Inventor
FLOCKHART ANDREW DEREK
US16 patents
⚠️ This page may combine multiple inventors who share the name “FLOCKHART ANDREW DEREK”. Patents are grouped by organization below to help distinguish them — per-person disambiguation is on the roadmap.
AVAYA TECHNOLOGY CORP
9 patentsUS6661889B1Dec 9, 2003
Methods and apparatus for multi-variable work assignment in a call center
AVAYA TECHNOLOGY CORP305 citations99
US6535601B1Mar 18, 2003
Skill-value queuing in a call center
AVAYA TECHNOLOGY CORP392 citations99
US6614903B1Sep 2, 2003
Methods and apparatus for service state-based processing of communications in a call center
AVAYA TECHNOLOGY CORP110 citations98
US6563920B1May 13, 2003
Methods and apparatus for processing of communications in a call center based on variable rest period determinations
AVAYA TECHNOLOGY CORP143 citations98
US7035927B2Apr 25, 2006
Intelligent inbound/outbound communications blending
AVAYA TECHNOLOGY CORP75 citations97
US6732188B1May 4, 2004
Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator
AVAYA TECHNOLOGY CORP72 citations97
US6453038B1Sep 17, 2002
System for integrating agent database access skills in call center agent assignment applications
AVAYA TECHNOLOGY CORP348 citations97
US6633640B1Oct 14, 2003
Methods and apparatus for analysis of load-balanced multi-site call processing systems
AVAYA TECHNOLOGY CORP60 citations92
US6839419B1Jan 4, 2005
Ring network implemented by telephony switches and links
AVAYA TECHNOLOGY CORP12 citations83
LUCENT TECHNOLOGIES INC
5 patentsUS5754639AMay 19, 1998
Method and apparatus for queuing a call to the best split
LUCENT TECHNOLOGIES INC351 citations97
US5740238AApr 14, 1998
Method and apparatus for queuing a call to the best backup split
LUCENT TECHNOLOGIES INC214 citations97
US5684872ANov 4, 1997
Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
LUCENT TECHNOLOGIES INC192 citations97
US5903877AMay 11, 1999
Transaction center for processing customer transaction requests from alternative media sources
LUCENT TECHNOLOGIES INC255 citations95
US6049547AApr 11, 2000
Lookahead interflow of traffic among a plurality of serving sites of one customer
LUCENT TECHNOLOGIES INC128 citations94