Ruby L Fields

US Patent:

8280022, Oct 2, 2012

Filed:

Apr 30, 2012

Appl. No.:

13/459769

Inventors:

Juderic Trinidad - Atlanta GA, US
Ruby Amastha Fields - Smyrna GA, US

Assignee:

Noble Systems Corporation - Atlanta GA

International Classification:

H04M 3/42

US Classification:

37920101, 37922001, 37922101, 37914206

Abstract:

A call center maintains various pools of telephone numbers, where each telephone number pool comprises a plurality of telephone numbers in a geographic area. A call originating to a called number uses a calling telephone number that is selected from one of a plurality of telephone number pools based on the area designated by the called number. An index value is used to select the telephone number from the selected telephone number pool. The selected telephone number is used to as a calling telephone number when originating a call to the called party.

US Patent:

8594303, Nov 26, 2013

Filed:

Mar 15, 2013

Appl. No.:

13/838913

Inventors:

Ruby Amastha Fields - Smyrna GA, US

Assignee:

Noble Systems Corporation - Atlanta GA

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926504, 379242, 37926503

Abstract:

An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine if the agent is allowed to request a break associated with the pause code. The pause code may be further analyzed to determine if it is of an unpaid type, in which case the agent is requesting an unpaid break. If the break is of a paid type, then a threshold timer may be started at the beginning of the break that when expires indicates that any remainder of the break is processed as unpaid time. This can be accomplished by noting an event associated with the threshold timer in an agent work history log or by automatically logging off the agent at the expiry of the timer.