David Andrew Peterson
Radiology in Lehi, UT

2011017, Jul 21, 2011

Jan 15, 2010

12/688690

David Owen Peterson - Lehi UT, US

INCONTACT, INC. - Midvale UT

G06F 9/44

717115

One example embodiment includes a method for compiling one or more scripts on a per-action basis. The method includes receiving a script including one or more actions to be accomplished by a script application. The method further includes determining if the script has been previously compiled and determining if the script has been changed since it was last compiled. The method further includes retrieving the compiled script from a memory if the script was previously compiled and if the script has not been changed since it was last compiled. The method further includes compiling the script if it has not been previously compiled or if the script has been changed since it was last compiled. Compiling the script includes translating the script from source code to machine code, saving the machine code to the memory and identifying the script as compiled. The method further includes executing the compiled script.

8351595, Jan 8, 2013

Oct 20, 2010

12/908716

David Owen Peterson - Lehi UT, US
Tim Harris - Lehi UT, US
Brian Douglas Minert - Orem UT, US
Bryan Craig Pino - Riverton UT, US
Nicholas Bauer Ramond - Draper UT, US
Mark Erik Rasi-Koskinen - Riverton UT, US

Incontact, Inc. - Midvale UT

H04M 1/64

37926502, 37926601

A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder.

2011017, Jul 21, 2011

Jan 15, 2010

12/688713

David Owen Peterson - Lehi UT, US

INCONTACT, INC. - Midvale UT

G06F 11/20, G10L 15/00, G06F 11/00

714 411, 704270, 714E11073, 704E15001

One example embodiment includes a method for providing multi-tenancy in a computing environment. The method includes receiving a script in a computing environment, where the script includes one or more actions to be completed by the computing environment. The method further includes providing one or more computing resources in the computing environment and building an action list for the one or more computing resources, where the action list is a data structure that contains a list of one or more actions to be executed by the one or more computing resources. The method further includes transmitting a first action to one of the one or more computing resources, where the first action is one of the one or more actions. The method further includes executing the first action in the one of the one or more computing resources and indicating to the action list the completion of the first action.

2011017, Jul 21, 2011

Jan 15, 2010

12/688708

Brian Douglas Minert - Orem UT, US
David Owen Peterson - Lehi UT, US

INCONTACT, INC. - Midvale UT

G06Q 30/00, G06F 9/44, G06F 15/173, G10L 15/26

705346, 719320, 709225, 704235

One example embodiment includes a method for computing environment redundancy with check pointing. The method includes receiving a script application in a first computing environment and a second computing environment. The method further includes receiving the one or more scripts in the first computing environment and the second computing environment. The method further includes executing the script application and at least one of the one or more scripts in the first computing environment and preparing a snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts. The method further includes saving the snapshot to a memory in the first computing environment, transmitting the snapshot to the second computing environment and saving the snapshot to a memory in the second computing environment.

2013012, May 23, 2013

Jan 6, 2012

13/345511

David O. Peterson - Lehi UT, US

inContact, Inc. - Midvale UT

H04M 3/00

37926502

Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path.

2013001, Jan 17, 2013

Jul 13, 2011

13/182328

Brian D. Minert - Orem UT, US
David Peterson - Lehi UT, US

inContact, Inc. - Midvale UT

G09G 5/00, G06F 15/16, G09G 5/02

345589, 345620, 709231

Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.

2013012, May 23, 2013

Jan 6, 2012

13/345517

David O. Peterson - Lehi UT, US
Shane Michael Kelly - Lehi UT, US

INCONTACT, INC. - Midvale UT

H04M 3/00

37926509

Methods and apparatus for improving a contact with a customer in a contact handling system are disclosed. The method can include receiving communication from the customer via the first media. The method can include transitioning serially from a first media to a second media. The method can include abandoning the first media during the transition. The method can include receiving communication from the customer via the second media at the contact handling system.

2013012, May 23, 2013

Jan 6, 2012

13/345505

David O. Peterson - Lehi UT, US
Shane Michael Kelly - Lehi UT, US
Matthew Lawrence Page - Sandy UT, US
Brian Douglas Minert - Orem UT, US

inContact, Inc. - Midvale UT

H04M 3/00

37926509

Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.