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2017

19609145System and method for correlating user call response to electronic messages
29609136Call steering in a call center system
39609135Day-level SLA-based routing
49609134Utilizing voice biometrics
59609133Predictive model for abandoned calls
69609132Method for connecting users with agents using user selected agents and agent ratings
79609131Activities assignment optimization for multi-skill contact center
89609130System and method for managing agent schedules in a contact center
99609125Control of telecommunications system
109602669Call center anxiety feedback processor (CAFP) for biomarker based case assignment
119602668Systems and methods for managing multi-tenant callback services
129602667Streamlined call management and routing system
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
169596350Virtual interactions in contact center operations
179591138Call queuing for location-aware mobile devices
189591135Rules-based compliance system
199590840Distributed event delivery
209589244Request process optimization and management
219588830Local survivability in a distributed contact center environment
229584665System and method for optimizing timing of responses to customer communications
239584664System, method, and computer readable medium for routing an agent to a preferred communications platform
249584663System and method for controlling identifier provided when returning call / message
259584659Using graphical text analysis to facilitate communication between customers and customer service representatives
269578175Communication device for establishing automated call back using queues
279578174System and method for out-of-band communication with contact centers
289578172System and method for providing interaction history via a customer application
299578169Method of and system for providing adaptive respondent training in a speech recognition application
309578152Telephonic-based engagements
319577938Method and system for propagating statistics between federated contact center sites for use in event distribution
329571656Method of distributed aggregation in a call center
339571655System and method for scalable interaction prioritization
349571654Bitmaps for next generation contact center
359571653Streamlined call management and routing system
369571652Enhanced diarization systems, media and methods of use
379571649Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms
389571646Routing user communications to agents
399571639Call holding management
409565313Mutual assistance routing system for improved utilization of customer service resources
419565312Real-time predictive routing
429565310System and method for message-based call communication
439565308System for communication routing
449560210Telephone call processing modifications related to call acceptance for an incoming call received at a contact center
459560204Systems and methods for authentication of customers
469560203System and method for providing customer support on a user interface
479560202Automatic contact center administration updates based on acceptance of a broadcast request
489558461Task assignments to workers
499553991User input driven short message service (SMS) applications
509553990Recommended roster based on customer relationship management data
519553989Method and computer readable medium for geographic agent routing
529553988System and methods for scheduling and optimizing inbound call flow to a call center
539553755Method for implementing and executing communication center routing strategies represented in extensible markup language
549549070System and method for compatibility-based team formation
559549068Methods for adaptive voice interaction
569544435System and method for real-time geographical call display of automatic call distributor calls
579544434Method and system for a scalable computer-telephony integration system
589544433Managing interactive communications campaigns using a hold queue
599544429Solutions for voice over internet protocol (VoIP) 911 location services
609538010Method and system for integrating an interaction management system with a business rules management system
619538007Customer relationship management system based on electronic conversations
629537924Interaction management system and methods of use

2016

639531881Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
649531880Optimization in workforce management using work assignment engine data
659531878System and method for access number distribution in a contact center
669531875Using graphical text analysis to facilitate communication between customers and customer service representatives
679525640System and method for controlling lifespan of interaction requests
689521258Real-time call center call monitoring and analysis
699516265System for integrating video calls in telephone call centers
709516171Personal desktop router
719516169Automatic contact center expansion and contraction
729516168Managing, directing, and queuing communication events using near-field communications
739516126Call center call-back push notifications
749509847System and method for language specific routing
759509846Systems and methods of natural language processing to rank users of real time communications connections
769509845System and method for pairing agents and callers within a call center
779503680System for optimizing the monetization of outgoing video sessions of a contact center
789503580Computing device assistance for phone based customer service representative interaction
799497323System and method for call distribution
809491295System and method for selecting agent in a contact center for improved call routing
819491294System and method for marketing attribution in an enterprise
829491293Speech analytics: conversation timing and adjustment
839485360Contact center session preservation
849485359Recording user communications
859479644Customer service call processing and support agent access application
869479643Linguistic coordination system
879479641System and method for routing a communication utilizing scoring
889473639System and method for agent selection in an enterprise
899473638Systems and methods for providing access to available agent
909473635Method and system for managing interactive communications campaigns
919467567System, method, and computer program for proactive customer care utilizing predictive models
929467566System and method for maximizing efficiency of call transfer speed
939462128Customer service controller
949462127Matching using agent/caller sensitivity to performance
959456086Method and system for matching entities in an auction
969456085Managing contact attempts to an account in a contact center
979451091Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
989451090System and method for performance-based routing of interactions in a contact center
999451089Calling center system and calling processing method thereof
1009451088System and method for client interaction application integration
1019451087Agent matching based on video analysis of customer presentation
1029444940Pseudo agent matching
1039444937Systems and methods to determine quality of services provided over real-time communication connections
1049444936Interaction request processing according to client pre-configured schedule
1059443216System and method for providing managed instant communication (or chat)-based helpdesk services
1069438736Limiting contact in a networked contact center environment
1079438735Procedure and mechanism for managing a call to a call center
1089438734System and method for managing a dynamic call flow during automated call processing
1099426296Systems and methods for routing callers to an agent in a contact center
1109426295Method and device for distributing mobile attendant call
1119426294Sending callback text messages from a contact center
1129426293Systems and methods for location based call routing
1139426292Call center anxiety feedback processor (CAFP) for biomarker based case assignment
1149420107Service request routing using passive skill certification
1159420106Methods and systems for assigning priority to incoming message from customer
1169420105Location-based call initiation
1179420104Systems and methods for an omni-channel routing broker
1189420103Customer service call processing and support agent access application
1199420101System for facilitating loosely configured service worker groups in a dynamic call center environment
1209414211Performance center mobile supervisor application
1219413894Systems and methods for routing callers to an agent in a contact center
1229413893System, method, apparatus, and computer program product for providing mobile device support services
1239413892Distributed hardware/software system for managing agent status in a communication center
1249413881Identifying recorded call data segments of interest
1259407768Methods and system for analyzing multichannel electronic communication data
1269407767Systems and methods for tracking calls responsive to advertisements using back channel messaging and data channel communications
1279401993Automatic language selection for interactive voice response system
1289401992Systems and methods for selectively routing calls to a call center
1299401989Work assignment with bot agents
1309398158System and method for managing traffic bursts for a plurality of tenants
1319398157Optimized predictive routing and methods
1329398156Computer implemented methods and apparatus for managing agent workload in a customer service environment
1339398155Enterprise-wide split function IVR callback system
1349398154Communication system for establishing automated call back using queues
1359392118System and method to provide a response to an inquiry
1369392117Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention
1379392116System and method for customer experience management
1389392115System and method for contact center activity routing based on agent preferences
1399392112Flow designer for contact centers
1409391879Mixed media call routing
1419386155Communication device for establishing automated call back using queues
1429386152Intelligent automated agent and interactive voice response for a contact center
1439386144Real-time customer feedback
1449380163System for routing interactions using bio-performance attributes of persons as dynamic input
1459374468Inbound contact center call disconnect buffer
1469374466System and methods for predicting future agent readiness for handling an interaction in a call center
1479374465Multi-channel and multi-modal language interpretation system utilizing a gated or non-gated configuration
1489373092System and method for automated distribution of supervisory functions in a contact center
1499369591System and method for correlating user call response to electronic messages
1509369573Method and apparatus for implementing inquiry callback and information update services
1519363377System and method for optimizing agent login in a contact center
1529363376Methods, systems, and products for routing communications
1539357073Method and system for routing messages and connecting users associated with live-connected content
1549357072Dialed string matching and call cost minimization in dial plan
1559357069System for indicating priority levels for transaction and task engagement in a call center
1569357066Increasing contact center efficiency via multi-cast and multi-item presentation
1579357047Method and system for a multitenancy telephone network
1589355183System and method for contact information integration with search results
1599350867System and method for anticipatory dynamic customer segmentation for a contact center
1609350866Using a speech analytics system to offer callbacks
1619350865Method 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
1629350808Method for routing transactions between internal and external partners in a communication center
1639344573System and method for a work distribution service
1649344570Managing interactive communications campaigns with customer recovery
1659344569System and method for addition and removal of servers in server cluster
1669344568System for communication routing
1679338299Distributed constraint-based omptimized routing of interactions
1689336526Method for providing support using answer engine and dialog rules
1699332124Call routing to subject matter specialist for network page topic
1709332123Real-time feedback of survey results
1719325849Customer service routing
1729325848Method, apparatus, and system for providing ripple reduction using near term simulation for optional sequencing
1739325847System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
1749325844System and method for monitoring health of deployment states for a contact center
1759319527System and method for providing improved wait time estimates
1769319526System and method for granting delayed priority access to a resource
1779319523Methods and apparatus for providing expanded telecommunications service
1789319522Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application
1799319515Call notification with rich caller identification
1809313332Routing user communications to agents
1819307086Managing interactive communications campaigns with reduced customer-to-agent connection latency
1829307085System, method, and computer program for predicting at least one reason for a current call received from a customer
1839300802Techniques for behavioral pairing in a contact center system
1849294625Limiting contact in a networked contact center environment
1859294624System and method for client interaction application integration
1869294620Method, medium, and system for a customer service application for a portable electronic device
1879288326Systems and methods for routing a contact to an agent in a contact center
1889288325Systems and methods for routing callers to an agent in a contact center
1899288316System and method for eliminating hold-time in phone calls
1909282193Call routing
1919277055Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
1929270827Dynamic management and redistribution of contact center media traffic
1939270826System for automatically routing a communication
1949264545Computer-implemented system and method for automating call center phone calls
1959264325Voice optimization in a network having voice over internet protocol communication devices
1969258425Method and system for speaker verification
1979258421Speech analytics: conversation timing and adjustment
1989258414Computer-implemented system and method for facilitating agent-customer calls
1999253329Services via a conference bridge
2009253325Online technical support management
2019253324Providing agent availability for an outdial application
2029253320Implementing a network of intelligent virtual service agents to provide personalized automated responses
2039247070Method of operating a contact center
2049247066User input drivent short message service (SMS) applications
2059247065Connection routing system
2069247064Tiered call routing
2079247063Method and system for personalising responses to customer communications
2089247062System and method for queuing a communication session
2099247061Answer based agent routing and display method
2109247059Priority token-based interactive voice response server
2119241067System and method for self-service callback modification
2129237235Call queuing for location-aware mobile devices
2139237234System and method for modifying parameters in a contact center
2149237233System and method for providing sales and marketing acceleration and effectiveness
2159232066Method and apparatus for queue routing

2015

2169225835Call center services system and method
2179225834Contact center skills modeling using customer relationship management (CRM) incident categorization structure
2189225832Networked contact center user interface
2199219819Load balancing and sharing of contextual information in a multi-vendor and/or multiple contact center environment
2209219818Followup of customer service agents
2219219817Method and system for managing interactive communications campaigns
2229215324Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
2239215323Selective mapping of callers in a call center routing system
2249215322Intelligent communication routing system and method
2259210266System and method for web-based real time communication with optimized transcoding
2269210264System and method for live voice and voicemail detection
2279203963System and method for real-time geographical call display of automatic call distributor calls
2289197752Method for designing an automated speech recognition (ASR) interface for a customer call center
2299197751Rules-based compliance system
2309197750Method for automated handling of outbound contacts requiring assured connection to a live agent
2319191513System and method for dynamic job allocation based on acoustic sentiments
2329191512Sending callback text messages from a contact center
2339191511Agent override of a call answering outcome determination of an outbound call in a contact center
2349191510Methods and system for analyzing multichannel electronic communication data
2359189790Customer service controller
2369185238System and method for scheduling, establishing and maintaining an open communication channel with an advisor
2379185224Method and system for managing interactive communications campaigns with call pacing
2389185223Real time feedback of script logic
2399185222Identifying escalation events in communication sessions
2409185221Systems and methods for providing access to available agent
2419185220Distributed event delivery
2429185219Recording user communications
2439178999Contact center monitoring
2449178997System and method for simulating virtual queuing of calls
2459178993Line connection apparatus and method
2469172810System and method for calculating context-aware estimated wait time for customers
2479172809System and method for prioritizing customers and predicting service escalation
2489172808Systems and methods for identifying a caller
2499172807Techniques for customer relationship management
2509172806Method for providing support services using consumer selected specialists and specialist ratings
2519172805Edge injected speech in call centers
2529172804Method of distributed aggregation in a call center
2539172802Systems and methods for reestablishing terminated telephone calls with an interactive voice response (IVR) system
2549172783Integrating two-dimensional barcodes and embedded links with call center operation
2559167090Public safety answering point language detection
2569160858Routing of work in an enterprise based upon social information associated with enterprise agents and clients
2579160857Method for the operation of a system and system for the administration of calls to a call center
2589160856Processing telephone calls
2599160855System and method for call and data matching in a contact center
2609160852Real-time call center call monitoring and analysis
2619159054System and method for providing guidance to persuade a caller
2629154627Activities assignment optimization for multi-skill contact center
2639154626Secret transfers in contact centers
2649154625System for communication routing
2659154315System and method for monetizing switching of web service messages
2669148512Routing user communications to agents
2679143896Systems and methods for providing a distributed mobile call center for a service establishment
2689143616System and method for managing traffic bursts on a per tenant basis
2699143615System and method for providing call-back options
2709143614System and method for client interaction application integration
2719137373Real-time predictive routing
2729137372Real-time predictive routing
2739137371Leads processing engine
2749137370Call center input/output agent utilization arbitration system
2759137369Mapping ISDN cause codes in a contact center for improved tracking of call attempts
2769137368Cloud computing call centers
2779137366Maintaining a work schedule
2789137287High availability for voice enabled applications
2799135668Contact center routing using characteristic mapping
2809135596System and method to allocate resources in service organizations with non-linear workflows
2819124702Strategy pairing
2829124701Method and system for automatically routing a telephonic communication
2839124700System and method for unified calling
2849124699Systems and methods for expert communications
2859124698Virtual calling modes
2869124696Customer-enabled evaluation and control of communication center agent contact
2879118765Agent skill promotion and demotion based on contact center state
2889118764Method and system to determine and employ best contact opportunity
2899118762System and methods for selecting a dialing strategy for placing an outbound call
2909118624Distributed hardware/software system for managing agent status in a communication center
2919112976Parking and routing network calls and sessions
2929112969Apparatus and method for audio data processing
2939112952Correlating information between internet and call center environments
2949106750Facilitating a contact center agent to select a contact in a contact center queue
2959106749Virtual call center manager
2969106748Optimized predictive routing and methods
2979106746System and method for controlling calls for contact centers
2989106744Interactive content for click-to-call calls
2999106741Audio recording apparatus, audio recording method and audio recording program
3009105268Method and apparatus for predicting intent in IVR using natural language queries
3019100486Managing transaction complexity in a contact center
3029100485Adaptive stochastic queueing
3039100483Properly ascertaining shift-related work deficiencies of contact center agents
3049100481System and method for managing a contact center
3059100480Adjustment of contact routing decisions to reward agent behavior
3069094517Method and apparatus for segmenting work in a contact center
3079094516System and method for contact information integration with search results
3089094513Outbound pacing mechanism for IVR
3099088659Method and apparatus for provisioning contact handling resources in a contact center
3109088658Intelligent overload control for contact center
3119088657System and method of automated order status retrieval
3129088656System and method for access number distribution in a contact center
3139088655Automated response system
3149088654Communication disposition determination for unified recovery system for payments in arrears
3159088652System and method for speech-enabled call routing
3169088423System and method for facilitating on call privileges over a digital network
3179083806Method of bootstrapping contact center
3189083805System and method for providing service by a first agent while waiting for a second agent
3199083804Optimized predictive routing and methods
3209083803Systems and methods for allocation of telephony resources on-demand
3219083802Method and system for integrating an interaction management system with a business rules management system
3229083801Methods and system for analyzing multichannel electronic communication data
3239083800Agent-centric processing of prioritized outbound contact lists
3249082149System and method for providing sales assistance to a consumer wearing an augmented reality device in a physical store
3259077805System for communication routing
3269077802Automated response system
3279077547System and method for securely transmitting data via an electronic marketplace
3289071687Outbound time window indicators
3299065917Systems and methods for processing and routing communications
3309065916System and method for virtual queuing of calls
3319065915Sending callback text messages from a contact center
3329064359System for queue and service management
3339060076Methods and systems for managing a call session
3349060064System for routing interactions using bio-performance attributes of persons as dynamic input
3359055150Skills based routing in a standards based contact center using a presence server and expertise specific watchers
3369055149Managing, directing, and queuing communication events using image technology
3379055140Contact center queue priority management method and system
3389031224System of reverse call branch off-load
3399025759Method of reverse call branch off-load
3409020136System and method for blended PSTN and computer network customer support interactions
3419020132Contact center agent filtering and relevancy ranking
3428958557Systems and methods for protecting information
3438934616System and method for real-time geographical call display of automatic call distributor calls

2014

3448908855Systems and methods for allocation of telephony resources on-demand
3458873737Routing communication sessions in a contact center
3468867734Functionality during a hold period prior to a customer-service video conference
3478867733Real-time predictive routing
3488837700Dialed string matching and call cost minimization in dial plan
3498831206Automated, data-based mechanism to detect evolution of employee skills
3508831205Intelligent communication routing
3518787555Process for obtaining expert advice on-demand
3528787554System and method for a digital network for switching web service messages
3538787552Call center issue resolution estimation based on probabilistic models
3548781104System and method for enabling tracking of contract provisions in a service message switching marketplace
3558755508Intelligent switching system for voice and data
3568737600Skills-based communication routing
3578724797Estimating agent performance in a call routing center system
3588718267Analytics feedback and routing
3598699694Precalculated caller-agent pairs for a call center routing system
3608660258System and methods for selecting a dialing strategy for placing an outbound call
3618654963Method and system for integrating an interaction management system with a business rules management system
3628649501Interactive dialing system
3638649491System and method for real-time geographical call display of automatic call distributor calls
3648638925Systems and methods for providing access to available agent
3658634542Separate pattern matching algorithms and computer models based on available caller data

2013

3668600036System of reverse call branch off-load
3678594313Systems and methods for endpoint recording using phones
3688594309Managing interactive communications campaigns with customer recovery
3698594307Method of reverse call branch off-load
3708577017Interrupting auxiliary agents
3718565407Systems and methods for allocation of telephony resources on-demand
3728559616Method and system for controlling establishment of communication channels in a contact center
3738494151System and method for balancing call session assignments on an agent console
3748411842Intelligent communication routing
3758379835Systems and methods for endpoint recording using recorders
3768363818On-hold call monitoring systems and methods
3778358767System and method for efficient call management for directory assistance services
3788345852System to estimate best time to contact a contact center

2012

3798295471Selective mapping of callers in a call-center routing system based on individual agent settings
3808280020Transparent caller name authentication for authorized third party callers
3818275118Method and system for controlling establishment of communication channels in a contact centre
3828229098Network router for heterogeneous ACD system
3838130938Systems and methods for endpoint recording using recorders
3848107611Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information
3858102994Client survey systems and methods using caller identification information

2011

3868068600Queue management system and method
3878068592Intelligent switching system for voice and data
3888054965Telephony control system with intelligent call routing
3898045699Method and system for performing automated telemarketing
3908031858Call flow framework for consistent troubleshooting across multiple vendors and locations
3918009821Stores as call center resources
3928000465Systems and methods for endpoint recording using gateways
3937953217System and method for providing a call back option for callers to a call center
3947940914Detecting emotion in voice signals in a call center
3957913063System and method for performance based call distribution
3967894595Telephony control system with intelligent call routing
3977889850Customer relationship management for customer service requests

2010

3987853005Web-based network monitoring tool
3997844041Intelligent switching system for voice and data
4007817794System and method for integrated resource scheduling, task allocation and agent work management
4017756264Method and apparatus for providing telephone support for internet sales
4027738650Systems and methods for scalable hunt-group management
4037720214Call center study method and system
4047689426Method and apparatus for distributed interactive voice processing
4057680264Systems and methods for endpoint recording using a conference bridge
4067672444Client survey systems and methods using caller identification information
4077660406Systems and methods for integrating outsourcers
4087657022Method and system for performing automated telemarketing
4097646861Customer relationship management for customer service requests

2009

4107613290Recording using proxy servers
4117606358System and method for providing personal directory assistance services
4127602900Method and apparatus for providing relevant data responsive to a problem request
4137526080Integrated disparate intelligent peripherals
4147512224Call transfer service using service control point and service node
4157502460Method and system for distributing outbound telephone calls

2008

4167471786Interactive voice response system with partial human monitoring
4177460660Method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring
4187457404Methods of monitoring communications sessions in a contact centre
4197433459Methods and apparatus for providing telephone support for internet sales
4207433457Personalized assistance system and method
4217418093Method for evaluating customer call center system designs
4227409054System and method for integrated resource scheduling, task allocation and agent work management
4237391856Intelligent switching system for voice and data
4247366291Call transfer service using service control point and service node
4257349535Method and system for automatic call distribution based on location information for call center agents
4267349534Call routing from first to second dialog of interactive voice response system
4277343010System and method for integrated resource scheduling and task allocation
4287317792Integrated disparate intelligent peripherals

2007

4297286661Systems and methods for scalable hunt-group management
4307277536Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center
4317266192Retrieval of data related to a call center
4327239692Method and system for distributing outbound telephone calls
4337239691Method and system for handling calls in a communication network
4347231032Negotiated routing in telephony systems
4357215755Integrated disparate intelligent peripherals
4367215752Intelligent switching system for voice and data
4377190782Personal communication center performance display and status alert system
4387180993Associating call appearance with data associated with call

2006

4397149304Personal communication center performance display and status alert system
4407142662Method and system for distributing outbound telephone calls
4417139381Method and apparatus for initiating telephony contact
4427130411Hold queue position publication
4437127059System and method for integrated resource scheduling, task allocation and agent work management
4447127058Managing communications in a call center
4457120244Call routing from manual to automated dialog of interactive voice response system
4467088812Call management implemented using call routing engine
4477082194Feedback control of call processing in a communication system switch with script selection based on assigned weightings
4487079641Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center
4497065203Method and system for managing call requests in a limited bandwidth environment
4507065202Retrieval of data related to a call center
4517062030Method and system for handling calls in a communication network
4527050569Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time
4537046790System, a device, a computer program product and a method for allocating resources to users
4547039176Call center administration manager with rules-based routing prioritization
4557031447System and method for location-based call distribution
4567020264Negotiated routing in telephony systems
4577020258Expandable multiline dialing apparatus
4587003091Resource allocation for simultaneous hunt group
4597003090Method of establishing a communication channel to intelligent support for ebusiness applications
4606996223Method, apparatus and computer program product for interactive phone call routing in a service provider network and information processing in an enterprise network
4616996222Call-associated data transfer among multiple telecommunication switches

2005

4626961419Contact center data integration with enterprise applications
4636959081Expert hold queue management
4646959080Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection
4656959078Apparatus and method for monitoring and adapting to environmental factors within a contact center
4666958994Call transfer using session initiation protocol (SIP)
4676956941Method and system for scheduling inbound inquiries
4686952732Method and apparatus for multi-contact scheduling
4696952470Apparatus and method for managing a call center
4706947543Computer-telephony integration that uses features of an automatic call distribution system
4716947537Methods and apparatus for using AIN techniques to facilitate servicing of calls by a group of users
4726944281Outbound call center
4736937715Contact center management
4746934381Contact routing system and method
4756934380Method and system for automatic contact distribution utilizing presence detection
4766934379Multiple client remote agent network method
4776928155Process for including functions of an automatic call distributor system in an interactive voice response system
4786925165Call selection based on continuum skill levels in a call center
4796925161Call hold signaling
4806925155Method and system for routing calls based on a language preference
4816920213Methods and apparatus for facilitating the interaction between multiple telephone and computer users
4826912278Call management implemented using call routing engine
4836910072Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
4846904143Apparatus and method for logging events that occur when interacting with an automated call center system
4856898277System and method for annotating recorded information from contacts to contact center
4866898190Method for estimating telephony system-queue waiting time in an agent level routing environment
4876895083System and method for maximum benefit routing
4886891946Automated phone priorities
4896885665Method for distributing calls to a group of end points
4906882724System and method for providing call statistics in real time
4916879674System and method for providing an automatic telephone call back to a telephone line being used to access a computer network
4926879586Internet protocol call-in centers and establishing remote agents
4936874119Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center
4946871212Method and apparatus for processing a telephone call
4956870926Method of optimizing call center resources based upon statistics
4966870925Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system
4976870924Automatic call distribution system and method
4986868152Retrieval of data related to a call center
4996865267Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set
5006865263System and method for placing a telephone call
5016859529Method and system for self-service scheduling of inbound inquiries
5026856680Contact center autopilot algorithms
5036853721Contact center autopilot architecture
5046853720Software call control agent
5056850615Method and system for providing information to an external user regarding the availability of an agent
5066850613Customer service request allocations based upon real-time data and forecast data
5076850612End user automatic call distributor network control
5086847715Method and system for informing callers within a queue
5096847714Accent-based matching of a communicant with a call-center agent
5106847713Method and apparatus for robust call routing
5116845155Technique for effectively processing and dynamically routing communication calls
5126845154Allocation of resources to flexible requests
5136842515Multi-site responsibility-based routing
5146839422Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network
5156839419Ring network implemented by telephony switches and links

2004

5166831971Fault-tolerant load balancing of conference call bridges
5176831966Multi-tenant, multi-media call center services platform system
5186826276Managing caller profiles across multiple call hold centers
5196826194Method for serving IP users by graphically-based interaction to agents of a call center
5206823062Arrangement for predicting call-center status in a network call-routing system
5216822945Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
5226819759System and method for providing personalized and customized services for call center customers waiting in queue
5236816733Tracking agent call processing locations in connection with an automatic call distribution system
5246816727Technique for continually providing directional assistance over a communication network to a user
5256813349Communication of user data to an automatic call distributor agent
5266807274Call routing from manual to automated dialog of interactive voice response system
5276807264Computer telephony integration
5286804345Virtual contact center with flexible staffing control
5296801620Enhanced agent automatic call distribution control
5306801613Associating call appearance with data associated with call
5316801520Queue prioritization based on competitive user input
5326798877Enhanced end user automatic call distributor control
5336798876Method and apparatus for intelligent routing of incoming calls to representatives in a call center
5346798771Call setup gateway for telecommunications system
5356798766Network transfer system
5366792102Matching routed call to agent workstation
5376791975Call signature in a packet-based network
5386788931Directory assistance method and apparatus
5396788781Emergency call load management for call centers
5406788780Communications apparatus
5416785380Network-centric self-administered call center with intelligent mobile agent terminals
5426782091Virtual call distribution system
5436782087Desktop telephony application program for a call center agent
5446778661Multimedia call distribution system
5456771765Multimedia queuing in a customer contact or call center
5466771764Schedule based transaction routing
5476771760Callback imitation as incoming calls
5486771746Method and apparatus for agent optimization using speech synthesis and recognition
5496766014Customer service by batch
5506766013Timely shut-down of a real-time work center
5516766012System and method for allocating agent resources to a telephone call campaign based on agent productivity
5526765998Method and system for providing quick directions
5536763104Call center IVR and ACD scripting method and graphical user interface
5546763093Application based queuing via an H.323/SIP interface
5556760428Modification of voice prompting based on prior communication in a call center
5566757374Method for controlling additional service functions in a communications network, as well as an associated communications network and an associated program
5576754693Method and apparatus to allow users and representatives to conduct simultaneous voice and joint browsing sessions
5586754486Method and system for directory assistance services having messaging or paging capability
5596754335Call center with location queuing and dispatching
5606754334Automatic call director first in first out accessory
5616754333Wait time prediction arrangement for non-real-time customer contacts
5626754332Object oriented system and method for directing incoming telephone calls
5636748074System and method for purging a call list
5646748073Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration
5656748063Call distribution
5666744879Profit-based method of assigning calls in a transaction processing system
5676744878Real-time transaction routing augmented with forecast data and agent schedules
5686744877Method and system for enterprise service balancing
5696741699Arrangement for controlling the volume and type of contacts in an internet call center
5706741698Call management system using dynamic threshold adjustment
5716741696Automatic call distributing method and system
5726738473Call queuing
5736735300Method and apparatus for enabling interaction between callers with calls positioned in a queue
5746735299Automatic call distribution groups in call center management systems
5756732188Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator
5766731744Call processing system and service control point for handling calls to a call center
5776731625System, method and article of manufacture for a call back architecture in a hybrid network with support for internet telephony
5786731609Telephony system for conducting multimedia telephonic conferences over a packet-based network
5796728363Determining expected call waiting time in a call center queue
5806728359Network with distributed service control point functionality
5816724884Call management system using fast response dynamic threshold adjustment
5826724764Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
5836721417Method and apparatus for controlling network automatic call distribution
5846718366Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
5856714643System and method for implementing wait time estimation in automatic call distribution queues
5866714642System and methods for call decisioning in a virtual call center integrating telephony with computers
5876711256System and method for telemarketing through a hypertext network
5886711255Predictive distribution of calls between inquiry centers
5896711254Telephone-receiving call center system
5906711253Method and apparatus for analyzing performance data in a call center
5916707903Automated workflow method for assigning work items to resources
5926704412Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
5936704411System and method for realizing home agent client function for call center system
5946704410System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications
5956704409Method and apparatus for processing real-time transactions and non-real-time transactions
5966704404Callback telecommunication system and method
5976700971Arrangement for using dynamic metrics to monitor contact center performance
5986697858Call center
5996694009Estimation of a work item's wait-time from the present stages of processing of preceding work items
6006694008Monitored suspension of communications sessions
6016690932System and method for providing language translation services in a telecommunication network
6026690789Fault tolerant telephony control
6036690788Integrated work management engine for customer care in a communication system
6046690664Call center communications system for handling calls to a call center
6056687877Web-based call center system with web document annotation
6066687241Enterprise contact server with enhanced routing features
6076683942Telephone switching system with data integration
6086683870Method and system for multicasting call notifications
6096678718Method and apparatus for establishing connections
6106678371Direct customer control of a network router
6116678266ACD with packet data based agent interconnect
6126674852Call management implemented using call routing engine
6136674839Method, system, and article for informing a telecommunication customer of a future performance estimate for a telecommunication feature

2003

6146671366Method of connecting calls
6156671263Multimedia call handling
6166668286Method and system for coordinating data and voice communications via customer contact channel changing system over IP
6176668050Common access code routing using subscriber directory number
6186665396Call hold manager system and method
6196665393Call routing control using call routing scripts
6206661889Methods and apparatus for multi-variable work assignment in a call center
6216661882System and method for automated telephone message routing using an altered ANI
6226658106Desktop telephony application program for a call center agent
6236654815Contact server for call center
6246654459Enhanced agent authentication in virtual contact center
6256654458Administration and control of an automatic call distributor by a remotely located supervisor
6266654457Call centre
6276650748Multiple call handling in a call center
6286650747Control of merchant application by system monitor in virtual contact center
6296639982Method and apparatus for agent forcing and call distribution for large team call servicing
6306636598Automated transaction distribution system and method implementing transaction distribution to unavailable agents
6316633640Methods and apparatus for analysis of load-balanced multi-site call processing systems
6326628778Automatic relay method and storage medium containing automatic relay processing program
6336628777Method and system for scheduled delivery of training to call center agents
6346628772Method for providing enhanced directory assistance upon command using out-of-band signaling
6356625139Apparatus and methods for coordinating internet protocol telephone and data communications
6366621901Optimal dynamic agent state assignment
6376621900Automated right-party contact telephone system
6386621899Method and system for establishing voice communications using a computer network
6396614903Methods and apparatus for service state-based processing of communications in a call center
6406614902Call-center call routing
6416614783Multimedia telecommunication automatic call distribution system using internet/PSTN call routing
6426606668System and method for least cost routing and managing multiple gatekeepers on a packet switched network
6436603854System and method for evaluating agents in call center
6446603847Incoming call routing system with integrated wireless communication system
6456603775Dynamic allocation of communication resources within a communication system
6466600822Method for telephony call blending
6476597685Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network
6486587557System and method of distributing outbound telephony services over a computer network
6496587556Skills based routing method and system for call center
6506584193System, method, and computer program product for network telephone queuing
6516584192Method and apparatus for skills-based task routing
6526584191Staffing-based percentage-allocation routing using real-time data
6536584184Method and system for an intelligent partitioned communication system
6546581105Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center
6556580904Method of providing directional assistance to a mobile telephone subscriber
6566577727ACD tier based routing
6576577605System, method and apparatus for automatically distributing multimedia calls
6586574330Bus interface for automatic call distributor
6596574329Incoming call processing method, incoming call processing apparatus, and computer-readable recording medium having an incoming call processing program recorded thereon
6606570980Method of distributing telephone calls to ordered agents
6616563921Automatic call director first in first out accessory
6626563920Methods and apparatus for processing of communications in a call center based on variable rest period determinations
6636563916System for transmitting a change in call queued/hold state across a communications network
6646563788Method and apparatus for call distribution and override with priority recognition and fairness timing routines
6656560330Rules-based queuing of calls to call-handling resources
6666560329Automated call routing system
6676556676Adapter card implementing a time-shared digital signal processor
6686556671Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments
6696553114System for automatically predicting call center agent work time in a multi-skilled agent environment
6706553113System and methods for call decisioning in a virtual call center integrating telephony with computers
6716553112Call center system
6726546087Method and system for enabling queue camp-on for skills-based routing
6736546083System and method for placing a telephone call
6746542601Method and system for automated customer support services
6756539419Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
6766539080Method and system for providing quick directions
6776535601Skill-value queuing in a call center
6786535600System for automatically routing calls to call center agents in an agent surplus condition based on service levels
6796526397Resource management facilitation
6806526135Automated competitive business call distribution (ACBCD) system
6816526041Apparatus and method for music-on-hold delivery on a communication system
6826522743Routing calls to call centers
6836512825Queue-based distinctive ringing in a call center system
6846510221System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities
6856504913Call handling mechanism

2002

6866501839Method and apparatus for equitable call delivery
6876499023Data item evaluation based on the combination of multiple factors
6886496580Method and apparatus for servicing queued requests
6896493695Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types
6906493447Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
6916493446Call center posting program
6926493353Communications signaling gateway and system for an advanced service node
6936487290Call routing based on local status evaluation
6946480601Voice and data transfer from outbound dialing to inbound ACD queue
6956480597Switch controller for a telecommunications network
6966473612Method for providing directory assistance services via an alphanumeric page
6976470080In-band signaling for routing
6986466798System and method for automatically distributing communications to selected locations
6996466784Technique for monitoring and attempting to connect destination telephone and providing information assistance upon detection of unsatisfactory connection
7006466570Method of accessing service resource items that are for use in a telecommunications system
7016463346Workflow-scheduling optimization driven by target completion time
7026463149Web page synchronization system and method
7036463148Blending communications in a call center
7046459781Key telephone apparatus with call distribution function
7056459697Integrated telephony network combining a packet data network and a dedicated--connection network
7066456711Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture
7076456601Method and system to provide telephony tones and announcements in a packetized network environment
7086453039Method and apparatus for robust call routing
7096453038System for integrating agent database access skills in call center agent assignment applications
7106449358Method 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
7116449357Queuing status reporting apparatus
7126449353Telecommunication number processing technique for a telephony server
7136449270Dynamic re-routing
7146445788Method and apparatus for providing fair access to agents in a communication center
7156445784Point-of-presence call management center
7166442592Message center system
7176442550System and method in a collaborative data processing environment for customizing the quality of service on a per-client basis
7186442268Method of implementing a line group function in a communications network based on ITU-T H.323
7196438710Circuit and method for improving memory integrity in a microprocessor based application
7206434230Rules-based queuing of calls to call-handling resources
7216434121Telephone agent call management system
7226424709Skill-based call routing
7236418217Arrived call receiving system for supporting reception services using telephone and receiving method therefor
7246411805System and method for a network-based call continuation service
7256411708System and method for purging a call list
7266411687Call routing based on the caller's mood
7276408066ACD skill-based routing
7286404883System and method for providing call statistics in real time
7296396920System for selectively providing a higher level of directory assistance services
7306393018Apparatus and methods enhancing call routing to and within call-centers
7316389400System and methods for intelligent routing of customer requests using customer and agent models
7326389133Method for telephony call blending
7336389132Multi-tasking, web-based call center
7346389028Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
7356389007Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
7366385646Method and system for establishing voice communications in an internet environment
7376385637Periodic process timer
7386381645Method of implementing push techniques in conventional web browsers
7396381329Point-of-presence call center management system
7406373937Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
7416373836Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system
7426370508Interface engine for managing business processes within a multimedia communication-center
7436366668Method of routing calls in an automatic call distribution network
7446366666Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
7456366665Remote ACD data base modification via telephone
7466363346Call distribution system inferring mental or physiological state
7476359982Methods and apparatus for determining measures of agent-related occupancy in a call center
7486356632Call selection and agent selection in a call center based on agent staffing schedule
7496353667Minimum interruption cycle time threshold for reserve call center agents
7506349137Apparatus and method for providing support software for an agent workstation of an automatic call distributor
7516347139System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy
7526345093System and method for providing automated take back and transfer functionality to a computer telephony system
7536337905System for controlling automatic call distribution service

2001

7546333980Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents
7556333979Method and apparatus for assigning incoming communications to communications processing centers
7566332154Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
7576327364Reducing resource consumption by ACD systems
7586327363Method and system for automated customer services
7596327362System and method including dynamic differential treatment in workflows and contact flow
7606327347Calling party identification authentication and routing in response thereto
7616324276Point-of-presence call center management system
7626320956Multiple client remote agent network method
7636320951Transfer-connect telephony services utilizing automated audio systems
7646314178Method and apparatus for enabling interaction between callers with calls positioned in a queue
7656314177Communications handling center and communications forwarding method using agent attributes
7666314176Third party call control
7676311231Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
7686310951Reassignment of agents
7696301354Method and apparatus for entertaining callers in a queue
7706298130Metadata-based network routing
7716295551Call center system where users and representatives conduct simultaneous voice and joint browsing sessions
7726295354Method for incoming call answering for automatic call distributors
7736295353Arrangement for efficiently updating status information of a network call-routing system
7746295352Switching system for automatic call distribution and new operation training
7756292555System, method and storage medium for connection to operator
7766289094External positivistic forward transfer in call routing systems
7776286033Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation
7786285752Automated right-party contact telephone system
7796282284Method and system for establishing voice communications using a computer network
7806282283Optimization of agent transfers in call blending
7816282282Call center outbound/inbound balance system
7826282281Method of providing telecommunications services
7836278777System for managing agent assignments background of the invention
7846272347Automatic call distribution based on physical location of wireless terminals
7856272216Customer self routing call center
7866266407Telephony system command scheduler and precedent processor
7876263066Multimedia managing and prioritized queuing system integrated with intelligent routing capability
7886263065Method and apparatus for simulating central queue for distributing call in distributed arrangement of automatic call distributors
7896263052Autointeraction communication system
7906259786Intelligent virtual queue
7916259774Apparatus and methods for coordinating telephone and data communications
7926256380Methods for processing operator service system calls
7936246759Call overflow system and method for overflowing telephone calls between telephonic switches
7946246758Method of providing telecommunication services
7956243092Transaction flow editing tool
7966233333CTI integration of telephonic calls moved between switches of an automatic call distributor
7976233332System for context based media independent communications processing
7986229888System and method for operating a plurality of call centers
7996226287System and method for integrating voice on network with traditional telephony
8006225998Visual design of workflows for transaction processing
8016222919Method and system for routing incoming telephone calls to available agents based on agent skills
8026222918Call distribution facility
8036219415Call hold state notification across a communications network
8046219087Interactive video communication in real time
8056215865System, method and user interface for data announced call transfer
8066208852Telephone, telephone exchange system, storage medium and method incorporating suspend service
8076208723System and method for enhanced automatic recall
8086195426Service providing customized information to queuing customers
8096192122Call center agent selection that optimizes call wait times
8106188673Using web page hit statistics to anticipate call center traffic
8116185292Skill-based real-time call routing in telephony systems
8126185287Parallel data transfer and synchronization
8136181788Uniform control of mixed platforms in telephony
8146181366Video switching system, video communications system and method for establishing video communications with a telephonic switch
8156178240Method and apparatus for entertaining callers in a queue
8166175621Priority call on busy
8176175617Key telephone apparatus with [automatic] call distribution function
8186175564Apparatus and methods for managing multiple internet protocol capable call centers
8196175563Parallel data transfer and synchronization in computer-simulated telephony
8206173053Optimizing call-center performance by using predictive data to distribute calls among agents
8216173052Blending communications in a call center
8226169904System and method for automatically distributing communications to selected locations
8236169798System and method for automatic call

2000

8246163607Optimizing call-center performance by using predictive data to distribute agents among calls
8256157655Method for estimating telephony system-queue waiting time in an agent level routing environment
8266144730Method of optimum call distribution using an intelligent network and system thereof
8276141328Method and system for two-way negotiated call hold
8286134530Rule based routing system and method for a virtual sales and service center
8296134318System and method for telemarketing through a hypertext network
8306134315Metadata-based network routing
8316130942Skills-based automatic call distribution system
8326130933Apparatus and methods for coordinating telephone and data communications
8336128380Automatic call distribution and training system
8346125178Method and apparatus for enabling interaction between callers with calls positioned in a queue
8356122365Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
8366122364Internet network call center
8376122360Negotiated routing in telephony systems
8386122358Operator connection control method
8396122346Telephone on-hold response system
8406118866Emergency call load management for call centers
8416111947Intelligent services network adjunct processor
8426104802In-band signaling for routing
8436104801Escalatory reactive call routing
8446104797Method and system for an intelligent partitioned communication system
8456100891Call center agent interface and development tool
8466097806ACD with multi-lingual agent position
8476091811Ringing technique in automatic call distribution
8486088443Intelligent services network adjunct processor
8496088442Automatic wireless alerting on an automatic call distribution center
8506088441Arrangement for equalizing levels of service among skills
8516083280Method of improving a processing efficiency of an automatic data processing system
8526081592Automatic call-work director
8536078325Object oriented customer information exchange system and method
8546076093Real-time interactive directory
8556072864Transfer-connect telephony services utilizing automated audio systems
8566064874Method for providing calling services during attempt to complete customer call while muting ringing
8576064731Arrangement for improving retention of call center's customers
8586064730Customer-self routing call center
8596064667Apparatus and methods enhancing call routing to and within call centers
8606061347ACD with packet data based agent interconnect
8616058435Apparatus and methods for responding to multimedia communications based on content analysis
8626055308Method and system for determining and using multiple object states in a computer telephony integration system
8636055307System and method for selecting agent destinations and monitoring calls made to network customers
8646052460Arrangement for equalizing levels of service among skills
8656049603Method for eliminating telephone hold time
8666049547Lookahead interflow of traffic among a plurality of serving sites of one customer
8676046762Multimedia telecommunication automatic call distribution system
8686044355Skills-based scheduling for telephone call centers
8696044146Method and apparatus for call distribution and override with priority
8706044145Telecommutable platform
8716044144Network call parking manager
8726035190Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon demand
8736023681Method and apparatus for predicting queuing delays
8746021428Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
8756018579Call center services for local calls using local number portability
8766016336Interactive voice response system with call trainable routing
8776014439Method and apparatus for entertaining callers in a queue
8786011844Point-of-presence call center management system
8796011792Escalatory reactive call routing

1999

8806005932Dynamic schedule profiler for ACD
8816005920Call center with fault resilient server-switch link
8826002760Intelligent virtual queue
8835999965Automatic call distribution server for computer telephony communications
8845999617Dialing control method
8855999609Computer-telephony (CT) system including an electronic call request
8865995826Methods for conditional tone responsive reconnection to directory assistance center
8875991395Implementation of call-center outbound dialing capability at a telephony network level
8885991394Method and system for establishing voice communications using a computer network
8895991393Method for telephony call blending
8905991392Agent-initiated dynamic requeing
8915991391Dynamic re-routing
8925991390Method and apparatus for teleworking from remote terminals
8935987117Method of dynamic load sharing between systems with automatic telephone call distributors
8945987116Call center integration with operator services databases
8955987115Systems and methods for servicing calls by service agents connected via standard telephone lines
8965987109Key telephone apparatus with call distribution function
8975982873Waiting-call selection based on objectives
8985978467Method and apparatus for enabling interaction between callers with calls positioned in a queue
8995970135Automatic call distributor with agent controlled call connection
9005970134System and method for monitoring calls parked on an automatic call distributor
9015970132Call distributor
9025970065Uniform control of mixed platforms in telephony
9035966437Method and system for personalized directory assistance services
9045963635Method and apparatus for providing result-oriented customer service
9055963632Agent-initiated dynamic requeing of misrouted calls in call-routing systems
9065960442Real-time interactive directory
9075960073Method and apparatus for providing an interactive home agent with access to call center functionality and resources
9085960070Pay as you communicate call center
9095958014System and method for establishing a real-time agent pool between computer systems
9105953332Agent-initiated dynamic requeing
9115949871Method and apparatus for providing a service in a switched telecommunications system wherein a control message is altered by a receiving party
9125946388Method and apparatus for priority queuing of telephone calls
9135946387Agent-level network call routing
9145945990PBX data retrieval and reporting system and method
9155943417Method and system for personalized directory assistance services
9165943415Automatic call distributing queuing (ACDQ) call transfer method and telephone system having ACDQ call transfer function
9175940497Statistically-predictive and agent-predictive call routing
9185940496Apparatus and methods enhancing call routing within and between call-centers
9195940495Virtualized computer telephony integrated link for enhanced functionality
9205937057Video/audio communications call center and method of operation thereof
9215937051Method and system for transferring calls and call-related data between a plurality of call centers
9225933828Method of structuring a database of a control system for access by third party software
9235933492Method and system for determining and using multiple object states in a computer telephony integration system
9245926538Method for routing calls to call centers based on statistical modeling of call behavior
9255926535Third party call control
9265923745Routing calls to call centers
9275920621System and method for distributing calls to customer service operators based on automatic determination of operator availability
9285917903Computer telephony integration system and method
9295915012System and method for operating a plurality of call centers
9305915011Statistically-predictive and agent-predictive call routing
9315915010System, method and user interface for data announced call transfer
9325911134Method for planning, scheduling and managing personnel
9335910983Apparatus and method for identifying records of overflowed ACD calls
9345907611Apparatus and method for identifying records of overflowed ACD calls
9355905793Waiting-call selection based on anticipated wait times
9365905792External positivistic forward transfer in call routing systems
9375903642Method for eliminating telephone hold time
9385903641Automatic dynamic changing of agents' call-handling assignments
9395901215Apparatus and method for identifying records of overflowed ACD calls
9405898767Casual agent pool
9415884032System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
9425878130Communications system and method for operating same
9435873032Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page
9445867572Customer queuing arrangement
9455864617Call queuing and distribution
9465864616System and method for providing call statistics in real time
9475862208Method and system for enabling a party to change terminals during a call
9485857018Automatic call distributor with prioritization

1998

9495848143Communications system using a central controller to control at least one network and agent system
9505844980Queue managing system and method
9515844896System and method for routing telephone calls
9525841854Wireless telephone integration system and method for call centers and workgroups
9535828747Call distribution based on agent occupancy
9545825869Call management method and system for skill-based routing
9555815566Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
9565809130System and method for selectively retrieving communications from any selected location
9575797092Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon detection of predetermined tone
9585793861Transaction processing system and method
9595787163Intelligent load balancing of special service calls based on availability of terminations
9605787160Intelligent routing of special service calls
9615778060Work at home ACD agent network with cooperative control
9625768360Subscriber call routing processing system
9635761289800 number callback
9645757904Context-sensitive presentation of information to call-center agents
9655754639Method and apparatus for queuing a call to the best split
9665742675Method and apparatus for automatically distributing calls to available logged-in call handling agents
9675740240Computer telephony integration system and method
9685740238Method and apparatus for queuing a call to the best backup split
9695737700Providing assistance to a mobile telephone subscriber travelling from a location to a desired location
9705724419Call overflow system and method for an automatic call distribution system
9715724418Call distributor
9725721770Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
9735715307Integrated voice and business transaction reporting for telephone call centers
9745715306Automatic call distribution system with user definable logging and method therefor
9755712909Key telephone apparatus with automatic call distribution function

1997

9765703935Automated telephone operator services
9775696818Delay announcement group and time controller for a telephone system
9785692033AIN queuing for call-back system
9795684872Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
9805684870Method and system for transferring calls and call-related data between a plurality of call centers
9815684867Remote data access for operator assistance calls
9825657383Flexible customer controlled telecommunications handling
9835652791System and method for simulating operation of an automatic call distributor
9845646988Incoming call controller for preferentially connecting a waiting call based on number of previous unsuccessful call attempts
9855646987Dynamic reallocation of calls to agent groups
9865642411Anticipatory call distributor
9875636268Communication system with queues
9885633924Telecommunication network with integrated network-wide automatic call distribution
9895633923Automatic call distribution system with display data storage compression system and method
9905631953Circuit arrangement for integration of EDP systems in the utilization of telephone systems
9915627884Method for returning inbound calls
9925625682Help desk improvement
9935623540PBX data retrieval and reporting system and method
9945621789Method and system for integrating a plurality of call center agent performance enhancement modules
9955619557Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data
9965594791Method and apparatus for providing result-oriented customer service
9975592542Call distribution control method and call distribution control system

1996

9985590188Rules-based call routing
9995590186System and method for redirecting a telephone call with call merging
10005574782Minimizing service disruptions in handling call request messages where new message formats are needed in a telecommunication network
10015572587Telephone system and method for easing wait time in queue
10025568544Routing incoming calls to a PBX in response to route requests from a host computer
10035566236System and method for re-establishing a disconnected telephone communication
10045563941Method for the distribution of calls in a communication network
10055563937Method and system for multi-channel data automatic call distribution
10065559878Telephonic communications answering and callback processing system
10075557668Call distribution system with distributed control of calls and data distribution
10085557667Method and system for multi-channel data automatic call distribution for sequentially launched calls
10095555299Method and system for transferring calls and call-related data between a plurality of call centers
10105546456Telecommunication system with inbound call responsive predictive outdialing system and method
10115546455Method for accessing real-time data in an automatic call distribution system
10125546454Automatic call distributor with telephonic call holding system
10135546452Communications system using a central controller to control at least one network and agent system
10145544232Call distributor with automatic preannouncement system and method
10155537470Method and apparatus for handling in-bound telemarketing calls
10165535270Automatic call distributor having multiple audio sources
10175533108Method and system for routing phone calls based on voice and data transport capability
10185533107Method for routing calls based on predetermined assignments of callers geographic locations
10195530744Method and system for dynamic customized call routing
10205528678Revertive calling automatic call distributor
10215526416Automatic call distribution system with an ISDN compatible call connection system and method
10225524147Method for forming a virtual call center
10235519773Call sharing for inbound and outbound call center agents
10245515421Automatic batch broadcast system
10255511117Integrated voice and business transaction reporting for telephone call centers
10265511112Automated voice system for improving agent efficiency and improving service to parties on hold
10275506898Expected wait-time indication arrangement
10285500891Telecommunication system with multilink host computer call control interface system and method
10295499291Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
10305488657Apparatus for and method of operating an automatic log on/log off circuit in a telephone system by disconnecting a headset

1995

10315479497Automatic call distributor with programmable window display system and method
10325469504Automatic call distribution with intersubnetwork customer information transfer system and method
10335467391Integrated intelligent call blending
10345465286Apparatus for supervising an automatic call distribution telephone system
10355459780Work at home agent ACD call distribution
10365455903Object oriented customer information exchange system and method
10375452350Subscriber call routing processing system
10385450482Dynamic network automatic call distribution
10395450123Method to enhance voice communications using encoded one-way video signals under bi-directional user or network control for transmitting stored or real-time video or image information
10405448624Telephone network performance monitoring method and system
10415444774Interactive queuing sytem for call centers
10425440623Telephone routing system with queuing and voice messaging capabilities
10435436966Interface for handling event messages generated by telecommunications switches with automatic call distribution capability
10445432846Automatic telephone call distribution apparatus and method for electronic switching system
10455425087Telephone usage monitoring arrangement
10465404350Routing calls destined for inaccessible destinations
10475400327Automatic call distributor with wireless connection with remote unit and method
10485392346Mobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translations
10495392345Work at home ACD agent network
10505392329Automatic call distribution system with emergency recording system and method
10515384841Automatic call distribution network with call overload system and method

1994

10525371785Telephonic console with multipersonality control apparatus and method
10535367568Switchboard terminal apparatus having a plurality of loop circuits
10545365582Call distributing service system for a plurality of terminals
10555341412Apparatus and a method for predictive call dialing
10565335269Two dimensional routing apparatus in an automatic call director-type system
10575335268Intelligent routing of special service telephone traffic
10585329583Enhanced automatic call distribution system operation
10595327490System and method for controlling call placement rate for telephone communication systems
10605325292Tour/schedule generation for a force management system
10615311574Automatic customer call back for automatic call distribution systems
10625309513Telephone system with ubiquitous agents
10635309505Automated voice system for improving agent efficiency and improving service to parties on hold
10645299260Telephone call handling system
10655299259Distributing calls over serving centers of a large customer
10665291552Distribution of calls among automatic call distributors of a single large customer
10675291550Dynamic network call distributor
10685289368Force management system user interface
10695278898System for managing a hold queue

1993

10705274700Methods of automatically rerouting an incoming telephone call placed over a network
10715271058Switchless automatic call distribution system used with a combination of networks
10725270699Fault tolerant signaling
10735268958Method for allocating incoming-call to extension telephone sets in private branch exchange and private branch exchange having automatic incoming-call allocating function
10745267305Transparent inband signaling
10755253288Alternate destination call redirection for telecommunications systems
10765249223Call-load-control arrangement for an emergency-call-answering center
10775247569System and method for controlling outbound and inbound calls in a telephone communication system
10785241584Response time evaluation unit
10795239460Arrangement for motivating telemarketing agents
10805226077Headset amplifier with automatic log on/log off detection
10815214692Bypass for telephone switching system
10825214688Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
10835212727Queuing trigger in call processing
10845208848Telecommunications call processing
10855206903Automatic call distribution based on matching required skills with agents skills
10865185786Automatic call center overflow retrieval system
10875185782ACD arrangement for automatically returning a call at a time specified by the original caller
10885185780Method for predicting agent requirements in a force management system
10895181236Automatic call returning method for call distributor with message record capability

1992

10905175761Call transfers by voice messaging system (VMS) integrated to a private branch exchange
10915168515Switchless automatic call distribution system
10925166974Interactive call processor to facilitate completion of queued calls
10935164983Telemarketing complex performance management system
10945155763Look ahead method and apparatus for predictive dialing using a neural network
10955155761Automatic call back system and method of operation
10965153909Resource control and data handling for central office based automatic call distributors
10975144653Telephone system capable of automatically distributing terminating calls and method of performing communication within the telephone system
10985134652Communication console station with priority queuing

1991

10995073890Remote agent operation for automatic call distributors
11005067149Telephone line communications control system with dynamic call streaming
11015062103Telephone agent call management system
11025040208Coordinated voice and data display having temporary storage of transaction data
11035036535Switchless automatic call distribution system
11045025468Computerized system for incoming calls
11055020095Interactive call distribution processor
11065014303Operator services using speech processing
11075008930Customer definable integrated voice/data call transfer technique
11085001710Customer programmable automated integrated voice/data technique for communication systems
11094988209Telephone agent management information system
11104987587Method and apparatus for providing 800 number service

1990

11114972452Digital bypass for telephone system
11124964155Programmable threshold alert
11134953204Multilocation queuing for telephone calls
11144951310Automatic call distribution system
11154949373Host load balancing
11164943995Semi-automated customer information system
11174942601Method of making a call reservation and sending an interrupt tone in a private branch exchange (PBX)
11184933964Pacing of telephone calls for call origination management systems
11194932050Proximity detection for telecommunications features
11204924491Arrangement for obtaining information about abandoned calls
11214918719Elimination of false requests for telephone operator assistance
11224907260Telephone line communications control system
11234896345Call handling system
11244893325Integrated public safety answering point system
11254893301Automatic call distribution (ACD) switching system having distributed processing capability

1989

11264887289Remote testing of a trunk leading to an automatic call distributor
11274881261Method for predictive pacing of calls in a calling system
11284873718Feature telephone integration device
11294858120System for regulating arrivals of customers to servers
11304856050Telephone message retrieval system with improved message processor and retrieval console including auto-disabling playback switch
11314837799Telephone line communications control system
11324829563Method for predictive dialing

1988

11334788718Call data collection and modification of received call distribution
11344788715Announcing waiting times in queuing systems
11354763353Terminal based adjunct call manager for a communication system
11364757529Call distribution arrangement
11374737983Automatic call distributor telephone service
11384737950Multifunction bus to user device interface circuit
11394731824Chime pulser for phone call backup interpreter
11404719647Telephone message retrieval system with improved processor and retrieval console

1987

11414694483Computerized system for routing incoming telephone calls to a plurality of agent positions
11424656624Operator communication arrangements for operator assistance systems

1985

11434510351ACD Management information system
11444499337Coupler for microtelephone set

1984

11454484031Interface circuit for a telephone system
11464468528Methods and apparatus for providing enhanced announcements in a telephone system
11474451705Call completion circuit and method
11484451704Switching system auxiliary line transfer circuit
11494449017ACD Combined handset and headset arrangement

1983

11504408100Position load distribution and management system for key telephone systems
11514400587Overflow and diversion to a foreign switch

1982

11524338494Telephone call inventorying and sequencing system and method

1981

11534289934Integrated automatic call distribution facility and PBX system

1980

11544197430Operator service position system

1979

11554145578Position access preference method

1978

11564081614Supervised single link telephone system
11574078158Call distributing automatic telephone installation
11584066847Automatic call answering and sequencing system

1977

11594048452Automatic call distribution system

1976

11603975597Call queue release control circuit
11613969589Telephone switching system having attendant queuing facilities
© 2017, ПАТ-Инфо, В.И. Карнышев
Дата формирования списка: 03.04.2017