Patents by Inventor Sara Hildebrandt Kiefhaber

Sara Hildebrandt Kiefhaber 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).

  • Data model of participation in multi-channel and multi-party contacts
    Patent number: 8731177
    Abstract: The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
    Type: Grant
    Filed: October 1, 2008
    Date of Patent: May 20, 2014
    Assignee: Avaya Inc.
    Inventors: Sara Hildebrandt Kiefhaber, Robert W. Snyder, Robin Donald Taylor, David Zanoni