Avaya Inc.

At+t Corp.

Robert Mitchell

Sandra Abramson

John W Soltes

William H Jolicoeur

Joseph M Wallerius

Paul Roller Michaelis

Yihsiu Chen

Kathleen J Chylinski

David Ray Burritt

Roger Leon Toennis

Darren A Kall

Gary C Smith

Kimberly A Baals

Randall J Penning

Bruce P Mazza

Nancy Schmidt

Don Gillespie

Scott Hendrick

Matthew Jerome Stevens

Vincent A Illuzzi

Ted Morrow

Rituraj Sinha

Won Uk Huh

Tim Kaye

Tamara Jo Noirot

Charles Farwell

Rick Windhausen

Cliff Grimes

The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.

Contact center agent display application

The present disclosure is directed to a method and system to forcibly unregister and/or prevent registration of a gateway and/or other endpoint in a network region in response to a survivable gatekeeper servicing the network region becoming active.

Method to block split phone and gateway registration

A method and apparatus provide telecommunication terminal status information as enhanced telecommunication terminal status information by establishing communication with a telecommunication switching system controlling a telecommunication terminal by a monitor computer; directly accessing the telecommunication terminal status information from the telecommunication switching system by the monitor computer via a path distinct from that used to transmit the telecommunication terminal status information to the telecommunication terminal; converting the telecommunication terminal status information to enhanced terminal status telecommunication terminal status information by the monitor computer; and presenting the enhanced telecommunication terminal status information to a user of the telecommunication set. The telecommunication set may be a multi-paged telecommunication set. Further, the method and apparatus allow an individual to observe telecommunication terminals of an observed group by receiving enhanced telecommunication terminal status concerning the status of these telecommunication terminals.

Apparatus and method for providing enhanced telecommunication terminal status information

A method, system, and computer-readable medium for backing up and/or restoring user-specific settings for one or more IP telecommunications terminals. A backup process is initiated through a user interface of the IP telecommunications terminal. A file name and a backup file are supplied from the telecommunication terminal during a backup process. The backup file is transferred to an HTTP server and the backup file is transferred to the IP telecommunications terminal or other terminals in response to an HTTP GET message received from an IP telecommunications terminal connected to the HTTP server. Accordingly, multiple users can enjoy customized user-interfaces at multiple locations and across multiple platforms.

Telephone stations with independent backup/restore feature

An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.

Local preservation of an agent message

A system and method are disclosed for providing access to a telephone Application and an Information Application using a walk-up telecommunications terminal having an intuitive, context-sensitive interface configured to facilitate simple and intuitive usage by a user. An Idle Application is displayed on a display screen of the walk-up telecommunications terminal. A Startup Screen is then displayed on the display screen of the walk-up telecommunications terminal in response to a triggering event. The Phone Application is activated in response to a Phone Application event. An Information Application is activated in response to an Information Application event. The Phone Application is configured to take priority over the Information Application in the user interaction with the walk-up telecommunications terminal.

System and method of providing a walk-up telecommunications terminal having a telephone application and information application

A method and apparatus are disclosed that enable: (i) applications that are external to a telecommunications terminal, rather than the user, to initiate the delivery of content to the terminal, and (ii) the terminal to determine, based on the state of the terminal, whether or not to provide the content to a user. The 'state' of the terminal is determined by one or more of (i) user-driven states, (ii) data states, and (iii) call states. When the terminal's state is considered, as in accordance with the illustrative embodiment of the present invention, the readiness of the user and terminal to accept and process the content are accounted for, and as a result the content does not interfere.

Message handling based on the state of a telecommunications terminal

A telephone terminal configured to provide a personalized user selectable feature which is displayed whenever the telephone terminal display is returned to an idle state from accessing other available features on the telephone terminal. Any of the available features on the telephone terminal may be designated as the personalized user selectable feature. A user may, for example, select a feature in the terminal that he or she uses the most as the personalized user selectable feature. Rapid movement to and execution of this user selectable feature from any of the other features in the telephone terminal is thus facilitated.

Selectable display for a telephone terminal

Growing community of inventors

Aberdeen, NJ, United States of America

Robert Mitchell