1
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Managing caller profiles across multiple hold queues according to authenticated caller identifiers. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, September 5, 2006: US07103172 (108 worldwide citation)

A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold queue. A caller profile associated wi ...


2
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 17, 2007: US07245716 (103 worldwide citation)

A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated id ...


3
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Promoting caller voice browsing in a hold queue. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 11, 2006: US07076051 (91 worldwide citation)

A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an incentive to voice browse the at leas ...


4
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Providing account usage fraud protection. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, December 12, 2006: US07149296 (77 worldwide citation)

A method, system, and program providing identification usage fraud protection are provided. A context for a use of an identification via a communication line is detected at a fraud protection service. The context for use of the identification is analyzed in view of multiple previous uses of the iden ...


5
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, Scott Lee Winters: Identifying call parties to a call to an incoming calling party. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 27, 2004: US06768792 (75 worldwide citation)

A method, system, and program for identifying parties to a call to an incoming calling party are provided. A context for a current call is identified, wherein the context comprises at least an identity of a caller and an identity of a callee to the current call. An identifier for an incoming calling ...


6
Joseph Herbert McIntyre: Method and apparatus for determining compatibility of parent classes in an object oriented environment using versioning. International Business Machines Corporation, Duke W Yee, David A Mims Jr, Betty G Formby, July 2, 2002: US06415435 (62 worldwide citation)

A method and apparatus in a computer for comparing version information contained within class definitions to determine compatibility between classes in a hierarchy within an object oriented system.


7
Michael Wayne Brown, Joseph Herbert McIntyre, Victor S Moore, Michael A Paolini, Scott Lee Winters: System and method for conference call line drop recovery. International Business Machines Corporation, VanLeeuwen & VanLeeuwen, Joseph T VanLeeuwen, Mark S Walker, February 21, 2006: US07003286 (58 worldwide citation)

A system and method for identifying users dropped from a conference call and rejoining the user to the call upon reconnection. Users can participate in the conference by connecting through different types of networks using a device having one or more types of communication lines. When a user is disc ...


8
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling advertising output during hold periods. International Business Machines Corporation, John R Biggers, Mark S Walker, Biggers & Ohanian PLLC, January 27, 2004: US06683941 (58 worldwide citation)

A method, system, and program for controlling advertising output during hold periods are provided. A context for a call on hold is detected. An advertisement is selected for output during a hold space a hold period of the call according to the context. Output of the advertisement during the hold spa ...


9
Michael Wayne Brown, Joseph Herbert McIntyre, Scott Lee Winters: Method and apparatus for loading native object code in data processing system. International Business Machines Corporation, Duke W Yee, Jeffrey S LaBaw, September 25, 2001: US06295638 (49 worldwide citation)

A method and apparatus that provides a method for loading native code into the memory of a data processing system for use by a Java virtual machine. Native code is loaded for a method into the memory, wherein the memory is accessible by the Java virtual machine. An indicator is set to indicate to th ...


10
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Hold queue wait estimations. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, May 8, 2007: US07215759 (40 worldwide citation)

A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and current caller activity of the multipl ...