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| Number | Title | Issue Date |
| 8045700 | System and method of providing voice communication A method is presented of providing voice communication, including receiving at a set-top box device a selection of a first contact, receiving data indicating that a first call has been placed to a phone associated with the first contact, and sending data to a displa... | 10/25/2011 |
| 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 |
| 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 |
| 7386850 | Arrangement for scheduling tasks based on probability of availability of resources at a future point in time A resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The forecaster determines (202) the type of call tha... | 06/10/2008 |
| 7366985 | Text based markup language resource interface A software control method and apparatus for displaying a text based markup language interface. The interface can interact with a computer to provide reference documents, install system drivers and perform various system utilities. The interface can reference optical... | 04/29/2008 |
| 7336779 | Topical dynamic chat The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the plurality of customers 110-118 simultaneously to... | 02/26/2008 |
| 7321657 | Dynamic force management system Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users... | 01/22/2008 |
| 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 |
| 7302051 | System and method for providing an automatic telephone call back from information provided at a data terminal The system and method provides an automatic telephone call back in response to a request for assistance made at a remote data terminal by an inquiring party. The inquiring party provides information at the data terminal, the information is transferred over a data pa... | 11/27/2007 |
| 7302570 | Apparatus, system, and method for authorized remote access to a target system An apparatus, system, and method are provided for authorized remote access to a target system. The apparatus, system, and method include a security module and an authorization module that cooperate to authenticate a remote user using three passwords. The apparatus, ... | 11/27/2007 |
| 7295668 | Predictive dialing by monitoring progress of agent script A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for p... | 11/13/2007 |
| 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 |
| 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 |
| 7284018 | Logless transaction coordination Methods and apparatus, including computer program products, implementing and using techniques for performing a transaction across one or more resources. A connection is established to one or more resources that are required by a transaction. Each connected resource ... | 10/16/2007 |
| 7280651 | Method and system for performing automated telemarketing A method for performing automated telemarketing comprising receiving potential customer data including a telephone number. A telephone call is initiated to the telephone number using an auto-dialing device. Notification is received at a voice platform that the poten... | 10/09/2007 |
| 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 |
| 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 |
| 7245711 | Virtual interaction queuing using internet protocols A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call in a queue associated with a call center, obtaining a messaging prefer... | 07/17/2007 |
| 7245716 | Controlling hold queue position adjustment A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the calle... | 07/17/2007 |
| 7239692 | 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 ... | 07/03/2007 |
| 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 |
| 7230927 | Non-blocking expandable call center architecture An improved call center architecture includes a switch which communicates with agents either over a broadband network or through a conventional legacy PBX. The hybrid configuration also includes N+1 fault tolerance and the ability to linearly expand the capacity of ... | 06/12/2007 |
| 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 |
| 7231035 | Method and apparatus for entertaining callers in a queue One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and establishing a connection, the connection enabling communication between the... | 06/12/2007 |
| 7231573 | Delay management system A delay management system in a computer system includes a delay manager and a first storage element that stores a delay time. The delay manager is configured to receive a series of delay values and respond to each delay value in the series of delay values by providi... | 06/12/2007 |
| 7222086 | Systems and methods for providing performance feedback to a cashier at a point-of-sale terminal A system is described for providing performance feedback to a cashier at a POS terminal. The system includes a display for displaying information to a cashier operating the POS terminal. The display displays a performance goal screen at the start of a work session, ... | 05/22/2007 |
| 7212516 | Network spanning heterogeneous call center and method of operation A network spanning heterogeneous call center system and method of operation is disclosed. A particular illustrative system is for use with a circuit-switched private branch exchange and a packet-switched private branch exchange. This system includes a circuit-switch... | 05/01/2007 |
| 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 |
| 7197130 | Dynamic load balancing between multiple locations with different telephony system An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component distributes those of the calls allocated to the first telephony syst... | 03/27/2007 |
| 7184754 | Method and apparatus for cellular telephone directory assistance A directory assistance service for cellular telephone numbers, which may be used with the existing directory assistance infrastructure, queries an aggregated database of public cellular telephone listings for all cellular telephone service providers, queries each of... | 02/27/2007 |
| 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 |
| 7170990 | Autonomous dispatcher method and apparatus The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized co... | 01/30/2007 |
| 7158909 | Method and system for testing spas A test system and method for testing a spa system which includes a spa tub for holding water, an electronic controller system which controls the spa system functions, and one or more controlled devices. The system and method exercises the controlled devices during a... | 01/02/2007 |
| 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 |
| 7158628 | Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selectio... | 01/02/2007 |
| 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 |
| 7139390 | Promoting use of experts to callers waiting in a hold queue A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an... | 11/21/2006 |
| 7133520 | Dynamic skill-based call routing A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a tar... | 11/07/2006 |
| 7130406 | Enhanced directory assistance system The present invention provides for an enhanced directory assistance system (2) for providing directions information to a plurality of callers (4). The system is comprised of a telephone switch (12) for receiving calls from a plurality of callers... | 10/31/2006 |
