Patents by Inventor Peter Flannery
Peter Flannery 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: 10902083Abstract: A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.Type: GrantFiled: June 12, 2014Date of Patent: January 26, 2021Assignee: Avaya Inc.Inventors: Peter Flannery, Cathal Mac Donnacha, Lee Malcolm
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Patent number: 9781268Abstract: 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: GrantFiled: May 30, 2014Date of Patent: October 3, 2017Assignee: Avaya Inc.Inventors: Peter Flannery, Paul D'Arcy, Tony McCormack
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Publication number: 20160094411Abstract: An optimization computer system for optimizing performance of at least one agent in an enterprise is disclosed. The system includes a monitoring module configured to monitor one or more performance parameters of the at least one agent, wherein the at least one agent is managing one or more work requests. The optimization system further includes a computing module configured to compute at least one score for each of the one or more performance parameters and compare the at least one score with one or more predefined thresholds associated with the one or more performance parameters. The optimization system further includes a work management module configured to manage the one or more work requests assigned to the at least one agent based on comparison of the at least one score with the one or more predefined thresholds.Type: ApplicationFiled: September 25, 2014Publication date: March 31, 2016Inventors: Fergal Brennan, Peter Flannery, David Saunders
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Publication number: 20150363736Abstract: A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.Type: ApplicationFiled: June 12, 2014Publication date: December 17, 2015Inventors: Peter Flannery, Cathal Mac Donnacha, Lee Malcolm
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Publication number: 20150350445Abstract: 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: ApplicationFiled: May 30, 2014Publication date: December 3, 2015Applicant: Avaya Inc.Inventors: Peter Flannery, Paul D'Arcy, Tony McCormack
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Patent number: 8873737Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.Type: GrantFiled: March 7, 2011Date of Patent: October 28, 2014Assignee: Avaya Inc.Inventors: Thomas Moran, David Murray, John Costello, Peter Flannery, Hugh Tynan, Enda Dooley
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Publication number: 20140016769Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.Type: ApplicationFiled: September 19, 2013Publication date: January 16, 2014Applicant: Rockstar Consortium US LPInventors: Peter FLANNERY, Enda DOOLEY, Padraic WALSH, Martin KENIRONS
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Patent number: 8559616Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.Type: GrantFiled: September 21, 2012Date of Patent: October 15, 2013Assignee: Rockstar Consortium US LPInventors: Peter Flannery, Enda Dooley, Padraic Walsh, Martin Kenirons
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Publication number: 20130269005Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.Type: ApplicationFiled: June 6, 2013Publication date: October 10, 2013Inventors: Peter FLANNERY, Enda DOOLEY, Padraic WALSH, Martin KENIRONS
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Publication number: 20130016824Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.Type: ApplicationFiled: September 21, 2012Publication date: January 17, 2013Applicant: ROCKSTAR BIDCO L.P.Inventors: Peter FLANNERY, Enda DOOLEY, Padraic WALSH, Martin Kenirons, Rockstar Bidco L.P.
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Publication number: 20120321072Abstract: Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to handle one more contact than they are currently handling, and making a routing decision which is at least partially based on this historical average measure of time.Type: ApplicationFiled: June 20, 2011Publication date: December 20, 2012Applicant: AVAYA INC.Inventors: Enda Dooley, Peter Flannery, Hugh Tynan, Padraic Walsh, David Saunders
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Patent number: 8275118Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by: a) determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal; b) if a license is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a license is determined not to be allocated to the service provider terminal, determining availability of a license from a pool of licenses; d) if a license is determined not to be available, refusing establishment of the communication channel; and e) if a license is determined to be available, allocating the license to the service provider terminal and allowing establishment of the communication channel.Type: GrantFiled: August 28, 2009Date of Patent: September 25, 2012Assignee: Rockstar Bidco, L.P.Inventors: Peter Flannery, Enda Dooley, Padraic Walsh, Martin Kenirons
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Publication number: 20120057691Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.Type: ApplicationFiled: March 7, 2011Publication date: March 8, 2012Applicant: AVAYA INC.Inventors: Thomas Moran, David Murray, John Costello, Peter Flannery, Hugh Tynan, Enda Dooley
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Publication number: 20110051921Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact centre and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by: a) determining whether a licence for a media type associated with the communication channel is allocated to the service provider terminal; b) if a licence is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a licence is determined not to be allocated to the service provider terminal, determining availability of a licence from a pool of licences; d) if a licence is determined not to be available, refusing establishment of the communication channel; and e) if a licence is determined to be available, allocating the licence to the service provider terminal and allowing establishment of the communication channel.Type: ApplicationFiled: August 28, 2009Publication date: March 3, 2011Applicant: Nortel NetworksInventors: Peter Flannery, Enda Dooley, Padraic Walsh, Martin Kenirons