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Class Information
Number: 379/266.02
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Call or agent queuing > Based on type of call
Description: Subject matter wherein a call is assigned to a particular agent based upon a predefined characteristic of the call.
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7616756 |
Call center first access resolution |
Nov. 10, 2009 |
| 7536002 |
System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data |
May. 19, 2009 |
| 7483521 |
Database for use in telephone communications |
Jan. 27, 2009 |
| 7433457 |
Personalized assistance system and method |
Oct. 7, 2008 |
| 7412042 |
Technique for providing information assistance including a concierge-type service |
Aug. 12, 2008 |
| 7313232 |
Monitoring for operator services |
Dec. 25, 2007 |
| 7212625 |
System and method for presenting queue lengths of various media used by service centers |
May. 1, 2007 |
| 7206402 |
Method of and system for call service system, and computer product |
Apr. 17, 2007 |
| 7149295 |
Technique for effectively controlling communication links to an information assistance service |
Dec. 12, 2006 |
| 7146002 |
Customer service transaction handling based on transaction history |
Dec. 5, 2006 |
| 7142647 |
Database for use in telephone communications |
Nov. 28, 2006 |
| 7136480 |
Methods and apparatus for processing a call |
Nov. 14, 2006 |
| 7103171 |
System and method for multi-channel communication queuing using routing and escalation rules |
Sep. 5, 2006 |
| 7095842 |
Enabling caller controlled hold queue position adjustment |
Aug. 22, 2006 |
| 7050567 |
Call management system using dynamic queue position |
May. 23, 2006 |
| 7050569 |
Selecting an interactive application to run while a caller is on hold depending on the caller's expected wait time |
May. 23, 2006 |
| 7043008 |
Selective conversation recording using speech heuristics |
May. 9, 2006 |
| 7039176 |
Call center administration manager with rules-based routing prioritization |
May. 2, 2006 |
| 7013005 |
System and method for prioritizing contacts |
Mar. 14, 2006 |
| 6931119 |
Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application |
Aug. 16, 2005 |
| 6895083 |
System and method for maximum benefit routing |
May. 17, 2005 |
| 6801520 |
Queue prioritization based on competitive user input |
Oct. 5, 2004 |
| 6801763 |
Technique for effectively communicating travel directions |
Oct. 5, 2004 |
| 6771765 |
Multimedia queuing in a customer contact or call center |
Aug. 3, 2004 |
| 6760414 |
Personal computer banking system and method |
Jul. 6, 2004 |
| 6754335 |
Call center with location queuing and dispatching |
Jun. 22, 2004 |
| 6744879 |
Profit-based method of assigning calls in a transaction processing system |
Jun. 1, 2004 |
| 6744877 |
Method and system for enterprise service balancing |
Jun. 1, 2004 |
| 6711254 |
Telephone-receiving call center system |
Mar. 23, 2004 |
| 6668055 |
Personalized assistance system and method |
Dec. 23, 2003 |
| 6574332 |
Automatic call distribution system agent log-on with pseudo-port |
Jun. 3, 2003 |
| 6570980 |
Method of distributing telephone calls to ordered agents |
May. 27, 2003 |
| 6510221 |
System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities |
Jan. 21, 2003 |
| 6487291 |
Method and apparatus for valve-based queuing of telephone calls |
Nov. 26, 2002 |
| 6434230 |
Rules-based queuing of calls to call-handling resources |
Aug. 13, 2002 |
| 6408066 |
ACD skill-based routing |
Jun. 18, 2002 |
| 6404884 |
Personalized assistance system and method |
Jun. 11, 2002 |
| 6400687 |
ATM network management |
Jun. 4, 2002 |
| 6396920 |
System for selectively providing a higher level of directory assistance services |
May. 28, 2002 |
| 6373938 |
Device and method for generating a list of qualified call recipients |
Apr. 16, 2002 |
| 6366667 |
System for generating a list of qualified call recipients |
Apr. 2, 2002 |
| 6347139 |
System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy |
Feb. 12, 2002 |
| 6330326 |
Dynamic staffing of service centers to provide substantially zero-delay service |
Dec. 11, 2001 |
| 6314177 |
Communications handling center and communications forwarding method using agent attributes |
Nov. 6, 2001 |
| 6295352 |
Switching system for automatic call distribution and new operation training |
Sep. 25, 2001 |
| 6233332 |
System for context based media independent communications processing |
May. 15, 2001 |
| 6226377 |
Prioritized transaction server allocation |
May. 1, 2001 |
| 6088443 |
Intelligent services network adjunct processor |
Jul. 11, 2000 |
| 6088444 |
Method and apparatus for value-based queuing of telephone calls |
Jul. 11, 2000 |
| 6044146 |
Method and apparatus for call distribution and override with priority |
Mar. 28, 2000 |
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