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| Number | Title | Issue Date |
| 7536003 | Computer product, operator supporting apparatus, and operator supporting method Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in t... | 05/19/2009 |
| 7295188 | Modified computer keyboard number pad The present invention provides for a number pad section of a keyboard having a plurality of digit keys, a plurality of arithmetic operation keys, and a Tab key operational by the ring or little finger of the operator's hand. ... | 11/13/2007 |
| 7180993 | Associating call appearance with data associated with call A distributed telephone answering system has intelligence distributed to a plurality of workstations. Each workstation may connect to a plurality of long distance telephone networks. Also, each workstation is controlled by a central controller. A central resopurce s... | 02/20/2007 |
| 7165901 | Keyboard with improved function and editing sections A keyboard having an improved function key section and an improved editing section. A row of keys is located behind the alphanumeric section. The row of keys includes individual predefined command keys. The groupings of the predefined command keys may be made based ... | 01/23/2007 |
| 7020628 | Method and system for tracking computer system usage through a remote access security device A system and method for monitoring remote computer access and associated costs is provided. The system includes a remotely located communication server in communication with multiple host computer networks and in communication with a network access server. First and... | 03/28/2006 |
| 6915136 | Mobile communication method and mobile communication system Any one of a plurality of terminals sharing the same number determines whether or not to switch a transfer to any of the other terminals sharing the same number. If it determines that the transfer is to be switched, it authenticates one terminal among the other term... | 07/05/2005 |
| 6910818 | Keyboard with improved function and editing sections A keyboard having an improved function key section and an improved editing section. A row of keys is located behind the alphanumeric section. The row of keys includes individual predefined command keys. The groupings of the predefined command keys may be made based ... | 06/28/2005 |
| 6801613 | Associating call appearance with data associated with call Techniques for associating a call appearance with data associated with the call are provided. In the techniques of the present invention, the association of the call appearance with the data is based upon matching of non-dialed number identification data. ... | 10/05/2004 |
| 6603852 | Operator call-fielding scenario system An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario set... | 08/05/2003 |
| 6574661 | Integrated proxy interface for web based telecommunication toll-free network management using a network manager for downloading a call routing tree to client A Web/Internet based toll-free network management tool that enables customers of telecommunications network providers to modify the configuration of their toll-free networks via a Web/Internet-based graphical user interface. The tool provides customers We... | 06/03/2003 |
| 6509833 | Method and system for providing a warning alert A method and a system for providing a warning alert to subscribers of a telecommunication system is disclosed. In one aspect, the warning system includes a central switch and a remote switch, each switch coupled to a different plurality of subscribers to ... | 01/21/2003 |
| 6411707 | Circuit arrangement and method for announcement control In a circuit arrangement and method for announcement control, with a processing unit of a call distributor unit, announcements already forwarded to a caller as well as a current status of the announcement are determined and a called party is informed ther... | 06/25/2002 |
| 6330325 | Automatic log-off signaling for telephone systems A telephone agent availability monitoring system is disclosed for use in telephone switching networks known as "automatic call distribution" systems (ACD's). The inventive monitoring system automatically detects when a telephone headset is unplugged from ... | 12/11/2001 |
| 6278772 | Voice recognition of telephone conversations Voice data requires large storage resources even when compressed and takes a long time to retrieve. Further the required information cannot normally be directly located and it is difficult to analyze the voice data for statistical information. There is de... | 08/21/2001 |
| 6275230 | Method for managing states within activex controls simplifying CTI enabled application development Described is a method of creating intelligent command objects for controlling a telephony system by selecting reusable image symbol to an application container, without requiring an application developer to write any programming code. After being embedded... | 08/14/2001 |
| 6212372 | Method in mobile telephone systems in which a subscriber identity module (SIM) is allocated at least two identities which are selectively activated by the user An apparatus and a method for providing at least two identities to a subscriber unit of a mobile telephone system. A subscriber identity module (SIM) is provided which is inserted into the subscriber unit for selectively activating an identity. The module... | 04/03/2001 |
| 6100891 | Call center agent interface and development tool An agent interface for interactively providing a script to an agent during a calling campaign includes an outline panel means for displaying a call flow outline, the call flow outline having a series of hierarchical topics relating to the campaign. The ca... | 08/08/2000 |
| 6091811 | Ringing technique in automatic call distribution In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met... | 07/18/2000 |
| 6091812 | Apparatus and method for automatically switching a headset between a telephone and a second audio source An apparatus and method are disclosed for connecting a headset alternately to a telephone line and an audio device. The apparatus includes an audio connector for connecting the apparatus to the audio device, a telephone connector for connecting the appara... | 07/18/2000 |
| 6047060 | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center An agent station at a telephony call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the... | 04/04/2000 |
| 6016343 | Call-processing system and method A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a network control processor for controlling the processing and routing of the calls and for providing enhanced features, a... | 01/18/2000 |
| 5991382 | Computer telephone system A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video con... | 11/23/1999 |
| 5987118 | Method and computer program logic for providing an intelligent network operator console with enhanced services A method and apparatus for providing operator consoles with enhanced customer support for automated telecommunication services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102... | 11/16/1999 |
| 5923747 | Communications system and interface circuit for interconnecting telephonic switch and agent computer An interface circuit 104 provides audio and data communications between a telephonic switch 102 and an agent computer 106. The agent computer 106, telephonic switch 102 and interface circuit 104 are comprised by a communications system 100. The interface ... | 07/13/1999 |
| 5864615 | Audio communications inferface, method and communications system for connecting a remote agent to a telephone switch An audio communications interface 102 provides substantially automatic audio communications between a remote agent telephone 107 and a telephonic switch 104 through a telephonic console 106 connected to the telephonic switch 104. A remote agent dials a sp... | 01/26/1999 |
| 5857015 | Automatic operator and last-number-credit A method of processing telephone calls comprising: receiving and storing a directory number of a called party with reference to a calling party, allocating a charge for the call on a billing list of a calling party, receiving a first signal from the calli... | 01/05/1999 |
| 5854833 | Processing using DEF records A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a network control processor for controlling the processing and routing of the calls and for providing enhanced features, a... | 12/29/1998 |
| 5838786 | Intelligent acoustic systems peripheral In an embodiment of the invention, a speaker/microphone peripheral includes a digital-signal-processor (DSP) based acoustic echo canceler and supports a plurality of modes of operation. One mode is a video/telecommunications mode. In this mode, when headp... | 11/17/1998 |
| 5822414 | Method and apparatus for automating telecommunications class charging and for reducing operator errors Methods and apparatus for automating telecommunications billing operations and reducing operator errors when processing operator assisted telephone calls is disclosed. In accordance with the invention, when an operator assisted telephone call is being ser... | 10/13/1998 |
| 5812657 | Telephone number data input methods and apparatus Methods and apparatus for inputting telephone number information into an operator workstation are described. In accordance with the present invention, telephone number information may be entered as either alphabetic information using, e.g., the alphabetic... | 09/22/1998 |
| 5790635 | System and method for automatic monitoring of active telephone calls in a telephonic switch A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The monitoring system includes a timing circuit which measures ... | 08/04/1998 |
| 5764757 | Operator position and method for remote-controlling a speech connection Telephone calls passed from an operator service exchange (3) on to a local operator position (1) are received at the latter and information is issued to the caller. The principle components of the position (1) are (A) a connection (6) to the position desk... | 06/09/1998 |
| 5754642 | Telephone terminal having multiple handsets A telephone terminal has a plurality of handsets and at least one button to input a demand for starting an outgoing call or receiving an incoming call. The terminal includes a demand recognition unit for recognizing the input demand through the one button... | 05/19/1998 |
| 5754960 | Display console and user interface for multisite RF trunked system A dispatcher console for use in a digitally trunked, multisite public service radio system. The dispatcher counsel comprises a personal computer having a co-processor logic board, an audio switching tower, and user I/Os including a customized keyboard, di... | 05/19/1998 |
| 5696809 | Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system A system and method for concurrent delivery of voice and text data to a service agent including a failure management system using an advanced intelligent network based information distribution system is provided. The system includes a central office switc... | 12/09/1997 |
| 5694467 | Integrated sound/telephone headset system An integrated sound/telephone headset system is provided comprising a music source, a telephone, a headset having a microphone and earphones, and a control system. The control system receives music from the music source, a telephone ring signal from a tel... | 12/02/1997 |
| 5638430 | Call validation system A system and method for validating pieces of information associated with a telephone call. An operator console receives a call having one or more pieces of information that are to be validated. The operator console sends a validation request to a validati... | 06/10/1997 |
| 5633923 | Automatic call distribution system with display data storage compression system and method An automatic call distribution system (10) with a plurality of different types of display terminals (18, 20) which require display data to be presented to them in different formats employs a formatter (26) which selectively uses formatting information (24... | 05/27/1997 |
| 5633919 | Real-time billing system for a call processing system A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a billing system that processes billing information records for completed calls. In this type of processing, the billing s... | 05/27/1997 |
| 5590181 | Call-processing system and method A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a network control processor for controlling the processing and routing of the calls and for providing enhanced features, a... | 12/31/1996 |
