Patents by Inventor Alasdhair Campbell

Alasdhair Campbell 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).

  • Customer communication service system
    Patent number: 7428303
    Abstract: A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
    Type: Grant
    Filed: April 6, 2006
    Date of Patent: September 23, 2008
    Assignee: Aastra Intecom Inc.
    Inventors: Alasdhair Campbell, Stephen A. Michael
  • Customer communication service system
    Patent number: 7106850
    Abstract: A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
    Type: Grant
    Filed: January 8, 2001
    Date of Patent: September 12, 2006
    Assignee: Aastra Intecom Inc.
    Inventors: Alasdhair Campbell, Stephen A. Michael
  • CUSTOMER COMMUNICATION SERVICE SYSTEM
    Publication number: 20060165066
    Abstract: A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
    Type: Application
    Filed: April 6, 2006
    Publication date: July 27, 2006
    Inventors: Alasdhair Campbell, Stephen Michael
  • Customer communication service system
    Publication number: 20010024497
    Abstract: A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
    Type: Application
    Filed: January 8, 2001
    Publication date: September 27, 2001
    Inventors: Alasdhair Campbell, Stephen A. Michael