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Class Information
Number: 379/266.01
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Call or agent queuing
Description: Subject matter which processes a plurality of simultaneous call attempts to a lesser number of agents by holding each of the calls in excess of the number of agents until an agent becomes available.
Sub-classes under this class:
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7620170 |
Computer telephony integration (CTI) complete customer contact center |
Nov. 17, 2009 |
| 7620169 |
Waiting but not ready |
Nov. 17, 2009 |
| 7613289 |
Application based queuing via an H.323/SIP interface |
Nov. 3, 2009 |
| 7606360 |
Automated system and method for handling human and caller queues |
Oct. 20, 2009 |
| 7593523 |
System and method for providing incoming call distribution |
Sep. 22, 2009 |
| 7586859 |
Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue |
Sep. 8, 2009 |
| 7573998 |
Methods and systems for management of data for multiple call centers |
Aug. 11, 2009 |
| 7542561 |
Method and system for queuing calls based on call time commitment |
Jun. 2, 2009 |
| 7526079 |
System and method for data attachment in live call transfers |
Apr. 28, 2009 |
| 7505474 |
System for interactive queuing through public communication networks |
Mar. 17, 2009 |
| 7450711 |
Adjusting music length to expected waiting time while caller is on hold |
Nov. 11, 2008 |
| 7430290 |
Virtual queuing support system and method |
Sep. 30, 2008 |
| 7426268 |
System and method for call routing and enabling interaction between callers with calls positioned in a queue |
Sep. 16, 2008 |
| 7418095 |
System and method for providing caller activities while in queue |
Aug. 26, 2008 |
| 7412410 |
Automated sales support device |
Aug. 12, 2008 |
| 7401320 |
Operator network that routes customer care calls based on subscriber/device profile and CSR skill set |
Jul. 15, 2008 |
| 7400879 |
Method for conducting mobile communications for a network |
Jul. 15, 2008 |
| 7398230 |
Automated sales support device |
Jul. 8, 2008 |
| 7395224 |
Automated sales support device |
Jul. 1, 2008 |
| 7395227 |
Automated sales support device |
Jul. 1, 2008 |
| 7372952 |
Telephony control system with intelligent call routing |
May. 13, 2008 |
| 7366292 |
Call management reports |
Apr. 29, 2008 |
| 7366293 |
Call center administration manager |
Apr. 29, 2008 |
| 7356139 |
Computer telephony integration (CTI) complete hospitality contact center |
Apr. 8, 2008 |
| 7315616 |
System and method for maintaining real-time agent information for multi-channel communication queuing |
Jan. 1, 2008 |
| 7313232 |
Monitoring for operator services |
Dec. 25, 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 |
| 7263183 |
Method and system for assigning tasks to workers |
Aug. 28, 2007 |
| 7257217 |
Call features for automatic call distribution system |
Aug. 14, 2007 |
| 7257218 |
Presence enabled queue management |
Aug. 14, 2007 |
| 7254641 |
Digital multimedia contact center with tier escalation and deescalation in response to changed criteria |
Aug. 7, 2007 |
| 7245711 |
Virtual interaction queuing using internet protocols |
Jul. 17, 2007 |
| 7245716 |
Controlling hold queue position adjustment |
Jul. 17, 2007 |
| 7233980 |
System and method for dynamic queuing in an automatic call distributor |
Jun. 19, 2007 |
| 7231035 |
Method and apparatus for entertaining callers in a queue |
Jun. 12, 2007 |
| 7224775 |
System and method for providing prioritized access to a messaging system |
May. 29, 2007 |
| 7224790 |
Method to identify and categorize customer's goals and behaviors within a customer service center environment |
May. 29, 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 |
| 7215759 |
Hold queue wait estimations |
May. 8, 2007 |
| 7212624 |
Using information about software events to route contacts in a contact center |
May. 1, 2007 |
| 7212625 |
System and method for presenting queue lengths of various media used by service centers |
May. 1, 2007 |
| 7170990 |
Autonomous dispatcher method and apparatus |
Jan. 30, 2007 |
| 7162223 |
System and method for notifying users of an event using alerts |
Jan. 9, 2007 |
| 7149304 |
Personal communication center performance display and status alert system |
Dec. 12, 2006 |
| 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 |
| 7136479 |
Method of and apparatus wherein a telephone user on hold is not required to listen to an objectionable audio signal |
Nov. 14, 2006 |
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