Patents by Inventor Dean H. Harris

Dean H. Harris 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).

  • Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
    Patent number: 5214688
    Abstract: A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbound and outbound calls. Each trunk line is designated for inbound calls or outbound calls and the status of each trunk is monitored. If all of the trunks allocated to inbound service are in use then some of the trunks designated for outbound service are redesignated for inbound service. If more than a predetermined number of trunks designated for inbound service are not in use then some of these trunks will be redesignated for outbound service.
    Type: Grant
    Filed: June 5, 1990
    Date of Patent: May 25, 1993
    Assignee: Inventions, Inc.
    Inventors: Aleksander Szlam, James W. Crooks, Jr., Dean H. Harris
  • Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
    Patent number: RE36416
    Abstract: A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbound and outbound calls. Each trunk line is designated for inbound calls or outbound calls and the status of each trunk is monitored. If all of the trunks allocated to inbound service are in use then some of the trunks designated for outbound service are redesignated for inbound service. If more than a predetermined number of trunks designated for inbound service are not in use then some of these trunks will be redesignated for outbound service.
    Type: Grant
    Filed: May 25, 1995
    Date of Patent: November 30, 1999
    Assignee: Inventions, Inc.
    Inventors: Aleksander Szlam, James W. Crooks, Jr., Dean H. Harris