Vladimir Ladimir Kamen

6389133, May 14, 2002

Nov 18, 1999

09/442997

Vladimir Kamen - San Francisco CA

Genesys Telecommunications Laboratories, INC - San Francisco CA

H04M 500

37926607, 37926501, 37926502, 37926503, 37926608

An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

6600822, Jul 29, 2003

May 13, 2002

10/145561

Vladimir Kamen - San Francisco CA

Genesys Telecommunications Laboratories, Inc. - Daly City CA

H04M 300

37926607, 37926502, 37926503, 37926608

An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

8406421, Mar 26, 2013

May 31, 2006

11/444566

Vladimir Kamen - San Francisco CA, US
Farzad Naimi - Atherton CA, US
Kayvan Alikhani - Oakland CA, US

Passban, Inc. - San Francisco CA

H04L 9/28

380 28, 370328, 370407

A method and apparatus, in accordance with an embodiment of the present invention, is presented for securely accessing a voice-enabled communication terminal using Internet Protocol by performing physical authentication, performing biometric authentication, performing logical authentication, performing confirmation of a user and upon successful confirmation of the user, allowing access to the communication terminal.

59913932, Nov 23, 1999

Nov 4, 1997

8/964309

Vladimir Kamen - San Francisco CA

Genesys Telecommunicaitons, Laboratories, Inc. - San Francisco CA

H04M 300
H04M 700

379265

An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.