Patents by Inventor Paul D'Arcy
Paul D'Arcy 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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Patent number: 11533398Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: GrantFiled: August 21, 2019Date of Patent: December 20, 2022Assignee: Avaya Inc.Inventors: Liam Loftus, Neil O'Connor, Tommy Moran, Seamus Hayes, Paul D'Arcy
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Patent number: 10951760Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.Type: GrantFiled: June 5, 2019Date of Patent: March 16, 2021Assignee: Avaya Inc.Inventors: Thomas J. Moran, Ronan Fox, Neil O'Connor, Paul D'Arcy, Liam Loftus
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Patent number: 10944868Abstract: A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.Type: GrantFiled: July 10, 2009Date of Patent: March 9, 2021Assignee: Avaya Inc.Inventors: Paul D'Arcy, Seamus Hayes
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Patent number: 10862929Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.Type: GrantFiled: October 11, 2019Date of Patent: December 8, 2020Assignee: Avaya, Inc.Inventors: Neil O'Connor, John H. Yoakum, Paul D'Arcy
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Patent number: 10609219Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: GrantFiled: August 8, 2018Date of Patent: March 31, 2020Assignee: Avaya Inc.Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Publication number: 20200045092Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.Type: ApplicationFiled: October 11, 2019Publication date: February 6, 2020Inventors: Neil O'Connor, John H. Yoakum, Paul D'Arcy
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Patent number: 10516706Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.Type: GrantFiled: August 17, 2017Date of Patent: December 24, 2019Assignee: Avaya Inc.Inventors: Neil O'Connor, John H. Yoakum, Paul D'Arcy
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Publication number: 20190379790Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: ApplicationFiled: August 21, 2019Publication date: December 12, 2019Inventors: Liam LOFTUS, Neil O'CONNOR, Tommy MORAN, Seamus HAYES, Paul D'ARCY
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Patent number: 10425534Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: GrantFiled: March 30, 2015Date of Patent: September 24, 2019Assignee: Avaya, Inc.Inventors: Liam Loftus, Neil O'Connor, Tommy Moran, Seamus Hayes, Paul D'Arcy
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Publication number: 20190289130Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.Type: ApplicationFiled: June 5, 2019Publication date: September 19, 2019Inventors: Thomas J. Moran, Ronan Fox, Neil O'Connor, Paul D'Arcy, Liam Loftus
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Patent number: 10356242Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.Type: GrantFiled: January 19, 2015Date of Patent: July 16, 2019Assignee: Avaya Inc.Inventors: Thomas J. Moran, Ronan Fox, Neil O'Connor, Paul D'Arcy, Liam Loftus
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Publication number: 20190208062Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.Type: ApplicationFiled: March 13, 2019Publication date: July 4, 2019Inventors: Shmuel Shaffer, Seamus Hayes, Paul D'Arcy
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Patent number: 10282213Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.Type: GrantFiled: June 3, 2013Date of Patent: May 7, 2019Assignee: Avaya Inc.Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
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Patent number: 10270914Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.Type: GrantFiled: June 12, 2014Date of Patent: April 23, 2019Assignee: Avaya Inc.Inventors: Shmuel Shaffer, Seamus Hayes, Paul D'Arcy
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Publication number: 20190058744Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.Type: ApplicationFiled: August 17, 2017Publication date: February 21, 2019Inventors: Neil O'Connor, John H. Yoakum, Paul D'Arcy
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Publication number: 20180352088Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: ApplicationFiled: August 8, 2018Publication date: December 6, 2018Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Patent number: 10122859Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: GrantFiled: December 16, 2014Date of Patent: November 6, 2018Assignee: Avaya Inc.Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Patent number: 9986097Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.Type: GrantFiled: November 5, 2014Date of Patent: May 29, 2018Assignee: Avaya Inc.Inventors: Desmond Kirrane, Paul D'Arcy, Tony McCormack
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Patent number: 9871923Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.Type: GrantFiled: November 25, 2014Date of Patent: January 16, 2018Assignee: Avaya Inc.Inventors: James Hickey, Tony McCormack, Paul D'Arcy, Neil O'Connor
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Patent number: 9826095Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.Type: GrantFiled: January 22, 2014Date of Patent: November 21, 2017Assignee: Avaya Inc.Inventors: Paul D'Arcy, Paul Denby, Tony McCormack