1
Joseph Smyth, Tony McCormack: Methods of controlling video signals in a video conference. Nortel Networks, Barnes & Thornburg, February 28, 2006: US07007098 (85 worldwide citation)

A method of controlling video signals in a multi-participant video conference involves assessing the level of video signal required from each participant to mix the desired broadcast video signals, and using the result of this assessment to dynamically control the video output from the endpoints of ...


2
Tony McCormack, Nithyaganesh Kirubalaratnam, Neil O Connor: Management of queues in contact centres. Nortel Networks, Barnes & Thornburg, August 30, 2011: US08010607 (65 worldwide citation)

Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In thi ...


3
Patrick Hession, Tony McCormack, James Hickey: Methods of monitoring communications sessions in a contact centre. Nortel Networks, Barnes & Thornburg, November 25, 2008: US07457404 (34 worldwide citation)

A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, sho ...


4
Patrick Hession, Tony McCormack, Arik Elberse: Contact center. Avaya, Barnes & Thornburg, August 3, 2010: US07769161 (26 worldwide citation)

One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center ag ...


5
Patrick Hession, Tony McCormack, John Costello: System and method for notifying participants of topics in an ongoing meeting or conference. Rockstar Consortium US, Christopher & Weisberg P A, September 30, 2014: US08849907 (19 worldwide citation)

A conference notification system in which potential participants to a conference re notified of relevant sections of the conference as they occur. Records are maintained of associations of persons to at least one or more conference section indicators, each indicator being uniquely associated with a ...


6
Stephen Whynot, John H Yoakum, Tony McCormack: Collaboration agent. Nortel Networks, Withrow & Terranova PLLC, November 15, 2011: US08060563 (17 worldwide citation)

A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. ...


7
Tony McCormack, Thomas McGuire: Multi-media contact center. Nortel Networks, Barnes & Thornburg, September 18, 2007: US07272223 (14 worldwide citation)

Multi-media call centers are able to receive incoming contacts or calls in a plurality of different types of medium. For example, as email, fax, chat, web-based and other types of contact. Incoming contacts are routed to one of a plurality of agents. Each agent has one or more skills, for example, a ...


8
John H Yoakum, Tony McCormack, John Costello: Method and system for controlling audio in a collaboration environment. Avaya, Withrow & Terranova PLLC, March 27, 2012: US08144633 (12 worldwide citation)

A method and system for designating an aural position of an audio stream in a collaboration environment. A plurality of icons corresponding to participants are displayed in a user interface. A moderator may move the icons from a first position in the user interface to a second position in the user i ...


9
Patrick Hession, Andrew Prokop, Tony McCormack: Directing contacts between an end user and a contact center agent. Nortel Networks, Barnes & Thornburg, July 22, 2008: US07403607 (11 worldwide citation)

Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot b ...


10
Alan Diskin, Tony McCormack, John Yoakum, Neil O Connor: Indexing recordings of telephony sessions. Avaya, Barnes & Thornburg, February 19, 2013: US08379819 (9 worldwide citation)

Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associa ...