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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 |
| 7174010 |
System and method for increasing completion of training |
Feb. 6, 2007 |
| 7174011 |
Telephone call center with method for providing customer with wait time updates |
Feb. 6, 2007 |
| 7174365 |
System and method for controlling one or more multipoint control units as one multipoint control unit |
Feb. 6, 2007 |
| 7170990 |
Autonomous dispatcher method and apparatus |
Jan. 30, 2007 |
| 7170991 |
Method and system for utilizing proxy designation in a call system |
Jan. 30, 2007 |
| 7158628 |
Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state |
Jan. 2, 2007 |
| 7151821 |
Realcall message delivery system with echo cancellation |
Dec. 19, 2006 |
| 7151826 |
Third party coaching for agents in a communication system |
Dec. 19, 2006 |
| 7151827 |
Systems, methods, and devices for an enhanced on-hold interface |
Dec. 19, 2006 |
| 7149301 |
Repeating device, telephone set, and recording medium |
Dec. 12, 2006 |
| 7139390 |
Promoting use of experts to callers waiting in a hold queue |
Nov. 21, 2006 |
| 7139389 |
System and method for allocating contact resources to contact resource users |
Nov. 21, 2006 |
| 7139373 |
Service delivery instruction processing system and method |
Nov. 21, 2006 |
| 7136448 |
Managing received communications based on assessments of the senders |
Nov. 14, 2006 |
| 7136480 |
Methods and apparatus for processing a call |
Nov. 14, 2006 |
| 7110526 |
Neural network for controlling calls in a telephone switch |
Sep. 19, 2006 |
| 7110524 |
Method and system for call queueing and customer application interaction |
Sep. 19, 2006 |
| 7110522 |
Customer relationship management for "private" number requests |
Sep. 19, 2006 |
| 7110519 |
On demand call re-termination |
Sep. 19, 2006 |
| 7103170 |
System and method for providing a call back option for callers to a call center |
Sep. 5, 2006 |
| 7095839 |
Switching system with separate control connection to remote branch exchanges |
Aug. 22, 2006 |
| 7092509 |
Contact center system capable of handling multiple media types of contacts and method for using the same |
Aug. 15, 2006 |
| 7092506 |
Systems and methods for providing audio information to service agents |
Aug. 15, 2006 |
| 7092507 |
Method, system and storage medium for tracking technician calls to a call center |
Aug. 15, 2006 |
| 7088814 |
Method and system for automatic call distribution based on network resource availability and agent skills |
Aug. 8, 2006 |
| 7088813 |
Identify caller preferences |
Aug. 8, 2006 |
| 7088812 |
Call management implemented using call routing engine |
Aug. 8, 2006 |
| 7082194 |
Feedback control of call processing in a communication system switch with script selection based on assigned weightings |
Jul. 25, 2006 |
| 7079641 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center |
Jul. 18, 2006 |
| 7080323 |
Dynamic and adaptable system and method for selecting a user interface dialogue model |
Jul. 18, 2006 |
| 7076032 |
Method and system for processing telephone calls by IVR |
Jul. 11, 2006 |
| 7076048 |
Agent-based multimedia communication system that supports web telephony call model |
Jul. 11, 2006 |
| 7076050 |
Information correlation system |
Jul. 11, 2006 |
| 7068775 |
System and method for managing a hold queue based on customer information retrieved from a customer database |
Jun. 27, 2006 |
| 7068774 |
Integrated acd and ivr scripting for call center tracking of calls |
Jun. 27, 2006 |
| 7065202 |
Retrieval of data related to a call center |
Jun. 20, 2006 |
| 7062020 |
System and apparatus for IVR port sharing |
Jun. 13, 2006 |
| 7062030 |
Method and system for handling calls in a communication network |
Jun. 13, 2006 |
| 7058169 |
Skill based chat function in a communication system |
Jun. 6, 2006 |
| 7054434 |
System and method for common account based routing of contact records |
May. 30, 2006 |
| 7050565 |
Multimedia augmented call coverage |
May. 23, 2006 |
| 7046789 |
TracM-task and resource automation for call center management |
May. 16, 2006 |
| 7043005 |
Call processing with statistical weighting of scripts in a communication system switch |
May. 9, 2006 |
| 7043009 |
Providing customer data to an automatic call distribution system agent |
May. 9, 2006 |
| 7043007 |
System and method to allocate transactions |
May. 9, 2006 |
| 7043004 |
Call processing system and service control point for handling calls to a call center |
May. 9, 2006 |
| 7043006 |
Distributed call progress tone detection system and method of operation thereof |
May. 9, 2006 |
| 7039176 |
Call center administration manager with rules-based routing prioritization |
May. 2, 2006 |
| 7031442 |
Methods and apparatus for personal routing in computer-simulated telephony |
Apr. 18, 2006 |
| 7027584 |
Method for signaling and processing incoming calls for a call center |
Apr. 11, 2006 |
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