Patents by Inventor William Jolicoeur

William Jolicoeur 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).

  • Contact center agent display application
    Patent number: 9762726
    Abstract: The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.
    Type: Grant
    Filed: July 16, 2012
    Date of Patent: September 12, 2017
    Assignee: Avaya Inc.
    Inventors: Robert Mitchell, William Jolicoeur, Joseph M. Wallerius
  • Local preservation of an agent message
    Patent number: 8792624
    Abstract: An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.
    Type: Grant
    Filed: July 16, 2012
    Date of Patent: July 29, 2014
    Assignee: Avaya Inc.
    Inventors: Robert Mitchell, William Jolicoeur, Joseph M. Wallerius
  • LOCAL PRESERVATION OF AN AGENT MESSAGE
    Publication number: 20140016762
    Abstract: An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.
    Type: Application
    Filed: July 16, 2012
    Publication date: January 16, 2014
    Inventors: Robert Mitchell, William Jolicoeur, Joseph M. Wallerius
  • CONTACT CENTER AGENT DISPLAY APPLICATION
    Publication number: 20140016770
    Abstract: The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.
    Type: Application
    Filed: July 16, 2012
    Publication date: January 16, 2014
    Inventors: Robert Mitchell, William Jolicoeur, Joseph M. Wallerius