US Patent No: 6,546,087

Number of patents in Portfolio can not be more than 2000

Method and system for enabling queue camp-on for skills-based routing

ALSO PUBLISHED AS: 20020114432

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.

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

First Claim

See full text

all claims..

Related Publications

Loading Related Publications... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
SIEMENS ENTERPRISE COMMUNICATIONS, INC.BOCA RATON, FL537

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Beyda, William J Cupertino, CA 243 4246
Shaffer, Shmuel Palo Alto, CA 685 8148
Wuerfel, Randall P Santa Clara, CA 2 166

Cited Art Landscape

Patent Info (Count) # Cites Year
 
ALCATEL LUCENT (1)
6,167,395 Method and apparatus for creating specialized multimedia threads in a multimedia communication center 221 1998
 
AT&T Bell Laboratories (1)
5,311,574 Automatic customer call back for automatic call distribution systems 121 1991
 
AT&T CORP. (1)
5,742,674 Automatic call-back system and method using data indicating best time to call 74 1995
 
CISCO TECHNOLOGY, INC. (1)
6,295,551 Call center system where users and representatives conduct simultaneous voice and joint browsing sessions 248 1997
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (1)
5,991,394 Method and system for establishing voice communications using a computer network 171 1998
 
FUJITSU LIMITED (1)
5,594,902 Custom service control system 5 1994
 
ROLM COMPANY (1)
5,268,957 Automatic call-back "camp-on" service for communication systems 75 1991
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
5,825,869 Call management method and system for skill-based routing 488 1996
 
VERIZON PATENT AND LICENSING INC. (1)
6,411,805 System and method for a network-based call continuation service 85 1997

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
CALLWAVE COMMUNICATIONS, LLC (54)
6,879,677 Methods and systems for telephony call completion 73 2001
6,898,275 Method and apparatus for providing expanded telecommunications service 131 2002
7,103,167 Systems and methods for call screening 83 2003
7,266,185 Methods and apparatus for returning a call over a telephony system 19 2004
7,742,586 Enhanced service levels for call-processing services 6 2004
7,409,048 Call processing and subscriber registration systems and methods 15 2004
7,308,081 Methods and systems for telephony call completion 9 2005
7,688,958 Methods and apparatus for providing expanded telecommunications service 35 2005
7,852,749 Methods and systems for routing telecommunications 47 2005
8,494,504 Methods and systems for telephony processing, including location based call transfers 0 2005
8,107,609 Methods and systems for telephony call-back processing 4 2005
7,555,110 Methods and apparatus for providing expanded telecommunications service 58 2005
7,839,987 Methods and systems for creating a dynamic call log and contact records 16 2006
7,636,428 Systems and methods for call screening 10 2006
8,369,311 Methods and systems for providing telephony services to fixed and mobile telephonic devices 0 2006
7,965,825 Methods and systems for transferring voice messages and faxes over a network 1 2006
8,000,455 Methods and systems for call processing 13 2006
7,822,188 Methods and apparatus for providing expanded telecommunications service 31 2006
8,401,163 Methods and systems for call processing and for providing call progress status over a network 2 2006
8,165,572 Methods and systems for call processing in a wireline and wireless network 6 2007
8,270,582 Methods and systems for routing calls 0 2007
8,085,922 Methods and systems for speed dialing 2 2007
7,508,927 Methods and apparatus for returning a call over a telephony system 8 2007
8,548,447 Methods and systems for blocking unwanted telecommunications 0 2007
8,447,285 Methods and systems for managing telecommunications and for translating voice messages to text messages 5 2008
8,583,746 Methods and systems for web and call processing 1 2008
8,401,164 Methods and apparatus for providing expanded telecommunications service 0 2008
8,259,911 Call processing and subscriber registration systems and methods 1 2008
8,325,901 Methods and apparatus for providing expanded telecommunications service 0 2009
8,064,588 Systems and methods for call screening 3 2009
8,594,287 Methods and apparatus for providing expanded telecommunications service 0 2010
8,165,278 Enhanced service levels for call-processing services 0 2010
8,345,833 Methods and systems for telephony call completion 1 2010
8,351,591 Methods and apparatus for providing expanded telecommunications service 2 2010
8,503,637 Methods and systems for creating a dynamic call log and contact records 2 2010
8,630,396 Methods and systems for transferring voice messages and faxes over a network 0 2011
8,472,592 Methods and systems for call processing 3 2011
8,472,604 Systems and methods for call screening 3 2011
8,542,814 Methods and systems for speed dialing 0 2011
8,457,293 Methods and systems for telephony call-back processing 2 2012
8,295,865 Method and systems for short message forwarding services 0 2012
8,670,536 Enhanced service levels for call-processing services 0 2012
8,401,533 Methods and systems for call processing in a wireline and wireless network 0 2012
8,503,646 Methods and systems for routing calls 1 2012
8,718,243 Call processing and subscriber registration systems and methods 0 2012
8,705,710 Methods and systems for telephony call completion 0 2012
8,755,503 Methods and systems for call processing and for providing call progress status over a network 0 2013
8,682,305 Methods and systems for call processing in a wireline and wireless network 0 2013
8,688,092 Methods and systems for managing telecommunications and for translating voice messages to text messages 0 2013
8,744,061 Systems and methods for call screening 0 2013
8,750,469 Methods and systems for call processing 0 2013
8,767,941 Methods and systems for speed dialing 0 2013
8,745,148 Methods and systems for web and call processing 0 2013
8,774,785 Methods and systems for blocking unwanted communications 0 2013
 
CISCO TECHNOLOGY, INC. (31)
6,665,396 Call hold manager system and method 19 2000
8,175,257 Method and apparatus for scheduling automatic call distribution system callers 1 2001
6,850,615 Method and system for providing information to an external user regarding the availability of an agent 5 2001
8,081,749 System and method for integrated queue management 4 2004
8,542,813 Method and system for providing a camp-on service in telecommunications 0 2004
7,853,696 System and method for providing an eCamp feature in a session initiation protocol (SIP) environment 2 2004
7,656,878 System and method for providing enhanced caller ID in a session initiation protocol (SIP) environment 1 2004
7,899,175 System and method for providing a dial plan conversion in a session initiation protocol (SIP) environment 0 2005
7,778,404 System and method for providing a dial plan conversion in a session initiation protocol (SIP) environment 0 2005
8,155,014 Method and system using quality of service information for influencing a user's presence state 0 2005
8,015,403 Method and system indicating a level of security for VoIP calls through presence 0 2005
7,853,001 Method and system for providing a camp-on service 1 2005
8,079,062 Method and system using presence information to manage network access 0 2005
7,920,847 Method and system to protect the privacy of presence information for network users 1 2005
7,764,699 Method and system using shared configuration information to manage network access for network users 3 2005
7,716,671 Method for coordinating a set of related tasks and events by reducing duplicated effort 0 2005
7,630,486 Method and system for handling a queued automatic call distributor call 4 2005
8,102,985 Method and system for providing a camp-on hold service 1 2005
7,995,559 System and method for interworking communication protocols to provide supplementary services 1 2006
7,778,274 System and method for providing a compatibility feature in a session initiation protocol (SIP) environment 0 2006
7,764,669 System and method providing for interoperability of session initiation protocol (SIP) and H.323 for secure realtime transport protocol (SRTP) session establishment 2 2006
7,729,482 Method and system for providing communication protocol interoperability 0 2006
7,701,971 System and method for providing a compatibility feature in a session initiation protocol (SIP) environment 0 2006
7,596,150 System and method for consolidating media signaling to facilitate internet protocol (IP) telephony 1 2006
8,036,360 System and method for hook state notification 0 2006
8,495,231 System and method for remote call control 0 2006
8,015,305 System and method for implementing a session initiation protocol feature 0 2006
8,139,566 System and method for establishing a communication session between two endpoints that do not both support secure media 0 2006
7,852,783 Identify a secure end-to-end voice call 2 2006
8,761,377 Routing contact center interactions 0 2011
8,694,648 System and method for implementing a session initiation protocol feature 0 2011
 
AMAZON TECHNOLOGIES, INC. (19)
7,945,469 Providing an electronic marketplace to facilitate human performance of programmatically submitted tasks 3 2004
8,005,697 Performing automated price determination for tasks to be performed 9 2006
8,024,211 Automatically generating assessments of qualification relevance and qualification issuer credibility 2 2006
7,899,694 Generating solutions to problems via interactions with human responders 13 2006
8,170,897 Automated validation of results of human performance of tasks 6 2006
8,046,250 Facilitating performance by task performers of language-specific tasks 2 2006
7,945,470 Facilitating performance of submitted tasks by mobile task performers 11 2006
7,885,844 Automatically generating task recommendations for human task performers 16 2006
7,881,957 Identifying tasks for task performers based on task subscriptions 15 2006
8,121,888 Facilitating improvement of results of human performance of tasks 2 2007
8,219,432 Automatically controlling availability of tasks for performance by human users 2 2008
8,306,840 Providing an electronic marketplace to facilitate human performance of programmatically submitted tasks 1 2009
8,458,010 Monitoring and enforcing price parity 0 2009
8,121,879 Automatically generating assessments of qualification relevance and qualification issuer credibility 1 2010
8,255,258 Identifying tasks for task performers based on task subscriptions 4 2010
8,694,350 Automatically generating task recommendations for human task performers 0 2010
8,392,235 Performing automated price determination for tasks to be performed 0 2011
8,386,302 Facilitating improvement of results of human performance of tasks 1 2012
8,498,892 Automated validation of results of human performance of tasks 0 2012
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (8)
7,480,065 Facsimile telecommunications system and method 12 2004
7,808,936 Systems and methods for facsimile echo cancellation 1 2005
7,808,671 Methods and systems for fax routing 5 2009
7,869,076 Facsimile telecommunications system and method 7 2009
8,031,360 Methods and systems for fax routing 2 2010
8,325,635 Systems and methods for facsimile echo cancellation 0 2010
8,081,337 Facsimile telecommunications system and method 1 2011
8,400,664 Facsimile telecommunications system and method 0 2011
 
AT&T INTELLECTUAL PROPERTY I, L.P. (8)
7,657,005 System and method for identifying telephone callers 13 2004
7,751,551 System and method for speech-enabled call routing 10 2005
7,627,096 System and method for independently recognizing and selecting actions and objects in a speech recognition system 14 2005
8,280,030 Call routing system and method of using the same 1 2009
8,503,662 System and method for speech-enabled call routing 2 2010
8,619,966 Call routing system and method of using the same 0 2012
8,751,232 System and method for targeted tuning of a speech recognition system 0 2013
8,824,659 System and method for speech-enabled call routing 0 2013
 
AVAYA INC. (7)
8,094,804 Method and apparatus for assessing the status of work waiting for service 2 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 6 2003
8,738,412 Method and apparatus for supporting individualized selection rules for resource allocation 0 2004
8,234,141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 1 2005
7,949,121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 4 2005
8,751,274 Method and apparatus for assessing the status of work waiting for service 0 2008
8,306,212 Time-based work assignments in automated contact distribution 0 2010
 
WEST CORPORATION (6)
8,009,822 System for geographic agent routing 1 2006
7,961,866 Method and computer readable medium for geographic agent routing 19 2006
8,559,618 Contact center call routing by agent attribute 0 2006
8,472,609 Method and computer readable medium for geographic agent routing 0 2011
8,488,773 System for geographic agent routing 0 2011
8,731,179 System for geographic agent routing 0 2013
 
CONVERGYS CUSTOMER MANAGEMENT DELAWARE LLC (4)
7,599,861 System and method for closed loop decisionmaking in an automated care system 12 2006
8,379,830 System and method for automated customer service with contingent live interaction 3 2007
7,809,663 System and method for supporting the utilization of machine language 3 2007
8,452,668 System for closed loop decisionmaking in an automated care system 0 2009
 
INGENIO LLC (3)
8,125,931 Systems and methods to provide availability indication 4 2006
7,720,091 Systems and methods to arrange call back 15 2006
8,532,276 Systems and methods to provide telephonic connections via concurrent calls 0 2007
 
SBC KNOWLEDGE VENTURES, L.P. (3)
7,936,861 Announcement system and method of use 4 2004
7,450,698 System and method of utilizing a hybrid semantic model for speech recognition 20 2005
8,548,157 System and method of managing incoming telephone calls at a call center 0 2005
 
AT&T INTELLECTUAL PROPERTY, LP (2)
8,102,992 Dynamic load balancing between multiple locations with different telephony system 0 2007
8,660,256 Dynamic load balancing between multiple locations with different telephony system 0 2011
 
CASSIDIAN COMMUNICATIONS, INC. (1)
8,761,071 Internet protocol radio dispatch system and method 0 2012
 
OBJECT VIDEO, INC. (1)
8,121,626 Method and systems for short message forwarding services 5 2007
 
TELETECH CUSTOMER CARE MANAGEMENT (IRELAND) LIMITED (1)
6,970,547 Universal state-aware communications 42 2003

Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
11.5 Year Payment $7400.00 $3700.00 $1850.00 Oct 8, 2014
Fee Large entity fee small entity fee micro entity fee
Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge after expiration - Late payment is unavoidable $700.00 $350.00 $175.00
Surcharge after expiration - Late payment is unintentional $1,640.00 $820.00 $410.00