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.

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.

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

Abstract: The present invention 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.

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.

Abstract: A method for regulating a call placement rate (CPR) of an autodialer (AD) (100) includes: measuring a time delay between a first event and a second event; and, adjusting the CPR of the AD (100) in response to the measured time delay.

Abstract: A system and method for servicing a caller at a contact center includes a plurality of call centers, each including an automatic call distributor (ACD), and an emergency response system that issues an emergency notification signal to the ACD of a call center in response to an emergency condition affecting the call center. In response, the ACD of the call center informs callers of the emergency condition, and then performs a bulk transfer of each of the active calls from the call center to one or more other call centers. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract: A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to agents at various call center sites. In one embodiment, a call routing system may comprise a web application server, a caller server, and a call center server. A method for distributing a call from a caller to a call center site may comprise collecting a first dataset relating to the call from the caller, queuing the call based on the first dataset, collecting a second dataset from the call center site, and routing the call to the call center site based on the first and second datasets.

Abstract: A method and system for managing requests in a hold queue and the responses thereto are described. By providing a management system for handling requests in a call queue, a requesting party may be free to perform other tasks while waiting for a response. In addition, the management system may modify request priority independently of a party receiving the request. The method and system may further facilitate the entry of request related information by implementing an information database. The flexibility of a receiving party in responding to a request may also be enhanced through a greater selection of response options. The management system and method may further provide automatic backup and secondary options if a receiving party's first option is unfeasible.

Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.

Abstract: An on-hold interface system is disclosed. According to one embodiment, the system includes an interactive voice response system for providing a plurality of audio signals to a telecommunications device of a calling party, wherein the calling party has been placed on-hold. The system also includes a server for checking accessibility of a network connection of a network device, wherein the network device is associated with the telecommunications device of the calling party. The system also includes an enhanced on-hold interface system for providing a plurality of signals to the network device. In addition, the system includes an automatic call distributor for receiving a signal indicating the accessibility of the network connection of the network device, and for instructing the enhanced on-hold interface system and the interactive voice response system to provide the plurality of signals to the network device and the telecommunications device based the accessibility of the network connection.

Abstract: In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.

Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

Abstract: The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

Abstract: A method for handling contact center requests can include the step of identifying a contact center request and a resource type to handle the request, where a resource of the resource type can be selected from a multitude of contact center resources. The contact center resources can include at least one enterprise resource and at least one provider resource. The request can be handled using the selected resource.

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A call center includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for producing status signals indicative of the progression of the agent through the script. A predictive dialling system receives status signals from each agent station and predicts from the status signals and statistical information regarding the number of calls previously made, how many new calls should be dialled to enable agents who have finished their previous call by the time the calls are answered to take the new calls.

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

Abstract: A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

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

Abstract: A method of providing information to a user in a telephone interactive system includes receiving a new call. A comparison is then made between an identifier associated with the new call with stored call information pertaining to previous calls. If the identifier associated with the new call matches an identifier associated with a previous call, a subsequent action taken in the new call is based on context information stored from the previous call.

Abstract: A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network; providing an internal UI accessible by call-center customer service representatives (CSRs); retrieving from databases and displaying information on the internal and external UIs; automatically storing information entered via the internal UI and information entered via the external UI in the databases; and receiving and automatically processing instructions entered via the internal UI and instructions entered via the external UI. The internal and external UI each include a shared website browser that displays information in a specific format, has a specific functionality, and receives information for processing.

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

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

Abstract: A method for controlling distribution of network communications (messages). An incoming message either carries priority information, or is assigned priority information based on a shared characteristic with other messages. The priority information is used to determine how and/or when to deliver the message, e.g. by delaying the message for a fixed time. Preferences for receipt of messages by priority level may be communication to upstream hosts along a network path. Accordingly, an intermediary host may reject and/or delay messages that the intended recipient does not wish to receive. This pushes the burden of low-priority messages back to the sender, thereby reducing or eliminating burdens on network/system resources of the recipient and/or intermediaries between the recipient and the sender. Accordingly, it can “squelch” spam messages at or close to their source. Trusted senders complying with prescribed practices may include priority information allowing for delivery of their messages with higher priority.

Abstract: A system and method for analyzing calling campaigns uses human call monitors that listen to calls initiated by an automated calling system. In one embodiment, the call monitors listen to calls as they are initiated by the system. In another embodiment, the calls are recorded for subsequent review by the call monitors. The monitors review the calls according to predefined criteria for assessing the accuracy of the automated calling system. Data is collected from the calling system and the monitors for the calculation of actual calling system success rates.

Abstract: A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.

Abstract: Multi-channel processing control device and method that efficiently performs enhanced customer service geared to the channel and service characteristics, and that can be readily modified to suit future expansion. A process request generated at a BC controller client (21) is sent as a queue registration request to a dispatcher (32) of a BC controller server (31) via a queue controller DLL (24). In the event of a queue requiring real-time processing, an event transmission and reception unit (25) of the most appropriate client is notified via a BC-BUS (34). A queue not requiring real-time processing is registered at a queue manager (33), where it is managed.

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

Abstract: 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 resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The forecaster determines (202) the type of call that the agent is servicing, determines (204) the amount of time t that the agent has already been servicing the call, retrieves (206) the mean and the variance of time historically spent by agents on servicing this type of call to completion, fits (208) the mean and the variance to a lifetime closed-form cumulative-probability distribution F, such as a Weibull distribution, to determine parameters of dispersion and central tendency, evaluates (210, 212) the distribution for t and h+t, computes (216) the probability of the agent not having completed servicing the call by now as Q=1?F(t), and computes (218) the probability that the agent will have completed servicing the call by the time horizon as P = F ? ( t + h ) - F ? ( t ) Q .

Abstract: A method of handling calls within an interactive voice response system. The method can include conducting a dialog with a calling party over an established call and, during the dialog, determining that an agent is available. The method further can include interrupting the dialog and, based upon a response from the calling party, selectively terminating the dialog and transferring the call to the agent.

Abstract: The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the packet gateway. The packet gateway provides an interface between the switching fabric and a packet network, which supports operator terminals as well as monitor terminals from which interactions between operators and callers may be monitored. Upon setting up the circuit-switched connection for the operator services call, the gateway will establish voice sessions with both the operator terminal and the monitor terminal. The voice sessions with the operator terminal facilitate bi-directional communications with the caller via the circuit-switched connection over the packet fabric. The voice interaction between the caller and operator is provided to the monitor terminal over another voice session for monitoring by the monitor.

Abstract: A call centre includes a plurality of agent workstations, each agent workstation comprising means for entering information obtained from a telephone respondent in response to questions prompted by a script displayed on the display of the workstation, and means for producing status signals indicative of the progression of the agent through the script. A predictive dialling system receives status signals from each agent station and predicts from the status signals and statistical information regarding the number of calls previously made, how many new calls should be dialled to enable agents who have finished their previous call by the time the calls are answered to take the new calls.

Abstract: A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to a request by the caller to speak with an expert. Then, responsive to detecting an answer by a party at the expert system, an authentication of the identity of the answering party is required. If the authenticated identity of the answering party matches an expected expert identity, then the call is connected to the expert, such that the expert is required to authenticate an identity before providing service to a call from the hold queue.

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 method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

Abstract: A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call in a queue associated with a call center, obtaining a messaging preference of the caller, disconnecting the call, generating at least one IP-based message for the caller according to the caller's messaging preference, and transmitting the at least one IP-based message to the caller over an IP network, so as to begin a virtual interaction between the caller and the call center after the call is disconnected.

Abstract: A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone number or catalog order, is provided by the service provider at least in part via the communication link. Before the customer terminates the communication link, he or she is requested to provide feedback, which preferably relates to the quality of the service provided. In another embodiment, the exchange of information is monitored, and an action, such as notifying a supervisor, is taken if a predetermined condition is detected, such as usage of unacceptable language by a call handling agent.

Abstract: One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and establishing a connection, the connection enabling communication between the caller and the second merchant while the call is in the queue.

Abstract: The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.

Abstract: A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an official representative. The caller continues to progress in the hold queue while speaking with an expert. In addition, the caller may receive an additional adjustment in the hold queue, a financial incentive, and a rewards points incentive, for interacting with an expert while holding. Second, use of experts by callers waiting in a hold queue is promoted by authenticating the identity of third party experts, in order to verify that an expert has the skills needed to help a caller and to provide the caller with the identity of the expert for accountability.

Abstract: A local services platform including a server subsystem is connected to one or more APs; an application subsystem and provides headset/terminals (HS) with real-time services. A streaming interface is installed between the server and the application. The HS is capable of being activated and paired with a host device, typically a telephone under standard Link Control Protocol. The HS includes an extra button, when operated, causes the host to place the HS in an “idle” mode. During the “idle” mode, the HS listens to AP inquiries or carries out inquiries. When an AP beacon is detected, the HS requests a HOLD state from the paired telephone and receives streaming data after completing a connection to the AP beacon. When the streaming data is in channels, the HS can switch among the channels or end the transmission by operating the idle button.

Abstract: A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call center. The fitter obtains arrival statistics for calls and agents in the call center, determines moments for the net calls in-queue from the obtained arrival statistics, determines parameters of binomial distributions that corresponds to the moments, and fits the determined moments to a linear combination of offset binomial distributions to obtain a composite binomial distribution. The composite binomial distribution is then evaluated by a scheduler which adjusts the operation of the call center accordingly. For example, a task scheduler evaluates the distribution to obtain a probability of an additional call being enqueued by the future point in time in order to determine whether an outbound call should be launched.

Abstract: A system, including a method for prioritizing on hold calls connected to an automated telephone system is disclosed. The system and method utilizes customer information retrieved from a customer database as call prioritizing information for each connected call. The method begins by connecting a plurality of calls to the automated telephone system. Caller identifying information is obtained from each connected call and each connected call is placed on hold. Then, a customer database is searched and a customer database record is identified corresponding the obtained caller identifying information for each connected call. A call record for each connected call is created and inserted into the hold queue. Each call record includes the caller identifying information and call prioritizing information corresponding to the connected call. The connected calls are then directed to available agents based on the call prioritizing information stored in each call record in the hold queue.

Abstract: A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time that other calls have already been waiting in the queue. In a preferred embodiment, when a new call is received by the call center, an analysis is performed for individual queue positions within the queue until a queue position is identified that meets a predetermined selection criterion. The new call is then placed within this queue position and subsequent calls within the queue are moved accordingly.

Abstract: A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.

Abstract: A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention utilizes a speech analyzer to analyze a speech signal during a telephone conversation between two parties, and a recording and storage device to record and store the telephone conversation. Based on variations in signal characteristics related to the emotional state of the caller, the system selectively generates a trigger to keep the stored recording of the telephone conversation. The present invention also selectively determines whether to send a notification in response to said trigger.

Abstract: A method and system for call restoration in a video relay service are disclosed, including a system that includes a VRS server having a call queue. The VRS server receives at least one call request to establish a communication session between a hearing-impaired user and a hearing-capable user. The VRS server also compares the call request with the plurality of call requests to identify if the call request corresponds to a previous call request corresponding to one in the call queue. The system also includes a VRS client application interactively coupled to the VRS server and configured to monitor availability of interpretive services. When the call request corresponding to the hearing-impaired user and the hearing-capable user is sorted to a top of the call queue and the interpretive services are available, the application establishes the communication session via the interpretive services between the hearing-impaired user and the hearing-capable user.

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.