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| Number | Title | Issue Date |
| 8175257 | Method and apparatus for scheduling automatic call distribution system callers A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a caller, and receive an indication that the caller is to speak with one of a ... | 05/08/2012 |
| 8094804 | Method and apparatus for assessing the status of work waiting for service The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool a... | 01/10/2012 |
| 7949123 | Wait time predictor for long shelf-life work An architecture that is operable to predict when a selected work item will be serviced in a contact center 100 includes a service time predictor 260 operable to (a) select a plurality of successive time intervals, each of the plurality of time interval... | 05/24/2011 |
| 7630487 | Method and system for distributing calls A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent... | 12/08/2009 |
| 7436948 | Method and system for timed interaction with an interactive voice response Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a u... | 10/14/2008 |
| 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 |
| 7397912 | Communication system employing a personal assistant server and a personal assistant terminal A communication system has a plurality of user terminals, operable by a corresponding pourality of users, connecting means, a “personal assistant” server and a “personal assistant” terminal. The “personal assistant” terminal is connected to the “person... | 07/08/2008 |
| 7359847 | Tracking converage results in a batch simulation farm network A method and system for providing centralized access to count event information from testing of a hardware simulation model within a batch simulation farm which includes simulation clients and an instrumentation server. Count event data for said hardware simulation ... | 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 |
| 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 |
| 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 |
| 7313232 | Monitoring for operator services The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the pa... | 12/25/2007 |
| 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 |
| 7269253 | Telephony control system with intelligent call routing A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communi... | 09/11/2007 |
| 7257218 | Presence enabled queue management The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of providing the necessary response. The resources for information may be ... | 08/14/2007 |
| 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 |
| 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 |
| 7221752 | Method and configuration for operation of an operator switching position in a telecommunications system A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided for this purpose in the telecommunications system, which coordinates th... | 05/22/2007 |
| 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 |
| 7212625 | System and method for presenting queue lengths of various media used by service centers There is provided, in a first form, a system and method for the holistic presentation of multiple media queue depths, which allows the customer to decide what media channel they want to use to make a call based on resource availability across multiple media. Further... | 05/01/2007 |
| 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 |
| 7145905 | Call queuing service termination Call queuing is implemented in a telecommunications advanced intelligent network. A determination is made that the call has been queued for a determined amount of time. The caller is requested to perform an action to remain in a queue. If the caller does not perform... | 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 |
| 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 |
| 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 |
| 7095842 | Enabling caller controlled hold queue position adjustment A method, system, and program for allowing callers to adjust in position within a call hold queue are provided. An advancement token earned by a caller is detected at a calling queue. The position of the caller within the calling queue is adjusted, in response to re... | 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 |
| 7076044 | Call queuing notification Call queuing is implemented in a telecommunications advanced intelligent network. After a call to a busy subscriber line in queued, a separate call to the subscriber is placed indicating status of the queued subscriber line access call. Call queuing and status notif... | 07/11/2006 |
| 7050569 | Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time The present invention, relates to an automated call distribution platform that has the ability to analyze a call queue and determine if a call qualifies for participation in an interactive application, invite a caller to participate in the application and, if the ca... | 05/23/2006 |
| 7043008 | Selective conversation recording using speech heuristics A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention utilizes a speech analyzer to analyze a speech signal during a telephone co... | 05/09/2006 |
| 7020260 | Enhanced flexible alerting A method and apparatus for alerting a plurality of groups of telephone stations in sequence in response to receipt of a pilot directory number in a first telephone switching system first switch alerting a group of telephones; if none of the first group of telephones... | 03/28/2006 |
| 7012888 | High availability VoIP subsystem A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a cal... | 03/14/2006 |
| 6999578 | Telephone support method, storage medium and apparatus A support reception unit issues a reception number in response to an application for support from a client and notifies the client of the reception number and a guidance for a call connection. A wait state management unit allocates into a queue the reception number ... | 02/14/2006 |
| 6999579 | Method and apparatus for the efficient utilization of trunk bandwidth in a global enterprise The present invention relates to the operation of interconnected switches or call centers. In particular, the present invention allows communication bandwidth to be conserved, by providing audible feedback from a switch that is relatively local to a caller, even tho... | 02/14/2006 |
| 6970829 | Method and system for skills-based planning and scheduling in a workforce contact center environment A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level,... | 11/29/2005 |
| 6959081 | Expert hold queue management A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, t... | 10/25/2005 |
| 6956932 | Method and system of controlling promotional call-ins A method and system for receiving, logging, answering, controlling, and forwarding calls from radio or other promoter call-in contestants, wherein said method provides an efficient means for controlling call-in contests. Radio call-in contests are the most typical, ... | 10/18/2005 |
