Abstract: A system and method for providing an operator with automated calling functions allows the operator to be on the line when a customer call is placed so that a sales call can begin immediately if a customer answers the call. The system and method could be configured so that the operator can place calls automatically be selecting customers from customer call lists. The system and method may also allow the operator to cause a pre-recorded audio message to be played to a first customer, or the first customer's answering machine, while the operator proceeds to a second customer call placed over a second telephone line.

Abstract: An automated transaction processing system designed to minimize human labor comprises various automated resources and at least one live operator. A transaction such as a telephone call is divided into a number of subtransactions The live operator processes only those subtransactions that cannot be processed by an automated resource or those subtransactions for which live operator processing is desirable. An automated resource is assigned to process the remaining subtransactions. One type of automated resource resource is an audiotext address generator, which automatically recognizes whether human speech over the public switched telephone network matches textual information such as a user's name and address. The system is also capable of processing transactions in media other than telephone, including internet transactions. A method for processing internet that includes synchronizing a live operator's display to an Internet user's display is also provided.

Abstract: A method and apparatus are provided for establishing contact with clients in a call center having a plurality of agents. The method includes the steps of collecting call associated information from a plurality of abandoned calls from clients, comparing the collected call associated information with a callback criteria and calling back those clients whose call associated information meets or exceeds the callback criteria.

Abstract: The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.

Abstract: This invention relates to the automated assistance of a telephony call center agent comprising a method and system for providing dialogue suggestions to an agent during an agent caller interaction. A prior art solution provides data based on analyzed text from one or other of the conversations but does not offer any useful information based on the performance of the agent or on the state of the interaction. A method of interaction in a voice response application comprising: receiving a voice signal in a call center; identifying whether the caller or a call center agent is the originator of the voice signal; converting the voice signal into computer readable text; identifying a key word such as a confrontational phrase e.g. ‘what are you talking about’ in the converted computer readable text; and providing a different suggestion depending on whether the originator is the call agent or the caller.

Abstract: An integrated contact center capable of generating outbound calls in a plurality forms including at least one instant online communication form for instantly communicating with a customer when he is online. A priority scheme or communication forms is preset for each customer so that the contact center may try the outbound calls according to the scheme until one succeeds. The contact center detects whether the target customer is online or not before an online communication form is tried.

Abstract: A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1−W), and augmenting it by the scaled current SA.

Abstract: A system is provided for routing telephone calls between at least first and second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is placed, the dialer routes the call to a first-level hunt group. The first-level hunt group searches for an available first-level call-handling station and routes the call to the available first-level call-handling station. Once the first-level call-handling station establishes contact with the right-party, the first-level call-handling station sends a routing signal to the dialer. The dialer then routes the call to a second-level hunt group, which searches for an available second-level call-handling station. Then the second-level hunt group routes the call to the available second-level call-handling station. The first and second-level call-handling station may be at locations separate from each other.

Abstract: A technique for use in controlling the routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is generated. The script includes at least one call routing instruction of a predetermined type that refers to a variable whose value is stored externally to the script. The value of the variable is determined by the system when the system executes the script for use in determining a destination of the call.

Abstract: A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

Abstract: A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.

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.

Abstract: The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real time data via a real time interface (RTI) for each skill-set.

Abstract: A system is provided for routing telephone calls between at least first and second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is placed, the dialer routes the call to a first-level hunt group. The first-level hunt group searches for an available first-level call-handling station and routes the call to the available first-level call-handling station. Once the first-level call-handling station establishes contact with the right-party, the first-level call-handling station sends a routing signal to the dialer. The dialer then routes the call to a second-level hunt group, which searches for an available second-level call-handling station. Then the second-level hunt group routes the call to the available second-level call-handling station. The first and second-level call-handling station may be at locations separate from each other.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: A system and method of distributing outbound telephony service including voice communications over a computer network is provided. The system includes a master call center, including a computer telephony integration (CTI) system and a digital communication server, located at a first location. The system further includes at least one distributed call center, including a distributed CTI system and a digital communications server, located at at least one remote location. The system is configured to connect at least one connected party with whom voice communications are established at a distributed call center over a local telephone line and then route the voice communications to at least one call center agent interfacing the master call center over a computer network, such as the Internet. The method begins by linking a master call center to at least one distributed call center over a computer network. Next, at least one call list group is distributed to the distributed call center.

Abstract: An automated method for conducting an outdial telephone campaign, with the method comprising at least the following. At least one target telephone number is selected from a plurality of target telephone numbers, and the at least one target telephone number is dialed. A status resulting from the dialing is identified, including receiving an indicator signal, such as an SIT tone, resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal, and automatically converting the message to a text equivalent. The status is associated with the at least one target telephone number. The above steps are repeated until the outdial campaign is complete. Apparatus, systems, and computer- or machine-readable media for performing the above method are also disclosed.

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.

Abstract: A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

Abstract: A method and a telephone agent system are provided for establishing a call for conversation between telephone agents. The following steps (or units) are used: generating a message record of at least a part of the conversation between the calling telephone agent and the called telephone agents during the call; storing the message record in a database retrievable by request of the telephone agents; and transmitting information regarding the message record to a particular telephone agent who has requested it. Agreement to the message record should be declared by every telephone agent involved in the conversation.

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.

Abstract: The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Abstract: A method for handling a customer contact request over a communication network includes selecting a subset of the agents at random within a set of agents who are able to handle the request. Relative levels of workload are determined among the agents in the subset, and one of the agents in the subset to whom to assign the request is chosen so as to balance the relative levels of workload within the subset.

Abstract: A method provides customer with simple and flexible dialog control and faster access to the desired information. In response to a customer call, a control program for dialog control created with the aid of a graphical editor as a flow chart is started, once access authorization is checked. All of the computer-supported telephony (CTI) information input modules and information output modules provided within the framework of the dialog control service in question, which are subject to continuous monitoring, are simultaneously made available in parallel to the customer via a control module for controlling the resources. The customer can actively intervene in the dialog already during the welcome via the information input modules allocated to him. The dialog commences again at the place designated by the customer. The method is suitable for at least information, news and connection services which are based on very significant parallelism and which are configured for mass telephony.

Abstract: A call list update processing system including a call list controller, responsive to a source of call records, a predictive dialer, and a call list update processing system. The call list update processing system including a call list update processor, said processor including a call list update file. The call record update data including an updated call record that corresponds to a call record in the call list and a comparator. The source of call records includes a host processor and the call list update processor includes a host update file, for storing call records update data received by an agent during a telephone call with a third party until said call record update data is transmitted to said host processor by said call list update processor.

Abstract: A telephone scan-dialing arrangement includes a listener module, at least one dialing control module and at least one dialing module, each dialing module being associated with a respective modem. The listener module receives a command to initiate a scan-dialing operation in connection with a profile that identifies, inter alia, telephone numbers to be dialed and operations to be performed during each call and telephone number selection criteria, and provides the identification of the profile to the dialing control module The dialing control module obtains from the profile a set of telephone numbers to be used during the scan-dialing operation and provides the obtained telephone numbers to respective ones of the dialer modules to be dialed for a call, along with information identifying operations to be performed during the call, as each dialer module finishes its previous call.

Abstract: A system and method for transferring voice and data from an outbound call platform to an inbound call platform. The outbound and inbound call platforms are separate hardware platforms connected to a controlling device using computer telephone integration (CTI) links and connected together using one or more communication paths, such as trunks or T1 lines. If an outbound agent connected to the outbound call platform determines that an outbound call should be handled by an inbound agent connected to the inbound call platform, the outbound agent can request a transfer of that outbound telephone call. The outbound dialer then transfers the voice portion of the outbound telephone call to a predetermined extension on the inbound platform, and the inbound platform assigns a call ID to the transferred outbound call. The transferred outbound call is assigned to the appropriate ACD queue until an inbound agent is available to handle the call.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.

Abstract: A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent. An electronic workforce identifies the customer, pulls customer identification, pulls a record on the customer, provides information requested by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.

Abstract: A computer system and method for analysis and translation of Web on-line menu architectures to Interactive Voice Response (IVR) menu architectures. The system analyzes Uniform Resource Location (URL) links in HyperText Markup Language (HTML) documents that comprise the Web menus and develops corresponding IVR menus. Once the system has developed a validated IVR menu architecture, the system supports both on-line Web users and IVR users with a common set of structured information databases. The system and method also supports analysis and translation of IVR menu architectures to support Web on-line users. The common information databases contain the IVR and Web menu architectures as well as product specifications and prices.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques.

Abstract: A call processing apparatus incorporates a robust database supporting both autodialing and autoattendant functions. Incoming calls not directed to a specific telephone extension and any call to a dedicated autodialer function are answered and the caller prompted to speak the name of the desired person or department. A speech recognition platform analyzes the spoken name to provide one or more searchable text strings representing the various spellings associated with the spoken name. The database is searched to retrieve corresponding terminal address instructions such as the telephone number or extension of the named party and call routing to the address is initiated. Alternatively, in an autoattendant mode, a subscriber calls a telephone number associated with a specified service such as a hotline and is asked to identify himself by name. The speech recognition platform again provides a corresponding searchable text string used to retrieve subscriber-specific information for handling the call.

Abstract: Resolution of contention over resources (102-105) in an automatic call distribution (ACD) system (101) is effected as follows. Call attributes (202) are defined (140) for arriving calls (201), and resource attributes (222) are defined (130) for available resources (221). Rules (211) are defined (150) that match calls having particular call attributes with resources that have corresponding resource attributes. Priorities (212) are assigned to rules, comprising an initial value (213) and a time function (214) that defines how the value changes over time. Each rule preferably defines a coverage path (215) for calls, comprising one or more resource attributes (237) required of resources that can handle the call if the primary resources identified by the rule cannot handle the call in a timely manner (239). Each resource has an associated call queue (121-129).

Abstract: In accordance with the present invention, a call list update processing system is provided. The system is incorporated into a predictive dialing system, which includes a call list controller, responsive to a source of call records for establishing and storing at least one call list. Each call record includes at least one telephone number to be called. The system includes a predictive dialer, which is responsive to the call list controller for dialing the telephone numbers included in the call records in the call list. The system is used to update a call list on a periodic basis and includes, at least a call list update processor, which itself includes at least a call list update file and a comparator. The call list update file is where call record update data, which is received periodically from the source of call records, is stored. The comparator compares the call record update data stored in the call list update file with call record data stored in the stored call records.

Abstract: A method of managing a call system for a computer telephony integrated call center system, said call center system comprising two or more customer call lists for at least one business telephony application, said method comprising: retrieving customer records for the same customer from a number of call lists; and combining said customer records to form a combined call list for said customer. A plurality of combined call lists for a plurality of customers is stored in a combined call list database. When ever a call is outbound to a customer or inbound to a customer the combined list for that customer is displayed so that calls to that customer can be managed.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: A method of qualifying telephone numbers for use by one or more telephone service representatives consisting of the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: A method of and apparatus for qualifying telephone numbers for use by one or more telephone service representatives. The method includes the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative.

Abstract: A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

Abstract: The present invention provides a communications system and maintenance system for telephone contact. The present invention is designed to be a stand-alone system used in concert with computers and public telephone switches that are well known in the telephone contact industry. The present invention may, if desired, be integrated into an existing telephone contact system or host program, or, it can be made available as a stand alone product. The communication system enables the telephone service representative to transparently deliver a prerecorded voice file to a party that is consistent in voice tone, quality, energy and pitch. The communication system also provides the telephone service representative with a viewable transcript of the actual voice being transmitted to the party.

Abstract: An inbound/outbound call record processing system and method processes outbound call records for use with inbound telephone calls. The call record processing system includes a call record finder that finds outbound call records that match an inbound telephone call, for example, by searching a call record index table including a plurality of indexed call records corresponding to a plurality of outbound call records in one or more outbound call lists. One way of finding matching outbound call records is by receiving and automatically identifying a telephone number associated with the inbound telephone call and searching for an indexed call record having a searchable key field that matches the telephone number. If no records are found by searching for the telephone number, a search can be made based upon requested information provided by the calling party.

Abstract: A system is provided for routing telephone calls between at least first aid second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is placed, the dialer routes the call to a first-level hunt group. The first-level hunt group searches for an available first-level call-handling station and routes the call to the available first-level call-handling station. Once the first-level call-handling station establishes contact with the right-party, the first-level call-handling station sends a routing signal to the dialer. The dialer then routes the call to a second-level hunt group, which searches for an available second-level call-handling station. Then the second-level hunt group routes the call to the available second-level call-handling station.