Patents by Inventor Joseph Vincent Monza

Joseph Vincent Monza 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 system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
    Patent number: 7373410
    Abstract: An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events.
    Type: Grant
    Filed: May 15, 2003
    Date of Patent: May 13, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Joseph Vincent Monza, Alan Wayne McCord, David Hoyer Anderson
  • Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
    Publication number: 20040081183
    Abstract: An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events.
    Type: Application
    Filed: May 15, 2003
    Publication date: April 29, 2004
    Inventors: Joseph Vincent Monza, Alan Wayne McCord, David Hoyer Anderson
  • Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
    Patent number: RE46181
    Abstract: An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events.
    Type: Grant
    Filed: December 18, 2014
    Date of Patent: October 18, 2016
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Joseph Vincent Monza, Alan Wayne McCord, David Hoyer Anderson