Method and apparatus for priority queuing of telephone calls

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 5946388
SERIAL NO

08796132

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller's call within the phone queue and alters the rank position of other calls within the queue, accordingly.

Loading the Abstract Image... loading....

First Claim

See full text

Family

Loading Family data... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
INVENTOR HOLDINGS, LLCSTAMFORD, CT244
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIPSTAMFORD, CT185

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Jorasch, James A Stamford, CT 1147 55436
Sparico, Thomas M Riverside, CT 167 13358
Walker, Jay S Ridgefield, CT 1505 71577

Cited Art Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (1)
* 4577067 Remotely controlled telephone hold program system 119 1983
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (5)
* 5309505 Automated voice system for improving agent efficiency and improving service to parties on hold 182 1991
* 5278898 System for managing a hold queue 133 1991
* 5335269 Two dimensional routing apparatus in an automatic call director-type system 272 1992
* 5511112 Automated voice system for improving agent efficiency and improving service to parties on hold 143 1994
* 5524147 Method for forming a virtual call center 88 1995
 
AT&T IPM CORP. (1)
* 5444774 Interactive queuing sytem for call centers 237 1995
 
LUCENT TECHNOLOGIES INC. (1)
* 5684872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 154 1995
 
ROCKSTAR BIDCO, LP (1)
* 5329578 Personal communication service with mobility manager 811 1992
 
Addax, Inc. (1)
* 5006983 Service allocation system 106 1989
 
FUJITSU LIMITED (1)
* 5646988 Incoming call controller for preferentially connecting a waiting call based on number of previous unsuccessful call attempts 47 1996
 
EDIFY CORPORATION (1)
* 5740240 Computer telephony integration system and method 69 1995
 
MARSHALL COMMUNICATIONS, LLC (1)
* 5557658 Communications marketing system 134 1994
 
AT&T Bell Laboratories (5)
* 5163083 Automation of telephone operator assistance calls 156 1990
* 5208848 Telecommunications call processing 68 1991
* 5299259 Distributing calls over serving centers of a large customer 84 1991
* 5329583 Enhanced automatic call distribution system operation 48 1992
* 5311583 International priority calling system with callback features 124 1992
 
INTEL CORPORATION (1)
* 5046088 Converter for in-band routing and/or origination information 117 1989
 
AVAYA INC. (2)
* 5394464 Progressive automatic activation and automatic resetting of call coverage 10 1994
* 5506898 Expected wait-time indication arrangement 188 1994
 
AVAYA TECHNOLOGY CORP. (1)
* 4468528 Methods and apparatus for providing enhanced announcements in a telephone system 46 1982
 
TEKELEC (1)
* 5590188 Rules-based call routing 197 1995
 
RONALD A. KATZ TECHNOLOGY LICENSING, L.P. (1)
* 5561707 Telephonic-interface statistical analysis system 151 1993
 
BELL TELEPHONE LABORATORIES, INCORPORATED (2)
* 4788715 Announcing waiting times in queuing systems 181 1986
* 4953204 Multilocation queuing for telephone calls 230 1989
 
UNIFI COMMUNICATIONS CORPORATION, A DELAWARE CORPORATION (1)
* 5299260 Telephone call handling system 380 1993
 
ASPECT COMMUNICATIONS CORPORATION (2)
* 5020095 Interactive call distribution processor 174 1988
* 5166974 Interactive call processor to facilitate completion of queued calls 62 1991
 
AT&T CORP. (2)
* 5537470 Method and apparatus for handling in-bound telemarketing calls 249 1994
* 5500889 Method and apparatus for prioritizing a telephone call according to a level of service of an originator 42 1994
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (18)
* 7451111 Queuing exemption method, queuing place-taking method and auction system 0 2002
* 2003/0074,276 Queuing exemption method, queuing place-taking method and auction system 1 2002
7023979 Telephony control system with intelligent call routing 333 2003
7676034 Method and system for matching entities in an auction 70 2004
* 2006/0074,685 Destination device initiated caller identification 12 2005
7155614 System and method for single sign on process for websites with multiples applications and services 22 2006
7269253 Telephony control system with intelligent call routing 60 2006
* 2006/0212,358 MULTI-TIER PRICING OF INDIVIDUAL PRODUCTS BASED ON VOLUME DISCOUNTS 2 2006
* 2006/0212,388 SYSTEMS AND METHODS FOR FACILITATING A TRANSACTION BY MATCHING SELLER INFORMATION AND BUYER INFORMATION 3 2006
* 2006/0206,412 SYSTEMS AND METHODS FOR FACILITATING A TRANSACTION BY MATCHING SELLER INFORMATION AND BUYER INFORMATION 14 2006
7916858 Agent training sensitive call routing system 41 2006
* 2007/0237,319 Intermediary Device Based Callee Identification 7 2006
8300798 Intelligent communication routing system and method 34 2007
7894595 Telephony control system with intelligent call routing 12 2008
9456086 Method and system for matching entities in an auction 0 2010
8582753 Agent training sensitive call routing system 2 2011
8831205 Intelligent communication routing 3 2013
8971519 Agent training sensitive call routing system 4 2013
 
YELLOWPAGES.COM LLC (2)
9197479 Systems and methods to manage a queue of people requesting real time communication connections 0 2006
* 2007/0165,608 Systems and Methods to Prioritize a Queue 22 2007
 
NUANCE COMMUNICATIONS, INC. (16)
* 7050568 Hold queue management 18 2001
* 2003/0035,531 Hold queue management 10 2001
7389230 System and method for classification of voice signals 26 2003
7460652 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 51 2003
7668889 Method and system to combine keyword and natural language search results 18 2004
7751551 System and method for speech-enabled call routing 18 2005
7627096 System and method for independently recognizing and selecting actions and objects in a speech recognition system 22 2005
7450698 System and method of utilizing a hybrid semantic model for speech recognition 29 2005
8526577 System and method to access content from a speech-enabled automated system 0 2005
8090086 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 10 2008
8321446 Method and system to combine keyword results and natural language search results 6 2009
8503662 System and method for speech-enabled call routing 6 2010
8667005 Method and system to combine keyword and natural language search results 0 2012
8824659 System and method for speech-enabled call routing 1 2013
9047377 Method and system to combine keyword and natural language search results 0 2014
9088652 System and method for speech-enabled call routing 1 2014
 
CBS INTERACTIVE INC. (1)
* 8095400 Online waiting room system, method and computer program product 30 2007
 
ENTERPRISE SYSTEMS TECHNOLOGIES S.A.R.L. (1)
* 6788780 Communications apparatus 0 2000
 
IGT (1)
* 2008/0059,329 SYSTEMS AND METHODS WHEREIN A TRANSFER CODE FACILITATES A TRANSACTION BETWEEN A SELLER AND A BUYER 34 2007
 
AKTANA, INC. (2)
* 2009/0265,205 Pricing, Allocating, accounting and distributing internal resources using a market mechanism 9 2009
8744890 System and method for managing system-level workflow strategy and individual workflow activity 18 2013
 
Walgreen Co. (2)
* 6891946 Automated phone priorities 0 2002
* 2003/0142,810 Automated phone priorities 0 2002
 
MATTERSIGHT CORPORATION (19)
8094803 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 21 2005
7995717 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 38 2005
8094790 Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 51 2006
8718262 Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication 6 2007
7869586 Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics 5 2007
9225841 Method and system for selecting and navigating to call examples for playback or analysis 0 2008
8023639 Method and system determining the complexity of a telephonic communication received by a contact center 4 2008
8594285 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 7 2011
9191510 Methods and system for analyzing multichannel electronic communication data 0 2013
9083801 Methods and system for analyzing multichannel electronic communication data 1 2013
8781102 Method and system for analyzing a communication by applying a behavioral model thereto 4 2013
8891754 Method and system for automatically routing a telephonic communication 1 2014
9357071 Method and system for analyzing a communication by applying a behavioral model thereto 0 2014
8983054 Method and system for automatically routing a telephonic communication 1 2014
9124701 Method and system for automatically routing a telephonic communication 0 2015
9270826 System for automatically routing a communication 0 2015
9407768 Methods and system for analyzing multichannel electronic communication data 0 2015
9432511 Method and system of searching for communications for playback or analysis 0 2015
9571650 Method and system for generating a responsive communication based on behavioral assessment data 0 2016
 
ON-Q TELECOM SYSTEMS CO., INC. (3)
* 7957521 Method and system for user prioritization within telecommunication services and in particular within call completion services 3 2006
* 2007/0121,852 METHOD AND SYSTEM FOR USER PRIORITIZATION WITHIN TELECOMMUNICATION SERVICES AND IN PARTICULAR WITHIN CALL COMPLETION SERVICES 9 2006
8243914 Method and system for user prioritization within call completion services using a preferred allocation of resources 0 2011
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (1)
6724887 Method and system for analyzing customer communications with a contact center 265 2000
 
AT&T INTELLECTUAL PROPERTY I, L.P. (14)
7197130 Dynamic load balancing between multiple locations with different telephony system 28 2004
7657005 System and method for identifying telephone callers 28 2004
7627109 Call center system for multiple transaction selections 15 2005
8223954 System and method for automating customer relations in a communications environment 11 2005
7636432 System and method of determining call treatment of repeat calls 14 2005
8503641 System and method of automated order status retrieval 0 2005
8068596 Call center system for multiple transaction selections 0 2009
8295469 System and method of determining call treatment of repeat calls 8 2009
8280030 Call routing system and method of using the same 2 2009
8488770 System and method for automating customer relations in a communications environment 6 2012
8619966 Call routing system and method of using the same 0 2012
8879714 System and method of determining call treatment of repeat calls 0 2012
8731165 System and method of automated order status retrieval 0 2013
9088657 System and method of automated order status retrieval 0 2014
 
PAYPAL, INC. (2)
8046265 Systems and methods for facilitating a transaction by matching seller information and buyer information 2 2007
* 2007/0208,635 SYSTEMS AND METHODS FOR FACILITATING A TRANSACTION BY MATCHING SELLER INFORMATION AND BUYER INFORMATION 20 2007
 
INTERACTIONS LLC (7)
7580837 System and method for targeted tuning module of a speech recognition system 13 2004
7242751 System and method for speech recognition-enabled automatic call routing 25 2004
7720203 System and method for processing speech 8 2007
8306192 System and method for processing speech 6 2010
9112972 System and method for processing speech 1 2012
9368111 System and method for targeted tuning of a speech recognition system 0 2014
9350862 System and method for processing speech 0 2015
 
INVENTOR HOLDINGS, LLC (5)
7231035 Method and apparatus for entertaining callers in a queue 13 2001
7760867 Method and apparatus for entertaining callers in a queue 6 2007
* 2007/0230,684 METHOD AND APPARATUS FOR ENTERTAINING CALLERS IN A QUEUE 3 2007
8260670 Multi-tier pricing of individual products based on volume discounts 1 2009
* 2010/0106,587 Multi-tier pricing of individual products based on volume discounts 8 2009
 
VIREXX MEDICAL CORP. (1)
* 6434230 Rules-based queuing of calls to call-handling resources 160 1999
 
AVAYA INC. (5)
7050567 Call management system using dynamic queue position 49 2000
6560330 Rules-based queuing of calls to call-handling resources 99 2002
* 8340277 Bartering system and method for controlling position in a wait queue in a contact center 0 2009
* 2010/0303,226 BARTERING SYSTEM AND METHOD FOR CONTROLLING POSITION IN A WAIT QUEUE IN A CONTACT CENTER 3 2009
* 2015/0206,092 IDENTIFICATION OF MULTI-CHANNEL CONNECTIONS TO PREDICT ESTIMATED WAIT TIME 0 2014
 
JPMORGAN CHASE BANK, N.A. (41)
8571975 System and method for sending money via E-mail over the internet 0 1999
7426530 System and method for providing customers with seamless entry to a remote server 32 2000
7321864 System and method for providing funding approval associated with a project based on a document collection 122 2000
7246263 System and method for portal infrastructure tracking 17 2001
8438086 System and method for providing customers with seamless entry to a remote server 1 2001
7987501 System and method for single session sign-on 7 2001
7941533 System and method for single sign-on session management without central server 7 2002
7246324 Method and system for data capture with hidden applets 12 2002
7143174 Method and system for delayed cookie transmission in a client-server architecture 6 2002
7472171 Method and system for determining receipt of a delayed cookie in a client-server architecture 16 2002
7689504 System and method for establishing or modifying an account with user selectable terms 42 2002
8301493 System and method for providing incentives to consumers to share information 1 2002
7353383 System and method for single session sign-on with cryptography 30 2003
7376838 Method for controlled and audited access to privileged accounts on computer systems 15 2003
7421696 Methods and systems for managing successful completion of a network of processes 1 2004
8190893 Portable security transaction protocol 12 2004
8185877 System and method for testing applications 35 2005
7756816 System and method for network-based project management 2 2005
7783578 System for providing cardless payment 4 2006
7461265 System and method for single sign on process for websites with multiple applications and services 20 2006
7444672 System and method for single sign on process for websites with multiple applications and services 22 2006
8583926 System and method for anti-phishing authentication 2 2006
8145522 System and method for establishing or modifying an account with user selectable terms 19 2006
8793490 Systems and methods for multifactor authentication 3 2006
7966496 System and method for single sign on process for websites with multiple applications and services 12 2006
8335855 System and method for portal infrastructure tracking 2 2007
8185940 System and method for providing discriminated content to network users 1 2007
7685013 System and method for automatic financial project management 23 2007
8849716 System and method for preventing identity theft or misuse by restricting access 0 2007
8473735 Systems and methods for managing digital certificates 5 2008
8590008 System and method for single sign on process for websites with multiple applications and services 6 2008
8321682 System and method for generating and managing administrator passwords 3 2009
8160960 System and method for rapid updating of credit information 28 2009
8732072 System and method for establishing or modifying an account with user selectable terms 0 2010
9608826 System and method for partner key management 0 2010
8458070 System and method for providing customers with seamless entry to a remote server 0 2012
8549315 System and method for generating and managing administrator passwords 0 2012
8726011 Systems and methods for managing digital certificates 0 2013
9374366 System and method for anti-phishing authentication 0 2013
9419957 Confidence-based authentication 0 2014
9240012 Systems and methods for multifactor authentication 0 2014
 
SBC KNOWLEDGE VENTURES, L.P. (11)
7356475 System and method for providing access to an interactive service offering 23 2004
7936861 Announcement system and method of use 15 2004
8165281 Method and system for mapping caller information to call center agent transactions 9 2004
7602898 System and method for providing computer assisted user support 17 2004
7724889 System and method for utilizing confidence levels in automated call routing 15 2004
7864942 System and method for routing calls 12 2004
8005204 Call routing system and method of using the same 11 2005
* 8548157 System and method of managing incoming telephone calls at a call center 0 2005
* 2007/0047,720 System and method of managing incoming telephone calls at a call center 32 2005
8401851 System and method for targeted tuning of a speech recognition system 6 2009
8751232 System and method for targeted tuning of a speech recognition system 0 2013
 
TRADING TECHNOLOGIES INTERNATIONAL, INC. (12)
* 8090641 System and method for trading order priority levels in an electronic trading environment 4 2003
7769652 System and method for changing order priority levels in an electronic trading environment 12 2003
7747493 System and method for changing order priority levels in an electronic trading environment 10 2006
8078519 System and method for changing order priority levels in an electronic trading environment 3 2010
* 2010/0228,643 SYSTEM AND METHOD FOR CHANGING ORDER PRIORITY LEVELS IN AN ELECTRONIC TRADING ENVIRONMENT 8 2010
8521640 System and method for changing order priority levels in an electronic trading environment 0 2011
* 8275697 System and method for trading order priority levels in an electronic trading environment 3 2011
* 2012/0066,115 System and Method for Trading Order Priority Levels in an Electronic Trading Environment 4 2011
* 8577785 System and method for trading order priority levels in an electronic trading environment 0 2012
* 2012/0323,757 System and Method for Trading Order Priority Levels in an Electronic Trading Environment 0 2012
8751369 System and method for changing order priority levels in an electronic trading environment 0 2013
* 2014/0095,374 SYSTEM AND METHOD FOR TRADING ORDER PRIORITY LEVELS IN AN ELECTRONIC TRADING ENVIRONMENT 0 2013
 
PACIFIC WESTERN BANK (2)
* 2007/0286,359 System and method for monitoring an interaction between a caller and an automated voice response system 11 2007
* 2008/0267,388 SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER 20 2008
 
VIRTAUL HOLD TECHNOLOGY, LLC (2)
* 6563921 Automatic call director first in first out accessory 61 1997
6754334 Automatic call director first in first out accessory 34 2003
 
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIP (1)
6301354 Method and apparatus for entertaining callers in a queue 44 2000
 
TELETECH CUSTOMER CARE MANAGEMENT (IRELAND) LIMITED (1)
6970547 Universal state-aware communications 48 2003
 
CBS CORPORATION (FORMERLY KNOWN AS WESTINGHOUSE ELECTRIC CORPORATION (1)
* 2007/0233,291 ONLINE WAITING ROOM SYSTEM, METHOD & COMPUTER PROGRAM PRODUCT 51 2007
 
WESTERN PIPEWAY, LLC (1)
* 2009/0080,980 SYSTEMS AND METHODS FOR INSTALLATION INSPECTION IN PIPELINE REHABILITATION 6 2007
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (1)
* 6788781 Emergency call load management for call centers 4 1999
 
WALKER DIGITAL, LLC (1)
6178240 Method and apparatus for entertaining callers in a queue 55 1999
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (36)
* 7222189 System and method for optimizing timing of responses to customer communications 2 2000
* 2002/0065,759 Automatically processing user requests for supplier services subject to excess demand using a flexible market based mechanism - systems, methods and program products 14 2000
* 7130411 Hold queue position publication 34 2001
7095842 Enabling caller controlled hold queue position adjustment 32 2001
* 2003/0103,619 Enabling caller controlled hold queue position adjustment 31 2001
* 2003/0103,620 Hold queue position publication 44 2001
9088645 Intermediary device initiated caller identification 0 2001
* 7245716 Controlling hold queue position adjustment 63 2001
7076051 Promoting caller voice browsing in a hold queue 94 2001
* 2003/0108,184 Promoting caller voice browsing in a hold queue 19 2001
* 2003/0108,185 Controlling hold queue position adjustment 7 2001
* 7373309 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 16 2002
* 2002/0143,592 Reception management system and method of handling transactions 5 2002
8290768 System and method for determining a set of attributes based on content of communications 0 2002
8495002 Software tool for training and testing a knowledge base 3 2004
7849044 System and method for automatic task prioritization 5 2005
* 2006/0080,267 System and method for automatic task prioritization 5 2005
7839989 Intermediary device based callee identification 5 2006
9584665 System and method for optimizing timing of responses to customer communications 0 2007
* 2007/0198,871 SYSTEM AND METHOD FOR OPTIMIZING TIMING OF RESPONSES TO CUSTOMER COMMUNICATIONS 2 2007
8160235 Controlling hold queue position adjustment 0 2007
* 2007/0230,683 CONTROLLING HOLD QUEUE POSITION ADJUSTMENT 10 2007
7756810 Software tool for training and testing a knowledge base 5 2007
7752159 System and method for classifying text 17 2007
* 2007/0294,199 SYSTEM AND METHOD FOR CLASSIFYING TEXT 23 2007
* 7792726 Reception management system for assigning transaction requests to operator terminals 5 2007
* 2008/0097,902 MANAGEMENT SYSTEM FOR HANDLING TRANSACTIONS BETWEEN CUSTOMER TERMINALS AND OPERATOR TERMINALS 4 2007
8209210 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 1 2008
* 2008/0300,956 SYSTEM AND METHOD FOR CALUCLATING AND DISPLAYING ESTIMATED WAIT TIMES FOR TRANSACTION REQUEST BASED ON THE SKILL REQUIRED TO PROCESS THE TRANSACTION REQUEST 13 2008
* 2008/0255,867 SYSTEM AND METHOD FOR CALCULATING AND DISPLAYING ESTIMATED WAIT TIMES FOR TRANSACTION REQUEST BASED ON THE SKILL REQUIRED TO PROCESS THE TRANSACTION REQUEST 4 2008
* 2008/0133,262 SYSTEM AND METHOD FOR CALCULATING AND DISPLAYING ESTIMATED WAIT TIMES FOR TRANSACTION REQUEST BASED ON THE SKILL REQUIRED TO PROCESS THE TRANSACTION REQUEST 3 2008
8144850 Logging calls according to call context 1 2008
8630403 Controlling hold queue position adjustment 0 2012
* 8676625 Customer terminal for conducting a video conference between the customer terminal and an operator terminal and in which an estimated wait time is determined based on operator skill and an average dealing time 1 2012
* 2013/0003,959 RECEPTION MANAGEMENT SYSTEM AND METHOD OF HANDLING TRANSACTIONS 22 2012
8873738 Controlling hold queue position adjustment 0 2013
 
WALKER DIGITAL CORPORATION (1)
6421651 Method and apparatus for priority-based jukebox queuing 112 2000
 
VERIZON PATENT AND LICENSING INC. (2)
* 8699697 Providing caller-specific information 0 2010
* 2012/0027,184 PROVIDING CALLER-SPECIFIC INFORMATION 1 2010
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (2)
* 6083280 Method of improving a processing efficiency of an automatic data processing system 7 1997
* 7068775 System and method for managing a hold queue based on customer information retrieved from a customer database 38 1998
 
CAPITAL ONE FINANCIAL CORPORATION (1)
* 2003/0195,753 Systems and methods for providing priority customer service 77 2002
 
LUCENT TECHNOLOGIES INC. (1)
* 6310952 Telephone access to overly popular services 9 1998
 
CC SERVE CORPORATION (1)
8589283 Method and system for loan application non-acceptance follow-up 0 2007
 
CISCO TECHNOLOGY, INC. (7)
* 6665396 Call hold manager system and method 21 2000
8175257 Method and apparatus for scheduling automatic call distribution system callers 1 2001
8081749 System and method for integrated queue management 8 2004
7471774 Method and system of pausing an IVR session 3 2004
* 2006/0126,803 Method and system of pausing an IVR session 21 2004
7630486 Method and system for handling a queued automatic call distributor call 10 2005
* 2007/0071,223 Method and system for handling a queued automatic call distributor call 78 2005
 
LEVIATHAN ENTERTAINMENT, LLC (1)
* 2008/0303,811 Virtual Professional 30 2007
 
AT&T INTELLECTUAL PROPERTY, LP (2)
8102992 Dynamic load balancing between multiple locations with different telephony system 4 2007
8660256 Dynamic load balancing between multiple locations with different telephony system 0 2011
 
COMPUCREDIT INTELLECTUAL PROPERTY HOLDINGS CORP. II (3)
9152995 Method and system for loan application non-acceptance follow-up 0 2007
* 2009/0063,320 Electronic Lending System Method and Apparatus for Loan Completion 0 2007
* 2009/0060,165 Method and System for Customer Transaction Request Routing 1 2007
 
TELETECH CUSTOMER CARE MANAGEMENT (IRELAND) LIMITED (1)
8886722 Universal state-aware communications 0 2011
 
AT&T INTELLECTUAL PROPERTY II, L.P. (2)
* 8774387 System and method for avoiding hold times on a telephone call 0 2007
* 9036802 System and method for avoiding hold times on a telephone call 0 2014
 
ORDERLY MIND LIMITED (1)
* 2014/0226,809 CALLBACK SYSTEM 3 2012
 
BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY (2)
7366778 Call centres 1 2002
* 2005/0102,355 Call centres 1 2002
 
INTELLISIST, INC. (13)
* 8170197 System and method for providing automated call center post-call processing 11 2005
* 2005/0177,368 System and method for providing a message-based communications infrastructure for automated call center post-call processing 18 2005
8116445 System and method for monitoring an interaction between a caller and an automated voice response system 4 2007
8068595 System and method for providing a multi-modal communications infrastructure for automated call center operation 5 2007
* 2008/0118,051 System and method for providing a multi-modal communications infrastructure for automated call center operation 24 2007
* 2008/0246,592 SYSTEM AND METHOD FOR MANAGING CUSTOMER QUEUING 1 2008
8467519 System and method for processing calls in a call center 1 2008
8457296 System and method for processing multi-modal communications during a call session 1 2011
8462935 System and method for monitoring an automated voice response system 1 2012
8804938 Computer-implemented system and method for processing user communications 0 2013
9288323 Computer-implemented system and method for simultaneously processing multiple call sessions 0 2014
9014362 System and method for processing multi-modal communications within a call center 0 2014
9258414 Computer-implemented system and method for facilitating agent-customer calls 0 2015
 
PARAGON TRADE BRANDS, INC. (1)
7266839 System and method for providing discriminated content to network users 22 2001
 
MITEL COMMUNICATIONS INC. (2)
7106850 Customer communication service system 91 2001
7428303 Customer communication service system 23 2006
 
LOJACK CORPORATION (1)
7511606 Vehicle locating unit with input voltage protection 2 2005
 
AT&T CORP. (4)
* 6175621 Priority call on busy 67 1997
* 6738473 Call queuing 61 2001
* 2008/0317,234 System and Method for Avoiding Hold Times on a Telephone Call 5 2007
* 2014/0321,632 System and Method for Avoiding Hold Times on a Telephone Call 1 2014
* Cited By Examiner