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| Number | Title | Issue Date |
| 8180043 | Method and apparatus for customer key routing In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initi... | 05/15/2012 |
| 8165282 | Exploiting facial characteristics for improved agent selection The present invention, in one embodiment, is directed to a method for servicing customer contacts in a contact center in which customer facial features are employed in selecting and/or configuring contact center resources to service the customer. ... | 04/24/2012 |
| 8160234 | Assignment of call-center agents to incoming calls A technique is disclosed that optimizes the background noise experienced by a party who is calling into a call center. Working as part of an overall call-assignment algorithm, the technique considers the acoustic noise that is present in the vicinities of multiple c... | 04/17/2012 |
| 8107613 | Context recovery for call center agents A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first... | 01/31/2012 |
| 8054965 | Telephony control system with intelligent call routing A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destina... | 11/08/2011 |
| 8045696 | Method and apparatus for determining customer routing in a call center A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communicati... | 10/25/2011 |
| 8023637 | Method and system for hierarchy based contact routing Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource n... | 09/20/2011 |
| 8009822 | System for geographic agent routing A call center system that routes calls to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The call center system is comprised of a call center applicat... | 08/30/2011 |
| 7894595 | Telephony control system with intelligent call routing A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destina... | 02/22/2011 |
| 7787611 | Packet telephony bridging server A bridging server instantiates virtual packet telephones that emulate physical packet telephone instruments, and includes a switch operative to establish connections between respective pairs of the virtual packet telephones. A first one of a pair of virtual packet t... | 08/31/2010 |
| 7706522 | Method and system for communicating with an automatic call distributor system agent A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able t... | 04/27/2010 |
| 7424108 | Optimal dynamic agent state assignment The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real ti... | 09/09/2008 |
| 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 |
| 7372815 | Load distributing method among gatekeeper A gatekeeper connected to an H323 network, includes a first message receiving section, a transport data transmitting section, and a control section. The first message receiving section receives a gatekeeper discovery message from an end point. The control section de... | 05/13/2008 |
| 7373405 | 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 ... | 05/13/2008 |
| 7372956 | Method and apparatus for providing an interactive home agent with access to call center functionality and resources A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the ca... | 05/13/2008 |
| 7373387 | Session to track actual e-mail handling time A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measu... | 05/13/2008 |
| 7372952 | Telephony control system with intelligent call routing A communications system and method, for analyzing at least two characteristics for each of at least a portion of a plurality of communications, selected from the group comprising artificial neural network parameters, stochastic parameters, cost parameters, and utili... | 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 |
| 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 |
| 7362854 | Portable electronic device having integrated telephony and calendar functions The phone number or other identifying information of an incoming phone call or other network communication is optionally stored, and a call-back is optionally scheduled. The user is prompted whether to schedule a call back, and if so, a call-back sequence is initiat... | 04/22/2008 |
| 7359918 | System and method for intelligent script swapping A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a client a first portion of data at a first data collection mechanism using at least a portion of a first script comprising one or more queries f... | 04/15/2008 |
| 7359368 | System and method for routing calls using dialing partitions A method of routing calls using dialing partitions includes receiving a call request at a first call manager from a first device coupled to a packet-based network. The call request includes a telephone number that is associated with a second device coupled to the pa... | 04/15/2008 |
| 7356139 | Computer telephony integration (CTI) complete hospitality contact center Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal telecommunications networks, information systems, data networks, and applications... | 04/08/2008 |
| 7349971 | System for transmitting data utilizing multiple communication applications simultaneously in response to user request without specifying recipient's communication information The present invention is related to a method for transmitting data utilizing a plurality of communication applications simultaneously in a communication device supporting the plurality of communication applications, and a communication device for implementing the me... | 03/25/2008 |
| 7349535 | Method and system for automatic call distribution based on location information for call center agents A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in ... | 03/25/2008 |
| 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 |
| 7342581 | Method and apparatus for displaying 3-D state indicators A method for presenting a user selected status of an object in a three dimensional graphic display is disclosed. The method includes the step of receiving a request to select a property of an object for display. The method further includes the step of displaying at ... | 03/11/2008 |
| 7330895 | Representation, decision models, and user interface for encoding managing preferences, and performing automated decision making about the timing and modalities of interpersonal communications The present invention relates to a system and methodology providing a user interface that can be employed by contactors and contactees in conjunction with a communications architecture for identifying and establishing an optimal communication based on preferences, c... | 02/12/2008 |
| 7328006 | Method and communication system of associated phone calling A method for an associated phone calling is disclosed, that a mobile terminal needs to have association relationships with one or multiple communication terminals in a network. First, having received a call initiating by a mobile terminal which has an association re... | 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 |
| 7315893 | Method and apparatus for filtering messages based on context A method for reporting alert conditions is disclosed which includes defining alert filter criteria, identifying an alert condition, analyzing one or more properties of the alert condition based on the alert filter criteria, and determining whether to report the aler... | 01/01/2008 |
| 7315617 | Method and system for managing calls of an automatic call distributor A method for managing calls of an automatic call distributor includes receiving a call from a user over a first connection with a first endpoint of the user. The call comprises a request for service. The method includes obtaining presence information of the user and... | 01/01/2008 |
| 7302262 | Mobile communications control method, control system and mobile terminal A mobile communications control method of this invention controls mobile communication by a mobile terminal in a network in which a plurality of wireless systems are available. In the mobile communications control method, the mobile terminal performs location regist... | 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 |
| 7289949 | Method for routing electronic correspondence based on the level and type of emotion contained therein A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate langu... | 10/30/2007 |
| 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 |
| 7286661 | Systems and methods for scalable hunt-group management The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling... | 10/23/2007 |
| 7274787 | Scheduled return to queue with priority (SRQP) A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the r... | 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 |
