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Class Information
Number: 379/265.11
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Routing to available agent
Description: Subject matter wherein a call is routed based upon agent availability.
Sub-classes under this class:
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7623632 |
Method, system and software for implementing an automated call routing application in a speech enabled call center environment |
Nov. 24, 2009 |
| 7620159 |
System, method and software for transitioning between speech-enabled applications using action-object matrices |
Nov. 17, 2009 |
| 7606358 |
System and method for providing personal directory assistance services |
Oct. 20, 2009 |
| 7599352 |
Method for providing PSTN/ISDN services in next generation networks |
Oct. 6, 2009 |
| 7593521 |
Call processing system |
Sep. 22, 2009 |
| 7505577 |
System and method for multi-channel communication queuing |
Mar. 17, 2009 |
| 7505578 |
Load balancing in a network of contact centres |
Mar. 17, 2009 |
| 7424108 |
Optimal dynamic agent state assignment |
Sep. 9, 2008 |
| 7418094 |
Method and apparatus for multimedia interaction routing according to agent capacity sets |
Aug. 26, 2008 |
| 7372952 |
Telephony control system with intelligent call routing |
May. 13, 2008 |
| 7356139 |
Computer telephony integration (CTI) complete hospitality contact center |
Apr. 8, 2008 |
| 7349535 |
Method and system for automatic call distribution based on location information for call center agents |
Mar. 25, 2008 |
| 7328006 |
Method and communication system of associated phone calling |
Feb. 5, 2008 |
| 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 |
| 7272223 |
Multi-media contact center |
Sep. 18, 2007 |
| 7269253 |
Telephony control system with intelligent call routing |
Sep. 11, 2007 |
| 7257217 |
Call features for automatic call distribution system |
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 |
| 7245711 |
Virtual interaction queuing using internet protocols |
Jul. 17, 2007 |
| 7231034 |
"Pull" architecture contact center |
Jun. 12, 2007 |
| 7230946 |
Remote agent access method to a VoIP contact center where high QoS is not supported |
Jun. 12, 2007 |
| 7224791 |
Mechanism for queuing calls |
May. 29, 2007 |
| 7221753 |
Method and system for providing network interactive voice response with intelligent call routing integration |
May. 22, 2007 |
| 7184541 |
Method and apparatus for selecting an agent to handle a call |
Feb. 27, 2007 |
| 7170990 |
Autonomous dispatcher method and apparatus |
Jan. 30, 2007 |
| 7139390 |
Promoting use of experts to callers waiting in a hold queue |
Nov. 21, 2006 |
| 7139381 |
Method and apparatus for initiating telephony contact |
Nov. 21, 2006 |
| 7133520 |
Dynamic skill-based call routing |
Nov. 7, 2006 |
| 7110524 |
Method and system for call queueing and customer application interaction |
Sep. 19, 2006 |
| 7110525 |
Agent training sensitive call routing system |
Sep. 19, 2006 |
| 7088814 |
Method and system for automatic call distribution based on network resource availability and agent skills |
Aug. 8, 2006 |
| 7080323 |
Dynamic and adaptable system and method for selecting a user interface dialogue model |
Jul. 18, 2006 |
| 7076044 |
Call queuing notification |
Jul. 11, 2006 |
| 7076043 |
System and method of using presence information to delay dialing phone calls initiated by a caller to a callee |
Jul. 11, 2006 |
| 7068775 |
System and method for managing a hold queue based on customer information retrieved from a customer database |
Jun. 27, 2006 |
| 7062031 |
Call processing system |
Jun. 13, 2006 |
| 7046789 |
TracM-task and resource automation for call center management |
May. 16, 2006 |
| 7043245 |
Call processing method during termination busy state of terminal in radio intelligent network system |
May. 9, 2006 |
| 7031447 |
System and method for location-based call distribution |
Apr. 18, 2006 |
| 7023979 |
Telephony control system with intelligent call routing |
Apr. 4, 2006 |
| 7020253 |
Call queuing utilization reporting |
Mar. 28, 2006 |
| 7003091 |
Resource allocation for simultaneous hunt group |
Feb. 21, 2006 |
| 6988126 |
Contact center system and method for specifying different service specific behavior and offering range of corresponding customer services |
Jan. 17, 2006 |
| 6985576 |
Method and apparatus for automatic call distribution |
Jan. 10, 2006 |
| 6980640 |
Automated right-party contact telephone system |
Dec. 27, 2005 |
| 6981020 |
Apparatus and methods for routing electronic mail in a processing center |
Dec. 27, 2005 |
| 6958994 |
Call transfer using session initiation protocol (SIP) |
Oct. 25, 2005 |
| 6959081 |
Expert hold queue management |
Oct. 25, 2005 |
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