DR. GREGORY ANDERSON, MD
Anesthesiologist Assistant at Citywest Blvd, Houston, TX

6694009, Feb 17, 2004

Jun 15, 1999

09/333215

Gregory L. Anderson - Dallas TX
Andrew D. Flockhart - Thornton CO
Robin H. Foster - Little Silver NJ
Eugene P. Mathews - Barrington IL

Avaya Technology Corp. - Basking Ridge NJ

H04M 300

37926606, 37926601, 37926508

To improve the prediction of wait times of calls ( ) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers ( ) or splits/skills ( ), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained ( ). This information is applied to historical information about previously-processed calls to estimate ( ) how long completion of the processing of each of those calls is likely to take, i. e. , how long it will be before the agents ( ) who are processing those calls become available to handle the waiting calls. The estimated times are then used ( ) as the predicted wait times of that plurality of the waiting calls.

6233332, May 15, 2001

Jun 3, 1998

9/089788

Gregory Lane Anderson - Dallas TX
Lucinda M. Sanders - Boulder CO
Robert W. Donnelly - New Brunswick NJ
Eugene Mathews - Barrington IL
Mark Landers - Fair Haven NJ

Avaya Technology Corp. - Basking Ridge NJ

H04M 300

379265

The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.

5757904, May 26, 1998

Feb 5, 1996

8/597056

Gregory Lane Anderson - Dallas TX

Lucent Technologies Inc. - Murray Hill NJ

H04Q 364, H04M 322, H04M 350, H04M 300

379265

A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activities to determine whether non-requested information is relevant to the monitored activities or what actions should be undertaken with respect to the call, and then giving an indication (216, 312) of the determination to the agent.