Patents by Inventor Gary Edward Olmsted

Gary Edward Olmsted 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 the simultaneous delivery of multiple contacts to an agent
    Patent number: 7949121
    Abstract: A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
    Type: Grant
    Filed: March 1, 2005
    Date of Patent: May 24, 2011
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Gary Edward Olmsted, Robert C. Steiner
  • Multi-tasking tracking agent
    Patent number: 7711104
    Abstract: The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.
    Type: Grant
    Filed: September 20, 2004
    Date of Patent: May 4, 2010
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Kenneth R. Hackbarth, Thomas L. Hemm, Sarah Hildebrandt Kiefhaber, Joylee E. Kohler, Gary Edward Olmsted, Jill B. Ziobro