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: 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
  • Patent number: 9628625
    Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.
    Type: Grant
    Filed: November 26, 2014
    Date of Patent: April 18, 2017
    Assignee: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack, Joseph Smyth
  • Patent number: 9621728
    Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.
    Type: Grant
    Filed: October 11, 2013
    Date of Patent: April 11, 2017
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Paul D'Arcy, Paul Denby
  • Patent number: 9591134
    Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.
    Type: Grant
    Filed: May 15, 2014
    Date of Patent: March 7, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Robert C. Steiner, John McGreevy, Tony McCormack
  • Publication number: 20170034680
    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: Application
    Filed: July 27, 2015
    Publication date: February 2, 2017
    Inventors: John H. Yoakum, Tony McCormack
  • Publication number: 20170024671
    Abstract: A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.
    Type: Application
    Filed: July 21, 2015
    Publication date: January 26, 2017
    Inventors: Tony McCORMACK, John H. YOAKUM, Joe SMYTH
  • Publication number: 20170006158
    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: June 30, 2015
    Publication date: January 5, 2017
    Inventors: Jeffrey D. Hodson, John H. Yoakum, Tony McCormack
  • Publication number: 20160381221
    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: Application
    Filed: June 26, 2015
    Publication date: December 29, 2016
    Inventors: John H. Yoakum, Tony McCormack
  • Patent number: 9525776
    Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.
    Type: Grant
    Filed: January 6, 2015
    Date of Patent: December 20, 2016
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, John McGreevy
  • Publication number: 20160364672
    Abstract: Mechanisms for controlling a light system are provided. A first business metric value is received that quantifies a business metric relevant to a business-related entity at a respective time. An illumination state of a plurality of different illumination states of the light system based on the first business metric value is determined. Each illumination state corresponds to an emission of a pattern of electromagnetic radiation of a plurality of different patterns of electromagnetic radiation. The light system is positioned in a location associated with the business-related entity. The light system is signaled to enter the first illumination state.
    Type: Application
    Filed: June 10, 2015
    Publication date: December 15, 2016
    Inventors: Tony McCormack, John H. Yoakum, Neil O'Connor
  • Publication number: 20160358114
    Abstract: The embodiments relate to the presentation of business and personal performance quantifiers of a user in association with each other. In a non-limiting embodiment, the business and personal performance quantifiers of the user are presented relative to a particular period of time. The embodiments allow the user to assess if a cause-effect relationship exists between the business and personal performance quantifiers. As a result, the user may modify a personal and/or a business activity in order to improve a personal and/or business performance. A method provided includes a personal computing device receiving, over a first period of time, business activity performance quantifiers, receiving, over the first period of time, personal activity quantifiers of the user, generating a dashboard view comprising a visual representation of the business activity performance quantifiers and the personal activity quantifiers relative to the first period of time, and presenting the dashboard view on a display device.
    Type: Application
    Filed: June 3, 2015
    Publication date: December 8, 2016
    Inventors: John H. Yoakum, Tony McCormack, Cynthia S. Mitchell
  • Publication number: 20160321584
    Abstract: A device and method performs a team continuity. The method determines a continuation procedure to continue handling a requested service, the requested service handled by a first team including first members, the continuation procedure determined based upon first attributes of the requested service at a first time and second attributes of the requested service at a second time. The method determines a second team including a second member and at least one of the first members, the second member being exclusive of the first members. The method automatically generates continuation data as a function of the continuation procedure, a progress thereof, the first team, and the second team, the continuation data including hand-off data to transition the handling of the service from the first team to the second team. The method transmits the continuation data to the second team.
    Type: Application
    Filed: April 30, 2015
    Publication date: November 3, 2016
    Inventors: Tony MCCORMACK, Neil O'CONNOR, Dawid NOWAK
  • Publication number: 20160321597
    Abstract: A device and method forms a team to be assigned to a requested service. The method as performed by a team service device includes receiving members of a service provider and the requested service, the members being selectable in forming a team. The method includes determining at least one attribute based upon the requested service. The method includes determining candidate teams where each one of the candidate teams includes at least one of the members, the at least one member collectively having the at least one attribute of the requested service. The method includes determining a respective proficiency value associated with each of the candidate teams, the proficiency value being indicative of a proficiency of each of the candidate teams in handling the requested service. The method includes selecting one of the candidate teams to be assigned in handling the requested service which has a highest proficiency value.
    Type: Application
    Filed: April 30, 2015
    Publication date: November 3, 2016
    Inventors: Tony McCORMACK, Neil O'CONNOR, Paul D'ARCY
  • Publication number: 20160323210
    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: Application
    Filed: April 28, 2015
    Publication date: November 3, 2016
    Inventors: John H. Yoakum, Jeffrey D. Hodson, Tony McCormack
  • Patent number: 9473639
    Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.
    Type: Grant
    Filed: November 5, 2014
    Date of Patent: October 18, 2016
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Joseph Smyth, Paul D'Arcy
  • Publication number: 20160295019
    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: March 31, 2015
    Publication date: October 6, 2016
    Inventors: Neil O'Connor, Tony McCormack, Dawid Nowak
  • Patent number: 9455930
    Abstract: A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.
    Type: Grant
    Filed: June 16, 2014
    Date of Patent: September 27, 2016
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Paul D'Arcy, John French
  • Publication number: 20160269258
    Abstract: A computing system for managing at least one communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session. The system further includes a resource selection module for selecting at least one resource from one or more resources in the enterprise, wherein the at least one resource is selected by polling the one or more resources to associate the one or more resources with the one or more parameters. The system further includes a database for storing the association of the one or more parameters with the at least one selected resource. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.
    Type: Application
    Filed: March 10, 2015
    Publication date: September 15, 2016
    Inventors: John McGreevy, Neil O'Connor, Tony McCormack
  • Patent number: 9413890
    Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.
    Type: Grant
    Filed: January 8, 2014
    Date of Patent: August 9, 2016
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Paul D'Arcy, David McGlynn
  • Publication number: 20160212185
    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: Application
    Filed: October 1, 2015
    Publication date: July 21, 2016
    Inventors: Parameshwaran Krishnan, Tony McCormack, Navjot Singh