Patents by Inventor Thomas L. Hemm
Thomas L. Hemm 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: 8873739Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.Type: GrantFiled: April 12, 2013Date of Patent: October 28, 2014Assignee: Avaya Inc.Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
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Patent number: 8457300Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.Type: GrantFiled: May 7, 2010Date of Patent: June 4, 2013Assignee: Avaya Inc.Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
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Publication number: 20100296646Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.Type: ApplicationFiled: May 7, 2010Publication date: November 25, 2010Applicant: AVAYA INC.Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
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Patent number: 7729490Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator.Type: GrantFiled: February 12, 2004Date of Patent: June 1, 2010Assignee: Avaya Inc.Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
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Patent number: 7711104Abstract: The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.Type: GrantFiled: September 20, 2004Date of Patent: May 4, 2010Assignee: Avaya Inc.Inventors: Andrew D. Flockhart, Kenneth R. Hackbarth, Thomas L. Hemm, Sarah Hildebrandt Kiefhaber, Joylee E. Kohler, Gary Edward Olmsted, Jill B. Ziobro
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Patent number: 7415417Abstract: The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer's state of mind.Type: GrantFiled: March 15, 2002Date of Patent: August 19, 2008Assignee: Avaya Technology Corp.Inventors: David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Joylee Kohler, Doree Duncan Seligmann
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Patent number: 7336779Abstract: The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the plurality of customers 110-118 simultaneously to the same resource and/or to each other. Participation in the sessions can be mandatory or optional. The sessions can be created continually or periodically, such as when the contact center 100 is in an session mode. The sessions can be closed or open to new customers after commencement.Type: GrantFiled: March 15, 2002Date of Patent: February 26, 2008Assignee: Avaya Technology Corp.Inventors: David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Joylee Kohler, Doree Duncan Seligmann
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Publication number: 20040193475Abstract: A contact center 100 is provided that includes an input 158 or 150 operable to receive a transaction for servicing by a contact center resource 122, 124, 126, 134, and 138, the transaction corresponding to a communication with a transaction initiator; a selector 220 operable to assign a service priority to the transaction, wherein the communication is disconnected before the transaction is serviced; and a contact manager 232 operable to maintain the assigned service priority for the transaction while the communication is disconnected.Type: ApplicationFiled: February 12, 2004Publication date: September 30, 2004Inventors: Thomas L. Hemm, Joylee E. Kohler, Rodney A. Thomson
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Publication number: 20030174830Abstract: The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the plurality of customers 110-118 simultaneously to the same resource and/or to each other. Participation in the sessions can be mandatory or optional. The sessions can be created continually or periodically, such as when the contact center 100 is in an session mode. The sessions can be closed or open to new customers after commencement.Type: ApplicationFiled: March 15, 2002Publication date: September 18, 2003Inventors: David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Joylee Kohler, Doree Duncan Seligmann
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Publication number: 20030177017Abstract: The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer's state of mind.Type: ApplicationFiled: March 15, 2002Publication date: September 18, 2003Inventors: David G. Boyer, Sally Cartwright, Susan K. Harkreader, Thomas L. Hemm, Joylee Kohler, Doree Duncan Seligmann