Patents by Inventor Tom Eustace

Tom Eustace 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).

  • Automatic contact center expansion and contraction
    Patent number: 9516169
    Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.
    Type: Grant
    Filed: December 5, 2014
    Date of Patent: December 6, 2016
    Assignee: Avaya Inc.
    Inventors: John Reilly, Dawid Nowak, John McGreevy, Siobhán Dervan, Tom Eustace
  • AUTOMATIC CONTACT CENTER EXPANSION AND CONTRACTION
    Publication number: 20160165052
    Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.
    Type: Application
    Filed: December 5, 2014
    Publication date: June 9, 2016
    Inventors: John Reilly, Dawid Nowak, John McGreevy, Siobhán Dervan, Tom Eustace