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7336779 |
Topical dynamic chat
The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the...
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7328043 |
Telephony apparatus for PBX system
There is disclosed a telephony apparatus comprising a base station and a handset, one of the base station and the handset being connected to a telephony system via an IEEE 802.11 interface, the...
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7310413 |
Language for implementing telephony processing in end points
A system includes telephony devices that provide services and applications through the execution of scripts in web pages.
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7298836 |
Network-based healthcare information systems
Methods and systems are disclosed for enabling a telecommunications network-based healthcare information system (NBHIS). A data connection is established with a rule-based application dataserver of...
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7295664 |
Automated telephone attendant
A telephony system ( 100 ) includes a user device ( 110, 130 ) configured to enable a user of the telephony system ( 100 ) to place and receive telephone calls, and a service node ( 180, 185 )...
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7292689 |
System and method for providing a message-based communications infrastructure for automated call center operation
A system and method for providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted...
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7280650 |
Method and apparatus to manage a conference
A method and apparatus to manage delay in a multimedia conference session is described.
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7277536 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center
A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point...
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7274784 |
Methods, systems, and computer program products for routing calls based on the originating network
A method of routing calls in a communication system. A call is received from an originating network in the communication system. The identity of the originating network is determined, and the call...
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7274685 |
System and method for recording incoming calls on demand in a transaction processing system
A recording system for recording calls between callers and agents of a transaction processing system includes an Internet Protocol (IP) gateway, an interface configured to operatively couple the IP...
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7272223 |
Multi-media contact center
Multi-media call centers are able to receive incoming contacts or calls in a plurality of different types of medium. For example, as email, fax, chat, web-based and other types of contact. Incoming...
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7263177 |
Method and system for operating interactive voice response systems tandem
First and second voice interactive response systems operate in tandem. The first voice response system receives a call from a caller and interacts with the caller to provide information to the...
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7263183 |
Method and system for assigning tasks to workers
A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested tasks...
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7260205 |
Call waiting using external notification and presence detection
Alerting an intended recipient of a phone call includes identifying an account based on a phone call received from a caller and accessing configuration data related to the account. The...
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7257217 |
Call features for automatic call distribution system
Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred...
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7248675 |
Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer
A method and apparatus for establishing a voice call to a PSTN extension for a networked client computer, and routing the voice call off of the network, is provided. In a first embodiment, the...
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7245711 |
Virtual interaction queuing using internet protocols
A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call...
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7242760 |
Automatic detecting when an agent is available
An arrangement is provided for enhancing the operational capabilities of a call center by automatically detecting when an agent is available. When an agent answers a routed call, corresponding to a...
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7233980 |
System and method for dynamic queuing in an automatic call distributor
A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services...
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7231034 |
“Pull” architecture contact center
A system and method for processing a user inquiry. The method includes receiving a user inquiry, sending a first request for user information to a first database, providing the user information...
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7230946 |
Remote agent access method to a VoIP contact center where high QoS is not supported
A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data...
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7222189 |
System and method for optimizing timing of responses to customer communications
A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives...
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7215757 |
System and method to provide automated scripting for customer service representatives
A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and...
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7215758 |
Generating media-specific interaction control programs
Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications...
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7215759 |
Hold queue wait estimations
A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be...
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7212624 |
Using information about software events to route contacts in a contact center
A need exists to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when...
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7206402 |
Method of and system for call service system, and computer product
A user is made to select among a retrieval of a knowledge data base, an inquiry through an electronic mail, and receipt of an answer to an inquiry through a telephone. This selection may be made...
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7203305 |
Method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring
Embodiments of the invention relate to a method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring. The method includes...
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7200614 |
Dual information system for contact center users
A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a...
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7200213 |
Systems and methods for an operator system service
The present invention relates to systems and methods for providing live operator service for a communication session over a packet-based network. The live operator of the invention can receive a...
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7197133 |
Information transfer to a call agent using a portal system
A call center system is described that is comprised of an information control system and a portal system. The information control system receives a call agent identifier. The information control...
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7197131 |
Web-based network monitoring tool
A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other...
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7197030 |
Processing device network
A network of processing devices is arranged to communicate by packets having an addressing header and a data portion. Within the network, audio telephony is implemented. A signaling packet is sent...
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7180995 |
Method and apparatus for demonstrating telecommunications products
A telecommunication product demonstration system is comprised of three major components, including customer facility equipment, sales agent facility equipment, and telecommunication service...
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7174365 |
System and method for controlling one or more multipoint control units as one multipoint control unit
A video teleconferencing system for controlling multiple multipoint control units (MCU) from a single apparatus. The system utilizes a Virtual MCU (VMCU) ( 110 ) to communicate with a plurality of...
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7170991 |
Method and system for utilizing proxy designation in a call system
A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving...
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7170993 |
Methods and apparatus for automated monitoring and action taking based on decision support mechanism
Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems...
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7151827 |
Systems, methods, and devices for an enhanced on-hold interface
An on-hold interface system is disclosed. According to one embodiment, the system includes an interactive voice response system for providing a plurality of audio signals to a telecommunications...
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7142661 |
Method and apparatus for interactive voice processing with visual monitoring channel
A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio...
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7139373 |
Service delivery instruction processing system and method
A method, system and apparatus for managing delivery service instructions. A method for managing delivery service instructions can include receiving a telephone call from a customer through a PSTN...
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7139381 |
Method and apparatus for initiating telephony contact
A trigger signal from a remote location can be used to automatically trigger a call from a telecommunications device. The device is preferably a programmable telephone which stores a dialling...
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7139389 |
System and method for allocating contact resources to contact resource users
A system and method for allocating contact resources provides a platform for communicating contact resource availability from contract resource sources to contact resource users and for procurement...
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7136478 |
Interactive voice response unit response display
The present invention is directed to a telecommunication device 174 or 180 including (a) an input operable to receive from an endpoint, as part of a live voice communication, a text message and an...
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7127058 |
Managing communications in a call center
A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and...
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7127400 |
Methods and systems for personal interactive voice response
A personal interactive voice response system with a web-based interface allowing the user to specify treatment of incoming calls based on voice or touchtone responses provided by the calling party....
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7123712 |
Computer telephony server with improved flexibility
An improved computer telephony (CT) server which utilizes a standard message structure to communicate with applications, but may interface such applications to a variety of different telephony...
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7123709 |
Method for audio stream monitoring on behalf of a calling party
A method of audio stream monitoring on behalf of a calling party by filtering an audio stream sent to an audio-capable device. The audio stream is received from an audio stream source and compared...
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7116765 |
Mapping an internet document to be accessed over a telephone system
Methods and systems for enabling a user to create a user-defined map of an Internet document to control how text and links of the Internet document are presented to the user. A user selects and...
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7106850 |
Customer communication service system
A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data...
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7099455 |
Managing variable data through line information database (LIDB) access in a public switched telephone network (PSTN)
A method, system and apparatus for managing variable information in a line information database (LIDB). In summary, a LIDB which has been configured in accordance with the present invention and...
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