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Class Information
Number: 379/265.02
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system
Description: Subject matter wherein, based on a computer implemented application, incoming calls are automatically assigned to agents in a call center.

Sub-classes under this class:

Class Number Class Name Patents
379/266.07 Call campaign (e.g., script, application, inbound/outbound balancing) 226
379/266.01 Call or agent queuing 412
379/266.1 Call record 132
379/265.09 Having a multimedia feature (e.g., connected to internet, e-mail, etc.) 574
379/266.09 Home agent 38
379/265.1 Predictive (e.g., anticipating next available agent) 86
379/265.03 Reporting status (e.g., supervisory reporting) 172
379/265.11 Routing to available agent 317

Patents under this class:
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

Patent Number Title Of Patent Date Issued
8693668 Method and apparatus for implementing call processing in packet telephony networks Apr. 8, 2014
8693670 Synchronization of data within an ACD system Apr. 8, 2014
8693671 Network predictive customer service queue management Apr. 8, 2014
8693672 Technique for effectively assisting a user during an information assistance call Apr. 8, 2014
8693673 Carrier-implemented call event data management Apr. 8, 2014
8693674 Providing agent availability for an outdial application Apr. 8, 2014
8687795 System and method for generating forecasts and analysis of contact center behavior for planning purposes Apr. 1, 2014
8687793 System and method for automatic selection of interfaces Apr. 1, 2014
8687792 System and method for dialog management within a call handling system Apr. 1, 2014
8687790 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data Apr. 1, 2014
8681961 Call center system with assisted-configuration and method of operation thereof Mar. 25, 2014
8681970 Portable continuity object Mar. 25, 2014
8675859 Implementing a contact center using open standards and non-proprietary components Mar. 18, 2014
8675861 Methods and apparatus for variable wait treatments for requests enqueued in one or more queues Mar. 18, 2014
8675860 Training optimizer for contact center agents Mar. 18, 2014
8670549 Method and system for improved routing of repair calls to a call center Mar. 11, 2014
8670550 Automated mechanism for populating and maintaining data structures in a queueless contact center Mar. 11, 2014
8667052 Business rule web service Mar. 4, 2014
8666056 System for facilitating loosely configured service worker groups in a dynamic call center environment Mar. 4, 2014
8666055 Methods, systems, and computer program products for providing human-assisted natural language call routing Mar. 4, 2014
8660256 Dynamic load balancing between multiple locations with different telephony system Feb. 25, 2014
8654937 System and method for call center agent quality assurance using biometric detection technologies Feb. 18, 2014
8649491 System and method for real-time geographical call display of automatic call distributor calls Feb. 11, 2014
8644458 Method and system for routing calls based on a language preference Feb. 4, 2014
8644487 Routing of contacts based on predicted escalation time Feb. 4, 2014
8644488 System and method for automatically generating adaptive interaction logs from customer interaction text Feb. 4, 2014
8644490 Shadow queue for callers in a performance/pattern matching based call routing system Feb. 4, 2014
8634541 Work assignment deferment during periods of agent surplus Jan. 21, 2014
8634538 Method and apparatus for handling a telephone call Jan. 21, 2014
8630402 System and method to provide a response to an inquiry Jan. 14, 2014
8630403 Controlling hold queue position adjustment Jan. 14, 2014
8625772 Integrated testing platform for contact centres Jan. 7, 2014
8619966 Call routing system and method of using the same Dec. 31, 2013
8619967 Networked contact center Dec. 31, 2013
8611527 Load-balancing and system sharing techniques for interactive voice response systems Dec. 17, 2013
8605887 Method and system for managing interactive communications campaign using a hold queue Dec. 10, 2013
8605885 Automated assistant for customer service representatives Dec. 10, 2013
8600034 System and method for real-time customized agent training Dec. 3, 2013
8600359 Data session synchronization with phone numbers Dec. 3, 2013
8601492 User interface for multi-channel communication Dec. 3, 2013
8594285 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto Nov. 26, 2013
8594302 Appointment methods and apparatuses Nov. 26, 2013
8594308 System and method for maximizing efficiency of call transfer speed Nov. 26, 2013
8588395 Customer service methods, apparatus and report/alert generation based on customer service call information Nov. 19, 2013
8582750 Connection recovery in a call center Nov. 12, 2013
8582752 System and method for optimal outbound dialing in virtual contact center Nov. 12, 2013
8577015 Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization Nov. 5, 2013
8571199 Method and apparatus for proper routing of customers Oct. 29, 2013
8571552 Combined base transceiver station and base station controller optimized assignment of frame offsets Oct. 29, 2013
8566104 Numeric weighting of error recovery prompts for transfer to a human agent from an automated speech response system Oct. 22, 2013

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