Patents by Inventor Kevin J. Muterspaugh

Kevin J. Muterspaugh 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).

  • System and method of transferring information between contact centers
    Patent number: 9210274
    Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.
    Type: Grant
    Filed: August 2, 2011
    Date of Patent: December 8, 2015
    Assignee: Avaya Inc.
    Inventors: Renato Simoes, Brian Hillis, Roderick Averill, Kevin J. Muterspaugh
  • System and Method of Transferring Information Between Contact Centers
    Publication number: 20130034025
    Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.
    Type: Application
    Filed: August 2, 2011
    Publication date: February 7, 2013
    Applicant: AVAYA INC.
    Inventors: Renato Simoes, Brian Hillis, Roderick Averill, Kevin J. Muterspaugh