Matches 251 - 300 out of 309 < 1 2 3 4 5 6 7 >
Match Document Document Title
6584193 System, method, and computer program product for network telephone queuing  
A network telephone queuing system including a network telephone switch 108 and a queue server 114 associated with switch 108. Switch 108 receives all calls to a SOHO queuing system...
6577605 System, method and apparatus for automatically distributing multimedia calls  
The present invention provides a system, method and apparatus for automatically distributing a multimedia call received from an originating end point. The present invention determines whether the...
6560328 Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality  
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more...
6549617 Telephone switch with delayed mail control system  
A telephone switch in which communication between tasks controlling the switch hardware and the timing of those tasks, including the timing of repeating tasks, is controlled through a mail system...
6542498 Signaling system and method to connect idle internet end stations with application in internet telephony  
A method of signaling including the steps of providing a first Internet end station, providing a second Internet end station, establishing a Plain Old Telephone network connection between the first...
6542156 Telephone call center monitoring system with integrated three-dimensional display of multiple split activity data  
A novel telephone call center split monitoring and display system, uses an integrated three-dimensional bar chart to display multiple split activity information in a single view, enabling easy...
6504914 Method for dialog control of voice-operated information and call information services incorporating computer-supported telephony  
A method provides customer with simple and flexible dialog control and faster access to the desired information. In response to a customer call, a control program for dialog control created with...
6496567 Interactive voice response service node with advanced resource management  
An advanced resource management system for an interactive voice response (IVR) service node allows multiple network ports to be served by one application port thereby increasing efficiency. An IVR...
6493446 Call center posting program  
A method of scheduling remotely located call center agents comprising the steps of connecting a call center client and a remotely located call center agent by telephonic and digital means. A...
6493447 Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications  
The present invention is a Contact Server that enables customers to submit call-back requests to a call center via the Internet, or virtually any other communications technology available. A...
6493428 Text-enhanced voice menu system  
A text enhanced voice menu system includes data storage, a voice communication path, a text communication path and switch logic. The data storage stores audio information for producing a voice...
6490344 Communication system and communication channel coupling method  
In a communication system, a call setup request is sent from a control unit to a first connection unit and a second connection unit to record the communication channel information of the opposite...
6473505 Call processing system for handling calls to a call center  
The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing...
6463149 Web page synchronization system and method  
A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent. An electronic workforce identifies the...
6459788 Call center resource processor  
The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing...
6456699 Web-based generation of telephony-based interactive voice response applications  
A computer system and method for analysis and translation of Web on-line menu architectures to Interactive Voice Response (IVR) menu architectures. The system analyzes Uniform Resource Location...
6456711 Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture  
A method for placing a call intended for an enhanced network user on hold is disclosed. A calling party is enabled to select the type of information which is provided to the calling party while the...
6449356 Method of multi-media transaction processing  
A method and apparatus are provided for processing multi-media telecommunication transactions by a call processing center. The method includes the steps of detecting a call of the multi-media...
6449357 Queuing status reporting apparatus  
A queuing status reporting apparatus delivers a report tailored to the type of a remote contact device being specified by a call-reserving user. If the contact device is a paging receiver, a report...
6445776 Abstract interface for media and telephony services  
A server provides media and telephony services in a telecommunications network. The server has a distributed, object-oriented software architecture, allowing client applications to access resources...
6442242 Multifunction autoattendant system and method of operation thereof  
A call processing apparatus incorporates a robust database supporting both autodialing and autoattendant functions. Incoming calls not directed to a specific telephone extension and any call to a...
6442268 Method of implementing a line group function in a communications network based on ITU-T H.323  
A line group function in a communications network based on ITU-T H.323 is implemented via a proxy function. First, an alias address for the line group is converted into a group transport address...
6438599 Method and apparatus for establishing communication between a transaction initiator and a transaction processing system  
A system is provided for establishing communication between a transaction initiator and a transaction processing system, in which the transaction processing system has received a transaction from...
6438218 Internet telephone service  
A public switched telephone network utilizing program controlled switching systems controlled by common channel interoffice signaling (CCIS) and preferably an advanced intelligent network (AIN)...
6434231 Virtualized computer telephony integrated link for enhanced functionality in call centers  
A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the...
6430282 Methods and apparatus for originating voice calls  
In methods and apparatus for originating a voice call between first and second voice terminals, a voice call request is received at a data service node, the voice call request identifying the first...
6421427 Interactive voice response data transfer system and method  
An interactive voice response (IVR) system collects data associated with a telephone call, and provides the data to a server. The server transforms the data into a format consistent with a...
6418217 Arrived call receiving system for supporting reception services using telephone and receiving method therefor  
An arrived call receiving system including a caller's number automatic recognition unit for extracting and recognizing a phone number included in an arrived call, an automatic answering unit for...
6411696 System for finding a user with a preferred communication mechanism  
A system for handling incoming media events based on content and state information. An interface which receives events transmitted via a plurality of media forwards such incoming events into an...
6408065 Method and apparatus for intelligent data network call setup  
An intelligent data network call setup system forwards data network user information to an operator, for example, for a call with a data network user. The intelligent data network call set up...
6404747 Integrated audio and video agent system in an automatic call distribution environment  
A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both...
6400804 On-hold activity selection apparatus and method  
An on-hold activity selection apparatus and method that allows an on-hold party to select an on-hold activity, from a menu of on-hold activities, with which to be entertained and/or informed. The...
6389132 Multi-tasking, web-based call center  
A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a...
6381329 Point-of-presence call center management system  
A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational...
6377567 System and method for distributing data collected from call center services  
A distribution system makes reports available to customers of call centers. The report may provide information regarding calls handled by the call center on behalf of the customer. For example, the...
6373937 Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control  
A telephone switching and routing system has a first switching apparatus for receiving incoming calls, a first processor connected to the first switching apparatus, and a plurality of destination...
6373836 Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system  
An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the...
6366667 System for generating a list of qualified call recipients  
A method of and apparatus for qualifying telephone numbers for use by one or more telephone service representatives. The method includes the following steps. Supplying a telephone number database...
6356633 Electronic mail message processing and routing for call center response to same  
A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and...
6263066 Multimedia managing and prioritized queuing system integrated with intelligent routing capability  
A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST)...
6233332 System for context based media independent communications processing  
The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's...
6230197 Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center  
A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an...
6230287 Web based help desk  
A web based help desk includes a web server having memory storing a help desk web page. The web server allows remote user computers to access the web server via an internet or intranet connection...
6192050 Method and apparatus for inquiry response via internet  
An interactive data communication user is connected through a network to a multimedia response server. The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on...
6188762 Web call center/PSTN to TCPIP internet network  
A web call center system which provides automatic access to and retrieval of data from a remote or local web host by a call center operator upon receipt of a telephone call. The web call center...
6134530 Rule based routing system and method for a virtual sales and service center  
A rule based routing system and method is disclosed. The rule based routing system and method matches employee skills with a customer profile thereby facilitating improved customer service and...
6064667 Apparatus and methods enhancing call routing to and within call centers  
A rerouting system for Internet Prootocol Telephony calls between call centers adapted for processing such calls incorporates sequential series of addresses for rerouting to any specific point,...
6064730 Customer-self routing call center  
A call center for routing of a call from a user to one of a plurality of agent stations of an organization, comprises: an interactive graphical display of information relating to the organization,...
5991373 Reproduction of a voice and video session  
A communication system for reproducing a voice and video session includes a call center having a voice server and a video server. The call center also includes agent and supervisor workstations...
5987102 Method and apparatus for bridging a voice call including selective provision of information in non-audio to the caller  
An apparatus is provided with a storage medium having stored therein programming instructions that implement a set of communication services for bridging a voice call from a caller to a calle, and...
Matches 251 - 300 out of 309 < 1 2 3 4 5 6 7 >