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Class Information
Number: 379/266.06
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Call or agent queuing > Estimating or reporting waiting time
Description: Subject matter wherein the time a call is calculated to remain in queue is conveyed to a caller or supervisor.
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7457403 |
Method and apparatus for determining a real time average speed of answer in an automatic call distribution system |
Nov. 25, 2008 |
| 7447304 |
System and method for routing both toll-free and caller-paid telephone calls to call service centers |
Nov. 4, 2008 |
| 7430290 |
Virtual queuing support system and method |
Sep. 30, 2008 |
| 7418095 |
System and method for providing caller activities while in queue |
Aug. 26, 2008 |
| 7349534 |
Call routing from first to second dialog of interactive voice response system |
Mar. 25, 2008 |
| 7315616 |
System and method for maintaining real-time agent information for multi-channel communication queuing |
Jan. 1, 2008 |
| 7274375 |
Timekeeping system and method for graphically tracking and representing activities |
Sep. 25, 2007 |
| 7233980 |
System and method for dynamic queuing in an automatic call distributor |
Jun. 19, 2007 |
| 7215759 |
Hold queue wait estimations |
May. 8, 2007 |
| 7174011 |
Telephone call center with method for providing customer with wait time updates |
Feb. 6, 2007 |
| 7120244 |
Call routing from manual to automated dialog of interactive voice response system |
Oct. 10, 2006 |
| 7095841 |
Queued task/queued resource state forecaster |
Aug. 22, 2006 |
| 7065203 |
Method and system for managing call requests in a limited bandwidth environment |
Jun. 20, 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 |
| 7050568 |
Hold queue management |
May. 23, 2006 |
| 7046790 |
System, a device, a computer program product and a method for allocating resources to users |
May. 16, 2006 |
| 6996603 |
Automatic desktop audio/video/data conferencing distributor |
Feb. 7, 2006 |
| 6850615 |
Method and system for providing information to an external user regarding the availability of an agent |
Feb. 1, 2005 |
| 6823062 |
Arrangement for predicting call-center status in a network call-routing system |
Nov. 23, 2004 |
| 6807274 |
Call routing from manual to automated dialog of interactive voice response system |
Oct. 19, 2004 |
| 6801620 |
Enhanced agent automatic call distribution control |
Oct. 5, 2004 |
| 6798877 |
Enhanced end user automatic call distributor control |
Sep. 28, 2004 |
| 6792082 |
Voice mail system with personal assistant provisioning |
Sep. 14, 2004 |
| 6782093 |
Graphical method and system for visualizing performance levels in time-varying environment |
Aug. 24, 2004 |
| 6754333 |
Wait time prediction arrangement for non-real-time customer contacts |
Jun. 22, 2004 |
| 6741698 |
Call management system using dynamic threshold adjustment |
May. 25, 2004 |
| 6738473 |
Call queuing |
May. 18, 2004 |
| 6728363 |
Determining expected call waiting time in a call center queue |
Apr. 27, 2004 |
| 6714643 |
System and method for implementing wait time estimation in automatic call distribution queues |
Mar. 30, 2004 |
| 6711255 |
Predictive distribution of calls between inquiry centers |
Mar. 23, 2004 |
| 6694009 |
Estimation of a work item's wait-time from the present stages of processing of preceding work items |
Feb. 17, 2004 |
| 6668056 |
System and method for modeling resources for calls centered in a public switch telephone network |
Dec. 23, 2003 |
| 6658255 |
Enhanced wireless radio channel utilization |
Dec. 2, 2003 |
| 6553114 |
System for automatically predicting call center agent work time in a multi-skilled agent environment |
Apr. 22, 2003 |
| 6512822 |
Method and arrangement for measuring holding time in communication networks |
Jan. 28, 2003 |
| 6373836 |
Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system |
Apr. 16, 2002 |
| 6359982 |
Methods and apparatus for determining measures of agent-related occupancy in a call center |
Mar. 19, 2002 |
| 6263066 |
Multimedia managing and prioritized queuing system integrated with intelligent routing capability |
Jul. 17, 2001 |
| 6157655 |
Method for estimating telephony system-queue waiting time in an agent level routing environment |
Dec. 5, 2000 |
| 6122358 |
Operator connection control method |
Sep. 19, 2000 |
| 6091811 |
Ringing technique in automatic call distribution |
Jul. 18, 2000 |
| 6064730 |
Customer-self routing call center |
May. 16, 2000 |
| 5905793 |
Waiting-call selection based on anticipated wait times |
May. 18, 1999 |
| 5867572 |
Customer queuing arrangement |
Feb. 2, 1999 |
| 5864617 |
Call queuing and distribution |
Jan. 26, 1999 |
| 5864616 |
System and method for providing call statistics in real time |
Jan. 26, 1999 |
| 5761289 |
800 number callback |
Jun. 2, 1998 |
| 5696818 |
Delay announcement group and time controller for a telephone system |
Dec. 9, 1997 |
| 5684872 |
Prediction of a caller's motivation as a basis for selecting treatment of an incoming call |
Nov. 4, 1997 |
| 5657383 |
Flexible customer controlled telecommunications handling |
Aug. 12, 1997 |
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