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| Number | Title | Issue Date |
| 8098810 | Intelligent presence management in a communication routing system Systems and methods for intelligent presence management in a communication routing system are provided. In exemplary embodiments, an inbound communication may be received for a user. The user's presence status is determined and a profile associated with the user is ... | 01/17/2012 |
| 7817795 | Systems and methods for data synchronization in a customer center Systems and methods for performing agent data synchronization in a customer center having a plurality of agents. In this regard, a representative method comprises: storing agent data on a customer center network; sending the agent data to a plurality of workforce ap... | 10/19/2010 |
| 7680263 | Agent detector, with optional agent recognition and log-in capabilities, and optional portable call history storage A system for accurately detecting the unavailability of a call center agent that uses one or more agent sensors provided in the area of the agent's desk or station that are triggered when the agent moves into or out of the physical area in which he or she can answer... | 03/16/2010 |
| 7409054 | 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... | 08/05/2008 |
| 7386113 | System and method for integrated resource scheduling and agent work management According to the invention, a system and method for integrating agent scripting and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of t... | 06/10/2008 |
| 7373338 | Access control to shared resources Controlled access is provided to a shared resource 23 such as an ontology (knowledge database) in order to maintain its quality without restraining the ability of users 21a, 21b, 21c . . . to contribute to that resour... | 05/13/2008 |
| 7343010 | System and method for integrated resource scheduling and task allocation According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the ... | 03/11/2008 |
| 7327711 | System for digital radio communication between a wireless LAN and a PBX A wireless local area network for digital radio communication between remote devices and a PBX telephone system, wherein the remote devices can access and use the voice message features in the PBX and the data bases on a host computer and servers. A wireless phone i... | 02/05/2008 |
| 7324809 | Portable telephone set and control method thereof A check is made as to whether a received mail contains a password as a combination of preliminarily registered symbols or letters. When the password is found, a telephone diary in a database is retrieved by using a letter train other than the password contained in t... | 01/29/2008 |
| 7313232 | Monitoring for operator services The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the pa... | 12/25/2007 |
| 7310529 | Packet data traffic control for cellular wireless networks Data traffic over a plurality of data communications links of a wireless data communications system is controlled by identifying a poorly performing wireless link, and interrupting data communications over the poorly performing link. The data throughput of remaining... | 12/18/2007 |
| 7300352 | Method and apparatus for graphically portraying gaming environment and information regarding components thereof A method and apparatus for providing a graphical representation of a gaming environment and for providing information regarding individual components or persons located in the environment are provided. The invention includes a graphical user interface which displays... | 11/27/2007 |
| 7295669 | Call center telephone and data flow connection system A method and system for transferring telephone calls and data between computer programs in a call center. Flow connection modules associated with call center application programs allow data and telephone calls to be transferred from one computer program to another i... | 11/13/2007 |
| 7289624 | Managing use of experts by callers waiting in a hold queue A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to a request by the caller to speak with an expert. Then, responsive to... | 10/30/2007 |
| 7281201 | Common message area for a customer interaction center user interface Various implementations for a common message area for a customer interaction center user interface are provided. One implementation provides presenting, on an interaction center agent display device, a single user interface panel having, firstly, a work area that di... | 10/09/2007 |
| 7260204 | Telephone terminal equipment and terminal control program The multifunction machine which functions as a telephone terminal equipment requests a connection to an Internet terminal equipment evoked from a transfer operation while the multifunction machine is connected to a telephone terminal equipment. The multifunction mac... | 08/21/2007 |
| 7245714 | Computer telephony integration hotelling method and system A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the... | 07/17/2007 |
| 7242760 | Automatic detecting when an agent is available An arrangement is provided for enhancing the operational capabilities of a call center by automatically detecting when an agent is available. When an agent answers a routed call, corresponding to a call-back request, the agent enters an agent ID, representing the ag... | 07/10/2007 |
| 7239692 | Method and system for distributing outbound telephone calls A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module ... | 07/03/2007 |
| 7219137 | Technician wireline and wireless intranet access via systems interface to legacy systems Methods and systems are disclosed for a user to access an intranet from within a systems interface to back-end legacy systems. A user logs a computer into a systems interface which permits access to back-end legacy systems. The computer accesses the systems interfac... | 05/15/2007 |
| 7200219 | Dynamically allocating server resources to competing classes of work based upon achievement of service goals A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include service agents, both human and robotic. A server assignor and corresponding... | 04/03/2007 |
| 7197133 | Information transfer to a call agent using a portal system A call center system is described that is comprised of an information control system and a portal system. The information control system receives a call agent identifier. The information control system formats and transfers a message that includes the call agent ide... | 03/27/2007 |
| 7189161 | Slim terminal gaming system A computer gaming system and method of operation thereof are provided that both drastically reduce the cost of gaming stations and allow contemporaneous access to multiple game programs from a single gaming station. The computer gaming system of the present inventio... | 03/13/2007 |
| 7174010 | System and method for increasing completion of training Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throug... | 02/06/2007 |
| 7158629 | System and method for preemptive goals based routing of contact records A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution modu... | 01/02/2007 |
| 7159009 | Method and apparatus for automatic sending of e-mail and automatic sending control program supplying medium A method and apparatus for sending an E-mail, dispatching or delivering mail with an animated representation as if a pet were going in and out on a GUI picture simulating the inside of a room. In addition, the user can send an E-mail with a friendly feeling using an... | 01/02/2007 |
| 7158628 | Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selectio... | 01/02/2007 |
| 7142662 | Method and system for distributing outbound telephone calls A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module ... | 11/28/2006 |
| 7127052 | Implementation of additional functions for user connections having individually configured performance criteria At least one part of at least two user connections (TA1 . . . 6) having configured performance criteria and being allocated to at least two network devices (LE1 . . . 3) is assigned to at least one group (NWHG), to which group-specific performance crit... | 10/24/2006 |
| 7127059 | 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... | 10/24/2006 |
| 7110525 | Agent training sensitive call routing system A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize calle... | 09/19/2006 |
| 7103173 | System and method for preemptive goals based routing of contact records A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution modu... | 09/05/2006 |
| 7099456 | Call center system Data on customer's purchase history stored in a database server is searched and edited by using an ID number inputted by a customer. A customer class, a customer rank, a discount rate, and the like are displayed on a personal computer of an operator who responds to ... | 08/29/2006 |
| 7092509 | Contact center system capable of handling multiple media types of contacts and method for using the same A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and ... | 08/15/2006 |
| 7080044 | PC-based open metering system and method A transaction evidencing system includes a personal computer (PC) comprising a processor, memory and hard drive, with a plurality of non-metering application programs that selectively run on the PC. An unsecured printer is operatively coupled to the PC for printing ... | 07/18/2006 |
| 7076797 | Granular authorization for network user sessions Providing access to a mobile user session in a manner that more closely corresponds access to network resources to the trustworthiness of authentication methods and devices associated with the mobile user session. Characteristics of authentication methods associated... | 07/11/2006 |
| 7062032 | Virtual work environment for remote users An arrangement provides a work environment to a remote user who is logged-in as a member of an enterprise, which work environment includes both a telecommunication capability and a data processing capability, and both are concurrently associated with the logged-in u... | 06/13/2006 |
| 7058072 | Apparatus and method for establishing dial-up branch connections to internet service providers A connection apparatus for a public network switching system includes line ports connected to user terminals and trunk ports connected to Internet lines, a switching unit having diverging ports connected to the trunk ports and converging ports connected to the line ... | 06/06/2006 |
| 7054434 | System and method for common account based routing of contact records A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag de... | 05/30/2006 |
| 7046778 | Telecommunications portal capable of interpreting messages from an external device The present invention relates to methods and system for providing telecommunications services, such as call waiting, three-way call, and automatic recall, utilizing a plurality of state machines. Logic specifications define a set of states for each state machine. Ea... | 05/16/2006 |
