The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 13, 2017
Filed:
Mar. 11, 2013
Applicant:
Avaya Inc., Basking Ridge, NJ (US);
Inventors:
Patrick Tendick, Basking Ridge, NJ (US);
Roger I. Krimstock, Boulder, CO (US);
Matias Potel Feola, Ciudad de Buenos Aires, AR;
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); G06F 15/173 (2006.01); H04M 3/51 (2006.01); G06Q 10/06 (2012.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06Q 10/0639 (2013.01); H04M 2203/558 (2013.01);
Abstract
Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.