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Telephonic Communications > Centralized Switching System > Call Distribution To Operator

Call Distribution To Operator

Call Distribution To Operator patent applications listed include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.

12/20/12 - 20120321068 - Controlling a test load throttle
A device includes a traffic load profile containing information for regulating rates of routing calls and a controller. The controller may be configured to access the traffic load profile, obtain network calls from a traffic load producer, and route the network calls to a system under test based on the...

09/20/12 - 20120237016 - System and method for observing a communication session
An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to...

07/19/12 - 20120183129 - Enhanced directory assistance system
An enhanced directory assistance system includes a telephone switch for receiving calls from at least one caller desiring to receive directions. A direction module is configured to receive a desired destination information provided by the caller and the location of the caller. The direction module is further configured to provide...

04/19/12 - 20120093306 - Methods and systems for monitoring contact sessions of a contact center
A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill...

02/16/12 - 20120039459 - Communication center methods and apparatus
A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals between the plurality of different business affiliations being supported by the communications center. The management module...

02/02/12 - 20120027194 - System and method for managing abrupt contact disconnects
Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer...

11/10/11 - 20110274265 - Method and system for upgrading a computer telecommunication integration equipment
A method and system for upgrading a computer telecommunication integration equipment is provided, the method comprises: a master computer telecommunication integration (CTI) equipment and a slave CTI equipment register respectively to an automatic call distributor; when the master CTI equipment is upgraded, one or more agents which are in an...

07/28/11 - 20110182418 - Method for implementing and executing communication center routing strategies represented in extensible markup language
A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule...

03/17/11 - 20110064211 - System and method for building a communication link
This invention discloses a method to build a communication link between a client and a customer service of the dispatching company. The dispatching company has a plurality of dispatch lists, each dispatch list records a code of a client and a code of a customer service that provides service to...

02/17/11 - 20110038474 - Operating managing server, system, computer-accessible medium and program
The objective is to provide a monitoring device that enables a supervisor in a contact center to recognize the status of each operator easily, and to recognize an irregularity in operation quickly. A server 10 is connected to a telephone switchboard 30 and a terminal 20 which has a display...

12/16/10 - 20100316212 - Remote media call center
The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for...

01/28/10 - 20100020960 - System and method for providing communications services
An enhanced services system for a telecommunications network includes operator equipment accessible by an operator, and a routing system for routing a call from a caller to the operator equipment. The caller may access e-mail creation and service and/or interpreter services. A method of sending an electronic message includes routing...

07/09/09 - 20090175436 - Call center application data and interoperation architecture for a telecommunication service center
A call center application data and interoperation architecture provides a centralized design for managing applications providing call center functionality. The architecture integrates information flow using a mater data repository for all applications for all aspects of a call center operation. The architecture provides employee information at defined levels through the...

03/26/09 - 20090080639 - Call volume based ivr call duration and port adjustment
A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether...