| Patent Number |
Title Of Patent |
Date Issued |
| 7619996 |
Determining presence for interaction routing |
November 17, 2009 |
| An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set |
| 7613174 |
Telecommunication system for automatically locating by network connection and selectively delive |
November 3, 2009 |
| A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a |
| 7610347 |
System and apparatus for pre-routing network events |
October 27, 2009 |
| A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing |
| 7602766 |
Method and apparatus for automatic network connection between a small business and a client |
October 13, 2009 |
| An Internet system for providing call-back services for a subscriber includes a web page having a call-back link to a subscription server; a call-back application operating on the subscription server and adapted for accepting input from a browsing person linked to the subscription se |
| 7586859 |
Method and apparatus for anticipating and planning communication-center resources based on evalu |
September 8, 2009 |
| A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information fro |
| 7573990 |
Accumulative decision point data analysis system for telephony and electronic communications ope |
August 11, 2009 |
| A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having |
| 7565428 |
Method and apparatus for extended management of state and interaction of a remote knowledge work |
July 21, 2009 |
| A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the second |
| 7561887 |
Method and apparatus for providing enhanced communication capability for mobile devices on a vir |
July 14, 2009 |
| A communication system has a cellular telephony interface in individual ones of two or more mobile vehicles, a position determination system in individual ones of the mobile vehicles, a network of cellular base stations coupled to the mobile vehicles, individual base stations coupled |
| 7558383 |
Initial routing of internet-protocol network telephone calls |
July 7, 2009 |
| A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a firs |
| 7529232 |
Telecommunication system for automatically locating by network connection and selectively delive |
May 5, 2009 |
| A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a |
| 7522582 |
Embedded WEB phone module |
April 21, 2009 |
| A system for enabling Data Network Telephony (DNT) communication through a WEB page includes a Web server hosting an interactive WEB page and having an Internet port, a link in the WEB page adapted for launching a DNT-capable telephone module, and a DNT-capable telephone module assoc |
| 7496640 |
Method and apparatus for data-linking a mobile knowledge worker to home communication-center inf |
February 24, 2009 |
| A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connec |
| 7460496 |
Routing emails to a plurality of agents |
December 2, 2008 |
| An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set |
| 7434229 |
Method for improving temporal consistency and snapshot recency in a monitored real-time software |
October 7, 2008 |
| An object-oriented software application is provided for receiving updates that change state of an object model and reporting those updates to requesting users. The application includes a database application for storing data; an object model driver for writing updates into the databa |
| 7418094 |
Method and apparatus for multimedia interaction routing according to agent capacity sets |
August 26, 2008 |
| A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one instance of an inform |
| 7415009 |
Telephony intelligence in a data packet network |
August 19, 2008 |
| A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-charge-to-calling-p |
| 7409054 |
System and method for integrated resource scheduling, task allocation and agent work management |
August 5, 2008 |
| According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, |
| 7386113 |
System and method for integrated resource scheduling and agent work management |
June 10, 2008 |
| According to the invention, a system and method for integrating agent scripting and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedba |
| 7376227 |
Method and apparatus for integrating agent status between a customer relations management system |
May 20, 2008 |
| A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynam |
| 7373410 |
Method and system for providing adaptive and proactive interaction management for multiple types |
May 13, 2008 |
| An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availabil |
| 7373405 |
Method and apparatus for extended management of state and interaction of a remote knowledge work |
May 13, 2008 |
| A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the second |
| 7372956 |
Method and apparatus for providing an interactive home agent with access to call center function |
May 13, 2008 |
| A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telepho |
| 7343010 |
System and method for integrated resource scheduling and task allocation |
March 11, 2008 |
| According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback |
| 7299259 |
Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) event |
November 20, 2007 |
| A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected |
| 7298763 |
Managing bandwidth on demand for internet protocol messaging with capability for transforming te |
November 20, 2007 |
| A system for assuring quality-of service for Data Network Telephone (DNT) calls, such as Internet Protocol Network Telephony (IPNT) calls has software for monitoring established DNT calls for adequate bandwidth. A threshold bandwidth, or parameter value related to bandwidth is stored, |
| 7277916 |
Dynamic translation between data network-based protocol in a data-packet-network and interactive |
October 2, 2007 |
| A system for emulating interaction with an interactive voice response unit is provided. The system comprises, a client node connected to the network, the client node soliciting interaction with the interactive voice response unit and a proxy server node connected to the network, the |
| 7277536 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-ten |
October 2, 2007 |
| A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of teleph |
| 7272627 |
System and apparatus for pre-routing network events |
September 18, 2007 |
| A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing |
| 7263372 |
Method and apparatus for providing enhanced communication capability for mobile devices on a vir |
August 28, 2007 |
| A service communication system for mobile vehicles has a cellular telephony interface in individual ones of the mobile vehicles, for establishing telephony events over a cellular network with a base station, and a global positioning system in individual ones of the mobile vehicles fo |
| 7236584 |
Method and apparatus for providing fair access to agents in a communication center |
June 26, 2007 |
| A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other requests for the same agent dur |
| 7231032 |
Negotiated routing in telephony systems |
June 12, 2007 |
| A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate comput |
| 7222301 |
Method and apparatus enabling voice-based management of state and interaction of a remote knowle |
May 22, 2007 |
| A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the n |
| 7190782 |
Personal communication center performance display and status alert system |
March 13, 2007 |
| 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 sta |
| 7190692 |
Embedded WEB phone module |
March 13, 2007 |
| A system for enabling Data Network Telephony (DNT) communication through a WEB page includes a Web server hosting an interactive WEB page and having an Internet port, a link in the WEB page adapted for launching a DNT-capable telephone module, and a DNT-capable telephone module assoc |
| 7149304 |
Personal communication center performance display and status alert system |
December 12, 2006 |
| 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 sta |
| 7133518 |
Methods and apparatus for accomplishing call-state synchronization and event notification betwee |
November 7, 2006 |
| A system for synchronizing party information and call-state information between two or more telephone switches involved in establishing a multiparty communication session has at least one server application for serving information and receiving information and a translation service f |
| 7127059 |
System and method for integrated resource scheduling, task allocation and agent work management |
October 24, 2006 |
| According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, |
| 7120700 |
Method and system for processing multi-media transactions in a communication center |
October 10, 2006 |
| In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with |
| 7120141 |
Integrating SIP control messaging into existing communication center routing infrastructure |
October 10, 2006 |
| A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a |
| 7116655 |
Telecommunication system for automatically locating by network connection and selectively delive |
October 3, 2006 |
| A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a |
| 7079641 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-ten |
July 18, 2006 |
| A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of teleph |
| 7076499 |
Method and apparatus for multiple agent commitment tracking and notification |
July 11, 2006 |
| A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact c |
| 7039857 |
Method and apparatus for building multimedia applications using interactive multimedia viewers |
May 2, 2006 |
| A programming application for creating an Interactive Multimedia Application (IMA) which includes access to and rendering of multimedia files stored in a data repository has first selectable software modules providing functionality for an Interactive Multimedia Application other than |
| 7035905 |
E-mail client with programmable address attributes |
April 25, 2006 |
| An e-mail processing application executable on a computer station having a video display unit (VDU) searches a received e-mail for one or more words, phrases, and addresses for comparison with stored words, phrases and addresses in a stored table, and upon finding a match in the stored |
| 7031442 |
Methods and apparatus for personal routing in computer-simulated telephony |
April 18, 2006 |
| A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The |
| 7020264 |
Negotiated routing in telephony systems |
March 28, 2006 |
| A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate comput |
| 7016485 |
Emergency call load management for call centers |
March 21, 2006 |
| An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly in |
| 7006607 |
Method and apparatus for recording and automated playback of personal agent greetings in a commu |
February 28, 2006 |
| A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus enhan |
| 6987977 |
Method and apparatus for providing enhanced communication capability for mobile devices on a vir |
January 17, 2006 |
| A service communication system for mobile vehicles has a cellular telephony interface in individual ones of the mobile vehicles, for establishing telephony events over a cellular network with a base station, and a global positioning system in individual ones of the mobile vehicles fo |
| 6985943 |
Method and apparatus for extended management of state and interaction of a remote knowledge work |
January 10, 2006 |
| A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the second |
