US Patent No: 6,611,590

Number of patents in Portfolio can not be more than 2000

Enterprise-wide intelligent call center routing

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ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

Internet Call Center quality of service is enhanced by directing all callers' browser-initiated contact requests to a single Internet Interface Controller. Upon receiving a caller's contact request, ruled-based routing is applied at the Internet Interface Controller to determine the Call Center, from among the Enterprise-wide domain of Call Centers, best suited for servicing the call. A pre-routed contact request is created establishing the Call Center best suited for servicing the call as the appropriate destination Call Center and a session is established between the caller and the Call Center best suited for servicing the call.

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First Claim

Related Publications

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2118

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Lu, David T Broomfield, CO 1 51
Zaleckas, Jean F Shark River Hills, NJ 1 51

Cited Art

Patent Info (Count) # Cites Year
 
ACCENTURE GLOBAL SERVICES LIMITED (1)
6,134,530 Rule based routing system and method for a virtual sales and service center 158 1998
 
AT&T CORP. (1)
6,385,646 Method and system for establishing voice communications in an internet environment 88 1996
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (1)
6,393,018 Apparatus and methods enhancing call routing to and within call-centers 11 2000

Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
SPRINT COMMUNICATIONS COMPANY L.P. (12)
6,760,426 Method and system for handling operator calls in a communication network 14 2001
7,106,847 Telecommunication network that provides caller-entered information to a call destination 0 2002
7,099,449 Telecommunication network that provides caller-entered information to multiple call destinations 1 2002
7,298,740 Centralized service control for a telecommunication system 3 2002
7,003,088 Key to correlate a call with call-handling information 2 2002
7,099,454 Caller identification in a communication system 2 2002
7,127,055 Internationally accessible communications 0 2003
7,123,711 Call handling system and method 0 2003
6,978,002 Dynamic routing for a telephone conference call 7 2003
7,076,050 Information correlation system 0 2003
7,899,177 Call-routing system and method 2 2004
7,062,030 Method and system for handling calls in a communication network 1 2004
 
INTERVOICE, INC. (6)
7,274,787 Scheduled return to queue with priority (SRQP) 4 2002
7,230,946 Remote agent access method to a VoIP contact center where high QoS is not supported 3 2002
8,171,420 Automatic management of the visual space while performing a task 2 2003
7,568,001 Escalated handling of non-realtime communications 10 2003
7,382,773 Contact center with normalized multiple protocol architecture 56 2003
7,664,014 High availability VoIP subsystem 0 2005
 
CISCO TECHNOLOGY, INC. (3)
6,981,029 System and method for processing a request for information in a network 67 2001
7,433,455 Processing a communication session using a rules engine 10 2003
7,502,836 System and method for processing a request for information in a network 48 2005
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (2)
8,149,823 Computer telephony integration (CTI) systems and methods for enhancing school safety 1 2003
7,916,853 Methods, systems, and computer program products for providing calendar based routings of communications 0 2005
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
6,822,945 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 51 2002
7,418,094 Method and apparatus for multimedia interaction routing according to agent capacity sets 12 2003
 
MICROSOFT CORPORATION (2)
7,548,612 Common gateway to call control systems 0 2004
RE42901 Common gateway to call control systems 0 2008
 
SAP AG (2)
7,688,966 User interface persistent context area 2 2004
7,962,436 Enhanced call-back service using rule engine 1 2008
 
SIMPLEXITY, LLC C/O VERSA CAPITAL MANAGEMENT, INC. (2)
7,729,944 System and methods for buying and selling telecommunication services via a network 1 1999
7,797,193 Systems and methods for distributing telecommunication services via a network 2 1999
 
VERIZON DATA SERVICES LLC (2)
7,903,796 Method and apparatus for unified communication management via instant messaging 1 2002
7,908,261 Method and apparatus for context based querying 1 2005
 
ACCENTURE GLOBAL SERVICES LIMITED (1)
8,068,599 Call center application data and interoperation architecture for a telecommunication service center 0 2008
 
APPLE INC. (1)
7,929,685 Queuing calls for distribution 2 2004
 
AVAYA INC. (1)
7,212,516 Network spanning heterogeneous call center and method of operation 5 2000
 
BANK OF AMERICA CORPORATION (1)
8,271,509 Search and chat integration system 2008
 
CITICORP CREDIT SERVICES, INC. (1)
7,573,998 Methods and systems for management of data for multiple call centers 1 2005
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (1)
7,453,830 Internet architecture for software based ACD 0 2002
 
HUAWEI TECHNOLOGIES CO., LTD. (1)
8,102,993 Method for routing network call and network call center 0 2007
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
7,684,556 Conversational biometric coupled with speech recognition in passive mode during call hold to affect call routing 2 2009
 
LUCENT TECHNOLOGIES INC. (1)
6,850,612 End user automatic call distributor network control 6 2001
 
MIST SILICON LIMITED LIABILITY COMPANY (1)
6,829,349 System and method for monitoring and routing incoming calls 11 2000
 
MOTOROLA SOLUTIONS, INC. (1)
7,539,494 Inter-site call routing and roaming support 0 2004
 
NETERGY, INC. (1)
8,069,205 Communications controller and method therefor 1 2000
 
NOKIA SIEMENS NETWORKS GMBH & CO. KG (1)
7,027,584 Method for signaling and processing incoming calls for a call center 0 2000
 
ORACLE OTC SUBSIDIARY LLC (1)
6,791,974 Universal internet based telephony system that provides ubiquitous access for subscribers from any terminal device 38 2000
 
ROCKWELL ELECTRONIC COMMERCE CORP. (1)
7,386,115 Combined caller and agent endpoint manager 5 2002
 
SIEMENS ENTERPRISE COMMUNICATIONS GMBH & CO. KG (1)
7,805,968 System for setting up and controlling a conference circuit 0 2002
 
TELESECTOR RESOURCES GROUP, INC. (1)
7,912,199 Methods and systems for remote cell establishment 0 2003
 
VERIZON SERVICES CORP. (1)
7,912,193 Methods and systems for call management with user intervention 1 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 Feb 26, 2015
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