Did You Know...
...that while attempting to develop a super strong glue, 3M employee Spencer Silver accidentally developed a glue that was so weak it would barely hold two pieces of paper together? However, his colleague Art Fry needed the glue. Fry sang with his church choir and marked the pages of his hymnal with small scraps of paper that often fell out. He used Silver's glue to hold the papers in place. Today we call this invention Post-it Notes.
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| Number | Title | Issue Date |
| 8150023 | Automated system and method for distinguishing audio signals received in response to placing and outbound call A system directs action based on distinguishing audio content received in response to placing an outbound call. The system comprises an audio signal analysis system and an audio content analysis system. The audio signal analysis system directs a portion of an audio ... | 04/03/2012 |
| 8036374 | Systems and methods for detecting call blocking devices or services Systems and methods for detecting call blocking devices or services. The devices monitor outbound call connections to determine if a connected call has been answered by a call blocking device or service rather than a person or answering machine. The verification is ... | 10/11/2011 |
| 7873157 | Method and apparatus for performing predictive dialing A method, apparatus and computer program product for performing predictive dialing is presented. A probability of contact for each customer of a plurality of customers for a predetermined period of time is determined. A number of agents available during the predeter... | 01/18/2011 |
| 7804953 | Redirection of outbound calling Outbound calls are processed in a telecommunications network. Schedule service data associated with network terminating addresses is stored in a memory of a content platform. During a connectivity session between the content platform and a first media platform confi... | 09/28/2010 |
| 7539297 | Generation of automated recommended parameter changes based on force management system (FMS) data analysis Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service processing resources may be recommended. The recommended changes are o... | 05/26/2009 |
| 7386850 | Arrangement for scheduling tasks based on probability of availability of resources at a future point in time A resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The forecaster determines (202) the type of call tha... | 06/10/2008 |
| 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 |
| 7366293 | Call center administration manager A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When ... | 04/29/2008 |
| 7352852 | Method and system for determining a least cost path for routing international communications traffic A method, system, and medium for determining a least-cost, international-routing path to communicate data across a telecommunications network are provided. The path implementation variables can be presented on a user interface or used to automatically generate a swi... | 04/01/2008 |
| 7310620 | Monitoring market participant responses A method of monitoring orders includes sending a message to a market participant that accepts order deliveries for execution and monitoring an amount of time between sending the message to the market participant and receipt of a response message from the market part... | 12/18/2007 |
| 7295668 | Predictive dialing by monitoring progress of agent script A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for p... | 11/13/2007 |
| 7280651 | Method and system for performing automated telemarketing A method for performing automated telemarketing comprising receiving potential customer data including a telephone number. A telephone call is initiated to the telephone number using an auto-dialing device. Notification is received at a voice platform that the poten... | 10/09/2007 |
| 7274685 | System and method for recording incoming calls on demand in a transaction processing system A recording system for recording calls between callers and agents of a transaction processing system includes an Internet Protocol (IP) gateway, an interface configured to operatively couple the IP gateway to the transaction processing system, a communication networ... | 09/25/2007 |
| 7266193 | Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service level and a service level realized by calls that were initiated by th... | 09/04/2007 |
| 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 |
| 7236583 | System and method for optimizing call routing to an agent A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining... | 06/26/2007 |
| 7236584 | 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 requests for ... | 06/26/2007 |
| 7231032 | Negotiated routing in telephony systems A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and ... | 06/12/2007 |
| 7215744 | Call processing system with call screening A system is described in which call processing considers unique information about the call to better serve the caller and/or to enable the called party to more efficiently handle the call. In one embodiment, the unique information considered by the call processor is... | 05/08/2007 |
| 7200168 | Stable operation of media gateway A method of scheduling a processor to handle a plurality of connections with respective processing cycles. The method includes estimating, for at least one of the connections, whether the connection will receive a processing session during its current respective pro... | 04/03/2007 |
| 7197131 | Web-based network monitoring tool A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing an... | 03/27/2007 |
| 7194075 | System and process for automatic storage, enforcement and override of consumer do-not-call requests A method of implementing call compliance at a central facility, the method involving: receiving a call from a caller on an incoming connection; enabling the caller on the incoming connection to initiate an outgoing call on an outgoing connection; receiving over the ... | 03/20/2007 |
| 7190768 | Method and apparatus for human-assisted adaptive outbound telephone call classification based on pattern recognition A system for classifying outbound telephone calls is provided. According to the invention, voice messages received as a result of placing outbound telephone calls can be classified. In particular, autovoice messages, including network intercept messages, can be dete... | 03/13/2007 |
| 7158630 | Do-not-call compliance management for predictive dialer call centers A mechanism and method for updating local call information databases for calls to be placed by predictive dialers deployed at different geographic locations within a communications network. ... | 01/02/2007 |
| 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 |
| 7155720 | Dynamic task assignment in workflows A method of assigning resources to nodes in a workflow. In one embodiment, a plurality of nodes are defined. Each of the nodes is a task to be executed within the workflow. In the present embodiment, resources are defined to perform the execution of the nodes. In th... | 12/26/2006 |
| 7143110 | Information terminal, server, information display system and information display method An information terminal includes a history management section for recording history information about communication; an information management table for recording history related information indicating a processing state of the history information; and an informatio... | 11/28/2006 |
| 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 |
| 7139369 | Interface and method of designing an interface A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine t... | 11/21/2006 |
| 7139389 | System and method for allocating contact resources to contact resource users A system and method for allocating contact resources provides a platform for communicating contact resource availability from contract resource sources to contact resource users and for procurement of the available contact resources by contact resource users. Procur... | 11/21/2006 |
| 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 |
| 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 |
| 7103562 | System and method for generating forecasts and analysis of contact center behavior for planning purposes A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center ... | 09/05/2006 |
| 7099451 | Call management using call routing engine A call management technique implemented using a call routing engine is disclosed. In the technique, local (e.g., ACD) switching resources and a public network are controlled as a single virtual switch for purposes of implementing call processing features. ... | 08/29/2006 |
| 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 |
| 7095843 | Selective messaging in a multiple messaging link environment A method and apparatus are provided for forwarding messages among peripherals of an automatic call distributor. The method includes the steps of forming a message table in a first peripheral of the automatic call distributor and forwarding a message from the first p... | 08/22/2006 |
| 7086007 | Method for integrating user models to interface design A method that incorporates a detailed, precise procedure of designing a user interface by utilizing agent behavioral models. This method applies quantitative and qualitative agent behavioral models derived through the Categorize Describe-Model (CDM) methodology to t... | 08/01/2006 |
| 7085367 | Call duration alert A contact center for servicing a contact is provided that includes (a) an input operable to receive a contact from a customer; (b) a selection function 26 operable to direct the contact to a human agent associated with the contact center for servicing; and (c... | 08/01/2006 |
| 7085728 | Method for forecasting and managing multimedia contracts Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a ce... | 08/01/2006 |
| 7076049 | Method of designing a telecommunications call center interface A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized i... | 07/11/2006 |
