Matches 151 - 200 out of 231 < 1 2 3 4 5 >
Match Document Document Title
6198814 System and method for entering call outcome records in a computer database in an outbound predictive dialing application  
In an outbound predictive dialing application, a fast, simple and economical system for entering brief call results in a computer database. Only one computer containing the database of telephone...
6195426 Service providing customized information to queuing customers  
A communication system that provides information to customers holding in a queue. Upon arrival to the queue, the queue identifies the customer and further identifies information that is related to...
6192122 Call center agent selection that optimizes call wait times  
Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a...
6175621 Priority call on busy  
A method and a system for setting a priority level of a call in which a request is received for changing a priority level of a call to one of a plurality of available call priority levels, the...
6173053 Optimizing call-center performance by using predictive data to distribute calls among agents  
Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g.,...
6169798 System and method for automatic call  
An automatic call system including a storage device, a private branch exchange, an originating equipment, and a plurality of operator apparatuses, wherein the private branch exchange originates a...
6141328 Method and system for two-way negotiated call hold  
A communication system and method for a communication network is provided. The communication system and method allow a calling party and a called party to engage in a two-way negotiated call hold....
6130942 Skills-based automatic call distribution system  
A skills based telephone call distribution system is disclosed. The system determines the informational needs of an incoming caller and defines a set of skills an agent should possess to serve the...
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...
6088441 Arrangement for equalizing levels of service among skills  
In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent...
6084957 Method for setting up a telephone connection and an exchange system  
A system and method for setting up a telephone connection which system comprises several exchange systems (100 and 116). A queuing list is used in the method, which list is maintained in such a...
6064731 Arrangement for improving retention of call center's customers  
In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost...
6052460 Arrangement for equalizing levels of service among skills  
In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and...
6044144 Network call parking manager  
A parking manager manages calls to be parked and parking resources on one or more parking platforms, and can be used in a system that combines the functionalities of call parking and intelligent...
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...
6011845 Method and system for two-way call holding using an intelligent communication device  
A partitioned communication system includes a shared switch network system in communication with an Intelligent Network Processor (INP). A terminating intelligent communication device (ICD) located...
6009163 Method and system for regulating incoming calls from multiple points of origination  
A method and system for regulating the flow of calls in a communications network. At least one calling area is assigned to each call response center of each service provider. Call regulating...
5999617 Dialing control method  
This invention relates to a dialing control method in a system, which comprises a PBX, a plurality of telephones connected to the PBX, a host computer connected to the PBX, and a plurality of...
5995614 Dynamic requeing to avoid latency in call-routing systems  
A method for rerouting calls in a call-routing system having a routing processor storing information about the status of remote telephone stations involves setting a semaphore for station busy at...
5991392 Agent-initiated dynamic requeing  
Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers, wherein provision is made for commands to be sent from an agent receiving a...
5970132 Call distributor  
An improved call distribution system is provided for distributing calls and information relating to the calls to different stations serviced by telephones and computers. The call distribution...
5970134 System and method for monitoring calls parked on an automatic call distributor  
System and method for monitoring calls parked on one or more automatic call distributors (ACDs). Calls parked on an ACD are monitored through the use of a call park server that maintains a...
5963632 Agent-initiated dynamic requeing of misrouted calls in call-routing systems  
Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers wherein provision is made for commands to be sent from an agent receiving a mis-routed...
5946388 Method and apparatus for priority queuing of telephone calls  
A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to...
5926539 Method and apparatus for determining agent availability based on level of uncompleted tasks  
A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of...
5903641 Automatic dynamic changing of agents' call-handling assignments  
An agent vector monitors selected performance parameters of a call center, such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents...
5828747 Call distribution based on agent occupancy  
A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies....
5809130 System and method for selectively retrieving communications from any selected location  
A communication system operative to retrieve communications from a plurality of calling parties by a called party at a plurality of selected secondary party locations, each having a corresponding...
5793861 Transaction processing system and method  
A transaction processing system and method includes a transaction interface for conveying transactions; a memory for storing the transactions in a queue; and a processor. The processor includes an...
5754627 Method and apparatus for managing calls using a soft call park  
A user initiated soft call park with recorded voice comfort notification system for use within a telephony server for wired or wireless telephones. In response to receiving an incoming call, a user...
5692033 AIN queuing for call-back system  
An arrangement in an intelligent network for queuing incoming calls to a destination number during peak calling times and initiating call-backs based on the order that the incoming calls were...
5657383 Flexible customer controlled telecommunications handling  
A central office controlled private branch exchange (PBX) is enhanced to provide more flexible services through the addition of new call vectors for controlling call processing. These new call...
5646988 Incoming call controller for preferentially connecting a waiting call based on number of previous unsuccessful call attempts  
An incoming call controller for preferentially connecting a waiting calling subscriber, who had previously made more unsuccessful call attempts than any other waiting calling subscriber, to a...
5636268 Communication system with queues  
The invention relates to a communication system comprising a first network, a second network, first stations coupled to the first network and second stations coupled to the second network, with the...
5627884 Method for returning inbound calls  
Caller information is automatically taken from a caller on hold, the call disconnected and the call returned at the time when the caller would have been serviced had the caller stayed on hold. The...
5625682 Help desk improvement  
The present invention relates to a method of informing an agent of a follow-up call to the agent from a telephone subscriber comprised of on receiving the follow-up call from the telephone...
5592542 Call distribution control method and call distribution control system  
In a call distribution control method for terminating an incoming call from a trunk or another extension at a pilot extension in a private branch exchange and routing the incoming call from the...
5586179 System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system  
Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution...
5563941 Method for the distribution of calls in a communication network  
For distributing calls in a communication network, a central network authority that forwards calls from subscribers to servers for further servicing of the calls provides an optimally successful...
5559878 Telephonic communications answering and callback processing system  
A system and method for solving problems associated with limited attended answering of telephone calls during peak periods is provided. The system implements a method for controllably and...
5546456 Telecommunication system with inbound call responsive predictive outdialing system and method  
A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18)...
5546454 Automatic call distributor with telephonic call holding system  
An automatic call distributor (20) having a multiport switch (22) controlled by a central control unit (24) for interconnecting telephonic calls received from external telephonic units (28) of an...
5535270 Automatic call distributor having multiple audio sources  
An automatic call distributor 16 and method for routing incoming telephone calls from a central office telephone switching system 14 to a plurality of agent stations 18 and 20 and for providing...
5519773 Call sharing for inbound and outbound call center agents  
Method for multiplexing inbound and outbound calls from a call center to improve the efficiency of call center agents since an idle agent can sometimes place an outbound call rather than wait for...
5515428 Multiple queue resource management  
A method of resource management for elements interfacing a communication control system is comprised of firstly providing a queue list containing a sequence of fields. Each field contains at least...
5469503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system  
In an automatic call distribution (ACD) system having a controller function, a primary system controller and a redundant system controller wherein the secondary system controller is in active...
5457735 Method and apparatus for queuing radio telephone service requests  
At the access control gateway (105) of a communications system (100) sharing common resources and providing telephone and dispatch services, a service request queue (301) is provided where requests...
5444774 Interactive queuing sytem for call centers  
This invention relates to a system and a method for a) queuing a call when no attendants are available to service that call b) soliciting and collecting initial information from the caller while...
5440623 Telephone routing system with queuing and voice messaging capabilities  
A telephone routing system for use with a programmable central office switch and a voice messaging system, wherein the programmable central office switch is of the type that provides prioritized...
5436967 Held party call-back arrangement  
In response to a first party (19) being on hold a call that had been established between the first party and a second party (11), the second, holding, party is given an option, by an automated...
Matches 151 - 200 out of 231 < 1 2 3 4 5 >