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| Number | Title | Issue Date |
| 6920441 | Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to ... | 07/19/2005 |
| 6480600 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which th... | 11/12/2002 |
| 6473787 | System for routing electronic mails A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receivi... | 10/29/2002 |
| 6459697 | Integrated telephony network combining a packet data network and a dedicated--connection network An integrated telephony network includes both a connection-oriented switched telephony (COST) network and a data network telephony (DNT) network, the two networks connected by a dual-ported interactive voice response (IVR) server, the ports adapted to com... | 10/01/2002 |
| 6456615 | Network telephony interface systems between data network telephony and plain old telephone service A telephony system has a Data Network Telephony (DNT)-capable telephone apparatus at a first location having a port adapted to connect to a data network capable of transmitting DNT telephony calls, and a computerized telephony bridge remote from the first... | 09/24/2002 |
| 6453341 | System for routing electronic mails A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receivi... | 09/17/2002 |
| 6449358 | Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dia... | 09/10/2002 |
| 6449270 | Dynamic re-routing An Internet Protocol Network Telephony (IPNT) routing system has a call-routing processor to which original calls are routed, and the routing processor forwards incoming calls to remote computer stations. When forwarding a call, the routing processor sets... | 09/10/2002 |
| 6445788 | Method and apparatus for providing fair access to agents in a communication center A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other re... | 09/03/2002 |
| 6442247 | Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a te... | 08/27/2002 |
| 6434231 | Virtualized computer telephony integrated link for enhanced functionality in call centers A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a lo... | 08/13/2002 |
| 6421329 | Methods and apparatus for enhancing wireless data network telephony including dynamic address translation A system for wireless communication comprises an hierarchical system of connected routers between a data network and a base station having connected transceivers for wireless transmission and reception of data, and a plurality of hand-held communicators a... | 07/16/2002 |
| 6418146 | Integrated communication center functionality for WAP devices A wireless access protocol service provider (WAP-SP), providing access to Internet data for WAP-enabled appliances is enhanced with software for facilitating telephony calls, enabling, for example, connection of a user of the WAP-enabled appliance, commun... | 07/09/2002 |
| 6411615 | Embedded web phone module A system for enabling Data Network Telephony (DNT) communication through a WEB page includes a Web server hosting an interactive WEB page and having an Internet port, a link in the WEB page adapted for launching a DNT-capable telephone module, and a DNT-c... | 06/25/2002 |
| 6408064 | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center An agent station at a telephone call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the... | 06/18/2002 |
| 6393015 | Method and apparatus for automatic network connection between a small business and a client An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person ... | 05/21/2002 |
| 6393018 | Apparatus and methods enhancing call routing to and within call-centers A computerized Internet-Protocol Network Telephony (IPNT) routing system has a routing processor for receiving and forwarding IPNT calls based on information stored in an associated database regarding operation and status of possible destinations for the ... | 05/21/2002 |
| 6389028 | Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link... | 05/14/2002 |
| 6389007 | Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one... | 05/14/2002 |
| 6381222 | Noise reduction techniques and apparatus for enhancing wireless data network telephony A system for wireless communication comprises an architecture of routers connected to a network and having connected transceivers for wireless transmission and reception of data, and a plurality of hand-held communicators adapted for users to communicate ... | 04/30/2002 |
| 6381640 | Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating s... | 04/30/2002 |
| 6373836 | Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the plurality of call centers to be distributed to agents based on... | 04/16/2002 |
| 6370508 | Interface engine for managing business processes within a multimedia communication-center In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interfa... | 04/09/2002 |
| 6359981 | Virtualized computer telephony integrated link for enhanced functionality in call centers A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a lo... | 03/19/2002 |
| 6346952 | Method and apparatus for summarizing previous threads in a communication-center chat session A system for extracting keywords from interactive text dialog and providing the extracted keywords as a dialog summary displayed in an interactive text window is provided. The system is, in preferred embodiments, used with interactive chat communication w... | 02/12/2002 |
| 6345305 | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer ... | 02/05/2002 |
| 6339593 | Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement in the data network A telephony call center system has Data Network Telephony (DNT)-capable telephone apparatus at agent stations connected on a Local Area Network (LAN), a data router at the call center connected on the LAN with a data port connected to a data network capab... | 01/15/2002 |
| 6332154 | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client i... | 12/18/2001 |
| 6320951 | Transfer-connect telephony services utilizing automated audio systems A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected to a telephony switch, and an DSP-controller to operate wit... | 11/20/2001 |
| 6289094 | External positivistic forward transfer in call routing systems A system for routing Internet Protocol Network Telephony calls to remote destinations has a routing processor adapted for eliciting information from a caller and a database with information relating to availability of selectable destinations. Incoming cal... | 09/11/2001 |
| 6286033 | Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one... | 09/04/2001 |
| 6263066 | Multimedia managing and prioritized queuing system integrated with intelligent routing capability A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are en... | 07/17/2001 |
| 6259692 | Internet call waiting A telephony call-waiting system for clients having a computer with a video display unit (PC/VDU) and a public-switched telephony network (PSTN) telephone connected to the PSTN by a single line, keeps a status indication of the client's Internet connection... | 07/10/2001 |
| 6259786 | Intelligent virtual queue A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconn... | 07/10/2001 |
| 6259774 | Apparatus and methods for coordinating telephone and data communications A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a tele... | 07/10/2001 |
| 6230197 | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from ... | 05/08/2001 |
| 6229888 | System and method for operating a plurality of call centers A system and method for routing telephone calls from a network-level routing station to individual ones of a plurality of call centers having computer telephony integration (CTI) servers at each call center for monitoring and controlling telephony switche... | 05/08/2001 |
| 6215783 | Private IP telephony backbone linking widely-distributed enterprise sites A hybrid IP backbone network spans geographic locations of two or more publicly-switched telephone networks and includes nodes with translation servers adapted to translate between data protocols compatible with the PSTNs and a data protocol compatible wi... | 04/10/2001 |
| 6212178 | Method and apparatus for selectively presenting media-options to clients of a multimedia call center In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, a... | 04/03/2001 |
| 6205412 | Methods in computer simulation of telephony systems A computer simulation system adapted for simulating a telephony call center comprises individual software modules simulating separate entities of the call center in the simulated call center, and a graphical user interface (GUI). In the GUI the individual... | 03/20/2001 |
