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188results about How to "Increased and decreased" patented technology

Call center telephone and data flow connection system

A method and system for transferring telephone calls and data between computer programs in a call center. Flow connection modules associated with call center application programs allow data and telephone calls to be transferred from one computer program to another in the call center. The flow connection modules may be combined with a locator program such that the combination replaces the automatic call distributor (“ACD”) in a call center. The flow connection modules enable development of modular call centers, allowing call center agent workstations to be easily increased or decreased. In operation, an application notifies its flow connection module that a call on a telephone in the workstation should be transferred to another application. The flow connection module establishes a data connection with a flow connection module associated with the other application. The flow connection module sends call-related data to the other flow connection module which then returns the telephone extension associated with the other application. The flow connection module requests a computer telephony interface (“CTI”) link associated with a phone switch to transfer the call to the other application's telephone. The CTI link directs the phone switch to transfer the telephone call from the original application's workstation to the telephone of the other workstation. Having received notification of the transferred call, the other flow connection module informs the original flow connection module that the call has been successfully transferred, and the original flow connection module then disconnects the data connection.
Owner:AVAYA INC

System and methodology for management and modification of human behavior within a goal-oriented program

A system and methodology for human behavior modification or maintenance implemented by electronic two way communication between a host computing device with software adapted to the task, and a user. The system employs collected data regarding user identity, availability, and behavior, and generates a customized program of sequential events during identified user available time segments on a plurality of days. The events are constantly re-allotted to the available time in given daily time segments through a feedback acknowledgment from the user subsequent to communications sent to the user about an event. This results in a constantly updated program based on user responses which continually adjusts for the remaining time in the time segment on any day during the program. The program is customizable by user input requests such as exclusion of time during the daily time segments, front loading or rear loading of daily events, program day extensions or reductions, starting a program day earlier than the regularly scheduled time, inserting plateaus to repeat days in a program, and backsetting or forwardsetting within a program profile. A shaping function may be employed to further customize the program.
Owner:DOSS STEPHEN S +2
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