Hal B Zenner

US Patent:

6718330, Apr 6, 2004

Filed:

Dec 16, 1999

Appl. No.:

09/465003

Inventors:

Hal B. Zenner - Fair Haven NJ

Assignee:

NCR Corporation - Dayton OH

International Classification:

G06F 1730

US Classification:

707 10, 7071041, 709105

Abstract:

A Predictive IAWD (Pre-IAWD) initially assigns inbound work to an agent in a group of agents based on a dynamically generated prediction of work completion time. The Pre-IAWD initially assigns the work to the agent having the highest likelihood of completing the work first in the group of agents, based on a prediction generated by a Pre-IAWD algorithm based on dynamically measured factors, such as a current work load of each agent, a priority of the work, and an experience level and skill set of each agent. A Proactive IAWD (Pro-IAWD) reassigns work initially assigned to agents by the Pre-IAWD based on a set of predetermined rules, to maintain an equitable work load across the agent group.

US Patent:

6832212, Dec 14, 2004

Filed:

Sep 30, 1997

Appl. No.:

08/940702

Inventors:

Hal B. Zenner - Fair Haven NJ
Thomas M. Rowland - Fair Haven NJ

Assignee:

NCR Corporation - Dayton OH

International Classification:

G06F 1700

US Classification:

705 40

Abstract:

A method for manipulating billing and payment information comprising the steps of: loading billing information stored at a local location; accessing retained criteria; formatting field information within a data record automatically; acting on the retained criteria; displaying the formatted field information; and operating on the formatted field information.

US Patent:

7656836, Feb 2, 2010

Filed:

Oct 5, 2006

Appl. No.:

11/539162

Inventors:

Albert J. Baker - Eatontown NJ, US
John Joseph Sangermano - Red Bank NJ, US
Hal B. Zenner - Fair Haven NJ, US

Assignee:

Avaya Inc. - Basking Ridge NJ

International Classification:

H04W 4/00

US Classification:

370328, 370352, 370400, 455517, 709217

Abstract:

A method is disclosed that enables an improvement in the scalability of a centralized server by reallocating to the client endpoints some, but not all, of the feature functionality of the server. Each logical user in the system is represented by his own private domain of endpoint entities, from which an endpoint is selected to serve as a super peer to represent the user to the centralized server. Furthermore, a designated endpoint is selected, also from the private domain of devices, to handle some of the telecommunications features that the server otherwise would have handled. Each endpoint in the private domain is permitted to have limited direct access to the server, typically for the purposes of registering and subscribing to features, in addition to and in contrast with the indirect access through the super peer. During the subscribing process, the server redirects a subscribing endpoint to the designated endpoint that is handling the feature.

US Patent:

7835364, Nov 16, 2010

Filed:

Oct 5, 2006

Appl. No.:

11/539163

Inventors:

Albert J. Baker - Eatontown NJ, US
John Joseph Sangermano - Red Bank NJ, US
Hal B. Zenner - Fair Haven NJ, US

Assignee:

Avaya Inc. - Basking Ridge NJ

International Classification:

H04L 12/28
H04L 12/56

US Classification:

37039521

Abstract:

A method and system are disclosed that enable performance improvements by reallocating to client endpoints at least some of the feature functionality of a server. Each logical user in the system is represented by his own private domain of endpoint entities, from which an endpoint is selected to serve as a super peer to represent the user to the centralized server. Furthermore, one or more endpoints in the private domain of endpoints handle some of the telecommunications features that the server otherwise would have handled. An endpoint that needs to access a particular feature determines the best endpoint to handle the feature, in part by querying the other endpoints in the private domain. If the querying endpoint wants to subscribe to a feature that is located at an endpoint in the private domain, the querying endpoint interacts with the relevant endpoint without requiring the further assistance of a server.

US Patent:

20030133543, Jul 17, 2003

Filed:

Sep 30, 2002

Appl. No.:

10/261241

Inventors:

Shabbir Khakoo - Morganville NJ, US
Venkatesh Krishnaswamy - Holmdel NJ, US
Anwar Siddiqui - New York NY, US
Hal Zenner - Fair Haven NJ, US

International Classification:

H04M011/00
H04M001/64

US Classification:

379/088220, 379/088160

Abstract:

A method and apparatus are disclosed for delivering enhanced messages to a calling party. A message document address is provided to the calling party that is a pointer or hyperlink to a message document containing a message for the calling party, such as a uniform resource locator (URL) identifying an Internet document. The calling party may receive a message, e.g., when the called party is not available or containing a list of user-specific menu options in an IVR system. The message document can be (i) a static document created; (ii) a default document created; or (iii) a dynamically generated document based on one or more rules that alter the content of the document based on various characteristics of the calling party or the call (or both). The presentation of the message document address to the user can be conditioned upon the satisfaction of one or more rules, such as when the called party is unavailable or based on one or more predefined characteristics of the calling party or the call (or both).

US Patent:

20030133553, Jul 17, 2003

Filed:

Sep 30, 2002

Appl. No.:

10/261242

Inventors:

Shabbir Khakoo - Morganville NJ, US
Venkatesh Krishnaswamy - Holmdel NJ, US
Anwar Siddiqui - New York NY, US
Hal Zenner - Fair Haven NJ, US

International Classification:

H04M001/56
H04M015/06

US Classification:

379/142010, 379/142060, 379/142070

Abstract:

A method and apparatus are disclosed for delivering enhanced caller identification services to a called party. Caller ID information is extended to include a user document address that is a pointer or hyperlink to a user document containing additional information about the calling party. The user document address may be, for example, a uniform resource locator (URL) identifying an Internet document or a database address identifying a database document or entry. The user document generally contains information that the calling party would like to be presented to the called party and may be stored by the called party or accessed over a network. The user document can be (i) a static document; (ii) a document created in accordance with predefined default document content rules; or (iii) a dynamically generated document based on one or more rules that alter the content of the document.

US Patent:

20030135569, Jul 17, 2003

Filed:

Sep 30, 2002

Appl. No.:

10/261213

Inventors:

Shabbir Khakoo - Morganville NJ, US
Venkatesh Krishnaswamy - Holmdel NJ, US
Anwar Siddiqui - New York NY, US
Hal Zenner - Fair Haven NJ, US

International Classification:

G10L021/00
G10L011/00
G06F015/16

US Classification:

709/206000, 704/270000

Abstract:

A method and apparatus are disclosed for delivering messages to one or more intended recipients based on the presence, preferences or location of the recipient(s). Text-based messages, such as instant messages, can be delivered to one or more intended recipients by means of (i) a voice call to a voice-capable device associated with the recipients; (ii) a voice mail message to a voice mail box associated with the recipients; or (iii) a text or voice message, as appropriate, that is delivered upon the availability of one or more intended recipients. An instant message originating as a text message is converted to speech, if necessary, before being delivered to the intended recipient. The speech corresponding to the text of the message is played out once the call is answered or once the voice mail message is retrieved. The invention thus enables the delivery of messages to be routed and scheduled based on the location and availability of the intended recipient.

US Patent:

20040001582, Jan 1, 2004

Filed:

Jun 28, 2002

Appl. No.:

10/185030

Inventors:

Anwar Siddiqui - Manhattanville NY, US
Hal Zenner - Fair Haven NY, US

International Classification:

H04M001/64
H04M003/42

US Classification:

379/211010, 379/201010, 379/088170

Abstract:

A telecommunications system is disclosed for a destination or “target” party to indicate his or her “presence” or availability to receive communications. The presence indication may include various states such as “available”, “unavailable”, “on vacation”, etc. Each time an initiating party attempts to navigate to a target party, the communications system informs the initiating party of a target party's presence status. The initiating party can then decide which menu path to choose: to continue to a covering party for the target party or the target party's coverage path, such as voicemail. In this manner, user frustration is alleviated, fewer telecommunications resources are consumed and both the initiating and target parties can communicate more effectively.