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"There is practically no chance communications space satellites will be used to provide better telephone, telegraph, television, or radio service inside the United States."
T. Craven, FCC Commissioner ; 1961
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| Number | Title | Issue Date |
| 8116446 | Agent driven work item awareness for tuning routing engine work-assignment algorithms Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that agent cannot handle part or all of those interactions, before sending tho... | 02/14/2012 |
| 7773740 | Agent registration and bidding system A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents, receiving a bid to handle the call from each of the plurality of agents... | 08/10/2010 |
| 7616756 | Call center first access resolution A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and categorized into request and sub-request types. A request is received from a caller an... | 11/10/2009 |
| 7545925 | Method and system for improved routing of repair calls to a call center A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data assoc... | 06/09/2009 |
| 7492888 | Method and apparatus for assigning priorities by applying dynamically-changeable business rules A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or tex... | 02/17/2009 |
| 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 |
| 7426268 | System and method for call routing and enabling interaction between callers with calls positioned in a queue According to at least one embodiment of the present invention, a method and apparatus are provided for enabling a caller on hold to listen to one or more ongoing calls. The method includes receiving an incoming call, determining a subject category and at least one k... | 09/16/2008 |
| 7386115 | Combined caller and agent endpoint manager A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt of a call from a client of the organization through an interface of ... | 06/10/2008 |
| 7372957 | Method and apparatus for implementing call processing in packet telephony networks Various method and apparatus are provided to perform call routing, queuing and other call processing in packet telephony networks. In one embodiment, an automatic call distributor (ACD) system to perform call processing for packet telephony calls may include a call ... | 05/13/2008 |
| 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 |
| 7349527 | System and method for extracting demographic information A system and method for extracting demographic information from a contact is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; selecting a set of demographic characteristics; assigning a set of acoustic confidence sco... | 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 |
| 7327831 | Communication means A text centre takes in telephonic text message calls. The text centre determines the target address(es) of the calls, and the identity of the target address(es) in each case is recorded in the text centre against a telephone call centre or call centres. The text mes... | 02/05/2008 |
| 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 |
| 7275110 | Authentication using portion of social security number A system and method for an access code issuer to receive an on-line application including certain personal information from a user of a computer network such as the Internet, to independently operatively connect to a database and obtain or verify demographic and add... | 09/25/2007 |
| 7254641 | Digital multimedia contact center with tier escalation and deescalation in response to changed criteria A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. T... | 08/07/2007 |
| 7249321 | System and method for selection of a voice user interface dialogue A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria matrix also incorporates a dialogue selection table for selecting an app... | 07/24/2007 |
| 7239346 | System and architecture that supports a multi-function semiconductor device between networks and portable wireless communications products A system and architecture that supports an integrated imaging module for use between networks and portable communications products. The integrated imaging module contains a lens, memory, an input/output device, and a multi-function semiconductor device, such as a Co... | 07/03/2007 |
| 7239691 | Method and system for handling calls in a communication network A call processing system receives a call request, and in response, generates a call identification, establishes context information, and transfers the call identification and the context information. A context server receives the call identification and the context ... | 07/03/2007 |
| 7231033 | System and method for providing a service to a customer via a communication link A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone num... | 06/12/2007 |
| 7230946 | Remote agent access method to a VoIP contact center where high QoS is not supported A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and metho... | 06/12/2007 |
| 7224790 | Method to identify and categorize customer's goals and behaviors within a customer service center environment A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration... | 05/29/2007 |
| 7218921 | Method and system for inviting and creating accounts for prospective users of an instant messaging system A system and method for assigning a unique identifier to a prospective user of an instant messaging system. The IM system comprises a plurality of clients (111) having IM applications of the same or different types, selectively interconnected to an IM server ... | 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 |
| 7185108 | Information processing apparatus having reply priority and method thereof An information processing apparatus for replying to an inquiry from a customer in accordance with a reply priority and method therefore. In this information processing apparatus, the reply to the inquiry from the customer is done in accordance with the reply priorit... | 02/27/2007 |
| 7184540 | Personality based matching of callers to agents in a communication system The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurali... | 02/27/2007 |
| 7181397 | Speech dialog method and system An electronic device (300) for speech dialog includes functions that receive (305, 105) a speech phrase that comprises a request phrase that includes an instantiated variable (215), generate (335, 115) pitch and voicing characteristics ( | 02/20/2007 |
| 7181492 | Transfer of an internet chat session between servers A customer is transferred from a first Internet chat session on a first server to a second Internet chat session on a second server without the customer having to take any action whatsoever. The second server may be the same server as the first server or may be diff... | 02/20/2007 |
| 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 |
| 7167899 | Web-content aware automatic call transfer system and process for mobile users and operators The Web customer contact system is based on distributed execution of service logic programs that can be dynamically altered based on changing business needs. The distributed and dynamic program modification makes the Web customer contact system scalable and customiz... | 01/23/2007 |
| 7165119 | Search enhancement system and method having rankings, explicitly specified by the user, based upon applicability and validity of search parameters in regard to a subject matter The system and method comprises enhancement of results for a search engine, wherein the results from the search engine are refined or reorganized, based upon information from an identified secondary source. The results obtained using a conventional search are compar... | 01/16/2007 |
| 7146002 | Customer service transaction handling based on transaction history A method of routing a plurality of calls received by a call routing system, including grouping each of the plurality of received calls based on a plurality of customer classifications each associated with one of a plurality of customers each corresponding to one of ... | 12/05/2006 |
| 7139373 | Service delivery instruction processing system and method A method, system and apparatus for managing delivery service instructions. A method for managing delivery service instructions can include receiving a telephone call from a customer through a PSTN linkage. Identifying information for the customer can be retrieved th... | 11/21/2006 |
| 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 |
| 7133515 | Subscriber control of busy line interrupt and line treatment codes The present invention deploys an intelligent voice response (IVR) unit to interface between the subscriber and the operational support system of the telephone system. After proper authentication, the subscriber can access control over certain predefined behaviors as... | 11/07/2006 |
| 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 |
| 7099455 | Managing variable data through line information database (LIDB) access in a public switched telephone network (PSTN) A method, system and apparatus for managing variable information in a line information database (LIDB). In summary, a LIDB which has been configured in accordance with the present invention and which further has been disposed within a public switched telephone netwo... | 08/29/2006 |
| 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 |
| 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 |
| 7080323 | Dynamic and adaptable system and method for selecting a user interface dialogue model A communication system includes a selection module for selecting appropriate user interface types for nodes within a task. The selection module interacts with a selection criteria library and a user interface dialogue model library to determine an appropriate user i... | 07/18/2006 |
