|
Match
|
Document |
Document Title |
|
|
6330325 |
Automatic log-off signaling for telephone systems
A telephone agent availability monitoring system is disclosed for use in telephone switching networks known as "automatic call distribution" systems (ACD's). The inventive monitoring system...
|
|
|
6330316 |
Alternate routing schemes using quality of service information for calls involving unreliable networks
The invention relates to methods and apparatus for determining whether a CPS should employ a standard interface or an unreliable network for routing telephone calls. The invention includes a...
|
|
|
6327363 |
Method and system for automated customer services
A system and method for accepting customer calls for product related services and directing these calls to an appropriate customer service center. The system contains a customer service network and...
|
|
|
6320956 |
Multiple client remote agent network method
A method of providing call center remote agents the ability to conduct transactions for a plurality of call center clients while providing integrated voice, data, supervisory monitoring and payroll...
|
|
|
6320951 |
Transfer-connect telephony services utilizing automated audio systems
A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected...
|
|
|
6320955 |
Remote activation of call trace
A method for identifying a route of a call in a telecommunication system (10) comprises the steps of routing the call from a telephonic calling device (12) via a telephonic switch (14) to a...
|
|
|
6314176 |
Third party call control
An approach for processing a call from a calling party to a called party in which the called party requires operator assistance is disclosed. A bridging switch receives a call offer from the...
|
|
|
6310941 |
Method and apparatus for facilitating tiered collaboration
An apparatus comprising a storage medium having stored therein a plurality of programming instructions and an execution unit is presented. The execution unit, coupled to the storage medium,...
|
|
|
6292550 |
Dynamic call vectoring
A telecommunications switching system such as a private branch exchange (100) processes calls as follows. When it receives (200) a call associated with an individual vector directory number (VDN),...
|
|
|
6292555 |
System, method and storage medium for connection to operator
An operator connection system in which a telephone call from a customer having ever called is connected to an operator having ever served the particular customer, as far as possible. The operator...
|
|
|
6278772 |
Voice recognition of telephone conversations
Voice data requires large storage resources even when compressed and takes a long time to retrieve. Further the required information cannot normally be directly located and it is difficult to...
|
|
|
6272216 |
Customer self routing call center
A self-routing calling center system provides the caller with a graphical display showing a plurality of resources. The resources may include voice telephone by which the caller talks to an agent,...
|
|
|
6256381 |
System and method for identifying a data record associated with a transferred telephone call
A system and method for identifying a data record associated with a transferred telephone call which is not dependent on the hardware of the particular telephone network and systems involved. In...
|
|
|
6229888 |
System and method for operating a plurality of call centers
A system and method for routing telephone calls from a network-level routing station to individual ones of a plurality of call centers having computer telephony integration (CTI) servers at each...
|
|
|
6201863 |
Personal desktop router
A personal telephone call router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching...
|
|
|
6198739 |
Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow...
|
|
|
6192121 |
Telephony server application program interface API
An application program interface (API) provides an interface for application programs to communicate with a telephony server. The telephony server generates events regarding calling activity within...
|
|
|
6188761 |
System and method for providing operator and customer services
A system and method for providing operator and customer services for automated telecommunications services on an intelligent overlay network (104) is disclosed. Operator and customer services are...
|
|
|
6185287 |
Parallel data transfer and synchronization
A telephone call-routing system comprises an initial call-processing unit adapted for receiving calls from customers, and includes a processor system adapted for eliciting information from a...
|
|
|
6185292 |
Skill-based real-time call routing in telephony systems
A telephone call-routing system comprises an initial call-processing unit with a first telephone line adapted for receiving calls from customers, and includes a call-routing processor adapted for...
|
|
|
6181788 |
Uniform control of mixed platforms in telephony
Uniform control of mixed platforms is provided in telephony by connecting computer-telephony integration (CTI) processors to telephony switching units in a network, and connecting the CTI...
|
|
|
6181366 |
Video switching system, video communications system and method for establishing video communications with a telephonic switch
A video communications system 100, a video switching system 108 and method are provided for establishing video communications with a video communications device 104 utilizing the agent selection...
|
|
|
6170011 |
Method and apparatus for determining and initiating interaction directionality within a multimedia communication center
A campaign module in a multimedia cal center has programmable dynamic campaign module (DCM) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring...
|
|
|
6141413 |
Telephone number/Web page look-up apparatus and method
A telephone number/Web page look-up apparatus may be implemented in a telephone answering apparatus (15) for answering telephone calls to telephone numbers for which telephone calls are being...
|
|
|
6128380 |
Automatic call distribution and training system
A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler...
|
|
|
6122359 |
System for coordinating calls between an adjunct device and a switching system
In the system of the invention the adjunct device is connected to the switching system over two connections. The first connection is a voice channel consisting of an analog line capable of...
|
|
|
6111873 |
Voice over data for remotely located operators
A method for managing operator services comprises the steps of: compressing respective voice calls between a public switched telephone network (PSTN) and a local area network (LAN) of telephone...
|
|
|
6104801 |
Escalatory reactive call routing
A telephony system having a router for telephony calls has a plurality of selectable routing protocols and a system monitoring facility adapted for periodically determining the condition and...
|
|
|
6078580 |
Operator status server for voice over data
A method for managing operator services comprises the steps of: linking a public switched telephone network (PSTN) and an operator registration server (ORS) to one end of a single digital data...
|
|
|
6069891 |
Intranet voice over data operator service
A method for managing operator services comprises the steps of: converting a plurality of voice calls between a public switched telephone network (PSTN) and respective operator work stations in an...
|
|
|
6061442 |
Method and apparatus for improved call control scheduling in a distributed system with dissimilar call processors
A call scheduling and assignment method and apparatus that schedules each call request on an application processor of a multiple processor system that will process the call request in the smallest...
|
|
|
6041116 |
Method and apparatus for controlling outbound calls
A system for processing outbound calls includes a system controller that controls the placement of an outbound call to a called number. The called number placed by the system controller has an...
|
|
|
6028925 |
Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at...
|
|
|
6026157 |
Device for upgrading a reporting system
A device for upgrading a reporting system (12) associated with an automatic call distributor (10) in a telephone system having a first utility program for saving a plurality of custom reports to a...
|
|
|
6018579 |
Call center services for local calls using local number portability
A call servicing system permits agents to service customer calls dialed with a local telephone number. The system includes a network call center that connects a plurality of agent switches to a...
|
|
|
5987118 |
Method and computer program logic for providing an intelligent network operator console with enhanced services
A method and apparatus for providing operator consoles with enhanced customer support for automated telecommunication services on an intelligent overlay network (104) is disclosed. Operator and...
|
|
|
5982857 |
Voice recording method and system providing context specific storage and retrieval
A system and method for voice recording comprising one or more peripheral devices attached to a computer or a group of networked computers each having the peripheral device, wherein the peripheral...
|
|
|
5970135 |
Automatic call distributor with agent controlled call connection
An automatic call distributor (12) having a device (10) for routing application telephone calls to any agent (20), a device (10) for routing an exterior position call directly to a particular agent...
|
|
|
5953405 |
Agent-predictive routing process in call-routing systems
A telephone call-routing system comprises a routing intelligence adapted to receive real-time activity reports on busy status of remote telephone stations, and to route incoming calls based on the...
|
|
|
5953406 |
Generalized customer profile editor for call center services
A profile editor is provided for creating and editing customer profiles. The customer profiles hold information regarding customers of a call center. Each customer profile encapsulates information...
|
|
|
5914951 |
System and method for controlling and monitoring communication between customers and customer service representatives
The system of the present invention allows a customer to access a company computer system via a data network and to request contact with a customer service representative. The company computer...
|
|
|
5854837 |
Method and system for providing interactive data exchange between an interactive platform and a caller
A method and system for providing interactive data exchange between an interactive platform, a caller and at least one operator work associated with the interactive platform. A public switched...
|
|
|
5828731 |
Method and apparatus for non-offensive termination of an outbound call and for detection of an answer of an outbound call by an answering machine
A method and an apparatus are disclosed which provide for non-offensive termination of an outbound call which has been answered when an agent is not available to handle said outbound call. An...
|
|
|
5825870 |
Methods and apparatus for implementing a network call center
A network call center hosted by a network service provider has equipment and software for providing call center services to customers of the network service provider. In a preferred embodiment...
|
|
|
5812638 |
Telephone operator mid-call queuing interval system and associated method
A method for handling incoming callers to a call processing system such as a directory assistance facility, and associated system is disclosed. The method includes the steps of recording a greeting...
|
|
|
5668856 |
Method and system for screening calls directed to an international telephone operator
A method and system for screening international phone calls to reduce the number of phone calls which are made simply for the purpose of talking with international operators (prank phone calls) and...
|
|
|
5659605 |
Method and apparatus for providing soft dial tone using office equipment designators
An Advanced Intelligent Network is disclosed which permits even "disconnected" subscriber equipment to complete calls to the business office of the network operator or to 911 by providing soft dial...
|
|
|
5638430 |
Call validation system
A system and method for validating pieces of information associated with a telephone call. An operator console receives a call having one or more pieces of information that are to be validated. The...
|
|
|
5579382 |
International direct dialing booking system
The international direct dialing booking system of the present invention enables the circuit between a calling party and the other party to be connected by calling the other party on behalf of the...
|
|
|
5500891 |
Telecommunication system with multilink host computer call control interface system and method
A telecommunication system (10) having a single automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) and an associated memory (18) for...
|