US20030212558A1 - Method and apparatus for distributed interactive voice processing - Google Patents

Method and apparatus for distributed interactive voice processing Download PDF

Info

Publication number
US20030212558A1
US20030212558A1 US10140850 US14085002A US2003212558A1 US 20030212558 A1 US20030212558 A1 US 20030212558A1 US 10140850 US10140850 US 10140850 US 14085002 A US14085002 A US 14085002A US 2003212558 A1 US2003212558 A1 US 2003212558A1
Authority
US
Grant status
Application
Patent type
Prior art keywords
agent
call
ivr
process
vxml
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
US10140850
Inventor
Valentine Matula
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
ServiceNow Inc
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date

Links

Images

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services, time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42314Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323PBX's with CTI arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5133Operator terminal details
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
    • H04M3/5191Call or contact centers with computer-telephony arrangements interacting with the Internet
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Abstract

A distributed interactive voice processing system is disclosed that distributes IVR capabilities to one or more agent terminals associated with a call center. One or more agent terminals support the traditional functions of a live agent, as well as additional IVR capabilities to support the functions of a virtual or automated agent. A call management system manages the distributed IVR resources by monitoring the availability status of the live and automated IVR agents in the distributed interactive voice processing system and distributing telephone calls and other types of communications to the appropriate agents. The availability status of the automated IVR agents is based on estimated available CPU cycles on the agent terminal. A received call is routed to the extension on the agent terminal associated with the selected IVR channel. A VXML process associated with the selected IVR channel obtains the appropriate application software from a central voiceXML application server and executes the VXML page(s) to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller. The distributed design allows centralized application management while using distributed resources to provide improved IVR availability.

Description

    FIELD OF THE INVENTION
  • [0001]
    The present invention relates generally to call centers or other call processing systems in which various types of communications, including voice messages, electronic mail messages, facsimiles, text messages, and Internet service requests, are distributed among a number of service agents for handling.
  • BACKGROUND OF THE INVENTION
  • [0002]
    Call centers distribute telephone calls and other types of communications to available customer service representatives, referred to herein as “agents,” using well-known automatic call distribution techniques. In a call surplus condition, where there are more incoming calls than agents available to process the incoming calls, the call center maintains one or more call queues to maintain the received incoming calls in an active state until an agent with the necessary skill becomes available to process the incoming call.
  • [0003]
    Call centers often employ interactive voice response (IVR) systems to efficiently provide callers with information in the form of recorded messages and to obtain information from callers using keypad or voice responses to recorded queries. The IVR systems are often referred to as “automated agents” or “virtual agents.” Existing call centers, such as the CONVERSANT® System for Interactive Voice Response, commercially available from Avaya Inc., are typically implemented as centralized server-based interactive customer service solutions. A number of IVR systems employ the Voice eXtensible Markup Language (VoiceXML) to create IVR scripts. Typically, a media server receives a call, obtains the appropriate VoiceXML page from a dedicated local or remote server and then executes the VoiceXML page for the caller.
  • [0004]
    The centralization of such IVR resources makes the administration and maintenance of these resources more efficient and also potentially more reliable due to centralized fault monitoring. Furthermore, the redundancy provided by most IVR systems helps to ensure the continued availability of the customer service capabilities that are critical to the efficient operation of a call center and improves the ability to recover from a failure by allowing IVR tasks to continue on an alternate device upon a detected failure. A centralized implementation also allows efficient maintenance of the IVR application processes, including the proprietary call flows and scripting languages, which may require modification or upgrade. IVR systems must typically interface with various subsystems required by the call center, including digital and analog voice circuits, dual tone multiple frequency (DTMF) processing systems, speech recognition systems and text-to-speech processing systems. Thus, the specialized circuitry required by the IVR systems to interface with other systems provides additional motivation for such centralized designs.
  • [0005]
    The agents in a call center typically employ computer terminals that are interconnected using a local area network (LAN). When a call is assigned to an available agent, information about the caller or the call (or both), is often routed with the call to the agent's terminal, for presentation to the agent. In this manner, the agent is better prepared to process the call in an efficient manner with up-to-date call-specific information. It has been found that the processing resources distributed among the various agents in a call center are generally under utilized as agents perform call processing functions.
  • [0006]
    A need therefore exists for a method and apparatus for distributing IVR functions among the agent terminals in a call center. A further need exists for a method and apparatus for creating an IVR system using spare processor cycles from agent terminals to supplement or replace centralized or dedicated IVR servers.
  • SUMMARY OF THE INVENTION
  • [0007]
    Generally, a distributed interactive voice processing system is disclosed that distributes IVR capabilities to one or more agent terminals associated with a call center. An agent terminal in accordance with the present invention is a computer system, such as a personal computer, work station or personal digital assistant, that supports the traditional functions of a live agent, as well as additional IVR capabilities to support the functions of a virtual or automated agent. The distributed interactive voice processing system includes a call management system that manages the distributed IVR resources in accordance with the present invention. Generally, the call management system monitors the availability status of the live and automated IVR agents in the distributed interactive voice processing system and distributes telephone calls and other types of communications to the appropriate agents. The availability status of the automated IVR agents is based on estimated available CPU cycles on the agent terminal.
  • [0008]
    When a call is received by the distributed interactive voice processing system, the call is routed using well-known techniques to the extension on the agent terminal of the selected IVR channel and the remote IVR process handles the call. The agent terminals include a VXML process (or another process that provides HTML-based support for IVR) and, optionally, a set of automatic speech recognition (ASR) and text-to-speech (TTS) resources that support the IVR capabilities of the automated IVR agent. When a call is assigned to a distributed IVR extension of a given agent terminal, the associated VXML process obtains the appropriate application page and IVR script from a central voiceXML application server. The VXML process executes the VXML page to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller. At the end of a given call, the VXML process will either disconnect the call or request the IP PBX switch to transfer the call to the appropriate call center agent or application.
  • [0009]
    In this manner, the present invention efficiently utilizes otherwise “idle” resources of an agent's terminal to provide IVR channels for everyday use or for peak use when centralized server systems are fully loaded or overloaded. The distributed design allows centralized application management while using distributed resources that provide improved IVR availability.
  • [0010]
    A more complete understanding of the present invention, as well as further features and advantages of the present invention, will be obtained by reference to the following detailed description and drawings.
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • [0011]
    [0011]FIG. 1 illustrates distributed interactive voice processing system accordance with the present invention;
  • [0012]
    [0012]FIG. 2 is a sample record from an agent database incorporating features of the present invention;
  • [0013]
    [0013]FIG. 3 is a flow chart describing an exemplary implementation of a distributed IVR management process incorporating features of the present invention; and
  • [0014]
    [0014]FIG. 4 is a flow chart describing an exemplary implementation of a VXML process incorporating features of the present invention.
  • DETAILED DESCRIPTION
  • [0015]
    [0015]FIG. 1 illustrates a distributed interactive voice processing system 100 in accordance with the present invention. As shown in FIG. 1, the distributed interactive voice processing system 100 includes a voiceXML application server 110, an Internet Protocol (IP) private branch exchange (PBX) 120, a call management system 130 and one or more agent terminals 160-1 through 160-N (hereinafter, collectively referred to as agent terminals 160), interconnected by a local area network (LAN) 150. According to one aspect of the present invention, each agent terminal 160 includes capabilities to support the traditional functions of a “live agent,” such as an IP Softphone process 170, as well as additional IVR capabilities to support the functions of an “automated agent.” An IP Softphone emulates a traditional telephone in a known manner. It is noted that the IVR functions that are deployed on the agent terminal 160 of a given live agent may not be related to the work of the given live agent. It is further noted that while the exemplary embodiment employs voiceXML (VXML), other techniques that provide HTML-based support for IVR, such as Speech Application Language Tags (SALT), described, for example, in Speech Application Language Tags (SALT), Technical White Paper, downloadable from www.saltforum.org, could be employed, as would be apparent to a person of ordinary skill in the art, based on the disclosure herein. SALT is a speech interface markup language that extends existing markup languages to enable multi-modal and telephony access to the Internet.
  • [0016]
    The IVR application (including the IVR scripts) may be written, for example, in VoiceXML and stored on the central VoiceXML application server 110. The centralized VoiceXML application server 110 simplifies version control and distribution of the application software to the distributed agent terminals 160 without significant administrative overhead. As discussed further below in conjunction with FIG. 4, the VoiceXML application server 110 is presented with requests VXML pages in the exemplary embodiment from a VXML process 400 that supports the IVR capabilities of the automated IVR agent. The VoiceXML application server 110 creates a session with the VXML process 400, and returns the first page of the IVR application encoded in VXML script to the VXML process 400 on the agent terminal 160 for interpretation. For each subsequent request, the VoiceXML application server 110 will obtain or dynamically create (or both) subsequent documents to be sent to the requesting VXML process 400 for rendering. When the interaction with the caller is finished, the final VXML page sent from the VoiceXML application server 110 to the VXML process 400 will instruct the VXML process 400 to terminate or transfer the call to the appropriate call center agent or application. The VoiceXML application server 110 may be embodied, for example, as a Microsoft Web server with Internet Information Services (IIS) package installed and enabled, commercially available from Microsoft Corp. of Redmond, Wash., as modified herein to carry out the features and functions of the present invention.
  • [0017]
    The IP PBX 120 includes an automatic call distribution process 300, discussed below in conjunction with FIG. 3, that manages the distributed IVR resources in accordance with the present invention. Generally, the automatic call distribution process 300 monitors the availability status of all live and automated IVR agents in the distributed interactive voice processing system 100 using an agent database 200, discussed below in conjunction with FIG. 2, and distributes telephone calls and other types of communications to the appropriate agents. The IP PBX 120 can provide information to the call management system 130 regarding the availability of individual agents and other call center statistics, for the generation of appropriate reports and forecasts.
  • [0018]
    The call management system 130 may be embodied, for example, as the Call Management System®, commercially available from Avaya Inc. of Basking Ridge, N.J., as modified herein to carry out the features and functions of the present invention. The IP PBX 120 may be embodied, for example, as the IP 600 Internet Protocol Communications Server, commercially available from Avaya Inc. of Basking Ridge, N.J., as modified herein to carry out the features and functions of the present invention.
  • [0019]
    The IVR capabilities of a given agent terminal 160 appear to the automatic call distribution process 300 as an agent logged onto an instance of a desktop telephone at the corresponding agent terminal 160. When a call is received at the distributed interactive voice processing system 100, the call is routed using well-known techniques to the IVR extension on the agent terminal 160 and the remote IVR process handles the call. The agent terminals 160 can be embodied as any computing system having a processor and memory configured to perform the disclosed features and functions of the present invention, such as a personal computer, workstation or personal digital assistant.
  • [0020]
    As shown in FIG. 1, and discussed further below, the agent terminal 160 includes a VXML process 400, discussed below in conjunction with FIG. 4, and a set of automatic speech recognition (ASR) and text-to-speech (TTS) resources 180 that support the IVR capabilities of the automated IVR agent. Generally, when a call is assigned to a distributed IVR extension of a given agent terminal 160, the associated VXML process 400 obtains the appropriate application page from the voiceXML application server 110 and begins to execute the VXML page to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller. At the end of a given call, the VXML process 400 will either disconnect the call or request the IP PBX switch 120 to transfer the call to the appropriate call center agent or application.
  • [0021]
    Call Management System 130
  • [0022]
    As previously indicated, the automatic call distribution process 300 employs an agent database 200, shown in FIG. 2, to record the availability status of all live and automated IVR agents in the distributed interactive voice processing system 100. The exemplary agent database 200 maintains a plurality of records, such as records 205 through 220, each associated with a different live or automated agent. For each agent identified by an agent identifier in field 230, the agent database 200 includes the extension address of the agent in field 235, an indication of any special skills of the agent in field 240 and an indication of the availability of the agent in field 250. It is noted that the information recorded in fields 230, 235 and 240 would typically be acquired and maintained by the call management system 130, and the information recorded in field 250 would typically be acquired and maintained by the automatic call distribution process 300 (which may in turn provide the availability status to the call management system 130, as indicated above).
  • [0023]
    The automatic call distribution process 300, shown in FIG. 3, manages the distributed IVR resources by monitoring the availability status of all live and automated IVR agents in the distributed interactive voice processing system 100 and distributing telephone calls and other types of communications to the appropriate agents. The automatic call distribution process 300 places calls into an IVR queue as with conventional centralized server systems. As discussed hereinafter, whenever an automated IVR agent (or live agent) that is logged into the queue becomes available, a call is selected from the waiting queue and presented to the agent. A record of each call started and each call completed is made to the call management system 130 for inclusion in status and historical reports.
  • [0024]
    As shown in FIG. 3, the automatic call distribution process 300 initially performs a test during step 310 to determine if an event is detected. If it is determined during step 310 that an event is not detected, then program control returns to step 310 until an event to be processed is detected. Once it is determined during step 310 that an event is detected, then program control proceeds to step 320 where a further test is performed during step 320 to determine if event is a change in the availability status of an agent. If it is determined during step 320 that there is no change in the availability status of an agent, then program control proceeds to step 360, discussed below. If, however, it is determined during step 320 that there is a change in the availability status of an agent, then the availability status is updated in the agent database 200 during step 330.
  • [0025]
    A further test is performed during step 340 to determine if an agent is available. If it is determined during step 340 that an agent is not available, then program control returns to step 340 until an available agent is detected. If, however, it is determined during step 340 that an agent is available, then a call is selected from the IVR queue and transferred to the available agent during step 350.
  • [0026]
    If it is determined during step 320 that there is no change in the availability status of an agent, then a further test is performed during step 360 to determine if the event is an incoming call. If it is determined during step 360 that the event is not an incoming call, then program control returns to step 310 and continues in the manner described above. If it is determined during step 360 that the event is an incoming call, then all incoming calls are placed into an IVR queue (not shown) during step 370, in a known manner. Program control then terminates or returns to step 310 for continued monitoring of changes in the availability status of agents and distributing telephone calls and other types of communications to the appropriate agents.
  • [0027]
    Agent Terminal 160
  • [0028]
    As previously indicated, the agent terminals 160 employ a VXML process 400, shown in FIG. 4, that supports the IVR capabilities of the automated IVR agent(s). Generally, when a call is assigned to a distributed IVR extension of a given agent terminal 160, the associated VXML process 400 obtains the appropriate application page from the voiceXML application server 110 and begins to execute the VXML page to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller. At the end of a given call, the VXML process 400 will either disconnect the call or request the IP PBX switch 120 to transfer the call to the appropriate call center agent or application.
  • [0029]
    As shown in FIG. 4, the IVR capabilities of a given agent terminal 160 can be activated during step 410, for example, when the live agent turns on the agent terminal 160. Thus, the VXML process 400 is initiated when the agent turns on the agent terminal 160, together with the EP Softphone process 170, and optional ASR and TTS processes. The VXML process 400 initially logs into the automatic call distribution process 300 during step 420 as an automated IVR agent in a “not-available” mode. The VXML process 400 monitors the CPU utilization of the agent terminal during step 430 for ‘N’ seconds. At the end of the ‘N’ second cycle, the VXML process 400 determines during step 440 whether resources are likely to be available during the next ‘N’ seconds to handle a call. For example, a minimum number of CPU cycles may be specified as a threshold to determine whether sufficient resources are available. In further variations, the availability of sufficient resources can be based, for example, on the rate of change of CPU cycles, or observations of the user mouse or another user input device (which assumes that additional CPU cycles will be consumed by the live agent following such a user input).
  • [0030]
    If it is determined during step 440 that resources are not likely to be available, the VXML process 440 stays in a “not-available” mode during step 445, and returns to step 430. If it is determined during step 440 that resources are likely to be available, the VXML process 400 changes its status during step 450 to an “available” mode by asking the IP Softphone process 170 to signal to the automatic call distribution process 300 that the virtual Agent VXML process is available. The VXML process 400 begins a timer during step 455 for ‘N’ seconds, and waits for a call. If the automatic call distribution process 300 determines that the virtual agent should receive a call from the IVR queue, the call will be routed to IP Softphone software 170, with the destination marked for the extension of the VXML process 400 (such as extension 2 through N in FIG. 1).
  • [0031]
    The VXML process 400 receives the telephone number of the calling party and the called number for the callwith the incoming call, and makes a request to the VXML applications server 110, for example, via an HTTP request. The VXML applications server 110 returns the first page of the IVR application encoded in VXML script to the VXML process 400 on the agent terminal 160 which is received during step 460 for interpretation. The VXML process 400 uses local CPU resources during step 465 to render the page, perform ASR and TTS services, if necessary, and return results to the VXML applications server 110.
  • [0032]
    A test is performed during step 470 to determine if the interaction with the caller is finished. For example, the final VXML page sent from the VXML applications server 110 to the VXML process 400 can instruct the VXML process 400 to terminate or transfer the call. If it is determined during step 470 that the interaction with the caller is not finished, the VXML process 400 will return to step 465 to process the next IVR script page. If it is determined during step 470 that the interaction with the caller is finished, the VXML process 400 will request the IP Softphone 170 to disconnect or to transfer the call during step 480. As part of standard processing between the automatic call distribution process 300 and the virtual agent, the virtual agent will be put into a “not-available” mode automatically. The VXML process will then return to step 430 to monitor system resources.
  • [0033]
    It is noted that if the predicted availability of an agent terminal 160 during step 440 turns out to be incorrect, the terminal 160 must merely time share the available CPU cycles between the functions of the live agent and the IVR functions of the automated agent, in a known manner.
  • [0034]
    It is to be understood that the embodiments and variations shown and described herein are merely illustrative of the principles of this invention and that various modifications may be implemented by those skilled in the art without departing from the scope and spirit of the invention.

Claims (20)

    I claim:
  1. 1. A distributed interactive voice processing system, comprising:
    a plurality of agent terminals each employed by a corresponding human agent associated with a call center, wherein at least one of said agent terminals supports a corresponding human agent and provides at least one automated interactive voice response (IVR) channel; and
    a call management system to distribute communications to an appropriate agent.
  2. 2. The distributed interactive voice processing system of claim 1, wherein said call a management system monitors an availability status of said at least one of said agent terminals.
  3. 3. The distributed interactive voice processing system of claim 2, wherein said availability status is based on a predicted number of available CPU cycles.
  4. 4. The distributed interactive voice processing system of claim 1, wherein said at least one of said agent terminals uses local processing resources to perform at least one interactive voice response function.
  5. 5. The distributed interactive voice processing system of claim 4, wherein said at least one interactive voice response function includes rendering an IVR script.
  6. 6. The distributed interactive voice processing system of claim 4, wherein said at least one interactive voice response function includes an automatic speech recognition function.
  7. 7. The distributed interactive voice processing system of claim 4, wherein said at least one interactive voice response function includes a text-to-speech translation function.
  8. 8. The distributed interactive voice processing system of claim 1, wherein said at least one of said agent terminals uses local processing resources to provide IP telephony resources to said human agent.
  9. 9. A computing system for use by a human agent in a call center, comprising:
    a memory that stores computer-readable code; and
    a processor operatively coupled to said memory, said processor configured to implement said computer-readable code, said computer-readable code configured to:
    support functions of said human agent; and
    provide interactive voice response capabilities to support functions of an automated agent.
  10. 10. The computing system of claim 9, wherein said processor is further configured to predict a number of available processing cycles in said processor.
  11. 11. The computing system of claim 9, wherein said interactive voice response capabilities includes rendering an IVR script.
  12. 12. The computing system of claim 9, wherein said interactive voice response capabilities includes an automatic speech recognition function.
  13. 13. The computing system of claim 9, wherein said interactive voice response capabilities includes a text-to-speech translation function.
  14. 14. A method for interacting with a caller in a call center, said method comprising the steps of:
    receiving a telephone call from a caller; and
    processing said telephone call using an interactive voice response channel executing on a computing system dedicated to a human agent.
  15. 15. The method of claim 14, further comprising the step of monitoring an availability status of at least one computing system dedicated to a human agent.
  16. 16. The method of claim 15, wherein said availability status is based on a predicted number of available CPU cycles.
  17. 17. The method of claim 14, wherein said computing system dedicated to a human agent uses local processing resources to perform at least one interactive voice response function.
  18. 18. A method for assigning a telephone call to an automated agent in a call center, said method comprising the steps of:
    receiving a telephone call from a caller;
    monitoring an availability status of at least one computer system upon which said automated agents execute; and
    assigning said telephone call to an available automated agent.
  19. 19. The method of claim 18, wherein said availability status based on a number of predicted available CPU cycles.
  20. 20. The method of claim 18, wherein said at least one computer system upon which said automated agents execute use local processing resources to perform at least one interactive voice response function.
US10140850 2002-05-07 2002-05-07 Method and apparatus for distributed interactive voice processing Abandoned US20030212558A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
US10140850 US20030212558A1 (en) 2002-05-07 2002-05-07 Method and apparatus for distributed interactive voice processing

Applications Claiming Priority (7)

Application Number Priority Date Filing Date Title
US10140850 US20030212558A1 (en) 2002-05-07 2002-05-07 Method and apparatus for distributed interactive voice processing
PCT/US2003/001315 WO2003096664A1 (en) 2002-05-07 2003-01-15 Method and apparatus for distributed interactive voice processing
KR20047017880A KR101002179B1 (en) 2002-05-07 2003-01-15 Method and apparatus for distributed interactive voice processing
CA 2484005 CA2484005C (en) 2002-05-07 2003-01-15 Method and apparatus for distributed interactive voice processing
EP20030705794 EP1502423A1 (en) 2002-05-07 2003-01-15 Method and apparatus for distributed interactive voice processing
US11845278 US7689426B2 (en) 2002-05-07 2007-08-27 Method and apparatus for distributed interactive voice processing
US12243284 US20090022284A1 (en) 2002-05-07 2008-10-01 Method and Apparatus for Distributed Interactive Voice Processing

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US11845278 Continuation US7689426B2 (en) 2002-05-07 2007-08-27 Method and apparatus for distributed interactive voice processing

Publications (1)

Publication Number Publication Date
US20030212558A1 true true US20030212558A1 (en) 2003-11-13

Family

ID=29399510

Family Applications (3)

Application Number Title Priority Date Filing Date
US10140850 Abandoned US20030212558A1 (en) 2002-05-07 2002-05-07 Method and apparatus for distributed interactive voice processing
US11845278 Active 2022-06-15 US7689426B2 (en) 2002-05-07 2007-08-27 Method and apparatus for distributed interactive voice processing
US12243284 Abandoned US20090022284A1 (en) 2002-05-07 2008-10-01 Method and Apparatus for Distributed Interactive Voice Processing

Family Applications After (2)

Application Number Title Priority Date Filing Date
US11845278 Active 2022-06-15 US7689426B2 (en) 2002-05-07 2007-08-27 Method and apparatus for distributed interactive voice processing
US12243284 Abandoned US20090022284A1 (en) 2002-05-07 2008-10-01 Method and Apparatus for Distributed Interactive Voice Processing

Country Status (5)

Country Link
US (3) US20030212558A1 (en)
EP (1) EP1502423A1 (en)
KR (1) KR101002179B1 (en)
CA (1) CA2484005C (en)
WO (1) WO2003096664A1 (en)

Cited By (71)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20040019638A1 (en) * 1998-09-11 2004-01-29 Petr Makagon Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US20040083479A1 (en) * 2002-10-23 2004-04-29 Oleg Bondarenko Method for organizing multiple versions of XML for use in a contact center environment
US20050043953A1 (en) * 2001-09-26 2005-02-24 Tiemo Winterkamp Dynamic creation of a conversational system from dialogue objects
US20050060200A1 (en) * 1998-06-16 2005-03-17 Paul Kobylevsky Remote prescription refill system
US20050132262A1 (en) * 2003-12-15 2005-06-16 Sbc Knowledge Ventures, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US20050154792A1 (en) * 1998-09-11 2005-07-14 Deryugin Vladimir N. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US20050169453A1 (en) * 2004-01-29 2005-08-04 Sbc Knowledge Ventures, L.P. Method, software and system for developing interactive call center agent personas
US20050203741A1 (en) * 2004-03-12 2005-09-15 Siemens Information And Communication Networks, Inc. Caller interface systems and methods
US20050276391A1 (en) * 2004-06-14 2005-12-15 Ibbotson Richard W Voice XML network gateway
US20060045241A1 (en) * 2004-08-26 2006-03-02 Sbc Knowledge Ventures, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
US20060090166A1 (en) * 2004-09-30 2006-04-27 Krishna Dhara System and method for generating applications for communication devices using a markup language
US20060174250A1 (en) * 2005-01-31 2006-08-03 Ajita John Method and apparatus for enterprise brokering of user-controlled availability
US20060222168A1 (en) * 2005-04-05 2006-10-05 Sean Curley Softphone
US20070003042A1 (en) * 2005-06-21 2007-01-04 Sbc Knowledge Ventures L.P. Method and apparatus for proper routing of customers
US20070041519A1 (en) * 2005-08-22 2007-02-22 Avaya Technology Corp. Filler video streams in interactive voice response systems
US20070291924A1 (en) * 2002-05-07 2007-12-20 Avaya Technology Corp Method and Apparatus for Distributed Interactive Voice Processing
US20080084974A1 (en) * 2006-09-25 2008-04-10 International Business Machines Corporation Method and system for interactively synthesizing call center responses using multi-language text-to-speech synthesizers
US20080304650A1 (en) * 2007-06-11 2008-12-11 Syntellect, Inc. System and method for automatic call flow detection
US20080304632A1 (en) * 2007-06-11 2008-12-11 Jon Catlin System and Method for Obtaining In-Use Statistics for Voice Applications in Interactive Voice Response Systems
US7471786B2 (en) 2005-04-15 2008-12-30 Avaya Inc. Interactive voice response system with partial human monitoring
US20090041212A1 (en) * 2005-04-15 2009-02-12 Avaya Inc. Interactive Voice Response System With Prioritized Call Monitoring
US7593962B2 (en) * 2005-02-18 2009-09-22 American Tel-A-Systems, Inc. System and method for dynamically creating records
US7606718B2 (en) 2003-05-05 2009-10-20 Interactions, Llc Apparatus and method for processing service interactions
US20100063815A1 (en) * 2003-05-05 2010-03-11 Michael Eric Cloran Real-time transcription
US20100061539A1 (en) * 2003-05-05 2010-03-11 Michael Eric Cloran Conference call management system
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US20110019812A1 (en) * 2009-07-27 2011-01-27 Verizon Patent And Licensing, Inc. System and method for interactive customer service
US20110082705A1 (en) * 1998-06-16 2011-04-07 Paul Kobylevsky Remote Prescription Refill System
US7933399B2 (en) * 2005-03-22 2011-04-26 At&T Intellectual Property I, L.P. System and method for utilizing virtual agents in an interactive voice response application
US20110112827A1 (en) * 2009-11-10 2011-05-12 Kennewick Robert A System and method for hybrid processing in a natural language voice services environment
US20110125483A1 (en) * 2009-11-20 2011-05-26 Manuel-Devadoss Johnson Smith Johnson Automated Speech Translation System using Human Brain Language Areas Comprehension Capabilities
CN102413251A (en) * 2011-12-31 2012-04-11 携程计算机技术(上海)有限公司 Large-scale distributed call center system
US8260619B1 (en) 2008-08-22 2012-09-04 Convergys Cmg Utah, Inc. Method and system for creating natural language understanding grammars
US8280030B2 (en) 2005-06-03 2012-10-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US8326627B2 (en) 2007-12-11 2012-12-04 Voicebox Technologies, Inc. System and method for dynamically generating a recognition grammar in an integrated voice navigation services environment
US8326634B2 (en) 2005-08-05 2012-12-04 Voicebox Technologies, Inc. Systems and methods for responding to natural language speech utterance
US8447607B2 (en) 2005-08-29 2013-05-21 Voicebox Technologies, Inc. Mobile systems and methods of supporting natural language human-machine interactions
US8515765B2 (en) 2006-10-16 2013-08-20 Voicebox Technologies, Inc. System and method for a cooperative conversational voice user interface
US8527274B2 (en) 2007-02-06 2013-09-03 Voicebox Technologies, Inc. System and method for delivering targeted advertisements and tracking advertisement interactions in voice recognition contexts
US8589161B2 (en) 2008-05-27 2013-11-19 Voicebox Technologies, Inc. System and method for an integrated, multi-modal, multi-device natural language voice services environment
US8620659B2 (en) 2005-08-10 2013-12-31 Voicebox Technologies, Inc. System and method of supporting adaptive misrecognition in conversational speech
US8655327B1 (en) * 2009-10-08 2014-02-18 West Corporation Method and apparatus of providing data service mobility
US8719009B2 (en) 2009-02-20 2014-05-06 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US8731929B2 (en) 2002-06-03 2014-05-20 Voicebox Technologies Corporation Agent architecture for determining meanings of natural language utterances
US8738393B2 (en) 2007-02-27 2014-05-27 Telemanager Technologies, Inc. System and method for targeted healthcare messaging
US8751232B2 (en) 2004-08-12 2014-06-10 At&T Intellectual Property I, L.P. System and method for targeted tuning of a speech recognition system
US8811578B2 (en) * 2009-03-23 2014-08-19 Telemanager Technologies, Inc. System and method for providing local interactive voice response services
US8874102B2 (en) 2011-02-14 2014-10-28 Soleo Communications, Inc. Call tracking system and method
US20150016599A1 (en) * 2010-04-16 2015-01-15 John Jasper Cloud computing call centers
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9031845B2 (en) 2002-07-15 2015-05-12 Nuance Communications, Inc. Mobile systems and methods for responding to natural language speech utterance
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US9112972B2 (en) 2004-12-06 2015-08-18 Interactions Llc System and method for processing speech
USRE45959E1 (en) 1999-02-19 2016-03-29 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
US9305548B2 (en) 2008-05-27 2016-04-05 Voicebox Technologies Corporation System and method for an integrated, multi-modal, multi-device natural language voice services environment
USRE46060E1 (en) 1997-02-10 2016-07-05 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US9384496B2 (en) 2011-02-14 2016-07-05 Soleo Communications, Inc Call tracking system and method
USRE46153E1 (en) * 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
USRE46181E1 (en) 1999-02-19 2016-10-18 Genesys Telecommunications Laboratories, Inc. Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
US9502025B2 (en) 2009-11-10 2016-11-22 Voicebox Technologies Corporation System and method for providing a natural language content dedication service
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
USRE46243E1 (en) 1997-02-10 2016-12-20 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US9626703B2 (en) 2014-09-16 2017-04-18 Voicebox Technologies Corporation Voice commerce
USRE46387E1 (en) 1998-09-11 2017-05-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US9747896B2 (en) 2014-10-15 2017-08-29 Voicebox Technologies Corporation System and method for providing follow-up responses to prior natural language inputs of a user
US9898459B2 (en) 2014-09-16 2018-02-20 Voicebox Technologies Corporation Integration of domain information into state transitions of a finite state transducer for natural language processing

Families Citing this family (25)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7336771B2 (en) 2003-01-16 2008-02-26 At&T Knowledge Ventures, L.P. Voice extensible markup language enhancements of intelligent network services
US7340043B2 (en) 2003-01-16 2008-03-04 At&T Knowledge Ventures, L.P. Voice extensible markup language-based announcements for use with intelligent network services
GB2421665B (en) * 2003-04-22 2007-01-31 Spinvox Ltd A method of providing voicemails to a mobile telephone
US7792254B2 (en) * 2004-10-19 2010-09-07 Genesys Telecommunications Laboratories, Inc. System for distributing VXML capabilities for execution on client devices
US7949106B2 (en) * 2005-03-10 2011-05-24 Avaya Inc. Asynchronous event handling for video streams in interactive voice response systems
US20060203975A1 (en) * 2005-03-10 2006-09-14 Avaya Technology Corp. Dynamic content stream delivery to a telecommunications terminal based on the state of the terminal's transducers
US8781092B2 (en) * 2005-05-16 2014-07-15 Noble Systems Corporation Systems and methods for callback processing
US8036374B2 (en) * 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US9456068B2 (en) 2005-09-01 2016-09-27 Xtone, Inc. System and method for connecting a user to business services
US8041015B2 (en) * 2007-06-17 2011-10-18 Alcatel Lucent Presence based DTMF signaling enablement of voice communication controller and method
US8515028B2 (en) 2007-11-23 2013-08-20 Foncloud, Inc. System and method for externally mapping an Interactive Voice Response menu
US9288316B2 (en) 2007-11-23 2016-03-15 Foncloud, Inc. System and method for eliminating hold-time in phone calls
US9270817B2 (en) 2007-11-23 2016-02-23 Foncloud, Inc. Method for determining the on-hold status in a call
US8908847B2 (en) 2007-11-23 2014-12-09 Foncloud, Inc. System and method for deep dialing phone systems
US9386151B2 (en) 2007-11-23 2016-07-05 Foncloud, Inc. System and method for replacing hold-time with a call-back in a contact center environment
US9092389B2 (en) 2009-03-16 2015-07-28 Avaya Inc. Advanced availability detection
US8332225B2 (en) * 2009-06-04 2012-12-11 Microsoft Corporation Techniques to create a custom voice font
US8665227B2 (en) * 2009-11-19 2014-03-04 Motorola Mobility Llc Method and apparatus for replicating physical key function with soft keys in an electronic device
US20140188481A1 (en) * 2009-12-22 2014-07-03 Cyara Solutions Pty Ltd System and method for automated adaptation and improvement of speaker authentication in a voice biometric system environment
US8843163B2 (en) * 2010-08-09 2014-09-23 Telefonaktiebolaget L M Ericsson (Publ) Wireless priority service within a distributed call processing architecture
CN101990084A (en) * 2010-11-16 2011-03-23 中兴通讯股份有限公司 Method and system for realizing conference control in interactive voice and video response mode
US8787553B2 (en) * 2011-09-22 2014-07-22 At&T Intellectual Property I, L.P. Implementing a network of intelligent virtual service agents to provide personalized automated responses
US8649501B1 (en) 2012-12-28 2014-02-11 Convergent Resources Holdings, LLC Interactive dialing system
US9473632B2 (en) * 2014-08-27 2016-10-18 Avaya Inc. System and method to improve self-service experience and optimize contact center resources
US9953646B2 (en) 2014-09-02 2018-04-24 Belleau Technologies Method and system for dynamic speech recognition and tracking of prewritten script

Citations (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5796633A (en) * 1996-07-12 1998-08-18 Electronic Data Systems Corporation Method and system for performance monitoring in computer networks
US5926528A (en) * 1995-05-26 1999-07-20 Eis International Call pacing method
US6005932A (en) * 1997-12-24 1999-12-21 Rockwell Semiconductor Systems Inc. Dynamic schedule profiler for ACD
US6195357B1 (en) * 1996-09-24 2001-02-27 Intervoice Limited Partnership Interactive information transaction processing system with universal telephony gateway capabilities
US6442247B1 (en) * 2000-03-29 2002-08-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
US6445788B1 (en) * 1999-06-17 2002-09-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing fair access to agents in a communication center
US6449260B1 (en) * 1998-05-01 2002-09-10 Siemens Information And Communication Networks, Inc. Multimedia automatic call distribution system
US6480599B1 (en) * 1996-09-04 2002-11-12 Telefonaktiebolaget Lm Ericsson (Publ) Telecommunications system and method for automatic call recognition and distribution
US6658106B1 (en) * 1997-09-19 2003-12-02 Wesley Atkinson Desktop telephony application program for a call center agent
US6674852B1 (en) * 2000-08-31 2004-01-06 Cisco Technology, Inc. Call management implemented using call routing engine
US6744877B1 (en) * 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing
US6801604B2 (en) * 2001-06-25 2004-10-05 International Business Machines Corporation Universal IP-based and scalable architectures across conversational applications using web services for speech and audio processing resources
US6801613B1 (en) * 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call

Family Cites Families (29)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4694483A (en) * 1986-06-02 1987-09-15 Innings Telecom Inc. Computerized system for routing incoming telephone calls to a plurality of agent positions
US5036535A (en) * 1989-11-27 1991-07-30 Unifi Communications Corporation Switchless automatic call distribution system
US5309505A (en) * 1991-05-20 1994-05-03 Inventions, Inc. Automated voice system for improving agent efficiency and improving service to parties on hold
US5179589A (en) * 1991-11-27 1993-01-12 International Telesystems Corporation Call progress pacing
US5291492A (en) * 1991-12-18 1994-03-01 Unifi Communications Corporation Externally controlled call processing system
US6137870A (en) * 1996-03-06 2000-10-24 Convergys Customer Management Group, Inc. System for providing caller information to called party via call standard data field
GB9606298D0 (en) * 1996-03-26 1996-05-29 British Telecomm Call queuing and distribution
US5867562A (en) * 1996-04-17 1999-02-02 Scherer; Gordon F. Call processing system with call screening
US5987115A (en) * 1996-12-03 1999-11-16 Northern Telecom Limited Systems and methods for servicing calls by service agents connected via standard telephone lines
US6061442A (en) * 1997-03-07 2000-05-09 Lucent Technologies Inc. Method and apparatus for improved call control scheduling in a distributed system with dissimilar call processors
GB9719942D0 (en) * 1997-09-19 1997-11-19 Ibm Voice processing system
US6421427B1 (en) * 1997-10-15 2002-07-16 Nortel Networks Limited Interactive voice response data transfer system and method
US6002760A (en) * 1998-02-17 1999-12-14 Genesys Telecommunications Laboratories, Inc. Intelligent virtual queue
US6614885B2 (en) * 1998-08-14 2003-09-02 Intervoice Limited Partnership System and method for operating a highly distributed interactive voice response system
US6226374B1 (en) * 1998-11-24 2001-05-01 Qwest Communications International Inc. Capacity provisioning for AIN
US6122365A (en) * 1998-12-18 2000-09-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
US6804333B1 (en) * 1999-01-28 2004-10-12 International Business Machines Corporation Dynamically reconfigurable distributed interactive voice response system
US6389132B1 (en) * 1999-10-13 2002-05-14 Avaya Technology Corp. Multi-tasking, web-based call center
CA2389075A1 (en) * 1999-10-29 2001-05-17 Mukesh Sundaram Virtual intelligent network for user interaction services
EP1514400B1 (en) * 2000-01-07 2018-02-21 Mitel Communications Inc. Customer communication service system
US6831966B1 (en) * 2000-06-30 2004-12-14 Qwest Communications International, Inc. Multi-tenant, multi-media call center services platform system
US6587558B2 (en) * 2001-01-29 2003-07-01 Immequire, Llc System and method for virtual interactive response unit
US8031860B2 (en) * 2001-02-21 2011-10-04 Genesys Telecommunications Laboratories, Inc. Distributed hardware/software system for managing agent status in a communication center
US6810111B1 (en) * 2001-06-25 2004-10-26 Intervoice Limited Partnership System and method for measuring interactive voice response application efficiency
US7233933B2 (en) * 2001-06-28 2007-06-19 Microsoft Corporation Methods and architecture for cross-device activity monitoring, reasoning, and visualization for providing status and forecasts of a users' presence and availability
US6801618B2 (en) * 2002-02-08 2004-10-05 Etalk Corporation System and method for implementing recording plans using a session manager
US20030212558A1 (en) * 2002-05-07 2003-11-13 Matula Valentine C. Method and apparatus for distributed interactive voice processing
US6771746B2 (en) * 2002-05-16 2004-08-03 Rockwell Electronic Commerce Technologies, Llc Method and apparatus for agent optimization using speech synthesis and recognition
US20090185673A1 (en) * 2008-01-17 2009-07-23 Avaya Technology Llc Voice-Over-IP Call Recording in Call Centers

Patent Citations (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5926528A (en) * 1995-05-26 1999-07-20 Eis International Call pacing method
US5796633A (en) * 1996-07-12 1998-08-18 Electronic Data Systems Corporation Method and system for performance monitoring in computer networks
US6480599B1 (en) * 1996-09-04 2002-11-12 Telefonaktiebolaget Lm Ericsson (Publ) Telecommunications system and method for automatic call recognition and distribution
US6195357B1 (en) * 1996-09-24 2001-02-27 Intervoice Limited Partnership Interactive information transaction processing system with universal telephony gateway capabilities
US6658106B1 (en) * 1997-09-19 2003-12-02 Wesley Atkinson Desktop telephony application program for a call center agent
US6005932A (en) * 1997-12-24 1999-12-21 Rockwell Semiconductor Systems Inc. Dynamic schedule profiler for ACD
US6449260B1 (en) * 1998-05-01 2002-09-10 Siemens Information And Communication Networks, Inc. Multimedia automatic call distribution system
US6744877B1 (en) * 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing
US6445788B1 (en) * 1999-06-17 2002-09-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing fair access to agents in a communication center
US6442247B1 (en) * 2000-03-29 2002-08-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
US6674852B1 (en) * 2000-08-31 2004-01-06 Cisco Technology, Inc. Call management implemented using call routing engine
US6801613B1 (en) * 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call
US6801604B2 (en) * 2001-06-25 2004-10-05 International Business Machines Corporation Universal IP-based and scalable architectures across conversational applications using web services for speech and audio processing resources

Cited By (140)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
USRE46060E1 (en) 1997-02-10 2016-07-05 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
USRE46243E1 (en) 1997-02-10 2016-12-20 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
USRE46521E1 (en) * 1997-09-30 2017-08-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US8150706B2 (en) 1998-06-16 2012-04-03 Telemanager Technologies, Inc. Remote prescription refill system
US20110082705A1 (en) * 1998-06-16 2011-04-07 Paul Kobylevsky Remote Prescription Refill System
US20050060200A1 (en) * 1998-06-16 2005-03-17 Paul Kobylevsky Remote prescription refill system
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
USRE46153E1 (en) * 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US9350808B2 (en) 1998-09-11 2016-05-24 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
US20040019638A1 (en) * 1998-09-11 2004-01-29 Petr Makagon Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US20050154792A1 (en) * 1998-09-11 2005-07-14 Deryugin Vladimir N. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US7373405B2 (en) * 1998-09-11 2008-05-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46387E1 (en) 1998-09-11 2017-05-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US7222301B2 (en) * 1998-09-11 2007-05-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US9002920B2 (en) 1998-09-11 2015-04-07 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US20060095568A1 (en) * 1998-09-11 2006-05-04 Petr Makagon Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
USRE45959E1 (en) 1999-02-19 2016-03-29 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
USRE46181E1 (en) 1999-02-19 2016-10-18 Genesys Telecommunications Laboratories, Inc. Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
USRE46457E1 (en) 1999-09-24 2017-06-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US20050043953A1 (en) * 2001-09-26 2005-02-24 Tiemo Winterkamp Dynamic creation of a conversational system from dialogue objects
US20070291924A1 (en) * 2002-05-07 2007-12-20 Avaya Technology Corp Method and Apparatus for Distributed Interactive Voice Processing
US20090022284A1 (en) * 2002-05-07 2009-01-22 Avaya Inc. Method and Apparatus for Distributed Interactive Voice Processing
US7689426B2 (en) * 2002-05-07 2010-03-30 Avaya Inc. Method and apparatus for distributed interactive voice processing
US8731929B2 (en) 2002-06-03 2014-05-20 Voicebox Technologies Corporation Agent architecture for determining meanings of natural language utterances
US9031845B2 (en) 2002-07-15 2015-05-12 Nuance Communications, Inc. Mobile systems and methods for responding to natural language speech utterance
USRE46538E1 (en) 2002-10-10 2017-09-05 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US20040083479A1 (en) * 2002-10-23 2004-04-29 Oleg Bondarenko Method for organizing multiple versions of XML for use in a contact center environment
US9710819B2 (en) 2003-05-05 2017-07-18 Interactions Llc Real-time transcription system utilizing divided audio chunks
US7606718B2 (en) 2003-05-05 2009-10-20 Interactions, Llc Apparatus and method for processing service interactions
US20100061529A1 (en) * 2003-05-05 2010-03-11 Interactions Corporation Apparatus and method for processing service interactions
US20100061539A1 (en) * 2003-05-05 2010-03-11 Michael Eric Cloran Conference call management system
US8332231B2 (en) 2003-05-05 2012-12-11 Interactions, Llc Apparatus and method for processing service interactions
US20100063815A1 (en) * 2003-05-05 2010-03-11 Michael Eric Cloran Real-time transcription
US8223944B2 (en) 2003-05-05 2012-07-17 Interactions Corporation Conference call management system
US8737576B2 (en) 2003-12-15 2014-05-27 At&T Intellectual Property I, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US8498384B2 (en) 2003-12-15 2013-07-30 At&T Intellectual Property I, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US7415101B2 (en) 2003-12-15 2008-08-19 At&T Knowledge Ventures, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US8280013B2 (en) 2003-12-15 2012-10-02 At&T Intellectual Property I, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US20050132262A1 (en) * 2003-12-15 2005-06-16 Sbc Knowledge Ventures, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US20080267365A1 (en) * 2003-12-15 2008-10-30 At&T Intellectual Property I, L.P. System, method and software for a speech-enabled call routing application using an action-object matrix
US20050169453A1 (en) * 2004-01-29 2005-08-04 Sbc Knowledge Ventures, L.P. Method, software and system for developing interactive call center agent personas
US7512545B2 (en) 2004-01-29 2009-03-31 At&T Intellectual Property I, L.P. Method, software and system for developing interactive call center agent personas
US20050203741A1 (en) * 2004-03-12 2005-09-15 Siemens Information And Communication Networks, Inc. Caller interface systems and methods
US7526429B2 (en) 2004-03-12 2009-04-28 Siemens Communications, Inc. Spelled speech recognition method and system accounting for possible misrecognized characters
US20050276391A1 (en) * 2004-06-14 2005-12-15 Ibbotson Richard W Voice XML network gateway
US7715547B2 (en) * 2004-06-14 2010-05-11 Soleo Communications, Inc. Voice XML network gateway
US8751232B2 (en) 2004-08-12 2014-06-10 At&T Intellectual Property I, L.P. System and method for targeted tuning of a speech recognition system
US9368111B2 (en) 2004-08-12 2016-06-14 Interactions Llc System and method for targeted tuning of a speech recognition system
US7623632B2 (en) 2004-08-26 2009-11-24 At&T Intellectual Property I, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
US8976942B2 (en) 2004-08-26 2015-03-10 At&T Intellectual Property I, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
JP2008511256A (en) * 2004-08-26 2008-04-10 エーティー アンド ティー ナレッジ ベンチャーズ エル.ピー. How to perform automated call routing applications in enabling and by call center environment by speech, system, and software
WO2006026190A1 (en) * 2004-08-26 2006-03-09 At&T Knowledge Ventures, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
US20060045241A1 (en) * 2004-08-26 2006-03-02 Sbc Knowledge Ventures, L.P. Method, system and software for implementing an automated call routing application in a speech enabled call center environment
US20060090166A1 (en) * 2004-09-30 2006-04-27 Krishna Dhara System and method for generating applications for communication devices using a markup language
US9112972B2 (en) 2004-12-06 2015-08-18 Interactions Llc System and method for processing speech
US9350862B2 (en) 2004-12-06 2016-05-24 Interactions Llc System and method for processing speech
US8824659B2 (en) 2005-01-10 2014-09-02 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US9088652B2 (en) 2005-01-10 2015-07-21 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US8503662B2 (en) 2005-01-10 2013-08-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US20060174250A1 (en) * 2005-01-31 2006-08-03 Ajita John Method and apparatus for enterprise brokering of user-controlled availability
US8782313B2 (en) * 2005-01-31 2014-07-15 Avaya Inc. Method and apparatus for enterprise brokering of user-controlled availability
US7593962B2 (en) * 2005-02-18 2009-09-22 American Tel-A-Systems, Inc. System and method for dynamically creating records
US7933399B2 (en) * 2005-03-22 2011-04-26 At&T Intellectual Property I, L.P. System and method for utilizing virtual agents in an interactive voice response application
US20060222168A1 (en) * 2005-04-05 2006-10-05 Sean Curley Softphone
US8565413B2 (en) * 2005-04-05 2013-10-22 Alpine Access, Inc. Softphone
US7471786B2 (en) 2005-04-15 2008-12-30 Avaya Inc. Interactive voice response system with partial human monitoring
US20090041212A1 (en) * 2005-04-15 2009-02-12 Avaya Inc. Interactive Voice Response System With Prioritized Call Monitoring
US8085927B2 (en) 2005-04-15 2011-12-27 Avaya Inc. Interactive voice response system with prioritized call monitoring
US8619966B2 (en) 2005-06-03 2013-12-31 At&T Intellectual Property I, L.P. Call routing system and method of using the same
US8280030B2 (en) 2005-06-03 2012-10-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US20070003042A1 (en) * 2005-06-21 2007-01-04 Sbc Knowledge Ventures L.P. Method and apparatus for proper routing of customers
US8204204B2 (en) 2005-06-21 2012-06-19 At&T Intellectual Property I, L.P. Method and apparatus for proper routing of customers
US8571199B2 (en) 2005-06-21 2013-10-29 At&T Intellectual Property I, L.P. Method and apparatus for proper routing of customers
US8326634B2 (en) 2005-08-05 2012-12-04 Voicebox Technologies, Inc. Systems and methods for responding to natural language speech utterance
US9263039B2 (en) 2005-08-05 2016-02-16 Nuance Communications, Inc. Systems and methods for responding to natural language speech utterance
US8849670B2 (en) 2005-08-05 2014-09-30 Voicebox Technologies Corporation Systems and methods for responding to natural language speech utterance
US9626959B2 (en) 2005-08-10 2017-04-18 Nuance Communications, Inc. System and method of supporting adaptive misrecognition in conversational speech
US8620659B2 (en) 2005-08-10 2013-12-31 Voicebox Technologies, Inc. System and method of supporting adaptive misrecognition in conversational speech
US20070041519A1 (en) * 2005-08-22 2007-02-22 Avaya Technology Corp. Filler video streams in interactive voice response systems
US7769148B2 (en) 2005-08-22 2010-08-03 Avaya Inc. Filler video streams in interactive voice response systems
US8849652B2 (en) 2005-08-29 2014-09-30 Voicebox Technologies Corporation Mobile systems and methods of supporting natural language human-machine interactions
US8447607B2 (en) 2005-08-29 2013-05-21 Voicebox Technologies, Inc. Mobile systems and methods of supporting natural language human-machine interactions
US9495957B2 (en) 2005-08-29 2016-11-15 Nuance Communications, Inc. Mobile systems and methods of supporting natural language human-machine interactions
US9854006B2 (en) 2005-12-22 2017-12-26 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US20080084974A1 (en) * 2006-09-25 2008-04-10 International Business Machines Corporation Method and system for interactively synthesizing call center responses using multi-language text-to-speech synthesizers
US8515765B2 (en) 2006-10-16 2013-08-20 Voicebox Technologies, Inc. System and method for a cooperative conversational voice user interface
US9015049B2 (en) 2006-10-16 2015-04-21 Voicebox Technologies Corporation System and method for a cooperative conversational voice user interface
US9269097B2 (en) 2007-02-06 2016-02-23 Voicebox Technologies Corporation System and method for delivering targeted advertisements and/or providing natural language processing based on advertisements
US9406078B2 (en) 2007-02-06 2016-08-02 Voicebox Technologies Corporation System and method for delivering targeted advertisements and/or providing natural language processing based on advertisements
US8886536B2 (en) 2007-02-06 2014-11-11 Voicebox Technologies Corporation System and method for delivering targeted advertisements and tracking advertisement interactions in voice recognition contexts
US8527274B2 (en) 2007-02-06 2013-09-03 Voicebox Technologies, Inc. System and method for delivering targeted advertisements and tracking advertisement interactions in voice recognition contexts
US8738393B2 (en) 2007-02-27 2014-05-27 Telemanager Technologies, Inc. System and method for targeted healthcare messaging
US20080304632A1 (en) * 2007-06-11 2008-12-11 Jon Catlin System and Method for Obtaining In-Use Statistics for Voice Applications in Interactive Voice Response Systems
US8301757B2 (en) * 2007-06-11 2012-10-30 Enghouse Interactive Inc. System and method for obtaining in-use statistics for voice applications in interactive voice response systems
US8423635B2 (en) 2007-06-11 2013-04-16 Enghouse Interactive Inc. System and method for automatic call flow detection
US20080304650A1 (en) * 2007-06-11 2008-12-11 Syntellect, Inc. System and method for automatic call flow detection
US8917832B2 (en) 2007-06-11 2014-12-23 Enghouse Interactive Inc. Automatic call flow system and related methods
US8335690B1 (en) 2007-08-23 2012-12-18 Convergys Customer Management Delaware Llc Method and system for creating natural language understanding grammars
US8326627B2 (en) 2007-12-11 2012-12-04 Voicebox Technologies, Inc. System and method for dynamically generating a recognition grammar in an integrated voice navigation services environment
US8983839B2 (en) 2007-12-11 2015-03-17 Voicebox Technologies Corporation System and method for dynamically generating a recognition grammar in an integrated voice navigation services environment
US8719026B2 (en) 2007-12-11 2014-05-06 Voicebox Technologies Corporation System and method for providing a natural language voice user interface in an integrated voice navigation services environment
US9620113B2 (en) 2007-12-11 2017-04-11 Voicebox Technologies Corporation System and method for providing a natural language voice user interface
US8452598B2 (en) 2007-12-11 2013-05-28 Voicebox Technologies, Inc. System and method for providing advertisements in an integrated voice navigation services environment
US8370147B2 (en) 2007-12-11 2013-02-05 Voicebox Technologies, Inc. System and method for providing a natural language voice user interface in an integrated voice navigation services environment
US8589161B2 (en) 2008-05-27 2013-11-19 Voicebox Technologies, Inc. System and method for an integrated, multi-modal, multi-device natural language voice services environment
US9305548B2 (en) 2008-05-27 2016-04-05 Voicebox Technologies Corporation System and method for an integrated, multi-modal, multi-device natural language voice services environment
US9711143B2 (en) 2008-05-27 2017-07-18 Voicebox Technologies Corporation System and method for an integrated, multi-modal, multi-device natural language voice services environment
US8260619B1 (en) 2008-08-22 2012-09-04 Convergys Cmg Utah, Inc. Method and system for creating natural language understanding grammars
US9953649B2 (en) 2009-02-20 2018-04-24 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US8738380B2 (en) 2009-02-20 2014-05-27 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US8719009B2 (en) 2009-02-20 2014-05-06 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US9105266B2 (en) 2009-02-20 2015-08-11 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US9570070B2 (en) 2009-02-20 2017-02-14 Voicebox Technologies Corporation System and method for processing multi-modal device interactions in a natural language voice services environment
US8811578B2 (en) * 2009-03-23 2014-08-19 Telemanager Technologies, Inc. System and method for providing local interactive voice response services
US20110019812A1 (en) * 2009-07-27 2011-01-27 Verizon Patent And Licensing, Inc. System and method for interactive customer service
US8374334B2 (en) * 2009-07-27 2013-02-12 Verizon Patent And Licensing Inc. System and method for interactive customer service
US9065904B1 (en) 2009-10-08 2015-06-23 West Corporation Method and apparatus of providing data service mobility
US8655327B1 (en) * 2009-10-08 2014-02-18 West Corporation Method and apparatus of providing data service mobility
US20110112827A1 (en) * 2009-11-10 2011-05-12 Kennewick Robert A System and method for hybrid processing in a natural language voice services environment
US9502025B2 (en) 2009-11-10 2016-11-22 Voicebox Technologies Corporation System and method for providing a natural language content dedication service
US9171541B2 (en) * 2009-11-10 2015-10-27 Voicebox Technologies Corporation System and method for hybrid processing in a natural language voice services environment
US20110125483A1 (en) * 2009-11-20 2011-05-26 Manuel-Devadoss Johnson Smith Johnson Automated Speech Translation System using Human Brain Language Areas Comprehension Capabilities
USH2269H1 (en) * 2009-11-20 2012-06-05 Manuel-Devadoss Johnson Smith Johnson Automated speech translation system using human brain language areas comprehension capabilities
US9137368B2 (en) * 2010-04-16 2015-09-15 Bolder Thinking Communications, Inc. Cloud computing call centers
US20150016599A1 (en) * 2010-04-16 2015-01-15 John Jasper Cloud computing call centers
US9384496B2 (en) 2011-02-14 2016-07-05 Soleo Communications, Inc Call tracking system and method
US8874102B2 (en) 2011-02-14 2014-10-28 Soleo Communications, Inc. Call tracking system and method
US9141970B2 (en) 2011-02-14 2015-09-22 Soleo Communications, Inc. Call tracking system and method
CN102413251A (en) * 2011-12-31 2012-04-11 携程计算机技术(上海)有限公司 Large-scale distributed call center system
US9898459B2 (en) 2014-09-16 2018-02-20 Voicebox Technologies Corporation Integration of domain information into state transitions of a finite state transducer for natural language processing
US9626703B2 (en) 2014-09-16 2017-04-18 Voicebox Technologies Corporation Voice commerce
US9747896B2 (en) 2014-10-15 2017-08-29 Voicebox Technologies Corporation System and method for providing follow-up responses to prior natural language inputs of a user

Also Published As

Publication number Publication date Type
US7689426B2 (en) 2010-03-30 grant
WO2003096664A1 (en) 2003-11-20 application
US20070291924A1 (en) 2007-12-20 application
CA2484005C (en) 2011-04-05 grant
KR101002179B1 (en) 2010-12-20 grant
EP1502423A1 (en) 2005-02-02 application
CA2484005A1 (en) 2003-11-20 application
KR20040106487A (en) 2004-12-17 application
US20090022284A1 (en) 2009-01-22 application

Similar Documents

Publication Publication Date Title
US5958014A (en) System and method for establishing a real-time agent pool between computer systems
US6822945B2 (en) Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US5778060A (en) Work at home ACD agent network with cooperative control
US6920213B2 (en) Methods and apparatus for facilitating the interaction between multiple telephone and computer users
US7236584B2 (en) Method and apparatus for providing fair access to agents in a communication center
US6704411B1 (en) System and method for realizing home agent client function for call center system
US5742675A (en) Method and apparatus for automatically distributing calls to available logged-in call handling agents
US5991392A (en) Agent-initiated dynamic requeing
US6535492B2 (en) Method and apparatus for assigning agent-led chat sessions hosted by a communication center to available agents based on message load and agent skill-set
US5987115A (en) Systems and methods for servicing calls by service agents connected via standard telephone lines
US6546087B2 (en) Method and system for enabling queue camp-on for skills-based routing
US6711249B2 (en) Common gateway to call control systems
US5903877A (en) Transaction center for processing customer transaction requests from alternative media sources
US5926539A (en) Method and apparatus for determining agent availability based on level of uncompleted tasks
US7130411B2 (en) Hold queue position publication
US20070201674A1 (en) System and method for maintaining real-time agent information for multi-channel communication queuing
US20070280460A1 (en) Callback processing of interactive voice response requests
EP0866407A1 (en) System and method for telemarketing through a hypertext network
US20020055967A1 (en) System for reporting client status information to communications-center agents
US6879683B1 (en) System and method for providing a call back option for callers to a call center
US7496054B2 (en) Networked computer telephony system driven by web-based applications
US5940497A (en) Statistically-predictive and agent-predictive call routing
US5953405A (en) Agent-predictive routing process in call-routing systems
US5995614A (en) Dynamic requeing to avoid latency in call-routing systems
US7286521B1 (en) Localized voice over internet protocol communication

Legal Events

Date Code Title Description
AS Assignment

Owner name: AVAYA TECHNOLOGY CORP., NEW JERSEY

Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:MATULA, VALENTINE C.;REEL/FRAME:013083/0832

Effective date: 20020510

AS Assignment

Owner name: CITIBANK, N.A., AS ADMINISTRATIVE AGENT, NEW YORK

Free format text: SECURITY AGREEMENT;ASSIGNORS:AVAYA, INC.;AVAYA TECHNOLOGY LLC;OCTEL COMMUNICATIONS LLC;AND OTHERS;REEL/FRAME:020156/0149

Effective date: 20071026

Owner name: CITIBANK, N.A., AS ADMINISTRATIVE AGENT,NEW YORK

Free format text: SECURITY AGREEMENT;ASSIGNORS:AVAYA, INC.;AVAYA TECHNOLOGY LLC;OCTEL COMMUNICATIONS LLC;AND OTHERS;REEL/FRAME:020156/0149

Effective date: 20071026

AS Assignment

Owner name: CITICORP USA, INC., AS ADMINISTRATIVE AGENT, NEW Y

Free format text: SECURITY AGREEMENT;ASSIGNORS:AVAYA, INC.;AVAYA TECHNOLOGY LLC;OCTEL COMMUNICATIONS LLC;AND OTHERS;REEL/FRAME:020166/0705

Effective date: 20071026

Owner name: CITICORP USA, INC., AS ADMINISTRATIVE AGENT,NEW YO

Free format text: SECURITY AGREEMENT;ASSIGNORS:AVAYA, INC.;AVAYA TECHNOLOGY LLC;OCTEL COMMUNICATIONS LLC;AND OTHERS;REEL/FRAME:020166/0705

Effective date: 20071026

AS Assignment

Owner name: AVAYA INC, NEW JERSEY

Free format text: REASSIGNMENT;ASSIGNORS:AVAYA TECHNOLOGY LLC;AVAYA LICENSING LLC;REEL/FRAME:021156/0082

Effective date: 20080626

Owner name: AVAYA INC,NEW JERSEY

Free format text: REASSIGNMENT;ASSIGNORS:AVAYA TECHNOLOGY LLC;AVAYA LICENSING LLC;REEL/FRAME:021156/0082

Effective date: 20080626

AS Assignment

Owner name: AVAYA TECHNOLOGY LLC, NEW JERSEY

Free format text: CONVERSION FROM CORP TO LLC;ASSIGNOR:AVAYA TECHNOLOGY CORP.;REEL/FRAME:022677/0550

Effective date: 20050930

Owner name: AVAYA TECHNOLOGY LLC,NEW JERSEY

Free format text: CONVERSION FROM CORP TO LLC;ASSIGNOR:AVAYA TECHNOLOGY CORP.;REEL/FRAME:022677/0550

Effective date: 20050930

AS Assignment

Owner name: BANK OF NEW YORK MELLON TRUST, NA, AS NOTES COLLAT

Free format text: SECURITY AGREEMENT;ASSIGNOR:AVAYA INC., A DELAWARE CORPORATION;REEL/FRAME:025863/0535

Effective date: 20110211

AS Assignment

Owner name: THE BANK OF NEW YORK MELLON TRUST COMPANY, N.A., P

Free format text: SECURITY AGREEMENT;ASSIGNOR:AVAYA, INC.;REEL/FRAME:029608/0256

Effective date: 20121221

AS Assignment

Owner name: BANK OF NEW YORK MELLON TRUST COMPANY, N.A., THE,

Free format text: SECURITY AGREEMENT;ASSIGNOR:AVAYA, INC.;REEL/FRAME:030083/0639

Effective date: 20130307

AS Assignment

Owner name: AVAYA INC., CALIFORNIA

Free format text: BANKRUPTCY COURT ORDER RELEASING ALL LIENS INCLUDING THE SECURITY INTEREST RECORDED AT REEL/FRAME 029608/0256;ASSIGNOR:THE BANK OF NEW YORK MELLON TRUST COMPANY, N.A.;REEL/FRAME:044891/0801

Effective date: 20171128

Owner name: AVAYA INC., CALIFORNIA

Free format text: BANKRUPTCY COURT ORDER RELEASING ALL LIENS INCLUDING THE SECURITY INTEREST RECORDED AT REEL/FRAME 025863/0535;ASSIGNOR:THE BANK OF NEW YORK MELLON TRUST, NA;REEL/FRAME:044892/0001

Effective date: 20171128

Owner name: AVAYA INC., CALIFORNIA

Free format text: BANKRUPTCY COURT ORDER RELEASING ALL LIENS INCLUDING THE SECURITY INTEREST RECORDED AT REEL/FRAME 030083/0639;ASSIGNOR:THE BANK OF NEW YORK MELLON TRUST COMPANY, N.A.;REEL/FRAME:045012/0666

Effective date: 20171128

AS Assignment

Owner name: AVAYA, INC., CALIFORNIA

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITICORP USA, INC.;REEL/FRAME:045032/0213

Effective date: 20171215

Owner name: AVAYA TECHNOLOGY, LLC, NEW JERSEY

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITICORP USA, INC.;REEL/FRAME:045032/0213

Effective date: 20171215

Owner name: SIERRA HOLDINGS CORP., NEW JERSEY

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITICORP USA, INC.;REEL/FRAME:045032/0213

Effective date: 20171215

Owner name: VPNET TECHNOLOGIES, INC., NEW JERSEY

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITICORP USA, INC.;REEL/FRAME:045032/0213

Effective date: 20171215

Owner name: OCTEL COMMUNICATIONS LLC, CALIFORNIA

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITICORP USA, INC.;REEL/FRAME:045032/0213

Effective date: 20171215

AS Assignment

Owner name: AVAYA INC., CALIFORNIA

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CITIBANK, N.A.;REEL/FRAME:044974/0619

Effective date: 20180214

Owner name: AVAYA INC., CALIFORNIA

Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:GOLDMAN SACHS BANK USA;REEL/FRAME:044974/0715

Effective date: 20180214

AS Assignment

Owner name: SERVICENOW, INC., CALIFORNIA

Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:AVAYA INC.;REEL/FRAME:045006/0348

Effective date: 20180214