Patents by Inventor Andrew T. Busey
Andrew T. Busey 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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Patent number: 7995740Abstract: Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.Type: GrantFiled: February 10, 2006Date of Patent: August 9, 2011Assignee: Avaya Inc.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 7746362Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: GrantFiled: February 10, 2006Date of Patent: June 29, 2010Assignee: Avaya Inc.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 7263526Abstract: A real time chat server (610) not only maintains the chat session but also synchronizes the browse and chat functions by dynamically linking the browser and chat applications to allow the contents of the browser window and the chat window to change in a coordinated manner. The chat server is built from a number of core software objects, namely user objects (616, 618), connection objects, and room objects (612, 614). In this way, multiple users' browsers may be connected into one powerful distributed chat/HTTP server and all such users are able to fully interact with one another in a coordinated manner via type-written messages, HTML web documents, and file transfers. The usefulness of chat is enhanced by embedding the chat functions into the browser window.Type: GrantFiled: December 18, 1996Date of Patent: August 28, 2007Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Gerald H. Weghorst, Jr.
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Patent number: 7165213Abstract: A method and system for coordinating media and messaging operations in an information processing system includes the ability for streaming media and messages in an information processing system from a switching mechanism to a plurality of user nodes. The invention receives a plurality of unsynchronized media and messages from said plurality of user nodes in a synchronizer. Instructions of the present invention further control the streaming of media and messages from said switching mechanism to said plurality of user nodes using said synchronizer. Streaming media may include, for example, chat, audio and video elements, video conference transmissions, teleconference transmissions, and combinations of such media elements.Type: GrantFiled: November 6, 1998Date of Patent: January 16, 2007Assignee: Avaya Technology Corp.Inventor: Andrew T. Busey
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Patent number: 6862625Abstract: A real time communications protocol connection is formed over a network communications connection. A markup language instruction is embedded in a message. The message is sent on the real time communications protocol connection.Type: GrantFiled: April 15, 1998Date of Patent: March 1, 2005Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Gerald H. Weghorst, Jr.
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Patent number: 6785708Abstract: A real time chat server (610) not only maintains the chat session but also synchronizes the browse and chat functions by dynamically linking the browser and chat applications to allow the contents of the browser window and the chat window to change in a coordinated manner. The chat server is built from a number of core software objects, namely user objects (616, 618), connection objects, and room objects (612, 614). In this way, multiple users' browsers may be connected into one powerful distributed chat/HTTP server and all such users are able to fully interact with one another in a coordinated manner via type-written messages, HTML web documents, and file transfers.Type: GrantFiled: October 30, 1996Date of Patent: August 31, 2004Assignee: Avaya Inc.Inventors: Andrew T. Busey, Gerald H. Weghorst, Jr.
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Publication number: 20040057569Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system.Type: ApplicationFiled: September 29, 2003Publication date: March 25, 2004Applicant: Acuity SoftwareInventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 6665395Abstract: Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking.Type: GrantFiled: December 11, 1998Date of Patent: December 16, 2003Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Mark Lovett Wells, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Dwight M. Moore, Edward C. Horvath, Kirschen Alcyone Seah, Stephen P. Zilko, Zhiyu Zhang, George Currie, Mohammed Ehtesham Hoq, Kenneth Lynn Bowen, Christopher Sanchez
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Patent number: 6377944Abstract: A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.Type: GrantFiled: December 11, 1998Date of Patent: April 23, 2002Assignee: Avaya Technology Corp.Inventors: Andrew T. Busey, Peter Novosel, Govind Balakrishnan, Peter Bunyan, Brett Morrison, Dwight M Moore, Kirschen Alcyone Seah, Rickey E. Chevrie, George Currie, Yuan Sylvia Tien
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Patent number: 5764916Abstract: In a method for real time network chat, TCP/IP connections are established between a plurality of clients and a host. Respective real time communications protocol connections such as telnet or IRC are established over the TCP/IP connections, and a message is sent from one of the clients to at least one of the other clients through the host using the respective real time communications protocol connections therebetween. The message, which includes one or more instructions in a markup language such as html, for example, is parsed in the receiving chat client, which displays the message in accordance with the markup language instructions contained therein. Where the markup language instruction is a hyperlink, the telnet chat client receiving the message from the host communicates the URL associated with the hyperlink to a Web browser under user control, and the Web browser requests and receives the desired Web document.Type: GrantFiled: September 27, 1996Date of Patent: June 9, 1998Assignee: ichat, Inc.Inventors: Andrew T. Busey, Gerald H. Weghorst, Jr.