Avaya Inc.

Avaya Technology LLC

Michael Alan Bland

Stephan Edward Friedl

Terry Don Jennings

Jeffrey James Olson

Richard Shaffer Youngkin

Robert C Steiner

Michael John Thomas

Gene Masaru Uba

Daniel Keele Burgin

Jeffrey Chu

Ramesh Achuthan

A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Secret transfers in contact centers

To provide an enhanced customer service experience, various combinations of web searches, site-specific filtering tools and syndicated feed readers can be used to find relevant posts on the internet. Internal email, IM, phone, and the like can cooperate with an appropriately equipped expert-finding solution to assist with help in locating the experts qualified to respond to the post(s). The leveraging of RSS/Atom feeds or similar technology, content analysis, and contact center work distribution algorithms are leveraged to monitor the feeds from multiple sites and automatically distribute messages to appropriately skilled contact center agents. Each message discovered is analyzed to determine which contact center queue it is to be routed to, and then the contact center assigns it to an appropriate agent. This eliminates or significantly reduces the amount of manual searching and qualification of posts.

Treatment of web feeds as work assignment in a contact center

An event reporting system includes a computational componentoperable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Deferred control of surrogate key generation in a distributed processing architecture

The present invention provides methods, devices, and systems for allowing a conference participant to politely join a conference already in progress. The conference participant may attempt to connect to the conference and the conferencing system may wait to allow the participant access to the conference until a polite moment occurs in the conference. Upon such an occurrence of a polite moment, the participant may be joined to the conference and the participant's presence may be announced.

Beeping in politely

An consumer contact toll optimizer providing for the automatic disconnection and reconnection of communication links between communications devices and/or services is provided. The system allows communication links to be terminated before a specified period of time has elapsed, thereby allowing consumers of communications services charging on a time of use basis to minimize the charges incurred while using such services. In particular, the present invention allows consumers to minimize fees in connection with communications networks that charge at a first, lower rate for an initial period of time, and a second, higher rate for subsequent periods of time. The present invention is particularly well-suited for use in connection with wireless telephones having service plans that do not charge for the first incoming minute of a telephone call, and in connection with long distance service plans that charge a lower rate for an initial period of time and a higher rate for a subsequent period of time.

Growing community of inventors

Boulder, CO, United States of America

Michael Alan Bland