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Leonard M Canale, Henry A Kautz, Allen E Milewski, Bart Selman: Message filtering techniques. Lucent Technologies, Gordon E Nelson, David Volejnicek, April 8, 1997: US05619648 (616 worldwide citation)

Techniques for reducing the amount of junk e-mail received by a user of an e-mail system. A recipient description containing non-address information is added to an e-mail message. The user has an e-mail filter which has access to information which provides a model of the user. The e-mail filter uses ...


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Harvey R Lehman, William P Lidinsky, Harry E Mussman, David A Spicer, David Vlack: Digital communication network architecture for providing universal information services. American Telephone and Telegraph Company AT&T Bell Laboratories, David Volejnicek, August 9, 1988: US04763317 (419 worldwide citation)

A switched integrated wideband and narrowband multiservices digital network (FIGS. 1 and 2) is an ISDM providing universal information services based on wideband and narrowband voice, data, and video communications. It comprises a plurality of service areas (100, 101), each served by a central switc ...


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Frank J Bogart, Andrew D Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews, Stephen L Skarzynski: Optimizing call-center performance by using predictive data to distribute agents among calls. Avaya Technology, David Volejnicek, December 19, 2000: US06163607 (417 worldwide citation)

Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a s ...


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Gordon Richards Brunson: Synchronization of mailboxes of different types. Lucent Technologies, David Volejnicek, July 8, 1997: US05647002 (378 worldwide citation)

The contents of a pair of mailboxes (21, 31), one of which resides in an e-mail system (29) and the other of which resides in a voice-mail system (39), are automatically synchronized both in message content and in message state by a synchronizer (10), even though messages in the two mailboxes may ha ...


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Alan V Tonisson: Automatic dynamic changing of agents call-handling assignments. Lucent Technologies, David Volejnicek, May 11, 1999: US05903641 (336 worldwide citation)

An agent vector monitors selected performance parameters of a call center, such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiri ...


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Robert M Klein: Multi-media integrated message arrangement. AT&T, David Volejnicek, December 26, 1995: US05479411 (291 worldwide citation)

Voice, facsimile, and electronic mail messaging is integrated in a system (FIG. 1 ) that converts e-mail messages into voice-and-fax messages. An e-mail message (400) is parsed into voiceable, prose, segments (403) and non-voiceable, non-prose, segments (404). Prose segments are converted into voice ...


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M Alan Bland, Vladimir Nepustil: Management-data-gathering system for gathering on clients and servers data regarding interactions between the servers, the clients, and users of the clients during real use of a network of clients and servers. Lucent Technologies, David Volejnicek, March 24, 1998: US05732218 (252 worldwide citation)

In an information network of clients (101-102) and servers (103-104), a service management system (122) of a server gathers data from the server and from the clients for managing an information service. Information management data is gathered on a client by extensions (131) to a browser (130) and is ...


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Thomas S Fisher, Andrew D Flockhart, Roy A Jensen, Joylee E Kohler, Eugene P Mathews, Edward L Smelko: Call distribution based on agent occupancy. Lucent Technologies, David Volejnicek, October 27, 1998: US05828747 (250 worldwide citation)

A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has ...