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7356139 |
Computer telephony integration (CTI) complete hospitality contact center
Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal...
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7349535 |
Method and system for automatic call distribution based on location information for call center agents
A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for...
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7328006 |
Method and communication system of associated phone calling
A method for an associated phone calling is disclosed, that a mobile terminal needs to have association relationships with one or multiple communication terminals in a network. First, having...
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7295669 |
Call center telephone and data flow connection system
A method and system for transferring telephone calls and data between computer programs in a call center. Flow connection modules associated with call center application programs allow data and...
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7289624 |
Managing use of experts by callers waiting in a hold queue
A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to...
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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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7257219 |
Routing data based on comparative income values
To select routing of communications in a network with a plurality of paths between a first location and a second location, a routing choice is determined from among the plurality of paths based at...
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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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7249321 |
System and method for selection of a voice user interface dialogue
A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria...
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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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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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7224791 |
Mechanism for queuing calls
A call processing apparatus (SW) comprises a first queue (Q 1 ) for temporary storage of an incoming call and several parallel second queue systems (Q 21 –Q 23 ), each corresponding to a...
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7221753 |
Method and system for providing network interactive voice response with intelligent call routing integration
An approach for providing interactive voice response services is disclosed. A voice response platform receives a call and generates an automated menu in response. The menu, according to one...
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7184541 |
Method and apparatus for selecting an agent to handle a call
A system, method, apparatus, means, and computer program code for selecting an agent to handle a call are provided. According to some embodiments, multiple agents may take or handle calls. Each...
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7170990 |
Autonomous dispatcher method and apparatus
The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be...
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7139390 |
Promoting use of experts to callers waiting in a hold queue
A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering...
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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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7133520 |
Dynamic skill-based call routing
A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method...
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7110525 |
Agent training sensitive call routing system
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an...
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7110524 |
Method and system for call queueing and customer application interaction
A system and method provide for the processing and routing of incoming calls for a call center. The system is specially configured such that incoming calls are prioritized and placed in a virtual...
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7080323 |
Dynamic and adaptable system and method for selecting a user interface dialogue model
A communication system includes a selection module for selecting appropriate user interface types for nodes within a task. The selection module interacts with a selection criteria library and a...
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7076044 |
Call queuing notification
Call queuing is implemented in a telecommunications advanced intelligent network. After a call to a busy subscriber line in queued, a separate call to the subscriber is placed indicating status of...
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7076043 |
System and method of using presence information to delay dialing phone calls initiated by a caller to a callee
In a communication system, a delayed call dialing processing system and method are described. The delayed call dialing processing system includes logic that allows a caller wishing to call a callee...
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7068775 |
System and method for managing a hold queue based on customer information retrieved from a customer database
A system, including a method for prioritizing on hold calls connected to an automated telephone system is disclosed. The system and method utilizes customer information retrieved from a customer...
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7062031 |
Call processing system
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes...
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7046789 |
TracM-task and resource automation for call center management
A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources...
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7043245 |
Call processing method during termination busy state of terminal in radio intelligent network system
A call processing method during terminating BUSY states (busy, power down, and paging failure) of a terminal in a radio intelligent network system. The method includes detecting the terminating...
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7031447 |
System and method for location-based call distribution
A method for location-based call distribution is provided that includes receiving from a customer communication device a request to establish a communication session with an agent communication...
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7023979 |
Telephony control system with intelligent call routing
A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of...
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7020253 |
Call queuing utilization reporting
Call queuing is implemented in a telecommunications advanced intelligent network. After a call to a busy subscriber line is queued, information about the queued call is collected. Utilization...
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7003091 |
Resource allocation for simultaneous hunt group
A simultaneous hunt group system and method are provided. A call status module notices an incoming call to a simultaneous hunt group and offers the call to a plurality of endpoints. One of the...
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6988126 |
Contact center system and method for specifying different service specific behavior and offering range of corresponding customer services
A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service...
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6985576 |
Method and apparatus for automatic call distribution
An Internet Protocol (IP) call distribution system, for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be...
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6981020 |
Apparatus and methods for routing electronic mail in a processing center
An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server...
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6980640 |
Automated right-party contact telephone system
A system is provided for routing telephone calls between at least first and second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is...
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6959081 |
Expert hold queue management
A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call...
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6958994 |
Call transfer using session initiation protocol (SIP)
A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a...
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6934379 |
Multiple client remote agent network method
A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps...
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6934277 |
Internet web site with audio interconnect and automatic call distributor
An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web...
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6882641 |
Call center queue administration
A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers....
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6879685 |
Apparatus and method for analyzing routing of calls in an automated response system
A system for analyzing the performance of an interactive voice response (IVR) system operates to record from end to end plural calls from callers. For a plurality of calls, the system codes and...
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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...
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6870917 |
Methods and systems for call interruption services
Methods and systems are provided that can automatically facilitate busy line validation (BLV) and emergency interrupt (EI) services with the aid of various sensors and systems that can...
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6847713 |
Method and apparatus for robust call routing
Apparatus and method for performing a recoverable routing of calls using an automatic call distributor to avoid loss of calls at busy agent terminals. Switching equipment receives incomind calls...
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6842515 |
Multi-site responsibility-based routing
A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located...
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6836893 |
Data driven communication system
A data driven communication system has three layers consisting of destination, people or network nodes, and devices. Software agents represent the entities of these layers and relationships between...
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6834106 |
Call control system and method
A call manager receives an incoming call and from this may generate a subsidiary call signal, which it directs to a first call reception component. For example, the call manager may direct the call...
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6832203 |
Skills based contact routing
A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are...
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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...
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