Matches 151 - 200 out of 309 < 1 2 3 4 5 6 7 >
Match Document Document Title
6925167 Service observing in a voice over IP telephone system  
An information handling system comprises a TCP/IP network connecting a hub to a multimedia server and the hub to a data server, and the hub to an IP telephony device that is then coupled to a...
6920216 Automatic call distribution with computer telephony interface enablement  
A software ACD is described that is interposed between a switch or packet telephony environment, and an applications computer running a call processing application. The ACD may pass through...
6920441 Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center  
A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center...
6914897 System and method for accessing radio programs using a data network telephone in a network based telecommunication system  
A system and method of accessing radio programming from radio stations that communicate radio programming on a data network. The radio programming is accessed as radio or audio signals formatted in...
6912272 Method and apparatus for managing communications and for creating communication routing rules  
A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined...
6910189 Method, system, and computer program product for electronic messaging mail list management  
According to one aspect of the invention, sending an electronic message to two or more sets of recipients includes associating a first portion of an electronic message with a first set of one or...
6910072 Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface  
In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to...
6904485 Method and system for pluggable terminal with TAPI  
Systems, methods, and data structures for pluggable terminals are provided. Pluggable terminals are part of client and server TAPI communications systems. Pluggable terminal allow third parties to...
6889195 System and method for utilizing a computer network in conjunction with traditional telemarketing  
A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message...
6885744 Method of providing background and video patterns  
A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the...
6882725 Method and apparatus for connecting to IP private branch exchange  
A method and apparatus for connecting a manager terminal to an IP PBX system includes receiving a link request signal from the manager terminal via a connection line, switching the link request...
6879684 Method of transmitting data to members of an operator service  
A method for managing operators of an operator service, the network having switching offices in which the operator logs on to a central master office by virtue of the fact that the operator...
6876740 Method for transmitting information between a switching center and a communications terminal  
A method and a telecommunications network for transmitting data to subscribers of an operator service, in which, after a subscriber logs on to a remote master office, a request is transmitted from...
6873694 Telephony network optimization method and system  
A telephony network optimization system and method comprises receiving a request from an application to provide to the application service on a telephony network. The method also comprises...
6870925 Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system  
A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor...
6871076 Method and system for automatically adjusting location based system information in a mobile computer  
There is disclosed a method, system and program product for automatically adjusting location based system information in a mobile computer to reflect the time zone where a user of the mobile...
6871212 Method and apparatus for processing a telephone call  
A system is provided for establishing a connection between a telephone agent and a computer user. A request is received from the user requesting a return call by an agent. The request is received...
6868154 System and method for providing a service to a customer via a communication link  
A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An...
6865267 Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set  
A method and system for routing incoming calls from callers to agents associated with an automatic call distribution system, where the incoming calls are based on non-voice dialog communication,...
6865268 Dynamic, real-time call tracking for web-based customer relationship management  
A method and computer product for locating and tracking the status of call tickets, communicating both asynchronously and synchronously with online members within an organization through an...
6865258 Method and system for enhanced transcription  
A method and system for performing enhanced transcription is disclosed. In a preferred embodiment, a transcription application may automatically transcribe information provided in a message. For...
6859525 Internet telephony device  
A novel device to facilitate digital network, such as the internet, telephony by connecting a standard telephone handset to a computer sound card so as to allow voice communication using an...
6850615 Method and system for providing information to an external user regarding the availability of an agent  
A method and system are provided for availing to an external user, in real time, particular information regarding the availability of at least one agent in an automatic call distribution...
6850614 Method for providing consolidated specification and handling of multimedia call prompts  
Methods and apparatus for generating media-specific scripts for a plurality of multimedia communications systems are described. A method includes the step of receiving a transaction routing script....
6850612 End user automatic call distributor network control  
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller...
6847712 Reservation system and method  
A reservation system and method are provided that allow a user, who wants to receive a telephone inquiry or consultation service but cannot get through because an operator's line is busy, to...
6845154 Allocation of resources to flexible requests  
A system and method are disclosed which determine the flexibility of requests and utilize such flexibility of requests in managing a finite number of resources for servicing such requests. As an...
6829350 Method for operating a global, virtual call center  
In a method for operating a global, virtual a call center having operators working all over the world, in response to a call from a customer, data suitable for identifying the customer and...
6829349 System and method for monitoring and routing incoming calls  
A system and method is provided for monitoring and routing incoming communications to an agent in an organization. In accordance with the system and method of the invention, a communication control...
6829348 System for customer contact information management and methods for using same  
The present invention is directed toward a system and method for providing complete customer contact management across a variety of customer contact channels so that businesses, or clients (i.e.,...
6826276 Managing caller profiles across multiple call hold centers  
A method, system, and program for managing a caller profile for multiple callers across multiple call hold centers are provided. Multiple call centers preferably subscribe to a remote caller...
6819759 System and method for providing personalized and customized services for call center customers waiting in queue  
For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and...
6816579 Method and system for releasing a voice response unit from a protocol session  
An approach for processing voice calls over a packet switched network as to efficiently utilize the functionalities of a Voice Response Unit (VRU). According to one embodiment, a call originator,...
6813349 Communication of user data to an automatic call distributor agent  
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller...
6801522 Method of communicating with subscriber devices through a global communication network  
When a call out is done by the destination communications device ( 11 ), the calling access server ( 15 ) generates the call-out packet, which packet is then sent to the called access server ( 15 )...
6801620 Enhanced agent automatic call distribution control  
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to and from an ACD Agent. The...
6798877 Enhanced end user automatic call distributor control  
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller...
6798770 Method for handling telephone calls via at least one telephone network using the internet  
Telephone calls are handled via the Internet between an interworking unit relating to the calling subscriber and an interworking unit relating to the called subscriber. At least the...
6792102 Matching routed call to agent workstation  
An arrangement is provided for matching a routed call to an agent workstation. An agent working at an agent station of a call center enters an agent ID when the agent answers a routed call. The...
6785380 Network-centric self-administered call center with intelligent mobile agent terminals  
A communication processing system includes a network having a number of agent terminals associated therewith and one or more processing elements enabled to support a distributed system deployment...
6782091 Virtual call distribution system  
The present invention relates to the processing of in-bound telemarketing calls in which an individual calls a telephone number set forth in either an advertisement or a solicitation. In one...
6782087 Desktop telephony application program for a call center agent  
A desktop telephony application program enables a call center agent to handle calls. The application program may be interfaced with an answering service. The answering service acts as an...
6778842 Portable telephone and data communication control method for portable telephone  
A portable telephone includes a speech transmission circuit, data transmission circuit, earphone/microphone detection circuit, and control circuit. The speech transmission circuit performs speech...
6778659 Customer service routing system and method  
The present disclosure relates to a customer service routing system and method. The routing system is configured for receiving an incoming service inquiry from a customer, prompting the customer to...
6778652 Method and apparatus for establishing and facilitating a voice call connection from a client computer to a PSTN extension  
A method and apparatus for establishing and facilitating a voice call connection from a client computer to a PSTN extension includes incorporating offers to participate in a voice communication...
6778661 Multimedia call distribution system  
The multimedia call distribution system maintains call connection devices, a multimedia call distribution device, and terminal devices. When a call connection request is received, each of the call...
6775366 System and method for adding internet functionality to a telephone call  
A system for adding internet functionality to a telephone call between a first caller and a second caller. The system comprises a telephony application, responsive to receiving a source telephone...
6771766 Methods and apparatus for providing live agent assistance  
Establishing a conference between a customer at a customer terminal and a live agent at an agent station, by (a) accepting a call request from the customer terminal, (b) requesting that an...
6771756 System and method to facilitate team communication  
A system and method to facilitate communications among team members or subscribers using a virtual assistant and a derived points of contact (POC) list to initiate contacts. The virtual assistant...
6771764 Schedule based transaction routing  
A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a...
Matches 151 - 200 out of 309 < 1 2 3 4 5 6 7 >