Website entitled "Chapter 9—Domain Name Services," available at http://www.pism.com/chapt09/chapt09.html, downloaded Mar. 31, 2003, 21 pages.
Doo-Hyun Kim et al. "Collaborative Multimedia Middleware Architecture and Advanced Internet Call Center," Proceedings at the International Conference on Information Networking (Jan. 31, 2001), pp. 246-250.
Robin Foster et al., "Avaya Business Advocate and its Relationship to Multi-Site Load Balancing Applications," Avaya Inc. White Paper (Mar. 2002), pp. 1-13.
Presentation by Victor Zue, "The MIT Oxygen Project," MIT Laboratory for Computer Science, Cambridge, MA (Apr. 25-26, 2000), 9 pages.
MIT Project Oxygen, "Pervasive, Human-Centered Computing— Oxygen," MIT Laboratory for Computer Science, (Jun. 2000), pp. 1-15.
E. Nofh et al., "Research Issues for the Next Generation Spoken," University of Erlangen-Nuremberg, Bavarian Research Centre for Knowledge-Based Systems, at http://www5.informatik.uni- erlangen.de/literature/psdir/1999/Noefh99:RIF.ps.gz, 8 pages. L.F. Lamel and J.L. Gauvain, "Language Identification Using Phone- Based Acoustic Likelihoods," ICASSP-94, 4 pages. John H.L. Hansen et al., "Foreign Accent Classificatino Using Source Generator Based Prosodic Features," Robust Speech Processing Laboratory, Duke University Department of Electrical Engineering, (undated), pp. 1-4.
Levent M. Arslan et al., "Language Accent Classification in American English," Robust Speech Processing Laboratory, Duke University Department of Electrical Engineering, Technical Report RSPL96-7, revised Jan. 29, 1996, pp. 1-16.
Levent M. Arslan, "Foreign Accent Classification in American English," Dissertation submitted to Department of Electrical Computer Engineering, Graduate School of Duke University, (1996), pp.
1- 201.
"When Talk Isn't Cheap," Sm@rt Reseller, v. 3, n. 13 (Apr. 3, 2000), p. 50.
"eGain's Commerce 2000 Platform Sets New Standard for eCommerce Customer Communications," Business Wire (How. 15, 1999). Douglas W. Stevenson et al., "Name Resolution in Network and Systems Management Environments," available at http://netman.cit. buffalo.edu/Doc/DStevenson/NR-NMSE.html, downloaded Mar. 31, 2003, 16 pages.
U.S. Appl. No. 11/064,367, Flockhart et al.
"Product Features," Guide to Call Center Automation, Brock Control Systems, Inc., Activity Managers SeriesTM, Section 5—Company B120, p. 59, 1992.
"Product Features," Guide to Call Center Automation, CRC Information Systems, Inc., Tel-Athena, Section 5—Company C520, p. 95, 1992.
Dawson, "NPRI's.Powerguide, Software Overview" Call Center Magazine (Jun. 1993), p. 85.
"Applications, NPRI's Predictive Dialing Package," Computer Technology (Fall 1993), p. 86.
"Call Center Software You Can't Outgrow," Telemarketing® (Jul. 1993), p. 105.
"VASTTM, Voicelink Application Software for Teleservicing®," System Manager User's Guide, Digital Systems (1994), pp. ii, vii-ix, 1-2,
2- 41 through 2-77.
GEOTEL Communications Corporation Web site printout entitled "Intelligent CallRouter" Optimizing the Interaction Between Customers and Answering Resources. 6 pages.
Examiner's Refusal Decision dated Jul. 4, 2005 in Japanese Patent App. No. 2000-34266.
Examiner's Refusal Decision for Japanese Patent Application No. 2000-34267 dated Mar. 9, 2005 with translation, 4 pages. Avaya, Inc. "Better Implementation of IP in Large Networks," Avaya, Inc. 2002, 14 pages.
Judge et al., Agent-enhanced workflow, BT Technologies Journal, vol. 16 No. 3, 1998.
Evenson et al., Effective Call Center Management: Evidence from Financial Services, The Wharton Financial Institutions Center, Jan. 1999.
Eder, Johann et al. "Time Management in Workflow Systems." BIS'99 3rd International Conference on Business Information Systems (1999).
Background of the Invention of the above-captioned application (previously provided).
Spraetz, Out with the new, in with the old: A look at scheduling alternatives, Customer Inter@ction Solutions; Nov. 2001: 20,5. www.EIX.com (1998-2002) (http://web.archive.org/web/ 20020803000353/http://www.iex.com): Totalview The Workforce Management Solution, TotalView Product Literature: The Perfect Fit.
www.EIX.com (1998-2002) (http://web.archive.org/web/ 20020803000353/http://www.iex.com): Totalview The Workforce Management Solution, TotalView Product Literature: TotalView's Agent Webstation.
Business Editors, Microdyne Outsourcing Rolls Out RightForce Workforce Management to Manage Bi-Coastal Contact Center and E-Services Staff Business Wire. New York: Dec. 4, 2001. p. 1. Business Editors, High Tech Editors. IEX Enhances Award-Winning Workforce Management Solution Business Wire. New York: Jul. 31, 2001. p. 1.
Morris et al., Sardine: Dynamic Seller Strategies in an Auction Marketplace, EC'OO, ACM, Oct. 17-20, 2000, p. 128-134. Rabun, Andy and Jim Sommers "Microsoft Project 98 Support Course", Microsoft Corporation. Jun. 1998, 879 pages. "Microsoft Project 2000 Training Manual", Microsoft Corporation. 2000, 431 pages.
U.S. Appl. No. 12/022,850, filed Jan. 30, 2008, Flockhart et al. Microsoft Corporation. "User's Guide: Microsoft Project: Business Project Planning System Version 4.1 for Windows 95 or Version 4.0 for Windows 3.1." 1995. pp. 1-40 (Chapters 1-4). Dinda, Peter A., "A Prediction-based Real-time Scheduling Advi- sor", 2002, pp. 1-8.
U.S. Appl. No. 11/199,828, filed Aug. 8, 2005, Bland et al. U.S. Appl. No. 11/242,687, filed Oct. 3, 2005, Krimstock et al. U.S. Appl. No. 11/245,724, filed Oct. 6, 2005, Flockhart et al. U.S. Appl. No. 11/517,646, filed Sep. 7, 2006, Hackbarth et al. U.S. Appl. No. 11/536,456, filed Sep. 28, 2006, Hackbarth et al. U.S. Appl. No. 11/861,857, filed Sep. 26, 2007, Tendick et al. U.S. Appl. No. 12/249,916, filed Oct. 1, 2008, Kiefhaber et al. "Avaya IQ—Building Upon the Strengths of CMS", White Paper, Feb. 2007, 11 pages.
"Call Center Recording for Call Center Quality Assurance", Voice Print International, Inc., available at http://www.voiceprintonline. com/call-center-recording.asp?ad src=google&srch trm=call_ center_monitoring, date unknown, printed May 10, 2007, 2 pages. "Driving Model Agent Behaviors With Avaya IQ", White Paper, Apr. 2007, 12 pages.
"KANA—Contact Center Support", available at http://www.kana. com/solutions.php?tid=46, copyright 2006, 3 pages. "Monitoring: OneSight Call Statistics Monitors", available at http:// www.empirix.com/default.asp?action=article&ID=301, date unknown, printed May 10, 2007, 2 pages.
"Services for Computer Supported Telecommunications Applications (CSTA) Phase III"; Standard ECMA-269, 5th Edition—Dec. 2002; ECMA International Standardizing Information and Communication Systems; URL: http://www.ecma.ch; pp. 1-666 (Parts 1-8). "Still Leaving It to Fate?: Optimizing Workforce Management", Durr, William Jr., Nov. 2001.
Aspect—"Analysis and Reporting," http://aspect.com/products/
analysis/index.cfm, (Copyright 2005) (lpage).
Aspect—"Call Center Reports," http://aspect.com/products/analy
sis/ccreporting.cfm, (Copyright 2005) (2 pages).
Aspect—"Performance Optimization," http://aspect.com/products/
wfm/performanceopt.cfm?section=performanceopt, (Copyright
2005) (lpage).
Atkins et a.l; "Common Presence and Instant Messaging: Message Format," Network Working Group (Jan. 9, 2003), available at http:// www.ietf. org/internet-drafts/draft-ietf-impp-cpim-msgfmt-08.txt, 31 pages.
Avaya—"Avaya and Blue Pumpkin—Providing Workforce Optimization Solutions" (Copyright 2004) (3 pages).
Avaya—"Avaya and Texas Digital Systems—Providing Real-time Access to Call Statistics" (Copyright 2004) (3 pages). Avaya—"Avaya Basic Call Management System Reporting Desk- top" (Copyright 2002) (4 pages).
Avaya—"Avaya Call Management System" (Copyright 2003) (3 pages).
Avaya—"Basic Call Management System Reporting Desktop," Product Description, http://www.avaya.com/gcm/master-usa/en-us/ products/offers/bcmrs_desktop.htm (Copyright 2005) (2 pages). Avaya—"Basic Call Management System Reporting Desktop," Product Features, http://www.avaya.com/gcm/master-usa/en-us/ products/offers/bcmrs_desktop.htm (Copyright 2005) (2 pages). Avaya—"Basic Call Management System Reporting Desktop," Product Overview, http://www.avaya.com/gcm/master-usa/en-us/ products/offers/bcmrs_desktop.htm (Copyright 2005) (2 pages). Avaya—"Basic Call Management System Reporting Desktop," Product Technical, http://www.avaya.com/gcm/master-usa/en-us/ products/offers/bcmrs_desktop.htm (Copyright 2005) (2 pages). Avaya—"Call Management System," Product Description, http:// www.avaya.com/gcm/master-usa/en-us/products/offers/call_management_system.htm (Copyright 2005) (2 pages).
Avaya—"Call Management System," Product Features, http://www.
avaya.com/gcm/master-usa/en-us/products/offers/call_manage
ment_system.htm (Copyright 2005) (3 pages).
Avaya—"Call Management System," Product Overview, http://
www.avaya.com/gcm/master-usa/en-us/products/offers/call_man
agement_system.htm (Copyright 2005) (2 pages).
Avaya—"Call Management System," Product Technical, http://
www.avaya.com/gcm/master-usa/en-us/products/offers/call_man
agement_system.htm (Copyright 2005) (2 pages).
Avaya—"Multi Channel Product Authorization," (PA) Version 5.0,
(Nov. 2003) (6 pages).
Avaya IQ "Introducing Reporting And Analytics As You Designed It", 2007, 4 pages.
Defmity Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, AT&T publication No. 555-230-520 (Issue 3, Nov. 1993).
Nortel—"Centrex Internet Enabled Call Centers," http://www.products.nortel.com/go/product_assoc.jsp?segId=0&parID=0&catID=9191&rend_id... (Copyright 1999-2005) (lpage). US 6,537,685, 03/2003, Fisher et al. (withdrawn)
* cited by examiner
« PreviousContinue » |