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| Number | Title | Issue Date |
| 8135774 | Virtual contact center with dynamic routing A network-based interaction system includes a machine connected to the network for receiving and routing an interaction request, a server application having access to the network for matching an interaction request to a profile, and a data repository for storing pro... | 03/13/2012 |
| 8117538 | Method for dynamically converting voice XML scripts into other compatible markup language scripts based on required modality In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another includes a language transformation engine executable from a browser application resident on a digital medium installed on or accessible to a ... | 02/14/2012 |
| 8036208 | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks A computerized telephony bridge unit has a Data Network Telephony (DNT) Port and a Connection Oriented/Switched Telephony (COST) trunk port, each associated with circuitry for receiving a placing calls in the data format required by connected networks. The bridge un... | 10/11/2011 |
| 8031860 | Distributed hardware/software system for managing agent status in a communication center An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resou... | 10/04/2011 |
| 8031698 | Telephony intelligence in a data packet network A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-c... | 10/04/2011 |
| 8018921 | Using XML expressed primitives for platform and system-independent call modeling A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and co... | 09/13/2011 |
| 8014504 | Accumulative decision point data analysis system for telephony and electronic communications operations A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics... | 09/06/2011 |
| 8010092 | System for facilitating parallel data transfer from a wireless caller into a communications center A system for identifying and interacting with callers has: a telephone switch for receiving and distributing incoming calls; a messaging server for sending or receiving messages and attachments; and, a software routine for identifying wireless callers and for matchi... | 08/30/2011 |
| 7965742 | Methods and apparatus for enhancing wireless data network telephony including a personal router in a client A data network telephony (DNT) wireless communication system has a base station connected to a DNT-capable data network and to a plurality of wireless transceivers, each transceiver transmitting to a distinct area, the base station adapted to operate the transceiver... | 06/21/2011 |
| 7929978 | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network A communication system has a cellular telephony interface in individual ones of two or more mobile vehicles, a position determination system in individual ones of the mobile vehicles, a network of cellular base stations coupled to the mobile vehicles, individual bas... | 04/19/2011 |
| 7929464 | Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessi... | 04/19/2011 |
| 7903807 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer ... | 03/08/2011 |
| 7895606 | Method for improving temporal consistency and snapshot recency in a monitored real-time software-reporting-application architecture An object-oriented software application is provided for receiving updates that change state of an object model and reporting those updates to requesting users. The application includes a database application for storing data; an object model driver for writing updat... | 02/22/2011 |
| 7853717 | System and apparatus for pre-routing network events A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing ... | 12/14/2010 |
| 7852830 | Methods and apparatus for enhancing wireless data network telephony, including quality of service monitoring and control 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 with the ne... | 12/14/2010 |
| 7827290 | Method for integrating client WEB history and call center history into a single interaction history accessible in real time A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone... | 11/02/2010 |
| 7823167 | Method and apparatus for extending contact center configuration data for access by third-party applications over a data network A system for transforming and transmitting communication-center configuration and service data from a communication-center environment to one or more third-party applications over a data network includes an intermediate service point connected to the network between... | 10/26/2010 |
| 7817794 | System and method for integrated resource scheduling, task allocation and agent work management According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the... | 10/19/2010 |
| 7808977 | Network telephony interface systems between data network telephony and plain old telephone service A computerized telephony bridge unit has a Data Network Telephony (DNT) Port and a Connection Oriented/Switched Telephony (COST) trunk port, each associated with circuitry for receiving a placing calls in the data format required by connected networks. The bridge un... | 10/05/2010 |
| 7801111 | Capability-based routing In a communications network environment, a distributed software application for monitoring terminal and device capabilities of agents operating on the network and rendering data results of the monitoring to subscribing routing applications is provided. The software ... | 09/21/2010 |
| 7792773 | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skil... | 09/07/2010 |
| 7792254 | System for distributing VXML capabilities for execution on client devices A system for interacting with voice extensible markup language application content includes a content source node connected to a network for rendering availability of voice extensible markup language content and code; a communication device connected to the network ... | 09/07/2010 |
| 7779067 | User specific support in communications systems 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 is presented... | 08/17/2010 |
| 7756109 | 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 linked to t... | 07/13/2010 |
| 7730135 | Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate... | 06/01/2010 |
| 7716292 | E-mail client with programmable address attributes An e-mail processing application executable on a computer station having a video display unit (VDU) searches a received e-mail for one or more words, phrases, and addresses for comparison with stored words, phrases and addresses in a stored table, and upon finding a... | 05/11/2010 |
| 7715332 | Determining presence for interaction routing An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database... | 05/11/2010 |
| 7619996 | Determining presence for interaction routing An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database... | 11/17/2009 |
| 7613174 | Telecommunication system for automatically locating by network connection and selectively delivering calls to mobile client devices A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP addres... | 11/03/2009 |
| 7610347 | System and apparatus for pre-routing network events A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing ... | 10/27/2009 |
| 7602766 | 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 linked to t... | 10/13/2009 |
| 7586859 | Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessi... | 09/08/2009 |
| 7565428 | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote ... | 07/21/2009 |
| 7561887 | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network A communication system has a cellular telephony interface in individual ones of two or more mobile vehicles, a position determination system in individual ones of the mobile vehicles, a network of cellular base stations coupled to the mobile vehicles, individual bas... | 07/14/2009 |
| 7558383 | Initial routing of internet-protocol network telephone calls A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone n... | 07/07/2009 |
| 7496640 | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, whi... | 02/24/2009 |
| 7460496 | Routing emails to a plurality of agents An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database... | 12/02/2008 |
| 7434229 | Method for improving temporal consistency and snapshot recency in a monitored real-time software-reporting-application architecture An object-oriented software application is provided for receiving updates that change state of an object model and reporting those updates to requesting users. The application includes a database application for storing data; an object model driver for writing updat... | 10/07/2008 |
| 7418094 | Method and apparatus for multimedia interaction routing according to agent capacity sets A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one... | 08/26/2008 |
| 7415009 | Telephony intelligence in a data packet network A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-c... | 08/19/2008 |
