Patents by Inventor Gregory Lane Anderson

Gregory Lane Anderson 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).

  • Patent number: 6233332
    Abstract: The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer.
    Type: Grant
    Filed: June 3, 1998
    Date of Patent: May 15, 2001
    Assignee: Avaya Technology Corp.
    Inventors: Gregory Lane Anderson, Lucinda M. Sanders, Robert W. Donnelly, Eugene Mathews, Mark Landers
  • Patent number: 5757904
    Abstract: A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset.
    Type: Grant
    Filed: February 5, 1996
    Date of Patent: May 26, 1998
    Assignee: Lucent Technologies Inc.
    Inventor: Gregory Lane Anderson