US Patent No: 5,206,903

Number of patents in Portfolio can not be more than 2000

Automatic call distribution based on matching required skills with agents skills

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ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call. Although the specific expertise sought may not be matched, the present technique optimizes the matching process when a time constraint is imposed.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AMERICAN TELEPHONE AND TELEGRAPH COMPANYMURRAY HILL, NJ3138
AT&T BELL LABORATORIESMURRAY HILL, NJ3372
AVAYA INC.BASKING RIDGE, NJ2118

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Kohler, Joylee E Northglenn, CO 38 2117
Mathews, Eugene P Barrington, IL 38 2647
Nalbone, Robert D Thornton, CO 4 454
Palmer, Craig F Arvada, CO 3 378

Cited Art

Patent Info (Count) # Cites Year
 
BELL TELEPHONE LABORATORIES, INCORPORATED (4)
4,510,351 ACD Management information system 185 1982
4,620,066 Method and apparatus for sharing operators among assistance systems 35 1984
4,757,529 Call distribution arrangement 68 1986
5,008,930 Customer definable integrated voice/data call transfer technique 164 1989
 
AT&T COMMUNICATIONS, INCORPORATED, 295 NORTH MAPLE AVENUE, BASKING RIDGE, NJ., 07920, A CORP OF NY. (1)
4,737,983 Automatic call distributor telephone service 174 1985
 
INNINGS TELECOM INC. (1)
4,694,483 Computerized system for routing incoming telephone calls to a plurality of agent positions 202 1986
 
MUREX LICENSING CORPORATION (1)
4,757,267 Telephone system for connecting a customer to a supplier of goods 520 1987
 
ROCKWELL INTERNATIONAL CORPORATION (1)
4,400,587 Overflow and diversion to a foreign switch 138 1981

Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
AVAYA INC. (163)
5,506,898 Expected wait-time indication arrangement 130 1994
5,754,639 Method and apparatus for queuing a call to the best split 169 1995
5,740,238 Method and apparatus for queuing a call to the best backup split 99 1995
5,721,770 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls 92 1996
5,828,747 Call distribution based on agent occupancy 198 1997
5,987,116 Call center integration with operator services databases 33 1997
6,088,441 Arrangement for equalizing levels of service among skills 96 1997
6,052,460 Arrangement for equalizing levels of service among skills 26 1997
6,192,122 Call center agent selection that optimizes call wait times 155 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 230 1998
6,535,601 Skill-value queuing in a call center 65 1998
6,353,667 Minimum interruption cycle time threshold for reserve call center agents 23 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 249 1998
6,314,177 Communications handling center and communications forwarding method using agent attributes 29 1998
6,925,165 Call selection based on continuum skill levels in a call center 9 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 68 1998
6,359,982 Methods and apparatus for determining measures of agent-related occupancy in a call center 24 1999
6,760,428 Modification of voice prompting based on prior communication in a call center 4 1999
7,035,808 Arrangement for resource and work-item selection 37 1999
6,553,114 System for automatically predicting call center agent work time in a multi-skilled agent environment 42 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 81 1999
6,510,221 System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities 17 1999
6,347,139 System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy 27 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 54 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 58 1999
6,661,889 Methods and apparatus for multi-variable work assignment in a call center 23 2000
6,741,698 Call management system using dynamic threshold adjustment 18 2000
6,633,640 Methods and apparatus for analysis of load-balanced multi-site call processing systems 28 2000
6,870,807 Method and apparatus for suppressing music on hold 9 2000
6,453,038 System for integrating agent database access skills in call center agent assignment applications 113 2000
7,013,255 Traffic simulation algorithm for asynchronous transfer mode networks 9 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 37 2000
7,844,504 Routing based on the contents of a shopping cart 2 2000
6,741,699 Arrangement for controlling the volume and type of contacts in an internet call center 10 2000
6,735,299 Automatic call distribution groups in call center management systems 22 2001
6,560,330 Rules-based queuing of calls to call-handling resources 58 2002
7,415,417 Presence awareness agent 10 2002
7,336,779 Topical dynamic chat 12 2002
7,209,444 Methods and devices for balancing communications using match rates 1 2002
7,620,169 Waiting but not ready 0 2002
7,170,990 Autonomous dispatcher method and apparatus 2 2002
7,885,896 Method for authorizing a substitute software license server 2 2002
8,041,642 Predictive software license balancing 0 2002
7,966,520 Software licensing for spare processors 0 2002
7,707,116 Flexible license file feature controls 1 2002
7,698,225 License modes in call processing 1 2002
7,681,245 Remote feature activator feature extraction 5 2002
7,228,567 License file serial number tracking 12 2002
8,176,154 Instantaneous user initiation voice quality feedback 1 2002
7,359,979 Packet prioritization and associated bandwidth and buffer management techniques for audio over IP 26 2002
7,558,739 Method and apparatus for meeting an on-site enterprise service level objective 2 2002
7,023,980 Outbound dialing decision criteria based 33 2002
7,890,997 Remote feature activation authentication file system 1 2003
7,536,437 Presence tracking and name space interconnection techniques 27 2003
7,319,692 Subscriber mobility in telephony systems 1 2003
7,260,557 Method and apparatus for license distribution 12 2003
7,373,657 Method and apparatus for controlling data and software access 6 2003
7,308,499 Dynamic load balancing for enterprise IP traffic 6 2003
7,627,091 Universal emergency number ELIN based on network address ranges 5 2003
7,412,044 Instant messaging to and from PBX stations 5 2003
8,094,804 Method and apparatus for assessing the status of work waiting for service 0 2003
7,770,175 Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 5 2003
7,483,369 Method and apparatus for migrating to an alternate call controller 2 2003
6,973,176 Method and apparatus for rotating auto reserve agents 2 2003
7,353,388 Key server for securing IP telephony registration, control, and maintenance 20 2004
7,729,490 Post-termination contact management 3 2004
7,085,367 Call duration alert 11 2004
7,272,500 Global positioning system hardware key for software licenses 13 2004
7,885,401 Method and apparatus to forecast the availability of a resource 2 2004
8,000,989 Using true value in routing work items to resources 3 2004
7,734,032 Contact center and method for tracking and acting on one and done customer contacts 8 2004
7,408,925 Originator based directing and origination call processing features for external devices 8 2004
7,953,859 Data model of participation in multi-channel and multi-party contacts 2 2004
7,978,827 Automatic configuration of call handling based on end-user needs and characteristics 2 2004
7,983,148 Disaster recovery via alternative terminals and partitioned networks 0 2004
7,246,746 Integrated real-time automated location positioning asset management system 9 2004
8,050,199 Endpoint registration with local back-off in a call processing system 0 2004
7,711,104 Multi-tasking tracking agent 7 2004
7,707,405 Secure installation activation 7 2004
7,747,851 Certificate distribution via license files 2 2004
7,949,123 Wait time predictor for long shelf-life work 0 2004
7,706,576 Dynamic video equalization of images using face-tracking 1 2004
7,589,616 Mobile devices including RFID tag readers 17 2005
7,366,110 Method and apparatus for merging call components during call reconstruction 6 2005
8,229,858 Generation of enterprise-wide licenses in a customer environment 2 2005
7,657,021 Method and apparatus for global call queue in a global call center 2 2005
8,234,141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 0 2005
7,949,121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 1 2005
7,460,150 Using gaze detection to determine an area of interest within a scene 7 2005
7,567,653 Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources 13 2005
8,107,625 IP phone intruder security monitoring system 1 2005
7,729,478 Change speed of voicemail playback depending on context 3 2005
7,496,056 Conference connections using dynamic topology switching for IP and circuit-switched fabrics 1 2005
7,564,793 In-band call association signaling for a single number destination 4 2005
7,817,796 Coordinating work assignments for contact center agents 2 2005
7,965,701 Method and system for secure communications with IP telephony appliance 0 2005
7,564,476 Prevent video calls based on appearance 4 2005
7,529,670 Automatic speech recognition system for people with speech-affecting disabilities 2 2005
7,215,760 Outbound dialing decision criteria based 18 2005
7,818,196 Real time estimation of rolling averages of cumulative data 0 2005
7,668,100 Efficient load balancing and heartbeat mechanism for telecommunication endpoints 2 2005
7,809,127 Method for discovering problem agent behaviors 0 2005
7,779,042 Deferred control of surrogate key generation in a distributed processing architecture 0 2005
7,814,023 Secure download manager 5 2005
7,881,450 Answer on hold notification 0 2005
7,613,106 Dial plan transparency for fragmented networks 1 2005
8,116,446 Agent driven work item awareness for tuning routing engine work-assignment algorithms 1 2005
8,073,129 Work item relation awareness for agents during routing engine driven sub-optimal work assignments 1 2005
7,822,587 Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 1 2005
8,411,843 Next agent available notification 0 2005
7,787,609 Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills 4 2005
7,752,230 Data extensibility using external database tables 1 2005
7,457,249 Alternate routing of media connections within a single communications system across public or private network facilities 2 2005
8,036,372 Methods and apparatus for dynamically reallocating a preferred request to one or more generic queues 0 2005
7,636,433 Timeline visualization for call center processes 0 2005
7,974,388 Advanced port-based E911 strategy for IP telephony 1 2006
8,238,541 Intent based skill-set classification for accurate, automatic determination of agent skills 0 2006
7,984,378 Management of meetings by grouping 1 2006
7,995,740 Automatic call distribution system using computer network-based communication 0 2006
7,746,362 Automatic call distribution system using computer network-based communication 0 2006
7,738,634 Advanced port-based E911 strategy for IP telephony 0 2006
7,653,543 Automatic signal adjustment based on intelligibility 3 2006
7,778,858 Linking unable to respond messages to entries in electronic calendar 2 2006
7,936,867 Multi-service request within a contact center 1 2006
7,962,342 Dynamic user interface for the temporarily impaired based on automatic analysis for speech patterns 0 2006
7,925,508 Detection of extreme hypoglycemia or hyperglycemia based on automatic analysis of speech patterns 2 2006
8,165,282 Exploiting facial characteristics for improved agent selection 1 2006
8,391,463 Method and apparatus for identifying related contacts 0 2006
7,835,514 Provide a graceful transfer out of active wait treatment 1 2006
7,573,996 Presence based callback 2 2006
8,014,497 Messaging advise in presence-aware networks 0 2006
8,037,143 Automatic display of email distribution lists 0 2006
7,913,301 Remote feature activation authentication file system 0 2006
7,693,736 Recurring meeting schedule wizard 7 2006
7,827,240 Calendar item hierarchy for automatic specialization 5 2007
7,995,742 Outbound dialing decision criteria based 0 2007
8,150,003 Caller initiated undivert from voicemail 0 2007
8,060,565 Voice and text session converter 1 2007
7,617,337 VoIP quality tradeoff system 12 2007
7,675,411 Enhancing presence information through the addition of one or more of biotelemetry data and environmental data 3 2007
7,747,705 Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails 2 2007
8,041,344 Cooling off period prior to sending dependent on user's state 0 2007
7,738,360 Method and apparatus for merging call components during call reconstruction 0 2007
7,844,572 Remote feature activator feature extraction 3 2007
8,218,735 Messaging advise in presence-aware networks 0 2007
8,015,309 Packet prioritization and associated bandwidth and buffer management techniques for audio over IP 1 2008
7,877,500 Packet prioritization and associated bandwidth and buffer management techniques for audio over IP 0 2008
7,877,501 Packet prioritization and associated bandwidth and buffer management techniques for audio over IP 0 2008
7,769,154 Aggregated perceived presence 4 2008
8,089,872 Efficient load balancing and heartbeat mechanism for telecommunication endpoints 0 2008
8,116,237 Clearing house for publish/subscribe of status data from distributed telecommunications systems 1 2008
8,218,751 Method and apparatus for identifying and eliminating the source of background noise in multi-party teleconferences 1 2008
8,107,597 Messaging advise in presence-aware networks 0 2008
8,108,516 Presence tracking and name space interconnection techniques 1 2008
8,064,574 Messaging advise in presence-aware networks 0 2008
8,050,388 Messaging advise in presence-aware networks 0 2008
7,936,865 Messaging advise in presence-aware networks 0 2008
8,098,799 Messaging advise in presence-aware networks 0 2008
8,385,533 Bidding work assignment on conference/subscribe RTP clearing house 0 2009
8,301,581 Group compositing algorithms for presence 0 2009
8,306,212 Time-based work assignments in automated contact distribution 0 2010
8,370,515 Packet prioritization and associated bandwidth and buffer management techniques for audio over IP 0 2010
8,230,034 Automatic display of email distribution lists 2011
 
INGENIO LLC (9)
7,542,936 Method, apparatus and system for marketing, delivering, and collecting payment for information 0 2000
7,580,850 Apparatus and method for online advice customer relationship management 3 2001
7,937,439 Apparatus and method for scheduling live advice communication with a selected service provider 1 2001
7,359,498 Systems and methods for arranging a call 9 2003
7,698,183 Method and apparatus for prioritizing a listing of information providers 2 2003
7,289,612 Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail 9 2003
7,886,009 Gate keeper 1 2004
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7,657,013 Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail 2 2007
 
AMERICAN TELEPHONE AND TELEGRAPH COMPANY, AT&T BELL LABORATORIES (8)
6,405,159 Method for categorizing, describing and modeling types of system users 120 1998
7,305,070 Sequential presentation of long instructions in an interactive voice response system 10 2002
7,526,731 Method for integrating user models to interface design 0 2006
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ASPECT SOFTWARE, INC. (8)
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6,539,538 Intelligent information routing system and method 28 1998
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6,707,906 Outbound calling system in a contact center 22 2000
6,766,011 Method and apparatus for controlling a contact center 5 2000
6,778,951 Information retrieval method with natural language interface 27 2000
6,778,660 Customer interaction system 16 2001
RE43205 Skill based chat function in a communication system 0 2006
 
GOOGLE INC. (8)
8,331,862 Radio frequency identification based networks 0 2007
8,284,741 Communications and systems utilizing common designation networking 0 2007
8,095,070 Wireless reader tags (WRTS) with sensor components in asset monitoring and tracking systems 4 2009
8,301,082 LPRF device wake up using wireless tag 0 2009
8,218,514 Wireless data communications network system for tracking containers 0 2009
8,280,345 LPRF device wake up using wireless tag 0 2009
8,315,565 LPRF device wake up using wireless tag 0 2010
8,078,139 Wireless data communications network system for tracking container 3 2010
 
SPRINT COMMUNICATIONS COMPANY L.P. (8)
6,731,744 Call processing system and service control point for handling calls to a call center 16 1999
6,690,664 Call center communications system for handling calls to a call center 5 1999
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6,459,788 Call center resource processor 23 1999
8,380,783 Method and apparatus for processing web calls in a web call center 0 2000
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7,043,004 Call processing system and service control point for handling calls to a call center 11 2004
7,881,453 Call processing system and service control point for handling calls to a call center 2 2006
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (7)
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 212 1992
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7,095,840 Method and system for establishing voice communications using a computer network 4 2003
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (7)
6,681,010 Methods, systems and computer program products for automatic task distribution 23 1998
6,381,329 Point-of-presence call center management system 55 1999
6,324,276 Point-of-presence call center management system 18 1999
6,581,105 Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center 31 1999
6,584,192 Method and apparatus for skills-based task routing 25 1999
6,981,020 Apparatus and methods for routing electronic mail in a processing center 17 2000
6,445,784 Point-of-presence call management center 16 2001
 
CASSIDIAN COMMUNICATIONS, INC. (5)
7,483,416 Internet protocol radio dispatch system and method 5 2005
7,460,510 Radio gateway system and method for interfacing a radio system and an IP network 11 2005
7,676,228 Radio interoperability system and method 1 2006
8,194,647 Internet protocol radio dispatch system and method 0 2008
8,346,263 Radio interoperability system and method 0 2010
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (5)
8,019,698 Selection of graphical user interface agents by cluster analysis 0 1996
6,771,760 Callback imitation as incoming calls 31 1999
7,373,309 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 7 2002
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8,209,210 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 0 2008
 
LUCENT TECHNOLOGIES INC. (5)
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5,903,641 Automatic dynamic changing of agents' call-handling assignments 179 1997
6,188,673 Using web page hit statistics to anticipate call center traffic 73 1997
6,275,812 Intelligent system for dynamic resource management 192 1998
6,408,066 ACD skill-based routing 37 1999
 
MATTERSIGHT CORPORATION (5)
8,094,803 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto 0 2005
7,995,717 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto 3 2005
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8,023,639 Method and system determining the complexity of a telephonic communication received by a contact center 0 2008
 
SBC TECHNOLOGY RESOURCES, INC. (5)
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7,076,049 Method of designing a telecommunications call center interface 21 2004
 
GRAPE TECHNOLOGY GROUP, INC. (4)
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7,110,520 Method and system for directory assistance services 1 1999
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MCI COMMUNICATIONS CORPORATION (4)
6,411,805 System and method for a network-based call continuation service 53 1997
6,493,447 Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications 81 1997
6,654,815 Contact server for call center 43 1999
7,783,755 Contact server for call center 1 2003
 
ASSURANT, INC. (3)
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CISCO TECHNOLOGY, INC. (3)
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6,295,551 Call center system where users and representatives conduct simultaneous voice and joint browsing sessions 204 1997
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CONVERGYS CUSTOMER MANAGEMENT DELAWARE LLC (3)
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8,379,830 System and method for automated customer service with contingent live interaction 0 2007
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INTEL CORPORATION (3)
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INTELLISIST, INC. (3)
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INTERVOICE LIMITED PARTNERSHIP (3)
5,796,791 Network based predictive dialing 41 1996
6,978,006 Resource management utilizing quantified resource attributes 14 2000
6,845,154 Allocation of resources to flexible requests 13 2001
 
JPMORGAN CHASE BANK, N.A. (3)
7,415,267 Methods and systems for managing call reports for the financial services industry 0 2004
7,536,002 System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data 5 2004
8,155,297 System and method for providing call-back options 1 2004
 
NOBLE SYSTEMS CORPORATION (3)
8,233,609 Systems and methods for managing call processing for a specific agent 1 2005
8,036,374 Systems and methods for detecting call blocking devices or services 1 2005
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AT&T INTELLECTUAL PROPERTY I, L.P. (2)
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8,131,524 Method and system for automating the creation of customer-centric interfaces 1 2008
 
AT&T KNOWLEDGE VENTURES, L.P. (2)
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7,027,586 Intelligently routing customer communications 47 2003
 
AVAYA TECHNOLOGY LLC (2)
6,665,395 Automatic call distribution system using computer network-based communication 87 1998
8,385,532 Real-time detective 0 2008
 
E-TALK CORPORATION (2)
6,058,163 Method and system for monitoring call center service representatives 195 1997
5,946,375 Method and system for monitoring call center service representatives 71 1997
 
KEEN.COM, A CORPORATION OF CALIFORNIA (2)
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7,289,623 System and method for an online speaker patch-through 47 2001
 
KNOWLAGENT, INC. (2)
7,174,010 System and method for increasing completion of training 10 2002
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ROCKSTAR BIDCO, LP (2)
6,870,848 Method and apparatus for call processing in response to a call request from an originating device 23 2000
8,355,393 Method and apparatus to process a call request by establishing calls among devices 0 2004
 
ROCKWELL ELECTRONIC COMMERCE CORP. (2)
7,133,520 Dynamic skill-based call routing 11 1999
6,577,727 ACD tier based routing 2 2000
 
ROCKWELL INTERNATIONAL CORPORATION (2)
5,384,841 Automatic call distribution network with call overload system and method 70 1993
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SAMSUNG ELECTRONICS CO., LTD. (2)
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SIEMENS ENTERPRISE COMMUNICATIONS GMBH & CO. KG (2)
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SIEMENS ENTERPRISE COMMUNICATIONS, INC. (2)
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SIVOX PARTNERS, LLC (2)
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VERIZON BUSINESS GLOBAL LLC (2)
6,687,241 Enterprise contact server with enhanced routing features 32 1999
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VOLLI POLYMER GMBH LLC (2)
7,457,862 Real time control protocol session matching 19 2001
7,489,687 Emergency bandwidth allocation with an RSVP-like protocol 6 2002
 
ACCENTURE GLOBAL SERVICES LIMITED (1)
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ALCATEL (1)
6,222,918 Call distribution facility 4 1998
 
ALCATEL-LUCENT USA INC. (1)
7,653,046 Method and apparatus for providing multiple simultaneous VOIP call sessions for a single directory number 0 2004
 
AMERICAN EXPRESS TRAVEL RELATED SERVICES COMPANY, INC. (1)
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ARISE VIRTUAL SOLUTIONS, INC. (1)
6,493,446 Call center posting program 38 1999
 
ASPECT COMMUNICATIONS CORPORATION (1)
6,430,271 Message delivery system 21 1998
 
AT&T CORP. (1)
5,392,345 Work at home ACD agent network 68 1993
 
AT&T IPM CORP. (1)
5,436,966 Interface for handling event messages generated by telecommunications switches with automatic call distribution capability 13 1994
 
AVAYA (1)
6,766,014 Customer service by batch 37 2001
 
AVAYA TECHNOLOGY (1)
7,660,715 Transparent monitoring and intervention to improve automatic adaptation of speech models 4 2004
 
BANK ONE, DELAWARE, NATIONAL ASSOCIATION (1)
6,714,642 System and methods for call decisioning in a virtual call center integrating telephony with computers 12 2002
 
BATTELLE ENERGY ALLIANCE, LLC (1)
6,704,412 Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative 19 1998
 
BT GROUP PLC (1)
7,769,622 System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator 0 2002
 
CALLNET COMMUNICATIONS (1)
6,011,844 Point-of-presence call center management system 132 1999
 
CELLIT, INC. (1)
7,230,927 Non-blocking expandable call center architecture 3 1999
 
CIM, LTD. (1)
6,832,203 Skills based contact routing 30 1999
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (1)
6,724,887 Method and system for analyzing customer communications with a contact center 157 2000
 
D.B. ZWIRN FINANCE, LLC (1)
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DYMAS FUNDING COMPANY, LLC (1)
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EDAIL, INC. (1)
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EDIAL, INC. (1)
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EIS INTERNATIONAL, INC. (1)
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EXECUTONE INTER-TELBUSINESS INFORMATION SYSTEMS, INC. (1)
5,793,861 Transaction processing system and method 226 1996
 
FUJI XEROX CO., LTD. (1)
7,249,046 Optimum operator selection support system 2 1999
 
GENERAL ELECTRIC CAPITAL CORPORATION (1)
7,184,541 Method and apparatus for selecting an agent to handle a call 3 2003
 
INETO, INC. (1)
7,106,850 Customer communication service system 29 2001
 
J2 GLOBAL COMMUNICATIONS, INC. (1)
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LOJACK OPERATING COMPANY, LP (1)
7,511,606 Vehicle locating unit with input voltage protection 0 2005
 
MEDIANATUM OY (1)
7,224,791 Mechanism for queuing calls 2 2004
 
MICROLOG CORPORATION (1)
7,092,509 Contact center system capable of handling multiple media types of contacts and method for using the same 39 1999
 
MITEL NETWORKS CORPORATION (1)
6,816,589 Dynamic communications groups 14 1998
 
NETSAGE CORPORATION (1)
7,505,921 System and method for optimizing a product configuration 18 2000
 
NICE SYSTEMS TECHNOLOGIES INC. (1)
7,848,947 Performance management system 6 2000
 
PACIFIC BELL TELEPHONE COMPANY (1)
7,065,201 Telephone call processing in an interactive voice response call management system 26 2001
 
PALO ALTO NETWORKS, INC. (1)
6,912,272 Method and apparatus for managing communications and for creating communication routing rules 12 2001
 
ROCKWELL ELECTRONIC COMMERCE TECHNOLOGIES, LLC (1)
7,864,945 Method for detecting availability of non-traditional agent 0 2004
 
ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 79 1999
 
SBC TRI (1)
7,139,369 Interface and method of designing an interface 7 2002
 
SIEMENS AKTIENGESELLSCHAFT (1)
6,917,009 Method and apparatus for processing mail pieces 0 2002
 
SIX SIGMA, INC. (1)
6,639,982 Method and apparatus for agent forcing and call distribution for large team call servicing 42 2000
 
TELEFONAKTIEBOLAGET LM ERICSSON (PUBL) (1)
5,742,675 Method and apparatus for automatically distributing calls to available logged-in call handling agents 130 1995
 
THE RESOURCE GROUP INTERNATIONAL LTD (1)
8,433,597 Systems and methods for routing callers to an agent in a contact center 0 2008
 
U S WEST TECHNOLOGIES, INC. (1)
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UREACH TECHNOLOGIES, INC. (1)
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VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 75 1999
 
WAITE INVENTORY CONSULTING LIMITED LIABILITY COMPANY (1)
6,404,875 System and method for consumer-initiated business solicitation calling system 51 1999
 
ZENITH MGMT. FOUNDATION LIMITED LIABILITY COMPANY (1)
7,821,386 Departure-based reminder systems 1 2005
 
OTHER [CHECK PATENT PROFILE FOR ASSIGNMENT INFORMATION] (9)
6,081,592 Automatic call-work director 22 1997
7,110,525 Agent training sensitive call routing system 63 2002
7,023,979 Telephony control system with intelligent call routing 141 2003
7,676,034 Method and system for matching entities in an auction 17 2004
7,269,253 Telephony control system with intelligent call routing 18 2006
8,442,197 Telephone-based user interface for participating simultaneously in more than one teleconference 0 2006
7,916,858 Agent training sensitive call routing system 5 2006
8,300,798 Intelligent communication routing system and method 0 2007
7,894,595 Telephony control system with intelligent call routing 3 2008