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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 |
| 6741172 |
Voice-to-data equipment installation set up method and system |
May. 25, 2004 |
| 6741697 |
Telephone call centre performance evaluation |
May. 25, 2004 |
| 6741699 |
Arrangement for controlling the volume and type of contacts in an internet call center |
May. 25, 2004 |
| 6735299 |
Automatic call distribution groups in call center management systems |
May. 11, 2004 |
| 6735298 |
Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
May. 11, 2004 |
| 6731744 |
Call processing system and service control point for handling calls to a call center |
May. 4, 2004 |
| 6724887 |
Method and system for analyzing customer communications with a contact center |
Apr. 20, 2004 |
| 6724886 |
System and method for assuring connection of TTY telephone calls to a call center |
Apr. 20, 2004 |
| 6724885 |
Automatic call distribution center with queue position restoration for call-back customers |
Apr. 20, 2004 |
| 6721417 |
Method and apparatus for controlling network automatic call distribution |
Apr. 13, 2004 |
| 6721778 |
Unscheduled event task processing system |
Apr. 13, 2004 |
| 6721416 |
Call centre agent automated assistance |
Apr. 13, 2004 |
| 6714642 |
System and methods for call decisioning in a virtual call center integrating telephony with computers |
Mar. 30, 2004 |
| 6714643 |
System and method for implementing wait time estimation in automatic call distribution queues |
Mar. 30, 2004 |
| 6711254 |
Telephone-receiving call center system |
Mar. 23, 2004 |
| 6711253 |
Method and apparatus for analyzing performance data in a call center |
Mar. 23, 2004 |
| 6711249 |
Common gateway to call control systems |
Mar. 23, 2004 |
| 6707903 |
Automated workflow method for assigning work items to resources |
Mar. 16, 2004 |
| 6704396 |
Multi-modal communications method |
Mar. 9, 2004 |
| 6704409 |
Method and apparatus for processing real-time transactions and non-real-time transactions |
Mar. 9, 2004 |
| 6700972 |
System and method for processing and collecting data from a call directed to a call center |
Mar. 2, 2004 |
| 6690789 |
Fault tolerant telephony control |
Feb. 10, 2004 |
| 6683942 |
Telephone switching system with data integration |
Jan. 27, 2004 |
| 6681010 |
Methods, systems and computer program products for automatic task distribution |
Jan. 20, 2004 |
| 6678371 |
Direct customer control of a network router |
Jan. 13, 2004 |
| 6674852 |
Call management implemented using call routing engine |
Jan. 6, 2004 |
| 6668286 |
Method and system for coordinating data and voice communications via customer contact channel changing system over IP |
Dec. 23, 2003 |
| 6661882 |
System and method for automated telephone message routing using an altered ANI |
Dec. 9, 2003 |
| 6654457 |
Call centre |
Nov. 25, 2003 |
| 6643366 |
Control of access to the call completion on busy link service in a private telecommunication network |
Nov. 4, 2003 |
| 6639982 |
Method and apparatus for agent forcing and call distribution for large team call servicing |
Oct. 28, 2003 |
| 6628778 |
Automatic relay method and storage medium containing automatic relay processing program |
Sep. 30, 2003 |
| 6628755 |
Transaction support system and information terminal unit connecting thereto |
Sep. 30, 2003 |
| 6621899 |
Method and system for establishing voice communications using a computer network |
Sep. 16, 2003 |
| 6618477 |
System and method for non-intrusively displaying information to a user in a telecommunications system |
Sep. 9, 2003 |
| 6614895 |
Maintaining a customer database in a CTI system |
Sep. 2, 2003 |
| 6603847 |
Incoming call routing system with integrated wireless communication system |
Aug. 5, 2003 |
| 6603852 |
Operator call-fielding scenario system |
Aug. 5, 2003 |
| 6600822 |
Method for telephony call blending |
Jul. 29, 2003 |
| 6590971 |
Automatic call distribution system contact routing with media-port |
Jul. 8, 2003 |
| 6584191 |
Staffing-based percentage-allocation routing using real-time data |
Jun. 24, 2003 |
| 6584193 |
System, method, and computer program product for network telephone queuing |
Jun. 24, 2003 |
| 6577726 |
Computer telephony integration hotelling method and system |
Jun. 10, 2003 |
| 6574605 |
Method and system for strategic services enterprise workload management |
Jun. 3, 2003 |
| 6574330 |
Bus interface for automatic call distributor |
Jun. 3, 2003 |
| 6574332 |
Automatic call distribution system agent log-on with pseudo-port |
Jun. 3, 2003 |
| 6563921 |
Automatic call director first in first out accessory |
May. 13, 2003 |
| 6560329 |
Automated call routing system |
May. 6, 2003 |
| 6560330 |
Rules-based queuing of calls to call-handling resources |
May. 6, 2003 |
| 6560328 |
Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality |
May. 6, 2003 |
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