Patents by Inventor Tom MacDonald

Tom MacDonald 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).

  • Call routing management based on caller language
    Patent number: 8270592
    Abstract: An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.
    Type: Grant
    Filed: December 22, 2005
    Date of Patent: September 18, 2012
    Assignee: TeleTech Holdings, Inc.
    Inventors: Bruce Sharpe, Tom MacDonald
  • Call routing management based on caller language
    Publication number: 20070147599
    Abstract: An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.
    Type: Application
    Filed: December 22, 2005
    Publication date: June 28, 2007
    Inventors: Bruce Sharpe, Tom MacDonald