KEVIN THOMAS COLLINS
Pilots at Trailee Ct, Roseville, CA

7657263, Feb 2, 2010

Mar 21, 2002

10/104564

Gebran G. Chahrouri - Menlo Park CA, US
Kevin T. Collins - Roseville CA, US
Labhesh Patel - Mountain View CA, US
Chris S. L. Yeo - Santa Clara CA, US

Cisco Technology, Inc. - San Jose CA

H04L 29/06, H04M 5/00

455445, 37926505, 37926506, 3792651, 379269, 379309, 455453

A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

5978465, Nov 2, 1999

May 5, 1997

8/851479

Ann Corduroy - St. Albans, GB
Rosemary Glavin - San Francisco CA
Kevin T. Collins - Roseville CA
Felix F. Khouri - San Jose CA

Aspect Telecommunications Corporation - San Jose CA

H04M 300

379265

A system is provided for allocating resources in a call center. The system identifies a record associated with a resource in the call center. The record includes an attribute associated with the operation of the resource. The system controls the operation of the resource in response to the attribute contained in the record associated with the resource. The record associated with the resource is modified in response to a resource change request. The resource change request may be generated by a host coupled to the call center or by a device contained within the call center. The modified record provides a different set of permitted activities for the associated resource. A particular record may contain multiple attributes associated with the operation of the resource.

6850614, Feb 1, 2005

Jul 16, 1999

09/354837

Kevin T. Collins - Roseville CA, US

Aspect Communication Corporation - San Jose CA

H04M 300

37926509, 379 8813, 37926502

Methods and apparatus for generating media-specific scripts for a plurality of multimedia communications systems are described. A method includes the step of receiving a transaction routing script. A media-specific script is generated for a plurality of communications media in accordance with the transaction routing script. An apparatus includes a transaction processor for receiving and routing communications from a plurality of communications mediums. A script generator generates a plurality of scripts specific to selected communications mediums in accordance with a media-independent portion of a pre-determined transaction routing script. In one embodiment, the pre-determined transaction routing script includes at least one prompt, at least one selectable option and a routing destination for each selectable option. In various embodiments, a media-specific script may correspond to electronic mail, touch tone telephone, or interactive voice response telephone communications medium. In one embodiment, a media-specific script defines at least one web page.

2008022, Sep 18, 2008

Mar 12, 2007

11/684789

Kevin T. Collins - Roseville CA, US
Gebran G. Chahrouri - Menlo Park CA, US
Johnny H. Lee - San Gabriel CA, US

H04L 12/56

370412, 370465

In one embodiment, an automatic call distributor apparatus is provided, including a network interface operable to receive a request for a service, and a processor operable to assign the request to a queue and to associate a number of resources with the queue based upon a determination of at least one dynamic parameter of the queue. Advantageously, resources may be allocated to queues in a flexible, efficient, and dynamic manner.

7215758, May 8, 2007

Dec 15, 2004

11/013853

Kevin T. Collins - Roseville CA, US

Aspect Communications Corporation - San Jose CA

H04M 3/00, H04M 11/00

37926509, 379 8813, 37926502

Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications processor. The plurality of program generators is further automatically to generate a plurality of media-specific control programs corresponding to each of a plurality of communication mediums in accordance with a media-independent portion of a source communications control file.

6247142, Jun 12, 2001

Aug 21, 1998

9/137978

Dominic W. Wong - San Jose CA
Kevin T. Collins - Roseville CA
Brian A. Donnelly - San Jose CA

Aspect Communications - San Jose CA

G06F 1540

714 5

According to one embodiment a transaction processing system includes a first system controller and a second system controller coupled to the first system controller. The transaction processing system further includes a second multi-media system coupled to the second system controller. While the transaction processing system is operating in a normal mode, transactions are transmitted by the first multi-media system. Furthermore, transactions are received by both the first and second multi-media system. According to a further embodiment, transactions are transmitted and received by the second multi-media system upon the failure of the first multi-media system.

7729277, Jun 1, 2010

Feb 28, 2007

11/711960

Kenneth D. Jordan - Groton MA, US
Lawrence Johnson - Sudbury MA, US
Kevin Collins - Roseville CA, US
Michael P. Lepore - Marlborough MA, US
Paul Schechinger - Londonderry NH, US

Cisco Technology, Inc. - San Jose CA

H04J 1/16, H04J 3/16

370252, 370468

In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

2010012, May 20, 2010

Nov 18, 2008

12/273346

Kenneth Jordan - Groton MA, US
Michael Paul Lepore - Marlborough MA, US
Paul Robert Schechinger - Londonderry NH, US
Kevin Collins - Roseville CA, US
Rick Whitesel - Nashua NH, US
Lawrence E. Johnson - Sudbury MA, US
Victor L. Voydock - Newton MA, US

G06F 15/00

702155

An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.