USRE45606E1 - Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality - Google Patents
Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality Download PDFInfo
- Publication number
- USRE45606E1 USRE45606E1 US13/789,640 US201313789640A USRE45606E US RE45606 E1 USRE45606 E1 US RE45606E1 US 201313789640 A US201313789640 A US 201313789640A US RE45606 E USRE45606 E US RE45606E
- Authority
- US
- United States
- Prior art keywords
- call
- calls
- data
- switch
- telephone
- 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.)
- Expired - Fee Related, expires
Links
Images
Classifications
-
- 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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/006—Call diverting means
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/66—Substation equipment, e.g. for use by subscribers with means for preventing unauthorised or fraudulent calling
- H04M1/663—Preventing unauthorised calls to a telephone set
-
- 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42331—Direct inward dialling
-
- 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
- H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
- H04M3/465—Arrangements for simultaneously calling a number of substations until an answer is obtained
-
- 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
-
- 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
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0029—Provisions for intelligent networking
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/247—Telephone sets including user guidance or feature selection means facilitating their use
- H04M1/2473—Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface)
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/57—Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/42—Graphical user interfaces
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
- H04M2203/2044—Group features, e.g. closed user group
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/02—Calling substations, e.g. by ringing
-
- 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
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
-
- 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
- H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it
-
- 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
- H04Q2213/13093—Personal computer, PC
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13204—Protocols
-
- 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
- H04Q2213/1328—Call transfer, e.g. in PBX
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13345—Intelligent networks, SCP
-
- 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
- H04Q2213/13389—LAN, internet
Definitions
- 10/843,802 is also a continuation application of patent application Ser. No. 08/928,861, filed Sep. 12, 1997, now U.S. Pat. No. 7,031,442, which is a Continuation-In-Part (CIP) of prior patent application Ser. No. 08/869,815, filed Jun. 4, 1997, now U.S. Pat. No. 6,148,074, which is a CIP of patent application Ser. No. 08/802,667, filed Feb. 19, 1997, now U.S. Pat. No. 6,201,863, which is a CIP of patent application Ser. No. 08/797,420, filed Feb. 10, 1997, now U.S. Pat. No. 6,185,291.
- the present invention is in the area of telephone call processing and switching, and pertains more particularly to intelligent call-routing systems, and equipment and methods for customizing and personalizing Routing Rules and Protocol.
- Telephone call processing and switching systems are, at the time of the present patent application, relatively sophisticated, computerized systems, and development and introduction of new systems continues. Much information on the nature of such hardware and software is available in a number of publications accessible to the present inventor and to those with skill in the art in general. For this reason, much minute detail of known systems is not reproduced here, as to do so would obscure the facts of the invention.
- a telephony call-in center comprising a plurality of agent stations, individual ones of the agent stations having a telephone and a computer platform including a video display unit (VDU), the telephone and computer platform connected by a Telephone Application Programming Interface (TAPI)-compliant data link; a local area network (LAN) connecting at least some of the computer platforms at the agent stations; and a first computer processor connected on the LAN, having a wide area network connection (WAN) adapted to receive computer-simulated telephone calls, and having access to a database.
- the computer platform is adapted to retrieve origination data for incoming calls to the telephone, and to use the origination data to correlate the caller with further data retrieved from the database for display on the VDU.
- the first computer processor is adapted to service calls from specific Service Control Points (SCPs) and to block display of data at agent station VDUs for any call not identified as originating at one of the specific SCPs.
- SCPs Service Control Points
- the computer platforms are adapted to report the origination data to the first processor, and the first processor is adapted to correlate the caller with further data retrieved from the database for display on the VDU.
- a telephone call-routing system comprising a call-in center comprising a plurality of agent stations, individual ones of the agent stations having a telephone and a computer platform including a video display unit (VDU), the telephone and the computer platform connected by a Telephone Application Programming Interface (TAPI)-compliant bridge, with a plurality of the computer workstations connected to one another, to a first processor, and to a database on a local area network (LAN); and a call-routing center comprising a telephony switch adapted to switch telephone calls to the telephones at the call-in center and a processor adapted to route computer-simulated telephone calls to the computer platforms at the agent stations.
- VDU video display unit
- TAPI Telephone Application Programming Interface
- the computer workstation is adapted to retrieve origination data for incoming calls, both conventional telephony and computer-simulated, and to report the origination data to the first processor, and wherein the first processor is adapted to use the origination data to correlate the caller with further data retrieved from the database for display on the VDU.
- the first processor is adapted to service calls from specific Service Control Points (SCPs) and to block display of data at agent station VDUs for any call not identified as originating at one of the specific SCPs.
- SCPs Service Control Points
- an agent station for a call-in center comprising a computer platform having a local area network (LAN) adapter, the computer platform adapted for receiving and processing computer-simulated telephone calls; a telephone having a telephone line port; and a Telephone Application Programming Interface (TAPI)-compliant bridge connecting the computer workstation and the telephone.
- the computer workstation is adapted to retrieve origination data for calls, both calls to the telephone and computer-simulated calls to the computer platform, and to report the origination data on a LAN via the LAN adapter to a processor connected to the LAN.
- a method for correlating displayed data with incoming conventional telephone and computer-simulated telephone calls at a call-in center comprising steps of (a) connecting individual telephones at the call-in center by a Telephone Application Programming Interace (TAPI)-compliant bridge to individual computer platforms; (b) connecting each telephone-connected computer workstation on a local area network (LAN) to a processor connected on the LAN, the processor having access to a database storing data to be displayed; (c) monitoring origination information of incoming calls by the computer workstations; (d) providing the origination information over the LAN to the LAN-connected processor; and (e) using the origination information via the processor to correlate data to be displayed with the incoming calls.
- TAPI Telephone Application Programming Interace
- call centers without call-switching apparatus and capable of also processing computer-simulated calls are enabled, while also providing means of correlating stored data pertaining to callers with calls to agent stations, displaying the data on VDUs at the agent stations while calls are in progress.
- FIG. 1 is a system diagram of a call-routing system in an embodiment of the present invention.
- FIG. 2 is a sample of a broadcast announcement record in an embodiment of the present invention.
- FIG. 3 is a sample user interface screen in an embodiment of the present invention.
- FIG. 4 is a system diagram of a call-routing system implemented in client-server mode in an embodiment of the present invention.
- FIG. 5 is a block diagram of a call-routing system in the prior art.
- FIG. 6 is a block diagram of a call-routing and call-in system according to embodiments of inventions known to the present inventors.
- FIG. 7 is a block diagram of a call and information routing and call-center system according to an embodiment of the present invention.
- FIG. 8 is a block diagram depicting a simulated system according to a preferred embodiment of the present invention.
- FIG. 1 is a system diagram of a call-routing system according to a preferred embodiment of the present invention.
- Dotted lines 123 enclose elements of the system native to a customer's premises (CPE).
- This equipment in a preferred embodiment comprises a computerized telephony central switch 121 connected by a data link 212 to a processor 223 running an instance of a unique telephony server (T-Server) T-S 207 .
- Switch 121 in conventional art distributes incoming calls (on line 105 ) to connected telephones, such as telephone 131 at a workstation 361 and telephone 132 at a second workstation 362 .
- T-Server 207 running on processor 223 exerts controlling influence on routing of incoming calls, as is described in further detail below.
- each workstation ( 361 , 362 ) has a PC with a video display, such as PC/VDU 331 at workstation 361 and PC/VDU 332 at workstation 362 .
- a PC with a video display
- PC/VDU 331 at workstation 361
- PC/VDU 332 at workstation 362 .
- PC/VDUs 331 and 332 in various embodiments are connected on a local area network (LAN) 301 which also connects to a data file server 303 and to processor 223 running an instance of T-Server 207 .
- LAN local area network
- the arrangement of PC/VDU plus telephone at each workstation is a common arrangement for many company facilities, and has become more common as more and more people become computer literate.
- many companies are actively training employees in use of computers, and providing PC-type computer equipment, usually interconnected by company LAN, for employees to use.
- calls may originate at any remote call-in point, which is represented in FIG. 1 by region 100 , referred to herein as the network cloud.
- Network cloud 100 may be a small regional portion of the world-wide network of connected telephony equipment, or may represent the entire world-wide network.
- An incoming call at any point in network cloud 100 is represented by vector 107 to service control point (SCP) 101 (typically a telephony central switch), which in this example is connected to an adjunct processor 103 and coupled thereby to an intelligent peripheral (I-P) 102 , a distribution processor 104 and a processor 208 running a second instance of unique T-Server 207 as well as a statistical server (stat-server) 209 .
- SCP service control point
- I-P intelligent peripheral
- processor 208 running a second instance of unique T-Server 207 as well as a statistical server (stat-server) 209 .
- calls are forwarded to switch 121 at the customer premises equipment over telephone line 105 , and associated data is forwarded in parallel to processor 223 over a digital network link 210 .
- Such systems wherein data associated with a call is forwarded on a separate link from the call itself, are, to the inventor's knowledge at the time of the present patent application, not known in the art, but are known to the inventor. This feature, however, is not required in practice of the present invention, but preferred in some embodiments.
- a call originating in the network cloud and routed to switch 121 typically carries a destination number, which may include a direct inward dialing (DID) feature, whereby a limited number of lines may be used to carry calls to a larger number of final destinations, accomplished principally by software techniques.
- Destination may also be to a virtual number, of which many may be programmed, and T-Server 207 may be adapted to further route calls forwarded to such virtual numbers.
- the phone call may also have caller ID attached (originating caller's phone number), and in those cases wherein a separate network digital data link is accomplished between processors at the origination end ( 208 ) and the customer's premises ( 223 ) cases a data packet associated with the call may be forwarded over link 210 .
- T-S 207 which interacts continuously with switch 121 in this embodiment, is capable of transacting with data file server 303 , given caller ID and/or other data associated with a call, to retrieve further information about the caller from data file server 303 .
- incoming calls are not limited to two telephones as shown in FIG. 1 .
- switch 121 There may be many more than two telephones connected to switch 121 , other telephony equipment, such as facsimile equipment and data lines may also be connected and involved in routing decisions and transactions according to embodiments of the present invention.
- existing techniques such as virtual expansion for routing calls with a certain number to multiple destinations on some pre-programmed protocol may also be involved.
- the simple diagram of a switch with two telephones connected is meant to be illustrative for description of embodiments of the present invention.
- processor 223 in FIG. 1 is not strictly required in embodiments of the invention, depending on the level of machine intelligence and sophistication of switch 121 .
- Switches for customer premises continue to be developed with new levels of intelligent capability, and some may be capable of interacting with other elements of the present invention without a separate processor between the switch and a LAN such as LAN 301 .
- Processor 223 will be required to practice various embodiments of the invention with many existing telephony switches which may be used as element 121 . In virtually all cases in practicing the present invention, an instance of unique T-Server 207 executing on a computerized platform will be required.
- routing intelligence is no longer confined to a central location such as telephony switch 121 or T-Server 207 running on a connected processor, but distributed in a manner that individual users of the system may customize routing at their own workstations, using individual PCs.
- This is accomplished in large part by control code executable at a user's computer workstation. It is not required that the actual code be always at the user's workstation, as it may be shared code resident at, for example a file server on LAN 301 , such as file server 303 .
- the unique code may be accessed from such a server and executed at any one of several workstations such as workstations 361 and 362 by PC/VDU 331 and PC/VDU 332 respectively. The location of stored code, and access to such code is not, however germane to the invention.
- an individual PC executes unique code to provide call-routing control for an individual.
- T-Server 207 is adapted to cooperate with code executed at individual PCs to route incoming calls.
- this unique routing process there are at least two different mechanisms that may be used.
- all calls are routed to a single routing point, and each individual routing application registers with that routing point.
- a record of each call is broadcast on LAN 301 , as will be described more fully below, and filtering occurs at each PC router.
- This second alternative is typically more expensive than the first, and there are currently rather severe limitations on how many automatic call distribution (ACD) queues or routing points may be allocated on a typical central switch.
- ACD automatic call distribution
- an overall record of the call, prior to routing, is broadcast on LAN 301 .
- This overall record can take a number of different forms, of which the example in FIG. 2 is just one exemplary form.
- the overall record consists of four data portions.
- One data portion consists of elements 201 and 202 .
- Data element 201 identifies this portion as the caller ID associated with the incoming call, and element 202 is the caller ID number.
- a second data portion consists of data elements 203 and 204 .
- This portion is a data set which may be transmitted via link 210 to processor 223 in parallel with the incoming call, or may be composed partly of data retrieved from server 303 , using other call data as a pointer.
- Element 203 identifies the data as a data set, and element 204 is the pointer.
- elements 205 and 206 constitute a direct inward dialing (DID) number, and elements 207 and 208 fix number of rings.
- DID direct inward dialing
- a central element in the present invention is that a user at an individual PC rims an instance of a personal router application, providing that user with instant and complete control over routing of calls meant for that user (or, in some cases, associated users).
- the user's PC, such as PC/VDU 331 is connected typically by LAN to a processor such as processor 223 , in turn connected to the central switch, such as switch 121 .
- the user has access to the local application which is interactive with code executed at T-Server 207 at processor 223 , to control and customize routing for incoming calls, depending on certain data elements in the broadcast announcement record ( FIG. 2 ).
- the individual user may in some embodiments load to his/her VDU a unique user interface, an example of which is shown in FIG. 3 .
- FIG. 3 illustrates a window presentable to a user at an individual workstation, compatible, for example, with Windows operating systems.
- This is an input and display interface for a personal router, a variation of which may be assigned to each of selected employees to provide these individuals with an ability in conjunction with the premises telephone equipment to customize and periodically adjust the routing of certain incoming calls.
- the interface is for company XYZ and limited to employee John Doe.
- John Doe may program in a relatively high-level language, routing preferences for certain incoming calls, according to data broadcast for such calls on LAN 301 .
- routing preferences for certain incoming calls, according to data broadcast for such calls on LAN 301 .
- each user has a dedicated routing point, an incoming call is directed to the individual's computer, and the broadcast is not necessary.
- John Doe has programmed his interface to pick up all calls having Caller ID matched with a list “list1” after n1 rings.
- List1 is resident in John Doe's database associated with his own Personal Router, and John Doe may call up this list and amend, delete, and expand it as he wishes.
- the number of rings n1 may be any convenient number to accomplish John's purpose.
- John Doe may program negative lists as well. Although not specifically recommended, a negative list could be used to hang up on all calls that have an ID associated with a company or individual that has been making harassing calls to an employee, or to shunt such calls to a special tracking program or the like.
- John Doe in this instance has also programmed his personal router to send all calls bearing his assigned DID number to the telephone at his desk after 0 rings, and to an answering machine after n2 rings. Associations with data sets may also be made, comparing such data sets to stored profiles and the like. At the bottom of the display in this example a status summary of calls may be provided. A user may choose to have this window resident on his computer screen as a pix-on-pix, or to hide it and call it as needed. Also, it will be apparent to those with skill in the art that it is not strictly required that each selected person having an associated routing interface assigned have a computer at his/her elbow. For those persons not, for one reason or another, inclined to program their own routing, the interface may be called up and done by another, with appropriate access security applied. A secretary or system administrator may perform such functions, using any workstation connected to company LAN 301 .
- the user interface at the user's workstation can take any of a variety of forms, and have a variety of functionality. Typically, when the user logs on, his system will be configured to execute the unique application to run in the background, and to monitor for incoming calls at all times the user is present and active. It will be apparent to those with skill in the art that this can be done in a variety of ways.
- the interface may be a Graphic User Interface (GUI) wherein icons may be used to represent calls, callers, and other users, and the individual user at one workstation may select to display icons as desired.
- GUI Graphic User Interface
- an incoming call may appear on a user's PC VDU as a small telephone in an announcement bar.
- announcement bars are familiar to those with skill in the art, such as seen on Operating System Desktops, where an e-mail arrival may be indicated by a letter icon and a sound.
- the user may activate a text balloon announcing the caller ID or other call data, or such data may be displayed directly in the icon.
- the system can be configured in such an embodiment to allow the user to route the call to his own phone with a click, to hang up with a double click, to drag the call to a holding queue (represented by a basket, for example,) to send the call to an answering machine, which may be done by dragging and dropping the telephone icon to an answering machine icon, to transfer the call to another person by dragging and dropping the telephone icon to an icon representing another user (such as the instant user's secretary or supervisor for example).
- a holding queue represented by a basket, for example
- Actions taken at the personal router interface at an individual PC on LAN 301 in embodiments of the present invention are codified as instructions on the LAN to T-Server 207 (in most cases) running on a processor such as processor 223 , connected to central switch 121 . If an individual user at a workstation, for example, has received an indicator of a waiting call, and has dragged the ringing telephone to his secretary's desk icon in his interface, his personal router interacts with T-Server 207 to instruct switch 121 to reroute the call to the secretary's telephone. In a similar manner, most actions at a personal router become instructions to switch 121 , and in general each user having access to such a personal router can program responses to calls and respond to incoming calls in real time with a broad set of available responses.
- not necessarily all calls are routed by personal routers executed on PCs on LAN 301 .
- There may also be over-riding routing rules programmed into switch 121 such that certain calls or types of calls are always handled in a certain way.
- Rules in switch 121 may also determine the fate of calls that are not eventually routed by personal routers. For example, all calls alive after seven rings may be switched to a recorded announcement, and the like. In this manner a very broad freedom of routing may be accomplished, with security and flexibility to adapt for changes in the organization.
- a Personal Desktop Router is implemented in a Client-Server architecture. This embodiment is illustrated with the aid of FIG. 4 .
- a router 401 is provided and executes on processor 223 which also executes an instance of T-Server 207 .
- Router 401 in this instance is a central router having routing rules divided in sections dedicated to each assigned user or DN on LAN 301 .
- Unique Client Interface Packages represented by elements 401 a and 401 b are provided at individual workstations such as workstation 361 and workstation 362 connected to LAN 301 .
- Client Interface Packages 401 a and 401 b are for the purpose of allowing users at the workstations to edit their own personal routing rules, much as has been described above for personal routers according to embodiments of the present invention, wherein the routers execute at the workstations.
- Client-Server embodiment of the present invention the actual router software exists and executes as one router 401 .
- Client Packages 410 a and 410 b may be implemented as a Graphical User Interface (GUI) with iconic drag and drop features as described above with reference to FIG. 1 , or may be of another suitable type designed to allow interaction with router 401 .
- GUI Graphical User Interface
- router 401 in this embodiment, is not required to reside in processor 223 , but may reside in any other machine capable of executing the router and connected or coupled to LAN 301 , such as switch 121 .
- the router could be executed, for example, on a server on the Internet, and accessed by a WEB browser by a client connected to LAN 301 .
- router function does not occur at individual workstations 361 and 362 in this particular embodiment, editing capabilities provided to the user via client packages 401 a and 401 b can remain essentially the same as described in previous embodiments taught herein.
- router 401 is configured to allow a group manager or system agent to perform higher level configurations to routing rules, such as type of calls available, call parameters, user function or location changes, etc., while individual users may, through their interfaces, configure routing rules for their own calls, within the boundaries set by the supervisor.
- routing rules such as type of calls available, call parameters, user function or location changes, etc.
- a server-based router such as router 401 in this embodiment, wherein a unique client package is provided for editing purposes at a user's workstation, such as workstation 361 , is heretofore unknown to the inventor.
- FIG. 4 communication over analog lines 105 and data link 210 , and other functions of the system, is essentially the same in method as is illustrated in FIG. 1 and described above with reference to FIG. 1 . Also, network cloud 100 and the components therein are essentially the same as in the embodiment in FIG. 1 . For this reason much detail as to the dynamics of and paths of communication in an embodiment of the present invention with respect to FIG. 4 are not repeated here.
- FIG. 5 is a block diagram of a call-routing system in the prior art.
- a call-in center 1150 is illustrated having two telephones 1162 and 1172 .
- the present invention is particularly adaptable to such call-in centers wherein a telephony switch is not a part of the equipment at the call-in center, thus no telephony switch is shown in FIG. 5 at call-in center 1150 .
- PC personal computer
- data terminal of some description including a video display and processor.
- Access to such a computerized system allows the agent to recall and display data pertaining to a caller, and also other information of use in dealing with and helping caller, such as technical information about products and product use.
- PCs are assumed here for purposes of description and illustration.
- a PC 1161 with a display is shown at hand for an agent using telephone 1162 and a PC 1171 is shown proximate telephone 1172 for use by an agent at telephone 1172 .
- Agent station 1160 comprises telephone 1162 and PC 1161
- agent-station 1170 comprises telephone 1172 and PC 1171 .
- FIG. 5 In systems of the sort depicted by FIG. 5 , having two or more agent stations, it is desirable that the PCs be connected in a Local Area Network (LAN), and this connectivity is shown in FIG. 5 with PCs 1161 and 1171 connected on a LAN 1152 wherein a data file server 1153 is also connected.
- Data file server 1153 in this system is the repository of customer data and the like accessible to agents manning the phones.
- FIG. 5 it will be apparent to those with skill in the art that there may be other servers on the LAN or elsewhere in the network as known in the art.
- Telephone calls in the system of FIG. 5 are provided to telephone 1162 on line 1164 and to telephone 1172 on line 1174 from essentially anywhere represented by network cloud 1100 .
- Cloud 1100 could represent a relatively small local calling area, a regional area, a single phone company or even the phone system of the entire planet. Calls are forwarded by telephony switches represented by telephony switch 1120 .
- SCP Service Control Points
- SCP 1102 Service Control Points
- switch 1120 which routes the calls to whatever area code and number is assigned to telephones 1162 and 1172 .
- Other calls 1122 may also come into telephony switch 1120 and be routed to call-in center 1150 .
- SCP 1102 is also a telephony switch.
- FIG. 5 may be considered as typical of many prior art systems.
- some data such as caller ID for example, and Dialed Number Information Service ⁇ DNIS ⁇
- caller ID for example, and Dialed Number Information Service ⁇ DNIS ⁇
- ⁇ DNIS ⁇ Dialed Number Information Service
- Such data to be useful in the system of FIG. 5 must be received by specialized equipment, such as familiar caller-ID boxes or telephone sets adapted to use the information being sold to people for home and business use.
- FIG. 6 wherein a call-in system known to the present inventors is illustrated.
- SCP 1102 receiving calls 1104 intended for call-in center 1150 has a connection to an adjunct processor 1106 in communication with both an intelligent peripheral 1101 and a call-distribution processor 1108 .
- processor 1116 connected by a two-way communication link to call-distribution processor 1110 .
- Processor 1116 comprises an instance of a unique application termed by the inventors a Telephony Server 1114 , or T-Server, and a Statistical Server (Stat-Server) 1112 .
- T-Server 1114 and functions provided by the T-Server are described in detail in the related patent applications listed above and incorporated herein by reference.
- a processor 1151 is provided at call-in center 1150 , running a second instance of T-Server application 1114 .
- Processor 1151 is coupled to processor 1116 in network cloud 1100 by a network link 1118 , and to LAN 1152 by a network adapter.
- CTI connection 1119 between telephony switch 1120 in network cloud 1100 and processor 1151 at call-in center 1150 .
- CTI connection 1119 may be an ISDN link or other data-type connection allowing transfer of CTI data and commands.
- information garnered in initial processing with use of IP 1101 may be provided by T-Server 1114 at processor 1116 to T-Server 1114 running on processor 1151 at the call-in center.
- This data can be used, then, ahead of a routed call, to, for example, to extract further data regarding a caller from a customer data base in file server 1153 , and to provide the transferred and retrieved data at the PC display, such as PC 1161 , proximate the telephone to which a call has been routed, for use by the agent manning that telephone.
- CTI transactional data retrieved from switch 1120 may be provided to T-Server 1114 at processor 1116 , and in some cases in raw or processed form to Stat-Server 1112 to be used in routing by CD processor 1108 .
- CTI transactional data retrieved from switch 1120 may be provided to T-Server 1114 at processor 1116 , and in some cases in raw or processed form to Stat-Server 1112 to be used in routing by CD processor 1108 .
- Many other functions described in the related applications listed above may now also be accomplished.
- Stat-Server 1114 running on processor 1151 can issue CTI commands to switch 1120 in the network cloud via CTI link 1119 .
- FIG. 6 may be used to provide many CTI 10 functions, there is a great dependence on telephony switch 1120 . Some older switches are not capable of CTI functions and data sharing, and some others are very limited in their functions. Moreover, the organization that provides a call-in center under these circumstances has no control over the switches in the network cloud, and it may not be practical for such an organization to purchase and install an expensive CTI-capable switch on the premises of the call-in center. What is needed is an apparatus and methods that will provide CTI functionality in the absence of a workable CTI link, such as link 1119 in FIG. 2 .
- FIG. 7 is a block diagram of a call and information routing and call-center system according to an embodiment of the present invention.
- the system of FIG. 7 has all of the connectivity and functionality of the system of FIG. 6 , plus a data connection between each telephone in the call-in center and the associated PC.
- PC 1161 is connected to telephone 1162 by link 1163
- PC 1171 is connected to telephone 1172 by data link 1173 .
- each PC is connected on LAN 1152 , which also connects to file server 1153 and to processor 1151 running an instance of T-Server 1114 .
- T-Server 1114 running on processor 1151 may acquire in aggregate all of the information otherwise available from switch 1120 via CTI connection 1119 . T-Server 1114 on processor 1151 may then perform as though a fully workable CTI connection 1119 to switch 1120 is established.
- origination information which may be such as caller ID information or DNIS information
- origination data transmitted to T-Server 1114 at processor 1151 indicating the call last received was not through a valid SCP will cause any data being prepared for display at the agent station to be halted.
- T-Server 1114 on processor 1151 may cause such non-SCP calls to be disconnected and/or rerouted, by command over link 1119 .
- Call recording is a major need in customer service operations of the sort described herein, especially in operations dealing with financial markets and utilities. Such recording operations in current art are typically quite expensive to implement and difficult to manage.
- an improved call recording facility is provided by virtue of the connection of the telephone to the PC by data link, and the functionality afforded through LAN 1152 and code as a part of T-Server 1114 .
- a digital voice rendition of both parties to a call is transmitted on link 163 (for example) to PC 1161 .
- all calls are recorded, subject of course to local laws governing such matters, and provision is made for selective archiving of recorded conversations.
- the recording is all digital, and may be accomplished in a number of ways, utilizing a number of commercially available hardware and software entities, such as those marketed under the name SoundBlasterTM.
- the LAN connection and availability of data servers such as server 1153 provide for the rather large amount of digital data needed for such a recording operation.
- organization of the recorded database can be done in a variety of ways, categorized by agent, by subject, by product, and so on, and relational cross-referencing may be done as well, providing a well of information not before available in such call-in centers.
- interactive search and retrieve functionality, and interactive report generation is provided.
- digital voice recording is provided on demand, under control of the resident agent and/or the agent's supervisor. It will be apparent to those with skill in the art that there are many different schemes that may be employed for digital voice recording, using the uniquely connected and managed apparatus of the present invention.
- voice playback is provided, with pre-recorded massages played to a caller under agent or Host control.
- pre-recorded messages may be recorded by an agent or other person, and stored either locally in the PC or more remotely, such as on a server connected to LAN 152 .
- Such messages can include greetings, mandatory messages required under law in some cases, disclaimers, and all kinds of messages that may be very repetitive for an agent.
- voice recognition routines are used allowing an agent to invoke displays with spoken initiators on the telephone, recognized in the PC and acted upon either in the PC or through the PC by means of LAN 1152 by other servers on the LAN or by T-Server 1114 .
- Voice recognition may also be used to detect upselling opportunities in the course of calls at PC connected telephones.
- Other voice recognition routines are used in embodiments of the invention to detect abusive or threatening speech, and to automatically save calls or portions of calls that match patterns for such speech.
- the present invention in embodiments described below pertains to computer simulation of telephony call centers and activity and functionality of such centers, and to computer telephony integration (CTI) as applied to such centers.
- CTI computer telephony integration
- call centers Also common to call centers is the fact of connections to telephones at agent stations, which are typically assigned directory numbers. There may be just a few, dozens or even thousands of agent stations controlled by a single call center. In some call centers, only telephones are provided at agent stations. In others there may be computer terminals with display monitors, and the computer terminals may be interconnected on a local area network (LAN) along with network servers of various sorts.
- LAN local area network
- Call centers have recently been developed for providing video conferencing with agents. It may be seen that the architecture can be quite varied.
- Telephone switches at call centers are capable of certain functions in switching, such as Automatic Call Distribution (ACD), queuing, playing recorded announcements to callers, and much more, and typically the functions available, and the manner in which the functions operate is specific to the make and model of the telephony switch.
- ACD Automatic Call Distribution
- CTI involves three areas: (1) Call Control, which includes an ability to control and observe telephony calls, switching features and status, automatic call distribution (ACD) systems and ACD agents, and to use switching resources including tone generators and detectors; (2) Telephone Control, which is an ability to control and observe telephone devices; and (3) Media Access, which includes binding telephone calls to other media services.
- Call Control which includes an ability to control and observe telephony calls, switching features and status, automatic call distribution (ACD) systems and ACD agents, and to use switching resources including tone generators and detectors
- Telephone Control which is an ability to control and observe telephone devices
- Media Access which includes binding telephone calls to other media services.
- FIG. 8 is a block diagram depicting a simulated system according to a preferred embodiment of the present invention.
- boundary 2100 encloses software modules that emulate a call center and associated objects; boundary 2110 represents a unique CTI Link Interface Library (CLIL); and boundary 2120 represents a CTI application.
- CLIL CTI Link Interface Library
- call center group 2100 comprises a software module 2101 , termed a Simulated Incoming Call Module (SICM), which emulates incoming calls via one or more trunks 2104 to a switch 2102 .
- the SICM operates with an ACD list, and simulates calls to ACD groups.
- Switch 2102 is termed in embodiments of the invention a Simulated Telephony Objects Module (STOM), and comprises a variety of micro-emulated objects represented here by elements 2130 - 2132 , which represent such as agents, ACD queues, and the like, as listed above.
- STOM Simulated Telephony Objects Module
- Agent's telephones and agent stations as micro-emulated objects in a call center simulation will have attributes and statuses including, but not necessarily limited to two-line connections; perhaps a group relationship; and an equipment configuration mode (status when call offered, and status when call released).
- elements 2130 - 2132 include such as an Interactive Voice Response (IVR) system, remote access agents, media services that may appear in a call center switch, and generally, any feature that a call center switch can perform.
- IVR Interactive Voice Response
- Outgoing trunks have parameters including but not limited to a list of the outgoing trunks and a probability of answer result, such as answer, not answer, busy, answering machine, fax/modem, SIT tones, and so forth.
- Calls in the simulation procedure have attributes and parameters including but not limited to origination party; destination party; PBX call identifier, DNIS number, ANI, and call status, such as connecting, waiting, alerting, or conferencing.
- Elements 2130 - 2132 may be, as indicated above, any function or behavior associated with STOM 2102 , and it will be apparent to those with skill in the art that the three elements shown are not enough to depict all physical and logical elements that would have to be provided for STOM 2102 to make a realistic simulation. The elements shown, however, will be sufficient to teach to practice of the invention to those with skill in the art.
- Software module 2103 represents an outgoing and return module, termed a Simulated Outgoing Dialing Module (SODM), wherein calls placed by STOM 2102 over path 2106 are modeled, and calls returned as a function of the outgoing calls over path 2105 are also modeled.
- STOM 2102 communicates with Interface Library 2110 via paths 2108 and 2109 .
- Link 2113 represents a CTI link from application 2120 to switch 2102 via CLIL 2110 .
- the STOM notifies an application 2120 through CLIL 2110 of arriving calls, and data associated with arriving calls, as well changing status of telephony objects and statuses.
- STOM 2102 receives requests from application 2120 via CLIL 2110 to change status of agents phones and stations, such as login, logout, ready, not ready, or and busy. Requests are also received to change call status, such as answer, reconnect, disconnect, produce new call, transfer call, and include a call to a conference. If requested changes are available the STOM produces the changes and sends notification o the changes to application 2120 through CLIL 2110 . If requested changes are out available, negative notification is sent.
- FIG. 8 Although several computer functions are represented that may in a real system, rather than an emulated system, be executed on separate but connected and intercommunicating processors, all of the system represented by FIG. 8 will be typically executed on a single, relatively powerful computer.
- the various elements represented are software modules written to intercommunicate, and to simulate the behavior of real telephony systems.
- FIG. 8 is more than a block diagram representing a system of the invention.
- FIG. 8 also represents a user interface wherein the elements are objects represented on a graphical user interface (GUI) as icons.
- GUI graphical user interface
- the system of the invention is adapted such that object elements may be selected from a library and interchanged into an interconnected system.
- SICM 2101 This software module is a micro-application that, when initiated and operating may simulate calls to STOM 2102 .
- a master SICM is developed that includes all of the characteristics of incoming calls.
- the master module has input parameters that allow a user to configure the module for certain behavior of interest. As an example, it may be of interest to test an application running as element 2120 against a rush of Christmas shoppers placing calls within a certain time frame at a certain rate, with the calls statistically distributed for a range of products for which agents at the emulated call center are adapted to enter orders and schedule deliveries.
- Iconic elements 2130 - 2132 are shown as three different shapes in FIG. 1 . Each of these elements is a micro emulated object having alterable parameters. Description of an agent object should be adequate to illustrate the nature of the invention in this aspect.
- element 2130 is a micro emulated agent module.
- This module may be selected from a library in the fashion described above for the SICM module, and dragged and dropped into switch 2132 . Either before or after addition to the switch, parameters for the module may be accessed and set. It will be apparent to those with skill in the art that there may be a large number of agents assigned to a single call center, and that all of the agents may not have the same assignments or characteristics.
- agents for English speakers who call there may be, for example, agents for English speakers who call, and agents who speak Spanish for handling calls from Spanish-speaking customers.
- Certain agents may be trained for certain functions: to sell certain products, for example, or to provide technical assistance in certain situations.
- There may be, however, multiple instances of a micro-emulated agent. For example, of a Spanish-speaking agent assigned to first shift duty and trained to sell three specific related products.
- An icon represented agent then, will have a multiplicity parameter.
- setting up a simulation a user may select an agent, set certain parameters, then set the multiplicity parameter so that the call center will behave as though there were, say, twenty such agents.
- parameters may be accessed and set for a micro-emulated object, such as element 2130 , which may, for example, represent an agent having particular attributes.
- a selected icon representing a micro-emulated object may be caused to display an associated window in the GUI, and the window will have programming fields wherein a user may access and alter (edit) parameters.
- the object is an agent, there may be, for example, a parameter field for language, for product knowledge, for shift assignment, and so forth; and, as indicated above, there may also be a parameter for multiplicity.
- the multiplicity parameter may be set for “n” instances, then the object will behave in operation of the simulation as “n” objects.
- the behavior of such objects can be in preferred embodiments, randomized, so the behavior, where there is a range, is not always the statistical average.
- CLIL 2110 Attention is now directed to CLIL 2110 and communication between STOM 2102 and CLIL 2110 .
- CLIL is an interface library whose function it is to translate between STOM 2102 and application 2120 in a particular manner.
- STOM 2102 is configured in a manner that will be common to any of the several makes and models of available telephony switches currently available. Different makes and models of telephony switches communicate with CTI applications in different ways, however, and provide significantly different behavior specific to a particular make and model of switch. Communication may also be characterized by latency considerations. For example, in some real world situations one might wish to test, the telephony switch will be on the customer's premises, and in others, the telephony switch might be in the network, remote from the customer's premises. Latency issues in communication will differ by the different switch location, even with the same physical switch.
- CLIL is a switch-dependent layer that controls communication of commands and status over data paths 2108 / 2109 and CTI link 2113 .
- the function of CLIL 2110 is to add switch dependent characteristics to the communication, so one simulated generic call center can be made to appear to a CTI application as a particular make and model of a switch connected in a specific manner.
- the particular value of CLIL 2110 is that an application may be tested against one make and model of a switch, and, by selecting a different layer of software from CLIL 22110 , one may then test the same CTI application against a different make and model of switch and/or location and connectivity of a switch user may quickly and conveniently substitute one CLIL setup for another for communication with a switch of interest.
- IPNT Internet Protocol Network Telephony
- FIG. 7 shows such an embodiment wherein Internet calls originating in Internet network 1200 from computer 1210 are received by the DNS in the Internet and forwarded to switch 1120 , which in this embodiment also functions as an IP switch. From this point the Internet call is treated like a telephony call wherein the call may also have caller ID attached (originating caller's Internet address), and in those cases, wherein a separate network digital data link is accomplished between processors at the origination end ( 1114 ) and the customer's premises ( 1151 ) a data packet associated with the call may be forwarded over link 1118 .
- caller ID attached originating caller's Internet address
- T-S 1116 which interacts continuously with switch 1120 in this embodiment, is capable of transacting with data file server 1153 , given caller ID and/or other data associated with a call, to retrieve further information about the caller from data file server 1153 .
- the inventions are involved with new and unique ways to use machine intelligence for telephony functions, particularly, but not exclusively, as these functions relate to call centers and intelligent routing of calls.
- the principles of the invention may also be applied to IPNT without undue experimentation.
- IPNT application in those embodiments dealing with personal routing and personal routers, the methods and apparatus described may also be adapted to IPNT so personal routing rules, negotiation, and the like may be provided for IPNT calls as well.
- the applications may apply to IPNT telephony as well as to more conventional telephony systems. Other examples will be apparent to those with skill in the telephony arts.
Abstract
Description
Claims (6)
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US13/789,640 USRE45606E1 (en) | 1997-02-10 | 2013-03-07 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US13/861,367 US20130230160A1 (en) | 1997-02-10 | 2013-04-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Applications Claiming Priority (10)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US08/797,420 US6185291B1 (en) | 1997-02-10 | 1997-02-10 | Personal desktop router |
US08/802,667 US6201863B1 (en) | 1997-02-10 | 1997-02-19 | Personal desktop router |
US08/833,340 US6560328B1 (en) | 1997-04-03 | 1997-04-03 | Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US08/869,815 US6148074A (en) | 1997-02-10 | 1997-06-04 | Personal desktop router |
US08/891,675 US6205412B1 (en) | 1997-07-09 | 1997-07-09 | Methods in computer simulation of telephony systems |
US08/928,861 US7031442B1 (en) | 1997-02-10 | 1997-09-12 | Methods and apparatus for personal routing in computer-simulated telephony |
US08/949,566 US6480600B1 (en) | 1997-02-10 | 1997-10-14 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/234,691 US6735298B2 (en) | 1997-02-10 | 2002-09-03 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/843,802 US7903807B2 (en) | 1997-02-10 | 2004-05-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US13/789,640 USRE45606E1 (en) | 1997-02-10 | 2013-03-07 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Related Parent Applications (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US08/928,861 Continuation-In-Part US7031442B1 (en) | 1997-02-10 | 1997-09-12 | Methods and apparatus for personal routing in computer-simulated telephony |
US10/234,691 Continuation US6735298B2 (en) | 1997-02-10 | 2002-09-03 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/843,802 Reissue US7903807B2 (en) | 1997-02-10 | 2004-05-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Related Child Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US13/861,367 Continuation US20130230160A1 (en) | 1997-02-10 | 2013-04-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Publications (1)
Publication Number | Publication Date |
---|---|
USRE45606E1 true USRE45606E1 (en) | 2015-07-07 |
Family
ID=46276186
Family Applications (4)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US08/949,566 Expired - Fee Related US6480600B1 (en) | 1997-02-10 | 1997-10-14 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/234,691 Expired - Lifetime US6735298B2 (en) | 1997-02-10 | 2002-09-03 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/843,802 Ceased US7903807B2 (en) | 1997-02-10 | 2004-05-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US13/789,640 Expired - Fee Related USRE45606E1 (en) | 1997-02-10 | 2013-03-07 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Family Applications Before (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US08/949,566 Expired - Fee Related US6480600B1 (en) | 1997-02-10 | 1997-10-14 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/234,691 Expired - Lifetime US6735298B2 (en) | 1997-02-10 | 2002-09-03 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US10/843,802 Ceased US7903807B2 (en) | 1997-02-10 | 2004-05-11 | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
Country Status (1)
Country | Link |
---|---|
US (4) | US6480600B1 (en) |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20130304904A1 (en) * | 2012-05-09 | 2013-11-14 | Everbridge, Inc. | Systems and methods for metric-based cloud management |
US9740708B2 (en) | 2012-05-01 | 2017-08-22 | Everbridge, Inc. | Systems and methods for distance and performance based load balancing |
Families Citing this family (61)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
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 |
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US20130230160A1 (en) * | 1997-02-10 | 2013-09-05 | Igor Neyman | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
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 |
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 |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
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 |
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 |
US6785710B2 (en) * | 1998-06-22 | 2004-08-31 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
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 |
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 |
US6970829B1 (en) * | 2000-02-14 | 2005-11-29 | Iex Corporation | Method and system for skills-based planning and scheduling in a workforce contact center environment |
US6829349B1 (en) * | 2000-07-31 | 2004-12-07 | Comdial Corporation | System and method for monitoring and routing incoming calls |
US7673241B2 (en) * | 2002-06-26 | 2010-03-02 | Siebel Systems, Inc. | User interface for multi-media communication for the visually disabled |
US7581230B2 (en) | 2001-02-06 | 2009-08-25 | Siebel Systems, Inc. | Adaptive communication application programming interface |
US7505577B2 (en) * | 2001-03-31 | 2009-03-17 | Siebel Systems, Inc. | System and method for multi-channel communication queuing |
US8601492B2 (en) * | 2001-03-31 | 2013-12-03 | Siebel Systems, Inc. | User interface for multi-channel communication |
US20070203797A1 (en) * | 2001-03-31 | 2007-08-30 | Annadata Anil K | Configurable media-independent server |
US7730204B2 (en) * | 2001-03-31 | 2010-06-01 | Siebel Systems, Inc. | Extensible interface for inter-module communication |
US7315616B2 (en) | 2001-03-31 | 2008-01-01 | Siebel Systems, Inc. | System and method for maintaining real-time agent information for multi-channel communication queuing |
US20030206192A1 (en) * | 2001-03-31 | 2003-11-06 | Mingte Chen | Asynchronous message push to web browser |
US20030018705A1 (en) * | 2001-03-31 | 2003-01-23 | Mingte Chen | Media-independent communication server |
US7103171B1 (en) | 2001-06-29 | 2006-09-05 | Siebel Systems, Inc. | System and method for multi-channel communication queuing using routing and escalation rules |
US8180034B2 (en) * | 2001-07-27 | 2012-05-15 | Alcatel Lucent | Apparatus, and associated method, for a CTI-enabled SIP-phone |
DE50107501D1 (en) * | 2001-07-30 | 2006-02-02 | Siemens Ag | Call processing in a telecommunication network and associated units |
US8091042B2 (en) | 2001-11-15 | 2012-01-03 | Siebel Systems, Inc. | Apparatus and method for displaying selectable icons in a toolbar for a user interface |
US6961419B2 (en) * | 2002-04-02 | 2005-11-01 | Rockwell Electronic Commerce Technologies, Llc | Contact center data integration with enterprise applications |
US20040191735A1 (en) * | 2003-03-24 | 2004-09-30 | Mccormack Tony | Method and system for simulating activity in a contact centre |
US7190978B2 (en) * | 2004-07-02 | 2007-03-13 | Anritsu Corporation | Mobile network simulator apparatus |
US7965829B2 (en) * | 2004-07-30 | 2011-06-21 | At&T Intellectual Property I, L.P. | Subscriber alterable call transfer service |
US20060023858A1 (en) * | 2004-07-30 | 2006-02-02 | Crockett Susanne M | Subscriber alterable locator service |
US8019636B2 (en) * | 2004-09-28 | 2011-09-13 | International Business Machines Corporation | Method, system and program product for planning and managing a call center study |
US20060083219A1 (en) * | 2004-10-14 | 2006-04-20 | Sbc Knowledge Ventures, L.P. | Using information about dialup access numbers in a service region to support customer service interactions |
US20060165057A1 (en) * | 2004-11-04 | 2006-07-27 | Sbc Knowledge Ventures, L.P. | Presenting dialup access numbers status information using an automated voice response system |
US7864945B2 (en) * | 2004-11-30 | 2011-01-04 | Aspect Software, Inc. | Method for detecting availability of non-traditional agent |
US9160792B2 (en) * | 2005-04-05 | 2015-10-13 | International Business Machines Corporation | On-demand global server load balancing system and method of use |
US7511606B2 (en) * | 2005-05-18 | 2009-03-31 | Lojack Operating Company Lp | Vehicle locating unit with input voltage protection |
US7995717B2 (en) | 2005-05-18 | 2011-08-09 | Mattersight Corporation | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US8094803B2 (en) | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto |
US8094790B2 (en) * | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center |
FR2893736B1 (en) * | 2005-11-18 | 2008-12-26 | Upsale Sarl | METHOD AND SYSTEM FOR COMPUTERIZED PROCESSING OF INFORMATION RELATING TO TELEPHONE COMMUNICATION |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US8199902B1 (en) * | 2006-05-22 | 2012-06-12 | Avaya Inc. | Passing URL for XML documents via a telephone signaling system |
US8023639B2 (en) | 2007-03-30 | 2011-09-20 | Mattersight Corporation | Method and system determining the complexity of a telephonic communication received by a contact center |
US8718262B2 (en) | 2007-03-30 | 2014-05-06 | Mattersight Corporation | Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication |
US7869586B2 (en) * | 2007-03-30 | 2011-01-11 | Eloyalty Corporation | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics |
US10419611B2 (en) | 2007-09-28 | 2019-09-17 | Mattersight Corporation | System and methods for determining trends in electronic communications |
US20110013761A1 (en) * | 2009-07-18 | 2011-01-20 | Shean-Tung Lin | Communication System |
US20140188481A1 (en) * | 2009-12-22 | 2014-07-03 | Cyara Solutions Pty Ltd | System and method for automated adaptation and improvement of speaker authentication in a voice biometric system environment |
US9237239B2 (en) * | 2010-08-20 | 2016-01-12 | Genband Us Llc | Method for augmenting a voice call |
US9191510B2 (en) | 2013-03-14 | 2015-11-17 | Mattersight Corporation | Methods and system for analyzing multichannel electronic communication data |
US9947342B2 (en) | 2014-03-12 | 2018-04-17 | Cogito Corporation | Method and apparatus for speech behavior visualization and gamification |
US9160854B1 (en) | 2014-12-17 | 2015-10-13 | Noble Systems Corporation | Reviewing call checkpoints in agent call recordings in a contact center |
US9112974B1 (en) * | 2014-12-17 | 2015-08-18 | Noble Systems Corporation | Checkpoint widget for indicating checkpoint status information to an agent in a contact center |
US9160853B1 (en) | 2014-12-17 | 2015-10-13 | Noble Systems Corporation | Dynamic display of real time speech analytics agent alert indications in a contact center |
US10194027B1 (en) | 2015-02-26 | 2019-01-29 | Noble Systems Corporation | Reviewing call checkpoints in agent call recording in a contact center |
US10276188B2 (en) | 2015-09-14 | 2019-04-30 | Cogito Corporation | Systems and methods for identifying human emotions and/or mental health states based on analyses of audio inputs and/or behavioral data collected from computing devices |
US9936066B1 (en) | 2016-03-16 | 2018-04-03 | Noble Systems Corporation | Reviewing portions of telephone call recordings in a contact center using topic meta-data records |
EP3313118A1 (en) * | 2016-10-24 | 2018-04-25 | Thomson Licensing | Method to be implemented at a device configured to be connected to a customer premise equipment of a first type network, corresponding device |
CN112351134B (en) * | 2020-10-29 | 2022-04-15 | 科大国创云网科技有限公司 | Virtual intermediate number privacy protection system |
Citations (1070)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
AT270486B (en) | 1966-01-11 | 1969-04-25 | Sigri Elektrographit Gmbh | Carbon or graphite bodies with an antioxidant protective layer applied to them, as well as processes for their production |
US3914559A (en) | 1974-11-07 | 1975-10-21 | Bell Telephone Labor Inc | Universal PBX line circuit for key and non-key service |
US4048452A (en) | 1976-05-28 | 1977-09-13 | Bell Telephone Laboratories, Incorporated | Automatic call distribution system |
US4290141A (en) | 1979-07-02 | 1981-09-15 | General Electric Company | Electronic voting system |
US4320256A (en) | 1979-11-27 | 1982-03-16 | Freeman Michael J | Verbally interactive telephone interrogation system with selectible variable decision tree |
US4345315A (en) | 1979-01-19 | 1982-08-17 | Msi Data Corporation | Customer satisfaction terminal |
US4355207A (en) | 1980-05-30 | 1982-10-19 | Amtel Communications, Inc. | Telephone answering system |
US4355372A (en) | 1980-12-24 | 1982-10-19 | Npd Research Inc. | Market survey data collection method |
US4400587A (en) | 1981-08-25 | 1983-08-23 | Rockwell International Corporation | Overflow and diversion to a foreign switch |
US4439636A (en) | 1982-03-09 | 1984-03-27 | Martha Newkirk | Credit card actuated telecommunication access network |
US4451700A (en) | 1982-08-27 | 1984-05-29 | M. A. Kempner, Inc. | Automatic audience survey system |
US4489438A (en) | 1982-02-01 | 1984-12-18 | National Data Corporation | Audio response system |
US4512011A (en) | 1982-11-01 | 1985-04-16 | At&T Bell Laboratories | Duplicated network arrays and control facilities for packet switching |
US4517410A (en) | 1982-04-02 | 1985-05-14 | Data Acquisition Services | Automatic user selected variable telephone message record and playback system |
US4521643A (en) | 1983-01-10 | 1985-06-04 | Northern Telecom Limited | Apparatus for transmitting information via telephone lines |
US4523055A (en) | 1983-11-25 | 1985-06-11 | Pitney Bowes Inc. | Voice/text storage and retrieval system |
US4528643A (en) | 1983-01-10 | 1985-07-09 | Fpdc, Inc. | System for reproducing information in material objects at a point of sale location |
US4539435A (en) | 1982-06-14 | 1985-09-03 | Eckmann Stuart F | Interactive educational system with voice reaction and access using tone-generating telephone |
US4555903A (en) | 1980-06-09 | 1985-12-03 | Ronald P. Howell | Internal combustion turbine engine |
US4558180A (en) | 1983-10-25 | 1985-12-10 | At&T Bell Laboratories | Programmable audio mixer |
US4559415A (en) | 1983-02-04 | 1985-12-17 | Alain Bernard | Charging process for selling information by telephone |
US4566030A (en) | 1983-06-09 | 1986-01-21 | Ctba Associates | Television viewer data collection system |
US4567323A (en) | 1983-07-12 | 1986-01-28 | At&T Bell Laboratories | Method and apparatus for providing a plurality of special services |
US4577062A (en) | 1983-09-02 | 1986-03-18 | Butler National Corporation | Method for dispensing information |
US4577067A (en) | 1983-10-05 | 1986-03-18 | Alfred Levy | Remotely controlled telephone hold program system |
US4578700A (en) | 1983-05-25 | 1986-03-25 | Agb Research Plc | Apparatus for storing data relating to television viewing |
US4580012A (en) | 1979-11-26 | 1986-04-01 | Vmx, Inc. | Electronic audio communications system with automatic user access features |
US4584602A (en) | 1982-11-08 | 1986-04-22 | Pioneer Ansafone Manufacturing Corporation | Polling system and method using nondedicated telephone lines |
US4587379A (en) | 1983-03-24 | 1986-05-06 | Omron Tateisi Electronics Co. | Card authenticating apparatus for card-based transaction processing system |
US4598367A (en) | 1983-11-09 | 1986-07-01 | Financial Design Systems, Inc. | Financial quotation system using synthesized speech |
US4603232A (en) | 1984-09-24 | 1986-07-29 | Npd Research, Inc. | Rapid market survey collection and dissemination method |
US4611094A (en) | 1983-12-01 | 1986-09-09 | At&T Bell Laboratories | Method for customer definable telephone capability |
EP0193961A2 (en) | 1985-03-08 | 1986-09-10 | Sanyo Electric Co., Ltd. | Information selection device of disc player |
US4625276A (en) | 1983-08-31 | 1986-11-25 | Vericard Corporation | Data logging and transfer system using portable and resident units |
US4630201A (en) | 1984-02-14 | 1986-12-16 | International Security Note & Computer Corporation | On-line and off-line transaction security system using a code generated from a transaction parameter and a random number |
US4630200A (en) | 1983-03-01 | 1986-12-16 | Omron Tateisi Electronics Co. | Electronic cash register capable of performing cash-dispensing transactions |
US4634809A (en) | 1983-11-28 | 1987-01-06 | Kurt Paulsson | Terminal systems |
US4649563A (en) | 1984-04-02 | 1987-03-10 | R L Associates | Method of and means for accessing computerized data bases utilizing a touch-tone telephone instrument |
US4654482A (en) | 1984-10-15 | 1987-03-31 | Deangelis Lawrence J | Home merchandise ordering telecommunications terminal |
US4667287A (en) | 1982-10-28 | 1987-05-19 | Tandem Computers Incorporated | Multiprocessor multisystem communications network |
US4674044A (en) | 1985-01-30 | 1987-06-16 | Merrill Lynch, Pierce, Fenner & Smith, Inc. | Automated securities trading system |
US4679189A (en) | 1985-11-27 | 1987-07-07 | American Telephone And Telegraph Company | Alternate routing arrangement |
EP0236013A2 (en) | 1986-02-28 | 1987-09-09 | AT&T Corp. | Call distribution arrangement |
US4696029A (en) | 1985-12-12 | 1987-09-22 | Telesciences, Inc. | Telephone traffic load control system |
US4697282A (en) | 1984-04-18 | 1987-09-29 | Golden Enterprises, Inc. | Telephone operator voice storage and retrieval system |
JPS62200956U (en) | 1986-06-12 | 1987-12-21 | ||
US4737983A (en) | 1985-10-02 | 1988-04-12 | American Telephone And Telegraph Company Communications, Inc. | Automatic call distributor telephone service |
US4756020A (en) | 1985-08-30 | 1988-07-05 | American Telephone And Telegraph Company, At&T Bell Laboratories | Method and apparatus for disallowing the extension of a call through a network |
US4757267A (en) | 1987-06-17 | 1988-07-12 | Applied Telematics, Inc. | Telephone system for connecting a customer to a supplier of goods |
US4763353A (en) | 1986-02-14 | 1988-08-09 | American Telephone And Telegraph Company | Terminal based adjunct call manager for a communication system |
US4763191A (en) | 1986-03-17 | 1988-08-09 | American Telephone And Telegraph Company, At&T Bell Laboratories | Dial-up telephone network equipment for requesting an identified selection |
US4763317A (en) | 1985-12-13 | 1988-08-09 | American Telephone And Telegraph Company, At&T Bell Laboratories | Digital communication network architecture for providing universal information services |
US4771425A (en) | 1984-10-29 | 1988-09-13 | Stratacom, Inc. | Synchoronous packet voice/data communication system |
JPS63149955U (en) | 1987-03-20 | 1988-10-03 | ||
US4785408A (en) | 1985-03-11 | 1988-11-15 | AT&T Information Systems Inc. American Telephone and Telegraph Company | Method and apparatus for generating computer-controlled interactive voice services |
US4788715A (en) | 1986-10-16 | 1988-11-29 | American Telephone And Telegraph Company At&T Bell Laboratories | Announcing waiting times in queuing systems |
JPS647460Y2 (en) | 1982-09-09 | 1989-02-28 | ||
US4811382A (en) | 1986-09-05 | 1989-03-07 | Sleevi Neil F | Method and apparatus for applying messages in a telecommunications network |
US4812843A (en) | 1987-05-04 | 1989-03-14 | Champion Iii C Paul | Telephone accessible information system |
JPS6477265A (en) | 1987-09-18 | 1989-03-23 | Toshiba Corp | Telephone device |
US4829563A (en) | 1988-04-07 | 1989-05-09 | Teknekron Infoswitch Corporation | Method for predictive dialing |
US4831518A (en) | 1986-08-26 | 1989-05-16 | Bull Hn Information Systems Inc. | Multiprocessor interrupt rerouting mechanism |
US4852001A (en) | 1986-07-25 | 1989-07-25 | Hitachi, Ltd. | Job scheduling method and system |
US4866756A (en) | 1986-04-16 | 1989-09-12 | Call It Co. | Interactive computerized communications systems with voice input and output |
US4881261A (en) | 1988-06-29 | 1989-11-14 | Rockwell International Corporation | Method for predictive pacing of calls in a calling system |
US4893328A (en) | 1987-07-31 | 1990-01-09 | Microvoice Systems Corporation | Automated telephone operator overflow device |
US4896345A (en) | 1989-02-16 | 1990-01-23 | Thorne Donald J | Call handling system |
US4897866A (en) | 1988-10-19 | 1990-01-30 | American Telephone And Telegraph Company, At&T Bell Laboratories | Telecommunication system with subscriber controlled feature modification |
US4908850A (en) | 1988-01-11 | 1990-03-13 | American Communications & Engineering, Inc. | Voice services network with automated billing |
US4924488A (en) | 1987-07-28 | 1990-05-08 | Enforcement Support Incorporated | Multiline computerized telephone monitoring system |
EP0376517A2 (en) | 1988-12-29 | 1990-07-04 | AT&T Corp. | Telephone agent call management system |
US4943995A (en) | 1986-10-08 | 1990-07-24 | At&T Bell Laboratories | Semi-automated customer information system |
US4953204A (en) | 1989-10-17 | 1990-08-28 | At&T Bell Laboratories | Multilocation queuing for telephone calls |
US4972461A (en) | 1989-09-20 | 1990-11-20 | At&T Bell Laboratories | Call message delivery system and method |
JPH02298154A (en) | 1988-12-30 | 1990-12-10 | American Teleph & Telegr Co <Att> | Telephone call automatic distributor and switched network service of the same |
US4994985A (en) | 1987-12-23 | 1991-02-19 | International Business Machines Corporation | Methods of appending a reply in an electronic mail system |
US5001710A (en) | 1989-10-24 | 1991-03-19 | At&T Bell Laboratories | Customer programmable automated integrated voice/data technique for communication systems |
EP0420779A2 (en) | 1989-09-25 | 1991-04-03 | International Business Machines Corporation | User selectable electronic mail management method |
US5008930A (en) | 1989-10-24 | 1991-04-16 | At&T Bell Laboratories | Customer definable integrated voice/data call transfer technique |
US5017917A (en) | 1988-12-30 | 1991-05-21 | At&T Bell Laboratories | Restriction of communication service accessibility among subscriber communities |
US5020095A (en) | 1988-11-16 | 1991-05-28 | Dytel Corporation | Interactive call distribution processor |
JPH03160865A (en) | 1989-11-03 | 1991-07-10 | Internatl Business Mach Corp <Ibm> | Method processing telephone calling and device therefor |
US5036535A (en) | 1989-11-27 | 1991-07-30 | Unifi Communications Corporation | Switchless automatic call distribution system |
US5058152A (en) | 1989-12-12 | 1991-10-15 | The Telephone Connection | Anonymous interactive telephone system having direct connect feature |
JPH0352443Y2 (en) | 1985-12-19 | 1991-11-13 | ||
US5095504A (en) | 1987-10-01 | 1992-03-10 | Canon Kabushiki Kaisha | Telephone and telephone system having temporary transfer and hold-release functions |
WO1992008194A1 (en) | 1990-11-06 | 1992-05-14 | Societe D'etudes Et De Realisations Electroniques | Estimative control system for a group of work stations |
US5117225A (en) | 1989-05-01 | 1992-05-26 | Summit Micro Design | Computer display screen monitoring system |
JPH0466858U (en) | 1990-10-19 | 1992-06-12 | ||
FR2671252A1 (en) | 1991-01-02 | 1992-07-03 | American Telephone & Telegraph | FREE TELEPHONE CALLING SERVICE USING ISDN WITH POSSIBILITY OF IMAGE INFORMATION TRANSMISSION. |
US5136633A (en) | 1990-01-30 | 1992-08-04 | Visa International Service Association | International authorization system |
JPH04265049A (en) | 1991-02-20 | 1992-09-21 | Toshiba Corp | Telephone system |
JPH0440723Y2 (en) | 1988-03-28 | 1992-09-24 | ||
US5155761A (en) | 1990-01-26 | 1992-10-13 | Intervoice, Inc. | Automatic call back system and method of operation |
US5164983A (en) | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management system |
JPH04336742A (en) | 1991-05-14 | 1992-11-24 | Fujitsu Ltd | Exchange service control system |
EP0515068A2 (en) | 1991-05-20 | 1992-11-25 | Inventions, Inc. | Automated voice system for improving agent efficiency and for improving service to parties on hold |
US5168515A (en) | 1989-11-27 | 1992-12-01 | Unifi Communications Corporation | Switchless automatic call distribution system |
JPH04371056A (en) | 1991-06-20 | 1992-12-24 | Fujitsu Ltd | Incoming precedence determining system |
US5175800A (en) | 1987-03-23 | 1992-12-29 | Case Group Plc | Expert and data base system and method for communications network |
US5179589A (en) | 1991-11-27 | 1993-01-12 | International Telesystems Corporation | Call progress pacing |
US5181236A (en) | 1990-09-25 | 1993-01-19 | Rockwell International Corporation | Automatic call returning method for call distributor with message record capability |
US5181239A (en) | 1990-08-09 | 1993-01-19 | Rolm Systems | Call tagging user information in a telephonic environment |
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 |
EP0528732A1 (en) | 1991-08-21 | 1993-02-24 | Matra Communication | Videophone method and installation |
EP0532972A1 (en) | 1991-09-18 | 1993-03-24 | Siemens Aktiengesellschaft | Method and data communication terminal for establishing data connections in an ISDN communication system |
US5202828A (en) | 1991-05-15 | 1993-04-13 | Apple Computer, Inc. | User interface system having programmable user interface elements |
US5206903A (en) | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
EP0539105A2 (en) | 1991-10-23 | 1993-04-28 | AT&T Corp. | Automatic customer call back for automatic call distribution systems |
US5208745A (en) | 1988-07-25 | 1993-05-04 | Electric Power Research Institute | Multimedia interface and method for computer system |
US5212727A (en) | 1990-09-26 | 1993-05-18 | At&T Bell Laboratories | Queuing trigger in call processing |
US5214688A (en) | 1990-06-05 | 1993-05-25 | Inventions, Inc. | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
US5231670A (en) | 1987-06-01 | 1993-07-27 | Kurzweil Applied Intelligence, Inc. | Voice controlled system and method for generating text from a voice controlled input |
EP0559979A2 (en) | 1992-03-09 | 1993-09-15 | Advantis | Subscriber call routing process system |
US5247569A (en) | 1992-01-13 | 1993-09-21 | Intervoice, Inc. | System and method for controlling outbound and inbound calls in a telephone communication system |
US5249223A (en) | 1991-01-03 | 1993-09-28 | At&T Bell Laboratories | Call-load-control arrangement for an emergency-call-answering center |
US5253288A (en) | 1990-03-28 | 1993-10-12 | At&T Bell Laboratories | Alternate destination call redirection for telecommunications systems |
US5256863A (en) | 1991-11-05 | 1993-10-26 | Comark Technologies, Inc. | In-store universal control system |
US5261096A (en) | 1991-03-01 | 1993-11-09 | Bull Hn Information Systems Inc. | Interprocess message passing method in a distributed digital data system |
EP0568770A2 (en) | 1992-03-05 | 1993-11-10 | International Business Machines Corporation | A system for automatically storing telephone transaction information |
US5271058A (en) | 1989-11-27 | 1993-12-14 | Unifi Communications Corporation | Switchless automatic call distribution system used with a combination of networks |
US5274782A (en) | 1990-08-27 | 1993-12-28 | International Business Machines Corporation | Method and apparatus for dynamic detection and routing of non-uniform traffic in parallel buffered multistage interconnection networks |
US5274635A (en) | 1992-11-18 | 1993-12-28 | Stratacom, Inc. | Method and apparatus for aligning a digital communication data stream across a cell network |
US5274700A (en) | 1989-11-27 | 1993-12-28 | Unifi Communications Corporation | Methods of automatically rerouting an incoming telephone call placed over a network |
US5278977A (en) | 1991-03-19 | 1994-01-11 | Bull Hn Information Systems Inc. | Intelligent node resident failure test and response in a multi-node system |
US5278898A (en) | 1991-05-30 | 1994-01-11 | Davox Corporation | System for managing a hold queue |
US5280625A (en) | 1992-06-26 | 1994-01-18 | Hughes Aircraft Company | Communication system and method for linking data terminals and their host computers through a satellite or other wide area network |
WO1994001959A1 (en) | 1992-07-09 | 1994-01-20 | Davox Corporation | Telephony system with supervisory management center and parameter testing with alerts |
US5283856A (en) | 1991-10-04 | 1994-02-01 | Beyond, Inc. | Event-driven rule-based messaging system |
US5283638A (en) | 1991-04-25 | 1994-02-01 | Compuadd Corporation | Multimedia computing and telecommunications workstation |
US5285494A (en) | 1992-07-31 | 1994-02-08 | Pactel Corporation | Network management system |
US5288147A (en) | 1992-11-09 | 1994-02-22 | Ta Instruments, Inc. | Thermopile differential thermal analysis sensor |
US5291551A (en) | 1991-10-23 | 1994-03-01 | At&T Bell Laboratories | Home agent telecommunication technique |
US5291550A (en) | 1990-12-26 | 1994-03-01 | At&T Bell Laboratories | Dynamic network call distributor |
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 |
US5299260A (en) | 1990-11-20 | 1994-03-29 | Unifi Communications Corporation | Telephone call handling system |
US5301320A (en) | 1991-06-28 | 1994-04-05 | Digital Equipment Corporation | Workflow management and control system |
JPH06121051A (en) | 1992-10-06 | 1994-04-28 | Fujitsu Ltd | Compound exchange controller for providing cooperation between data terminal and telephone terminal |
US5311583A (en) | 1992-08-05 | 1994-05-10 | At&T Bell Laboratories | International priority calling system with callback features |
US5315709A (en) | 1990-12-03 | 1994-05-24 | Bachman Information Systems, Inc. | Method and apparatus for transforming objects in data models |
GB2273225A (en) | 1992-11-11 | 1994-06-08 | Rockwell International Corp | Telephone switching system which is programmable at the user location |
US5327486A (en) | 1993-03-22 | 1994-07-05 | Bell Communications Research, Inc. | Method and system for managing telecommunications such as telephone calls |
US5329583A (en) | 1992-06-30 | 1994-07-12 | At&T Bell Laboratories | Enhanced automatic call distribution system operation |
US5333266A (en) | 1992-03-27 | 1994-07-26 | International Business Machines Corporation | Method and apparatus for message handling in computer systems |
US5335268A (en) | 1992-10-22 | 1994-08-02 | Mci Communications Corporation | Intelligent routing of special service telephone traffic |
US5335269A (en) | 1992-03-12 | 1994-08-02 | Rockwell International Corporation | Two dimensional routing apparatus in an automatic call director-type system |
EP0610625A2 (en) | 1992-12-29 | 1994-08-17 | AT&T Corp. | Dynamic network automatic call distribution |
US5343518A (en) | 1993-01-14 | 1994-08-30 | Davox Corporation | System and method for controlling the dialing order of call record lists in an automated dialing system |
US5343477A (en) | 1990-09-17 | 1994-08-30 | Omron Corporation | Data processing system with data transmission failure recovery measures |
JPH0669988B2 (en) | 1990-03-26 | 1994-09-07 | 株式会社ジャパンエナジー | Ester compound and liquid crystal composition containing the same |
JPH06261129A (en) | 1993-01-14 | 1994-09-16 | American Teleph & Telegr Co <Att> | Apparatus and method for automatizing function of communicating and observing call center personnel schedule |
JPH0666830U (en) | 1993-02-15 | 1994-09-20 | アイダエンジニアリング株式会社 | Feed bar support device |
US5355474A (en) | 1991-09-27 | 1994-10-11 | Thuraisngham Bhavani M | System for multilevel secure database management using a knowledge base with release-based and other security constraints for query, response and update modification |
US5359649A (en) | 1991-10-02 | 1994-10-25 | Telefonaktiebolaget L M Ericsson | Congestion tuning of telecommunications networks |
US5363507A (en) | 1990-08-13 | 1994-11-08 | Hitachi, Ltd. | Method and system for storing and retrieving collaboratively processed information by associated identification data |
JPH0644157Y2 (en) | 1987-11-20 | 1994-11-14 | 三洋電機株式会社 | Electronic component automatic mounting device |
US5367329A (en) | 1991-10-24 | 1994-11-22 | Fujitsu Limited | Accounting system in network for offering video programs |
JPH0646150Y2 (en) | 1991-03-29 | 1994-11-24 | 株式会社ノーリツ | Wireless remote control holding structure |
US5369695A (en) | 1992-01-06 | 1994-11-29 | At&T Corp. | Method of redirecting a telephone call to an alternate destination |
JPH06334748A (en) | 1993-04-30 | 1994-12-02 | American Teleph & Telegr Co <Att> | Service providing method for distributing incoming messages to presons treated as ones at home, and equipment therefor |
JPH06103058B2 (en) | 1986-06-16 | 1994-12-14 | 東海ゴム工業株式会社 | Torsional damper with excellent burst resistance |
WO1994029995A1 (en) | 1993-06-14 | 1994-12-22 | Motorola Inc. | Cellular communication system having information retrieval and method therefor |
US5384829A (en) | 1990-05-07 | 1995-01-24 | Unisys Corporation | Digital computer platform for supporting telephone network applications |
US5384766A (en) | 1992-09-21 | 1995-01-24 | Fujitsu Limited | LAN management system in electronic switching apparatus |
US5384841A (en) | 1993-10-27 | 1995-01-24 | Rockwell International Corporation | Automatic call distribution network with call overload system and method |
US5384771A (en) | 1993-08-27 | 1995-01-24 | At&T Corp. | Multimedia call configuration system |
US5392277A (en) | 1993-06-11 | 1995-02-21 | At&T Corp. | Routing to intelligence |
US5392400A (en) | 1992-07-02 | 1995-02-21 | International Business Machines Corporation | Collaborative computing system using pseudo server process to allow input from different server processes individually and sequence number map for maintaining received data sequence |
US5392328A (en) | 1993-02-04 | 1995-02-21 | Bell Communications Research, Inc. | System and method for automatically detecting root causes of switching connection failures in a telephone network |
WO1995008236A2 (en) | 1993-09-17 | 1995-03-23 | Executone Information Systems, Inc. | Telephone call center |
EP0647050A2 (en) | 1993-09-01 | 1995-04-05 | Teknekron Infoswitch Corporation | Method and systems for integrating a plurality of call center agent performance enhancement modules |
EP0647051A1 (en) | 1993-09-30 | 1995-04-05 | AT&T Corp. | Telecommunication network with integrated network-wide automatic call distribution |
US5414762A (en) | 1994-01-18 | 1995-05-09 | Q.Sys International, Inc. | Telephony controller with functionality command converter |
US5422813A (en) | 1992-12-17 | 1995-06-06 | Stanford Telecommunications, Inc. | No-outage GPS/commercial RF positioning system |
US5425091A (en) | 1994-02-28 | 1995-06-13 | U S West Technologies, Inc. | Method and system for providing an automatic customer callback service |
US5425093A (en) | 1993-02-23 | 1995-06-13 | International Telesystems Corporation | System for integrating a stand alone inbound automatic call distributor and a outbound automatic call dialer |
US5426594A (en) | 1993-04-02 | 1995-06-20 | Motorola, Inc. | Electronic greeting card store and communication system |
JPH0758851B2 (en) | 1986-06-13 | 1995-06-21 | 八木アンテナ株式会社 | Vehicle receiver |
US5428608A (en) | 1993-12-30 | 1995-06-27 | At&T Corp. | Call connection technique |
EP0660573A2 (en) | 1993-12-27 | 1995-06-28 | AT&T Corp. | Revertive calling automatic call distributor |
JPH07170288A (en) | 1993-12-15 | 1995-07-04 | Hitachi Ltd | Voice communication system and voice communication method |
US5436967A (en) | 1994-02-01 | 1995-07-25 | At&T Corp. | Held party call-back arrangement |
US5436965A (en) | 1993-11-16 | 1995-07-25 | Automated Systems And Programming, Inc. | Method and system for optimization of telephone contact campaigns |
WO1995020860A1 (en) | 1994-01-31 | 1995-08-03 | At & T Corp. | Work at home agent acd call distribution |
US5440719A (en) | 1992-10-27 | 1995-08-08 | Cadence Design Systems, Inc. | Method simulating data traffic on network in accordance with a client/sewer paradigm |
US5444823A (en) | 1993-04-16 | 1995-08-22 | Compaq Computer Corporation | Intelligent search engine for associated on-line documentation having questionless case-based knowledge base |
US5444767A (en) | 1994-03-09 | 1995-08-22 | Gregory J. Goetcheus | Systems and methods for recording and delivering personalized audio messages |
US5444774A (en) | 1992-06-26 | 1995-08-22 | At&T Corp. | Interactive queuing sytem for call centers |
US5450483A (en) | 1993-11-18 | 1995-09-12 | British Telecommunications P.L.C. | Method of controlling overloads in a telecommunications network |
US5455903A (en) | 1991-05-31 | 1995-10-03 | Edify Corp. | Object oriented customer information exchange system and method |
JPH07262104A (en) | 1994-03-18 | 1995-10-13 | Fujitsu Ltd | Electronic mail linkage processor |
JPH0746321Y2 (en) | 1989-10-24 | 1995-10-25 | 日本真空技術株式会社 | Centrifugal vacuum evaporator |
US5463685A (en) | 1992-04-01 | 1995-10-31 | At&T Ipm Corp. | Network based outbound call management |
US5465286A (en) | 1994-05-24 | 1995-11-07 | Executone Information Systems, Inc. | Apparatus for supervising an automatic call distribution telephone system |
US5467391A (en) | 1992-10-21 | 1995-11-14 | Digital Systems International, Inc. | Integrated intelligent call blending |
US5469504A (en) | 1992-10-14 | 1995-11-21 | Blaha; David L. | Automatic call distribution with intersubnetwork customer information transfer system and method |
US5473680A (en) | 1994-06-14 | 1995-12-05 | Bell Communications Research, Inc. | Methods and apparatus for interfacing with application programs to manage multimedia multiparty communications |
JPH07319538A (en) | 1994-05-30 | 1995-12-08 | Nissin Electric Co Ltd | Monitoring device |
US5475813A (en) | 1994-07-18 | 1995-12-12 | International Business Machines Corporation | Routing transactions in the presence of failing servers |
JPH07115471B2 (en) | 1985-11-08 | 1995-12-13 | キヤノン株式会社 | Inkjet recording device |
JPH07336447A (en) | 1994-06-06 | 1995-12-22 | Fujitsu Ltd | Line select method for electronic exchange |
US5479487A (en) | 1993-02-11 | 1995-12-26 | Intervoice Limited Partnership | Calling center employing unified control system |
US5481616A (en) | 1993-11-08 | 1996-01-02 | Sparkomatic Corporation | Plug-in sound accessory for portable computers |
US5488648A (en) | 1993-08-17 | 1996-01-30 | Telefonaktiebolaget L M Ericsson | Behavior monitoring and analyzing system for stored program controlled switching system |
US5491783A (en) | 1993-12-30 | 1996-02-13 | International Business Machines Corporation | Method and apparatus for facilitating integrated icon-based operations in a data processing system |
JPH0846699A (en) | 1994-07-28 | 1996-02-16 | Fujitsu Ltd | Method and device for controlling automatic dialing |
US5493564A (en) | 1994-03-25 | 1996-02-20 | Sprint International Communications Corp. | Method and apparatus for global routing of electronic messages |
JPH0856377A (en) | 1994-08-10 | 1996-02-27 | Nippon Telegr & Teleph Corp <Ntt> | Caller position reporting device |
US5495522A (en) | 1993-02-01 | 1996-02-27 | Multilink, Inc. | Method and apparatus for audio teleconferencing a plurality of phone channels |
US5495523A (en) | 1994-06-01 | 1996-02-27 | Davox Corporation | Method for low priority telephony system assisted dialing |
US5497317A (en) | 1993-12-28 | 1996-03-05 | Thomson Trading Services, Inc. | Device and method for improving the speed and reliability of security trade settlements |
US5497371A (en) | 1993-10-26 | 1996-03-05 | Northern Telecom Limited | Digital telecommunication link for efficiently transporting mixed classes of packets |
US5496392A (en) | 1990-12-21 | 1996-03-05 | Enviroscience | Method of recycling industrial waste |
US5497373A (en) | 1994-03-22 | 1996-03-05 | Ericsson Messaging Systems Inc. | Multi-media interface |
EP0701358A1 (en) | 1994-09-12 | 1996-03-13 | Rockwell International Corporation | Method and system for routing incoming telephone calls to available agents based on agent skills |
US5500891A (en) | 1994-09-30 | 1996-03-19 | Harrington; Noreen A. | Telecommunication system with multilink host computer call control interface system and method |
US5506898A (en) | 1994-07-12 | 1996-04-09 | At&T Corp. | Expected wait-time indication arrangement |
US5509062A (en) | 1994-08-03 | 1996-04-16 | At&T Corp. | Intelligent terminal based selective call forwarding |
US5510829A (en) | 1990-03-15 | 1996-04-23 | Canon Kabushiki Kaisha | Voice and video communication apparatus |
US5511117A (en) | 1994-09-26 | 1996-04-23 | Zazzera; Andre C. | Integrated voice and business transaction reporting for telephone call centers |
US5517620A (en) | 1993-05-19 | 1996-05-14 | Nec Corporation | Dynamic updating of routing information for routing packets between LAN's connected to a plurality of routers via a public network |
WO1996014704A1 (en) | 1994-11-04 | 1996-05-17 | Bell Communications Research, Inc. | A network-based telephone system providing coordinated voice and data delivery |
US5519773A (en) | 1994-06-07 | 1996-05-21 | Siemens Colm Communications Inc. | Call sharing for inbound and outbound call center agents |
US5524147A (en) | 1995-02-02 | 1996-06-04 | Aspect Telecommunications Corporation | Method for forming a virtual call center |
US5524047A (en) | 1993-09-15 | 1996-06-04 | Cirrus Logic, Inc. | Method and apparatus for emulating telephonic communications with a modem and headset |
US5526353A (en) | 1994-12-20 | 1996-06-11 | Henley; Arthur | System and method for communication of audio data over a packet-based network |
JPH08163252A (en) | 1994-12-02 | 1996-06-21 | Matsushita Electric Ind Co Ltd | Pbx/computer interlock system |
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 |
US5530744A (en) | 1994-09-20 | 1996-06-25 | At&T Corp. | Method and system for dynamic customized call routing |
US5533103A (en) | 1994-04-28 | 1996-07-02 | Electronic Information Systems, Inc. | Calling system and method |
US5533110A (en) | 1994-11-29 | 1996-07-02 | Mitel Corporation | Human machine interface for telephone feature invocation |
US5533108A (en) | 1994-03-18 | 1996-07-02 | At&T Corp. | Method and system for routing phone calls based on voice and data transport capability |
US5533107A (en) | 1994-03-01 | 1996-07-02 | Bellsouth Corporation | Method for routing calls based on predetermined assignments of callers geographic locations |
WO1996020553A2 (en) | 1994-12-23 | 1996-07-04 | Alphanet Telecom Inc. | Unified messaging and long distance communication system |
US5535211A (en) | 1991-05-30 | 1996-07-09 | Ricoh Company, Ltd. | Communications network control method |
US5535323A (en) | 1992-06-29 | 1996-07-09 | Digital Equipment Corporation | Method of and system for displaying context sensitive and application independent help information |
US5535256A (en) | 1993-09-22 | 1996-07-09 | Teknekron Infoswitch Corporation | Method and system for automatically monitoring the performance quality of call center service representatives |
EP0721268A2 (en) | 1995-01-05 | 1996-07-10 | International Business Machines Corporation | Method and apparatus for automatic e-mail response to a third party |
JPH08181793A (en) | 1994-10-04 | 1996-07-12 | Canon Inc | Telephone communication equipment |
US5537470A (en) | 1994-04-06 | 1996-07-16 | At&T Corp. | Method and apparatus for handling in-bound telemarketing calls |
US5537630A (en) | 1994-12-05 | 1996-07-16 | International Business Machines Corporation | Method and system for specifying method parameters in a visual programming system |
US5539811A (en) | 1993-04-13 | 1996-07-23 | Matsushita Electric Industrial Co., Ltd. | Visual communication terminal apparatus for performing multiplex transmission of image and audio signals |
WO1996023265A1 (en) | 1995-01-23 | 1996-08-01 | British Telecommunications Public Limited Company | Methods and/or systems for accessing information |
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 |
JPH08214346A (en) | 1995-02-08 | 1996-08-20 | Fujitsu Ltd | Priority order control method for automatic distribution of incoming call |
JPH08214076A (en) | 1994-11-16 | 1996-08-20 | Fujitsu Ltd | Incoming call distribution control system |
US5550816A (en) | 1994-12-29 | 1996-08-27 | Storage Technology Corporation | Method and apparatus for virtual switching |
US5553133A (en) | 1994-06-30 | 1996-09-03 | Siemens Rolm Communications, Inc. | System and method for predictive outdialing |
US5555426A (en) | 1992-01-08 | 1996-09-10 | International Business Machines Corporation | Method and apparatus for disseminating messages to unspecified users in a data processing system |
US5555299A (en) | 1993-07-08 | 1996-09-10 | Teknekron Infoswitch Corporation | Method and system for transferring calls and call-related data between a plurality of call centers |
US5559878A (en) | 1994-05-23 | 1996-09-24 | Teltrust, Inc. | Telephonic communications answering and callback processing system |
US5559877A (en) | 1995-03-21 | 1996-09-24 | At&T | Automatic provisioning of trunking and routing parameters in a telecommunications network |
US5559868A (en) | 1993-08-30 | 1996-09-24 | Lucent Technologies Inc. | Method for sending and receiving video images |
US5561841A (en) | 1992-01-23 | 1996-10-01 | Nokia Telecommunication Oy | Method and apparatus for planning a cellular radio network by creating a model on a digital map adding properties and optimizing parameters, based on statistical simulation results |
US5561711A (en) | 1994-03-09 | 1996-10-01 | Us West Technologies, Inc. | Predictive calling scheduling system and method |
US5563805A (en) | 1994-08-16 | 1996-10-08 | International Business Machines Corporation | Multimedia context-sensitive real-time-help mechanism for use in a data processing system |
US5566294A (en) | 1989-09-29 | 1996-10-15 | Hitachi, Ltd. | Method for visual programming with aid of animation |
US5570420A (en) | 1994-03-01 | 1996-10-29 | Bell Communications Research, Inc. | Customer premise equipment network integrator |
US5570419A (en) | 1995-10-13 | 1996-10-29 | Intervoice Limited Partnership | System and method for an improved predictive dialer |
EP0740450A2 (en) | 1995-04-24 | 1996-10-30 | International Business Machines Corporation | Method and apparatus for skill-based routing in a call center |
US5572579A (en) | 1995-04-06 | 1996-11-05 | Bell Communications Research, Inc. | System and method for providing portable telephone number service |
US5572643A (en) | 1995-10-19 | 1996-11-05 | Judson; David H. | Web browser with dynamic display of information objects during linking |
US5577100A (en) | 1995-01-30 | 1996-11-19 | Telemac Cellular Corporation | Mobile phone with internal accounting |
US5577105A (en) | 1994-03-11 | 1996-11-19 | U.S. Robotics, Inc. | Telephone call routing and switching techniques for data communications |
AT401736B (en) | 1993-05-06 | 1996-11-25 | Hans Tropper Maschinen Und Anl | Mixing device for mixing material which can be trickled or poured |
US5583922A (en) | 1990-09-27 | 1996-12-10 | Radish Communication Systems, Inc. | Telecommunication system for automatic switching between voice and visual data communications using forms |
US5583862A (en) | 1995-03-28 | 1996-12-10 | Bay Networks, Inc. | Method and apparatus for routing for virtual networks |
EP0748102A2 (en) | 1995-06-06 | 1996-12-11 | AT&T IPM Corp. | Flexible customer controlled telecommunications handling |
JPH08331618A (en) | 1995-06-06 | 1996-12-13 | Matsushita Electric Ind Co Ltd | Private branch telephone system and information processing method for same |
JPH08329118A (en) | 1994-11-18 | 1996-12-13 | Matsushita Electric Ind Co Ltd | Method and device for summarizing information, weighting method and character broadcasting receiver |
US5590188A (en) | 1992-11-09 | 1996-12-31 | Iex Corporation | Rules-based call routing |
US5592543A (en) | 1994-06-01 | 1997-01-07 | Davox Corporation | Method and system for allocating agent resources to a telephone call campaign |
US5592542A (en) | 1993-02-02 | 1997-01-07 | Fujitsu Limited | Call distribution control method and call distribution control system |
US5594791A (en) | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
EP0753956A2 (en) | 1995-07-10 | 1997-01-15 | Rockwell International Corporation | Telephone switching system, automatic call distributor and method using a computer network to connect to remote agent computer terminals |
WO1997001917A1 (en) | 1995-06-26 | 1997-01-16 | Vht, Inc. | Method for returning inbound calls |
EP0755146A2 (en) | 1995-07-20 | 1997-01-22 | AT&T IPM Corp. | Voice-and-data modem call-waiting |
US5598532A (en) | 1993-10-21 | 1997-01-28 | Optimal Networks | Method and apparatus for optimizing computer networks |
EP0758175A1 (en) | 1995-01-05 | 1997-02-12 | Ntt Mobile Communications Network Inc. | Communication switching system and communication switching method |
US5606602A (en) | 1995-11-06 | 1997-02-25 | Summit Telecom Systems, Inc. | Bidding for telecommunications traffic |
US5608778A (en) | 1994-09-22 | 1997-03-04 | Lucent Technologies Inc. | Cellular telephone as an authenticated transaction controller |
US5610910A (en) | 1995-08-17 | 1997-03-11 | Northern Telecom Limited | Access to telecommunications networks in multi-service environment |
CA2391428A1 (en) | 1995-09-25 | 1997-03-26 | Innovatia Inc. | System for obtaining help over a communication system by using specific customer contact channels |
CA2178705A1 (en) | 1995-09-25 | 1997-03-26 | Thomas Howard Bateman | Customer contact channel changer |
US5617570A (en) | 1993-11-03 | 1997-04-01 | Wang Laboratories, Inc. | Server for executing client operation calls, having a dispatcher, worker tasks, dispatcher shared memory area and worker control block with a task memory for each worker task and dispatcher/worker task semaphore communication |
WO1997012472A1 (en) | 1995-09-26 | 1997-04-03 | Telefonaktiebolaget Lm Ericsson (Publ) | Method and apparatus for automatic call distribution |
US5619183A (en) | 1994-09-12 | 1997-04-08 | Richard C. Ziegra | Video audio data remote system |
US5619648A (en) | 1994-11-30 | 1997-04-08 | Lucent Technologies Inc. | Message filtering techniques |
WO1997013352A1 (en) | 1995-09-29 | 1997-04-10 | Northern Telecom Limited | Methods and apparatus for originating voice calls |
US5623600A (en) | 1995-09-26 | 1997-04-22 | Trend Micro, Incorporated | Virus detection and removal apparatus for computer networks |
JPH09504394A (en) | 1993-10-27 | 1997-04-28 | ロジカル ウォーター リミテッド | System and method for defining a process structure for task execution |
US5625404A (en) | 1991-09-27 | 1997-04-29 | Bell Atlantic Network Services | Method and system for accessing multimedia data over public switched telephone network |
US5625676A (en) | 1993-09-13 | 1997-04-29 | Active Voice Corporation | Method and apparatus for monitoring a caller's name while using a telephone |
US5625682A (en) | 1994-03-15 | 1997-04-29 | Mitel Corporation | Help desk improvement |
US5624265A (en) | 1994-07-01 | 1997-04-29 | Tv Interactive Data Corporation | Printed publication remote contol for accessing interactive media |
EP0771095A2 (en) | 1995-10-24 | 1997-05-02 | AT&T Corp. | Network access to internet and stored multimedia services from a terminal supporting the H.320 protocol |
US5627764A (en) | 1991-10-04 | 1997-05-06 | Banyan Systems, Inc. | Automatic electronic messaging system with feedback and work flow administration |
GB2306853A (en) | 1995-10-26 | 1997-05-07 | Mitel Corp | Automatic displays for incoming telephone calls |
US5630127A (en) | 1992-05-15 | 1997-05-13 | International Business Machines Corporation | Program storage device and computer program product for managing an event driven management information system with rule-based application structure stored in a relational database |
US5632011A (en) | 1995-05-22 | 1997-05-20 | Sterling Commerce, Inc. | Electronic mail management system for operation on a host computer system |
WO1997018662A1 (en) | 1995-11-15 | 1997-05-22 | Datarace | System and method for providing a remote user with a virtual presence to an office |
US5633920A (en) | 1994-02-10 | 1997-05-27 | Elonex I.P. Holdings, Ltd. | Smart phone |
US5635918A (en) | 1995-03-16 | 1997-06-03 | Motorola, Inc. | Method and apparatus for controlling message delivery to wireless receiver devices |
WO1997020424A1 (en) | 1995-11-27 | 1997-06-05 | At & T Corp. | Call notification feature for a telephone line connected to the internet |
JPH09149137A (en) | 1995-07-21 | 1997-06-06 | At & T Corp | Estimation of caller motive as base for selecting processingof input call |
US5640445A (en) | 1995-05-26 | 1997-06-17 | Eis International, Inc | Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators |
WO1997022201A2 (en) | 1995-12-12 | 1997-06-19 | The Board Of Trustees Of The University Of Illinois | Method and system for transmitting real-time video |
JPH09163031A (en) | 1995-12-12 | 1997-06-20 | Nobuyuki Togashi | Customer reception system |
US5642411A (en) | 1994-04-25 | 1997-06-24 | Illinois Technology Transfer Llc | Anticipatory call distributor |
US5642477A (en) | 1994-09-22 | 1997-06-24 | International Business Machines Corporation | Method and apparatus for selectably retrieving and outputting digitally stored multimedia presentations with real-time non-interrupting, dynamically selectable introduction of output processing |
US5642511A (en) | 1994-12-16 | 1997-06-24 | International Business Machines Corporation | System and method for providing a visual application builder framework |
WO1997023078A1 (en) | 1995-12-20 | 1997-06-26 | Mci Communications Corporation | Hybrid packet-switched and circuit-switched telephony system |
US5644720A (en) | 1995-07-31 | 1997-07-01 | West Publishing Company | Interprocess communications interface for managing transaction requests |
US5646981A (en) | 1995-01-10 | 1997-07-08 | Lucent Technologies Inc. | Arrangement for automated delivery of voice-mail messages for software processes |
US5649105A (en) | 1992-11-10 | 1997-07-15 | Ibm Corp. | Collaborative working in a network |
WO1997016014A3 (en) | 1995-10-25 | 1997-07-17 | Genesys Telecomm Lab Inc | Video telecommunication routing systems and methods |
WO1997026749A1 (en) | 1996-01-15 | 1997-07-24 | Interactive Telecom Inc. | Method to provide voice call notification and control messaging over a data path |
US5652791A (en) | 1995-07-19 | 1997-07-29 | Rockwell International Corp. | System and method for simulating operation of an automatic call distributor |
US5652789A (en) | 1994-09-30 | 1997-07-29 | Wildfire Communications, Inc. | Network based knowledgeable assistant |
US5654961A (en) | 1995-05-22 | 1997-08-05 | Madge Networks (New Jersey) Inc. | Routing system and method for a teleconferencing system |
US5655015A (en) | 1994-02-18 | 1997-08-05 | Aurora Systems, Inc. | Computer-telephone integration system |
WO1997028635A1 (en) | 1996-02-02 | 1997-08-07 | Genesys Telecommunications Laboratories | Apparatus and methods for coordinating telephone and data communications |
WO1997029584A1 (en) | 1996-02-09 | 1997-08-14 | Telefonaktiebolaget Lm Ericsson (Publ) | Billing in the internet |
US5659746A (en) | 1994-12-30 | 1997-08-19 | Aegis Star Corporation | Method for storing and retrieving digital data transmissions |
US5659604A (en) | 1995-09-29 | 1997-08-19 | Mci Communications Corp. | System and method for tracing a call through a telecommunications network |
US5659542A (en) | 1995-03-03 | 1997-08-19 | Intecom, Inc. | System and method for signalling and call processing for private and hybrid communications systems including multimedia systems |
JPH09224093A (en) | 1996-02-05 | 1997-08-26 | Lucent Technol Inc | Device and method for displaying information |
EP0792076A2 (en) | 1996-02-23 | 1997-08-27 | Lucent Technologies Inc. | Method and arrangement for establishing call connections in a telecommunications network using a virtual transport server |
WO1997034401A1 (en) | 1996-03-11 | 1997-09-18 | Xantel Corporation | Call management system with call control from user workstation computers |
US5673322A (en) | 1996-03-22 | 1997-09-30 | Bell Communications Research, Inc. | System and method for providing protocol translation and filtering to access the world wide web from wireless or low-bandwidth networks |
US5673304A (en) | 1991-09-23 | 1997-09-30 | Ac Corporation | Programmable emergency communication system including automatic dialer |
US5673311A (en) | 1995-11-16 | 1997-09-30 | Lucent Technologies Inc. | Hierarchical switch support of services for subscribers directly served by local exchange carriers |
WO1997036414A1 (en) | 1996-03-26 | 1997-10-02 | British Telecommunications Public Limited Company | Call queuing and distribution |
US5675637A (en) | 1995-05-16 | 1997-10-07 | Inventions, Inc. | Method for automatically obtaining and presenting data from multiple data sources |
JPH09265408A (en) | 1995-12-08 | 1997-10-07 | Sun Microsyst Inc | Distributed asynchronous work flow on network |
WO1997037500A1 (en) | 1996-03-29 | 1997-10-09 | British Telecommunications Public Limited Company | Telecommunications routing based on format of message |
WO1997038519A1 (en) | 1996-04-05 | 1997-10-16 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for implementing an outbound network call center |
WO1997038389A2 (en) | 1996-04-10 | 1997-10-16 | Lextron Systems, Inc. | A proxy-server system for enhancing functionality of computers accessing servers on the internet |
EP0806858A2 (en) | 1996-05-07 | 1997-11-12 | Inventions, Inc. | Call center |
US5689229A (en) | 1990-07-27 | 1997-11-18 | Executone Information Systems Inc. | Patient care and communication system |
US5692033A (en) | 1996-01-22 | 1997-11-25 | Bell Atlantic Network Services, Inc. | AIN queuing for call-back system |
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 |
US5701400A (en) | 1995-03-08 | 1997-12-23 | Amado; Carlos Armando | Method and apparatus for applying if-then-else rules to data sets in a relational data base and generating from the results of application of said rules a database of diagnostics linked to said data sets to aid executive analysis of financial data |
US5703943A (en) | 1995-10-16 | 1997-12-30 | Lucent Technologies, Inc. | Completion of calls to a preferred agent in an automatic call distributor |
WO1997050235A1 (en) | 1996-06-24 | 1997-12-31 | Northern Telecom Limited | Telecommunications call centre |
US5706453A (en) | 1995-02-06 | 1998-01-06 | Cheng; Yang-Leh | Intelligent real-time graphic-object to database linking-actuator for enabling intuitive on-screen changes and control of system configuration |
EP0817455A2 (en) | 1996-07-02 | 1998-01-07 | Lucent Technologies Inc. | Agent vectoring |
US5708702A (en) | 1995-07-28 | 1998-01-13 | Bell Atlantic Network Services, Inc. | Dynamic STP routing in response to triggering |
WO1998001987A1 (en) | 1996-07-09 | 1998-01-15 | Genesys Telecommunications Laboratories, Incorporated | Methods and apparatus for implementing a network call center |
JPH1011374A (en) | 1996-06-24 | 1998-01-16 | Nec Corp | System for retrieving electronic mail address by keyword |
JPH1013811A (en) | 1996-06-25 | 1998-01-16 | Matsushita Electric Ind Co Ltd | Broadcast system and multimedia storage display device used for the system |
GB2315190A (en) | 1996-07-08 | 1998-01-21 | Mitel Corp | An internet telephony gateway for providing an interface between a circuit switched and packet switched network |
US5712901A (en) | 1996-06-26 | 1998-01-27 | Mci Communications Corporation | Automatic voice/text translation of phone mail messages |
US5715432A (en) | 1995-04-04 | 1998-02-03 | U S West Technologies, Inc. | Method and system for developing network analysis and modeling with graphical objects |
US5715306A (en) | 1994-09-23 | 1998-02-03 | Rockwell International Corporation | Automatic call distribution system with user definable logging and method therefor |
US5717747A (en) | 1996-05-31 | 1998-02-10 | Lucent Technologies Inc. | Arrangement for facilitating plug-and-play call features |
US5724418A (en) | 1992-06-25 | 1998-03-03 | Teledata Solutions, Inc. | Call distributor |
US5724412A (en) | 1996-10-07 | 1998-03-03 | U S West, Inc. | Method and system for displaying internet identification on customer premises equipment |
US5726984A (en) | 1989-01-31 | 1998-03-10 | Norand Corporation | Hierarchical data collection network supporting packetized voice communications among wireless terminals and telephones |
WO1998010573A2 (en) | 1996-09-06 | 1998-03-12 | Data Race, Inc. | System and method for providing user connectivity to a remote data site |
US5729594A (en) | 1996-06-07 | 1998-03-17 | Klingman; Edwin E. | On-line secured financial transaction system through electronic media |
US5732078A (en) | 1996-01-16 | 1998-03-24 | Bell Communications Research, Inc. | On-demand guaranteed bandwidth service for internet access points using supplemental user-allocatable bandwidth network |
US5734981A (en) | 1991-01-17 | 1998-03-31 | Highwaymaster Communications, Inc. | Method and apparatus for call delivery to a mobile unit |
WO1998013974A1 (en) | 1996-09-24 | 1998-04-02 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
WO1998013765A1 (en) | 1996-09-24 | 1998-04-02 | Intervoice Limited Partnership | System and method for establishing a real-time agent pool between computer systems |
US5737495A (en) | 1995-09-29 | 1998-04-07 | Intel Corporation | Method and apparatus for managing multimedia data files in a computer network by streaming data files into separate streams based on file attributes |
US5737727A (en) | 1996-01-25 | 1998-04-07 | Electronic Data Systems Corporation | Process management system and method |
US5737595A (en) | 1992-11-24 | 1998-04-07 | Io Research Pty. Limited | Distributed database system and database receiver therefor |
US5737726A (en) | 1995-12-12 | 1998-04-07 | Anderson Consulting Llp | Customer contact mangement system |
JPH1093716A (en) | 1996-09-18 | 1998-04-10 | Nippon Motorola Ltd | E-mall paging method and its device |
US5740238A (en) | 1995-11-03 | 1998-04-14 | Lucent Technologies Inc. | Method and apparatus for queuing a call to the best backup split |
US5740240A (en) | 1995-04-10 | 1998-04-14 | Edify Corporation | Computer telephony integration system and method |
US5742905A (en) | 1994-09-19 | 1998-04-21 | Bell Communications Research, Inc. | Personal communications internetworking |
US5742670A (en) | 1995-01-09 | 1998-04-21 | Ncr Corporation | Passive telephone monitor to control collaborative systems |
WO1998017048A1 (en) | 1996-10-16 | 1998-04-23 | British Telecommunications Public Limited Company | Multimedia call centre |
US5745687A (en) | 1994-09-30 | 1998-04-28 | Hewlett-Packard Co | System for distributed workflow in which a routing node selects next node to be performed within a workflow procedure |
US5745878A (en) | 1993-02-23 | 1998-04-28 | Fujitsu Limited | Business requirement handling apparatus |
US5748884A (en) | 1996-06-13 | 1998-05-05 | Mci Corporation | Autonotification system for notifying recipients of detected events in a network environment |
US5748907A (en) | 1993-10-25 | 1998-05-05 | Crane; Harold E. | Medical facility and business: automatic interactive dynamic real-time management |
JPH10116249A (en) | 1996-06-14 | 1998-05-06 | Fujitsu Ltd | Telephone transaction support system and recording medium storing program for making computer perform process by the same system |
US5751707A (en) | 1995-06-19 | 1998-05-12 | Bell Atlantic Network Services, Inc. | AIN interaction through wireless digital video network |
US5752246A (en) | 1995-06-07 | 1998-05-12 | International Business Machines Corporation | Service agent for fulfilling requests of a web browser |
US5752244A (en) | 1996-07-15 | 1998-05-12 | Andersen Consulting Llp | Computerized multimedia asset management system |
US5751795A (en) | 1995-08-11 | 1998-05-12 | Lucent Technologies Inc. | Broadcasting of information through telephone switching system display messages |
US5752059A (en) | 1992-12-29 | 1998-05-12 | Apple Computer, Inc. | Apparatus and method for representing electronic mail |
US5751706A (en) | 1996-06-05 | 1998-05-12 | Cignal Global Communications, Inc. | System and method for establishing a call telecommunications path |
US5754111A (en) | 1995-09-20 | 1998-05-19 | Garcia; Alfredo | Medical alerting system |
US5754639A (en) | 1995-11-03 | 1998-05-19 | Lucent Technologies | Method and apparatus for queuing a call to the best split |
US5754655A (en) | 1992-05-26 | 1998-05-19 | Hughes; Thomas S. | System for remote purchase payment and remote bill payment transactions |
US5754636A (en) | 1994-11-01 | 1998-05-19 | Answersoft, Inc. | Computer telephone system |
JPH10143451A (en) | 1996-11-08 | 1998-05-29 | Nec Corp | System for questioning and answering by electronic mail |
US5760823A (en) | 1995-09-01 | 1998-06-02 | Lucent Technologies Inc. | Video messaging arrangement |
US5761289A (en) | 1996-08-13 | 1998-06-02 | At&T Corp | 800 number callback |
US5764736A (en) | 1995-07-20 | 1998-06-09 | National Semiconductor Corporation | Method for switching between a data communication session and a voice communication session |
US5764898A (en) | 1991-09-03 | 1998-06-09 | Hitachi, Ltd. | System for task tracking and controlling electronic mail |
US5765033A (en) | 1997-02-06 | 1998-06-09 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US5768527A (en) | 1996-04-23 | 1998-06-16 | Motorola, Inc. | Device, system and method of real-time multimedia streaming |
WO1998027479A2 (en) | 1996-12-18 | 1998-06-25 | Fmr Corp. | Computer executable workflow resource management system |
US5774583A (en) | 1994-09-05 | 1998-06-30 | Olympus Optical Co., Ltd. | Information reproducing device for reproducing multimedia information recorded in the form of optically readable code pattern, and information recording medium storing multimedia information in the same form |
US5778377A (en) | 1994-11-04 | 1998-07-07 | International Business Machines Corporation | Table driven graphical user interface |
US5778060A (en) | 1996-04-19 | 1998-07-07 | At&T Corp | Work at home ACD agent network with cooperative control |
US5778178A (en) | 1995-11-13 | 1998-07-07 | Arunachalam; Lakshmi | Method and apparatus for enabling real-time bi-directional transactions on a network |
WO1998031130A1 (en) | 1997-01-14 | 1998-07-16 | Genesys Telecommunications Laboratories, Inc. | System and method for operating a plurality of call centers |
US5784438A (en) | 1995-12-22 | 1998-07-21 | At&T Corp | Automatic callback system and method |
US5784452A (en) | 1994-06-01 | 1998-07-21 | Davox Corporation | Telephony call center with agent work groups |
US5784451A (en) | 1996-04-03 | 1998-07-21 | Cogito Economic Systems, Inc. | Virtual telephony data message system and process |
US5787160A (en) | 1994-12-08 | 1998-07-28 | Mci Communications Corporation | Intelligent routing of special service calls |
US5787163A (en) | 1994-12-08 | 1998-07-28 | Mci Communications Corportion | Intelligent load balancing of special service calls based on availability of terminations |
US5790789A (en) | 1996-08-02 | 1998-08-04 | Suarez; Larry | Method and architecture for the creation, control and deployment of services within a distributed computer environment |
US5790798A (en) | 1996-05-31 | 1998-08-04 | Witness Systems, Inc. | Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location |
US5790635A (en) | 1995-09-25 | 1998-08-04 | Rockwell International Corporation | System and method for automatic monitoring of active telephone calls in a telephonic switch |
US5790650A (en) | 1994-06-01 | 1998-08-04 | Davox Corporation | Telephone call center management system which supports multi-user and separate private applications |
EP0856980A2 (en) | 1997-02-04 | 1998-08-05 | Siemens Business Communication Systems, Inc. | Content searchable communications for a routing method and ACD system |
WO1998034390A1 (en) | 1997-01-21 | 1998-08-06 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
JPH10214113A (en) | 1996-05-15 | 1998-08-11 | Hitachi Ltd | Task processing system using notice board type data base, and method for processing the same |
US5793857A (en) | 1995-09-27 | 1998-08-11 | Northern Telecom Limited | Method of using dynamic database to improve telephone number portability |
US5794039A (en) | 1996-12-18 | 1998-08-11 | Unisys Corp. | Method for abstracting messages of various protocols into objects for storage in a database |
US5793861A (en) | 1996-06-11 | 1998-08-11 | Executone Information Systems, Inc. | Transaction processing system and method |
WO1998035509A2 (en) | 1997-02-11 | 1998-08-13 | Genesys Telecommunications Laboratories, Inc. | Method for routing calls to call centers based on statistical models of call behavior |
US5796813A (en) | 1995-06-30 | 1998-08-18 | Siemens Telecom Networks | Method for routing a call |
US5796398A (en) | 1996-03-08 | 1998-08-18 | Ncr Corporation | Information visualization icons |
US5796791A (en) | 1996-10-15 | 1998-08-18 | Intervoice Limited Partnership | Network based predictive dialing |
US5796729A (en) | 1996-05-09 | 1998-08-18 | Bell Communications Research, Inc. | Integrated telecommunication system architecture for wireless and wireline access featuring PACS radio technology |
WO1998036551A1 (en) | 1997-02-14 | 1998-08-20 | Efusion, Inc. | Method and apparatus for connecting an incoming call to a computer system that is already engaged in a communication session |
JPH10224477A (en) | 1996-10-02 | 1998-08-21 | At & T Corp | Incoming call during preceding call and message transmission system |
US5799067A (en) | 1992-06-29 | 1998-08-25 | Elonex I.P. Holdings Ltd. | Smart phone integration with computer systems |
US5799297A (en) | 1995-12-15 | 1998-08-25 | Ncr Corporation | Task workflow management system and method including an external program execution feature |
WO1998037481A1 (en) | 1997-02-25 | 1998-08-27 | Intertrust Technologies Corp. | Techniques for defining, using and manipulating rights management data structures |
WO1998037687A1 (en) | 1997-02-19 | 1998-08-27 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
WO1998037677A2 (en) | 1997-02-19 | 1998-08-27 | Genesys Telecommunications Laboratories, Inc. | A personal desktop router |
WO1998037686A1 (en) | 1997-02-07 | 1998-08-27 | Mci Communications Corporation | Network call parking manager |
US5802314A (en) | 1991-12-17 | 1998-09-01 | Canon Kabushiki Kaisha | Method and apparatus for sending and receiving multimedia messages |
US5802526A (en) | 1995-11-15 | 1998-09-01 | Microsoft Corporation | System and method for graphically displaying and navigating through an interactive voice response menu |
US5802316A (en) | 1995-01-26 | 1998-09-01 | Ito; Yuji | Routers connecting LANs through public network |
US5802493A (en) | 1994-12-07 | 1998-09-01 | Aetna Life Insurance Company | Method and apparatus for generating a proposal response |
US5806061A (en) | 1997-05-20 | 1998-09-08 | Hewlett-Packard Company | Method for cost-based optimization over multimeida repositories |
EP0863651A2 (en) | 1997-03-07 | 1998-09-09 | Lucent Technologies Inc. | Waiting-call selection based on objectives |
US5809512A (en) | 1995-07-28 | 1998-09-15 | Matsushita Electric Industrial Co., Ltd. | Information provider apparatus enabling selective playing of multimedia information by interactive input based on displayed hypertext information |
US5809128A (en) | 1996-11-01 | 1998-09-15 | Interactive Telecom Inc. | Method and apparatus permitting notification and control of blocked incoming calls over a data network |
US5809282A (en) | 1995-06-07 | 1998-09-15 | Grc International, Inc. | Automated network simulation and optimization system |
US5812795A (en) | 1996-01-19 | 1998-09-22 | Lucent Technologies Inc. | Automatic addressing of messages and message components of different media |
US5813014A (en) | 1996-07-10 | 1998-09-22 | Survivors Of The Shoah Visual History Foundation | Method and apparatus for management of multimedia assets |
EP0866407A1 (en) | 1997-03-19 | 1998-09-23 | AT&T Corp. | System and method for telemarketing through a hypertext network |
US5815566A (en) | 1991-10-10 | 1998-09-29 | Executone Information Systems, Inc. | Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments |
US5818935A (en) | 1997-03-10 | 1998-10-06 | Maa; Chia-Yiu | Internet enhanced video system |
EP0869639A2 (en) | 1997-03-28 | 1998-10-07 | Sun Microsystems, Inc. | Message tracking |
WO1998044699A1 (en) | 1997-04-03 | 1998-10-08 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality |
WO1998044714A1 (en) | 1997-04-01 | 1998-10-08 | Cosmocom, Inc. | Multimedia telecommunication automatic call distribution system |
US5822404A (en) | 1996-09-30 | 1998-10-13 | Intervoice Limited Partnership | System and method for identifying remote communications formats |
US5822400A (en) | 1996-08-19 | 1998-10-13 | Davox Corporation | Call record scheduling system and method |
US5822306A (en) | 1996-04-12 | 1998-10-13 | British Telecommunications Public Limited Company | Multimedia switching apparatus |
US5822526A (en) | 1996-06-03 | 1998-10-13 | Microsoft Corporation | System and method for maintaining and administering email address names in a network |
US5826040A (en) | 1992-03-24 | 1998-10-20 | Texas Instruments Incorporated | Method and system for production planning |
US5825862A (en) | 1995-11-30 | 1998-10-20 | Bell Atlantic Network Services, Inc. | Method of altering the destination telephone number of an incoming call |
US5826269A (en) | 1995-06-21 | 1998-10-20 | Microsoft Corporation | Electronic mail interface for a network server |
US5825775A (en) | 1994-11-14 | 1998-10-20 | Bay Networks, Inc. | Method and apparatus for managing an integrated router/hub |
US5828839A (en) | 1996-11-14 | 1998-10-27 | Interactive Broadcaster Services Corp. | Computer network chat room based on channel broadcast in real time |
US5828747A (en) | 1997-01-28 | 1998-10-27 | Lucent Technologies Inc. | Call distribution based on agent occupancy |
GB2324627A (en) | 1997-03-04 | 1998-10-28 | Talkway Inc | Interface for computer discussion technologies |
WO1998048577A2 (en) | 1997-04-22 | 1998-10-29 | Ericsson Inc. | Systems and methods for identifying emergency calls in radiocommunication systems |
US5831611A (en) | 1995-02-24 | 1998-11-03 | Saleslogix Corporation | Apparatus and method for creating and executing graphically depicted communication |
US5832196A (en) | 1996-06-28 | 1998-11-03 | Mci Communications Corporation | Dynamic restoration process for a telecommunications network |
US5835583A (en) | 1995-10-05 | 1998-11-10 | Bell Atlantic Network Services, Inc. | Mediated AIN control of short code access to information service providers |
US5835090A (en) | 1996-10-16 | 1998-11-10 | Etma, Inc. | Desktop manager for graphical user interface based system with enhanced desktop |
JPH10304074A (en) | 1997-03-07 | 1998-11-13 | Lucent Technol Inc | Item selecting method |
US5838768A (en) | 1996-10-03 | 1998-11-17 | Telefonaktiebolaget L M Ericsson | System and method for controlled media conversion in an intelligent network |
US5838682A (en) | 1995-11-28 | 1998-11-17 | Bell Atlantic Network Services, Inc. | Method and apparatus for establishing communications with a remote node on a switched network based on hypertext dialing information received from a packet network |
US5838774A (en) | 1996-07-01 | 1998-11-17 | Bellsouth Corporation | Telephone polling method |
US5841854A (en) | 1994-02-16 | 1998-11-24 | Priority Call Management, Inc. | Wireless telephone integration system and method for call centers and workgroups |
US5842131A (en) | 1994-06-29 | 1998-11-24 | Casio Computer Co., Ltd. | System for conforming position of moving terminal |
US5844980A (en) | 1993-03-03 | 1998-12-01 | Siemens Business Communication Systems, Inc. | Queue managing system and method |
US5844982A (en) | 1995-09-27 | 1998-12-01 | Siemens Aktiengesellschaft | Method for determining free agent communication terminal apparatus in communication networks with an automatic call distribution |
CA2289193A1 (en) | 1997-05-30 | 1998-12-03 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing within and between call-centers |
US5847484A (en) | 1995-11-27 | 1998-12-08 | Matsushita Electric Industrial Co.,Ltd. | Sleeve type of coreless motor with reduced starting current |
US5848131A (en) | 1993-02-22 | 1998-12-08 | Murex Securities, Ltd. | Automatic information and routing system for telephonic services |
JPH10327258A (en) | 1997-05-23 | 1998-12-08 | Fujitsu Ltd | Communication system and communication method |
EP0883306A2 (en) | 1997-03-07 | 1998-12-09 | AT&T Corp. | System and method for teleconferencing on an internetwork comprising connection oriented and connectionless networks |
WO1998056133A2 (en) | 1997-06-04 | 1998-12-10 | Telcordia Technologies, Inc. | Systems and methods for internet enabled services |
CA2289198A1 (en) | 1997-06-04 | 1998-12-10 | Igor Neyman | A personal desktop router |
US5850433A (en) | 1996-05-01 | 1998-12-15 | Sprint Communication Co. L.P. | System and method for providing an on-line directory service |
WO1998057501A2 (en) | 1997-06-09 | 1998-12-17 | Northern Telecom Limited | Electronic communications manager |
US5852814A (en) | 1991-03-04 | 1998-12-22 | Inference Corporation | Autonomous learning and reasoning agent |
US5857184A (en) | 1996-05-03 | 1999-01-05 | Walden Media, Inc. | Language and method for creating, organizing, and retrieving data from a database |
WO1999000966A1 (en) | 1997-06-30 | 1999-01-07 | Mci Worldcom, Inc. | System and method for enhanced skills based routing |
WO1999000960A1 (en) | 1997-06-26 | 1999-01-07 | British Telecommunications Public Limited Company | Data communications |
US5862134A (en) | 1995-12-29 | 1999-01-19 | Gte Laboratories Incorporated | Single-wiring network for integrated voice and data communications |
US5862223A (en) | 1996-07-24 | 1999-01-19 | Walker Asset Management Limited Partnership | Method and apparatus for a cryptographically-assisted commercial network system designed to facilitate and support expert-based commerce |
US5862211A (en) | 1997-01-13 | 1999-01-19 | Lucent Technologies Inc. | Automatic simultaneous voice-and-data call setup for remote-site servicing |
WO1999003247A2 (en) | 1997-07-09 | 1999-01-21 | Genesys Telecommunications Laboratories, Inc. | Methods in computer simulation of telephony systems |
US5864848A (en) | 1997-01-31 | 1999-01-26 | Microsoft Corporation | Goal-driven information interpretation and extraction system |
US5864616A (en) | 1996-06-28 | 1999-01-26 | Intel Corporation | System and method for providing call statistics in real time |
US5867559A (en) | 1996-02-20 | 1999-02-02 | Eis International, Inc. | Real-time, on-line, call verification system |
US5867495A (en) | 1996-11-18 | 1999-02-02 | Mci Communications Corporations | System, method and article of manufacture for communications utilizing calling, plans in a hybrid network |
US5867484A (en) | 1997-01-31 | 1999-02-02 | Intellect Network Technologies | Switchable multi-drop video distribution system |
US5867822A (en) | 1996-06-26 | 1999-02-02 | Sun Microsystems, Inc. | Method and apparatus for management of electronic calendars throughout an enterprise and management of events in a distributed system |
US5867494A (en) | 1996-11-18 | 1999-02-02 | Mci Communication Corporation | System, method and article of manufacture with integrated video conferencing billing in a communication system architecture |
US5867562A (en) | 1996-04-17 | 1999-02-02 | Scherer; Gordon F. | Call processing system with call screening |
US5870549A (en) | 1995-04-28 | 1999-02-09 | Bobo, Ii; Charles R. | Systems and methods for storing, delivering, and managing messages |
US5870464A (en) | 1995-11-13 | 1999-02-09 | Answersoft, Inc. | Intelligent information routing system and method |
US5872926A (en) | 1996-05-31 | 1999-02-16 | Adaptive Micro Systems, Inc. | Integrated message system |
US5873040A (en) | 1996-08-13 | 1999-02-16 | International Business Machines Corporation | Wireless 911 emergency location |
US5873076A (en) | 1995-09-15 | 1999-02-16 | Infonautics Corporation | Architecture for processing search queries, retrieving documents identified thereby, and method for using same |
US5873032A (en) | 1994-04-28 | 1999-02-16 | Metro One Telecommunications, Inc. | Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page |
US5872841A (en) | 1996-11-14 | 1999-02-16 | Siemens Information And Comunication Newtworks, Inc. | Apparatus and method for scheduling a telephone call |
JPH1155741A (en) | 1997-07-31 | 1999-02-26 | Nippon Telegr & Teleph Corp <Ntt> | Method for displaying plural pieces of position information and position information management device |
US5878126A (en) | 1995-12-11 | 1999-03-02 | Bellsouth Corporation | Method for routing a call to a destination based on range identifiers for geographic area assignments |
US5881146A (en) | 1996-02-05 | 1999-03-09 | Dialogic Corporation | Method and apparatus for determining digits dialed using a selected algorithm |
WO1999012367A1 (en) | 1997-09-05 | 1999-03-11 | Highwaymaster Communications, Inc. | System and method for communicating using a voice network and a data network |
US5883891A (en) | 1996-04-30 | 1999-03-16 | Williams; Wyatt | Method and apparatus for increased quality of voice transmission over the internet |
US5884262A (en) | 1996-03-28 | 1999-03-16 | Bell Atlantic Network Services, Inc. | Computer network audio access and conversion system |
WO1999013635A1 (en) | 1997-09-12 | 1999-03-18 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
US5887173A (en) | 1994-08-25 | 1999-03-23 | Canon Kabushiki Kaisha | Program processing to facilitate program editing |
CA2302674A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Improved call center apparatus and functionality in telephony |
WO1999014920A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability |
CA2302488A1 (en) | 1997-09-15 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in improving and enhancing telephony telecommunications |
WO1999014924A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Internet call waiting |
US5889863A (en) | 1996-06-17 | 1999-03-30 | Verifone, Inc. | System, method and article of manufacture for remote virtual point of sale processing utilizing a multichannel, extensible, flexible architecture |
US5889774A (en) | 1997-03-14 | 1999-03-30 | Efusion, Inc. | Method and apparatus for selecting an internet/PSTN changeover server for a packet based phone call |
US5889474A (en) | 1992-05-18 | 1999-03-30 | Aeris Communications, Inc. | Method and apparatus for transmitting subject status information over a wireless communications network |
US5892764A (en) | 1996-09-16 | 1999-04-06 | Sphere Communications Inc. | ATM LAN telephone system |
US5892822A (en) | 1996-12-30 | 1999-04-06 | Mci Communications Corporation | Method of and system for call routing compliant with international regulatory routing requirements |
WO1999017518A1 (en) | 1997-09-30 | 1999-04-08 | Genesys Telecommunications Laboratories, Inc. | Home agent call center system and method |
US5893912A (en) | 1997-08-13 | 1999-04-13 | International Business Machines Corporation | Thread context manager for relational databases, method and computer program product for implementing thread context management for relational databases |
US5894512A (en) | 1996-07-26 | 1999-04-13 | Ncr Corporation | Method and apparatus for routing voice and video calls to a group of agents |
US5896444A (en) | 1996-06-03 | 1999-04-20 | Webtv Networks, Inc. | Method and apparatus for managing communications between a client and a server in a network |
US5897635A (en) | 1995-06-07 | 1999-04-27 | International Business Machines Corp. | Single access to common user/application information |
US5901203A (en) | 1996-06-28 | 1999-05-04 | Distributed Software Development, Inc. | Computer-based system and method for identifying an unidentified caller |
US5901138A (en) | 1996-11-08 | 1999-05-04 | International Business Machines Corporation | Process for improving the efficiency of high performance routing |
US5903877A (en) | 1996-09-30 | 1999-05-11 | Lucent Technologies Inc. | Transaction center for processing customer transaction requests from alternative media sources |
US5903631A (en) | 1997-03-12 | 1999-05-11 | Mitel Corporation | One-button intelligent CTI dialler |
WO1999023806A1 (en) | 1997-11-04 | 1999-05-14 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
WO1999023807A1 (en) | 1997-11-04 | 1999-05-14 | Melita International Corporation | Remote access, emulation, and control of office equipment, devices and services |
US5905495A (en) | 1996-02-13 | 1999-05-18 | Hitachi, Ltd. | Communication system using electronic mail |
US5905863A (en) | 1996-06-07 | 1999-05-18 | At&T Corp | Finding an e-mail message to which another e-mail message is a response |
WO1999025117A1 (en) | 1997-11-07 | 1999-05-20 | Matsushita Electric Industrial Co., Ltd. | Photoelectric transducer and solid-state image pickup device |
US5907547A (en) | 1996-10-24 | 1999-05-25 | At&T Corp | System and method for establishing internet communications links |
CA2309185A1 (en) | 1997-11-18 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
CA2309186A1 (en) | 1997-11-14 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
CA2309183A1 (en) | 1997-11-20 | 1999-06-03 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
US5911134A (en) | 1990-10-12 | 1999-06-08 | Iex Corporation | Method for planning, scheduling and managing personnel |
US5911776A (en) | 1996-12-18 | 1999-06-15 | Unisys Corporation | Automatic format conversion system and publishing methodology for multi-user network |
US5914941A (en) | 1995-05-25 | 1999-06-22 | Information Highway Media Corporation | Portable information storage/playback apparatus having a data interface |
US5915008A (en) | 1995-10-04 | 1999-06-22 | Bell Atlantic Network Services, Inc. | System and method for changing advanced intelligent network services from customer premises equipment |
US5915001A (en) | 1996-11-14 | 1999-06-22 | Vois Corporation | System and method for providing and using universally accessible voice and speech data files |
US5917898A (en) | 1993-10-28 | 1999-06-29 | British Telecommunications Public Limited Company | Telecommunications network traffic management system |
US5918213A (en) | 1995-12-22 | 1999-06-29 | Mci Communications Corporation | System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products |
US5917817A (en) | 1996-12-06 | 1999-06-29 | International Business Machines Corporation | User invocation of services in public switched telephone network via parallel data networks |
US5916302A (en) | 1996-12-06 | 1999-06-29 | International Business Machines Corporation | Multimedia conferencing using parallel networks |
US5920719A (en) | 1995-11-06 | 1999-07-06 | Apple Computer, Inc. | Extensible performance statistics and tracing registration architecture |
US5920621A (en) | 1996-04-15 | 1999-07-06 | Mci Communications Corporation | System and method for distributing calls to customer service operators based on automatic determination of operator availability |
US5920865A (en) | 1996-09-13 | 1999-07-06 | Nec Corporation | Information server system |
JPH11183189A (en) | 1997-12-19 | 1999-07-09 | Aisin Seiki Co Ltd | Mobile information service system |
US5923745A (en) | 1997-02-28 | 1999-07-13 | Teknekron Infoswitch Corporation | Routing calls to call centers |
US5923879A (en) | 1997-07-02 | 1999-07-13 | Ncr Corporation | Conversion system and method between corba and c/c++ architectures for corba data pairs/couples |
US5926535A (en) | 1996-08-05 | 1999-07-20 | International Business Machines Corporation | Third party call control |
US5937388A (en) | 1996-12-05 | 1999-08-10 | Hewlett-Packard Company | System and method for performing scalable distribution of process flow activities in a distributed workflow management system |
US5937162A (en) | 1995-04-06 | 1999-08-10 | Exactis.Com, Inc. | Method and apparatus for high volume e-mail delivery |
US5937051A (en) | 1993-07-08 | 1999-08-10 | Teknekron Infoswitch Corporation | Method and system for transferring calls and call-related data between a plurality of call centers |
US5937057A (en) | 1997-03-05 | 1999-08-10 | Selsius Systems, Inc. | Video/audio communications call center and method of operation thereof |
US5940823A (en) | 1997-11-10 | 1999-08-17 | International Business Machines Corporation | System for the distribution and storage of electronic mail information |
US5940478A (en) | 1996-05-31 | 1999-08-17 | Octel Communications Corporation | Method and system for extended addressing plans |
US5940075A (en) | 1997-09-30 | 1999-08-17 | Unisys Corp. | Method for extending the hypertext markup language (HTML) to support enterprise application data binding |
US5940598A (en) | 1997-01-28 | 1999-08-17 | Bell Atlantic Network Services, Inc. | Telecommunications network to internetwork universal server |
US5940495A (en) | 1997-04-03 | 1999-08-17 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality |
US5940488A (en) | 1996-11-15 | 1999-08-17 | Active Voice Corporation | Telecommunication management system and user interface |
US5940479A (en) | 1996-10-01 | 1999-08-17 | Northern Telecom Limited | System and method for transmitting aural information between a computer and telephone equipment |
WO1999041720A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
WO1999041890A2 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
WO1999041891A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
WO1999041895A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
CA2320978A1 (en) | 1998-02-20 | 1999-08-26 | Oleg Bondarenko | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
US5946375A (en) | 1993-09-22 | 1999-08-31 | Teknekron Infoswitch Corporation | Method and system for monitoring call center service representatives |
US5949988A (en) | 1996-07-16 | 1999-09-07 | Lucent Technologies Inc. | Prediction system for RF power distribution |
US5948054A (en) | 1996-02-27 | 1999-09-07 | Sun Microsystems, Inc. | Method and system for facilitating the exchange of information between human users in a networked computer system |
US5953405A (en) | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-predictive routing process in call-routing systems |
US5953406A (en) | 1997-05-20 | 1999-09-14 | Mci Communications Corporation | Generalized customer profile editor for call center services |
US5956729A (en) | 1996-09-06 | 1999-09-21 | Motorola, Inc. | Multimedia file, supporting multiple instances of media types, and method for forming same |
US5956482A (en) | 1996-05-15 | 1999-09-21 | At&T Corp | Multimedia information service access |
US5960411A (en) | 1997-09-12 | 1999-09-28 | Amazon.Com, Inc. | Method and system for placing a purchase order via a communications network |
US5958016A (en) | 1997-07-13 | 1999-09-28 | Bell Atlantic Network Services, Inc. | Internet-web link for access to intelligent network service control |
US5958064A (en) | 1992-06-20 | 1999-09-28 | International Business Machines Corporation | Multiple node dual level error recovery system and method |
US5959982A (en) | 1997-08-29 | 1999-09-28 | Adicom Wireless, Inc. | Method and apparatus for adapting a time division duplex timing device for propagation delay |
US5963632A (en) | 1997-02-10 | 1999-10-05 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing of misrouted calls in call-routing systems |
US5966695A (en) | 1995-10-17 | 1999-10-12 | Citibank, N.A. | Sales and marketing support system using a graphical query prospect database |
US5966427A (en) | 1997-09-30 | 1999-10-12 | Siemens Information | Apparatus and method for troubleshooting internet protocol telephony networks |
US5970134A (en) | 1997-02-26 | 1999-10-19 | Mci Communications Corporation | System and method for monitoring calls parked on an automatic call distributor |
US5974414A (en) | 1996-07-03 | 1999-10-26 | Open Port Technology, Inc. | System and method for automated received message handling and distribution |
US5974135A (en) | 1997-06-11 | 1999-10-26 | Harrah's Operating Company, Inc. | Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions |
US5974448A (en) | 1996-03-01 | 1999-10-26 | Fujitsu Limited | Automatic transfer for electronic mail using an automatic transfer name as a keyword |
US5978672A (en) | 1996-09-27 | 1999-11-02 | Global Mobility Systems, Inc. | Mobility extended telephone application programming interface and method of use |
US5978467A (en) | 1997-04-11 | 1999-11-02 | Walker Asset Management Limited Partnership | Method and apparatus for enabling interaction between callers with calls positioned in a queue |
US5978836A (en) | 1997-07-28 | 1999-11-02 | Solectron Corporation | Workflow systems and methods |
US5978465A (en) | 1997-05-05 | 1999-11-02 | Aspect Telecommunications Corporation | Method and apparatus for allocating resources in a call center |
WO1999056227A1 (en) | 1998-04-27 | 1999-11-04 | British Telecommunications Public Limited Company | Database access tool |
WO1999056229A1 (en) | 1998-04-30 | 1999-11-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multiple agent commitment tracking and notification |
US5983218A (en) | 1997-06-30 | 1999-11-09 | Xerox Corporation | Multimedia database for use over networks |
US5982774A (en) | 1996-04-01 | 1999-11-09 | At&T Corp. | Internet on hold |
US5982870A (en) | 1992-05-26 | 1999-11-09 | Bell Atlantic Network Services, Inc. | Method for concurrently establishing switch redirection for multiple lines of the public telephone network |
US5987118A (en) | 1997-10-21 | 1999-11-16 | Mci Communiations Corporation | Method and computer program logic for providing an intelligent network operator console with enhanced services |
JPH11317817A (en) | 1998-05-06 | 1999-11-16 | Ntt Data Corp | Distributed call center, local site and remote site |
US5987423A (en) | 1997-03-28 | 1999-11-16 | International Business Machines Corporation | Object oriented technology framework for order processing |
US5987102A (en) | 1997-03-14 | 1999-11-16 | Efusion, Inc. | Method and apparatus for bridging a voice call including selective provision of information in non-audio to the caller |
US5987446A (en) | 1996-11-12 | 1999-11-16 | U.S. West, Inc. | Searching large collections of text using multiple search engines concurrently |
US5987117A (en) | 1997-07-07 | 1999-11-16 | Mitel Corporation | Method of dynamic load sharing between systems with automatic telephone call distributors |
US5991390A (en) | 1995-03-28 | 1999-11-23 | British Telecommunications Public Limited Company | Method and apparatus for teleworking from remote terminals |
US5991395A (en) | 1997-11-04 | 1999-11-23 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US5991394A (en) | 1995-04-21 | 1999-11-23 | Rockwell International Corporation | Method and system for establishing voice communications using a computer network |
US5991365A (en) | 1997-03-12 | 1999-11-23 | Siemens Corporate Research, Inc. | Remote phone-based access to a universal multimedia mailbox |
US5995606A (en) | 1995-03-13 | 1999-11-30 | At&T Corp. | Client-server architecture using internet and public switched networks |
US5995615A (en) | 1997-02-10 | 1999-11-30 | Genesys Telecommunications Laboratories, Inc. | External positivistic forward transfer in call-routing systems |
US5996000A (en) | 1997-07-23 | 1999-11-30 | United Leisure, Inc. | Method and apparatus for using distributed multimedia information |
US5995614A (en) | 1997-02-10 | 1999-11-30 | Genesys Telecommunications Laboratories, Inc. | Dynamic requeing to avoid latency in call-routing systems |
US5999609A (en) | 1997-04-04 | 1999-12-07 | Sun Microsystems, Inc. | Computer-telephony (CT) system including an electronic call request |
US5999525A (en) | 1996-11-18 | 1999-12-07 | Mci Communications Corporation | Method for video telephony over a hybrid network |
US5999965A (en) * | 1996-08-20 | 1999-12-07 | Netspeak Corporation | Automatic call distribution server for computer telephony communications |
US6003034A (en) | 1995-05-16 | 1999-12-14 | Tuli; Raja Singh | Linking of multiple icons to data units |
JPH11346266A (en) | 1998-06-02 | 1999-12-14 | Hitachi Ltd | Computer telephony integration system and information providing device and switchboard controller and storage medium used for the same |
CA2334513A1 (en) | 1998-06-11 | 1999-12-16 | Igor Neyman | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
US6005920A (en) | 1997-01-03 | 1999-12-21 | Ncr Corporation | Call center with fault resilient server-switch link |
US6005845A (en) | 1996-10-03 | 1999-12-21 | Telefonaktiebolaget L/M Ericsson (Publ) | System and method for IP-activated call setup |
US6005931A (en) | 1997-02-10 | 1999-12-21 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US6009163A (en) | 1997-07-03 | 1999-12-28 | U S West, Inc. | Method and system for regulating incoming calls from multiple points of origination |
WO1999067718A1 (en) | 1998-06-22 | 1999-12-29 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
US6011974A (en) | 1997-09-23 | 2000-01-04 | Telefonaktiebolaget L M Ericsson (Publ) | Method and system for determining position of a cellular mobile terminal |
US6012152A (en) | 1996-11-27 | 2000-01-04 | Telefonaktiebolaget Lm Ericsson (Publ) | Software fault management system |
US6011844A (en) | 1998-06-19 | 2000-01-04 | Callnet Communications | Point-of-presence call center management system |
US6014379A (en) | 1996-06-26 | 2000-01-11 | Bell Atlantic Network Services, Inc. | Telecommunications custom calling services |
US6014647A (en) | 1997-07-08 | 2000-01-11 | Nizzari; Marcia M. | Customer interaction tracking |
US6014138A (en) | 1994-01-21 | 2000-01-11 | Inprise Corporation | Development system with methods for improved visual programming with hierarchical object explorer |
US6014137A (en) | 1996-02-27 | 2000-01-11 | Multimedia Adventures | Electronic kiosk authoring system |
US6014437A (en) | 1997-02-03 | 2000-01-11 | International Business Machines Corporation | Multi service platform architecture for telephone networks |
JP2000011005A (en) | 1998-06-17 | 2000-01-14 | Hitachi Ltd | Data analyzing method and its device and computer- readable recording medium recorded with data analytical program |
US6018578A (en) | 1997-04-03 | 2000-01-25 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US6018761A (en) | 1996-12-11 | 2000-01-25 | The Robert G. Uomini And Louise B. Bidwell Trust | System for adding to electronic mail messages information obtained from sources external to the electronic mail transport process |
US6018579A (en) | 1996-12-03 | 2000-01-25 | Nortel Networks Corporation | Call center services for local calls using local number portability |
US6021262A (en) | 1996-07-12 | 2000-02-01 | Microsoft Corporation | System and method for detection of, notification of, and automated repair of problem conditions in a messaging system |
US6021411A (en) | 1997-12-30 | 2000-02-01 | International Business Machines Corporation | Case-based reasoning system and method for scoring cases in a case database |
US6023723A (en) | 1997-12-22 | 2000-02-08 | Accepted Marketing, Inc. | Method and system for filtering unwanted junk e-mail utilizing a plurality of filtering mechanisms |
US6023684A (en) | 1997-10-01 | 2000-02-08 | Security First Technologies, Inc. | Three tier financial transaction system with cache memory |
WO2000007332A2 (en) | 1998-07-29 | 2000-02-10 | @Track Communications, Inc. | System and method for routing a call using a communications network |
US6026375A (en) | 1997-12-05 | 2000-02-15 | Nortel Networks Corporation | Method and apparatus for processing orders from customers in a mobile environment |
US6026087A (en) | 1997-03-14 | 2000-02-15 | Efusion, Inc. | Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer |
JP2000049847A (en) | 1998-07-14 | 2000-02-18 | Internatl Business Mach Corp <Ibm> | Method and device for dynamically changing multimedia contents |
US6029195A (en) | 1994-11-29 | 2000-02-22 | Herz; Frederick S. M. | System for customized electronic identification of desirable objects |
US6028917A (en) | 1997-04-04 | 2000-02-22 | International Business Machines Corporation | Access to extended telephone services via the internet |
US6038537A (en) | 1997-03-19 | 2000-03-14 | Fujitsu Limited | Intra-organization cooperation system, commodity deal management method, and storage medium |
US6038293A (en) | 1997-09-03 | 2000-03-14 | Mci Communications Corporation | Method and system for efficiently transferring telephone calls |
US6041116A (en) | 1997-05-05 | 2000-03-21 | Aspect Telecommunications Corporation | Method and apparatus for controlling outbound calls |
CA2343756A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
CA2343286A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
WO2000016203A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
WO2000018094A1 (en) | 1998-09-24 | 2000-03-30 | Itxc, Inc. | Method and apparatus for connecting an incoming call to a computer system |
US6049272A (en) | 1997-01-22 | 2000-04-11 | Boyd B. Moore et al. | Automated data transmission link to law enforcement and security personnel |
US6049779A (en) | 1998-04-06 | 2000-04-11 | Berkson; Stephen P. | Call center incentive system and method |
US6049547A (en) | 1997-05-15 | 2000-04-11 | Lucent Technologies Inc. | Lookahead interflow of traffic among a plurality of serving sites of one customer |
US6052514A (en) | 1992-10-01 | 2000-04-18 | Quark, Inc. | Distributed publication system with simultaneous separate access to publication data and publication status information |
US6055513A (en) | 1998-03-11 | 2000-04-25 | Telebuyer, Llc | Methods and apparatus for intelligent selection of goods and services in telephonic and electronic commerce |
US6055307A (en) | 1996-06-28 | 2000-04-25 | At&T Corp. | System and method for selecting agent destinations and monitoring calls made to network customers |
US6058389A (en) | 1997-10-31 | 2000-05-02 | Oracle Corporation | Apparatus and method for message queuing in a database system |
CA2347721A1 (en) | 1998-10-28 | 2000-05-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
US6061054A (en) | 1997-01-31 | 2000-05-09 | Hewlett-Packard Company | Method for multimedia presentation development based on importing appearance, function, navigation, and content multimedia characteristics from external files |
WO2000026816A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
CA2348567A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000026817A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
WO2000027063A2 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Interface engine for managing business processes within a multimedia communication-center |
US6064722A (en) | 1997-01-14 | 2000-05-16 | Xypoint Corporation | Data request router for use with emergency public safety answering point systems |
US6064730A (en) | 1996-06-18 | 2000-05-16 | Lucent Technologies Inc. | Customer-self routing call center |
US6064723A (en) | 1994-09-16 | 2000-05-16 | Octel Communications Corporation | Network-based multimedia communications and directory system and method of operation |
US6064973A (en) | 1998-04-17 | 2000-05-16 | Andersen Consulting Llp | Context manager and method for a virtual sales and service center |
WO2000028425A1 (en) | 1998-11-12 | 2000-05-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
CA2350515A1 (en) | 1998-11-12 | 2000-05-18 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
US6067357A (en) | 1998-03-04 | 2000-05-23 | Genesys Telecommunications Laboratories Inc. | Telephony call-center scripting by Petri Net principles and techniques |
US6070142A (en) | 1998-04-17 | 2000-05-30 | Andersen Consulting Llp | Virtual customer sales and service center and method |
US6070144A (en) | 1996-01-09 | 2000-05-30 | The State Of Oregon | System and process for job scheduling using limited discrepancy search |
US6069890A (en) | 1996-06-26 | 2000-05-30 | Bell Atlantic Network Services, Inc. | Internet telephone service |
JP2000151819A (en) | 1998-10-29 | 2000-05-30 | Lucent Technol Inc | Method and system for handling communication |
US6072864A (en) | 1997-12-01 | 2000-06-06 | Genesys Telecommunication Laboratories, Inc. | Transfer-connect telephony services utilizing automated audio systems |
US6073105A (en) | 1997-06-13 | 2000-06-06 | Tele-Publishing, Inc. | Interactive personals online network method and apparatus |
US6073013A (en) | 1996-11-04 | 2000-06-06 | Qualcomm Incorporated | Method and apparatus for performing position-based call processing in a mobile telephone system |
US6073124A (en) | 1997-01-29 | 2000-06-06 | Shopnow.Com Inc. | Method and system for securely incorporating electronic information into an online purchasing application |
US6073109A (en) | 1993-02-08 | 2000-06-06 | Action Technologies, Inc. | Computerized method and system for managing business processes using linked workflows |
EP1006706A2 (en) | 1998-12-01 | 2000-06-07 | Siemens Information and Communication Networks Inc. | Subconference calling in a telephony-over-lan environment |
US6076105A (en) | 1996-08-02 | 2000-06-13 | Hewlett-Packard Corp. | Distributed resource and project management |
US6075783A (en) | 1997-03-06 | 2000-06-13 | Bell Atlantic Network Services, Inc. | Internet phone to PSTN cellular/PCS system |
US6075843A (en) | 1996-12-05 | 2000-06-13 | Intervoice Limited Partnership | User device-independent transaction model |
US6076101A (en) | 1996-09-12 | 2000-06-13 | Fujitsu Limited | Electronic mail processing system with bonus point tracking |
WO2000035173A1 (en) | 1998-12-11 | 2000-06-15 | Genesys Telecommunications Laboratories, Inc. | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US6078583A (en) | 1996-10-31 | 2000-06-20 | Hitachi, Ltd. | Communication method and communication system |
US6081291A (en) | 1994-12-30 | 2000-06-27 | Vct, Inc. | Methods and systems for multimedia communication via public telephone networks |
US6081591A (en) | 1997-04-16 | 2000-06-27 | Skoog; Frederick H. | Signaling network gateway device and method for use in a signaling network |
US6081592A (en) | 1996-08-06 | 2000-06-27 | Battle; Calvin W. | Automatic call-work director |
CA2352973A1 (en) | 1998-12-18 | 2000-06-29 | Leonid A. Yegoshin | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
US6085201A (en) | 1996-06-28 | 2000-07-04 | Intel Corporation | Context-sensitive template engine |
US6085097A (en) | 1998-02-12 | 2000-07-04 | Savery; Winsor T. | Cellular communications tracking system using a multitude of assigned call-numbers |
US6088717A (en) | 1996-02-29 | 2000-07-11 | Onename Corporation | Computer-based communication system and method using metadata defining a control-structure |
US6088340A (en) | 1998-06-23 | 2000-07-11 | Motorola, Inc. | Method and apparatus in a wireless communication system for controlling a display of template data by a protable subscriber unit |
US6088696A (en) | 1997-09-29 | 2000-07-11 | Ericsson Inc. | Mailing/filing system for congruently categorizing different types of electronic mail resources received through a messaging system |
US6094479A (en) | 1997-05-06 | 2000-07-25 | Telefonaktiebolaget Lm Ericsson | Computer telephony integration gateway |
US6094673A (en) | 1998-01-16 | 2000-07-25 | Aspect Communications | Method and apparatus for generating agent scripts |
WO2000044159A1 (en) | 1999-01-20 | 2000-07-27 | Eci Telecom Ltd. | A method for serving ip users by graphically-based interaction to agents of a call center |
US6097804A (en) | 1997-12-23 | 2000-08-01 | Bell Canada | Method and system for completing a voice connection between first and second voice terminals in a switched telephone network |
US6097938A (en) | 1997-07-11 | 2000-08-01 | Northern Telecom Limited | Authentication and tracking system for a cellular telephone |
US6098065A (en) | 1997-02-13 | 2000-08-01 | Nortel Networks Corporation | Associative search engine |
US6104711A (en) | 1997-03-06 | 2000-08-15 | Bell Atlantic Network Services, Inc. | Enhanced internet domain name server |
US6104800A (en) | 1996-11-12 | 2000-08-15 | Mediaone Group, Inc. | Method for providing call waiting notification to a party engaged in a data call |
US6108688A (en) | 1996-06-12 | 2000-08-22 | Sun Microsystems, Inc. | System for reminding a sender of an email if recipient of the email does not respond by a selected time set by the sender |
WO2000049482A2 (en) | 1999-02-19 | 2000-08-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
WO2000049778A1 (en) | 1999-02-19 | 2000-08-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center |
US6112085A (en) | 1995-11-30 | 2000-08-29 | Amsc Subsidiary Corporation | Virtual network configuration and management system for satellite communication system |
US6115742A (en) | 1996-12-11 | 2000-09-05 | At&T Corporation | Method and apparatus for secure and auditable metering over a communications network |
US6115596A (en) | 1997-04-22 | 2000-09-05 | Ericsson Inc. | Systems and methods for handling emergency calls in hierarchical cell structures |
US6119167A (en) | 1997-07-11 | 2000-09-12 | Phone.Com, Inc. | Pushing and pulling data in networks |
US6119155A (en) | 1995-12-11 | 2000-09-12 | Phone.Com, Inc. | Method and apparatus for accelerating navigation of hypertext pages using compound requests |
US6122632A (en) | 1997-07-21 | 2000-09-19 | Convergys Customer Management Group Inc. | Electronic message management system |
US6122364A (en) | 1997-12-02 | 2000-09-19 | Nortel Networks Corporation | Internet network call center |
US6125126A (en) | 1997-05-14 | 2000-09-26 | Telefonaktiebolaget Lm Ericsson | Method and apparatus for selective call forwarding |
US6125113A (en) | 1996-04-18 | 2000-09-26 | Bell Atlantic Network Services, Inc. | Internet telephone service |
US6128646A (en) | 1997-12-24 | 2000-10-03 | Genesys Telecommunications Laboratories Inc. | System for routing electronic mail to best qualified person based on content analysis |
US6128603A (en) | 1997-09-09 | 2000-10-03 | Dent; Warren T. | Consumer-based system and method for managing and paying electronic billing statements |
US6128482A (en) | 1998-12-22 | 2000-10-03 | General Motors Corporation | Providing mobile application services with download of speaker independent voice model |
US6128379A (en) | 1997-12-03 | 2000-10-03 | Telcordia Technologies, Inc. | Intelligent data peripheral systems and methods |
US6134217A (en) | 1996-04-15 | 2000-10-17 | The Regents Of The University Of California | Traffic scheduling system and method for packet-switched networks with fairness and low latency |
US6134315A (en) | 1997-09-30 | 2000-10-17 | Genesys Telecommunications Laboratories, Inc. | Metadata-based network routing |
US6134530A (en) | 1998-04-17 | 2000-10-17 | Andersen Consulting Llp | Rule based routing system and method for a virtual sales and service center |
US6134235A (en) | 1997-10-08 | 2000-10-17 | At&T Corp. | Pots/packet bridge |
US6137870A (en) | 1996-03-06 | 2000-10-24 | Convergys Customer Management Group, Inc. | System for providing caller information to called party via call standard data field |
US6141345A (en) | 1997-03-06 | 2000-10-31 | Lucent Technologies Inc. | Signal processing resource allocation for internet-based telephony |
US6157653A (en) | 1993-11-19 | 2000-12-05 | Motorola Inc. | Method and apparatus for adaptive smoothing delay for packet voice applications |
US6157924A (en) | 1997-11-07 | 2000-12-05 | Bell & Howell Mail Processing Systems Company | Systems, methods, and computer program products for delivering information in a preferred medium |
US6166735A (en) | 1997-12-03 | 2000-12-26 | International Business Machines Corporation | Video story board user interface for selective downloading and displaying of desired portions of remote-stored video data objects |
US6167404A (en) | 1997-07-31 | 2000-12-26 | Avid Technology, Inc. | Multimedia plug-in using dynamic objects |
US6167255A (en) | 1998-07-29 | 2000-12-26 | @Track Communications, Inc. | System and method for providing menu data using a communication network |
US6173316B1 (en) | 1998-04-08 | 2001-01-09 | Geoworks Corporation | Wireless communication device with markup language based man-machine interface |
US6173052B1 (en) | 1992-06-25 | 2001-01-09 | Apropros Technology | Blending communications in a call center |
US6175562B1 (en) | 1997-04-29 | 2001-01-16 | Intervoice Limited Partnership | Switchless call processing |
US6175842B1 (en) | 1997-07-03 | 2001-01-16 | At&T Corp. | System and method for providing dynamic three-dimensional multi-user virtual spaces in synchrony with hypertext browsing |
US6175564B1 (en) | 1995-10-25 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc | Apparatus and methods for managing multiple internet protocol capable call centers |
US6175620B1 (en) | 1996-10-30 | 2001-01-16 | France Telecom | Compatibility between a telephone service with server and a calling line identification service |
US6181736B1 (en) | 1997-03-25 | 2001-01-30 | Nxi Communications, Inc. | Network communication system |
US6181336B1 (en) | 1996-05-31 | 2001-01-30 | Silicon Graphics, Inc. | Database-independent, scalable, object-oriented architecture and API for managing digital multimedia assets |
US6182249B1 (en) | 1997-05-12 | 2001-01-30 | Sun Microsystems, Inc. | Remote alert monitoring and trend analysis |
US6182059B1 (en) | 1997-04-03 | 2001-01-30 | Brightware, Inc. | Automatic electronic message interpretation and routing system |
US6185535B1 (en) | 1998-10-16 | 2001-02-06 | Telefonaktiebolaget Lm Ericsson (Publ) | Voice control of a user interface to service applications |
US6185292B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Skill-based real-time call routing in telephony systems |
US6185291B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunication Laboratories, Inc. | Personal desktop router |
US6185427B1 (en) | 1996-09-06 | 2001-02-06 | Snaptrack, Inc. | Distributed satellite position system processing and application network |
CA2313596A1 (en) | 1999-08-06 | 2001-02-06 | Genesys Telecommunications Laboratories, Incorporated | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (vpn) |
US6188688B1 (en) | 1997-05-21 | 2001-02-13 | International Business Machines Corporation | Method and apparatus for placing telephone calls while connected to the internet |
US6192250B1 (en) | 1997-12-05 | 2001-02-20 | Lucent Technologies Inc. | Cluster mobile switching center |
WO2001013606A1 (en) | 1999-08-16 | 2001-02-22 | Quintus Corporation | Contact routing system and method |
US6198738B1 (en) | 1997-04-16 | 2001-03-06 | Lucent Technologies Inc. | Communications between the public switched telephone network and packetized data networks |
US6205135B1 (en) | 1997-03-06 | 2001-03-20 | Lucent Technologies Inc | Access platform for internet-based telephony |
EP1087597A2 (en) | 1999-09-24 | 2001-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US6215783B1 (en) | 1998-11-13 | 2001-04-10 | Genesys Telecommunications Laboratories, Inc. | Private IP telephony backbone linking widely-distributed enterprise sites |
US6219413B1 (en) | 1997-08-07 | 2001-04-17 | At&T Corp. | Apparatus and method for called-party telephone messaging while interconnected to a data network |
US6219045B1 (en) | 1995-11-13 | 2001-04-17 | Worlds, Inc. | Scalable virtual world chat client-server system |
US6226285B1 (en) | 1997-04-11 | 2001-05-01 | Siemens Information And Communication Networks, Inc. | Method and system to deliver an audiovisual presentation to a workstation using the telephone |
US6229524B1 (en) | 1998-07-17 | 2001-05-08 | International Business Machines Corporation | User interface for interaction with video |
US20010001150A1 (en) | 1997-02-06 | 2001-05-10 | Alec Miloslavsky | System for routing electronic mails |
US6233234B1 (en) | 1997-06-03 | 2001-05-15 | Bell Atlantic Network Services, Inc. | Secure LAN/internet telephony |
US6233616B1 (en) | 1997-10-24 | 2001-05-15 | William J. Reid | Enterprise network management using directory containing network addresses of users obtained through DHCP to control routers and servers |
US6236857B1 (en) | 1998-06-29 | 2001-05-22 | Lucent Technologies, Inc. | Methods and apparatus for accessing enhanced wireless services platforms via the public switched telephone network |
US6240285B1 (en) | 1998-12-29 | 2001-05-29 | Bell Atlantic Mobile, Inc. | Alternative carrier selection on repeat emergency calls |
US6243375B1 (en) | 1996-11-08 | 2001-06-05 | Gregory J. Speicher | Internet-audiotext electronic communications system with multimedia based matching |
US6243713B1 (en) | 1998-08-24 | 2001-06-05 | Excalibur Technologies Corp. | Multimedia document retrieval by application of multimedia queries to a unified index of multimedia data for a plurality of multimedia data types |
US6243092B1 (en) | 1997-12-02 | 2001-06-05 | Aspect Communications | Transaction flow editing tool |
US6243379B1 (en) | 1997-04-04 | 2001-06-05 | Ramp Networks, Inc. | Connection and packet level multiplexing between network links |
US6243373B1 (en) | 1995-11-01 | 2001-06-05 | Telecom Internet Ltd. | Method and apparatus for implementing a computer network/internet telephone system |
WO2001040997A1 (en) | 1999-12-01 | 2001-06-07 | Genesys Telecommunications Laboratories, Inc. | Method for comparing incoming query with database queries |
EP1107555A2 (en) | 1999-12-10 | 2001-06-13 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for WAP devices |
US6249807B1 (en) | 1998-11-17 | 2001-06-19 | Kana Communications, Inc. | Method and apparatus for performing enterprise email management |
US6253129B1 (en) | 1997-03-27 | 2001-06-26 | Tripmaster Corporation | System for monitoring vehicle efficiency and vehicle and driver performance |
US6256503B1 (en) | 1997-07-09 | 2001-07-03 | Nortel Networks Limited | Method and system in a wireless communications network for providing restricted user termination areas based on originator location |
US6256489B1 (en) | 1997-04-24 | 2001-07-03 | Lucent Technologies Inc. | Enhanced emergency service for ISDN based emergency services in a wireless telecommunications system |
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 |
US6263049B1 (en) | 1996-10-10 | 2001-07-17 | Envision Telephony, Inc. | Non-random call center supervisory method and apparatus |
US6263359B1 (en) | 1997-05-22 | 2001-07-17 | International Business Machines Corporation | Computer resource proportional utilization and response time scheduling |
WO2001052513A1 (en) | 2000-01-12 | 2001-07-19 | Right4Me.Com Incorporated | Method and system for coordinating and initiating cross-platform telephone conferences and reconnecting terminated and dropped calls to cross-platform telephone conferences |
US6275693B1 (en) | 1999-11-22 | 2001-08-14 | Motorola, Inc. | Method and apparatus for performing bearer independent wireless application service provisioning |
US20010014604A1 (en) | 1998-04-20 | 2001-08-16 | Christopher H. Kingdon | System and method for provisioning assistance global positioning system information to a mobile station |
US6278996B1 (en) | 1997-03-31 | 2001-08-21 | Brightware, Inc. | System and method for message process and response |
US6282429B1 (en) | 1999-10-20 | 2001-08-28 | Lucent Technologies Inc. | System for providing prioritized wireless communication service to wireless communication subscribers |
US6282565B1 (en) | 1998-11-17 | 2001-08-28 | Kana Communications, Inc. | Method and apparatus for performing enterprise email management |
US6285364B1 (en) | 1997-06-03 | 2001-09-04 | Cisco Technology, Inc. | Method and apparatus for organizing and displaying internet and telephone information |
US6286084B1 (en) | 1998-09-16 | 2001-09-04 | Cisco Technology, Inc. | Methods and apparatus for populating a network cache |
US6286033B1 (en) | 2000-04-28 | 2001-09-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation |
US6285316B1 (en) | 2000-06-02 | 2001-09-04 | Cellguide Ltd. | Locating a mobile unit using signals from both mobile beacons and stationary beacons |
US6286129B1 (en) | 1997-12-02 | 2001-09-04 | Aspect Communications | Method and apparatus for compiling transaction processing workflows |
US6292181B1 (en) | 1994-09-02 | 2001-09-18 | Nec Corporation | Structure and method for controlling a host computer using a remote hand-held interface device |
US6292553B1 (en) * | 1998-05-20 | 2001-09-18 | At&T Corp. | Method and apparatus for IP network call delivery |
US20010023430A1 (en) | 1998-09-22 | 2001-09-20 | Thiru Srinivasan | Conferencing system for simultaneous broadcast of documents and audio |
US6295353B1 (en) | 1998-10-07 | 2001-09-25 | Avaya Technology Corp. | Arrangement for efficiently updating status information of a network call-routing system |
US6295530B1 (en) | 1995-05-15 | 2001-09-25 | Andrew M. Ritchie | Internet service of differently formatted viewable data signals including commands for browser execution |
US20010024497A1 (en) | 2000-01-07 | 2001-09-27 | Alasdhair Campbell | Customer communication service system |
US6298041B1 (en) | 1996-11-01 | 2001-10-02 | Packeteer, Inc. | Method for explicit data rate control in a packet communication environment without data rate supervision |
US20010029519A1 (en) | 1999-12-03 | 2001-10-11 | Michael Hallinan | Resource allocation in data processing systems |
US20010028649A1 (en) | 1998-02-17 | 2001-10-11 | Gregory Pogossiants | Using XML expressed primitives for platform and system-independent call modeling |
US6304898B1 (en) | 1999-10-13 | 2001-10-16 | Datahouse, Inc. | Method and system for creating and sending graphical email |
JP2001292236A (en) | 2000-01-18 | 2001-10-19 | Avaya Technology Corp | Method and device for multivariate work assignment to be used inside call center |
WO2001080540A1 (en) | 2000-04-14 | 2001-10-25 | Genesys Telecommunication Laboratories, Inc. | Method for predicting and managing call load by determining the optimum frequency of outbound call generation |
WO2001080214A1 (en) | 2000-04-18 | 2001-10-25 | Genesys Telecommunication Laboratories, Inc. | Method and apparatus for summarizing previous threads in a communication-center chat session |
US20010037316A1 (en) | 2000-03-23 | 2001-11-01 | Virtunality, Inc. | Method and system for securing user identities and creating virtual users to enhance privacy on a communication network |
US6314430B1 (en) | 1999-02-23 | 2001-11-06 | International Business Machines Corporation | System and method for accessing a database from a task written in an object-oriented programming language |
US20010038624A1 (en) * | 1999-03-19 | 2001-11-08 | Greenberg Jeffrey Douglas | Internet telephony for ecommerce |
US20010042095A1 (en) | 2000-05-15 | 2001-11-15 | Kwang-Muk Kim | System and method for providing chat service for mobile terminal |
US20010040887A1 (en) | 1997-10-09 | 2001-11-15 | Yuri Shtivelman | Apparatus and methods enhancing call routing to and within call-centers |
US6320857B1 (en) | 1996-06-04 | 2001-11-20 | Telefonaktiebolaget Lm Ericsson (Publ) | Telephone doubler arrangement |
US6324276B1 (en) | 1999-02-12 | 2001-11-27 | Telera, Inc. | Point-of-presence call center management system |
US6330323B1 (en) | 1995-01-09 | 2001-12-11 | Mci Communications Corporation | Enhanced overflow call processing |
US6330426B2 (en) | 1994-05-23 | 2001-12-11 | Stephen J. Brown | System and method for remote education using a memory card |
US6332163B1 (en) | 1999-09-01 | 2001-12-18 | Accenture, Llp | Method for providing communication services over a computer network system |
US6332022B1 (en) | 1997-12-22 | 2001-12-18 | Nortel Networks Limited | Method and apparatus for routing emergency services calls in an intelligent network |
US20010054064A1 (en) | 1997-07-02 | 2001-12-20 | Pallipuram V. Kannan | Method system and computer program product for providing customer service over the world-wide web |
US6333980B1 (en) | 1994-09-28 | 2001-12-25 | Rockwell International Corporation | Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents |
US6335927B1 (en) | 1996-11-18 | 2002-01-01 | Mci Communications Corporation | System and method for providing requested quality of service in a hybrid network |
US20020001300A1 (en) | 1996-07-09 | 2002-01-03 | Alec Miloslavsky | Internet protocol call-in centers and establishing remote agents |
US6343281B1 (en) | 1997-07-11 | 2002-01-29 | Kabushiki Kaisha Toshiba | Device and method for preventing fraudulent copies of data containing encrypted copy-management information and recording medium |
US20020012428A1 (en) | 1997-02-10 | 2002-01-31 | Igor Neyman | Virtualized Computer Telephony Integrated Link for Enhanced Functionality in Call Centers |
US20020013150A1 (en) | 1992-03-06 | 2002-01-31 | Aircell, Inc. | Virtual private network for cellular communications |
US6345290B2 (en) | 1997-12-19 | 2002-02-05 | Fujitsu Limited | Chat system displaying attribute information, number of statements or amount of statements in registered channel |
US6345300B1 (en) | 1997-03-25 | 2002-02-05 | Intel Corporation | Method and apparatus for detecting a user-controlled parameter from a client device behind a proxy |
US6347085B2 (en) | 1996-08-16 | 2002-02-12 | Netspeak Corporation | Method and apparatus for establishing communications between packet-switched and circuit-switched networks |
US20020019844A1 (en) | 2000-07-06 | 2002-02-14 | Kurowski Scott J. | Method and system for network-distributed computing |
US20020025819A1 (en) | 2000-08-24 | 2002-02-28 | Zoran Cetusic | Wireless communication techniques |
US6353608B1 (en) | 1998-06-16 | 2002-03-05 | Mci Communications Corporation | Host connect gateway for communications between interactive voice response platforms and customer host computing applications |
US6353667B1 (en) | 1998-08-27 | 2002-03-05 | Avaya Technology Corp. | Minimum interruption cycle time threshold for reserve call center agents |
US20020035647A1 (en) * | 1996-08-23 | 2002-03-21 | Brown Sanford Samuel | Correlating information between internet and call center environments |
US6363411B1 (en) | 1998-08-05 | 2002-03-26 | Mci Worldcom, Inc. | Intelligent network |
US6366575B1 (en) | 1996-11-01 | 2002-04-02 | Teloquent Communications Corporation | Extended access for automatic call distributing system |
US6366586B1 (en) | 1994-05-05 | 2002-04-02 | Sprint Communications Company L.P. | Method, system and apparatus for telecommunications control |
US6366925B1 (en) | 1999-01-04 | 2002-04-02 | American Services Network, Pc | Network based legal services system |
US6366651B1 (en) | 1998-01-21 | 2002-04-02 | Avaya Technology Corp. | Communication device having capability to convert between voice and text message |
US6366658B1 (en) | 1998-05-07 | 2002-04-02 | Mci Communications Corporation | Telecommunications architecture for call center services using advanced interactive voice responsive service node |
EP1193961A2 (en) | 2000-09-29 | 2002-04-03 | Rockwell Electronic Commerce Corporation | System and method for using a phone to access information in a call center |
US6370238B1 (en) | 1997-09-19 | 2002-04-09 | Siemens Information And Communication Networks Inc. | System and method for improved user interface in prompting systems |
US6377583B1 (en) | 1996-06-27 | 2002-04-23 | Xerox Corporation | Rate shaping in per-flow output queued routing mechanisms for unspecified bit rate service |
US6377975B1 (en) | 2000-03-01 | 2002-04-23 | Interactive Intelligence, Inc. | Methods and systems to distribute client software tasks among a number of servers |
US6377944B1 (en) | 1998-12-11 | 2002-04-23 | Avaya Technology Corp. | Web response unit including computer network based communication |
US6377568B1 (en) | 1996-11-20 | 2002-04-23 | Netspeak Corporation | Method and apparatus for performing call matching for internet telephones in legacy call centers |
US6385202B1 (en) | 1997-10-01 | 2002-05-07 | At&T Corp. | Method and system for allowing access to traditional voice mail and interactive voice response systems over internet-like networks |
US6385191B1 (en) * | 1996-11-14 | 2002-05-07 | Avaya Technology Corp. | Extending internet calls to a telephony call center |
US20020056000A1 (en) | 2000-11-08 | 2002-05-09 | Albert Coussement Stefaan Valere | Personal interaction interface for communication-center customers |
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 |
US20020059374A1 (en) | 1998-11-12 | 2002-05-16 | Marcialito Nuestro | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
US6393122B1 (en) | 1998-08-31 | 2002-05-21 | Nortel Networks Limited | Method and device for providing intermediate telephone service with enhanced network reliability |
US6393481B1 (en) | 1997-10-06 | 2002-05-21 | Worldcom, Inc. | Method and apparatus for providing real-time call processing services in an intelligent network |
GB2369263A (en) | 2000-01-24 | 2002-05-22 | Comverse Infosys Inc | Information retrieval from a contact centre over a wide area network |
US20020062385A1 (en) | 2000-10-27 | 2002-05-23 | Dowling Eric Morgan | Negotiated wireless peripheral systems |
US6396834B1 (en) | 1997-11-24 | 2002-05-28 | Riverstone Networks, Inc. | Flexible scheduler in an asynchronous transfer mode (ATM) switch |
US6396919B1 (en) | 1996-06-14 | 2002-05-28 | Fujitsu Limited | Telephone transaction support system and telephone call connection control system |
US6401094B1 (en) | 1999-05-27 | 2002-06-04 | Ma'at | System and method for presenting information in accordance with user preference |
US6400725B1 (en) | 1998-12-16 | 2002-06-04 | Koninklijke Philips Electronics N.V. | Fairness scheme for a serial interface |
US6407999B1 (en) | 1996-10-08 | 2002-06-18 | Nokia Telecommunications Oy | Method and router in a packet network with priority classes |
US6407996B1 (en) | 1996-07-17 | 2002-06-18 | British Telecommunications Public Limited Company | Processing device network |
US20020078150A1 (en) | 2000-12-18 | 2002-06-20 | Nortel Networks Limited And Bell Canada | Method of team member profile selection within a virtual team environment |
US20020076031A1 (en) | 1999-01-25 | 2002-06-20 | Roland Falcon | Multiple client remote agent network method |
US20020087648A1 (en) | 1997-02-06 | 2002-07-04 | Yevgeniy Petrovykh | System and apparatus for pre-routing network events |
US6418199B1 (en) | 1997-12-05 | 2002-07-09 | Jeffrey Perrone | Voice control of a server |
US6424709B1 (en) | 1999-03-22 | 2002-07-23 | Rockwell Electronic Commerce Corp. | Skill-based call routing |
US20020097708A1 (en) | 1997-02-06 | 2002-07-25 | Shuang Deng | System for interconnecting packet-switched and circuit-switched voice communications |
US20020099738A1 (en) | 2000-11-22 | 2002-07-25 | Grant Hugh Alexander | Automated web access for back-end enterprise systems |
US6427002B2 (en) | 1998-05-07 | 2002-07-30 | Worldcom, Inc. | Advanced interactive voice response service node |
US20020103998A1 (en) | 2001-01-31 | 2002-08-01 | Debruine Timothy S. | Facilitating file access from firewall-proteced nodes in a peer-to-peer network |
US20020101866A1 (en) | 1995-10-25 | 2002-08-01 | Alec Miloslavsky | Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network |
US20020101880A1 (en) | 2001-01-30 | 2002-08-01 | Byoung-Jo Kim | Network service for adaptive mobile applications |
US6430174B1 (en) | 1997-12-26 | 2002-08-06 | Nortel Networks Ltd. | Communication system supporting simultaneous voice and multimedia communications and method of operation therefore |
US20020105957A1 (en) | 1999-09-24 | 2002-08-08 | Oleg Bondarenko | Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center |
US6434530B1 (en) | 1996-05-30 | 2002-08-13 | Retail Multimedia Corporation | Interactive shopping system with mobile apparatus |
US6434549B1 (en) | 1999-12-13 | 2002-08-13 | Ultris, Inc. | Network-based, human-mediated exchange of information |
US20020114278A1 (en) | 2001-02-21 | 2002-08-22 | Coussement Stefaan Valere Albert | Capability-based routing |
WO2002065741A2 (en) | 2001-01-30 | 2002-08-22 | Nuasis Corporation | Digital multimedia contact center |
US6442242B1 (en) | 1999-06-25 | 2002-08-27 | Verizon Services Corporation | Multifunction autoattendant system and method of operation thereof |
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 |
US20020120719A1 (en) | 2000-03-31 | 2002-08-29 | King-Hwa Lee | Web client-server system and method for incompatible page markup and presentation languages |
US6445788B1 (en) | 1999-06-17 | 2002-09-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
US20020123899A1 (en) | 2000-10-03 | 2002-09-05 | Securetell, Inc., | Method and system for enabling workers to communicate anonymously with their employers |
US6449260B1 (en) | 1998-05-01 | 2002-09-10 | Siemens Information And Communication Networks, Inc. | Multimedia automatic call distribution system |
US6449646B1 (en) | 1998-10-13 | 2002-09-10 | Aspect Communications Corporation | Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism |
US6453038B1 (en) | 1998-06-03 | 2002-09-17 | Avaya Technology Corp. | System for integrating agent database access skills in call center agent assignment applications |
US6452609B1 (en) | 1998-11-06 | 2002-09-17 | Supertuner.Com | Web application for accessing media streams |
US20020131399A1 (en) | 1998-02-17 | 2002-09-19 | Laurent Philonenko | Queue prioritization based on competitive user input |
US6456619B1 (en) | 1997-12-04 | 2002-09-24 | Siemens Information And Communication Networks, Inc. | Method and system for supporting a decision tree with placeholder capability |
US20020136167A1 (en) | 1996-11-18 | 2002-09-26 | Rick Steele | Method and system for multi-media collaboration between remote parties |
US20020150311A1 (en) | 1997-12-30 | 2002-10-17 | Lynn Eric R. | Apparatus and method for creating images of small documents |
US6470010B1 (en) | 1995-05-24 | 2002-10-22 | Telefonaktiebolaget Lm Ericsson (Publ) | Method and system for setting up a speech connection in different networks |
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 |
US6487663B1 (en) | 1998-10-19 | 2002-11-26 | Realnetworks, Inc. | System and method for regulating the transmission of media data |
US6490350B2 (en) | 1997-09-30 | 2002-12-03 | Mci Communications Corporation | Monitoring system for telephony resources in a call center |
US6493447B1 (en) | 1997-11-21 | 2002-12-10 | Mci Communications Corporation | Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications |
US6496981B1 (en) | 1997-09-19 | 2002-12-17 | Douglass A. Wistendahl | System for converting media content for interactive TV use |
US6496567B1 (en) | 1998-05-07 | 2002-12-17 | Mci Communications Corporation | Interactive voice response service node with advanced resource management |
US6498897B1 (en) | 1998-05-27 | 2002-12-24 | Kasenna, Inc. | Media server system and method having improved asset types for playback of digital media |
US20030002479A1 (en) | 2001-07-02 | 2003-01-02 | International Business Machines Corporation | Virtual call center |
US20030009530A1 (en) | 2000-11-08 | 2003-01-09 | Laurent Philonenko | Instant message presence protocol for facilitating communication center activity |
US20030007621A1 (en) | 1999-03-06 | 2003-01-09 | Graves Richard C. | Systems and processes for call and call feature administration on a telecommunications network |
US6512825B1 (en) | 1999-07-13 | 2003-01-28 | Interactive Intelligence, Inc. | Queue-based distinctive ringing in a call center system |
US20030021406A1 (en) | 2001-07-24 | 2003-01-30 | Yuri Ostapchuck | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
US6515996B1 (en) | 1996-06-04 | 2003-02-04 | Telefonaktiebolaget Lm Ericsson (Publ) | Modem with IP support |
US20030026414A1 (en) | 2001-07-31 | 2003-02-06 | Daniel Baker | System and method for distributing customer contacts |
US6519617B1 (en) | 1999-04-08 | 2003-02-11 | International Business Machines Corporation | Automated creation of an XML dialect and dynamic generation of a corresponding DTD |
US20030037113A1 (en) | 2000-11-08 | 2003-02-20 | Yevgeniy Petrovykh | Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue |
US6532493B1 (en) | 1998-10-29 | 2003-03-11 | Cisco Technology, Inc. | Methods and apparatus for redirecting network cache traffic |
US20030051037A1 (en) | 2001-06-12 | 2003-03-13 | Mukesh Sundaram | Open portal interface manager |
US6536043B1 (en) | 1996-02-14 | 2003-03-18 | Roxio, Inc. | Method and systems for scalable representation of multimedia data for progressive asynchronous transmission |
US20030055884A1 (en) | 2001-07-03 | 2003-03-20 | Yuen Michael S. | Method for automated harvesting of data from a Web site using a voice portal system |
US20030058884A1 (en) | 2001-01-25 | 2003-03-27 | International Business Machiness Corporation | Communication endpoint supporting multiple provider models |
US6546405B2 (en) | 1997-10-23 | 2003-04-08 | Microsoft Corporation | Annotating temporally-dimensioned multimedia content |
US6549539B1 (en) | 1998-11-24 | 2003-04-15 | Genesys Telecommunications Laboratories, Inc. | Platform-independent DNT intelligent network |
US6553114B1 (en) | 1999-12-06 | 2003-04-22 | Avaya Technology Corp. | System for automatically predicting call center agent work time in a multi-skilled agent environment |
US6554183B1 (en) | 1999-06-30 | 2003-04-29 | Ge Capital Fleet Services | Automated systems and methods for authorization and settlement of fleet maintenance and repair transactions |
US20030084349A1 (en) | 2001-10-12 | 2003-05-01 | Oliver Friedrichs | Early warning system for network attacks |
US20030084128A1 (en) | 2001-11-01 | 2003-05-01 | Flying Wireless, Inc. | Local agent for remote file access system |
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 |
US6560329B1 (en) | 1999-04-29 | 2003-05-06 | Teloquent Communications Corporation | Automated call routing system |
US20030088421A1 (en) | 2001-06-25 | 2003-05-08 | International Business Machines Corporation | Universal IP-based and scalable architectures across conversational applications using web services for speech and audio processing resources |
US6563788B1 (en) | 1998-02-17 | 2003-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority recognition and fairness timing routines |
US20030097457A1 (en) | 2001-08-08 | 2003-05-22 | Amitabh Saran | Scalable multiprocessor architecture for business computer platforms |
US20030099343A1 (en) | 2001-11-27 | 2003-05-29 | Dezonno Anthony J. | Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set |
US20030115353A1 (en) | 1998-09-11 | 2003-06-19 | Deryugin Vladimir N. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US20030135592A1 (en) | 2002-12-12 | 2003-07-17 | Motive Communications, Inc. | Remote computer system and related equipment diagnostics using data gathered over a telephone channel |
US6603762B1 (en) | 1999-03-12 | 2003-08-05 | Lextron Systems, Inc. | System for controlling processing of data passing through network gateway between two disparate communications network |
US6611590B1 (en) | 1999-07-30 | 2003-08-26 | Avaya Technology Corp. | Enterprise-wide intelligent call center routing |
US6611498B1 (en) | 1997-09-26 | 2003-08-26 | Worldcom, Inc. | Integrated customer web station for web based call management |
US20030161448A1 (en) | 2002-02-27 | 2003-08-28 | Sbc Technology Resources Inc. | Multi-modal communications method |
US6614780B2 (en) | 1998-01-02 | 2003-09-02 | Lucent Technologies Inc. | Internet calling apparatus and method |
US6628666B1 (en) | 1998-03-30 | 2003-09-30 | Genesys Telecomm Lab Inc | Managing bandwidth on demand for internet protocol messaging with capability for transforming telephony calls from one media type to another media type |
US6633910B1 (en) | 1999-09-16 | 2003-10-14 | Yodlee.Com, Inc. | Method and apparatus for enabling real time monitoring and notification of data updates for WEB-based data synchronization services |
US20030212558A1 (en) | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
US6651085B1 (en) | 2000-07-17 | 2003-11-18 | Interactive Intelligence, Inc. | Agent status viewing system and method |
US6650747B1 (en) | 1997-09-18 | 2003-11-18 | At&T Corp. | Control of merchant application by system monitor in virtual contact center |
US20030216923A1 (en) | 2002-05-15 | 2003-11-20 | Gilmore Jeffrey A. | Dynamic content generation for voice messages |
US20030220875A1 (en) | 2002-05-24 | 2003-11-27 | Duc Lam | Method and system for invoice routing and approval in electronic payment system |
US20030229529A1 (en) | 2000-02-25 | 2003-12-11 | Yet Mui | Method for enterprise workforce planning |
US6678718B1 (en) * | 1997-08-29 | 2004-01-13 | Aspect Communications Corporation | Method and apparatus for establishing connections |
US6681010B1 (en) | 1998-09-01 | 2004-01-20 | Genesys Telecommunications Laboratories, Inc. | Methods, systems and computer program products for automatic task distribution |
US20040019638A1 (en) | 1998-09-11 | 2004-01-29 | Petr Makagon | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US20040017797A1 (en) | 2002-07-25 | 2004-01-29 | Moxa Technologies Co., Ltd. | Remote data scope |
US20040030557A1 (en) | 2002-08-06 | 2004-02-12 | Sri International | Method and apparatus for providing an integrated speech recognition and natural language understanding for a dialog system |
US6693893B1 (en) * | 1998-07-28 | 2004-02-17 | At&T Corp. | Method and apparatus for accessing a telephone network from the internet |
US6704409B1 (en) | 1997-12-31 | 2004-03-09 | Aspect Communications Corporation | Method and apparatus for processing real-time transactions and non-real-time transactions |
US6704411B1 (en) | 1999-09-14 | 2004-03-09 | Nec Corporation | System and method for realizing home agent client function for call center system |
US20040047302A1 (en) | 2002-09-05 | 2004-03-11 | Dezonno Anthony J. | Internet architecture for software based ACD |
US6707903B2 (en) | 1999-12-15 | 2004-03-16 | Avaya, Inc. | Automated workflow method for assigning work items to resources |
US6711249B2 (en) | 2001-02-08 | 2004-03-23 | Tellme Networks, Inc. | Common gateway to call control systems |
US6714643B1 (en) | 2000-02-24 | 2004-03-30 | Siemens Information & Communication Networks, Inc. | System and method for implementing wait time estimation in automatic call distribution queues |
US20040064348A1 (en) | 2002-09-30 | 2004-04-01 | Humenansky Brian S. | Selective deployment of software extensions within an enterprise modeling environment |
US6718032B1 (en) | 1999-07-13 | 2004-04-06 | Interactive Intelligence | Read-only in-memory tables for intelligent call processing system |
US6721306B1 (en) | 1997-03-11 | 2004-04-13 | Verizon Services Corp. | Public wireless/cordless internet gateway |
EP1413954A2 (en) | 2002-10-23 | 2004-04-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extending contact center configuration data for access by third-party applications over a data network |
US20040083195A1 (en) | 2002-10-23 | 2004-04-29 | Mccord Alan Wayne | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
US20040083479A1 (en) | 2002-10-23 | 2004-04-29 | Oleg Bondarenko | Method for organizing multiple versions of XML for use in a contact center environment |
US20040081183A1 (en) | 2002-10-23 | 2004-04-29 | Monza Joseph Vincent | Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
US20040083281A1 (en) | 2002-10-23 | 2004-04-29 | Petr Makagon | Method and apparatus for providing real-time communication center reporting data to third-party applications over a data network |
US20040102977A1 (en) | 2002-11-22 | 2004-05-27 | Metzler Benjamin T. | Methods and apparatus for controlling an electronic device |
US6744877B1 (en) | 1999-03-08 | 2004-06-01 | Avaya Technology Corp. | Method and system for enterprise service balancing |
US6744878B1 (en) | 1999-03-02 | 2004-06-01 | Aspect Communications Corporation | Real-time transaction routing augmented with forecast data and agent schedules |
US20040107025A1 (en) | 2000-11-28 | 2004-06-03 | Ransom Douglas S. | System and method for implementing XML on an energy management device |
US6748211B1 (en) | 2002-05-22 | 2004-06-08 | Motorola, Inc. | Device and method for transmitting a message from a client device to a service center |
US20040111269A1 (en) | 2002-05-22 | 2004-06-10 | Koch Robert A. | Methods and systems for personal interactive voice response |
US6751210B1 (en) | 1997-10-02 | 2004-06-15 | Siemens Information & Communication Networks, Inc. | Alternate telephone call routing system |
US6754181B1 (en) | 1996-11-18 | 2004-06-22 | Mci Communications Corporation | System and method for a directory service supporting a hybrid communication system architecture |
US6753784B1 (en) | 2001-03-28 | 2004-06-22 | Meteorlogix, Llc | GIS-based automated weather alert notification system |
US20040120502A1 (en) | 2002-12-24 | 2004-06-24 | Strathmeyer Carl R. | Method and apparatus for implementing call processing in packet telephony networks |
US6760322B1 (en) | 1997-03-17 | 2004-07-06 | Fujitsu Limited | CTI Control System |
US6760324B1 (en) | 1999-09-10 | 2004-07-06 | Array Telecom Corporation | Method, system, and computer program product for providing voice over the internet communication |
US6760428B2 (en) | 1999-07-30 | 2004-07-06 | Avaya Technology Corp. | Modification of voice prompting based on prior communication in a call center |
US6760727B1 (en) | 1999-07-30 | 2004-07-06 | Convergys Cmg Utah, Inc. | System for customer contact information management and methods for using same |
US6763104B1 (en) | 2000-02-24 | 2004-07-13 | Teltronics, Inc. | Call center IVR and ACD scripting method and graphical user interface |
US6763369B1 (en) | 1999-07-13 | 2004-07-13 | Interactive Intelligence, Inc. | Hierarchical process management in an intelligent call processing system |
US6771765B1 (en) | 1999-12-29 | 2004-08-03 | Nortel Networks Limited | Multimedia queuing in a customer contact or call center |
AU2003300117A8 (en) | 2003-01-06 | 2004-08-10 | Genesys Telecomm Lab Inc | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US6778527B1 (en) * | 1996-12-09 | 2004-08-17 | At&T Wireless Services, Inc. | Method and apparatus for data network call processing |
US6785740B1 (en) | 1999-03-31 | 2004-08-31 | Sony Corporation | Text-messaging server with automatic conversion of keywords into hyperlinks to external files on a network |
US6785375B1 (en) | 1998-01-14 | 2004-08-31 | British Telecommunications Public Limited Company | Communications system |
US20040179516A1 (en) | 1998-11-12 | 2004-09-16 | Igor Neyman | Telephony intelligence in a data packet network |
US6798771B1 (en) | 1995-12-11 | 2004-09-28 | Hewlett-Packard Development Company, L.P. | Call setup gateway for telecommunications system |
US20040199580A1 (en) | 2003-04-02 | 2004-10-07 | Zhakov Vyacheslav I. | Method and apparatus for dynamic audio and Web conference scheduling, bridging, synchronization, and management |
US6804346B1 (en) | 1999-07-13 | 2004-10-12 | Interactive Intelligence, Inc. | Staged predictive dialing system |
US6816871B2 (en) | 2000-12-22 | 2004-11-09 | Oblix, Inc. | Delivering output XML with dynamically selectable processing |
US6816878B1 (en) | 2000-02-11 | 2004-11-09 | Steven L. Zimmers | Alert notification system |
US6845154B1 (en) | 2001-01-23 | 2005-01-18 | Intervoice Limited Partnership | Allocation of resources to flexible requests |
US6847825B1 (en) | 2000-09-14 | 2005-01-25 | Lojack Corporation | Method and system for portable cellular phone voice communication and positional location data communication |
US6847715B1 (en) | 1999-07-13 | 2005-01-25 | Interactive Intelligence, Inc. | Method and system for informing callers within a queue |
US6850602B1 (en) | 2002-03-27 | 2005-02-01 | Avaya Technology Corp. | Method and apparatus for answering machine detection in automatic dialing |
US6859529B2 (en) | 2000-04-12 | 2005-02-22 | Austin Logistics Incorporated | Method and system for self-service scheduling of inbound inquiries |
US6868391B1 (en) | 1997-04-15 | 2005-03-15 | Telefonaktiebolaget Lm Ericsson (Publ) | Tele/datacommunications payment method and apparatus |
US6876632B1 (en) | 1998-09-25 | 2005-04-05 | Hitachi, Ltd. | Intelligent network with an internet call waiting function |
US6882996B2 (en) | 2001-05-31 | 2005-04-19 | International Business Machines Corporation | System, method, and computer program product for reformatting non-XML data for use with internet based systems |
WO2005036907A1 (en) | 2003-10-08 | 2005-04-21 | Intuwave Limited | A method of enabling a wireless information device to access customer support services |
US6903685B1 (en) | 2001-11-14 | 2005-06-07 | The United States Of America As Represented By The National Aeronautics And Space Administration | Passive tracking system and method |
US6907455B1 (en) | 2000-06-29 | 2005-06-14 | Cisco Technology, Inc. | Apparatus and methods for providing an event driven notification over a network to a telephony device |
US6912272B2 (en) | 2001-09-21 | 2005-06-28 | Talkflow Systems, Llc | Method and apparatus for managing communications and for creating communication routing rules |
US6922411B1 (en) | 2000-09-29 | 2005-07-26 | Voxeo Corporation | Networked computer telephony system driven by web-based applications |
EP1566949A1 (en) | 2004-02-18 | 2005-08-24 | AT&T Corp. | Narrowband and broadband vpn optimal path selection using the global positioning system |
US6944272B1 (en) | 2001-01-16 | 2005-09-13 | Interactive Intelligence, Inc. | Method and system for administering multiple messages over a public switched telephone network |
US20050207559A1 (en) | 2000-12-04 | 2005-09-22 | Juri Shtivelman | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US6958994B2 (en) | 1998-09-24 | 2005-10-25 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
US6970844B1 (en) | 1999-08-27 | 2005-11-29 | Computer Sciences Corporation | Flow designer for establishing and maintaining assignment and strategy process maps |
US6977740B1 (en) | 2000-03-29 | 2005-12-20 | International Business Machines Corporation | Method and system for centralized information storage retrieval and searching |
US6996603B1 (en) | 1999-08-31 | 2006-02-07 | Qwest Communications International, Inc. | Automatic desktop audio/video/data conferencing distributor |
US20060029206A1 (en) | 2004-08-03 | 2006-02-09 | Nikolay Anisimov | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US7020264B1 (en) | 1997-02-10 | 2006-03-28 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US20060080107A1 (en) | 2003-02-11 | 2006-04-13 | Unveil Technologies, Inc., A Delaware Corporation | Management of conversations |
US7039176B2 (en) | 2000-08-14 | 2006-05-02 | Telephony@Work | Call center administration manager with rules-based routing prioritization |
US20060109976A1 (en) | 2004-11-23 | 2006-05-25 | Mukesh Sundaram | Method and system for monitoring and managing multi-sourced call centers |
US7076048B2 (en) | 2001-09-21 | 2006-07-11 | Matsushita Electric Industrial Co., Ltd. | Agent-based multimedia communication system that supports web telephony call model |
US7080092B2 (en) | 2001-10-18 | 2006-07-18 | Bea Systems, Inc. | Application view component for system integration |
US7088814B1 (en) | 2001-12-13 | 2006-08-08 | Cisco Technology, Inc. | Method and system for automatic call distribution based on network resource availability and agent skills |
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 |
US7110525B1 (en) | 2001-06-25 | 2006-09-19 | Toby Heller | Agent training sensitive call routing system |
US7110523B2 (en) | 2003-05-30 | 2006-09-19 | Interactive Intelligence, Inc. | System and method for distributing and routing calls in a call center |
US20060209797A1 (en) | 1998-02-17 | 2006-09-21 | Nikolay Anisimov | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US7133830B1 (en) | 2001-11-13 | 2006-11-07 | Sr2, Inc. | System and method for supporting platform independent speech applications |
US7136475B1 (en) | 1999-07-27 | 2006-11-14 | Aspect Communications Corporation | Call Management system with call control from user workstation computers |
US7155496B2 (en) | 2001-05-15 | 2006-12-26 | Occam Networks | Configuration management utilizing generalized markup language |
US7155512B2 (en) | 2001-05-23 | 2006-12-26 | Tekelec | Methods and systems for automatically configuring network monitoring system |
US7159224B2 (en) | 2002-04-09 | 2007-01-02 | Sun Microsystems, Inc. | Method, system, and articles of manufacture for providing a servlet container based web service endpoint |
US20070002744A1 (en) | 2005-06-30 | 2007-01-04 | Mewhinney Brian E | System and method for agent queue activation in a contact center |
US7167924B1 (en) | 1996-06-10 | 2007-01-23 | Diebold, Incorporated | Financial transaction processing system and method |
US20070041525A1 (en) | 2005-06-03 | 2007-02-22 | Sonus Networks | Generating call control and dialog elements for telephony service applications using a graphical user interface |
US7184747B2 (en) | 2001-07-25 | 2007-02-27 | Ncr Corporation | System and method for implementing financial transactions using cellular telephone data |
EP1774760A2 (en) | 2004-08-03 | 2007-04-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US7216350B2 (en) | 2000-03-31 | 2007-05-08 | Coppercom, Inc. | Methods and apparatus for call service processing by instantiating an object that executes a compiled representation of a mark-up language description of operations for performing a call feature or service |
US7221377B1 (en) | 2000-04-24 | 2007-05-22 | Aspect Communications | Apparatus and method for collecting and displaying information in a workflow system |
US20070143301A1 (en) | 2005-12-20 | 2007-06-21 | Dung-Han Tran | Remote user interface for external connections |
US7242760B2 (en) | 2000-12-29 | 2007-07-10 | Intel Corporation | Automatic detecting when an agent is available |
US7246009B2 (en) | 2004-02-02 | 2007-07-17 | Glacier Northwest, Inc. | Resource management system, for example, tracking and management system for trucks |
US7254219B1 (en) | 1999-09-14 | 2007-08-07 | Qwest Communications International Inc. | Method and system for online call management |
US7263671B2 (en) | 1998-09-09 | 2007-08-28 | Ricoh Company, Ltd. | Techniques for annotating multimedia information |
US7269263B2 (en) | 2002-12-12 | 2007-09-11 | Bny Trust Company Of Canada | Method of broadband constant directivity beamforming for non linear and non axi-symmetric sensor arrays embedded in an obstacle |
US7283519B2 (en) | 2001-04-13 | 2007-10-16 | Esn, Llc | Distributed edge switching system for voice-over-packet multiservice network |
US20070274495A1 (en) | 2006-05-05 | 2007-11-29 | Timothy Youd | Systems and methods for expert communications |
US20080013531A1 (en) | 1998-11-20 | 2008-01-17 | Elliott Isaac K | Voice over data telecommunications network architecture |
US7363228B2 (en) | 2003-09-18 | 2008-04-22 | Interactive Intelligence, Inc. | Speech recognition system and method |
US7376431B2 (en) | 2002-02-05 | 2008-05-20 | Niedermeyer Brian J | Location based fraud reduction system and method |
US20080130844A1 (en) | 2006-09-01 | 2008-06-05 | Christopher Todd Hubbard | System and method for self-configuring sip-capable device |
US7401112B1 (en) | 1999-05-26 | 2008-07-15 | Aspect Communication Corporation | Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors |
US20080205378A1 (en) | 2007-02-23 | 2008-08-28 | Felix Immanuel Wyss | System and method for recording and monitoring communications using a media server |
US7434204B1 (en) | 2004-07-07 | 2008-10-07 | Liveops, Inc. | Method and apparatus for managing software processes |
US20090089136A1 (en) | 2007-10-02 | 2009-04-02 | Ucn, Inc. | Real-time routing of customers to company representatives in contact handling systems |
US20090227267A1 (en) | 1999-12-01 | 2009-09-10 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Providing Enhanced Communication Capability for Mobile Devices on a Virtual Private Network |
US20090240346A1 (en) | 2008-03-20 | 2009-09-24 | International Business Machines Corporation | Ethernet Virtualization Using Hardware Control Flow Override |
US7609829B2 (en) | 2001-07-03 | 2009-10-27 | Apptera, Inc. | Multi-platform capable inference engine and universal grammar language adapter for intelligent voice application execution |
US7669182B2 (en) | 2000-08-30 | 2010-02-23 | Kevin Garcia | Method and system to maintain a hierarchy of instantiated application objects and process a failed process |
US7672998B1 (en) | 2000-05-16 | 2010-03-02 | Ziplink, Inc. | Apparatus and methods for controlling the transmission of messages |
US7706520B1 (en) | 2005-11-08 | 2010-04-27 | Liveops, Inc. | System and method for facilitating transcription of audio recordings, with auditing |
US7739325B1 (en) | 2000-04-24 | 2010-06-15 | Aspect Software, Inc. | Apparatus and method for extensible real-time workflows |
US20100157979A1 (en) | 2005-12-22 | 2010-06-24 | Nikolay Anisimov | System and Methods for Improving Interaction Routing Performance |
US7764231B1 (en) | 1996-09-09 | 2010-07-27 | Tracbeam Llc | Wireless location using multiple mobile station location techniques |
US7769161B1 (en) | 2003-12-17 | 2010-08-03 | Avaya, Inc. | Contact center |
US7856095B2 (en) | 2006-05-04 | 2010-12-21 | Interactive Intelligence, Inc. | System and method for providing a baseline for quality metrics in a contact center |
US20110099602A1 (en) | 2009-10-28 | 2011-04-28 | Liveops, Inc. | System and method for implementing adaptive security zones |
US20110179304A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for multi-tenancy in contact handling systems |
US20110178946A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for redundancy using snapshots and check pointing in contact handling systems |
US20110179398A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for per-action compiling in contact handling systems |
US8009821B1 (en) | 2006-12-27 | 2011-08-30 | LiveOps. Inc. | Stores as call center resources |
US8059812B1 (en) | 2007-04-13 | 2011-11-15 | Liveops, Inc. | Distributed call-routing systems |
US8068598B1 (en) | 2008-04-02 | 2011-11-29 | Liveops, Inc. | Automatic agent training system |
US20120047266A1 (en) | 2010-08-23 | 2012-02-23 | InContact. Inc. | Multi-tiered media services using cloud computing for globally interconnecting business and customers |
US8126133B1 (en) | 2004-04-01 | 2012-02-28 | Liveops, Inc. | Results-based routing of electronic communications |
US8199891B2 (en) | 2008-02-06 | 2012-06-12 | Interactive Intelligence, Inc. | System and method for remote screen monitoring |
US8223948B2 (en) | 2010-08-23 | 2012-07-17 | Incontact, Inc. | Multi-tiered media services for globally interconnecting businesses and customers |
US8226477B1 (en) | 2008-07-23 | 2012-07-24 | Liveops, Inc. | Automatic simulation of call center scenarios |
US8345856B1 (en) | 2010-12-23 | 2013-01-01 | Five9, Inc. | Method for estimation impact of calls in dialer for predictive dialing |
US8351595B2 (en) | 2010-10-20 | 2013-01-08 | Incontact, Inc. | Restoration of a caller to a previous place in an on-hold queue |
US20130016115A1 (en) | 2011-07-13 | 2013-01-17 | Incontact, Inc. | Activity recording of contact handling system agents |
US8396205B1 (en) | 2012-01-11 | 2013-03-12 | Incontact, Inc. | Systems and methods of supervising contacts |
US8395994B2 (en) | 2009-10-28 | 2013-03-12 | Liveops, Inc. | System and method for adaptive call management |
US20130230160A1 (en) | 1997-02-10 | 2013-09-05 | Igor Neyman | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
-
1997
- 1997-10-14 US US08/949,566 patent/US6480600B1/en not_active Expired - Fee Related
-
2002
- 2002-09-03 US US10/234,691 patent/US6735298B2/en not_active Expired - Lifetime
-
2004
- 2004-05-11 US US10/843,802 patent/US7903807B2/en not_active Ceased
-
2013
- 2013-03-07 US US13/789,640 patent/USRE45606E1/en not_active Expired - Fee Related
Patent Citations (1679)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
AT270486B (en) | 1966-01-11 | 1969-04-25 | Sigri Elektrographit Gmbh | Carbon or graphite bodies with an antioxidant protective layer applied to them, as well as processes for their production |
US3914559A (en) | 1974-11-07 | 1975-10-21 | Bell Telephone Labor Inc | Universal PBX line circuit for key and non-key service |
US4048452A (en) | 1976-05-28 | 1977-09-13 | Bell Telephone Laboratories, Incorporated | Automatic call distribution system |
US4345315A (en) | 1979-01-19 | 1982-08-17 | Msi Data Corporation | Customer satisfaction terminal |
US4290141A (en) | 1979-07-02 | 1981-09-15 | General Electric Company | Electronic voting system |
US4580012A (en) | 1979-11-26 | 1986-04-01 | Vmx, Inc. | Electronic audio communications system with automatic user access features |
US4320256A (en) | 1979-11-27 | 1982-03-16 | Freeman Michael J | Verbally interactive telephone interrogation system with selectible variable decision tree |
US4355207A (en) | 1980-05-30 | 1982-10-19 | Amtel Communications, Inc. | Telephone answering system |
US4555903A (en) | 1980-06-09 | 1985-12-03 | Ronald P. Howell | Internal combustion turbine engine |
US4355372A (en) | 1980-12-24 | 1982-10-19 | Npd Research Inc. | Market survey data collection method |
US4400587A (en) | 1981-08-25 | 1983-08-23 | Rockwell International Corporation | Overflow and diversion to a foreign switch |
US4489438A (en) | 1982-02-01 | 1984-12-18 | National Data Corporation | Audio response system |
US4439636A (en) | 1982-03-09 | 1984-03-27 | Martha Newkirk | Credit card actuated telecommunication access network |
US4517410A (en) | 1982-04-02 | 1985-05-14 | Data Acquisition Services | Automatic user selected variable telephone message record and playback system |
US4539435A (en) | 1982-06-14 | 1985-09-03 | Eckmann Stuart F | Interactive educational system with voice reaction and access using tone-generating telephone |
US4451700A (en) | 1982-08-27 | 1984-05-29 | M. A. Kempner, Inc. | Automatic audience survey system |
JPS647460Y2 (en) | 1982-09-09 | 1989-02-28 | ||
US4667287A (en) | 1982-10-28 | 1987-05-19 | Tandem Computers Incorporated | Multiprocessor multisystem communications network |
US4512011A (en) | 1982-11-01 | 1985-04-16 | At&T Bell Laboratories | Duplicated network arrays and control facilities for packet switching |
US4584602A (en) | 1982-11-08 | 1986-04-22 | Pioneer Ansafone Manufacturing Corporation | Polling system and method using nondedicated telephone lines |
US4528643A (en) | 1983-01-10 | 1985-07-09 | Fpdc, Inc. | System for reproducing information in material objects at a point of sale location |
US4521643A (en) | 1983-01-10 | 1985-06-04 | Northern Telecom Limited | Apparatus for transmitting information via telephone lines |
US4559415A (en) | 1983-02-04 | 1985-12-17 | Alain Bernard | Charging process for selling information by telephone |
US4630200A (en) | 1983-03-01 | 1986-12-16 | Omron Tateisi Electronics Co. | Electronic cash register capable of performing cash-dispensing transactions |
US4587379A (en) | 1983-03-24 | 1986-05-06 | Omron Tateisi Electronics Co. | Card authenticating apparatus for card-based transaction processing system |
US4578700A (en) | 1983-05-25 | 1986-03-25 | Agb Research Plc | Apparatus for storing data relating to television viewing |
US4566030A (en) | 1983-06-09 | 1986-01-21 | Ctba Associates | Television viewer data collection system |
US4567323A (en) | 1983-07-12 | 1986-01-28 | At&T Bell Laboratories | Method and apparatus for providing a plurality of special services |
US4625276A (en) | 1983-08-31 | 1986-11-25 | Vericard Corporation | Data logging and transfer system using portable and resident units |
US4577062A (en) | 1983-09-02 | 1986-03-18 | Butler National Corporation | Method for dispensing information |
US4577067A (en) | 1983-10-05 | 1986-03-18 | Alfred Levy | Remotely controlled telephone hold program system |
US4558180A (en) | 1983-10-25 | 1985-12-10 | At&T Bell Laboratories | Programmable audio mixer |
US4598367A (en) | 1983-11-09 | 1986-07-01 | Financial Design Systems, Inc. | Financial quotation system using synthesized speech |
US4523055A (en) | 1983-11-25 | 1985-06-11 | Pitney Bowes Inc. | Voice/text storage and retrieval system |
US4634809A (en) | 1983-11-28 | 1987-01-06 | Kurt Paulsson | Terminal systems |
US4611094A (en) | 1983-12-01 | 1986-09-09 | At&T Bell Laboratories | Method for customer definable telephone capability |
US4630201A (en) | 1984-02-14 | 1986-12-16 | International Security Note & Computer Corporation | On-line and off-line transaction security system using a code generated from a transaction parameter and a random number |
US4649563A (en) | 1984-04-02 | 1987-03-10 | R L Associates | Method of and means for accessing computerized data bases utilizing a touch-tone telephone instrument |
US4697282A (en) | 1984-04-18 | 1987-09-29 | Golden Enterprises, Inc. | Telephone operator voice storage and retrieval system |
US4603232A (en) | 1984-09-24 | 1986-07-29 | Npd Research, Inc. | Rapid market survey collection and dissemination method |
US4654482A (en) | 1984-10-15 | 1987-03-31 | Deangelis Lawrence J | Home merchandise ordering telecommunications terminal |
US4771425A (en) | 1984-10-29 | 1988-09-13 | Stratacom, Inc. | Synchoronous packet voice/data communication system |
US4674044A (en) | 1985-01-30 | 1987-06-16 | Merrill Lynch, Pierce, Fenner & Smith, Inc. | Automated securities trading system |
EP0193961A2 (en) | 1985-03-08 | 1986-09-10 | Sanyo Electric Co., Ltd. | Information selection device of disc player |
US4785408A (en) | 1985-03-11 | 1988-11-15 | AT&T Information Systems Inc. American Telephone and Telegraph Company | Method and apparatus for generating computer-controlled interactive voice services |
US4756020A (en) | 1985-08-30 | 1988-07-05 | American Telephone And Telegraph Company, At&T Bell Laboratories | Method and apparatus for disallowing the extension of a call through a network |
US4737983A (en) | 1985-10-02 | 1988-04-12 | American Telephone And Telegraph Company Communications, Inc. | Automatic call distributor telephone service |
JPH07115471B2 (en) | 1985-11-08 | 1995-12-13 | キヤノン株式会社 | Inkjet recording device |
US4679189A (en) | 1985-11-27 | 1987-07-07 | American Telephone And Telegraph Company | Alternate routing arrangement |
US4696029A (en) | 1985-12-12 | 1987-09-22 | Telesciences, Inc. | Telephone traffic load control system |
US4763317A (en) | 1985-12-13 | 1988-08-09 | American Telephone And Telegraph Company, At&T Bell Laboratories | Digital communication network architecture for providing universal information services |
JPH0352443Y2 (en) | 1985-12-19 | 1991-11-13 | ||
US4763353A (en) | 1986-02-14 | 1988-08-09 | American Telephone And Telegraph Company | Terminal based adjunct call manager for a communication system |
EP0236013A2 (en) | 1986-02-28 | 1987-09-09 | AT&T Corp. | Call distribution arrangement |
US4763191A (en) | 1986-03-17 | 1988-08-09 | American Telephone And Telegraph Company, At&T Bell Laboratories | Dial-up telephone network equipment for requesting an identified selection |
US4866756A (en) | 1986-04-16 | 1989-09-12 | Call It Co. | Interactive computerized communications systems with voice input and output |
JPS62200956U (en) | 1986-06-12 | 1987-12-21 | ||
JPH0758851B2 (en) | 1986-06-13 | 1995-06-21 | 八木アンテナ株式会社 | Vehicle receiver |
JPH06103058B2 (en) | 1986-06-16 | 1994-12-14 | 東海ゴム工業株式会社 | Torsional damper with excellent burst resistance |
US4852001A (en) | 1986-07-25 | 1989-07-25 | Hitachi, Ltd. | Job scheduling method and system |
US4831518A (en) | 1986-08-26 | 1989-05-16 | Bull Hn Information Systems Inc. | Multiprocessor interrupt rerouting mechanism |
US4811382A (en) | 1986-09-05 | 1989-03-07 | Sleevi Neil F | Method and apparatus for applying messages in a telecommunications network |
US4943995A (en) | 1986-10-08 | 1990-07-24 | At&T Bell Laboratories | Semi-automated customer information system |
US4788715A (en) | 1986-10-16 | 1988-11-29 | American Telephone And Telegraph Company At&T Bell Laboratories | Announcing waiting times in queuing systems |
JPS63149955U (en) | 1987-03-20 | 1988-10-03 | ||
US5175800A (en) | 1987-03-23 | 1992-12-29 | Case Group Plc | Expert and data base system and method for communications network |
US4812843A (en) | 1987-05-04 | 1989-03-14 | Champion Iii C Paul | Telephone accessible information system |
US5231670A (en) | 1987-06-01 | 1993-07-27 | Kurzweil Applied Intelligence, Inc. | Voice controlled system and method for generating text from a voice controlled input |
US4757267A (en) | 1987-06-17 | 1988-07-12 | Applied Telematics, Inc. | Telephone system for connecting a customer to a supplier of goods |
US4757267B1 (en) | 1987-06-17 | 1991-05-21 | Applied Telematics Inc | |
US4924488A (en) | 1987-07-28 | 1990-05-08 | Enforcement Support Incorporated | Multiline computerized telephone monitoring system |
US4893328A (en) | 1987-07-31 | 1990-01-09 | Microvoice Systems Corporation | Automated telephone operator overflow device |
JPS6477265A (en) | 1987-09-18 | 1989-03-23 | Toshiba Corp | Telephone device |
US5095504A (en) | 1987-10-01 | 1992-03-10 | Canon Kabushiki Kaisha | Telephone and telephone system having temporary transfer and hold-release functions |
JPH0644157Y2 (en) | 1987-11-20 | 1994-11-14 | 三洋電機株式会社 | Electronic component automatic mounting device |
US4994985A (en) | 1987-12-23 | 1991-02-19 | International Business Machines Corporation | Methods of appending a reply in an electronic mail system |
US4908850B1 (en) | 1988-01-11 | 1995-02-07 | American Communications & Engi | Voice services network with automated billing |
US4908850A (en) | 1988-01-11 | 1990-03-13 | American Communications & Engineering, Inc. | Voice services network with automated billing |
JPH0440723Y2 (en) | 1988-03-28 | 1992-09-24 | ||
US4829563A (en) | 1988-04-07 | 1989-05-09 | Teknekron Infoswitch Corporation | Method for predictive dialing |
US4881261A (en) | 1988-06-29 | 1989-11-14 | Rockwell International Corporation | Method for predictive pacing of calls in a calling system |
US5208745A (en) | 1988-07-25 | 1993-05-04 | Electric Power Research Institute | Multimedia interface and method for computer system |
US4897866A (en) | 1988-10-19 | 1990-01-30 | American Telephone And Telegraph Company, At&T Bell Laboratories | Telecommunication system with subscriber controlled feature modification |
US5020095A (en) | 1988-11-16 | 1991-05-28 | Dytel Corporation | Interactive call distribution processor |
EP0376517A2 (en) | 1988-12-29 | 1990-07-04 | AT&T Corp. | Telephone agent call management system |
US5062103A (en) | 1988-12-29 | 1991-10-29 | At&T Bell Laboratories | Telephone agent call management system |
US5017917A (en) | 1988-12-30 | 1991-05-21 | At&T Bell Laboratories | Restriction of communication service accessibility among subscriber communities |
US5073890A (en) | 1988-12-30 | 1991-12-17 | At&T Bell Laboratories | Remote agent operation for automatic call distributors |
JPH02298154A (en) | 1988-12-30 | 1990-12-10 | American Teleph & Telegr Co <Att> | Telephone call automatic distributor and switched network service of the same |
US5726984A (en) | 1989-01-31 | 1998-03-10 | Norand Corporation | Hierarchical data collection network supporting packetized voice communications among wireless terminals and telephones |
US4896345A (en) | 1989-02-16 | 1990-01-23 | Thorne Donald J | Call handling system |
US5117225A (en) | 1989-05-01 | 1992-05-26 | Summit Micro Design | Computer display screen monitoring system |
US4972461A (en) | 1989-09-20 | 1990-11-20 | At&T Bell Laboratories | Call message delivery system and method |
EP0420779A2 (en) | 1989-09-25 | 1991-04-03 | International Business Machines Corporation | User selectable electronic mail management method |
US5566294A (en) | 1989-09-29 | 1996-10-15 | Hitachi, Ltd. | Method for visual programming with aid of animation |
US4953204A (en) | 1989-10-17 | 1990-08-28 | At&T Bell Laboratories | Multilocation queuing for telephone calls |
EP0424015A2 (en) | 1989-10-17 | 1991-04-24 | AT&T Corp. | Multilocation queuing for telephone calls |
JPH0746321Y2 (en) | 1989-10-24 | 1995-10-25 | 日本真空技術株式会社 | Centrifugal vacuum evaporator |
US5001710A (en) | 1989-10-24 | 1991-03-19 | At&T Bell Laboratories | Customer programmable automated integrated voice/data technique for communication systems |
US5008930A (en) | 1989-10-24 | 1991-04-16 | At&T Bell Laboratories | Customer definable integrated voice/data call transfer technique |
EP0425161A2 (en) | 1989-10-24 | 1991-05-02 | AT&T Corp. | Customer definable integrated voice/data call transfer technique |
EP0425163A2 (en) | 1989-10-24 | 1991-05-02 | AT&T Corp. | Customer programmable automated integrated voice/data technique for communication systems |
JPH03160865A (en) | 1989-11-03 | 1991-07-10 | Internatl Business Mach Corp <Ibm> | Method processing telephone calling and device therefor |
JPH03177144A (en) | 1989-11-27 | 1991-08-01 | Unifi Commun Corp | Method and system of automatic call transmission |
US5168515A (en) | 1989-11-27 | 1992-12-01 | Unifi Communications Corporation | Switchless automatic call distribution system |
US5036535A (en) | 1989-11-27 | 1991-07-30 | Unifi Communications Corporation | Switchless automatic call distribution system |
US5274700A (en) | 1989-11-27 | 1993-12-28 | Unifi Communications Corporation | Methods of automatically rerouting an incoming telephone call placed over a network |
US5271058A (en) | 1989-11-27 | 1993-12-14 | Unifi Communications Corporation | Switchless automatic call distribution system used with a combination of networks |
US5058152A (en) | 1989-12-12 | 1991-10-15 | The Telephone Connection | Anonymous interactive telephone system having direct connect feature |
US5155761A (en) | 1990-01-26 | 1992-10-13 | Intervoice, Inc. | Automatic call back system and method of operation |
US5136633A (en) | 1990-01-30 | 1992-08-04 | Visa International Service Association | International authorization system |
US5510829A (en) | 1990-03-15 | 1996-04-23 | Canon Kabushiki Kaisha | Voice and video communication apparatus |
JPH0669988B2 (en) | 1990-03-26 | 1994-09-07 | 株式会社ジャパンエナジー | Ester compound and liquid crystal composition containing the same |
US5253288A (en) | 1990-03-28 | 1993-10-12 | At&T Bell Laboratories | Alternate destination call redirection for telecommunications systems |
US5384829A (en) | 1990-05-07 | 1995-01-24 | Unisys Corporation | Digital computer platform for supporting telephone network applications |
USRE36416E (en) | 1990-06-05 | 1999-11-30 | Inventions, Inc. | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
US5214688A (en) | 1990-06-05 | 1993-05-25 | Inventions, Inc. | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
US5689229A (en) | 1990-07-27 | 1997-11-18 | Executone Information Systems Inc. | Patient care and communication system |
US5181239A (en) | 1990-08-09 | 1993-01-19 | Rolm Systems | Call tagging user information in a telephonic environment |
US5363507A (en) | 1990-08-13 | 1994-11-08 | Hitachi, Ltd. | Method and system for storing and retrieving collaboratively processed information by associated identification data |
US5274782A (en) | 1990-08-27 | 1993-12-28 | International Business Machines Corporation | Method and apparatus for dynamic detection and routing of non-uniform traffic in parallel buffered multistage interconnection networks |
US5343477A (en) | 1990-09-17 | 1994-08-30 | Omron Corporation | Data processing system with data transmission failure recovery measures |
US5181236A (en) | 1990-09-25 | 1993-01-19 | Rockwell International Corporation | Automatic call returning method for call distributor with message record capability |
US5212727A (en) | 1990-09-26 | 1993-05-18 | At&T Bell Laboratories | Queuing trigger in call processing |
US5583922A (en) | 1990-09-27 | 1996-12-10 | Radish Communication Systems, Inc. | Telecommunication system for automatic switching between voice and visual data communications using forms |
US5911134A (en) | 1990-10-12 | 1999-06-08 | Iex Corporation | Method for planning, scheduling and managing personnel |
JPH0466858U (en) | 1990-10-19 | 1992-06-12 | ||
WO1992008194A1 (en) | 1990-11-06 | 1992-05-14 | Societe D'etudes Et De Realisations Electroniques | Estimative control system for a group of work stations |
US5299260A (en) | 1990-11-20 | 1994-03-29 | Unifi Communications Corporation | Telephone call handling system |
US5315709A (en) | 1990-12-03 | 1994-05-24 | Bachman Information Systems, Inc. | Method and apparatus for transforming objects in data models |
US5496392A (en) | 1990-12-21 | 1996-03-05 | Enviroscience | Method of recycling industrial waste |
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 |
FR2671252A1 (en) | 1991-01-02 | 1992-07-03 | American Telephone & Telegraph | FREE TELEPHONE CALLING SERVICE USING ISDN WITH POSSIBILITY OF IMAGE INFORMATION TRANSMISSION. |
US5249223A (en) | 1991-01-03 | 1993-09-28 | At&T Bell Laboratories | Call-load-control arrangement for an emergency-call-answering center |
US5734981A (en) | 1991-01-17 | 1998-03-31 | Highwaymaster Communications, Inc. | Method and apparatus for call delivery to a mobile unit |
US5164983A (en) | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management 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 |
JPH04265049A (en) | 1991-02-20 | 1992-09-21 | Toshiba Corp | Telephone system |
US5261096A (en) | 1991-03-01 | 1993-11-09 | Bull Hn Information Systems Inc. | Interprocess message passing method in a distributed digital data system |
US5852814A (en) | 1991-03-04 | 1998-12-22 | Inference Corporation | Autonomous learning and reasoning agent |
US5278977A (en) | 1991-03-19 | 1994-01-11 | Bull Hn Information Systems Inc. | Intelligent node resident failure test and response in a multi-node system |
JPH0646150Y2 (en) | 1991-03-29 | 1994-11-24 | 株式会社ノーリツ | Wireless remote control holding structure |
US5283638A (en) | 1991-04-25 | 1994-02-01 | Compuadd Corporation | Multimedia computing and telecommunications workstation |
JPH04336742A (en) | 1991-05-14 | 1992-11-24 | Fujitsu Ltd | Exchange service control system |
US5202828A (en) | 1991-05-15 | 1993-04-13 | Apple Computer, Inc. | User interface system having programmable user interface elements |
US5309505A (en) | 1991-05-20 | 1994-05-03 | Inventions, Inc. | Automated voice system for improving agent efficiency and improving service to parties on hold |
EP0515068A2 (en) | 1991-05-20 | 1992-11-25 | Inventions, Inc. | Automated voice system for improving agent efficiency and for improving service to parties on hold |
US5278898A (en) | 1991-05-30 | 1994-01-11 | Davox Corporation | System for managing a hold queue |
US5535211A (en) | 1991-05-30 | 1996-07-09 | Ricoh Company, Ltd. | Communications network control method |
US5455903A (en) | 1991-05-31 | 1995-10-03 | Edify Corp. | Object oriented customer information exchange system and method |
JPH04371056A (en) | 1991-06-20 | 1992-12-24 | Fujitsu Ltd | Incoming precedence determining system |
US5301320A (en) | 1991-06-28 | 1994-04-05 | Digital Equipment Corporation | Workflow management and control system |
US5291552A (en) | 1991-07-30 | 1994-03-01 | At&T Bell Laboratories | Distribution of calls among automatic call distributors of a single large customer |
EP0528732A1 (en) | 1991-08-21 | 1993-02-24 | Matra Communication | Videophone method and installation |
US5764898A (en) | 1991-09-03 | 1998-06-09 | Hitachi, Ltd. | System for task tracking and controlling electronic mail |
EP0532972A1 (en) | 1991-09-18 | 1993-03-24 | Siemens Aktiengesellschaft | Method and data communication terminal for establishing data connections in an ISDN communication system |
US5673304A (en) | 1991-09-23 | 1997-09-30 | Ac Corporation | Programmable emergency communication system including automatic dialer |
US5802283A (en) | 1991-09-27 | 1998-09-01 | Bell Atlantic Network Services, Inc. | Method and system for accessing multimedia data over public switched telephone network |
US5625404A (en) | 1991-09-27 | 1997-04-29 | Bell Atlantic Network Services | Method and system for accessing multimedia data over public switched telephone network |
US5299259A (en) | 1991-09-27 | 1994-03-29 | At&T Bell Laboratories | Distributing calls over serving centers of a large customer |
US5355474A (en) | 1991-09-27 | 1994-10-11 | Thuraisngham Bhavani M | System for multilevel secure database management using a knowledge base with release-based and other security constraints for query, response and update modification |
US5359649A (en) | 1991-10-02 | 1994-10-25 | Telefonaktiebolaget L M Ericsson | Congestion tuning of telecommunications networks |
US5802253A (en) | 1991-10-04 | 1998-09-01 | Banyan Systems Incorporated | Event-driven rule-based messaging system |
US5627764A (en) | 1991-10-04 | 1997-05-06 | Banyan Systems, Inc. | Automatic electronic messaging system with feedback and work flow administration |
US5283856A (en) | 1991-10-04 | 1994-02-01 | Beyond, Inc. | Event-driven rule-based messaging system |
US5815566A (en) | 1991-10-10 | 1998-09-29 | Executone Information Systems, Inc. | Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments |
EP0539105A2 (en) | 1991-10-23 | 1993-04-28 | AT&T Corp. | Automatic customer call back for automatic call distribution systems |
JPH06291877A (en) | 1991-10-23 | 1994-10-18 | American Teleph & Telegr Co <Att> | Method for trade by telephone, and system thereof |
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 |
US5367329A (en) | 1991-10-24 | 1994-11-22 | Fujitsu Limited | Accounting system in network for offering video programs |
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 |
US5256863A (en) | 1991-11-05 | 1993-10-26 | Comark Technologies, Inc. | In-store universal control system |
US5179589A (en) | 1991-11-27 | 1993-01-12 | International Telesystems Corporation | Call progress pacing |
US5802314A (en) | 1991-12-17 | 1998-09-01 | Canon Kabushiki Kaisha | Method and apparatus for sending and receiving multimedia messages |
US5369695A (en) | 1992-01-06 | 1994-11-29 | At&T Corp. | Method of redirecting a telephone call to an alternate destination |
US5555426A (en) | 1992-01-08 | 1996-09-10 | International Business Machines Corporation | Method and apparatus for disseminating messages to unspecified users in a data processing system |
US5247569A (en) | 1992-01-13 | 1993-09-21 | Intervoice, Inc. | System and method for controlling outbound and inbound calls in a telephone communication system |
US5561841A (en) | 1992-01-23 | 1996-10-01 | Nokia Telecommunication Oy | Method and apparatus for planning a cellular radio network by creating a model on a digital map adding properties and optimizing parameters, based on statistical simulation results |
US5402474A (en) | 1992-03-05 | 1995-03-28 | International Business Machines Corporation | System, data processing method and program to provide a programmable interface between a workstation and an archive server to automatically store telephone transaction information |
EP0568770A2 (en) | 1992-03-05 | 1993-11-10 | International Business Machines Corporation | A system for automatically storing telephone transaction information |
US20020013150A1 (en) | 1992-03-06 | 2002-01-31 | Aircell, Inc. | Virtual private network for cellular communications |
US5768360A (en) | 1992-03-09 | 1998-06-16 | Advantis | Subscriber call routing processing system |
EP0559979A2 (en) | 1992-03-09 | 1993-09-15 | Advantis | Subscriber call routing process system |
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 |
US5826040A (en) | 1992-03-24 | 1998-10-20 | Texas Instruments Incorporated | Method and system for production planning |
US5333266A (en) | 1992-03-27 | 1994-07-26 | International Business Machines Corporation | Method and apparatus for message handling in computer systems |
US5463685A (en) | 1992-04-01 | 1995-10-31 | At&T Ipm Corp. | Network based outbound call management |
US5630127A (en) | 1992-05-15 | 1997-05-13 | International Business Machines Corporation | Program storage device and computer program product for managing an event driven management information system with rule-based application structure stored in a relational database |
US5889474A (en) | 1992-05-18 | 1999-03-30 | Aeris Communications, Inc. | Method and apparatus for transmitting subject status information over a wireless communications network |
US5982870A (en) | 1992-05-26 | 1999-11-09 | Bell Atlantic Network Services, Inc. | Method for concurrently establishing switch redirection for multiple lines of the public telephone network |
US5754655A (en) | 1992-05-26 | 1998-05-19 | Hughes; Thomas S. | System for remote purchase payment and remote bill payment transactions |
US5958064A (en) | 1992-06-20 | 1999-09-28 | International Business Machines Corporation | Multiple node dual level error recovery system and method |
US6463148B1 (en) | 1992-06-25 | 2002-10-08 | Apropos Technology | Blending communications in a call center |
US6173052B1 (en) | 1992-06-25 | 2001-01-09 | Apropros Technology | Blending communications in a call center |
US5724418A (en) | 1992-06-25 | 1998-03-03 | Teledata Solutions, Inc. | Call distributor |
US5444774A (en) | 1992-06-26 | 1995-08-22 | At&T Corp. | Interactive queuing sytem for call centers |
US5280625A (en) | 1992-06-26 | 1994-01-18 | Hughes Aircraft Company | Communication system and method for linking data terminals and their host computers through a satellite or other wide area network |
US5799067A (en) | 1992-06-29 | 1998-08-25 | Elonex I.P. Holdings Ltd. | Smart phone integration with computer systems |
US5535323A (en) | 1992-06-29 | 1996-07-09 | Digital Equipment Corporation | Method of and system for displaying context sensitive and application independent help information |
US5329583A (en) | 1992-06-30 | 1994-07-12 | At&T Bell Laboratories | Enhanced automatic call distribution system operation |
US5392400A (en) | 1992-07-02 | 1995-02-21 | International Business Machines Corporation | Collaborative computing system using pseudo server process to allow input from different server processes individually and sequence number map for maintaining received data sequence |
WO1994001959A1 (en) | 1992-07-09 | 1994-01-20 | Davox Corporation | Telephony system with supervisory management center and parameter testing with alerts |
US5285494A (en) | 1992-07-31 | 1994-02-08 | Pactel Corporation | Network management system |
US5311583A (en) | 1992-08-05 | 1994-05-10 | At&T Bell Laboratories | International priority calling system with callback features |
US5384766A (en) | 1992-09-21 | 1995-01-24 | Fujitsu Limited | LAN management system in electronic switching apparatus |
US6052514A (en) | 1992-10-01 | 2000-04-18 | Quark, Inc. | Distributed publication system with simultaneous separate access to publication data and publication status information |
JPH06121051A (en) | 1992-10-06 | 1994-04-28 | Fujitsu Ltd | Compound exchange controller for providing cooperation between data terminal and telephone terminal |
US5469504A (en) | 1992-10-14 | 1995-11-21 | Blaha; David L. | Automatic call distribution with intersubnetwork customer information transfer system and method |
US5467391A (en) | 1992-10-21 | 1995-11-14 | Digital Systems International, Inc. | Integrated intelligent call blending |
US5335268A (en) | 1992-10-22 | 1994-08-02 | Mci Communications Corporation | Intelligent routing of special service telephone traffic |
US5440719A (en) | 1992-10-27 | 1995-08-08 | Cadence Design Systems, Inc. | Method simulating data traffic on network in accordance with a client/sewer paradigm |
US5288147A (en) | 1992-11-09 | 1994-02-22 | Ta Instruments, Inc. | Thermopile differential thermal analysis sensor |
US5590188A (en) | 1992-11-09 | 1996-12-31 | Iex Corporation | Rules-based call routing |
US5649105A (en) | 1992-11-10 | 1997-07-15 | Ibm Corp. | Collaborative working in a network |
GB2273225A (en) | 1992-11-11 | 1994-06-08 | Rockwell International Corp | Telephone switching system which is programmable at the user location |
US5274635A (en) | 1992-11-18 | 1993-12-28 | Stratacom, Inc. | Method and apparatus for aligning a digital communication data stream across a cell network |
US5737595A (en) | 1992-11-24 | 1998-04-07 | Io Research Pty. Limited | Distributed database system and database receiver therefor |
US5422813A (en) | 1992-12-17 | 1995-06-06 | Stanford Telecommunications, Inc. | No-outage GPS/commercial RF positioning system |
US5752059A (en) | 1992-12-29 | 1998-05-12 | Apple Computer, Inc. | Apparatus and method for representing electronic mail |
US5450482A (en) | 1992-12-29 | 1995-09-12 | At&T Corp. | Dynamic network automatic call distribution |
EP0610625A2 (en) | 1992-12-29 | 1994-08-17 | AT&T Corp. | Dynamic network automatic call distribution |
JPH06261129A (en) | 1993-01-14 | 1994-09-16 | American Teleph & Telegr Co <Att> | Apparatus and method for automatizing function of communicating and observing call center personnel schedule |
US5343518A (en) | 1993-01-14 | 1994-08-30 | Davox Corporation | System and method for controlling the dialing order of call record lists in an automated dialing system |
US5495522A (en) | 1993-02-01 | 1996-02-27 | Multilink, Inc. | Method and apparatus for audio teleconferencing a plurality of phone channels |
US5592542A (en) | 1993-02-02 | 1997-01-07 | Fujitsu Limited | Call distribution control method and call distribution control system |
US5392328A (en) | 1993-02-04 | 1995-02-21 | Bell Communications Research, Inc. | System and method for automatically detecting root causes of switching connection failures in a telephone network |
US6073109A (en) | 1993-02-08 | 2000-06-06 | Action Technologies, Inc. | Computerized method and system for managing business processes using linked workflows |
US5479487A (en) | 1993-02-11 | 1995-12-26 | Intervoice Limited Partnership | Calling center employing unified control system |
JPH0666830U (en) | 1993-02-15 | 1994-09-20 | アイダエンジニアリング株式会社 | Feed bar support device |
US5848131A (en) | 1993-02-22 | 1998-12-08 | Murex Securities, Ltd. | Automatic information and routing system for telephonic services |
US5544220A (en) | 1993-02-23 | 1996-08-06 | Eis International, Inc. | System for integrating a stand alone inbound automatic call distributor and an outbound automatic call dialer |
US5745878A (en) | 1993-02-23 | 1998-04-28 | Fujitsu Limited | Business requirement handling apparatus |
US5425093A (en) | 1993-02-23 | 1995-06-13 | International Telesystems Corporation | System for integrating a stand alone inbound automatic call distributor and a outbound automatic call dialer |
US5844980A (en) | 1993-03-03 | 1998-12-01 | Siemens Business Communication Systems, Inc. | Queue managing system and method |
US5327486A (en) | 1993-03-22 | 1994-07-05 | Bell Communications Research, Inc. | Method and system for managing telecommunications such as telephone calls |
US5426594A (en) | 1993-04-02 | 1995-06-20 | Motorola, Inc. | Electronic greeting card store and communication system |
US5539811A (en) | 1993-04-13 | 1996-07-23 | Matsushita Electric Industrial Co., Ltd. | Visual communication terminal apparatus for performing multiplex transmission of image and audio signals |
US5444823A (en) | 1993-04-16 | 1995-08-22 | Compaq Computer Corporation | Intelligent search engine for associated on-line documentation having questionless case-based knowledge base |
US5392345A (en) | 1993-04-30 | 1995-02-21 | At&T Corp. | Work at home ACD agent network |
JPH06334748A (en) | 1993-04-30 | 1994-12-02 | American Teleph & Telegr Co <Att> | Service providing method for distributing incoming messages to presons treated as ones at home, and equipment therefor |
AT401736B (en) | 1993-05-06 | 1996-11-25 | Hans Tropper Maschinen Und Anl | Mixing device for mixing material which can be trickled or poured |
US5517620A (en) | 1993-05-19 | 1996-05-14 | Nec Corporation | Dynamic updating of routing information for routing packets between LAN's connected to a plurality of routers via a public network |
US5392277A (en) | 1993-06-11 | 1995-02-21 | At&T Corp. | Routing to intelligence |
WO1994029995A1 (en) | 1993-06-14 | 1994-12-22 | Motorola Inc. | Cellular communication system having information retrieval and method therefor |
US5937051A (en) | 1993-07-08 | 1999-08-10 | Teknekron Infoswitch Corporation | Method and system for transferring calls and call-related data between a plurality of call centers |
US5555299A (en) | 1993-07-08 | 1996-09-10 | Teknekron Infoswitch Corporation | Method and system for transferring calls and call-related data between a plurality of call centers |
US5684870A (en) | 1993-07-08 | 1997-11-04 | Teknekron Infoswitch Corporation | Method and system for transferring calls and call-related data between a plurality of call centers |
US5488648A (en) | 1993-08-17 | 1996-01-30 | Telefonaktiebolaget L M Ericsson | Behavior monitoring and analyzing system for stored program controlled switching system |
US5384771A (en) | 1993-08-27 | 1995-01-24 | At&T Corp. | Multimedia call configuration system |
US5559868A (en) | 1993-08-30 | 1996-09-24 | Lucent Technologies Inc. | Method for sending and receiving video images |
EP0647050A2 (en) | 1993-09-01 | 1995-04-05 | Teknekron Infoswitch Corporation | Method and systems for integrating a plurality of call center agent performance enhancement modules |
US5621789A (en) | 1993-09-01 | 1997-04-15 | Teknekron Infoswitch Corporation | Method and system for integrating a plurality of call center agent performance enhancement modules |
US5625676A (en) | 1993-09-13 | 1997-04-29 | Active Voice Corporation | Method and apparatus for monitoring a caller's name while using a telephone |
US5524047A (en) | 1993-09-15 | 1996-06-04 | Cirrus Logic, Inc. | Method and apparatus for emulating telephonic communications with a modem and headset |
WO1995008236A2 (en) | 1993-09-17 | 1995-03-23 | Executone Information Systems, Inc. | Telephone call center |
US6058163A (en) | 1993-09-22 | 2000-05-02 | Teknekron Infoswitch Corporation | Method and system for monitoring call center service representatives |
US5946375A (en) | 1993-09-22 | 1999-08-31 | Teknekron Infoswitch Corporation | Method and system for monitoring call center service representatives |
US5535256A (en) | 1993-09-22 | 1996-07-09 | Teknekron Infoswitch Corporation | Method and system for automatically monitoring the performance quality of call center service representatives |
US5696811A (en) | 1993-09-22 | 1997-12-09 | Teknekron Infoswitch Corporation | Method and system for automatically monitoring the performance quality of call center service representatives |
EP0647051A1 (en) | 1993-09-30 | 1995-04-05 | AT&T Corp. | Telecommunication network with integrated network-wide automatic call distribution |
US5633924A (en) | 1993-09-30 | 1997-05-27 | Lucent Technologies Inc. | Telecommunication network with integrated network-wide automatic call distribution |
JPH07170546A (en) | 1993-09-30 | 1995-07-04 | At & T Corp | Automatic call distribution network |
US5598532A (en) | 1993-10-21 | 1997-01-28 | Optimal Networks | Method and apparatus for optimizing computer networks |
US5748907A (en) | 1993-10-25 | 1998-05-05 | Crane; Harold E. | Medical facility and business: automatic interactive dynamic real-time management |
US5497371A (en) | 1993-10-26 | 1996-03-05 | Northern Telecom Limited | Digital telecommunication link for efficiently transporting mixed classes of packets |
US5384841A (en) | 1993-10-27 | 1995-01-24 | Rockwell International Corporation | Automatic call distribution network with call overload system and method |
US6002396A (en) | 1993-10-27 | 1999-12-14 | Davies; Trevor Bryan | System and method for defining a process structure for performing a task |
JPH09504394A (en) | 1993-10-27 | 1997-04-28 | ロジカル ウォーター リミテッド | System and method for defining a process structure for task execution |
US5917898A (en) | 1993-10-28 | 1999-06-29 | British Telecommunications Public Limited Company | Telecommunications network traffic management system |
US5617570A (en) | 1993-11-03 | 1997-04-01 | Wang Laboratories, Inc. | Server for executing client operation calls, having a dispatcher, worker tasks, dispatcher shared memory area and worker control block with a task memory for each worker task and dispatcher/worker task semaphore communication |
US5481616A (en) | 1993-11-08 | 1996-01-02 | Sparkomatic Corporation | Plug-in sound accessory for portable computers |
US5436965A (en) | 1993-11-16 | 1995-07-25 | Automated Systems And Programming, Inc. | Method and system for optimization of telephone contact campaigns |
US5621790A (en) | 1993-11-16 | 1997-04-15 | Aspi Software Development Company , Llc | Method and system for optimization of telephone contact campaigns |
US5889799A (en) | 1993-11-16 | 1999-03-30 | Centerforce Technologies, Inc. | Method and system for optimization of telephone contact campaigns |
US5450483A (en) | 1993-11-18 | 1995-09-12 | British Telecommunications P.L.C. | Method of controlling overloads in a telecommunications network |
US6157653A (en) | 1993-11-19 | 2000-12-05 | Motorola Inc. | Method and apparatus for adaptive smoothing delay for packet voice applications |
JPH07170288A (en) | 1993-12-15 | 1995-07-04 | Hitachi Ltd | Voice communication system and voice communication method |
US5604737A (en) | 1993-12-15 | 1997-02-18 | Hitachi, Ltd. | Voice communication system and voice communication method |
EP0660573A2 (en) | 1993-12-27 | 1995-06-28 | AT&T Corp. | Revertive calling automatic call distributor |
US5528678A (en) | 1993-12-27 | 1996-06-18 | At&T Corp. | Revertive calling automatic call distributor |
US5497317A (en) | 1993-12-28 | 1996-03-05 | Thomson Trading Services, Inc. | Device and method for improving the speed and reliability of security trade settlements |
US5491783A (en) | 1993-12-30 | 1996-02-13 | International Business Machines Corporation | Method and apparatus for facilitating integrated icon-based operations in a data processing system |
US5428608A (en) | 1993-12-30 | 1995-06-27 | At&T Corp. | Call connection technique |
US5414762A (en) | 1994-01-18 | 1995-05-09 | Q.Sys International, Inc. | Telephony controller with functionality command converter |
US6014138A (en) | 1994-01-21 | 2000-01-11 | Inprise Corporation | Development system with methods for improved visual programming with hierarchical object explorer |
US5459780A (en) | 1994-01-31 | 1995-10-17 | At&T Ipm Corp. | Work at home agent ACD call distribution |
WO1995020860A1 (en) | 1994-01-31 | 1995-08-03 | At & T Corp. | Work at home agent acd call distribution |
US5533115A (en) | 1994-01-31 | 1996-07-02 | Bell Communications Research, Inc. | Network-based telephone system providing coordinated voice and data delivery |
US5436967A (en) | 1994-02-01 | 1995-07-25 | At&T Corp. | Held party call-back arrangement |
US5633920A (en) | 1994-02-10 | 1997-05-27 | Elonex I.P. Holdings, Ltd. | Smart phone |
US5841854A (en) | 1994-02-16 | 1998-11-24 | Priority Call Management, Inc. | Wireless telephone integration system and method for call centers and workgroups |
US5655015A (en) | 1994-02-18 | 1997-08-05 | Aurora Systems, Inc. | Computer-telephone integration system |
US5425091A (en) | 1994-02-28 | 1995-06-13 | U S West Technologies, Inc. | Method and system for providing an automatic customer callback service |
US5570420A (en) | 1994-03-01 | 1996-10-29 | Bell Communications Research, Inc. | Customer premise equipment network integrator |
US5533107A (en) | 1994-03-01 | 1996-07-02 | Bellsouth Corporation | Method for routing calls based on predetermined assignments of callers geographic locations |
US5444767A (en) | 1994-03-09 | 1995-08-22 | Gregory J. Goetcheus | Systems and methods for recording and delivering personalized audio messages |
US5561711A (en) | 1994-03-09 | 1996-10-01 | Us West Technologies, Inc. | Predictive calling scheduling system and method |
US5577105A (en) | 1994-03-11 | 1996-11-19 | U.S. Robotics, Inc. | Telephone call routing and switching techniques for data communications |
US5625682A (en) | 1994-03-15 | 1997-04-29 | Mitel Corporation | Help desk improvement |
US5533108A (en) | 1994-03-18 | 1996-07-02 | At&T Corp. | Method and system for routing phone calls based on voice and data transport capability |
US5557667A (en) | 1994-03-18 | 1996-09-17 | At&T | Method and system for multi-channel data automatic call distribution for sequentially launched calls |
JPH07262104A (en) | 1994-03-18 | 1995-10-13 | Fujitsu Ltd | Electronic mail linkage processor |
US5563937A (en) | 1994-03-18 | 1996-10-08 | At&T | Method and system for multi-channel data automatic call distribution |
US5497373A (en) | 1994-03-22 | 1996-03-05 | Ericsson Messaging Systems Inc. | Multi-media interface |
US5493564A (en) | 1994-03-25 | 1996-02-20 | Sprint International Communications Corp. | Method and apparatus for global routing of electronic messages |
US5537470A (en) | 1994-04-06 | 1996-07-16 | At&T Corp. | Method and apparatus for handling in-bound telemarketing calls |
US5642411A (en) | 1994-04-25 | 1997-06-24 | Illinois Technology Transfer Llc | Anticipatory call distributor |
US5533103A (en) | 1994-04-28 | 1996-07-02 | Electronic Information Systems, Inc. | Calling system and method |
US5873032A (en) | 1994-04-28 | 1999-02-16 | Metro One Telecommunications, Inc. | Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page |
US6366586B1 (en) | 1994-05-05 | 2002-04-02 | Sprint Communications Company L.P. | Method, system and apparatus for telecommunications control |
US5559878A (en) | 1994-05-23 | 1996-09-24 | Teltrust, Inc. | Telephonic communications answering and callback processing system |
US6330426B2 (en) | 1994-05-23 | 2001-12-11 | Stephen J. Brown | System and method for remote education using a memory card |
US5465286A (en) | 1994-05-24 | 1995-11-07 | Executone Information Systems, Inc. | Apparatus for supervising an automatic call distribution telephone system |
WO1995033325A2 (en) | 1994-05-24 | 1995-12-07 | Executone Information Systems, Inc. | Apparatus for supervising an automatic call distribution telephone system |
JPH07319538A (en) | 1994-05-30 | 1995-12-08 | Nissin Electric Co Ltd | Monitoring device |
US5592543A (en) | 1994-06-01 | 1997-01-07 | Davox Corporation | Method and system for allocating agent resources to a telephone call campaign |
US5790650A (en) | 1994-06-01 | 1998-08-04 | Davox Corporation | Telephone call center management system which supports multi-user and separate private applications |
US5495523A (en) | 1994-06-01 | 1996-02-27 | Davox Corporation | Method for low priority telephony system assisted dialing |
US5784452A (en) | 1994-06-01 | 1998-07-21 | Davox Corporation | Telephony call center with agent work groups |
JPH07336447A (en) | 1994-06-06 | 1995-12-22 | Fujitsu Ltd | Line select method for electronic exchange |
US5519773A (en) | 1994-06-07 | 1996-05-21 | Siemens Colm Communications Inc. | Call sharing for inbound and outbound call center agents |
US5473680A (en) | 1994-06-14 | 1995-12-05 | Bell Communications Research, Inc. | Methods and apparatus for interfacing with application programs to manage multimedia multiparty communications |
US5842131A (en) | 1994-06-29 | 1998-11-24 | Casio Computer Co., Ltd. | System for conforming position of moving terminal |
US5553133A (en) | 1994-06-30 | 1996-09-03 | Siemens Rolm Communications, Inc. | System and method for predictive outdialing |
US5624265A (en) | 1994-07-01 | 1997-04-29 | Tv Interactive Data Corporation | Printed publication remote contol for accessing interactive media |
US5506898A (en) | 1994-07-12 | 1996-04-09 | At&T Corp. | Expected wait-time indication arrangement |
US5475813A (en) | 1994-07-18 | 1995-12-12 | International Business Machines Corporation | Routing transactions in the presence of failing servers |
JPH0846699A (en) | 1994-07-28 | 1996-02-16 | Fujitsu Ltd | Method and device for controlling automatic dialing |
US5509062A (en) | 1994-08-03 | 1996-04-16 | At&T Corp. | Intelligent terminal based selective call forwarding |
JPH0856377A (en) | 1994-08-10 | 1996-02-27 | Nippon Telegr & Teleph Corp <Ntt> | Caller position reporting device |
US5563805A (en) | 1994-08-16 | 1996-10-08 | International Business Machines Corporation | Multimedia context-sensitive real-time-help mechanism for use in a data processing system |
US5887173A (en) | 1994-08-25 | 1999-03-23 | Canon Kabushiki Kaisha | Program processing to facilitate program editing |
US6292181B1 (en) | 1994-09-02 | 2001-09-18 | Nec Corporation | Structure and method for controlling a host computer using a remote hand-held interface device |
US5774583A (en) | 1994-09-05 | 1998-06-30 | Olympus Optical Co., Ltd. | Information reproducing device for reproducing multimedia information recorded in the form of optically readable code pattern, and information recording medium storing multimedia information in the same form |
US6222919B1 (en) | 1994-09-12 | 2001-04-24 | Rockwell International Corporation | Method and system for routing incoming telephone calls to available agents based on agent skills |
US5619183A (en) | 1994-09-12 | 1997-04-08 | Richard C. Ziegra | Video audio data remote system |
EP0701358A1 (en) | 1994-09-12 | 1996-03-13 | Rockwell International Corporation | Method and system for routing incoming telephone calls to available agents based on agent skills |
US6064723A (en) | 1994-09-16 | 2000-05-16 | Octel Communications Corporation | Network-based multimedia communications and directory system and method of operation |
US5742905A (en) | 1994-09-19 | 1998-04-21 | Bell Communications Research, Inc. | Personal communications internetworking |
US5742668A (en) | 1994-09-19 | 1998-04-21 | Bell Communications Research, Inc. | Electronic massaging network |
US5530744A (en) | 1994-09-20 | 1996-06-25 | At&T Corp. | Method and system for dynamic customized call routing |
US5608778A (en) | 1994-09-22 | 1997-03-04 | Lucent Technologies Inc. | Cellular telephone as an authenticated transaction controller |
US5642477A (en) | 1994-09-22 | 1997-06-24 | International Business Machines Corporation | Method and apparatus for selectably retrieving and outputting digitally stored multimedia presentations with real-time non-interrupting, dynamically selectable introduction of output processing |
US5715306A (en) | 1994-09-23 | 1998-02-03 | Rockwell International Corporation | Automatic call distribution system with user definable logging and method therefor |
US5511117A (en) | 1994-09-26 | 1996-04-23 | Zazzera; Andre C. | Integrated voice and business transaction reporting for telephone call centers |
US5715307A (en) | 1994-09-26 | 1998-02-03 | Rockwell International Corporation | Integrated voice and business transaction reporting for telephone call centers |
US6333980B1 (en) | 1994-09-28 | 2001-12-25 | Rockwell International Corporation | Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents |
EP0705017A2 (en) | 1994-09-30 | 1996-04-03 | Rockwell International Corporation | Telecommunication system with multilink host computer call control interface system and method |
JPH10509847A (en) | 1994-09-30 | 1998-09-22 | ワイルドファイアー コミュニケイションズ インコーポレイテッド | Network-based intelligent assistant |
US5500891A (en) | 1994-09-30 | 1996-03-19 | Harrington; Noreen A. | Telecommunication system with multilink host computer call control interface system and method |
US5745687A (en) | 1994-09-30 | 1998-04-28 | Hewlett-Packard Co | System for distributed workflow in which a routing node selects next node to be performed within a workflow procedure |
US5652789A (en) | 1994-09-30 | 1997-07-29 | Wildfire Communications, Inc. | Network based knowledgeable assistant |
JPH08181793A (en) | 1994-10-04 | 1996-07-12 | Canon Inc | Telephone communication equipment |
US5963635A (en) | 1994-10-05 | 1999-10-05 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
US5594791A (en) | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
US5754636A (en) | 1994-11-01 | 1998-05-19 | Answersoft, Inc. | Computer telephone system |
WO1996014704A1 (en) | 1994-11-04 | 1996-05-17 | Bell Communications Research, Inc. | A network-based telephone system providing coordinated voice and data delivery |
US5778377A (en) | 1994-11-04 | 1998-07-07 | International Business Machines Corporation | Table driven graphical user interface |
US5825775A (en) | 1994-11-14 | 1998-10-20 | Bay Networks, Inc. | Method and apparatus for managing an integrated router/hub |
JPH08214076A (en) | 1994-11-16 | 1996-08-20 | Fujitsu Ltd | Incoming call distribution control system |
JPH08329118A (en) | 1994-11-18 | 1996-12-13 | Matsushita Electric Ind Co Ltd | Method and device for summarizing information, weighting method and character broadcasting receiver |
US6029195A (en) | 1994-11-29 | 2000-02-22 | Herz; Frederick S. M. | System for customized electronic identification of desirable objects |
US5533110A (en) | 1994-11-29 | 1996-07-02 | Mitel Corporation | Human machine interface for telephone feature invocation |
US5619648A (en) | 1994-11-30 | 1997-04-08 | Lucent Technologies Inc. | Message filtering techniques |
JPH08163252A (en) | 1994-12-02 | 1996-06-21 | Matsushita Electric Ind Co Ltd | Pbx/computer interlock system |
US5537630A (en) | 1994-12-05 | 1996-07-16 | International Business Machines Corporation | Method and system for specifying method parameters in a visual programming system |
US5802493A (en) | 1994-12-07 | 1998-09-01 | Aetna Life Insurance Company | Method and apparatus for generating a proposal response |
US5787160A (en) | 1994-12-08 | 1998-07-28 | Mci Communications Corporation | Intelligent routing of special service calls |
US5787163A (en) | 1994-12-08 | 1998-07-28 | Mci Communications Corportion | Intelligent load balancing of special service calls based on availability of terminations |
US5642511A (en) | 1994-12-16 | 1997-06-24 | International Business Machines Corporation | System and method for providing a visual application builder framework |
US5526353A (en) | 1994-12-20 | 1996-06-11 | Henley; Arthur | System and method for communication of audio data over a packet-based network |
WO1996020553A2 (en) | 1994-12-23 | 1996-07-04 | Alphanet Telecom Inc. | Unified messaging and long distance communication system |
US5608786A (en) | 1994-12-23 | 1997-03-04 | Alphanet Telecom Inc. | Unified messaging system and method |
US5550816A (en) | 1994-12-29 | 1996-08-27 | Storage Technology Corporation | Method and apparatus for virtual switching |
US5659746A (en) | 1994-12-30 | 1997-08-19 | Aegis Star Corporation | Method for storing and retrieving digital data transmissions |
US6081291A (en) | 1994-12-30 | 2000-06-27 | Vct, Inc. | Methods and systems for multimedia communication via public telephone networks |
EP0721268A2 (en) | 1995-01-05 | 1996-07-10 | International Business Machines Corporation | Method and apparatus for automatic e-mail response to a third party |
EP0758175A1 (en) | 1995-01-05 | 1997-02-12 | Ntt Mobile Communications Network Inc. | Communication switching system and communication switching method |
US5878230A (en) | 1995-01-05 | 1999-03-02 | International Business Machines Corporation | System for email messages wherein the sender designates whether the recipient replies or forwards to addresses also designated by the sender |
US6330323B1 (en) | 1995-01-09 | 2001-12-11 | Mci Communications Corporation | Enhanced overflow call processing |
US5742670A (en) | 1995-01-09 | 1998-04-21 | Ncr Corporation | Passive telephone monitor to control collaborative systems |
US5646981A (en) | 1995-01-10 | 1997-07-08 | Lucent Technologies Inc. | Arrangement for automated delivery of voice-mail messages for software processes |
WO1996023265A1 (en) | 1995-01-23 | 1996-08-01 | British Telecommunications Public Limited Company | Methods and/or systems for accessing information |
US5802316A (en) | 1995-01-26 | 1998-09-01 | Ito; Yuji | Routers connecting LANs through public network |
US5577100A (en) | 1995-01-30 | 1996-11-19 | Telemac Cellular Corporation | Mobile phone with internal accounting |
EP0725526A2 (en) | 1995-02-02 | 1996-08-07 | Aspect Telecommunications Corporation | Method for forming a virtual call center |
US5524147A (en) | 1995-02-02 | 1996-06-04 | Aspect Telecommunications Corporation | Method for forming a virtual call center |
US5706453A (en) | 1995-02-06 | 1998-01-06 | Cheng; Yang-Leh | Intelligent real-time graphic-object to database linking-actuator for enabling intuitive on-screen changes and control of system configuration |
JPH08214346A (en) | 1995-02-08 | 1996-08-20 | Fujitsu Ltd | Priority order control method for automatic distribution of incoming call |
US5831611A (en) | 1995-02-24 | 1998-11-03 | Saleslogix Corporation | Apparatus and method for creating and executing graphically depicted communication |
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 |
US5878130A (en) | 1995-03-02 | 1999-03-02 | Geotel Communications Corp | Communications system and method for operating same |
US5848143A (en) * | 1995-03-02 | 1998-12-08 | Geotel Communications Corp. | Communications system using a central controller to control at least one network and agent system |
WO1996027254A1 (en) | 1995-03-02 | 1996-09-06 | Geotel Communications Corp. | Communications system and method for operating same |
US5659542A (en) | 1995-03-03 | 1997-08-19 | Intecom, Inc. | System and method for signalling and call processing for private and hybrid communications systems including multimedia systems |
US5701400A (en) | 1995-03-08 | 1997-12-23 | Amado; Carlos Armando | Method and apparatus for applying if-then-else rules to data sets in a relational data base and generating from the results of application of said rules a database of diagnostics linked to said data sets to aid executive analysis of financial data |
US5995606A (en) | 1995-03-13 | 1999-11-30 | At&T Corp. | Client-server architecture using internet and public switched networks |
US5635918A (en) | 1995-03-16 | 1997-06-03 | Motorola, Inc. | Method and apparatus for controlling message delivery to wireless receiver devices |
US5559877A (en) | 1995-03-21 | 1996-09-24 | At&T | Automatic provisioning of trunking and routing parameters in a telecommunications network |
EP0734187A2 (en) | 1995-03-21 | 1996-09-25 | AT&T Corp. | Updating call processing data in a telecommunications network |
US5991390A (en) | 1995-03-28 | 1999-11-23 | British Telecommunications Public Limited Company | Method and apparatus for teleworking from remote terminals |
US5583862A (en) | 1995-03-28 | 1996-12-10 | Bay Networks, Inc. | Method and apparatus for routing for virtual networks |
US5715432A (en) | 1995-04-04 | 1998-02-03 | U S West Technologies, Inc. | Method and system for developing network analysis and modeling with graphical objects |
US5572579A (en) | 1995-04-06 | 1996-11-05 | Bell Communications Research, Inc. | System and method for providing portable telephone number service |
US5937162A (en) | 1995-04-06 | 1999-08-10 | Exactis.Com, Inc. | Method and apparatus for high volume e-mail delivery |
US5740240A (en) | 1995-04-10 | 1998-04-14 | Edify Corporation | Computer telephony integration system and method |
US5991394A (en) | 1995-04-21 | 1999-11-23 | Rockwell International Corporation | Method and system for establishing voice communications using a computer network |
EP0740450A2 (en) | 1995-04-24 | 1996-10-30 | International Business Machines Corporation | Method and apparatus for skill-based routing in a call center |
US5825869A (en) | 1995-04-24 | 1998-10-20 | Siemens Business Communication Systems, Inc. | Call management method and system for skill-based routing |
JPH08321885A (en) | 1995-04-24 | 1996-12-03 | Internatl Business Mach Corp <Ibm> | Method and equipment for routing of skill base in call center |
US5870549A (en) | 1995-04-28 | 1999-02-09 | Bobo, Ii; Charles R. | Systems and methods for storing, delivering, and managing messages |
US6295530B1 (en) | 1995-05-15 | 2001-09-25 | Andrew M. Ritchie | Internet service of differently formatted viewable data signals including commands for browser execution |
US6003034A (en) | 1995-05-16 | 1999-12-14 | Tuli; Raja Singh | Linking of multiple icons to data units |
US5675637A (en) | 1995-05-16 | 1997-10-07 | Inventions, Inc. | Method for automatically obtaining and presenting data from multiple data sources |
US6362838B1 (en) | 1995-05-16 | 2002-03-26 | Inventions, Inc. | Method for consolidation of multiple data sources |
US5654961A (en) | 1995-05-22 | 1997-08-05 | Madge Networks (New Jersey) Inc. | Routing system and method for a teleconferencing system |
US5632011A (en) | 1995-05-22 | 1997-05-20 | Sterling Commerce, Inc. | Electronic mail management system for operation on a host computer system |
US6470010B1 (en) | 1995-05-24 | 2002-10-22 | Telefonaktiebolaget Lm Ericsson (Publ) | Method and system for setting up a speech connection in different networks |
US5914941A (en) | 1995-05-25 | 1999-06-22 | Information Highway Media Corporation | Portable information storage/playback apparatus having a data interface |
US5640445A (en) | 1995-05-26 | 1997-06-17 | Eis International, Inc | Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators |
JPH08331618A (en) | 1995-06-06 | 1996-12-13 | Matsushita Electric Ind Co Ltd | Private branch telephone system and information processing method for same |
EP0748102A2 (en) | 1995-06-06 | 1996-12-11 | AT&T IPM Corp. | Flexible customer controlled telecommunications handling |
US5657383A (en) | 1995-06-06 | 1997-08-12 | Lucent Technologies Inc. | Flexible customer controlled telecommunications handling |
JPH0936963A (en) | 1995-06-06 | 1997-02-07 | At & T Ipm Corp | Control method for terminating call |
US5752246A (en) | 1995-06-07 | 1998-05-12 | International Business Machines Corporation | Service agent for fulfilling requests of a web browser |
US5897635A (en) | 1995-06-07 | 1999-04-27 | International Business Machines Corp. | Single access to common user/application information |
US5809282A (en) | 1995-06-07 | 1998-09-15 | Grc International, Inc. | Automated network simulation and optimization system |
US5751707A (en) | 1995-06-19 | 1998-05-12 | Bell Atlantic Network Services, Inc. | AIN interaction through wireless digital video network |
US5826269A (en) | 1995-06-21 | 1998-10-20 | Microsoft Corporation | Electronic mail interface for a network server |
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 |
US5627884A (en) | 1995-06-26 | 1997-05-06 | Williams; Mark J. | Method for returning inbound calls |
WO1997001917A1 (en) | 1995-06-26 | 1997-01-16 | Vht, Inc. | Method for returning inbound calls |
US5796813A (en) | 1995-06-30 | 1998-08-18 | Siemens Telecom Networks | Method for routing a call |
EP0753956A2 (en) | 1995-07-10 | 1997-01-15 | Rockwell International Corporation | Telephone switching system, automatic call distributor and method using a computer network to connect to remote agent computer terminals |
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 |
US5652791A (en) | 1995-07-19 | 1997-07-29 | Rockwell International Corp. | System and method for simulating operation of an automatic call distributor |
US5764736A (en) | 1995-07-20 | 1998-06-09 | National Semiconductor Corporation | Method for switching between a data communication session and a voice communication session |
EP0755146A2 (en) | 1995-07-20 | 1997-01-22 | AT&T IPM Corp. | Voice-and-data modem call-waiting |
JPH09149137A (en) | 1995-07-21 | 1997-06-06 | At & T Corp | Estimation of caller motive as base for selecting processingof input call |
US5708702A (en) | 1995-07-28 | 1998-01-13 | Bell Atlantic Network Services, Inc. | Dynamic STP routing in response to triggering |
US5809512A (en) | 1995-07-28 | 1998-09-15 | Matsushita Electric Industrial Co., Ltd. | Information provider apparatus enabling selective playing of multimedia information by interactive input based on displayed hypertext information |
US5644720A (en) | 1995-07-31 | 1997-07-01 | West Publishing Company | Interprocess communications interface for managing transaction requests |
US5751795A (en) | 1995-08-11 | 1998-05-12 | Lucent Technologies Inc. | Broadcasting of information through telephone switching system display messages |
US5610910A (en) | 1995-08-17 | 1997-03-11 | Northern Telecom Limited | Access to telecommunications networks in multi-service environment |
US5760823A (en) | 1995-09-01 | 1998-06-02 | Lucent Technologies Inc. | Video messaging arrangement |
US5873076A (en) | 1995-09-15 | 1999-02-16 | Infonautics Corporation | Architecture for processing search queries, retrieving documents identified thereby, and method for using same |
US5754111A (en) | 1995-09-20 | 1998-05-19 | Garcia; Alfredo | Medical alerting system |
US6668286B2 (en) * | 1995-09-25 | 2003-12-23 | Innovatia, Inc. | Method and system for coordinating data and voice communications via customer contact channel changing system over IP |
US5884032A (en) | 1995-09-25 | 1999-03-16 | The New Brunswick Telephone Company, Limited | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
CA2391428A1 (en) | 1995-09-25 | 1997-03-26 | Innovatia Inc. | System for obtaining help over a communication system by using specific customer contact channels |
CA2178705A1 (en) | 1995-09-25 | 1997-03-26 | Thomas Howard Bateman | Customer contact channel changer |
US5790635A (en) | 1995-09-25 | 1998-08-04 | Rockwell International Corporation | System and method for automatic monitoring of active telephone calls in a telephonic switch |
US5742675A (en) | 1995-09-26 | 1998-04-21 | Telefonaktiebolaget Lm Ericsson | Method and apparatus for automatically distributing calls to available logged-in call handling agents |
WO1997012472A1 (en) | 1995-09-26 | 1997-04-03 | Telefonaktiebolaget Lm Ericsson (Publ) | Method and apparatus for automatic call distribution |
US5623600A (en) | 1995-09-26 | 1997-04-22 | Trend Micro, Incorporated | Virus detection and removal apparatus for computer networks |
US5793857A (en) | 1995-09-27 | 1998-08-11 | Northern Telecom Limited | Method of using dynamic database to improve telephone number portability |
US5844982A (en) | 1995-09-27 | 1998-12-01 | Siemens Aktiengesellschaft | Method for determining free agent communication terminal apparatus in communication networks with an automatic call distribution |
US6430282B1 (en) | 1995-09-29 | 2002-08-06 | Nortel Networks Limited | Methods and apparatus for originating voice calls |
US5659604A (en) | 1995-09-29 | 1997-08-19 | Mci Communications Corp. | System and method for tracing a call through a telecommunications network |
WO1997013352A1 (en) | 1995-09-29 | 1997-04-10 | Northern Telecom Limited | Methods and apparatus for originating voice calls |
US5737495A (en) | 1995-09-29 | 1998-04-07 | Intel Corporation | Method and apparatus for managing multimedia data files in a computer network by streaming data files into separate streams based on file attributes |
US5915008A (en) | 1995-10-04 | 1999-06-22 | Bell Atlantic Network Services, Inc. | System and method for changing advanced intelligent network services from customer premises equipment |
US5835583A (en) | 1995-10-05 | 1998-11-10 | Bell Atlantic Network Services, Inc. | Mediated AIN control of short code access to information service providers |
US5570419A (en) | 1995-10-13 | 1996-10-29 | Intervoice Limited Partnership | System and method for an improved predictive dialer |
US5703943A (en) | 1995-10-16 | 1997-12-30 | Lucent Technologies, Inc. | Completion of calls to a preferred agent in an automatic call distributor |
US5966695A (en) | 1995-10-17 | 1999-10-12 | Citibank, N.A. | Sales and marketing support system using a graphical query prospect database |
US5572643A (en) | 1995-10-19 | 1996-11-05 | Judson; David H. | Web browser with dynamic display of information objects during linking |
EP0771095A2 (en) | 1995-10-24 | 1997-05-02 | AT&T Corp. | Network access to internet and stored multimedia services from a terminal supporting the H.320 protocol |
US6981020B2 (en) | 1995-10-25 | 2005-12-27 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for routing electronic mail in a processing center |
US6625139B2 (en) | 1995-10-25 | 2003-09-23 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for coordinating internet protocol telephone and data communications |
US20030021259A1 (en) | 1995-10-25 | 2003-01-30 | Alec Miloslavsky | Apparatus and methods for coordinating internet protocol telephone and data communications |
US20020169834A1 (en) | 1995-10-25 | 2002-11-14 | Alec Miloslavsky | Apparatus and methods for routing electronic mail in a processing center |
US6597685B2 (en) | 1995-10-25 | 2003-07-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network |
US20020019846A1 (en) | 1995-10-25 | 2002-02-14 | Alec Miloslavsky | Apparatus and methods in improving and enhancing telephony telecommunications |
US6175564B1 (en) | 1995-10-25 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc | Apparatus and methods for managing multiple internet protocol capable call centers |
US7460496B2 (en) | 1995-10-25 | 2008-12-02 | Genesys Telecommunications Laboratories, Inc. | Routing emails to a plurality of agents |
US20020101866A1 (en) | 1995-10-25 | 2002-08-01 | Alec Miloslavsky | Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network |
US20050128961A1 (en) | 1995-10-25 | 2005-06-16 | Alec Miloslavsky | Routing emails to a plurality of agents |
US20040208309A1 (en) | 1995-10-25 | 2004-10-21 | Alec Miloslavsky | Internet protocol call-in centers and establishing remote agents |
WO1997016014A3 (en) | 1995-10-25 | 1997-07-17 | Genesys Telecomm Lab Inc | Video telecommunication routing systems and methods |
US6581105B2 (en) | 1995-10-25 | 2003-06-17 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center |
GB2306853A (en) | 1995-10-26 | 1997-05-07 | Mitel Corp | Automatic displays for incoming telephone calls |
US6243373B1 (en) | 1995-11-01 | 2001-06-05 | Telecom Internet Ltd. | Method and apparatus for implementing a computer network/internet telephone system |
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 |
US5606602A (en) | 1995-11-06 | 1997-02-25 | Summit Telecom Systems, Inc. | Bidding for telecommunications traffic |
US5920719A (en) | 1995-11-06 | 1999-07-06 | Apple Computer, Inc. | Extensible performance statistics and tracing registration architecture |
US5778178A (en) | 1995-11-13 | 1998-07-07 | Arunachalam; Lakshmi | Method and apparatus for enabling real-time bi-directional transactions on a network |
US5870464A (en) | 1995-11-13 | 1999-02-09 | Answersoft, Inc. | Intelligent information routing system and method |
US6219045B1 (en) | 1995-11-13 | 2001-04-17 | Worlds, Inc. | Scalable virtual world chat client-server system |
WO1997018662A1 (en) | 1995-11-15 | 1997-05-22 | Datarace | System and method for providing a remote user with a virtual presence to an office |
US5802526A (en) | 1995-11-15 | 1998-09-01 | Microsoft Corporation | System and method for graphically displaying and navigating through an interactive voice response menu |
US5673311A (en) | 1995-11-16 | 1997-09-30 | Lucent Technologies Inc. | Hierarchical switch support of services for subscribers directly served by local exchange carriers |
US5847484A (en) | 1995-11-27 | 1998-12-08 | Matsushita Electric Industrial Co.,Ltd. | Sleeve type of coreless motor with reduced starting current |
JPH10513632A (en) | 1995-11-27 | 1998-12-22 | エイ・ティ・アンド・ティ・コーポレーション | Call notification function for telephone lines connected to the Internet |
US5805587A (en) | 1995-11-27 | 1998-09-08 | At&T Corp. | Call notification feature for a telephone line connected to the internet |
WO1997020424A1 (en) | 1995-11-27 | 1997-06-05 | At & T Corp. | Call notification feature for a telephone line connected to the internet |
US5838682A (en) | 1995-11-28 | 1998-11-17 | Bell Atlantic Network Services, Inc. | Method and apparatus for establishing communications with a remote node on a switched network based on hypertext dialing information received from a packet network |
US5825862A (en) | 1995-11-30 | 1998-10-20 | Bell Atlantic Network Services, Inc. | Method of altering the destination telephone number of an incoming call |
US6411806B1 (en) | 1995-11-30 | 2002-06-25 | Mobile Satellite Ventures Lp | Virtual network configuration and management system for satellite communications system |
US6112085A (en) | 1995-11-30 | 2000-08-29 | Amsc Subsidiary Corporation | Virtual network configuration and management system for satellite communication system |
JPH09265408A (en) | 1995-12-08 | 1997-10-07 | Sun Microsyst Inc | Distributed asynchronous work flow on network |
US6798771B1 (en) | 1995-12-11 | 2004-09-28 | Hewlett-Packard Development Company, L.P. | Call setup gateway for telecommunications system |
US5878126A (en) | 1995-12-11 | 1999-03-02 | Bellsouth Corporation | Method for routing a call to a destination based on range identifiers for geographic area assignments |
US6119155A (en) | 1995-12-11 | 2000-09-12 | Phone.Com, Inc. | Method and apparatus for accelerating navigation of hypertext pages using compound requests |
JPH09163031A (en) | 1995-12-12 | 1997-06-20 | Nobuyuki Togashi | Customer reception system |
US5737726A (en) | 1995-12-12 | 1998-04-07 | Anderson Consulting Llp | Customer contact mangement system |
WO1997022201A2 (en) | 1995-12-12 | 1997-06-19 | The Board Of Trustees Of The University Of Illinois | Method and system for transmitting real-time video |
US5799297A (en) | 1995-12-15 | 1998-08-25 | Ncr Corporation | Task workflow management system and method including an external program execution feature |
WO1997023078A1 (en) | 1995-12-20 | 1997-06-26 | Mci Communications Corporation | Hybrid packet-switched and circuit-switched telephony system |
US7336649B1 (en) | 1995-12-20 | 2008-02-26 | Verizon Business Global Llc | Hybrid packet-switched and circuit-switched telephony system |
US5918213A (en) | 1995-12-22 | 1999-06-29 | Mci Communications Corporation | System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products |
US5784438A (en) | 1995-12-22 | 1998-07-21 | At&T Corp | Automatic callback system and method |
US5862134A (en) | 1995-12-29 | 1999-01-19 | Gte Laboratories Incorporated | Single-wiring network for integrated voice and data communications |
US6070144A (en) | 1996-01-09 | 2000-05-30 | The State Of Oregon | System and process for job scheduling using limited discrepancy search |
JPH11506292A (en) | 1996-01-15 | 1999-06-02 | インタラクティブ テレコム インク. | Voice Call Notification and Message Control by Data Path |
WO1997026749A1 (en) | 1996-01-15 | 1997-07-24 | Interactive Telecom Inc. | Method to provide voice call notification and control messaging over a data path |
US5732078A (en) | 1996-01-16 | 1998-03-24 | Bell Communications Research, Inc. | On-demand guaranteed bandwidth service for internet access points using supplemental user-allocatable bandwidth network |
US5812795A (en) | 1996-01-19 | 1998-09-22 | Lucent Technologies Inc. | Automatic addressing of messages and message components of different media |
US5692033A (en) | 1996-01-22 | 1997-11-25 | Bell Atlantic Network Services, Inc. | AIN queuing for call-back system |
US5737727A (en) | 1996-01-25 | 1998-04-07 | Electronic Data Systems Corporation | Process management system and method |
JP3226929B2 (en) | 1996-02-02 | 2001-11-12 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ | Apparatus and method for coordinating telephone and data communications |
JPH11508430A (en) | 1996-02-02 | 1999-07-21 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ | Apparatus and method for coordinating telephone and data communications |
WO1997028635A1 (en) | 1996-02-02 | 1997-08-07 | Genesys Telecommunications Laboratories | Apparatus and methods for coordinating telephone and data communications |
US6130933A (en) | 1996-02-02 | 2000-10-10 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for coordinating telephone and data communications |
EP0873642B1 (en) | 1996-02-02 | 2004-04-21 | Genesys Telecommunications Laboratories | Apparatus and methods for coordinating telephone and data communications |
US6259774B1 (en) | 1996-02-02 | 2001-07-10 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods for coordinating telephone and data communications |
US5757904A (en) | 1996-02-05 | 1998-05-26 | Lucent Technologies Inc. | Context-sensitive presentation of information to call-center agents |
US5881146A (en) | 1996-02-05 | 1999-03-09 | Dialogic Corporation | Method and apparatus for determining digits dialed using a selected algorithm |
JPH09224093A (en) | 1996-02-05 | 1997-08-26 | Lucent Technol Inc | Device and method for displaying information |
WO1997029584A1 (en) | 1996-02-09 | 1997-08-14 | Telefonaktiebolaget Lm Ericsson (Publ) | Billing in the internet |
US5905495A (en) | 1996-02-13 | 1999-05-18 | Hitachi, Ltd. | Communication system using electronic mail |
US6536043B1 (en) | 1996-02-14 | 2003-03-18 | Roxio, Inc. | Method and systems for scalable representation of multimedia data for progressive asynchronous transmission |
US5867559A (en) | 1996-02-20 | 1999-02-02 | Eis International, Inc. | Real-time, on-line, call verification system |
EP0792076A2 (en) | 1996-02-23 | 1997-08-27 | Lucent Technologies Inc. | Method and arrangement for establishing call connections in a telecommunications network using a virtual transport server |
US5948054A (en) | 1996-02-27 | 1999-09-07 | Sun Microsystems, Inc. | Method and system for facilitating the exchange of information between human users in a networked computer system |
US6014137A (en) | 1996-02-27 | 2000-01-11 | Multimedia Adventures | Electronic kiosk authoring system |
US6088717A (en) | 1996-02-29 | 2000-07-11 | Onename Corporation | Computer-based communication system and method using metadata defining a control-structure |
US5974448A (en) | 1996-03-01 | 1999-10-26 | Fujitsu Limited | Automatic transfer for electronic mail using an automatic transfer name as a keyword |
US6137870A (en) | 1996-03-06 | 2000-10-24 | Convergys Customer Management Group, Inc. | System for providing caller information to called party via call standard data field |
US5796398A (en) | 1996-03-08 | 1998-08-18 | Ncr Corporation | Information visualization icons |
WO1997034401A1 (en) | 1996-03-11 | 1997-09-18 | Xantel Corporation | Call management system with call control from user workstation computers |
US5946386A (en) * | 1996-03-11 | 1999-08-31 | Xantel Corporation | Call management system with call control from user workstation computers |
US5673322A (en) | 1996-03-22 | 1997-09-30 | Bell Communications Research, Inc. | System and method for providing protocol translation and filtering to access the world wide web from wireless or low-bandwidth networks |
WO1997036414A1 (en) | 1996-03-26 | 1997-10-02 | British Telecommunications Public Limited Company | Call queuing and distribution |
US5884262A (en) | 1996-03-28 | 1999-03-16 | Bell Atlantic Network Services, Inc. | Computer network audio access and conversion system |
WO1997037500A1 (en) | 1996-03-29 | 1997-10-09 | British Telecommunications Public Limited Company | Telecommunications routing based on format of message |
US5982774A (en) | 1996-04-01 | 1999-11-09 | At&T Corp. | Internet on hold |
US5784451A (en) | 1996-04-03 | 1998-07-21 | Cogito Economic Systems, Inc. | Virtual telephony data message system and process |
WO1997038519A1 (en) | 1996-04-05 | 1997-10-16 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for implementing an outbound network call center |
AU2604797A (en) | 1996-04-05 | 1997-10-29 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for implementing an outbound network call center |
US5802163A (en) | 1996-04-05 | 1998-09-01 | Genesys Telccommunications Laboratories, Inc. | Methods and apparatus for implementing an outbound network call center |
US5825870A (en) | 1996-04-05 | 1998-10-20 | Genesys Telecommunications Laboratories | Methods and apparatus for implementing a network call center |
US5727159A (en) | 1996-04-10 | 1998-03-10 | Kikinis; Dan | System in which a Proxy-Server translates information received from the Internet into a form/format readily usable by low power portable computers |
JPH11508715A (en) | 1996-04-10 | 1999-07-27 | レクストロン・システムズ・インコーポレーテッド | Proxy server system to enhance the functions of computers accessing the server on the Internet |
WO1997038389A2 (en) | 1996-04-10 | 1997-10-16 | Lextron Systems, Inc. | A proxy-server system for enhancing functionality of computers accessing servers on the internet |
US5822306A (en) | 1996-04-12 | 1998-10-13 | British Telecommunications Public Limited Company | Multimedia switching apparatus |
US5920621A (en) | 1996-04-15 | 1999-07-06 | Mci Communications Corporation | System and method for distributing calls to customer service operators based on automatic determination of operator availability |
US6134217A (en) | 1996-04-15 | 2000-10-17 | The Regents Of The University Of California | Traffic scheduling system and method for packet-switched networks with fairness and low latency |
US5867562A (en) | 1996-04-17 | 1999-02-02 | Scherer; Gordon F. | Call processing system with call screening |
US6125113A (en) | 1996-04-18 | 2000-09-26 | Bell Atlantic Network Services, Inc. | Internet telephone service |
US5778060A (en) | 1996-04-19 | 1998-07-07 | At&T Corp | Work at home ACD agent network with cooperative control |
US5768527A (en) | 1996-04-23 | 1998-06-16 | Motorola, Inc. | Device, system and method of real-time multimedia streaming |
US5883891A (en) | 1996-04-30 | 1999-03-16 | Williams; Wyatt | Method and apparatus for increased quality of voice transmission over the internet |
US5850433A (en) | 1996-05-01 | 1998-12-15 | Sprint Communication Co. L.P. | System and method for providing an on-line directory service |
US5857184A (en) | 1996-05-03 | 1999-01-05 | Walden Media, Inc. | Language and method for creating, organizing, and retrieving data from a database |
US6314089B1 (en) | 1996-05-07 | 2001-11-06 | Inventions, Inc. | Creating and using an adaptable multiple-contact transaction object |
EP0806858A2 (en) | 1996-05-07 | 1997-11-12 | Inventions, Inc. | Call center |
US5796729A (en) | 1996-05-09 | 1998-08-18 | Bell Communications Research, Inc. | Integrated telecommunication system architecture for wireless and wireline access featuring PACS radio technology |
JPH10214113A (en) | 1996-05-15 | 1998-08-11 | Hitachi Ltd | Task processing system using notice board type data base, and method for processing the same |
US5956482A (en) | 1996-05-15 | 1999-09-21 | At&T Corp | Multimedia information service access |
US6434530B1 (en) | 1996-05-30 | 2002-08-13 | Retail Multimedia Corporation | Interactive shopping system with mobile apparatus |
US6181336B1 (en) | 1996-05-31 | 2001-01-30 | Silicon Graphics, Inc. | Database-independent, scalable, object-oriented architecture and API for managing digital multimedia assets |
US5872926A (en) | 1996-05-31 | 1999-02-16 | Adaptive Micro Systems, Inc. | Integrated message system |
US5790798A (en) | 1996-05-31 | 1998-08-04 | Witness Systems, Inc. | Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location |
US5940478A (en) | 1996-05-31 | 1999-08-17 | Octel Communications Corporation | Method and system for extended addressing plans |
US5717747A (en) | 1996-05-31 | 1998-02-10 | Lucent Technologies Inc. | Arrangement for facilitating plug-and-play call features |
US5822526A (en) | 1996-06-03 | 1998-10-13 | Microsoft Corporation | System and method for maintaining and administering email address names in a network |
US5896444A (en) | 1996-06-03 | 1999-04-20 | Webtv Networks, Inc. | Method and apparatus for managing communications between a client and a server in a network |
US6515996B1 (en) | 1996-06-04 | 2003-02-04 | Telefonaktiebolaget Lm Ericsson (Publ) | Modem with IP support |
US6320857B1 (en) | 1996-06-04 | 2001-11-20 | Telefonaktiebolaget Lm Ericsson (Publ) | Telephone doubler arrangement |
US5751706A (en) | 1996-06-05 | 1998-05-12 | Cignal Global Communications, Inc. | System and method for establishing a call telecommunications path |
US5729594A (en) | 1996-06-07 | 1998-03-17 | Klingman; Edwin E. | On-line secured financial transaction system through electronic media |
US5905863A (en) | 1996-06-07 | 1999-05-18 | At&T Corp | Finding an e-mail message to which another e-mail message is a response |
US7167924B1 (en) | 1996-06-10 | 2007-01-23 | Diebold, Incorporated | Financial transaction processing system and method |
US5793861A (en) | 1996-06-11 | 1998-08-11 | Executone Information Systems, Inc. | Transaction processing system and method |
US6108688A (en) | 1996-06-12 | 2000-08-22 | Sun Microsystems, Inc. | System for reminding a sender of an email if recipient of the email does not respond by a selected time set by the sender |
US5748884A (en) | 1996-06-13 | 1998-05-05 | Mci Corporation | Autonotification system for notifying recipients of detected events in a network environment |
JPH10116249A (en) | 1996-06-14 | 1998-05-06 | Fujitsu Ltd | Telephone transaction support system and recording medium storing program for making computer perform process by the same system |
US6396919B1 (en) | 1996-06-14 | 2002-05-28 | Fujitsu Limited | Telephone transaction support system and telephone call connection control system |
US5889863A (en) | 1996-06-17 | 1999-03-30 | Verifone, Inc. | System, method and article of manufacture for remote virtual point of sale processing utilizing a multichannel, extensible, flexible architecture |
US6064730A (en) | 1996-06-18 | 2000-05-16 | Lucent Technologies Inc. | Customer-self routing call center |
WO1997050235A1 (en) | 1996-06-24 | 1997-12-31 | Northern Telecom Limited | Telecommunications call centre |
US5938725A (en) | 1996-06-24 | 1999-08-17 | Nec Corporation | Method and apparatus for determining destination address of electronic mail (e-mail) message from stored e-mail messages |
JPH1011374A (en) | 1996-06-24 | 1998-01-16 | Nec Corp | System for retrieving electronic mail address by keyword |
JPH1013811A (en) | 1996-06-25 | 1998-01-16 | Matsushita Electric Ind Co Ltd | Broadcast system and multimedia storage display device used for the system |
US6069890A (en) | 1996-06-26 | 2000-05-30 | Bell Atlantic Network Services, Inc. | Internet telephone service |
US6014379A (en) | 1996-06-26 | 2000-01-11 | Bell Atlantic Network Services, Inc. | Telecommunications custom calling services |
US5712901A (en) | 1996-06-26 | 1998-01-27 | Mci Communications Corporation | Automatic voice/text translation of phone mail messages |
US5867822A (en) | 1996-06-26 | 1999-02-02 | Sun Microsystems, Inc. | Method and apparatus for management of electronic calendars throughout an enterprise and management of events in a distributed system |
US6377583B1 (en) | 1996-06-27 | 2002-04-23 | Xerox Corporation | Rate shaping in per-flow output queued routing mechanisms for unspecified bit rate service |
US5901203A (en) | 1996-06-28 | 1999-05-04 | Distributed Software Development, Inc. | Computer-based system and method for identifying an unidentified caller |
US6055307A (en) | 1996-06-28 | 2000-04-25 | At&T Corp. | System and method for selecting agent destinations and monitoring calls made to network customers |
US5832196A (en) | 1996-06-28 | 1998-11-03 | Mci Communications Corporation | Dynamic restoration process for a telecommunications network |
US6085201A (en) | 1996-06-28 | 2000-07-04 | Intel Corporation | Context-sensitive template engine |
US5864616A (en) | 1996-06-28 | 1999-01-26 | Intel Corporation | System and method for providing call statistics in real time |
US5838774A (en) | 1996-07-01 | 1998-11-17 | Bellsouth Corporation | Telephone polling method |
EP0817455A2 (en) | 1996-07-02 | 1998-01-07 | Lucent Technologies Inc. | Agent vectoring |
US5721770A (en) | 1996-07-02 | 1998-02-24 | Lucent Technologies Inc. | Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls |
JPH1093713A (en) | 1996-07-02 | 1998-04-10 | Lucent Technol Inc | Vectoring of agent |
US6631399B1 (en) | 1996-07-03 | 2003-10-07 | Open Port Technology, Inc. | System and method for automated received message handling and distribution |
US5974414A (en) | 1996-07-03 | 1999-10-26 | Open Port Technology, Inc. | System and method for automated received message handling and distribution |
GB2315190A (en) | 1996-07-08 | 1998-01-21 | Mitel Corp | An internet telephony gateway for providing an interface between a circuit switched and packet switched network |
US20020001300A1 (en) | 1996-07-09 | 2002-01-03 | Alec Miloslavsky | Internet protocol call-in centers and establishing remote agents |
EP0908047A1 (en) | 1996-07-09 | 1999-04-14 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for implementing a network call center |
JP3735124B2 (en) | 1996-07-09 | 2006-01-18 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for implementing a network call center |
CA2259912C (en) | 1996-07-09 | 2003-06-24 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for implementing a network call center |
WO1998001987A1 (en) | 1996-07-09 | 1998-01-15 | Genesys Telecommunications Laboratories, Incorporated | Methods and apparatus for implementing a network call center |
DE69730498T2 (en) | 1996-07-09 | 2005-09-15 | Genesys Telecommunications Laboratories, Inc., San Francisco | METHOD AND DEVICE FOR CARRYING OUT A NETWORK CALL CENTER |
AU5274398A (en) | 1996-07-09 | 1998-03-06 | Greeneden U.S. Holdings Ii, Llc | Methods and apparatus for implementing a network call center |
US6879586B2 (en) | 1996-07-09 | 2005-04-12 | Genesys Telecommunications Laboratories, Inc. | Internet protocol call-in centers and establishing remote agents |
AU718233B2 (en) | 1996-07-09 | 2000-04-13 | Greeneden U.S. Holdings Ii, Llc | Methods and apparatus for implementing a network call center |
JP2001500677A (en) | 1996-07-09 | 2001-01-16 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for implementing a network call center |
US5813014A (en) | 1996-07-10 | 1998-09-22 | Survivors Of The Shoah Visual History Foundation | Method and apparatus for management of multimedia assets |
US6021262A (en) | 1996-07-12 | 2000-02-01 | Microsoft Corporation | System and method for detection of, notification of, and automated repair of problem conditions in a messaging system |
US5752244A (en) | 1996-07-15 | 1998-05-12 | Andersen Consulting Llp | Computerized multimedia asset management system |
US5949988A (en) | 1996-07-16 | 1999-09-07 | Lucent Technologies Inc. | Prediction system for RF power distribution |
US6407996B1 (en) | 1996-07-17 | 2002-06-18 | British Telecommunications Public Limited Company | Processing device network |
US5862223A (en) | 1996-07-24 | 1999-01-19 | Walker Asset Management Limited Partnership | Method and apparatus for a cryptographically-assisted commercial network system designed to facilitate and support expert-based commerce |
US5894512A (en) | 1996-07-26 | 1999-04-13 | Ncr Corporation | Method and apparatus for routing voice and video calls to a group of agents |
US6076105A (en) | 1996-08-02 | 2000-06-13 | Hewlett-Packard Corp. | Distributed resource and project management |
US5790789A (en) | 1996-08-02 | 1998-08-04 | Suarez; Larry | Method and architecture for the creation, control and deployment of services within a distributed computer environment |
US5926535A (en) | 1996-08-05 | 1999-07-20 | International Business Machines Corporation | Third party call control |
US6081592A (en) | 1996-08-06 | 2000-06-27 | Battle; Calvin W. | Automatic call-work director |
US5873040A (en) | 1996-08-13 | 1999-02-16 | International Business Machines Corporation | Wireless 911 emergency location |
US5761289A (en) | 1996-08-13 | 1998-06-02 | At&T Corp | 800 number callback |
US6347085B2 (en) | 1996-08-16 | 2002-02-12 | Netspeak Corporation | Method and apparatus for establishing communications between packet-switched and circuit-switched networks |
US5822400A (en) | 1996-08-19 | 1998-10-13 | Davox Corporation | Call record scheduling system and method |
US5999965A (en) * | 1996-08-20 | 1999-12-07 | Netspeak Corporation | Automatic call distribution server for computer telephony communications |
US20020035647A1 (en) * | 1996-08-23 | 2002-03-21 | Brown Sanford Samuel | Correlating information between internet and call center environments |
US6385646B1 (en) | 1996-08-23 | 2002-05-07 | At&T Corp. | Method and system for establishing voice communications in an internet environment |
US6185427B1 (en) | 1996-09-06 | 2001-02-06 | Snaptrack, Inc. | Distributed satellite position system processing and application network |
WO1998010573A2 (en) | 1996-09-06 | 1998-03-12 | Data Race, Inc. | System and method for providing user connectivity to a remote data site |
US5956729A (en) | 1996-09-06 | 1999-09-21 | Motorola, Inc. | Multimedia file, supporting multiple instances of media types, and method for forming same |
US7764231B1 (en) | 1996-09-09 | 2010-07-27 | Tracbeam Llc | Wireless location using multiple mobile station location techniques |
US6076101A (en) | 1996-09-12 | 2000-06-13 | Fujitsu Limited | Electronic mail processing system with bonus point tracking |
US5920865A (en) | 1996-09-13 | 1999-07-06 | Nec Corporation | Information server system |
US5892764A (en) | 1996-09-16 | 1999-04-06 | Sphere Communications Inc. | ATM LAN telephone system |
JPH1093716A (en) | 1996-09-18 | 1998-04-10 | Nippon Motorola Ltd | E-mall paging method and its device |
US6195357B1 (en) | 1996-09-24 | 2001-02-27 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
WO1998013974A1 (en) | 1996-09-24 | 1998-04-02 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
WO1998013765A1 (en) | 1996-09-24 | 1998-04-02 | Intervoice Limited Partnership | System and method for establishing a real-time agent pool between computer systems |
US6594269B1 (en) | 1996-09-24 | 2003-07-15 | Intervoice Limited Partnership | Interactive information transaction processing system on IP telephony platform |
US5958014A (en) | 1996-09-24 | 1999-09-28 | Intervoice Limited Partnership | System and method for establishing a real-time agent pool between computer systems |
US5978672A (en) | 1996-09-27 | 1999-11-02 | Global Mobility Systems, Inc. | Mobility extended telephone application programming interface and method of use |
US5903877A (en) | 1996-09-30 | 1999-05-11 | Lucent Technologies Inc. | Transaction center for processing customer transaction requests from alternative media sources |
US5822404A (en) | 1996-09-30 | 1998-10-13 | Intervoice Limited Partnership | System and method for identifying remote communications formats |
US5940479A (en) | 1996-10-01 | 1999-08-17 | Northern Telecom Limited | System and method for transmitting aural information between a computer and telephone equipment |
JPH10224477A (en) | 1996-10-02 | 1998-08-21 | At & T Corp | Incoming call during preceding call and message transmission system |
US6005845A (en) | 1996-10-03 | 1999-12-21 | Telefonaktiebolaget L/M Ericsson (Publ) | System and method for IP-activated call setup |
US5838768A (en) | 1996-10-03 | 1998-11-17 | Telefonaktiebolaget L M Ericsson | System and method for controlled media conversion in an intelligent network |
US5724412A (en) | 1996-10-07 | 1998-03-03 | U S West, Inc. | Method and system for displaying internet identification on customer premises equipment |
US6407999B1 (en) | 1996-10-08 | 2002-06-18 | Nokia Telecommunications Oy | Method and router in a packet network with priority classes |
US6263049B1 (en) | 1996-10-10 | 2001-07-17 | Envision Telephony, Inc. | Non-random call center supervisory method and apparatus |
US5796791A (en) | 1996-10-15 | 1998-08-18 | Intervoice Limited Partnership | Network based predictive dialing |
US5901209A (en) | 1996-10-15 | 1999-05-04 | Intervoice Limited Partnership | Caller ID substitution for selected telephone callers |
US5835090A (en) | 1996-10-16 | 1998-11-10 | Etma, Inc. | Desktop manager for graphical user interface based system with enhanced desktop |
WO1998017048A1 (en) | 1996-10-16 | 1998-04-23 | British Telecommunications Public Limited Company | Multimedia call centre |
US5907547A (en) | 1996-10-24 | 1999-05-25 | At&T Corp | System and method for establishing internet communications links |
US6175620B1 (en) | 1996-10-30 | 2001-01-16 | France Telecom | Compatibility between a telephone service with server and a calling line identification service |
US6078583A (en) | 1996-10-31 | 2000-06-20 | Hitachi, Ltd. | Communication method and communication system |
US6366575B1 (en) | 1996-11-01 | 2002-04-02 | Teloquent Communications Corporation | Extended access for automatic call distributing system |
US6298041B1 (en) | 1996-11-01 | 2001-10-02 | Packeteer, Inc. | Method for explicit data rate control in a packet communication environment without data rate supervision |
US5809128A (en) | 1996-11-01 | 1998-09-15 | Interactive Telecom Inc. | Method and apparatus permitting notification and control of blocked incoming calls over a data network |
US6073013A (en) | 1996-11-04 | 2000-06-06 | Qualcomm Incorporated | Method and apparatus for performing position-based call processing in a mobile telephone system |
US5901138A (en) | 1996-11-08 | 1999-05-04 | International Business Machines Corporation | Process for improving the efficiency of high performance routing |
US6243375B1 (en) | 1996-11-08 | 2001-06-05 | Gregory J. Speicher | Internet-audiotext electronic communications system with multimedia based matching |
JPH10143451A (en) | 1996-11-08 | 1998-05-29 | Nec Corp | System for questioning and answering by electronic mail |
US5987446A (en) | 1996-11-12 | 1999-11-16 | U.S. West, Inc. | Searching large collections of text using multiple search engines concurrently |
US6104800A (en) | 1996-11-12 | 2000-08-15 | Mediaone Group, Inc. | Method for providing call waiting notification to a party engaged in a data call |
US5872841A (en) | 1996-11-14 | 1999-02-16 | Siemens Information And Comunication Newtworks, Inc. | Apparatus and method for scheduling a telephone call |
US5915001A (en) | 1996-11-14 | 1999-06-22 | Vois Corporation | System and method for providing and using universally accessible voice and speech data files |
US5828839A (en) | 1996-11-14 | 1998-10-27 | Interactive Broadcaster Services Corp. | Computer network chat room based on channel broadcast in real time |
US6385191B1 (en) * | 1996-11-14 | 2002-05-07 | Avaya Technology Corp. | Extending internet calls to a telephony call center |
US5940488A (en) | 1996-11-15 | 1999-08-17 | Active Voice Corporation | Telecommunication management system and user interface |
US20020136167A1 (en) | 1996-11-18 | 2002-09-26 | Rick Steele | Method and system for multi-media collaboration between remote parties |
US5999525A (en) | 1996-11-18 | 1999-12-07 | Mci Communications Corporation | Method for video telephony over a hybrid network |
US6754181B1 (en) | 1996-11-18 | 2004-06-22 | Mci Communications Corporation | System and method for a directory service supporting a hybrid communication system architecture |
US20020064149A1 (en) | 1996-11-18 | 2002-05-30 | Elliott Isaac K. | System and method for providing requested quality of service in a hybrid network |
US5867494A (en) | 1996-11-18 | 1999-02-02 | Mci Communication Corporation | System, method and article of manufacture with integrated video conferencing billing in a communication system architecture |
US5867495A (en) | 1996-11-18 | 1999-02-02 | Mci Communications Corporations | System, method and article of manufacture for communications utilizing calling, plans in a hybrid network |
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 |
US6012152A (en) | 1996-11-27 | 2000-01-04 | Telefonaktiebolaget Lm Ericsson (Publ) | Software fault management system |
US6018579A (en) | 1996-12-03 | 2000-01-25 | Nortel Networks Corporation | Call center services for local calls using local number portability |
US5937388A (en) | 1996-12-05 | 1999-08-10 | Hewlett-Packard Company | System and method for performing scalable distribution of process flow activities in a distributed workflow management system |
US6075843A (en) | 1996-12-05 | 2000-06-13 | Intervoice Limited Partnership | User device-independent transaction model |
US5917817A (en) | 1996-12-06 | 1999-06-29 | International Business Machines Corporation | User invocation of services in public switched telephone network via parallel data networks |
US5916302A (en) | 1996-12-06 | 1999-06-29 | International Business Machines Corporation | Multimedia conferencing using parallel networks |
US6778527B1 (en) * | 1996-12-09 | 2004-08-17 | At&T Wireless Services, Inc. | Method and apparatus for data network call processing |
US6018761A (en) | 1996-12-11 | 2000-01-25 | The Robert G. Uomini And Louise B. Bidwell Trust | System for adding to electronic mail messages information obtained from sources external to the electronic mail transport process |
US6115742A (en) | 1996-12-11 | 2000-09-05 | At&T Corporation | Method and apparatus for secure and auditable metering over a communications network |
WO1998027479A2 (en) | 1996-12-18 | 1998-06-25 | Fmr Corp. | Computer executable workflow resource management system |
US5911776A (en) | 1996-12-18 | 1999-06-15 | Unisys Corporation | Automatic format conversion system and publishing methodology for multi-user network |
US5794039A (en) | 1996-12-18 | 1998-08-11 | Unisys Corp. | Method for abstracting messages of various protocols into objects for storage in a database |
US5892822A (en) | 1996-12-30 | 1999-04-06 | Mci Communications Corporation | Method of and system for call routing compliant with international regulatory routing requirements |
US6005920A (en) | 1997-01-03 | 1999-12-21 | Ncr Corporation | Call center with fault resilient server-switch link |
US5862211A (en) | 1997-01-13 | 1999-01-19 | Lucent Technologies Inc. | Automatic simultaneous voice-and-data call setup for remote-site servicing |
US6229888B1 (en) | 1997-01-14 | 2001-05-08 | Genesys Telecommunications Laboratories | System and method for operating a plurality of call centers |
US6064722A (en) | 1997-01-14 | 2000-05-16 | Xypoint Corporation | Data request router for use with emergency public safety answering point systems |
WO1998031130A1 (en) | 1997-01-14 | 1998-07-16 | Genesys Telecommunications Laboratories, Inc. | System and method for operating a plurality of call centers |
AU6023598A (en) | 1997-01-14 | 1998-08-03 | Genesys Telecommunications Laboratories, Inc. | System and method for operating a plurality of call centers |
JP2000514985A (en) | 1997-01-14 | 2000-11-07 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | System and method for operating multiple call centers |
JP3681403B2 (en) | 1997-01-14 | 2005-08-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | System and method for operating multiple call centers |
EP0983676B1 (en) | 1997-01-14 | 2009-06-24 | Genesys Telecommunications Laboratories, Inc. | System and method for operating a plurality of call centers |
US5915012A (en) | 1997-01-14 | 1999-06-22 | Genesys, Telecommunications Laboratories, Inc. | System and method for operating a plurality of call centers |
JP3547142B2 (en) | 1997-01-21 | 2004-07-28 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and system for determining and using multiple object states in an integrated computer-telephony system |
JP2000514986A (en) | 1997-01-21 | 2000-11-07 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and system for determining and using multiple object states in an integrated computer-telephony system |
WO1998034390A1 (en) | 1997-01-21 | 1998-08-06 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
AU6034698A (en) | 1997-01-21 | 1998-08-25 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computertelephony integration system |
US5933492A (en) | 1997-01-21 | 1999-08-03 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
EP0954922B1 (en) | 1997-01-21 | 2006-03-22 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
DE69833935T2 (en) | 1997-01-21 | 2006-11-23 | Genesys Telecommunications Laboratories, Inc., San Francisco | METHOD AND SYSTEM FOR DETERMINING AND USING MULTIPLE OBJECT STATES IN A COMPUTER TELEPHONE INTEGRATED SYSTEM |
US6055308A (en) | 1997-01-21 | 2000-04-25 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
US6049272A (en) | 1997-01-22 | 2000-04-11 | Boyd B. Moore et al. | Automated data transmission link to law enforcement and security personnel |
US5940598A (en) | 1997-01-28 | 1999-08-17 | Bell Atlantic Network Services, Inc. | Telecommunications network to internetwork universal server |
US5828747A (en) | 1997-01-28 | 1998-10-27 | Lucent Technologies Inc. | Call distribution based on agent occupancy |
US6073124A (en) | 1997-01-29 | 2000-06-06 | Shopnow.Com Inc. | Method and system for securely incorporating electronic information into an online purchasing application |
US5867484A (en) | 1997-01-31 | 1999-02-02 | Intellect Network Technologies | Switchable multi-drop video distribution system |
US5864848A (en) | 1997-01-31 | 1999-01-26 | Microsoft Corporation | Goal-driven information interpretation and extraction system |
US6061054A (en) | 1997-01-31 | 2000-05-09 | Hewlett-Packard Company | Method for multimedia presentation development based on importing appearance, function, navigation, and content multimedia characteristics from external files |
US6014437A (en) | 1997-02-03 | 2000-01-11 | International Business Machines Corporation | Multi service platform architecture for telephone networks |
US6058435A (en) | 1997-02-04 | 2000-05-02 | Siemens Information And Communications Networks, Inc. | Apparatus and methods for responding to multimedia communications based on content analysis |
EP0856980A2 (en) | 1997-02-04 | 1998-08-05 | Siemens Business Communication Systems, Inc. | Content searchable communications for a routing method and ACD system |
JP2000516432A (en) | 1997-02-06 | 2000-12-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Email routing system |
US7272627B2 (en) | 1997-02-06 | 2007-09-18 | Genesys Telecommunications Laboratories, Inc. | System and apparatus for pre-routing network events |
US7619996B2 (en) | 1997-02-06 | 2009-11-17 | Genesys Telecommunications Laboratories, Inc. | Determining presence for interaction routing |
US7715332B2 (en) | 1997-02-06 | 2010-05-11 | Genesys Telecommunications Laboratories, Inc. | Determining presence for interaction routing |
US7610347B2 (en) | 1997-02-06 | 2009-10-27 | Genesys Telecommunications Laboratories, Inc. | System and apparatus for pre-routing network events |
US20070195940A1 (en) | 1997-02-06 | 2007-08-23 | Genesys Telecommunications Laboratories, Inc. | Determining Presence for Transaction Routing |
US20030018729A1 (en) | 1997-02-06 | 2003-01-23 | Alec Miloslavsky | System for routing electronic mails |
US5765033A (en) | 1997-02-06 | 1998-06-09 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
WO1998035326A1 (en) | 1997-02-06 | 1998-08-13 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US20010001150A1 (en) | 1997-02-06 | 2001-05-10 | Alec Miloslavsky | System for routing electronic mails |
US6600733B2 (en) | 1997-02-06 | 2003-07-29 | Verizon Laboratories Inc. | System for interconnecting packet-switched and circuit-switched voice communications |
EP0958560A1 (en) | 1997-02-06 | 1999-11-24 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US6473787B2 (en) | 1997-02-06 | 2002-10-29 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US20080002822A1 (en) | 1997-02-06 | 2008-01-03 | Genesys Telecommunications Laboratories, Inc. | System and Apparatus for Pre-Routing Network Events |
AU6319498A (en) | 1997-02-06 | 1998-08-26 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US20090089451A1 (en) | 1997-02-06 | 2009-04-02 | Genesys Telecommunications Laboratories, Inc. | System and Apparatus for Pre-Routing Network Events |
US6263066B1 (en) | 1997-02-06 | 2001-07-17 | Genesys Telecommunications Laboratories, Inc. | Multimedia managing and prioritized queuing system integrated with intelligent routing capability |
US6453341B1 (en) | 1997-02-06 | 2002-09-17 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US20020087648A1 (en) | 1997-02-06 | 2002-07-04 | Yevgeniy Petrovykh | System and apparatus for pre-routing network events |
US20080049928A1 (en) | 1997-02-06 | 2008-02-28 | Alec Miloslavsky | Determining Presence for Interaction Routing |
US20020097708A1 (en) | 1997-02-06 | 2002-07-25 | Shuang Deng | System for interconnecting packet-switched and circuit-switched voice communications |
US7853717B2 (en) | 1997-02-06 | 2010-12-14 | Genesys Telecommunications Laboratories, Inc. | System and apparatus for pre-routing network events |
WO1998037686A1 (en) | 1997-02-07 | 1998-08-27 | Mci Communications Corporation | Network call parking manager |
US6044144A (en) | 1997-02-07 | 2000-03-28 | Mci Communications Corp. | Network call parking manager |
US6185291B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunication Laboratories, Inc. | Personal desktop router |
US6011792A (en) | 1997-02-10 | 2000-01-04 | Genesys Telecommunications Laboratories, Inc. | Escalatory reactive call routing |
US5915011A (en) | 1997-02-10 | 1999-06-22 | Genesys Telecommunications Laboratories, Inc. | Statistically-predictive and agent-predictive call routing |
US6122360A (en) | 1997-02-10 | 2000-09-19 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US6005931A (en) | 1997-02-10 | 1999-12-21 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US6449270B1 (en) | 1997-02-10 | 2002-09-10 | Genesys Telecommunications Laboratories, Inc. | Dynamic re-routing |
US6104801A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications, Inc. | Escalatory reactive call routing |
US20020012428A1 (en) | 1997-02-10 | 2002-01-31 | Igor Neyman | Virtualized Computer Telephony Integrated Link for Enhanced Functionality in Call Centers |
US20040208134A1 (en) | 1997-02-10 | 2004-10-21 | Igor Neyman | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US6470080B2 (en) | 1997-02-10 | 2002-10-22 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US20060133594A1 (en) | 1997-02-10 | 2006-06-22 | Igor Neyman | Call center apparatus and functionality in telephony |
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 |
US20010043586A1 (en) | 1997-02-10 | 2001-11-22 | Alec Miloslavsky | Apparatus and methods enhancing call routing to and within call-centers |
US6359981B1 (en) | 1997-02-10 | 2002-03-19 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality in call centers |
US6148074A (en) | 1997-02-10 | 2000-11-14 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US20020037076A1 (en) | 1997-02-10 | 2002-03-28 | Perlmutter S. Michael | In-band signaling for routing |
US5905792A (en) | 1997-02-10 | 1999-05-18 | Genesys Telecommunications Laboratories, Inc. | External positivistic forward transfer in call routing systems |
US5995614A (en) | 1997-02-10 | 1999-11-30 | Genesys Telecommunications Laboratories, Inc. | Dynamic requeing to avoid latency in call-routing systems |
US6434231B2 (en) | 1997-02-10 | 2002-08-13 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality in call centers |
US5995615A (en) | 1997-02-10 | 1999-11-30 | Genesys Telecommunications Laboratories, Inc. | External positivistic forward transfer in call-routing systems |
US5991392A (en) | 1997-02-10 | 1999-11-23 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing |
US6175563B1 (en) | 1997-02-10 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc. | Parallel data transfer and synchronization in computer-simulated telephony |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US5991391A (en) | 1997-02-10 | 1999-11-23 | Genesys Telecommunications Laboratories, Inc. | Dynamic re-routing |
US20030002652A1 (en) | 1997-02-10 | 2003-01-02 | Igor Neyman | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US20060210047A1 (en) | 1997-02-10 | 2006-09-21 | Igor Neyman | Negotiated routing in telephony systems |
US7020264B1 (en) | 1997-02-10 | 2006-03-28 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US6181788B1 (en) | 1997-02-10 | 2001-01-30 | Genesys Telecommunications Laboratories, Inc. | Uniform control of mixed platforms in telephony |
US6185292B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Skill-based real-time call routing in telephony systems |
US5946387A (en) | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US6393018B2 (en) | 1997-02-10 | 2002-05-21 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
US6185287B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Parallel data transfer and synchronization |
US5940496A (en) | 1997-02-10 | 1999-08-17 | Gewesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing within and between call-centers |
US6198739B1 (en) | 1997-02-10 | 2001-03-06 | Genesys Telecommunications Laboratories, Inc. | Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US7903807B2 (en) | 1997-02-10 | 2011-03-08 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US5940497A (en) | 1997-02-10 | 1999-08-17 | Genesys Telecommunications Laboratories, Inc. | Statistically-predictive and agent-predictive call routing |
US6201863B1 (en) | 1997-02-10 | 2001-03-13 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US6064667A (en) | 1997-02-10 | 2000-05-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call centers |
US7231032B2 (en) | 1997-02-10 | 2007-06-12 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
US8358769B2 (en) | 1997-02-10 | 2013-01-22 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US20130129067A1 (en) | 1997-02-10 | 2013-05-23 | Igor Neyman | Personal desktop router |
US20130230160A1 (en) | 1997-02-10 | 2013-09-05 | Igor Neyman | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US5970065A (en) | 1997-02-10 | 1999-10-19 | Genesys Telecommunications Laboratories, Inc. | Uniform control of mixed platforms in telephony |
US5963632A (en) | 1997-02-10 | 1999-10-05 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing of misrouted calls in call-routing systems |
US6289094B1 (en) | 1997-02-10 | 2001-09-11 | Genesys Telecommunications Laboratories, Inc. | External positivistic forward transfer in call routing systems |
US5953332A (en) | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing |
US5953405A (en) | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-predictive routing process in call-routing systems |
US20080043977A1 (en) | 1997-02-10 | 2008-02-21 | Igor Neyman | Personal Desktop Router |
US6735298B2 (en) | 1997-02-10 | 2004-05-11 | Genesys Telecommunications Laboratoiries, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US5926538A (en) | 1997-02-11 | 1999-07-20 | Genesys Telecommunications Labs, Inc | Method for routing calls to call centers based on statistical modeling of call behavior |
AU6167398A (en) | 1997-02-11 | 1998-08-26 | Genesys Telecommunications Laboratories, Inc. | Method for routing calls to call centers based on statistical models of call behavior |
WO1998035509A2 (en) | 1997-02-11 | 1998-08-13 | Genesys Telecommunications Laboratories, Inc. | Method for routing calls to call centers based on statistical models of call behavior |
US6098065A (en) | 1997-02-13 | 2000-08-01 | Nortel Networks Corporation | Associative search engine |
WO1998036551A1 (en) | 1997-02-14 | 1998-08-20 | Efusion, Inc. | Method and apparatus for connecting an incoming call to a computer system that is already engaged in a communication session |
JP2000517142A (en) | 1997-02-19 | 2000-12-19 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Apparatus and method for enhancing call routing to and within a call center |
US20080043955A1 (en) | 1997-02-19 | 2008-02-21 | Yuri Shtivelman | Escalatory Reactive Call Routing |
EP0962087A1 (en) | 1997-02-19 | 1999-12-08 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
US20070071224A1 (en) | 1997-02-19 | 2007-03-29 | Genesys Telecommunications Laboratories, Inc. | Initial Routing of Internet-Protocol Network Telephone Calls |
US20080046531A1 (en) | 1997-02-19 | 2008-02-21 | Yuri Shtivelman | System for Routing Electronic Mails |
WO1998037687A1 (en) | 1997-02-19 | 1998-08-27 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
WO1998037677A2 (en) | 1997-02-19 | 1998-08-27 | Genesys Telecommunications Laboratories, Inc. | A personal desktop router |
CA2280002A1 (en) | 1997-02-19 | 1998-08-27 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
EP1333653B1 (en) | 1997-02-19 | 2009-04-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method enhancing call routing to and within call-centers |
US20080049929A1 (en) | 1997-02-19 | 2008-02-28 | Alec Miloslavsky | Skill-Based Real-time Call Routing in Telephony Systems |
US20080043975A1 (en) | 1997-02-19 | 2008-02-21 | Alec Miloslavsky | Dynamic Re-routing |
JP3686087B2 (en) | 1997-02-19 | 2005-08-24 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Apparatus and method for enhancing call routing to and within a call center |
AU6655298A (en) | 1997-02-19 | 1998-09-09 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
AU6655398A (en) | 1997-02-19 | 1998-09-09 | Genesys Telecommunications Laboratories, Inc. | A personal desktop router |
US7558383B2 (en) | 1997-02-19 | 2009-07-07 | Genesys Telecommunications Laboratories, Inc. | Initial routing of internet-protocol network telephone calls |
US20080043728A1 (en) | 1997-02-19 | 2008-02-21 | Alec Miloslavsky | Apparatus and Methods for Coordinating Telephone and Data Communications |
WO1998037481A1 (en) | 1997-02-25 | 1998-08-27 | Intertrust Technologies Corp. | Techniques for defining, using and manipulating rights management data structures |
US5970134A (en) | 1997-02-26 | 1999-10-19 | Mci Communications Corporation | System and method for monitoring calls parked on an automatic call distributor |
US5923745A (en) | 1997-02-28 | 1999-07-13 | Teknekron Infoswitch Corporation | Routing calls to call centers |
GB2324627A (en) | 1997-03-04 | 1998-10-28 | Talkway Inc | Interface for computer discussion technologies |
US5937057A (en) | 1997-03-05 | 1999-08-10 | Selsius Systems, Inc. | Video/audio communications call center and method of operation thereof |
US6141345A (en) | 1997-03-06 | 2000-10-31 | Lucent Technologies Inc. | Signal processing resource allocation for internet-based telephony |
US6104711A (en) | 1997-03-06 | 2000-08-15 | Bell Atlantic Network Services, Inc. | Enhanced internet domain name server |
US6205135B1 (en) | 1997-03-06 | 2001-03-20 | Lucent Technologies Inc | Access platform for internet-based telephony |
US6075783A (en) | 1997-03-06 | 2000-06-13 | Bell Atlantic Network Services, Inc. | Internet phone to PSTN cellular/PCS system |
US5905793A (en) | 1997-03-07 | 1999-05-18 | Lucent Technologies Inc. | Waiting-call selection based on anticipated wait times |
EP0883306A2 (en) | 1997-03-07 | 1998-12-09 | AT&T Corp. | System and method for teleconferencing on an internetwork comprising connection oriented and connectionless networks |
US5982873A (en) | 1997-03-07 | 1999-11-09 | Lucent Technologies Inc. | Waiting-call selection based on objectives |
JPH10304074A (en) | 1997-03-07 | 1998-11-13 | Lucent Technol Inc | Item selecting method |
JPH10304073A (en) | 1997-03-07 | 1998-11-13 | Lucent Technol Inc | Item selecting method |
EP0863651A2 (en) | 1997-03-07 | 1998-09-09 | Lucent Technologies Inc. | Waiting-call selection based on objectives |
US5818935A (en) | 1997-03-10 | 1998-10-06 | Maa; Chia-Yiu | Internet enhanced video system |
US6721306B1 (en) | 1997-03-11 | 2004-04-13 | Verizon Services Corp. | Public wireless/cordless internet gateway |
US5991365A (en) | 1997-03-12 | 1999-11-23 | Siemens Corporate Research, Inc. | Remote phone-based access to a universal multimedia mailbox |
US5903631A (en) | 1997-03-12 | 1999-05-11 | Mitel Corporation | One-button intelligent CTI dialler |
US5889774A (en) | 1997-03-14 | 1999-03-30 | Efusion, Inc. | Method and apparatus for selecting an internet/PSTN changeover server for a packet based phone call |
US5987102A (en) | 1997-03-14 | 1999-11-16 | Efusion, Inc. | Method and apparatus for bridging a voice call including selective provision of information in non-audio to the caller |
US6026087A (en) | 1997-03-14 | 2000-02-15 | Efusion, Inc. | Method and apparatus for establishing a voice call to a PSTN extension for a networked client computer |
US6760322B1 (en) | 1997-03-17 | 2004-07-06 | Fujitsu Limited | CTI Control System |
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 |
US6134318A (en) | 1997-03-19 | 2000-10-17 | At&T Corp | System and method for telemarketing through a hypertext network |
US6038537A (en) | 1997-03-19 | 2000-03-14 | Fujitsu Limited | Intra-organization cooperation system, commodity deal management method, and storage medium |
EP0866407A1 (en) | 1997-03-19 | 1998-09-23 | AT&T Corp. | System and method for telemarketing through a hypertext network |
US6181736B1 (en) | 1997-03-25 | 2001-01-30 | Nxi Communications, Inc. | Network communication system |
US6345300B1 (en) | 1997-03-25 | 2002-02-05 | Intel Corporation | Method and apparatus for detecting a user-controlled parameter from a client device behind a proxy |
US6253129B1 (en) | 1997-03-27 | 2001-06-26 | Tripmaster Corporation | System for monitoring vehicle efficiency and vehicle and driver performance |
US5987423A (en) | 1997-03-28 | 1999-11-16 | International Business Machines Corporation | Object oriented technology framework for order processing |
EP0869639A2 (en) | 1997-03-28 | 1998-10-07 | Sun Microsystems, Inc. | Message tracking |
US6278996B1 (en) | 1997-03-31 | 2001-08-21 | Brightware, Inc. | System and method for message process and response |
WO1998044714A1 (en) | 1997-04-01 | 1998-10-08 | Cosmocom, Inc. | Multimedia telecommunication automatic call distribution system |
US6046762A (en) | 1997-04-01 | 2000-04-04 | Cosmocom, Inc. | Multimedia telecommunication automatic call distribution system |
US5960073A (en) | 1997-04-03 | 1999-09-28 | Genesys Telecommunications Laboratories , Inc. | Method and apparatus for providing an interactive home agent with access to call center functionality and resources |
WO1998044699A1 (en) | 1997-04-03 | 1998-10-08 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced 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 |
US6018578A (en) | 1997-04-03 | 2000-01-25 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
AU7099298A (en) | 1997-04-03 | 1998-10-22 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality |
US7372956B1 (en) | 1997-04-03 | 2008-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing an interactive home agent with access to call center functionality and resources |
US5940495A (en) | 1997-04-03 | 1999-08-17 | Genesys Telecommunications Laboratories, Inc. | Virtualized computer telephony integrated link for enhanced functionality |
US6182059B1 (en) | 1997-04-03 | 2001-01-30 | Brightware, Inc. | Automatic electronic message interpretation and routing system |
US6028917A (en) | 1997-04-04 | 2000-02-22 | International Business Machines Corporation | Access to extended telephone services via the internet |
US6243379B1 (en) | 1997-04-04 | 2001-06-05 | Ramp Networks, Inc. | Connection and packet level multiplexing between network links |
US5999609A (en) | 1997-04-04 | 1999-12-07 | Sun Microsystems, Inc. | Computer-telephony (CT) system including an electronic call request |
US6226285B1 (en) | 1997-04-11 | 2001-05-01 | Siemens Information And Communication Networks, Inc. | Method and system to deliver an audiovisual presentation to a workstation using the telephone |
US5978467A (en) | 1997-04-11 | 1999-11-02 | Walker Asset Management Limited Partnership | Method and apparatus for enabling interaction between callers with calls positioned in a queue |
US6868391B1 (en) | 1997-04-15 | 2005-03-15 | Telefonaktiebolaget Lm Ericsson (Publ) | Tele/datacommunications payment method and apparatus |
US6081591A (en) | 1997-04-16 | 2000-06-27 | Skoog; Frederick H. | Signaling network gateway device and method for use in a signaling network |
US6198738B1 (en) | 1997-04-16 | 2001-03-06 | Lucent Technologies Inc. | Communications between the public switched telephone network and packetized data networks |
US6115596A (en) | 1997-04-22 | 2000-09-05 | Ericsson Inc. | Systems and methods for handling emergency calls in hierarchical cell structures |
WO1998048577A2 (en) | 1997-04-22 | 1998-10-29 | Ericsson Inc. | Systems and methods for identifying emergency calls in radiocommunication systems |
US6256489B1 (en) | 1997-04-24 | 2001-07-03 | Lucent Technologies Inc. | Enhanced emergency service for ISDN based emergency services in a wireless telecommunications system |
US6175562B1 (en) | 1997-04-29 | 2001-01-16 | Intervoice Limited Partnership | Switchless call processing |
US5978465A (en) | 1997-05-05 | 1999-11-02 | Aspect Telecommunications Corporation | Method and apparatus for allocating resources in a call center |
US6041116A (en) | 1997-05-05 | 2000-03-21 | Aspect Telecommunications Corporation | Method and apparatus for controlling outbound calls |
US6094479A (en) | 1997-05-06 | 2000-07-25 | Telefonaktiebolaget Lm Ericsson | Computer telephony integration gateway |
US6182249B1 (en) | 1997-05-12 | 2001-01-30 | Sun Microsystems, Inc. | Remote alert monitoring and trend analysis |
US6125126A (en) | 1997-05-14 | 2000-09-26 | Telefonaktiebolaget Lm Ericsson | Method and apparatus for selective call forwarding |
US6049547A (en) | 1997-05-15 | 2000-04-11 | Lucent Technologies Inc. | Lookahead interflow of traffic among a plurality of serving sites of one customer |
US5953406A (en) | 1997-05-20 | 1999-09-14 | Mci Communications Corporation | Generalized customer profile editor for call center services |
US5806061A (en) | 1997-05-20 | 1998-09-08 | Hewlett-Packard Company | Method for cost-based optimization over multimeida repositories |
US6188688B1 (en) | 1997-05-21 | 2001-02-13 | International Business Machines Corporation | Method and apparatus for placing telephone calls while connected to the internet |
US6263359B1 (en) | 1997-05-22 | 2001-07-17 | International Business Machines Corporation | Computer resource proportional utilization and response time scheduling |
JPH10327258A (en) | 1997-05-23 | 1998-12-08 | Fujitsu Ltd | Communication system and communication method |
CA2289193A1 (en) | 1997-05-30 | 1998-12-03 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing within and between call-centers |
DE69832275T2 (en) | 1997-05-30 | 2006-08-10 | Genesys Telecommunications Laboratories, Inc., San Francisco | APPARATUS AND METHOD FOR IMPROVING THE CALLING GEAR CIRCULATION TO AND IN CALL CENTERS |
WO1998054877A2 (en) | 1997-05-30 | 1998-12-03 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing within and between call-centers |
EP0985308B1 (en) | 1997-05-30 | 2005-11-09 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing within and between call-centers |
JP3681406B2 (en) | 1997-05-30 | 2005-08-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Apparatus and method for enhancing call routing within and between call centers |
US6285364B1 (en) | 1997-06-03 | 2001-09-04 | Cisco Technology, Inc. | Method and apparatus for organizing and displaying internet and telephone information |
US6233234B1 (en) | 1997-06-03 | 2001-05-15 | Bell Atlantic Network Services, Inc. | Secure LAN/internet telephony |
WO1998056133A2 (en) | 1997-06-04 | 1998-12-10 | Telcordia Technologies, Inc. | Systems and methods for internet enabled services |
DE69834184T2 (en) | 1997-06-04 | 2007-03-08 | Genesys Telecommunications Laboratories, Inc., San Francisco | PERSONAL DESKTOP PATH |
JP2006295947A (en) | 1997-06-04 | 2006-10-26 | Genesys Telecommunications Lab Inc | Personal desktop router |
EP0986875B1 (en) | 1997-06-04 | 2006-04-12 | Genesys Telecommunications Laboratories, Inc. | A personal desktop router |
JP2001526871A (en) | 1997-06-04 | 2001-12-18 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Personal desktop router |
CA2289198A1 (en) | 1997-06-04 | 1998-12-10 | Igor Neyman | A personal desktop router |
WO1998056141A1 (en) | 1997-06-04 | 1998-12-10 | Genesys Telecommunications Laboratories, Inc. | A personal desktop router |
WO1998057501A2 (en) | 1997-06-09 | 1998-12-17 | Northern Telecom Limited | Electronic communications manager |
US5974135A (en) | 1997-06-11 | 1999-10-26 | Harrah's Operating Company, Inc. | Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions |
US6073105A (en) | 1997-06-13 | 2000-06-06 | Tele-Publishing, Inc. | Interactive personals online network method and apparatus |
WO1999000960A1 (en) | 1997-06-26 | 1999-01-07 | British Telecommunications Public Limited Company | Data communications |
US5983218A (en) | 1997-06-30 | 1999-11-09 | Xerox Corporation | Multimedia database for use over networks |
WO1999000966A1 (en) | 1997-06-30 | 1999-01-07 | Mci Worldcom, Inc. | System and method for enhanced skills based routing |
US20010054064A1 (en) | 1997-07-02 | 2001-12-20 | Pallipuram V. Kannan | Method system and computer program product for providing customer service over the world-wide web |
US5923879A (en) | 1997-07-02 | 1999-07-13 | Ncr Corporation | Conversion system and method between corba and c/c++ architectures for corba data pairs/couples |
US6175842B1 (en) | 1997-07-03 | 2001-01-16 | At&T Corp. | System and method for providing dynamic three-dimensional multi-user virtual spaces in synchrony with hypertext browsing |
US6009163A (en) | 1997-07-03 | 1999-12-28 | U S West, Inc. | Method and system for regulating incoming calls from multiple points of origination |
US5987117A (en) | 1997-07-07 | 1999-11-16 | Mitel Corporation | Method of dynamic load sharing between systems with automatic telephone call distributors |
US6014647A (en) | 1997-07-08 | 2000-01-11 | Nizzari; Marcia M. | Customer interaction tracking |
US6205412B1 (en) | 1997-07-09 | 2001-03-20 | Genesys Telecommunications Laboratories, Inc. | Methods in computer simulation of telephony systems |
US6256503B1 (en) | 1997-07-09 | 2001-07-03 | Nortel Networks Limited | Method and system in a wireless communications network for providing restricted user termination areas based on originator location |
WO1999003247A2 (en) | 1997-07-09 | 1999-01-21 | Genesys Telecommunications Laboratories, Inc. | Methods in computer simulation of telephony systems |
US6119167A (en) | 1997-07-11 | 2000-09-12 | Phone.Com, Inc. | Pushing and pulling data in networks |
US6343281B1 (en) | 1997-07-11 | 2002-01-29 | Kabushiki Kaisha Toshiba | Device and method for preventing fraudulent copies of data containing encrypted copy-management information and recording medium |
US6097938A (en) | 1997-07-11 | 2000-08-01 | Northern Telecom Limited | Authentication and tracking system for a cellular telephone |
US5958016A (en) | 1997-07-13 | 1999-09-28 | Bell Atlantic Network Services, Inc. | Internet-web link for access to intelligent network service control |
US6122632A (en) | 1997-07-21 | 2000-09-19 | Convergys Customer Management Group Inc. | Electronic message management system |
US5996000A (en) | 1997-07-23 | 1999-11-30 | United Leisure, Inc. | Method and apparatus for using distributed multimedia information |
US6370567B1 (en) | 1997-07-28 | 2002-04-09 | Solectron Corporation | E-mail based workflow systems and methods of distributing e-mail |
US5978836A (en) | 1997-07-28 | 1999-11-02 | Solectron Corporation | Workflow systems and methods |
JPH1155741A (en) | 1997-07-31 | 1999-02-26 | Nippon Telegr & Teleph Corp <Ntt> | Method for displaying plural pieces of position information and position information management device |
US6167404A (en) | 1997-07-31 | 2000-12-26 | Avid Technology, Inc. | Multimedia plug-in using dynamic objects |
US6219413B1 (en) | 1997-08-07 | 2001-04-17 | At&T Corp. | Apparatus and method for called-party telephone messaging while interconnected to a data network |
US5893912A (en) | 1997-08-13 | 1999-04-13 | International Business Machines Corporation | Thread context manager for relational databases, method and computer program product for implementing thread context management for relational databases |
US6678718B1 (en) * | 1997-08-29 | 2004-01-13 | Aspect Communications Corporation | Method and apparatus for establishing connections |
US5959982A (en) | 1997-08-29 | 1999-09-28 | Adicom Wireless, Inc. | Method and apparatus for adapting a time division duplex timing device for propagation delay |
US6038293A (en) | 1997-09-03 | 2000-03-14 | Mci Communications Corporation | Method and system for efficiently transferring telephone calls |
US6301480B1 (en) | 1997-09-05 | 2001-10-09 | @Track Communications, Inc. | System and method for communicating using a voice network and a data network |
WO1999012367A1 (en) | 1997-09-05 | 1999-03-11 | Highwaymaster Communications, Inc. | System and method for communicating using a voice network and a data network |
US6128603A (en) | 1997-09-09 | 2000-10-03 | Dent; Warren T. | Consumer-based system and method for managing and paying electronic billing statements |
AU9381998A (en) | 1997-09-12 | 1999-04-05 | Greeneden U.S. Holdings Ii, Llc | Improved call center apparatus and functionality in telephony |
ES2256666T3 (en) | 1997-09-12 | 2006-07-16 | Genesys Telecommunications Laboratories, Inc. | APPARATUS AND METHODS TO IMPROVE THE CALLING ROUTE TO AND INSIDE A CALL CENTER. |
WO1999014919A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Improved call center apparatus and functionality in telephony |
AU735134B2 (en) | 1997-09-12 | 2001-06-28 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
CA2302397A1 (en) | 1997-09-12 | 1999-03-25 | Yuri Shtivelman | Internet call waiting |
JP3516656B2 (en) | 1997-09-12 | 2004-04-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Improved call center and phone features |
US6259692B1 (en) | 1997-09-12 | 2001-07-10 | Genesys Telecommunications Laboratories, Inc. | Internet call waiting |
JP2001517029A (en) | 1997-09-12 | 2001-10-02 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Internet call waiting |
JP2001517027A (en) | 1997-09-12 | 2001-10-02 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Improved call center and phone features |
JP3628962B2 (en) | 1997-09-12 | 2005-03-16 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Internet call waiting |
DE69833285T2 (en) | 1997-09-12 | 2006-09-14 | Genesys Telecommunications Laboratories, Inc., San Francisco | Apparatus and method for improving call routing to and within call centers |
EP1013054B1 (en) | 1997-09-12 | 2009-02-25 | Genesys Telecommunications Laboratories, Inc. | Improved call center apparatus and functionality in telephony |
AU745404B2 (en) | 1997-09-12 | 2002-03-21 | Greeneden U.S. Holdings Ii, Llc | Internet call waiting |
DE69838795T2 (en) | 1997-09-12 | 2008-10-30 | Genesys Telecommunications Laboratories, Inc., San Francisco | METHOD AND DEVICE FOR REPRESENTATIVITY ASSESSMENT |
EP1359735B1 (en) | 1997-09-12 | 2006-01-25 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
ES2255657T3 (en) | 1997-09-12 | 2006-07-01 | Genesys Telecommunications Laboratories, Inc. | APPARATUS AND METHODS TO IMPROVE THE CALLING ROUTE TO CALL CENTERS AND INSIDE. |
AU736449B2 (en) | 1997-09-12 | 2001-07-26 | Greeneden U.S. Holdings Ii, Llc | Improved call center apparatus and functionality in telephony |
WO1999014920A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability |
US5960411A (en) | 1997-09-12 | 1999-09-28 | Amazon.Com, Inc. | Method and system for placing a purchase order via a communications network |
WO1999013635A1 (en) | 1997-09-12 | 1999-03-18 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
CA2302680A1 (en) | 1997-09-12 | 1999-03-18 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
CA2302704A1 (en) | 1997-09-12 | 1999-03-25 | Yuri Shtivelman | Method and apparatus for determining agent availability |
US6078581A (en) | 1997-09-12 | 2000-06-20 | Genesys Telecommunications Laboratories, Inc. | Internet call waiting |
EP1326415B1 (en) | 1997-09-12 | 2008-10-29 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
EP1021905B1 (en) | 1997-09-12 | 2007-11-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability |
DE69833462T2 (en) | 1997-09-12 | 2006-10-12 | Genesys Telecommunications Laboratories, Inc., San Francisco | Apparatus and method for improving call routing to and within call centers |
DE69833394T2 (en) | 1997-09-12 | 2006-10-12 | Genesys Telecommunications Laboratories, Inc., San Francisco | Apparatus and method for improving call routing to and within call centers |
EP1013066A1 (en) | 1997-09-12 | 2000-06-28 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
ES2257639T3 (en) | 1997-09-12 | 2006-08-01 | Genesys Telecommunications Laboratories, Inc. | APPLIANCES AND METHODS TO IMPROVE THE CALLING ROUTES TO CALL CENTERS AND WITHIN THE SAME. |
EP1377001B1 (en) | 1997-09-12 | 2006-02-15 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
CA2302674A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Improved call center apparatus and functionality in telephony |
EP1357729B1 (en) | 1997-09-12 | 2006-02-08 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call-centers |
EP1013062A1 (en) | 1997-09-12 | 2000-06-28 | Genesys Telecommunications Laboratories, Inc. | Internet call waiting |
AU9225198A (en) | 1997-09-12 | 1999-04-05 | Greeneden U.S. Holdings Ii, Llc | Internet call waiting |
AU737483B2 (en) | 1997-09-12 | 2001-08-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability |
US5926539A (en) | 1997-09-12 | 1999-07-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability based on level of uncompleted tasks |
WO1999014924A1 (en) | 1997-09-12 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Internet call waiting |
EP1016280A1 (en) | 1997-09-15 | 2000-07-05 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in improving and enhancing telephony telecommunications |
CA2302488A1 (en) | 1997-09-15 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in improving and enhancing telephony telecommunications |
JP2005102234A (en) | 1997-09-15 | 2005-04-14 | Genesys Telecommunications Lab Inc | Apparatus and method improving and enhancing telephony telecommunications |
JP2001517038A (en) | 1997-09-15 | 2001-10-02 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Apparatus and method for improving and enhancing telephony |
AU9479298A (en) | 1997-09-15 | 1999-04-05 | Greeneden U.S. Holdings Ii, Llc | Apparatus and methods in improving and enhancing telephony telecommunications |
JP2005094780A (en) | 1997-09-15 | 2005-04-07 | Genesys Telecommunications Lab Inc | Device and method for improving and reinforcing telephonic communication |
JP2005124184A (en) | 1997-09-15 | 2005-05-12 | Genesys Telecommunications Lab Inc | Apparatus and method for improving and enhancing telephony telecommunication |
JP4295186B2 (en) | 1997-09-15 | 2009-07-15 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Apparatus and method for improving and enhancing telephony |
US6373836B1 (en) | 1997-09-15 | 2002-04-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system |
WO1999014951A1 (en) | 1997-09-15 | 1999-03-25 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in improving and enhancing telephony telecommunications |
EP1328121A1 (en) | 1997-09-15 | 2003-07-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in improving and enhancing telephony telecommunications |
US6021428A (en) | 1997-09-15 | 2000-02-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center |
AU748636B2 (en) | 1997-09-15 | 2002-06-06 | Greeneden U.S. Holdings Ii, Llc | Apparatus and methods in improving and enhancing telephony telecommunications |
US6650747B1 (en) | 1997-09-18 | 2003-11-18 | At&T Corp. | Control of merchant application by system monitor in virtual contact center |
US6496981B1 (en) | 1997-09-19 | 2002-12-17 | Douglass A. Wistendahl | System for converting media content for interactive TV use |
US6370238B1 (en) | 1997-09-19 | 2002-04-09 | Siemens Information And Communication Networks Inc. | System and method for improved user interface in prompting systems |
US6011974A (en) | 1997-09-23 | 2000-01-04 | Telefonaktiebolaget L M Ericsson (Publ) | Method and system for determining position of a cellular mobile terminal |
US7236486B2 (en) | 1997-09-26 | 2007-06-26 | Mci, Llc | Integrated customer web station for web based call management |
US6611498B1 (en) | 1997-09-26 | 2003-08-26 | Worldcom, Inc. | Integrated customer web station for web based call management |
US6088696A (en) | 1997-09-29 | 2000-07-11 | Ericsson Inc. | Mailing/filing system for congruently categorizing different types of electronic mail resources received through a messaging system |
US5966427A (en) | 1997-09-30 | 1999-10-12 | Siemens Information | Apparatus and method for troubleshooting internet protocol telephony networks |
US6490350B2 (en) | 1997-09-30 | 2002-12-03 | Mci Communications Corporation | Monitoring system for telephony resources in a call center |
CA2302678A1 (en) | 1997-09-30 | 1999-04-08 | Yuri Shtivelman | Home agent call center system and method |
US6134315A (en) | 1997-09-30 | 2000-10-17 | Genesys Telecommunications Laboratories, Inc. | Metadata-based network routing |
US5940075A (en) | 1997-09-30 | 1999-08-17 | Unisys Corp. | Method for extending the hypertext markup language (HTML) to support enterprise application data binding |
JP3516659B2 (en) | 1997-09-30 | 2004-04-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Home Agent Call Center System and Method |
WO1999017518A1 (en) | 1997-09-30 | 1999-04-08 | Genesys Telecommunications Laboratories, Inc. | Home agent call center system and method |
AU743217B2 (en) | 1997-09-30 | 2002-01-24 | Genesys Telecommunications Laboratories, Inc. | Home agent call center system and method |
EP1033024A4 (en) | 1997-09-30 | 2004-09-22 | Genesys Telecomm Lab Inc | Home agent call center system and method |
AU9228098A (en) | 1997-09-30 | 1999-04-23 | Genesys Telecommunications Laboratories, Inc. | Home agent call center system and method |
JP2001518754A (en) | 1997-09-30 | 2001-10-16 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Home Agent Call Center System and Method |
US6023684A (en) | 1997-10-01 | 2000-02-08 | Security First Technologies, Inc. | Three tier financial transaction system with cache memory |
US6385202B1 (en) | 1997-10-01 | 2002-05-07 | At&T Corp. | Method and system for allowing access to traditional voice mail and interactive voice response systems over internet-like networks |
US6751210B1 (en) | 1997-10-02 | 2004-06-15 | Siemens Information & Communication Networks, Inc. | Alternate telephone call routing system |
US6393481B1 (en) | 1997-10-06 | 2002-05-21 | Worldcom, Inc. | Method and apparatus for providing real-time call processing services in an intelligent network |
US6459697B1 (en) | 1997-10-08 | 2002-10-01 | Genesys Telecommunications Laboratories, Inc. | Integrated telephony network combining a packet data network and a dedicated—connection network |
US6134235A (en) | 1997-10-08 | 2000-10-17 | At&T Corp. | Pots/packet bridge |
US20010040887A1 (en) | 1997-10-09 | 2001-11-15 | Yuri Shtivelman | Apparatus and methods enhancing call routing to and within call-centers |
US5987118A (en) | 1997-10-21 | 1999-11-16 | Mci Communiations Corporation | Method and computer program logic for providing an intelligent network operator console with enhanced services |
US6546405B2 (en) | 1997-10-23 | 2003-04-08 | Microsoft Corporation | Annotating temporally-dimensioned multimedia content |
US6233616B1 (en) | 1997-10-24 | 2001-05-15 | William J. Reid | Enterprise network management using directory containing network addresses of users obtained through DHCP to control routers and servers |
US6058389A (en) | 1997-10-31 | 2000-05-02 | Oracle Corporation | Apparatus and method for message queuing in a database system |
JP3877523B2 (en) | 1997-11-04 | 2007-02-07 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method for mixing phone calls |
AU743880B2 (en) | 1997-11-04 | 2002-02-07 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
US5991393A (en) | 1997-11-04 | 1999-11-23 | Genesys Telecommunicaitons, Laboratories, Inc. | Method for telephony call blending |
CN1130061C (en) | 1997-11-04 | 2003-12-03 | 通用系统通讯实验室(公司) | Method for telephony call blending |
US6389133B1 (en) | 1997-11-04 | 2002-05-14 | Genesys Telecommunications Laboratories, Inc | Method for telephony call blending |
EP1048162B1 (en) | 1997-11-04 | 2008-03-05 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
US5991395A (en) | 1997-11-04 | 1999-11-23 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
CN1285990A (en) | 1997-11-04 | 2001-02-28 | 通用系统通讯实验室(公司) | Method for telephony call blending |
WO1999023807A1 (en) | 1997-11-04 | 1999-05-14 | Melita International Corporation | Remote access, emulation, and control of office equipment, devices and services |
DE69839222T2 (en) | 1997-11-04 | 2009-03-12 | Genesys Telecommunications Laboratories, Inc., San Francisco | METHOD FOR TELEPHONE CALLING MIXTURE |
US6600822B2 (en) | 1997-11-04 | 2003-07-29 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
WO1999023806A1 (en) | 1997-11-04 | 1999-05-14 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
CA2308590A1 (en) | 1997-11-04 | 1999-05-14 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
US20020041674A1 (en) | 1997-11-04 | 2002-04-11 | Vladimir Kamen | Method for telephony call blending |
JP2001522201A (en) | 1997-11-04 | 2001-11-13 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Methods for mixing phone calls |
US20020126828A1 (en) | 1997-11-04 | 2002-09-12 | Vladimir Kamen | Method for telephony call blending |
AU1118899A (en) | 1997-11-04 | 1999-05-24 | Genesys Telecommunications Laboratories, Inc. | Method for telephony call blending |
US6157924A (en) | 1997-11-07 | 2000-12-05 | Bell & Howell Mail Processing Systems Company | Systems, methods, and computer program products for delivering information in a preferred medium |
WO1999025117A1 (en) | 1997-11-07 | 1999-05-20 | Matsushita Electric Industrial Co., Ltd. | Photoelectric transducer and solid-state image pickup device |
US5940823A (en) | 1997-11-10 | 1999-08-17 | International Business Machines Corporation | System for the distribution and storage of electronic mail information |
JP2001523930A (en) | 1997-11-14 | 2001-11-27 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Negotiated routing in the telephone system |
DE69838814T2 (en) | 1997-11-14 | 2008-11-13 | Genesys Telecommunications Laboratories, Inc., San Francisco | Negotiated routing in telephone systems |
AU740090B2 (en) | 1997-11-14 | 2001-11-01 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
CN1197336C (en) | 1997-11-14 | 2005-04-13 | 通用系统通讯实验室(公司) | Negotiated routing in telephony systems |
CA2309186A1 (en) | 1997-11-14 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
WO1999026424A2 (en) | 1997-11-14 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
CN1285991A (en) | 1997-11-14 | 2001-02-28 | 通用系统通讯实验室(公司) | Negotiated routing in telephony systems |
EP1031232B1 (en) | 1997-11-14 | 2007-12-05 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
AU1276799A (en) | 1997-11-14 | 1999-06-07 | Genesys Telecommunications Laboratories, Inc. | Negotiated routing in telephony systems |
JP3453561B2 (en) | 1997-11-14 | 2003-10-06 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Negotiated routing in the telephone system |
CN1282484A (en) | 1997-11-18 | 2001-01-31 | 通用系统通讯实验室(公司) | In-band signaling for routing |
CN1200548C (en) | 1997-11-18 | 2005-05-04 | 通用系统通讯实验室(公司) | In-band signaling for routing |
EP1040638B1 (en) | 1997-11-18 | 2008-01-16 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
DE69839022T2 (en) | 1997-11-18 | 2009-01-15 | Genesys Telecommunications Laboratories, Inc., San Francisco | SIGNALING IN THE USER FREQUENCY BELT FOR CONDUCTIVITY CONTROL |
AU1120099A (en) | 1997-11-18 | 1999-06-07 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
AU744340B2 (en) | 1997-11-18 | 2002-02-21 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
WO1999026395A1 (en) | 1997-11-18 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
CA2309185A1 (en) | 1997-11-18 | 1999-05-27 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
CN1662025A (en) | 1997-11-18 | 2005-08-31 | 通用系统通讯实验室(公司) | In-band signaling for routing |
CN100477702C (en) | 1997-11-18 | 2009-04-08 | 通用系统通讯实验室(公司) | In-band signaling for routing selection |
AU743737B2 (en) | 1997-11-20 | 2002-02-07 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
CN1132399C (en) | 1997-11-20 | 2003-12-24 | 通用系统通讯实验室(公司) | Method and system for determining and using multiple object states in computer telephony integration system |
CA2309183A1 (en) | 1997-11-20 | 1999-06-03 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
AU1286299A (en) | 1997-11-20 | 1999-06-15 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
JP3547397B2 (en) | 1997-11-20 | 2004-07-28 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and system for determining and using multiple object states in an integrated computer-telephony system |
JP2001524782A (en) | 1997-11-20 | 2001-12-04 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and system for determining and using multiple object states in an integrated computer-telephony system |
CN1282485A (en) | 1997-11-20 | 2001-01-31 | 通用系统通讯实验室(公司) | Method and system for determining and using multiple object states in computer telephony integration system |
EP1044553A1 (en) | 1997-11-20 | 2000-10-18 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
WO1999027698A1 (en) | 1997-11-20 | 1999-06-03 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
US6687241B1 (en) | 1997-11-21 | 2004-02-03 | Worldcom, Inc. | Enterprise contact server with enhanced routing features |
US6493447B1 (en) | 1997-11-21 | 2002-12-10 | Mci Communications Corporation | Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications |
US6396834B1 (en) | 1997-11-24 | 2002-05-28 | Riverstone Networks, Inc. | Flexible scheduler in an asynchronous transfer mode (ATM) switch |
US6320951B1 (en) | 1997-12-01 | 2001-11-20 | Genesys Telecommunications Laboratories, Inc. | Transfer-connect telephony services utilizing automated audio systems |
US6072864A (en) | 1997-12-01 | 2000-06-06 | Genesys Telecommunication Laboratories, Inc. | Transfer-connect telephony services utilizing automated audio systems |
US6286129B1 (en) | 1997-12-02 | 2001-09-04 | Aspect Communications | Method and apparatus for compiling transaction processing workflows |
US6243092B1 (en) | 1997-12-02 | 2001-06-05 | Aspect Communications | Transaction flow editing tool |
US6122364A (en) | 1997-12-02 | 2000-09-19 | Nortel Networks Corporation | Internet network call center |
US6166735A (en) | 1997-12-03 | 2000-12-26 | International Business Machines Corporation | Video story board user interface for selective downloading and displaying of desired portions of remote-stored video data objects |
US6128379A (en) | 1997-12-03 | 2000-10-03 | Telcordia Technologies, Inc. | Intelligent data peripheral systems and methods |
US6456619B1 (en) | 1997-12-04 | 2002-09-24 | Siemens Information And Communication Networks, Inc. | Method and system for supporting a decision tree with placeholder capability |
US6026375A (en) | 1997-12-05 | 2000-02-15 | Nortel Networks Corporation | Method and apparatus for processing orders from customers in a mobile environment |
US6418199B1 (en) | 1997-12-05 | 2002-07-09 | Jeffrey Perrone | Voice control of a server |
US6192250B1 (en) | 1997-12-05 | 2001-02-20 | Lucent Technologies Inc. | Cluster mobile switching center |
JPH11183189A (en) | 1997-12-19 | 1999-07-09 | Aisin Seiki Co Ltd | Mobile information service system |
US6345290B2 (en) | 1997-12-19 | 2002-02-05 | Fujitsu Limited | Chat system displaying attribute information, number of statements or amount of statements in registered channel |
US6023723A (en) | 1997-12-22 | 2000-02-08 | Accepted Marketing, Inc. | Method and system for filtering unwanted junk e-mail utilizing a plurality of filtering mechanisms |
US6332022B1 (en) | 1997-12-22 | 2001-12-18 | Nortel Networks Limited | Method and apparatus for routing emergency services calls in an intelligent network |
US6097804A (en) | 1997-12-23 | 2000-08-01 | Bell Canada | Method and system for completing a voice connection between first and second voice terminals in a switched telephone network |
US6128646A (en) | 1997-12-24 | 2000-10-03 | Genesys Telecommunications Laboratories Inc. | System for routing electronic mail to best qualified person based on content analysis |
US6430174B1 (en) | 1997-12-26 | 2002-08-06 | Nortel Networks Ltd. | Communication system supporting simultaneous voice and multimedia communications and method of operation therefore |
US20020150311A1 (en) | 1997-12-30 | 2002-10-17 | Lynn Eric R. | Apparatus and method for creating images of small documents |
US6021411A (en) | 1997-12-30 | 2000-02-01 | International Business Machines Corporation | Case-based reasoning system and method for scoring cases in a case database |
US6704409B1 (en) | 1997-12-31 | 2004-03-09 | Aspect Communications Corporation | Method and apparatus for processing real-time transactions and non-real-time transactions |
US6614780B2 (en) | 1998-01-02 | 2003-09-02 | Lucent Technologies Inc. | Internet calling apparatus and method |
US6785375B1 (en) | 1998-01-14 | 2004-08-31 | British Telecommunications Public Limited Company | Communications system |
US6094673A (en) | 1998-01-16 | 2000-07-25 | Aspect Communications | Method and apparatus for generating agent scripts |
US6366651B1 (en) | 1998-01-21 | 2002-04-02 | Avaya Technology Corp. | Communication device having capability to convert between voice and text message |
US6085097A (en) | 1998-02-12 | 2000-07-04 | Savery; Winsor T. | Cellular communications tracking system using a multitude of assigned call-numbers |
CA2320979A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
US20020131399A1 (en) | 1998-02-17 | 2002-09-19 | Laurent Philonenko | Queue prioritization based on competitive user input |
US6339593B1 (en) | 1998-02-17 | 2002-01-15 | Genesys Telecommunications Laboratories | Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement in the data network |
US5943416A (en) | 1998-02-17 | 1999-08-24 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
US6201804B1 (en) | 1998-02-17 | 2001-03-13 | Genesys Telecomunications Laboratories, Inc. | Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement |
US20080062971A1 (en) | 1998-02-17 | 2008-03-13 | Dan Kikinis | Network Telephony Interface Systems Between Data Network Telephony and Plain Old Telephone Service |
JP2002503903A (en) | 1998-02-17 | 2002-02-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for call distribution and override using priority |
CN1293798A (en) | 1998-02-17 | 2001-05-02 | 吉尼塞斯电信实验室公司 | Method and apparatus for call distribution and override with priority |
AU741437B2 (en) | 1998-02-17 | 2001-11-29 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
JP2002503921A (en) | 1998-02-17 | 2002-02-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Interface bridge for telephone networks between data telephony networks and dedicated connection telephony networks |
US6449358B1 (en) | 1998-02-17 | 2002-09-10 | Genesys Telecommunications Laboratories, Inc. | Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center |
US20010043589A1 (en) | 1998-02-17 | 2001-11-22 | Dan Kikinis | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
EP1057301B1 (en) | 1998-02-17 | 2013-08-28 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
US6801520B2 (en) | 1998-02-17 | 2004-10-05 | Genesys Telecommunications Laboratories, Inc. | Queue prioritization based on competitive user input |
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 |
WO1999041895A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US6563788B1 (en) | 1998-02-17 | 2003-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority recognition and fairness timing routines |
AU2595599A (en) | 1998-02-17 | 1999-08-30 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
US6118865A (en) | 1998-02-17 | 2000-09-12 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
US8018921B2 (en) | 1998-02-17 | 2011-09-13 | Genesys Telecommunications Laboratories, Inc. | Using XML expressed primitives for platform and system-independent call modeling |
US20060209797A1 (en) | 1998-02-17 | 2006-09-21 | Nikolay Anisimov | Method for implementing and executing communication center routing strategies represented in extensible markup language |
CA2320989A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US20110182418A1 (en) | 1998-02-17 | 2011-07-28 | Nikolay Anisimov | Method for Implementing and Executing Communication Center Routing Strategies Represented in Extensible Markup Language |
CN1512724A (en) | 1998-02-17 | 2004-07-14 | ������ʵ���ҹ�˾ | Telephone network interface electric bridge between data telephone network and special connected telephone network |
WO1999041891A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
US6337904B1 (en) | 1998-02-17 | 2002-01-08 | Genesys Telecommunications Laboratories, Inc | Automated survey control routine in a call center environment |
AU2674899A (en) | 1998-02-17 | 1999-08-30 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
JP3393119B2 (en) | 1998-02-17 | 2003-04-07 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for call distribution and override using priority |
US6456615B1 (en) | 1998-02-17 | 2002-09-24 | Genesys Telecommunications Laboratories, Inc. | Network telephony interface systems between data network telephony and plain old telephone service |
CN1149521C (en) | 1998-02-17 | 2004-05-12 | 吉尼塞斯电信实验室公司 | Method and apparatus for call distribution and override with priority |
AU758713B2 (en) | 1998-02-17 | 2003-03-27 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
US7808977B2 (en) | 1998-02-17 | 2010-10-05 | Genesys Telecommunications Laboratories, Inc. | Network telephony interface systems between data network telephony and plain old telephone service |
US6044146A (en) | 1998-02-17 | 2000-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US6259786B1 (en) | 1998-02-17 | 2001-07-10 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
CN1298590A (en) | 1998-02-17 | 2001-06-06 | 吉尼塞斯电信实验室公司 | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
CN1232077C (en) | 1998-02-17 | 2005-12-14 | 吉尼塞斯电信实验室公司 | Telephone network interface electric bridge between data telephone network and special connected telephone network |
US6002760A (en) | 1998-02-17 | 1999-12-14 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US6157655A (en) | 1998-02-17 | 2000-12-05 | Genesys Telecommunications Laboratories, Inc. | Method for estimating telephony system-queue waiting time in an agent level routing environment |
WO1999041720A1 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US6985478B2 (en) | 1998-02-17 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Using XML expressed primitives for platform and system-independent call modeling |
CN1756280A (en) | 1998-02-17 | 2006-04-05 | 吉尼塞斯电信实验室公司 | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
US20080049731A1 (en) | 1998-02-17 | 2008-02-28 | Dan Kikinis | Telephone Network Interface Bridge Between Data Telephony Networks and Dedicated Connection Telephony Networks |
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 |
WO1999041890A2 (en) | 1998-02-17 | 1999-08-19 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
AU2667299A (en) | 1998-02-17 | 1999-08-30 | Genesys Telecommunications Laboratories, Inc. | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
CN1145314C (en) | 1998-02-17 | 2004-04-07 | 吉尼塞斯电信实验室公司 | Telephone network interface bridge between data telephony networks and dedicated connection telephony networks |
AU2595499A (en) | 1998-02-17 | 1999-08-30 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US20010028649A1 (en) | 1998-02-17 | 2001-10-11 | Gregory Pogossiants | Using XML expressed primitives for platform and system-independent call modeling |
US20020057671A1 (en) | 1998-02-17 | 2002-05-16 | Dan Kikinis | Network telephony interface systems between data network telephony and plain old telephone service |
EP1064630A1 (en) | 1998-02-17 | 2001-01-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US20060034262A1 (en) | 1998-02-17 | 2006-02-16 | Gregory Pogossiants | Using XML expressed primitives for platform and system-independent call modeling |
WO1999043137A1 (en) | 1998-02-20 | 1999-08-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
JP2002504783A (en) | 1998-02-20 | 2002-02-12 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus enabling full interactive monitoring of calls coming into and out of a call-in center |
CA2320978A1 (en) | 1998-02-20 | 1999-08-26 | Oleg Bondarenko | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
US6408064B1 (en) | 1998-02-20 | 2002-06-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
CN1293858A (en) | 1998-02-20 | 2001-05-02 | 吉尼塞斯电信实验室公司 | Method and apparatus for enabling full interactive monitoring of calls to and from call-in center |
JP3384792B2 (en) | 1998-02-20 | 2003-03-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus enabling full interactive monitoring of calls coming into and out of a call-in center |
US6047060A (en) | 1998-02-20 | 2000-04-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
EP1066712A1 (en) | 1998-02-20 | 2001-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
US6718366B2 (en) | 1998-02-20 | 2004-04-06 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
AU739979B2 (en) | 1998-02-20 | 2001-10-25 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
US20020095462A1 (en) | 1998-02-20 | 2002-07-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
AU2674799A (en) | 1998-02-20 | 1999-09-06 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center |
US6178239B1 (en) | 1998-03-04 | 2001-01-23 | Genesys Telecommunications Laboratories Inc. | Telephony call-center scripting by petri net principles and techniques |
US6067357A (en) | 1998-03-04 | 2000-05-23 | Genesys Telecommunications Laboratories Inc. | Telephony call-center scripting by Petri Net principles and techniques |
US6055513A (en) | 1998-03-11 | 2000-04-25 | Telebuyer, Llc | Methods and apparatus for intelligent selection of goods and services in telephonic and electronic commerce |
US6628666B1 (en) | 1998-03-30 | 2003-09-30 | Genesys Telecomm Lab Inc | Managing bandwidth on demand for internet protocol messaging with capability for transforming telephony calls from one media type to another media type |
US6049779A (en) | 1998-04-06 | 2000-04-11 | Berkson; Stephen P. | Call center incentive system and method |
US6173316B1 (en) | 1998-04-08 | 2001-01-09 | Geoworks Corporation | Wireless communication device with markup language based man-machine interface |
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 |
US20010014604A1 (en) | 1998-04-20 | 2001-08-16 | Christopher H. Kingdon | System and method for provisioning assistance global positioning system information to a mobile station |
WO1999056227A1 (en) | 1998-04-27 | 1999-11-04 | British Telecommunications Public Limited Company | Database access tool |
US6044368A (en) | 1998-04-30 | 2000-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multiple agent commitment tracking and notification |
WO1999056229A1 (en) | 1998-04-30 | 1999-11-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multiple agent commitment tracking and notification |
US6449260B1 (en) | 1998-05-01 | 2002-09-10 | Siemens Information And Communication Networks, Inc. | Multimedia automatic call distribution system |
JPH11317817A (en) | 1998-05-06 | 1999-11-16 | Ntt Data Corp | Distributed call center, local site and remote site |
US6366658B1 (en) | 1998-05-07 | 2002-04-02 | Mci Communications Corporation | Telecommunications architecture for call center services using advanced interactive voice responsive service node |
US6496567B1 (en) | 1998-05-07 | 2002-12-17 | Mci Communications Corporation | Interactive voice response service node with advanced resource management |
US6427002B2 (en) | 1998-05-07 | 2002-07-30 | Worldcom, Inc. | Advanced interactive voice response service node |
US6292553B1 (en) * | 1998-05-20 | 2001-09-18 | At&T Corp. | Method and apparatus for IP network call delivery |
US6498897B1 (en) | 1998-05-27 | 2002-12-24 | Kasenna, Inc. | Media server system and method having improved asset types for playback of digital media |
JPH11346266A (en) | 1998-06-02 | 1999-12-14 | Hitachi Ltd | Computer telephony integration system and information providing device and switchboard controller and storage medium used for the same |
US6704410B1 (en) | 1998-06-03 | 2004-03-09 | Avaya Inc. | System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications |
US6453038B1 (en) | 1998-06-03 | 2002-09-17 | Avaya Technology Corp. | System for integrating agent database access skills in call center agent assignment applications |
WO1999065252A2 (en) | 1998-06-10 | 1999-12-16 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
AU4819499A (en) | 1998-06-10 | 1999-12-30 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony networklevel |
AU749023B2 (en) | 1998-06-11 | 2002-06-13 | Genesys Telecommunications Laboratories, Inc. | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
CN1152549C (en) | 1998-06-11 | 2004-06-02 | 吉尼塞斯电信实验室公司 | Multimedia managing and prioritized queneing system integrated with intelligent routing capability |
WO1999065214A1 (en) | 1998-06-11 | 1999-12-16 | Genesys Telecommunications Laboratories, Inc. | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
EP1092313A1 (en) | 1998-06-11 | 2001-04-18 | Genesys Telecommunications Laboratories, Inc. | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
CN1309861A (en) | 1998-06-11 | 2001-08-22 | 吉尼赛斯电信实验室公司 | Multimedia managing and prioritized queneing system integrated with intelligent routing capability |
JP2002518890A (en) | 1998-06-11 | 2002-06-25 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Multimedia management and priority queuing system integrated with intelligent routing functions |
CA2334513A1 (en) | 1998-06-11 | 1999-12-16 | Igor Neyman | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
AU4427299A (en) | 1998-06-11 | 1999-12-30 | Genesys Telecommunications Laboratories, Inc. | Multimedia managing and prioritized queueing system integrated with intelligent routing capability |
US6353608B1 (en) | 1998-06-16 | 2002-03-05 | Mci Communications Corporation | Host connect gateway for communications between interactive voice response platforms and customer host computing applications |
JP2000011005A (en) | 1998-06-17 | 2000-01-14 | Hitachi Ltd | Data analyzing method and its device and computer- readable recording medium recorded with data analytical program |
US6011844A (en) | 1998-06-19 | 2000-01-04 | Callnet Communications | Point-of-presence call center management system |
US6785710B2 (en) | 1998-06-22 | 2004-08-31 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
US20050033851A1 (en) | 1998-06-22 | 2005-02-10 | Dan Kikinis | E-mail client with programmable address attributes |
EP1088277A1 (en) | 1998-06-22 | 2001-04-04 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
CA2330608A1 (en) | 1998-06-22 | 1999-12-29 | Dan Kikinis | E-mail client with programmable address attributes |
AU746085B2 (en) | 1998-06-22 | 2002-04-11 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
CN1310822A (en) | 1998-06-22 | 2001-08-29 | 吉尼塞斯电信实验室公司 | E-mail client with programmable address attributes |
US20100198930A1 (en) | 1998-06-22 | 2010-08-05 | Genesys Telecommunications Laboratories, Inc. | E-Mail Client with Programmable Address Attributes |
JP2002519762A (en) | 1998-06-22 | 2002-07-02 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Email client with programmable address attributes |
WO1999067718A1 (en) | 1998-06-22 | 1999-12-29 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
US20040267892A1 (en) | 1998-06-22 | 2004-12-30 | Dan Kikinis | E-mail client with programmable address attributes |
US7716292B2 (en) | 1998-06-22 | 2010-05-11 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
US20010044828A1 (en) | 1998-06-22 | 2001-11-22 | Dan Kikinis | E-mail client with programmable address attributes |
AU4426799A (en) | 1998-06-22 | 2000-01-10 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
US6088340A (en) | 1998-06-23 | 2000-07-11 | Motorola, Inc. | Method and apparatus in a wireless communication system for controlling a display of template data by a protable subscriber unit |
US6236857B1 (en) | 1998-06-29 | 2001-05-22 | Lucent Technologies, Inc. | Methods and apparatus for accessing enhanced wireless services platforms via the public switched telephone network |
JP2000049847A (en) | 1998-07-14 | 2000-02-18 | Internatl Business Mach Corp <Ibm> | Method and device for dynamically changing multimedia contents |
US6229524B1 (en) | 1998-07-17 | 2001-05-08 | International Business Machines Corporation | User interface for interaction with video |
US6693893B1 (en) * | 1998-07-28 | 2004-02-17 | At&T Corp. | Method and apparatus for accessing a telephone network from the internet |
US6167255A (en) | 1998-07-29 | 2000-12-26 | @Track Communications, Inc. | System and method for providing menu data using a communication network |
WO2000007332A2 (en) | 1998-07-29 | 2000-02-10 | @Track Communications, Inc. | System and method for routing a call using a communications network |
US6405033B1 (en) | 1998-07-29 | 2002-06-11 | Track Communications, Inc. | System and method for routing a call using a communications network |
US6363411B1 (en) | 1998-08-05 | 2002-03-26 | Mci Worldcom, Inc. | Intelligent network |
US6243713B1 (en) | 1998-08-24 | 2001-06-05 | Excalibur Technologies Corp. | Multimedia document retrieval by application of multimedia queries to a unified index of multimedia data for a plurality of multimedia data types |
US6353667B1 (en) | 1998-08-27 | 2002-03-05 | Avaya Technology Corp. | Minimum interruption cycle time threshold for reserve call center agents |
US6393122B1 (en) | 1998-08-31 | 2002-05-21 | Nortel Networks Limited | Method and device for providing intermediate telephone service with enhanced network reliability |
US6681010B1 (en) | 1998-09-01 | 2004-01-20 | Genesys Telecommunications Laboratories, Inc. | Methods, systems and computer program products for automatic task distribution |
US7263671B2 (en) | 1998-09-09 | 2007-08-28 | Ricoh Company, Ltd. | Techniques for annotating multimedia information |
JP2002525895A (en) | 1998-09-11 | 2002-08-13 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Rules-based multimedia customer / enterprise interaction network operating system |
AU5810599A (en) | 1998-09-11 | 2000-04-03 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
US7565428B2 (en) | 1998-09-11 | 2009-07-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US7373405B2 (en) | 1998-09-11 | 2008-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
CN100547568C (en) | 1998-09-11 | 2009-10-07 | 吉尼塞斯电信实验室公司 | Mutual method between the issued transaction partner of management enterprise |
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 |
US6874119B2 (en) | 1998-09-11 | 2005-03-29 | Genesys Telecommunications Laboratories, Inc. | Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
US20040169675A1 (en) | 1998-09-11 | 2004-09-02 | Beck Christopher Clemmett Macleod | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US6212178B1 (en) | 1998-09-11 | 2001-04-03 | Genesys Telecommunication Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
US6108711A (en) | 1998-09-11 | 2000-08-22 | Genesys Telecommunications Laboratories, Inc. | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
US6345305B1 (en) | 1998-09-11 | 2002-02-05 | Genesys Telecommunications Laboratories, Inc. | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
US20080222240A1 (en) | 1998-09-11 | 2008-09-11 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center |
US20010044676A1 (en) | 1998-09-11 | 2001-11-22 | Christopher Clemmett Macleod Beck | Interface engine for managing business processes within a multimedia communication-center |
US6910072B2 (en) | 1998-09-11 | 2005-06-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
AU754238B2 (en) | 1998-09-11 | 2002-11-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
EP1125208B1 (en) | 1998-09-11 | 2010-04-21 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
US20010011366A1 (en) | 1998-09-11 | 2001-08-02 | Beck Christopher Clemmett Macleod | Interface engine for managing business processes within a multimedia communication-center |
US20030115353A1 (en) | 1998-09-11 | 2003-06-19 | Deryugin Vladimir N. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US20050147090A1 (en) | 1998-09-11 | 2005-07-07 | Macleod Beck Christopher C. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
AU755234B2 (en) | 1998-09-11 | 2002-12-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
AU5813699A (en) | 1998-09-11 | 2000-04-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
US20060153173A1 (en) | 1998-09-11 | 2006-07-13 | Beck Christopher Clemmett M | Method for routing transactions between internal and external partners in a communication center |
CA2343756A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
CA2343286A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
US20010023448A1 (en) | 1998-09-11 | 2001-09-20 | Musa Hanhan | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US20030179729A1 (en) | 1998-09-11 | 2003-09-25 | Macleod Beck Christopher Clemmett | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US20050154792A1 (en) | 1998-09-11 | 2005-07-14 | Deryugin Vladimir N. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US20010013041A1 (en) | 1998-09-11 | 2001-08-09 | Christopher Clemmett Macleod Beck | Method and apparatus for building multimedia applications using interactive multimedia viewers |
CN1323418A (en) | 1998-09-11 | 2001-11-21 | 吉尼塞斯电信实验室公司 | Rules-based multimedia customer/enterprise interaction-network operating-system |
WO2000016523A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
US7496640B2 (en) | 1998-09-11 | 2009-02-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
WO2000016203A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
US20010025309A1 (en) | 1998-09-11 | 2001-09-27 | Christopher Clemmett Macleod Beck | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
JP2003502720A (en) | 1998-09-11 | 2003-01-21 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for rule-based storage and retrieval of multimedia interactions within a communication center |
AU750215B2 (en) | 1998-09-11 | 2002-07-11 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
CA2343288A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Rules-based multimedia customer/enterprise interaction-network operating-system |
US20020091726A1 (en) | 1998-09-11 | 2002-07-11 | Christopher Clemmett Macleod Beck | Stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
CN1323421A (en) | 1998-09-11 | 2001-11-21 | 吉尼塞斯电信实验室公司 | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
US7779067B2 (en) | 1998-09-11 | 2010-08-17 | Genesys Telecommunications Laboratories, Inc. | User specific support in communications systems |
EP1114543A1 (en) | 1998-09-11 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
WO2000016207A1 (en) | 1998-09-11 | 2000-03-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
CN1354942A (en) | 1998-09-11 | 2002-06-19 | 吉尼塞斯电信实验室公司 | Method and apparatus for selectively presenting media-options to clients of multimedia cell center |
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 |
US7222301B2 (en) | 1998-09-11 | 2007-05-22 | 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 |
JP2003507908A (en) | 1998-09-11 | 2003-02-25 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for selectively presenting media options to a multimedia call center client |
US6167395A (en) | 1998-09-11 | 2000-12-26 | Genesys Telecommunications Laboratories, Inc | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
US6170011B1 (en) | 1998-09-11 | 2001-01-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
EP1125214A1 (en) | 1998-09-11 | 2001-08-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
US20080046504A1 (en) | 1998-09-11 | 2008-02-21 | Deryugin Vladimir N | 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 |
US20020055853A1 (en) | 1998-09-11 | 2002-05-09 | Macleod Beck Christopher Clemmett | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
CN101635775B (en) | 1998-09-11 | 2011-12-28 | 吉尼塞斯电信实验室公司 | Rules-based multimedia customer/enterprise interaction-network operating-system |
US6381640B1 (en) | 1998-09-11 | 2002-04-30 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center |
US6230197B1 (en) | 1998-09-11 | 2001-05-08 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center |
JP4205310B2 (en) | 1998-09-11 | 2009-01-07 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Rule-based multimedia customer / business dialogue network operating system |
US20040019638A1 (en) | 1998-09-11 | 2004-01-29 | Petr Makagon | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US6539419B2 (en) | 1998-09-11 | 2003-03-25 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US6370508B2 (en) | 1998-09-11 | 2002-04-09 | Genesys Telecommunications Laboratories, Inc. | Interface engine for managing business processes within a multimedia communication-center |
US7039857B2 (en) | 1998-09-11 | 2006-05-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
US20060095568A1 (en) | 1998-09-11 | 2006-05-04 | Petr Makagon | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
AU5807099A (en) | 1998-09-11 | 2000-04-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
US20040181574A1 (en) | 1998-09-11 | 2004-09-16 | Musa Hanhan | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
BR9913622A (en) | 1998-09-11 | 2001-05-22 | Genesys Telecomm Lab Inc | Method and apparatus for selectively presenting media options to multimedia call center customers |
US7120700B2 (en) | 1998-09-11 | 2006-10-10 | Genesys Telecommunications Laboratories, Inc. | Method and system for processing multi-media transactions in a communication center |
BR9913621A (en) | 1998-09-11 | 2001-05-22 | Genesys Telecomm Lab Inc | Operating system of customer / company interaction network based on multimedia rules |
US6499088B1 (en) | 1998-09-16 | 2002-12-24 | Cisco Technology, Inc. | Methods and apparatus for populating a network cache |
US6286084B1 (en) | 1998-09-16 | 2001-09-04 | Cisco Technology, Inc. | Methods and apparatus for populating a network cache |
US20010023430A1 (en) | 1998-09-22 | 2001-09-20 | Thiru Srinivasan | Conferencing system for simultaneous broadcast of documents and audio |
WO2000018094A1 (en) | 1998-09-24 | 2000-03-30 | Itxc, Inc. | Method and apparatus for connecting an incoming call to a computer system |
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) |
US6876632B1 (en) | 1998-09-25 | 2005-04-05 | Hitachi, Ltd. | Intelligent network with an internet call waiting function |
US6295353B1 (en) | 1998-10-07 | 2001-09-25 | Avaya Technology Corp. | Arrangement for efficiently updating status information of a network call-routing system |
US6449646B1 (en) | 1998-10-13 | 2002-09-10 | Aspect Communications Corporation | Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism |
US6185535B1 (en) | 1998-10-16 | 2001-02-06 | Telefonaktiebolaget Lm Ericsson (Publ) | Voice control of a user interface to service applications |
US6487663B1 (en) | 1998-10-19 | 2002-11-26 | Realnetworks, Inc. | System and method for regulating the transmission of media data |
AU755138B2 (en) | 1998-10-28 | 2002-12-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
EP1133742A1 (en) | 1998-10-28 | 2001-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
AU1454700A (en) | 1998-10-28 | 2000-05-15 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
JP2002528824A (en) | 1998-10-28 | 2002-09-03 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for building multimedia applications using an interactive multimedia viewer |
WO2000025238A1 (en) | 1998-10-28 | 2000-05-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
CA2347721A1 (en) | 1998-10-28 | 2000-05-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for building multimedia applications using interactive multimedia viewers |
AU1327200A (en) | 1998-10-29 | 2000-05-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
JP2002529944A (en) | 1998-10-29 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for creating a special multimedia thread in a multimedia communication center |
AU751232B2 (en) | 1998-10-29 | 2002-08-08 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
CA2348567A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000026804A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000026817A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
CA2348574A1 (en) | 1998-10-29 | 2000-05-11 | Charles Dazler Knuff | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
AU751143B2 (en) | 1998-10-29 | 2002-08-08 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
AU751269B2 (en) | 1998-10-29 | 2002-08-08 | Genesys Telecommunications Laboratories, Inc. | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
WO2000027063A2 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Interface engine for managing business processes within a multimedia communication-center |
CA2348999A1 (en) | 1998-10-29 | 2000-05-11 | Joel A. Johnstone | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
AU756656B2 (en) | 1998-10-29 | 2003-01-16 | Greeneden U.S. Holdings Ii, Llc | Interface engine for managing business processes within a multimedia communication-center |
JP4057785B2 (en) | 1998-10-29 | 2008-03-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | A storage media interface engine that provides summary records for multimedia files stored in a multimedia communication center |
JP2000151819A (en) | 1998-10-29 | 2000-05-30 | Lucent Technol Inc | Method and system for handling communication |
CA2348994A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Interface engine for managing business processes within a multimedia communication-center |
WO2000026816A1 (en) | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
US6138139A (en) | 1998-10-29 | 2000-10-24 | Genesys Telecommunications Laboraties, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
JP2002529945A (en) | 1998-10-29 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Storage media interface engine that provides a summary record of multimedia files stored in a multimedia communication center |
JP2002529836A (en) | 1998-10-29 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Interface engine for managing business processes in multimedia communication centers |
EP1133677A2 (en) | 1998-10-29 | 2001-09-19 | Genesys Telecommunications Laboratories, Inc. | Interface engine for managing business processes within a multimedia communication-center |
EP1133736A1 (en) | 1998-10-29 | 2001-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
AU1233800A (en) | 1998-10-29 | 2000-05-22 | Greeneden U.S. Holdings Ii, Llc | Interface engine for managing business processes within a multimedia communication-center |
EP1145153A1 (en) | 1998-10-29 | 2001-10-17 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
AU1328200A (en) | 1998-10-29 | 2000-05-22 | Genesys Telecommunications Laboratories, Inc. | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
AU1328300A (en) | 1998-10-29 | 2000-05-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
US6532493B1 (en) | 1998-10-29 | 2003-03-11 | Cisco Technology, Inc. | Methods and apparatus for redirecting network cache traffic |
EP1145154A1 (en) | 1998-10-29 | 2001-10-17 | Genesys Telecommunications Laboratories, Inc. | A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center |
JP2002529943A (en) | 1998-10-29 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for supporting various interaction paths in a multimedia communication center |
US6452609B1 (en) | 1998-11-06 | 2002-09-17 | Supertuner.Com | Web application for accessing media streams |
US20020059374A1 (en) | 1998-11-12 | 2002-05-16 | Marcialito Nuestro | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
AU748456B2 (en) | 1998-11-12 | 2002-06-06 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
JP3686337B2 (en) | 1998-11-12 | 2005-08-24 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Integrated telephony network combining packet data network and dedicated connection network |
EP1131728B1 (en) | 1998-11-12 | 2014-01-08 | Greeneden U.S. Holdings II, LLC | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US7415009B2 (en) | 1998-11-12 | 2008-08-19 | Genesys Telecommunications Laboratories, Inc. | Telephony intelligence in a data packet network |
US20080049737A1 (en) | 1998-11-12 | 2008-02-28 | Igor Neyman | Telephony Intelligence in a Data Packet Network |
CA2348575C (en) | 1998-11-12 | 2002-01-29 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US20050041678A1 (en) | 1998-11-12 | 2005-02-24 | Marcialito Nuestro | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
AU1717700A (en) | 1998-11-12 | 2000-05-29 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
US7277916B2 (en) | 1998-11-12 | 2007-10-02 | Genesys Telecommunications Laboratories, Inc. | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
AU1718600A (en) | 1998-11-12 | 2000-05-29 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
AU751301B2 (en) | 1998-11-12 | 2002-08-15 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US20040179516A1 (en) | 1998-11-12 | 2004-09-16 | Igor Neyman | Telephony intelligence in a data packet network |
US8031698B2 (en) | 1998-11-12 | 2011-10-04 | Genesys Telecommunications Laboratories, Inc. | Telephony intelligence in a data packet network |
US6731626B1 (en) | 1998-11-12 | 2004-05-04 | Genesys Telecommunications Laboratories, Inc. | Telephony intelligence in a data packet network |
WO2000028702A1 (en) | 1998-11-12 | 2000-05-18 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
JP2002529994A (en) | 1998-11-12 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for determining and activating a dialogue direction in a multimedia communication center |
EP1129545A1 (en) | 1998-11-12 | 2001-09-05 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
JP2002530010A (en) | 1998-11-12 | 2002-09-10 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Integrated telephony network combining packet data network and dedicated connection network |
US6801928B2 (en) | 1998-11-12 | 2004-10-05 | Genesys Telecommunications Laboratories, Inc. | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
CA2350515A1 (en) | 1998-11-12 | 2000-05-18 | Genesys Telecommunications Laboratories, Inc. | An integrated telephony network combining a packet data network and a dedicated-connection network |
WO2000028425A1 (en) | 1998-11-12 | 2000-05-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US6215783B1 (en) | 1998-11-13 | 2001-04-10 | Genesys Telecommunications Laboratories, Inc. | Private IP telephony backbone linking widely-distributed enterprise sites |
US6282565B1 (en) | 1998-11-17 | 2001-08-28 | Kana Communications, Inc. | Method and apparatus for performing enterprise email management |
US6249807B1 (en) | 1998-11-17 | 2001-06-19 | Kana Communications, Inc. | Method and apparatus for performing enterprise email management |
US20080013531A1 (en) | 1998-11-20 | 2008-01-17 | Elliott Isaac K | Voice over data telecommunications network architecture |
US6549539B1 (en) | 1998-11-24 | 2003-04-15 | Genesys Telecommunications Laboratories, Inc. | Platform-independent DNT intelligent network |
EP1006706A2 (en) | 1998-12-01 | 2000-06-07 | Siemens Information and Communication Networks Inc. | Subconference calling in a telephony-over-lan environment |
US6898190B2 (en) | 1998-12-11 | 2005-05-24 | Genesys Telecommunications | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US20030043832A1 (en) | 1998-12-11 | 2003-03-06 | Nikolay Anisimov | Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center |
US6377944B1 (en) | 1998-12-11 | 2002-04-23 | Avaya Technology Corp. | Web response unit including computer network based communication |
AU2045900A (en) | 1998-12-11 | 2000-06-26 | Genesys Telecommunications Laboratories, Inc. | Method for estimating telephony system-queue waiting time in an agent level routing environment |
WO2000035173A1 (en) | 1998-12-11 | 2000-06-15 | Genesys Telecommunications Laboratories, Inc. | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US20010000458A1 (en) | 1998-12-11 | 2001-04-26 | Yuri Shtivelman | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US6400725B1 (en) | 1998-12-16 | 2002-06-04 | Koninklijke Philips Electronics N.V. | Fairness scheme for a serial interface |
WO2000038398A1 (en) | 1998-12-18 | 2000-06-29 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
EP1142284B1 (en) | 1998-12-18 | 2010-07-14 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
JP3615708B2 (en) | 1998-12-18 | 2005-02-02 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for call processing load balancing among multiple call destination sites |
AU3113800A (en) | 1998-12-18 | 2000-07-12 | Greeneden U.S. Holdings Ii, Llc | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
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 |
US6373937B1 (en) | 1998-12-18 | 2002-04-16 | 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 |
AU748447B2 (en) | 1998-12-18 | 2002-06-06 | Greeneden U.S. Holdings Ii, Llc | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
CA2352973A1 (en) | 1998-12-18 | 2000-06-29 | Leonid A. Yegoshin | Method and apparatus for load-balancing of call processing between multiple call-destination sites |
JP2002534003A (en) | 1998-12-18 | 2002-10-08 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for call processing load balancing between multiple call destination sites |
US6128482A (en) | 1998-12-22 | 2000-10-03 | General Motors Corporation | Providing mobile application services with download of speaker independent voice model |
US6240285B1 (en) | 1998-12-29 | 2001-05-29 | Bell Atlantic Mobile, Inc. | Alternative carrier selection on repeat emergency calls |
US6366925B1 (en) | 1999-01-04 | 2002-04-02 | American Services Network, Pc | Network based legal services system |
WO2000044159A1 (en) | 1999-01-20 | 2000-07-27 | Eci Telecom Ltd. | A method for serving ip users by graphically-based interaction to agents of a call center |
US6934379B2 (en) | 1999-01-25 | 2005-08-23 | Willow Csn Incorporated | Multiple client remote agent network method |
US20020076031A1 (en) | 1999-01-25 | 2002-06-20 | Roland Falcon | Multiple client remote agent network method |
US6324276B1 (en) | 1999-02-12 | 2001-11-27 | Telera, Inc. | Point-of-presence call center management system |
AU2964900A (en) | 1999-02-19 | 2000-09-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automated personalization and presentation of workload assignments to agents within multimedia communication center |
EP1163564A2 (en) | 1999-02-19 | 2001-12-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
WO2000049482A2 (en) | 1999-02-19 | 2000-08-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
CA2362172A1 (en) | 1999-02-19 | 2000-08-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
EP1157509B1 (en) | 1999-02-19 | 2008-07-16 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center |
WO2000049778A1 (en) | 1999-02-19 | 2000-08-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center |
JP2002537594A (en) | 1999-02-19 | 2002-11-05 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for providing a media-independent self-help module within a multimedia communication center customer interface |
JP4450515B2 (en) | 1999-02-19 | 2010-04-14 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for providing a media independent self-help module within a multimedia communications center customer interface |
AU3470800A (en) | 1999-02-19 | 2000-09-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US6314430B1 (en) | 1999-02-23 | 2001-11-06 | International Business Machines Corporation | System and method for accessing a database from a task written in an object-oriented programming language |
US6744878B1 (en) | 1999-03-02 | 2004-06-01 | Aspect Communications Corporation | Real-time transaction routing augmented with forecast data and agent schedules |
US20030007621A1 (en) | 1999-03-06 | 2003-01-09 | Graves Richard C. | Systems and processes for call and call feature administration on a telecommunications network |
US6744877B1 (en) | 1999-03-08 | 2004-06-01 | Avaya Technology Corp. | Method and system for enterprise service balancing |
US6603762B1 (en) | 1999-03-12 | 2003-08-05 | Lextron Systems, Inc. | System for controlling processing of data passing through network gateway between two disparate communications network |
US20010038624A1 (en) * | 1999-03-19 | 2001-11-08 | Greenberg Jeffrey Douglas | Internet telephony for ecommerce |
US6424709B1 (en) | 1999-03-22 | 2002-07-23 | Rockwell Electronic Commerce Corp. | Skill-based call routing |
US6785740B1 (en) | 1999-03-31 | 2004-08-31 | Sony Corporation | Text-messaging server with automatic conversion of keywords into hyperlinks to external files on a network |
US6519617B1 (en) | 1999-04-08 | 2003-02-11 | International Business Machines Corporation | Automated creation of an XML dialect and dynamic generation of a corresponding DTD |
US6560329B1 (en) | 1999-04-29 | 2003-05-06 | Teloquent Communications Corporation | Automated call routing system |
US7401112B1 (en) | 1999-05-26 | 2008-07-15 | Aspect Communication Corporation | Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors |
US6401094B1 (en) | 1999-05-27 | 2002-06-04 | Ma'at | System and method for presenting information in accordance with user preference |
US7236584B2 (en) | 1999-06-17 | 2007-06-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
US20030002654A1 (en) | 1999-06-17 | 2003-01-02 | Torba Dmitriy A. | Method and apparatus for providing fair access to agents in a communication center |
DE60015236T2 (en) | 1999-06-17 | 2006-02-02 | Genesys Telecommunications Laboratories, Inc., San Francisco | Method and device for fair access to operators of call centers |
US6445788B1 (en) | 1999-06-17 | 2002-09-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
ES2231120T3 (en) | 1999-06-17 | 2005-05-16 | Genesys Telecommunications Laboratories, Inc. | METHOD AND APPLIANCE TO PROVIDE FAIR ACCESS TO AGENTS IN A COMMUNICATION CENTER. |
EP1061723B1 (en) | 1999-06-17 | 2004-10-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
US6442242B1 (en) | 1999-06-25 | 2002-08-27 | Verizon Services Corporation | Multifunction autoattendant system and method of operation thereof |
US6554183B1 (en) | 1999-06-30 | 2003-04-29 | Ge Capital Fleet Services | Automated systems and methods for authorization and settlement of fleet maintenance and repair transactions |
US6512825B1 (en) | 1999-07-13 | 2003-01-28 | Interactive Intelligence, Inc. | Queue-based distinctive ringing in a call center system |
US6804346B1 (en) | 1999-07-13 | 2004-10-12 | Interactive Intelligence, Inc. | Staged predictive dialing system |
US6763369B1 (en) | 1999-07-13 | 2004-07-13 | Interactive Intelligence, Inc. | Hierarchical process management in an intelligent call processing system |
US6847715B1 (en) | 1999-07-13 | 2005-01-25 | Interactive Intelligence, Inc. | Method and system for informing callers within a queue |
US6718032B1 (en) | 1999-07-13 | 2004-04-06 | Interactive Intelligence | Read-only in-memory tables for intelligent call processing system |
US7136475B1 (en) | 1999-07-27 | 2006-11-14 | Aspect Communications Corporation | Call Management system with call control from user workstation computers |
US6760727B1 (en) | 1999-07-30 | 2004-07-06 | Convergys Cmg Utah, Inc. | System for customer contact information management and methods for using same |
US6760428B2 (en) | 1999-07-30 | 2004-07-06 | Avaya Technology Corp. | Modification of voice prompting based on prior communication in a call center |
US6611590B1 (en) | 1999-07-30 | 2003-08-26 | Avaya Technology Corp. | Enterprise-wide intelligent call center routing |
AU4507700A (en) | 1999-08-06 | 2001-02-08 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US7263372B2 (en) | 1999-08-06 | 2007-08-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
EP1075153A2 (en) | 1999-08-06 | 2001-02-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
US7561887B2 (en) | 1999-08-06 | 2009-07-14 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US6496702B1 (en) | 1999-08-06 | 2002-12-17 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
JP2001103533A (en) | 1999-08-06 | 2001-04-13 | Genesys Telecommunications Lab Inc | Method and system for providing extended communication capability to mobile unit on virtual private network |
CA2313596A1 (en) | 1999-08-06 | 2001-02-06 | Genesys Telecommunications Laboratories, Incorporated | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (vpn) |
US6987977B2 (en) | 1999-08-06 | 2006-01-17 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
US20030125048A1 (en) | 1999-08-06 | 2003-07-03 | Stanford Wayne Lockhart | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
US20070213073A1 (en) | 1999-08-06 | 2007-09-13 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Providing Enhanced Communication Capability for Mobile Devices on a Virtual Private Network |
JP3461488B2 (en) | 1999-08-06 | 2003-10-27 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for providing enhanced communication capabilities for mobile devices on a virtual private network (VPN) |
US20060079250A1 (en) | 1999-08-06 | 2006-04-13 | Lockhart Stanford W | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network (VPN) |
WO2001013606A1 (en) | 1999-08-16 | 2001-02-22 | Quintus Corporation | Contact routing system and method |
US6934381B1 (en) * | 1999-08-16 | 2005-08-23 | Avaya Technology Corp. | Contact routing system and method |
US6970844B1 (en) | 1999-08-27 | 2005-11-29 | Computer Sciences Corporation | Flow designer for establishing and maintaining assignment and strategy process maps |
US6996603B1 (en) | 1999-08-31 | 2006-02-07 | Qwest Communications International, Inc. | Automatic desktop audio/video/data conferencing distributor |
US6332163B1 (en) | 1999-09-01 | 2001-12-18 | Accenture, Llp | Method for providing communication services over a computer network system |
US6760324B1 (en) | 1999-09-10 | 2004-07-06 | Array Telecom Corporation | Method, system, and computer program product for providing voice over the internet communication |
US7254219B1 (en) | 1999-09-14 | 2007-08-07 | Qwest Communications International Inc. | Method and system for online call management |
US6704411B1 (en) | 1999-09-14 | 2004-03-09 | Nec Corporation | System and method for realizing home agent client function for call center system |
US6633910B1 (en) | 1999-09-16 | 2003-10-14 | Yodlee.Com, Inc. | Method and apparatus for enabling real time monitoring and notification of data updates for WEB-based data synchronization services |
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 |
EP1087597A2 (en) | 1999-09-24 | 2001-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
WO2001024025A1 (en) | 1999-09-24 | 2001-04-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
AU6798300A (en) | 1999-09-24 | 2001-04-30 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US20020105957A1 (en) | 1999-09-24 | 2002-08-08 | Oleg Bondarenko | Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center |
JP4234926B2 (en) | 1999-09-24 | 2009-03-04 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for data linking a mobile knowledge worker to a home communications center infrastructure |
JP2003510929A (en) | 1999-09-24 | 2003-03-18 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Method and apparatus for data linking a mobile knowledge worker to a home communication center infrastructure |
US6304898B1 (en) | 1999-10-13 | 2001-10-16 | Datahouse, Inc. | Method and system for creating and sending graphical email |
US6282429B1 (en) | 1999-10-20 | 2001-08-28 | Lucent Technologies Inc. | System for providing prioritized wireless communication service to wireless communication subscribers |
US6275693B1 (en) | 1999-11-22 | 2001-08-14 | Motorola, Inc. | Method and apparatus for performing bearer independent wireless application service provisioning |
WO2001041372A1 (en) | 1999-12-01 | 2001-06-07 | Genesys Telecommunications Laboratories, Inc. | Assigning agent-led chat sessions |
US20020059164A1 (en) | 1999-12-01 | 2002-05-16 | Yuri Shtivelman | Method and apparatus for auto-assisting agents in agent-hosted communications sessions |
US20090227267A1 (en) | 1999-12-01 | 2009-09-10 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Providing Enhanced Communication Capability for Mobile Devices on a Virtual Private Network |
US6346952B1 (en) | 1999-12-01 | 2002-02-12 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for summarizing previous threads in a communication-center chat session |
AU1077201A (en) | 1999-12-01 | 2001-06-12 | Genesys Telecommunications Laboratories, Inc. | Assigning agent-led chat sessions |
AU8006800A (en) | 1999-12-01 | 2001-06-12 | Genesys Telecommunications Laboratories, Inc. | Method for comparing incoming query with database queries |
US6922689B2 (en) | 1999-12-01 | 2005-07-26 | Genesys Telecommunications | Method and apparatus for auto-assisting agents in agent-hosted communications sessions |
EP1107615B1 (en) | 1999-12-01 | 2004-06-30 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for assigning agent-led chat sessions |
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 |
US6535492B2 (en) | 1999-12-01 | 2003-03-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for assigning agent-led chat sessions hosted by a communication center to available agents based on message load and agent skill-set |
DE60011863T2 (en) | 1999-12-01 | 2004-12-16 | Genesys Telecommunications Laboratories, Inc., San Francisco | Method and device for assigning chatting sessions by agents |
US20020060988A1 (en) | 1999-12-01 | 2002-05-23 | Yuri Shtivelman | Method and apparatus for assigning agent-led chat sessions hosted by a commmunication center to available agents based on message load and agent skill-set |
WO2001040997A1 (en) | 1999-12-01 | 2001-06-07 | Genesys Telecommunications Laboratories, Inc. | Method for comparing incoming query with database queries |
US20010029519A1 (en) | 1999-12-03 | 2001-10-11 | Michael Hallinan | Resource allocation in data processing systems |
US6553114B1 (en) | 1999-12-06 | 2003-04-22 | Avaya Technology Corp. | System for automatically predicting call center agent work time in a multi-skilled agent environment |
JP2003516672A (en) | 1999-12-10 | 2003-05-13 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Integrated communication center function for WAP device |
AU1077301A (en) | 1999-12-10 | 2001-06-18 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for wap devices |
US6418146B1 (en) | 1999-12-10 | 2002-07-09 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for WAP devices |
US20020054579A1 (en) | 1999-12-10 | 2002-05-09 | Alec Miloslavsky | Integrated communication center functionality for WAP devices |
JP3820151B2 (en) | 1999-12-10 | 2006-09-13 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | Integrated communication center function for WAP devices |
EP1107555A2 (en) | 1999-12-10 | 2001-06-13 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for WAP devices |
WO2001043410A1 (en) | 1999-12-10 | 2001-06-14 | Genesys Telecommunications Laboratories, Inc. | Integrated communication center functionality for wap devices |
US6434549B1 (en) | 1999-12-13 | 2002-08-13 | Ultris, Inc. | Network-based, human-mediated exchange of information |
US6707903B2 (en) | 1999-12-15 | 2004-03-16 | Avaya, Inc. | Automated workflow method for assigning work items to resources |
US6771765B1 (en) | 1999-12-29 | 2004-08-03 | Nortel Networks Limited | Multimedia queuing in a customer contact or call center |
US7106850B2 (en) | 2000-01-07 | 2006-09-12 | Aastra Intecom Inc. | Customer communication service system |
US20010024497A1 (en) | 2000-01-07 | 2001-09-27 | Alasdhair Campbell | Customer communication service system |
US7428303B2 (en) | 2000-01-07 | 2008-09-23 | Aastra Intecom Inc. | Customer communication service system |
WO2001052513A1 (en) | 2000-01-12 | 2001-07-19 | Right4Me.Com Incorporated | Method and system for coordinating and initiating cross-platform telephone conferences and reconnecting terminated and dropped calls to cross-platform telephone conferences |
JP2001292236A (en) | 2000-01-18 | 2001-10-19 | Avaya Technology Corp | Method and device for multivariate work assignment to be used inside call center |
GB2369263A (en) | 2000-01-24 | 2002-05-22 | Comverse Infosys Inc | Information retrieval from a contact centre over a wide area network |
US6816878B1 (en) | 2000-02-11 | 2004-11-09 | Steven L. Zimmers | Alert notification system |
US20050013417A1 (en) | 2000-02-11 | 2005-01-20 | Zimmers Steven L. | Alert notification system |
US6763104B1 (en) | 2000-02-24 | 2004-07-13 | Teltronics, Inc. | Call center IVR and ACD scripting method and graphical user interface |
US6714643B1 (en) | 2000-02-24 | 2004-03-30 | Siemens Information & Communication Networks, Inc. | System and method for implementing wait time estimation in automatic call distribution queues |
US20030229529A1 (en) | 2000-02-25 | 2003-12-11 | Yet Mui | Method for enterprise workforce planning |
US7117244B2 (en) | 2000-03-01 | 2006-10-03 | Interactive Intelligence, Inc. | Techniques for load distribution processing for call centers and other processing systems |
US6377975B1 (en) | 2000-03-01 | 2002-04-23 | Interactive Intelligence, Inc. | Methods and systems to distribute client software tasks among a number of servers |
US20010037316A1 (en) | 2000-03-23 | 2001-11-01 | Virtunality, Inc. | Method and system for securing user identities and creating virtual users to enhance privacy on a communication network |
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 |
US6977740B1 (en) | 2000-03-29 | 2005-12-20 | International Business Machines Corporation | Method and system for centralized information storage retrieval and searching |
US20020120719A1 (en) | 2000-03-31 | 2002-08-29 | King-Hwa Lee | Web client-server system and method for incompatible page markup and presentation languages |
US7216350B2 (en) | 2000-03-31 | 2007-05-08 | Coppercom, Inc. | Methods and apparatus for call service processing by instantiating an object that executes a compiled representation of a mark-up language description of operations for performing a call feature or service |
US6859529B2 (en) | 2000-04-12 | 2005-02-22 | Austin Logistics Incorporated | Method and system for self-service scheduling of inbound inquiries |
WO2001080540A1 (en) | 2000-04-14 | 2001-10-25 | Genesys Telecommunication Laboratories, Inc. | Method for predicting and managing call load by determining the optimum frequency of outbound call generation |
EP1290861A1 (en) | 2000-04-14 | 2003-03-12 | Genesys Telecommunications Laboratories, Inc. | Method for predicting and managing call load by determining the optimum frequency of outbound call generation |
WO2001080214A1 (en) | 2000-04-18 | 2001-10-25 | Genesys Telecommunication Laboratories, Inc. | Method and apparatus for summarizing previous threads in a communication-center chat session |
EP1292939A1 (en) | 2000-04-18 | 2003-03-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for summarizing previous threads in a communication-center chat session |
US7221377B1 (en) | 2000-04-24 | 2007-05-22 | Aspect Communications | Apparatus and method for collecting and displaying information in a workflow system |
US7739325B1 (en) | 2000-04-24 | 2010-06-15 | Aspect Software, Inc. | Apparatus and method for extensible real-time workflows |
US7535479B2 (en) | 2000-04-24 | 2009-05-19 | Glen Kazumi Okita | Apparatus and method for collecting and displaying information in a workflow system |
US6286033B1 (en) | 2000-04-28 | 2001-09-04 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation |
EP1292901A1 (en) | 2000-04-28 | 2003-03-19 | Genesys Telecommunications Laboratories, Inc. | System for mixed flatform distributing object-oriented cti scrips using xml language |
WO2001084360A1 (en) | 2000-04-28 | 2001-11-08 | Genesys Telecommunication Laboratories, Inc. | System for mixed flatform distributing object-oriented cti scrips using xml language |
US20010042095A1 (en) | 2000-05-15 | 2001-11-15 | Kwang-Muk Kim | System and method for providing chat service for mobile terminal |
US7672998B1 (en) | 2000-05-16 | 2010-03-02 | Ziplink, Inc. | Apparatus and methods for controlling the transmission of messages |
US6285316B1 (en) | 2000-06-02 | 2001-09-04 | Cellguide Ltd. | Locating a mobile unit using signals from both mobile beacons and stationary beacons |
US6907455B1 (en) | 2000-06-29 | 2005-06-14 | Cisco Technology, Inc. | Apparatus and methods for providing an event driven notification over a network to a telephony device |
US20020019844A1 (en) | 2000-07-06 | 2002-02-14 | Kurowski Scott J. | Method and system for network-distributed computing |
US6651085B1 (en) | 2000-07-17 | 2003-11-18 | Interactive Intelligence, Inc. | Agent status viewing system and method |
US7039176B2 (en) | 2000-08-14 | 2006-05-02 | Telephony@Work | Call center administration manager with rules-based routing prioritization |
US20020025819A1 (en) | 2000-08-24 | 2002-02-28 | Zoran Cetusic | Wireless communication techniques |
US7669182B2 (en) | 2000-08-30 | 2010-02-23 | Kevin Garcia | Method and system to maintain a hierarchy of instantiated application objects and process a failed process |
US6847825B1 (en) | 2000-09-14 | 2005-01-25 | Lojack Corporation | Method and system for portable cellular phone voice communication and positional location data communication |
US6922411B1 (en) | 2000-09-29 | 2005-07-26 | Voxeo Corporation | Networked computer telephony system driven by web-based applications |
EP1193961A2 (en) | 2000-09-29 | 2002-04-03 | Rockwell Electronic Commerce Corporation | System and method for using a phone to access information in a call center |
US20020123899A1 (en) | 2000-10-03 | 2002-09-05 | Securetell, Inc., | Method and system for enabling workers to communicate anonymously with their employers |
US20020062385A1 (en) | 2000-10-27 | 2002-05-23 | Dowling Eric Morgan | Negotiated wireless peripheral systems |
US6965914B2 (en) | 2000-10-27 | 2005-11-15 | Eric Morgan Dowling | Negotiated wireless peripheral systems |
US20020056000A1 (en) | 2000-11-08 | 2002-05-09 | Albert Coussement Stefaan Valere | Personal interaction interface for communication-center customers |
US20030009530A1 (en) | 2000-11-08 | 2003-01-09 | Laurent Philonenko | Instant message presence protocol for facilitating communication center activity |
US20030037113A1 (en) | 2000-11-08 | 2003-02-20 | Yevgeniy Petrovykh | Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue |
US20020099738A1 (en) | 2000-11-22 | 2002-07-25 | Grant Hugh Alexander | Automated web access for back-end enterprise systems |
US20040107025A1 (en) | 2000-11-28 | 2004-06-03 | Ransom Douglas S. | System and method for implementing XML on an energy management device |
US20050207559A1 (en) | 2000-12-04 | 2005-09-22 | Juri Shtivelman | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US20020078150A1 (en) | 2000-12-18 | 2002-06-20 | Nortel Networks Limited And Bell Canada | Method of team member profile selection within a virtual team environment |
US6816871B2 (en) | 2000-12-22 | 2004-11-09 | Oblix, Inc. | Delivering output XML with dynamically selectable processing |
US7242760B2 (en) | 2000-12-29 | 2007-07-10 | Intel Corporation | Automatic detecting when an agent is available |
US6944272B1 (en) | 2001-01-16 | 2005-09-13 | Interactive Intelligence, Inc. | Method and system for administering multiple messages over a public switched telephone network |
EP1227635A2 (en) | 2001-01-18 | 2002-07-31 | Genesys Telecommunications Laboratories, Inc. | Personal interaction interface for communication-center customers |
US6845154B1 (en) | 2001-01-23 | 2005-01-18 | Intervoice Limited Partnership | Allocation of resources to flexible requests |
US20030058884A1 (en) | 2001-01-25 | 2003-03-27 | International Business Machiness Corporation | Communication endpoint supporting multiple provider models |
US20020101880A1 (en) | 2001-01-30 | 2002-08-01 | Byoung-Jo Kim | Network service for adaptive mobile applications |
US7254641B2 (en) | 2001-01-30 | 2007-08-07 | Intervoice, Inc. | Digital multimedia contact center with tier escalation and deescalation in response to changed criteria |
WO2002065741A2 (en) | 2001-01-30 | 2002-08-22 | Nuasis Corporation | Digital multimedia contact center |
US20030018702A1 (en) | 2001-01-30 | 2003-01-23 | Justin Broughton | Digital multimedia contact center |
US20020103998A1 (en) | 2001-01-31 | 2002-08-01 | Debruine Timothy S. | Facilitating file access from firewall-proteced nodes in a peer-to-peer network |
US6711249B2 (en) | 2001-02-08 | 2004-03-23 | Tellme Networks, Inc. | Common gateway to call control systems |
US20020114441A1 (en) | 2001-02-21 | 2002-08-22 | Coussement Stefaan Valere Albert | Distributed hardware/software system for managing agent status in a communication center |
US20020114278A1 (en) | 2001-02-21 | 2002-08-22 | Coussement Stefaan Valere Albert | Capability-based routing |
US6753784B1 (en) | 2001-03-28 | 2004-06-22 | Meteorlogix, Llc | GIS-based automated weather alert notification system |
EP1248447A2 (en) | 2001-04-06 | 2002-10-09 | Genesys Telecommunications Laboratories, Inc. | Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network |
US7283519B2 (en) | 2001-04-13 | 2007-10-16 | Esn, Llc | Distributed edge switching system for voice-over-packet multiservice network |
US7155496B2 (en) | 2001-05-15 | 2006-12-26 | Occam Networks | Configuration management utilizing generalized markup language |
US7155512B2 (en) | 2001-05-23 | 2006-12-26 | Tekelec | Methods and systems for automatically configuring network monitoring system |
US6882996B2 (en) | 2001-05-31 | 2005-04-19 | International Business Machines Corporation | System, method, and computer program product for reformatting non-XML data for use with internet based systems |
US20030051037A1 (en) | 2001-06-12 | 2003-03-13 | Mukesh Sundaram | Open portal interface manager |
US20030088421A1 (en) | 2001-06-25 | 2003-05-08 | International Business Machines Corporation | Universal IP-based and scalable architectures across conversational applications using web services for speech and audio processing resources |
US7110525B1 (en) | 2001-06-25 | 2006-09-19 | Toby Heller | Agent training sensitive call routing system |
US20030002479A1 (en) | 2001-07-02 | 2003-01-02 | International Business Machines Corporation | Virtual call center |
US20030055884A1 (en) | 2001-07-03 | 2003-03-20 | Yuen Michael S. | Method for automated harvesting of data from a Web site using a voice portal system |
US7609829B2 (en) | 2001-07-03 | 2009-10-27 | Apptera, Inc. | Multi-platform capable inference engine and universal grammar language adapter for intelligent voice application execution |
US20040264678A1 (en) | 2001-07-24 | 2004-12-30 | Yuri Ostapchuck | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
US7079641B2 (en) | 2001-07-24 | 2006-07-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center |
EP1410614B1 (en) | 2001-07-24 | 2006-08-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center |
US20030021406A1 (en) | 2001-07-24 | 2003-01-30 | Yuri Ostapchuck | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
DE60214191T2 (en) | 2001-07-24 | 2006-12-28 | Genesys Telecommunications Laboratories, Inc., Daly City | PROXY AND DEVICE FOR ROUTING CALLS THROUGH PROXY USING VIRTUAL TRANSACTION SERVERS IN A MULTI-MONEY COMMUNICATION CENTER |
US6788779B2 (en) | 2001-07-24 | 2004-09-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
US7277536B2 (en) | 2001-07-24 | 2007-10-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center |
WO2003010948A1 (en) | 2001-07-24 | 2003-02-06 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center |
US20060245421A1 (en) | 2001-07-24 | 2006-11-02 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Routing Calls by Proxy Using Virtual Transaction Servers in a Multi-Tennant Communication Center |
US7184747B2 (en) | 2001-07-25 | 2007-02-27 | Ncr Corporation | System and method for implementing financial transactions using cellular telephone data |
US20030026414A1 (en) | 2001-07-31 | 2003-02-06 | Daniel Baker | System and method for distributing customer contacts |
US20030097457A1 (en) | 2001-08-08 | 2003-05-22 | Amitabh Saran | Scalable multiprocessor architecture for business computer platforms |
US6912272B2 (en) | 2001-09-21 | 2005-06-28 | Talkflow Systems, Llc | Method and apparatus for managing communications and for creating communication routing rules |
US7076048B2 (en) | 2001-09-21 | 2006-07-11 | Matsushita Electric Industrial Co., Ltd. | Agent-based multimedia communication system that supports web telephony call model |
US20030084349A1 (en) | 2001-10-12 | 2003-05-01 | Oliver Friedrichs | Early warning system for network attacks |
US7080092B2 (en) | 2001-10-18 | 2006-07-18 | Bea Systems, Inc. | Application view component for system integration |
US20030084128A1 (en) | 2001-11-01 | 2003-05-01 | Flying Wireless, Inc. | Local agent for remote file access system |
US7133830B1 (en) | 2001-11-13 | 2006-11-07 | Sr2, Inc. | System and method for supporting platform independent speech applications |
US6903685B1 (en) | 2001-11-14 | 2005-06-07 | The United States Of America As Represented By The National Aeronautics And Space Administration | Passive tracking system and method |
US6865267B2 (en) | 2001-11-27 | 2005-03-08 | Rockwell Electronic Commerce Corp. | Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set |
US20030099343A1 (en) | 2001-11-27 | 2003-05-29 | Dezonno Anthony J. | Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set |
US7088814B1 (en) | 2001-12-13 | 2006-08-08 | Cisco Technology, Inc. | Method and system for automatic call distribution based on network resource availability and agent skills |
US7376431B2 (en) | 2002-02-05 | 2008-05-20 | Niedermeyer Brian J | Location based fraud reduction system and method |
EP1337079B1 (en) | 2002-02-19 | 2008-09-03 | Genesys Telecommunications Laboratories, Inc. | System, apparatus and method for pre-routing network events |
US20030161448A1 (en) | 2002-02-27 | 2003-08-28 | Sbc Technology Resources Inc. | Multi-modal communications method |
US6850602B1 (en) | 2002-03-27 | 2005-02-01 | Avaya Technology Corp. | Method and apparatus for answering machine detection in automatic dialing |
US7159224B2 (en) | 2002-04-09 | 2007-01-02 | Sun Microsystems, Inc. | Method, system, and articles of manufacture for providing a servlet container based web service endpoint |
US20030212558A1 (en) | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
US20030216923A1 (en) | 2002-05-15 | 2003-11-20 | Gilmore Jeffrey A. | Dynamic content generation for voice messages |
US6748211B1 (en) | 2002-05-22 | 2004-06-08 | Motorola, Inc. | Device and method for transmitting a message from a client device to a service center |
US7127400B2 (en) | 2002-05-22 | 2006-10-24 | Bellsouth Intellectual Property Corporation | Methods and systems for personal interactive voice response |
US20040111269A1 (en) | 2002-05-22 | 2004-06-10 | Koch Robert A. | Methods and systems for personal interactive voice response |
US20030220875A1 (en) | 2002-05-24 | 2003-11-27 | Duc Lam | Method and system for invoice routing and approval in electronic payment system |
US20040017797A1 (en) | 2002-07-25 | 2004-01-29 | Moxa Technologies Co., Ltd. | Remote data scope |
US20040030557A1 (en) | 2002-08-06 | 2004-02-12 | Sri International | Method and apparatus for providing an integrated speech recognition and natural language understanding for a dialog system |
US20040047302A1 (en) | 2002-09-05 | 2004-03-11 | Dezonno Anthony J. | Internet architecture for software based ACD |
US20040064348A1 (en) | 2002-09-30 | 2004-04-01 | Humenansky Brian S. | Selective deployment of software extensions within an enterprise modeling environment |
EP1408678B1 (en) | 2002-10-10 | 2011-11-30 | Genesys Telecommunications Laboratories, Inc. | Management of remote knowledge workers of a communication center |
US7823167B2 (en) | 2002-10-23 | 2010-10-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extending contact center configuration data for access by third-party applications over a data network |
US7792773B2 (en) | 2002-10-23 | 2010-09-07 | Genesys Telecommunications Laboratories, Inc. | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
US20040083195A1 (en) | 2002-10-23 | 2004-04-29 | Mccord Alan Wayne | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
EP1413954A2 (en) | 2002-10-23 | 2004-04-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extending contact center configuration data for access by third-party applications over a data network |
US20040083479A1 (en) | 2002-10-23 | 2004-04-29 | Oleg Bondarenko | Method for organizing multiple versions of XML for use in a contact center environment |
US20040081183A1 (en) | 2002-10-23 | 2004-04-29 | Monza Joseph Vincent | Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
US20040083281A1 (en) | 2002-10-23 | 2004-04-29 | Petr Makagon | Method and apparatus for providing real-time communication center reporting data to third-party applications over a data network |
US20040083482A1 (en) | 2002-10-23 | 2004-04-29 | Petr Makagon | Method and apparatus for extending contact center configuration data for access by third-party applications over a data network |
US7373410B2 (en) | 2002-10-23 | 2008-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
US20040102977A1 (en) | 2002-11-22 | 2004-05-27 | Metzler Benjamin T. | Methods and apparatus for controlling an electronic device |
US7269263B2 (en) | 2002-12-12 | 2007-09-11 | Bny Trust Company Of Canada | Method of broadband constant directivity beamforming for non linear and non axi-symmetric sensor arrays embedded in an obstacle |
US20030135592A1 (en) | 2002-12-12 | 2003-07-17 | Motive Communications, Inc. | Remote computer system and related equipment diagnostics using data gathered over a telephone channel |
US20040120502A1 (en) | 2002-12-24 | 2004-06-24 | Strathmeyer Carl R. | Method and apparatus for implementing call processing in packet telephony networks |
CN1520197A (en) | 2002-12-24 | 2004-08-11 | ض� | Method and appts. for implementing call processing in packet telephony networks |
AU2003300117A8 (en) | 2003-01-06 | 2004-08-10 | Genesys Telecomm Lab Inc | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US7418094B2 (en) | 2003-01-06 | 2008-08-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US20080285739A1 (en) | 2003-01-06 | 2008-11-20 | Golitsin Vladimir G | Method and Apparatus for Multimedia Interaction Routing According to Agent Capacity Sets |
US8275111B2 (en) | 2003-01-06 | 2012-09-25 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
EP1625460B1 (en) | 2003-01-06 | 2014-05-07 | Greeneden U.S. Holdings II, LLC | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US20040213400A1 (en) | 2003-01-06 | 2004-10-28 | Golitsin Vladimir G. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US20060080107A1 (en) | 2003-02-11 | 2006-04-13 | Unveil Technologies, Inc., A Delaware Corporation | Management of conversations |
EP1469663A1 (en) | 2003-04-02 | 2004-10-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for dynamic audio and web conference scheduling, bridging, synchronization, and management |
EP1465397A1 (en) | 2003-04-02 | 2004-10-06 | 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 |
US20040199580A1 (en) | 2003-04-02 | 2004-10-07 | Zhakov Vyacheslav I. | Method and apparatus for dynamic audio and Web conference scheduling, bridging, synchronization, and management |
JP2004312730A (en) | 2003-04-02 | 2004-11-04 | Genesys Telecommunications Lab Inc | Method and apparatus for scheduling, bridging, synchronizing and managing dynamic audio and web conferences |
US7110523B2 (en) | 2003-05-30 | 2006-09-19 | Interactive Intelligence, Inc. | System and method for distributing and routing calls in a call center |
EP1865697A3 (en) | 2003-06-05 | 2009-05-27 | Genesys Telecommunications Laboratories, Inc. | Automated and real-time determination of skills of agents and systems in a multimedia communications network |
EP1484903A2 (en) | 2003-06-05 | 2004-12-08 | Genesys Telecommunications Laboratories, Inc. | Automated and real-time determination of skills of agents and systems in a multimedia communications network |
US7363228B2 (en) | 2003-09-18 | 2008-04-22 | Interactive Intelligence, Inc. | Speech recognition system and method |
WO2005036907A1 (en) | 2003-10-08 | 2005-04-21 | Intuwave Limited | A method of enabling a wireless information device to access customer support services |
US7769161B1 (en) | 2003-12-17 | 2010-08-03 | Avaya, Inc. | Contact center |
US7246009B2 (en) | 2004-02-02 | 2007-07-17 | Glacier Northwest, Inc. | Resource management system, for example, tracking and management system for trucks |
EP1566949A1 (en) | 2004-02-18 | 2005-08-24 | AT&T Corp. | Narrowband and broadband vpn optimal path selection using the global positioning system |
US8126133B1 (en) | 2004-04-01 | 2012-02-28 | Liveops, Inc. | Results-based routing of electronic communications |
US7434204B1 (en) | 2004-07-07 | 2008-10-07 | Liveops, Inc. | Method and apparatus for managing software processes |
EP1774760A2 (en) | 2004-08-03 | 2007-04-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US20060029206A1 (en) | 2004-08-03 | 2006-02-09 | Nikolay Anisimov | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US7376227B2 (en) | 2004-08-03 | 2008-05-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US20070041567A1 (en) | 2004-08-03 | 2007-02-22 | Genesys Telecommunications Laboratories, Inc. | Method and Apparatus for Integrating Agent Status between a Customer Relations Management System and A Multiple Channel Communications Center |
WO2006055059A2 (en) | 2004-11-18 | 2006-05-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
US20060109976A1 (en) | 2004-11-23 | 2006-05-25 | Mukesh Sundaram | Method and system for monitoring and managing multi-sourced call centers |
US20070041525A1 (en) | 2005-06-03 | 2007-02-22 | Sonus Networks | Generating call control and dialog elements for telephony service applications using a graphical user interface |
US20070002744A1 (en) | 2005-06-30 | 2007-01-04 | Mewhinney Brian E | System and method for agent queue activation in a contact center |
US7706520B1 (en) | 2005-11-08 | 2010-04-27 | Liveops, Inc. | System and method for facilitating transcription of audio recordings, with auditing |
US20070143301A1 (en) | 2005-12-20 | 2007-06-21 | Dung-Han Tran | Remote user interface for external connections |
US20100157979A1 (en) | 2005-12-22 | 2010-06-24 | Nikolay Anisimov | System and Methods for Improving Interaction Routing Performance |
US7856095B2 (en) | 2006-05-04 | 2010-12-21 | Interactive Intelligence, Inc. | System and method for providing a baseline for quality metrics in a contact center |
US20070274495A1 (en) | 2006-05-05 | 2007-11-29 | Timothy Youd | Systems and methods for expert communications |
US20080130844A1 (en) | 2006-09-01 | 2008-06-05 | Christopher Todd Hubbard | System and method for self-configuring sip-capable device |
US8009821B1 (en) | 2006-12-27 | 2011-08-30 | LiveOps. Inc. | Stores as call center resources |
US20120195415A1 (en) | 2007-02-23 | 2012-08-02 | Interactive Intelligence, Inc. | System and Method for Recording and Monitoring Communications Using a Media Server |
US20080205378A1 (en) | 2007-02-23 | 2008-08-28 | Felix Immanuel Wyss | System and method for recording and monitoring communications using a media server |
US8059812B1 (en) | 2007-04-13 | 2011-11-15 | Liveops, Inc. | Distributed call-routing systems |
US8180662B2 (en) | 2007-10-02 | 2012-05-15 | Incontact, Inc. | Rapid deployment of training for company representatives in contact handling systems |
US20120066016A1 (en) | 2007-10-02 | 2012-03-15 | Incontact, Inc. | Providing work, training, and incentives to company representatives in contact handling systems |
US8180666B2 (en) | 2007-10-02 | 2012-05-15 | Incontact, Inc. | Real-time performance based incentives for company representatives in contact handling systems |
US20090089136A1 (en) | 2007-10-02 | 2009-04-02 | Ucn, Inc. | Real-time routing of customers to company representatives in contact handling systems |
US8209209B2 (en) | 2007-10-02 | 2012-06-26 | Incontact, Inc. | Providing work, training, and incentives to company representatives in contact handling systems |
US8209207B2 (en) | 2007-10-02 | 2012-06-26 | Incontact, Inc. | Broad-based incremental training sessions for company representatives in contact handling systems |
US8254558B2 (en) | 2007-10-02 | 2012-08-28 | Incontact, Inc. | Contact handling systems including automated return contact response reminders |
US8199891B2 (en) | 2008-02-06 | 2012-06-12 | Interactive Intelligence, Inc. | System and method for remote screen monitoring |
US20090240346A1 (en) | 2008-03-20 | 2009-09-24 | International Business Machines Corporation | Ethernet Virtualization Using Hardware Control Flow Override |
US8068598B1 (en) | 2008-04-02 | 2011-11-29 | Liveops, Inc. | Automatic agent training system |
US8226477B1 (en) | 2008-07-23 | 2012-07-24 | Liveops, Inc. | Automatic simulation of call center scenarios |
JP2012513725A (en) | 2008-12-22 | 2012-06-14 | ジェネシス・テレコミュニケーションズ・ラボラトリーズ・インコーポレーテッド | System and method for improving dialog routing performance |
KR20110098841A (en) | 2008-12-22 | 2011-09-01 | 제네시스 텔레커뮤니케이션즈 래버러토리즈 인코포레이티드 | System and methods for improving interaction routing performance |
EP2380323A1 (en) | 2008-12-22 | 2011-10-26 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
CN102257789A (en) | 2008-12-22 | 2011-11-23 | 吉尼赛斯电信实验室公司 | System and methods for improving interaction routing performance |
US8395994B2 (en) | 2009-10-28 | 2013-03-12 | Liveops, Inc. | System and method for adaptive call management |
US20110099602A1 (en) | 2009-10-28 | 2011-04-28 | Liveops, Inc. | System and method for implementing adaptive security zones |
US20110179304A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for multi-tenancy in contact handling systems |
US20110179398A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for per-action compiling in contact handling systems |
US20110178946A1 (en) | 2010-01-15 | 2011-07-21 | Incontact, Inc. | Systems and methods for redundancy using snapshots and check pointing in contact handling systems |
US8223948B2 (en) | 2010-08-23 | 2012-07-17 | Incontact, Inc. | Multi-tiered media services for globally interconnecting businesses and customers |
US20120047266A1 (en) | 2010-08-23 | 2012-02-23 | InContact. Inc. | Multi-tiered media services using cloud computing for globally interconnecting business and customers |
US8351595B2 (en) | 2010-10-20 | 2013-01-08 | Incontact, Inc. | Restoration of a caller to a previous place in an on-hold queue |
US8345856B1 (en) | 2010-12-23 | 2013-01-01 | Five9, Inc. | Method for estimation impact of calls in dialer for predictive dialing |
US8411844B1 (en) | 2010-12-23 | 2013-04-02 | Five9, Inc. | Method for controlling abandonment rate in outbound campaigns |
US20130016115A1 (en) | 2011-07-13 | 2013-01-17 | Incontact, Inc. | Activity recording of contact handling system agents |
US8396205B1 (en) | 2012-01-11 | 2013-03-12 | Incontact, Inc. | Systems and methods of supervising contacts |
Non-Patent Citations (337)
Title |
---|
"Competitive Gateway Product," Nikkei Communications, Japan, No. 257, Nov. 1997, 18 pages. |
"Guide for the Use of Micro-Researcher II/SGR (Scroll Graph Section)," NEC Corporation, Third Edition, Chapters 1 & 5, Jul. 1995, 2 pages. |
"Kana: Customer Messaging System," Kana Communications Sales Brochure, Palo Alto, CA, 1996, 12 pages. |
"Latest Trend in CTI," Nikkei Communications, No. 248, Jun. 16, 1997, 14 pages. |
"Method for Automatic Contextual Transposition Upon Receipt of Item of Specified Criteria," IBM Technical Disclosure Bulletin, vol. 37, No. 2B, Feb. 1994, 1 page. |
"New Telephone Service Changing Computer Telephone Business," Nikkei Communications, Nov. 11, 1996, 7 pages. |
"Single Line Suffices for Internet Telephone," Nikkei Communications, May 19, 1997, 9 pages. |
"Solution Drivers/CTI, CTI Solution Strategy of Seven Computer Vendors, Toward Market Development of Mainly Bank, Insurance and Communications Markets," Computopia, Computer Age Co., Ltd., Japan, vol. 33, No. 379, 5 pages, Apr. 1998. |
Bachmann, David W. et al., "NetMod: A Design Tool for Large-Scale Heterogeneous Campus Networks," Center for Information Technology Integration (CITI), The University of Michigan, Ann Arbor, MI, Jun. 15, 1990, 34 pages. |
Bangun, H. et al., A Network Architecture for Multiuser Networked Games on Demand, International Conference on Information Communications and Signal Processing, ICICS '97, Sep. 9-12, 1997, 5 pages. |
Beck, C. et al., Interactive process of operating system for multimedia communication center, Genesys Telecom Lab, Inc. 2014, 3 pages. |
Bernett, Howard et al., "Assessing Web-Enabled Call Center Technologies," IT Pro, May/Jun. 2001, 7 pages. |
Bertsekas, Dimitri et al., "Data Networks," Prentice-Hall, New Jersey, 1987, 5 pages. |
Bickley, M. et al., Using Servers to Enhance Control System Capability, 1999 Particle Accelerator Conference, New York, NY, Mar. 29-Apr. 2, 1999, 3 pages. |
Bradley, Kirk A. et al., "Detecting Disruptive Routers: a Distributed Network Monitoring Approach," Department of Computer Science, University of California, Davis, Sep. 1, 1998, 10 pages. |
Canadian Office Action for Application No. 2,259,912, dated Nov. 19, 2011, 2 pages. |
Canadian Office Action for Application No. 2,289,198, dated Jun. 28, 2002, 2 pages. |
Canadian Office Action for Application No. 2,302,397, dated Apr. 23, 2002, 2 pages. |
Canadian Office Action for Application No. 2,302,678, dated Apr. 23, 2002, 2 pages. |
Canadian Office Action for Application No. 2308590, dated Jun. 28, 2002, 2 pages. |
Canadian Office Action for Application No. 2309183, dated Jul. 23, 2002, 2 pages. |
Canadian Office Action for Application No. 2320978, dated Jun. 2, 2003, 2 pages. |
Canadian Office Action for Application No. 2320978, dated Sep. 26, 2002, 2 pages. |
Canadian Office Action for Application No. 2334513, dated May 30, 2003, 2 pages. |
Canadian Office Action for Application No. 2347721, dated Aug. 12, 2004, 3 pages. |
Canadian Office Action for Application No. 2352973, dated Apr. 17, 2003, 3 pages. |
Chan, Kevin F. et al., "Interactive Network Planning and Analysis on a Personal Computer," Computer Applications in Power, IEEE, vol. 3, No. 1, Jan. 1990, 5 pages. |
Chau, Sam et al., "Intelligent Network Routing Using CCS7 and ISDN," Global Telecommunications Conference, vol. 3, 6 pages, 1990. |
Chaudhuri, Surajit et al., "Optimizing Queries over Multimedia Repositories," Hewlett-Packard Laboratories, Stanford, Mar. 1996, 12 pages. |
Chaum, David, "Untraceable Electronic Mail, Return Addresses, and Digital Pseudonyms," Communications of the ACM, vol. 24, No. 2, Feb. 1981, 8 pages. |
Chew, T.-S. et al., "NETPLAN-a Telecommunications Network Planning Support System," TENCON '92, IEEE Region 10 International Conference, vol. 2, 7 pages, 1992. |
Chinese Office Action for Application No. 200980151937.6, dated Jul. 1, 2013, 14 pages. |
Chinese Office Action for Application No. 98812258.8 dated Jul. 26, 2002, 5 pages. |
Chinese Office Action for Application No. 98812259.6, dated Jan. 10, 2003, 9 pages. |
Chinese Office Action for Application No. 98812261.8, dated Jun. 20, 2003, 10 pages. |
Chinese Office Action for Application No. 99808531.6, dated Mar. 14, 2003, 14 pages. |
Chinese Office Action for Application No. 99811995.4, dated Apr. 8, 2005, 6 pages. |
Chinese Office Action for Application No. 99811995.4, dated Jul. 6, 2007, 11 pages. |
Chinese Office Action for Application No. 99811996.2, dated May 9, 2003, 10 pages. |
Chinese Office action with English Translation for Application No. 200980151937.6 dated May 23, 2014, 7 pages. |
Chiu, H. et al., "Conferencing Metaphor," IBM Technical Disclosure Bulletin, vol. 36, No. 2, Feb. 1993, 4 pages. |
Chou, Sheng-Lin., et al., "Computer Telephony Integration and Its Applications," IEEE Communications Surveys & Tutorials, vol. 3, No. 1, 2000, 10 pages. |
Cordom, Christopher et al., "CONVERSANT VIS Listens and Talks to Your Customers," AT&T Technology, vol. 9, No. 2, 4 pages, 1994. |
Curbera, Francisco et al., "Unraveling the Web Services Web: An Introduction to SOAP, WSDL, and UDDI," IEEE Internet Computing, 8 pages, Mar./Apr. 2002. |
D'Hooge, Herman, "The Communicating PC," IEEE Communications Magazine, 6 pages, Apr. 1996. |
Durinovic-Johri, Sanja et al., "Advanced Routing Solutions for Toll-Free Customers: Algorithm Design and Performance," Proceedings of the International Teletraffic Congress, ITC-15, 1997, 12 pages. |
Eren, P. Erhan, et al., "Interactive Object-Based Analysis and Manipulation of Digital Video," IEEE Workshop on Multimedia Signal Processing, 1998, 6 pages. |
Esesve, D.R., "Wireless Application Protocol (WAP)," Vitam College of Engineering, No Date Available, 12 pages. |
European Office action Application No. 03022831.6, dated Nov. 30, 2006, 7 pages. |
European Office action Application No. 04011886.1, dated Mar. 9, 2007, 6 pages. |
European Office action for Application No. 00115441.8, dated Feb. 11, 2004, 7 pages. |
European Office action for Application No. 00115441.8, dated Mar. 15, 2005, 4 pages. |
European Office Action for Application No. 00119160.0, dated Jan. 16, 2004, 6 pages. |
European Office action for Application No. 00123329.5, dated Jun. 17, 2002, 6 pages. |
European Office Action for Application No. 00123331.1, dated Apr. 18, 2006, 5 pages. |
European Office Action for Application No. 00305049.9, dated Dec. 29, 2003, 5 pages. |
European Office Action for Application No. 00908266.0, dated Aug. 10, 2005, 6 pages. |
European Office action for Application No. 02400027.5, dated Jan. 21, 2008, 5 pages. |
European Office action for Application No. 02756535.7, dated Aug. 5, 2005, 6 pages. |
European Office Action for Application No. 03800376.0, dated Jul. 8, 2008, 6 pages. |
European Office Action for Application No. 04009176.1, dated Oct. 12, 2011, 8 pages. |
European Office Action for Application No. 97904087.0, dated Jun. 25, 2002, 5 pages. |
European Office Action for Application No. 97933327.5, dated Aug. 26, 2002, 4 pages. |
European Office Action for Application No. 97933327.5, dated Feb. 7, 2002, 5 pages. |
European Office Action for Application No. 98903471.5, dated May 29, 2006, 4 pages. |
European Office Action for Application No. 98903471.5, dated Oct. 11, 2004, 6 pages. |
European Office Action for Application No. 98908545.1, dated Mar. 15, 2005, 4 pages. |
European Office Action for Application No. 98908545.1, dated Nov. 14, 2003, 10 pages. |
European Office Action for Application No. 98924821.6, dated Aug. 26, 2003, 4 pages. |
European Office Action for Application No. 98926248.0, dated Aug. 5, 2004, 4 pages. |
European Office Action for Application No. 98926248.0, dated Dec. 11, 2003, 4 pages. |
European Office Action for Application No. 98926248.0, dated Oct. 21, 2002, 6 pages. |
European Office Action for Application No. 98944799.0, dated Aug. 18, 2005, 7 pages. |
European Office Action for Application No. 98944799.0, dated Mar. 26, 2008, 5 pages. |
European Office Action for Application No. 98944830.3, dated Jan. 30, 2006, 9 pages. |
European Office Action for Application No. 98946907.7, dated Jun. 1, 2006, 6 pages. |
European Office Action for Application No. 98946926.7, dated Dec. 8, 2005, 4 pages. |
European Office Action for Application No. 98953947.3, dated Aug. 22, 2006, 6 pages. |
European Office Action for Application No. 98953962.2, dated Oct. 28, 2005, 5 pages. |
European Office Action for Application No. 98956309.3, dated Jun. 8, 2005, 5 pages. |
European Office Action for Application No. 99905907.4, dated Oct. 31, 2005, 4 pages. |
European Office Action for Application No. 99906856.2, dated Sep. 24, 2007, 5 pages. |
European Office Action for Application No. 99906958.6, dated Feb. 22, 2006, 7 pages. |
European Office Action for Application No. 99927333.7, dated Aug. 21, 2006, 9 pages. |
European Office Action for Application No. 99927340.2, dated Aug. 9, 2011, 6 pages. |
European Office Action for Application No. 99927340.2, dated Nov. 25, 2013, 5 pages. |
European Office Action for Application No. 99945479.6, dated Aug. 9, 2006, 6 pages. |
European Office Action for Application No. 99945519.9, dated Aug. 20, 2007, 6 pages. |
European Office action for Application No. 99956732.4, dated Aug. 17, 2006, 7 pages. |
European Office action for Application No. 99956745.6, dated Mar. 14, 2006, 5 pages. |
European Office Action for Application No. 99960267.5, dated May 10, 2007, 6 pages. |
European Office Action for Application No. 99960279.0, dated Aug. 16, 2005, 6 pages. |
European Office Action for Application No. 99965163.1, dated Jul. 13, 2009, 5 pages. |
European Office for Application No. 00115441.8, dated May 18, 2006, 11 pages. |
European Search Report and Written Opinion for Application No. 05783002.8, dated Mar. 16, 2009, 8 pages. |
European Search Report for 0115441.8 (now EP1075153), dated Nov. 6, 2002, 3 pages. |
European Search Report for Application No. 00123329.5, dated Jan. 30, 2002, 2 pages. |
European Search Report for Application No. 00123331.1, dated Dec. 5, 2003, 6 pages. |
European Search Report for Application No. 00305049.9, dated May 7, 2003, 3 pages. |
European Search Report for Application No. 00908266.0, dated May 24, 2005, 3 pages. |
European Search Report for Application No. 00913226.7, dated Feb. 14, 2005, 3 pages. |
European Search Report for Application No. 0119160.0, dated Apr. 17, 2003, 3 pages. |
European Search Report for Application No. 01920248.0, dated May 3, 2004, 3 pages. |
European Search Report for Application No. 01927387.9, dated Jun. 2, 2006, 3 pages. |
European Search Report for Application No. 02400027.5, dated Feb. 20, 2004, 3 pages. |
European Search Report for Application No. 02756535.7, dated May 25, 2005, 4 pages. |
European Search Report for Application No. 03002575.3, dated Jun. 4, 2003, 3 pages. |
European Search Report for Application No. 03008532.8, dated Dec. 27, 2004, 3 pages. |
European Search Report for Application No. 03008534.4, dated Jul. 23, 2003, 3 pages. |
European Search Report for Application No. 03022831.6, dated Mar. 22, 2006, 3 pages. |
European Search Report for Application No. 03023463.7, dated Jun. 14, 2004, 3 pages. |
European Search Report for Application No. 03076826.1, dated Sep. 10, 2003, 3 pages. |
European Search Report for Application No. 03077174.5, dated Sep. 4, 2003, 4 pages. |
European Search Report for Application No. 03077712.2, dated Mar. 29, 2004, 3 pages. |
European Search Report for Application No. 03800376, dated May 7, 2007, 3 pages. |
European Search Report for Application No. 04007911.3, dated Aug. 17, 2004, 5 pages. |
European Search Report for Application No. 04007913.9, dated Aug. 5, 2004, 4 pages. |
European Search Report for Application No. 04011886.1, dated Jun. 22, 2006, 5 pages. |
European Search Report for Application No. 07018035.1, dated Apr. 23, 2009, 4 pages. |
European Search Report for Application No. 97904087.0, dated Nov. 5, 2001, 3 pages. |
European Search Report for Application No. 97933327.5, dated Oct. 11, 2001, 3 pages. |
European Search Report for Application No. 98903471.5, dated Jul. 26, 2002, 4 pages. |
European Search Report for Application No. 98903623.1, dated Apr. 17, 2002, 3 pages. |
European Search Report for Application No. 98907371.3, dated Mar. 28, 2002, 3 pages. |
European Search Report for Application No. 98924821.6, dated Jun. 13, 2002, 2 pages. |
European Search Report for Application No. 98926248, dated Jul. 18, 2002, 3 pages. |
European Search Report for Application No. 98944799.0, dated Aug. 5, 2004, 3 pages. |
European Search Report for Application No. 98944830.3, dated Aug. 11, 2004, 3 pages. |
European Search Report for Application No. 98946907.7, dated Aug. 11, 2004, 3 pages. |
European Search Report for Application No. 98946926.7, dated Aug. 11, 2004, 3 pages. |
European Search Report for Application No. 98948163.5, dated Aug. 8, 2000, 3 pages. |
European Search Report for Application No. 98948164.3, dated Jun. 15, 2004, 3 pages. |
European Search Report for Application No. 98953947.3, dated Aug. 20, 2004, 3 pages. |
European Search Report for Application No. 98953962.2, dated Sep. 2, 2004, 3 pages. |
European Search Report for Application No. 98956187.3, dated Sep. 16, 2005, 3 pages. |
European Search Report for Application No. 98956309.3, dated Sep. 10, 2004, 3 pages. |
European Search Report for Application No. 99905907.4, dated Jun. 1, 2005, 3 pages. |
European Search Report for Application No. 99906856.2, dated Oct. 4, 2006, 3 pages. |
European Search Report for Application No. 99906958.6, dated Aug. 19, 2005, 3 pages. |
European Search Report for Application No. 99927333.7, dated Mar. 30, 2005, 5 pages. |
European Search Report for Application No. 99927340.2, dated Oct. 18, 2004, 3 pages. |
European Search Report for Application No. 99945479.6, dated Mar. 24, 2006, 3 pages. |
European Search Report for Application No. 99945519.9, dated Oct. 18, 2005, 3 pages. |
European Search Report for Application No. 99945556.1, dated Nov. 16, 2004, 3 pages. |
European Search Report for Application No. 99956732.4, dated Apr. 19, 2006, 4 pages. |
European Search Report for Application No. 99956745.6, dated Jun. 30, 2005, 3 pages. |
European Search Report for Application No. 99960267.5, dated Jul. 14, 2005, 3 pages. |
European Search Report for Application No. 99960279.0, dated Apr. 26, 2005, 3 pages. |
European Search Report for Application No. 99965163.1, dated Nov. 19, 2004, 4 pages. |
European Search Report for Application No. 99971602.0, dated Feb. 6, 2007, 3 pages. |
Festa, Paul, "Vignette Updates StoryServer Platform," CNET News.com, Sep. 16, 1997, 4 pages. |
Foster, Robin Harris, "Advanced DEFINITY Call Centers: Working for You and Your Customers," AT&T Technology, vol. 9, No. 2, 1994, 6 pages. |
Francis, Paul et al., "Flexible Routing and Addressing for a Next Generation IP," SIGCOMM, 10 pages, 1994. |
Gawrys, G.W., et al., "ISDN: Integrated Network/Premises Solutions for Customer Needs," ICC, 6 pages, 1986. |
Gechter, J. et al., "ISDN Service Opportunities in the Intelligent Network," Proceedings of the National Communications Forum, Chicago, IL, vol. 43, No. 1, Oct. 1989, 4 pages. |
Harvey, Dean E. et al., "Call Center Solutions," AT&T Technical Journal, vol. 70, No. 5, 10 pages, Sep./Oct. 1991. |
Held, Gilbert, "Voice Over Data Networks," McGraw Hill, Texas, 1998, 16 pages. |
Henderson, Shane G. et al., "Rostering by Interating Integer Programming and Simulation," Proceedings of the 1998 Winter Simulation Conference, Washington D.C., Dec. 13, 1998, 7 pages. |
Hofmann, Peter. et al., "@INGate: Integrating Telephony and Internet," IEEE Conference on Protocols for Multimedia Systems, 4 pages, Nov. 1997. |
House, Eric, "How to Munge Outgoing From: Field When Using Mail?," Google Discussion Group, Apr. 2, 1997, 1 page. |
Hu, Michael Junke et al., "An Object-Relational Database System for the Interactive Multimedia," IEEE International Conference on Intelligent Processing Systems, pp. 1571-1575, Oct. 1997. |
International Preliminary Examination Report for PCT/US01/13313, dated Apr. 22, 2002, 4 pages. |
International Preliminary Examination Report for PCT/US01/40267, dated Dec. 9, 2002, 4 pages. |
International Preliminary Examination Report for PCT/US96/16919, dated Feb. 18, 1998, 18 pages. |
International Preliminary Examination Report for PCT/US97/01469, dated Oct. 14, 1998, 8 pages. |
International Preliminary Examination Report for PCT/US97/11881, dated Mar. 27, 1998, 3 pages. |
International Preliminary Examination Report for PCT/US98/00631, dated Sep. 10, 1999, 7 pages. |
International Preliminary Examination Report for PCT/US98/02847, dated Jul. 9, 1999, 5 pages. |
International Preliminary Examination Report for PCT/US98/13644, dated Jan. 12, 2000, 6 pages. |
International Preliminary Examination Report for PCT/US98/18646, dated Oct. 30, 2000, 5 pages. |
International Preliminary Examination Report for PCT/US98/18789, dated Dec. 30, 1999, 6 pages. |
International Preliminary Examination Report for PCT/US98/22527, dated Jun. 30, 2000, 5 pages. |
International Preliminary Examination Report for PCT/US99/12841, dated Jan. 22, 2001, 5 pages. |
International Preliminary Examination Report for PCT/US99/25308, dated Sep. 10, 2000, 3 pages. |
International Preliminary Examination Report for PCT/US99/25309, dated May 8, 2001, 4 pages. |
International Preliminary Report on Patentability for PCT/US2005/027544, dated May 22, 2007, 7 pages. |
International Search Report and Written Opinion for PCT/US2009/068402, dated Mar. 31, 2010, 10 pages. |
International Search Report for PCT/US00/00781, dated Apr. 12, 2000, 2 pages. |
International Search Report for PCT/US00/00785, dated Oct. 2, 2000, 2 pages. |
International Search Report for PCT/US00/023066, dated Oct. 30, 2000, 1 page. |
International Search Report for PCT/US00/27982, dated Jan. 31, 2001, 3 pages. |
International Search Report for PCT/US00/27983, dated Mar. 19, 2001, 2 pages. |
International Search Report for PCT/US00/27984, dated Mar. 22, 2001, 1 page. |
International Search Report for PCT/US01/07457, dated Aug. 30, 2001, 1 page. |
International Search Report for PCT/US01/13313, dated Jul. 6, 2001, 1 page. |
International Search Report for PCT/US01/40267, dated Jul. 17, 2001, 1 page. |
International Search Report for PCT/US02/23080, dated Oct. 1, 2002, 1 page. |
International Search Report for PCT/US03/41677, dated Apr. 10, 2006, 1 page. |
International Search Report for PCT/US05/27544, dated Jun. 14, 2006, 1 page. |
International Search Report for PCT/US96/16919, dated Jun. 2, 1997, 3 pages. |
International Search Report for PCT/US97/01469, dated Apr. 14, 1997, 1 page. |
International Search Report for PCT/US97/05457, dated Jun. 24, 1997, 2 pages. |
International Search Report for PCT/US97/11881, dated Oct. 24, 1997, 1 page. |
International Search Report for PCT/US98/00631, dated Jun. 18, 1998, 1 page. |
International Search Report for PCT/US98/01158, dated Jul. 17, 1998, 1 page. |
International Search Report for PCT/US98/02152, dated Jun. 25, 1998, 1 page. |
International Search Report for PCT/US98/02847, dated Aug. 6, 1998, 1 page. |
International Search Report for PCT/US98/02848, dated Aug. 11, 1998, 1 page. |
International Search Report for PCT/US98/02923, dated Aug. 19, 1998, 1 page. |
International Search Report for PCT/US98/06334, mailed Sep. 1, 1998, 2 pages. |
International Search Report for PCT/US98/10357, dated Jan. 14, 1999, 1 page. |
International Search Report for PCT/US98/11442, dated Oct. 21, 1998, 2 pages. |
International Search Report for PCT/US98/13644, dated Apr. 21, 1999, 2 pages. |
International Search Report for PCT/US98/18646, dated Jan. 29, 1999, 2 pages. |
International Search Report for PCT/US98/18789, dated Jan. 29, 1999, 3 pages. |
International Search Report for PCT/US98/18833, dated Nov. 19, 1998, 1 page. |
International Search Report for PCT/US98/18874, dated Jan. 29, 1999, 1 page. |
International Search Report for PCT/US98/18989, dated Jan. 25, 1999, 1 page. |
International Search Report for PCT/US98/22527, dated Apr. 2, 1999, 2 pages. |
International Search Report for PCT/US98/22555, mailed Mar. 3, 1999, 1 page. |
International Search Report for PCT/US98/22600, mailed Jun. 4, 1999, 1 page. |
International Search Report for PCT/US98/22935, mailed Apr. 14, 1999, 1 page. |
International Search Report for PCT/US99/02812, mailed May 11, 1999, 1 page. |
International Search Report for PCT/US99/02814, mailed Jun. 17, 1999, 1 page. |
International Search Report for PCT/US99/02822, mailed Aug. 18, 1999, 1 page. |
International Search Report for PCT/US99/03038, mailed Apr. 23, 1999, 1 page. |
International Search Report for PCT/US99/03039, mailed May 11, 1999, 1 page. |
International Search Report for PCT/US99/12700, mailed Nov. 30, 1999, 1 page. |
International Search Report for PCT/US99/12781, mailed Sep. 9, 1999, 2 pages. |
International Search Report for PCT/US99/12841, mailed Sep. 10, 1999, 2 pages. |
International Search Report for PCT/US99/20259, dated Feb. 15, 2000, 1 page. |
International Search Report for PCT/US99/20387, dated Dec. 7, 1999, 2 pages. |
International Search Report for PCT/US99/20461, dated Dec. 23, 1999, 2 pages. |
International Search Report for PCT/US99/25117, dated Nov. 1, 2000, 2 pages. |
International Search Report for PCT/US99/25265, dated Feb. 18, 2000, 1 page. |
International Search Report for PCT/US99/25308, dated Feb. 3, 2000, 1 page. |
International Search Report for PCT/US99/25309, dated Feb. 10, 2000, 1 page. |
International Search Report for PCT/US99/25310, dated Feb. 10, 2000, 1 page. |
International Search Report for PCT/US99/26619, dated Mar. 17, 2000, 1 page. |
International Search Report for PCT/US99/26659, dated Feb. 4, 2000, 1 page. |
International Search Report for PCT/US99/29043, dated Mar. 20, 2000, 1 page. |
International Search Report for PCT/US99/29044, dated May 11, 2000, 1 page. |
International Written Opinion for PCT/US98/22527, mailed Dec. 27, 1999, 5 pages. |
Japanese Interrogation and Re-Examination Report for Application No. 1999-502827, mailed Oct. 26, 2004, 7 pages. |
Japanese Office Action for Application No. 1997-527811, mailed Oct. 10, 2000, 6 pages. |
Japanese Office Action for Application No. 1998-505335, mailed Mar. 5, 2002, 7 pages. |
Japanese Office Action for Application No. 1998-531244, mailed Jan. 6, 2004, 4 pages. |
Japanese Office Action for Application No. 1998-531244, mailed Sep. 10, 2002, 5 pages. |
Japanese Office Action for Application No. 1998-536740, mailed Feb. 24, 2004, 5 pages. |
Japanese Office Action for Application No. 1998-536740, mailed Sep. 3, 2002, 14 pages. |
Japanese Office Action for Application No. 1999-500765, mailed Feb. 10, 2004, 6 pages. |
Japanese Office Action for Application No. 1999-500765, mailed Sep. 3, 2002, 11 pages. |
Japanese Office Action for Application No. 1999-502827, mailed Dec. 3, 2002, 4 pages. |
Japanese Office Action for Application No. 1999-502827, mailed May 28, 2002, 3 pages. |
Japanese Office Action for Application No. 1999-502827, mailed Nov. 1, 2005, 8 pages. |
Japanese Office action for Application No. 2000-220082, mailed on Apr. 1, 2003, 3 pages. |
Japanese Office Action for Application No. 2000-511299, mailed Feb. 3, 2004, 4 pages. |
Japanese Office Action for Application No. 2000-511299, mailed May 16, 2006, 7 pages. |
Japanese Office Action for Application No. 2000-512333, mailed Sep. 3, 2002, 6 pages. |
Japanese Office Action for Application No. 2000-512334, mailed Sep. 10, 2002, 9 pages. |
Japanese Office Action for Application No. 2000-512336, mailed Jul. 23, 2002, 8 pages. |
Japanese Office Action for Application No. 2000-512336, mailed Jun. 24, 2003, 4 pages. |
Japanese Office Action for Application No. 2000-514448, mailed Sep. 3, 2002, 10 pages. |
Japanese Office Action for Application No. 2000-519541, dated May 16, 2005, 4 pages. |
Japanese Office Action for Application No. 2000-519541, mailed Aug. 20, 2002, 10 pages. |
Japanese Office Action for Application No. 2000-519541, mailed Dec. 2, 2003, 7 pages. |
Japanese Office Action for Application No. 2000-519541, mailed Mar. 14, 2006, 6 pages. |
Japanese Office Action for Application No. 2000-522718, mailed Sep. 10, 2002, 9 pages. |
Japanese Office Action for Application No. 2000-531822, mailed Sep. 24, 2002, 6 pages. |
Japanese Office Action for Application No. 2000-531940, mailed Dec. 3, 2002, 4 pages. |
Japanese Office Action for Application No. 2000-532958, mailed Aug. 20, 2002, 7 pages. |
Japanese Office Action for Application No. 2000-554115, dated Apr. 27, 2005, 5 pages. |
Japanese Office Action for Application No. 2000-554115, mailed Jan. 6, 2004, 4 pages. |
Japanese Office Action for Application No. 2000-554115, mailed Oct. 1, 2002, 5 pages. |
Japanese Office Action for Application No. 2000-556311, mailed Oct. 21, 2003, 6 pages. |
Japanese Office Action for Application No. 2000-570673, dated Oct. 4, 2005, 4 pages. |
Japanese Office Action for Application No. 2000-570673, mailed Mar. 8, 2005, 6 pages. |
Japanese Office Action for Application No. 2000-570673, mailed Oct. 14, 2003, 6 pages. |
Japanese Office Action for Application No. 2000-570677, mailed May 11, 2004, 8 pages. |
Japanese Office Action for Application No. 2000-570677, mailed Nov. 30, 2004, 10 pages. |
Japanese Office Action for Application No. 2000-570941, mailed Oct. 7, 2003, 6 pages. |
Japanese Office Action for Application No. 2000-578753, mailed May 11, 2004, 11 pages. |
Japanese Office Action for Application No. 2000-580124, mailed Apr. 12, 2005, 6 pages. |
Japanese Office Action for Application No. 2000-580124, mailed Oct. 7, 2003, 5 pages. |
Japanese Office Action for Application No. 2000-580329, mailed Feb. 15, 2005, 8 pages. |
Japanese Office Action for Application No. 2000-580329, mailed May 13, 2008, 8 pages. |
Japanese Office Action for Application No. 2000-580329, mailed Oct. 4, 2005, 5 pages. |
Japanese Office Action for Application No. 2000-581781, mailed Feb. 3, 2004, 4 pages. |
Japanese Office Action for Application No. 2000-581781, mailed Oct. 8, 2002, 4 pages. |
Japanese Office Action for Application No. 2000-590363, mailed Apr. 1, 2003, 6 pages. |
Japanese Office Action for Application No. 2001-526724, mailed Aug. 1, 2006, 5 pages. |
Japanese Office Action for Application No. 2001-526724, mailed Dec. 13, 2005, 5 pages. |
Japanese Office Action for Application No. 2001-526724, mailed May 17, 2005, 4 pages. |
Japanese Office Action for Application No. 2006-127262, mailed Jun. 1, 2010 (5 pages). |
Japanese Office Action for Application No. 2006-127262, mailed Nov. 18, 2008 (7 pages). |
Japanese Office Action for Application No. 2011-543586, mailed Jan. 24, 2013, 5 pages. |
Japanese Office Action for Application No. 532950, dated Dec. 17, 2002, 6 pages. |
Katz, Michael, "When CTI Meets the Internet," Telecommunications, vol. 31, No. 7, Jul. 1997, 6 pages. |
Kaufman, Harvey, "Call Centers in Cyberspace," Communications News, vol. 34, Issue 7, Jul. 1997, 4 pages. |
Kaukonen, S., et al., "Agent-Based Conferencing Using Mobile IP-Telephony," Proceedings of Multimedia Signal Processing, 1999, 6 pages. |
Korean Office Action for Application No. 10-2011-7016735, dated Jun. 13, 2013, 3 pages. |
Korean Office Action for Application No. 10-2011-7017067, dated Aug. 21, 2012, 9 pages. |
Kramer, Brian, "How to Send a File to the Sender of a Message?," Google Discussion Group, May 27, 1994, 5 pages. |
Lee, Chien-I, et al., "A New Storage and Retrieval Method to Support Editing Operations in a Multi-Disk-based Video Server," Fourth International Conference on Parallel and Distributed Information Systems, IEEE, Miami Beach, FL, Dec. 1996, 10 pages. |
Lin, Yi-Bing et al., "A Flexible Graphical User Interface for Performance Modeling," Software-Practice and Experience, vol. 25(2), Feb. 1995, 24 pages. |
Low, Colin, "The Internet Telephony Red Herring," Global Telecommunications Conference, Nov. 1996, 15 pages. |
Mackay, Wendy E., et al., "Virtual Video Editing in Interactive Multimedia Applications," Communications of the ACM, vol. 32, No. 7, Jul. 1989, 9 pages. |
Malabocchia, Fabio, et al., "Mining Telecommunications Data Bases: An Approach to Support the Business Management," Network Operations and Management Symposium, IEEE, vol. 1, Feb. 1998, 9 pages. |
Masashi, Tsuboi et al., "Computer Telephony Integration System," CTSTAGE, Oki Electric Research and Development, 174, vol. 64, No. 2, Apr. 1, 1997, 10 pages. |
Matsumoto, Akihiko, "Bank CTI/Call Center Using Up Customer Information, Analysis of Six Major Manufacturers' Solutions," Network Computing, Ric Telecom Corporation, Japan, vol. 10, No. 10, Oct. 1, 1998, 13 pages. |
Matsuo, Yasunori, "Microsoft Project for Windows 95," Nikkei Personal Computing, Nikkei Business Publications, Inc., No. 255, Dec. 18, 1995, 2 pages. |
Mattison, Rob, "Data Warehousing and Data Mining for Telecommunications," Artech House, Boston, 1997, 7 pages. |
Metz, Christopher, "IP Routers: New Tool for Gigabit Networking," On the Wire, IEEE Internet, Nov./Dec. 1998, 5 pages. |
Microsoft Dictionary Pages, Microsoft Press, Redmond, WA, 1991, 2 pages. |
Monson-Haefel, Richard, "Enterprise JavaBeans," O'Reilly & Assoc., 2nd Ed., 1999, 7 pages. |
Murayama, Hideki, "Integrated Customer Supporting System View Workshop/CS, OA Business Personal Computer," NEC Business System, Denpa Press Co., Ltd., vol. 15, No. 12, Dec. 1997, 6 pages. |
Nariani, Sushil, "Internet Telephony," Whatis.com, Oct. 25, 1999, 2 pages. |
Newton, Harry, "Newton's Telecom Dictionary," Flatiron Publishing, New York, 1994, 7 pages. |
Newton'S Telecom Dictionary, The Official Dictionary of Telcommunications & the Internet, 16th Edition, Telecom Books, Feb. 2000, 3 pages. |
Orozco-Barbosa, Luis et al., "Design and Performance Evaluation of Intelligent Multimedia Services," Computer Communications, vol. 20, 1997, 14 pages. |
Rangan, P. Venkat, et al., "A Window-Based Editor for Digital Video and Audio," Proceedings of the 25th Hawaii International Conference on System Sciences, IEEE, vol. 2, Jan. 1992, 9 pages. |
Recker, Mimi M. et al., "Predicting Document Access in Large, Multimedia Repositories," ACM Transactions on Computer-Human Interaction, vol. 3, 1994, 23 pages. |
Rodriguez-Martinez, Manuel et al., "MOCHA: A Self-Extensible Database Middleware System for Distributed Data Sources," International Conference on Management Data-SIGMOD, 2000, 12 pages. |
Rosenberg, Arthur M., "Call Center Computer Telephony: Technology Overview," Gartner, Inc., Jan. 1998 (24 pages). |
Schmandt, Chris, "Phoneshell: The Telephone as Computer Terminal," Proceedings of ACM Multimedia Conference, 1993, 10 pages. |
Sekine, Shoji et al., "Front Office Oriented Solution for Customer Satisfaction and Profit Expansion," Hitachi Hyoron Co, Ltd., Japan, vol. 80, No. 9, Sep. 1998, 11 pages. |
Semilof, Margie, "Call Centers Go On-Line," Communications Week, No Date Available, 2 pages. |
Sevcik, Peter et al., "The Call Center Revolution," Northeast Consulting Technical Paper, Jan. 1, 1997, 12 pages. |
Smith, J.D., An Overview to Computer-Telecommunications Integration (CTI), Telecommunications, Conference Publication No. 404, IEEE, Mar. 26-29, 1995, 5 pages. |
Sulkin, Allan, Building the ACD-LAN Connection, Business Communications Review, Jun. 1996, 4 pages. |
Supplemental European Search Report for Application No. 98908545.1, dated Sep. 5, 2002, 4 pages. |
Szlam, Aleksander et al., "Predictive Dialing Fundamentals," Flatiron Publishing, New York, 1996, 28 pages. |
Tadamura, Katsumi et al., "Synchronizing Computer Graphics Animation and Audio," IEEE, 1998, 11 pages. |
Taisei, Mori et al., "Call Center: Promotion of Information Use with a Direct Link to Core Business with Eye on the Internet Customer," Ric Telecom Corporation, Japan, vol. 10, No. 8, Aug. 1, 1998, 9 pages. |
Tang, Jingrong et al., "Advanced Service Architecture for H.323 Internet Protocol Telephony," Computer Communications, vol. 23, 2000, 14 pages. |
Thio, Fu Wang et al., "Distributed Multimedia Database: a Design and Application Study," The Fourth International Conference on High Performance Computing in the Asia-Pacific Region, IEEE, Beijing, China, vol. 2, May 2000, 6 pages. |
Toji, Ryutaro et al., "A Study of Customer Contact Operation System and Functions," Proceedings of the IECE General Conference, Comm. 2, Mar. 6, 1997, 3 pages. |
Toji, Ryutaro et al., "OCN Multimedia Customer Contact System," NTT Technical Journal, the Telecommunication Association, Japan, vol. 10, No. 1, Jan. 1, 1998, 6 pages. |
Tsunemasa, Mizuo., "CTI World 2: World of CTI," Business Communication, vol. 34, No. 2, Feb. 1, 1997, 13 pages. |
U.S. Appl. No. 08/928,861, Neyman et al. |
U.S. Appl. No. 10/234,691, Neyman et al. |
Van Zijl, Lynette, et al., "A Tool for Graphical Network Modeling and Analysis," IEEE Software, Jan. 1992, 8 pages. |
Vazquez, E., et al., Graphical Interface for Communication Network Analysis and Simulation, Department of Telematic Engineering, Technical University of Madrid, IEE, 1991, Spain, 4 pages. |
Wagner, Susanne., "Intralingual Speech-to-Text Conversion in Real-Time: Challenges and Opportunities," Challenges of Multidimensional Translation Conference Proceedings, 2005, 10 pages. |
Wang, Yong et al., "Real-time scheduling for multi-agent call center automation", Information service agents lab, school of computing science Simon Fraser University, Burnaby, BC Canada, 1999, 13 pages. |
Wolter, Roger., "XML Web Services Basics," Microsoft Corporation, Dec. 2001, 4 pages. |
Zenel, Bruce et al., Intelligent Communication Filtering for Limited Bandwidth Environments, Computer Science Department, Columnia University, IEEE, 1995, 7 pages. |
Cited By (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US9740708B2 (en) | 2012-05-01 | 2017-08-22 | Everbridge, Inc. | Systems and methods for distance and performance based load balancing |
US20130304904A1 (en) * | 2012-05-09 | 2013-11-14 | Everbridge, Inc. | Systems and methods for metric-based cloud management |
US9391855B2 (en) * | 2012-05-09 | 2016-07-12 | Everbridge, Inc. | Systems and methods for simulating a notification system |
US11004110B2 (en) | 2012-05-09 | 2021-05-11 | Everbridge, Inc. | Systems and methods for providing situational awareness via bidirectional multi-modal notifications |
Also Published As
Publication number | Publication date |
---|---|
US6480600B1 (en) | 2002-11-12 |
US7903807B2 (en) | 2011-03-08 |
US20030002652A1 (en) | 2003-01-02 |
US20040208134A1 (en) | 2004-10-21 |
US6735298B2 (en) | 2004-05-11 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US9516171B2 (en) | Personal desktop router | |
USRE45606E1 (en) | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality | |
US6434231B2 (en) | Virtualized computer telephony integrated link for enhanced functionality in call centers | |
US20130230160A1 (en) | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality | |
US6205412B1 (en) | Methods in computer simulation of telephony systems | |
EP0986875B1 (en) | A personal desktop router | |
US7231032B2 (en) | Negotiated routing in telephony systems | |
US6005931A (en) | Negotiated routing in telephony systems | |
US6201863B1 (en) | Personal desktop router | |
AU740090B2 (en) | Negotiated routing in telephony systems |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
AS | Assignment |
Owner name: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT, DE Free format text: SECURITY AGREEMENT;ASSIGNORS:GENESYS TELECOMMUNICATIONS LABORATORIES, INC.;ANGEL.COM INCORPORATED;UTOPY, INC.;AND OTHERS;REEL/FRAME:031644/0814 Effective date: 20131113 |
|
AS | Assignment |
Owner name: GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS Free format text: PATENT RELEASE (REEL:031644/FRAME:0814);ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT;REEL/FRAME:040798/0428 Effective date: 20161201 Owner name: SOUNDBITE COMMUNICATIONS, INC., CALIFORNIA Free format text: PATENT RELEASE (REEL:031644/FRAME:0814);ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT;REEL/FRAME:040798/0428 Effective date: 20161201 Owner name: ANGEL.COM INCORPORATED, CALIFORNIA Free format text: PATENT RELEASE (REEL:031644/FRAME:0814);ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT;REEL/FRAME:040798/0428 Effective date: 20161201 Owner name: UTOPY, INC., CALIFORNIA Free format text: PATENT RELEASE (REEL:031644/FRAME:0814);ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT;REEL/FRAME:040798/0428 Effective date: 20161201 |
|
AS | Assignment |
Owner name: BANK OF AMERICA, N.A., AS COLLATERAL AGENT, NORTH CAROLINA Free format text: SECURITY AGREEMENT;ASSIGNORS:GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR;ECHOPASS CORPORATION;INTERACTIVE INTELLIGENCE GROUP, INC.;AND OTHERS;REEL/FRAME:040815/0001 Effective date: 20161201 Owner name: BANK OF AMERICA, N.A., AS COLLATERAL AGENT, NORTH Free format text: SECURITY AGREEMENT;ASSIGNORS:GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR;ECHOPASS CORPORATION;INTERACTIVE INTELLIGENCE GROUP, INC.;AND OTHERS;REEL/FRAME:040815/0001 Effective date: 20161201 |
|
FEPP | Fee payment procedure |
Free format text: MAINTENANCE FEE REMINDER MAILED (ORIGINAL EVENT CODE: REM.); ENTITY STATUS OF PATENT OWNER: LARGE ENTITY |
|
LAPS | Lapse for failure to pay maintenance fees |
Free format text: PATENT EXPIRED FOR FAILURE TO PAY MAINTENANCE FEES (ORIGINAL EVENT CODE: EXP.); ENTITY STATUS OF PATENT OWNER: LARGE ENTITY |