Avaya Inc.

Avaya Technology LLC

Melanie L Smith

Neil Hepworth

Kevin Chan

Alex M Krumm-Heller

Peter Donald Runcie

Muneyb Minhazuddin

James D Schreuder

Christopher Michael Goringe

Alastair J Rankine

Alan Green

Chris Goringe

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 present invention is directed to a system and method for determining one or more credentials of a network device. The system and method select a first network device from among a plurality of network devices, access a credential repository, contact the first network device, and test the validity of the first set of credentials. The credential repository comprises a first set of credentials corresponding to the first network device. If a user provides invalid or no credentials, a candidate credential queue can be used to guess a valid second set of credentials when the first set of credentials is not valid.

Credential management and network querying

An Interactive Voice Response unit (IVR) is provided that includes a menu structure comprising a plurality of menus, each menu comprising a plurality of options that are selectable by a user, wherein the plurality of menus and each menu's respective plurality of options define a plurality of potential navigation paths for the user through the menu structure and a processor operable to receive, from the user, a request to change the menu structure; effect the requested change to the menu structure; and associate the changed menu structure with the requesting user.

Client customizable interactive voice response system

A method and apparatus for determining operational preferences for a user access to a plurality of telecommunication response systems designating by the user that user operations of one of the plurality of telecommunication response systems will be the operational preferences of the user for all of the plurality of telecommunication response systems; storing the operational preferences for the user; accessing the stored operational preferences by a second one of the plurality of telecommunication response systems for use in communicating with the user during interactions with the user by the second one of plurality of telecommunication response systems; and interpreting user operations by the second one of plurality of telecommunication response systems using the accessed operational preferences.

Method and apparatus for uniform operational access across multiple information systems

Growing community of inventors

Rozelle, Australia

Melanie L Smith