Based On Time (e.g., Longest Waiting Agent) Patents (Class 379/265.14)
  • Patent number: 9724610
    Abstract: Useful work or services can be automated or otherwise facilitated or solutions to real world events developed by emulation of a real-world environment (which can contain objects representing virtual objects) with a virtual environment and generating a prioritized sequence of locations and associated tasks in accordance with resources related to the event in a virtual universe. Performance of the prioritized tasks at the prioritized locations is facilitated in the virtual universe by locally generating teleportation invitations corresponding to locations in the ordered sequence of locations.
    Type: Grant
    Filed: September 8, 2014
    Date of Patent: August 8, 2017
    Assignee: International Business Machines Corporation
    Inventors: Christopher J. Dawson, Rick Allen Hamilton, II, Clifford A. Pickover, Robert Wisniewski
  • Patent number: 8995423
    Abstract: A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.
    Type: Grant
    Filed: October 21, 2009
    Date of Patent: March 31, 2015
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Sergey Fedorov
  • Patent number: 8903076
    Abstract: External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers.
    Type: Grant
    Filed: September 26, 2013
    Date of Patent: December 2, 2014
    Assignee: Avaya Inc.
    Inventors: Joann J. Ordille, Valentine C. Matula, Ramanujan Kashi
  • Publication number: 20140341370
    Abstract: A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.
    Type: Application
    Filed: May 20, 2013
    Publication date: November 20, 2014
    Applicant: Xerox Corporation
    Inventors: FAMING LI, Bo Hu, Yu-An Sun
  • Patent number: 8873737
    Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.
    Type: Grant
    Filed: March 7, 2011
    Date of Patent: October 28, 2014
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, David Murray, John Costello, Peter Flannery, Hugh Tynan, Enda Dooley
  • Patent number: 8792632
    Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
    Type: Grant
    Filed: August 13, 2009
    Date of Patent: July 29, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Nikolay Anisimov, Sergey Fedorov, Herbert Ristock
  • Patent number: 8781096
    Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.
    Type: Grant
    Filed: September 17, 2013
    Date of Patent: July 15, 2014
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Nitin Dhir, Richard H. Hogrogian, Robert Thomas O'Reilly, Jr., Ravi Kappagantu
  • Patent number: 8774390
    Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.
    Type: Grant
    Filed: February 9, 2012
    Date of Patent: July 8, 2014
    Assignee: NewVoiceMedia Limited
    Inventors: Richard Pickering, Ashley Unitt, Jonathan Grant, Anthony Buxton
  • Publication number: 20140093065
    Abstract: A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.
    Type: Application
    Filed: September 28, 2012
    Publication date: April 3, 2014
    Applicant: AVAYA INC.
    Inventor: Michael Hartman
  • Publication number: 20140044251
    Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.
    Type: Application
    Filed: September 17, 2013
    Publication date: February 13, 2014
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Nitin Dhir, Richard H. Hogrogian, Robert Thomas O'Reilly, JR., Ravi Kappagantu
  • Patent number: 8638925
    Abstract: The availability of one or more agents of an institution to communicate with a user may be determined and reported to the user. An application on a user computing device may provide an indication as to how many agents are currently available to speak with the user and/or a wait time until an agent becomes available. The user computing device may display a call icon that the user may select to place a call to an available agent. The user computing device may display a call icon that the user may select to receive a callback from an available agent. Call volume statistics may be provided to the user and may be used to determine when an agent is most likely unavailable and/or most likely available.
    Type: Grant
    Filed: January 29, 2009
    Date of Patent: January 28, 2014
    Assignee: United Services Automotive Association (USAA)
    Inventor: Bradly Jay Billman
  • Patent number: 8634538
    Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.
    Type: Grant
    Filed: February 13, 2013
    Date of Patent: January 21, 2014
    Assignee: NewVoiceMedia Limited
    Inventors: Richard Pickering, Ashley Unitt
  • Patent number: 8605887
    Abstract: A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
    Type: Grant
    Filed: September 15, 2012
    Date of Patent: December 10, 2013
    Assignee: Soundbite Communications, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 8577014
    Abstract: The present disclosure is directed to a system and method to manage calls in a call center. The method includes receiving a call from a caller. The method also includes transmitting an estimated wait time to the caller. The method also includes prompting the caller with a wait option and a receive return call option. The method also includes prompting the caller with a schedule return call option when the caller selects the receive return call option.
    Type: Grant
    Filed: November 4, 2005
    Date of Patent: November 5, 2013
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Jeffrey L. Brandt, Philip T. Kortum
  • Patent number: 8494151
    Abstract: A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments is balanced on each agent console. Objective conditions regarding call sessions already assigned to each agent are collected. Subjective conditions regarding the agent's opinion of a current call session are also collected. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each incoming call session is assigned to one such agent console based on the load factor.
    Type: Grant
    Filed: September 19, 2011
    Date of Patent: July 23, 2013
    Assignee: Intellisist, Inc.
    Inventors: Adam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom McCann
  • Publication number: 20130163746
    Abstract: Systems, methods, apparatuses, and computer-readable media for voice response unit optimization are presented. Embodiments of the invention relate to providing a user with the ability to specify actions within a voice response unit (VRU). The specified actions may involve transferring a caller to a customer service representative (CSR) rather than following a pre-determined VRU call flow. In addition, users can specify how forced transfers can be routed: (1) stand alone (e.g., routing the call to the first call center), (2) shared service (e.g., routing the call to a second call center or the first call center based on the first call center's business hours or other factors), or (3) full service (e.g., routing the call to the second call center). The forced transfers can consider routing factors (e.g., call center hours of operation, wait time, skill set of CSRs).
    Type: Application
    Filed: December 21, 2012
    Publication date: June 27, 2013
    Inventors: Matthew J. Wick, Michelle Hamilton
  • Publication number: 20130163731
    Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.
    Type: Application
    Filed: September 11, 2012
    Publication date: June 27, 2013
    Inventors: Steven Kai-Man Yan, Adrian Peter McDermott, Shajith Chacko Thengumoottil, Henry Hsu
  • Publication number: 20130034226
    Abstract: Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the agent. The agent availability information may be obtained from the agent through a user interface provided by a contact center communication device. The user interface may include soft keys. In addition, the estimated wait time can be provided to client communication devices.
    Type: Application
    Filed: October 9, 2012
    Publication date: February 7, 2013
    Applicant: AVAYA INC.
    Inventor: Krishna Nimmagadda
  • Patent number: 8315370
    Abstract: A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.
    Type: Grant
    Filed: December 29, 2008
    Date of Patent: November 20, 2012
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Alan McCord
  • Patent number: 8311208
    Abstract: A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
    Type: Grant
    Filed: March 25, 2010
    Date of Patent: November 13, 2012
    Assignee: Avaya Inc.
    Inventors: Rouba Ibrahim, Patrick Tendick
  • Patent number: 8300798
    Abstract: A communications routing system, and method, for representing a plurality of predicted characteristics of a plurality of communications sources, each having an economic utility; representing a plurality of predicted characteristics of a plurality of communications targets each having an economic utility; and determining an optimal routing between the plurality of communications sources and the plurality of communications targets, by maximizing an aggregate utility with respect to the respective predicted characteristics of communications source and communications destination represented by linkages.
    Type: Grant
    Filed: April 3, 2007
    Date of Patent: October 30, 2012
    Inventors: Wai Wu, Steven M. Hoffberg
  • Patent number: 8280031
    Abstract: A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a call center. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons (on the service side) do not impair the connections that are being established and maintained to the agents. The managed service carries out a communications campaign on behalf of a client.
    Type: Grant
    Filed: January 8, 2009
    Date of Patent: October 2, 2012
    Assignee: Soundbite Communications, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 8270594
    Abstract: A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a call center. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons (on the service side) do not impair the connections that are being established and maintained to the agents. The managed service carries out a communications campaign on behalf of a client.
    Type: Grant
    Filed: January 8, 2009
    Date of Patent: September 18, 2012
    Assignee: Soundbite Communications, Inc.
    Inventors: Timothy R. Segall, Damon Weinstein
  • Patent number: 8223956
    Abstract: A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.
    Type: Grant
    Filed: January 28, 2010
    Date of Patent: July 17, 2012
    Assignee: Virtual Hold Technology, LLC
    Inventors: Mark J. Williams, Eric I. Camulli
  • Patent number: 8175254
    Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
    Type: Grant
    Filed: April 23, 2009
    Date of Patent: May 8, 2012
    Assignee: Avaya Inc.
    Inventors: Hongguang Li, Henry R. Paddock, Lynn R. Smith, Katherine R. Sobus
  • Patent number: 8139756
    Abstract: A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each inquiry.
    Type: Grant
    Filed: August 23, 2006
    Date of Patent: March 20, 2012
    Assignee: Fujitsu Limited
    Inventor: Hideki Yamanaka
  • Patent number: 8139753
    Abstract: One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerings. The CTI server is located outside the customer premises for the various outlets. The method further includes receiving a call directed to one of the outlets and using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party. The customer profile is based on previous orders. The method further includes queuing the call within the network if it is determined that the outlet is unable to currently service the call, and forwarding the call to the outlet to process the call. The CTI server uses the customer profile for providing priority call handling treatment for loyal customers.
    Type: Grant
    Filed: November 19, 2007
    Date of Patent: March 20, 2012
    Inventors: Richard Pickering, Ashley Unitt, Jonathan Grant, Anthony Buxton
  • Patent number: 8036372
    Abstract: Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.
    Type: Grant
    Filed: November 30, 2005
    Date of Patent: October 11, 2011
    Assignee: Avaya Inc.
    Inventors: Balaji Patakula, Sami Qutub, Rafal Sitkowski, David Sokoler
  • Publication number: 20110235798
    Abstract: A method is provided for the production produce accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
    Type: Application
    Filed: March 25, 2010
    Publication date: September 29, 2011
    Applicant: Avaya Inc.
    Inventors: Rouba Ibrahim, Patrick Tendick
  • Patent number: 8023637
    Abstract: Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.
    Type: Grant
    Filed: October 1, 2007
    Date of Patent: September 20, 2011
    Assignee: Convergys CMG Utah, Inc.
    Inventors: Scott Irwin, Kishore Korimilli
  • Patent number: 7940917
    Abstract: A method, apparatus, and computer usable program product for managing received calls. In response to receiving a first call from a user, the process stores a record of the first call in a table of received calls. Thereafter, in response to receiving a second call from the user within a predefined period of time after the first call was prematurely disconnected, the process identifies a second call as a prematurely terminated call. The process then places the prematurely terminated call in a queue of calls according to a set of configurable criteria and updates the record of the first call with a progress of the prematurely terminated call.
    Type: Grant
    Filed: January 24, 2007
    Date of Patent: May 10, 2011
    Assignee: International Business Machines Corporation
    Inventors: Christina Karen Lauridsen, Sushma Bharat Patel, Loulwa F. Salem, Lisa Anne Seacat
  • Patent number: 7925000
    Abstract: A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of each call, such as: (i) the caller's name, (ii) the calling number, (iii) the subject of the call, (iv) the urgency of the call, (v) the holding time of the call, and (vi) a telecommunications address of a messaging resource (such as email) associated with the call. The user (e.g., an off-premises representative, etc.) of the telecommunications terminal in the illustrative embodiment, in contrast with some terminals in the prior art, has the ability to remotely reorder or otherwise dispose the calls based on one or more of the call characteristics.
    Type: Grant
    Filed: August 29, 2005
    Date of Patent: April 12, 2011
    Assignee: Avaya Inc.
    Inventor: David S. Mohler
  • Patent number: 7899179
    Abstract: A method and system for identifying an off-schedule software agent operating in a computer system is disclosed. When a software agent enters a queue a start time is associated with the agent. A queue threshold is established for the agent, wherein the queue threshold indicates the maximum length of time that an agent should be in the queue. A clock time is compared to the start time and if the result exceeds the threshold, the agent is flagged as being a late agent. The computer system may then address the late agent by, for example, changing an operating priority associated with the agent, increasing the threshold, removing the agent from the queue, or by notifying other agents relying on the flagged agent.
    Type: Grant
    Filed: January 20, 2004
    Date of Patent: March 1, 2011
    Assignee: International Business Machines Corporation
    Inventor: Julie A. Kadashevich
  • Publication number: 20110038476
    Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
    Type: Application
    Filed: August 13, 2009
    Publication date: February 17, 2011
    Inventors: Nikolay Anisimov, Sergey Fedorov, Herbert Ristock
  • Publication number: 20100111288
    Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary interface for use with a contact center includes a graphical user element for adjusting a time limit for a caller to be held before routed to an agent according to a pattern matching algorithm where the caller is compared to a set of agents via the pattern matching algorithm and routed to the best matching agent of the set of agents if available prior to the time limit and routed to the best matching agent of available agents if the time limit is exceeded. The interface may further display an estimated effect of the time limit on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm(s) of the system.
    Type: Application
    Filed: November 6, 2008
    Publication date: May 6, 2010
    Inventors: Hassan Afzal, S. James P. Spottiswoode
  • Publication number: 20100080378
    Abstract: A call center is described in which a caller to a call center is given a choice of which specific call-center agent the caller prefers to speak with. To assist the caller in making an informed decision, the call center provides the caller with: an indicium of two or more call-center agents, an indicium of an estimate of the amount of time before the caller can communicate with each of the call-center agents, an indicium of a satisfaction rating of each call-center agent, and other factors. The caller can then convey his or her preference to the call center, which will attempt to honor the preference by connecting the caller with the preferred call-center agent. This increases the likelihood that the caller will be connected with a call-center agent who is well-suited to dealing with the caller, which is beneficial to both the caller and the call center.
    Type: Application
    Filed: September 30, 2008
    Publication date: April 1, 2010
    Applicant: Avaya Inc.
    Inventor: Bryan S. Katz
  • Patent number: 7630487
    Abstract: A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.
    Type: Grant
    Filed: April 26, 2005
    Date of Patent: December 8, 2009
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Mohammed I. Darwish, Labhesh Patel
  • Patent number: 7590107
    Abstract: A method and apparatus are provided for operating a data protocol telephone that is used in a call for exchanging voice information between a first party human user of the data protocol telephone and a second human party to the call at least partially through the Internet.
    Type: Grant
    Filed: November 9, 2004
    Date of Patent: September 15, 2009
    Inventors: Marshall Peltz, Anthony Dezonno
  • Patent number: 7505578
    Abstract: Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.
    Type: Grant
    Filed: August 28, 2003
    Date of Patent: March 17, 2009
    Assignee: Nortel Networks Limited
    Inventors: Liam Mannion, Seamus Hayes, Donald McNelis, Paul Kelly
  • Publication number: 20090041226
    Abstract: A method for routing contacts to resources comprises receiving a contact to be routed to one of a plurality of resources. The method then proceeds by determining a reliability score for at least one of the plurality of resources. The reliability score is based at least in part upon connection statistics for at least one of the plurality of resources. The method continues by determining a particular resource of the plurality of resources to which to route the contact. This determination is based at least in part upon the reliability scores that were determined. The method concludes by routing the contact to the particular resource.
    Type: Application
    Filed: August 8, 2007
    Publication date: February 12, 2009
    Inventors: Fadi R. Jabbour, David C. Lee, Eric H. Lee, Johnny H. Lee, Christopher E. Pearce
  • Patent number: 7457403
    Abstract: A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1?W), and augmenting it by the scaled current SA.
    Type: Grant
    Filed: August 8, 2002
    Date of Patent: November 25, 2008
    Assignee: Rockwell Electronic Commerce Technologies, LLC
    Inventors: Christopher G. Culp, James E. Anderson
  • Patent number: 7430290
    Abstract: A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.
    Type: Grant
    Filed: October 23, 2003
    Date of Patent: September 30, 2008
    Assignee: Telefonaktiebolaget LM Ericsson (Publ)
    Inventor: Zhongwen Zhu
  • Patent number: 7349534
    Abstract: A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
    Type: Grant
    Filed: October 9, 2006
    Date of Patent: March 25, 2008
    Assignee: AT&T Labs, Inc.
    Inventors: Kurt M. Joseph, Aaron W. Bangor, Robert R. Bushey
  • Publication number: 20080063180
    Abstract: A method, computer program product and system for estimating a wait time for a termination of a conversation includes referencing one of historical logs and other information for determining and providing the estimation to caller. Typically, a call may be initiated when the estimated wait time is reached as the conversation will have or nearly have terminated.
    Type: Application
    Filed: August 23, 2006
    Publication date: March 13, 2008
    Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Eric L. Barsness, John M. Santosuosso
  • Patent number: 7236584
    Abstract: A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other requests for the same agent during the fairness time, and executes an algorithm at the end of the fairness time to select the network-level entity to which the request should be granted. In a preferred embodiment the fairness time is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center.
    Type: Grant
    Filed: August 27, 2002
    Date of Patent: June 26, 2007
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Dmitriy A. Torba
  • Patent number: 7233980
    Abstract: A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.
    Type: Grant
    Filed: December 12, 2000
    Date of Patent: June 19, 2007
    Assignee: Nortel Networks Limited
    Inventors: Mark J. Holden, Scott L. Orton
  • Patent number: 7184541
    Abstract: A system, method, apparatus, means, and computer program code for selecting an agent to handle a call are provided. According to some embodiments, multiple agents may take or handle calls. Each agent's off process time may be measured or determined. When an incoming call arrives, the available agent having the highest off process time may be selected to handle to the call. In other embodiments, each of the agents may be assigned a priority. When an incoming call arrives, the available agent having the highest priority may be selected to handle the call. In both of the previous embodiments, conditions or rules may be established that allow an agent to be skipped even though the agent normally would be selected to handle a call.
    Type: Grant
    Filed: December 11, 2003
    Date of Patent: February 27, 2007
    Assignee: General Electric Capital Corporation
    Inventors: NV Tyagarajan, Rohit Tandon, Ajay Kapoor, Anil Nanduru
  • Patent number: 7120244
    Abstract: A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
    Type: Grant
    Filed: September 23, 2004
    Date of Patent: October 10, 2006
    Assignee: SBC Technology Resources, Inc.
    Inventors: Kurt M. Joseph, Aaron W. Bangor, Robert R. Bushey
  • Publication number: 20040218750
    Abstract: A desktop telephony application program enables a call center agent to handle calls. The application program may be interfaced with an answering service. The answering service acts as an application program interface (API) to a computer/telephony interface server and a call distributor. The application program produces a user interface that enables the agent to indicate when the agent is going on break and the type of break that the agent is taking. Additional functional elements are provided in the user interface to enable the agent to update status information regarding the current state of the agent. The application program may also provide phone books that hold phone numbers grouped by different logical grouping criteria.
    Type: Application
    Filed: June 4, 2004
    Publication date: November 4, 2004
    Applicant: MCI Communications Corporation
    Inventors: Wesley Atkinson, Richard McDuff
  • Patent number: RE43205
    Abstract: The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.
    Type: Grant
    Filed: July 11, 2006
    Date of Patent: February 21, 2012
    Assignee: Aspect Software, Inc.
    Inventors: Roger Sumner, Anthony Dezonno