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).

  • Publication number: 20150350430
    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: Application
    Filed: May 27, 2014
    Publication date: December 3, 2015
    Applicant: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack
  • Publication number: 20150350445
    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: Application
    Filed: May 30, 2014
    Publication date: December 3, 2015
    Applicant: Avaya Inc.
    Inventors: Peter Flannery, Paul D'Arcy, Tony McCormack
  • Publication number: 20150350442
    Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.
    Type: Application
    Filed: June 3, 2014
    Publication date: December 3, 2015
    Inventors: Neil O'Connor, Robert C. Steiner, Tony McCormack, John McGreevy
  • Patent number: 9197580
    Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.
    Type: Grant
    Filed: June 27, 2013
    Date of Patent: November 24, 2015
    Assignee: Avaya Inc.
    Inventors: Gene Masaru Uba, Robert C. Steiner, Tony McCormack
  • Publication number: 20150334233
    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: Application
    Filed: May 15, 2014
    Publication date: November 19, 2015
    Applicant: Avaya Inc.
    Inventors: Neil O'Connor, Robert C. Steiner, John McGreevy, Tony McCormack
  • Patent number: 9172810
    Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.
    Type: Grant
    Filed: June 27, 2013
    Date of Patent: October 27, 2015
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Siobhán Dervan, Paul D'Arcy
  • Publication number: 20150207937
    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: Application
    Filed: January 22, 2014
    Publication date: July 23, 2015
    Applicant: Avaya Inc.
    Inventors: Paul D'Arcy, Paul Denby, Tony McCormack
  • Patent number: 9083806
    Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.
    Type: Grant
    Filed: September 28, 2012
    Date of Patent: July 14, 2015
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Paul D'Arcy, Neil O'Connor, Sean Burke, Joseph Smyth
  • Publication number: 20150195405
    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: Application
    Filed: January 8, 2014
    Publication date: July 9, 2015
    Applicant: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Paul D'Arcy, David McGlynn
  • Publication number: 20150195404
    Abstract: An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.
    Type: Application
    Filed: January 7, 2014
    Publication date: July 9, 2015
    Applicant: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, James Bourke, Sean Corcoran
  • Publication number: 20150170236
    Abstract: A system for authenticating an agent-initiated interaction between a customer and an agent is provided. A secure code generation module to generate a first secure code for an agent-initiated interaction between a customer and an agent and to provide the first secure code to an agent device; and a secure code verification module to receive a second secure code from an authentication device, determine whether the second secure code corresponds to the first secure code, and to provide an indication that the second secure code corresponds to the first secure code based on the determination that the second secure code corresponds to the first secure code or provide an indication that the second secure code does not correspond to the first secure code based on the determination that the second secure code does not correspond to the first secure code is disclosed.
    Type: Application
    Filed: December 12, 2013
    Publication date: June 18, 2015
    Applicant: Avaya Inc.
    Inventors: Neil O'Connor, Dawid Nowak, Tony McCormack
  • Publication number: 20150128145
    Abstract: A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed.
    Type: Application
    Filed: November 5, 2013
    Publication date: May 7, 2015
    Applicant: Avaya Inc.
    Inventors: Joseph Smyth, Paul D'Arcy, Neil O'Connor, Dawid Nowak, Tony McCormack
  • Patent number: 9024993
    Abstract: A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
    Type: Grant
    Filed: December 27, 2011
    Date of Patent: May 5, 2015
    Assignee: RPX Clearinghouse LLC
    Inventors: Patrick Hession, Tony McCormack, John Costello, Frank McGuire
  • Patent number: 9020134
    Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.
    Type: Grant
    Filed: October 4, 2013
    Date of Patent: April 28, 2015
    Assignee: Avaya, Inc.
    Inventors: Tony McCormack, Fintan Hynes, Paul D'Arcy
  • Patent number: 9015322
    Abstract: Access to a resource in a virtual environment is controllably granted by: a) receiving, from a user of the environment, a request for access to the resource; b) allocating the request to a queue of requests for the resource; c) determining a maximum permissible rate of access of users to the resource; d) providing a mechanism which is operable to grant users of the virtual environment with access to the resource at a rate no greater than the maximum permissible rate; e) allocating requests from the queue to the mechanism at a controlled allocation rate no greater than the maximum permissible rate; f) upon allocation of the request from the user to the mechanism, the mechanism granting the user with access to the resource within the virtual environment.
    Type: Grant
    Filed: December 30, 2008
    Date of Patent: April 21, 2015
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Joseph Smyth
  • Publication number: 20150103995
    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: Application
    Filed: October 11, 2013
    Publication date: April 16, 2015
    Applicant: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, Paul D'Arcy, Paul Denby
  • Publication number: 20150098560
    Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.
    Type: Application
    Filed: October 4, 2013
    Publication date: April 9, 2015
    Applicant: Avaya Inc.
    Inventors: Tony McCormack, Fintan Hynes, Paul D'Arcy
  • Patent number: 8954517
    Abstract: A method and apparatus for delegating a message. An audio message from a prioritized list of audio messages is received by a computing device. The audio message identifies a first sender designated priority and a first recipient prioritization attribute. A delegate for responding to the audio message is determined. A delegation action identifier identifying a delegation action of a plurality of delegation actions is determined. A first delegation action directs a delegate to generate a response and send the response to the sender without notifying a delegator. A second delegation action directs the delegate to generate the response and send the response to both the sender and the delegator. A third delegation action directs the delegate to generate the response and send the response to the delegator.
    Type: Grant
    Filed: December 29, 2010
    Date of Patent: February 10, 2015
    Assignee: Avaya Inc.
    Inventors: John H. Yoakum, Tony McCormack
  • Patent number: 8953765
    Abstract: According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.
    Type: Grant
    Filed: June 14, 2012
    Date of Patent: February 10, 2015
    Assignee: Rockstar Consortium US LP
    Inventors: Neil O'Connor, Tony McCormack
  • Patent number: 8948369
    Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.
    Type: Grant
    Filed: June 24, 2013
    Date of Patent: February 3, 2015
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Tony McCormack