Patents by Inventor Isaac K. Eyeson

Isaac K. Eyeson 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).

  • Communications arbitrator
    Patent number: 11632464
    Abstract: Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.
    Type: Grant
    Filed: April 22, 2014
    Date of Patent: April 18, 2023
    Assignee: Avaya Inc.
    Inventor: Isaac K. Eyeson
  • COMMUNICATIONS ARBITRATOR
    Publication number: 20150304492
    Abstract: Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.
    Type: Application
    Filed: April 22, 2014
    Publication date: October 22, 2015
    Applicant: AVAYA INC.
    Inventor: Isaac K. Eyeson
  • Method and apparatus for automatically directing calls by an invisible agent in a switch
    Patent number: 6956940
    Abstract: Utilizing an invisible agent within a remote switch to allow the redirection of calls received from a telephone set connected to a public telephone network to a main switching system.
    Type: Grant
    Filed: May 29, 2002
    Date of Patent: October 18, 2005
    Assignee: Avaya Technology Corp.
    Inventors: Isaac K. Eyeson, Joel M. Ezell, Norman W. Petty
  • Method and apparatus for automatically directing calls by an invisible agent in a switch
    Publication number: 20030223568
    Abstract: Utilizing an invisible agent within a remote switch to allow the redirection of calls received from a telephone set connected to a public telephone network to a main switching system.
    Type: Application
    Filed: May 29, 2002
    Publication date: December 4, 2003
    Inventors: Isaac K. Eyeson, Joel M. Ezell, Norman W. Petty
  • Method and apparatus for automatically directing calls using a transfer by an invisible agent in a switch
    Publication number: 20030223404
    Abstract: Utilizing an invisible agent within a remote switch to allow the redirection of calls received from a telephone set connected to a public telephone network to a main switching system using a transfer.
    Type: Application
    Filed: May 29, 2002
    Publication date: December 4, 2003
    Inventors: Isaac K. Eyeson, Joel M. Ezell, Norman W. Petty