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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 |
| 6865267 |
Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set |
Mar. 8, 2005 |
| 6865268 |
Dynamic, real-time call tracking for web-based customer relationship management |
Mar. 8, 2005 |
| 6856679 |
System and method to provide automated scripting for customer service representatives |
Feb. 15, 2005 |
| 6850612 |
End user automatic call distributor network control |
Feb. 1, 2005 |
| 6850613 |
Customer service request allocations based upon real-time data and forecast data |
Feb. 1, 2005 |
| 6850614 |
Method for providing consolidated specification and handling of multimedia call prompts |
Feb. 1, 2005 |
| 6845154 |
Allocation of resources to flexible requests |
Jan. 18, 2005 |
| 6845155 |
Technique for effectively processing and dynamically routing communication calls |
Jan. 18, 2005 |
| 6842515 |
Multi-site responsibility-based routing |
Jan. 11, 2005 |
| 6839419 |
Ring network implemented by telephony switches and links |
Jan. 4, 2005 |
| 6839424 |
Telephony system |
Jan. 4, 2005 |
| 6831966 |
Multi-tenant, multi-media call center services platform system |
Dec. 14, 2004 |
| 6831974 |
System and method for providing a caller identification to a called party for calls relayed through a call center |
Dec. 14, 2004 |
| 6832203 |
Skills based contact routing |
Dec. 14, 2004 |
| 6829348 |
System for customer contact information management and methods for using same |
Dec. 7, 2004 |
| 6829349 |
System and method for monitoring and routing incoming calls |
Dec. 7, 2004 |
| 6826276 |
Managing caller profiles across multiple call hold centers |
Nov. 30, 2004 |
| 6823384 |
Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment |
Nov. 23, 2004 |
| 6823053 |
Method and system for displaying customer information |
Nov. 23, 2004 |
| 6819755 |
Methods and apparatus for controlling call handling in a communications network |
Nov. 16, 2004 |
| 6819759 |
System and method for providing personalized and customized services for call center customers waiting in queue |
Nov. 16, 2004 |
| 6819756 |
METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A |
Nov. 16, 2004 |
| 6819754 |
Generation of communication system control scripts |
Nov. 16, 2004 |
| 6813349 |
Communication of user data to an automatic call distributor agent |
Nov. 2, 2004 |
| 6807269 |
Call management implemented using call routing engine |
Oct. 19, 2004 |
| 6801613 |
Associating call appearance with data associated with call |
Oct. 5, 2004 |
| 6798876 |
Method and apparatus for intelligent routing of incoming calls to representatives in a call center |
Sep. 28, 2004 |
| 6788780 |
Communications apparatus |
Sep. 7, 2004 |
| 6788779 |
Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
Sep. 7, 2004 |
| 6788768 |
System and method for real-time, personalized, dynamic, interactive voice services for book-related information |
Sep. 7, 2004 |
| 6785379 |
Call management system with call control form user workstation computers |
Aug. 31, 2004 |
| 6782087 |
Desktop telephony application program for a call center agent |
Aug. 24, 2004 |
| 6778647 |
Redundant database storage of selected record information for an automated interrogation device |
Aug. 17, 2004 |
| 6778660 |
Customer interaction system |
Aug. 17, 2004 |
| 6778659 |
Customer service routing system and method |
Aug. 17, 2004 |
| 6771764 |
Schedule based transaction routing |
Aug. 3, 2004 |
| 6771760 |
Callback imitation as incoming calls |
Aug. 3, 2004 |
| 6766013 |
Timely shut-down of a real-time work center |
Jul. 20, 2004 |
| 6766012 |
System and method for allocating agent resources to a telephone call campaign based on agent productivity |
Jul. 20, 2004 |
| 6763093 |
Application based queuing via an H.323/SIP interface |
Jul. 13, 2004 |
| 6760426 |
Method and system for handling operator calls in a communication network |
Jul. 6, 2004 |
| 6760428 |
Modification of voice prompting based on prior communication in a call center |
Jul. 6, 2004 |
| 6760414 |
Personal computer banking system and method |
Jul. 6, 2004 |
| 6757374 |
Method for controlling additional service functions in a communications network, as well as an associated communications network and an associated program |
Jun. 29, 2004 |
| 6754333 |
Wait time prediction arrangement for non-real-time customer contacts |
Jun. 22, 2004 |
| 6751310 |
System and method for prioritizing telephone call campaigns based on campaign productivity |
Jun. 15, 2004 |
| 6748073 |
Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration |
Jun. 8, 2004 |
| 6748063 |
Call distribution |
Jun. 8, 2004 |
| 6744877 |
Method and system for enterprise service balancing |
Jun. 1, 2004 |
| 6741698 |
Call management system using dynamic threshold adjustment |
May. 25, 2004 |
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