Inventor
FOSTER ROBIN H
US24 patents
⚠️ This page may combine multiple inventors who share the name “FOSTER ROBIN H”. Patents are grouped by organization below to help distinguish them — per-person disambiguation is on the roadmap.
AVAYA TECHNOLOGY CORP
17 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
US6173053B1Jan 9, 2001
Optimizing call-center performance by using predictive data to distribute calls among agents
AVAYA TECHNOLOGY CORP594 citations98
US6163607ADec 19, 2000
Optimizing call-center performance by using predictive data to distribute agents among calls
AVAYA TECHNOLOGY CORP768 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
US6766013B2Jul 20, 2004
Timely shut-down of a real-time work center
AVAYA TECHNOLOGY CORP65 citations96
US6359982B1Mar 19, 2002
Methods and apparatus for determining measures of agent-related occupancy in a call center
AVAYA TECHNOLOGY CORP74 citations96
US6356632B1Mar 12, 2002
Call selection and agent selection in a call center based on agent staffing schedule
AVAYA TECHNOLOGY CORP187 citations96
US6353667B1Mar 5, 2002
Minimum interruption cycle time threshold for reserve call center agents
AVAYA TECHNOLOGY CORP74 citations96
US6694009B1Feb 17, 2004
Estimation of a work item's wait-time from the present stages of processing of preceding work items
AVAYA TECHNOLOGY CORP62 citations94
US6366666B2Apr 2, 2002
Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
AVAYA TECHNOLOGY CORP157 citations94
US6760428B2Jul 6, 2004
Modification of voice prompting based on prior communication in a call center
AVAYA TECHNOLOGY CORP27 citations92
US6633640B1Oct 14, 2003
Methods and apparatus for analysis of load-balanced multi-site call processing systems
AVAYA TECHNOLOGY CORP60 citations92
US6925165B2Aug 2, 2005
Call selection based on continuum skill levels in a call center
AVAYA TECHNOLOGY CORP41 citations90
AVAYA INC
3 patentsUS7787609B1Aug 31, 2010
Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
AVAYA INC138 citations96
US8036371B2Oct 11, 2011
Utilizing small group call center agents to improve productivity without impacting service level targets
AVAYA INC3 citations54
US8923503B2Dec 30, 2014
Servicing calls in call centers based on estimated call value
AVAYA INC0 citations51