Inventor · disambiguated record
Eugene P. Mathews
Also filed as: MATHEWS EUGENE · MATHEWS EUGENE P · MATHEWS EUGENE PAUL
42 granted patents·8,523 citations·filing 1990–2009
99Inventor score
Files withAVAYA TECHNOLOGY CORP24LUCENT TECHNOLOGIES INC10AVAYA INC3AT & T BELL LAB1AVAYA TECHNOLOCY CORP1
Top patents by PatentIndex Score
42 records- 0198US6661889B1Methods and apparatus for multi-variable work assignment in a call centerAVAYA TECHNOLOGY CORP·Filed 2000·Granted Dec 9, 2003·305 cites·19 claims
- 0298US6535601B1Skill-value queuing in a call centerAVAYA TECHNOLOGY CORP·Filed 1998·Granted Mar 18, 2003·392 cites·22 claims
- 0398US6173053B1Optimizing call-center performance by using predictive data to distribute calls among agentsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Jan 9, 2001·594 cites·14 claims
- 0498US6163607AOptimizing call-center performance by using predictive data to distribute agents among callsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Dec 19, 2000·768 cites·15 claims
- 0598US6064731AArrangement for improving retention of call center's customersLUCENT TECHNOLOGIES INC·Filed 1998·Granted May 16, 2000·442 cites·13 claims
- 0698US5905793AWaiting-call selection based on anticipated wait timesLUCENT TECHNOLOGIES INC·Filed 1997·Granted May 18, 1999·389 cites·18 claims
- 0797US6192122B1Call center agent selection that optimizes call wait timesAVAYA TECHNOLOGY CORP·Filed 1998·Granted Feb 20, 2001·352 cites·8 claims
- 0897US5754639AMethod and apparatus for queuing a call to the best splitLUCENT TECHNOLOGIES INC·Filed 1995·Granted May 19, 1998·351 cites·40 claims
- 0997US5206903AAutomatic call distribution based on matching required skills with agents skillsAT & T BELL LAB·Filed 1990·Granted Apr 27, 1993·1.1k cites·15 claims
- 1096US7787609B1Prioritized service delivery based on presence and availability of interruptible enterprise resources with skillsAVAYA INC·Filed 2005·Granted Aug 31, 2010·138 cites·22 claims
- 1196US5982873AWaiting-call selection based on objectivesLUCENT TECHNOLOGIES INC·Filed 1997·Granted Nov 9, 1999·321 cites·20 claims
- 1295US5828747ACall distribution based on agent occupancyLUCENT TECHNOLOGIES INC·Filed 1997·Granted Oct 27, 1998·362 cites·32 claims
- 1394US6820260B1Customized applet-on-hold arrangementAVAYA TECHNOLOGY CORP·Filed 1999·Granted Nov 16, 2004·304 cites·27 claims
- 1493US8054964B2System and method for detecting emotions at different steps in a communicationAVAYA INC·Filed 2009·Granted Nov 8, 2011·32 cites·34 claims
- 1593US6295353B1Arrangement for efficiently updating status information of a network call-routing systemAVAYA TECHNOLOGY CORP·Filed 1998·Granted Sep 25, 2001·205 cites·15 claims
- 1693US5740238AMethod and apparatus for queuing a call to the best backup splitLUCENT TECHNOLOGIES INC·Filed 1995·Granted Apr 14, 1998·214 cites·36 claims
- 1792US6233332B1System for context based media independent communications processingAVAYA TECHNOLOGY CORP·Filed 1998·Granted May 15, 2001·176 cites·50 claims
- 1892US5684872APrediction of a caller's motivation as a basis for selecting treatment of an incoming callLUCENT TECHNOLOGIES INC·Filed 1995·Granted Nov 4, 1997·192 cites·30 claims
- 1991US7035927B2Intelligent inbound/outbound communications blendingAVAYA TECHNOLOGY CORP·Filed 2002·Granted Apr 25, 2006·75 cites·17 claims
- 2091US6766013B2Timely shut-down of a real-time work centerAVAYA TECHNOLOGY CORP·Filed 2001·Granted Jul 20, 2004·65 cites·16 claims
- 2191US6088441AArrangement for equalizing levels of service among skillsLUCENT TECHNOLOGIES INC·Filed 1997·Granted Jul 11, 2000·171 cites·10 claims
- 2290US6366668B1Method of routing calls in an automatic call distribution networkAVAYA TECHNOLOGY CORP·Filed 1999·Granted Apr 2, 2002·205 cites·21 claims
- 2390US6356632B1Call selection and agent selection in a call center based on agent staffing scheduleAVAYA TECHNOLOGY CORP·Filed 1998·Granted Mar 12, 2002·187 cites·2 claims
- 2489US5633924ATelecommunication network with integrated network-wide automatic call distributionLUCENT TECHNOLOGIES INC·Filed 1995·Granted May 27, 1997·216 cites·41 claims
- 2588US6563920B1Methods and apparatus for processing of communications in a call center based on variable rest period determinationsAVAYA TECHNOLOGY CORP·Filed 1999·Granted May 13, 2003·143 cites·37 claims
- 2686US6366666B2Adjustment of call selection to achieve target values for interval-based performance metrics in a call centerAVAYA TECHNOLOGY CORP·Filed 1998·Granted Apr 2, 2002·157 cites·33 claims
- 2785US6947543B2Computer-telephony integration that uses features of an automatic call distribution systemAVAYA TECHNOLOGY CORP·Filed 2002·Granted Sep 20, 2005·51 cites·35 claims
- 2884US8315373B1Enhanced polling method and systemFLOCKHART ANDREW D·Filed 2008·Granted Nov 20, 2012·10 cites·12 claims
- 2983US6049547ALookahead interflow of traffic among a plurality of serving sites of one customerLUCENT TECHNOLOGIES INC·Filed 1997·Granted Apr 11, 2000·128 cites·8 claims
- 3082US6741699B1Arrangement for controlling the volume and type of contacts in an internet call centerAVAYA TECHNOLOGY CORP·Filed 2000·Granted May 25, 2004·30 cites·41 claims
- 3181US7657021B2Method and apparatus for global call queue in a global call centerAVAYA INC·Filed 2005·Granted Feb 2, 2010·15 cites·23 claims
- 3278US6359982B1Methods and apparatus for determining measures of agent-related occupancy in a call centerAVAYA TECHNOLOGY CORP·Filed 1999·Granted Mar 19, 2002·74 cites·34 claims
- 3378US6353667B1Minimum interruption cycle time threshold for reserve call center agentsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Mar 5, 2002·74 cites·23 claims
- 3477US6732188B1Method for providing customer treatment based on specified rules in conjunction with network source address of a request originatorAVAYA TECHNOLOGY CORP·Filed 1999·Granted May 4, 2004·72 cites·15 claims
- 3576US8577015B2Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritizationFLOCKHART ANDREW·Filed 2005·Granted Nov 5, 2013·10 cites·24 claims
- 3676US6678371B1Direct customer control of a network routerAVAYA TECHNOLOCY CORP·Filed 2000·Granted Jan 13, 2004·17 cites·41 claims
- 3774US6694009B1Estimation of a work item's wait-time from the present stages of processing of preceding work itemsAVAYA TECHNOLOGY CORP·Filed 1999·Granted Feb 17, 2004·62 cites·15 claims
- 3865US6614903B1Methods and apparatus for service state-based processing of communications in a call centerAVAYA TECHNOLOGY CORP·Filed 1999·Granted Sep 2, 2003·110 cites·20 claims
- 3959US10671600B1Communications-enabled dynamic social network routing utilizing presenceBengtson David Charles·Filed 2007·Granted Jun 2, 2020·4 cites·19 claims
- 4056US6999579B2Method and apparatus for the efficient utilization of trunk bandwidth in a global enterpriseAVAYA TECHNOLOGY CORP·Filed 2002·Granted Feb 14, 2006·1 cites·27 claims
- 4156US6748073B2Uninterrupted automatic call distribution during failure and recovery of computer-telephony integrationAVAYA TECHNOLOGY CORP·Filed 2002·Granted Jun 8, 2004·3 cites·22 claims
- 4250US6839419B1Ring network implemented by telephony switches and linksAVAYA TECHNOLOGY CORP·Filed 1997·Granted Jan 4, 2005·12 cites·7 claims
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Identity basis: PatentsView inventor disambiguation (2025Q4-odp release). How scoring works →