CA2188875A1 - Communications system and method for operating same - Google Patents

Communications system and method for operating same

Info

Publication number
CA2188875A1
CA2188875A1 CA002188875A CA2188875A CA2188875A1 CA 2188875 A1 CA2188875 A1 CA 2188875A1 CA 002188875 A CA002188875 A CA 002188875A CA 2188875 A CA2188875 A CA 2188875A CA 2188875 A1 CA2188875 A1 CA 2188875A1
Authority
CA
Canada
Prior art keywords
communications system
operating same
entire
global
permits
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002188875A
Other languages
French (fr)
Other versions
CA2188875C (en
Inventor
G. Wayne Andrews
Steven H. Webber
James P. Kelly
Lawrence E. Johnson
Jerry A. Stern
Vincent J. Milano, Jr.
Charles R. Davis
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Cisco Technology Inc
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2188875A1 publication Critical patent/CA2188875A1/en
Application granted granted Critical
Publication of CA2188875C publication Critical patent/CA2188875C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H04Q3/66—Traffic distributors
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1307—Call setup
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13091—CLI, identification of calling line
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13104—Central control, computer control
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13148—Maximum profit routing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13167—Redundant apparatus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13206—User-to-user signaling, UUS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13209—ISDN
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13288—Closed user groups, CUG
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13296—Packet switching, X.25, frame relay
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13389—LAN, internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Abstract

A communications system (10, 200, 400, 500) and method for operating same are provided. One embodiment of the present invention permits call routing decisions to be made with "global authority" based upon information gathered in real time from the entire communications system and global optimization criteria. This permits unified central control, ACD features, and management for the entire system.
CA002188875A 1995-03-02 1996-03-04 Communications system and method for operating same Expired - Lifetime CA2188875C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/398,950 US5546452A (en) 1995-03-02 1995-03-02 Communications system using a central controller to control at least one network and agent system
US08/398,950 1995-03-02
PCT/US1996/002890 WO1996027254A1 (en) 1995-03-02 1996-03-04 Communications system and method for operating same

Publications (2)

Publication Number Publication Date
CA2188875A1 true CA2188875A1 (en) 1996-09-06
CA2188875C CA2188875C (en) 2003-07-15

Family

ID=23577486

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002188875A Expired - Lifetime CA2188875C (en) 1995-03-02 1996-03-04 Communications system and method for operating same

Country Status (5)

Country Link
US (3) US5546452A (en)
EP (1) EP0758508A1 (en)
AU (1) AU696984B2 (en)
CA (1) CA2188875C (en)
WO (1) WO1996027254A1 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6801613B1 (en) 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call

Families Citing this family (418)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6226287B1 (en) * 1992-06-25 2001-05-01 Apropros Technology System and method for integrating voice on network with traditional telephony
US6185619B1 (en) 1996-12-09 2001-02-06 Genuity Inc. Method and apparatus for balancing the process load on network servers according to network and serve based policies
CA2139081C (en) * 1994-12-23 1999-02-02 Alastair Gordon Unified messaging system and method
US5854898A (en) 1995-02-24 1998-12-29 Apple Computer, Inc. System for automatically adding additional data stream to existing media connection between two end points upon exchange of notifying and confirmation messages therebetween
US5546452A (en) 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
GB9506290D0 (en) * 1995-03-28 1995-05-17 British Telecomm Teleworking arrangements
US7369650B1 (en) 1995-05-16 2008-05-06 At&T Corp. Service and information management system for a telecommunications network
US5729597A (en) * 1995-05-16 1998-03-17 At&T Corp Service and information management system for a telecommunications network
US5696895A (en) * 1995-05-19 1997-12-09 Compaq Computer Corporation Fault tolerant multiple network servers
US6108704A (en) * 1995-09-25 2000-08-22 Netspeak Corporation Point-to-point internet protocol
US6430282B1 (en) * 1995-09-29 2002-08-06 Nortel Networks Limited Methods and apparatus for originating voice calls
US6879586B2 (en) * 1996-07-09 2005-04-12 Genesys Telecommunications Laboratories, Inc. Internet protocol call-in centers and establishing remote agents
US5754639A (en) * 1995-11-03 1998-05-19 Lucent Technologies Method and apparatus for queuing a call to the best split
US5740238A (en) * 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
WO1997018661A1 (en) * 1995-11-13 1997-05-22 Answersoft, Inc. Intelligent information routing system and method
US6301339B1 (en) 1995-11-15 2001-10-09 Data Race, Inc. System and method for providing a remote user with a virtual presence to an office
GB9603582D0 (en) 1996-02-20 1996-04-17 Hewlett Packard Co Method of accessing service resource items that are for use in a telecommunications system
WO1997022212A1 (en) 1995-12-11 1997-06-19 Hewlett-Packard Company Method of accessing service resource items that are for use in a telecommunications system
DE69635386T2 (en) 1995-12-11 2006-06-22 Hewlett-Packard Development Co., L.P., Houston Method for providing telecommunication services
ATE311728T1 (en) 1995-12-11 2005-12-15 Hewlett Packard Co METHOD FOR PROVIDING TELECOMMUNICATION SERVICES
US6041109A (en) 1995-12-29 2000-03-21 Mci Communications Corporation Telecommunications system having separate switch intelligence and switch fabric
US6327258B1 (en) * 1996-04-04 2001-12-04 Alcatel Usa Sourcing, L.P. Method and apparatus for routing internet calls
US6154445A (en) 1996-04-18 2000-11-28 Bell Atlantic Network Services, Inc. Telephony communication via varied redundant networks
US6069890A (en) * 1996-06-26 2000-05-30 Bell Atlantic Network Services, Inc. Internet telephone service
US7167897B2 (en) * 1996-05-08 2007-01-23 Apple Computer, Inc. Accessories providing a telephone conference application one or more capabilities independent of the teleconference application
US6181929B1 (en) * 1996-05-20 2001-01-30 Motorola, Inc. Method for switching cell site controllers
US5873034A (en) * 1996-07-31 1999-02-16 Ericsson Inc. Default long distance carrier selection within a visited public land mobile network
US5999965A (en) * 1996-08-20 1999-12-07 Netspeak Corporation Automatic call distribution server for computer telephony communications
US6266328B1 (en) 1996-08-26 2001-07-24 Caritas Technologies, Inc. Dial up telephone conferencing system controlled by an online computer network
DE19635329C2 (en) 1996-08-30 1999-11-18 Siemens Ag Method for incorporating functions of an automatic call distribution system into an interactive voice answering system
US6108637A (en) 1996-09-03 2000-08-22 Nielsen Media Research, Inc. Content display monitor
KR19980020514A (en) * 1996-09-09 1998-06-25 김광호 Implementing Fault Tolerance of Private Switching System of Integrated Telecommunication Network
US6501753B1 (en) * 1996-09-19 2002-12-31 Qwest Communications International, Inc. Architecture and method for using an advanced intelligent network (AIN) to reduce voice switch and trunk loading
GB9621248D0 (en) * 1996-10-11 1996-11-27 Univ Cambridge Tech Switching system
US7092379B1 (en) * 1996-10-30 2006-08-15 8×8, Inc. Internet telephony arrangement and method
US6473404B1 (en) 1998-11-24 2002-10-29 Connect One, Inc. Multi-protocol telecommunications routing optimization
US6016307A (en) 1996-10-31 2000-01-18 Connect One, Inc. Multi-protocol telecommunications routing optimization
US6366575B1 (en) * 1996-11-01 2002-04-02 Teloquent Communications Corporation Extended access for automatic call distributing system
US6385191B1 (en) * 1996-11-14 2002-05-07 Avaya Technology Corp. Extending internet calls to a telephony call center
US6690654B2 (en) 1996-11-18 2004-02-10 Mci Communications Corporation Method and system for multi-media collaboration between remote parties
US6754181B1 (en) 1996-11-18 2004-06-22 Mci Communications Corporation System and method for a directory service supporting a hybrid communication system architecture
US6335927B1 (en) 1996-11-18 2002-01-01 Mci Communications Corporation System and method for providing requested quality of service in a hybrid network
US6377568B1 (en) 1996-11-20 2002-04-23 Netspeak Corporation Method and apparatus for performing call matching for internet telephones in legacy call centers
US5987116A (en) * 1996-12-03 1999-11-16 Northern Telecom Limited Call center integration with operator services databases
US6131095A (en) * 1996-12-11 2000-10-10 Hewlett-Packard Company Method of accessing a target entity over a communications network
US6078582A (en) 1996-12-18 2000-06-20 Bell Atlantic Network Services, Inc. Internet long distance telephone service
US6072857A (en) * 1996-12-19 2000-06-06 Bellsouth Intellectual Property Management Corporation Methods and system for monitoring the operational status of a network component in an advanced intelligent network
US6169793B1 (en) 1996-12-24 2001-01-02 Evolving Systems, Inc. Systems and methods for providing order and service mediation for telecommunications systems
US6122362A (en) * 1996-12-24 2000-09-19 Evolving Systems, Inc. Systems and method for providing network element management functionality for managing and provisioning network elements associated with number portability
US6005920A (en) * 1997-01-03 1999-12-21 Ncr Corporation Call center with fault resilient server-switch link
US6731625B1 (en) 1997-02-10 2004-05-04 Mci Communications Corporation System, method and article of manufacture for a call back architecture in a hybrid network with support for internet telephony
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US6064667A (en) * 1997-02-10 2000-05-16 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing to and within call centers
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6434231B2 (en) * 1997-02-10 2002-08-13 Genesys Telecommunications Laboratories, Inc. Virtualized computer telephony integrated link for enhanced functionality in call centers
US5946387A (en) * 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6480600B1 (en) * 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6560328B1 (en) * 1997-04-03 2003-05-06 Genesys Telecommunications Laboratories, Inc. Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
US5920848A (en) * 1997-02-12 1999-07-06 Citibank, N.A. Method and system for using intelligent agents for financial transactions, services, accounting, and advice
US20010040887A1 (en) * 1997-10-09 2001-11-15 Yuri Shtivelman Apparatus and methods enhancing call routing to and within call-centers
EP1235415A3 (en) 1997-02-20 2006-01-04 Hewlett-Packard Company, A Delaware Corporation Provision of telecommunication services
US5923745A (en) * 1997-02-28 1999-07-13 Teknekron Infoswitch Corporation Routing calls to call centers
US6137869A (en) 1997-09-16 2000-10-24 Bell Atlantic Network Services, Inc. Network session management
US6574216B1 (en) 1997-03-11 2003-06-03 Verizon Services Corp. Packet data network voice call quality monitoring
US6304637B1 (en) 1997-03-14 2001-10-16 Itxc, Inc. Method and apparatus for establishing and facilitating a direct quality voice call to a telephone extension on behalf of a client computer
US6263065B1 (en) 1997-03-18 2001-07-17 At&T Corp. Method and apparatus for simulating central queue for distributing call in distributed arrangement of automatic call distributors
US6870827B1 (en) 1997-03-19 2005-03-22 Verizon Services Corp. Voice call alternative routing through PSTN and internet networks
US6134318A (en) 1997-03-19 2000-10-17 At&T Corp System and method for telemarketing through a hypertext network
US6046762A (en) 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US6614783B1 (en) * 1997-04-01 2003-09-02 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system using internet/PSTN call routing
US7426268B2 (en) * 1997-04-11 2008-09-16 Walker Digital, Llc System and method for call routing and enabling interaction between callers with calls positioned in a queue
US6430286B1 (en) * 1997-04-22 2002-08-06 At&T Corp Service and information management system for a telecommunications network
US6175562B1 (en) * 1997-04-29 2001-01-16 Intervoice Limited Partnership Switchless call processing
US6366558B1 (en) * 1997-05-02 2002-04-02 Cisco Technology, Inc. Method and apparatus for maintaining connection state between a connection manager and a failover device
US7039008B1 (en) 1997-05-02 2006-05-02 Cisco Technology, Inc. Method and apparatus for maintaining connection state between a connection manager and a failover device
US5999612A (en) * 1997-05-27 1999-12-07 International Business Machines Corporation Integrated telephony and data services over cable networks
US6009163A (en) * 1997-07-03 1999-12-28 U S West, Inc. Method and system for regulating incoming calls from multiple points of origination
US6078580A (en) * 1997-07-25 2000-06-20 International Business Machines Corporation Operator status server for voice over data
JPH1169016A (en) * 1997-08-26 1999-03-09 Fujitsu Ltd Call control management system
US6393015B1 (en) * 1997-09-12 2002-05-21 Genesys Telecommunications Laboratories, Inc. Method and apparatus for automatic network connection between a small business and a client
EP1038385A1 (en) * 1997-09-18 2000-09-27 Apropos Technology System and method for integrating voice on network with traditional telephony
US6084956A (en) * 1997-09-19 2000-07-04 Nortel Networks Corporation SS7 mediation for data network call setup and services interworking
US6044134A (en) * 1997-09-23 2000-03-28 De La Huerga; Carlos Messaging system and method
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6751210B1 (en) * 1997-10-02 2004-06-15 Siemens Information & Communication Networks, Inc. Alternate telephone call routing system
US6418461B1 (en) 1997-10-06 2002-07-09 Mci Communications Corporation Intelligent call switching node in an intelligent distributed network architecture
EP1031232B1 (en) * 1997-11-14 2007-12-05 Genesys Telecommunications Laboratories, Inc. Negotiated routing in telephony systems
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US6389005B1 (en) * 1997-12-01 2002-05-14 Nortel Networks Limited Automatic backup trunking for voice over the internet
US6122364A (en) * 1997-12-02 2000-09-19 Nortel Networks Corporation Internet network call center
JPH11175329A (en) 1997-12-08 1999-07-02 Hitachi Ltd Application linking method and device therefor
US6359881B1 (en) 1997-12-31 2002-03-19 At&T Corp. Hybrid fiber twisted pair local loop network service architecture
US6044403A (en) * 1997-12-31 2000-03-28 At&T Corp Network server platform for internet, JAVA server and video application server
GB9800803D0 (en) * 1998-01-14 1998-03-11 British Telecomm Communications sytem
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US8130749B2 (en) * 1998-02-17 2012-03-06 Genesys Telecommunications Laboratories Inc., A Corp of California Telephone network interface bridge between data telephony networks and dedicated connection telephony networks
US6122365A (en) * 1998-12-18 2000-09-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
US6418146B1 (en) * 1999-12-10 2002-07-09 Genesys Telecommunications Laboratories, Inc. Integrated communication center functionality for WAP devices
US6061347A (en) * 1998-03-03 2000-05-09 Rockwell Semiconductor Systems, Inc. ACD with packet data based agent interconnect
US6434532B2 (en) * 1998-03-12 2002-08-13 Aladdin Knowledge Systems, Ltd. Interactive customer support for computer programs using network connection of user machine
US6173053B1 (en) 1998-04-09 2001-01-09 Avaya Technology Corp. Optimizing call-center performance by using predictive data to distribute calls among agents
US6650748B1 (en) 1998-04-13 2003-11-18 Avaya Technology Corp. Multiple call handling in a call center
US6115693A (en) * 1998-04-17 2000-09-05 Andersen Consulting Llp Quality center and method for a virtual sales and service center
US6064973A (en) * 1998-04-17 2000-05-16 Andersen Consulting Llp Context manager and method for a virtual sales and service center
US6070142A (en) * 1998-04-17 2000-05-30 Andersen Consulting Llp Virtual customer sales and service center and method
US6134530A (en) * 1998-04-17 2000-10-17 Andersen Consulting Llp Rule based routing system and method for a virtual sales and service center
US6490347B2 (en) * 1998-04-24 2002-12-03 At&T Corp. Method and apparatus for providing telecommunications trunk group selection for use in a public network in accordance with customer preference
US6044368A (en) * 1998-04-30 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for multiple agent commitment tracking and notification
GB2337892B (en) * 1998-05-26 2003-08-27 Mitel Corp Smart transfer for answer positions
US6233332B1 (en) * 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
US6332023B1 (en) * 1998-06-04 2001-12-18 Mci Communications Corporation Method of and system for providing services in a communications network
US7006620B1 (en) 1998-06-12 2006-02-28 Sbc Properties, L.P. System and method for routing both toll-free and caller-paid telephone calls to call service centers
US8150706B2 (en) * 1998-06-16 2012-04-03 Telemanager Technologies, Inc. Remote prescription refill system
US20110082705A1 (en) * 1998-06-16 2011-04-07 Paul Kobylevsky Remote Prescription Refill System
US6011844A (en) * 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system
US6324276B1 (en) 1999-02-12 2001-11-27 Telera, Inc. Point-of-presence call center management system
DE19830007A1 (en) * 1998-06-24 1999-12-30 Deutsche Telekom Ag Method of operating a global virtual call center worldwide via Internet
JP3522118B2 (en) * 1998-08-05 2004-04-26 富士通株式会社 Gateway device for Internet telephone
KR100290675B1 (en) 1998-08-26 2001-07-12 윤종용 Methdo for monitoring digital line signal in pabx
US6633539B1 (en) 1998-08-28 2003-10-14 Cisco Technology, Inc. Device, method and article of manufacture for call setup pacing in connection-oriented networks
US6681010B1 (en) * 1998-09-01 2004-01-20 Genesys Telecommunications Laboratories, Inc. Methods, systems and computer program products for automatic task distribution
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6389007B1 (en) * 1998-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
GB2342529B (en) 1998-10-05 2003-06-04 Hewlett Packard Co Call Centre
US6161133A (en) 1998-10-19 2000-12-12 Lexton Systems, Inc. Method and apparatus for configuration of an internet appliance
EP1003117A3 (en) 1998-11-17 2003-07-23 Citibank, N.A. Method and system for strategic services enterprise workload management
US6430276B1 (en) 1998-11-18 2002-08-06 Hewlett-Packard Company Telecommunications system and method providing generic network access service
US6665395B1 (en) * 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US6333979B1 (en) 1998-12-17 2001-12-25 At&T Corp. Method and apparatus for assigning incoming communications to communications processing centers
US20020093942A1 (en) * 1999-01-13 2002-07-18 Leonid A Yegoshin Method and apparatus for creating and distributing cost telephony-switching functionality within an ip network
US7295669B1 (en) 1999-01-21 2007-11-13 Avaya Technology Corp. Call center telephone and data flow connection system
US6320956B1 (en) * 1999-01-25 2001-11-20 Willow Csn, Inc. Multiple client remote agent network method
US7200219B1 (en) 1999-02-10 2007-04-03 Avaya Technology Corp. Dynamically allocating server resources to competing classes of work based upon achievement of service goals
US6990524B1 (en) 1999-03-01 2006-01-24 Rockwell Electronic Commerce Technologies, Llc ACD multimedia customer contact routing with delay announcements
CA2299249A1 (en) * 1999-03-01 2000-09-01 Darryl Hymel Acd multimedia customer contact routing with delay announcements
US6584191B1 (en) 1999-08-27 2003-06-24 Aspect Communications Corporation Staffing-based percentage-allocation routing using real-time data
US6744877B1 (en) 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing
WO2000054470A1 (en) 1999-03-12 2000-09-14 Lextron Systems, Inc. System for controlling processing of data passing through network gateways between two disparate communications networks
US6223165B1 (en) 1999-03-22 2001-04-24 Keen.Com, Incorporated Method and apparatus to connect consumer to expert
US6965915B1 (en) * 1999-03-30 2005-11-15 Siemens Aktiengesellschaft Communications system for the control of a communications terminal by a remote computer
US6345093B1 (en) 1999-04-13 2002-02-05 Davox Corporation System and method for providing automated take back and transfer functionality to a computer telephony system
FI107099B (en) * 1999-04-14 2001-05-31 Ericsson Telefon Ab L M Routing between telecommunications networks
US6487290B1 (en) 1999-04-28 2002-11-26 Periphonics Corporation Call routing based on local status evaluation
US6560329B1 (en) * 1999-04-29 2003-05-06 Teloquent Communications Corporation Automated call routing system
US6442547B1 (en) 1999-06-02 2002-08-27 Andersen Consulting System, method and article of manufacture for information service management in a hybrid communication system
US6542593B1 (en) 1999-06-02 2003-04-01 Accenture Llp Rules database server in a hybrid communication system architecture
US6081518A (en) * 1999-06-02 2000-06-27 Anderson Consulting System, method and article of manufacture for cross-location registration in a communication system architecture
US6556659B1 (en) 1999-06-02 2003-04-29 Accenture Llp Service level management in a hybrid network architecture
US6604146B1 (en) 1999-06-15 2003-08-05 Viasat, Inc. Efficient internet service implementation for mesh satellite networks using centralized router server for distribution of destination tables
US7058817B1 (en) 1999-07-02 2006-06-06 The Chase Manhattan Bank System and method for single sign on process for websites with multiple applications and services
US6553113B1 (en) * 1999-07-09 2003-04-22 First Usa Bank, Na System and methods for call decisioning in a virtual call center integrating telephony with computers
US7536002B1 (en) 1999-07-09 2009-05-19 Jpmorgan Chase Bank, National Association System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
US6760727B1 (en) 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
DE19937675C2 (en) 1999-08-10 2002-01-31 Siemens Ag Method and device for increasing the reliability of information centers connected to switching centers
US6700972B1 (en) * 1999-08-25 2004-03-02 Verizon Corporate Services Group Inc. System and method for processing and collecting data from a call directed to a call center
US6996603B1 (en) * 1999-08-31 2006-02-07 Qwest Communications International, Inc. Automatic desktop audio/video/data conferencing distributor
US6587557B1 (en) 1999-09-07 2003-07-01 Concerto Software, Inc. System and method of distributing outbound telephony services over a computer network
US7092509B1 (en) 1999-09-21 2006-08-15 Microlog Corporation Contact center system capable of handling multiple media types of contacts and method for using the same
US7633963B1 (en) * 1999-09-22 2009-12-15 Plantronics, Inc. Accessory interface bus for telephone headset adapter
US6735716B1 (en) 1999-09-27 2004-05-11 Cisco Technology, Inc. Computerized diagnostics and failure recovery
US20020010608A1 (en) 1999-10-08 2002-01-24 Scott Faber System for provding services in real-time overthe internet
US7308422B1 (en) * 1999-10-08 2007-12-11 Utbk, Inc. System for recording and distributing recorded information over the internet
US6823384B1 (en) 1999-10-15 2004-11-23 James Wilson Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
US7321864B1 (en) 1999-11-04 2008-01-22 Jpmorgan Chase Bank, N.A. System and method for providing funding approval associated with a project based on a document collection
WO2001033477A2 (en) 1999-11-04 2001-05-10 Jpmorgan Chase Bank System and method for automated financial project management
US8571975B1 (en) 1999-11-24 2013-10-29 Jpmorgan Chase Bank, N.A. System and method for sending money via E-mail over the internet
US10275780B1 (en) 1999-11-24 2019-04-30 Jpmorgan Chase Bank, N.A. Method and apparatus for sending a rebate via electronic mail over the internet
EP1238508A1 (en) * 1999-11-26 2002-09-11 Mobile Telephone Networks (Proprietary) Limited Communication method and system
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
KR100518071B1 (en) * 1999-12-21 2005-09-28 가와테츠 죠호 시스테무 가부시키가이샤 Method and device for call center operation
US6983301B1 (en) 2000-02-02 2006-01-03 Siemens Communications, Inc. Background processing deferment for computer telephony
US6867789B1 (en) 2000-02-15 2005-03-15 Bank One, Delaware, National Association System and method for generating graphical user interfaces
US6678371B1 (en) * 2000-02-15 2004-01-13 Avaya Technolocy Corp. Direct customer control of a network router
US7496924B2 (en) * 2000-03-27 2009-02-24 Siemens Communications, Inc. Dispatching messages among registered software modules in telecommunications system including telephony internet server coupled between packet network and PBX
US6442247B1 (en) * 2000-03-29 2002-08-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
FR2807541B1 (en) * 2000-04-10 2003-10-03 France Telecom INFORMATION SYSTEM FOR CONSTRUCTION, MANAGEMENT AND SUPERVISION IN A TRANSPORT NETWORK OF A BEAM HAVING RESOURCES BETWEEN TWO NODES AND NODE OF ACCESS TO A TRANSPORT NETWORK
US6956941B1 (en) 2000-04-12 2005-10-18 Austin Logistics Incorporated Method and system for scheduling inbound inquiries
US7844504B1 (en) 2000-04-27 2010-11-30 Avaya Inc. Routing based on the contents of a shopping cart
US6725218B1 (en) 2000-04-28 2004-04-20 Cisco Technology, Inc. Computerized database system and method
US7269160B1 (en) 2000-05-26 2007-09-11 Buffalo International, Inc. Voice over internet call center integration
US6978247B1 (en) 2000-06-07 2005-12-20 Avaya Technology Corp. Multimedia customer care center having a layered control architecture
SG102575A1 (en) * 2000-06-07 2004-03-26 Kent Ridge Digital Labs Programmable mobility enabled connection management system
US7426530B1 (en) 2000-06-12 2008-09-16 Jpmorgan Chase Bank, N.A. System and method for providing customers with seamless entry to a remote server
US6931112B1 (en) * 2000-06-12 2005-08-16 Aspect Communications Corporation User invoked directed outdial method and apparatus
US8069205B1 (en) 2000-06-16 2011-11-29 8X8, Inc. Communications controller and method therefor
US6665393B1 (en) 2000-06-16 2003-12-16 Cisco Technology, Inc. Call routing control using call routing scripts
US10185936B2 (en) 2000-06-22 2019-01-22 Jpmorgan Chase Bank, N.A. Method and system for processing internet payments
DE10032416A1 (en) * 2000-07-04 2002-01-17 Siemens Ag Availability of features for telecommunication systems connected via an IP network
US7142662B2 (en) 2000-07-11 2006-11-28 Austin Logistics Incorporated Method and system for distributing outbound telephone calls
US7502460B2 (en) 2006-11-20 2009-03-10 Austin Logistics Incorporated Method and system for distributing outbound telephone calls
US7103173B2 (en) 2001-07-09 2006-09-05 Austin Logistics Incorporated System and method for preemptive goals based routing of contact records
US7496652B2 (en) * 2000-07-17 2009-02-24 Teleservices Solutions, Inc. Intelligent network providing network access services (INP-NAS)
US6807269B1 (en) 2000-07-20 2004-10-19 Cisco Technology, Inc. Call management implemented using call routing engine
US6865540B1 (en) 2000-08-09 2005-03-08 Ingenio, Inc. Method and apparatus for providing group calls via the internet
US7400718B2 (en) * 2000-08-24 2008-07-15 Golden Voice Technology & Training Llc Automated business form information aquisition system
US6819754B1 (en) 2000-08-29 2004-11-16 Cisco Technology, Inc. Generation of communication system control scripts
US6690789B1 (en) 2000-08-31 2004-02-10 Cisco Technology, Inc. Fault tolerant telephony control
US6674852B1 (en) 2000-08-31 2004-01-06 Cisco Technology, Inc. Call management implemented using call routing engine
FI20001958A (en) * 2000-09-05 2002-03-06 Elisa Comm Oyj A method for controlling calls and telephone service functions
DE10046313A1 (en) * 2000-09-19 2002-04-04 Siemens Ag Distributed communication system
US8335855B2 (en) 2001-09-19 2012-12-18 Jpmorgan Chase Bank, N.A. System and method for portal infrastructure tracking
US7246263B2 (en) 2000-09-20 2007-07-17 Jpmorgan Chase Bank System and method for portal infrastructure tracking
US7099451B1 (en) 2000-09-27 2006-08-29 Cisco Technology, Inc. Call management using call routing engine
US7627665B2 (en) * 2000-09-28 2009-12-01 Barker Geoffrey T System and method for providing configurable security monitoring utilizing an integrated information system
AU2001296925A1 (en) 2000-09-28 2002-04-08 Vigilos, Inc. Method and process for configuring a premises for monitoring
US8392552B2 (en) 2000-09-28 2013-03-05 Vig Acquisitions Ltd., L.L.C. System and method for providing configurable security monitoring utilizing an integrated information system
US7515597B1 (en) * 2000-10-03 2009-04-07 Eads Telecom North America Inc. Distributed switching platform and method of operating the same
US6782091B1 (en) * 2000-10-13 2004-08-24 Dunning Iii Emerson C Virtual call distribution system
GB2368930B (en) * 2000-10-17 2005-04-06 Hewlett Packard Co Establishment of a deferred network communication session
GB2368246B (en) * 2000-10-17 2004-09-01 Hewlett Packard Co Overview subsystem for information page server
GB2368226B (en) * 2000-10-17 2004-08-25 Hewlett Packard Co Helper entity for comuunication session
GB2368227B (en) * 2000-10-17 2003-12-10 Hewlett Packard Co Contact center
GB2368223B (en) * 2000-10-17 2004-01-07 Hewlett Packard Co Associating parties with communication sessions
GB2368225B (en) * 2000-10-17 2003-12-10 Hewlett Packard Co Inviting assistant entity into a network communication session
GB2368224B (en) * 2000-10-17 2004-08-25 Hewlett Packard Co Content provider entity for communication session
US7564957B1 (en) * 2000-10-20 2009-07-21 Verizon Corporate Services Group Inc. Method and system for call center screening
US6636590B1 (en) * 2000-10-30 2003-10-21 Ingenio, Inc. Apparatus and method for specifying and obtaining services through voice commands
US7299259B2 (en) 2000-11-08 2007-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US7929562B2 (en) 2000-11-08 2011-04-19 Genesis Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
GB0029025D0 (en) * 2000-11-29 2001-01-10 Hewlett Packard Co Enhancement of communication capabilities
DE10063148A1 (en) * 2000-12-18 2002-06-20 Deutsche Telekom Ag Dialogue system for human-machine interaction with cooperating dialogue facilities
US7212516B1 (en) * 2000-12-22 2007-05-01 Nortel Networks Limited Network spanning heterogeneous call center and method of operation
US20020095473A1 (en) * 2001-01-12 2002-07-18 Stuart Berkowitz Home-based client-side media computer
US7289623B2 (en) 2001-01-16 2007-10-30 Utbk, Inc. System and method for an online speaker patch-through
US7254641B2 (en) * 2001-01-30 2007-08-07 Intervoice, Inc. Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
US7568001B2 (en) * 2001-01-30 2009-07-28 Intervoice, Inc. Escalated handling of non-realtime communications
US6925167B2 (en) * 2001-02-01 2005-08-02 Estech Systems, Inc. Service observing in a voice over IP telephone system
US6898277B1 (en) * 2001-03-05 2005-05-24 Verizon Corporate Services Group Inc. System and method for annotating recorded information from contacts to contact center
US6879685B1 (en) * 2001-03-05 2005-04-12 Verizon Corporate Services Group Inc. Apparatus and method for analyzing routing of calls in an automated response system
US20020133402A1 (en) * 2001-03-13 2002-09-19 Scott Faber Apparatus and method for recruiting, communicating with, and paying participants of interactive advertising
DE10112309A1 (en) * 2001-03-14 2002-09-26 Siemens Ag Call distribution method in a telecommunications network and associated components
US7159006B2 (en) * 2001-03-28 2007-01-02 Siemens Communications, Inc. Method and apparatus for proprietary data interface in a distributed telecommunications system
US20020141386A1 (en) * 2001-03-29 2002-10-03 Minert Brian D. System, apparatus and method for voice over internet protocol telephone calling using enhanced signaling packets and localized time slot interchanging
US8849716B1 (en) 2001-04-20 2014-09-30 Jpmorgan Chase Bank, N.A. System and method for preventing identity theft or misuse by restricting access
US20020176377A1 (en) * 2001-05-22 2002-11-28 Hamilton Thomas E. Service platform on wireless network
US20020176378A1 (en) * 2001-05-22 2002-11-28 Hamilton Thomas E. Platform and method for providing wireless data services
US20020177431A1 (en) * 2001-05-22 2002-11-28 Hamilton Thomas E. Packet switched data service on a wireless network
WO2002099598A2 (en) 2001-06-07 2002-12-12 First Usa Bank, N.A. System and method for rapid updating of credit information
US7110525B1 (en) 2001-06-25 2006-09-19 Toby Heller Agent training sensitive call routing system
US6760427B2 (en) 2001-06-28 2004-07-06 Inter-Tel, Inc. Computer telephony (CT) network serving multiple telephone switches
US7715546B2 (en) 2001-07-09 2010-05-11 Austin Logistics Incorporated System and method for updating contact records
US7054434B2 (en) 2001-07-09 2006-05-30 Austin Logistics Incorporated System and method for common account based routing of contact records
US7266839B2 (en) 2001-07-12 2007-09-04 J P Morgan Chase Bank System and method for providing discriminated content to network users
CN1177435C (en) * 2001-08-24 2004-11-24 华为技术有限公司 Hierarchical management system for distributed network management platform
US6704403B2 (en) 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
US7103576B2 (en) 2001-09-21 2006-09-05 First Usa Bank, Na System for providing cardless payment
CA2466071C (en) 2001-11-01 2016-04-12 Bank One, Delaware, N.A. System and method for establishing or modifying an account with user selectable terms
US6735299B2 (en) 2001-11-08 2004-05-11 Avaya Technology Corp. Automatic call distribution groups in call center management systems
US7058046B2 (en) * 2001-11-15 2006-06-06 International Business Machines Corporation Scalable call management system
US6920441B2 (en) * 2001-11-29 2005-07-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center
US7987501B2 (en) 2001-12-04 2011-07-26 Jpmorgan Chase Bank, N.A. System and method for single session sign-on
US7580850B2 (en) * 2001-12-14 2009-08-25 Utbk, Inc. Apparatus and method for online advice customer relationship management
US7937439B2 (en) * 2001-12-27 2011-05-03 Utbk, Inc. Apparatus and method for scheduling live advice communication with a selected service provider
US6748073B2 (en) 2002-01-03 2004-06-08 Avaya Technology Corp. Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration
US7480715B1 (en) 2002-01-25 2009-01-20 Vig Acquisitions Ltd., L.L.C. System and method for performing a predictive threat assessment based on risk factors
US20030182464A1 (en) * 2002-02-15 2003-09-25 Hamilton Thomas E. Management of message queues
US7941533B2 (en) 2002-02-19 2011-05-10 Jpmorgan Chase Bank, N.A. System and method for single sign-on session management without central server
US7343010B2 (en) * 2002-02-25 2008-03-11 Genesys Telecommunications Laboratories, Inc. System and method for integrated resource scheduling and task allocation
US7409054B2 (en) * 2002-02-25 2008-08-05 Genesys Telecommunications Laboratories, Inc System and method for integrated resource scheduling, task allocation and agent work management
US7372952B1 (en) 2002-03-07 2008-05-13 Wai Wu Telephony control system with intelligent call routing
US7336779B2 (en) 2002-03-15 2008-02-26 Avaya Technology Corp. Topical dynamic chat
US7415417B2 (en) 2002-03-15 2008-08-19 Avaya Technology Corp. Presence awareness agent
US7353383B2 (en) 2002-03-18 2008-04-01 Jpmorgan Chase Bank, N.A. System and method for single session sign-on with cryptography
US20030177283A1 (en) * 2002-03-18 2003-09-18 Hamilton Thomas E. Application program interface
US7246324B2 (en) 2002-05-23 2007-07-17 Jpmorgan Chase Bank Method and system for data capture with hidden applets
US7143174B2 (en) 2002-06-12 2006-11-28 The Jpmorgan Chase Bank, N.A. Method and system for delayed cookie transmission in a client-server architecture
US7620169B2 (en) 2002-06-17 2009-11-17 Avaya Inc. Waiting but not ready
US7472171B2 (en) 2002-06-21 2008-12-30 Jpmorgan Chase Bank, National Association Method and system for determining receipt of a delayed cookie in a client-server architecture
US7230946B2 (en) * 2002-08-16 2007-06-12 Nuasis Corporation Remote agent access method to a VoIP contact center where high QoS is not supported
WO2004017584A1 (en) * 2002-08-16 2004-02-26 Nuasis Corporation Contact center architecture
US8171420B2 (en) * 2002-08-16 2012-05-01 Intervoice, Inc. Automatic management of the visual space while performing a task
US7274787B1 (en) 2002-08-16 2007-09-25 Intervoice, Inc. Scheduled return to queue with priority (SRQP)
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
US20040059701A1 (en) * 2002-09-20 2004-03-25 Sergey Fedorov Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment
US7298836B2 (en) * 2002-09-24 2007-11-20 At&T Bls Intellectual Property, Inc. Network-based healthcare information systems
US7058660B2 (en) 2002-10-02 2006-06-06 Bank One Corporation System and method for network-based project management
US8301493B2 (en) 2002-11-05 2012-10-30 Jpmorgan Chase Bank, N.A. System and method for providing incentives to consumers to share information
US7376228B2 (en) * 2002-12-18 2008-05-20 Castel, Inc. Call center management systems
US7620170B2 (en) * 2002-12-31 2009-11-17 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) complete customer contact center
US7356139B2 (en) * 2002-12-31 2008-04-08 At&T Delaware Intellectual Property, Inc. Computer telephony integration (CTI) complete hospitality contact center
US7573999B2 (en) 2002-12-31 2009-08-11 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) complete healthcare contact center
US7440567B2 (en) * 2003-01-27 2008-10-21 At&T Intellectual Property I, L.P. Healthcare virtual private network methods and systems
US8149823B2 (en) * 2003-01-27 2012-04-03 At&T Intellectual Property I, L.P. Computer telephony integration (CTI) systems and methods for enhancing school safety
US7248688B2 (en) * 2003-01-27 2007-07-24 Bellsouth Intellectual Property Corporation Virtual physician office systems and methods
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
ATE548490T1 (en) * 2003-04-17 2012-03-15 Picanol METHOD FOR OPERATING A WEAVING MACHINE
US7505572B2 (en) * 2003-05-20 2009-03-17 Oc Concepts, Inc. Caller information system
US7684550B2 (en) * 2003-05-20 2010-03-23 Oc Concepts, Inc. Customer information system
US20040255186A1 (en) * 2003-05-27 2004-12-16 Lucent Technologies, Inc. Methods and apparatus for failure detection and recovery in redundant systems
US7359498B2 (en) * 2003-06-12 2008-04-15 Utbk, Inc. Systems and methods for arranging a call
US7698183B2 (en) 2003-06-18 2010-04-13 Utbk, Inc. Method and apparatus for prioritizing a listing of information providers
US7886009B2 (en) 2003-08-22 2011-02-08 Utbk, Inc. Gate keeper
US20050047584A1 (en) * 2003-08-26 2005-03-03 Capital One Financial Corporation System and method for customized intelligent contact routing
US7505578B2 (en) * 2003-08-28 2009-03-17 Nortel Networks Limited Load balancing in a network of contact centres
AU2004274717A1 (en) * 2003-09-22 2005-03-31 Inserm (Institut National De La Sante Et De La Recherche Medicale) A method for detecting Nipah virus and method for providing immunoprotection against henipaviruses
US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7120235B2 (en) * 2003-10-06 2006-10-10 Ingenio, Inc. Method and apparatus to provide pay-per-call performance based advertising
US8121898B2 (en) 2003-10-06 2012-02-21 Utbk, Inc. Methods and apparatuses for geographic area selections in pay-per-call advertisement
US7424442B2 (en) 2004-05-04 2008-09-09 Utbk, Inc. Method and apparatus to allocate and recycle telephone numbers in a call-tracking system
US7366683B2 (en) 2003-10-06 2008-04-29 Utbk, Inc. Methods and apparatuses for offline selection of pay-per-call advertisers
US8024224B2 (en) * 2004-03-10 2011-09-20 Utbk, Inc. Method and apparatus to provide pay-per-call advertising and billing
US8027878B2 (en) 2003-10-06 2011-09-27 Utbk, Inc. Method and apparatus to compensate demand partners in a pay-per-call performance based advertising system
US7428497B2 (en) 2003-10-06 2008-09-23 Utbk, Inc. Methods and apparatuses for pay-per-call advertising in mobile/wireless applications
US9984377B2 (en) 2003-10-06 2018-05-29 Yellowpages.Com Llc System and method for providing advertisement
US7761323B2 (en) 2003-10-08 2010-07-20 Aspect Software, Inc. Method and system for scheduling a customer service callback
US8155297B1 (en) 2003-12-02 2012-04-10 Jpmorgan Chase Bank System and method for providing call-back options
US20050137922A1 (en) * 2003-12-18 2005-06-23 International Business Machines Corporation Call center process
US7392386B2 (en) 2004-01-28 2008-06-24 J P Morgan Chase Bank Setuid-filter method for providing secure access to a credentials store for computer systems
US8472612B1 (en) 2004-01-29 2013-06-25 Avaya Inc. Call center customer queue shortcut access code
US7729490B2 (en) 2004-02-12 2010-06-01 Avaya Inc. Post-termination contact management
US8457300B2 (en) 2004-02-12 2013-06-04 Avaya Inc. Instant message contact management in a contact center
US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
US7158909B2 (en) * 2004-03-31 2007-01-02 Balboa Instruments, Inc. Method and system for testing spas
US7953859B1 (en) 2004-03-31 2011-05-31 Avaya Inc. Data model of participation in multi-channel and multi-party contacts
US8000989B1 (en) 2004-03-31 2011-08-16 Avaya Inc. Using true value in routing work items to resources
US7734032B1 (en) 2004-03-31 2010-06-08 Avaya Inc. Contact center and method for tracking and acting on one and done customer contacts
US7519626B2 (en) * 2004-04-21 2009-04-14 Nortel Networks Limited Management of contacts in a network of contact centers
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US7949123B1 (en) 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7657021B2 (en) 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US20070008894A1 (en) * 2004-10-19 2007-01-11 Idt Corporation Telecommunications-based link monitoring system
US7207112B2 (en) * 2005-01-12 2007-04-24 Wen-Ya Yeh Combination hairdressing scissor assembly
US20060182252A1 (en) * 2005-02-01 2006-08-17 Sbc Knowledge Ventures Lp Method and apparatus for maintaining automated call transfers between service centers
US7944469B2 (en) * 2005-02-14 2011-05-17 Vigilos, Llc System and method for using self-learning rules to enable adaptive security monitoring
US9202219B2 (en) * 2005-02-16 2015-12-01 Yellowpages.Com Llc System and method to merge pay-for-performance advertising models
US8538768B2 (en) 2005-02-16 2013-09-17 Ingenio Llc Methods and apparatuses for delivery of advice to mobile/wireless devices
US7979308B2 (en) * 2005-03-03 2011-07-12 Utbk, Inc. Methods and apparatuses for sorting lists for presentation
US7567653B1 (en) 2005-03-22 2009-07-28 Avaya Inc. Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7809127B2 (en) 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
JP4704106B2 (en) * 2005-05-27 2011-06-15 アルパイン株式会社 Videophone device and videophone system
JP4564408B2 (en) * 2005-05-31 2010-10-20 株式会社東芝 Server device
US8185877B1 (en) 2005-06-22 2012-05-22 Jpmorgan Chase Bank, N.A. System and method for testing applications
TWI272800B (en) * 2005-06-22 2007-02-01 Inventec Multimedia & Telecom Network phone apparatus
JP4585391B2 (en) * 2005-06-30 2010-11-24 株式会社東芝 Server device
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US7517355B2 (en) * 2005-09-08 2009-04-14 Medafor, Incorporated Method of supporting and/or applying particulate materials
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US8577015B2 (en) 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US8599832B2 (en) 2005-09-28 2013-12-03 Ingenio Llc Methods and apparatuses to connect people for real time communications via voice over internet protocol (VOIP)
US8761154B2 (en) 2005-09-28 2014-06-24 Ebbe Altberg Methods and apparatuses to access advertisements through voice over internet protocol (VoIP) applications
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US7752230B2 (en) 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9197479B2 (en) 2006-01-10 2015-11-24 Yellowpages.Com Llc Systems and methods to manage a queue of people requesting real time communication connections
US7720091B2 (en) * 2006-01-10 2010-05-18 Utbk, Inc. Systems and methods to arrange call back
US20070165841A1 (en) * 2006-01-10 2007-07-19 Scott Faber Systems and methods to provide guidance during a process to establish a communication connection
US8125931B2 (en) * 2006-01-10 2012-02-28 Utbk, Inc. Systems and methods to provide availability indication
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
CN103533515B (en) * 2006-02-03 2016-11-16 黑莓有限公司 Realize method and the subscriber equipment of the communication of PTT media bursts
US8737173B2 (en) 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US8300798B1 (en) 2006-04-03 2012-10-30 Wai Wu Intelligent communication routing system and method
SE531400C2 (en) * 2006-05-10 2009-03-24 Rebtel Networks Ab telephone Communication
ES2524435T3 (en) * 2006-05-30 2014-12-09 Actimizer A/S A dynamic connection distributor
US9247058B2 (en) * 2006-05-30 2016-01-26 Actimizer A/S Dynamic connection distributor
US8793490B1 (en) 2006-07-14 2014-07-29 Jpmorgan Chase Bank, N.A. Systems and methods for multifactor authentication
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8391463B1 (en) 2006-09-01 2013-03-05 Avaya Inc. Method and apparatus for identifying related contacts
US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
US7835514B1 (en) 2006-09-18 2010-11-16 Avaya Inc. Provide a graceful transfer out of active wait treatment
US7822019B2 (en) * 2006-09-29 2010-10-26 Avaya, Inc. Direction of communications sessions to contact centers
US9317855B2 (en) 2006-10-24 2016-04-19 Yellowpages.Com Llc Systems and methods to provide voice connections via local telephone numbers
US20080117839A1 (en) * 2006-11-16 2008-05-22 Firsthand Technologies Inc. Method and system for managing integrated media group communications
US8767944B1 (en) 2007-01-03 2014-07-01 Avaya Inc. Mechanism for status and control communication over SIP using CODEC tunneling
US8451825B2 (en) 2007-02-22 2013-05-28 Utbk, Llc Systems and methods to confirm initiation of a callback
US8738393B2 (en) * 2007-02-27 2014-05-27 Telemanager Technologies, Inc. System and method for targeted healthcare messaging
US20080208628A1 (en) * 2007-02-27 2008-08-28 Telemanager Technologies, Inc. System and Method for Targeted Healthcare Messaging
US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. 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
US9277019B2 (en) * 2007-06-18 2016-03-01 Yellowpages.Com Llc Systems and methods to provide communication references to connect people for real time communications
DE102007035584B4 (en) * 2007-07-30 2009-12-17 Texas Instruments Deutschland Gmbh Watchdog device for monitoring an electronic system
DE102007035586B4 (en) * 2007-07-30 2009-12-17 Texas Instruments Deutschland Gmbh Watchdog device for monitoring an electronic system
US8504534B1 (en) 2007-09-26 2013-08-06 Avaya Inc. Database structures and administration techniques for generalized localization of database items
US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
JP5195556B2 (en) * 2008-03-24 2013-05-08 東芝ライテック株式会社 Monitoring terminal for remote control
US8385532B1 (en) 2008-05-12 2013-02-26 Avaya Inc. Real-time detective
US8831206B1 (en) 2008-05-12 2014-09-09 Avaya Inc. Automated, data-based mechanism to detect evolution of employee skills
US10375244B2 (en) 2008-08-06 2019-08-06 Avaya Inc. Premises enabled mobile kiosk, using customers' mobile communication device
US8315363B2 (en) * 2008-08-08 2012-11-20 Verizon Patent And Licensing Inc. Network call recording
US8116237B2 (en) 2008-09-26 2012-02-14 Avaya Inc. Clearing house for publish/subscribe of status data from distributed telecommunications systems
JP5237034B2 (en) * 2008-09-30 2013-07-17 株式会社日立製作所 Root cause analysis method, device, and program for IT devices that do not acquire event information.
US20100229022A1 (en) * 2009-03-03 2010-09-09 Microsoft Corporation Common troubleshooting framework
US8811578B2 (en) * 2009-03-23 2014-08-19 Telemanager Technologies, Inc. System and method for providing local interactive voice response services
US8621011B2 (en) 2009-05-12 2013-12-31 Avaya Inc. Treatment of web feeds as work assignment in a contact center
US8964958B2 (en) * 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8238538B2 (en) 2009-05-28 2012-08-07 Comcast Cable Communications, Llc Stateful home phone service
US8332737B2 (en) * 2009-06-26 2012-12-11 Agilent Technologies, Inc. Instrument control system and methods
US20110033032A1 (en) * 2009-08-10 2011-02-10 Ibasis, Inc. Detecting false answer supervision
US8644491B2 (en) 2009-08-21 2014-02-04 Avaya Inc. Mechanism for multisite service state description
US8385533B2 (en) 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8565386B2 (en) 2009-09-29 2013-10-22 Avaya Inc. Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
US9516069B2 (en) 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications
US8565407B1 (en) 2009-11-23 2013-10-22 Amazon Technologies, Inc. Systems and methods for allocation of telephony resources on-demand
US8306212B2 (en) 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US8862938B2 (en) * 2011-04-18 2014-10-14 General Electric Company System, method, and apparatus for resolving errors in a system
US8675860B2 (en) 2012-02-16 2014-03-18 Avaya Inc. Training optimizer for contact center agents
US9525638B2 (en) 2013-10-15 2016-12-20 Internap Corporation Routing system for internet traffic
US9954770B2 (en) 2014-10-07 2018-04-24 At&T Intellectual Property I, L.P. Rerouting tunnel traffic in communication networks
EP3215637B1 (en) 2014-11-03 2019-07-03 F. Hoffmann-La Roche AG Methods and biomarkers for predicting efficacy and valuation of an ox40 agonist treatment
US20160342453A1 (en) * 2015-05-20 2016-11-24 Wanclouds, Inc. System and methods for anomaly detection
US10176034B2 (en) 2016-02-16 2019-01-08 International Business Machines Corporation Event relationship analysis in fault management
US10467083B2 (en) * 2017-06-08 2019-11-05 International Business Machines Corporation Event relationship analysis in fault management

Family Cites Families (200)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4161718A (en) * 1977-06-20 1979-07-17 Motorola Israel Ltd. Supervisory control system
US4191860A (en) * 1978-07-13 1980-03-04 Bell Telephone Laboratories, Incorporated Data base communication call processing method
US4289934A (en) * 1979-04-25 1981-09-15 Wescom Switching Inc. Integrated automatic call distribution facility and PBX system
US4348554A (en) * 1980-03-21 1982-09-07 Bell Telephone Laboratories, Incorporated Method of providing virtual private network telephone service
US4400587A (en) * 1981-08-25 1983-08-23 Rockwell International Corporation Overflow and diversion to a foreign switch
US4466098A (en) * 1982-06-11 1984-08-14 Siemens Corporation Cross channel circuit for an electronic system having two or more redundant computers
US4750110A (en) * 1983-04-18 1988-06-07 Motorola, Inc. Method and apparatus for executing an instruction contingent upon a condition present in another data processor
EP0150177A1 (en) * 1983-07-11 1985-08-07 Prime Computer, Inc. Data processing system
US4696028A (en) * 1984-03-26 1987-09-22 Dytel Corporation PBX Intercept and caller interactive attendant bypass system
US4700381A (en) * 1984-05-30 1987-10-13 Siemens Aktiengesellschaft Circuit arrangement for centrally-controlled telecommunications exchange systems, comprising central control units and an alternate circuit arrangement
US5375161A (en) 1984-09-14 1994-12-20 Accessline Technologies, Inc. Telephone control system with branch routing
US5588037A (en) 1984-09-14 1996-12-24 Accessline Technologies, Inc. Remote access telephone control system
US4653085A (en) * 1984-09-27 1987-03-24 At&T Company Telephone switching system adjunct call processing arrangement
US4674036A (en) * 1984-11-23 1987-06-16 Gte Communication Systems Corporation Duplex controller synchronization circuit for processors which utilizes an address input
JPS61157138A (en) * 1984-12-28 1986-07-16 Sony Corp Automatic answering telephone set
US4750113A (en) * 1985-02-28 1988-06-07 Unisys Corporation Dual function I/O controller
US5014298A (en) * 1985-07-10 1991-05-07 First Data Resources Inc. Voice-data telephonic control system
US5259023A (en) * 1985-07-10 1993-11-02 First Data Resources Inc. Telephonic-interface statistical analysis system
US4930150A (en) * 1985-07-10 1990-05-29 First Data Resources Inc. Telephonic interface control system
US5351285A (en) 1985-07-10 1994-09-27 First Data Resources Inc. Multiple format telephonic interface control system
US5109404A (en) * 1985-07-10 1992-04-28 First Data Resources, Inc. Telephone call processor with select call routing
US5349633A (en) 1985-07-10 1994-09-20 First Data Resources Inc. Telephonic-interface game control system
US5365575A (en) 1985-07-10 1994-11-15 First Data Resources Inc. Telephonic-interface lottery system
US5128984A (en) * 1985-07-10 1992-07-07 First Data Resources Inc. Telephone interface call processing system with call selectivity
US5251252A (en) * 1985-07-10 1993-10-05 First Data Resources Inc. Telephone interface call processing system with call selectivity
US5073929A (en) * 1988-05-16 1991-12-17 First Data Resources Inc. Voice-data telephonic control system
US4845739A (en) 1985-07-10 1989-07-04 Fdr Interactive Technologies Telephonic-interface statistical analysis system
US5224153A (en) * 1985-07-10 1993-06-29 First Data Resouces Inc. Voice-data telephonic interface control system
EP1148699B1 (en) 1985-07-10 2004-09-22 Ronald A. Katz Technology Licensing, L.P., a California limited partnership Operations control
US5218631A (en) * 1985-07-10 1993-06-08 First Data Resources Inc. Telephonic-interface game control system
US5359645A (en) 1985-07-10 1994-10-25 First Data Corporation Inc. Voice-data telephonic interface control system
US5048075A (en) * 1985-07-10 1991-09-10 First Data Resources Inc. Telephonic-interface statistical analysis system
US5187734A (en) * 1985-08-27 1993-02-16 Pioneer Electronic Corporation Telephone message recording device
US5109406A (en) * 1985-09-30 1992-04-28 Kabushiki Kaisha Toshiba Call control method and apparatus for a switching system
US4737983A (en) * 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
US4750116A (en) * 1985-10-11 1988-06-07 International Business Machines Corporation Hardware resource management
US4755995A (en) * 1985-12-20 1988-07-05 American Telephone And Telegraph Company, At&T Bell Laboratories Program update in duplicated switching systems
US4763353A (en) * 1986-02-14 1988-08-09 American Telephone And Telegraph Company Terminal based adjunct call manager for a communication system
US4932048A (en) * 1986-04-15 1990-06-05 Canon Kabushiki Kaisha Data communication apparatus with voice communication control
US5008926A (en) 1986-07-17 1991-04-16 Efrat Future Technology Ltd. Message management system
US4750114A (en) * 1986-07-28 1988-06-07 Honeywell Bull Inc. Local area network control block
US5128985A (en) * 1987-04-01 1992-07-07 Canon Kabushiki Kaisha Communication system having a plurality of voice communication terminals and a data communication terminal
US4757526A (en) * 1987-04-16 1988-07-12 American Telephone And Telegraph Company, At&T Bell Laboratories Signal transfer arrangement
US5175866A (en) * 1987-06-03 1992-12-29 Ericcson Ge Mobile Communications Inc. Fail-soft architecture for public trunking system
US4757267A (en) * 1987-06-17 1988-07-12 Applied Telematics, Inc. Telephone system for connecting a customer to a supplier of goods
US4837799A (en) * 1987-10-05 1989-06-06 Ambassador College Telephone line communications control system
US4788718A (en) * 1987-10-05 1988-11-29 American Telephone And Telegraph Company, At & T Laboratories Call data collection and modification of received call distribution
US5278891A (en) * 1988-04-29 1994-01-11 Mobile Telecommunication Technologies Ground-to-air telephone calling system and related method
JPH0714230B2 (en) * 1988-05-19 1995-02-15 富士通株式会社 Incoming call distribution control method
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
JP2646373B2 (en) * 1988-07-11 1997-08-27 株式会社リコー Digital telephone control system
US5109405A (en) * 1988-07-11 1992-04-28 Dytel Corporation Automated call screening
US4866763A (en) * 1988-08-17 1989-09-12 American Telephone And Telegraph Company, At&T Bell Laboratories Interexchange carrier automatic route selection system
US5259024A (en) * 1988-09-29 1993-11-02 America Tel-A-System, Inc. Telephone answering service with integrated voice and textual message storage
US5164498A (en) * 1988-10-28 1992-11-17 Bayer Aktiengesellschaft Herbicidal N-phenyl-substituted oxazinediones
FR2641925B1 (en) * 1988-12-27 1994-06-17 Bull Sa MULTIPROTOCOL ISDN COMMUNICATIONS CONTROLLER
US5062103A (en) * 1988-12-29 1991-10-29 At&T Bell Laboratories Telephone agent call management system
US4988209A (en) * 1988-12-29 1991-01-29 At&T Bell Laboratories Telephone agent management information system
US5023868A (en) * 1988-12-29 1991-06-11 At&T Bell Laboratories Automated call handling apparatus
US5073890A (en) * 1988-12-30 1991-12-17 At&T Bell Laboratories Remote agent operation for automatic call distributors
JP2749098B2 (en) * 1989-02-03 1998-05-13 株式会社日立製作所 Communication line switching / combination method
US4896350A (en) * 1989-03-29 1990-01-23 American Telephone And Telegraph Company Arrangement for providing a call-connection service
US5016270A (en) * 1989-04-03 1991-05-14 First Data Resources Inc. Expanded telephone data organization system
US5333187A (en) 1989-04-28 1994-07-26 Hitachi, Ltd. Switching system for electronic switcher
US4930151A (en) * 1989-05-16 1990-05-29 General Electric Company Telephone call forwarding device
US5153909A (en) * 1989-05-25 1992-10-06 At&T Bell Laboratories Resource control and data handling for central office based automatic call distributors
US4939773A (en) * 1989-06-26 1990-07-03 First Data Resources, Inc. Multiple party telephone control system
US5091933A (en) * 1989-06-26 1992-02-25 First Data Resources, Inc. Multiple party telephone control system
US5185787A (en) * 1989-06-26 1993-02-09 First Data Resources, Inc. Multiple party telephone control system with random dialing for polling
US4987590A (en) * 1989-06-26 1991-01-22 First Data Resources Inc. Multiple party telephone control system
US4932046A (en) * 1989-07-28 1990-06-05 First Data Resources Inc. Telephone programming system for automated calling
US5185783A (en) * 1989-08-30 1993-02-09 Canon Kabushiki Kaisha Communication apparatus for detecting a calling signal from a line, for detecting a data communication signal from a calling station, and for generating a quasi-calling tone
US5036535A (en) * 1989-11-27 1991-07-30 Unifi Communications Corporation Switchless automatic call distribution system
US5168515A (en) * 1989-11-27 1992-12-01 Unifi Communications Corporation Switchless automatic call distribution system
US5271058A (en) * 1989-11-27 1993-12-14 Unifi Communications Corporation Switchless automatic call distribution system used with a combination of networks
US5222123A (en) * 1990-01-08 1993-06-22 Motorola, Inc. Registration and automatic call redirecting for cordless telephone systems
US5048076A (en) * 1990-01-16 1991-09-10 Maurer David L Control apparatus for an automated telephone attendant
US5225309A (en) * 1990-02-08 1993-07-06 Konica Corporation Light-sensitive litho printing plate with cured diazo primer layer, diazo resin/salt light-sensitive layer containing a coupler and silicone rubber overlayer
US5012511A (en) * 1990-04-06 1991-04-30 Bell Atlantic Network Services, Inc. Method of and system for control of special services by remote access
US5187735A (en) * 1990-05-01 1993-02-16 Tele Guia Talking Yellow Pages, Inc. Integrated voice-mail based voice and information processing system
US5109403A (en) * 1990-05-11 1992-04-28 Goldstar Products Co., Limited System for programming of features of a mobile cellular telephone unit
EP0458540B1 (en) 1990-05-21 1998-01-28 Canon Kabushiki Kaisha Communication apparatus
FR2662880B1 (en) 1990-05-30 1993-05-07 Cit Alcatel METHOD FOR ACCESSING A USER TO THE DATA OF A WIRELESS TELEPHONY SUBSCRIPTION.
US5214688A (en) * 1990-06-05 1993-05-25 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5226075A (en) * 1990-06-11 1993-07-06 At&T Bell Laboratories Method of and apparatus for numbering and routing calls through a communication network
US5282243A (en) * 1990-07-03 1994-01-25 At&T Bell Laboratories Recording of automatic number identification to identify lost customers
US5181239A (en) * 1990-08-09 1993-01-19 Rolm Systems Call tagging user information in a telephonic environment
US5243644A (en) * 1990-08-31 1993-09-07 At&T Bell Laboratories Telemetry access arrangement
US5189694A (en) * 1990-08-31 1993-02-23 At&T Bell Laboratories Telemetry access arrangement
US5317630A (en) 1990-09-10 1994-05-31 At&T Bell Laboratories Interface for a data telephone and data terminal in a digital telephone system
JPH0787497B2 (en) * 1990-09-10 1995-09-20 富士ゼロックス株式会社 Communication terminal
US5365577A (en) 1990-09-27 1994-11-15 Radish Communications Systems, Inc. Telecommunication display system
US5113430A (en) * 1990-10-01 1992-05-12 United States Advanced Network, Inc. Enhanced wide area audio response network
US5193110A (en) * 1990-10-09 1993-03-09 Boston Technology, Incorporated Integrated services platform for telephone communication system
US5185781A (en) * 1990-10-12 1993-02-09 At&T Bell Laboratories Automation of telephone operator assistance calls
US5181237A (en) * 1990-10-12 1993-01-19 At&T Bell Laboratories Automation of telephone operator assistance calls
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
US5243645A (en) * 1990-11-01 1993-09-07 At&T Bell Laboratories Automatic system for forwarding of calls
US5243643A (en) * 1990-11-01 1993-09-07 Voiceples Corporation Voice processing system with configurable caller interfaces
US5185786A (en) * 1990-11-13 1993-02-09 Dialogic Corporation Automatic call center overflow retrieval system
AU9063891A (en) 1990-11-20 1992-06-11 Unifi Communications Corporation Telephone call handling system
US5265248A (en) * 1990-11-30 1993-11-23 Gold Disk Inc. Synchronization of music and video generated by simultaneously executing processes within a computer
US5237605A (en) * 1990-12-24 1993-08-17 At&T Bell Laboratories Adjunct interface apparatus for a telephone set
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5291550A (en) * 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5249223A (en) * 1991-01-03 1993-09-28 At&T Bell Laboratories Call-load-control arrangement for an emergency-call-answering center
US5179585A (en) 1991-01-16 1993-01-12 Octel Communications Corporation Integrated voice messaging/voice response system
US5164983A (en) * 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
US5265150A (en) * 1991-01-30 1993-11-23 At&T Bell Laboratories Automatically configuring wireless PBX system
US5185782A (en) * 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5327490A (en) 1991-02-19 1994-07-05 Intervoice, Inc. System and method for controlling call placement rate for telephone communication systems
US5365576A (en) 1991-02-27 1994-11-15 Ricos Co., Ltd. Data and speech transmission device
JP2724423B2 (en) 1991-02-27 1998-03-09 株式会社リコス Information input / output control device for telephone line
US5222124A (en) * 1991-02-28 1993-06-22 Vmc Systems, Inc. PBX system communications device
US5341374A (en) * 1991-03-01 1994-08-23 Trilan Systems Corporation Communication network integrating voice data and video with distributed call processing
US5333308A (en) 1991-03-06 1994-07-26 At&T Bell Laboratories Method and apparatus for operating a communication network monitor arrangement
US5309505A (en) * 1991-05-20 1994-05-03 Inventions, Inc. Automated voice system for improving agent efficiency and improving service to parties on hold
JP2643650B2 (en) 1991-05-20 1997-08-20 日本電気株式会社 Location information notification method
US5206900B1 (en) * 1991-05-31 1998-06-09 David Callele Automated attendant
US5285469A (en) 1991-06-03 1994-02-08 Omnipoint Data Corporation Spread spectrum wireless telephone system
US5291480A (en) * 1991-06-18 1994-03-01 Dsc Communications Corporation Synchronous node controllers for switching network
US5282244A (en) * 1991-06-24 1994-01-25 At&T Bell Laboratories Virtual signaling network method
US5237604A (en) * 1991-06-28 1993-08-17 At&T Bell Laboratories Arrangement for serving a telephone office code from two switching systems
US5195091A (en) * 1991-07-09 1993-03-16 At&T Bell Laboratories Adaptive synchronization arrangement
US5195090A (en) * 1991-07-09 1993-03-16 At&T Bell Laboratories Wireless access telephone-to-telephone network interface architecture
CA2066538C (en) * 1991-07-09 1997-12-23 Brian David Bolliger Mobile-telephone system call processing arrangement
US5243642A (en) * 1991-07-12 1993-09-07 Bell Atlantic Network Services, Inc. Telephone call management device
US5291552A (en) * 1991-07-30 1994-03-01 At&T Bell Laboratories Distribution of calls among automatic call distributors of a single large customer
US5299259A (en) 1991-09-27 1994-03-29 At&T Bell Laboratories Distributing calls over serving centers of a large customer
CN1021184C (en) * 1991-08-19 1993-06-09 星光传呼(通讯设备)厂有限公司 Private telephone automatic calling receiving method and equipment
US5208848A (en) * 1991-08-26 1993-05-04 At&T Bell Laboratories Telecommunications call processing
EP0530645B1 (en) 1991-08-30 1999-07-14 Texas Instruments Incorporated Telephone signal classification and phone message delivery method and system
US5206899A (en) * 1991-09-05 1993-04-27 At&T Bell Laboratories Arrangement for outbound telecommunications
US5225315A (en) * 1991-09-19 1993-07-06 Dymax Corporation Water soluble formulation for masking and the like, and method utilizing the same
CA2052499C (en) * 1991-09-30 1994-11-29 Deborah L. Pinard Host remote signalling in telephone systems
US5291481A (en) * 1991-10-04 1994-03-01 At&T Bell Laboratories Congestion control for high speed packet networks
US5218632A (en) * 1991-10-16 1993-06-08 Telefonaktiebolaget L M Ericsson Flexible call detail recording system
US5291551A (en) * 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
US5311574A (en) 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5278894A (en) * 1991-10-25 1994-01-11 At&T Bell Laboratories Use of incoming caller line identification
US5530740A (en) 1991-10-28 1996-06-25 Contigram Communications Corporation System and method for integrating voice, facsimile and electronic mail data through a personal computer
US5349636A (en) 1991-10-28 1994-09-20 Centigram Communications Corporation Interface system and method for interconnecting a voice message system and an interactive voice response system
US5333188A (en) 1991-10-31 1994-07-26 At&T Bell Laboratories Dialed number recognition arrangement
US5185785A (en) * 1991-10-31 1993-02-09 At&T Bell Laboratories Method and apparatus for recording and rating telecommunication transactions made over a communication network
US5222061A (en) * 1991-10-31 1993-06-22 At&T Bell Laboratories Data services retransmission procedure
US5329573A (en) 1991-11-27 1994-07-12 At&T Bell Laboratories Arrangement for obtaining authentication key parameters in a cellular mobile telecommunications switching network
US5327489A (en) 1991-12-16 1994-07-05 At&T Bell Laboratories Method and apparatus for monitoring a network for customer signaling during the term of a call
US5291492A (en) * 1991-12-18 1994-03-01 Unifi Communications Corporation Externally controlled call processing system
US5287103A (en) * 1991-12-30 1994-02-15 At&T Bell Laboratories Method and apparatus for providing local area network clients with internetwork identification data
US5249221A (en) * 1992-01-24 1993-09-28 The Partner, Inc. Telephone answering system with call transfer
US5218633A (en) * 1992-02-11 1993-06-08 Bell Atlantic Network Services, Inc. Enhanced access to telecommunications network
US5291490A (en) * 1992-02-18 1994-03-01 At&T Bell Laboratories Node for a communication network
CA2085442C (en) * 1992-02-25 1996-09-17 Kerry Wayne Hassler Mobile log-in capability featuring fixed physical translations and portable logical translations
CA2086694C (en) * 1992-03-05 1996-12-31 Steven K. Miller System, data processing method and program to provide a programmable interface between a workstation and an archive server to automatically store telephone transaction information
US5452350A (en) * 1992-03-09 1995-09-19 Advantis Subscriber call routing processing system
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US5327488A (en) 1992-03-20 1994-07-05 At&T Bell Laboratories Remotely initiated telemetry calling system
US5537611A (en) 1992-04-14 1996-07-16 Mci Communications Corporation Network management of special service calls
US5333133A (en) 1992-04-28 1994-07-26 Teloquent Communications Corporation Call processing control system
US5333184A (en) 1992-05-06 1994-07-26 At&T Bell Laboratories Call message recording for telephone systems
US5353339A (en) * 1992-05-20 1994-10-04 At&T Bell Laboratories Simplified uniform network provisioning and restoration
US5341364A (en) 1992-06-02 1994-08-23 At&T Bell Laboratories Distributed switching in bidirectional multiplex section-switched ringtransmission systems
JP3351817B2 (en) 1992-06-11 2002-12-03 株式会社日立テレコムテクノロジー Variable direct line destination system
DE69325024D1 (en) 1992-06-25 1999-06-24 Apropos Technology Inc CALL DISTRIBUTOR
US5329583A (en) 1992-06-30 1994-07-12 At&T Bell Laboratories Enhanced automatic call distribution system operation
US5309513A (en) * 1992-07-02 1994-05-03 Rockwell International Corporation Telephone system with ubiquitous agents
US5329572A (en) 1992-09-24 1994-07-12 At&T Bell Laboratories Dial-up switching and transmission of broadband communication channels through a local exchange
US5313459A (en) 1992-10-08 1994-05-17 Newton Communications, Inc. Private branch exchange system and methods for operating same
US5469504A (en) 1992-10-14 1995-11-21 Blaha; David L. Automatic call distribution with intersubnetwork customer information transfer system and method
US5335268A (en) * 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
US5590188A (en) 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
GB2273851A (en) 1992-12-22 1994-06-29 Ibm Call routing in switched digital networks
US5450482A (en) * 1992-12-29 1995-09-12 At&T Corp. Dynamic network automatic call distribution
US5499291A (en) 1993-01-14 1996-03-12 At&T Corp. Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
US5442689A (en) 1993-01-29 1995-08-15 At&T Corp. Apparatus and method for providing services prior to call completion in a telecommuncation system
US5412708A (en) 1993-03-12 1995-05-02 Katz; Ronald A. Videophone system for scrutiny monitoring with computer control
US5333229A (en) 1993-03-31 1994-07-26 W. L. Gore & Associates, Inc. Asymmetrical polarization-maintaining optical waveguide and process for manufacture thereof
US5404350A (en) * 1993-04-22 1995-04-04 At&T Corp. Routing calls destined for inaccessible destinations
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
CA2129942C (en) 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
US5590181A (en) 1993-10-15 1996-12-31 Link Usa Corporation Call-processing system and method
US5590186A (en) 1993-12-22 1996-12-31 At & T System and method for redirecting a telephone call with call merging
US5528678A (en) 1993-12-27 1996-06-18 At&T Corp. Revertive calling automatic call distributor
US5459780A (en) * 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
US5577105A (en) 1994-03-11 1996-11-19 U.S. Robotics, Inc. Telephone call routing and switching techniques for data communications
US5537470A (en) 1994-04-06 1996-07-16 At&T Corp. Method and apparatus for handling in-bound telemarketing calls
US5465286A (en) 1994-05-24 1995-11-07 Executone Information Systems, Inc. Apparatus for supervising an automatic call distribution telephone system
US5519773A (en) 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
EP0696125A3 (en) 1994-08-02 1999-06-02 Rockwell International Corporation Telecommunication system with inbound call responsive predictive outdialing system and method
US5586177A (en) 1995-09-06 1996-12-17 Bell Atlantic Network Services, Inc. Intelligent signal transfer point (ISTP)
US5592477A (en) 1994-09-12 1997-01-07 Bell Atlantic Network Services, Inc. Video and TELCO network control functionality
US5530744A (en) 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
US5787163A (en) 1994-12-08 1998-07-28 Mci Communications Corportion Intelligent load balancing of special service calls based on availability of terminations
US5787160A (en) 1994-12-08 1998-07-28 Mci Communications Corporation Intelligent routing of special service calls
CA2139081C (en) 1994-12-23 1999-02-02 Alastair Gordon Unified messaging system and method
US5546452A (en) 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
US5568544A (en) 1995-03-13 1996-10-22 Siemens Rolm Communications Inc. Routing incoming calls to a PBX in response to route requests from a host computer
US5555297A (en) 1995-05-18 1996-09-10 Rockwell International Corporation Automatic call distributor reporting system and method therefor
US5696809A (en) 1995-06-22 1997-12-09 Bell Atlantic Network Services, Inc. Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system
US5619557A (en) 1995-07-10 1997-04-08 Rockwell International Corporation Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6801613B1 (en) 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call
US7180993B2 (en) 2000-08-31 2007-02-20 Cisco Technology, Inc. Associating call appearance with data associated with call

Also Published As

Publication number Publication date
US5878130A (en) 1999-03-02
CA2188875C (en) 2003-07-15
AU696984B2 (en) 1998-09-24
US5546452A (en) 1996-08-13
US5848143A (en) 1998-12-08
WO1996027254A1 (en) 1996-09-06
EP0758508A1 (en) 1997-02-19
AU5357396A (en) 1996-09-18

Similar Documents

Publication Publication Date Title
CA2188875A1 (en) Communications system and method for operating same
AU637550B2 (en) A predictive access-control and routing system for integrated services telecommunication networks
CA2118390A1 (en) Automatic Call Distribution Network with Call Overflow System and Method
CA2217037A1 (en) A system and method for providing portable telephone number service
AU684983B2 (en) Communication network structure, communication network system based on the same and communication method therefor
CA2287939A1 (en) System and method for communication media management
AU2731997A (en) Providing different routing treatments for emergency calls based on subscriber specified data
CA2097096A1 (en) Intelligent network communication system
CA2227981A1 (en) Automatic language translation technique for use in a telecommunications network
CA2220491A1 (en) Rules based electronic message management system
EP0631447A3 (en) Telecommunications network architecture and system.
WO2000014913A3 (en) Distributed communcations network management and control system
AU1841595A (en) Method and system for routing phone calls based on voice and data transport capability
WO2002074054A3 (en) Method and system for providing intelligent network control services in ip telephony
AU5973896A (en) Control message transmission in telecommunications systems
WO2001030010A3 (en) A system and method for online scheduling and shift management
DE69623013D1 (en) CONTROL MESSAGE TRANSMISSION IN TELECOMMUNICATION SYSTEMS
AU6033096A (en) Control message transmission in telecommunications systems
CA2195713A1 (en) Telecommunication traffic pricing control system
AU1196497A (en) Telecommunications network management system
CA2270089A1 (en) Information distribution device selection system
AU3428995A (en) Least cost call routing system with remote tariff updating
AU5976996A (en) Glycoprotein gp105 on bl3 hematopoietic stem cells
AU7946894A (en) Telecommunications network traffic management system
CA2251574A1 (en) Telecommunications system for providing a calling party control service

Legal Events

Date Code Title Description
EEER Examination request
MKEX Expiry

Effective date: 20160304