Call Distribution Or Queuing Patents (Class 379/309)
  • Patent number: 10298521
    Abstract: An apparatus and method for computer telephony communications, specifically for interconnecting legacy modem devices using an analog telephone adapter (ATA). A modem connection link is established from a PSTN modem device having an ATA device that may be connected to a IP transport medium (internet), where the IP transport medium is connected to a media interface and where the media server is also connected to a PSTN modem device with full data integrity, so that there is a successful data delivery via the PSTN modem.
    Type: Grant
    Filed: July 8, 2013
    Date of Patent: May 21, 2019
    Inventor: Michael Oliszewski
  • Patent number: 9704381
    Abstract: Methods for creating high quality alarms raise EMS operator awareness to abnormal conditions in monitored assets across multiple sites in a single EMS software platform. An embodiment includes steps for accessing an alarm designer software tool that contains a library of alarm definitions and the ability to create new alarm definitions, clone and edit existing alarm definitions, lock alarm definitions and delete alarm definitions. Applicable data is defined using channel attributes identifying which channel or channels associated with the multiple monitored sites are to be evaluated for alarming conditions. The alarm frequency, trigger conditions, pending open duration, close conditions, and pending close duration are also defined. Alarms can trigger upon one or more channels' behavior over periods of time and conditional relationships between multiple channels. Close conditions for an alarm can be, but are not required to be, the resolution of the trigger conditions.
    Type: Grant
    Filed: August 25, 2015
    Date of Patent: July 11, 2017
    Assignee: GridPoint, Inc.
    Inventor: Erin Mello
  • Patent number: 9288323
    Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.
    Type: Grant
    Filed: July 7, 2014
    Date of Patent: March 15, 2016
    Assignee: Intellisist, Inc.
    Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
  • Patent number: 9258424
    Abstract: A microprocessor executable contact manager operable to determine, for selected different types of customer communication devices, a likelihood of contacting successfully a customer at a respective type of customer communication device and select, based on the likelihood, an order and/or sequence in which to contact customer communication devices of the different customer communication device types.
    Type: Grant
    Filed: May 24, 2013
    Date of Patent: February 9, 2016
    Assignee: Avaya Inc.
    Inventors: Shailesh Talapady, Vivek Bawge
  • Patent number: 9060254
    Abstract: A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.
    Type: Grant
    Filed: June 8, 2013
    Date of Patent: June 16, 2015
    Assignee: SOUNDBITE COMMUNICATIONS, INC.
    Inventors: Timothy R. Segall, Boris Greenberg
  • Patent number: 9036808
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: November 18, 2014
    Date of Patent: May 19, 2015
    Assignee: INVOCA, INC.
    Inventors: Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Patent number: 9026468
    Abstract: Systems and methods for proactively establishing a third-party payment account for services rendered to a resident of a controlled-environment facility (“CEF”). A campaign-triggering event is detected, which triggers contact of prospective third-party (“3rd-party”) payers for a resident of a CEF in order to encourage such prospective 3rd-party payers to establish 3rd-party payment accounts for the resident. In this manner, the prospective 3rd-party payers are proactively contacted prior to an expected future demand for service by the resident. A method thus comprises identifying at least one prospective third-party payer for a resident of a controlled-environment facility, and proactively contacting the identified at least one prospective third-party payer prior to demand for service by the resident to encourage the identified at least one prospective third-party payer to establish a third-party payment account for payment for future service expected for the resident.
    Type: Grant
    Filed: March 5, 2008
    Date of Patent: May 5, 2015
    Assignee: Securus Technologies, Inc.
    Inventors: Veronica Martinez, Marc Hite, Luke Keiser
  • Patent number: 8958538
    Abstract: A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a call should be transferred from the VSS to an agent based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, one or more time blocks may be provided to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.
    Type: Grant
    Filed: September 9, 2013
    Date of Patent: February 17, 2015
    Assignee: West Corporation
    Inventor: Duane Blaesi
  • Patent number: 8948369
    Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.
    Type: Grant
    Filed: June 24, 2013
    Date of Patent: February 3, 2015
    Assignee: Avaya Inc.
    Inventors: Shmuel Shaffer, Tony McCormack
  • Patent number: 8923506
    Abstract: Methods, systems, and computer-readable media consistent with the present invention manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.
    Type: Grant
    Filed: July 22, 2013
    Date of Patent: December 30, 2014
    Assignee: Allstate Insurance Company
    Inventors: Clay F. Roberts, Joseph D. Skala
  • Patent number: 8923504
    Abstract: Embodiments disclose systems and methods for requesting a communication. A method may include receiving, at a computing device, a first input that corresponds to a request for one or more phone numbers, wherein the request is associated with an account. In response to receiving the first input, the method may include the computing device selecting a phone number that is pre-associated with the account. The method may also include transmitting a call request from the computing device, wherein the call request indicates the selected phone number is to be called.
    Type: Grant
    Filed: August 5, 2013
    Date of Patent: December 30, 2014
    Assignee: The DIRECTV Group, Inc.
    Inventors: Jacopo Bracco, Carlos R. Pontual, Flover Sanchez, Ricardo Montes Torre
  • Patent number: 8917860
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: June 30, 2014
    Date of Patent: December 23, 2014
    Assignee: Invoca, Inc.
    Inventors: Robert J. Duva, Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Patent number: 8866877
    Abstract: Embodiments of the invention are directed to systems, methods and computer program products for split-screen functionality to be provided to a user device during a hold period prior to a customer-service video conference. Specifically, according to defined embodiments, the present invention provides for a first portion of split-screen includes a visual depiction of a queue of users currently awaiting a video conference with the customer-service associate. The queue allows for the user/customer to gauge how long the hold period will last. In addition to the visual depiction of the hold queue, the split screen may provide for other portions of the screen to include other information and/or functionality such as, such as information related or unrelated to the impending video conference.
    Type: Grant
    Filed: October 15, 2012
    Date of Patent: October 21, 2014
    Assignee: Bank of America Corporation
    Inventors: Matthew A. Calman, Alicia C. Jones, Elizabeth S. Votaw, Rajat Agrawal, Wanwen Han, Su Liu, Nir Rachmel, Lynn Streja, Cameron Jungeun Park-Hur, James Robert Grimsley
  • Patent number: 8837709
    Abstract: An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.
    Type: Grant
    Filed: February 21, 2013
    Date of Patent: September 16, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Stefaan Valere Albert Coussement
  • Patent number: 8824662
    Abstract: A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information about the customer and allow the session to be accurately routed within the call center. The call center may be accessed by telephone, computer, or other type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records.
    Type: Grant
    Filed: May 17, 2012
    Date of Patent: September 2, 2014
    Assignee: Rockstar Consortium US LP
    Inventor: Paul Martin
  • Patent number: 8817968
    Abstract: A message processing application may receive at least one inquiry message from a user device in the form or a text message, email or other communication message format. The message may be received and processed to identify the content of the inquiry message to determine whether the inquiry message should be transferred to a live agent or whether the inquiry message should be responded to with an automated response stored in a database.
    Type: Grant
    Filed: September 25, 2013
    Date of Patent: August 26, 2014
    Assignee: West Corporation
    Inventors: James K. Boutcher, Geetha Gopalakrishnan
  • Patent number: 8811594
    Abstract: A computing device generates a plurality of visual indications of connections made between customers and service representatives by an automated dispatcher system. The computing device further provides animations of the plurality of visual indications moving on a map between customer locations associated with the customers and service representative locations associated with the service representatives.
    Type: Grant
    Filed: September 27, 2013
    Date of Patent: August 19, 2014
    Assignee: Amazon Technologies, Inc.
    Inventors: Jason Daniel Ganzhorn, Charles Eric Dannaker, Sunitha Muthireddy, Adam Bordianu, Asem Rustum, Sippakorn Tansutthiwess
  • Patent number: 8792866
    Abstract: A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider.
    Type: Grant
    Filed: April 13, 2012
    Date of Patent: July 29, 2014
    Assignee: Virtual Hold Technology, LLC
    Inventors: Mark J. Williams, Eric I. Camulli, Larry Miner
  • Patent number: 8781105
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: February 19, 2014
    Date of Patent: July 15, 2014
    Assignee: Invoca, Inc.
    Inventors: Robert J. Duva, Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Patent number: 8767946
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: February 19, 2014
    Date of Patent: July 1, 2014
    Assignee: Invoca, Inc.
    Inventors: Robert J. Duva, Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Patent number: 8755511
    Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.
    Type: Grant
    Filed: October 31, 2013
    Date of Patent: June 17, 2014
    Assignee: Invoca, Inc.
    Inventors: Robert J. Duva, Colin D. Kelley, Jason S. Spievak, David S. Trandal
  • Patent number: 8750487
    Abstract: A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.
    Type: Grant
    Filed: August 26, 2013
    Date of Patent: June 10, 2014
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Amit Singh, Patrick Smith, Vijay Arumugam, Roopa Kotha, Fariborz Ebrahimi
  • Patent number: 8699691
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent's work flow, and/or directing work items to other resources.
    Type: Grant
    Filed: April 18, 2012
    Date of Patent: April 15, 2014
    Assignee: Avaya Inc.
    Inventors: Joylee Kohler, Robert C. Steiner, Andrew D. Flockhart
  • Patent number: 8693671
    Abstract: A communications portal for interfacing with a carrier network, a contact center, and a user is disclosed. Telecommunications links are connected to the communications portal to receive inbound calls and place outbound calls. A gateway signaling proxy containing an application server and a reverse automation subsystem is connected to the telecommunications links to recognize and store user selections, detect answer supervision, and execute scripts as configured in the user interface.
    Type: Grant
    Filed: August 24, 2012
    Date of Patent: April 8, 2014
    Assignee: Five9, Inc.
    Inventors: Lance Fried, Joseph Katz, Rick Korfin
  • Patent number: 8693675
    Abstract: A method includes receiving, at a device, a request to initiate a call with respect to a contact and a communication device associated with a caller. In a particular embodiment, the method may further include initiating presentation, at a display device, of a selectable call placement indicator to initiate the request. In another particular embodiment, the method may further include sending display data to the display device, where the display data indicates that the call has been placed to the contact.
    Type: Grant
    Filed: September 19, 2011
    Date of Patent: April 8, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Les D. Bruce, Jeffrey L. Brandt, Marc A. Sullivan, Mark B. Hubscher
  • Patent number: 8548148
    Abstract: A system and method for handling calls at one or more call centers. In an exemplary method of the invention, it may be determined whether a call should be transferred from the VSS to an agent of a call center based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, the method may include providing one or more time blocks to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.
    Type: Grant
    Filed: November 13, 2012
    Date of Patent: October 1, 2013
    Assignee: West Corporation
    Inventor: Duane Blaesi
  • Patent number: 8520830
    Abstract: A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.
    Type: Grant
    Filed: June 30, 2011
    Date of Patent: August 27, 2013
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Amit Singh, Patrick Smith, Vijay Arumugam, Roopa Kotha, Fariborz Ebrahimi
  • Patent number: 8509418
    Abstract: A system for providing a live agent with information on a telephone call has an interactive voice response (IVR) mechanism responding to a telephone call placed by a caller by providing a request signal transferred to the caller. The caller may be requested to produce a voice response indicating a purpose of the telephone call. A speech recognition mechanism processes the caller's voice response so as to produce a data signal representing a recognized voice response. A computer telephony integration (CTI) unit forwards to the live agent the telephone call from the caller, concurrently with forwarding the data signal representing the recognized voice response to a terminal for display to the live agent. The CTI unit may perform a screen popping function to display the data signal as a visual object at the terminal of the live agent. The visual object may include a text corresponding to the recognized voice response.
    Type: Grant
    Filed: September 16, 2011
    Date of Patent: August 13, 2013
    Assignee: Cellco Partnership
    Inventor: John Chadha
  • Patent number: 8503660
    Abstract: A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction.
    Type: Grant
    Filed: September 7, 2007
    Date of Patent: August 6, 2013
    Assignee: Aspect Software, Inc.
    Inventors: James Barnett, Malcom Strandberg, Robert Owens
  • Patent number: 8494122
    Abstract: Embodiments of the present invention address deficiencies of the art in respect to interactive voice response (IVR) system session management and provide a method, system and computer program product for call interruption handling in an IVR data processing system. In an embodiment of the invention, a method for call interruption handling in an IVR data processing system can include detecting a call interruption of a telephone call between a caller and an IVR system during an established IVR session for the caller. The method also can include saving state information for the established IVR session in connection with the caller in response to detecting the call interruption.
    Type: Grant
    Filed: February 28, 2012
    Date of Patent: July 23, 2013
    Assignee: International Business Machines Corporation
    Inventors: Peeyush Jaiswal, James R. Lewis
  • Patent number: 8494152
    Abstract: Methods, systems, and computer-readable media consistent with the present invention manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated attendant apparatus.
    Type: Grant
    Filed: September 7, 2006
    Date of Patent: July 23, 2013
    Assignee: Allstate Insurance Company
    Inventors: Clay F. Roberts, Joseph D. Skala
  • Patent number: 8442207
    Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.
    Type: Grant
    Filed: March 15, 2011
    Date of Patent: May 14, 2013
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
  • Patent number: 8437463
    Abstract: An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.
    Type: Grant
    Filed: September 15, 2011
    Date of Patent: May 7, 2013
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Stefaan Valere Albert Coussement
  • Patent number: 8411830
    Abstract: A system, method and computer program product for providing targeted messages to a person using telephony services by generating user profile information from telephony data and using the user profile information to retrieve targeted messages.
    Type: Grant
    Filed: November 18, 2011
    Date of Patent: April 2, 2013
    Assignee: iCall, Inc.
    Inventors: Arlo Christopher Gilbert, Andrew Muldowney
  • Patent number: 8411844
    Abstract: A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.
    Type: Grant
    Filed: December 21, 2011
    Date of Patent: April 2, 2013
    Assignee: Five9, Inc.
    Inventors: Nikolay Anisimov, Dmitry Spasibenko, Sam Shkrabov, David Van Everen
  • Patent number: 8406412
    Abstract: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.
    Type: Grant
    Filed: February 26, 2010
    Date of Patent: March 26, 2013
    Assignee: International Business Machines Corporation
    Inventors: Timothy J Bethea, Neil H Boyette, Isaac Kam-Chak Cheng, Vikas Krishna, Yolanda A Rankin, Yongshin Yu
  • Patent number: 8340274
    Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.
    Type: Grant
    Filed: December 22, 2008
    Date of Patent: December 25, 2012
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Oleg Saushkin
  • Patent number: 8311202
    Abstract: A system and method for handling calls at one or more call centers. In an exemplary method of the invention, it may be determined whether a call should be transferred from the VSS to an agent of a call center based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, the method may include providing one or more time blocks to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.
    Type: Grant
    Filed: January 14, 2009
    Date of Patent: November 13, 2012
    Assignee: West Corporation
    Inventor: Duane Blaesi
  • Patent number: 8284924
    Abstract: A method and structure for reducing customer dissatisfaction for waiting includes a queue monitoring subsystem which detects an entry of a customer into a waiting queue. A reward computing subsystem calculates a reward for the customer for being in the waiting queue, and a communication subsystem communicates the reward to the customer. At least one of subsystems is automated.
    Type: Grant
    Filed: July 25, 2006
    Date of Patent: October 9, 2012
    Assignee: International Business Machines Corporation
    Inventors: Parijat Dube, Giuseppe A. Paleologo, Laura Wynter
  • Patent number: 8280029
    Abstract: The invention provides a customer service response system (CSRS), that a customer service agent can selectively employ to simultaneously interact with one or more customers. When a caller places a telephone call to the customer service call center, the CSRS answers the call and plays a message to the calling party. The message may be a greeting message and may prompt the calling party for information such as a claim number. The CSRS then displays this information on a graphical user interface at the call center. The customer service agent in front of the GUI can answer the call, or can respond to the caller with a question by clicking a button on the GUI.
    Type: Grant
    Filed: December 21, 2000
    Date of Patent: October 2, 2012
    Assignee: Avaya Inc.
    Inventor: Peter Tavernese, Jr.
  • Patent number: 8249244
    Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.
    Type: Grant
    Filed: March 9, 2009
    Date of Patent: August 21, 2012
    Assignee: Nice Systems Ltd.
    Inventors: Jacob Naparstek, Leon Portman
  • Patent number: 8208413
    Abstract: Provided is a method for multiple-termination routing in a wireless network environment that includes an Internet Protocol (“IP”) core. The method includes receiving a call delivery request. The call delivery request is based upon intelligent network protocols and includes a called number. The call features associated with the called number are retrieved, a determination is made whether the call features include multiple-termination routing information for a plurality of potential terminating devices, wherein at least one termination to be routed utilizes Session Initiation Protocol. When the call features include the multiple-termination routing information, call setups are initiated to each of the plurality of potential terminating devices. Upon detecting a first potential terminating device to complete one of the plurality of initiated call setups, any remaining initiated call setup or setups are released.
    Type: Grant
    Filed: February 13, 2006
    Date of Patent: June 26, 2012
    Assignee: Rockstar Bidco, LP
    Inventors: Marvin Bienn, Jayshree A. Bharatia, Gary B. Stephens
  • Patent number: 8150011
    Abstract: An apparatus, method, system, and computer program product are provided for producing a geographical mapping of the status, activity, security, work-force, and other information of call centers. The systems and methods may receive call center data and call data, generate a geographical data, and display at least a portion of the geographical data.
    Type: Grant
    Filed: December 12, 2007
    Date of Patent: April 3, 2012
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: James T. McConnell, Charles V. Miller, IV, Roy D. Barrett
  • Patent number: 8139751
    Abstract: Disclosed are systems and methods to communicate information to an employee using an electronic display area. The electronic display area may include a variety of placements in an employment area, a call center, and/or a mobile device. An employer may communicate information to the employee through any or all the display areas based on attributes of the display placement, the employee, and the employee location.
    Type: Grant
    Filed: October 4, 2007
    Date of Patent: March 20, 2012
    Assignee: United States Automobile Association (USAA)
    Inventors: Leonard J. Magsamen, Jr., Polly Hillert, Brittney Chiu, Dawn Snow
  • 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: 8094804
    Abstract: The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
    Type: Grant
    Filed: September 26, 2003
    Date of Patent: January 10, 2012
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Larry J. Roybal, Robert C. Steiner
  • Patent number: 8094802
    Abstract: A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for the primary need while the contact is being serviced from a queue for a secondary need, the contact either remains at the head of the primary-need queue until the servicing at the secondary-need queue is completed, or a resource of the primary-need queue is conferenced in with the contact and the resource of the secondary-need queue so that the resources can serve both needs simultaneously.
    Type: Grant
    Filed: July 31, 2007
    Date of Patent: January 10, 2012
    Assignee: Avaya Inc.
    Inventors: Joaquin Omar Alvarado, David Bauer, Matthew O'Donnell
  • Publication number: 20110280392
    Abstract: The present invention discloses an apparatus and a method for controlling an amount of concurrent calls. The apparatus for controlling the amount of concurrent calls comprises a background processing module, a cooperation module and a core module, wherein the background processing module is arranged to provide an information configuration interface, configure a threshold for each of amounts of concurrent calls classified according to call characteristics, and send the threshold to the core module; the cooperation module is arranged to provide a variable for each of amounts of concurrent calls classified according to call characteristics and send the variable to the core module; and the core module is arranged to receive the threshold and the variable and control the cooperation module to release a current call when determining the variable is no less than the threshold.
    Type: Application
    Filed: November 26, 2009
    Publication date: November 17, 2011
    Applicant: ZTE Corporation
    Inventors: Huasheng Liang, Baiou Wang
  • Patent number: 8045700
    Abstract: A method is presented of providing voice communication, including receiving at a set-top box device a selection of a first contact, receiving data indicating that a first call has been placed to a phone associated with the first contact, and sending data to a display device coupled to the set-top box device indicating that the first call has been placed to the phone associated with the first contact. The method may further include sending data identifying the first contact and the user phone to a communication server of an Internet Protocol Television system, wherein the communication server places the first call to the phone associated with the first contact and routes the first call to the user phone.
    Type: Grant
    Filed: October 25, 2006
    Date of Patent: October 25, 2011
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Les Bruce, Jeffrey L. Brandt, Marc A. Sullivan, Mark B. Hubscher
  • Patent number: RE43205
    Abstract: The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.
    Type: Grant
    Filed: July 11, 2006
    Date of Patent: February 21, 2012
    Assignee: Aspect Software, Inc.
    Inventors: Roger Sumner, Anthony Dezonno