Patents by Inventor Russell K. Pierce

Russell K. Pierce 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).

  • System and method for providing service by a first agent while waiting for a second agent
    Patent number: 9083805
    Abstract: System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact.
    Type: Grant
    Filed: September 6, 2011
    Date of Patent: July 14, 2015
    Assignee: Avaya Inc.
    Inventors: Russell K. Pierce, Joylee E. Kohler, Katherine Sobus
  • SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT
    Publication number: 20130058475
    Abstract: System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact.
    Type: Application
    Filed: September 6, 2011
    Publication date: March 7, 2013
    Applicant: Avaya Inc.
    Inventors: Russell K. Pierce, Joylee E. Kohler, Katherine Sobus