DE69940910D1 - Verwaltungssystem für anwesenheitsanrufzentrale - Google Patents

Verwaltungssystem für anwesenheitsanrufzentrale

Info

Publication number
DE69940910D1
DE69940910D1 DE69940910T DE69940910T DE69940910D1 DE 69940910 D1 DE69940910 D1 DE 69940910D1 DE 69940910 T DE69940910 T DE 69940910T DE 69940910 T DE69940910 T DE 69940910T DE 69940910 D1 DE69940910 D1 DE 69940910D1
Authority
DE
Germany
Prior art keywords
call center
call
point
pop
administrative system
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Lifetime
Application number
DE69940910T
Other languages
English (en)
Inventor
Prem Uppaluru
Mukesh Sundaram
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Telera Inc
Original Assignee
Telera Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Telera Inc filed Critical Telera Inc
Application granted granted Critical
Publication of DE69940910D1 publication Critical patent/DE69940910D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/35—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place virtual private networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • H04M3/42306—Number translation services, e.g. premium-rate, freephone or vanity number services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0033—Notification or handling of incoming calls by a computer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/121—Details of network access arrangements or protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/1245—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks where a network other than PSTN/ISDN interconnects two PSTN/ISDN networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H04M7/125—Details of gateway equipment
DE69940910T 1998-06-19 1999-03-09 Verwaltungssystem für anwesenheitsanrufzentrale Expired - Lifetime DE69940910D1 (de)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US9009198P 1998-06-19 1998-06-19
US09/249,395 US6011844A (en) 1998-06-19 1999-02-12 Point-of-presence call center management system
PCT/US1999/005266 WO1999066699A1 (en) 1998-06-19 1999-03-09 Point-of-presence call center management system

Publications (1)

Publication Number Publication Date
DE69940910D1 true DE69940910D1 (de) 2009-07-02

Family

ID=26781902

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69940910T Expired - Lifetime DE69940910D1 (de) 1998-06-19 1999-03-09 Verwaltungssystem für anwesenheitsanrufzentrale

Country Status (10)

Country Link
US (5) US6011844A (de)
EP (1) EP1119956B1 (de)
JP (1) JP2002518942A (de)
KR (1) KR20010071539A (de)
AT (1) ATE431992T1 (de)
AU (1) AU759578B2 (de)
CA (1) CA2339921A1 (de)
DE (1) DE69940910D1 (de)
HK (1) HK1039703B (de)
WO (1) WO1999066699A1 (de)

Families Citing this family (242)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6515968B1 (en) 1995-03-17 2003-02-04 Worldcom, Inc. Integrated interface for real time web based viewing of telecommunications network call traffic
US5742762A (en) * 1995-05-19 1998-04-21 Telogy Networks, Inc. Network management gateway
US9134398B2 (en) 1996-09-09 2015-09-15 Tracbeam Llc Wireless location using network centric location estimators
US6236365B1 (en) 1996-09-09 2001-05-22 Tracbeam, Llc Location of a mobile station using a plurality of commercial wireless infrastructures
GB2337386B (en) * 1996-09-09 2001-04-04 Dennis J Dupray Location of a mobile station
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
SE520266C2 (sv) * 1997-06-16 2003-06-17 Ericsson Telefon Ab L M Metod och anordning för att reglera kommunikationstrafiken i ett accessnät
CA2246130C (en) * 1997-09-04 2003-01-14 Mitel Corporation Web based help desk
US6473407B1 (en) 1997-09-05 2002-10-29 Worldcom, Inc. Integrated proxy interface for web based alarm management tools
US6631402B1 (en) * 1997-09-26 2003-10-07 Worldcom, Inc. Integrated proxy interface for web based report requester tool set
US6714979B1 (en) 1997-09-26 2004-03-30 Worldcom, Inc. Data warehousing infrastructure for web based reporting tool
US6763376B1 (en) 1997-09-26 2004-07-13 Mci Communications Corporation Integrated customer interface system for communications network management
US6381644B2 (en) 1997-09-26 2002-04-30 Mci Worldcom, Inc. Integrated proxy interface for web based telecommunications network management
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6144673A (en) * 1997-10-24 2000-11-07 Motorola, Inc. Method and apparatus for providing broadcast group data
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
GB9800803D0 (en) * 1998-01-14 1998-03-11 British Telecomm Communications sytem
US6985478B2 (en) * 1998-02-17 2006-01-10 Genesys Telecommunications Laboratories, Inc. Using XML expressed primitives for platform and system-independent call modeling
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
US6324276B1 (en) * 1999-02-12 2001-11-27 Telera, Inc. Point-of-presence call center management system
US6011844A (en) * 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6801928B2 (en) * 1998-11-12 2004-10-05 Genesys Telecommunications Laboratories, Inc. Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network
US6778544B1 (en) * 1998-11-18 2004-08-17 Nortel Networks Limited Method and system for redirecting calls
US8135413B2 (en) * 1998-11-24 2012-03-13 Tracbeam Llc Platform and applications for wireless location and other complex services
US6603760B1 (en) 1998-12-08 2003-08-05 Telcordia Technologies, Inc. System and method for gradual transition of local phone services from PSTN to next generation network
DE59913224D1 (de) * 1998-12-21 2006-05-11 Siemens Ag Verfahren zum Realisieren einer Sammelanschlussfunktion in einem Kommunikationsnetz nach ITU-T H.323
US7295669B1 (en) 1999-01-21 2007-11-13 Avaya Technology Corp. Call center telephone and data flow connection system
US7200219B1 (en) 1999-02-10 2007-04-03 Avaya Technology Corp. Dynamically allocating server resources to competing classes of work based upon achievement of service goals
US6744877B1 (en) * 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing
US6567796B1 (en) * 1999-03-23 2003-05-20 Microstrategy, Incorporated System and method for management of an automatic OLAP report broadcast system
US8321411B2 (en) 1999-03-23 2012-11-27 Microstrategy, Incorporated System and method for management of an automatic OLAP report broadcast system
US6950441B1 (en) 1999-03-30 2005-09-27 Sonus Networks, Inc. System and method to internetwork telecommunication networks of different protocols
CA2273657C (en) * 1999-05-05 2010-09-21 Nortel Networks Corporation Telephony and data network services at a telephone
US8607138B2 (en) 1999-05-28 2013-12-10 Microstrategy, Incorporated System and method for OLAP report generation with spreadsheet report within the network user interface
US9208213B2 (en) 1999-05-28 2015-12-08 Microstrategy, Incorporated System and method for network user interface OLAP report formatting
JP3360041B2 (ja) * 1999-06-11 2002-12-24 エヌイーシーインフロンティア株式会社 電話装置
US6775368B1 (en) * 1999-06-21 2004-08-10 Lucent Technologies Inc. Seamless data network telecommunication service during mobile wireless call handoff
US6937575B1 (en) * 1999-07-16 2005-08-30 Insors Integrated Communications Method of providing intra-company two way voice communications over a data network
US6700972B1 (en) * 1999-08-25 2004-03-02 Verizon Corporate Services Group Inc. System and method for processing and collecting data from a call directed to a call center
US8448059B1 (en) * 1999-09-03 2013-05-21 Cisco Technology, Inc. Apparatus and method for providing browser audio control for voice enabled web applications
US20050223408A1 (en) * 1999-09-13 2005-10-06 Microstrategy, Incorporated System and method for real-time, personalized, dynamic, interactive voice services for entertainment-related information
US6836537B1 (en) * 1999-09-13 2004-12-28 Microstrategy Incorporated System and method for real-time, personalized, dynamic, interactive voice services for information related to existing travel schedule
US8130918B1 (en) 1999-09-13 2012-03-06 Microstrategy, Incorporated System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with closed loop transaction processing
US6964012B1 (en) * 1999-09-13 2005-11-08 Microstrategy, Incorporated System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, including deployment through personalized broadcasts
US6829334B1 (en) 1999-09-13 2004-12-07 Microstrategy, Incorporated System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with telephone-based service utilization and control
US6798867B1 (en) 1999-09-13 2004-09-28 Microstrategy, Incorporated System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with real-time database queries
US6510414B1 (en) * 1999-10-05 2003-01-21 Cisco Technology, Inc. Speech recognition assisted data entry system and method
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US7230927B1 (en) * 1999-12-07 2007-06-12 Aspect Software, Inc. Non-blocking expandable call center architecture
EP1109389A1 (de) * 1999-12-17 2001-06-20 Siemens Aktiengesellschaft Verfahren zum Signalisieren und Verarbeiten eingehender Rufe für ein Call-Center
CA2328335A1 (en) * 2000-01-24 2001-07-24 Avaya Technology Corp. Automated transaction distribution system and method allowing selection of agents by transaction initiators
US7293230B2 (en) 2000-01-27 2007-11-06 American Express Travel Related Services Company, Inc. Information architecture for the interactive environment
US6591260B1 (en) * 2000-01-28 2003-07-08 Commerce One Operations, Inc. Method of retrieving schemas for interpreting documents in an electronic commerce system
US6983301B1 (en) 2000-02-02 2006-01-03 Siemens Communications, Inc. Background processing deferment for computer telephony
US6654451B1 (en) * 2000-02-07 2003-11-25 Bellsouth Intellectual Property Corporation Methods and systems for billing and routing local toll-free calls
US7443969B2 (en) * 2003-09-24 2008-10-28 At&T Intellectual Property I, L.P. Methods and systems for billing and routing local toll-free communications
US7321298B2 (en) * 2000-02-25 2008-01-22 Harris Corporation Skills based routing method and system for call center
US7844504B1 (en) 2000-04-27 2010-11-30 Avaya Inc. Routing based on the contents of a shopping cart
US9875492B2 (en) * 2001-05-22 2018-01-23 Dennis J. Dupray Real estate transaction system
US10641861B2 (en) 2000-06-02 2020-05-05 Dennis J. Dupray Services and applications for a communications network
US10684350B2 (en) 2000-06-02 2020-06-16 Tracbeam Llc Services and applications for a communications network
US7076032B1 (en) 2000-06-14 2006-07-11 Convergys Cmg Utah Inc. Method and system for processing telephone calls by IVR
US6564214B1 (en) * 2000-06-28 2003-05-13 Visual Networks Technologies, Inc. Method of searching a data record for a valid identifier
US7318107B1 (en) 2000-06-30 2008-01-08 Intel Corporation System and method for automatic stream fail-over
AU2001283154A1 (en) * 2000-08-30 2002-03-13 Bbnt Solutions Llc Routing toll-free telecommunications traffic over data networks
CA2318287A1 (en) * 2000-08-30 2002-02-28 Aria Solutions Inc. System integrated framework
US7106743B1 (en) 2000-10-18 2006-09-12 West Corporation Telecommunications system including live operators
WO2002039764A2 (en) * 2000-10-30 2002-05-16 Telera, Inc. Call center management for wireless access network
US7113500B1 (en) * 2000-11-03 2006-09-26 Insors Integrated Communications Method and dial plan for packet based voice communications functionality
US6763093B2 (en) * 2000-12-14 2004-07-13 Nortel Networks Limited Application based queuing via an H.323/SIP interface
US6895002B2 (en) * 2001-02-21 2005-05-17 Intel Corporation Method and system to provide a single telephone number for geographically dispersed telephony service subscribers
US6678358B2 (en) * 2001-04-30 2004-01-13 Sigma Communications, Inc. Automated nodal calling system
AU2002345633A1 (en) * 2001-06-08 2002-12-23 4Th Pass Inc. Method and system for two-way initiated data communication with wireless devices
US6760427B2 (en) 2001-06-28 2004-07-06 Inter-Tel, Inc. Computer telephony (CT) network serving multiple telephone switches
US7218721B1 (en) * 2002-01-02 2007-05-15 8X8, Inc. Virtual telephone extension
US6735299B2 (en) 2001-11-08 2004-05-11 Avaya Technology Corp. Automatic call distribution groups in call center management systems
US7006436B1 (en) 2001-11-13 2006-02-28 At&T Corp. Method for providing voice-over-IP service
US7245716B2 (en) 2001-12-12 2007-07-17 International Business Machines Corporation Controlling hold queue position adjustment
US7139390B2 (en) * 2001-12-12 2006-11-21 International Business Machines Corporation Promoting use of experts to callers waiting in a hold queue
US9088645B2 (en) * 2001-12-12 2015-07-21 International Business Machines Corporation Intermediary device initiated caller identification
US7215759B2 (en) * 2001-12-12 2007-05-08 International Business Machines Corporation Hold queue wait estimations
US7076051B2 (en) * 2001-12-12 2006-07-11 International Business Machines Corporation Promoting caller voice browsing in a hold queue
US20030108159A1 (en) * 2001-12-12 2003-06-12 International Business Machines Corporation Destination device based callee identification
US7167551B2 (en) * 2001-12-12 2007-01-23 International Business Machines Corporation Intermediary device based callee identification
US7103172B2 (en) * 2001-12-12 2006-09-05 International Business Machines Corporation Managing caller profiles across multiple hold queues according to authenticated caller identifiers
US7443970B2 (en) * 2001-12-17 2008-10-28 International Business Machines Corporation Logging calls according to call context
US6956935B2 (en) * 2001-12-17 2005-10-18 International Business Machines Corporation Origin device billing according to caller
US6977998B2 (en) * 2001-12-17 2005-12-20 International Business Machines Corporation Destination device billing according to call recipient
US7024459B2 (en) * 2002-02-28 2006-04-04 Microsoft Corporation Scalable notification delivery service
US7415417B2 (en) * 2002-03-15 2008-08-19 Avaya Technology Corp. Presence awareness agent
US7336779B2 (en) * 2002-03-15 2008-02-26 Avaya Technology Corp. Topical dynamic chat
US8068595B2 (en) 2002-03-15 2011-11-29 Intellisist, Inc. System and method for providing a multi-modal communications infrastructure for automated call center operation
US7292689B2 (en) * 2002-03-15 2007-11-06 Intellisist, Inc. System and method for providing a message-based communications infrastructure for automated call center operation
US7167899B2 (en) * 2002-03-26 2007-01-23 Matsushita Electric Industrial Co., Ltd. Web-content aware automatic call transfer system and process for mobile users and operators
US20030187971A1 (en) * 2002-03-29 2003-10-02 Uliano Anthony X. Enterprise macro-manager of contact center communications technologies
US7054421B2 (en) * 2002-05-31 2006-05-30 International Business Machines Corporation Enabling legacy interactive voice response units to accept multiple forms of input
US7822609B2 (en) * 2002-06-14 2010-10-26 Nuance Communications, Inc. Voice browser with integrated TCAP and ISUP interfaces
US7620169B2 (en) 2002-06-17 2009-11-17 Avaya Inc. Waiting but not ready
US7051320B2 (en) * 2002-08-22 2006-05-23 Hewlett-Packard Development Company, L.P. Diagnostic tool for a plurality of networked computers with incident escalator and relocation of information to another computer
US7298836B2 (en) * 2002-09-24 2007-11-20 At&T Bls Intellectual Property, Inc. Network-based healthcare information systems
US7584263B1 (en) 2002-09-25 2009-09-01 At&T Intellectual Property I, L. P. System and method for providing services access through a family home page
US7480724B2 (en) 2002-09-25 2009-01-20 At&T Intellectual Property I, L.P. API tool-set for providing services through a residential communication gateway
US20050038869A1 (en) * 2002-09-25 2005-02-17 Randy Zimler Business portal API
US7620170B2 (en) 2002-12-31 2009-11-17 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) complete customer contact center
US7573999B2 (en) 2002-12-31 2009-08-11 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) complete healthcare contact center
US7356139B2 (en) * 2002-12-31 2008-04-08 At&T Delaware Intellectual Property, Inc. Computer telephony integration (CTI) complete hospitality contact center
US7440567B2 (en) * 2003-01-27 2008-10-21 At&T Intellectual Property I, L.P. Healthcare virtual private network methods and systems
US8149823B2 (en) * 2003-01-27 2012-04-03 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) systems and methods for enhancing school safety
US7248688B2 (en) 2003-01-27 2007-07-24 Bellsouth Intellectual Property Corporation Virtual physician office systems and methods
CA2479439A1 (en) * 2003-08-29 2005-02-28 Arris International, Inc. Method and system for processing voice traffic from a multi-channel link into a voip network over a broadband network
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US7770175B2 (en) * 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7460652B2 (en) * 2003-09-26 2008-12-02 At&T Intellectual Property I, L.P. VoiceXML and rule engine based switchboard for interactive voice response (IVR) services
KR100612440B1 (ko) * 2003-12-19 2006-08-16 삼성전자주식회사 Ｃｔｉ시스템에서의 컨택 센터간 호 및 데이터 연계 방법및 그 시스템
US7356475B2 (en) * 2004-01-05 2008-04-08 Sbc Knowledge Ventures, L.P. System and method for providing access to an interactive service offering
US7512545B2 (en) * 2004-01-29 2009-03-31 At&T Intellectual Property I, L.P. Method, software and system for developing interactive call center agent personas
US7729490B2 (en) * 2004-02-12 2010-06-01 Avaya Inc. Post-termination contact management
US8457300B2 (en) 2004-02-12 2013-06-04 Avaya Inc. Instant message contact management in a contact center
US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
US7953859B1 (en) 2004-03-31 2011-05-31 Avaya Inc. Data model of participation in multi-channel and multi-party contacts
US8000989B1 (en) 2004-03-31 2011-08-16 Avaya Inc. Using true value in routing work items to resources
US7734032B1 (en) 2004-03-31 2010-06-08 Avaya Inc. Contact center and method for tracking and acting on one and done customer contacts
US7715547B2 (en) * 2004-06-14 2010-05-11 Soleo Communications, Inc. Voice XML network gateway
US7936861B2 (en) * 2004-07-23 2011-05-03 At&T Intellectual Property I, L.P. Announcement system and method of use
US8165281B2 (en) * 2004-07-28 2012-04-24 At&T Intellectual Property I, L.P. Method and system for mapping caller information to call center agent transactions
US20060026049A1 (en) * 2004-07-28 2006-02-02 Sbc Knowledge Ventures, L.P. Method for identifying and prioritizing customer care automation
US7580837B2 (en) * 2004-08-12 2009-08-25 At&T Intellectual Property I, L.P. System and method for targeted tuning module of a speech recognition system
US7602898B2 (en) * 2004-08-18 2009-10-13 At&T Intellectual Property I, L.P. System and method for providing computer assisted user support
US20060062375A1 (en) * 2004-09-23 2006-03-23 Sbc Knowledge Ventures, L.P. System and method for providing product offers at a call center
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US7949123B1 (en) 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7657021B2 (en) * 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7197130B2 (en) * 2004-10-05 2007-03-27 Sbc Knowledge Ventures, L.P. Dynamic load balancing between multiple locations with different telephony system
US7668889B2 (en) 2004-10-27 2010-02-23 At&T Intellectual Property I, Lp Method and system to combine keyword and natural language search results
US7657005B2 (en) * 2004-11-02 2010-02-02 At&T Intellectual Property I, L.P. System and method for identifying telephone callers
US8824655B2 (en) 2004-11-23 2014-09-02 Transera Communications, Inc. Routing inbound communications across call centers and the like
WO2006058004A1 (en) * 2004-11-23 2006-06-01 Transera Communications A method and system for monitoring and managing multi-sourced call centers
US7724889B2 (en) * 2004-11-29 2010-05-25 At&T Intellectual Property I, L.P. System and method for utilizing confidence levels in automated call routing
US7242751B2 (en) 2004-12-06 2007-07-10 Sbc Knowledge Ventures, L.P. System and method for speech recognition-enabled automatic call routing
US7864942B2 (en) * 2004-12-06 2011-01-04 At&T Intellectual Property I, L.P. System and method for routing calls
US20060126811A1 (en) * 2004-12-13 2006-06-15 Sbc Knowledge Ventures, L.P. System and method for routing calls
US20060126808A1 (en) * 2004-12-13 2006-06-15 Sbc Knowledge Ventures, L.P. System and method for measurement of call deflection
US8675857B1 (en) * 2004-12-22 2014-03-18 At&T Intellectual Property Ii, L.P. Method and apparatus for enabling customized and selectable network announcements
US7751551B2 (en) * 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US7627096B2 (en) * 2005-01-14 2009-12-01 At&T Intellectual Property I, L.P. System and method for independently recognizing and selecting actions and objects in a speech recognition system
US7450698B2 (en) * 2005-01-14 2008-11-11 At&T Intellectual Property 1, L.P. System and method of utilizing a hybrid semantic model for speech recognition
US7627109B2 (en) * 2005-02-04 2009-12-01 At&T Intellectual Property I, Lp Call center system for multiple transaction selections
US20060188087A1 (en) * 2005-02-18 2006-08-24 Sbc Knowledge Ventures, Lp System and method for caller-controlled music on-hold
US8130936B2 (en) * 2005-03-03 2012-03-06 At&T Intellectual Property I, L.P. System and method for on hold caller-controlled activities and entertainment
US7933399B2 (en) * 2005-03-22 2011-04-26 At&T Intellectual Property I, L.P. System and method for utilizing virtual agents in an interactive voice response application
US8223954B2 (en) 2005-03-22 2012-07-17 At&T Intellectual Property I, L.P. System and method for automating customer relations in a communications environment
US8781081B2 (en) * 2005-04-21 2014-07-15 At&T Intellectual Property I, L.P. Presence management system
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7940913B2 (en) * 2005-05-11 2011-05-10 Cisco Technology, Inc. System and method for improved contact center services to disabled callers
US7636432B2 (en) 2005-05-13 2009-12-22 At&T Intellectual Property I, L.P. System and method of determining call treatment of repeat calls
US8027459B2 (en) * 2005-05-16 2011-09-27 Cisco Systems, Inc. System and method for providing queue time credit for self-servicing callers
US7693274B2 (en) * 2005-05-20 2010-04-06 Cisco Technology, Inc. System and method for return to agents during a contact center session
US7809127B2 (en) * 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
US7657020B2 (en) 2005-06-03 2010-02-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US8005204B2 (en) * 2005-06-03 2011-08-23 At&T Intellectual Property I, L.P. Call routing system and method of using the same
US7881454B2 (en) * 2005-06-10 2011-02-01 Teletech Holdings, Inc. Integrated call management
US8503641B2 (en) * 2005-07-01 2013-08-06 At&T Intellectual Property I, L.P. System and method of automated order status retrieval
US8175253B2 (en) * 2005-07-07 2012-05-08 At&T Intellectual Property I, L.P. System and method for automated performance monitoring for a call servicing system
US7957520B2 (en) * 2005-07-14 2011-06-07 Cisco Technology, Inc. System and method for responding to an emergency at a call center
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US8526577B2 (en) * 2005-08-25 2013-09-03 At&T Intellectual Property I, L.P. System and method to access content from a speech-enabled automated system
US8548157B2 (en) 2005-08-29 2013-10-01 At&T Intellectual Property I, L.P. System and method of managing incoming telephone calls at a call center
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US20070064685A1 (en) * 2005-09-15 2007-03-22 Crockett Susanne M Methods and apparatus for providing toll-free telephone services
US8577015B2 (en) * 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US7463730B2 (en) * 2005-10-06 2008-12-09 Cisco Technology, Inc. System and method for caller confirmation of call center agent notes
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US7752230B2 (en) * 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US7864944B2 (en) * 2005-11-29 2011-01-04 Cisco Technology, Inc. Optimal call speed for call center agents
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US8085912B1 (en) 2005-12-28 2011-12-27 United Services Automobile Association System and method for reducing toll charges to a customer service center using VolP
US7492879B1 (en) * 2005-12-28 2009-02-17 United Services Automobile Association (Usaa) System and method for reducing toll charges to a customer service center using VoIP
US7668302B1 (en) * 2005-12-28 2010-02-23 United Services Automobile Association (Usaa) System and method for reducing toll charges to a customer service center using VoIP
US20070168472A1 (en) * 2006-01-18 2007-07-19 Sbc Knowledge Ventures L.P. Call center gui: XML converter
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US8737173B2 (en) * 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US7606360B2 (en) * 2006-05-31 2009-10-20 Cisco Technology, Inc. Automated system and method for handling human and caller queues
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8391463B1 (en) 2006-09-01 2013-03-05 Avaya Inc. Method and apparatus for identifying related contacts
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
US7835514B1 (en) 2006-09-18 2010-11-16 Avaya Inc. Provide a graceful transfer out of active wait treatment
US8687785B2 (en) 2006-11-16 2014-04-01 Cisco Technology, Inc. Authorization to place calls by remote users
US20080120164A1 (en) * 2006-11-17 2008-05-22 Avaya Technology Llc Contact center agent work awareness algorithm
US8194847B2 (en) * 2006-11-30 2012-06-05 Verizon Patent And Licensing Inc. Method and system for voice monitoring
US8767944B1 (en) 2007-01-03 2014-07-01 Avaya Inc. Mechanism for status and control communication over SIP using CODEC tunneling
US8107613B2 (en) * 2007-03-23 2012-01-31 Avaya Inc. Context recovery for call center agents
US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails
US8355394B2 (en) * 2007-08-21 2013-01-15 Voxeo Corporation System and method for dynamic telephony resource allocation between premise and hosted facilities
US8504534B1 (en) 2007-09-26 2013-08-06 Avaya Inc. Database structures and administration techniques for generalized localization of database items
US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US8831206B1 (en) 2008-05-12 2014-09-09 Avaya Inc. Automated, data-based mechanism to detect evolution of employee skills
US8385532B1 (en) 2008-05-12 2013-02-26 Avaya Inc. Real-time detective
CA2665055C (en) * 2008-05-23 2018-03-06 Accenture Global Services Gmbh Treatment processing of a plurality of streaming voice signals for determination of responsive action thereto
CA2665014C (en) 2008-05-23 2020-05-26 Accenture Global Services Gmbh Recognition processing of a plurality of streaming voice signals for determination of responsive action thereto
CA2665009C (en) * 2008-05-23 2018-11-27 Accenture Global Services Gmbh System for handling a plurality of streaming voice signals for determination of responsive action thereto
US8600032B2 (en) * 2008-05-30 2013-12-03 Verizon Patent And Licensing Inc. Method and system for a gateway transfer
US8848895B2 (en) * 2008-05-30 2014-09-30 Verizon Patent And Licensing Inc. Method and system for a call transfer
US10375244B2 (en) * 2008-08-06 2019-08-06 Avaya Inc. Premises enabled mobile kiosk, using customers' mobile communication device
US7979565B2 (en) * 2008-08-27 2011-07-12 International Business Machines Corporation System and method to provide a network service
US8116237B2 (en) 2008-09-26 2012-02-14 Avaya Inc. Clearing house for publish/subscribe of status data from distributed telecommunications systems
US8755372B2 (en) * 2009-04-27 2014-06-17 Five9, Inc. Secure customer service proxy portal
US8621011B2 (en) * 2009-05-12 2013-12-31 Avaya Inc. Treatment of web feeds as work assignment in a contact center
US8964958B2 (en) 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8644491B2 (en) * 2009-08-21 2014-02-04 Avaya Inc. Mechanism for multisite service state description
US8385533B2 (en) 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8565386B2 (en) * 2009-09-29 2013-10-22 Avaya Inc. Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
US9468755B2 (en) * 2009-09-30 2016-10-18 Respicardia, Inc. Medical lead with preformed bias
US9516069B2 (en) * 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications
US8565407B1 (en) 2009-11-23 2013-10-22 Amazon Technologies, Inc. Systems and methods for allocation of telephony resources on-demand
US8306212B2 (en) * 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
CA2796448C (en) * 2010-04-15 2019-02-19 Mxi Technologies Ltd. Method and system for deployed operations support
US8638920B2 (en) * 2010-07-26 2014-01-28 Cox Communications, Inc. Call routing monitoring, control and reporting
US9538493B2 (en) 2010-08-23 2017-01-03 Finetrak, Llc Locating a mobile station and applications therefor
US9384496B2 (en) 2011-02-14 2016-07-05 Soleo Communications, Inc Call tracking system and method
US8874102B2 (en) 2011-02-14 2014-10-28 Soleo Communications, Inc. Call tracking system and method
US9172807B2 (en) * 2011-09-11 2015-10-27 ZenDesk, Inc. Techniques for customer relationship management
US8675860B2 (en) 2012-02-16 2014-03-18 Avaya Inc. Training optimizer for contact center agents
CN103813028B (zh) * 2012-11-08 2016-09-28 阿里巴巴集团控股有限公司 一种业务过程中的信息交互方法及装置
US20140270106A1 (en) * 2013-03-14 2014-09-18 Timothy Barlow Method and system for interactive telephone waiting
US11044360B1 (en) 2015-12-17 2021-06-22 8X8, Inc. Dynamic direction of incoming calls
US10812657B1 (en) * 2019-06-26 2020-10-20 ASD Inc., a Pennsylvania Corporation System and method for cadence matching at answering service or the like
US11882238B1 (en) * 2019-12-24 2024-01-23 Mh Sub I, Llc System and method for customer identification and workflow optimization

Family Cites Families (80)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US36051A (en) 1862-07-29 Improvement in steam-boilers
US4048452A (en) * 1976-05-28 1977-09-13 Bell Telephone Laboratories, Incorporated Automatic call distribution system
US4109113A (en) * 1977-10-31 1978-08-22 Bell Telephone Laboratories, Incorporated Communication system optimized pooled line arrangement
US4313035A (en) * 1980-01-18 1982-01-26 Bell Telephone Laboratories, Incorporated Method of providing person locator service
US4313036A (en) * 1980-02-19 1982-01-26 Rolm Corporation Distributed CBX system employing packet network
US4400587A (en) * 1981-08-25 1983-08-23 Rockwell International Corporation Overflow and diversion to a foreign switch
US4451705A (en) * 1982-05-28 1984-05-29 Bell Telephone Laboratories, Incorporated Call completion circuit and method
US4510351A (en) * 1982-10-28 1985-04-09 At&T Bell Laboratories ACD Management information system
US5349633A (en) 1985-07-10 1994-09-20 First Data Resources Inc. Telephonic-interface game control system
US5828734A (en) 1985-07-10 1998-10-27 Ronald A. Katz Technology Licensing, Lp Telephone interface call processing system with call selectivity
US5259023A (en) 1985-07-10 1993-11-02 First Data Resources Inc. Telephonic-interface statistical analysis system
US5073929A (en) 1988-05-16 1991-12-17 First Data Resources Inc. Voice-data telephonic control system
US5218631A (en) 1985-07-10 1993-06-08 First Data Resources Inc. Telephonic-interface game control system
US5365575A (en) 1985-07-10 1994-11-15 First Data Resources Inc. Telephonic-interface lottery system
US5793846A (en) 1985-07-10 1998-08-11 Ronald A. Katz Technology Licensing, Lp Telephonic-interface game control system
US5359645A (en) 1985-07-10 1994-10-25 First Data Corporation Inc. Voice-data telephonic interface control system
US5255309A (en) 1985-07-10 1993-10-19 First Data Resources Inc. Telephonic-interface statistical analysis system
US5251252A (en) 1985-07-10 1993-10-05 First Data Resources Inc. Telephone interface call processing system with call selectivity
US4792968A (en) 1985-07-10 1988-12-20 Fdr Interactive Technologies Statistical analysis system for use with public communication facility
US4845739A (en) 1985-07-10 1989-07-04 Fdr Interactive Technologies Telephonic-interface statistical analysis system
US5109404A (en) 1985-07-10 1992-04-28 First Data Resources, Inc. Telephone call processor with select call routing
US5351285A (en) 1985-07-10 1994-09-27 First Data Resources Inc. Multiple format telephonic interface control system
US5835576A (en) 1985-07-10 1998-11-10 Ronald A. Katz Technology Licensing, L.P. Telephonic-interface lottery device
US5224153A (en) 1985-07-10 1993-06-29 First Data Resouces Inc. Voice-data telephonic interface control system
US5014298A (en) 1985-07-10 1991-05-07 First Data Resources Inc. Voice-data telephonic control system
US4930150A (en) 1985-07-10 1990-05-29 First Data Resources Inc. Telephonic interface control system
US5048075A (en) 1985-07-10 1991-09-10 First Data Resources Inc. Telephonic-interface statistical analysis system
US5898762A (en) 1985-07-10 1999-04-27 Ronald A. Katz Technology Licensing, L.P. Telephonic-interface statistical analysis system
US5128984A (en) 1985-07-10 1992-07-07 First Data Resources Inc. Telephone interface call processing system with call selectivity
US4737983A (en) * 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US4757267A (en) * 1987-06-17 1988-07-12 Applied Telematics, Inc. Telephone system for connecting a customer to a supplier of goods
US4847890A (en) * 1987-08-10 1989-07-11 The Telephone Connection Anonymous interactive telephone system
US4878239A (en) * 1987-08-10 1989-10-31 The Telephone Connection Anonymous interactive telephone system with expanded outward calling features
US4893301A (en) * 1988-06-27 1990-01-09 Teknekron Infoswitch Corporation Automatic call distribution (ACD) switching system having distributed processing capability
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
US4924491A (en) * 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US5073890A (en) * 1988-12-30 1991-12-17 At&T Bell Laboratories Remote agent operation for automatic call distributors
US5016270A (en) 1989-04-03 1991-05-14 First Data Resources Inc. Expanded telephone data organization system
US5185787A (en) 1989-06-26 1993-02-09 First Data Resources, Inc. Multiple party telephone control system with random dialing for polling
US4987590A (en) 1989-06-26 1991-01-22 First Data Resources Inc. Multiple party telephone control system
US4939773A (en) 1989-06-26 1990-07-03 First Data Resources, Inc. Multiple party telephone control system
US5091933A (en) 1989-06-26 1992-02-25 First Data Resources, Inc. Multiple party telephone control system
US4932046A (en) 1989-07-28 1990-06-05 First Data Resources Inc. Telephone programming system for automated calling
US4975945A (en) * 1989-08-21 1990-12-04 First Data Resources Inc. Universal telephone call relay system
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
US5271058A (en) * 1989-11-27 1993-12-14 Unifi Communications Corporation Switchless automatic call distribution system used with a combination of networks
US5168515A (en) * 1989-11-27 1992-12-01 Unifi Communications Corporation Switchless automatic call distribution system
US5181236A (en) * 1990-09-25 1993-01-19 Rockwell International Corporation Automatic call returning method for call distributor with message record capability
US5291550A (en) * 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5164983A (en) * 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
US5185782A (en) * 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5278898A (en) * 1991-05-30 1994-01-11 Davox Corporation System for managing a hold queue
US5291552A (en) * 1991-07-30 1994-03-01 At&T Bell Laboratories Distribution of calls among automatic call distributors of a single large customer
US5299259A (en) * 1991-09-27 1994-03-29 At&T Bell Laboratories Distributing calls over serving centers of a large customer
US5291551A (en) * 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
US5311574A (en) * 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5329583A (en) * 1992-06-30 1994-07-12 At&T Bell Laboratories Enhanced automatic call distribution system operation
WO1994009585A1 (en) * 1992-10-21 1994-04-28 Digital Systems International, Inc. Integrated intelligent call blending
US5335268A (en) * 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
CA2129942C (en) * 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
US5384841A (en) * 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
US5528678A (en) * 1993-12-27 1996-06-18 At&T Corp. Revertive calling automatic call distributor
US5459780A (en) * 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
US5519773A (en) * 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
US5530744A (en) * 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
US5524147A (en) * 1995-02-02 1996-06-04 Aspect Telecommunications Corporation Method for forming a virtual call center
US5546452A (en) * 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
US5881145A (en) * 1996-07-29 1999-03-09 Northern Telecom Limited Redirection of calls to ported directory numbers in telephone networks
US5999965A (en) * 1996-08-20 1999-12-07 Netspeak Corporation Automatic call distribution server for computer telephony communications
US6026087A (en) * 1997-03-14 2000-02-15 Efusion, Inc. Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer
US5960073A (en) * 1997-04-03 1999-09-28 Genesys Telecommunications Laboratories , Inc. Method and apparatus for providing an interactive home agent with access to call center functionality and resources
US6324276B1 (en) * 1999-02-12 2001-11-27 Telera, Inc. Point-of-presence call center management system
US6011844A (en) * 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system

Also Published As

Publication number Publication date
US20020106071A1 (en) 2002-08-08
ATE431992T1 (de) 2009-06-15
US6381329B1 (en) 2002-04-30
US20020090076A1 (en) 2002-07-11
KR20010071539A (ko) 2001-07-28
US6011844A (en) 2000-01-04
EP1119956B1 (de) 2009-05-20
WO1999066699A1 (en) 1999-12-23
JP2002518942A (ja) 2002-06-25
AU759578B2 (en) 2003-04-17
EP1119956A1 (de) 2001-08-01
AU2997799A (en) 2000-01-05
US20010007589A1 (en) 2001-07-12
HK1039703B (zh) 2009-07-31
CA2339921A1 (en) 1999-12-23
US6445784B2 (en) 2002-09-03
EP1119956A4 (de) 2004-12-01
HK1039703A1 (en) 2002-05-03

Similar Documents

Publication Publication Date Title
DE69940910D1 (de) Verwaltungssystem für anwesenheitsanrufzentrale
MX9201267A (es) Trazado de ruta de servicio de comunicacion auxiliar.
ATE384398T1 (de) Signalisierung im nutzfrequenzband für leitweglenkung
WO2002103953A8 (en) Providing communications capabilities to mobile devices at an enterprise
CA2158878A1 (en) Technique for Use in Processing Personal Telephone Calls
CA2275829A1 (en) Ip telephony gateway
AU5341896A (en) Least cost router
CA2326011A1 (en) Brg with pbx capabilities
GB9916384D0 (en) Ip telecommunications
WO2001035617A3 (en) Distributed call center with local points of presence
WO2003003679A3 (en) Telephone central office switch interface with messaging channel for integrating the pstn with the internet
US8107462B2 (en) System and method of routing telephone calls
EP1434446A3 (de) Umsetzung von Trägeridentifikationskodes
HK1047371A1 (en) System and apparatus for telecommunication
IL138350A0 (en) Server for supporting the establishment of telephone calls through an ip network
SE9700872D0 (sv) Incoming call routing
EP1517526A3 (de) Gemeinsame Anzeige eines Anrufs an einem Telefon des leitungsvermittelten Netzes und einem Sprach-über-IP Telefon
WO2001074041A3 (en) Unified messaging system
WO2003009549A8 (en) Central office for integrating the internet with pstn
IL121999A0 (en) Public voice mail service for private telephone exchange (PBX)
EE200100664A (et) Kodukeskjaama juhtimine võrgupõhistest hääljuhtimisteenustest CTI-liini kaudu
WO2002039764A3 (en) Call center management for wireless access network
SE9803174D0 (sv) Telekommunikationssystem
WO2003061304A3 (en) Telecommunication network that provides caller-entered information to multiple call destinations
Berrisford et al. PABX and key systems

Legal Events

Date Code Title Description
8364 No opposition during term of opposition