Abstract: System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

Abstract: A method for protecting user data during an audio interaction includes various operations performed by a processing system including at least one processor. In one example, the operations include detecting an audio signal that is part of an interaction between a user and another party, converting the audio signal into a string of text, detecting that the interaction is likely to put sensitive data of the user at risk, based on a comparison of the string of text to a library of interactions that are known to put sensitive data at risk, and sending an alert to notify the user that the interaction is likely to put the sensitive data of the user at risk, wherein the alert is sent to prevent the user from providing the sensitive data to the another party, and wherein the method is performed contemporaneously with an occurrence of the interaction.

Abstract: A method, a system, and computer readable medium comprising instructions for image capture to enforce remote agent adherence. The method comprises a first computer receiving an authentication request. The method also comprises a client component executing on the first computer detecting the authentication request and the client component, based on detecting the authentication request, causing a digital image to be captured. The method also comprises the first computer transmitting the digital image to a second computer, the second computer analyzing the digital image, and the second computer authenticating the digital image based on the analysis.

Abstract: A structure and method includes a detector to determine that a caller is waiting for service. A presentation module presents an advertisement to the waiting caller, wherein a compensation is paid to have the advertisement presented to the waiting caller.

Abstract: The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.

Abstract: Disclosed herein are systems and methods that provide for maintenance of the status of availability of call-center agents through the use of local arbitration between processes and applications that may interact with more than one resource of telephone contacts between differing activities or work for these call-center agents. Detailed information on various example embodiments of the inventions are provided in the Detailed Description below, and the inventions are defined by the appended claims.

Abstract: In one embodiment, systems and methods are disclosed for processing telemarketing calls to determine an abandonment rate (“AR”). An abandoned call exists if a telemarketing call is answered by a live person and an agent is not connected to the called party within two seconds of the called party completing their greeting. In order to comply with various federal regulations, a feedback mechanism allows feedback of the measured AR to be used by the predictive dialer to manage the AR for future calls to maximize efficiency and avoid exceeding an AR limit. In one embodiment, a speech analytics system processes audio recordings of previously made telemarketing calls and provides feedback to the predictive dialer so as to adjust a target AR rate for future calls.

Abstract: A method of routing a session from a calling party in a serving communication network of the calling party to a called party is described. The serving communication network of the calling party is distinct from a home communication network of the calling party. The method is executed by a session routing node in the serving communication network of the calling party. In order to optimize a session routing path of signaling data of the session, the method comprises receiving from the home communication network of the calling party a session routing request requesting routing the signaling data of the session to the called party via the serving communication network of the calling party, and routing the signaling data of the session to the called party via the serving communication network of the calling party based on the received session routing request.

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

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

Abstract: The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server based on an instant messaging access of a user and sending instant messaging queuing information to a Computer Telephony Integration (CTI), and initiating an instant messaging request to a seat after receiving queuing result information returned by the CTI; the CTI is used for returning the queuing result information to the Web access device according to the received instant messaging queuing information and sending a Web access service beginning message to the seat; and the seat is used for accepting the instant messaging request initiated by the Web access device according to the received Web access service beginning message and performing an instant messaging.

Abstract: The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on site support service for a device at a premise for a predetermined amount of time. The onsite support by the local technician may be limited to a subset of the tasks for resolving an issue with the device or otherwise be limited to applying a subset or scope of skills to resolving the issue. In one embodiment, the local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service. The centralized service receives an identification of the issue—the resolution of which may include a plurality of tasks. In one embodiment, each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task.

Abstract: A method and apparatus for providing enterprises with the ability to provide telecommuting virtual number to these remote workers that are consistent with the dialing plans used internally at an enterprise location are disclosed. This telecommuting virtual number is routed through a packet network, e.g., a VoIP network, to allow calls placed to and from these workers to be treated as local calls.

Abstract: A hosted list service provider (“HLSP”) provides list management services for compliance purposes. The HLSP receives electronic consent information from an enterprise that may comprise a telephone number and stores the same in at least one database, to facilitate retrieving the electronic consent information for a particular telephone number. A telephone number list is provided to a call center, which can originate calls for a calling campaign using the telephone numbers on behalf of the enterprise. After the campaign is completed, the call center may provide data to the HLSP indicating which callers have requested to opt-out, and the HLSP updates its databases appropriately. The HLSP may process the telephone number data against other databases, and may inform the enterprise of called parties that have requested a change of status. Follow up communication can occur to the called party to confirm or re-establish consent for subsequent calls.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

Abstract: In one embodiment, systems and methods are disclosed for processing telemarketing calls to determine an abandonment rate (“AR”). An abandoned call exists if a telemarketing call is answered by a live person and an agent is not connected to the called party within two seconds of the called party completing their greeting. In order to comply with various federal regulations, a feedback mechanism allows feedback of the measured AR to be used by the predictive dialer to manage the AR for future calls to maximize efficiency and avoid exceeding an AR limit. In one embodiment, a speech analytics system processes audio recordings of previously made telemarketing calls and provides feedback to the predictive dialer so as to adjust a target AR rate for future calls.

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract: A remote agent call center is functional by providing a softphone and agent bridge that allows maintaining an open telephone line to the agent's phone with or without an incoming call being connected. Incoming calls are merged into the agent bridge to allow the agent to conference with the incoming call. The softphone provides call control to allow the agent to transfer, terminate, hold, record, or the like the active call.

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

Abstract: A hosted list service provider (“HLSP”) provides list management services for compliance purposes. The HLSP receives electronic consent information from an enterprise that may comprise a telephone number and stores the same in at least one database, to facilitate retrieving the electronic consent information for a particular telephone number. A telephone number list is provided to a call center, which can originate calls for a calling campaign using the telephone numbers on behalf of the enterprise. After the campaign is completed, the call center may provide data to the HLSP indicating which callers have requested to opt-out, and the HLSP updates its databases appropriately. The HLSP may process the telephone number data against other databases, and may inform the enterprise of called parties that have requested a change of status. Follow up communication can occur to the called party to confirm or re-establish consent for subsequent calls.

Abstract: A system for (and a method of) selectively establishing communication with at least one wireless device associated with a single telephone number serving as a virtual office extension is provided. In a preferred embodiment, the system includes a wireless connect unit in communication with an enterprise private branch exchange (PBX) network. The wireless connect unit preferably serves as a gateway between the PBX and one or more remote communication devices, including at least one wireless device, associated with a virtual extension telephone number. The remote wireless device can be used as a standard PBX office telephone for both inbound and outbound telephone calls. Thus, features of the PBX network (e.g., voice mail, direct extension dialing, corporate calling plan, etc.) are available to the remote wireless device even though it is not physically connected to the PBX.

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

Abstract: The application relates to the registration of the identity of a telephone terminal in association with the identity of a computer terminal in a Computer Technology Integration environment CTI-enabled switching apparatus and a registration server interconnected by a CTI-link and a telephony link. A registration method whereby the registration is essentially achieved by using the telephony link to present PIN data inputted using the telephone terminal to the registration server and to identify the from the CTI-link the identity of the telephone terminal which presents the PIN data over the telephony link faces the problem of how to tie in the correct CLI to the correct call. This problem is solved by the application in that the port of telephony link used by the switching apparatus for the call by which the PIN data is transmitted is transmitted in combination with the CLI over the CTI-link.

Abstract: A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each inquiry.

Abstract: An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.

Abstract: Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.

Abstract: A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

Abstract: A system for (and a method of) selectively establishing communication with at least one wireless device associated with a single telephone number serving as a virtual office extension is provided. In a preferred embodiment, the system includes a wireless connect unit in communication with an enterprise private branch exchange (PBX) network. The wireless connect unit preferably serves as a gateway between the PBX and one or more remote communication devices, including at least one wireless device, associated with a virtual extension telephone number. The remote wireless device can be used as a standard PBX office telephone for both inbound and outbound telephone calls. Thus, features of the PBX network (e.g., voice mail, direct extension dialing, corporate calling plan, etc.) are available to the remote wireless device even though it is not physically connected to the PBX.

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: The invention relates to a method for supporting the mobility of a subscriber across a communication system comprising a communication terminal which is associated with a first communication device and can be registered when a log-on procedure is initiated by the input of log-on information relating to the subscriber, a second communication device for providing configuration data of the subscriber, and a packet-oriented network by which means the communication terminal is connected to the first and second communication devices. Once a successful registration has been carried out, the communication terminal is logged off the first communication device and associated with the second communication device.

Abstract: A method and apparatus are provided for operating a data protocol telephone that is used in a call for exchanging voice information between a first party human user of the data protocol telephone and a second human party to the call at least partially through the Internet.

Abstract: The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of providing the necessary response. The resources for information may be humans or automated systems, which may be configured to facilitate communications with the requestors using different types of communication technologies. Further, these resources may be associated with different skill sets, experience, or areas of expertise. Thus, the resources may provide different roles, and any given resource may provide multiple roles, in addition to facilitating communications using different mediums.

Abstract: A work-at-home telecommunication service is provided in response to receiving, from a calling party, a service-specific vertical feature code and a dialed number to initiate a call. The call is suspended and a query is sent to a service control point after receiving the vertical feature code and the dialed number. The query includes the dialed number and a calling party identification number. A response to the query is formed using the service control point by translating the dialed number to a called party identification number, and by modifying the calling party identification number to an identification number of a group associated with the calling party. The response includes the called party identification number, the calling party identification number, and a carrier identification code which identifies a telecommunication carrier for the group associated with the calling party. The call is routed to the called party using the telecommunication carrier identified by the carrier identification code.

Abstract: A work-at-home telecommunication service is provided in response to receiving, from a calling party, a service-specific vertical feature code and a dialed number to initiate a call. The call is suspended and a query is sent to a service control point after receiving the vertical feature code and the dialed number. The query includes the dialed number and a calling party identification number. A response to the query is formed using the service control point by translating the dialed number to a called party identification number, and by modifying the calling party identification number to an identification number of a group associated with the calling party. The response includes the called party identification number, the calling party identification number, and a carrier identification code which identifies a telecommunication carrier for the group associated with the calling party. The call is routed to the called party using the telecommunication carrier identified by the carrier identification code.

Abstract: A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data.

Abstract: A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the array of information to a coordination center servicing one or more contact centers; identifying at least one remotely located agent trained to receive said call; directing the call to the agent; tracking the number of calls received by the agent for said contact center and providing payroll services for the contact center; maintaining records of each customer-initiated call and providing the records to the contact center; establishing simultaneous communication between the coordination center, the agent and the contact center; monitoring the communications in the call and providing access to the contact center; and the contact center rendering assistance to the agent.

Abstract: A method for managing operators of an operator service, the network having switching offices in which the operator logs on to a central master office by virtue of the fact that the operator initiates a call linked to a virtual operator in the master office using a call number table, the request for remote logging on is transmitted from the home switching office to the master office by means of inter-office signaling after the call link has been set up, and that data which is specific to the operator service is then transmitted from the coordination processor and/or a peripheral line trunk group of the master office to the operator and loaded into its terminal.

Abstract: A method and a telecommunications network for transmitting data to subscribers of an operator service, in which, after a subscriber logs on to a remote master office, a request is transmitted from his/her coordination processor to a virtual operator in order to initiate a dialing process to the subscriber, a link setup to the subscriber is carried out via a voice channel, the data to be transmitted is then loaded in the master office from the coordination processor into a group processor, a data transmission link in the master office is set up to a peripheral line trunk group for fast data links, and the data to be transmitted is then transmitted via a data link to the switching office of the subscriber and from here to the subscriber.

Abstract: A system for realizing a home agent client function for a call center system has a home agent client 90 for remotely conducting reception processing of a call center 100 by way of an internet 2 through an internet service provider 6 for connecting a public network 1 to the internet 2, and the call center 100 has connection means for connecting a telephone set 5 to the home agent client 90 through a telephone exchange system 10 based on a reception request call to the call center 100 from the telephone set 5, and conversion means for applying two-way data conversion to voice information and control information in association with the voice information to generate an internet protocol packet.

Abstract: A virtual interactive response (VIR) system mimics and enhances interactive voice response (IVR) technology by using humans to drive the voice recognition unit (VRU) speech recognition functionality. This VIR system initiates a dialogue with the customer by prompting the customer with an initial welcoming message. Calls from a customer are initially made in a first region having high labor costs, but are then directed to an overseas location using voice over Internet protocol (VOIP) or other voice communications technology. The calls are then directed to an appropriate human agent at the overseas location who then listens to the customer's query and makes a decision on how to respond to the customer.

Abstract: The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center.

Abstract: An office call state display system includes a telephone exchange, first and second subscriber exchanges, and a display unit. First subscriber terminals are connected to the telephone exchange. Second subscriber terminals are connected to the second subscriber exchange. The first subscriber exchange is connected to the telephone exchange. The display unit is connected to the telephone exchange to display the call state of the first subscriber terminal and call states indicating busy, idle, and unmounted states of the extension telephone numbers assigned to the second subscriber terminals. The telephone exchange includes a control unit for sending, through the first subscriber terminal, a call state request signal including the representative extension telephone number and extension telephone number group information of the second subscriber terminal whose call state is to be known, and controlling the display unit on the basis of the call state information from the second subscriber exchange.

Abstract: The present invention provides a method and a system for providing a data connection between an agent and a database of a company to which a calling subscriber desires to make a contact and a speech and/or data connection between the agent and the calling A-subscriber as the A-subscriber calls to a service provider. According to the invention, the call is directed to a services switching point of an intelligent network, from which the information concerning the call called to the number is transferred to a services control point, a free agent is reserved in the services control point on basis of a table, an information is given to provide connections to the services switching point, a data connection is established from the database of the desired service provider to the agent, and a connection is established between the caller and the agent.

Abstract: A method of providing call center remote agents the ability to conduct transactions for a plurality of call center clients while providing integrated voice, data, supervisory monitoring and payroll services to both remote agent and call center client. Customer initiated inbound calls are routed through a voice switch which is dynamically controlled by a network coordinator. The network coordinator monitors a plurality of authorized remote agents signed on through computer terminals trained to process customer calls for one or more call center clients. Rather than hold a customer in a traditional call center queue until another local agent becomes available, the network coordinator selects an available and authorized remote agent to accept the call and directs the voice switch to connect the customer to the remote agent.