Overflow (e.g., Queue-to-queue, Acd-to-acd) Patents (Class 379/266.04)
  • Patent number: 9020121
    Abstract: A method, apparatus, and system are provided for sharing data between devices. As an example, a method for exchanging information between a phone and at least one other device includes: obtaining from a remote server a unique identifier that uniquely identifies the phone; establishing a session ID (identifier) between the phone and the other device via first communication channel; and communicating data from the phone to the remote server via a second communication channel along with the session ID, wherein the other device is configured to access the data from the remote server using the session ID.
    Type: Grant
    Filed: July 16, 2012
    Date of Patent: April 28, 2015
    Assignee: Google Inc.
    Inventor: Sanjeev Dhanda
  • Patent number: 8948367
    Abstract: A switching system that receives communications over a trunk incoming from a communications network and routes them to its subtending communications terminals responds to a stimulus, such as actuation of an actuator, by either (a) returning all of the communications that it receives on the incoming trunk at least subsequently to the stimulus to the network over a trunk outgoing to the network with instructions directing the network to redirect the returned communications to a second switching system for routing to communications terminals served by the second system, or (b) routing all of the communications that it receives on the incoming trunk at least subsequently to the stimulus to the second switching system over a trunk outgoing to the second switching system for routing to the communications terminals served by the second switching system.
    Type: Grant
    Filed: August 19, 2008
    Date of Patent: February 3, 2015
    Assignee: Avaya Inc.
    Inventor: Kenneth Wnuck
  • Patent number: 8908855
    Abstract: Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured.
    Type: Grant
    Filed: October 21, 2013
    Date of Patent: December 9, 2014
    Assignee: Amazon Technologies, Inc.
    Inventors: Eric Chunyi Chou, Terrence M. Skemer, Jagwinder Singh Brar, Zachary L. Yeager
  • Patent number: 8832307
    Abstract: When a connection control device determines that the connection control device is in a congested state, based on whether a usage of at least one of hardware resources necessary for call processing to establish a call connection is equal to or more than a predetermined threshold value, the CPU of the connection control device forcefully disconnects an established call connection after a connection available time elapses, and, when an INVITE message is transmitted from a terminal device, the CPU of the connection control device receives the INVITE message, calculates the wait time, creates and transmits a response message stating the wait time, and stores the message as a reserved call on a reservation list.
    Type: Grant
    Filed: August 15, 2007
    Date of Patent: September 9, 2014
    Assignee: Fujitsu Limited
    Inventors: Tomoyuki Furutono, Junji Tagane, Akio Koga, Ryuji Oda, Masahiro Tanaka, Kaori Chigusa, Minoru Nishida, Norimichi Hiroshige, Ryuji Fukuhara
  • Patent number: 8611526
    Abstract: The disclosure provides a CTIEX, system and method for implementing channel associated data transmission between an agent and an automatic service, wherein the CTIEX comprises a message module and a processing module; the message module receives a channel associated data request message transmitted by a cross-platform automatic service and transmits the channel associated data organized by the processing module to the cross-platform automatic service; the processing module is configured to analyze a call serial number in the channel associated data request message received by the message module to search out agent-associated information and organize channel associated data. The disclosure is capable of implementing channel associated data transmission between an agent and a cross-platform automatic service.
    Type: Grant
    Filed: April 21, 2010
    Date of Patent: December 17, 2013
    Assignee: ZTE Corporation
    Inventors: Xianbin Chen, Wenyuan Wang
  • Patent number: 8594310
    Abstract: A method may include receiving, at a first call center, a call from a caller, forwarding the call to an agent workstation and determining that the call must be transferred. The method may also include providing, at the agent workstation, a user interface identifying a number of items associated with possible reasons for the call and receiving, via the user interface, input selecting one of the items. The method may further include appending information to the call based on the received input and forwarding the call with the appended information to a network device associated with a number of call centers.
    Type: Grant
    Filed: December 9, 2010
    Date of Patent: November 26, 2013
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant B. Desai, Juan Vasquez
  • Patent number: 8577018
    Abstract: This disclosure relates to using agent queues for a contact center. An agent queue profile includes parameters to configure an agent queue for each agent that is assigned to the agent queue profile. An agent queue profile manager is programmed to assign a given agent to the agent queue profile to define a corresponding agent queue for the given agent. The agent queue profile manager can also define parameters for the agent queue profile. A distribution module can control distribution of a transaction in the corresponding agent queue based on rules and can control handling of the transaction in the corresponding agent queue based on the agent queue profile.
    Type: Grant
    Filed: March 18, 2011
    Date of Patent: November 5, 2013
    Assignee: Shoretel, Inc.
    Inventors: Gal Ben-Yair, Venkatakrishnan Raman
  • Patent number: 8565407
    Abstract: An organization conducting transactions with customers may employ a private computer network to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured.
    Type: Grant
    Filed: November 23, 2009
    Date of Patent: October 22, 2013
    Assignee: Amazon Technologies, Inc.
    Inventors: Eric Chunyi Chou, Terrence M. Skemer, Jagwinder Singh Brar, Zachary L. Yeager
  • Patent number: 8526596
    Abstract: A method is provided for operating a directory assistance system having a plurality of different network elements operating on different protocols. The method includes receiving, at a first network element, operating on a first operating protocol, an incoming directory assistance call from a caller. A universal call identifier data is then assigned to the call. The call is then transmitted to a second network element, operating on a second operating protocol, wherein the same universal call identifier is accepted by the second network element. A record is generated of the exchange of the call between the first and second network elements based on the assigned universal call identifier data.
    Type: Grant
    Filed: January 7, 2010
    Date of Patent: September 3, 2013
    Assignee: Grape Technology Group, Inc.
    Inventors: Michael Bates, Xavier Riley
  • Patent number: 8473624
    Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.
    Type: Grant
    Filed: July 21, 2010
    Date of Patent: June 25, 2013
    Assignee: Nice Systems Ltd.
    Inventors: Beeri Mart, Moshe Wasserblat, Oren Lewkowicz, Hadas Liberman Ben-Ami, Omer Gazit, Zohar Tsfoni, Stas Margolis, Ronit Ephrat
  • Patent number: 8411843
    Abstract: The present invention, in one embodiment, is directed to an agent available notifier 250 that (a) receives a request from the first customer, but not from the second customer, to be notified when the first contact is eligible for servicing by a selected resource so that the first customer is free to perform a desired activity and (b) in response to the first customer's request, provides the first customer with a selected notification that the first contact is eligible for servicing, wherein the second customer is not provided with the selected notification when the second contact is eligible for servicing.
    Type: Grant
    Filed: October 4, 2005
    Date of Patent: April 2, 2013
    Assignee: Avaya Inc.
    Inventors: Shaiju Kurian Cyriac, Diana Messano D'Angelo, Sreerupa Das, Bruce Wallace Hill, William Curtis Leck
  • Patent number: 8370480
    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.
    Type: Grant
    Filed: December 27, 2007
    Date of Patent: February 5, 2013
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Herbert Willi Artur Ristock, Sergey I Fedorov
  • Patent number: 8254556
    Abstract: The present invention is a call routing system for use in directory assistance. The call routing system employs a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device. The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.
    Type: Grant
    Filed: December 29, 2003
    Date of Patent: August 28, 2012
    Assignee: Grape Technology Group, Inc.
    Inventors: Christine Baumeister, Michael Bates, Robert Pines
  • Patent number: 8229090
    Abstract: A method includes receiving a telephone call at a network device and forwarding the telephone call to a proxy device. The method also includes forwarding the telephone call, from the proxy device, to a first voice portal and determining that telephone call should be transferred to a second voice portal. The method further includes forwarding, by the first voice portal, a transfer request to the network device and forwarding, by the network device, the telephone call to a second voice portal.
    Type: Grant
    Filed: April 17, 2007
    Date of Patent: July 24, 2012
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Parind S. Poi, Prashant B. Desai, Mayuresh M. Hegde, Juan M. Vasquez, Santosh M. Bijur
  • Patent number: 8229101
    Abstract: A method of measuring server performance includes recording a time of queuing a request by a client for primary resources managed by the server; recording an estimated wait time for responding to the request for primary resources; recording a time of service for the request for primary resources; and calculating a punctuality metric of the request for primary resources by subtracting the difference between the time of service and the time of queuing from the estimated wait time. The punctuality metric is representative of the performance of the server.
    Type: Grant
    Filed: September 30, 2004
    Date of Patent: July 24, 2012
    Assignee: Virtual Hold Technology, LLC
    Inventor: Mark J. Williams
  • Patent number: 8189761
    Abstract: A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.
    Type: Grant
    Filed: March 15, 2007
    Date of Patent: May 29, 2012
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Mohammed I. Darwish
  • Patent number: 8139734
    Abstract: A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system.
    Type: Grant
    Filed: September 24, 2007
    Date of Patent: March 20, 2012
    Assignee: International Business Machines Corporation
    Inventors: Sheri G. Daye, Peeyush Jaiswal, Naveen Narayan, Fang Wang
  • Patent number: 8102991
    Abstract: A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.
    Type: Grant
    Filed: September 9, 2004
    Date of Patent: January 24, 2012
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Joseph F. Khouri, Gebran G. Chahrouri, Labhesh Patel
  • Patent number: 8085926
    Abstract: A call flow staffing estimation tool that includes: generating a staffing impact chart that indicates, in a visually indicated display, an expected difference between call volume and available agents for a plurality of time intervals in a future period of time based on a plurality of inputs, the plurality of inputs including: historical call volume data to a call center, a prospective schedule of agents servicing the call center, and an average handing time of calls to the call center by the agents, wherein historical call volume data which is skewed data is ignored and predetermined representative data is substituted for the skewed data; providing a variable table having a plurality of variables, each variable including a scaling value that modifies at least one of the plurality of inputs used in generating the staffing impact chart; selectively changing, by a user, at least one of the variables in the variable table; and immediately updating the staffing impact chart to reflect modified expected differences
    Type: Grant
    Filed: June 28, 2006
    Date of Patent: December 27, 2011
    Assignee: International Business Machines Corporation
    Inventors: James N. Boughton, Salvatore Cino, Charles R. Simmons
  • Patent number: 7970117
    Abstract: A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
    Type: Grant
    Filed: July 18, 2005
    Date of Patent: June 28, 2011
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Shantanu Sarkar, Labhesh Patel, Aaron Tong, Martin R. Eppel
  • Patent number: 7945278
    Abstract: A one-to-multitude group communication method and group communication system enabling a user of each communication terminal to predict transmission permission and a communication terminal used in this one-to-multitude group communication system, where when a communication terminal requests the transmission permission from a communication management system, the information concerning communication terminals waiting for transmission permission in the communication system is provided from the communication management system to all communication terminals and this information is displayed on a display part of each communication terminal. Due to this, each communication terminal can determine communication terminals waiting for the transmission permission in the communication system, therefore, even if transmission is not permitted at a point of time when it issues the request, it can predict how long it must wait for obtaining the transmission permission.
    Type: Grant
    Filed: July 28, 2006
    Date of Patent: May 17, 2011
    Assignee: Kyocera Corporation
    Inventor: Zhuan Shen
  • Patent number: 7801295
    Abstract: A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.
    Type: Grant
    Filed: May 10, 2005
    Date of Patent: September 21, 2010
    Assignee: Cisco Technology, Inc.
    Inventors: Labhesh Patel, Johnny H. Lee, Fadi R. Jabbour, David C. Lee
  • Patent number: 7796552
    Abstract: Systems and methods are provided to facilitate efficient communications handoff for access terminals in a wireless network. In an aspect, a method to handoff communications in a wireless network is provided. The method includes decoding assignment messages from one or more sectors in an active set and performing an access terminal handoff based at least in part on the active set.
    Type: Grant
    Filed: May 4, 2006
    Date of Patent: September 14, 2010
    Assignee: QUALCOMM Incorporated
    Inventors: David Jonathan Julian, Avneesh Agrawal, Edward Harrison Teague
  • Patent number: 7660406
    Abstract: Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.
    Type: Grant
    Filed: September 29, 2006
    Date of Patent: February 9, 2010
    Assignee: Verint Americas Inc.
    Inventors: Jason Fama, Uri Peleg, Simon Shvarts, Mike Bourke, James Gordon Nies, Vinod Prabhu
  • Patent number: 7630487
    Abstract: A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.
    Type: Grant
    Filed: April 26, 2005
    Date of Patent: December 8, 2009
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Mohammed I. Darwish, Labhesh Patel
  • Patent number: 7505578
    Abstract: Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.
    Type: Grant
    Filed: August 28, 2003
    Date of Patent: March 17, 2009
    Assignee: Nortel Networks Limited
    Inventors: Liam Mannion, Seamus Hayes, Donald McNelis, Paul Kelly
  • Patent number: 7430290
    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.
    Type: Grant
    Filed: October 23, 2003
    Date of Patent: September 30, 2008
    Assignee: Telefonaktiebolaget LM Ericsson (Publ)
    Inventor: Zhongwen Zhu
  • Patent number: 7231032
    Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDO connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced.
    Type: Grant
    Filed: March 22, 2006
    Date of Patent: June 12, 2007
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Igor Nevman, Alec Miloslavsky
  • Patent number: 7130793
    Abstract: When it is determined that a sample queue exceeds a first predefined level, samples being received from a IP switched network are modified such that samples are removed within the voiced region of the samples by removing whole pitch periods of samples. If the sample queue is below a second predefined number, additional samples are placed into the queue by analyzing voiced samples from the IP switched network and generating additional pitch periods of samples.
    Type: Grant
    Filed: April 5, 2002
    Date of Patent: October 31, 2006
    Assignee: Avaya Technology Corp.
    Inventors: Norman C. Chan, Sharmistha Sarkar Das
  • Patent number: 7095843
    Abstract: A method and apparatus are provided for forwarding messages among peripherals of an automatic call distributor. The method includes the steps of forming a message table in a first peripheral of the automatic call distributor and forwarding a message from the first peripheral to a second peripheral of the automatic call distributor based upon a content of the message table.
    Type: Grant
    Filed: February 9, 1999
    Date of Patent: August 22, 2006
    Assignee: Rockwell Electronic Commerce Technologies, LLC
    Inventor: Anthony J. Dezonno
  • Patent number: 7020264
    Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced.
    Type: Grant
    Filed: September 13, 2000
    Date of Patent: March 28, 2006
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Igor Neyman, Alec Miloslavsky
  • Patent number: 7016485
    Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.
    Type: Grant
    Filed: July 28, 2004
    Date of Patent: March 21, 2006
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Yuri Shtivelman
  • Patent number: 7012996
    Abstract: A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.
    Type: Grant
    Filed: May 21, 2003
    Date of Patent: March 14, 2006
    Assignee: Intervoice Limited Partnership
    Inventor: Michael J. Polcyn
  • Patent number: 6876952
    Abstract: One or more queues store data information such as packets or data flows for later transmission to downstream communication devices. A real-time clock tracks current time and an advancement of a moving time reference, which is displaced with respect to the current time of the clock by an offset value. Thus, as current time advances, the moving time reference also advances in time. Upon servicing a queue, a time stamp associated with the serviced queue is also advanced in time. To monitor a rate of outputting data from the one or more queues, a processor device at least occasionally adjusts the offset value so that the moving time reference and values of the time stamps advance in relation to each other. Consequently, by tracking a relative time difference between current time of the real-time clock and a relative advancement of time stamps, a rate of outputting data information from the queue is monitored over time.
    Type: Grant
    Filed: April 30, 2003
    Date of Patent: April 5, 2005
    Assignee: Cisco Technology, Inc.
    Inventors: Christopher J. Kappler, Gregory S. Goss, Scott C. Smith, Achot Matevossian
  • Patent number: 6873699
    Abstract: A network linkage type private branch exchange system including a plurality of private branch exchanges, a plurality of telephone network interfaces for relaying data between a plurality of telephone networks and each private branch exchange, a plurality of terminal devices such as an extension for transmitting the data between the respective private branch exchanges and a plurality of operators, a plurality of computers each connected to each private branch exchange for conducting predetermined processing based on the data, and a data communication line to which each private branch exchange is connected, in which each private branch exchange transmits data to a computer connected to an arbitrary private branch exchange other than the private branch exchange in question through the data communication line.
    Type: Grant
    Filed: April 24, 2001
    Date of Patent: March 29, 2005
    Assignee: NEC Corporation
    Inventor: Tatsuya Miyauchi
  • Patent number: 6847713
    Abstract: Apparatus and method for performing a recoverable routing of calls using an automatic call distributor to avoid loss of calls at busy agent terminals. Switching equipment receives incomind calls and issues a routing request to a server. In response, the server returns the address of a queue to receive and hold the calls. Intermediate telephones are “punched into” the queue for receiving the calls from the queue, and the server detects transfer of calls to the intermediate telephones in order to obtain control of the calls. The server performs a consultative transfer of the calls from the intermediate telephones to agent terminals so that, if an agent terminal is busy, the server may transfer the call back to the switching equipment in order for the call to be rerouted.
    Type: Grant
    Filed: August 5, 2002
    Date of Patent: January 25, 2005
    Assignee: Cisco Technology, Inc.
    Inventors: Simon Cutting, Raechel Crosby
  • Patent number: 6845155
    Abstract: In an arrangement where calls are directed to different call centers, each call center based on selected metric measures determines whether an incoming call is an “overflow” call to be rerouted to an alternate call center. These metric measures may include, e.g., the number of operators in the call center answering calls, the number of calls in queue to be answered, etc. Once an overflow call is identified, the call center reserves an outbound communication channel in anticipation of rerouting the call, and transmits a call rerouting request to a call routing server. In accordance with the invention, the server identifies an appropriate alternate call center for receiving the overflow call, and communicates routing information including an identity of the alternate call center to the overflow call center. The latter based on the received routing information transfers the call to the appropriate alternate call center.
    Type: Grant
    Filed: May 21, 2001
    Date of Patent: January 18, 2005
    Assignee: Metro One Telecommunications, Inc.
    Inventor: Nicholas J. Elsey
  • Patent number: 6823062
    Abstract: A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of each queue, and increments each received EWT by a product of the AAT and the number of calls sent to that queue during the network delay time. Between polls, each time that an AAT period expires, its corresponding EWT is decremented by the AAT (but not below zero). When a call is received for processing by a skill/split, the router sends it to the skill/split queue that presently has the shortest EWT, and increments that EWT by the corresponding AAT.
    Type: Grant
    Filed: June 19, 2002
    Date of Patent: November 23, 2004
    Assignee: Avaya Technology Corp
    Inventor: Garry Duane Kepley
  • Patent number: 6801620
    Abstract: A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to and from an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue. Advantageously, the caller can link to ACD Agents from multiple companies by accessing an ACD Network.
    Type: Grant
    Filed: June 21, 2001
    Date of Patent: October 5, 2004
    Assignee: Lucent Technologies Inc.
    Inventors: David B. Smith, Matthew Richard Smith
  • Patent number: 6788780
    Abstract: In a communication apparatus for a communication network, a call distribution unit distributes calls that come in for the communication network to a corresponding switching equipment unit, which is provided for accepting the calls and for forwarding the calls. The switching equipment unit comprises a different control unit, whereby a first type of control unit is responsible for calls of lower priority and a second type of control unit is responsible for calls of higher priority. When a corresponding interrogating key is operated, the calls of higher priority that are pending at the second control unit are accepted, whereas calls of lower priority that are pending at the first control unit are only accepted when calls of higher priority are not pending at the second control unit when corresponding call acceptance units are operated.
    Type: Grant
    Filed: September 6, 2000
    Date of Patent: September 7, 2004
    Assignee: Siemens Aktiengesellschaft
    Inventor: Helmut Kienberger
  • Patent number: 6788781
    Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.
    Type: Grant
    Filed: November 12, 1999
    Date of Patent: September 7, 2004
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Yuri Shtivelman
  • Patent number: 6775371
    Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fulfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request.
    Type: Grant
    Filed: July 22, 2002
    Date of Patent: August 10, 2004
    Assignee: Metro One Telecommunications, Inc.
    Inventors: Nicholas J. Elsey, Michael T. Samudio, Timothy A. Timmins
  • Patent number: 6763093
    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.
    Type: Grant
    Filed: December 14, 2000
    Date of Patent: July 13, 2004
    Assignee: Nortel Networks Limited
    Inventor: John E. Lumsden
  • Patent number: 6754334
    Abstract: An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.
    Type: Grant
    Filed: May 12, 2003
    Date of Patent: June 22, 2004
    Assignee: Virtual Hold Technology, LLC
    Inventors: Mark J. Williams, Gregory A. Nightingale
  • Patent number: 6711255
    Abstract: The distribution of calls to directory inquiry centers is concentrated in a server which reduces the traffic between the centers. For a given center, the server cyclically determines a forecast waiting time of the calls as a function of an average waiting time per call which it estimates for the given center, and compares the forecast waiting time with two thresholds so as to decide to route the calls to the given center or to another, less heavily loaded, inquiry center, and with two other thresholds so that the given center accepts calls from other, more heavily loaded centers, or refuses them if it is itself saturated.
    Type: Grant
    Filed: August 21, 2001
    Date of Patent: March 23, 2004
    Assignee: France Telecom
    Inventors: Vincent Berrondo, Daniel Stern, Prosper Chemouil
  • Patent number: 6650748
    Abstract: The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link.
    Type: Grant
    Filed: April 13, 1998
    Date of Patent: November 18, 2003
    Assignee: Avaya Technology Corp.
    Inventors: Thomas J. Edwards, Norman J. Donaghue, Jr., Denny Y. Fung, Steven J. Goldsmith
  • Patent number: 6643366
    Abstract: In private telecommunication networks offering a call completion on busy link service, if a call request cannot be completed because of congestion of a link, and if setting up the call entails an overflow to the public network, the rights of the user may not be sufficient for subsequent completion of the call. To prevent this service being offered to a user whose rights are insufficient to enable subsequent call completion, because of the overflow, costs are assigned to the various links of the private network as a function of the overflows and access to the call completion on busy link service is monitored as a function of the rights of the user and the minimum total cost of completing the requested call. This prevents users with insufficient rights being queued indefinitely waiting for the call completion on busy link service.
    Type: Grant
    Filed: July 28, 1999
    Date of Patent: November 4, 2003
    Assignee: Alcatel
    Inventors: Cao Thanh Phan, Daphné Bienvenu
  • Patent number: 6625275
    Abstract: A private branch exchange system facilitates the expansion of extension telephones and extension groups, and can quickly transfer an overflow call from extension telephones supported by one private branch exchange (“PBX”) to an extension telephone supported by another PBX. The PBX system is formed such that a plurality of PBXs connected to telephone network and connecting a plurality of extension telephones are composed a PBX with communication line. Each PBX queues an incoming call arriving through telephone network in reception sequence queue common to the overall PBX network. Each PBX scans the distribution sequence queue common to the overall PBX network to select an optimal extension telephone.
    Type: Grant
    Filed: April 20, 2000
    Date of Patent: September 23, 2003
    Assignee: NEC Corporation
    Inventor: Tatsuya Miyauchi
  • Patent number: 6522743
    Abstract: A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.
    Type: Grant
    Filed: April 26, 1999
    Date of Patent: February 18, 2003
    Assignee: e-talk Corporation
    Inventor: Michael D. Hurd
  • Patent number: RE40935
    Abstract: In private telecommunication networks offering a call completion on busy link service, if a call request cannot be completed because of congestion of a link, and if setting up the call entails an overflow to the public network, the rights of the user may not be sufficient for subsequent completion of the call. To prevent this service being offered to a user whose rights are insufficient to enable subsequent call completion, because of the overflow, costs are assigned to the various links of the private network as a function of the overflows and access to the call completion on busy link service is monitored as a function of the rights of the user and the minimum total cost of completing the requested call. This prevents users with insufficient rights being queued indefinitely waiting for the call completion on busy link service.
    Type: Grant
    Filed: November 4, 2005
    Date of Patent: October 13, 2009
    Inventors: Cao Thanh Phan, Daphné Bienvenu