US Patent No: 6,882,641

Number of patents in Portfolio can not be more than 2000

Call center queue administration

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially completed questionnaire may be displayed in a 'pop up' window to a subscriber's operator who can then use the information to assist the caller or, without need of answering the call, to reposition the call within the queue or to divert the call to another directory number. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AG COMMUNICATION SYSTEMS CORPORATION, 2500 W. UTOPIA RD., PHOENIX, AZ 85027, A DE CORP.PHOENIX, AZ52
LUCENT TECHNOLOGIES INC.MURRAY HILL, NJ6894

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gallick, Robert Lawrence Phoenix, AZ 9 190
Hewell, James Franklin Glendale, AZ 2 125
Spenik, John Wesley Phoenix, AZ 4 204

Cited Art Landscape

Patent Info (Count) # Cites Year
 
V3 SOFTWARE DEVELOPMENT CORPORATION (1)
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RPX CLEARINGHOUSE LLC (2)
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LUCENT TECHNOLOGIES INC. (1)
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SONY CORPORATION (1)
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TEKNEKRON CORPORATION (1)
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LENOVO INNOVATIONS LIMITED (HONG KONG) (1)
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ERICSSON INC. (1)
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AVAYA TECHNOLOGY LLC (1)
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
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* 6,259,786 Intelligent virtual queue 98 1999
 
AT&T CORP. (1)
* 6,515,964 Method and apparatus for dynamically controlling the admission of calls to a network 24 1999
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (2)
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8,280,030 Call routing system and method of using the same 2 2009
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* 2010/0296,510 METHOD AND SYSTEM FOR DELIVERY OF A CALLING PARTY'S LOCATION 15 2010
9,020,489 System and method for using location information to execute an action 0 2012
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8,381,135 Proximity detector in handheld device 91 2005
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9,239,673 Gesturing with a multipoint sensing device 0 2012
8,612,856 Proximity detector in handheld device 6 2013
 
INTERACTIONS LLC (3)
9,112,972 System and method for processing speech 1 2012
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LEMI TECHNOLOGY, LLC (8)
8,117,193 Tunersphere 22 2008
8,494,899 Dynamic talk radio program scheduling 0 2008
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8,316,015 Tunersphere 8 2011
8,577,874 Tunersphere 4 2012
8,874,554 Turnersphere 1 2013
8,983,937 Tunersphere 1 2014
9,275,138 System for generating media recommendations in a distributed environment based on seed information 0 2015
 
SBC KNOWLEDGE VENTURES, L.P. (1)
8,751,232 System and method for targeted tuning of a speech recognition system 0 2013
 
Sprint Communications Company L.P. (1)
* 7,127,507 Method and apparatus for network-level monitoring of queue-based messaging systems 63 2001
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (5)
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 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 11 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
8,676,625 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 0 2012
 
QUALCOMM INCORPORATED (3)
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7,092,506 Systems and methods for providing audio information to service agents 9 2001
 
New Voice Media Limited (1)
* 8,139,753 Method and apparatus for handling a telephone call 11 2007
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (6)
* 7,103,170 System and method for providing a call back option for callers to a call center 9 2005
8,639,235 System and method for using location information to execute an action 1 2008
8,538,456 Surveying wireless device users by location 0 2011
8,402,117 Anonymous location service for wireless networks 4 2011
8,494,501 Identity blocking service from a wireless service provider 4 2012
8,509,813 Location blocking service from a wireless service provider 0 2012
 
VIRTUAL HOLD TECHNOLOGY, LLC (7)
8,594,311 Expected wait time augmentation system and method 1 2005
* 2006/0277,550 Expected wait time augmentation system and method 15 2005
7,746,999 Resource based queue management system and method 8 2005
* 2007/0041,565 Resource based queue management system and method 5 2005
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* 2008/0317,058 Accessory queue management system and method for interacting with a queuing system 2 2007
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Phoenix Check Cashing, Inc. (4)
7,520,422 System and method for depositing negotiable instruments 30 2005
7,753,268 System and method for negotiable instrument cashing transaction assistance procedures 31 2005
7,614,550 System and method for negotiable instrument cashing fee setup by type 0 2005
7,997,477 System and method for biometric authorization for check cashing 0 2008
 
CISCO TECHNOLOGY, INC. (16)
* 7,385,622 Method and system for presenting a video call management console 7 2002
* 2003/0142,201 Method and system for presenting a video call management console 3 2002
7,940,913 System and method for improved contact center services to disabled callers 3 2005
* 2006/0256,950 System and method for improved contact center services to disabled callers 6 2005
8,027,459 System and method for providing queue time credit for self-servicing callers 0 2005
* 2006/0256,956 System and method for providing queue time credit for self-servicing callers 22 2005
7,693,274 System and method for return to agents during a contact center session 3 2005
* 2006/0262,921 System and method for return to agents during a contact center session 24 2005
7,463,730 System and method for caller confirmation of call center agent notes 5 2005
* 2007/0116,237 System and method for caller confirmation of call center agent notes 1 2005
7,864,944 Optimal call speed for call center agents 46 2005
* 2007/0121,893 Optimal call speed for call center agents 4 2005
7,606,360 Automated system and method for handling human and caller queues 0 2006
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8,687,785 Authorization to place calls by remote users 2 2006
* 2008/0118,046 Authorization to place calls by remote users 3 2006
 
FUJITSU LIMITED (1)
* 2010/0070,915 TERMINAL APPARATUS AND DISPLAY CONTROL METHOD 1 2009
 
DELL PRODUCTS L.P. (1)
* 2007/0019,801 Method, system and apparatus for tracking support calls and determining proactive support strategies 15 2005
 
PORTO TECHNOLOGY, LLC (3)
9,015,147 System and method for generating dynamically filtered content results, including for audio and/or video channels 0 2007
* 2009/0164,448 SYSTEM AND METHOD FOR GENERATING DYNAMICALLY FILTERED CONTENT RESULTS, INCLUDING FOR AUDIO AND/OR VIDEO CHANNELS 17 2007
9,311,364 System and method for generating dynamically filtered content results, including for audio and/or video channels 0 2015
 
AT&T INTELLECTUAL PROPERTY II, L.P. (3)
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Qula, Inc. (1)
9,363,356 System and methods to enable efficient and interactive management of communications 0 2014
* Cited By Examiner

Maintenance Fees

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11.5 Year Payment $7400.00 $3700.00 $1850.00 Oct 19, 2016
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Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
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