Did You Know...
...that in 1800 ether was first used by partyers as a fun diversion? Sniffing the gas led to hilarious and raucous laughter as people watched each other become more and more intoxicated and silly. Several doctors independently realized the value ether would have to anesthetize surgery patients. Of those who claimed rights to the "discovery," none had a happy ending. One had a seizure and died defending his rights. Another spent his life in an asylum because he had been denied acclaim. A third became addicted to chloroform and, in a New York City jail, he soaked a cloth in the drug, severed an artery and bled to death.
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| Number | Title | Issue Date |
| 8175255 | Methods, systems and computer-readable media for managing customer service requests Methods, systems, and computer-readable media provide for improved management of customer service requests. According to implementations, a customer requiring assistance from a company may send a message to a customer service representative (“CSR”) associated wi... | 05/08/2012 |
| 8139755 | System and method for the automatic selection of interfaces The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to ... | 03/20/2012 |
| 8135126 | Methods and apparatus for providing live agent assistance Establishing a conference between a customer at a customer terminal and a live agent at an agent station, by (a) accepting a call request from the customer terminal, (b) requesting that an available live agent take the call request, (c) when a live agent becomes ava... | 03/13/2012 |
| 8116445 | System and method for monitoring an interaction between a caller and an automated voice response system An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script, which includes a plurality of instructions. A visual repres... | 02/14/2012 |
| 8068599 | Call center application data and interoperation architecture for a telecommunication service center A call center application data and interoperation architecture provides a centralized design for managing applications providing call center functionality. The architecture integrates information flow using a mater data repository for all applications for all aspect... | 11/29/2011 |
| 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 |
| 8027457 | Process for automated deployment of natural language There is disclosed a system and method for monitoring and updating an interactive voice response system through the use of a human agent who reviews the responses provided by a computer system and makes recommendations which are then used as data for updating the in... | 09/27/2011 |
| 7995742 | Outbound dialing decision criteria based A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the ... | 08/09/2011 |
| 7961867 | Peer to peer application processor A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, provid... | 06/14/2011 |
| 7940916 | Orchestration engine as an intermediary between telephony functions and business processes A technique is disclosed for interfacing business processes with telephony functions. Particularly, an orchestration engine is interposed between a business process engine that executes business processes and an enterprise telecommunications network that executes te... | 05/10/2011 |
| 7912208 | Systems, methods, and devices for an enhanced on-hold interface An on-hold interface system is disclosed. According to one embodiment, the system includes an interactive voice response system for providing a plurality of audio signals to a telecommunications device of a calling party, wherein the calling party has been placed on... | 03/22/2011 |
| 7912206 | Technique for providing a personalized electronic messaging service through an information assistance provider To provide a personalized voice email service, data pertaining to one or more of a user's email accounts, e.g., email addresses and account access data, is maintained in a folder by an information assistance service, which is unaffiliated with the email service prov... | 03/22/2011 |
| 7912207 | Data messaging during telephony calls Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can... | 03/22/2011 |
| 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 |
| 7792275 | Application service invocation An Internet Protocol Multimedia Subsystem (IMS) includes a Serving-Call Session Control Function (S-CSCF). The S-CSCF includes a Service Capability Interaction Manager (SCIM) configured to invoke one or more application services in response to a message being receiv... | 09/07/2010 |
| 7756264 | Method and apparatus for providing telephone support for internet sales Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opport... | 07/13/2010 |
| 7706521 | Standards based agent desktop for use with an open contact center solution The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a s... | 04/27/2010 |
| 7702094 | Method of storing information within an ACD A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the... | 04/20/2010 |
| 7688966 | User interface persistent context area An improved user interface improves call center agent responsiveness by persistently (i.e., without interruption) displaying key information at fixed locations in an integrated user interface. The integrated user interface may be partitioned into physical areas on t... | 03/30/2010 |
| 7564962 | Providing user information and control over a contact within a contact centre A contact relating to a communication being processed in a contact center (such as for example a voice call, video call or chat session) is allocated a unique identifier. A web page is accessible to the remote customer involved in the communication. On entering the ... | 07/21/2009 |
| 7555115 | Enhanced call queuing system In a computer controlled call answering system, if no agent is available to respond to an incoming call, a caller is provided with a form to complete during the waiting time. Forms of varying complexity may be stored and relayed to the caller depending on the antici... | 06/30/2009 |
| 7505577 | System and method for multi-channel communication queuing An apparatus and method that stores a status of a system immediately before an interruption of a power supply. A request for a status-storing process is outputted from an application to a check point manager in a module. A request for an execution of a snapshot outp... | 03/17/2009 |
| 7443965 | Integrated voice and data interoperability platform Disclosed is a communication server that includes a message transfer unit that transfers messages sent between a first user communicating under a first communication system and a second user communicating under a second communication system. For example, the communi... | 10/28/2008 |
| 7440559 | System and associated terminal, method and computer program product for controlling the flow of content A system for controlling a flow of content includes a terminal and a network entity. The terminal is capable of sending a content status including terminal status information having a listing of one or more pieces of content stored in a memory of the terminal. The n... | 10/21/2008 |
| 7440567 | Healthcare virtual private network methods and systems Methods and systems are disclosed for enabling a healthcare virtual private network (VPN) that leverages the assets of a shared, interconnected network of legacy systems. A data connection is established with a rule-based application dataserver of a telecommunicatio... | 10/21/2008 |
| 7433459 | Methods and apparatus for providing telephone support for internet sales Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opport... | 10/07/2008 |
| 7433455 | Processing a communication session using a rules engine Processing a communication session involves accessing a database storing features that include caller preferences associated with a caller and callee capabilities associated with a callee. Rules for processing a communication session are retrieved. Each rule specifi... | 10/07/2008 |
| 7433457 | Personalized assistance system and method The present invention is a personalized assistance system for a user of a telephone, comprised of a first database, the first database having a contact list for the user. The contact list includes at least one contact name and a corresponding contact number and incl... | 10/07/2008 |
| 7433458 | System and method for viewing contents via a computer network during a telephone call A method for enabling one or both parties of a telephone call to view contents of a source computer via a computer network during the telephone call. The method includes the following steps: (1) associating a telephone number of a telephone line with a network addre... | 10/07/2008 |
| 7428303 | Customer communication service system A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports t... | 09/23/2008 |
| 7424715 | Method and system for presenting events associated with recorded data exchanged between a server and a user Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each event within the set is represented by an event identifier, e.g., a time ... | 09/09/2008 |
| 7424718 | Method and system for presenting events associated with recorded data exchanged between a server and a user Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each event within the set is represented by an event identifier, e.g., a time ... | 09/09/2008 |
| 7417982 | Hybrid switching architecture having dynamically assigned switching models for converged services platform A converged services platform based on a hybrid switching architecture in which either a traditional switching model or a soft-switching model may be selected on a call-by-call basis. In addition, the assigned switching model may be dynamically changed while a call ... | 08/26/2008 |
| 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 |
| 7412048 | Integrated chat client with receiving party choice Phone systems for an integrated chat client service are provided. A representative phone system includes a call processing system operable to check a chat server for accessibility of a calling party chat client associated with a calling party and coupled to the inte... | 08/12/2008 |
| 7406167 | Exchange system and method using icons for controlling communications between plurality of terminals The present invention provides an exchange system which makes it possible to control connection and disconnection between terminals by an operation method which can be intuitively recognized. The exchange system includes display means for displaying icons of various... | 07/29/2008 |
| 7406515 | System and method for automated and customizable agent availability and task assignment management A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent da... | 07/29/2008 |
| 7403607 | Directing contacts between an end user and a contact center agent Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working... | 07/22/2008 |
| 7400879 | Method for conducting mobile communications for a network A method for facilitating incoming and outgoing calls in a mobile communication system using a server or software located on a third-party server is provided. An electronic attendant allows users to perform various tasks using one or more speech terminals coupled to... | 07/15/2008 |
| 7391860 | Method for providing a message-based communications infrastructure for automated call center operation A method for providing a message-based communications infrastructure for automated call center operation is described. A call from a telephony interface is accepted. The accepted call includes an incoming stream of verbal speech. The incoming stream of verbal speech... | 06/24/2008 |
