Patents by Inventor James Kotelly

James Kotelly 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).

  • Publication number: 20060062373
    Abstract: In response to a customer call to a call center, an available agent is selected and the call is connected to the selected agent. Initially it is determined whether voice is present in the connection from the agent to the customer within a predetermined time interval, e.g. 3-6 seconds, by calculating the energy in media packets and comparing this value with a predetermined threshold. If no voice is present from the agent, the call is re-routed to another agent. Additionally, the agent may be marked as not available for subsequent calls, and the agent can be so notified. The “agent not present” event may be reported to a supervisor who may contact the agent or further monitor the agent to ascertain whether the non-responsiveness recurs. The technique can be used with “local” agents (those physically present in the call center) and with “remote” agents (those connected to the call center, e.g. via the public switched telephone network (PSTN)).
    Type: Application
    Filed: September 23, 2004
    Publication date: March 23, 2006
    Inventors: Steven Chervets, James Kotelly