Dong K Lieu

US Patent:

20090285380, Nov 19, 2009

Filed:

May 14, 2008

Appl. No.:

12/120567

Inventors:

Ying Chen - Raleigh NC, US
Joel Duquene - Raleigh NC, US
James P. Eberwein - Raleigh NC, US
Dong K. Lieu - Raleigh NC, US

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION - Armonk NY

International Classification:

H04M 3/42

US Classification:

37921001

Abstract:

Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center.

US Patent:

20130290861, Oct 31, 2013

Filed:

Apr 30, 2013

Appl. No.:

13/873930

Inventors:

YING CHEN - SAN JOSE CA, US
JOEL DUQUENE - RALEIGH NC, US
JAMES P. EBERWEIN - RALEIGH NC, US
DONG K. LIEU - RALEIGH NC, US

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION - ARMONK NY

International Classification:

G06F 3/0481

US Classification:

715744

Abstract:

A screen sharing session between a participating computer and a presenting computer can be established. A copy of a graphical user interface screen from the presenting computer can be presented within a display on the participating computer. A selection of the sub-portion of the copy of the graphical user interface screen from the participating computer can be received. Boundaries of the sub-portion can be determined and can be transmitted from the participating computer to the presenting computer. Responsive to receiving the boundaries, the remotely located computer can define the sub-portion of the graphical user interface screen of the presenting computer. The defined sub-portion of the graphical user interface screen can be conveyed over a network from the presenting computer to the participating computer without conveying data for other portions of the graphical user interface screen.

US Patent:

20130290863, Oct 31, 2013

Filed:

Apr 25, 2012

Appl. No.:

13/455704

Inventors:

YING CHEN - SANJOSE CA, US
JOEL DUQUENE - RALEIGH NC, US
JAMES P. EBERWEIN - RALEIGH NC, US
DONG K. LIEU - RALEIGH NC, US

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION - ARMONK NY

International Classification:

G06F 3/048
G06F 15/16

US Classification:

715747

Abstract:

A screen sharing session between a participating computer and a presenting computer can be established. A copy of a graphical user interface screen from the presenting computer can be presented within a display on the participating computer. A selection of the sub-portion of the copy of the graphical user interface screen from the participating computer can be received. Boundaries of the sub-portion can be determined and can be transmitted from the participating computer to the presenting computer. Responsive to receiving the boundaries, the remotely located computer can define the sub-portion of the graphical user interface screen of the presenting computer. The defined sub-portion of the graphical user interface screen can be conveyed over a network from the presenting computer to the participating computer without conveying data for other portions of the graphical user interface screen.

US Patent:

7549116, Jun 16, 2009

Filed:

Mar 31, 2008

Appl. No.:

12/060189

Inventors:

Jason Chester Garcowski - Raleigh NC, US
Steven Brent Koonce - Durham NC, US
Dong Lieu - Raleigh NC, US
Brandon David Tweed - North Aurora IL, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

G06N 3/00

US Classification:

715212

Abstract:

A computer program product comprising a computer useable medium includes a computer readable program, wherein the computer readable program when executed on a computer causes the computer to display a data set as a table including a plurality of cells. Additionally, the computer readable program when executed on a computer causes the computer to assign a column width to each cell in a row of the table, independently of other table rows having differing layouts, such that the table is capable of displaying a plurality of different row layouts simultaneously. The computer readable program when executed on a computer causes the computer to display a dynamic header configured to display a row layout of a selected row of the table. Further, the computer readable program when executed on a computer causes the computer to increase a readability of the dynamic header with respect to the selected row by various mechanisms.