Stephen P Zilko

US Patent:

7746362, Jun 29, 2010

Filed:

Feb 10, 2006

Appl. No.:

11/352146

Inventors:

Andrew T. Busey - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US

Assignee:

Avaya Inc. - Basking Ridge NJ

International Classification:

G06F 13/00

US Classification:

345650, 345594

Abstract:

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints. ” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking.

US Patent:

7995740, Aug 9, 2011

Filed:

Feb 10, 2006

Appl. No.:

11/351605

Inventors:

Andrew T. Busey - Austin TX, US
Mark Lovett Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight M. Moore - Austin TX, US
Edward C. Horvath - Austin TX, US
Kirschen Alcyone Seah - Austin TX, US
Stephen P. Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Ehtesham Hoq - Austin TX, US
Kenneth Lynn Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US

Assignee:

Avaya Inc. - Basking Ridge NJ

International Classification:

H04M 3/00
H04M 5/00
H04M 7/00

US Classification:

37926502, 37922103, 37926501, 3792661

Abstract:

Multiple communication types (e. g. chat, email, voice, etc. ) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.

US Patent:

20040057569, Mar 25, 2004

Filed:

Sep 29, 2003

Appl. No.:

10/675180

Inventors:

Andrew Busey - Austin TX, US
Mark Wells - Austin TX, US
Peter Novosel - Austin TX, US
Govind Balakrishnan - Round Rock TX, US
Peter Bunyan - Austin TX, US
Dwight Moore - Austin TX, US
Edward Horvath - Austin TX, US
Kirschen Seah - Austin TX, US
Stephen Zilko - Austin TX, US
Zhiyu Zhang - Austin TX, US
George Currie - Austin TX, US
Mohammed Hoq - Austin TX, US
Kenneth Bowen - Austin TX, US
Christopher Sanchez - Austin TX, US

Assignee:

Acuity Software

International Classification:

H04M003/00
H04M005/00
H04M003/42

US Classification:

379/265090, 379/212010

Abstract:

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

US Patent:

6665395, Dec 16, 2003

Filed:

Dec 11, 1998

Appl. No.:

09/209800

Inventors:

Andrew T. Busey - Austin TX
Mark Lovett Wells - Austin TX
Peter Novosel - Austin TX
Govind Balakrishnan - Round Rock TX
Peter Bunyan - Austin TX
Dwight M. Moore - Austin TX
Edward C. Horvath - Austin TX
Kirschen Alcyone Seah - Austin TX
Stephen P. Zilko - Austin TX
Zhiyu Zhang - Austin TX
George Currie - Austin TX
Mohammed Ehtesham Hoq - Austin TX
Kenneth Lynn Bowen - Austin TX
Christopher Sanchez - Austin TX

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

37926509, 37926511

Abstract:

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or âendpoints. â Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agents efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customers computer. The system provides for detailed agent performance tracking.