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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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Rainie M Bicknell, Frank J Bogart, Henry C Dittmer: Station number portability. American Telephone and Telegraph Company, AT&T Information Systems, David Volejnicek, June 28, 1988: US04754479 (127 worldwide citation)

An arrangement is disclosed for providing station number portability to stations ported from an original switching node to a new switching node which allows the ported station to maintain its original assigned station number. A ported station retains its original assigned number when it's original a ...


4
Frank J Bogart, Mary R Dedisse, Radhakrishna S Divakaruni, Charles J Fette, Keith S Knight, Karen L Page, Thornton S Paxton: Providing feature transparency between a plurality of PBXs. AT&T Bell Laboratories, Donald M Duft, December 11, 1984: US04488004 (85 worldwide citation)

An arrangement for according station and attendant feature transparency between independently operational PBXs of a PBX network. Each PBX includes a switch processor, station lines and tie-trunks extending to other PBXs. Each PBX also has a Direct Memory Data Controller (DMDC) for transmitting servi ...


5
Frank J Bogart, Nancy K S Modisette: Inter-exchange carrier access selection feature for a PBX user. American Telephone and Telegraph Company AT&T Information Systems, John C Moran, December 13, 1988: US04791665 (76 worldwide citation)

This feature provides the telephone communication system with the capability to automatically select one of a plurality of inter-exchange carriers to serve an inter-exchange call originated by a telephone communication system user. In response to an inter-exchange call origination, the telephone com ...


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Frank J Bogart, Bruce D Butterfield, David L Chavez Jr, Henry C Ditmer, Frederick R Fix, Larry J Hardouin, Nancy K Schmidt, Linda L Thomson: Dynamic routing-administration. AT&T Bell Laboratories, David Volejnicek, May 10, 1994: US05311586 (44 worldwide citation)

Choice of what portions of a dialed number are important and what weight they carry in deciding how to route or otherwise treat a call is customized and made contextually dependent via a call-processing arrangement (200) that uses stored definitions of syntax (320, 350) and grammar (400, 410) of the ...


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Frank J Bogart, Camille Gabriel, Sarah Hildebrandt Kiefhaber, Gary S King, Rebecca Kay Phelps: Multimedia customer care center having a layered control architecture. Avaya Technology, David Volejnicek, December 20, 2005: US06978247 (32 worldwide citation)

The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific handlers (200–212) that manage their media-specific resources, con ...


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Frank J Bogart, Bruce D Butterfield, David L Chavez Jr, Henry C Dittmer, Frederick R Fix, Larry J Hardouin, Nancy K Schmidt, Linda L Thomson: Use-code based call-treatment selection. AT&T Bell Laboratories, David Volejnicek, August 30, 1994: US05343517 (24 worldwide citation)

Use codes representative of uses of calls are defined as a part of a network numbering plan, and a route or a destination for a call is selected in full or in part on the basis of the use code dialed by a caller in conjunction with the called number via a call-processing arrangement (200) that uses ...


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Frank J Bogart, Bruce D Butterfield, David L Chavez Jr, Henry C Dittmer, Frederick R Fix, Larry J Hardouin, Nancy K Schmidt, Linda L Thomson: External-to-internal numbering plan aliasing. AT&T, David Volejnicek, April 4, 1995: US05404395 (17 worldwide citation)

External invocation of features on a switching system (10) from a network (18) is made possible by aliasing otherwise-unused network numbers that are assigned to the switching system within the network numbering plan to feature-access codes of the switching system's internal numbering plan, in the s ...


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Frank J Bogart, Bruce D Butterfield, David L Chavez Jr, Henry C Dittmer, Frederick R Fix, Larry J Hardouin, Nancy K Schmidt, Linda L Thomson: Arrangement for effecting segmentation of a dialed number. AT&T Bell Laboratories, David Volejnicek, March 29, 1994: US05299261 (15 worldwide citation)

Any valid displayed called number may be properly visually segmented by a call-processing arrangement (200) that uses stored definitions of syntax (320, 350) and grammar (400, 410) of the whole network numbering plan. The syntax definitions include definitions (312) of individual symbol strings and ...