Robert A Joyce

US Patent:

6442269, Aug 27, 2002

Filed:

Aug 23, 1999

Appl. No.:

09/379386

Inventors:

Jason Ehrlich - Pleasanton CA
Robert Joyce - San Jose CA
Steven Y. Yu - Fremont CA

Assignee:

Aspect Communications - San Jose CA

International Classification:

H04M 3523

US Classification:

37926503, 379116, 379119, 379135, 3792661

Abstract:

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.

US Patent:

6718022, Apr 6, 2004

Filed:

Aug 23, 1999

Appl. No.:

09/379563

Inventors:

Jason Ehrlich - Pleasanton CA
Robert Joyce - San Jose CA
Steven Y. Yu - Fremont CA

Assignee:

Aspect Communications Corporation - San Jose CA

International Classification:

H04M 1500

US Classification:

379133, 37920503, 3792661, 379126

Abstract:

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.

US Patent:

7406515, Jul 29, 2008

Filed:

Jun 27, 2000

Appl. No.:

09/604199

Inventors:

Robert H. Joyce - San Jose CA, US
Allan Michael Moore - North Vancouver, CA
Rick A. Perotti - Morgan Hill CA, US

Assignee:

Aspect Communications - San Jose CA

International Classification:

G06F 15/173

US Classification:

709224, 709202, 709223, 37926501, 37926505, 37926509, 37926512

Abstract:

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.

US Patent:

20050086290, Apr 21, 2005

Filed:

Oct 17, 2003

Appl. No.:

10/687956

Inventors:

Robert Joyce - San Jose CA, US
Prabhuram Mohan - San Jose CA, US

International Classification:

G06F015/16
G06F017/30

US Classification:

709202000, 707003000

Abstract:

A method and apparatus to is provided to respond to a customer query received at a customer interaction system. The method includes communicating at least one expert group to an agent; receiving a selection from the agent that identifies an expert group from the at least one expert group, the selection triggering a first immediate message that includes a request for assistance from the expert group; identifying at least one expert that is associated with the expert group; and establishing an immediate message connection between the at least one expert and the agent, wherein the immediate message connection enables the exchange of immediate messages between the at least one expert and the agent so the agent may respond to the customer query.

US Patent:

20050111653, May 26, 2005

Filed:

May 27, 2003

Appl. No.:

10/447250

Inventors:

Robert Joyce - San Jose CA, US
Prabhuram Mohan - San Jose CA, US

International Classification:

H04M003/00
H04M005/00
G06F003/00
G06F009/46

US Classification:

379265090, 719318000

Abstract:

A method and apparatus is provided to process an instant message call within a customer interaction system. The method includes receiving the instant message call at the customer interaction system and processing the instant message call within the customer interaction system with other interaction types based on information associated with the instant message call.

US Patent:

43631223, Dec 7, 1982

Filed:

Sep 16, 1980

Appl. No.:

6/187821

Inventors:

David H. A. Black - Chelsea, CA
Robert H. Joyce - Menlo Park CA
Fouad Daaboul - Verdun, CA
Tiu Le Van - Touraine, CA

Assignee:

Northern Telecom Limited - Montreal

International Classification:

H04J 602
H04B 162

US Classification:

370 81

Abstract:

A DSI transmission system is described in which noise signal contrast is mitigated by transmitting not only active channels but also channels which carry background noise, the resolution of the background noise channels being varied in dependence upon the number of channels transmitted. In the described system, the DSI transmission is effected in superframes each of which consists of an overhead information frame and a plurality of digital message frames. The overhead information frame contains a word indicating the transmission status of each channel during the superframe, a code indicating the number of bits of each digital message, and maximum segment value information bits for each of the active channels which are transmitted using nearly instantaneous companding. Each of the remaining frames contains a digital message in respect of each active channel. Remaining space in these frames is occupied by digital messages in respect of the background noise channels, which are allocated to the frames by cyclic assignment and are transmitted using compact PCM encoding.

US Patent:

44838964, Nov 20, 1984

Filed:

Feb 4, 1983

Appl. No.:

6/464132

Inventors:

James B. Gray - San Diego CA
Peter L. Jorgenson - El Cajon CA
Robert A. Joyce - La Mesa CA

Assignee:

Seam Team - El Cajon CA

International Classification:

B32B 300

US Classification:

428200

Abstract:

A carpet seaming apparatus includes an elongated bonding tape having an electrical resistance circuit with contacts at the edge of the tape mounted on the face thereof with a hot melt adhesive in the form of elongated beads running the length of the tape that melts in response to electrical current in the resistive conductors. A tool having spaced apart electrical contacts for engaging the contacts adjacent the edges of the tape inducing an electrical current therein for heating and melting the hot melt adhesive.

US Patent:

49858572, Jan 15, 1991

Filed:

Aug 19, 1988

Appl. No.:

7/234371

Inventors:

Atul Bajpai - Warren MI
Richard W. Marczewski - Rochester MI
Melissa M. Marek - Royal Oak MI
Anil B. Shrivastava - Troy MI
Charles S. Amble - Prudenville MI
Robert H. Joyce - San Jose CA
Nanda Kishore - Los Gatos CA
Steven J. Ollanik - Los Altos CA

Assignee:

General Motors Corporation - Detroit MI

International Classification:

G01F 1515

US Classification:

36455101

Abstract:

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.