Patents by Inventor Patrick Tendick

Patrick Tendick 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: 20140254786
    Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.
    Type: Application
    Filed: March 11, 2013
    Publication date: September 11, 2014
    Inventors: Patrick Tendick, Roger I. Krimstock, Matias Potel Feola
  • Patent number: 8705706
    Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.
    Type: Grant
    Filed: March 22, 2010
    Date of Patent: April 22, 2014
    Assignee: Avaya Inc.
    Inventors: Fei Chen, Lorraine Denby, Wen-Hua Ju, James M. Landwehr, Patrick Tendick
  • Publication number: 20130254285
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information having a plurality of attributes. A plurality of subscribable objects are provided to one or more users, where each subscribable object comprises one or more attributes as required attributes and zero or more of the attributes as optional attributes. Subscription requests are received from one or more of the users based on at least one of the subscribable objects. The subscribable objects are based, for example, on a set of predefined templates. The predefined templates identify each of the plurality of attributes as a required attribute or an optional attribute. Each of the attributes is presented to a user using a display format selected based on a cardinality of the corresponding attribute.
    Type: Application
    Filed: September 15, 2012
    Publication date: September 26, 2013
    Applicant: Avaya Inc.
    Inventors: Joann J. Ordille, Nina M. Tandon, Patrick Tendick, Qian Yang
  • Patent number: 8516045
    Abstract: Methods and apparatus are disclosed for automatic notification and response based on communication flow expressions having dynamic context. A message is provided from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths. The communication flow is controlled by a communication flow expression having a dynamic context, wherein the communication flow expression contains at least one primitive keyword indicating how the message should be processed. The dynamic context of the communication flow expression may be established using one or more labels or a context function. A number of primitive keywords are provided that allow a communication flow expression to react to a dynamic context.
    Type: Grant
    Filed: March 17, 2005
    Date of Patent: August 20, 2013
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, John Hamilton Slye, Patrick Tendick, Qian Yang
  • Patent number: 8504534
    Abstract: The present invention is directed to a data model for effecting transformations of entities from a first form of expression to a second different form of expression.
    Type: Grant
    Filed: September 26, 2007
    Date of Patent: August 6, 2013
    Assignee: Avaya Inc.
    Inventors: Patrick Tendick, Rodney A. Thomson, David Zanoni
  • Patent number: 8495163
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information, where the information has a plurality of attributes. A plurality of subscribable objects are provided to one or more of the users, where each of the subscribable objects comprises one or more of the plurality of attributes as required attributes and zero or more of the attributes as optional attributes. Subscription requests are received from one or more of the users based on at least one of the subscribable objects. The plurality of subscribable objects are based, for example, on a set of predefined templates. The predefined templates identify each of the plurality of attributes as a required attribute or an optional attribute. Each of the attributes is presented to a user using a display format selected based on a cardinality of the corresponding attribute. For example, the display format for a given attribute may comprise one or more of a user entry, a scrollable list and a check box.
    Type: Grant
    Filed: November 30, 2004
    Date of Patent: July 23, 2013
    Assignee: Avaya, Inc.
    Inventors: Joann J. Ordille, Nina M. Tandon, Patrick Tendick, Qian Yang
  • Patent number: 8311208
    Abstract: A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
    Type: Grant
    Filed: March 25, 2010
    Date of Patent: November 13, 2012
    Assignee: Avaya Inc.
    Inventors: Rouba Ibrahim, Patrick Tendick
  • Patent number: 8145706
    Abstract: Methods and apparatus are disclosed for automatic notification and response based on communication flow expressions having dynamic context. A message is provided from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths. The communication flow is controlled by a communication flow expression having a dynamic context, wherein the communication flow expression contains at least one primitive keyword indicating how the message should be processed. The dynamic context of the communication flow expression may be established using one or more labels or a context function. A number of primitive keywords are provided that allow a communication flow expression to react to a dynamic context.
    Type: Grant
    Filed: March 17, 2005
    Date of Patent: March 27, 2012
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, John Hamilton Slye, Patrick Tendick, Qian Yang
  • Patent number: 8102974
    Abstract: An event notification system notifies one or more designated persons of an event or emergency that has been reported by an endpoint to a receiver. When a call is received by the receiver, an event notification process identifies the endpoint. One or more designated persons are identified that should be notified when a call is received from this endpoint. The notification message that is generated and optionally the particular designees that are notified can be based on information about the call. The event notification may be triggered by a received call. The designated persons can be notified by an event notification system using a communication flow expression according to the delivery preferences of each designated person. The disclosed event notification system optionally obtains the responses of the designees, and records the status of the notification process.
    Type: Grant
    Filed: July 1, 2003
    Date of Patent: January 24, 2012
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, Patrick Tendick
  • Publication number: 20110235798
    Abstract: A method is provided for the production produce accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
    Type: Application
    Filed: March 25, 2010
    Publication date: September 29, 2011
    Applicant: Avaya Inc.
    Inventors: Rouba Ibrahim, Patrick Tendick
  • Publication number: 20110228915
    Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.
    Type: Application
    Filed: March 22, 2010
    Publication date: September 22, 2011
    Applicant: AVAYA INC.
    Inventors: Fei Chen, Lorraine Denby, Wen-Hua Ju, James M. Landwehr, Patrick Tendick
  • Patent number: 8001182
    Abstract: Methods and apparatus are provided for dynamically adjusting membership of a communication flow expression in a notification and response system. A message is provided from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths. The communication flow is controlled by a communication flow expression that contains at least one primitive keyword for dynamically adjusting the at least one recipient. A plurality of the recipients included in the communication flow form an instant focus group. The recipients in the instant focus group can be notified of other recipients in the instant focus group and/or receive the responses of other recipients in the instant focus group. The communication flow expression contains primitive keywords for adding and removing recipients in the communication flow.
    Type: Grant
    Filed: March 17, 2005
    Date of Patent: August 16, 2011
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, John Hamilton Slye, Patrick Tendick, David M. Weiss
  • Patent number: 7734731
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information. One or more users are identified that have entered a subscription that matches the information; and a communication flow expression is generated that contains at least one primitive keyword indicating how a notification to the identified users should be processed. The communication flow expression may be provided, for example, to a third party for delivery. Typically, a request identifier is received back from the third party and forwarded to the application associated with the information. The communication flow expression comprises at least one recipient for the notification. The identified users may be required to have appropriate privileges associated with the information before being added to the communication flow expression.
    Type: Grant
    Filed: November 30, 2004
    Date of Patent: June 8, 2010
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, Patrick Tendick, John Hamilton Slye, Qian Yang
  • Publication number: 20090030936
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information. A list of one or more subscribable objects is provided to one or more of the users; a subscription request is received from one or more of the users based on at least one of the subscribable objects; and a determination is made as to whether a user providing a subscription request has a privilege to subscribe to the subscribable object. The list optionally comprises only subscribable objects that the user is privileged to subscribe to. Once one or more users are identified that entered a subscription that matches the notification information, a determination is made as to whether the identified users have appropriate privileges associated with the information before a notification containing the information is sent to the identified users.
    Type: Application
    Filed: October 1, 2008
    Publication date: January 29, 2009
    Inventors: Joann J. Ordille, Patrick Tendick, Qian Yang
  • Publication number: 20070127695
    Abstract: A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.
    Type: Application
    Filed: December 2, 2005
    Publication date: June 7, 2007
    Inventors: Nilay Noyan, Henry Paddock, Patrick Tendick
  • Publication number: 20050232401
    Abstract: Methods and apparatus are provided for dynamically adjusting membership of a communication flow expression in a notification and response system. A message is provided from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths. The communication flow is controlled by a communication flow expression that contains at least one primitive keyword for dynamically adjusting the at least one recipient. A plurality of the recipients included in the communication flow form an instant focus group. The recipients in the instant focus group can be notified of other recipients in the instant focus group and/or receive the responses of other recipients in the instant focus group. The communication flow expression contains primitive keywords for adding and removing recipients in the communication flow.
    Type: Application
    Filed: March 17, 2005
    Publication date: October 20, 2005
    Inventors: Joann Ordille, John Slye, Patrick Tendick, David Weiss
  • Publication number: 20050223070
    Abstract: Methods and apparatus are disclosed for automatic notification and response based on communication flow expressions having dynamic context. A message is provided from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths. The communication flow is controlled by a communication flow expression having a dynamic context, wherein the communication flow expression contains at least one primitive keyword indicating how the message should be processed. The dynamic context of the communication flow expression may be established using one or more labels or a context function. A number of primitive keywords are provided that allow a communication flow expression to react to a dynamic context.
    Type: Application
    Filed: March 17, 2005
    Publication date: October 6, 2005
    Inventors: Joann Ordille, John Slye, Patrick Tendick, Qian Yang
  • Publication number: 20050210062
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information, where the information has a plurality of attributes. A plurality of subscribable objects are provided to one or more of the users, where each of the subscribable objects comprises one or more of the plurality of attributes as required attributes and zero or more of the attributes as optional attributes. Subscription requests are received from one or more of the users based on at least one of the subscribable objects. The plurality of subscribable objects are based, for example, on a set of predefined templates. The predefined templates identify each of the plurality of attributes as a required attribute or an optional attribute. Each of the attributes is presented to a user using a display format selected based on a cardinality of the corresponding attribute. For example, the display format for a given attribute may comprise one or more of a user entry, a scrollable list and a check box.
    Type: Application
    Filed: November 30, 2004
    Publication date: September 22, 2005
    Inventors: Joann Ordille, Nina Tandon, Patrick Tendick, Qian Yang
  • Publication number: 20050209990
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information. A list of one or more subscribable objects is provided to one or more of the users; a subscription request is received from one or more of the users based on at least one of the subscribable objects; and a determination is made as to whether a user providing a subscription request has a privilege to subscribe to the subscribable object. The list optionally comprises only subscribable objects that the user is privileged to subscribe to. Once one or more users are identified that entered a subscription that matches the notification information, a determination is made as to whether the identified users have appropriate privileges associated with the information before a notification containing the information is sent to the identified users.
    Type: Application
    Filed: November 30, 2004
    Publication date: September 22, 2005
    Inventors: Joann Ordille, Patrick Tendick, Qian Yang
  • Publication number: 20050208941
    Abstract: Methods and apparatus are disclosed for notifying one or more users of information. One or more users are identified that have entered a subscription that matches the information; and a communication flow expression is generated that contains at least one primitive keyword indicating how a notification to the identified users should be processed. The communication flow expression may be provided, for example, to a third party for delivery. Typically, a request identifier is received back from the third party and forwarded to the application associated with the information. The communication flow expression comprises at least one recipient for the notification. The identified users may be required to have appropriate privileges associated with the information before being added to the communication flow expression.
    Type: Application
    Filed: November 30, 2004
    Publication date: September 22, 2005
    Inventors: Joann Ordille, Patrick Tendick, John Slye, Qian Yang