Charles H Jolissaint

6463149, Oct 8, 2002

Sep 15, 1995

08/529166

Charles H. Jolissaint - Sunnyvale CA
Xuan McRae - Fremont CA

Edify Corporation - Santa Clara CA

H04M 164

37926509, 379 8817, 379 9309, 37926501, 37921001, 37926607

A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent. An electronic workforce identifies the customer, pulls customer identification, pulls a record on the customer, provides information requested by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.

48052094, Feb 14, 1989

Dec 9, 1987

7/131070

William T. Baker - Palo Alto CA
Charles M. Buffum - San Jose CA
Charles H. Jolissaint - Sunnyvale CA
Gregg W. Kerlin - Los Gatos CA

International Business Machines - Armonk NY

H04M 358

379 96

In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of transferring the call and the data terminal information associated with the call to any available phone extension with an associated data terminal. A Computerized Branch Exchange (CBX) is used to transfer the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information. The host application sends the data terminal information to the destination data terminal display in conjunction with the transferred phone call.

49426028, Jul 17, 1990

Jan 6, 1989

7/294524

William T. Baker - Palo Alto CA
Charles M. Buffum - San Jose CA
Charles H. Jolissaint - Sunnyvale CA
Gregg W. Kerlin - Los Gatos CA

International Business Machines Corporation - Armonk NY

H04M 358
H04M 714

379212

In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of transferring the call and the data terminal information associated with the call to any available phone extension with an associated data terminal. A plurality of Computerized Branch Exchanges (CBX) are joined via a network means to facilitate the transfer of the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information. The host application sends the data terminal information to the destination data terminal display in conjunction with the transferred phone call.

41631242, Jul 31, 1979

Jul 24, 1978

5/927185

Charles H. Jolissaint - Sunnyvale CA

Rolm Corporation - Santa Clara CA

H04Q 364

179 18D

A queuing technique for message communication systems having a plurality of caller handsets and multiple tariff communication links. In response to toll call requests, the lowest tariff links are scanned for availability. If no such link is available, a request is stored in a finite time, fixed storage queue, and the lowest tariff links are repeatedly scanned for availability. If no such link becomes available within a predetermined maximum time period, or if the number of requests stored in the queue exceeds a predetermined maximum number, the next lowest tariff links are scanned and the caller handset corresponding to the oldest stored request is connected to an available one of such links. If none of the next lowest tariff links are available, the oldest caller is connected to one of the regular tariff links. A second queue may be added between the next lowest tariff link group and the regular tariff link group to provide serial tandem queues or serial concatenated queues.

49493736, Aug 14, 1990

Jan 6, 1989

7/294316

William T. Baker - Palo Alto CA
Charles M. Buffum - San Jose CA
Charles H. Jolissaint - Sunnyvale CA
Gregg W. Kerlin - Los Gatos CA

International Business Machines Corporation - Armonk NY

H04M 1106

379 96

In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of selecting the optimal phone extension, based on balancing agent load, from a group of phones to transfer the call and the data terminal information associated with the call to. A Computerized Branch Exchange (CBX) is used to transfer the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information. The host application sends the data terminal information to the destination data terminal display in conjunction with the transferred phone call.

51812398, Jan 19, 1993

Mar 27, 1992

7/861172

Charles H. Jolissaint - Sunnyvale CA

ROLM Systems - Santa Clara CA

H04M 358

379 96

Method and apparatus for permitting host applications processors to read information from and/or to write information into a database which is stored at a switching machine which interfaces with the host applications processors. The information relates to a caller and the database record for the caller is maintained as long as the caller has an ongoing telephone call at the switch.

52764400, Jan 4, 1994

May 6, 1991

7/701322

Charles H. Jolissaint - Sunnyvale CA
Ronald D. Martin - Durham NC
Stephen A. Owen - Raleigh NC
William C. Schaal - Turnersville NJ
Gary R. Shippy - Cary NC
John G. Stevenson - Raleigh NC

International Business Machines Corporation - Santa Clara CA

H04J 116

34082502

A network has a plurality of devices connected together in pairs. When a physical connection between a pair of devices is initiated, the devices exchange information regarding a unique device identifier, and details of the physical connection. This information is provided in a report to a network manager. When a failure occurs on the network, the connection information is used to locate the failure.

43130364, Jan 26, 1982

Feb 19, 1980

6/122415

Michael D. Jabara - San Francisco CA
Charles H. Jolissaint - Sunnyvale CA
David Lieberman - Palo Alto CA
John D. Edwards - Campbell CA

Rolm Corporation - Santa Clara CA

H04M 706

179 18AD

A distributed CBX system which provides a virtual network between remotely located CBXs is disclosed. The CBXs are connected to both a voice network and a packet network. A first CBX may interrogate a second CBX to determine, by way of example, the status of a called station at the second CBX over the packet network. The second CBX not only provides the status of the called station but also provides, if the called station is clear, the number of a free incoming line at the second CBX. In this manner, the first CBX can place a call to both an available line and station at the second CBX. Alternatively, because of facility availability or tariff structures, the call may be originated over common carrier facilities in the reverse direction originating over common carrier facilities from the called party end.