Aaron Kyat-Kyee Tong

US Patent:

7911983, Mar 22, 2011

Filed:

Jul 29, 2005

Appl. No.:

11/194029

Inventors:

Labhesh Patel - San Francisco CA, US
Martin R. Eppel - Santa Clara CA, US
Mukul Jain - San Jose CA, US
Aaron Tong - San Jose CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04L 12/16

US Classification:

370259, 379199, 37920101

Abstract:

A computer includes a sound card and a processor that runs one or more applications that cause the processor to generate audio signals coupled to the sound card. The processor is operable to execute code that provides a graphical user interface which allows a user to selectively mute the audio signals associated with a set of the one or more applications. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

US Patent:

7970117, Jun 28, 2011

Filed:

Jul 18, 2005

Appl. No.:

11/184109

Inventors:

Shmuel Shaffer - Palo Alto CA, US
Shantanu Sarkar - San Jose CA, US
Labhesh Patel - San Francisco CA, US
Aaron Tong - San Jose CA, US
Martin R. Eppel - Santa Clara CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04M 5/00

US Classification:

37926501, 37926502, 37926511, 37926512, 37926604

Abstract:

A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

US Patent:

8126136, Feb 28, 2012

Filed:

Apr 19, 2005

Appl. No.:

11/109280

Inventors:

Aaron Tong - San Jose CA, US
Martin R. Eppel - Santa Clara CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04M 3/00

US Classification:

37926506, 37926502, 37926503

Abstract:

According to one embodiment of the invention, a method for processing a call in a call center includes monitoring a characteristic of at least a portion of the call, comparing the characteristic to a threshold for the characteristic, and generating a signal indicative of a potential problem call based on the comparison.

US Patent:

8428238, Apr 23, 2013

Filed:

Aug 3, 2005

Appl. No.:

11/196368

Inventors:

Mukul Jain - San Jose CA, US
Martin R. Eppel - Santa Clara CA, US
Aaron Tong - San Jose CA, US
Labhesh Patel - San Francisco CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04M 3/42
H04M 1/64
H04M 13/00

US Classification:

37920713, 379 8819, 379177

Abstract:

A system and method for an enterprise includes a telephone device operable to receive an incoming call directed from a caller to a called party, the telephone device being shared among a plurality of persons within the enterprise. A software or hardware (firmware) module with code that runs on a PBX system of the enterprise authenticates a person answering the incoming call as the called party before connecting the incoming call to the telephone device. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1. 72(b).

US Patent:

20060262921, Nov 23, 2006

Filed:

May 20, 2005

Appl. No.:

11/133933

Inventors:

Martin Eppel - Santa Clara CA, US
Labhesh Patel - Mountain View CA, US
Aaron Tong - San Jose CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04M 3/00

US Classification:

379265020

Abstract:

A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

US Patent:

20070115348, May 24, 2007

Filed:

Oct 27, 2005

Appl. No.:

11/260057

Inventors:

Martin Eppel - Santa Clara CA, US
Aaron Tong - San Jose CA, US
Mukul Jain - San Jose CA, US
Labhesh Patel - San Francisco CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04N 7/14
H04M 3/42

US Classification:

348014080, 379202010

Abstract:

A method and a system for automatic scheduling of a conference in a network are provided. A conference is scheduled and organized, based on agenda and conference session parameters. The conference is scheduled on the basis of the signal received by the user input device, specifying the state of the conference sessions. Sessions are modified on the basis of the alerts generated. The participants of the conference are automatically informed about the modification of the sessions.

US Patent:

20080040189, Feb 14, 2008

Filed:

Aug 14, 2006

Appl. No.:

11/503627

Inventors:

Aaron Tong - San Jose CA, US
Martin R. Eppel - Santa Clara CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

G06F 9/46

US Classification:

705 9

Abstract:

In one embodiment, a system for scheduling a conference includes a database that stores a list of names of persons in a business group and a server. The server is responsive to input from a user interface that includes an alias of the business group in an invitee field of the meeting. The server is operative to resolve the alias and access the database to retrieve the list of names, and then apply an algorithm to the list of names to select an individual as a representative of the group for the meeting. The server then sends an invitation to attend the meeting to the individual. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

US Patent:

20110022388, Jan 27, 2011

Filed:

Jul 27, 2009

Appl. No.:

12/509797

Inventors:

Sung Fong Solomon WU - Sunnyvale CA, US
Aaron TONG - San Jose CA, US
Sam C. LEE - San Jose CA, US

International Classification:

G10L 15/00

US Classification:

704246, 704E15001

Abstract:

In an example embodiment, there is disclosed an apparatus comprising an audio interface configured to receive an audio signal, a data interface is configured to communicate with at least one social graph, and logic is coupled to the audio interface and the data interface. The logic is configured to identify a calling party. The logic is further configured to acquire data representative of a called party from the audio signal. The logic is configured to initiate a search of the at least one social graph for the data representative of the called party to identify the called party responsive to acquiring the data representative of the called party.