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Telephonic Communications > Centralized Switching System > Call Distribution To Operator > Automatic Call Distributor (acd) System

Automatic Call Distributor (acd) System

Automatic Call Distributor (acd) System patent applications listed include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.

04/17/14 - 20140105379 - System and method for automated voice quality testing
A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions...

04/03/14 - 20140093061 - Passive, non-amplified audio splitter for use with computer telephony integration
A passive, non-amplified audio switch for a computer telephony system is provided. The passive, non-amplified audio switch provides a first telephone jack to receive audio in and send audio out to a first user. The passive, non-amplified audio switch provides a second telephone jack to receive audio in and send...

11/14/13 - 20130301823 - Extracting social relations from calling time data
A method, apparatus, and computer program product for generating a social network data structure, the method comprising: receiving a corpus comprising one or more communication indications for one or more customers, each communication indication indicating start time and end time of a communication of the customer; and generating a social...

11/07/13 - 20130294596 - System and method for speech-enabled call routing
In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a processor, whether a time period satisfies a threshold time period. The time period is associated with a voice message box...

10/24/13 - 20130279685 - Multi-tasking relief
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be...

08/29/13 - 20130223609 - Agent selectable process for managing contact center communications
Alternatively, in an out-bound call center, communication requests are generated in the call center. The communication requests are presented to the agent and the agent selects one of the communication requests. In response to the agent selecting the communication request, a communication is initiated to an address of the communication...

08/29/13 - 20130223610 - Adjustment of contact routing decisions to reward agent behavior
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent...

08/29/13 - 20130223611 - Break injection at work assignment engine of contact center
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, include a break-type work item in a work pool that also contains traditional work items. The break-type work item comprises attributes that enable...

08/29/13 - 20130223612 - Dynamic adjustment of multi-dimensional routing rule
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support the ability to flexibly apply a plurality of different work assignment algorithms simultaneously, weight work item routing decisions received from each work...

08/08/13 - 20130202101 - System and method for manual initiation of communications to members of a contact list
Customer service agents within a communications handling center, such as a contact center handling telephone calls, are assigned to queues. One or more calling agents are also given rights to initiate calls through a manual dialing interface. In certain embodiments, these calling agents dial a telephone number by clicking a...

07/11/13 - 20130177147 - Systems, methods and computer readable media for dynamically assigning contacts to agents
Systems, methods and computer-readable media for dynamically assigning contacts to agents include calculating a unique contact proficiency score for at least a portion of a plurality of agents, the unique contact proficiency score corresponding to a unique contact type. By assigning contacts to agents based on unique contact proficiency score...

05/23/13 - 20130129069 - Systems and methods of controlling confidential communication in contact handling systems
Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer...

02/28/13 - 20130051544 - Network value determination for call center communications
Embodiments of the invention are directed to a call center system providing network metrics based off of an individual's social networking connections, and more particularly embodiments of the invention are directed to methods, apparatuses, and computer program products for providing a recommendation to an individual contacting the call center, based...

02/28/13 - 20130051545 - Call center system for dynamic determination of appropriate representative
Embodiments of the invention are directed to a call center system for dynamically determining an appropriate customer service representative, and more particularly embodiments of the invention are directed to methods, apparatuses, and computer program products for providing a match between a customer and a customer service representative based on indicators...

02/28/13 - 20130051546 - Network predictive customer service queue management
A communications portal for interfacing with a carrier network, a contact center, and a user is disclosed. Telecommunications links are connected to the communications portal to receive inbound calls and place outbound calls. A gateway signaling proxy containing an application server and a reverse automation subsystem is connected to the...

01/31/13 - 20130028406 - System, method and software for a speech-enabled call routing application using an action-object matrix
A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the...

01/17/13 - 20130016823 - Computer-implemented system and method for providing coaching to agents in an automated call center environment based on user traits
A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of...

01/10/13 - 20130010947 - System and method of determining call treatment of repeat calls
A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes,...

12/20/12 - 20120321069 - Networked contact center
This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center...

11/15/12 - 20120288080 - Method and apparatus for interfacing a customer with a call center
A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information about the customer and allow the session to be accurately routed within the call center. The call center may be accessed...

11/01/12 - 20120275589 - Method, apparatus and system for call routing
Embodiments of the present invention disclose a method for call routing, including receiving routing request information sent by computer telephony integration. The routing request information carries customer media information. Customer requirement quality of service is calculated according to the customer media information, and an agent is selected corresponding to the...

10/18/12 - 20120263289 - Call center system with redundant components and method of operation thereof
A method of operation of a call center system includes: providing an operator console having a first interface port and a second interface port; communicating with a local controller, having a primary interface port and a secondary interface port, by the operator console; establishing a redundant communication mode between the...

10/18/12 - 20120263290 - Call center system with assisted-configuration and method of operation thereof
A method of operation of a call center system includes: providing a commissioning terminal in a first locale; providing a hardware device coupled to the commissioning terminal; provisioning a first locale controller from the hardware device by the commissioning terminal; and managing an inter-locale gateway, by the first locale controller,...

09/06/12 - 20120224679 - Systems and methods for scheduling of outbound agents
A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system...

08/23/12 - 20120213357 - Apparatus, system, and method for automated call initiation
Apparatus, system, and methods are disclosed for automated call initiation. In some implementations, the method for automated call initiation includes initiating an automated call to a destination using a communication line, initiating a call status determination that automatically determines when a person answers the call, and sending an audio signal...

08/02/12 - 20120195421 - Customer/subscriber/user identification via utilized service node/point
Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node may be identified by parsing a database for a calling customer's node ID, determining a format...

07/19/12 - 20120183130 - Managing communications in a communication network
A method and apparatus for managing communications in a communication network. A telephony device determines that a software application is attempting to contact an E.164 number. It then determines that the E.164 number matches at least one predetermined criterion, such as the E.164 number being a premium rate number or...

06/21/12 - 20120155630 - System, method, and computer program product for detecting redundancies in information provided by customers in a customer service system
The present invention provides a system, method, and computer program product for automatically detecting any unnecessary repetition by customers of specific types of information in a multi-channel (e.g., self-service application, IVR system, live agent center) customer service session. For each channel used in the customer service session, the information provided...

06/21/12 - 20120155631 - Call center queue management
A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent....

05/10/12 - 20120114112 - Call center with federated communications
A system including an agent information system configured to expose agent information federated from a service provider; a communication interface configured to receive a call; and a computer coupled to the agent information system and the communication interface. The computer can be configured to determine an agent to receive the...

05/03/12 - 20120106729 - Carrier-implemented call event data management
Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer...

04/26/12 - 20120099720 - System and method for maximizing efficiency of call transfer speed
A system and method for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker is provided. The method contains the steps of: entering a dialing agent and a talker into a campaign to maintain direct communication with...

04/12/12 - 20120087486 - Call center resource allocation
A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact...

03/08/12 - 20120057691 - Routing communication sessions in a contact center
A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts...

01/26/12 - 20120020472 - Call routing monitoring, control and reporting
Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center...

12/29/11 - 20110317828 - Apparatuses and methods to obtain information without disclosing the information to an agent and without recording the information
The technology of the present application provides a processor (a.k.a. a confidential processor) to obtain confidential information from a customer and to inhibit a customer service representative from receiving the confidential information. The processor obtains the information and converts it to a format to be input to an application that...

08/11/11 - 20110194684 - System for indicating priority levels for transaction and task engagement in a call center
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of...

06/30/11 - 20110158397 - Server for providing enhanced services to contact center agents
A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive...

05/26/11 - 20110123015 - Social media language identification and routing
In a second embodiment, the system and method searches the first social network to determine an issue in a first language. A second social network is searched to determine if the person can converse in a second language. Based on the person being able to converse in the second language,...

11/25/10 - 20100296646 - Instant message contact management in a contact center
The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction...

09/30/10 - 20100246797 - Social network urgent communication monitor and real-time call launch system
A complete social network based, urgent matter, communications solution and response system is provided. The system can monitor one or more social networks (or other sources of information) for the presence of keywords, scalar urgency ratings, the identity and/or number of the parties submitting the urgent requests, temporal factors such...

09/16/10 - 20100232595 - System and method for speech-enabled call routing
A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based on the speech. The method includes using the processor to determine whether the caller is...

06/17/10 - 20100150336 - Cross-call agent extension mobility with call admission control and emergency calling
A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used by a user; and a remote call processing system that stores a user phone profile for the...

06/17/10 - 20100150337 - Cross-call agent extension mobility with call admission control and emergency calling
A system for cross-registration of a phone device is provided. The system includes a local call processing system that stores phone device information for a local phone that is operable to be used by a user; and a remote call processing system that stores a user phone profile for the...

05/27/10 - 20100128866 - Modification of system call behavior
The behavior of a system call may be modified. A modification component may pre-processes and/or post-process a system call to change the behavior of the system call. Pre-processing may involve modifying arguments to the system call, replacing one system call with another, intercepting the system call, etc. Post-processing may involve...

05/13/10 - 20100119052 - Method of remotely operating contact center systems
A method and apparatus are provided for controlling a server of a contact center system having a plurality of automatic contact centers. The method includes the steps of providing an audible menu to a supervisor of the contact center system having the plurality of automatic contact distributors, receiving an instruction...

04/15/10 - 20100091978 - Call routing system and method of using the same
A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system....

03/04/10 - 20100054448 - Systems and methods for selection of a communicatoin path
Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the...

03/04/10 - 20100054449 - System and method of determining call treatment of repeat calls
A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call...

01/07/10 - 20100002863 - Workflow management in contact centers
A method, system and computer program product are provided for monitoring a communication session in a contact center. An agent follows a structured workflow while handling the communications session, and trigger events are defined which are associated with significant steps in the workflow other than (or additional to) the connection...

09/24/09 - 20090238359 - Leveraging a sip forking model for distributed contact center routing
A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the...