Abstract: The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.

Abstract: A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. 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.

Abstract: The present invention discloses an online service system capable of predicting waiting time. The service system serves the users through a queuing mode and an electronic whiteboard mode. The queuing mode comprises a queuing-user counting unit for counting number of the user entering the queuing mode, a service channel counting unit for counting number of the service channels providing service, and a waiting-time prediction unit for predicting and showing the waiting time to the queuing users. Alternatively, the queuing users can search for related information from the database through a search engine. Once the service channel is available, the queuing user can exit from the queuing mode and request for service through the electronic whiteboard mode by transmitting audio/video, picture and character data. The present invention may further provide a performance evaluation mode for the system manager's reference.

Abstract: A distributed interactive voice processing system is disclosed that distributes IVR capabilities to one or more agent terminals associated with a call center. One or more agent terminals support the traditional functions of a live agent, as well as additional IVR capabilities to support the functions of a virtual or automated agent A call management system manages the distributed IVR resources by monitoring the availability status of the live and automated IVR agents in the distributed interactive voice processing system and distributing telephone calls and other types of communications to the appropriate agents. The availability status of the automated IVR agents is based on estimated available CPU cycles on the agent terminal A received call is routed to the extension on the agent terminal associated with the selected IVR channel.

Abstract: Conversational biometrics and speech recognition are used by an IVR contact/call center during call hold to affect call handling/routing. A caller's (user's) behavioral response, such as an utterance or other spoken reaction to being put on hold by the IVR contact/call center, etc., can be recognized, captured and analyzed. Business rules analyze the caller's behavior in real time during a caller hold period. Such business rules can be fed back into the call center system and this information can be used to provide opportunities to affect routing priorities for a particular caller based upon information learned by the data that is captured and analyzed.

Abstract: The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.

Abstract: A system and method for managing requests for service from customer terminals (3, 5) via a website. A request for service is received at a queue manager (9) via a communications channel and is either passed to a service manager for processing or placed in a queue depending upon whether one or more applications associated with the service manager (17) are connected to an allowable number of customer terminals such that, where the request is placed in a queue the communications channel between the customer terminal and the queue manager is held open whilst the customer terminal is held in the queue. The invention allows a more efficient throughput of users/customers on a website.

Abstract: The present invention relates to systems and methods that predict behaviors of alerting and filtering systems based on simulation from messaging logs. By logging contextual information, such as the presence, activity, and availability of users, as well as incoming messages and their properties, forecasting services can be created that serve to provide users with an interactive “what if” capability, informing them what they might expect in terms of future behaviors of an automated message alerting and/or filtering system, based on recent messaging histories. A log of the history of incoming messages and contextual data is examined by modeling and simulation tools. The tools reveal the influence of alternate settings on the system's behavior, in response to an expected stream of incoming messages, providing users with insights about how control settings affect alerting, filtering, or routing behaviors.

Abstract: A first sales pitch appropriate for a particular telephone caller of a telephone call center may be selected by receiving a call from a caller to the telephone call center, accessing information about the caller including an indication of past misbehavior or a sales pitch preference of the caller that includes a preference not to receive one or more undesired sales pitches, and automatically selecting the first sales pitch based upon the sales pitch preference of the caller, for example, if there is no indication of past misbehavior. The call may be transferred to a human operator, and the human operator may be assisted in presenting the first sales pitch to the caller, for example, by displaying at least a portion of the first sales pitch to the human operator.

Abstract: A workforce requirement calculation device 10 accepts at least call volume in a particular period of time, an average handle time for a call by the operator, and a maximum queuing time before abandoning queuing of a call, as input parameters, initializes a number of the operators, calculates a probability of queuing of the call using the Erlang C formula based upon at least the call volume and the number of the operators, calculates a call abandonment rate as a service objective based upon at least the probability of queuing of the call and the input parameters, and calculates the workforce requirement for operators in order to meet a predetermined service objective by recurrently repeating the calculation of the probability of queuing of the call and the calculation of the call abandonment rate, with respect to an increase and a decrease in the number of the operators.

Abstract: After a client or potential client accesses the web-site of a host organization and generates an e-mail to the organization, an e-mail sorting and routing system parses the meta-tags appended to the message to appropriately sort and route the message. The meta-tags specify the language of the client, i.e., the language in which the web-site was communicating with the client when the message was generated. The meta-tags also specify the topic, e.g. a product or service, about which the message was written. This information may be input by the client or ascertained from the content or purpose of the web-page from which the e-mail was generated. The messages are then sorted, first by language and then by topic. As a result, each message is quickly routed to a person qualified as to both language and subject matter who can respond to the client.

Abstract: The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and (c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n.

Abstract: An apparatus, system, and method are disclosed for disposing of calls. The apparatus includes a call initiation module, a transfer module, and a presentation module. The call initiation module initiates a plurality of calls. The transfer module transfer a plurality of calls to at least one agent. The presentation module simultaneously presents a plurality of transferred calls to an agent for disposition.

Abstract: A method for providing call services by a call center, a call service system, and a server thereof are provided. The method includes: receiving user calls from users; determining a corresponding service sequence of each of the users in a call service queue according to a time sequence of the users calls from the users; collecting information of the users when the users are waiting for call services in the call service queue; and providing, according to the corresponding service sequence of the user in the call service queue, the call service to the user if it is the user's turn to accept the call service. Thus, the waiting time of the users is shortened, and the satisfaction degree is enhanced.

Abstract: A method and apparatus for optimizing layered service routing of a call center is provided. The method includes setting a level parameter threshold for each level group in a call queue, determining a compared call from the tail of the call queue when a new call arrives; inserting the new call after the compared call if a current level parameter of the compared call is larger than or equal to a level parameter threshold of a level group where the compared call belongs when the level of the new call is higher than the level of the compared call, and routing calls from the head of the call queue.

Abstract: Customers queuing in the contact center are provided with the option to request a ticket number. Upon a ticket number being generated for the customer, the customer may disconnect or hang up, and an absentee contact is maintained in a queuing system. This allows the customer to reconnect within a predefined period and regain a place in a queue, possibly at a more advantageous position or at the top of the queue. Alternatively, the customer may reconnect at a less favorable position, but without having to re-enter all customer details in order to be allocated to an appropriate queue.

Abstract: Methods and systems are disclosed for enabling a dynamic contact center (DCC) that leverages the assets of a business' communications systems including internal telecommunications networks, information systems, data networks, and applications, of public telecommunications networks, of public data networks, and/or of various communications devices to facilitate improved access, sharing, notification, and/or management of incoming calls and associated data of the business' call center.

Abstract: The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource 104 for serving contacts 114; at least a first set 110 of contacts 114 awaiting service by the at least one resource 104, wherein each of the contacts in the first set 110 of contacts 114 has a corresponding state 140; and a selection agent 132 operable to assign a resource 104 to serve the contact 114 when a contact in the first set 110 of contacts has a first state and not assign the resource 104 to serve the contact 114 when a contact 114 in the first set of contacts 110 has a second state that is different from the first state. A state monitor 128 can be used to change the state of a contact between the first and second states.

Abstract: A method and apparatus for routing contacts within an automatic contact distribution system having a plurality of automatic contact distributors. The method includes the steps of receiving a request for contact from a human client through a public communication system and randomly tendering the contact request to some subset of the plurality of automatic contact distributors.

Abstract: The present invention provides a telephony-accessed application system for providing a service, such as voicemail, in accordance with a switching interface such as in the ITU-T H.323 or IETF SIP recommendation. Queuing functionality is made possible in a system which employs a switch which does not support queuing. The queuing functionality is made possible by a queue means which is provided within an application means, i.e. the voicemail means itself. Consequently, the switch itself is relieved of the burden of having to keep track of the exact status of each of its ports at all times. The high-level queuing is performed at a logical level rather than at the physical level, and therefore affords a cleaner interface. Furthermore, the implementation of the queuing functions in the terminating application means allows for the use of a wider variety of intermediate switch means in a network.

Abstract: A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket dispenser coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm. 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: 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 method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a business entity or an individual. A level of skill required by the customer is determined. The level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. The call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link.

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm. In one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).

Abstract: A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

Abstract: Processing a communication received at a communications center over a communications network includes determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication. Communication is routed to an agent, from a first group of agents, when it is determined that the sender did not send previous communications to the communications center. The communication is processed by generating a report by the agent from the first group of agents. Communication is routed to an agent, from a second group of agents, when it is determined that the sender sent send previous communications to the communications center. The communication is re-processed by retrieving an existing report by the agent from the second group of agents.

Abstract: An independent calling system (ICS) used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS) with the ICS adapted to communicate with the QCS and determine a hold status of the transaction.

Abstract: Computer-implemented methods and systems for management of real-time and historical data for multiple call centers in which real-time and historical data are received electronically from a plurality of call center sites and displayed simultaneously for each of the plurality of call center sites on a single display screen in a separate call center site column for each call center and integrated and displayed for all of the plurality of call center sites in a separate division column on the single display screen.

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract: A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Abstract: A method for routing calls of an automatic call distributor system includes receiving a call from a caller requesting connection with an agent and providing the caller with an option to commit to a predetermined time limit for the call time. The method also includes assigning a higher priority to the call, in response to the caller committing to the predetermined time limit.

Abstract: A system and method is provided for detecting a hold status in a transaction between a waiting party and a queuing party. The system is adapted to use a preexisting cue profile database containing cue profile for a queuing party. A preexisting cue profile may be used for detecting a hold status in a call between a waiting party and a queuing party. The cue profile of the queuing party may include audio cues, text cues, and cue metadata. The transaction may be a telephone based, mobile-phone based, or internet based.

Abstract: Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Abstract: One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerings. The CTI server is located outside the customer premises for the various outlets. The method further includes receiving a call directed to one of the outlets and using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party. The customer profile is based on previous orders. The method further includes queuing the call within the network if it is determined that the outlet is unable to currently service the call, and forwarding the call to the outlet to process the call. The CTI server uses the customer profile for providing priority call handling treatment for loyal customers.

Abstract: A method is disclosed that enables the proper treatment of a queued call by a call center, or other data-processing system capable of queuing calls, in which the calling terminal of the queued call has been put on hold by its user. The call center is able to detect the terminal being put on hold by monitoring for a SIP re-INVITE request, in which the session description signifies an on-hold condition. When it is determined that the calling terminal is on hold, the call center modifies its treatment of the queued call. For example, the call center might freeze the call's position in the queue until the calling party takes the phone off of hold. As another example, the call center might allow the call to work its way to the top of the queue, with the terminal on hold, and then maintain the call's position at the top of the queue until a service agent is available.

Abstract: A system and method for data attachment to live call transfers allows the call recipient to attach data to a call, unbeknownst to the caller, and transfer the call and the data to a second recipient. Attached data can be subsequently retrieved, viewed, modified or deleted by the second recipient. The attached data remains with the call as it transferred about a businesses communication system for display at recipient endpoints.

Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine inappropriate threats made during a telephonic communication.

Abstract: Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.

Abstract: The invention pertains to a system and method of interactive queue management through public communication networks. Interactive queue management allows business or automated systems to easily and efficiently interact with waiting individuals in any queue through the individuals' preferred communication device, e.g., telephone, mobile phone, smart phone, wirelessly enabled PDA or handheld computer. In one embodiment this invention allows people to hold their place in a queue by proxy of their telephone or mobile phone number. An individual will provide their phone number to the interactive queuing system; the system will retain the phone number and other pertinent information about the individual, communicate via voice, wireless messaging, or other means with the individual, and collect the input from the individual. Key components of the system include a queue client system, a queue management and server system, an Interactive Voice Response (IVR) system, and a wireless messaging infrastructure system.

Abstract: A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for the primary need while the contact is being serviced from a queue for a secondary need, the contact either remains at the head of the primary-need queue until the servicing at the secondary-need queue is completed, or a resource of the primary-need queue is conferenced in with the contact and the resource of the secondary-need queue so that the resources can serve both needs simultaneously.

Abstract: The present invention relates to a method for assisting in reducing the queue length in public and private waiting areas such as government organizations or quasi government organizations or private sector organizations or individuals or group of individuals wherein the method is based on the concept of providing to the customer data which would enable him to take decision that would either reduce the queue length at the service provider's end and/or reduce his waiting time and/or reduce the customer service cost and/or enhance the customer satisfaction.

Abstract: A method of adjusting music length to expected waiting time while a caller is on hold includes choosing one or more media selections based upon their play duration and matching the selection(s) to the expected waiting time.

Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.

Abstract: A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.

Abstract: According to at least one embodiment of the present invention, a method and apparatus are provided for enabling a caller on hold to listen to one or more ongoing calls. The method includes receiving an incoming call, determining a subject category and at least one keyword associated with the incoming call, and determining an ongoing call based on the subject category and the at least one keyword. In one embodiment, keywords associated with calls may be stored in a database.

Abstract: The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.

Abstract: A method, system and program for entering a prospective caller in a call queue, specifically to a selection of methods and systems allowing a caller to enter a call queue utilizing an untethered form of communication based on information conveyed over a network that does not originate from a telephone or softphone. A prospective caller, who would normally use a telephone to call and enter a call queue, can do so with other means over the network, such as Instant Messaging, E-Mail, SMS, etc. When the system receives such a request, it is placed in the appropriate call queue and handled in manner similar to a call made from a telephone, not requiring the caller to hold on the telephone while in the queue.