Patents by Inventor Tony McCormack

Tony McCormack 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).

  • Patent number: 10298765
    Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
    Type: Grant
    Filed: October 17, 2014
    Date of Patent: May 21, 2019
    Assignee: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack
  • Publication number: 20190141185
    Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.
    Type: Application
    Filed: January 2, 2019
    Publication date: May 9, 2019
    Inventors: Jeffrey D. Hodson, John H. Yoakum, Tony McCormack
  • Patent number: 10282213
    Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.
    Type: Grant
    Filed: June 3, 2013
    Date of Patent: May 7, 2019
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
  • Patent number: 10218841
    Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.
    Type: Grant
    Filed: June 30, 2015
    Date of Patent: February 26, 2019
    Assignee: Avaya Inc.
    Inventors: Jeffrey D. Hodson, John H. Yoakum, Tony McCormack
  • Patent number: 10154391
    Abstract: Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.
    Type: Grant
    Filed: July 27, 2015
    Date of Patent: December 11, 2018
    Assignee: Avaya Inc.
    Inventors: John H. Yoakum, Tony McCormack
  • Patent number: 10079937
    Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.
    Type: Grant
    Filed: May 27, 2014
    Date of Patent: September 18, 2018
    Assignee: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack
  • Patent number: 9986097
    Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
    Type: Grant
    Filed: November 5, 2014
    Date of Patent: May 29, 2018
    Assignee: Avaya Inc.
    Inventors: Desmond Kirrane, Paul D'Arcy, Tony McCormack
  • Publication number: 20180124246
    Abstract: A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.
    Type: Application
    Filed: December 28, 2017
    Publication date: May 3, 2018
    Inventors: Neil O'Connor, Tony McCormack, Dawid Nowak
  • Patent number: 9961120
    Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.
    Type: Grant
    Filed: October 1, 2015
    Date of Patent: May 1, 2018
    Assignee: Avaya Inc.
    Inventors: Parameshwaran Krishnan, Tony McCormack, Navjot Singh
  • Patent number: 9912814
    Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.
    Type: Grant
    Filed: June 26, 2015
    Date of Patent: March 6, 2018
    Assignee: Avaya Inc.
    Inventors: John H. Yoakum, Tony McCormack
  • Patent number: 9883032
    Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.
    Type: Grant
    Filed: August 4, 2014
    Date of Patent: January 30, 2018
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, John H. Yoakum
  • Patent number: 9871923
    Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.
    Type: Grant
    Filed: November 25, 2014
    Date of Patent: January 16, 2018
    Assignee: Avaya Inc.
    Inventors: James Hickey, Tony McCormack, Paul D'Arcy, Neil O'Connor
  • Patent number: 9826095
    Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.
    Type: Grant
    Filed: January 22, 2014
    Date of Patent: November 21, 2017
    Assignee: Avaya Inc.
    Inventors: Paul D'Arcy, Paul Denby, Tony McCormack
  • Patent number: 9781268
    Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.
    Type: Grant
    Filed: May 30, 2014
    Date of Patent: October 3, 2017
    Assignee: Avaya Inc.
    Inventors: Peter Flannery, Paul D'Arcy, Tony McCormack
  • Patent number: 9699121
    Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.
    Type: Grant
    Filed: April 28, 2015
    Date of Patent: July 4, 2017
    Assignee: Avaya Inc.
    Inventors: John H. Yoakum, Jeffrey D. Hodson, Tony McCormack
  • Patent number: 9699256
    Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.
    Type: Grant
    Filed: September 28, 2012
    Date of Patent: July 4, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Paul D'Arcy, Tony McCormack
  • Publication number: 20170180554
    Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.
    Type: Application
    Filed: December 21, 2015
    Publication date: June 22, 2017
    Inventors: Tony McCORMACK, David SKIBA, John H. YOAKUM
  • Patent number: 9674360
    Abstract: In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.
    Type: Grant
    Filed: April 19, 2012
    Date of Patent: June 6, 2017
    Assignee: Avaya Inc.
    Inventors: Michael Hartman, Neil O'Connor, Tony McCormack, Thomas Howley
  • Publication number: 20170142128
    Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.
    Type: Application
    Filed: November 17, 2015
    Publication date: May 18, 2017
    Inventors: Tony McCORMACK, John H. YOAKUM, David SKIBA
  • Patent number: 9635061
    Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.
    Type: Grant
    Filed: March 24, 2013
    Date of Patent: April 25, 2017
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Desmond Kirrane, Paul D'Arcy