Patents by Inventor Shawn J. Hadley

Shawn J. Hadley 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).

  • Tiered call routing
    Patent number: 9247064
    Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
    Type: Grant
    Filed: July 12, 2013
    Date of Patent: January 26, 2016
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
  • Contact center call back
    Patent number: 9020131
    Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.
    Type: Grant
    Filed: February 10, 2014
    Date of Patent: April 28, 2015
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham
  • Call occupancy management
    Patent number: 9020133
    Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.
    Type: Grant
    Filed: December 13, 2012
    Date of Patent: April 28, 2015
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
  • TIERED CALL ROUTING
    Publication number: 20150016600
    Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
    Type: Application
    Filed: July 12, 2013
    Publication date: January 15, 2015
    Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
  • CALL OCCUPANCY MANAGEMENT
    Publication number: 20140169549
    Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.
    Type: Application
    Filed: December 13, 2012
    Publication date: June 19, 2014
    Applicant: VERIZON PATENT AND LICENSING INC.
    Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
  • CONTACT CENTER CALL BACK
    Publication number: 20140153703
    Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.
    Type: Application
    Filed: February 10, 2014
    Publication date: June 5, 2014
    Applicant: Verizon Patent and Licensing Inc.
    Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham