Patents by Inventor Michael Todd Mateer
Michael Todd Mateer 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).
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Publication number: 20170126893Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: ApplicationFiled: January 18, 2017Publication date: May 4, 2017Inventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
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Patent number: 9553989Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: GrantFiled: June 7, 2013Date of Patent: January 24, 2017Assignee: West CorporationInventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
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Patent number: 8665758Abstract: A system, method, and instruction set for translational routing and redirecting of media calls for use in teleconferencing applications. In operation, when a user places a conference call, it is routed through a carrier switch 14 to a media gateway 16 where routing translation on the call occurs and then a VoIP call is sent to an element management system 18 by way of an internet protocol network 22. The EMS 18 then accesses a central database 20 with an account number and retrieves a dialed number identification service 21 needed to redirect the call. The EMS then sends a REFER command indicating the new DNIS information to the MGW 16 by way the IP network 22. Finally, the MGW 16 performs the appropriate routing translation on the new DNIS and redirects the call through a time division multiplexing network 24 to the appropriate conferencing bridge 26,28.Type: GrantFiled: December 7, 2005Date of Patent: March 4, 2014Assignee: West CorporationInventor: Michael Todd Mateer
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Patent number: 8488773Abstract: A call center system in which agents are geographically dispersed based on agent skill-set, agent location and caller location that results in a call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. The database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and so forth. The system then chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: GrantFiled: July 26, 2011Date of Patent: July 16, 2013Assignee: West CorporationInventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
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Patent number: 8472609Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: GrantFiled: May 25, 2011Date of Patent: June 25, 2013Assignee: West CorporationInventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
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Patent number: 8009822Abstract: A call center system that routes calls to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The system then chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: GrantFiled: June 2, 2006Date of Patent: August 30, 2011Assignee: West CorporationInventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster
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Patent number: 7961866Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.Type: GrantFiled: June 2, 2006Date of Patent: June 14, 2011Assignee: West CorporationInventors: James K. Boutcher, Michael Todd Mateer, Craig A. Webster