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Class Information
Number: 379/265.09
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Having a multimedia feature (e.g., connected to internet, e-mail, etc.)
Description: Subject matter wherein diverse media technology is used to facilitate call handling or other tasks in an agent call center.
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7623650 |
Universal multi-browser interface for customer service representatives |
Nov. 24, 2009 |
| 7606358 |
System and method for providing personal directory assistance services |
Oct. 20, 2009 |
| 7606718 |
Apparatus and method for processing service interactions |
Oct. 20, 2009 |
| 7602895 |
Dynamic call response system |
Oct. 13, 2009 |
| 7593523 |
System and method for providing incoming call distribution |
Sep. 22, 2009 |
| 7593962 |
System and method for dynamically creating records |
Sep. 22, 2009 |
| 7590107 |
TCP/IP transport interface for ISDN telephone |
Sep. 15, 2009 |
| 7583659 |
Media gateway and automatic telephone call redirecting service system |
Sep. 1, 2009 |
| 7574487 |
Messaging system configured for selectively accessing subscriber spoken name from a directory server based on determined unavailability of messaging server |
Aug. 11, 2009 |
| 7573987 |
Apparatus and method for controlling interaction between a multi-media messaging system and an instant messaging system |
Aug. 11, 2009 |
| 7571235 |
Computer telephone integration over a network |
Aug. 4, 2009 |
| 7564962 |
Providing user information and control over a contact within a contact centre |
Jul. 21, 2009 |
| 7562118 |
E-mail route trace functionality |
Jul. 14, 2009 |
| 7555115 |
Enhanced call queuing system |
Jun. 30, 2009 |
| 7552225 |
Enhanced media resource protocol messages |
Jun. 23, 2009 |
| 7542560 |
Guest services management service |
Jun. 2, 2009 |
| 7539295 |
Method for creating and maintaining threads of phone/email/fax/SMS conversations |
May. 26, 2009 |
| 7522720 |
Method for managing data in an automatic call distribution system |
Apr. 21, 2009 |
| 7512225 |
Computer-telephony integration |
Mar. 31, 2009 |
| 7505577 |
System and method for multi-channel communication queuing |
Mar. 17, 2009 |
| 7492883 |
Method and system for visually representing telephone call tree interface |
Feb. 17, 2009 |
| 7492887 |
Network group pickup |
Feb. 17, 2009 |
| 7486781 |
Release link trunking for IP telephony |
Feb. 3, 2009 |
| 7486785 |
Method for customer recognition and management |
Feb. 3, 2009 |
| 7474740 |
Interactive voice-activated reservation system and method |
Jan. 6, 2009 |
| 7472068 |
Methods, systems, and products for interactive voice response |
Dec. 30, 2008 |
| 7471787 |
Method of operating a distributed call progress tone detection system |
Dec. 30, 2008 |
| 7460660 |
Method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring |
Dec. 2, 2008 |
| 7443965 |
Integrated voice and data interoperability platform |
Oct. 28, 2008 |
| 7440559 |
System and associated terminal, method and computer program product for controlling the flow of content |
Oct. 21, 2008 |
| 7440567 |
Healthcare virtual private network methods and systems |
Oct. 21, 2008 |
| 7433459 |
Methods and apparatus for providing telephone support for internet sales |
Oct. 7, 2008 |
| 7433457 |
Personalized assistance system and method |
Oct. 7, 2008 |
| 7433455 |
Processing a communication session using a rules engine |
Oct. 7, 2008 |
| 7433458 |
System and method for viewing contents via a computer network during a telephone call |
Oct. 7, 2008 |
| 7428303 |
Customer communication service system |
Sep. 23, 2008 |
| 7424715 |
Method and system for presenting events associated with recorded data exchanged between a server and a user |
Sep. 9, 2008 |
| 7424718 |
Method and system for presenting events associated with recorded data exchanged between a server and a user |
Sep. 9, 2008 |
| 7418094 |
Method and apparatus for multimedia interaction routing according to agent capacity sets |
Aug. 26, 2008 |
| 7417982 |
Hybrid switching architecture having dynamically assigned switching models for converged services platform |
Aug. 26, 2008 |
| 7412048 |
Integrated chat client with receiving party choice |
Aug. 12, 2008 |
| 7406167 |
Exchange system and method using icons for controlling communications between plurality of terminals |
Jul. 29, 2008 |
| 7406515 |
System and method for automated and customizable agent availability and task assignment management |
Jul. 29, 2008 |
| 7403607 |
Directing contacts between an end user and a contact center agent |
Jul. 22, 2008 |
| 7400879 |
Method for conducting mobile communications for a network |
Jul. 15, 2008 |
| 7391860 |
Method for providing a message-based communications infrastructure for automated call center operation |
Jun. 24, 2008 |
| 7386115 |
Combined caller and agent endpoint manager |
Jun. 10, 2008 |
| 7382773 |
Contact center with normalized multiple protocol architecture |
Jun. 3, 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 |
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