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7529362 |
System, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
Automated, computer-based systems, method, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals...
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6009161 |
Automated ringing of an operator for directory assistance calls
A method of completing a call to a remote directory assistance operator comprises the steps of attempting to place the call and disconnecting an operator position manned by a live operator from the...
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5757904 |
Context-sensitive presentation of information to call-center agents
A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer...
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5469504 |
Automatic call distribution with intersubnetwork customer information transfer system and method
An automatic call distributor (10) with a plurality of subnetwork switches (14A, 14B) for interconnecting agent units (18A, 18B) with customer telephonic units (15) of an external telephonic...
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5181239 |
Call tagging user information in a telephonic environment
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...
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4949373 |
Host load balancing
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...
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4899375 |
More efficient call handling for operator assistance calls
A method and apparatus for processing operator assistance calls with minimum expenditure of operator work time. For collect and person-to-person calls, a first operator at a first operator position...
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4805209 |
Coordinated transfer of voice and information through a digital switch
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...
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4530051 |
Program process execution in a distributed multiprocessor system
A method and apparatus for executing parts of a program process on two processors of a multiprocessor system. A home process resides in a home processor and is the destination process of all...
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