Eugene A Mathews

US Patent:

6353667, Mar 5, 2002

Filed:

Aug 27, 1998

Appl. No.:

09/141273

Inventors:

Robin H. Foster - Little Silver NJ
Eugene P. Mathews - Barrington IL

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

37926505, 37926501, 37926502

Abstract:

A minimum interruption cycle time is established for a reserve agent in a call center. The reserve agent may be an exclusively reserve agent which processes only calls requiring reserve skills. In an illustrative embodiment, after the reserve agent completes the processing of a call, a cycle timer is started for that agent. The delivery of additional calls to the reserve agent is then suspended until the value of the cycle timer is greater than or equal to the established minimum interruption cycle time for that agent. The minimum interruption cycle time is selected so as to allow the reserve agent to complete a designated number of non-call tasks between the calls processed by the reserve agent. If there is a pool of reserve agents, one or more of the reserve agents may be temporarily converted to normal agent status for at least one particular skill that is causing excessive interruption of reserve agents, so as to maintain the minimum interruption cycle time for the remaining reserve agents in the presence of an increased call volume.

US Patent:

6356632, Mar 12, 2002

Filed:

Dec 31, 1998

Appl. No.:

09/224043

Inventors:

Robin H. Foster - Little Silver NJ
William E. Gourlay - Santa Ana CA
Eugene P. Mathews - Barrington IL

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

37926504, 37926603

Abstract:

A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedule information is stored for at least one of the call center agents, and a communication is selected for delivery to the agent based at least in part on the stored schedule information for that agent. For example, a call selection process in the call center may be modified for a designated period of time before a scheduled break of a given agent such that the call selected for delivery to that agent is likely to be completed in the time remaining until the scheduled break. As another example, an agent selection process in the call center may be modified for a designated period of time before a scheduled break such that the agent selected to process a given call is one likely to complete the call in the time remaining until the scheduled break. The designated time period may vary depending on factors such as the type of scheduled event, or the type of agent.

US Patent:

6359982, Mar 19, 2002

Filed:

Jan 12, 1999

Appl. No.:

09/228992

Inventors:

Robin H. Foster - Little Silver NJ
Roy A. Jensen - Westminster CO
Joylee E. Kohler - Northglenn CO
Eugene P. Mathews - Barrington IL

Assignee:

Avaya Technologies Corp. - Basking Ridge NJ

International Classification:

H04M 342

US Classification:

37926606, 3792651

Abstract:

A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.

US Patent:

6748073, Jun 8, 2004

Filed:

Jan 3, 2002

Appl. No.:

10/037274

Inventors:

Joaquin Omar Alvarado - Eatontown NJ
Didina Burok - Matawan NJ
Andrew D. Flockhart - Thornton CO
Eugene P. Mathews - Barrington IL
Peter J. Matteo - Eatontown NJ
Christopher Moss - Flower Mound TX
Robert Daniel Nalbone - Thornton CO

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

37926601, 37922104, 37926502

Abstract:

In a computer integrated telephony call center where an adjunct host ( ) normally controls enqueuing of calls ( ) in call queues ( ) of an ACD system ( ) and corresponding call queues ( â) of the adjunct host and assigning of the enqueued calls to agents, the ACD system assumes ( ) control over its call queues upon loss of the control by the adjunct host (e. g. , upon failure ( ) of the adjunct host). The ACD system flags ( ) all calls that are enqueued at the time of loss of the adjunct host control as well as all calls that the ACD subsequently enqueues as being under ACD system control. When the adjunct host regains its control ability, the ACD system stops flagging new calls, call queues of the host processor are cleared ( ), and the adjunct host regains control ( ) of enqueuing calls in call queues of the ACD and the adjunct host. But the adjunct host regains control ( ) of assigning calls from each call queue of the ACD system and the corresponding call queue of the adjunct host only when all flagged calls have been removed ( ) from that ACD call queue by the ACD system. The adjunct host resumes assigning work to each agent only when the adjunct host has regained control ( ) of assigning calls from all call queues that are served by that agent.

US Patent:

6947543, Sep 20, 2005

Filed:

Jan 3, 2002

Appl. No.:

10/037779

Inventors:

Joaquin Omar Alvarado - Eatontown NJ, US
Didina Burok - Matawan NJ, US
Andrew D. Flockhart - Thornton CO, US
Eugene P. Mathews - Barrington IL, US
Peter J. Matteo - Eatontown NJ, US
Christopher Moss - Flower Mound TX, US
Robert Daniel Nalbone - Thornton CO, US

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M003/00
H04M005/00

US Classification:

37926601, 37926513

Abstract:

In a computer-telephony integrated (CTI) contact center, a CTI adjunct () enqueues contacts in contact queues () of the CTI adjunct, but also causes contacts that are calls () to be enqueued as ACD calls in ACD call queues () of an ACD system (), whereby the ACD system and its management information system (MIS ) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues () of the CTI adjunct, but also causes agents () that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues () of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.