previous questions. The engine allows presentation of the information to the user/customer, by generating hypertext markup language (HTML) files to display the questions or other elements of the logical structure as part of a user interface on a client terminal of the customer.Type: GrantFiled: March 28, 2001Date of Patent: February 6, 2007Assignee: Siebel Systems, Inc.Inventors: Pavitra Subramaniam, Robert H. Wang, Matthew S. Malden
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Patent number: 6973175Abstract: 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: GrantFiled: May 16, 2003Date of Patent: December 6, 2005Assignee: Siebel Systems, Inc.Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
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Patent number: 6850895Abstract: A method, a program product, and a system for assigning resources to tasks in a rule based, resource constrained system. This is done by receiving as inputs tasks and task attributes; resources and resource attributes; and assignment rules. These inputs are used to searching a database of tasks, task attributes, and assignment rules thereof, to search a database of resources including resource attributes thereof, and to retrieve resources based upon the resource attributes. Resources are assigned to tasks based upon matches and scores of the resource attributes, the task attributes, and the assignment rules.Type: GrantFiled: May 30, 2001Date of Patent: February 1, 2005Assignee: Siebel Systems, Inc.Inventors: Robert A. Brodersen, Prashant Chatterjee, Peter Siam Sy Lim, III, Matthew S. Malden, Duane Wandless
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Patent number: 6826745Abstract: The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.Type: GrantFiled: May 30, 2001Date of Patent: November 30, 2004Assignee: Siebel Systems, Inc.Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix
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Publication number: 20040139075Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.Type: ApplicationFiled: December 22, 2003Publication date: July 15, 2004Inventors: Karen Brodersen, Thomas M. Rothwein, Matthew S. Malden, Mingte J. Chen, Anil Annadata
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Patent number: 6732100Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.Type: GrantFiled: March 31, 2000Date of Patent: May 4, 2004Assignee: Siebel Systems, Inc.Inventors: Karen Brodersen, Thomas M. Rothwein, Matthew S. Malden, Mingte J. Chen, Anil Annadata
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Patent number: 6728702Abstract: According to one aspect of the present invention, a method includes displaying a search tool bar including a search icon. The method also includes displaying a search center pane after a user selects the search icon, wherein the search center pane includes a search frame. The method further includes selecting a search category from a dropdown list of search categories in the search frame. In addition, the method includes entering a search keyword. Furthermore, the method includes searching a database for data records matching the search category and the search keyword.Type: GrantFiled: June 18, 2001Date of Patent: April 27, 2004Assignee: Siebel Systems, Inc.Inventors: Pavitra Subramaniam, Jason Zoss, Jian-Jung Ying, Marc Caltabiano, Matthew S. Malden
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Publication number: 20030198334Abstract: 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: ApplicationFiled: May 16, 2003Publication date: October 23, 2003Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
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Patent number: 6577726Abstract: 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: GrantFiled: March 31, 2000Date of Patent: June 10, 2003Assignee: Siebel Systems, Inc.Inventors: Kuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
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Publication number: 20020140731Abstract: A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to customer across a network, such as the Internet and a web site. Branching logic determines the appropriate information to present to the user based on answers to previous questions. The engine allows presentation of the information to the user/customer, by generating hypertext markup language (HTML) files to display the questions or other elements of the logical structure as part of a user interface on a client terminal of the customer.Type: ApplicationFiled: March 28, 2001Publication date: October 3, 2002Inventors: Pavitra Subramaniam, Robert H. Wang, Matthew S. Malden
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Publication number: 20020029161Abstract: A method, a program product, and a system for assigning resources to tasks in a rule based, resource constrained system. This is done by receiving as inputs tasks and task attributes; resources and resource attributes; and assignment rules. These inputs are used to searching a database of tasks, task attributes, and assignment rules thereof, to search a database of resources including resource attributes thereof, and to retrieve resources based upon the resource attributes. Resources are assigned to tasks based upon matches and scores of the resource attributes, the task attributes, and the assignment rules.Type: ApplicationFiled: May 30, 2001Publication date: March 7, 2002Inventors: Robert A. Brodersen, Prashant Chatterjee, Peter Siam Sy Lim, Matthew S. Malden, Duane Wandless
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Publication number: 20020022986Abstract: User configurable and reconfigurable scripting, methods of scripting, and systems for scripting for call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.Type: ApplicationFiled: May 30, 2001Publication date: February 21, 2002Inventors: John L. Coker, Matthew S. Malden, Kevin R. Nix