СПИСОК патентов США - подгруппа МПК16 H04M3/523
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| № п/п | Номер патента | Название патента | |||
2017 | |||||
| 1 | 9609145 | System and method for correlating user call response to electronic messages | |||
| 2 | 9609136 | Call steering in a call center system | |||
| 3 | 9609135 | Day-level SLA-based routing | |||
| 4 | 9609134 | Utilizing voice biometrics | |||
| 5 | 9609133 | Predictive model for abandoned calls | |||
| 6 | 9609132 | Method for connecting users with agents using user selected agents and agent ratings | |||
| 7 | 9609131 | Activities assignment optimization for multi-skill contact center | |||
| 8 | 9609130 | System and method for managing agent schedules in a contact center | |||
| 9 | 9609125 | Control of telecommunications system | |||
| 10 | 9602669 | Call center anxiety feedback processor (CAFP) for biomarker based case assignment | |||
| 11 | 9602668 | Systems and methods for managing multi-tenant callback services | |||
| 12 | 9602667 | Streamlined call management and routing system | |||
| 13 | 9602664 | Method for optimal utilization of an application-controlled queue for calls that is provided in a telecommunication system | |||
| 14 | 9602663 | Managing electronic consent for calling campaigns | |||
| 15 | 9600789 | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications | |||
| 16 | 9596350 | Virtual interactions in contact center operations | |||
| 17 | 9591138 | Call queuing for location-aware mobile devices | |||
| 18 | 9591135 | Rules-based compliance system | |||
| 19 | 9590840 | Distributed event delivery | |||
| 20 | 9589244 | Request process optimization and management | |||
| 21 | 9588830 | Local survivability in a distributed contact center environment | |||
| 22 | 9584665 | System and method for optimizing timing of responses to customer communications | |||
| 23 | 9584664 | System, method, and computer readable medium for routing an agent to a preferred communications platform | |||
| 24 | 9584663 | System and method for controlling identifier provided when returning call / message | |||
| 25 | 9584659 | Using graphical text analysis to facilitate communication between customers and customer service representatives | |||
| 26 | 9578175 | Communication device for establishing automated call back using queues | |||
| 27 | 9578174 | System and method for out-of-band communication with contact centers | |||
| 28 | 9578172 | System and method for providing interaction history via a customer application | |||
| 29 | 9578169 | Method of and system for providing adaptive respondent training in a speech recognition application | |||
| 30 | 9578152 | Telephonic-based engagements | |||
| 31 | 9577938 | Method and system for propagating statistics between federated contact center sites for use in event distribution | |||
| 32 | 9571656 | Method of distributed aggregation in a call center | |||
| 33 | 9571655 | System and method for scalable interaction prioritization | |||
| 34 | 9571654 | Bitmaps for next generation contact center | |||
| 35 | 9571653 | Streamlined call management and routing system | |||
| 36 | 9571652 | Enhanced diarization systems, media and methods of use | |||
| 37 | 9571649 | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms | |||
| 38 | 9571646 | Routing user communications to agents | |||
| 39 | 9571639 | Call holding management | |||
| 40 | 9565313 | Mutual assistance routing system for improved utilization of customer service resources | |||
| 41 | 9565312 | Real-time predictive routing | |||
| 42 | 9565310 | System and method for message-based call communication | |||
| 43 | 9565308 | System for communication routing | |||
| 44 | 9560210 | Telephone call processing modifications related to call acceptance for an incoming call received at a contact center | |||
| 45 | 9560204 | Systems and methods for authentication of customers | |||
| 46 | 9560203 | System and method for providing customer support on a user interface | |||
| 47 | 9560202 | Automatic contact center administration updates based on acceptance of a broadcast request | |||
| 48 | 9558461 | Task assignments to workers | |||
| 49 | 9553991 | User input driven short message service (SMS) applications | |||
| 50 | 9553990 | Recommended roster based on customer relationship management data | |||
| 51 | 9553989 | Method and computer readable medium for geographic agent routing | |||
| 52 | 9553988 | System and methods for scheduling and optimizing inbound call flow to a call center | |||
| 53 | 9553755 | Method for implementing and executing communication center routing strategies represented in extensible markup language | |||
| 54 | 9549070 | System and method for compatibility-based team formation | |||
| 55 | 9549068 | Methods for adaptive voice interaction | |||
| 56 | 9544435 | System and method for real-time geographical call display of automatic call distributor calls | |||
| 57 | 9544434 | Method and system for a scalable computer-telephony integration system | |||
| 58 | 9544433 | Managing interactive communications campaigns using a hold queue | |||
| 59 | 9544429 | Solutions for voice over internet protocol (VoIP) 911 location services | |||
| 60 | 9538010 | Method and system for integrating an interaction management system with a business rules management system | |||
| 61 | 9538007 | Customer relationship management system based on electronic conversations | |||
| 62 | 9537924 | Interaction management system and methods of use | |||
2016 | |||||
| 63 | 9531881 | Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications | |||
| 64 | 9531880 | Optimization in workforce management using work assignment engine data | |||
| 65 | 9531878 | System and method for access number distribution in a contact center | |||
| 66 | 9531875 | Using graphical text analysis to facilitate communication between customers and customer service representatives | |||
| 67 | 9525640 | System and method for controlling lifespan of interaction requests | |||
| 68 | 9521258 | Real-time call center call monitoring and analysis | |||
| 69 | 9516265 | System for integrating video calls in telephone call centers | |||
| 70 | 9516171 | Personal desktop router | |||
| 71 | 9516169 | Automatic contact center expansion and contraction | |||
| 72 | 9516168 | Managing, directing, and queuing communication events using near-field communications | |||
| 73 | 9516126 | Call center call-back push notifications | |||
| 74 | 9509847 | System and method for language specific routing | |||
| 75 | 9509846 | Systems and methods of natural language processing to rank users of real time communications connections | |||
| 76 | 9509845 | System and method for pairing agents and callers within a call center | |||
| 77 | 9503680 | System for optimizing the monetization of outgoing video sessions of a contact center | |||
| 78 | 9503580 | Computing device assistance for phone based customer service representative interaction | |||
| 79 | 9497323 | System and method for call distribution | |||
| 80 | 9491295 | System and method for selecting agent in a contact center for improved call routing | |||
| 81 | 9491294 | System and method for marketing attribution in an enterprise | |||
| 82 | 9491293 | Speech analytics: conversation timing and adjustment | |||
| 83 | 9485360 | Contact center session preservation | |||
| 84 | 9485359 | Recording user communications | |||
| 85 | 9479644 | Customer service call processing and support agent access application | |||
| 86 | 9479643 | Linguistic coordination system | |||
| 87 | 9479641 | System and method for routing a communication utilizing scoring | |||
| 88 | 9473639 | System and method for agent selection in an enterprise | |||
| 89 | 9473638 | Systems and methods for providing access to available agent | |||
| 90 | 9473635 | Method and system for managing interactive communications campaigns | |||
| 91 | 9467567 | System, method, and computer program for proactive customer care utilizing predictive models | |||
| 92 | 9467566 | System and method for maximizing efficiency of call transfer speed | |||
| 93 | 9462128 | Customer service controller | |||
| 94 | 9462127 | Matching using agent/caller sensitivity to performance | |||
| 95 | 9456086 | Method and system for matching entities in an auction | |||
| 96 | 9456085 | Managing contact attempts to an account in a contact center | |||
| 97 | 9451091 | Systems and methods for state awareness across communication channels and statefully transitioning between communication channels | |||
| 98 | 9451090 | System and method for performance-based routing of interactions in a contact center | |||
| 99 | 9451089 | Calling center system and calling processing method thereof | |||
| 100 | 9451088 | System and method for client interaction application integration | |||
| 101 | 9451087 | Agent matching based on video analysis of customer presentation | |||
| 102 | 9444940 | Pseudo agent matching | |||
| 103 | 9444937 | Systems and methods to determine quality of services provided over real-time communication connections | |||
| 104 | 9444936 | Interaction request processing according to client pre-configured schedule | |||
| 105 | 9443216 | System and method for providing managed instant communication (or chat)-based helpdesk services | |||
| 106 | 9438736 | Limiting contact in a networked contact center environment | |||
| 107 | 9438735 | Procedure and mechanism for managing a call to a call center | |||
| 108 | 9438734 | System and method for managing a dynamic call flow during automated call processing | |||
| 109 | 9426296 | Systems and methods for routing callers to an agent in a contact center | |||
| 110 | 9426295 | Method and device for distributing mobile attendant call | |||
| 111 | 9426294 | Sending callback text messages from a contact center | |||
| 112 | 9426293 | Systems and methods for location based call routing | |||
| 113 | 9426292 | Call center anxiety feedback processor (CAFP) for biomarker based case assignment | |||
| 114 | 9420107 | Service request routing using passive skill certification | |||
| 115 | 9420106 | Methods and systems for assigning priority to incoming message from customer | |||
| 116 | 9420105 | Location-based call initiation | |||
| 117 | 9420104 | Systems and methods for an omni-channel routing broker | |||
| 118 | 9420103 | Customer service call processing and support agent access application | |||
| 119 | 9420101 | System for facilitating loosely configured service worker groups in a dynamic call center environment | |||
| 120 | 9414211 | Performance center mobile supervisor application | |||
| 121 | 9413894 | Systems and methods for routing callers to an agent in a contact center | |||
| 122 | 9413893 | System, method, apparatus, and computer program product for providing mobile device support services | |||
| 123 | 9413892 | Distributed hardware/software system for managing agent status in a communication center | |||
| 124 | 9413881 | Identifying recorded call data segments of interest | |||
| 125 | 9407768 | Methods and system for analyzing multichannel electronic communication data | |||
| 126 | 9407767 | Systems and methods for tracking calls responsive to advertisements using back channel messaging and data channel communications | |||
| 127 | 9401993 | Automatic language selection for interactive voice response system | |||
| 128 | 9401992 | Systems and methods for selectively routing calls to a call center | |||
| 129 | 9401989 | Work assignment with bot agents | |||
| 130 | 9398158 | System and method for managing traffic bursts for a plurality of tenants | |||
| 131 | 9398157 | Optimized predictive routing and methods | |||
| 132 | 9398156 | Computer implemented methods and apparatus for managing agent workload in a customer service environment | |||
| 133 | 9398155 | Enterprise-wide split function IVR callback system | |||
| 134 | 9398154 | Communication system for establishing automated call back using queues | |||
| 135 | 9392118 | System and method to provide a response to an inquiry | |||
| 136 | 9392117 | Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention | |||
| 137 | 9392116 | System and method for customer experience management | |||
| 138 | 9392115 | System and method for contact center activity routing based on agent preferences | |||
| 139 | 9392112 | Flow designer for contact centers | |||
| 140 | 9391879 | Mixed media call routing | |||
| 141 | 9386155 | Communication device for establishing automated call back using queues | |||
| 142 | 9386152 | Intelligent automated agent and interactive voice response for a contact center | |||
| 143 | 9386144 | Real-time customer feedback | |||
| 144 | 9380163 | System for routing interactions using bio-performance attributes of persons as dynamic input | |||
| 145 | 9374468 | Inbound contact center call disconnect buffer | |||
| 146 | 9374466 | System and methods for predicting future agent readiness for handling an interaction in a call center | |||
| 147 | 9374465 | Multi-channel and multi-modal language interpretation system utilizing a gated or non-gated configuration | |||
| 148 | 9373092 | System and method for automated distribution of supervisory functions in a contact center | |||
| 149 | 9369591 | System and method for correlating user call response to electronic messages | |||
| 150 | 9369573 | Method and apparatus for implementing inquiry callback and information update services | |||
| 151 | 9363377 | System and method for optimizing agent login in a contact center | |||
| 152 | 9363376 | Methods, systems, and products for routing communications | |||
| 153 | 9357073 | Method and system for routing messages and connecting users associated with live-connected content | |||
| 154 | 9357072 | Dialed string matching and call cost minimization in dial plan | |||
| 155 | 9357069 | System for indicating priority levels for transaction and task engagement in a call center | |||
| 156 | 9357066 | Increasing contact center efficiency via multi-cast and multi-item presentation | |||
| 157 | 9357047 | Method and system for a multitenancy telephone network | |||
| 158 | 9355183 | System and method for contact information integration with search results | |||
| 159 | 9350867 | System and method for anticipatory dynamic customer segmentation for a contact center | |||
| 160 | 9350866 | Using a speech analytics system to offer callbacks | |||
| 161 | 9350865 | Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent | |||
| 162 | 9350808 | Method for routing transactions between internal and external partners in a communication center | |||
| 163 | 9344573 | System and method for a work distribution service | |||
| 164 | 9344570 | Managing interactive communications campaigns with customer recovery | |||
| 165 | 9344569 | System and method for addition and removal of servers in server cluster | |||
| 166 | 9344568 | System for communication routing | |||
| 167 | 9338299 | Distributed constraint-based omptimized routing of interactions | |||
| 168 | 9336526 | Method for providing support using answer engine and dialog rules | |||
| 169 | 9332124 | Call routing to subject matter specialist for network page topic | |||
| 170 | 9332123 | Real-time feedback of survey results | |||
| 171 | 9325849 | Customer service routing | |||
| 172 | 9325848 | Method, apparatus, and system for providing ripple reduction using near term simulation for optional sequencing | |||
| 173 | 9325847 | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data | |||
| 174 | 9325844 | System and method for monitoring health of deployment states for a contact center | |||
| 175 | 9319527 | System and method for providing improved wait time estimates | |||
| 176 | 9319526 | System and method for granting delayed priority access to a resource | |||
| 177 | 9319523 | Methods and apparatus for providing expanded telecommunications service | |||
| 178 | 9319522 | Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application | |||
| 179 | 9319515 | Call notification with rich caller identification | |||
| 180 | 9313332 | Routing user communications to agents | |||
| 181 | 9307086 | Managing interactive communications campaigns with reduced customer-to-agent connection latency | |||
| 182 | 9307085 | System, method, and computer program for predicting at least one reason for a current call received from a customer | |||
| 183 | 9300802 | Techniques for behavioral pairing in a contact center system | |||
| 184 | 9294625 | Limiting contact in a networked contact center environment | |||
| 185 | 9294624 | System and method for client interaction application integration | |||
| 186 | 9294620 | Method, medium, and system for a customer service application for a portable electronic device | |||
| 187 | 9288326 | Systems and methods for routing a contact to an agent in a contact center | |||
| 188 | 9288325 | Systems and methods for routing callers to an agent in a contact center | |||
| 189 | 9288316 | System and method for eliminating hold-time in phone calls | |||
| 190 | 9282193 | Call routing | |||
| 191 | 9277055 | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation | |||
| 192 | 9270827 | Dynamic management and redistribution of contact center media traffic | |||
| 193 | 9270826 | System for automatically routing a communication | |||
| 194 | 9264545 | Computer-implemented system and method for automating call center phone calls | |||
| 195 | 9264325 | Voice optimization in a network having voice over internet protocol communication devices | |||
| 196 | 9258425 | Method and system for speaker verification | |||
| 197 | 9258421 | Speech analytics: conversation timing and adjustment | |||
| 198 | 9258414 | Computer-implemented system and method for facilitating agent-customer calls | |||
| 199 | 9253329 | Services via a conference bridge | |||
| 200 | 9253325 | Online technical support management | |||
| 201 | 9253324 | Providing agent availability for an outdial application | |||
| 202 | 9253320 | Implementing a network of intelligent virtual service agents to provide personalized automated responses | |||
| 203 | 9247070 | Method of operating a contact center | |||
| 204 | 9247066 | User input drivent short message service (SMS) applications | |||
| 205 | 9247065 | Connection routing system | |||
| 206 | 9247064 | Tiered call routing | |||
| 207 | 9247063 | Method and system for personalising responses to customer communications | |||
| 208 | 9247062 | System and method for queuing a communication session | |||
| 209 | 9247061 | Answer based agent routing and display method | |||
| 210 | 9247059 | Priority token-based interactive voice response server | |||
| 211 | 9241067 | System and method for self-service callback modification | |||
| 212 | 9237235 | Call queuing for location-aware mobile devices | |||
| 213 | 9237234 | System and method for modifying parameters in a contact center | |||
| 214 | 9237233 | System and method for providing sales and marketing acceleration and effectiveness | |||
| 215 | 9232066 | Method and apparatus for queue routing | |||
2015 | |||||
| 216 | 9225835 | Call center services system and method | |||
| 217 | 9225834 | Contact center skills modeling using customer relationship management (CRM) incident categorization structure | |||
| 218 | 9225832 | Networked contact center user interface | |||
| 219 | 9219819 | Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment | |||
| 220 | 9219818 | Followup of customer service agents | |||
| 221 | 9219817 | Method and system for managing interactive communications campaigns | |||
| 222 | 9215324 | Systems and methods for state awareness across communication channels and statefully transitioning between communication channels | |||
| 223 | 9215323 | Selective mapping of callers in a call center routing system | |||
| 224 | 9215322 | Intelligent communication routing system and method | |||
| 225 | 9210266 | System and method for web-based real time communication with optimized transcoding | |||
| 226 | 9210264 | System and method for live voice and voicemail detection | |||
| 227 | 9203963 | System and method for real-time geographical call display of automatic call distributor calls | |||
| 228 | 9197752 | Method for designing an automated speech recognition (ASR) interface for a customer call center | |||
| 229 | 9197751 | Rules-based compliance system | |||
| 230 | 9197750 | Method for automated handling of outbound contacts requiring assured connection to a live agent | |||
| 231 | 9191513 | System and method for dynamic job allocation based on acoustic sentiments | |||
| 232 | 9191512 | Sending callback text messages from a contact center | |||
| 233 | 9191511 | Agent override of a call answering outcome determination of an outbound call in a contact center | |||
| 234 | 9191510 | Methods and system for analyzing multichannel electronic communication data | |||
| 235 | 9189790 | Customer service controller | |||
| 236 | 9185238 | System and method for scheduling, establishing and maintaining an open communication channel with an advisor | |||
| 237 | 9185224 | Method and system for managing interactive communications campaigns with call pacing | |||
| 238 | 9185223 | Real time feedback of script logic | |||
| 239 | 9185222 | Identifying escalation events in communication sessions | |||
| 240 | 9185221 | Systems and methods for providing access to available agent | |||
| 241 | 9185220 | Distributed event delivery | |||
| 242 | 9185219 | Recording user communications | |||
| 243 | 9178999 | Contact center monitoring | |||
| 244 | 9178997 | System and method for simulating virtual queuing of calls | |||
| 245 | 9178993 | Line connection apparatus and method | |||
| 246 | 9172810 | System and method for calculating context-aware estimated wait time for customers | |||
| 247 | 9172809 | System and method for prioritizing customers and predicting service escalation | |||
| 248 | 9172808 | Systems and methods for identifying a caller | |||
| 249 | 9172807 | Techniques for customer relationship management | |||
| 250 | 9172806 | Method for providing support services using consumer selected specialists and specialist ratings | |||
| 251 | 9172805 | Edge injected speech in call centers | |||
| 252 | 9172804 | Method of distributed aggregation in a call center | |||
| 253 | 9172802 | Systems and methods for reestablishing terminated telephone calls with an interactive voice response (IVR) system | |||
| 254 | 9172783 | Integrating two-dimensional barcodes and embedded links with call center operation | |||
| 255 | 9167090 | Public safety answering point language detection | |||
| 256 | 9160858 | Routing of work in an enterprise based upon social information associated with enterprise agents and clients | |||
| 257 | 9160857 | Method for the operation of a system and system for the administration of calls to a call center | |||
| 258 | 9160856 | Processing telephone calls | |||
| 259 | 9160855 | System and method for call and data matching in a contact center | |||
| 260 | 9160852 | Real-time call center call monitoring and analysis | |||
| 261 | 9159054 | System and method for providing guidance to persuade a caller | |||
| 262 | 9154627 | Activities assignment optimization for multi-skill contact center | |||
| 263 | 9154626 | Secret transfers in contact centers | |||
| 264 | 9154625 | System for communication routing | |||
| 265 | 9154315 | System and method for monetizing switching of web service messages | |||
| 266 | 9148512 | Routing user communications to agents | |||
| 267 | 9143896 | Systems and methods for providing a distributed mobile call center for a service establishment | |||
| 268 | 9143616 | System and method for managing traffic bursts on a per tenant basis | |||
| 269 | 9143615 | System and method for providing call-back options | |||
| 270 | 9143614 | System and method for client interaction application integration | |||
| 271 | 9137373 | Real-time predictive routing | |||
| 272 | 9137372 | Real-time predictive routing | |||
| 273 | 9137371 | Leads processing engine | |||
| 274 | 9137370 | Call center input/output agent utilization arbitration system | |||
| 275 | 9137369 | Mapping ISDN cause codes in a contact center for improved tracking of call attempts | |||
| 276 | 9137368 | Cloud computing call centers | |||
| 277 | 9137366 | Maintaining a work schedule | |||
| 278 | 9137287 | High availability for voice enabled applications | |||
| 279 | 9135668 | Contact center routing using characteristic mapping | |||
| 280 | 9135596 | System and method to allocate resources in service organizations with non-linear workflows | |||
| 281 | 9124702 | Strategy pairing | |||
| 282 | 9124701 | Method and system for automatically routing a telephonic communication | |||
| 283 | 9124700 | System and method for unified calling | |||
| 284 | 9124699 | Systems and methods for expert communications | |||
| 285 | 9124698 | Virtual calling modes | |||
| 286 | 9124696 | Customer-enabled evaluation and control of communication center agent contact | |||
| 287 | 9118765 | Agent skill promotion and demotion based on contact center state | |||
| 288 | 9118764 | Method and system to determine and employ best contact opportunity | |||
| 289 | 9118762 | System and methods for selecting a dialing strategy for placing an outbound call | |||
| 290 | 9118624 | Distributed hardware/software system for managing agent status in a communication center | |||
| 291 | 9112976 | Parking and routing network calls and sessions | |||
| 292 | 9112969 | Apparatus and method for audio data processing | |||
| 293 | 9112952 | Correlating information between internet and call center environments | |||
| 294 | 9106750 | Facilitating a contact center agent to select a contact in a contact center queue | |||
| 295 | 9106749 | Virtual call center manager | |||
| 296 | 9106748 | Optimized predictive routing and methods | |||
| 297 | 9106746 | System and method for controlling calls for contact centers | |||
| 298 | 9106744 | Interactive content for click-to-call calls | |||
| 299 | 9106741 | Audio recording apparatus, audio recording method and audio recording program | |||
| 300 | 9105268 | Method and apparatus for predicting intent in IVR using natural language queries | |||
| 301 | 9100486 | Managing transaction complexity in a contact center | |||
| 302 | 9100485 | Adaptive stochastic queueing | |||
| 303 | 9100483 | Properly ascertaining shift-related work deficiencies of contact center agents | |||
| 304 | 9100481 | System and method for managing a contact center | |||
| 305 | 9100480 | Adjustment of contact routing decisions to reward agent behavior | |||
| 306 | 9094517 | Method and apparatus for segmenting work in a contact center | |||
| 307 | 9094516 | System and method for contact information integration with search results | |||
| 308 | 9094513 | Outbound pacing mechanism for IVR | |||
| 309 | 9088659 | Method and apparatus for provisioning contact handling resources in a contact center | |||
| 310 | 9088658 | Intelligent overload control for contact center | |||
| 311 | 9088657 | System and method of automated order status retrieval | |||
| 312 | 9088656 | System and method for access number distribution in a contact center | |||
| 313 | 9088655 | Automated response system | |||
| 314 | 9088654 | Communication disposition determination for unified recovery system for payments in arrears | |||
| 315 | 9088652 | System and method for speech-enabled call routing | |||
| 316 | 9088423 | System and method for facilitating on call privileges over a digital network | |||
| 317 | 9083806 | Method of bootstrapping contact center | |||
| 318 | 9083805 | System and method for providing service by a first agent while waiting for a second agent | |||
| 319 | 9083804 | Optimized predictive routing and methods | |||
| 320 | 9083803 | Systems and methods for allocation of telephony resources on-demand | |||
| 321 | 9083802 | Method and system for integrating an interaction management system with a business rules management system | |||
| 322 | 9083801 | Methods and system for analyzing multichannel electronic communication data | |||
| 323 | 9083800 | Agent-centric processing of prioritized outbound contact lists | |||
| 324 | 9082149 | System and method for providing sales assistance to a consumer wearing an augmented reality device in a physical store | |||
| 325 | 9077805 | System for communication routing | |||
| 326 | 9077802 | Automated response system | |||
| 327 | 9077547 | System and method for securely transmitting data via an electronic marketplace | |||
| 328 | 9071687 | Outbound time window indicators | |||
| 329 | 9065917 | Systems and methods for processing and routing communications | |||
| 330 | 9065916 | System and method for virtual queuing of calls | |||
| 331 | 9065915 | Sending callback text messages from a contact center | |||
| 332 | 9064359 | System for queue and service management | |||
| 333 | 9060076 | Methods and systems for managing a call session | |||
| 334 | 9060064 | System for routing interactions using bio-performance attributes of persons as dynamic input | |||
| 335 | 9055150 | Skills based routing in a standards based contact center using a presence server and expertise specific watchers | |||
| 336 | 9055149 | Managing, directing, and queuing communication events using image technology | |||
| 337 | 9055140 | Contact center queue priority management method and system | |||
| 338 | 9031224 | System of reverse call branch off-load | |||
| 339 | 9025759 | Method of reverse call branch off-load | |||
| 340 | 9020136 | System and method for blended PSTN and computer network customer support interactions | |||
| 341 | 9020132 | Contact center agent filtering and relevancy ranking | |||
| 342 | 8958557 | Systems and methods for protecting information | |||
| 343 | 8934616 | System and method for real-time geographical call display of automatic call distributor calls | |||
2014 | |||||
| 344 | 8908855 | Systems and methods for allocation of telephony resources on-demand | |||
| 345 | 8873737 | Routing communication sessions in a contact center | |||
| 346 | 8867734 | Functionality during a hold period prior to a customer-service video conference | |||
| 347 | 8867733 | Real-time predictive routing | |||
| 348 | 8837700 | Dialed string matching and call cost minimization in dial plan | |||
| 349 | 8831206 | Automated, data-based mechanism to detect evolution of employee skills | |||
| 350 | 8831205 | Intelligent communication routing | |||
| 351 | 8787555 | Process for obtaining expert advice on-demand | |||
| 352 | 8787554 | System and method for a digital network for switching web service messages | |||
| 353 | 8787552 | Call center issue resolution estimation based on probabilistic models | |||
| 354 | 8781104 | System and method for enabling tracking of contract provisions in a service message switching marketplace | |||
| 355 | 8755508 | Intelligent switching system for voice and data | |||
| 356 | 8737600 | Skills-based communication routing | |||
| 357 | 8724797 | Estimating agent performance in a call routing center system | |||
| 358 | 8718267 | Analytics feedback and routing | |||
| 359 | 8699694 | Precalculated caller-agent pairs for a call center routing system | |||
| 360 | 8660258 | System and methods for selecting a dialing strategy for placing an outbound call | |||
| 361 | 8654963 | Method and system for integrating an interaction management system with a business rules management system | |||
| 362 | 8649501 | Interactive dialing system | |||
| 363 | 8649491 | System and method for real-time geographical call display of automatic call distributor calls | |||
| 364 | 8638925 | Systems and methods for providing access to available agent | |||
| 365 | 8634542 | Separate pattern matching algorithms and computer models based on available caller data | |||
2013 | |||||
| 366 | 8600036 | System of reverse call branch off-load | |||
| 367 | 8594313 | Systems and methods for endpoint recording using phones | |||
| 368 | 8594309 | Managing interactive communications campaigns with customer recovery | |||
| 369 | 8594307 | Method of reverse call branch off-load | |||
| 370 | 8577017 | Interrupting auxiliary agents | |||
| 371 | 8565407 | Systems and methods for allocation of telephony resources on-demand | |||
| 372 | 8559616 | Method and system for controlling establishment of communication channels in a contact center | |||
| 373 | 8494151 | System and method for balancing call session assignments on an agent console | |||
| 374 | 8411842 | Intelligent communication routing | |||
| 375 | 8379835 | Systems and methods for endpoint recording using recorders | |||
| 376 | 8363818 | On-hold call monitoring systems and methods | |||
| 377 | 8358767 | System and method for efficient call management for directory assistance services | |||
| 378 | 8345852 | System to estimate best time to contact a contact center | |||
2012 | |||||
| 379 | 8295471 | Selective mapping of callers in a call-center routing system based on individual agent settings | |||
| 380 | 8280020 | Transparent caller name authentication for authorized third party callers | |||
| 381 | 8275118 | Method and system for controlling establishment of communication channels in a contact centre | |||
| 382 | 8229098 | Network router for heterogeneous ACD system | |||
| 383 | 8130938 | Systems and methods for endpoint recording using recorders | |||
| 384 | 8107611 | Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information | |||
| 385 | 8102994 | Client survey systems and methods using caller identification information | |||
2011 | |||||
| 386 | 8068600 | Queue management system and method | |||
| 387 | 8068592 | Intelligent switching system for voice and data | |||
| 388 | 8054965 | Telephony control system with intelligent call routing | |||
| 389 | 8045699 | Method and system for performing automated telemarketing | |||
| 390 | 8031858 | Call flow framework for consistent troubleshooting across multiple vendors and locations | |||
| 391 | 8009821 | Stores as call center resources | |||
| 392 | 8000465 | Systems and methods for endpoint recording using gateways | |||
| 393 | 7953217 | System and method for providing a call back option for callers to a call center | |||
| 394 | 7940914 | Detecting emotion in voice signals in a call center | |||
| 395 | 7913063 | System and method for performance based call distribution | |||
| 396 | 7894595 | Telephony control system with intelligent call routing | |||
| 397 | 7889850 | Customer relationship management for customer service requests | |||
2010 | |||||
| 398 | 7853005 | Web-based network monitoring tool | |||
| 399 | 7844041 | Intelligent switching system for voice and data | |||
| 400 | 7817794 | System and method for integrated resource scheduling, task allocation and agent work management | |||
| 401 | 7756264 | Method and apparatus for providing telephone support for internet sales | |||
| 402 | 7738650 | Systems and methods for scalable hunt-group management | |||
| 403 | 7720214 | Call center study method and system | |||
| 404 | 7689426 | Method and apparatus for distributed interactive voice processing | |||
| 405 | 7680264 | Systems and methods for endpoint recording using a conference bridge | |||
| 406 | 7672444 | Client survey systems and methods using caller identification information | |||
| 407 | 7660406 | Systems and methods for integrating outsourcers | |||
| 408 | 7657022 | Method and system for performing automated telemarketing | |||
| 409 | 7646861 | Customer relationship management for customer service requests | |||
2009 | |||||
| 410 | 7613290 | Recording using proxy servers | |||
| 411 | 7606358 | System and method for providing personal directory assistance services | |||
| 412 | 7602900 | Method and apparatus for providing relevant data responsive to a problem request | |||
| 413 | 7526080 | Integrated disparate intelligent peripherals | |||
| 414 | 7512224 | Call transfer service using service control point and service node | |||
| 415 | 7502460 | Method and system for distributing outbound telephone calls | |||
2008 | |||||
| 416 | 7471786 | Interactive voice response system with partial human monitoring | |||
| 417 | 7460660 | Method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring | |||
| 418 | 7457404 | Methods of monitoring communications sessions in a contact centre | |||
| 419 | 7433459 | Methods and apparatus for providing telephone support for internet sales | |||
| 420 | 7433457 | Personalized assistance system and method | |||
| 421 | 7418093 | Method for evaluating customer call center system designs | |||
| 422 | 7409054 | System and method for integrated resource scheduling, task allocation and agent work management | |||
| 423 | 7391856 | Intelligent switching system for voice and data | |||
| 424 | 7366291 | Call transfer service using service control point and service node | |||
| 425 | 7349535 | Method and system for automatic call distribution based on location information for call center agents | |||
| 426 | 7349534 | Call routing from first to second dialog of interactive voice response system | |||
| 427 | 7343010 | System and method for integrated resource scheduling and task allocation | |||
| 428 | 7317792 | Integrated disparate intelligent peripherals | |||
2007 | |||||
| 429 | 7286661 | Systems and methods for scalable hunt-group management | |||
| 430 | 7277536 | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center | |||
| 431 | 7266192 | Retrieval of data related to a call center | |||
| 432 | 7239692 | Method and system for distributing outbound telephone calls | |||
| 433 | 7239691 | Method and system for handling calls in a communication network | |||
| 434 | 7231032 | Negotiated routing in telephony systems | |||
| 435 | 7215755 | Integrated disparate intelligent peripherals | |||
| 436 | 7215752 | Intelligent switching system for voice and data | |||
| 437 | 7190782 | Personal communication center performance display and status alert system | |||
| 438 | 7180993 | Associating call appearance with data associated with call | |||
2006 | |||||
| 439 | 7149304 | Personal communication center performance display and status alert system | |||
| 440 | 7142662 | Method and system for distributing outbound telephone calls | |||
| 441 | 7139381 | Method and apparatus for initiating telephony contact | |||
| 442 | 7130411 | Hold queue position publication | |||
| 443 | 7127059 | System and method for integrated resource scheduling, task allocation and agent work management | |||
| 444 | 7127058 | Managing communications in a call center | |||
| 445 | 7120244 | Call routing from manual to automated dialog of interactive voice response system | |||
| 446 | 7088812 | Call management implemented using call routing engine | |||
| 447 | 7082194 | Feedback control of call processing in a communication system switch with script selection based on assigned weightings | |||
| 448 | 7079641 | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center | |||
| 449 | 7065203 | Method and system for managing call requests in a limited bandwidth environment | |||
| 450 | 7065202 | Retrieval of data related to a call center | |||
| 451 | 7062030 | Method and system for handling calls in a communication network | |||
| 452 | 7050569 | Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time | |||
| 453 | 7046790 | System, a device, a computer program product and a method for allocating resources to users | |||
| 454 | 7039176 | Call center administration manager with rules-based routing prioritization | |||
| 455 | 7031447 | System and method for location-based call distribution | |||
| 456 | 7020264 | Negotiated routing in telephony systems | |||
| 457 | 7020258 | Expandable multiline dialing apparatus | |||
| 458 | 7003091 | Resource allocation for simultaneous hunt group | |||
| 459 | 7003090 | Method of establishing a communication channel to intelligent support for ebusiness applications | |||
| 460 | 6996223 | Method, apparatus and computer program product for interactive phone call routing in a service provider network and information processing in an enterprise network | |||
| 461 | 6996222 | Call-associated data transfer among multiple telecommunication switches | |||
2005 | |||||
| 462 | 6961419 | Contact center data integration with enterprise applications | |||
| 463 | 6959081 | Expert hold queue management | |||
| 464 | 6959080 | Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection | |||
| 465 | 6959078 | Apparatus and method for monitoring and adapting to environmental factors within a contact center | |||
| 466 | 6958994 | Call transfer using session initiation protocol (SIP) | |||
| 467 | 6956941 | Method and system for scheduling inbound inquiries | |||
| 468 | 6952732 | Method and apparatus for multi-contact scheduling | |||
| 469 | 6952470 | Apparatus and method for managing a call center | |||
| 470 | 6947543 | Computer-telephony integration that uses features of an automatic call distribution system | |||
| 471 | 6947537 | Methods and apparatus for using AIN techniques to facilitate servicing of calls by a group of users | |||
| 472 | 6944281 | Outbound call center | |||
| 473 | 6937715 | Contact center management | |||
| 474 | 6934381 | Contact routing system and method | |||
| 475 | 6934380 | Method and system for automatic contact distribution utilizing presence detection | |||
| 476 | 6934379 | Multiple client remote agent network method | |||
| 477 | 6928155 | Process for including functions of an automatic call distributor system in an interactive voice response system | |||
| 478 | 6925165 | Call selection based on continuum skill levels in a call center | |||
| 479 | 6925161 | Call hold signaling | |||
| 480 | 6925155 | Method and system for routing calls based on a language preference | |||
| 481 | 6920213 | Methods and apparatus for facilitating the interaction between multiple telephone and computer users | |||
| 482 | 6912278 | Call management implemented using call routing engine | |||
| 483 | 6910072 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface | |||
| 484 | 6904143 | Apparatus and method for logging events that occur when interacting with an automated call center system | |||
| 485 | 6898277 | System and method for annotating recorded information from contacts to contact center | |||
| 486 | 6898190 | Method for estimating telephony system-queue waiting time in an agent level routing environment | |||
| 487 | 6895083 | System and method for maximum benefit routing | |||
| 488 | 6891946 | Automated phone priorities | |||
| 489 | 6885665 | Method for distributing calls to a group of end points | |||
| 490 | 6882724 | System and method for providing call statistics in real time | |||
| 491 | 6879674 | System and method for providing an automatic telephone call back to a telephone line being used to access a computer network | |||
| 492 | 6879586 | Internet protocol call-in centers and establishing remote agents | |||
| 493 | 6874119 | Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center | |||
| 494 | 6871212 | Method and apparatus for processing a telephone call | |||
| 495 | 6870926 | Method of optimizing call center resources based upon statistics | |||
| 496 | 6870925 | Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system | |||
| 497 | 6870924 | Automatic call distribution system and method | |||
| 498 | 6868152 | Retrieval of data related to a call center | |||
| 499 | 6865267 | Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set | |||
| 500 | 6865263 | System and method for placing a telephone call | |||
| 501 | 6859529 | Method and system for self-service scheduling of inbound inquiries | |||
| 502 | 6856680 | Contact center autopilot algorithms | |||
| 503 | 6853721 | Contact center autopilot architecture | |||
| 504 | 6853720 | Software call control agent | |||
| 505 | 6850615 | Method and system for providing information to an external user regarding the availability of an agent | |||
| 506 | 6850613 | Customer service request allocations based upon real-time data and forecast data | |||
| 507 | 6850612 | End user automatic call distributor network control | |||
| 508 | 6847715 | Method and system for informing callers within a queue | |||
| 509 | 6847714 | Accent-based matching of a communicant with a call-center agent | |||
| 510 | 6847713 | Method and apparatus for robust call routing | |||
| 511 | 6845155 | Technique for effectively processing and dynamically routing communication calls | |||
| 512 | 6845154 | Allocation of resources to flexible requests | |||
| 513 | 6842515 | Multi-site responsibility-based routing | |||
| 514 | 6839422 | Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network | |||
| 515 | 6839419 | Ring network implemented by telephony switches and links | |||
2004 | |||||
| 516 | 6831971 | Fault-tolerant load balancing of conference call bridges | |||
| 517 | 6831966 | Multi-tenant, multi-media call center services platform system | |||
| 518 | 6826276 | Managing caller profiles across multiple call hold centers | |||
| 519 | 6826194 | Method for serving IP users by graphically-based interaction to agents of a call center | |||
| 520 | 6823062 | Arrangement for predicting call-center status in a network call-routing system | |||
| 521 | 6822945 | Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue | |||
| 522 | 6819759 | System and method for providing personalized and customized services for call center customers waiting in queue | |||
| 523 | 6816733 | Tracking agent call processing locations in connection with an automatic call distribution system | |||
| 524 | 6816727 | Technique for continually providing directional assistance over a communication network to a user | |||
| 525 | 6813349 | Communication of user data to an automatic call distributor agent | |||
| 526 | 6807274 | Call routing from manual to automated dialog of interactive voice response system | |||
| 527 | 6807264 | Computer telephony integration | |||
| 528 | 6804345 | Virtual contact center with flexible staffing control | |||
| 529 | 6801620 | Enhanced agent automatic call distribution control | |||
| 530 | 6801613 | Associating call appearance with data associated with call | |||
| 531 | 6801520 | Queue prioritization based on competitive user input | |||
| 532 | 6798877 | Enhanced end user automatic call distributor control | |||
| 533 | 6798876 | Method and apparatus for intelligent routing of incoming calls to representatives in a call center | |||
| 534 | 6798771 | Call setup gateway for telecommunications system | |||
| 535 | 6798766 | Network transfer system | |||
| 536 | 6792102 | Matching routed call to agent workstation | |||
| 537 | 6791975 | Call signature in a packet-based network | |||
| 538 | 6788931 | Directory assistance method and apparatus | |||
| 539 | 6788781 | Emergency call load management for call centers | |||
| 540 | 6788780 | Communications apparatus | |||
| 541 | 6785380 | Network-centric self-administered call center with intelligent mobile agent terminals | |||
| 542 | 6782091 | Virtual call distribution system | |||
| 543 | 6782087 | Desktop telephony application program for a call center agent | |||
| 544 | 6778661 | Multimedia call distribution system | |||
| 545 | 6771765 | Multimedia queuing in a customer contact or call center | |||
| 546 | 6771764 | Schedule based transaction routing | |||
| 547 | 6771760 | Callback imitation as incoming calls | |||
| 548 | 6771746 | Method and apparatus for agent optimization using speech synthesis and recognition | |||
| 549 | 6766014 | Customer service by batch | |||
| 550 | 6766013 | Timely shut-down of a real-time work center | |||
| 551 | 6766012 | System and method for allocating agent resources to a telephone call campaign based on agent productivity | |||
| 552 | 6765998 | Method and system for providing quick directions | |||
| 553 | 6763104 | Call center IVR and ACD scripting method and graphical user interface | |||
| 554 | 6763093 | Application based queuing via an H.323/SIP interface | |||
| 555 | 6760428 | Modification of voice prompting based on prior communication in a call center | |||
| 556 | 6757374 | Method for controlling additional service functions in a communications network, as well as an associated communications network and an associated program | |||
| 557 | 6754693 | Method and apparatus to allow users and representatives to conduct simultaneous voice and joint browsing sessions | |||
| 558 | 6754486 | Method and system for directory assistance services having messaging or paging capability | |||
| 559 | 6754335 | Call center with location queuing and dispatching | |||
| 560 | 6754334 | Automatic call director first in first out accessory | |||
| 561 | 6754333 | Wait time prediction arrangement for non-real-time customer contacts | |||
| 562 | 6754332 | Object oriented system and method for directing incoming telephone calls | |||
| 563 | 6748074 | System and method for purging a call list | |||
| 564 | 6748073 | Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration | |||
| 565 | 6748063 | Call distribution | |||
| 566 | 6744879 | Profit-based method of assigning calls in a transaction processing system | |||
| 567 | 6744878 | Real-time transaction routing augmented with forecast data and agent schedules | |||
| 568 | 6744877 | Method and system for enterprise service balancing | |||
| 569 | 6741699 | Arrangement for controlling the volume and type of contacts in an internet call center | |||
| 570 | 6741698 | Call management system using dynamic threshold adjustment | |||
| 571 | 6741696 | Automatic call distributing method and system | |||
| 572 | 6738473 | Call queuing | |||
| 573 | 6735300 | Method and apparatus for enabling interaction between callers with calls positioned in a queue | |||
| 574 | 6735299 | Automatic call distribution groups in call center management systems | |||
| 575 | 6732188 | Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator | |||
| 576 | 6731744 | Call processing system and service control point for handling calls to a call center | |||
| 577 | 6731625 | System, method and article of manufacture for a call back architecture in a hybrid network with support for internet telephony | |||
| 578 | 6731609 | Telephony system for conducting multimedia telephonic conferences over a packet-based network | |||
| 579 | 6728363 | Determining expected call waiting time in a call center queue | |||
| 580 | 6728359 | Network with distributed service control point functionality | |||
| 581 | 6724884 | Call management system using fast response dynamic threshold adjustment | |||
| 582 | 6724764 | Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center | |||
| 583 | 6721417 | Method and apparatus for controlling network automatic call distribution | |||
| 584 | 6718366 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface | |||
| 585 | 6714643 | System and method for implementing wait time estimation in automatic call distribution queues | |||
| 586 | 6714642 | System and methods for call decisioning in a virtual call center integrating telephony with computers | |||
| 587 | 6711256 | System and method for telemarketing through a hypertext network | |||
| 588 | 6711255 | Predictive distribution of calls between inquiry centers | |||
| 589 | 6711254 | Telephone-receiving call center system | |||
| 590 | 6711253 | Method and apparatus for analyzing performance data in a call center | |||
| 591 | 6707903 | Automated workflow method for assigning work items to resources | |||
| 592 | 6704412 | Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative | |||
| 593 | 6704411 | System and method for realizing home agent client function for call center system | |||
| 594 | 6704410 | System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications | |||
| 595 | 6704409 | Method and apparatus for processing real-time transactions and non-real-time transactions | |||
| 596 | 6704404 | Callback telecommunication system and method | |||
| 597 | 6700971 | Arrangement for using dynamic metrics to monitor contact center performance | |||
| 598 | 6697858 | Call center | |||
| 599 | 6694009 | Estimation of a work item's wait-time from the present stages of processing of preceding work items | |||
| 600 | 6694008 | Monitored suspension of communications sessions | |||
| 601 | 6690932 | System and method for providing language translation services in a telecommunication network | |||
| 602 | 6690789 | Fault tolerant telephony control | |||
| 603 | 6690788 | Integrated work management engine for customer care in a communication system | |||
| 604 | 6690664 | Call center communications system for handling calls to a call center | |||
| 605 | 6687877 | Web-based call center system with web document annotation | |||
| 606 | 6687241 | Enterprise contact server with enhanced routing features | |||
| 607 | 6683942 | Telephone switching system with data integration | |||
| 608 | 6683870 | Method and system for multicasting call notifications | |||
| 609 | 6678718 | Method and apparatus for establishing connections | |||
| 610 | 6678371 | Direct customer control of a network router | |||
| 611 | 6678266 | ACD with packet data based agent interconnect | |||
| 612 | 6674852 | Call management implemented using call routing engine | |||
| 613 | 6674839 | Method, system, and article for informing a telecommunication customer of a future performance estimate for a telecommunication feature | |||
2003 | |||||
| 614 | 6671366 | Method of connecting calls | |||
| 615 | 6671263 | Multimedia call handling | |||
| 616 | 6668286 | Method and system for coordinating data and voice communications via customer contact channel changing system over IP | |||
| 617 | 6668050 | Common access code routing using subscriber directory number | |||
| 618 | 6665396 | Call hold manager system and method | |||
| 619 | 6665393 | Call routing control using call routing scripts | |||
| 620 | 6661889 | Methods and apparatus for multi-variable work assignment in a call center | |||
| 621 | 6661882 | System and method for automated telephone message routing using an altered ANI | |||
| 622 | 6658106 | Desktop telephony application program for a call center agent | |||
| 623 | 6654815 | Contact server for call center | |||
| 624 | 6654459 | Enhanced agent authentication in virtual contact center | |||
| 625 | 6654458 | Administration and control of an automatic call distributor by a remotely located supervisor | |||
| 626 | 6654457 | Call centre | |||
| 627 | 6650748 | Multiple call handling in a call center | |||
| 628 | 6650747 | Control of merchant application by system monitor in virtual contact center | |||
| 629 | 6639982 | Method and apparatus for agent forcing and call distribution for large team call servicing | |||
| 630 | 6636598 | Automated transaction distribution system and method implementing transaction distribution to unavailable agents | |||
| 631 | 6633640 | Methods and apparatus for analysis of load-balanced multi-site call processing systems | |||
| 632 | 6628778 | Automatic relay method and storage medium containing automatic relay processing program | |||
| 633 | 6628777 | Method and system for scheduled delivery of training to call center agents | |||
| 634 | 6628772 | Method for providing enhanced directory assistance upon command using out-of-band signaling | |||
| 635 | 6625139 | Apparatus and methods for coordinating internet protocol telephone and data communications | |||
| 636 | 6621901 | Optimal dynamic agent state assignment | |||
| 637 | 6621900 | Automated right-party contact telephone system | |||
| 638 | 6621899 | Method and system for establishing voice communications using a computer network | |||
| 639 | 6614903 | Methods and apparatus for service state-based processing of communications in a call center | |||
| 640 | 6614902 | Call-center call routing | |||
| 641 | 6614783 | Multimedia telecommunication automatic call distribution system using internet/PSTN call routing | |||
| 642 | 6606668 | System and method for least cost routing and managing multiple gatekeepers on a packet switched network | |||
| 643 | 6603854 | System and method for evaluating agents in call center | |||
| 644 | 6603847 | Incoming call routing system with integrated wireless communication system | |||
| 645 | 6603775 | Dynamic allocation of communication resources within a communication system | |||
| 646 | 6600822 | Method for telephony call blending | |||
| 647 | 6597685 | Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network | |||
| 648 | 6587557 | System and method of distributing outbound telephony services over a computer network | |||
| 649 | 6587556 | Skills based routing method and system for call center | |||
| 650 | 6584193 | System, method, and computer program product for network telephone queuing | |||
| 651 | 6584192 | Method and apparatus for skills-based task routing | |||
| 652 | 6584191 | Staffing-based percentage-allocation routing using real-time data | |||
| 653 | 6584184 | Method and system for an intelligent partitioned communication system | |||
| 654 | 6581105 | Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center | |||
| 655 | 6580904 | Method of providing directional assistance to a mobile telephone subscriber | |||
| 656 | 6577727 | ACD tier based routing | |||
| 657 | 6577605 | System, method and apparatus for automatically distributing multimedia calls | |||
| 658 | 6574330 | Bus interface for automatic call distributor | |||
| 659 | 6574329 | Incoming call processing method, incoming call processing apparatus, and computer-readable recording medium having an incoming call processing program recorded thereon | |||
| 660 | 6570980 | Method of distributing telephone calls to ordered agents | |||
| 661 | 6563921 | Automatic call director first in first out accessory | |||
| 662 | 6563920 | Methods and apparatus for processing of communications in a call center based on variable rest period determinations | |||
| 663 | 6563916 | System for transmitting a change in call queued/hold state across a communications network | |||
| 664 | 6563788 | Method and apparatus for call distribution and override with priority recognition and fairness timing routines | |||
| 665 | 6560330 | Rules-based queuing of calls to call-handling resources | |||
| 666 | 6560329 | Automated call routing system | |||
| 667 | 6556676 | Adapter card implementing a time-shared digital signal processor | |||
| 668 | 6556671 | Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments | |||
| 669 | 6553114 | System for automatically predicting call center agent work time in a multi-skilled agent environment | |||
| 670 | 6553113 | System and methods for call decisioning in a virtual call center integrating telephony with computers | |||
| 671 | 6553112 | Call center system | |||
| 672 | 6546087 | Method and system for enabling queue camp-on for skills-based routing | |||
| 673 | 6546083 | System and method for placing a telephone call | |||
| 674 | 6542601 | Method and system for automated customer support services | |||
| 675 | 6539419 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface | |||
| 676 | 6539080 | Method and system for providing quick directions | |||
| 677 | 6535601 | Skill-value queuing in a call center | |||
| 678 | 6535600 | System for automatically routing calls to call center agents in an agent surplus condition based on service levels | |||
| 679 | 6526397 | Resource management facilitation | |||
| 680 | 6526135 | Automated competitive business call distribution (ACBCD) system | |||
| 681 | 6526041 | Apparatus and method for music-on-hold delivery on a communication system | |||
| 682 | 6522743 | Routing calls to call centers | |||
| 683 | 6512825 | Queue-based distinctive ringing in a call center system | |||
| 684 | 6510221 | System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities | |||
| 685 | 6504913 | Call handling mechanism | |||
2002 | |||||
| 686 | 6501839 | Method and apparatus for equitable call delivery | |||
| 687 | 6499023 | Data item evaluation based on the combination of multiple factors | |||
| 688 | 6496580 | Method and apparatus for servicing queued requests | |||
| 689 | 6493695 | Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types | |||
| 690 | 6493447 | Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications | |||
| 691 | 6493446 | Call center posting program | |||
| 692 | 6493353 | Communications signaling gateway and system for an advanced service node | |||
| 693 | 6487290 | Call routing based on local status evaluation | |||
| 694 | 6480601 | Voice and data transfer from outbound dialing to inbound ACD queue | |||
| 695 | 6480597 | Switch controller for a telecommunications network | |||
| 696 | 6473612 | Method for providing directory assistance services via an alphanumeric page | |||
| 697 | 6470080 | In-band signaling for routing | |||
| 698 | 6466798 | System and method for automatically distributing communications to selected locations | |||
| 699 | 6466784 | Technique for monitoring and attempting to connect destination telephone and providing information assistance upon detection of unsatisfactory connection | |||
| 700 | 6466570 | Method of accessing service resource items that are for use in a telecommunications system | |||
| 701 | 6463346 | Workflow-scheduling optimization driven by target completion time | |||
| 702 | 6463149 | Web page synchronization system and method | |||
| 703 | 6463148 | Blending communications in a call center | |||
| 704 | 6459781 | Key telephone apparatus with call distribution function | |||
| 705 | 6459697 | Integrated telephony network combining a packet data network and a dedicated--connection network | |||
| 706 | 6456711 | Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture | |||
| 707 | 6456601 | Method and system to provide telephony tones and announcements in a packetized network environment | |||
| 708 | 6453039 | Method and apparatus for robust call routing | |||
| 709 | 6453038 | System for integrating agent database access skills in call center agent assignment applications | |||
| 710 | 6449358 | Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center | |||
| 711 | 6449357 | Queuing status reporting apparatus | |||
| 712 | 6449353 | Telecommunication number processing technique for a telephony server | |||
| 713 | 6449270 | Dynamic re-routing | |||
| 714 | 6445788 | Method and apparatus for providing fair access to agents in a communication center | |||
| 715 | 6445784 | Point-of-presence call management center | |||
| 716 | 6442592 | Message center system | |||
| 717 | 6442550 | System and method in a collaborative data processing environment for customizing the quality of service on a per-client basis | |||
| 718 | 6442268 | Method of implementing a line group function in a communications network based on ITU-T H.323 | |||
| 719 | 6438710 | Circuit and method for improving memory integrity in a microprocessor based application | |||
| 720 | 6434230 | Rules-based queuing of calls to call-handling resources | |||
| 721 | 6434121 | Telephone agent call management system | |||
| 722 | 6424709 | Skill-based call routing | |||
| 723 | 6418217 | Arrived call receiving system for supporting reception services using telephone and receiving method therefor | |||
| 724 | 6411805 | System and method for a network-based call continuation service | |||
| 725 | 6411708 | System and method for purging a call list | |||
| 726 | 6411687 | Call routing based on the caller's mood | |||
| 727 | 6408066 | ACD skill-based routing | |||
| 728 | 6404883 | System and method for providing call statistics in real time | |||
| 729 | 6396920 | System for selectively providing a higher level of directory assistance services | |||
| 730 | 6393018 | Apparatus and methods enhancing call routing to and within call-centers | |||
| 731 | 6389400 | System and methods for intelligent routing of customer requests using customer and agent models | |||
| 732 | 6389133 | Method for telephony call blending | |||
| 733 | 6389132 | Multi-tasking, web-based call center | |||
| 734 | 6389028 | Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center | |||
| 735 | 6389007 | Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center | |||
| 736 | 6385646 | Method and system for establishing voice communications in an internet environment | |||
| 737 | 6385637 | Periodic process timer | |||
| 738 | 6381645 | Method of implementing push techniques in conventional web browsers | |||
| 739 | 6381329 | Point-of-presence call center management system | |||
| 740 | 6373937 | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control | |||
| 741 | 6373836 | Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system | |||
| 742 | 6370508 | Interface engine for managing business processes within a multimedia communication-center | |||
| 743 | 6366668 | Method of routing calls in an automatic call distribution network | |||
| 744 | 6366666 | Adjustment of call selection to achieve target values for interval-based performance metrics in a call center | |||
| 745 | 6366665 | Remote ACD data base modification via telephone | |||
| 746 | 6363346 | Call distribution system inferring mental or physiological state | |||
| 747 | 6359982 | Methods and apparatus for determining measures of agent-related occupancy in a call center | |||
| 748 | 6356632 | Call selection and agent selection in a call center based on agent staffing schedule | |||
| 749 | 6353667 | Minimum interruption cycle time threshold for reserve call center agents | |||
| 750 | 6349137 | Apparatus and method for providing support software for an agent workstation of an automatic call distributor | |||
| 751 | 6347139 | System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy | |||
| 752 | 6345093 | System and method for providing automated take back and transfer functionality to a computer telephony system | |||
| 753 | 6337905 | System for controlling automatic call distribution service | |||
2001 | |||||
| 754 | 6333980 | Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents | |||
| 755 | 6333979 | Method and apparatus for assigning incoming communications to communications processing centers | |||
| 756 | 6332154 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface | |||
| 757 | 6327364 | Reducing resource consumption by ACD systems | |||
| 758 | 6327363 | Method and system for automated customer services | |||
| 759 | 6327362 | System and method including dynamic differential treatment in workflows and contact flow | |||
| 760 | 6327347 | Calling party identification authentication and routing in response thereto | |||
| 761 | 6324276 | Point-of-presence call center management system | |||
| 762 | 6320956 | Multiple client remote agent network method | |||
| 763 | 6320951 | Transfer-connect telephony services utilizing automated audio systems | |||
| 764 | 6314178 | Method and apparatus for enabling interaction between callers with calls positioned in a queue | |||
| 765 | 6314177 | Communications handling center and communications forwarding method using agent attributes | |||
| 766 | 6314176 | Third party call control | |||
| 767 | 6311231 | Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP | |||
| 768 | 6310951 | Reassignment of agents | |||
| 769 | 6301354 | Method and apparatus for entertaining callers in a queue | |||
| 770 | 6298130 | Metadata-based network routing | |||
| 771 | 6295551 | Call center system where users and representatives conduct simultaneous voice and joint browsing sessions | |||
| 772 | 6295354 | Method for incoming call answering for automatic call distributors | |||
| 773 | 6295353 | Arrangement for efficiently updating status information of a network call-routing system | |||
| 774 | 6295352 | Switching system for automatic call distribution and new operation training | |||
| 775 | 6292555 | System, method and storage medium for connection to operator | |||
| 776 | 6289094 | External positivistic forward transfer in call routing systems | |||
| 777 | 6286033 | Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation | |||
| 778 | 6285752 | Automated right-party contact telephone system | |||
| 779 | 6282284 | Method and system for establishing voice communications using a computer network | |||
| 780 | 6282283 | Optimization of agent transfers in call blending | |||
| 781 | 6282282 | Call center outbound/inbound balance system | |||
| 782 | 6282281 | Method of providing telecommunications services | |||
| 783 | 6278777 | System for managing agent assignments background of the invention | |||
| 784 | 6272347 | Automatic call distribution based on physical location of wireless terminals | |||
| 785 | 6272216 | Customer self routing call center | |||
| 786 | 6266407 | Telephony system command scheduler and precedent processor | |||
| 787 | 6263066 | Multimedia managing and prioritized queuing system integrated with intelligent routing capability | |||
| 788 | 6263065 | Method and apparatus for simulating central queue for distributing call in distributed arrangement of automatic call distributors | |||
| 789 | 6263052 | Autointeraction communication system | |||
| 790 | 6259786 | Intelligent virtual queue | |||
| 791 | 6259774 | Apparatus and methods for coordinating telephone and data communications | |||
| 792 | 6256380 | Methods for processing operator service system calls | |||
| 793 | 6246759 | Call overflow system and method for overflowing telephone calls between telephonic switches | |||
| 794 | 6246758 | Method of providing telecommunication services | |||
| 795 | 6243092 | Transaction flow editing tool | |||
| 796 | 6233333 | CTI integration of telephonic calls moved between switches of an automatic call distributor | |||
| 797 | 6233332 | System for context based media independent communications processing | |||
| 798 | 6229888 | System and method for operating a plurality of call centers | |||
| 799 | 6226287 | System and method for integrating voice on network with traditional telephony | |||
| 800 | 6225998 | Visual design of workflows for transaction processing | |||
| 801 | 6222919 | Method and system for routing incoming telephone calls to available agents based on agent skills | |||
| 802 | 6222918 | Call distribution facility | |||
| 803 | 6219415 | Call hold state notification across a communications network | |||
| 804 | 6219087 | Interactive video communication in real time | |||
| 805 | 6215865 | System, method and user interface for data announced call transfer | |||
| 806 | 6208852 | Telephone, telephone exchange system, storage medium and method incorporating suspend service | |||
| 807 | 6208723 | System and method for enhanced automatic recall | |||
| 808 | 6195426 | Service providing customized information to queuing customers | |||
| 809 | 6192122 | Call center agent selection that optimizes call wait times | |||
| 810 | 6188673 | Using web page hit statistics to anticipate call center traffic | |||
| 811 | 6185292 | Skill-based real-time call routing in telephony systems | |||
| 812 | 6185287 | Parallel data transfer and synchronization | |||
| 813 | 6181788 | Uniform control of mixed platforms in telephony | |||
| 814 | 6181366 | Video switching system, video communications system and method for establishing video communications with a telephonic switch | |||
| 815 | 6178240 | Method and apparatus for entertaining callers in a queue | |||
| 816 | 6175621 | Priority call on busy | |||
| 817 | 6175617 | Key telephone apparatus with [automatic] call distribution function | |||
| 818 | 6175564 | Apparatus and methods for managing multiple internet protocol capable call centers | |||
| 819 | 6175563 | Parallel data transfer and synchronization in computer-simulated telephony | |||
| 820 | 6173053 | Optimizing call-center performance by using predictive data to distribute calls among agents | |||
| 821 | 6173052 | Blending communications in a call center | |||
| 822 | 6169904 | System and method for automatically distributing communications to selected locations | |||
| 823 | 6169798 | System and method for automatic call | |||
2000 | |||||
| 824 | 6163607 | Optimizing call-center performance by using predictive data to distribute agents among calls | |||
| 825 | 6157655 | Method for estimating telephony system-queue waiting time in an agent level routing environment | |||
| 826 | 6144730 | Method of optimum call distribution using an intelligent network and system thereof | |||
| 827 | 6141328 | Method and system for two-way negotiated call hold | |||
| 828 | 6134530 | Rule based routing system and method for a virtual sales and service center | |||
| 829 | 6134318 | System and method for telemarketing through a hypertext network | |||
| 830 | 6134315 | Metadata-based network routing | |||
| 831 | 6130942 | Skills-based automatic call distribution system | |||
| 832 | 6130933 | Apparatus and methods for coordinating telephone and data communications | |||
| 833 | 6128380 | Automatic call distribution and training system | |||
| 834 | 6125178 | Method and apparatus for enabling interaction between callers with calls positioned in a queue | |||
| 835 | 6122365 | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control | |||
| 836 | 6122364 | Internet network call center | |||
| 837 | 6122360 | Negotiated routing in telephony systems | |||
| 838 | 6122358 | Operator connection control method | |||
| 839 | 6122346 | Telephone on-hold response system | |||
| 840 | 6118866 | Emergency call load management for call centers | |||
| 841 | 6111947 | Intelligent services network adjunct processor | |||
| 842 | 6104802 | In-band signaling for routing | |||
| 843 | 6104801 | Escalatory reactive call routing | |||
| 844 | 6104797 | Method and system for an intelligent partitioned communication system | |||
| 845 | 6100891 | Call center agent interface and development tool | |||
| 846 | 6097806 | ACD with multi-lingual agent position | |||
| 847 | 6091811 | Ringing technique in automatic call distribution | |||
| 848 | 6088443 | Intelligent services network adjunct processor | |||
| 849 | 6088442 | Automatic wireless alerting on an automatic call distribution center | |||
| 850 | 6088441 | Arrangement for equalizing levels of service among skills | |||
| 851 | 6083280 | Method of improving a processing efficiency of an automatic data processing system | |||
| 852 | 6081592 | Automatic call-work director | |||
| 853 | 6078325 | Object oriented customer information exchange system and method | |||
| 854 | 6076093 | Real-time interactive directory | |||
| 855 | 6072864 | Transfer-connect telephony services utilizing automated audio systems | |||
| 856 | 6064874 | Method for providing calling services during attempt to complete customer call while muting ringing | |||
| 857 | 6064731 | Arrangement for improving retention of call center's customers | |||
| 858 | 6064730 | Customer-self routing call center | |||
| 859 | 6064667 | Apparatus and methods enhancing call routing to and within call centers | |||
| 860 | 6061347 | ACD with packet data based agent interconnect | |||
| 861 | 6058435 | Apparatus and methods for responding to multimedia communications based on content analysis | |||
| 862 | 6055308 | Method and system for determining and using multiple object states in a computer telephony integration system | |||
| 863 | 6055307 | System and method for selecting agent destinations and monitoring calls made to network customers | |||
| 864 | 6052460 | Arrangement for equalizing levels of service among skills | |||
| 865 | 6049603 | Method for eliminating telephone hold time | |||
| 866 | 6049547 | Lookahead interflow of traffic among a plurality of serving sites of one customer | |||
| 867 | 6046762 | Multimedia telecommunication automatic call distribution system | |||
| 868 | 6044355 | Skills-based scheduling for telephone call centers | |||
| 869 | 6044146 | Method and apparatus for call distribution and override with priority | |||
| 870 | 6044145 | Telecommutable platform | |||
| 871 | 6044144 | Network call parking manager | |||
| 872 | 6035190 | Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon demand | |||
| 873 | 6023681 | Method and apparatus for predicting queuing delays | |||
| 874 | 6021428 | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center | |||
| 875 | 6018579 | Call center services for local calls using local number portability | |||
| 876 | 6016336 | Interactive voice response system with call trainable routing | |||
| 877 | 6014439 | Method and apparatus for entertaining callers in a queue | |||
| 878 | 6011844 | Point-of-presence call center management system | |||
| 879 | 6011792 | Escalatory reactive call routing | |||
1999 | |||||
| 880 | 6005932 | Dynamic schedule profiler for ACD | |||
| 881 | 6005920 | Call center with fault resilient server-switch link | |||
| 882 | 6002760 | Intelligent virtual queue | |||
| 883 | 5999965 | Automatic call distribution server for computer telephony communications | |||
| 884 | 5999617 | Dialing control method | |||
| 885 | 5999609 | Computer-telephony (CT) system including an electronic call request | |||
| 886 | 5995826 | Methods for conditional tone responsive reconnection to directory assistance center | |||
| 887 | 5991395 | Implementation of call-center outbound dialing capability at a telephony network level | |||
| 888 | 5991394 | Method and system for establishing voice communications using a computer network | |||
| 889 | 5991393 | Method for telephony call blending | |||
| 890 | 5991392 | Agent-initiated dynamic requeing | |||
| 891 | 5991391 | Dynamic re-routing | |||
| 892 | 5991390 | Method and apparatus for teleworking from remote terminals | |||
| 893 | 5987117 | Method of dynamic load sharing between systems with automatic telephone call distributors | |||
| 894 | 5987116 | Call center integration with operator services databases | |||
| 895 | 5987115 | Systems and methods for servicing calls by service agents connected via standard telephone lines | |||
| 896 | 5987109 | Key telephone apparatus with call distribution function | |||
| 897 | 5982873 | Waiting-call selection based on objectives | |||
| 898 | 5978467 | Method and apparatus for enabling interaction between callers with calls positioned in a queue | |||
| 899 | 5970135 | Automatic call distributor with agent controlled call connection | |||
| 900 | 5970134 | System and method for monitoring calls parked on an automatic call distributor | |||
| 901 | 5970132 | Call distributor | |||
| 902 | 5970065 | Uniform control of mixed platforms in telephony | |||
| 903 | 5966437 | Method and system for personalized directory assistance services | |||
| 904 | 5963635 | Method and apparatus for providing result-oriented customer service | |||
| 905 | 5963632 | Agent-initiated dynamic requeing of misrouted calls in call-routing systems | |||
| 906 | 5960442 | Real-time interactive directory | |||
| 907 | 5960073 | Method and apparatus for providing an interactive home agent with access to call center functionality and resources | |||
| 908 | 5960070 | Pay as you communicate call center | |||
| 909 | 5958014 | System and method for establishing a real-time agent pool between computer systems | |||
| 910 | 5953332 | Agent-initiated dynamic requeing | |||
| 911 | 5949871 | Method and apparatus for providing a service in a switched telecommunications system wherein a control message is altered by a receiving party | |||
| 912 | 5946388 | Method and apparatus for priority queuing of telephone calls | |||
| 913 | 5946387 | Agent-level network call routing | |||
| 914 | 5945990 | PBX data retrieval and reporting system and method | |||
| 915 | 5943417 | Method and system for personalized directory assistance services | |||
| 916 | 5943415 | Automatic call distributing queuing (ACDQ) call transfer method and telephone system having ACDQ call transfer function | |||
| 917 | 5940497 | Statistically-predictive and agent-predictive call routing | |||
| 918 | 5940496 | Apparatus and methods enhancing call routing within and between call-centers | |||
| 919 | 5940495 | Virtualized computer telephony integrated link for enhanced functionality | |||
| 920 | 5937057 | Video/audio communications call center and method of operation thereof | |||
| 921 | 5937051 | Method and system for transferring calls and call-related data between a plurality of call centers | |||
| 922 | 5933828 | Method of structuring a database of a control system for access by third party software | |||
| 923 | 5933492 | Method and system for determining and using multiple object states in a computer telephony integration system | |||
| 924 | 5926538 | Method for routing calls to call centers based on statistical modeling of call behavior | |||
| 925 | 5926535 | Third party call control | |||
| 926 | 5923745 | Routing calls to call centers | |||
| 927 | 5920621 | System and method for distributing calls to customer service operators based on automatic determination of operator availability | |||
| 928 | 5917903 | Computer telephony integration system and method | |||
| 929 | 5915012 | System and method for operating a plurality of call centers | |||
| 930 | 5915011 | Statistically-predictive and agent-predictive call routing | |||
| 931 | 5915010 | System, method and user interface for data announced call transfer | |||
| 932 | 5911134 | Method for planning, scheduling and managing personnel | |||
| 933 | 5910983 | Apparatus and method for identifying records of overflowed ACD calls | |||
| 934 | 5907611 | Apparatus and method for identifying records of overflowed ACD calls | |||
| 935 | 5905793 | Waiting-call selection based on anticipated wait times | |||
| 936 | 5905792 | External positivistic forward transfer in call routing systems | |||
| 937 | 5903642 | Method for eliminating telephone hold time | |||
| 938 | 5903641 | Automatic dynamic changing of agents' call-handling assignments | |||
| 939 | 5901215 | Apparatus and method for identifying records of overflowed ACD calls | |||
| 940 | 5898767 | Casual agent pool | |||
| 941 | 5884032 | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent | |||
| 942 | 5878130 | Communications system and method for operating same | |||
| 943 | 5873032 | Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page | |||
| 944 | 5867572 | Customer queuing arrangement | |||
| 945 | 5864617 | Call queuing and distribution | |||
| 946 | 5864616 | System and method for providing call statistics in real time | |||
| 947 | 5862208 | Method and system for enabling a party to change terminals during a call | |||
| 948 | 5857018 | Automatic call distributor with prioritization | |||
1998 | |||||
| 949 | 5848143 | Communications system using a central controller to control at least one network and agent system | |||
| 950 | 5844980 | Queue managing system and method | |||
| 951 | 5844896 | System and method for routing telephone calls | |||
| 952 | 5841854 | Wireless telephone integration system and method for call centers and workgroups | |||
| 953 | 5828747 | Call distribution based on agent occupancy | |||
| 954 | 5825869 | Call management method and system for skill-based routing | |||
| 955 | 5815566 | Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments | |||
| 956 | 5809130 | System and method for selectively retrieving communications from any selected location | |||
| 957 | 5797092 | Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon detection of predetermined tone | |||
| 958 | 5793861 | Transaction processing system and method | |||
| 959 | 5787163 | Intelligent load balancing of special service calls based on availability of terminations | |||
| 960 | 5787160 | Intelligent routing of special service calls | |||
| 961 | 5778060 | Work at home ACD agent network with cooperative control | |||
| 962 | 5768360 | Subscriber call routing processing system | |||
| 963 | 5761289 | 800 number callback | |||
| 964 | 5757904 | Context-sensitive presentation of information to call-center agents | |||
| 965 | 5754639 | Method and apparatus for queuing a call to the best split | |||
| 966 | 5742675 | Method and apparatus for automatically distributing calls to available logged-in call handling agents | |||
| 967 | 5740240 | Computer telephony integration system and method | |||
| 968 | 5740238 | Method and apparatus for queuing a call to the best backup split | |||
| 969 | 5737700 | Providing assistance to a mobile telephone subscriber travelling from a location to a desired location | |||
| 970 | 5724419 | Call overflow system and method for an automatic call distribution system | |||
| 971 | 5724418 | Call distributor | |||
| 972 | 5721770 | Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls | |||
| 973 | 5715307 | Integrated voice and business transaction reporting for telephone call centers | |||
| 974 | 5715306 | Automatic call distribution system with user definable logging and method therefor | |||
| 975 | 5712909 | Key telephone apparatus with automatic call distribution function | |||
1997 | |||||
| 976 | 5703935 | Automated telephone operator services | |||
| 977 | 5696818 | Delay announcement group and time controller for a telephone system | |||
| 978 | 5692033 | AIN queuing for call-back system | |||
| 979 | 5684872 | Prediction of a caller's motivation as a basis for selecting treatment of an incoming call | |||
| 980 | 5684870 | Method and system for transferring calls and call-related data between a plurality of call centers | |||
| 981 | 5684867 | Remote data access for operator assistance calls | |||
| 982 | 5657383 | Flexible customer controlled telecommunications handling | |||
| 983 | 5652791 | System and method for simulating operation of an automatic call distributor | |||
| 984 | 5646988 | Incoming call controller for preferentially connecting a waiting call based on number of previous unsuccessful call attempts | |||
| 985 | 5646987 | Dynamic reallocation of calls to agent groups | |||
| 986 | 5642411 | Anticipatory call distributor | |||
| 987 | 5636268 | Communication system with queues | |||
| 988 | 5633924 | Telecommunication network with integrated network-wide automatic call distribution | |||
| 989 | 5633923 | Automatic call distribution system with display data storage compression system and method | |||
| 990 | 5631953 | Circuit arrangement for integration of EDP systems in the utilization of telephone systems | |||
| 991 | 5627884 | Method for returning inbound calls | |||
| 992 | 5625682 | Help desk improvement | |||
| 993 | 5623540 | PBX data retrieval and reporting system and method | |||
| 994 | 5621789 | Method and system for integrating a plurality of call center agent performance enhancement modules | |||
| 995 | 5619557 | Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data | |||
| 996 | 5594791 | Method and apparatus for providing result-oriented customer service | |||
| 997 | 5592542 | Call distribution control method and call distribution control system | |||
1996 | |||||
| 998 | 5590188 | Rules-based call routing | |||
| 999 | 5590186 | System and method for redirecting a telephone call with call merging | |||
| 1000 | 5574782 | Minimizing service disruptions in handling call request messages where new message formats are needed in a telecommunication network | |||
| 1001 | 5572587 | Telephone system and method for easing wait time in queue | |||
| 1002 | 5568544 | Routing incoming calls to a PBX in response to route requests from a host computer | |||
| 1003 | 5566236 | System and method for re-establishing a disconnected telephone communication | |||
| 1004 | 5563941 | Method for the distribution of calls in a communication network | |||
| 1005 | 5563937 | Method and system for multi-channel data automatic call distribution | |||
| 1006 | 5559878 | Telephonic communications answering and callback processing system | |||
| 1007 | 5557668 | Call distribution system with distributed control of calls and data distribution | |||
| 1008 | 5557667 | Method and system for multi-channel data automatic call distribution for sequentially launched calls | |||
| 1009 | 5555299 | Method and system for transferring calls and call-related data between a plurality of call centers | |||
| 1010 | 5546456 | Telecommunication system with inbound call responsive predictive outdialing system and method | |||
| 1011 | 5546455 | Method for accessing real-time data in an automatic call distribution system | |||
| 1012 | 5546454 | Automatic call distributor with telephonic call holding system | |||
| 1013 | 5546452 | Communications system using a central controller to control at least one network and agent system | |||
| 1014 | 5544232 | Call distributor with automatic preannouncement system and method | |||
| 1015 | 5537470 | Method and apparatus for handling in-bound telemarketing calls | |||
| 1016 | 5535270 | Automatic call distributor having multiple audio sources | |||
| 1017 | 5533108 | Method and system for routing phone calls based on voice and data transport capability | |||
| 1018 | 5533107 | Method for routing calls based on predetermined assignments of callers geographic locations | |||
| 1019 | 5530744 | Method and system for dynamic customized call routing | |||
| 1020 | 5528678 | Revertive calling automatic call distributor | |||
| 1021 | 5526416 | Automatic call distribution system with an ISDN compatible call connection system and method | |||
| 1022 | 5524147 | Method for forming a virtual call center | |||
| 1023 | 5519773 | Call sharing for inbound and outbound call center agents | |||
| 1024 | 5515421 | Automatic batch broadcast system | |||
| 1025 | 5511117 | Integrated voice and business transaction reporting for telephone call centers | |||
| 1026 | 5511112 | Automated voice system for improving agent efficiency and improving service to parties on hold | |||
| 1027 | 5506898 | Expected wait-time indication arrangement | |||
| 1028 | 5500891 | Telecommunication system with multilink host computer call control interface system and method | |||
| 1029 | 5499291 | Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions | |||
| 1030 | 5488657 | Apparatus for and method of operating an automatic log on/log off circuit in a telephone system by disconnecting a headset | |||
1995 | |||||
| 1031 | 5479497 | Automatic call distributor with programmable window display system and method | |||
| 1032 | 5469504 | Automatic call distribution with intersubnetwork customer information transfer system and method | |||
| 1033 | 5467391 | Integrated intelligent call blending | |||
| 1034 | 5465286 | Apparatus for supervising an automatic call distribution telephone system | |||
| 1035 | 5459780 | Work at home agent ACD call distribution | |||
| 1036 | 5455903 | Object oriented customer information exchange system and method | |||
| 1037 | 5452350 | Subscriber call routing processing system | |||
| 1038 | 5450482 | Dynamic network automatic call distribution | |||
| 1039 | 5450123 | Method to enhance voice communications using encoded one-way video signals under bi-directional user or network control for transmitting stored or real-time video or image information | |||
| 1040 | 5448624 | Telephone network performance monitoring method and system | |||
| 1041 | 5444774 | Interactive queuing sytem for call centers | |||
| 1042 | 5440623 | Telephone routing system with queuing and voice messaging capabilities | |||
| 1043 | 5436966 | Interface for handling event messages generated by telecommunications switches with automatic call distribution capability | |||
| 1044 | 5432846 | Automatic telephone call distribution apparatus and method for electronic switching system | |||
| 1045 | 5425087 | Telephone usage monitoring arrangement | |||
| 1046 | 5404350 | Routing calls destined for inaccessible destinations | |||
| 1047 | 5400327 | Automatic call distributor with wireless connection with remote unit and method | |||
| 1048 | 5392346 | Mobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translations | |||
| 1049 | 5392345 | Work at home ACD agent network | |||
| 1050 | 5392329 | Automatic call distribution system with emergency recording system and method | |||
| 1051 | 5384841 | Automatic call distribution network with call overload system and method | |||
1994 | |||||
| 1052 | 5371785 | Telephonic console with multipersonality control apparatus and method | |||
| 1053 | 5367568 | Switchboard terminal apparatus having a plurality of loop circuits | |||
| 1054 | 5365582 | Call distributing service system for a plurality of terminals | |||
| 1055 | 5341412 | Apparatus and a method for predictive call dialing | |||
| 1056 | 5335269 | Two dimensional routing apparatus in an automatic call director-type system | |||
| 1057 | 5335268 | Intelligent routing of special service telephone traffic | |||
| 1058 | 5329583 | Enhanced automatic call distribution system operation | |||
| 1059 | 5327490 | System and method for controlling call placement rate for telephone communication systems | |||
| 1060 | 5325292 | Tour/schedule generation for a force management system | |||
| 1061 | 5311574 | Automatic customer call back for automatic call distribution systems | |||
| 1062 | 5309513 | Telephone system with ubiquitous agents | |||
| 1063 | 5309505 | Automated voice system for improving agent efficiency and improving service to parties on hold | |||
| 1064 | 5299260 | Telephone call handling system | |||
| 1065 | 5299259 | Distributing calls over serving centers of a large customer | |||
| 1066 | 5291552 | Distribution of calls among automatic call distributors of a single large customer | |||
| 1067 | 5291550 | Dynamic network call distributor | |||
| 1068 | 5289368 | Force management system user interface | |||
| 1069 | 5278898 | System for managing a hold queue | |||
1993 | |||||
| 1070 | 5274700 | Methods of automatically rerouting an incoming telephone call placed over a network | |||
| 1071 | 5271058 | Switchless automatic call distribution system used with a combination of networks | |||
| 1072 | 5270699 | Fault tolerant signaling | |||
| 1073 | 5268958 | Method for allocating incoming-call to extension telephone sets in private branch exchange and private branch exchange having automatic incoming-call allocating function | |||
| 1074 | 5267305 | Transparent inband signaling | |||
| 1075 | 5253288 | Alternate destination call redirection for telecommunications systems | |||
| 1076 | 5249223 | Call-load-control arrangement for an emergency-call-answering center | |||
| 1077 | 5247569 | System and method for controlling outbound and inbound calls in a telephone communication system | |||
| 1078 | 5241584 | Response time evaluation unit | |||
| 1079 | 5239460 | Arrangement for motivating telemarketing agents | |||
| 1080 | 5226077 | Headset amplifier with automatic log on/log off detection | |||
| 1081 | 5214692 | Bypass for telephone switching system | |||
| 1082 | 5214688 | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls | |||
| 1083 | 5212727 | Queuing trigger in call processing | |||
| 1084 | 5208848 | Telecommunications call processing | |||
| 1085 | 5206903 | Automatic call distribution based on matching required skills with agents skills | |||
| 1086 | 5185786 | Automatic call center overflow retrieval system | |||
| 1087 | 5185782 | ACD arrangement for automatically returning a call at a time specified by the original caller | |||
| 1088 | 5185780 | Method for predicting agent requirements in a force management system | |||
| 1089 | 5181236 | Automatic call returning method for call distributor with message record capability | |||
1992 | |||||
| 1090 | 5175761 | Call transfers by voice messaging system (VMS) integrated to a private branch exchange | |||
| 1091 | 5168515 | Switchless automatic call distribution system | |||
| 1092 | 5166974 | Interactive call processor to facilitate completion of queued calls | |||
| 1093 | 5164983 | Telemarketing complex performance management system | |||
| 1094 | 5155763 | Look ahead method and apparatus for predictive dialing using a neural network | |||
| 1095 | 5155761 | Automatic call back system and method of operation | |||
| 1096 | 5153909 | Resource control and data handling for central office based automatic call distributors | |||
| 1097 | 5144653 | Telephone system capable of automatically distributing terminating calls and method of performing communication within the telephone system | |||
| 1098 | 5134652 | Communication console station with priority queuing | |||
1991 | |||||
| 1099 | 5073890 | Remote agent operation for automatic call distributors | |||
| 1100 | 5067149 | Telephone line communications control system with dynamic call streaming | |||
| 1101 | 5062103 | Telephone agent call management system | |||
| 1102 | 5040208 | Coordinated voice and data display having temporary storage of transaction data | |||
| 1103 | 5036535 | Switchless automatic call distribution system | |||
| 1104 | 5025468 | Computerized system for incoming calls | |||
| 1105 | 5020095 | Interactive call distribution processor | |||
| 1106 | 5014303 | Operator services using speech processing | |||
| 1107 | 5008930 | Customer definable integrated voice/data call transfer technique | |||
| 1108 | 5001710 | Customer programmable automated integrated voice/data technique for communication systems | |||
| 1109 | 4988209 | Telephone agent management information system | |||
| 1110 | 4987587 | Method and apparatus for providing 800 number service | |||
1990 | |||||
| 1111 | 4972452 | Digital bypass for telephone system | |||
| 1112 | 4964155 | Programmable threshold alert | |||
| 1113 | 4953204 | Multilocation queuing for telephone calls | |||
| 1114 | 4951310 | Automatic call distribution system | |||
| 1115 | 4949373 | Host load balancing | |||
| 1116 | 4943995 | Semi-automated customer information system | |||
| 1117 | 4942601 | Method of making a call reservation and sending an interrupt tone in a private branch exchange (PBX) | |||
| 1118 | 4933964 | Pacing of telephone calls for call origination management systems | |||
| 1119 | 4932050 | Proximity detection for telecommunications features | |||
| 1120 | 4924491 | Arrangement for obtaining information about abandoned calls | |||
| 1121 | 4918719 | Elimination of false requests for telephone operator assistance | |||
| 1122 | 4907260 | Telephone line communications control system | |||
| 1123 | 4896345 | Call handling system | |||
| 1124 | 4893325 | Integrated public safety answering point system | |||
| 1125 | 4893301 | Automatic call distribution (ACD) switching system having distributed processing capability | |||
1989 | |||||
| 1126 | 4887289 | Remote testing of a trunk leading to an automatic call distributor | |||
| 1127 | 4881261 | Method for predictive pacing of calls in a calling system | |||
| 1128 | 4873718 | Feature telephone integration device | |||
| 1129 | 4858120 | System for regulating arrivals of customers to servers | |||
| 1130 | 4856050 | Telephone message retrieval system with improved message processor and retrieval console including auto-disabling playback switch | |||
| 1131 | 4837799 | Telephone line communications control system | |||
| 1132 | 4829563 | Method for predictive dialing | |||
1988 | |||||
| 1133 | 4788718 | Call data collection and modification of received call distribution | |||
| 1134 | 4788715 | Announcing waiting times in queuing systems | |||
| 1135 | 4763353 | Terminal based adjunct call manager for a communication system | |||
| 1136 | 4757529 | Call distribution arrangement | |||
| 1137 | 4737983 | Automatic call distributor telephone service | |||
| 1138 | 4737950 | Multifunction bus to user device interface circuit | |||
| 1139 | 4731824 | Chime pulser for phone call backup interpreter | |||
| 1140 | 4719647 | Telephone message retrieval system with improved processor and retrieval console | |||
1987 | |||||
| 1141 | 4694483 | Computerized system for routing incoming telephone calls to a plurality of agent positions | |||
| 1142 | 4656624 | Operator communication arrangements for operator assistance systems | |||
1985 | |||||
| 1143 | 4510351 | ACD Management information system | |||
| 1144 | 4499337 | Coupler for microtelephone set | |||
1984 | |||||
| 1145 | 4484031 | Interface circuit for a telephone system | |||
| 1146 | 4468528 | Methods and apparatus for providing enhanced announcements in a telephone system | |||
| 1147 | 4451705 | Call completion circuit and method | |||
| 1148 | 4451704 | Switching system auxiliary line transfer circuit | |||
| 1149 | 4449017 | ACD Combined handset and headset arrangement | |||
1983 | |||||
| 1150 | 4408100 | Position load distribution and management system for key telephone systems | |||
| 1151 | 4400587 | Overflow and diversion to a foreign switch | |||
1982 | |||||
| 1152 | 4338494 | Telephone call inventorying and sequencing system and method | |||
1981 | |||||
| 1153 | 4289934 | Integrated automatic call distribution facility and PBX system | |||
1980 | |||||
| 1154 | 4197430 | Operator service position system | |||
1979 | |||||
| 1155 | 4145578 | Position access preference method | |||
1978 | |||||
| 1156 | 4081614 | Supervised single link telephone system | |||
| 1157 | 4078158 | Call distributing automatic telephone installation | |||
| 1158 | 4066847 | Automatic call answering and sequencing system | |||
1977 | |||||
| 1159 | 4048452 | Automatic call distribution system | |||
1976 | |||||
| 1160 | 3975597 | Call queue release control circuit | |||
| 1161 | 3969589 | Telephone switching system having attendant queuing facilities | |||
| © 2017, ПАТ-Инфо, В.И. Карнышев
Дата формирования списка: 03.04.2017 | |||||