Bizarre Patents
A fork with timer for providing a cue to a user after an elapsed period of time for indicating that another bite of food using the fork may be taken.
PatentStorm News
Make the Most of Our Site
See this month's Top Inventors and Most Cited Patents.
Stay on top of the latest innovations by subscribing to an RSS feed.
Registered users: Manage your profile.
| Number | Title | Issue Date |
| 8036373 | Methods and systems for providing dynamic message content to callers on hold Methods and systems for providing dynamic messages to callers on hold are disclosed. In one such method, a telephone call is received into a queue and a first wait time is calculated which corresponds to a first estimated length of time expected to elapse before an ... | 10/11/2011 |
| 7912209 | Managing statistical information in a contact center Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the loc... | 03/22/2011 |
| 7860234 | Methods and apparatus for allocating a resource to enqueued requests using predicted wait time based on prior resource contribution Methods and apparatus are provided for allocating a resource to enqueued requests using a predicted wait time that is based on a prior contribution of the resource to service the requests in a particular queue. A resource is allocated to one of a plurality of reques... | 12/28/2010 |
| 7693275 | Online service system capable of predicting waiting time The present invention discloses an online service system capable of predicting waiting time. The service system serves the users through a queuing mode and an electronic whiteboard mode. The queuing mode comprises a queuing-user counting unit for counting number of ... | 04/06/2010 |
| 7430290 | Virtual queuing support system and method A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which moni... | 09/30/2008 |
| 7418095 | System and method for providing caller activities while in queue A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue whe... | 08/26/2008 |
| 7373309 | System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from customers, a plurality of ROTs (Remote Operation Terminals) to be empl... | 05/13/2008 |
| 7366173 | Method for distributing calls to a group of end points A switching apparatus distributes incoming calls to end point terminals that belong to a service group and that interact with the switching apparatus via messages. The messages query the end point terminals by specifying a range and asking those end point terminals ... | 04/29/2008 |
| 7349534 | Call routing from first to second dialog of interactive voice response system A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the ... | 03/25/2008 |
| 7327712 | Selection system, its selection method for voice channels, and switchboard for use therein A voice channel selection system for use in VoIP communication includes a plurality of VoIP trunk packages and a switchboard for bidirectional connection to the Internet via this plurality of VoIP trunk packages. The switchboard is provided with a call control unit.... | 02/05/2008 |
| 7315616 | System and method for maintaining real-time agent information for multi-channel communication queuing An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The... | 01/01/2008 |
| 7292543 | Speaker tracking on a multi-core in a packet based conferencing system A distributed intelligence conferencing system having a plurality of conferencing nodes to connect groups of participants to a conference. Each of the conferencing nodes provides for the connection of one or more participants to the conference. Each node includes a ... | 11/06/2007 |
| 7289493 | System and method for providing location independent voice communications continuity through disasters A method and system, employing IP telephony, for providing continuous, uninterrupted voice communications during disaster conditions wherein the disaster site telephone infrastructure has been rendered inoperable or inaccessible. The system uses Voice over IP (VoIP)... | 10/30/2007 |
| 7274375 | Timekeeping system and method for graphically tracking and representing activities A timekeeping system and method is provided for enabling users to graphically represent one or more activities, as well as the time that has been allocated to each. A graphical display uniquely identifies activities or events based on different visual indicators (e.... | 09/25/2007 |
| 7272223 | Multi-media contact center Multi-media call centers are able to receive incoming contacts or calls in a plurality of different types of medium. For example, as email, fax, chat, web-based and other types of contact. Incoming contacts are routed to one of a plurality of agents. Each agent has ... | 09/18/2007 |
| 7269637 | Service provision method via a network and service provision system using the same A service providing method and system according to which a stable access condition is maintained, losses of service providing opportunities to users are reduced and a stable service is provided via a network are provided. When an access request is sent from a user t... | 09/11/2007 |
| 7245716 | Controlling hold queue position adjustment A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the calle... | 07/17/2007 |
| 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 |
| 7233980 | System and method for dynamic queuing in an automatic call distributor A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP sub... | 06/19/2007 |
| 7230927 | Non-blocking expandable call center architecture An improved call center architecture includes a switch which communicates with agents either over a broadband network or through a conventional legacy PBX. The hybrid configuration also includes N+1 fault tolerance and the ability to linearly expand the capacity of ... | 06/12/2007 |
| 7215759 | Hold queue wait estimations A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and curr... | 05/08/2007 |
| 7206402 | Method of and system for call service system, and computer product A user is made to select among a retrieval of a knowledge data base, an inquiry through an electronic mail, and receipt of an answer to an inquiry through a telephone. This selection may be made through a homepage. When the user has selected a telephone call as a mo... | 04/17/2007 |
| 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 |
| 7174011 | Telephone call center with method for providing customer with wait time updates A method and system for use with a customer call center that processes telephone calls. If the customer is placed on hold at anytime during the call, the customer is provided with an audio indication that notifies the customer of expected duration of the wait time a... | 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 |
| 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 |
| 7145884 | Speaker tracking on a single core in a packet based conferencing system A distributed conferencing system having a plurality of conferencing nodes to connect groups of participants to a conference. Each of the conferencing nodes provides for the connection of one or more participants to the conference. Each node includes a DSP for distr... | 12/05/2006 |
| 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 |
| 7133520 | Dynamic skill-based call routing A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a tar... | 11/07/2006 |
| 7130405 | Identifying a call made or received on behalf of another A system, system, and program for identifying a call made or received on behalf of another are provided. In particular, a call request for a call is detected. A context for the call is requested from a context inference service, wherein the context indicates whether... | 10/31/2006 |
| 7120244 | Call routing from manual to automated dialog of interactive voice response system A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the ... | 10/10/2006 |
| 7110523 | System and method for distributing and routing calls in a call center A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts the request to take the call. A system and method is disclosed that i... | 09/19/2006 |
| 7103172 | Managing caller profiles across multiple hold queues according to authenticated caller identifiers A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold que... | 09/05/2006 |
| 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 |
| 7095841 | Queued task/queued resource state forecaster A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call center. The fitter obtains arrival statistics for calls and agents in the c... | 08/22/2006 |
| 7092506 | Systems and methods for providing audio information to service agents A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telepho... | 08/15/2006 |
| 7089280 | Autonomous eclone An autonomous eclone (10) comprises a plurality of interface agents (15,20,25,30) operable to interact with a person; an expert system (35) operable to process a command originated by any of the agents (15,20,25,30); and a database (40... | 08/08/2006 |
| 7076051 | Promoting caller voice browsing in a hold queue A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an inc... | 07/11/2006 |
| 7072966 | Skills-based routing of a communication session A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table wit... | 07/04/2006 |
| 7065203 | Method and system for managing call requests in a limited bandwidth environment According to one embodiment of the invention, a method for managing call requests in a limited bandwidth environment includes receiving a call request from a user, determining if a voice channel on a communication link is available for the call request, and providin... | 06/20/2006 |
