Abstract: A method, system, and computer program product for implementing a custom, interactive call flow are provided. The method includes receiving a sequence of user inputs provided as part of an interactive call. The sequence of user inputs includes data path inputs, security inputs, administrative inputs, and a termination input. The method also includes identifying placement of the security inputs in the sequence, removing the administrative inputs and the security inputs from the sequence, and creating a custom sequence including the data path inputs, a placeholder representing the placement of the security inputs, and the termination input. The method also includes invoking a custom call flow from the custom sequence.

Abstract: Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes determining a media type for a customer contact in the transaction processing system and finding a transaction processing entity that is capable of handling the media type. In addition, the method includes routing the customer contact to a transaction processing entity that is capable of handling the media type. In one embodiment, a transaction routing table is used to perform the distribution of customer contacts. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract: A system and method for providing enhanced client satisfaction during phone interactions by intelligent automatic call routings to a relevant client support agent. The invention includes methods to automatically determine and anticipate client needs based on the information the host has about the client.

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract: A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.

Abstract: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

Abstract: A method and apparatus are provided for establishing a communication connection between a client of an organization and an agent of the organization. The method includes the steps of an automatic call distributor of the organization receiving a call from the client, the automatic call distributor detecting an IM handle of the client from the call and the automatic call distributor establishing a VOIP connection between the client and agent of the organization using the IM handle.

Abstract: Methods and systems are provided that use resources more efficiently for calls originating and terminating in a first address space that use services in an IP address space. A call is established from an originator in a first address space to an IP device within an IP address space. The IP device sends a message to a switch in the first address space indicating a new destination in the first address space. The established call is released and a second call is established from the originator in the first address space to the new destination in the first address space. In another implementation, a first leg of a call is established to an IP device from a first address space. The IP device establishes a second leg of a call to a destination in the first address space. The calls are bridged and resources released.

Abstract: A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.

Abstract: Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.

Abstract: A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating an outbound forecast. In particular embodiments, campaign parameters are defined for at least two outbound call campaigns that include for each campaign a time period over which the campaign is to be carried out, a target value identifying a number of an outbound communication result to occur over the time period, and sources for handling outbound communications. Further, a historical dataset is selected that includes historical data on the corresponding outbound communication result for each campaign based on past outbound communications. In various embodiments, an outbound forecast is generated based on the historical dataset and campaign parameters for the outbound call campaigns. The forecast provides a number of the outbound communication result forecasted to be achieved over the time period for each campaign in an attempt to meet the target value for the corresponding campaign.

Abstract: Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.

Abstract: The present invention uses natural language understanding to increase the ability of a customer service system to respond to a user's query in an automated manner. A customer service system receives a query from a user and offers the user the option of having the system contact the user at a later time with an answer. If the user accepts the offer, the customer service system processes the query offline, including providing the query to a natural language understanding interpreter. The system uses the natural language understanding interpretation to determine if the user's query is in a database of frequently-asked queries. For each query in the database of frequently-asked queries, there is a predetermined response protocol. If the user's query substantially matches a query in the database, the IVR system contacts the user with an automated response in accordance with the predetermined response protocol for the query.

Abstract: A method that processes and conditionally routes a call. The method includes receiving a call from a caller, determining a telephone number of the caller, and determining if the telephone number of the caller is a telephone number assigned to a specific individual. The method also includes accessing an electronic database to determine a stored language preference of the specific individual when the telephone number of the caller is determined to be assigned to a specific individual. The method further includes routing the call to a predetermined destination based on the stored language preference of the specific individual in the electronic database, and routing the call to a first default destination when the telephone number of the caller is determined to not be assigned to a specific individual.

Abstract: A system for storing data during a video telephony call includes a portable terminal which requests data storing; a base station connected to the portable terminal and requests storing of the data to a recording server; a recording server which requests a user registration and data storing to a data management server, and transmits a message indicative of the start of the data storing to the base station; and a data management server which provides the storage of the recorded data.

Abstract: Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents.

Abstract: A method for transferring time-synchronous data, particularly voice and video data, over a network, particularly the Internet, between at least two terminals, where between the terminals a connection is established using a SIP server and where the SIP protocol is used for establishing the connection, is—with respect to high Quality of Service for transferring time-synchronous data and with a technically simple and cost effective design—developed in a way that the SIP server analyzes the connection and/or the terminals or the like and that based on the analysis it determines an ideal bandwidth for optimizing the transfer of time-synchronous data.

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract: Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the customer; receiving customer call re-connection; determining, whether there is status information of an abnormally terminated call corresponding to the customer call re-connection; retrieving status information of the abnormally terminated call; connecting the IVR system to the customer; and providing IVR system options to the customer based upon the particular disconnect scenario.

Abstract: Systems for executing a number of agents in a multiagent system are presented including: an agent executing apparatus for managing a number of active agents and for controlling activities associated with the number of active agents such that the number of active agents are cooperatively processed, where the agent executing apparatus is configured to provide an intra-transaction message mechanism and an out-of-transaction message mechanism; a cache for temporarily storing the number of active agents, where the number of active agents include a first active agent in a committed transaction and a second active agent in an uncommitted transaction; a permanent storage device for storing the number of agents before the number of agents enter a running state.

Abstract: A system and method for managing customer communications over communication channels are disclosed. A method may include (1) determining a contact mode for contacting a customer based on at least one of a campaign strategy, a customer account attribute, a phone number attribute, a previous contact outcome, a previous call outcome, an email address attribute, a time of day, a customer contact preference, a customer availability, and a customer contact consent; (2) initiating contact with the customer; and (3) interacting with the customer.

Abstract: A system and method to assist an emergency medical dispatcher in responding to emergency calls. A computer implemented emergency dispatch protocol includes interrogatories for a dispatcher to ask a caller to generate an appropriate response. A diagnostic tool is provided to diagnosis as to whether a patient has likely suffered a stroke. The diagnostic tool determines whether the patient has likely suffered a stroke based on caller-relayed information about the patient. The diagnostic tool can be launched automatically by the emergency dispatch protocol, or manually by a dispatcher. The diagnostic tool presents a user interface that provides, among other things, instructions, questions, and input fields.

Abstract: A method (10) in a speech recognition application callflow can include the steps of assigning (11) an individual option and a pre-built grammar to a same prompt, treating (15) the individual option as a valid output of the pre-built grammar if the individual option is a potential valid match to a recognition phrase (12) or an annotation (13) in the pre-built grammar, and treating (14) the individual option as an independent grammar from the pre-built grammar if the individual option fails to be a potential valid match to the recognition phrase or the annotation in the pre-built grammar.

Abstract: A method and apparatus are provided for recording a call between a client and an agent through an automatic contact distributor. The method includes the steps of the automatic contact distributor receiving a recording request from the agent, the automatic contact distributor activating a recording program, the recording program sniffing traffic within a packet telephone of the agent to detect packets exchanged between the agent and client and the recording program recording the detected packets between the agent and customer.

Abstract: A method for reducing non-value added time between calls serviced at a call center includes selectively enabling an after-call-work state that is configured to be activated during a call from a subscriber vehicle when an advisor at the call center indicates a need for the after-call-work state. If the advisor does not activate the after-call-work state during the call, then upon completion of the call, automatically setting an operator station of the advisor to a call ready state. If, however, the advisor activates the after-call-work state during the call, then upon completion of the call, the method includes activating the after-call-work state.

Abstract: The optimum number of agents necessary for contact-center jobs is dynamically calculated in accordance with actual operations. A method of making the same controllable and a computer program to realize such calculation and method are provided. A necessary number-of-people calculating means (4) theoretically calculates the necessary number of people in response to the number of calls varying from time to time and average handling time (“AHT”) for agents by using the well known Erlang C equation. Further, an operation-rate adjusting means (6) adjusts such theoretically calculated data of the necessary number of people by using a predicted operation data based on managers' practically experienced data and a control means (9) provides the calculated result to an output means (7).

Abstract: A contact center establishes a communication with a user. The communication is placed into a position in a wait queue that has other position(s) with other communication(s) that are waiting to be serviced by contact center agents. An offer is made to the user to change an amount of time to wait in the wait queue before being connected to a contact center agent. The offer can be based on a commodity such as money, frequent flyer miles, willingness to listen to an advertisement while holding, completing a survey, and the like. In response to the user accepting the offer, the position of the communication in the wait queue is changed to a different position. This allows the user to interactively adjust their wait time.

Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

Abstract: A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.

Abstract: A device includes a traffic load profile containing information for regulating rates of routing calls and a controller. The controller may be configured to access the traffic load profile, obtain network calls from a traffic load producer, and route the network calls to a system under test based on the traffic load profile.

Abstract: A system and method to assist an emergency medical dispatcher in responding to emergency calls. A computer implemented emergency medical dispatch protocol includes interrogatories for a dispatcher to ask a caller to generate an appropriate response. A diagnostic tool is provided to aid the dispatcher in gathering symptom information for a patient who may be suffering from a pandemic illness, such as a severe respiratory infection like influenza. The diagnostic tool facilitates uniform and consistent gathering of symptom information relating to a pandemic outbreak. The information may be stored and/or processed for use in monitoring and/or tracking pandemic outbreaks. The diagnostic tool can be launched automatically by the emergency dispatch protocol, or manually by a dispatcher. The diagnostic tool presents a user interface that provides, among other things, instructions, symptoms, and input fields.

Abstract: A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

Abstract: A method and system for dynamically determining a poll wherein at least a first parameter for each queue of one or more queues is maintained and a poll for each queue based upon an initial polling mode corresponding to each of the one or more queues is conducted. The polling mode comprises either a scheduled polling mode or an on-demand polling mode. Thereafter, at least a second parameter for each queue based on the poll is determined and an interval or a mode of a subsequent poll for each queue based on a comparison between the first parameter and the second parameter corresponding to each queue is scheduled. The subsequent poll is either (a) a different one of the scheduled poll and the on-demand poll, or (b) the scheduled poll having a different polling interval than the initial polling mode wherein the initial polling mode is also the scheduled poll.

Abstract: Information communication technology operable to provide users with a means for sharing information and comments is disclosed. The information communication technology provides a means for participants to place chat comments on an interactive graphic such as a dynamically rendered map that participants can track, edit and collaboratively work with in order to decide on a suitable meeting location.

Abstract: A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plurality of evaluations against criteria. The saved calls that are not retained are discarded. Each of the saved calls retained are stored as a recording identified by the nature of each call.

Abstract: A process identifies multiple campaign activation points associated with a voice-based menu hierarchy such that the voice-based menu hierarchy is accessed by multiple callers. The process continues by identifying a campaign associated with the voice-based menu hierarchy and determining a campaign value associated with the campaign. Additionally, the process determines an opt-in rate associated with the campaign and determines a likelihood that callers will reach each campaign activation point. A score associated with the campaign is then calculated for each campaign activation point.

Abstract: A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.

Abstract: Transparent caller name authentication is provided to authorized third parties by creating an Public Key Infrastructure (PKI) certificate chain. An owner of a registered caller name can authorize third parties to use the caller name by issuing a PKI sub-certificate to each authorized third party. An authenticated caller name displays the owner's name to the called party. Outsourcing and mobile employment is thereby facilitated, and called party confusion is reduced.

Abstract: A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system. The first result identifier has a value that indicates a status of the task. The first reason identifier includes information related to the first result identifier. The method also includes routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

Abstract: The invention provides a customer service response system (CSRS), that a customer service agent can selectively employ to simultaneously interact with one or more customers. When a caller places a telephone call to the customer service call center, the CSRS answers the call and plays a message to the calling party. The message may be a greeting message and may prompt the calling party for information such as a claim number. The CSRS then displays this information on a graphical user interface at the call center. The customer service agent in front of the GUI can answer the call, or can respond to the caller with a question by clicking a button on the GUI.

Abstract: A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

Abstract: A system and method for receiving information from a caller without the information being accessed by an agent handling the call. A call is received and routed to an agent, who may be remote. When predetermined information (e.g., credit card number, social security number) is to be provided by the caller, an IVR (Interactive Voice Response) unit or media server is bridged into the call. The caller's input is received by the IVR unit, but not by the agent. If the information is entered as DTMF tones, those tones may be muted or altered for the agent. The agent's voice connection may remain open, however, to receive and answer questions from the caller. If the information is provided verbally, the audio connection to the agent may be muted. The agent is signaled when the information is complete, at which time the IVR unit is disconnected and the call proceeds normally.

Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.

Abstract: An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.

Abstract: Exemplary embodiments relate to methods, systems, user devices and computer program products for providing human-assisted natural language call routing. Systems include a call interface device on an IVR system for receiving a telephone call from a caller. The system also includes a level one agent processing module for facilitating the handling of the telephone call when it is not directed by the IVR system after an initial interaction and a second interaction between the caller and the IVR system. The system further includes a level two agent processing module for facilitating the handling of the telephone call when it is not directed by the IVR system after the initial interaction and when a level two agent is available. In addition the system includes a level three agent processing module for facilitating the handling of the telephone call when a level three agent is available.

Abstract: A call services manager and methods for improving the quality and efficiency of voice of Internet Protocol (“VOIP”) calls are provided. In an embodiment a method to improve communication link utilization on a call requiring the use of a central service platform is provided. An additional method is provided to validate caller identification information exchanged between originating and terminating communication devices in an IP voice network. In a further aspect of the invention, a method using a call services manager is provided to dynamically switch from one call route to another based on quality of service considerations. A call services manager is also provided. The call services manager is a software proxy that can reside at any type of network element. The call services manager includes software modules to implement the above methods for improving VOIP quality, and can include other call service and quality improvement modules.

Abstract: Embodiments of the present invention provide a method, apparatus and system for enhancing a processing priority. The method include: acquiring a predefined processing priority which includes a first priority and a second priority; and adjusting the first priority and/or the second priority to a third priority higher than the first priority and/or a fourth priority higher than the second priority respectively according to relevant information of a subscriber. The embodiments of the present invention adjust the processing priority of service according to the relevant information of the subscriber, to make the adjusted processing priority be higher than the predefined processing priority; therefore, it can provide different subscribers with customized service information providing sequences according to their operation habits, so as to simplify the procedure for service operation, shorten the time interval for service operation, and realize the customization for service operation.

Abstract: The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).