Matches 1 - 26 out of 26


Match Document Document Title
8139756 Method, apparatus, and computer product for computing skill value  
A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each...
8009821 Stores as call center resources  
An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining...
7920693 Home agent access in call routing management based on caller language  
Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which...
7903807 Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality  
A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers...
7680511 Method and apparatus for communicating via virtual office telephone extensions  
A system for (and a method of) selectively establishing communication with at least one wireless device associated with a single telephone number serving as a virtual office extension is provided....
7676035 Systems and methods for distributing remote technical support via a centralized service  
The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide...
7602897 Method for supporting the mobility of a subscriber across a communication system  
The invention relates to a method for supporting the mobility of a subscriber across a communication system comprising a communication terminal which is associated with a first communication device...
7590107 TCP/IP transport interface for ISDN telephone  
A method and apparatus are provided for operating a data protocol telephone that is used in a call for exchanging voice information between a first party human user of the data protocol telephone...
7257218 Presence enabled queue management  
The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of...
7170983 Method and system for providing a work-at-home telecommunication service  
A work-at-home telecommunication service is provided in response to receiving, from a calling party, a service-specific vertical feature code and a dialed number to initiate a call. The call is...
6970829 Method and system for skills-based planning and scheduling in a workforce contact center environment  
A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first,...
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...
6879684 Method of transmitting data to members of an operator service  
A method for managing operators of an operator service, the network having switching offices in which the operator logs on to a central master office by virtue of the fact that the operator...
6876740 Method for transmitting information between a switching center and a communications terminal  
A method and a telecommunications network for transmitting data to subscribers of an operator service, in which, after a subscriber logs on to a remote master office, a request is transmitted from...
6704411 System and method for realizing home agent client function for call center system  
A system for realizing a home agent client function for a call center system has a home agent client 90 for remotely conducting reception processing of a call center 100 by way of an internet 2...
6587558 System and method for virtual interactive response unit  
A virtual interactive response (VIR) system mimics and enhances interactive voice response (IVR) technology by using humans to drive the voice recognition unit (VRU) speech recognition...
6535600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels  
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...
6411706 Office call state display system  
An office call state display system includes a telephone exchange, first and second subscriber exchanges, and a display unit. First subscriber terminals are connected to the telephone exchange....
6404879 System and method for providing data connections between an agent and a database of a company  
The present invention provides a method and a system for providing a data connection between an agent and a database of a company to which a calling subscriber desires to make a contact and a...
6320956 Multiple client remote agent network method  
A method of providing call center remote agents the ability to conduct transactions for a plurality of call center clients while providing integrated voice, data, supervisory monitoring and payroll...
5802163 Methods and apparatus for implementing an outbound network call center  
A system for incorporating a remote home agent in a call center is accomplished by the home agent dialing a telephony switch and the telephony switch terminating the home agent's incoming call to a...
5778060 Work at home ACD agent network with cooperative control  
A method and apparatus for adapting a switch arranged to provide automatic call distributor (ACD) service from remote agent stations as well as local agent stations. The remote agent stations are...
5742675 Method and apparatus for automatically distributing calls to available logged-in call handling agents  
An automatic call distribution system includes plural call receiving agents associated with a service entity, each of which has conventional telephone access to the public switched telephone...
5459780 Work at home agent ACD call distribution  
An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the...
5291551 Home agent telecommunication technique  
An agent at home (12) is enabled to receive a call from a customer (14), originally directed to a transaction-processing center (16), by first identifying, at an exchange (20) of a public switched...
5067149 Telephone line communications control system with dynamic call streaming  
The present invention is a novel technique in the automatic control of the size of a network of remote attendants in accordance with varying incoming call traffic patterns. The remote attendants...
Matches 1 - 26 out of 26