Avaya Inc.

Avaya Technology LLC

Chris Goringe

Peter Donald Runcie

Julian James Orbach

Rohan Lenard

Alex M Krumm-Heller

Martin Smyrk

Melanie L Smith

Alan Green

Thomas E Brand

An improved system and method that allows a customer waiting, for example, in a call center queue to leave contact information, a preferred callback time frame and drop out of the queue. The system and method computes a priority access code and a time frame when its use is valid that coincides with the preferred callback time frame of the call center or customer service department, etc. In response to the request for a priority access code to use when the customer calls back, the system and method sends the customer a callback message including the priority access code and time frame when its use is valid. During the time frame the priority access code is valid, the customer contacts the call center for example by calling back or by initiating a web chat, etc., re-enters the queue and uses the priority access code. This allows the customer to enter a general queue at their convenience and at a higher priority or go straight to the head of the general queue. Alternatively, the customer may enter a callback queue, which already has a higher priority than the general queue.

Call center customer queue shortcut access code

The period software licensing system allows the customer to create a software license schedule that includes one or more time periods during which application file usage is allowed and identifies the maximum number of concurrent application files allowed during the corresponding time period. The software license schedule may include a plurality of time periods each having a different corresponding maximum number of concurrent user allowed. The software management system authorizes concurrent usage of application files based on the time period during which an application file usage request is received and the number of concurrent users presently authorized.

Periodic software licensing system

The present invention is directed to a telecommunication device 174 or 180 including (a) an input operable to receive from an endpoint, as part of a live voice communication, a text message and an audio message, the audio message being a voiced version of the text message; (b) a character display; (c) at least one activator; and (d) a graphical display agent 184 operable to (i) display the text message on an associated character display 300 and (ii) audibly play the audio message.

Interactive voice response unit response display

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Seven Hills, Australia

Chris Goringe