| Patent Number |
Title Of Patent |
Date Issued |
| 7215758 |
Generating media-specific interaction control programs |
May 8, 2007 |
| Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications processor. The plurality of program generators is further automatically to generate a plura |
| 7190774 |
User invoked directed outdial method and apparatus |
March 13, 2007 |
| A method includes receiving an inbound call from a caller to a device. A plurality of outbound calls are initiated from the single device based on information received from the inbound call. |
| 7136475 |
Call Management system with call control from user workstation computers |
November 14, 2006 |
| A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incom |
| 7043007 |
System and method to allocate transactions |
May 9, 2006 |
| A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled h |
| 6944677 |
Common user profile server and method |
September 13, 2005 |
| A method and apparatus is provided for facilitating the exchange of user profile information between an information provider and an application system. The invention allows a user to create and edit user profile information stored by an information provider. The information provider |
| 6931112 |
User invoked directed outdial method and apparatus |
August 16, 2005 |
| A method including making a plurality of outbound calls to a plurality of called parties from a single device and detecting each called party that answers the call is described. |
| 6925633 |
Method and apparatus for automating testing of java beans |
August 2, 2005 |
| According to the invention, systems, and methods are disclosed for testing of a first program is provided. First, an input file containing a location of a first program, identifiers of other programs to be invoked by the first program, and arguments to be passed to the other programs is |
| 6889222 |
Method and an apparatus for providing personalized service |
May 3, 2005 |
| 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. |
| 6850613 |
Customer service request allocations based upon real-time data and forecast data |
February 1, 2005 |
| A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer s |
| 6813636 |
Method and apparatus for routing a transaction within a network environment |
November 2, 2004 |
| A method and apparatus for routing a transaction. Initially, a resource is identified which is capable of servicing a transaction based upon resource data indicative of the capabilities of resources associated with a transactional processing system and a transaction request indicative of |
| 6798766 |
Network transfer system |
September 28, 2004 |
| A network transfer system for transferring a voice call and data between two or more call centers linked by independent voice and data networks is disclosed. The system effects the transfer of the voice call over the voice network without requiring additional information to be transferre |
| 6785379 |
Call management system with call control form user workstation computers |
August 31, 2004 |
| A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incom |
| 6760745 |
Web server replicated mini-filter |
July 6, 2004 |
| A method of operating a server includes retrieving a document from a storage device. A variable is generated, the variable including information to enable another server to reproduce the document. The variable may, for example, be a compressed and encrypted complete copy of the docum |
| 6751211 |
Method and apparatus for communicating information |
June 15, 2004 |
| A system is provided that responds to a received transaction. The system detects a received transaction generated by a transaction initiator and associates a resource locator, such as a uniform resource locator (URL), with the received transaction. The URL is then provided to the transac |
| 6744878 |
Real-time transaction routing augmented with forecast data and agent schedules |
June 1, 2004 |
| A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual |
| 6718022 |
Method and apparatus for universal call identification |
April 6, 2004 |
| A method and apparatus for universal call identification. One embodiment includes a method in a telephone call processing system for maintaining information about a call. The method includes creating a universal call identification for the call the call is received in the system. A call |
| 6704409 |
Method and apparatus for processing real-time transactions and non-real-time transactions |
March 9, 2004 |
| A transaction control system is capable of receiving both real-time transactions and non-real-time transactions. The control system processes the received transactions using a transaction controller, which is capable of processing both real-time transactions and non-real-time transaction |
| 6678718 |
Method and apparatus for establishing connections |
January 13, 2004 |
| A system is provided for establishing a connection between a telephone agent and a computer user. A request is received from the user requesting a return call by an agent. The request is received through a web server and includes an identifier associated with the web page being viewed by |
| 6657990 |
Method and apparatus for providing network-based interaction |
December 2, 2003 |
| A system is provided that establishes communication between a first system and a second system. A request is received to establish a connection between the first system and the second system. The system establishes a first connection between the first system and the second system. The fi |
| 6603775 |
Dynamic allocation of communication resources within a communication system |
August 5, 2003 |
| A communication system comprising a first communication device configured to receive an audio based transaction, wherein the first communication device supplies formatted transaction data to a network through an associated communication link. Additionally, a plurality of alternate co |
| 6598078 |
Method and apparatus for generating a record from a time-marked information stream |
July 22, 2003 |
| A method of constructing a record utilizing information contained in an information stream sent from a detection device that monitors a transaction processing system, to a reporting device, commences with the detection of an expiration of a predetermined time interval with respect to |
| 6584191 |
Staffing-based percentage-allocation routing using real-time data |
June 24, 2003 |
| A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources a |
| 6545589 |
Method and apparatus for managing telecommunications |
April 8, 2003 |
| Method and apparatus for managing a telecommunications call in a telecommunications network from a caller to an end user. The method includes the steps of: (a) receiving the call from the caller, the call including caller identification information; (b) screening the call based on th |
| 6477559 |
Method and apparatus for remotely accessing an automatic transaction processing system |
November 5, 2002 |
| A method for accessing a transaction processing system. In one embodiment, the method includes the step of receiving a remote request for access to the transaction processing system from a client device. The method further includes the step of, in response to the remote request, executin |
| 6453164 |
Intelligent telephone control system which allows subscribers to remotely control a plurality of |
September 17, 2002 |
| A communications control system is disclosed which includes: a computer including means for storing a schedule for subscribers of the system, the schedule including time and call-processing information for the subscribers which indicate at least one call processing mode and at least |
| 6449646 |
Method and apparatus for allocating mixed transaction type messages to resources via an integrat |
September 10, 2002 |
| An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transacti |
| 6438599 |
Method and apparatus for establishing communication between a transaction initiator and a transa |
August 20, 2002 |
| A system is provided for establishing communication between a transaction initiator and a transaction processing system, in which the transaction processing system has received a transaction from the transaction initiator. The system receives an identifier associated with the received |
| 6430597 |
Method and apparatus for generating agent scripts |
August 6, 2002 |
| A system is described for generating an agent script. The system determines a web page being viewed by an information requester when a request for information was initiated. An agent script is generated on the web page being viewed by the information requester when the request for inform |
| 6430271 |
Message delivery system |
August 6, 2002 |
| A method and apparatus is disclosed that generates a message in response to an inquiry. The present invention generates such a message by applying the inquiry to a data table contained within a receiving device, wherein a call identifier is associated with the inquiry. An agent is then s |
| 6151357 |
Method and apparatus for displaying a visual indication of a transmission status |
November 21, 2000 |
| A system is provided for indicating a status of a transmission across a communication link. The system determines the status of the transmission across the communication link based on information received from a transmission destination. A first visual indicator representing the tran |
