Aspect Communications Corporation

Gm Global Technolgoy Operations, Inc.

Teknowledge Corporation

Tecknowledge, Inc.

Robert H Joyce

Jason Ehrlich

Steven Y Yu

Steven Hardy

Richard W Marczewski

Melissa M Marek

Atul Bajpai

Steven J Ollanik

Allan Michael Moore

Charles S Amble

Nanda Kishore

Munisekaran Madhipatla

Rick A Perotti

Anil B Shrivastava

A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.

System and method for automated and customizable agent availability and task assignment management

A method and apparatus for universal call identification. One embodiment includes a method in a telephone call processing system for maintaining information about a call. The method includes creating a universal call identification for the call the call is received in the system. A call includes each of a multiple call segments that occur between a first connection of a caller resource to a call processing system resource and a disconnection of the caller resource from the call processing system. The method also includes creating a record of each of the call segments.

Method and apparatus for universal call identification

A method and apparatus for integrating business data and transaction data in a transaction processing environment comprises a telephone call processing system including a call distribution device connected to several agent devices through one type of communication link. The call distribution device is connected to an information server through another type of communication link. The information server includes a database for storing business data associated with call data for a particular call. A machine implemented method for storing data related to a call comprising the steps of transmitting a host data value from an agent device to the information server during a transaction, and, if a host data signal is received by the data warehouse during the transaction, associating the host data value with a transaction identifier and storing the host data value in the database a predetermined time after a termination of the call.

Method and apparatus for integrating business data and transaction data in a transaction processing environment

A general purpose expert system architecture for diagnosing faults in any one of a plurality of machines includes a machine information database containing information on characteristics of various components of the machines to be diagnosed and a sensory input database which contains vibration data taken at predetermined locations on each of the machines. The system knowledge base contains a plurality of general rules that are applicable to each of the plurality of machines. The generality of diagnosis is accomplished by focusing on components that make up the machine rather than individual machines as a whole. The system architecture also permits diagnosis of machines based on other parameters such as amperage, torques, displacement and its derivatives, forces, pressures and temperatures. The system includes an inference engine which links the rules in a backward chaining structure.

Method and apparatus for diagnosing machines

A tool for building a knowledge system and running a consultation on a computer is easily mastered by people with little computer experience yet also provides advanced capabilities for the experienced knowledge engineer. The knowledge system includes a knowledge base in an easily understood English-like language expressing facts, rules, and meta-facts for specifying how the rules are to be applied to solve a specific problem. The tool includes interactive knowledge base debugging, question generation, legal response checking, explanation, certainty factors, and the use of variables. The knowledge base language permits recursion and is extensible. Preferably, control during a consultation is goal directed in depth-first fashion as specified by rule order. The tool is easily embodied in assembly language, or in PROLOG to allow user-defined PROLOG functions.

Basic expert system tool

Growing community of inventors

San Jose, CA, United States of America

Robert H Joyce