Patents by Inventor David Zanoni

David Zanoni 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).

  • Data model of participation in multi-channel and multi-party contacts
    Patent number: 8731177
    Abstract: The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
    Type: Grant
    Filed: October 1, 2008
    Date of Patent: May 20, 2014
    Assignee: Avaya Inc.
    Inventors: Sara Hildebrandt Kiefhaber, Robert W. Snyder, Robin Donald Taylor, David Zanoni
  • Database structures and administration techniques for generalized localization of database items
    Patent number: 8504534
    Abstract: The present invention is directed to a data model for effecting transformations of entities from a first form of expression to a second different form of expression.
    Type: Grant
    Filed: September 26, 2007
    Date of Patent: August 6, 2013
    Assignee: Avaya Inc.
    Inventors: Patrick Tendick, Rodney A. Thomson, David Zanoni
  • Data model of participation in multi-channel and multi-party contacts
    Patent number: 7953859
    Abstract: The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
    Type: Grant
    Filed: June 3, 2004
    Date of Patent: May 31, 2011
    Assignee: Avaya Inc.
    Inventors: Sarah Hildebrandt Kiefhaber, Robert W. Snyder, Robin Donald Taylor, David Zanoni
  • Method for discovering problem agent behaviors
    Patent number: 7809127
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
    Type: Grant
    Filed: July 28, 2005
    Date of Patent: October 5, 2010
    Assignee: Avaya Inc.
    Inventors: Kenneth R. Hackbarth, Jr., Murray Jenson, Joylee E. Kohler, Henry R. Paddock, Katherine A. Sobus, David Zanoni
  • Method for discovering problem agent behaviors
    Publication number: 20060271418
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
    Type: Application
    Filed: July 28, 2005
    Publication date: November 30, 2006
    Applicant: Avaya Technology Corp.
    Inventors: Kenneth Hackbarth,, Murray Jenson, Joylee Kohler, Henry Paddock, Katherine Sobus, David Zanoni