| Patent Number |
Title Of Patent |
Date Issued |
| 7558383 |
Initial routing of internet-protocol network telephone calls |
July 7, 2009 |
| A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a firs |
| 6449270 |
Dynamic re-routing |
September 10, 2002 |
| An Internet Protocol Network Telephony (IPNT) routing system has a call-routing processor to which original calls are routed, and the routing processor forwards incoming calls to remote computer stations. When forwarding a call, the routing processor sets a semaphore for a predetermi |
| 6393018 |
Apparatus and methods enhancing call routing to and within call-centers |
May 21, 2002 |
| A computerized Internet-Protocol Network Telephony (IPNT) routing system has a routing processor for receiving and forwarding IPNT calls based on information stored in an associated database regarding operation and status of possible destinations for the call. In some embodiments des |
| 6389007 |
Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center |
May 14, 2002 |
| An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one IR consults a common data re |
| 6289094 |
External positivistic forward transfer in call routing systems |
September 11, 2001 |
| A system for routing Internet Protocol Network Telephony calls to remote destinations has a routing processor adapted for eliciting information from a caller and a database with information relating to availability of selectable destinations. Incoming calls are forwarded to a destination |
| 6263066 |
Multimedia managing and prioritized queuing system integrated with intelligent routing capabilit |
July 17, 2001 |
| A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an |
| 6229888 |
System and method for operating a plurality of call centers |
May 8, 2001 |
| A system and method for routing telephone calls from a network-level routing station to individual ones of a plurality of call centers having computer telephony integration (CTI) servers at each call center for monitoring and controlling telephony switches at the call centers and at |
| 6175563 |
Parallel data transfer and synchronization in computer-simulated telephony |
January 16, 2001 |
| An Internet Protocol Telephony Network (IPNT) call-routing system has a first processor adapted for receiving and initial processing of incoming IPNT calls from a wide area network (WAN). At the first processor information about callers is elicited. Calls are routed to remote process |
| 6011792 |
Escalatory reactive call routing |
January 4, 2000 |
| An Internet Protocol Network Telephony (IPNT) system having a router for IPNT calls has a plurality of selectable routing protocols and a system monitoring facility adapted for periodically determining the condition and performance of the system, where the system may be any collection of |
| 5991395 |
Implementation of call-center outbound dialing capability at a telephony network level |
November 23, 1999 |
| A system (33) for outbound dialing for call centers (11) place an outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a r |
| 5970065 |
Uniform control of mixed platforms in telephony |
October 19, 1999 |
| A system for routing Internet Protocol Network Telephony (IPNT) calls has a default router connected to a wide area network (WAN) for receiving and routing the calls, the default router having a set of default routing rules, and an intelligent router coupled to the default router. The |
| 5953332 |
Agent-initiated dynamic requeing |
September 14, 1999 |
| In an Internet Protocol Network Telephony (IPNT) call-routing system, a call-routing processor connected to a wide area network (WAN) for receiving and forwarding calls is adapted to receive IPNT calls and to route them to remote computer stations based on information available at th |
| 5940497 |
Statistically-predictive and agent-predictive call routing |
August 17, 1999 |
| An Internet Protocol Network Telephony (IPNT) call-routing system has a call-routing processor on a wide area network (WAN) such as the Internet, and receives and re-routes incoming calls to remote computer stations adapted to receive such calls. The call-routing processor, upon routing |
