1
Ajita John, Reinhard P Klemm, Doree D Seligmann: Method and apparatus for providing a virtual assistant to a communication participant. Avaya, January 31, 2012: US08107401 (155 worldwide citation)

Methods and apparatus are disclosed for providing a virtual assistant to at least one party of a communication. The virtual assistant is injected into the communication, for example, by a VXML engine. The operation of the virtual assistant is controlled by one or more software modules that are obtai ...


2
Reinhard P Klemm, Navjot Singh: Method and apparatus for target application program supervision. Lucent Technologies, Thomas Stafford, September 24, 2002: US06457142 (91 worldwide citation)

A fault monitoring, performance monitoring and fault tolerance apparatus and method for target target application programs is realized in an application supervisor by employing a supervisor agent, modified application programming interfaces (APIs), a generic application wrapper and a shell script th ...


3
Reinhard P Klemm, Navjot Singh: Automatic failure detection and recovery of applications. Avaya Technology, Cohen Pontani Lieberman & Pavane, July 10, 2007: US07243267 (67 worldwide citation)

A method and apparatus for executing target application programs with employment of a supervisor that is coupled to the executing target application through a conventional status reporting port of the computer. Events that represent execution errors or unexpected behavior are provided to the reporti ...


4
David G Boyer, Ajita John, Reinhard P Klemm, Doree D Seligmann: Method and apparatus for launching a conference based on presence of invitees. Avaya, September 18, 2012: US08270320 (20 worldwide citation)

Methods and apparatus are provided for establishing a conference based on the presence or preferences (or both) of one or more invitees. The presence of each invitee is evaluated on one or more devices. A media type is selected based on the presence information. User preference information may be ev ...


5
Vijay K Gurbani, Suhasini Sabnis, Victoria Hiering, Luis Nieto, Aniruddha Gokhale, Richard B Hull, Reinhard P Klemm, Bharat Kumar, Gang Zhou: Customer relationship management system with network contact center server configured to control automated web and voice dialogues. Alcatel Lucent, Ryan Mason & Lewis, September 20, 2011: US08024401 (16 worldwide citation)

A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer ...


6
Ajita John, Reinhard P Klemm, Doree D Seligmann: Method and apparatus for providing communication tasks in a workflow. Avaya, Joseph B Ryan, Jason Paul DeMont, Wayne S Breyer, May 3, 2011: US07936863 (10 worldwide citation)

Methods and apparatus are provided for developing and processing workflows that include communication tasks. A workflow is generated according to the present invention by inserting at least one communication node in the workflow. The communication node associated is with a communication task having ...


7
Ajita John, Reinhard P Klemm, Doree D Seligmann, Xueshan Shan: Methods and apparatus for determining a presence of a user. Avaya, May 8, 2012: US08176086 (7 worldwide citation)

Methods and apparatus are disclosed for collecting presence information about a user from one or more presence sources associated with the user, such as applications, devices and locations. A presence agent is associated with each presence source; and the presence agents provide presence information ...


8
Ajita John, Reinhard P Klemm, Thomas A Petsche, Doree D Seligmann: Method and apparatus for data mining within communication session information using an entity relationship model. Avaya, May 15, 2012: US08180722 (5 worldwide citation)

Methods and apparatus are provided for analyzing user activity and for recording such user activity in an entity relationship model. A network is searched for materials associated with a user and content analysis techniques are performed on the associated materials to extract one or more characteris ...


9
Reinhard P Klemm, Doree Seligmann: Feeble ring tones. Avaya, Cohen Pontani Lieberman & Pavane, July 6, 2010: US07751542 (4 worldwide citation)

A system and method for permitting an initiator of a communication session request and a recipient of the communication session request to quickly negotiate the beginning of a communication session, such as a phone call, wherein the negotiation is performed based on the expressed current need and th ...


10
Reinhard P Klemm, Parameshwaran Krishnan, Doree D Seligmann, Navjot Singh: Facilitating a contact center agent to select a contact in a contact center queue. Avaya, Sheridan Ross P C, August 11, 2015: US09106750 (3 worldwide citation)

The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the cont ...