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2017

19609145System and method for correlating user call response to electronic messages
29609135Day-level SLA-based routing
39609134Utilizing voice biometrics
49609132Method for connecting users with agents using user selected agents and agent ratings
59609131Activities assignment optimization for multi-skill contact center
69609129System and method for secure transmission of data signals
79609128Emergency signal for M2M devices
89609123Incoming call notification management
99602668Systems and methods for managing multi-tenant callback services
109602667Streamlined call management and routing system
119602666Silence density models
129602665Functions and associated communication capabilities for a speech analytics component to support agent compliance in a call center
139602664Method for optimal utilization of an application-controlled queue for calls that is provided in a telecommunication system
149602663Managing electronic consent for calling campaigns
159600789Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
169596582Automated location determination to support VoIP E911 using self-surveying techniques for ad hoc wireless networks
179596350Virtual interactions in contact center operations
189596349Voice and speech recognition for call center feedback and quality assurance
199596344System and method for encrypting and recording media for a contact center
209596293Content transmission device and network node
219594597Systems and methods for automated server side brokering of a connection to a remote device
229591138Call queuing for location-aware mobile devices
239591137System and method for providing contact center services in a hybrid operations environment
249591136Methods and systems for customizing interactive voice response calls
259591135Rules-based compliance system
269591134Method and system for determining occupancy of resources in a multimodal contact center
279591127Pre-authentication system and method for outgoing communication
289590840Distributed event delivery
299589244Request process optimization and management
309588830Local survivability in a distributed contact center environment
319584863Method and system for distance based video advertisement reward system with instant dynamic price generation for digital media propagation
329584668Method and system for a scalable computer-telephony integration system
339584663System and method for controlling identifier provided when returning call / message
349584662System and method for the automatic validation of dialog run time systems
359584661Extended efficient usage of emergency services keys
369584659Using graphical text analysis to facilitate communication between customers and customer service representatives
379578661Network congestion prevention and/or mitigation
389578174System and method for out-of-band communication with contact centers
399578173Virtual assistant aided communication with 3.sup.rd party service in a communication session
409578172System and method for providing interaction history via a customer application
419578171Low latency distributed aggregation for contact center agent-groups on sliding interval
429578170Answering machine detection
439578169Method of and system for providing adaptive respondent training in a speech recognition application
449578167Customer relationship management (CRM) audio on hold
459572003Provision of text messages to emergency call takers
469571667Predictive toll-free number search
479571666Toll-tree numbers metadata tagging and analysis
489571656Method of distributed aggregation in a call center
499571653Streamlined call management and routing system
509571651Far-end initiated mid-call notification via ring-ping
519571650Method and system for generating a responsive communication based on behavioral assessment data
529571649Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms
539571648Method of providing 911 service to a private branch exchange
549571647Emergency communication solution
559571646Routing user communications to agents
569571644Contact advocate
579571643Intelligent electronic communications
589571636Call center builder platform
599571623Providing a customized visual interface based on a dialed number
609571529Browser-based communications enhanced with enterprise communication features
619571445Unified messaging system and method with integrated communication applications and interactive voice recognition
629569782Automated customer business impact assessment upon problem submission
639566395Medicament storage, dispensing, and administration system and method
649565639Battery charge reservation for emergency communications
659565518Emergency response system operated on a bluetooth low energy network
669565317Method and system for providing communication control functionality at a remotely located site using a distributed feature architecture
679565313Mutual assistance routing system for improved utilization of customer service resources
689565312Real-time predictive routing
699565311Method and apparatus for using a search engine advantageously within a contact center system
709565310System and method for message-based call communication
719565309Methods and systems for managing simulated real-time conversations
729565308System for communication routing
739565307Emergency assistance calling for voice over IP communications systems
749565302Automatic contextual media recording and processing utilizing speech analytics
759565296Call event tagging and call recording stitching for contact center call recordings
769560203System and method for providing customer support on a user interface
779560202Automatic contact center administration updates based on acceptance of a broadcast request
789560201Personalizing communications services using environmental data
799560199Voice response processing
809558461Task assignments to workers
819554401Method and apparatuses for multimedia priority service
829554251User terminal with improved feedback possibilities
839553997Toll-free telecommunications management platform
849553990Recommended roster based on customer relationship management data
859553987Using a speech analytics system to control pre-recorded scripts for debt collection calls
869553978Application triggered media control in call centers
879553977System and method for automated adaptation and improvement of speaker authentication in a voice biometric system environment
889553842Method and apparatus of processing social networking-based user input information
899553755Method for implementing and executing communication center routing strategies represented in extensible markup language
909549069System and method for generating a call report
919549068Methods for adaptive voice interaction
929549067Disaster relief event call flagging
939548883Support incident routing
949547977Systems and methods for automated personal emergency responses
959544438Compliance management of recorded audio using speech analytics
969544435System and method for real-time geographical call display of automatic call distributor calls
979544434Method and system for a scalable computer-telephony integration system
989544433Managing interactive communications campaigns using a hold queue
999544432Dynamic connection distributor
1009544429Solutions for voice over internet protocol (VoIP) 911 location services
1019544260Rapid assignment dynamic ownership queue
1029544251System and method for automated chat testing
1039542856Method and system for learning call analysis
1049542657Method and system for optimizing contact center performance
1059542382Call flow and discourse analysis
1069542074Method and apparatus for enhancing an interactive voice response (IVR) system
1079538354Mobile communication system, mobile station, call control device, and mobile communication method
1089538010Method and system for integrating an interaction management system with a business rules management system
1099538009Accurate dispositioning of a telephone call by reconciliating cause codes with in-band audio information
1109538008Distress analysis of mono-recording system and methods
1119538007Customer relationship management system based on electronic conversations
1129538006Emergency mobile notification handling
1139538002Repeat contact engine
1149537993Identifying recorded call data segments of interest
1159537924Interaction management system and methods of use
1169537588Receiving an emergency alert message via a broadcast data channel

2016

1179532209Customer care mobile application
1189531886Routing tree enhancements based on real time performance statistics
1199531881Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
1209531880Optimization in workforce management using work assignment engine data
1219531879Networked contact center user interface approach
1229531878System and method for access number distribution in a contact center
1239531877Pacing outbound communications that generate inbound communications
1249531876Contact center replay
1259531875Using graphical text analysis to facilitate communication between customers and customer service representatives
1269530400System and method for compressed domain language identification
1279530139Evaluation of voice communications
1289530116Finite state machine-based call manager for web-based call interaction
1299529651Apparatus and method for executing agent
1309529635Systems and methods for configuring and launching automated services to a remote device
1319525777System and method for managing a communication session
1329525776System and method for managing enterprise communications
1339525775Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application
1349525717System for and methods of providing computer telephony integration service oriented architecture
1359525640System and method for controlling lifespan of interaction requests
1369524732Communication support device and communication support method
1379524717System, method, and computer program for integrating voice-to-text capability into call systems
1389521259System and method for establishing voice and data connection
1399521258Real-time call center call monitoring and analysis
1409521257Dialing telephone numbers in a contact center based on a dial-type indicator
1419521256Dialing a telephone number subject to an autodialer prohibition in a contact center
1429521240System and method for delivering text messages to call centers
1439521207Unified integration management--contact center portal
1449516265System for integrating video calls in telephone call centers
1459516171Personal desktop router
1469516167Media channel management apparatus for network communications sessions
1479516166Chemical suicide protocol for emergency response
1489516126Call center call-back push notifications
1499514618Signaling system, signaling method, and server
1509510175Method and system for obtaining emergency caller location
1519509845System and method for pairing agents and callers within a call center
1529509844System and method for indexing automated telephone systems
1539509843Method and system for use in alerting owners to property occurrences
1549509842Collaborative and distributed emergency multimedia data management
1559509424Communication terminal and information providing method
1569503680System for optimizing the monetization of outgoing video sessions of a contact center
1579503584Secure data entry system
1589503581System and method for web-based real time communication with contact centers
1599503580Computing device assistance for phone based customer service representative interaction
1609503579Identification of non-compliant interactions
1619503578Script logic viewing
1629503574System and method for selecting call recordings for storage
1639503571Systems, methods, and media for determining fraud patterns and creating fraud behavioral models
1649503349Complex interaction recording
1659503217System and method for releasing media streams from a communication server
1669497323System and method for call distribution
1679495963Script compliance and agent feedback
1689491605Text messaging for emergency response
1699491307System and method for establishing pre-stored emergency messages
1709491294System and method for marketing attribution in an enterprise
1719491293Speech analytics: conversation timing and adjustment
1729491292Methods and systems for storage and retrieval of originating caller location information in an emergency services system
1739491282End-to-end call tracing
1749491204Multimedia routing system for securing third party participation in call consultation or call transfer of a call in progress
1759489815Apparatus for use in a fall detector or fall detection system, and a method of operating the same
1769485359Recording user communications
1779485358Information acquisition method, device, and system
1789485357Splitting a call for an emergent event into multiple devices using data channels
1799484035System and method for distributed speech recognition
1809484026System and method for analyzing and classifying calls without transcription via keyword spotting
1819480087Method and apparatus for public safety answering point (PSAP) discreet alert system
1829479644Customer service call processing and support agent access application
1839479642Enhanced quality monitoring
1849479641System and method for routing a communication utilizing scoring
1859473638Systems and methods for providing access to available agent
1869473637Learning generation templates from dialog transcripts
1879473636Method for optimizing customer support in the activation of access control devices or payment devices
1889473635Method and system for managing interactive communications campaigns
1899473634Management system for using speech analytics to enhance contact center agent conformance
1909473633History management apparatus, history management method and history management program
1919473632System and method to improve self-service experience and optimize contact center resources
1929471638Query response device
1939468040Multi-channel delivery platform
1949467837Method and apparatus for non-voice emergency services
1959467566System and method for maximizing efficiency of call transfer speed
1969467565Supervisory communication system
1979467564Methods and systems for partially updating a web page using an embedded iFrame
1989467559Special emergency call treatment based on the caller
1999462534System and method for routing a special number call from a calling unit to an answering point
2009462435System and methods for integrating short message service messaging with contact center applications
2019462128Customer service controller
2029462127Matching using agent/caller sensitivity to performance
2039462126Tracking individuals using voice verification
2049462125Identification of public safety answering platform next generation 911 media support
2059459841Automated call center software build generator
2069456324Interactive display response system
2079456085Managing contact attempts to an account in a contact center
2089456084Method and system for managing interactive communications campaigns with text messaging
2099456083Configuring contact center components for real time speech analytics
2109456076Handling audio path failure and poor quality of service for voice calls in a contact center
2119456075Codec sequence detection
2129451091Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
2139451090System and method for performance-based routing of interactions in a contact center
2149451089Calling center system and calling processing method thereof
2159451088System and method for client interaction application integration
2169451087Agent matching based on video analysis of customer presentation
2179451086Complex recording trigger
2189451085Social media provocateur detection and mitigation
2199444940Pseudo agent matching
2209444939Treatment processing of a plurality of streaming voice signals for determination of a responsive action thereto
2219444938Multiple interaction live monitoring
2229444937Systems and methods to determine quality of services provided over real-time communication connections
2239444936Interaction request processing according to client pre-configured schedule
2249444857Systems and methods for implementing instant social image cobrowsing through the cloud
2259439011Wearable speaker user detection
2269438736Limiting contact in a networked contact center environment
2279438733Methods and systems for data transfer and campaign management
2289438732Cross-lingual seeding of sentiment
2299438731Emergency 9-1-1 portal and application
2309432827Determination of non-voice emergency service availability
2319432512Cloud agent realizing method and system, and cloud agent server
2329432511Method and system of searching for communications for playback or analysis
2339432510Method and apparatus of analyzing customer call data to monitor customer call behavior
2349432509Contact center recording service
2359432504Central call platform
2369432388System and method for recording and monitoring communications using a media server
2379426633System and method for treating a special number service request message sent to a special number service answering position using a multi-media messaging service format
2389426304Answering or releasing emergency calls from a map display for an emergency services platform
2399426296Systems and methods for routing callers to an agent in a contact center
2409426295Method and device for distributing mobile attendant call
2419426292Call center anxiety feedback processor (CAFP) for biomarker based case assignment
2429426291Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
2439426289Techniques for topical customer service menu reconfiguration based on social media
2449426281Automatic calling list scheduler
2459425980Intelligent household system based on call centre and implementation method thereof
2469420440Calling methods and devices
2479420104Systems and methods for an omni-channel routing broker
2489420103Customer service call processing and support agent access application
2499420102Providing compliance enforcement for manually dialed wireless numbers in a contact center
2509420101System for facilitating loosely configured service worker groups in a dynamic call center environment
2519420100Next best action method and system
2529420099Merging multiple emergency calls and information therefrom at emergency systems
2539420020Target content video delivery
2549414213Communications via a media content device
2559414211Performance center mobile supervisor application
2569413894Systems and methods for routing callers to an agent in a contact center
2579413892Distributed hardware/software system for managing agent status in a communication center
2589413891Real-time conversational analytics facility
2599413890Systems and methods for monitoring and prioritizing metrics with dynamic work issue reassignment
2609413889House number normalization for master street address guide (MSAG) address matching
2619413881Identifying recorded call data segments of interest
2629413878Recording invocation of communication sessions
2639413877Method and system for automatic call tracking and analysis
2649413617Method and system for remote control between mobile devices
2659407768Methods and system for analyzing multichannel electronic communication data
2669407767Systems and methods for tracking calls responsive to advertisements using back channel messaging and data channel communications
2679407764Systems and methods for presenting end to end calls and associated information
2689407758Using a speech analytics system to control a secure audio bridge during a payment transaction
2699401993Automatic language selection for interactive voice response system
2709401991System and method to diagnose and improve representative and organizational performance
2719401990System and method for real-time customized agent training
2729401989Work assignment with bot agents
2739401988Facilitating context delivery during communication sessions
2749401986Unique global identifier header for minimizing prank emergency 911 calls
2759398460Mobile phone-based system for on-demand security primarily via non-voice communication
2769398158System and method for managing traffic bursts for a plurality of tenants
2779398157Optimized predictive routing and methods
2789398156Computer implemented methods and apparatus for managing agent workload in a customer service environment
2799398153IP based automatic response service system and method for electronic device
2809398152Using business rules for determining presence
2819398151System and method for handling special number calls conveyed to a predetermined destination
2829398148Calling party number selection for outbound calls
2839396645Systems and methods for automated personal emergency responses
2849396179Methods and systems for acquiring user related information using natural language processing techniques
2859392438Method and apparatus to manage user/device profiles for public safety applications
2869392118System and method to provide a response to an inquiry
2879392116System and method for customer experience management
2889392114Systems and method for call center agent performance improvement driven by call reason norms
2899392113System and method for automated chat testing
2909392112Flow designer for contact centers
2919392111Reduction of on-hold call bandwidth consumption
2929392110Facilitating interoperability among communication systems via inter- and intra-agency communications using a shared network
2939392108Computer-implemented system and method for efficiently reducing transcription error during a call
2949392100Emergency assistance requesting device
2959391879Mixed media call routing
2969391668Method and apparatus for reducing the power of a signal electromagnetically coupled from a PLC medium to a DSL medium
2979390615Emergency alert for voice over internet protocol (VoIP)
2989386154System, method and software program for enabling communications between customer service agents and users of communication devices
2999386153Identifying information resources for contact center agents based on analytics
3009386152Intelligent automated agent and interactive voice response for a contact center
3019386144Real-time customer feedback
3029384446Recursive adaptive interaction management system
3039380608Enhanced emergency call mobility support
3049380440Method to implement E911 services in IMS (IP multimedia subsystem)
3059380162Graphical user interface and method for testing and visually representing telephony state
3069380160Systems and methods to customize interactive voice response (IVR) prompts based on information about a caller
3079380153Adaptive system with call center and trusted network
3089378475Apparatus and method for call center service level prediction and action
3099374467Collaboration system and method
3109374466System and methods for predicting future agent readiness for handling an interaction in a call center
3119374465Multi-channel and multi-modal language interpretation system utilizing a gated or non-gated configuration
3129374393System and method for dynamic call-progress analysis and call processing
3139369591System and method for correlating user call response to electronic messages
3149369580System and method to detect and correct IP phone mismatch in a contact center
3159369579Personalized interactive voice response system
3169369578Personal identification and interactive device for internet-based text and video communication services
3179369577Transparent voice registration and verification method and system
3189363657Method and system for obtaining emergency caller location
3199363646Receiving a service in a vehicle based on location data of a mobile device within the vehicle
3209363377System and method for optimizing agent login in a contact center
3219363376Methods, systems, and products for routing communications
3229363375Interaction using content
3239363374Using a speech analytics system to control pre-recorded scripts for debt collection calls
3249363373Providing to a public-safety answering point emergency information associated with an emergency call
3259363369Systems and methods of recording solution interface
3269363368Configurable call recording policy
3279363367Using automatically collected device problem information to route and guide users' requests
3289361657System and method for quickly obtaining medical information
3299361468Method and system for granting access to secure data
3309357073Method and system for routing messages and connecting users associated with live-connected content
3319357072Dialed string matching and call cost minimization in dial plan
3329357071Method and system for analyzing a communication by applying a behavioral model thereto
3339357070Recovery of established emergency calls
3349357069System for indicating priority levels for transaction and task engagement in a call center
3359357068System and method for prompt modification based on caller hang ups in IVRs
3369357066Increasing contact center efficiency via multi-cast and multi-item presentation
3379357058Contact center anti-fraud monitoring, detection and prevention solution
3389357047Method and system for a multitenancy telephone network
3399356897Systems and methods for a provider initialized real-time chat based on detection of a pattern
3409351640Personal emergency response (PER) system
3419350873Methods and systems for automatically providing an emergency service call handler with context specific emergency service protocols
3429350866Using a speech analytics system to offer callbacks
3439350865Method 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
3449350864Method and system for specifying and processing telephony sessions
3459350863Method and apparatus for analyzing leakage from chat to voice
3469350862System and method for processing speech
3479350861Using location based services for determining a calling window
3489350857911 call assistance for assisted device user
3499350808Method for routing transactions between internal and external partners in a communication center
3509348944Remote computer diagnostic system and method
3519348814System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction
3529345052Method and system for allowing incoming emergency communications on a disabled device
3539344573System and method for a work distribution service
3549344572Systems and methods for state information exchange
3559344571Call processing method and control apparatus, automatic call distribution apparatus, and agent terminal
3569344570Managing interactive communications campaigns with customer recovery
3579344569System and method for addition and removal of servers in server cluster
3589344568System for communication routing
3599344567Intelligent interactive voice response system for processing customer communications
3609344556System and method for automated voice quality testing
3619338303Wireless enterprise congestion management
3629338299Distributed constraint-based omptimized routing of interactions
3639338297Setup application for generating custom code
3649338296System and method for driving a virtual view of agents in a contact center
3659336778Method and system for using conversational biometrics and speaker identification/verification to filter voice streams
3669336675Methods and systems for presenting prioritized incident content
3679336526Method for providing support using answer engine and dialog rules
3689332124Call routing to subject matter specialist for network page topic
3699332123Real-time feedback of survey results
3709332122System and method for identifying E-911 calls and notifying family members/friends of the caller
3719325849Customer service routing
3729325847System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
3739325846Systems and methods for routing cross-channel calls
3749325845Method and apparatus for diverting callers to Web sessions
3759325844System and method for monitoring health of deployment states for a contact center
3769325843Real-time monitoring of agent adherence
3779319859System and method for text messaging for emergency response
3789319525Best time to call parties having multiple contacts
3799319524Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application
3809319523Methods and apparatus for providing expanded telecommunications service
3819319517System and method for providing services in communication network
3829313676Systems and methods for predictive analysis of technical support issues
3839313331Systems and methods of introducing beneficial communication latency in contact handling systems
3849313312Speech recognition method of and system for determining the status of an answered telephone during the course of an outbound telephone call
3859307091Method and apparatus for the secure storage of audio signals
3869307088Networked contact center
3879307087Server for providing enhanced services to contact center agents
3889307086Managing interactive communications campaigns with reduced customer-to-agent connection latency
3899307085System, method, and computer program for predicting at least one reason for a current call received from a customer
3909307084Protecting sensitive information provided by a party to a contact center
3919307083Systems and methods of parallel media communication in contact handling systems
3929307082Enhancing communication sessions with customer relationship management information
3939307081Teletypewriter (TTY) for communicating pre-stored emergency messages to public safety answering points (PSAPs)
3949307078Index of suspicion determination for communications request
3959305299System, method, and computer program for proactively identifying and addressing customer needs
3969302677Methods for providing operator support utilizing a vehicle telematics service system
3979301128Call intercept methods, such as for customer self-support on a mobile device
3989301119Method and apparatus for providing emergency information
3999300801Personality analysis of mono-recording system and methods
4009300800Aural volume feedback in call center
4019300799Method, apparatus, and computer-readable medium for aiding emergency response
4029299343Contact center speech analytics system having multiple speech analytics engines
4039294625Limiting contact in a networked contact center environment
4049294624System and method for client interaction application integration
4059294623Systems and methods for self-service automated dial-out and call-in surveys
4069294618Call-back to a UE that has made an emergency call via a visited IMS network
4079294615System and method for handling call recording failures for a contact center
4089294436Method, system and apparatus for verifying validity of location information in a packet-based network
4099292861Methods and systems for routing calls
4109288329Remote call control
4119288325Systems and methods for routing callers to an agent in a contact center
4129288324Call center call-back push notifications
4139288323Computer-implemented system and method for simultaneously processing multiple call sessions
4149288322Call center system with redundant components and method of operation thereof
4159288318Inbound call screening for particular accounts
4169288314Call evaluation device and call evaluation method
4179282187Internet protocol based 911 system
4189277055Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
4199277054Apparatus and method for integrating computer-telephony and search technology
4209277052Pre-call recording
4219277048Method and apparatus for network-intelligence-determined identity or persona
4229270827Dynamic management and redistribution of contact center media traffic
4239270825Non-contact stress assessment devices
4249270824Emergency 9-1-1 portal and application
4259270823Method of notifying a party of an emergency
4269270822Protecting privacy of a customer and an agent using face recognition in a video contact center environment
4279270811Visual options for audio menu
4289269069Apparatus and method for displaying selectable icons in a toolbar for a user interface
4299264545Computer-implemented system and method for automating call center phone calls
4309264544Automated attendant multimedia session
4319264537Special emergency call treatment based on the caller
4329264325Voice optimization in a network having voice over internet protocol communication devices
4339258425Method and system for speaker verification
4349258424Prioritize contact numbers of customers in real time
4359258423Contextual lead generation in an automated communication link establishment and management system
4369258422Computer telephony integration complete healthcare contact center
4379258421Speech analytics: conversation timing and adjustment
4389258420Software-based operator switchboard
4399258419System and method for managing emergency calls
4409258414Computer-implemented system and method for facilitating agent-customer calls
4419257117Speech analytics with adaptive filtering
4429256726Call center customer service kiosk
4439253325Online technical support management
4449253324Providing agent availability for an outdial application
4459253320Implementing a network of intelligent virtual service agents to provide personalized automated responses
4469253139Method and apparatus of processing social networking-based user input information
4479247070Method of operating a contact center
4489247065Connection routing system
4499247064Tiered call routing
4509247062System and method for queuing a communication session
4519247061Answer based agent routing and display method
4529247060Call control for web calls
4539247059Priority token-based interactive voice response server
4549247058Dynamic connection distributor
4559247057System and method for providing proactive service assurance in emergency networks
4569247056Identifying contact center agents based upon biometric characteristics of an agent's speech
4579241070Providing compliance enforcement for manually dialed wireless numbers in a contact center using callback functionality
4589241069Emergency greeting override by system administrator or routing to contact center
4599237431Method and apparatus for extended emergency service
4609237242Roadside and emergency assistance system
4619237235Call queuing for location-aware mobile devices
4629237234System and method for modifying parameters in a contact center
4639237233System and method for providing sales and marketing acceleration and effectiveness
4649237229Call authorization feature
4659237228Solutions for voice over internet protocol (VoIP) 911 location services
4669232065Group pseudo-profiles for online sessions
4679232064Contact center agent training trajectory
4689232063Call flow and discourse analysis
4699232062Mobile automatic location identification (ALI) for first responders
4709232061Method of providing 911 service to a private branch exchange
4719232060Management of contact lists

2015

4729225841Method and system for selecting and navigating to call examples for playback or analysis
4739225835Call center services system and method
4749225834Contact center skills modeling using customer relationship management (CRM) incident categorization structure
4759225833Management system for using speech analytics to enhance contact center agent conformance
4769225832Networked contact center user interface
4779224389System and method for performing distributed speech recognition
4789224147Customer service management system
4799220002Apparatus and methods for transmission of emergency call data over wireless networks
4809219819Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment
4819219818Followup of customer service agents
4829219817Method and system for managing interactive communications campaigns
4839218432Personnel crisis communication management system
4849218128Method and system for training users to utilize multimodal user interfaces
4859215324Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
4869215323Selective mapping of callers in a call center routing system
4879214975Intelligibility of overlapping audio
4889214001Automatic contact center agent assistant
4899210274System and method of transferring information between contact centers
4909210266System and method for web-based real time communication with optimized transcoding
4919210265Exploring multiple contact channels to determine potential for reaching customers
4929210264System and method for live voice and voicemail detection
4939210263Audio archive generation and presentation
4949210262Using a speech analytics system to control pre-recorded scripts for debt collection calls
4959204796Personal emergency response (PER) system
4969203971Method and apparatus for establishing communications with a remote node on a switched network based on hypertext calling received from a packet network
4979203964Providing compliance enforcement for manually dialed wireless numbers in a contact center
4989203963System and method for real-time geographical call display of automatic call distributor calls
4999203962Systems, methods, and media for determining fraud patterns and creating fraud behavioral models
5009197751Rules-based compliance system
5019197750Method for automated handling of outbound contacts requiring assured connection to a live agent
5029197599Integrated business system for web based telecommunications management
5039191615Chat window
5049191520Location services gateway server
5059191515Mass-scale, user-independent, device-independent voice messaging system
5069191512Sending callback text messages from a contact center
5079191511Agent override of a call answering outcome determination of an outbound call in a contact center
5089191510Methods and system for analyzing multichannel electronic communication data
5099191485Patient communication and monitoring method and system
5109189790Customer service controller
5119185342Systems and methods for implementing instant social image cobrowsing through the cloud
5129185238System and method for scheduling, establishing and maintaining an open communication channel with an advisor
5139185224Method and system for managing interactive communications campaigns with call pacing
5149185223Real time feedback of script logic
5159185221Systems and methods for providing access to available agent
5169185220Distributed event delivery
5179185219Recording user communications
5189185218System and method for highly assured delivery of an important segment of an automated call
5199185217Emergency mobile notification handling
5209185216System and method for indicating emergency call back to user equipment
5219185214Method and apparatus for providing enhanced communications
5229185209Call-details recording device and call-details recording method
5239179280System and method for providing location information to a public safety answering point during an emergency 911 call from a WiFi handset
5249178999Contact center monitoring
5259178998System and method for recording calls in a WebRTC contact center
5269178997System and method for simulating virtual queuing of calls
5279178996Unique global identifier header for minimizing prank 911 calls
5289178995Systems and methods for event and incident reporting and management
5299178994Methods for providing self-support services using information from a viral source
5309178989Call event tagging and call recording stitching for contact center call recordings
5319178974Transaction security method and system
5329177012Maintenance of subscriber history for service support applications in an IP-based telecommunications system
5339173070Receiving an emergency alert message via a broadcast data channel
5349172810System and method for calculating context-aware estimated wait time for customers
5359172808Systems and methods for identifying a caller
5369172806Method for providing support services using consumer selected specialists and specialist ratings
5379172805Edge injected speech in call centers
5389172804Method of distributed aggregation in a call center
5399172797Audio recording apparatus, audio recording method and audio recording program
5409172793Method and apparatus for correlating a phone call with a display
5419172690Apparatus and methods for multi-mode asynchronous communication
5429171322Methods and systems for routing calls in a marketing campaign
5439167095Call center agent management
5449167094System and method for assisting agents of a contact center
5459167093System and method for real-time process management
5469167092Method and apparatus of analyzing customer call data to monitor customer call behavior
5479167091Bidirectional remote user interface for HMI/SCADA using interactive voice phone calls
5489167090Public safety answering point language detection
5499165127Working machine, data communcation system for working machine, operation system for working machine, and setting change system for working machine
5509161197Emergency call processing method and related apparatus and system
5519161196Apparatus and method for secure private location information transfer
5529160861Managing held telephone calls at the call-forwarding system
5539160858Routing of work in an enterprise based upon social information associated with enterprise agents and clients
5549160857Method for the operation of a system and system for the administration of calls to a call center
5559160855System and method for call and data matching in a contact center
5569160854Reviewing call checkpoints in agent call recordings in a contact center
5579160853Dynamic display of real time speech analytics agent alert indications in a contact center
5589160852Real-time call center call monitoring and analysis
5599160851System, method, and computer program product for lead management
5609160850Method and system for informing customer service agent of details of user's interaction with voice-based knowledge retrieval system
5619160841Device and method for detecting absence of a POTS splitter in a digital subscriber line
5629159054System and method for providing guidance to persuade a caller
5639154932Method for establishment of an emergency call
5649154626Secret transfers in contact centers
5659154625System for communication routing
5669154624Call processing and subscriber registration systems and methods
5679154623Using a speech analytics system to control recording contact center calls in various contexts
5689154562Systems, methods, and media for connecting emergency communications
5699154529System to deploy a disaster-proof geographically-distributed call center
5709154315System and method for monetizing switching of web service messages
5719148771Method to provide context-aware linkage between NG9-1-1 SMS and public safety incident
5729148770Identification of static position witnesses to a PSAP emergency
5739148522Methods, systems, and computer readable media for determining policy information associated with an emergency call
5749148511Methods and systems for assessing the efficiency of call center operations
5759148509Systems, methods, and computer-readable medium for tracking, reconciling, and reporting on DTMF data and voice data communicated between call centers and users
5769148506Method and system for processing application logs
5779148457Establishing a communication session
5789143896Systems and methods for providing a distributed mobile call center for a service establishment
5799143726Video media server for realizing video intercommunication gateway function and video intercommunication method
5809143616System and method for managing traffic bursts on a per tenant basis
5819143615System and method for providing call-back options
5829143614System and method for client interaction application integration
5839143600Single button mobile telephone using server-based call routing
5849143594Mass deployment of communication headset systems
5859137383Systems, apparatus, and methods for collaborative and distributed emergency multimedia data management
5869137373Real-time predictive routing
5879137372Real-time predictive routing
5889137370Call center input/output agent utilization arbitration system
5899137368Cloud computing call centers
5909137367Systems and methods for representative credit predicated upon relationship development
5919137366Maintaining a work schedule
5929137365Systems and methods of serial media communication in contact handling systems
5939137364Methodologies for implementing smart control of vehicle charging
5949137345Apparatus and method for audio data processing
5959137184System and method for automated chat testing
5969137183System and method for automated chat testing
5979131053Method and system for improving call-participant behavior through game mechanics
5989131052Script compliance and agent feedback
5999131049Multi-channel end-to-end hosted call recording system for IVR-call center analytics
6009130895Automatic integrated escalation in a unified messaging system
6019129265Call efficiency indicator
6029125039Enhanced E911 network access for a call center using session initiation protocol (SIP) messaging
6039124700System and method for unified calling
6049124698Virtual calling modes
6059124697System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time
6069124696Customer-enabled evaluation and control of communication center agent contact
6079123009Equitable shift rotation and efficient assignment mechanisms for contact center agents
6089118764Method and system to determine and employ best contact opportunity
6099118763Real time feedback proxy
6109118762System and methods for selecting a dialing strategy for placing an outbound call
6119118761Computing device assistance for phone based customer service representative interaction
6129118760Systems and methods for coordinated voice and data communications
6139118759Customer service analysis
6149118751System and method for analyzing and classifying calls without transcription
6159118624Distributed hardware/software system for managing agent status in a communication center
6169116980System, method, and computer program for determining a set of categories based on textual input
6179113030Multimedia-enhanced emergency call systems
6189112996Emergency 9-1-1 portal and application
6199112975System and method for web-based real time communication with contact centers
6209112974Checkpoint widget for indicating checkpoint status information to an agent in a contact center
6219112973System and method to diagnose and improve representative and organizational performance
6229112972System and method for processing speech
6239112971Method and system for simultaneously managing a plurality of simulated real-time conversations
6249112952Correlating information between internet and call center environments
6259112950Method and system for providing communication control functionality at a remotely located site using a distributed feature architecture
6269106749Virtual call center manager
6279106747Call routing to subject matter specialist for network page
6289106746System and method for controlling calls for contact centers
6299106741Audio recording apparatus, audio recording method and audio recording program
6309106736Multiple interaction live monitoring
6319106724Communication aggregation
6329105268Method and apparatus for predicting intent in IVR using natural language queries
6339105057System and method for correlating user call response to electronic messages
6349100804Proactive diagnostics
6359100484Secure call environment
6369100483Properly ascertaining shift-related work deficiencies of contact center agents
6379100482Mobile monitoring for supervisors
6389100481System and method for managing a contact center
6399100480Adjustment of contact routing decisions to reward agent behavior
6409100479Answering machine detection
6419100057Radio transceiver control and monitoring by a wireless device
6429094517Method and apparatus for segmenting work in a contact center
6439094515Method and apparatus for using a search engine advantageously within a contact center system
6449094514Aural volume feedback in call center
6459094513Outbound pacing mechanism for IVR
6469094512Determining appropriate course for representative working to recover payment in arrears
6479094506Systems and methods to connect members of a social network for real time communication
6489092803System and method to initiate a mobile data communication utilizing a trigger system
6499092733Recursive adaptive interaction management system
6509088657System and method of automated order status retrieval
6519088656System and method for access number distribution in a contact center
6529088655Automated response system
6539088654Communication disposition determination for unified recovery system for payments in arrears
6549088653Adaptive system with call center and trusted network
6559088650Predictive dialing based on simulation
6569088649Systems and methods for customer contact
6579088537Apparatus and method for executing agent
6589088423System and method for facilitating on call privileges over a digital network
6599084097Interactive display response system
6609083803Systems and methods for allocation of telephony resources on-demand
6619083802Method and system for integrating an interaction management system with a business rules management system
6629083801Methods and system for analyzing multichannel electronic communication data
6639083800Agent-centric processing of prioritized outbound contact lists
6649083799Workflow management in contact centers
6659083796Technique for assisting a user with information and customer services at a call center
6669082094Equitable shift rotation and efficient assignment mechanisms for contact center agents
6679077805System for communication routing
6689077804Interaction management
6699077803System for facilitating loosely configured service worker groups in a dynamic call center environment
6709077802Automated response system
6719077786Graphical phone menu systems, methods and articles
6729077547System and method for securely transmitting data via an electronic marketplace
6739072074Method and apparatus for determining the location of a terminal adaptor
6749071946Provision of text messages to emergency call takers
6759071688Method and system for managing interactive communications campaigns with call pacing
6769071687Outbound time window indicators
6779071684Media forking
6789071459Methods and systems for establishing electronic communications in a hosted VoIP PBX using two tiered load balancing
6799065915Sending callback text messages from a contact center
6809065912Conveying textual content from interactive systems to IP clients
6819065907History management apparatus, history management method and history management program
6829065830Network recording and speech analytics system and method
6839060254Method and system for managing interactive communications campaigns with text messaging
6849060076Methods and systems for managing a call session
6859060063Method and system to connect consumers to information
6869060062Clustering and classification of recent customer support inquiries
6879060061System and method for prompt modification based on caller hang ups in IVRs
6889060058History management apparatus, history management method and history management program
6899060053Mitigating denial of service attacks on call centers
6909055150Skills based routing in a standards based contact center using a presence server and expertise specific watchers
6919055148Method and apparatus for analyzing leakage from chat to voice
6929053707Evaluation of voice communications
6939053485Security monitoring system with image comparison of monitored location
6949049309Cloud based contact center platform powered by individual multi-party conference rooms
6959008288System and method for supporting self service and associated agent-assisted service call routing
6968995646System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller
6978929536Multi-channel pivoting

2014

6988838081Mobile device applications for computer-telephony systems
6998774392System and method for processing calls in a call center
7008762858Display of real time information for selected possibilities
7018681971Intelligent interactive call handling
7028649498Network architecture for hosting voice services

2012

7038239252Fleet management system
7048239251Fleet management system
7058155959Dialog system for human agent to correct abnormal output

2011

7068060400Fleet management system
7077940914Detecting emotion in voice signals in a call center
7087908166System and method to quantify consumer preferences using attributes

2010

7097848947Performance management system
7107822633Public sector value model
7117818203Method for scoring customer loyalty and satisfaction
7127778865Distributional assessment system
7137716571Multidimensional scorecard header definition
7147693743Method and system for collecting, processing and presenting evaluations
7157672881Fee allocator system and method
7167672845Method and system for keyword detection using voice-recognition
7177654456Method and system for managing supplies and performance in a collision center

2009

7187613627Computer-implemented method and system for collecting and communicating inspection information for a mechanism
7197587606Emergency web keys
7207571111Computer system for monitoring actual performance to standards in real time
7217564962Providing user information and control over a contact within a contact centre
7227523042Process and system for enhancing medical patient care

2008

7237451108Method and system for measuring trade management performance
7247424718Method and system for presenting events associated with recorded data exchanged between a server and a user
7257424715Method and system for presenting events associated with recorded data exchanged between a server and a user
7267398217Methods and systems for healthcare practice management
7277395231Fee allocator system and method
7287386468System and method for resource reduction receipt log and audit trail
7297386467Apparatus and method of maintaining and improving agent performance
7307346541System, method and computer readable medium for acquiring and analyzing personal history information

2007

7317190692Embedded WEB phone module

2006

7327092893Control of liquid production of air separation plant network
7337082404System and method for improved matrix management of personnel planning factors
7347065496System for managing equipment, services and service provider agreements
7357024372Personnel valuation program
7367003477Certification method for manufacturing process

2005

7376968368Streaming announcements to agents of an ACD
7386965865System and method for integrated customer management
7396965669Method for processing calls in a call center with automatic answering
7406959081Expert hold queue management
7416959079Telephone call monitoring system
7426958994Call transfer using session initiation protocol (SIP)
7436954529Recordal of call results in a predictive dialing application
7446950499Method of providing 911 service to a private branch exchange
7456947543Computer-telephony integration that uses features of an automatic call distribution system
7466947539Automated call routing
7476947526Systems and methods for monitoring audio
7486944281Outbound call center
7496940963Methods and apparatus for automatically determining a call service request
7506937706System and method for data recording
7516937702Method, apparatus, and computer readable media for minimizing the risk of fraudulent access to call center resources
7526934379Multiple client remote agent network method
7536934277Internet web site with audio interconnect and automatic call distributor
7546931119Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application
7556931112User invoked directed outdial method and apparatus
7566928157System and method for automated customer calling
7576928155Process for including functions of an automatic call distributor system in an interactive voice response system
7586925607Method for consolidation of multiple data sources
7596925166Method and apparatus for generating automatic greetings in a call center
7606925162Method and system for negotiated call forwarding
7616922683CTI server and program recording medium
7626920441Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center
7636920216Automatic call distribution with computer telephony interface enablement
7646920204Thundercall, the call before the storm
7656914975Interactive dialog-based training method
7666914974Communication arrangement
7676914899Caller identification and voice/data synchronization for internet telephony and related applications
7686912278Call management implemented using call routing engine
7696912271Personalized recorded message via message delivery system
7706910187Graphical user interface for procuring telecommunications services on-line
7716910072Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
7726910005Recording apparatus including quality test and feedback features for recording speech information to a subsequent off-line speech recognition
7736907012Method and system for providing communication control functionality at a remotely located site using a distributed feature architecture
7746898435Method of processing and billing work orders
7756885744Method of providing background and video patterns
7766882724System and method for providing call statistics in real time
7776882723Apparatus and method for quantifying an automation benefit of an automated response system
7786879819Control and messaging during emergency calls
7796879685Apparatus and method for analyzing routing of calls in an automated response system
7806879684Method of transmitting data to members of an operator service
7816879674System and method for providing an automatic telephone call back to a telephone line being used to access a computer network
7826879586Internet protocol call-in centers and establishing remote agents
7836876740Method for transmitting information between a switching center and a communications terminal
7846874119Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center
7856871212Method and apparatus for processing a telephone call
7866870926Method of optimizing call center resources based upon statistics
7876870925Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system
7886870912System and method for storing and transferring information tokens in a low network communication
7896868153Customer touch-point scoring system
7906868152Retrieval of data related to a call center
7916868151Method and device for increasing the fail safety of information desks connected to exchanges
7926865267Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set
7936865258Method and system for enhanced transcription
7946856679System and method to provide automated scripting for customer service representatives
7956856678Method for updating call redirection destinations in a communication network
7966853710Telephone call messaging device
7976850949System and method for generating a dynamic interface via a communications network
7986850615Method and system for providing information to an external user regarding the availability of an agent
7996850614Method for providing consolidated specification and handling of multimedia call prompts
8006850612End user automatic call distributor network control
8016850602Method and apparatus for answering machine detection in automatic dialing
8026847715Method and system for informing callers within a queue
8036847711Method for evaluating customer call center system designs

2004

8046831966Multi-tenant, multi-media call center services platform system
8056829350Method for operating a global, virtual call center
8066829349System and method for monitoring and routing incoming calls
8076829348System for customer contact information management and methods for using same
8086829334System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with telephone-based service utilization and control
8096826745System and method for smart scripting call centers and configuration thereof
8106826194Method for serving IP users by graphically-based interaction to agents of a call center
8116823384Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
8126823054Apparatus and method for analyzing an automated response system
8136822945Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
8146819758Method, system, and computer-readable media for performing speech recognition of indicator tones
8156819757Information transfer to a call agent using a portal system
8166819756METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A CRITICAL TRANSACTION WHILE CONNECTED TO THE IVR
8176819755Methods and apparatus for controlling call handling in a communications network
8186816733Tracking agent call processing locations in connection with an automatic call distribution system
8196816727Technique for continually providing directional assistance over a communication network to a user
8206816579Method and system for releasing a voice response unit from a protocol session
8216813349Communication of user data to an automatic call distributor agent
8226807274Call routing from manual to automated dialog of interactive voice response system
8236807269Call management implemented using call routing engine
8246807260Telephone line management and environmental information monitoring system
8256807257Computer, internet and telecommunications based network
8266804345Virtual contact center with flexible staffing control
8276804332Network based knowledgeable assistant
8286804331Method, apparatus, and computer readable media for minimizing the risk of fraudulent receipt of telephone calls
8296801928Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network
8306801619Device and system to facilitate remote customer-service
8316801618System and method for implementing recording plans using a session manager
8326801520Queue prioritization based on competitive user input
8336798877Enhanced end user automatic call distributor control
8346798771Call setup gateway for telecommunications system
8356798766Network transfer system
8366792102Matching routed call to agent workstation
8376792082Voice mail system with personal assistant provisioning
8386788932Data communication system utilizing a cellular phone
8396788931Directory assistance method and apparatus
8406788781Emergency call load management for call centers
8416788779Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center
8426788768System and method for real-time, personalized, dynamic, interactive voice services for book-related information
8436785380Network-centric self-administered call center with intelligent mobile agent terminals
8446785376METHOD FOR ENABLING INTERACTION BETWEEN A USER TERMINAL AND A SERVICE CONTROL POINT IN AN INTELLIGENT NETWORK, A RELATED SERVICE CONTROL POINT, A RELATED OPERATOR POSITION COMPUTER TERMINAL AND RELATED SOFTWARE MODULES
8456785370System and method for integrating call record information
8466785369System and method for data recording and playback
8476782093Graphical method and system for visualizing performance levels in time-varying environment
8486782091Virtual call distribution system
8496778661Multimedia call distribution system
8506778660Customer interaction system
8516778653Storing information about a telephony session
8526778652Method and apparatus for establishing and facilitating a voice call connection from a client computer to a PSTN extension
8536778641Telephone independent provision of speech recognition during dial tone and subsequent call progress states
8546775378Blended agent contact center
8556775377Method and system for delivery of individualized training to call center agents
8566775356Real-time incident and response information messaging INA system for the automatic notification that an emergency call has occurred from a telecommunication device
8576775272Virtual PBX system
8586775264Computer, internet and telecommunications based network
8596771766Methods and apparatus for providing live agent assistance
8606771765Multimedia queuing in a customer contact or call center
8616771760Callback imitation as incoming calls
8626771746Method and apparatus for agent optimization using speech synthesis and recognition
8636771742Geographic routing of emergency service call center emergency calls
8646768788System and method for real-time, personalized, dynamic, interactive voice services for property-related information
8656766013Timely shut-down of a real-time work center
8666766012System and method for allocating agent resources to a telephone call campaign based on agent productivity
8676766011Method and apparatus for controlling a contact center
8686766009Method and system for correlating telephone calls with information delivery
8696765997System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with the direct delivery of voice services to networked voice messaging systems
8706763104Call center IVR and ACD scripting method and graphical user interface
8716760727System for customer contact information management and methods for using same
8726760429Web based agent backed system that provides streaming multimedia support
8736760428Modification of voice prompting based on prior communication in a call center
8746757375Recordal of call results in a predictive dialing application
8756757361Signal monitoring apparatus analyzing voice communication content
8766754693Method and apparatus to allow users and representatives to conduct simultaneous voice and joint browsing sessions
8776754486Method and system for directory assistance services having messaging or paging capability
8786754334Automatic call director first in first out accessory
8796754333Wait time prediction arrangement for non-real-time customer contacts
8806754332Object oriented system and method for directing incoming telephone calls
8816754331Determining statistics about the behavior of a call center at a past time instant
8826754327Standalone ACD system with native signaling system 7 capability
8836751310System and method for prioritizing telephone call campaigns based on campaign productivity
8846751297Method and system for multimedia network based data acquisition, recording and distribution
8856751211Method and apparatus for communicating information
8866748073Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration
8876748072Personal communication center performance display and status alert system
8886744881System and method for automated customer calling
8896744879Profit-based method of assigning calls in a transaction processing system
8906744877Method and system for enterprise service balancing
8916741699Arrangement for controlling the volume and type of contacts in an internet call center
8926741697Telephone call centre performance evaluation
8936735574Method and system for tracking employee productivity in a client/server environment
8946735300Method and apparatus for enabling interaction between callers with calls positioned in a queue
8956732188Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator
8966732156System for routing electronic mails
8976731626Telephony intelligence in a data packet network
8986731625System, method and article of manufacture for a call back architecture in a hybrid network with support for internet telephony
8996731609Telephony system for conducting multimedia telephonic conferences over a packet-based network
9006728363Determining expected call waiting time in a call center queue
9016728345System and method for recording and storing telephone call information
9026728339Apparatus and method for E911 detection and callback monitoring
9036728236Multimedia call center
9046724887Method and system for analyzing customer communications with a contact center
9056724764Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
9066721778Unscheduled event task processing system
9076721417Method and apparatus for controlling network automatic call distribution
9086721416Call centre agent automated assistance
9096718366Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
9106711611Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
9116711256System and method for telemarketing through a hypertext network
9126711254Telephone-receiving call center system
9136708039System and method for integrating text messaging to an outboard call system
9146707906Outbound calling system in a contact center
9156707904Method and system for collecting reports for call center monitoring by supervisor
9166707895Telephone line management system
9176704412Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
9186700972System and method for processing and collecting data from a call directed to a call center
9196700971Arrangement for using dynamic metrics to monitor contact center performance
9206697858Call center
9216697481Call center system, method for receiving call, and a computer program thereof
9226697465Computer-controlled headset switch
9236697460Adaptive voice recognition menu method and system
9246690789Fault tolerant telephony control
9256690664Call center communications system for handling calls to a call center
9266687877Web-based call center system with web document annotation
9276687241Enterprise contact server with enhanced routing features
9286683947Call center monitoring system
9296683937Call center for handling video calls from the hearing impaired
9306683870Method and system for multicasting call notifications
9316681010Methods, systems and computer program products for automatic task distribution
9326678718Method and apparatus for establishing connections
9336678360Telephonic-interface statistical analysis system
9346678266ACD with packet data based agent interconnect
9356674852Call management implemented using call routing engine

2003

9366671369Method and apparatus for returning a false special information tone for an incoming telephone call
9376671368Service desk system for allowing easily changeable associations for data retrieval and display
9386671366Method of connecting calls
9396671263Multimedia call handling
9406668286Method and system for coordinating data and voice communications via customer contact channel changing system over IP
9416668055Personalized assistance system and method
9426668054Service desk system architecture for a mobile service workforce
9436665644Conversational data mining
9446665395Automatic call distribution system using computer network-based communication
9456661878Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer
9466658093System and method for real-time, personalized, dynamic, interactive voice services for travel availability information
9476654828Personalized automated operator position
9486654815Contact server for call center
9496654798Automatic contact distribution system definable agent log-off reasons
9506654457Call centre
9516651045Intelligent human/computer interface system
9526650748Multiple call handling in a call center
9536650747Control of merchant application by system monitor in virtual contact center
9546650733Method of providing 911 service to a private branch exchange
9556647107Multi-user answering system and method
9566647104Speech system, extension communication terminal, and method of up-loading data for communication system
9576643362Call-processing system and method
9586643361System and method for storing and transferring information tokens in a communication network
9596639982Method and apparatus for agent forcing and call distribution for large team call servicing
9606633848Prompt management method supporting multiple languages in a system having a multi-bus structure and controlled by remotely generated commands
9616628778Automatic relay method and storage medium containing automatic relay processing program
9626628772Method for providing enhanced directory assistance upon command using out-of-band signaling
9636628760Method and apparatus for selecting an internet/PSTN changeover server for a packet based phone call
9646625139Apparatus and methods for coordinating internet protocol telephone and data communications
9656621901Optimal dynamic agent state assignment
9666621900Automated right-party contact telephone system
9676621899Method and system for establishing voice communications using a computer network
9686618477System and method for non-intrusively displaying information to a user in a telecommunications system
9696614902Call-center call routing
9706614895Maintaining a customer database in a CTI system
9716614783Multimedia telecommunication automatic call distribution system using internet/PSTN call routing
9726611590Enterprise-wide intelligent call center routing
9736606744Providing collaborative installation management in a network-based supply chain environment
9746606668System and method for least cost routing and managing multiple gatekeepers on a packet switched network
9756606596System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, including deployment through digital sound files
9766603854System and method for evaluating agents in call center
9776603852Operator call-fielding scenario system
9786603838Voice messaging system with selected messages not left by a caller
9796600822Method for telephony call blending
9806600821System and method for automatically detecting problematic calls
9816600818System and method for changing A-number
9826598021Method of modifying speech to provide a user selectable dialect
9836597765System and method for multiple language access in a telephone network
9846597685Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network
9856594470System and method for remote management of call center operations
9866594357System and method of registering the identity of a telephone terminal in association with the identity of a computer terminal
9876594269Interactive information transaction processing system on IP telephony platform
9886587557System and method of distributing outbound telephony services over a computer network
9896587556Skills based routing method and system for call center
9906587547System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with real-time drilling via telephone
9916587545System for providing expanded emergency service communication in a telecommunication network
9926581105Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center
9936581067Method and system for providing administrative support
9946580904Method of providing directional assistance to a mobile telephone subscriber
9956577726Computer telephony integration hotelling method and system
9966577605System, method and apparatus for automatically distributing multimedia calls
9976574332Automatic call distribution system agent log-on with pseudo-port
9986573911Communicating between stations
9996570967Voice-data telephonic interface control system
10006570963Call center for handling video calls from the hearing impaired
10016567504Automated calling system with database updating
10026563921Automatic call director first in first out accessory
10036563920Methods and apparatus for processing of communications in a call center based on variable rest period determinations
10046563788Method and apparatus for call distribution and override with priority recognition and fairness timing routines
10056560328Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
10066560222Systems and methods for multiple voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
10076557003Method and apparatus for multiple agent commitment tracking and notification
10086556671Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments
10096556664Public notification system and method
10106553108Method of billing a communication session conducted over a computer network
10116549769System and method for integrating text messaging to an outbound call system
10126549539Platform-independent DNT intelligent network
10136546097Automatic call distribution system with signal generator and method
10146546087Method and system for enabling queue camp-on for skills-based routing
10156546023Switch voice/data service extension to remote facilities
10166542602Telephone call monitoring system
10176542601Method and system for automated customer support services
10186539538Intelligent information routing system and method
10196539419Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
10206529602Method and apparatus for the secure storage of audio signals
10216529597System and method for automated contact management
10226529502Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
10236526397Resource management facilitation
10246526135Automated competitive business call distribution (ACBCD) system
10256522660Method and system for controlling reservation of data channels in automatic call distribution services
10266519324Method for recovering emergency calls at an operator station during a position failure
10276513013System and method for providing expert referral over a network with real time interaction with customers
10286512818Method and system for releasing a voice response unit from a protocol session
10296512415Telephonic-interface game control system
10306510414Speech recognition assisted data entry system and method
10316510220Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
10326507821System and method for providing information technology IT expert referral over a network
10336507647Bulk calling using voice over IP telephony
10346505166System and method for providing expert referral over a network

2002

10356499023Data item evaluation based on the combination of multiple factors
10366498842Switching system between a call center and public network
10376493695Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types
10386493447Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
10396493446Call center posting program
10406493353Communications signaling gateway and system for an advanced service node
10416490350Monitoring system for telephony resources in a call center
10426490347Method and apparatus for providing telecommunications trunk group selection for use in a public network in accordance with customer preference
10436480599Telecommunications system and method for automatic call recognition and distribution
10446480598Methods and apparatus for automating the telephone operator services
10456477559Method and apparatus for remotely accessing an automatic transaction processing system
10466477241Sound recording controller for dealing speaking system
10476477240Computer-implemented voice-based command structure for establishing outbound communication through a unified messaging system
10486473787System for routing electronic mails
10496473612Method for providing directory assistance services via an alphanumeric page
10506473505Call processing system for handling calls to a call center
10516470080In-band signaling for routing
10526470077Apparatus and method for storage and accelerated playback of voice samples in a call center
10536466784Technique for monitoring and attempting to connect destination telephone and providing information assistance upon detection of unsatisfactory connection
10546466664Time slot based call pacing method and apparatus
10556466663Monitoring system client for a call center
10566466570Method of accessing service resource items that are for use in a telecommunications system
10576463149Web page synchronization system and method
10586463148Blending communications in a call center
10596460057Data object management system
10606459788Call center resource processor
10616459787Method and system for delivery of individualized training to call center agents
10626459781Key telephone apparatus with call distribution function
10636459697Integrated telephony network combining a packet data network and a dedicated--connection network
10646456615Network telephony interface systems between data network telephony and plain old telephone service
10656453341System for routing electronic mails
10666449360Cleaning method for telephone number list and system implemented therefor
10676449358Method 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
10686449356Method of multi-media transaction processing
10696449353Telecommunication number processing technique for a telephony server
10706449346Telephone-television interface statistical analysis system
10716449270Dynamic re-routing
10726449260Multimedia automatic call distribution system
10736445788Method and apparatus for providing fair access to agents in a communication center
10746445784Point-of-presence call management center
10756445682Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
10766442592Message center system
10776442269Method and apparatus for integrating business data and transaction data in a transaction processing environment
10786442247Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
10796442242Multifunction autoattendant system and method of operation thereof
10806438599Method and apparatus for establishing communication between a transaction initiator and a transaction processing system
10816434223Telephone interface call processing system with call selectivity
10826434121Telephone agent call management system
10836430285Method and apparatus for an automated caller interaction system
10846430284System and method for redirecting control of in-band signaling
10856430282Methods and apparatus for originating voice calls
10866430281Intelligent telecommunications network providing automated call booking, call reconnection and diary booking services
10876430271Message delivery system
10886430175Integrating the telephone network and the internet web
10896427006Methods and apparatus for servicing directory assistance calls requesting non-published number information
10906427000Performing automated testing using automatically generated logs
10916426950Method of resource management at computer controlled telephony hardware
10926424703Telephonic-interface lottery system
10936421427Interactive voice response data transfer system and method
10946418217Arrived call receiving system for supporting reception services using telephone and receiving method therefor
10956418146Integrated communication center functionality for WAP devices
10966411935Transaction sets for automated electronic ordering of telecommunications products and services
10976411687Call routing based on the caller's mood
10986411615Embedded web phone module
10996408065Method and apparatus for intelligent data network call setup
11006408064Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
11016407996Processing device network
11026405033System and method for routing a call using a communications network
11036404884Personalized assistance system and method
11046404883System and method for providing call statistics in real time
11056404879System and method for providing data connections between an agent and a database of a company
11066404857Signal monitoring apparatus for analyzing communications
11076404747Integrated audio and video agent system in an automatic call distribution environment
11086400820Java enabled groupware
11096400711Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11106396920System for selectively providing a higher level of directory assistance services
11116396919Telephone transaction support system and telephone call connection control system
11126396849Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11136393018Apparatus and methods enhancing call routing to and within call-centers
11146393017Virtual PBX system
11156393015Method and apparatus for automatic network connection between a small business and a client
11166392666Telephone call center monitoring system allowing real-time display of summary views and interactively defined detailed views
11176389133Method for telephony call blending
11186389132Multi-tasking, web-based call center
11196389028Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
11206389007Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
11216385646Method and system for establishing voice communications in an internet environment
11226385310Marking and screening telephone calls
11236385309System and method for storing and transferring information tokens in a communication network
11246385194Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11256385191Extending internet calls to a telephony call center
11266381645Method of implementing push techniques in conventional web browsers
11276381640Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
11286381329Point-of-presence call center management system
11296377568Method and apparatus for performing call matching for internet telephones in legacy call centers
11306377567System and method for distributing data collected from call center services
11316373939Machine assisted system for processing and responding to requests
11326373938Device and method for generating a list of qualified call recipients
11336373937Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
11346373836Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system
11356370574Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
11366370508Interface engine for managing business processes within a multimedia communication-center
11376370161Time synchronization of distributed computer telephony communication applications in a computer network
11386366667System for generating a list of qualified call recipients
11396366665Remote ACD data base modification via telephone
11406366658Telecommunications architecture for call center services using advanced interactive voice responsive service node
11416366578Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for implementing language capabilities using the same
11426366575Extended access for automatic call distributing system
11436363346Call distribution system inferring mental or physiological state
11446363145Apparatus and method for automated voice analysis in ACD silent call monitoring
11456362838Method for consolidation of multiple data sources
11466360245Computerized communication system for voice and data services
11476356948Method and apparatus for managing data
11486356634System for pre-recording and later interactive playback of scripted messages during a call engagement
11496356554Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11506353608Host connect gateway for communications between interactive voice response platforms and customer host computing applications
11516349134Telephonic-interface statistical analysis system
11526345305Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
11536345094Inbound/outbound call record processing system and method
11546343074Systems and methods for multiple mode voice and data communications using intelligenty bridged TDM and packet buses and methods for performing telephony and data functions using the same
11556339593Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement in the data network
11566337904Automated survey control routine in a call center environment
11576337857Computer telephony integrated network
11586335965Voice-data telephonic interface control system

2001

11596334152Information system
11606332154Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
11616330327Intelligent area code update system and method
11626330325Automatic log-off signaling for telephone systems
11636330317Call blocking system
11646330243System and method for providing an electronic chat session between a data terminal and an information provider at the request of an inquiring party input into the data terminal
11656327363Method and system for automated customer services
11666327342E911 backup system for emergency 911 call answering systems
11676324282Method and system for delivery of individualized training to call center agents
11686324276Point-of-presence call center management system
11696324262Method and system for automated delivery of nontruncated messages
11706323894Commercial product routing system with video vending capability
11716320956Multiple client remote agent network method
11726320951Transfer-connect telephony services utilizing automated audio systems
11736314178Method and apparatus for enabling interaction between callers with calls positioned in a queue
11746314176Third party call control
11756314175System and method for redirecting control of in-band signaling
11766314089Creating and using an adaptable multiple-contact transaction object
11776311231Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
11786310941Method and apparatus for facilitating tiered collaboration
11796304653Method and apparatus for intelligent data network call setup
11806304637Method and apparatus for establishing and facilitating a direct quality voice call to a telephone extension on behalf of a client computer
11816301354Method and apparatus for entertaining callers in a queue
11826301246Silent monitoring in a voice-over-data-network environment
11836298130Metadata-based network routing
11846298045Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11856295551Call center system where users and representatives conduct simultaneous voice and joint browsing sessions
11866292909Apparatus for testing communication equipment
11876292547Telephonic-interface statistical analysis system
11886292482Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses
11896289373Method of processing E-mail in an automatic call distributor
11906289094External positivistic forward transfer in call routing systems
11916289083Method of identifying a location of a source of an emergency call in a call center environment
11926289025Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
11936286033Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation
11946285752Automated right-party contact telephone system
11956282284Method and system for establishing voice communications using a computer network
11966282283Optimization of agent transfers in call blending
11976282282Call center outbound/inbound balance system
11986282281Method of providing telecommunications services
11996282276Method of billing a value-added call
12006278978Agent scheduling system and method having improved post-processing step
12016278777System for managing agent assignments background of the invention
12026278776Outbound switch pacing
12036272216Customer self routing call center
12046266407Telephony system command scheduler and precedent processor
12056266341Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
12066266340Systems and methods for multiple voice data communication which includes interface cards including configurable clocks that are dynamically coupled to a TDS bus
12076263072Computer telephony integrated network
12086263066Multimedia managing and prioritized queuing system integrated with intelligent routing capability
12096263065Method and apparatus for simulating central queue for distributing call in distributed arrangement of automatic call distributors
12106263051System and method for voice service bureau
12116263049Non-random call center supervisory method and apparatus
12126259786Intelligent virtual queue
12136259785System and method for dynamically altering digital voice mixing location in ACD silent monitoring
12146259774Apparatus and methods for coordinating telephone and data communications
12156259770DPNSS VRU with single channel transfer
12166256661Method and apparatus for connecting terminals in a remote consulting system
12176256381System and method for identifying a data record associated with a transferred telephone call
12186252947System and method for data recording and playback
12196252946System and method for integrating call record information
12206252943Telephone network having dual gateway interconnection architecture for handling emergency services
12216249809Automated and interactive telecommunications system
12226249674Emergency disablement of termination restrictions
12236249570System and method for recording and storing telephone call information
12246246759Call overflow system and method for overflowing telephone calls between telephonic switches
12256246758Method of providing telecommunication services
12266246752System and method for data recording
12276243444Apparatus and method for local intercept and service of long-distance calls
12286243443Method of making available content resources to users of a telephone network
12296243092Transaction flow editing tool
12306236723Computer/telephony integration logging application
12316236722Method and system for using TCAP signaling for improved call setup from a virtual switching point
12326230197Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center
12336229888System and method for operating a plurality of call centers
12346226287System and method for integrating voice on network with traditional telephony
12356225998Visual design of workflows for transaction processing
12366219087Interactive video communication in real time
12376215865System, method and user interface for data announced call transfer
12386215783Private IP telephony backbone linking widely-distributed enterprise sites
12396212178Method and apparatus for selectively presenting media-options to clients of a multimedia call center
12406208970Method and system for estimation of a source of a voice signal
12416208725Arrangement for controlling remote telephones
12426208658Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
12436205412Methods in computer simulation of telephony systems
12446201804Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement
12456198814System and method for entering call outcome records in a computer database in an outbound predictive dialing application
12466195426Service providing customized information to queuing customers
12476195357Interactive information transaction processing system with universal telephony gateway capabilities
12486192121Telephony server application program interface API
12496192108Performing automated testing using automatically generated logs
12506192050Method and apparatus for inquiry response via internet
12516188762Web call center/PSTN to TCPIP internet network
12526188761System and method for providing operator and customer services
12536188751Call processing system with call screening
12546188673Using web page hit statistics to anticipate call center traffic
12556185292Skill-based real-time call routing in telephony systems
12566185287Parallel data transfer and synchronization
12576181788Uniform control of mixed platforms in telephony
12586181776Network management of automatic call distributor resources
12596181694Systems and methods for multiple mode voice and data communciations using intelligently bridged TDM and packet buses
12606181366Video switching system, video communications system and method for establishing video communications with a telephonic switch
12616178240Method and apparatus for entertaining callers in a queue
12626178239Telephony call-center scripting by petri net principles and techniques
12636175564Apparatus and methods for managing multiple internet protocol capable call centers
12646175563Parallel data transfer and synchronization in computer-simulated telephony
12656175562Switchless call processing
12666173052Blending communications in a call center
12676170011Method and apparatus for determining and initiating interaction directionality within a multimedia communication center
12686169798System and method for automatic call
12696169787Telephone transaction support system

2000

12706167395Method and apparatus for creating specialized multimedia threads in a multimedia communication center
12716163536Communication system including a client controlled gateway for concurrent voice/data messaging with a data server
12726157829Method of providing temporary access of a calling unit to an anonymous unit
12736157655Method for estimating telephony system-queue waiting time in an agent level routing environment
12746154533System and method for providing multiple configurable dialing plans in a call processing platform
12756154528System and method for storing and transferring information tokens in a low network communication
12766154465Systems and methods for multiple mode voice and data communications using intelligenty bridged TDM and packet buses and methods for performing telephony and data functions using the same
12776151387Telephonic-interface game control system
12786151357Method and apparatus for displaying a visual indication of a transmission status
12796148065Telephonic-interface statistical analysis system
12806144670Method and apparatus for establishing and facilitating a voice call connection from a client computer to a PSTN extension
12816141413Telephone number/Web page look-up apparatus and method
12826141412Unscheduled event task processing system
12836141328Method and system for two-way negotiated call hold
12846138139Method and apparatus for supporting diverse interaction paths within a multimedia communication center
12856137874Method of using carrier information for enhanced call data processing by a telecommunications provider
12866137862Failover mechanism for computer/telephony integration monitoring server
12876134318System and method for telemarketing through a hypertext network
12886134315Metadata-based network routing
12896130933Apparatus and methods for coordinating telephone and data communications
12906125178Method and apparatus for enabling interaction between callers with calls positioned in a queue
12916122365Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
12926122364Internet network call center
12936122359System for coordinating calls between an adjunct device and a switching system
12946122358Operator connection control method
12956118866Emergency call load management for call centers
12966118865Automated survey control routine in a call center environment
12976118861Calling party invoked held call monitoring
12986115737System and method for accessing customer contact services over a network
12996115457Marking and screening telephone calls
13006111937Apparatus and method for automatically determining whether a telephone service user speaks the language of the service
13016108711Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
13026108632Transaction support apparatus
13036108410Methods and apparatus for automating the detection, reporting and correction of operator input errors
13046104999Transaction sets for automated electronic ordering of telecommunications products and services
13056104802In-band signaling for routing
13066104801Escalatory reactive call routing
13076100891Call center agent interface and development tool
13086097806ACD with multi-lingual agent position
13096097792Interactive method and apparatus for the generation of leads
13106094479Computer telephony integration gateway
13116091801Emulator for a telephone system
13126088442Automatic wireless alerting on an automatic call distribution center
13136084957Method for setting up a telephone connection and an exchange system
13146084950Audio communications device adapter
13156083280Method of improving a processing efficiency of an automatic data processing system
13166078580Operator status server for voice over data
13176078325Object oriented customer information exchange system and method
13186076093Real-time interactive directory
13196075848Call patterns in a communications network
13206072864Transfer-connect telephony services utilizing automated audio systems
13216070241Third party verification system and method
13226070142Virtual customer sales and service center and method
13236069948Procedure and system for ensuring emergency communication
13246067357Telephony call-center scripting by Petri Net principles and techniques
13256064874Method for providing calling services during attempt to complete customer call while muting ringing
13266064731Arrangement for improving retention of call center's customers
13276064730Customer-self routing call center
13286064667Apparatus and methods enhancing call routing to and within call centers
13296061347ACD with packet data based agent interconnect
13306058435Apparatus and methods for responding to multimedia communications based on content analysis
13316058163Method and system for monitoring call center service representatives
13326055308Method and system for determining and using multiple object states in a computer telephony integration system
13336055307System and method for selecting agent destinations and monitoring calls made to network customers
13346049603Method for eliminating telephone hold time
13356049602Virtual call center
13366047060Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
13376047058Communication system of at least two private branch exchanges having a team function
13386047053Network based knowledgeable assistant
13396046762Multimedia telecommunication automatic call distribution system
13406044368Method and apparatus for multiple agent commitment tracking and notification
13416044355Skills-based scheduling for telephone call centers
13426044146Method and apparatus for call distribution and override with priority
13436044144Network call parking manager
13446044142Method and arrangement for integrating intelligent network services with operator assisted services
13456044135Telephone-interface lottery system
13466041116Method and apparatus for controlling outbound calls
13476038544System and method for determining the performance of a user responding to a call
13486038302Methods and apparatus for processing phantom calls placed via computer-telephony integration (CTI)
13496038293Method and system for efficiently transferring telephone calls
13506035190Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon demand
13516035021Telephonic-interface statistical analysis system
13526031902Dealing communication system
13536028925Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
13546026157Device for upgrading a reporting system
13556026087Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer
13566021428Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
13576018579Call center services for local calls using local number portability
13586018578Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
13596016344Telephonic-interface statistical analysis system
13606014647Customer interaction tracking
13616014439Method and apparatus for entertaining callers in a queue
13626014436Telecommunications answering feature method and apparatus
13636011845Method and system for two-way call holding using an intelligent communication device
13646011844Point-of-presence call center management system
13656011792Escalatory reactive call routing

1999

13666009162Telecommunication feature for exchange of translation information between a computer and a telecommunication switching system
13676009149Automated calling system with database updating by callee
13686005932Dynamic schedule profiler for ACD
13696005920Call center with fault resilient server-switch link
13706003070E-mail system and interface for equipment monitoring and control
13716002760Intelligent virtual queue
13726002753Method and apparatus for interfacing computers to exchange telephone call business information
13735999617Dialing control method
13745999609Computer-telephony (CT) system including an electronic call request
13755995826Methods for conditional tone responsive reconnection to directory assistance center
13765995615External positivistic forward transfer in call-routing systems
13775995614Dynamic requeing to avoid latency in call-routing systems
13785995610Cooperative call processing across public and private intelligent networks
13795991720Speech recognition system employing multiple grammar networks
13805991645Wireless telephone headset system with automatic log on/log off detection
13815991395Implementation of call-center outbound dialing capability at a telephony network level
13825991394Method and system for establishing voice communications using a computer network
13835991393Method for telephony call blending
13845991392Agent-initiated dynamic requeing
13855991391Dynamic re-routing
13865991390Method and apparatus for teleworking from remote terminals
13875991373Reproduction of a voice and video session
13885987118Method and computer program logic for providing an intelligent network operator console with enhanced services
13895987116Call center integration with operator services databases
13905987115Systems and methods for servicing calls by service agents connected via standard telephone lines
13915982879Telephone headset amplifier and method of operation
13925982873Waiting-call selection based on objectives
13935982857Voice recording method and system providing context specific storage and retrieval
13945978467Method and apparatus for enabling interaction between callers with calls positioned in a queue
13955978465Method and apparatus for allocating resources in a call center
13965978462Method and system for automating updates to subscriber service accounts to accommodate numbering plan area splits
13975974388Paint customer service information method and apparatus
13985974120Telephone interface call processing system with call selectivity
13995970134System and method for monitoring calls parked on an automatic call distributor
14005970132Call distributor
14015970065Uniform control of mixed platforms in telephony
14025966437Method and system for personalized directory assistance services
14035963635Method and apparatus for providing result-oriented customer service
14045963632Agent-initiated dynamic requeing of misrouted calls in call-routing systems
14055960442Real-time interactive directory
14065960073Method and apparatus for providing an interactive home agent with access to call center functionality and resources
14075960070Pay as you communicate call center
14085960069Method of billing a multiple service representative conference call
14095958014System and method for establishing a real-time agent pool between computer systems
14105956482Multimedia information service access
14115955952Method and system for locating a lost person or lost personal property
14125953406Generalized customer profile editor for call center services
14135953332Agent-initiated dynamic requeing
14145949775Office communication system
14155946387Agent-level network call routing
14165946375Method and system for monitoring call center service representatives
14175945990PBX data retrieval and reporting system and method
14185943417Method and system for personalized directory assistance services
14195943416Automated survey control routine in a call center environment
14205940497Statistically-predictive and agent-predictive call routing
14215940496Apparatus and methods enhancing call routing within and between call-centers
14225940495Virtualized computer telephony integrated link for enhanced functionality
14235940494Data display system and method for displaying real-time data relating to an automatic call distributor
14245937057Video/audio communications call center and method of operation thereof
14255937051Method and system for transferring calls and call-related data between a plurality of call centers
14265933492Method and system for determining and using multiple object states in a computer telephony integration system
14275933480Method for billing and controlling fraud in providing pay information services
14285929897Automated distribution of video telephone calls
14295926543Headset amplifier with automatic log on/log off detection
14305926539Method and apparatus for determining agent availability based on level of uncompleted tasks
14315926538Method for routing calls to call centers based on statistical modeling of call behavior
14325926535Third party call control
14335926528Call pacing method
14345926527Telephone relay system
14355923747Communications system and interface circuit for interconnecting telephonic switch and agent computer
14365923746Call recording system and method for use with a telephonic switch
14375920623Method and apparatus for defeating a predictive telemarketing system
14385920622Multiple owner resource management
14395920621System and method for distributing calls to customer service operators based on automatic determination of operator availability
14405920610System and method for updating database of customers' telephone numbers
14415917903Computer telephony integration system and method
14425917893Multiple format telephonic interface control system
14435917888System and method for enhanced telecommunications relay service with easy extension feature
14445915012System and method for operating a plurality of call centers
14455915011Statistically-predictive and agent-predictive call routing
14465915010System, method and user interface for data announced call transfer
14475914951System and method for controlling and monitoring communication between customers and customer service representatives
14485912947Public notification system and method
14495907601Call pacing method
14505907547System and method for establishing internet communications links
14515905792External positivistic forward transfer in call routing systems
14525905776System and method of co-ordinating communications for telecommuters
14535903874System and method for electronic coupon management
14545903642Method for eliminating telephone hold time
14555901209Caller ID substitution for selected telephone callers
14565898772Logical PC agent
14575898770Subscriber controlled call list deregistration
14585898767Casual agent pool
14595898762Telephonic-interface statistical analysis system
14605898757Method and system for processing emergency service calls
14615894512Method and apparatus for routing voice and video calls to a group of agents
14625894510Multiple service representative conferencing apparatus and method
14635889799Method and system for optimization of telephone contact campaigns
14645884032System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
14655883949Method for a private branch communications exchange to activate a night service configuration
14665883940Interactive method and apparatus for the generation of leads
14675878130Communications system and method for operating same
14685878117Distributed system for call processing
14695873032Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page
14705870464Intelligent information routing system and method
14715870455Enhanced voice services load balancing
14725867562Call processing system with call screening
14735867559Real-time, on-line, call verification system
14745864616System and method for providing call statistics in real time
14755864615Audio communications inferface, method and communications system for connecting a remote agent to a telephone switch
14765862211Automatic simultaneous voice-and-data call setup for remote-site servicing
14775862208Method and system for enabling a party to change terminals during a call
14785859897Telephone calling card and service
14795857193Centralized audiotext polling system
14805857014System and method for establishing communications between a remote computer and a computer service provider using a telephonic switch

1998

14815854837Method and system for providing interactive data exchange between an interactive platform and a caller
14825854832Monitoring system and method used in automatic call distributor for timing incoming telephone calls
14835854825Method of controlling silent monitoring of a group
14845852649Alarm notification system and method for a telephone switch
14855848143Communications system using a central controller to control at least one network and agent system
14865848132Telecommunications network having resident ability to pre-book scheduled call back services
14875844982Method for determining free agent communication terminal apparatus in communication networks with an automatic call distribution
14885841854Wireless telephone integration system and method for call centers and workgroups
14895841852Method and system for telecommunications language support
14905835576Telephonic-interface lottery device
14915835572Customized, billing controlled call bridging system
14925832070Device for programming script sets in a telephone system
14935832068Data processing system with real time priority updating of data records and dynamic record exclusion
14945832059Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch
14955831665Video switching system, video communications system and method for automatically establishing video communications using a telephonic switch
14965828734Telephone interface call processing system with call selectivity
14975828731Method and apparatus for non-offensive termination of an outbound call and for detection of an answer of an outbound call by an answering machine
14985825870Methods and apparatus for implementing a network call center
14995825869Call management method and system for skill-based routing
15005822418Telephone communication system having a locator
15015822400Call record scheduling system and method
15025822306Multimedia switching apparatus
15035819029Third party verification system and method
15045818909Agent speech detector system and method for use with a telephonic switch
15055818907Method and system for automatically monitoring the performance quality of call center service representatives
15065815566Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
15075815565Service evaluation system and method for a telephonic switch
15085815551Telephonic-interface statistical analysis system
15095809130System and method for selectively retrieving communications from any selected location
15105805695Transmit by-pass cable
15115802526System and method for graphically displaying and navigating through an interactive voice response menu
15125802163Methods and apparatus for implementing an outbound network call center
15135802161Method and system for optimized scheduling
15145802156Method for billing and controlling fraud in providing pay information services
15155799065Call routing device employing continuous speech
15165797092Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon detection of predetermined tone
15175796816Device and method for cleaning telephone number list
15185796791Network based predictive dialing
15195793861Transaction processing system and method
15205793846Telephonic-interface game control system
15215790798Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
15225790650Telephone call center management system which supports multi-user and separate private applications
15235790635System and method for automatic monitoring of active telephone calls in a telephonic switch
15245787156Telephonic-interface lottery system
15255784452Telephony call center with agent work groups
15265784451Virtual telephony data message system and process
15275778060Work at home ACD agent network with cooperative control
15285765033System for routing electronic mails
15295764757Operator position and method for remote-controlling a speech connection
15305764736Method for switching between a data communication session and a voice communication session
15315764728Silent monitoring agent IDs
15325761289800 number callback
15335761285Universal telephony application client that is configurable from a profile for a telphone call campaign
15345757904Context-sensitive presentation of information to call-center agents
15355757897Telephone switch call control unit
15365754631Voice response unit having robot conference capability on ports
15375751795Broadcasting of information through telephone switching system display messages
15385745554Systems for requesting services using card reading terminals
15395742675Method and apparatus for automatically distributing calls to available logged-in call handling agents
15405740240Computer telephony integration system and method
15415737700Providing assistance to a mobile telephone subscriber travelling from a location to a desired location
15425737405Apparatus and method for detecting conversation interruptions in a telephonic switch
15435729600Automatic call distributor with automated voice responsive call servicing system and method
15445729593Annoucement system and method in a telephone call switching system
15455725384Questionnaire agency system and method for conducting questionnaire on people who meet conditions
15465724420Automatic call distribution with answer machine detection apparatus and method
15475724419Call overflow system and method for an automatic call distribution system
15485724418Call distributor
15495722418Method for mediating social and behavioral processes in medicine and business through an interactive telecommunications guidance system
15505717747Arrangement for facilitating plug-and-play call features
15515717739Methods and apparatus for enabling an operator to provide pre-recorded information to a customer
15525715307Integrated voice and business transaction reporting for telephone call centers
15535712954System and method for monitoring audio power level of agent speech in a telephonic switch
15545712909Key telephone apparatus with automatic call distribution function
15555712902Telecommunications answering feature method and apparatus
15565712901Automatic voice/text translation of phone mail messages

1997

15575703943Completion of calls to a preferred agent in an automatic call distributor
15585696811Method and system for automatically monitoring the performance quality of call center service representatives
15595696809Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system
15605692034Customized, billing-controlled call bridging system
15615687225System for adding outbound dialing to inbound call distributors
15625684964Method and system for monitoring and controlling the performance of an organization
15635684872Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
15645684870Method and system for transferring calls and call-related data between a plurality of call centers
15655684863Telephonic-interface statistical analysis system
15665680443Smart messages and smart macros for telecommunications relay service (TRS) and operator services for deaf (OSD)
15675675639Voice/noise discriminator
15685675637Method for automatically obtaining and presenting data from multiple data sources
15695668856Method and system for screening calls directed to an international telephone operator
15705666349Method for controlling components of a communication system
15715661779Rapid response backup system for telecommunications networks
15725659605Method and apparatus for providing soft dial tone using office equipment designators
15735657383Flexible customer controlled telecommunications handling
15745652789Network based knowledgeable assistant
15755652788Key telephone apparatus
15765652785Enhanced wide area audio response network
15775651062Automatic private branch exchange apparatus
15785646987Dynamic reallocation of calls to agent groups
15795644680Updating markov models based on speech input and additional information for automated telephone directory assistance
15805642410Call processor for a computer telephone integration system
15815640445Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators
15825633923Automatic call distribution system with display data storage compression system and method
15835631953Circuit arrangement for integration of EDP systems in the utilization of telephone systems
15845627884Method for returning inbound calls
15855625682Help desk improvement
15865623544Telephone headset interface circuit
15875623540PBX data retrieval and reporting system and method
15885621790Method and system for optimization of telephone contact campaigns
15895621789Method and system for integrating a plurality of call center agent performance enhancement modules
15905619557Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data
15915619556Automated telecommunication peripheral system
15925596994Automated and interactive behavioral and medical guidance system
15935594791Method and apparatus for providing result-oriented customer service
15945594790Method for selecting and controlling the automatic dialing of a call record campaign
15955592543Method and system for allocating agent resources to a telephone call campaign

1996

15965590187Call transfer with automatic return
15975590186System and method for redirecting a telephone call with call merging
15985586179System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system
15995586178Interface for automatic call distributor for performing agent functions via host computer
16005583922Telecommunication system for automatic switching between voice and visual data communications using forms
16015581607Customized, billing-controlled call bridging system
16025581602Non-offensive termination of a call detection of an answering machine
16035577112Telephony system with supervisory management center and parameter testing with alerts
16045574784Dynamic admission control for telecommunications relay service with text-to-speech synthesis
16055570419System and method for an improved predictive dialer
16065566236System and method for re-establishing a disconnected telephone communication
16075566229Voice directed communications system employing shared subscriber identifiers
16085561711Predictive calling scheduling system and method
16095561707Telephonic-interface statistical analysis system
16105559878Telephonic communications answering and callback processing system
16115559867Automated calling system with database updating
16125559857System and method for recognizing and routing telephone calls involving hearing or speech impaired persons
16135559855System and method for recognizing and routing telephone calls involving hearing or speech impaired persons
16145557668Call distribution system with distributed control of calls and data distribution
16155557660Program-controlled communication system whereby a call request is simultaneously signaled at a plurality of communication terminal equipment
16165555553Method for supporting communication in a communication system using intermediaries between called parties
16175555299Method and system for transferring calls and call-related data between a plurality of call centers
16185555297Automatic call distributor reporting system and method therefor
16195555290Long distance telephone switching system with enhanced subscriber services
16205553133System and method for predictive outdialing
16215553120Telephonic-interface game control system
16225550899Long distance telephone switching system with enhanced subscriber services
16235546456Telecommunication system with inbound call responsive predictive outdialing system and method
16245546452Communications system using a central controller to control at least one network and agent system
16255544243Telephone headset interface circuit
16265544235Identification of called directory number at multiple directory number per line premises prior to ringing signal reception
16275544232Call distributor with automatic preannouncement system and method
16285544220System for integrating a stand alone inbound automatic call distributor and an outbound automatic call dialer
16295539818Telephonic console with prerecorded voice message and method
16305537470Method and apparatus for handling in-bound telemarketing calls
16315535270Automatic call distributor having multiple audio sources
16325535256Method and system for automatically monitoring the performance quality of call center service representatives
16335533115Network-based telephone system providing coordinated voice and data delivery
16345533103Calling system and method
16355533102Telephone auto attendant system for delivering chosen greetings to callers while on the phone
16365528678Revertive calling automatic call distributor
16375526417Automatic call distributor with automated postconversation message system
16385519773Call sharing for inbound and outbound call center agents
16395519772Network-based telephone system having interactive capabilities
16405517566Method for allocating agent resources to multiple telephone call campaigns
16415515426Telephone communication system having a locator
16425515421Automatic batch broadcast system
16435511117Integrated voice and business transaction reporting for telephone call centers
16445511112Automated voice system for improving agent efficiency and improving service to parties on hold
16455509055Inbound telecommunications services resources management system
16465506894System for processing calling party information for international communications services
16475500891Telecommunication system with multilink host computer call control interface system and method
16485500795Method and system for monitoring and controlling the performance of a call processing center
16495499291Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
16505499289Systems, methods and articles of manufacture for performing distributed telecommunications
16515495523Method for low priority telephony system assisted dialing
16525495522Method and apparatus for audio teleconferencing a plurality of phone channels
16535495284Scheduling and processing system for telephone video communication
16545493609Telecommunication system for automatic switching between voice and data communications
16555491746Unique ringing on a prime telephone
16565490211Automatic call distributor with internal written message communication system and method
16575488657Apparatus for and method of operating an automatic log on/log off circuit in a telephone system by disconnecting a headset
16585488652Method and apparatus for training speech recognition algorithms for directory assistance applications
16595487103Enhanced wide area audio response network
16605487102Voice interface board for use in an operator system

1995

16615479487Calling center employing unified control system
16625473676Telephone handset interface for automatic switching between voice and data communications
16635469503Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system
16645469491Telephone answering service with integrated voice and textual message storage
16655467391Integrated intelligent call blending
16665465290Confirming identity of telephone caller
16675465286Apparatus for supervising an automatic call distribution telephone system
16685463685Network based outbound call management
16695463684Telecommunications system for transferring calls without a private branch exchange
16705463677Method and apparatus for facilitating the making of collect calls
16715461668Telephonic console with programmable nonvolatile personality memory and method
16725459780Work at home agent ACD call distribution
16735455903Object oriented customer information exchange system and method
16745452348Automatic call distribution system with emergency conferencing and method
16755448624Telephone network performance monitoring method and system
16765444770Telephone handset interface for automatic switching between voice and data communications
16775442693Integrated operator console
16785436967Held party call-back arrangement
16795436965Method and system for optimization of telephone contact campaigns
16805432845Post answer telephone call redirection or rerouting
16815430792Automated telephone calling system
16825425093System for integrating a stand alone inbound automatic call distributor and a outbound automatic call dialer
16835422937Remotely controlled telephone operator simulator
16845420852Digital switching system connecting buses with incompatible protocols and telephone answering system and private automatic branch exchange with integrated voice and textual message recording
16855412708Videophone system for scrutiny monitoring with computer control
16865404400Outcalling apparatus
16875404350Routing calls destined for inaccessible destinations
16885402474System, data processing method and program to provide a programmable interface between a workstation and an archive server to automatically store telephone transaction information
16895396591Telephone operator keying arrangement
16905396542Method for use by a telecommunications system in enabling improved attendant services
16915396536Automatic processing of calls with different communication modes in a telecommunications system
16925392345Work at home ACD agent network
16935392343On demand language interpretation in a telecommunications system
16945390243Telemarketing complex with automatic threshold levels
16955386412Telecommunication system protocol for asynchronous data communication between multiport switch control processor and information support personal computer terminal
16965381470Supervisory management center with parameter testing and alerts

1994

16975377258Method and apparatus for an automated and interactive behavioral guidance system
16985371785Telephonic console with multipersonality control apparatus and method
16995365582Call distributing service system for a plurality of terminals
17005365581Telephonic switching system with automatic port assignment capability and method
17015365577Telecommunication display system
17025365575Telephonic-interface lottery system
17035359645Voice-data telephonic interface control system
17045355403Customized, billing-controlled call bridging system
17055353336Voice directed communications system archetecture
17065351285Multiple format telephonic interface control system
17075349633Telephonic-interface game control system
17085343518System and method for controlling the dialing order of call record lists in an automated dialing system
17095341412Apparatus and a method for predictive call dialing
17105335269Two dimensional routing apparatus in an automatic call director-type system
17115335266Automated telecommunication peripheral system
17125333185System for processing calling party information for international communications services
17135333133Call processing control system
17145327491Method for pacing calls to reduce nuisance calls
17155327490System and method for controlling call placement rate for telephone communication systems
17165323444Emergency call system with call capacity/last chance routing feature
17175317627Enhanced wide area audio response network
17185315647Private branch exchange adapted for telemarketing
17195311577Data processing system, method and program for constructing host access tables for integration of telephony data with data processing systems
17205311569Line-based public safety answering point
17215309505Automated voice system for improving agent efficiency and improving service to parties on hold
17225309504Automated identification of attendant positions in a telecommunication system
17235309028Call coverage arrangement in an ISDN switching system
17245299260Telephone call handling system
17255297195Method and apparatus for automatic telephone scheduling system
17265295184Dynamically adjustable call pacing system
17275291551Home agent telecommunication technique
17285291550Dynamic network call distributor
17295289523Telecommunications relay service method and apparatus
17305283827Digital line card for interfacing a remotely located digital telephone to a central office system
17315282243Recording of automatic number identification to identify lost customers
17325276732Remote workstation use with database retrieval system

1993

17335274700Methods of automatically rerouting an incoming telephone call placed over a network
17345271058Switchless automatic call distribution system used with a combination of networks
17355267305Transparent inband signaling
17365265157Answer supervision and service selection
17375259024Telephone answering service with integrated voice and textual message storage
17385259023Telephonic-interface statistical analysis system
17395255309Telephonic-interface statistical analysis system
17405251252Telephone interface call processing system with call selectivity
17415249223Call-load-control arrangement for an emergency-call-answering center
17425249221Telephone answering system with call transfer
17435247569System and method for controlling outbound and inbound calls in a telephone communication system
17445241584Response time evaluation unit
17455239460Arrangement for motivating telemarketing agents
17465228073Call identification display system
17475226077Headset amplifier with automatic log on/log off detection
17485224153Voice-data telephonic interface control system
17495222124PBX system communications device
17505222120Long distance telephone switching system with enhanced subscriber services
17515218631Telephonic-interface game control system
17525214688Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
17535210789Interactive telephone operator terminal
17545189692Telephone operator simulator
17555185786Automatic call center overflow retrieval system
17565185782ACD arrangement for automatically returning a call at a time specified by the original caller
17575185781Automation of telephone operator assistance calls
17585184345Enhanced ISDN 800 service
17595181239Call tagging user information in a telephonic environment
17605181237Automation of telephone operator assistance calls
17615181236Automatic call returning method for call distributor with message record capability
17625179589Call progress pacing

1992

17635168515Switchless automatic call distribution system
17645164983Telemarketing complex performance management system
17655164982Telecommunication display system
17665164981Voice response system with automated data transfer
17675163087Delivery of customer data base key using automatic number identification
17685163083Automation of telephone operator assistance calls
17695163081Automated dual-party-relay telephone system
17705157718Interface adapter permitting tops position to function as directory assistance unit
17715155763Look ahead method and apparatus for predictive dialing using a neural network
17725155761Automatic call back system and method of operation
17735128990Method for exchanging a buzz signal between keyphone subsets
17745128984Telephone interface call processing system with call selectivity
17755117451Interface to and operation of a voice messaging system
17765113430Enhanced wide area audio response network
17775113429Telephone answering service with integrated voice and textual message storage
17785109404Telephone call processor with select call routing
17795101425Operations monitoring system
17805097528System for integrating telephony data with data processing systems

1991

17815077788System and method for processing telephone communication
17825073929Voice-data telephonic control system
17835073890Remote agent operation for automatic call distributors
17845070525Method for avoiding call blocking
17855067149Telephone line communications control system with dynamic call streaming
17865062103Telephone agent call management system
17875054055Telephone system and method for the intelligent use of individual calling line identification information
17885048075Telephonic-interface statistical analysis system
17895046183Semi-automated operator assistance telecommunication calls
17905046088Converter for in-band routing and/or origination information
17915043983Time and charges information delivery for operator assistance telecommunication calls
17925040208Coordinated voice and data display having temporary storage of transaction data
17935036535Switchless automatic call distribution system
17945033088Method and apparatus for effectively receiving voice input to a voice recognition system
17955027384Personalized automatic call routing
17965023868Automated call handling apparatus
17975014303Operator services using speech processing
17985014298Voice-data telephonic control system
17995012512Telephone operator and agent to database communication arrangement
18005008930Customer definable integrated voice/data call transfer technique
18015003574Voice capture system
18025001710Customer programmable automated integrated voice/data technique for communication systems
18034989234Systems for capturing telephonic mass responses
18044989233Systems for capturing telephonic mass responses
18054988209Telephone agent management information system
18064987587Method and apparatus for providing 800 number service
18074982420Recording system with response categorization

1990

18084975945Universal telephone call relay system
18094972461Call message delivery system and method
18104956861Method and apparatus for addressee location
18114949373Host load balancing
18124943996Shared access to voice and information
18134943995Semi-automated customer information system
18144942602Coordinated transfer of voice and information through a network of digital switches
18154935958Busy/no-answer call completion equipment
18164933964Pacing of telephone calls for call origination management systems
18174932050Proximity detection for telecommunications features
18184930150Telephonic interface control system
18194926462Interface to and operation of a voice messaging system
18204924491Arrangement for obtaining information about abandoned calls
18214918719Elimination of false requests for telephone operator assistance
18224918322Voice/data-formatted telephone information storage and retrieval system
18234916726Telephone answering service with integrated voice and textual message storage
18244907260Telephone line communications control system
18254896345Call handling system
18264894857Method and apparatus for customer account servicing
18274893328Automated telephone operator overflow device
18284893325Integrated public safety answering point system

1989

18294881261Method for predictive pacing of calls in a calling system
18304866756Interactive computerized communications systems with voice input and output
18314864600Telephone call processing system
18324856050Telephone message retrieval system with improved message processor and retrieval console including auto-disabling playback switch
18334852149Automated call filter
18344845739Telephonic-interface statistical analysis system
18354837799Telephone line communications control system
18364829514Digital voice recording and reproduction and telephone network signalling using direct storage in RAM of PCM encoded data
18374827500Automatic speech recognition to select among call destinations
18384817130Call management system with protocol converter and port controller
18394813070Telephone intercept system
18404809321Busy/no-answer call completion equipment
18414805209Coordinated transfer of voice and information through a digital switch
18424805207Message taking and retrieval system
18434800583Overflow call handling system
18444797911Customer account online servicing system
18454797910Automated operator assistance calls with voice processing

1988

18464792968Statistical analysis system for use with public communication facility
18474790004Implied principal busy status indicator for covered calls
18484788682Telephone system adapted to telemarketing
18494763353Terminal based adjunct call manager for a communication system
18504739509Automated message chronicling system
18514734930Voice recording apparatus
18524719647Telephone message retrieval system with improved processor and retrieval console

1987

18534701950Telephone answering system with line detector
18544697282Telephone operator voice storage and retrieval system
18554692817Programmed conversation recording system
18564682354Automatic call coverage for unattended PBX stations
18574674116Telephone line concentrator without switching matrix
18584656623Agent communication arrangements for telecommunication systems
18594634811Call screening system

1986

18604629831Series connected interceptor
18614626627Telephone line selector for use with a PBX
18624623761Telephone operator voice storage and retrieval system
18634620066Method and apparatus for sharing operators among assistance systems
18644614842Secretarial telephone station with distributed processing for use with a secretarial answering system
18654603236Secretarial answering system with distributed processing
18664600814Automated system for establishing telephone voice connections
18674599493Multi-line telephone control system
18684574165Secretarial answering system
18694567324Secretarial telephone station for use with a secretarial answering system

1985

18704559416Telephone line activity monitor
18714539436Programmed conversation recording system
18724529841Intercept information display for a private automatic branch exchange telephone system
18734527013Telephone answering system
18744527011Call concentrator with automatic line supervisor
18754510351ACD Management information system
18764503290Automatic line supervisor for use with a call concentrator

1984

18774476349Call message service
18784468528Methods and apparatus for providing enhanced announcements in a telephone system
18794451704Switching system auxiliary line transfer circuit
18804438296Multimessage automatic telephone polling methods and apparatus
18814436963Implied principal addressing in a call coverage arrangement

1983

18824375582Telephone answering system and method

1982

18834355207Telephone answering system
18844338494Telephone call inventorying and sequencing system and method
18854328396Total service telephone answering system
18864310726Method of identifying a calling station at a call terminating facility

1981

18874302632Digitally-controlled telephone answering switching system
18884256928Telephone call diverting and answering system

1980

18894210783Digitally controlled telephone answering switching system
18904200772Computer controlled telephone answering system

1979

18914152547Selective monitor for an automatic telephone answering system
18924150255Conversational telephone call distributor

1978

18934075426Parallel silent communicator
18944072827Telephone patching apparatus
18954071698Telephone system for audio demonstration and marketing of goods or services
18964066847Automatic call answering and sequencing system

1977

18974052569Emergency call answering system
18984028499Universal/assigned night answering system for EPABX

1976

18993989899Telephone scheduling system
19003987252Computer controlled telephone answering system
19013943290Semi-automatic telephone-answering system
© 2017, ПАТ-Инфо, В.И. Карнышев
Дата формирования списка: 03.04.2017