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).

  • Patent number: 10356242
    Abstract: 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: Grant
    Filed: January 19, 2015
    Date of Patent: July 16, 2019
    Assignee: Avaya Inc.
    Inventors: Thomas J. Moran, Ronan Fox, Neil O'Connor, Paul D'Arcy, Liam Loftus
  • Publication number: 20190208062
    Abstract: 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: Application
    Filed: March 13, 2019
    Publication date: July 4, 2019
    Inventors: Shmuel Shaffer, Seamus Hayes, Paul D'Arcy
  • Patent number: 10282213
    Abstract: 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: Grant
    Filed: June 3, 2013
    Date of Patent: May 7, 2019
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
  • Patent number: 10270914
    Abstract: 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: Grant
    Filed: June 12, 2014
    Date of Patent: April 23, 2019
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Seamus Hayes, Paul D'Arcy
  • Publication number: 20190058744
    Abstract: 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: Application
    Filed: August 17, 2017
    Publication date: February 21, 2019
    Inventors: Neil O'Connor, John H. Yoakum, Paul D'Arcy
  • Publication number: 20180352088
    Abstract: 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: Application
    Filed: August 8, 2018
    Publication date: December 6, 2018
    Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
  • Patent number: 10122859
    Abstract: 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: Grant
    Filed: December 16, 2014
    Date of Patent: November 6, 2018
    Assignee: Avaya Inc.
    Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
  • Patent number: 9986097
    Abstract: 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: Grant
    Filed: November 5, 2014
    Date of Patent: May 29, 2018
    Assignee: Avaya Inc.
    Inventors: Desmond Kirrane, Paul D'Arcy, Tony McCormack
  • Patent number: 9871923
    Abstract: 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: Grant
    Filed: November 25, 2014
    Date of Patent: January 16, 2018
    Assignee: Avaya Inc.
    Inventors: James Hickey, Tony McCormack, Paul D'Arcy, Neil O'Connor
  • Patent number: 9826095
    Abstract: 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: Grant
    Filed: January 22, 2014
    Date of Patent: November 21, 2017
    Assignee: Avaya Inc.
    Inventors: Paul D'Arcy, Paul Denby, Tony McCormack
  • Patent number: 9781268
    Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.
    Type: Grant
    Filed: May 30, 2014
    Date of Patent: October 3, 2017
    Assignee: Avaya Inc.
    Inventors: Peter Flannery, Paul D'Arcy, Tony McCormack
  • Patent number: 9766894
    Abstract: A chaining bit decoder of a computer processor receives an instruction stream. The chaining bit decoder selects a group of instructions from the instruction stream. The chaining bit decoder extracts a designated bit from each instruction of the instruction stream to produce a sequence of chaining bits. The chaining bit decoder decodes the sequence of chaining bits. The chaining bit decoder identifies zero or more instruction stream dependencies among the selected group of instructions in view of the decoded sequence of chaining bits. The chaining bit decoder outputs control signals to cause one or more pipelines stages of the processor to execute the selected group of instructions in view of the identified zero or more instruction stream dependencies among the group sequence of instructions.
    Type: Grant
    Filed: November 12, 2014
    Date of Patent: September 19, 2017
    Assignee: Optimum Semiconductor Technologies, Inc.
    Inventors: C. John Glossner, Gary J. Nacer, Murugappan Senthilvelan, Vitaly Kalashnikov, Arthur J. Hoane, Paul D'Arcy, Sabin D. Iancu, Shenghong Wang
  • Patent number: 9699256
    Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.
    Type: Grant
    Filed: September 28, 2012
    Date of Patent: July 4, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Paul D'Arcy, Tony McCormack
  • Patent number: 9635061
    Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.
    Type: Grant
    Filed: March 24, 2013
    Date of Patent: April 25, 2017
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Desmond Kirrane, Paul D'Arcy
  • Patent number: 9621728
    Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.
    Type: Grant
    Filed: October 11, 2013
    Date of Patent: April 11, 2017
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Paul D'Arcy, Paul Denby
  • Patent number: 9558000
    Abstract: A processing device identifies a set of software threads having instructions waiting to issue. For each software thread in the set of the software threads, the processing device binds the software thread to an available hardware context in a set of hardware contexts and stores an identifier of the available hardware context bound to the software thread to a next available entry in an ordered list. The processing device reads an identifier stored in an entry of the ordered list. Responsive to an instruction associated with the identifier having no dependencies with any other instructions among the instructions waiting to issue, the processing device issues the instruction waiting to issue to the hardware context associated with the identifier.
    Type: Grant
    Filed: November 12, 2014
    Date of Patent: January 31, 2017
    Assignee: Optimum Semiconductor Technologies, Inc.
    Inventors: C. John Glossner, Gary J. Nacer, Murugappan Senthilvelan, Vitaly Kalashnikov, Arthur J. Hoane, Paul D'Arcy, Sabin D. Iancu, Shenghong Wang
  • Patent number: 9549070
    Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
    Type: Grant
    Filed: February 12, 2015
    Date of Patent: January 17, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Ronan Fox, Paul D'Arcy, Liam Loftus, Tommy Moran
  • Patent number: 9542657
    Abstract: A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
    Type: Grant
    Filed: July 25, 2011
    Date of Patent: January 10, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Paul D'Arcy, Seamus Hayes
  • Patent number: 9503680
    Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.
    Type: Grant
    Filed: December 23, 2015
    Date of Patent: November 22, 2016
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Liam Loftus, Paul D'Arcy, Paul Kelly, Sean Burke
  • Publication number: 20160321597
    Abstract: A device and method forms a team to be assigned to a requested service. The method as performed by a team service device includes receiving members of a service provider and the requested service, the members being selectable in forming a team. The method includes determining at least one attribute based upon the requested service. The method includes determining candidate teams where each one of the candidate teams includes at least one of the members, the at least one member collectively having the at least one attribute of the requested service. The method includes determining a respective proficiency value associated with each of the candidate teams, the proficiency value being indicative of a proficiency of each of the candidate teams in handling the requested service. The method includes selecting one of the candidate teams to be assigned in handling the requested service which has a highest proficiency value.
    Type: Application
    Filed: April 30, 2015
    Publication date: November 3, 2016
    Inventors: Tony McCORMACK, Neil O'CONNOR, Paul D'ARCY