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Telephonic Communications > Centralized Switching System > Call Distribution To Operator Call Distribution To OperatorCall Distribution To Operator patent applications listed are from June 2005 to current and include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.11/15/07 - 20070263837 - Methods and systems for setting up a call center Methods according to the exemplary embodiments are used to set up call centers. For example, such methods can include the steps of determining call types to be handled by the call center and a number of call agents to be supported, identifying a list of software applications to be provided ... 11/15/07 - 20070263836 - Online service system capable of predicting waiting time The present invention discloses an online service system capable of predicting waiting time. The service system serves the users through a queuing mode and an electronic whiteboard mode. The queuing mode comprises a queuing-user counting unit for counting number of the user entering the queuing mode, a service channel counting ... 09/13/07 - 20070211881 - Call center user interface and methods of using same Methods and apparatus for a call center system are disclosed for an agent to answer calls from customers of a business. A disclosed example call center system has a database to store customer data and a script generator to provide scripts for dialog with a customer. The system also may ... 09/13/07 - 20070211880 - Method and system for providing menu tree assistance A method for providing menu tree assistance includes receiving a voice request from a user via a telematics unit and a wireless network and determining a voice menu tree based on the voice request. The method further includes receiving at least one response based on the voice menu tree, determining ... 09/13/07 - 20070211879 - Methods and systems for providing dynamic message content to callers on hold Methods and systems for providing dynamic messages to callers on hold are disclosed. In one such method, a telephone call is received into a queue and a first wait time is calculated which corresponds to a first estimated length of time expected to elapse before an agent is available to ... 09/06/07 - 20070206769 - User-defined priority call router A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution (“ACD”) real-time performance based data and subjective non-ACD data, normalization and weighting of the ACD and non-ACD data through application ... 09/06/07 - 20070206768 - Systems and methods for workforce optimization and integration Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further ... 09/06/07 - 20070206767 - System and method for integrated display of recorded interactions and call agent data Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a timeline; displaying a plurality of agent events, where the agent events include exceptions to an agent activity; displaying each exception in visual ... 09/06/07 - 20070206766 - System and method for detecting and displaying business transactions Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating ... 09/06/07 - 20070206765 - Method and system for securing access to information in an automatic call distributor system A method for granting access to secure information includes receiving from a caller a call for connection with one of a plurality of agents, distributing the call to the agent of the plurality of agents, initiating an active communication session between the caller and the agent for handling the call, ... 09/06/07 - 20070206764 - System and method for integrated display of multiple types of call agent data Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a ... 08/30/07 - 20070201678 - Systems and methods to redirect audio between callers and voice applications A call center environment is provided that allows a customer service representative to populate a workstation display screen with data using either keystrokes or voice input. The voice input is provided to the workstation using a voice overlay and voice platform to convert audio into data usable by the workstation ... 08/30/07 - 20070201677 - Enhanced directory assistance system with enhanced peripheral call queuing and handling A directory assistance system includes a plurality of call centers, each configured to handle a directory assistance request from a caller. An ICM/IVR edge queuing module has a first IVR module and second ICM module and is coupled to each of the call centers. The ICM/IVR edge queuing module receives ... 08/30/07 - 20070201676 - Supervising monitoring of agents A system, method, and device for monitoring communications or agents in a contact center are disclosed. The exemplary system may have a monitoring station for transmitting a request to monitor an agent. A server of the exemplary system may have a servlet container and filter portion for receiving and routing ... 08/30/07 - 20070201675 - Complex recording trigger Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records. ... 08/30/07 - 20070201674 - 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 data can further include information related to an agent's skills, ... 08/30/07 - 20070201673 - System and method for multi-channel communication queuing An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in ... 07/19/07 - 20070165830 - Dynamic load balancing between multiple locations with different telephony system A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also ... 07/19/07 - 20070165829 - Personal communication center performance display and status alert system In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for agent information includes a software application executing on individual PC/VDUs at agent stations. The software application draws on status ... 07/12/07 - 20070160188 - Home agent access in call routing management based on caller language Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system ... 07/12/07 - 20070160187 - System and method for redirecting a telecommunicating party to an information source over a computer network A system and method for providing an access code to an interested party who is engaging in communications with a call center agent over a communications line and directing the interested party to at least one source of information provided over a computer network. The interested party may make an ... 07/05/07 - 20070154007 - Method and device for agent-optimized operation of a call center Offers for the purchase of goods and for the conclusion of contracts are made in call centers to a plurality of customers. Aside from the goods, a successful business transaction depends on whether or not the customer is comfortable with the salesperson in question. The most ideal assignment of a ... 07/05/07 - 20070154006 - Apparatus and method for determining part of elicitation from spoken dialogue data This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change time point (time) when the speaker who makes longer speeches ... 06/14/07 - 20070133780 - Methods and apparatus to handle customer support requests Methods and apparatus to handle support contacts in a call center are disclosed. An example method for handling a first contact to a support center includes receiving the first contact from a first person, receiving a first identifier associated with the first person, analyzing contact details for a second contact ... 06/14/07 - 20070133779 - Systems and method for call center processing Various systems and methods for call center processing are provided. As just one example, a method for call center processing is described that includes providing a call center system. The call center system includes a business object function implemented in a script language, and a communication layer. The method further ... 06/07/07 - 20070127688 - Mass-scale, user-independent, device-independent voice messaging system A mass-scale, user-independent, device-independent, voice messaging system that converts unstructured voice messages into text for display on a screen is disclosed. The system comprises (i) computer implemented sub-systems and also (ii) a network connection to human operators providing transcription and quality control; the system being adapted to optimise the effectiveness ... 06/07/07 - 20070127687 - Call center operations system A multi-call-center operations system is provided with a collective operator management device for determining an increase or a decrease in the number of operators in charge of outbound service at each of call centers and for transferring the resulting determination to an associated call center, and collectively manages at one ... 05/31/07 - 20070121892 - Method for evaluating customer call center system designs A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a ... 05/24/07 - 20070116238 - Method and system for on-line trading A website run by a server can be accessed by many visitors. Service and support for the website are provided by a live agent at a call center by engaging the visitors in verbal conversations. A conversation is initiated when a visitor requests telephone assistance on the website. Information about ... 05/24/07 - 20070116237 - System and method for caller confirmation of call center agent notes A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) ... 04/19/07 - 20070086585 - Multi-media service interface layer An architecture for providing multi-media service to a client includes a web page host server for providing pages of information capable of display by a client browser, and a contact center platform capable of establishing communication between a representative and the client via telephone. At least one of the pages ... 03/29/07 - 20070071221 - Network routing At least one device receives a call request from a calling party to a called party. The device routes the call request to an Internet Protocol Multimedia Subsystem (IMS) core when a first condition is met and bypasses the IMS core when a second condition is met. ... 03/01/07 - 20070047720 - System and method of managing incoming telephone calls at a call center A method of managing incoming calls is disclosed and includes receiving a telephone call. Further, the method includes offering a caller a bypass option to bypass an automated help application and placing the telephone call in a queue for a next available customer service agent. The method can also include ... 02/22/07 - 20070041563 - Call centre having operator workstations, a switching device and a call distribution system, and a method of operating a call centre of this kind A call centre in a communications network, having a plurality of operator workstations, a switching device and a call distribution system, and to a method of operating this call centre is provided. In this arrangement, virtual operator workstations are provided in the call centre which, after operator-specific access data has ... 02/22/07 - 20070041562 - Inter campaign and queue cooperation Generally, the invention is a device, method, and system for transferring a communication session from a first outbound campaign to a second outbound campaign. The first outbound campaign may include a first communication initiating device and a first set of outbound agent communication terminals. The second outbound campaign may include ... 02/15/07 - 20070036330 - Call logging and call logging notification at telecommunications service provider gateway An apparatus, system, methods and computer-readable media that effectively operate at a telecommunications service provider gateway to enable the delivery of call logging notification (e.g., beep tones, verbal announcements, visual indicators, etc.) and/or call logging (i.e., recording). The system described herein utilizes apparatus and/or methods that are incorporated into or ... 02/15/07 - 20070036329 - Call center support and documentation system A call center support and documentation system is provided. The call center support and documentation system assists an agent of a call center in processing calls. Specifically, the system assists the agent in processing calls more quickly by providing, on a single display screen, all of the information to process ... 02/15/07 - 20070036328 - Virtual world escrow In one aspect, a method related to conducting virtual world transactions. In addition to the foregoing, other method and system and program product aspects are described in the claims, drawings, and text forming a part of the present application. ... 02/15/07 - 20070036327 - Enhanced cell queuing system In a computer controlled call answering system, if no agent is available to respond to an incoming call, a caller is provided with a form to complete during the waiting time. Forms of varying complexity may be stored and relayed to the caller depending on the anticipated waiting time. Additionally ... 11/16/06 - 20060256949 - Systems and methods for callback processing Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when ... 11/09/06 - 20060251236 - Sip acd multi-tenant mechanism that facilitates multiple levels of partitions or tenants A method and apparatus are provided for routing a SIP INVITE by a contact distributor that provides contact distribution services to a plurality of independent contact distribution services tenants. The method includes the steps of routing the SIP INVITE to a SIP proxy server of the contact distributor, the SIP ... 11/02/06 - 20060245576 - Technique for continually assisting a user during an information assistance call A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by ... 10/26/06 - 20060239439 - Method for increasing ease of doing business through use of an access point model A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an ... 09/21/06 - 20060210050 - Method and system for grouping in-premises devices and setting operational rules thereof In its broadest form, the present invention provides a method for user assisted association between devices in two classes of service, such as a telephony device and a notification device. By way of example, a user logs on to a server. At least one telephone number is associated with the ... 09/14/06 - 20060203988 - Multi-way call connection management system The present invention is directed to a multi-way connection management (MWCM) system for monitoring and maintaining call connections among a group of participating parties. The multi-way call connection may be established by connecting the originating party and the desired participating parties. Once a multi-way call connection is established, the multi-way ... 08/24/06 - 20060188084 - Call management system with call control from user workstation computers A call management method and system. The system includes at least one user position, comprising a computer workstation and a telephone apparatus that is associated with the computer workstation. In addition, the system includes a call management computer comprising a memory; and a digital data network to connect the computer ... 06/29/06 - 20060140388 - Processing messages of agents This invention provides methods, systems and apparatus for processing a message of a large number of agents. An example of an apparatus includes: a memory; means for managing a state of an agent based on whether the agent is in the memory and whether there is a message, by determining ... 05/04/06 - 20060093123 - Call processing system A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to ... 01/05/06 - 20060002539 - Customer premises equipment that can support multiple call control languages or multiple call agents Consumer premises equipment (CPE) configured to be connected with one of a selectable plurality of call agents using one of a selectable plurality of call control languages in response to user input to the telephone. In one aspect, telephone users can therefore select, e.g., a service provider. In another aspect, ... 09/15/05 - 20050201545 - Method and system for automated unit service requests from a telematics unit The current invention provides a method for automated unit service requests from a telematics unit. A unit request call trigger is set at the telematics unit from a call center. A unit request call is received based on the unit request call trigger. The telematics unit is configured in response ... 08/04/05 - 20050169452 - Method and apparatus for self-evaluation and randomization for predictive models Disclosed are methods and apparatus for evaluating a certainty characteristic of a predictive model. When a decision needs to be implemented, the predictive model is utilized unless the certainty characteristic of such model indicates that the predictive model results are unacceptably uncertain and should not be used. Otherwise, the predictive ... 06/23/05 - 20050135596 - Method and system for providing personalized service over different contact channels A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point ... 06/23/05 - 20050135595 - Intelligently routing customer communications A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is ... ### FreshPatents.com Support |