Cisco Technology, Inc.

Aspect Communications Corporation

Aspect Communication Corporation

Gebran George Chahrouri

Joseph Khouri

Shmuel Shaffer

Labhesh Patel

Shantanu Sarkar

Bruce D Moon

Mukul Jain

Sanjeev Kumar

Bich Nguyen

Kevin T Collins

Daniel Shaffer

Biren Gandhi

Glen Kazumi Okita

Joseph F Khouri

Mohammed I Darwish

Paul E Matz

Shantanu Sharkar

Chris S L Yeo

Michael Butensky

Bich Tu Nguyen

Bruce Moon

A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.

System and method for navigating using multiple modalities

Techniques are provided for receiving incoming work at an enterprise, obtaining social information for agents of the enterprise, comparing the social information obtained for the enterprise agents with information associated with the incoming work, and assigning the incoming work to a selected enterprise agent based upon at least one common feature included in the social information for the selected enterprise agent and the incoming work.

Routing of work in an enterprise based upon social information associated with enterprise agents and clients

A method for automatic call distribution includes receiving an incoming call for distribution through an automatic call distributor and identifying an agent to handle the incoming call. The method includes transitioning the agent to a transition state to reserve the agent for handling the incoming call. The transition state prevents the agent from participating in a lower priority call.

Method and system for blocking lower priority communications for improved automatic call distribution

In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.

Method and system using presence information to improve services provided by automatic call distribution centers

A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.

Method and system for transferring a call at an automatic call distribution system

A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.

Method and system for automatic call distribution

A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.

System and method for integrated queue management

A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.

Method and system for using presence information in error notification

A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. 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).

Optimal call speed for call center agents

A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.

Method and system for handling calls at an automatic call distribution system

A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able to receive user calls distributed by the ACD system. The user calls comprise requests for service. The method includes receiving an audible state command from the first agent through the communications link and changing the state of the first agent with respect to the ACD system in response to the audible state command.

Method and system for communicating with an automatic call distributor system agent

Methods and devices are provided for automating a login process and user/device associations. A user's preferred device settings and/or functions may be provisioned automatically. Some implementations provide an automated log out or 'sleep' when a user leaves one or more of the devices. Users may be automatically identified and associated. The 'presence' of members of a user group may be determined as required for one or more actions to be taken. Some user groups control devices according to which members of a group may have access to certain functions, information, etc., and which may not.

Multiple device and/or user association

A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

Method and system for automatic call distribution based on customized logic relating to agent behavior

Disclosed is an active or dynamic RFID tag that actively provides current status information regarding a particular item, as well as mechanisms for recognizing dynamic RFID information read from such RFID tag. Static identifying information regarding the particular item is provided either by the same active/dynamic RFID tag or by a different passive RFID tag. While the RFID tag may passively or actively provide general identification, the RFID tag actively provides status information that corresponds to changes in the corresponding item's status. In a first implementation, active RFID tags are positioned next to one or more components within a system so that each active RFID tag is powered and transmitting its RFID information when its corresponding component is operational. In contrast, each active RFID tag is positioned so that it is not powered and not transmitting its RFID information when its component is failing. Accordingly, an RFID reader can then know when a system has a failing component when one of the component's corresponding active RFID tag is not transmitting its RFID information. In this first implementation, the active RFID tag either transmits or fails to transmit based on its component's status state. In a second implementation, a dynamic RFID is associated with a specific component, set of components, or system, and the dynamic RFID tag dynamically provides an RFID reader with RFID information that changes with its associated item's changing status state. The status state may correspond to any suitable parameter of the item or product that can change over time. Thus, the dynamic RFID provides different transmission frequencies based on different status states of its component or system.

Dynamic and hybrid RFID

A method of executing a transaction task within a transaction processing system includes, responsive to an event, the steps of identifying a workflow associated with the event. A transaction task, that at least partially executes the workflow, is distributed to an available thread within a pool threads operating within a multiprocessor system, that may be a Symmetrical Multiprocessor (SMP) system.

Growing community of inventors

Menlo Park, CA, United States of America

Gebran George Chahrouri