Sally M Cartwright

US Patent:

7415417, Aug 19, 2008

Filed:

Mar 15, 2002

Appl. No.:

10/099144

Inventors:

David G. Boyer - Oceanport NJ, US
Sally Cartwright - Westminster CO, US
Susan K. Harkreader - Arvada CO, US
Thomas L. Hemm - Boulder CO, US
Joylee Kohler - Northglenn CO, US
Doree Duncan Seligmann - New York NY, US

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06Q 10/00
H04M 3/00

US Classification:

705 1, 37922604

Abstract:

The present invention is directed to a customer contact in which a agent service function to collect predetermined types of information regarding the contact and/or the contact center and interface with the contact. The interface can include presenting service options to the contact. A mood detector can be used to collect information about the customer's state of mind.

US Patent:

20030174830, Sep 18, 2003

Filed:

Mar 15, 2002

Appl. No.:

10/098824

Inventors:

David Boyer - Oceanport NJ, US
Sally Cartwright - Westminster CO, US
Susan Harkreader - Arvada CO, US
Thomas Hemm - Boulder CO, US
Joylee Kohler - Northglenn CO, US
Doree Seligmann - New York NY, US

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265020, 379/265130

Abstract:

The present invention is directed to a customer contact in which a session monitor identifies and implements multi-customer sessions. A conferencing function connects the plurality of customers -simultaneously to the same resource and/or to each other. Participation in the sessions can be mandatory or optional. The sessions can be created continually or periodically, such as when the contact center is in an session mode. The sessions can be closed or open to new customers after commencement.

US Patent:

20070230681, Oct 4, 2007

Filed:

Jun 13, 2007

Appl. No.:

11/762255

Inventors:

David Boyer - Oceanport NJ, US
Sally Cartwright - Westminster CO, US
Susan Harkreader - Arvada CO, US
Thomas Hemm - Boulder CO, US
Joylee Kohler - Northglenn CO, US
Doree Seligmann - New York NY, US

Assignee:

AVAYA INC. - Basking Ridge NJ

International Classification:

H04M 5/04

US Classification:

379265100, 379265020, 379266020

Abstract:

The present invention is directed to a customer contact in which a agent service function to collect predetermined types of information regarding the contact and/or the contact center and interface with the contact. The interface can include presenting service options to the contact. A mood detector can be used to collect information about the customer's state of mind.