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: 8934477
    Abstract: A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays.
    Type: Grant
    Filed: April 2, 2009
    Date of Patent: January 13, 2015
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Paul D'Arcy, Patrick Hession
  • Patent number: 8934618
    Abstract: Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.
    Type: Grant
    Filed: December 29, 2008
    Date of Patent: January 13, 2015
    Assignee: Avaya Inc.
    Inventors: John Costello, Tony McCormack, John Yoakum
  • Patent number: 8929533
    Abstract: A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
    Type: Grant
    Filed: November 27, 2006
    Date of Patent: January 6, 2015
    Assignee: Rockstar Consortium US LP
    Inventors: Tony McCormack, Neil O'Connor, Arik Elberse, Patrick Hession
  • Publication number: 20150003604
    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: Application
    Filed: June 27, 2013
    Publication date: January 1, 2015
    Inventors: Tony McCormack, Siobhán Dervan, Paul D'Arcy
  • Publication number: 20150006947
    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: Application
    Filed: June 27, 2013
    Publication date: January 1, 2015
    Inventors: Gene Masaru Uba, Robert C. Steiner, Tony McCormack
  • Patent number: 8923501
    Abstract: A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.
    Type: Grant
    Filed: July 29, 2011
    Date of Patent: December 30, 2014
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Li Fang, Divakar Kumar Ray
  • Publication number: 20140376709
    Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.
    Type: Application
    Filed: June 24, 2013
    Publication date: December 25, 2014
    Inventors: Shmuel Shaffer, Tony McCormack
  • Publication number: 20140379890
    Abstract: An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.
    Type: Application
    Filed: June 20, 2013
    Publication date: December 25, 2014
    Inventors: Shmuel Shaffer, Tony McCormack
  • Publication number: 20140376710
    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: Application
    Filed: June 24, 2013
    Publication date: December 25, 2014
    Inventors: Shmuel Shaffer, Tony McCormack
  • Publication number: 20140358549
    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: Application
    Filed: June 3, 2013
    Publication date: December 4, 2014
    Applicant: Avaya Inc.
    Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
  • Patent number: 8881245
    Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.
    Type: Grant
    Filed: September 28, 2012
    Date of Patent: November 4, 2014
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Dara Geary, Tony McCormack
  • Publication number: 20140321635
    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: Application
    Filed: July 7, 2014
    Publication date: October 30, 2014
    Inventors: Neil O'CONNOR, Tony McCORMACK
  • Patent number: 8849907
    Abstract: A conference notification system in which potential participants to a conference re notified of relevant sections of the conference as they occur. Records are maintained of associations of persons to at least one or more conference section indicators, each indicator being uniquely associated with a conference section. The system identifies the current conference section and identifies persons associated with the current section, notifying them accordingly.
    Type: Grant
    Filed: March 31, 2006
    Date of Patent: September 30, 2014
    Assignee: Rockstar Consortium US LP
    Inventors: Patrick Hession, Tony McCormack, John Costello
  • Publication number: 20140289326
    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: Application
    Filed: March 24, 2013
    Publication date: September 25, 2014
    Applicant: Avaya Inc.
    Inventors: Tony McCormack, Desmond Kirrane, Paul D'Arcy
  • Publication number: 20140278951
    Abstract: A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database.
    Type: Application
    Filed: March 15, 2013
    Publication date: September 18, 2014
    Applicant: AVAYA INC.
    Inventors: Neil O'Connor, Tony McCormack, Paul D'Arcy
  • Patent number: 8806356
    Abstract: A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.
    Type: Grant
    Filed: October 27, 2011
    Date of Patent: August 12, 2014
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Neil O'Connor, John Yoakum
  • Publication number: 20140156326
    Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.
    Type: Application
    Filed: November 30, 2012
    Publication date: June 5, 2014
    Applicant: AVAYA INC.
    Inventors: Paul D'Arcy, Neil O'Connor, Tony McCormack
  • Publication number: 20140095681
    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: Application
    Filed: September 28, 2012
    Publication date: April 3, 2014
    Applicant: AVAYA INC.
    Inventors: Neil O'Connor, Paul D'Arcy, Tony McCormack
  • Publication number: 20140095268
    Abstract: Various embodiments of systems and methods for facilitating decision making in a business operation are described herein. In an embodiment, the method involves receiving a first set of data representing predefined optimal performance factors of the business operation and generating a performance baseline based on an aggregate of the optimal performance factors. Further, the method involves receiving, in real-time, a second set of data representing performance measures initiated by a plurality of entities and predicting a potential business performance based on analyzing a collective impact of the initiated performance measures on a current business performance. In another aspect, the method involves comparing the predicted business performance with the generated performance baseline and providing a recommendation on the initiated performance measures based on the comparison.
    Type: Application
    Filed: September 28, 2012
    Publication date: April 3, 2014
    Applicant: Avaya Inc.
    Inventors: Neil O'Connor, Paul D'Arcy, Tony McCormack
  • Publication number: 20140093062
    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: Application
    Filed: September 28, 2012
    Publication date: April 3, 2014
    Applicant: AVAYA INC.
    Inventors: Tony McCormack, Paul D'Arcy, Neil O'Connor, Sean Burke, Joseph Smyth