Gregory L Anderson

US Patent:

6694009, Feb 17, 2004

Filed:

Jun 15, 1999

Appl. No.:

09/333215

Inventors:

Gregory L. Anderson - Dallas TX
Andrew D. Flockhart - Thornton CO
Robin H. Foster - Little Silver NJ
Eugene P. Mathews - Barrington IL

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

37926606, 37926601, 37926508

Abstract:

To improve the prediction of wait times of calls ( ) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers ( ) or splits/skills ( ), additional data points are createdâeither manually or automaticallyâduring the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained ( ). This information is applied to historical information about previously-processed calls to estimate ( ) how long completion of the processing of each of those calls is likely to take, i. e. , how long it will be before the agents ( ) who are processing those calls become available to handle the waiting calls. The estimated times are then used ( ) as the predicted wait times of that plurality of the waiting calls.

US Patent:

7170993, Jan 30, 2007

Filed:

Dec 18, 2001

Appl. No.:

10/022926

Inventors:

Gregory Anderson - Colleyville TX, US
Vinod Anupam - Bridgewater NJ, US
Richard B. Hull - Chatham NJ, US
Bharat Kumar - Bridgewater NJ, US

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04M 3/00
H04M 5/00
G06Q 99/00
G06F 17/00
G06F 15/16
G06N 5/02

US Classification:

37926509, 379219, 379221, 379266, 705 1, 706 47, 709227

Abstract:

Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems for providing automated monitoring of user activity and personalized action taking based on such activity, in accordance with an on-line decision support mechanism which combines formal and heuristic reasoning. In a web-based system, for example, the on-line decision support provided in accordance with the invention can be used in a wide variety of e-commerce applications requiring automated, real-time, intelligent interventions, including targeted promotions and discounts, assisting with navigation through self-help material, supporting dynamic price negotiations, and even selecting large portions of page content.

US Patent:

48179442, Apr 4, 1989

Filed:

Dec 30, 1987

Appl. No.:

7/139466

Inventors:

Gregory H. Anderson - Plano TX
Alan B. Tarrant - Leonard TX

International Classification:

A63B 1300

US Classification:

272123

Abstract:

An apparatus for retaining a weight on a barbell includes a collar member and a weight engagement portion. The collar member has an annular rigid outer section and a radially inner frictional gripping portion, and defines an opening through the collar member to allow the collar to closely and slidably receive the end of the barbell. The weight engagement portion is associated with the annular, rigid outer section of the collar member in such a manner that axially outward movement of the weight or axially outward force thereon will contact the weight engagement portion and/or increase the force thereon, causing the axis of the collar member to skew and/or increase its skewedness with respect to the axis of the barbell, thereby frictionally locking the apparatus onto the bar. This frictional locking may also be achieved by skewing the aforesaid axes by hand, separate and apart from any contact between the weight and the apparatus.

US Patent:

62333321, May 15, 2001

Filed:

Jun 3, 1998

Appl. No.:

9/089788

Inventors:

Gregory Lane Anderson - Dallas TX
Lucinda M. Sanders - Boulder CO
Robert W. Donnelly - New Brunswick NJ
Eugene Mathews - Barrington IL
Mark Landers - Fair Haven NJ

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 300

US Classification:

379265

Abstract:

The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.

US Patent:

57579040, May 26, 1998

Filed:

Feb 5, 1996

Appl. No.:

8/597056

Inventors:

Gregory Lane Anderson - Dallas TX

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04Q 364
H04M 322
H04M 350
H04M 300

US Classification:

379265

Abstract:

A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activities to determine whether non-requested information is relevant to the monitored activities or what actions should be undertaken with respect to the call, and then giving an indication (216, 312) of the determination to the agent.