Matches 1 - 28 out of 28


Match Document Document Title
9020139 Interactive voice response system and method with common interface and intelligent agent monitoring  
A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user...
8755513 Interactive voice response system and method with common interface and intelligent agent monitoring  
A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user...
8687793 System and method for automatic selection of interfaces  
The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice...
8411843 Next agent available notification  
The present invention, in one embodiment, is directed to an agent available notifier 250 that (a) receives a request from the first customer, but not from the second customer, to be notified when...
8370480 Method and system for propagating statistics between federated contact center sites for use in event distribution  
A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information...
8189761 Method and system for managing calls  
A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents,...
7787610 Automatic call director first in first out load-balancing accessory  
An accessory device for a plurality of servers, the servers allocating client primary resource requests to primary resources, each server having a primary queue, the device including: a...
7050569 Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time  
The present invention, relates to an automated call distribution platform that has the ability to analyze a call queue and determine if a call qualifies for participation in an interactive...
7013129 Queuing for radio channel availability  
Apparatus and a method for establishing a cellular mobile call. If no radio traffic (voice or data) channels are available for a calling Mobile Station (MS), then a test is made to determine the...
6788780 Communications apparatus  
In a communication apparatus for a communication network, a call distribution unit distributes calls that come in for the communication network to a corresponding switching equipment unit, which...
6704410 System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications  
The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the...
6633640 Methods and apparatus for analysis of load-balanced multi-site call processing systems  
A multi-site call processing system includes multiple distributed call center sites, and utilizes a load balancing process to distribute calls among the sites for handling by agents. The system...
6453038 System for integrating agent database access skills in call center agent assignment applications  
The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the...
6314177 Communications handling center and communications forwarding method using agent attributes  
A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center...
6295353 Arrangement for efficiently updating status information of a network call-routing system  
Call centers (143-145) use an event-driven scheme (207) with a filter (366) to send status updates to an associated network call-routing system (150). The filter ensures that only minimal status...
5754639 Method and apparatus for queuing a call to the best split  
A call-center ACD switch and queuing method are modified either to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that...
5740238 Method and apparatus for queuing a call to the best backup split  
A call-center ACD switch and queuing method are modified either to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center...
5721770 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls  
An ACD system (101) is programmable by an operator of the ACD system to automatically change the work of a call center agent (106-108) in order to maximize the agent's productivity and to provide...
5684872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call  
An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller's level of motivation for making the call and uses (208-212, 314-330, 412-416) the...
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...
5524147 Method for forming a virtual call center  
A virtual call center is formed by use of real-time insertion of call-listing requests of new phone calls into existing calls-waiting lists of several ACDs according to time information such as...
5499291 Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions  
A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's...
5335269 Two dimensional routing apparatus in an automatic call director-type system  
In an automatic call director-type system, it is often more desirable to direct an incoming call to an immediately available agent who has less than perfect knowledge of the subject matter rather...
5329583 Enhanced automatic call distribution system operation  
The exemplary embodiment is in an Automatic Call Distributor (ACD). Incoming calls to a system with no available agents can be placed in a queue, or in a departure from the prior art, can be...
4953204 Multilocation queuing for telephone calls  
This invention relates to methods and apparatus for queuing calls to a multilocation service provider having a plurality of automatic call distributors (ACDs). If all circuits to the ACDs are...
4951310 Automatic call distribution system  
An automatic call distribution system includes a network switch having a plurality of pilot extensions, a plurality of agents being split into a plurality of agent groups, trunks provided for each...
4451705 Call completion circuit and method  
There is disclosed a combined business communication system and an ACD system where each station in the system is available to handle, on a per call basis, either ACD or regular incoming calls....
3975597 Call queue release control circuit  
A call queue release control circuit for automatic toll switchboards is disclosed. The call queue release control circuit is supervised by a plurality of multi-position switches that are set in...

Matches 1 - 28 out of 28