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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:
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7406170 |
Architecture and implementation for control of context aware call processing with local feature definition |
Jul. 29, 2008 |
| 7401112 |
Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors |
Jul. 15, 2008 |
| 7386102 |
System for remote control of an automated call system |
Jun. 10, 2008 |
| 7379537 |
Method and system for automating the creation of customer-centric interfaces |
May. 27, 2008 |
| 7376227 |
Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
May. 20, 2008 |
| 7372957 |
Method and apparatus for implementing call processing in packet telephony networks |
May. 13, 2008 |
| 7372956 |
Method and apparatus for providing an interactive home agent with access to call center functionality and resources |
May. 13, 2008 |
| 7369653 |
Method of delivering enterprise data through a call center |
May. 6, 2008 |
| 7356139 |
Computer telephony integration (CTI) complete hospitality contact center |
Apr. 8, 2008 |
| 7336779 |
Topical dynamic chat |
Feb. 26, 2008 |
| 7333601 |
Telephone-receiving call center system |
Feb. 19, 2008 |
| 7328002 |
Communications terminal, communication control method and program |
Feb. 5, 2008 |
| 7324640 |
Transaction outcome state mapping |
Jan. 29, 2008 |
| 7321657 |
Dynamic force management system |
Jan. 22, 2008 |
| 7317792 |
Integrated disparate intelligent peripherals |
Jan. 8, 2008 |
| 7315617 |
Method and system for managing calls of an automatic call distributor |
Jan. 1, 2008 |
| 7313232 |
Monitoring for operator services |
Dec. 25, 2007 |
| 7298734 |
Method and system communication system message processing based on classification criteria |
Nov. 20, 2007 |
| 7299259 |
Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives |
Nov. 20, 2007 |
| 7295668 |
Predictive dialing by monitoring progress of agent script |
Nov. 13, 2007 |
| 7295669 |
Call center telephone and data flow connection system |
Nov. 13, 2007 |
| 7289624 |
Managing use of experts by callers waiting in a hold queue |
Oct. 30, 2007 |
| 7286661 |
Systems and methods for scalable hunt-group management |
Oct. 23, 2007 |
| 7277536 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
Oct. 2, 2007 |
| 7274784 |
Methods, systems, and computer program products for routing calls based on the originating network |
Sep. 25, 2007 |
| 7274787 |
Scheduled return to queue with priority (SRQP) |
Sep. 25, 2007 |
| 7272627 |
System and apparatus for pre-routing network events |
Sep. 18, 2007 |
| 7266192 |
Retrieval of data related to a call center |
Sep. 4, 2007 |
| 7257217 |
Call features for automatic call distribution system |
Aug. 14, 2007 |
| 7257218 |
Presence enabled queue management |
Aug. 14, 2007 |
| 7257219 |
Routing data based on comparative income values |
Aug. 14, 2007 |
| 7249321 |
System and method for selection of a voice user interface dialogue |
Jul. 24, 2007 |
| 7245714 |
Computer telephony integration hotelling method and system |
Jul. 17, 2007 |
| 7242760 |
Automatic detecting when an agent is available |
Jul. 10, 2007 |
| 7239691 |
Method and system for handling calls in a communication network |
Jul. 3, 2007 |
| 7236584 |
Method and apparatus for providing fair access to agents in a communication center |
Jun. 26, 2007 |
| 7233980 |
System and method for dynamic queuing in an automatic call distributor |
Jun. 19, 2007 |
| 7231035 |
Method and apparatus for entertaining callers in a queue |
Jun. 12, 2007 |
| 7215760 |
Outbound dialing decision criteria based |
May. 8, 2007 |
| 7215759 |
Hold queue wait estimations |
May. 8, 2007 |
| 7215758 |
Generating media-specific interaction control programs |
May. 8, 2007 |
| 7215757 |
System and method to provide automated scripting for customer service representatives |
May. 8, 2007 |
| 7215755 |
Integrated disparate intelligent peripherals |
May. 8, 2007 |
| 7212624 |
Using information about software events to route contacts in a contact center |
May. 1, 2007 |
| 7209549 |
Method and system for routing calls based on a language preference |
Apr. 24, 2007 |
| 7197130 |
Dynamic load balancing between multiple locations with different telephony system |
Mar. 27, 2007 |
| 7197131 |
Web-based network monitoring tool |
Mar. 27, 2007 |
| 7184541 |
Method and apparatus for selecting an agent to handle a call |
Feb. 27, 2007 |
| 7184540 |
Personality based matching of callers to agents in a communication system |
Feb. 27, 2007 |
| 7180993 |
Associating call appearance with data associated with call |
Feb. 20, 2007 |
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