Steven G Graff

US Patent:

20100128854, May 27, 2010

Filed:

Nov 24, 2008

Appl. No.:

12/276503

Inventors:

Jeffrey A. LaCroix - Irving TX, US
Steven J. Graff - Grapevine TX, US

Assignee:

etalk Corporation - Dallas TX

International Classification:

H04M 1/64
H04M 3/00

US Classification:

379 8804, 37926509

Abstract:

A method comprises receiving a plurality of voice sessions and creating a unique identifier for each of the plurality of voice sessions, wherein each identifier is unique for the duration of its associated voice session. The method also includes assigning the unique identifiers to the associated voice session, and creating a unique data session for each voice session. The method further includes assigning the unique identifier of each voice session to the data session associated with its voice session. The method also includes receiving a plurality of voice sessions and a plurality of data sessions at a manager, and matching one of the plurality of received voice sessions with its associated data session based at least in part on the unique identifier. The method further includes communicating the matched voice session and data session to one of a plurality of agents.

US Patent:

20190325464, Oct 24, 2019

Filed:

Apr 20, 2018

Appl. No.:

15/958960

Inventors:

- Waterloo, CA
Steven John Graff - Grapevine TX, US

International Classification:

G06Q 30/02

Abstract:

Embodiments as disclosed provide data processing systems and methods for controlling an automated survey system. One embodiment comprises: a processor; a data store storing a plurality of transactions thereon, each transaction comprising transaction metadata and a voice session recording of an inbound call, the transaction metadata for each transaction comprising an identifier for that transaction; a non-transitory computer readable medium having instructions executable on the processor for: generating, by the processor, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item.