|
Match
|
Document |
Document Title |
|
|
7349534 |
Call routing from first to second dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
|
|
|
7315616 |
System and method for maintaining real-time agent information for multi-channel communication queuing
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes...
|
|
|
7274375 |
Timekeeping system and method for graphically tracking and representing activities
A timekeeping system and method is provided for enabling users to graphically represent one or more activities, as well as the time that has been allocated to each. A graphical display uniquely...
|
|
|
7233980 |
System and method for dynamic queuing in an automatic call distributor
A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services...
|
|
|
7215759 |
Hold queue wait estimations
A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be...
|
|
|
7174011 |
Telephone call center with method for providing customer with wait time updates
A method and system for use with a customer call center that processes telephone calls. If the customer is placed on hold at anytime during the call, the customer is provided with an audio...
|
|
|
7120244 |
Call routing from manual to automated dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
|
|
|
7095841 |
Queued task/queued resource state forecaster
A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call...
|
|
|
7065203 |
Method and system for managing call requests in a limited bandwidth environment
According to one embodiment of the invention, a method for managing call requests in a limited bandwidth environment includes receiving a call request from a user, determining if a voice channel on...
|
|
|
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...
|
|
|
7050568 |
Hold queue management
A method, system and product for managing a hold queue is provided. A call center receives an incoming telephone call from at least one caller and places the caller in an initial position in the...
|
|
|
7046790 |
System, a device, a computer program product and a method for allocating resources to users
The invention relates to a system ( 100 ) for allocating service resources to users ( 20 ) thereof, which service resources are intended to be provided at at least one service point ( 10 ) for...
|
|
|
6996603 |
Automatic desktop audio/video/data conferencing distributor
A communications system provides for the establishment of audio/video/data connections between system users employing a personal computer and Web browsers, to agents of a business or organization....
|
|
|
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...
|
|
|
6823062 |
Arrangement for predicting call-center status in a network call-routing system
A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of...
|
|
|
6807274 |
Call routing from manual to automated dialog of interactive voice response system
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for...
|
|
|
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...
|
|
|
6792082 |
Voice mail system with personal assistant provisioning
A personal assistant system uses context to intelligently make contacts and for provisioning an address book. The system can be customized by subscribers for all or specific contacts. The system...
|
|
|
6782093 |
Graphical method and system for visualizing performance levels in time-varying environment
Presented is a method and system for visually depicting performance levels in a time-varying environment such as a workplace experiencing time-varied workloads. A call center is one example of such...
|
|
|
6754333 |
Wait time prediction arrangement for non-real-time customer contacts
The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of...
|
|
|
6741698 |
Call management system using dynamic threshold adjustment
A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e., skills) to be handled by the call center. A group of...
|
|
|
6738473 |
Call queuing
A method enables call management on a queue. An incoming call is placed on a queue and may be suspended at a predetermined position for a predetermined period such that the call does not advance on...
|
|
|
6728363 |
Determining expected call waiting time in a call center queue
The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size...
|
|
|
6714643 |
System and method for implementing wait time estimation in automatic call distribution queues
A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected...
|
|
|
6711255 |
Predictive distribution of calls between inquiry centers
The distribution of calls to directory inquiry centers is concentrated in a server which reduces the traffic between the centers. For a given center, the server cyclically determines a forecast...
|
|
|
6694009 |
Estimation of a work item's wait-time from the present stages of processing of preceding work items
To improve the prediction of wait times of calls ( 23 ) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call...
|
|
|
6668056 |
System and method for modeling resources for calls centered in a public switch telephone network
A system and method provide for the modeling of a virtual call center for PSTNs in specified geographic locations. The system includes a user interface through which basic configuration and...
|
|
|
6658255 |
Enhanced wireless radio channel utilization
Apparatus and a method for establishing a cellular mobile call. If no radio traffic (voice or data) channels are available for a calling or called mobile station (MS), then a test is made to...
|
|
|
6553114 |
System for automatically predicting call center agent work time in a multi-skilled agent environment
The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to...
|
|
|
6512822 |
Method and arrangement for measuring holding time in communication networks
The present invention relates to a method for measuring holding time in a communication network. Using traffic volume and call attempt number measurements from earlier measurement intervals as well...
|
|
|
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...
|
|
|
6359982 |
Methods and apparatus for determining measures of agent-related occupancy in a call center
A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given...
|
|
|
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)...
|
|
|
6122358 |
Operator connection control method
A terminal management unit for executing control for connection to an operator when a communication apparatus is busy is provided in a network, and terminals connected to the network are registered...
|
|
|
6091811 |
Ringing technique in automatic call distribution
In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about...
|
|
|
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,...
|
|
|
5905793 |
Waiting-call selection based on anticipated wait times
The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would...
|
|
|
5867572 |
Customer queuing arrangement
A customer queuing system receives telephone calls on one port of a switching system for handling by servers attached to output ports of the switching system. The queuing system estimates the...
|
|
|
5864617 |
Call queuing and distribution
Incoming calls on a plurality of lines (L i ) are distributed to a plurality of resources (R n ) by a queuing and distribution system which associates with each of the possible resource/line...
|
|
|
5761289 |
800 number callback
A method and system for handling incoming calls when no destination stations are available. When an incoming call from an originating station is received, it is determined whether a destination...
|
|
|
5696818 |
Delay announcement group and time controller for a telephone system
A delay announcer groups and delay announcement time controller for a telephone system having a host computer for directing an incoming call based on information provided in the incoming call, for...
|
|
|
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...
|
|
|
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...
|
|
|
5511112 |
Automated voice system for improving agent efficiency and improving service to parties on hold
A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent...
|
|
|
5506898 |
Expected wait-time indication arrangement
In an automatic call distribution (ACD) system, an improved estimated waiting time arrangement derives a more accurate estimate of how long a call that is or may be enqueued in a particular queue...
|
|
|
5465286 |
Apparatus for supervising an automatic call distribution telephone system
An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system...
|
|
|
5313517 |
Automatic busy message sending system for telephone communication
An automatic busy message sending system for use in telephone communication to inform the calling subscriber, when the called subscriber's line is busy, of the duration of the busy status by voice....
|
|
|
5299259 |
Distributing calls over serving centers of a large customer
This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a...
|
|
|
5295184 |
Dynamically adjustable call pacing system
A dynamically adjustable call pacing system computes the average time a call spends on hold. An Average Hold Time is computed and dynamically updated by monitoring the number of current calls on...
|