CN102257789B - 用于改善交互路由性能的系统和方法 - Google Patents

用于改善交互路由性能的系统和方法 Download PDF

Info

Publication number
CN102257789B
CN102257789B CN200980151937.6A CN200980151937A CN102257789B CN 102257789 B CN102257789 B CN 102257789B CN 200980151937 A CN200980151937 A CN 200980151937A CN 102257789 B CN102257789 B CN 102257789B
Authority
CN
China
Prior art keywords
route
routing
mutual
application server
server
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.)
Active
Application number
CN200980151937.6A
Other languages
English (en)
Other versions
CN102257789A (zh
Inventor
N·阿尼西莫夫
V·萨伊科
V·特约欣
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Green Steps On Holdings Co Ltd Of Us Second
Original Assignee
Green Steps On Holdings Co Ltd Of Us Second
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Green Steps On Holdings Co Ltd Of Us Second filed Critical Green Steps On Holdings Co Ltd Of Us Second
Publication of CN102257789A publication Critical patent/CN102257789A/zh
Application granted granted Critical
Publication of CN102257789B publication Critical patent/CN102257789B/zh
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10—Architectures or entities
    • H04L65/102—Gateways
    • H04L65/1043—Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L45/00—Routing or path finding of packets in data switching networks
    • H04L45/34—Source routing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1096—Supplementary features, e.g. call forwarding or call holding

Abstract

一种交互路由器包括：计算机化服务器，执行在机器可读介质上存储的路由引擎；在服务器处的从交互切换元件接收信息的接口，该信息关于在切换元件接收的待路由的交互；在服务器处的去往广域网(WAN)的接口；路由引擎判断是否将进行一个或者多个业务逻辑确定以选择用于交互的路由目的地的功能；以及用于控制交换机对交互路由的功能。如果将进行一个或者多个业务逻辑确定，则路由引擎通过WAN向远程服务器请求业务逻辑确定，并且当从远程服务器接收到该确定时在控制切换元件对交互路由中使用该确定。

Description

用于改善交互路由性能的系统和方法
相关申请的交叉引用
在本说明书的原有公开内容中引用于2005年12月22日提交的美国专利申请11/317,105作为相关申请。
技术领域
本发明为包括网际协议网络电话(IPNT)系统的计算机电话集成(CTI)电话系统领域并且具体涉及一种用于改善通信中心中的复杂交互路由性能的系统和方法。
背景技术
在电话领域中，计算机电话集成(CTI)是公知的并且已建立起来。采用本领域现有通信技术的联络中心根据已开发的通常称为路由策略的软件例程来实现交互路由。
纯电话系统和计算机网络的合并已经引导了变换语言的发展，其中一些变换语言是公共领域中的公知标准，而其中一些变换语言为发明人所知并且可为发明人所用。通信中心可扩展标记语言(CCXML)和语音可扩展标记语言(VXML)是用于表达路由策略的语言的公知例子，这些语言包括基本呼叫控制功能的表达。
发明人了解其它用于表达并且在现有技术的通信中心(CC)中执行交互路由策略的基于XML的语言，其中一种典型CC应用可以包括交互语音响应(IVR)脚本、智能路由策略、各种呼叫控制场景、代理脚本编写、统计报告、交互工作流程处理、代理级路由、客户简档有关路由、对外呼叫支持和多媒体交互。XStrategy(XST)为发明人所知并且包含现有的基于XML的构造，但是XST是通过添加为更复杂的交互路由环境而开发的新构造来增强的。
用XST构造增强的XML文档具有文件扩展名.sxml并且一般可以定义为(SXML)文档。XST用来指定呼叫处理、优先级、等待时间、超时以及许多其它交互状态、变量、条件和命令。XST可以实施为用于传达用XML原语或者其它低级描述符语言代表的呼叫模型、为发明人所知的简单媒介控制协议(SMCP)的扩展。
XST可以结合后端数据服务以及由Web服务描述语言(WSDL)或者Web服务流程语言(WSFL)定义的Web服务来与简单对象应用协议(SOAP)或者Xpath传送机制一起使用。它可以集成到工作流程管理语言(比如用于Web服务的业务过程执行语言(BPEL4WS)和XML过程定义语言(XPDL))中。通过利用XST开始标签标注现有脚本，可以执行预定义例程。
一种被发明人称为交互路由设计器(IRD)的工具用来用图形构造基于XML的如下路由策略，这些路由策略被变换成也为发明人所知的更抽象的交互路由语言(IRL)。可扩展样式表语言变换(XSLT)可以用来将XST直接变换成抽象IRL或者变换成IRDXML的有效子集。可以在2005年12月22日提交、标题为“MethodforImplementingandExecutingCommunicationCenterRoutingStrategiesRepresentedinExtensibleMarkupLanguage”的第11/317,105号美国专利说明书中查看示例XST样本脚本。
将客户交互向客户服务代表进行路由是每个现有技术联络中心的一个至关重要功能。在CC路由器内根据表达为可执行策略的路由逻辑来执行传统交互路由。通过退出关于客户数据、服务类型、联络中心操作情形、业务信息等的状态和规则可以形成或者影响路由策略的流程。
更复杂的策略包含用于访问来自数据库的数据并且操纵或者处理访问的数据的复杂例程。更复杂和智能的例程的一个副产物是增加这样的例程的设计和实施难度。这些更复杂的路由策略的部署和实际运行期执行也带来问题和挑战。例如，典型智能路由策略可能占用以复杂的意大利面式图形形式代表的数以百计的页面。这些例程极易出错并且面临来自开发员的大量资格要求。
上文进一步提到的IRD工具实现创建由图形用户界面(GUI)和图形体制辅助的复杂路由策略。IRD工具包含用于与包含应用和业务数据的数据库一起工作的实用程序。然而，工具范围有与诸如C、C++、C#、Java等传统应用编程语言相比的语言能力丰富性。C#或者C-Sharp是一种由MicrosoftTM开发的最新基于C的面向对象的编程语言。现有技术路由策略的复杂性致使主机路由器处理如下功能，这些路由功能明显偏离路由器被设计为要执行的纯路由功能。路由器执行复杂业务计算经常造成系统超负荷和由此引起的性能失灵。
因此本领域需要一种用于改善通信中心内的交互路由性能的系统和方法。
发明内容
以上所述的问题在于对联络中心中的交互进行路由需要复杂的智能路由策略，但是为路由联络中心交互而创建的许多常规体制难以设计和执行并且也对路由性能产生失灵或者处理超负荷。发明人因此考虑路由系统的功能单元以便寻求展示出复杂性而不引起处理问题的如下单元，这些单元可以潜在用来提供复杂的智能路由，但这是以不会造成编程错误、处理超负荷或者失灵的方式进行的。
每个数字交互路由系统由包括路由策略的应用而驱动，其一个副产物在于特别是对于排队等候服务的相对大量呼叫而言路由活动持续繁忙。大多数这样的系统采用某一交互联络中心应用和路由器应用，其中该某一交互联络中心应用在具有处理器的节点上执行，并且该路由器应用运行用于为呼叫路由的路由策略。
本发明人在发明时认识到，如果可以分离面向业务的逻辑和处理与纯路由逻辑和处理，使得不同专用处理资源和不同设计语言可以用来实现对用于将特定事件路由到的目的地资源的最优确定这一共同目标，则可以获得更高效执行和实现的更复杂且智能的总策略。
发明人因此构造一种用于将联络中心事件向可用资源路由的独特路由系统，该系统对于将要在应用服务器上执行的路由允许相对于用于目的地匹配或者资源分配和确定的业务逻辑处理而言更复杂和繁杂的任务，并且将路由器应用限制到执行和处理由服务器创建的仅包含纯路由逻辑的动态路由策略。路由智能水平的明显提高对于在路由器处的处理效率不产生妨碍。
因而，在本发明的一个实施例中，提供一种交互路由器，该交互路由器包括：计算机化服务器，执行在机器可读介质上存储的路由引擎；在服务器处的从交互切换元件接收信息的接口，该信息关于在切换元件接收的待路由的交互；在服务器处的去往广域网(WAN)的接口；路由引擎判断是否将进行一个或者多个业务逻辑确定以选择用于交互的路由目的地的功能；以及用于控制交换机对交互路由的功能。如果将进行一个或者多个业务逻辑确定，则路由引擎通过WAN向远程服务器请求业务逻辑确定，并且当从远程服务器接收到该确定时在控制切换元件对交互路由中使用该确定。
在本发明的一个实施例中，通过统一资源定位符(URL)的断言来请求业务逻辑确定。而且在一个实施例中，多个URL可用于断言，每个URL指向在远程服务器的业务逻辑的不同部分。而且在一些实施例中，确定可以是用可扩展标记语言(XML)表达的可执行策略。在这一实施例中，在交互路由器解析和执行XML策略。
在一些实施例中，交互切换元件可以是计算机电话集成(CTI)呼叫交换机。在本发明的许多实施例中，WAN可以是因特网。路由目的地可以是现场代理、现场代理组或者自动化处理系统。
在本发明的另一方面，提供一种用于为在交互切换元件接收的交互路由的方法，该方法包括以下步骤：(a)向远程服务器发送针对业务逻辑确定的请求消息；(b)在远程服务器处参照至少一个规则处理任何接收的呼叫数据以生成业务逻辑确定；(c)向交互路由器发送回业务逻辑确定；并且(d)在交互路由器处解析和执行业务逻辑确定以对交互路由。
在该方法的一个实施例中，在步骤(a)中，远程服务器是广域网可访问的应用服务器。而且在一个实施例中，广域网可以是因特网网络。在一些情况下，业务逻辑确定可以是机器可读和可执行的XML策略。也在一个实施例中，可以由于路由器在执行路由策略期间调用URL而发送请求。XML策略可以是XStrategy(XST)、交互路由设计器(IRD)XML或者交互路由语言(IRL)之一。
附图说明
图1是支持业务和纯路由逻辑在事件路由中集成的电信网络的架构概览。
图2是图示了根据本发明一个实施例的在事件路由中在节点之间进行交互的交互流程图。
图3是图示了根据本发明一个实施例的用于路由传入事件的步骤的过程流程图。
具体实施方式
发明人提供一种用于改善通信中心内的交互路由性能的系统和方法。该系统利用外部应用服务器资源来辅助更复杂的业务逻辑处理而将纯路由逻辑留给专用事件路由器处理。在以下实施例中描述本发明的系统和方法。
图1是支持业务和纯路由逻辑在事件路由中集成的电信网络100的架构概览。电信网络100包括公知的公共交换电话网络(PSTN)101、在这一例子中标为因特网网络的广域网(WAN)102和在本说明书中也称为通信中心的联络中心(CC)103。
PSTN101由于它的高度公共接入特性和地理所及范围而使用于这一例子中。在不脱离本发明的精神实质和范围的情况下，也可以表示出其它电话网络，比如专用网络和无线网络。在网络级的PSTN101内图示了电话交换机107，并且该电话交换机107被CTI服务器105增强用于计算机电话集成(CTI)，该CTI服务器105通过CTI链路104连接到该交换机。电话交换机107在这一实施例中是专用电话分局交换机，但是在不脱离本发明的精神实质和范围的情况下，电话交换机107可以是某一其它交换机类型，诸如自动呼叫分发器(ACD)或者某一其它电话切换单元。
CTI服务器105向交换机107提供智能外设服务106、比如交易服务(TS)和交互语音响应(IVR)服务。可以通过交换机107在网络级的CTI增强来在网络级进行智能路由。PBX107由电话干线108连接到通信中心103内的中心局电话交换机109。在这一例子中，交换机109也是PBX交换机。PBX109具有通向局域网LAN112的连接，属于代理站113(1-n)的多个代理计算机也连接到该LAN。
PBX也具有通过内部电话连线110与在代理站(这里图示为代理站113(1-n))提供的多个代理电话的连接。从站113(1-n)进行操作的代理可以使用在相应代理计算机上驻留的COST电话或者网际协议(IP)电话应用来应答传入到PBX109的电话呼叫。也可以提供IP手持或者头戴式电话并且将这些电话用于语音通信。
类似于PSTN101中的PBX107，PBX109通过CTI服务器114而进行CTI增强，该CTI服务器通过CTI链路117连接到呼叫中心内的交换机。在PSTN中的CTI服务器105和在联络中心103内的CTI服务器114由单独的数据网络111连接。CTI服务器114直接连接到LAN112。CTI联网的一个目的在于可以在网络中的交换机107处请求关于传入呼叫事件的数据，并且继而该数据可以在实际电话呼叫事件之前被路由到代理，这为代理给予了用于准备交互的时间。在联络中心内保持的其它当前数据也可以在电话呼叫之前或者至少在电话呼叫时被访问并且向代理呈现，并且根据可能已经要求执行业务逻辑的某一路由策略来查找和呈现当前数据。CTI服务器114可以运行在中心内、但是未在网络级使用的TS/IVR106和其它代理级路由(ALR)例程的实例。
在这一例子中在逻辑上图示了CTI路由器115并且CTI路由器115连接到LAN112。路由器115可以例如是在节点上运行的数字应用，比如在计算机上运行的路由器应用。CTI路由器115可以是在CTI服务器114上运行而不是在单独机器上运行的应用。出于讨论的目的，将路由器115图示为由数据链路连接到LAN112和CTI服务器114的专用节点。路由器115负责执行路由策略并且为以下呼叫确定路由目的地，这些呼叫包括：在交换机109传入的所有呼叫、以及在一些情况下通过CTI扩展网络在交换机107处等待的呼叫。
联络中心应用(CC/APP)是如下应用，该应用自动处理传入事件并且向在队列中等待的呼叫者分配包括现场帮助的可用联络中心资源。在这一例子中，向中心内的不同处理资源分发一个或者多个CC/APPS。在这一例子中，在CTI服务器114上图示了主要CC/APP118a。CC/APP118a例如包括该应用的与在交换机109的队列中等待的呼叫者进行接口的主要部分。
为现有技术联络中心编写的CC/APP通常包括可以根据对数据、业务状态、呼叫者状态或者与中心内的规则关联的其它变量或者条件的一些处理来选择和执行的智能路由策略。在这一例子中，路由器115包括如下CC/APP118b，该CC/APP在运行CC/APP118a的CTI服务器114向它发送请求消息或者路由请求时仅进行中心内的事件纯路由，因此仅包含纯路由逻辑(PRL)。
在一个优选实施例中，路由器115具有通向因特网网络102(这里以因特网骨干123为例)的网络连接116。因特网102可以是为了通过高速网络提供稳健业务处理和交易能力而由联络中心维护的专用因特网段或者VPN。为了这一效果，在因特网网络骨干123上提供应用/Web服务器119，并且该服务器适于通过超文本传送协议(HTTP)运行CC应用。服务器119包括CC/APP(BOL)118c，该CC/APP(BOL)包含用于将CC数据处理成结果、然后根据结果确定路由策略的面向业务的逻辑和任务定义。
APP服务器119连接到数据网络120，该数据网络支持规则库(RB)121和数据存储设施或者数据库(DB)122。DB122可以包含业务数据、客户数据、支付信息或者其它业务类信息并且保持可由服务器119访问。APP服务器119适于执行面向业务的逻辑作为CC/APP1183的部分。重要的是这里注意，尽管用相同工具(比如交互路由设计器(IRD)工具)设计CC/APP118a和CC/APP118b，但是使用一种更复杂和经时间考验的服务器应用编程语言(如C/C++、C#)来设计CC/APP118c。
路由器115是支持网际协议(IP)的并且可以向服务器119发出HTTPGET或者POST，该服务器然后可以执行它自己的、与路由器发送的请求对应的CC/APPBOL118b的部分。服务器119包括语言生成器(未示出)和适当XML构造词汇表，以使服务器能够基于已经在服务器处执行的计算来动态生成可执行路由策略。
一般而言，当呼叫到达交换机109时，CTI服务器114执行主CC/APP的实例以与呼叫者交互。当执行的CC/APP(主要部分)118a到达该过程中的将进行路由确定的位置时，它继而向专用路由器115传递路由请求。路由器115执行和运行CC/APP(118b)的、仅处理纯路由逻辑(PRL)的部分。纯路由逻辑不包含任何复杂的数据处理或者复杂的访问或者对驻留于数据库中的数据的基于规则的操纵。它仅包含用于将事件向目的地路由的策略。在一些情况下，其是自动化系统或者现场代理，并且无需更复杂的处理即可实现事件的成功路由。
在CTI路由器115运行CC/APP的纯路由逻辑部分之时，它可以在PRL策略中出现于如下点，该点限定需要进一步更复杂的处理以针对事件或者在这一情况下为呼叫更好地确定最终目的地。在该过程中的此点处，路由器115可以向APP服务器119发送HTTP请求以启动CC/APP118c并且执行某一限定的例程或者任务序列，该例程或者任务序列可能需要从DB122查找数据、在RB121中咨询和处理访问的数据以确定输出或结果。在应用(Web)服务器119向总路由策略的关联业务处理部分给予通用资源定位符(URL)。在路由器中执行的策略中嵌入正确URL，并且URL的调用使HTTP信道在路由器与Web服务器之间打开。
服务器119适于根据预定义业务过程工作流程和定义获得与当前呼叫活动规则和声明的需要有关的足够信息，从而“不停机”生成如下智能路由策略，该智能路由策略被形成为可以用基于XML的标记生成的并且可以向路由器115发送回的基于XML的可执行指令。发明人也称之为策略的可执行指令插入于在路由器上运行的CC/APP118b中，并且该可执行指令在被接收到时立即(也即“不停机”)被解析和执行。
在一个优选实施例中，使用一种标准编程应用语言(如C/C++、C#、Java)来构造在服务器119上驻留的CC/APP118c。以这一方式在与专用于事件路由的处理系统不同的处理系统上根据预定义业务逻辑对数据进行复杂执行和操纵过程。为不同处理环境(也就是呼叫者交互和事件路由环境以及业务处理环境)创建CC/APP。
应用服务器119如上文进一步所述适于生成如下基于XML的路由策略，该路由策略包括将处理交互的最终目的地代理、代理组等的标识。在呼叫者在队列中等待之时，路由器接收这一策略并且立即实时解析和执行策略。在一个实施例中，对于在队列中的每一事件，可以存在从路由器115向服务器119发送的多个HTTP请求和从服务器回到路由器的包含纯路由策略的HTTP响应。包括多个路由策略的工作流程可以集成到CC应用过程中，只要工作流程必须处理路由而不是并不熟悉的如下数据处理，该数据处理将超出某一合理限度加重路由器处理器的负担。
CC103包括在一侧上连接到LAN112而在网络侧上连接到因特网骨干123的网际协议路由器(IPR)124。IPR可以用作针对到达中心并且从中心发送出的多媒体通信的网关。CTI路由器115也具有通向因特网骨干123的网络侧连接和通向LAN112的中心侧连接并且也可以适于作为用于为电子邮件、消息传递和其它类似事件路由的数字路由器。在这一例子中，在直接联网到服务器119的因特网云内的DB122中和RB121中包含CC托管的数据和规则。然而，可以提供本地服务器(LS)125并且本地服务器(LS)125可以连接到LAN112，而DB126可以直接连接到该服务器。在一个实施例中，服务器119可以有权访问LS125和存储于DB126中的数据。业务数据、客户数据、规则和其它关键数据可以本地存储于中心、但是对于基于Web的应用服务器是可访问。
在一个实施例中，本发明的系统由如下在线第三方提供商实现，该提供商提供应用服务器和语言生成器的增加的处理功率，以创建和递送如下可执行路由策略，这些策略在联络中心这一侧实现高得多的交互路由效率。可以本地存储为了创建策略而需要的关键业务数据并且将该业务数据镜像到服务网络(在线)以求更快访问。第三方应用服务器也可以本地访问数据而不脱离本发明的精神实质和范围。
在CTI路由器115接收和执行路由策略之后，它可以向CTI服务器114发送所用路由路径，如果呼叫事件将从PBX107而不是PBX109这一点路由，则该服务器反过来可以向CTI服务器105发送该路径。
图2是图示了根据本发明一个实施例的在事件路由中在节点之间进行交互的交互流程图200。图200描述包括PBX、CTI服务器、路由器、应用服务器和数据库/规则库的路由系统。
在步骤201从PBX向CTI服务器发送传入事件通知。CTI服务器执行CC应用并且与呼叫者交互202之后例如是IVR处理。在执行的应用内处理点203发生在CTI服务器处，在该处理点需要超出CTI服务器能力的某些类型的路由。CTI服务器向路由器发送路由请求消息，并且路由器在步骤204确认该请求。
路由器然后根据请求来执行路由策略直至在应用中到达如下处理点205，在该处理点需要附加信息以便确定用于对事件进行路由的最佳目的地。在步骤206，路由器向应用服务器发送与统一资源定位符(URL)关联的HTTP请求并且接收发回对所发送请求的确认。URL用来指定应当执行的、应用服务器可用的业务逻辑的部分。无论什么情况下路由策略需要处理面向业务的数据都将嵌入如下URL，该URL将该过程链接到Web上的应用服务器的适当业务逻辑。
应用服务器从数据库/规则库查找数据和/或规则并且在步骤207接收用于处理的数据和/或规则。应用服务器参照一个或者多个规则处理数据直至它具有某一结果。应用服务器在处理点208处也生成仅包含纯路由构造的动态可执行路由策略。在步骤209，应用服务器在HTTP服务器响应中以XML文档的形式向路由器发送策略，并且服务器从路由器接收确认。
在处理点210，路由器执行和运行路由策略(包括分配用于处理事件的所需资源)。在步骤211，路由器向CTI服务器发送回所用的路由，并且CTI服务器确认接收到路由信息。在步骤212，CTI服务器向交换机发送指令或者向PBX发送队列以便对事件路由，并且PBX确认指令。在这一例子中，未专用于纯交互路由的所有处理在处理点208由应用服务器执行。产生的所有业务侧处理和路由策略生成对于呼叫中心这一侧都是透明的。所得到的路由策略插入于在路由器处的CC应用中并且被立即执行。总体结果是，更复杂和灵活的交互路由可以按照不使得路由系统超负荷的方式出现。另外，路由器不再需要检查资源对于路由的可用性，因为这也由应用服务器执行。
图3是图示了根据本发明一个实施例的用于路由传入事件的步骤300的过程流程图。在步骤301，呼叫到达PBX或者其它类型的呼叫中心交换机，并且向CTI服务器传递该事件的通知。联络中心应用的实例在连接的CTI服务器上启动，以开始与呼叫者交互。这样的交互可以包括IVR处理、联络中心语音应用等。
在步骤303，联络中心应用确定是否可以经由自动化处理来处理呼叫事件。如果在步骤303自动化处理可以用来处理呼叫，则该处理在步骤305用来处理呼叫。如果自动化处理节点尚未接洽呼叫者，则这一步骤可以涉及到将呼叫向自动化处理节点路由。自动化处理可以是无需现场操作者的任何交互过程。在步骤305执行处理之后，可以在步骤314终止针对该事件的过程。在这一情况下，在路由中未使用特殊业务逻辑或者处理。在这一路径中有可能路由请求消息是不需要的，从而使得该特定事件甚至不涉及交互路由器。
如果联络中心应用确定不能经由自动化处理来处理呼叫事件，则在步骤304联络中心应用可以通过向交互路由器传递路由请求消息来请求路由策略。然后路由器可以选择和执行如下路由策略，该路由策略仅包含纯路由逻辑作为联络中心应用运行期的扩展部分。可以存在分布式处理环境，其中路由器实际上由与支持CTI服务器的处理器分离的处理器支持。在一个实施例中，路由器和CTI服务器由相同处理器支持。
对自动化处理不能用来处理事件的确定可以按照呼叫者在该过程中的这一点之前向应用提供的信息或者此时可用的其它呼叫数据来确定。根据服务性质和其它可能因素，在执行路由策略时在路由器上运行的联络中心应用可以到达该过程中的如下点，在该点需要一些外部处理以确定针对呼叫的最佳处理。在路由器上运行的联络中心应用部分可以在步骤306基于可用呼叫数据进行这一确定。
如果在步骤306应用确定成功路由呼叫事件无需外部处理，则路由器可以在步骤307将事件向任何可用联络中心代理路由。在这一情况下，仅执行纯路由逻辑，并且基于可用呼叫数据确定通向可用代理的简单路由。不执行复杂的业务数据处理或者规则咨询，因此无需第三方处理服务。在路由器在步骤307中将呼叫连接到可用代理之后，在步骤314针对该事件的过程可以终止。
如果在步骤306确定需要外部处理以便为呼叫事件路由，则在步骤308路由器通过调用在路由器处执行的纯路由逻辑中嵌入的URL来连接到基于Web的应用服务器。应当清楚，在路由器执行的现有例程基于以下来确定事件需要外部处理：即，在去往该过程中的此点的交互期间请求的信息或者可用呼叫数据。然后，URL是在进行这一确定的过程点与为了满足请求而将执行的分布式CC应用的业务逻辑部分之间的链接。
在一个实施例中，路由器请求是HTTPGET或者POST消息。在步骤309，在基于Web的应用服务器运行的CC应用执行该请求中的URL以其为目标的业务逻辑。该逻辑可以包括用于访问数据库、操纵客户和业务数据、咨询业务规则等的任务。可以使用可为应用服务器程序员所用的任何编程工具和语言来创建这一面向业务的逻辑。在步骤310，执行目标业务逻辑的应用服务器访问并且参照预定义业务规则处理所需数据以呈递某一预期结果。该逻辑可以随确切处理序列广泛变化。
在步骤311，应用服务器可以使用如下标记语言生成器来生成路由策略，该标记语言生成器以某一可扩展标记语言的形式呈递可执行策略。在一个实施例中，该形式为交互路由语言(IRL)。也可以使用其它形式、比如XStrategy(XST)或者交互路由设计器(IRD)XML。在步骤312，在服务器HTTP响应中向路由器发送生成的路由策略。策略插入于交互过程中的适当位置并且在步骤313作为纯路由逻辑由路由器立即解析和执行。可以在为交互分配用于处理事件的资源之后在步骤314终止针对该事件的过程。当然，向CTI服务器续传路由，该服务器将交互路由到适当资源，在该例子中为现场代理。
电话路由领域技术人员将理解为了帮助确定需要而依赖的路由规则和数据可以广泛变化。可以遵循基于技巧的路由、基于统计的路由、预测路由、基于历史的路由、基于优先级的路由、基于信任的路由和其它智能路由技术，其中需要外部处理以进行对用于特定呼叫事件的最终目的地的正确或者“最优”确定。另外，该过程并不限于电话交互，因为这一过程的一种变化可以应用于Web服务和诸如文字消息传递、交互聊天等其它电子交互媒介。在一个实施例中，基于XML的路由策略可以是在Web上创建的预定义策略。这些策略可以推送到在联络中心的路由应用中以执行策略作为基于Web的服务。
本发明的系统的一个关键优点在于路由器可以专用于执行纯路由逻辑、因此由于无需处理任何业务或者客户数据或者访问任何数据库或者规则库而效率提高。该系统的另一优点在于可以通过配合系统来生成(APP服务器)并且不停机执行(路由器)智能路由策略。因此，存在用于与可以在交互时存在的所有种类的条件一起工作的动态灵活性。可以通过设计路由逻辑或者面向业务的逻辑(BOL)的业务部分以在应用服务器上执行来使路由逻辑更复杂。路由业务部分的开发并不受限于路由器能力约束。将通过使路由器专用于纯路由逻辑(包括路径和代理分配)来改善路由器的性能水平。
本领域技术人员将清楚可以使用一些或者所有提到的特征和部件来提供本发明的分布式路由系统而不脱离本发明的精神实质和范围。本领域技术人员也将清楚上述实施例举例说明范围可以比任何单一描述远远大得多的本发明。可以有在描述中进行的许多变更而不脱离本发明的精神实质和范围。

Claims (10)

1.一种交互路由器，包括：
计算机化服务器，执行在机器可读介质上存储的路由引擎；
在所述服务器处的从交互切换元件接收信息的接口，所述信息与在所述切换元件接收的待路由的交互有关；
在所述服务器处的去往广域网(WAN)的接口；
路由引擎被配置为：
接收用于路由所述交互的路由请求消息；
响应于所述消息执行路由策略，所述路由策略包括针对应用服务器处的业务逻辑的统一资源定位符(URL)，所述应用服务器通过所述广域网耦合到所述路由引擎；以及
判断是否将进行一个或者多个业务逻辑确定以选择用于所述交互的路由目的地；以及
控制所述切换元件以路由所述交互；
其中如果将进行一个或者多个业务逻辑确定，则所述路由引擎通过向所述应用服务器传送请求以执行与所述路由策略中的URL相关联的业务逻辑，来通过所述WAN向所述应用服务器请求所述业务逻辑确定，其中在执行所述业务逻辑中，所述应用服务器被配置为执行来自规则数据库的一个或多个业务规则的查找，并参照所述一个或者多个业务规则处理数据以便生成结果，所述应用服务器进一步被配置为生成动态路由策略并向所述路由引擎传送所述动态路由策略，并且当所述路由引擎从所述应用服务器接收到所述动态路由策略时在控制所述切换元件对所述交互路由中使用所述动态路由策略。
2.根据权利要求1所述的交互路由器，其中通过统一资源定位符(URL)的断言来请求所述业务逻辑确定。
3.根据权利要求2所述的交互路由器，其中多个URL可用于断言，每个URL指向在所述应用服务器的业务逻辑的不同部分。
4.根据权利要求1所述的交互路由器，其中所述动态路由策略是用可扩展标记语言(XML)表达的可执行策略。
5.根据权利要求4所述的交互路由器，其中在所述交互路由器解析和执行所述XML策略。
6.一种用于为在交互切换元件接收的交互路由的方法，包括以下步骤：
(a)接收用于路由所述交互的路由请求消息；
(b)响应于所述消息执行路由策略，所述路由策略包括针对应用服务器处的业务逻辑的统一资源定位符(URL)，所述应用服务器通过广域网耦合到路由引擎；
(c)向所述应用服务器发送针对业务逻辑确定的请求消息，其中所述发送包括：向所述应用服务器传送请求以执行与所述路由策略中的URL相关联的业务逻辑；
(d)在所述应用服务器处，执行来自规则数据库的至少一个业务规则的查找并参照所述至少一个业务规则处理数据以便生成动态路由策略；
(e)向所述交互路由器发送回所述动态路由策略；并且
(f)在所述交互路由器处解析和执行所述动态路由策略以对所述交互路由。
7.根据权利要求6所述的方法，其中在步骤(b)中，所述应用服务器是广域网可访问的应用服务器。
8.根据权利要求7所述的方法，其中所述广域网为因特网网络。
9.根据权利要求6所述的方法，根据交互语音响应结果来执行。
10.根据权利要求6所述的方法，其中所述动态路由策略是机器可读和可执行的XML策略。
CN200980151937.6A 2008-12-22 2009-12-17 用于改善交互路由性能的系统和方法 Active CN102257789B (zh)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US12/340,937 2008-12-22
US12/340,937 US9008075B2 (en) 2005-12-22 2008-12-22 System and methods for improving interaction routing performance
PCT/US2009/068402 WO2010075151A1 (en) 2008-12-22 2009-12-17 System and methods for improving interaction routing performance

Publications (2)

Publication Number Publication Date
CN102257789A CN102257789A (zh) 2011-11-23
CN102257789B true CN102257789B (zh) 2016-01-20

Family

ID=42040479

Family Applications (1)

Application Number Title Priority Date Filing Date
CN200980151937.6A Active CN102257789B (zh) 2008-12-22 2009-12-17 用于改善交互路由性能的系统和方法

Country Status (6)

Country Link
US (3) US9008075B2 (zh)
EP (1) EP2380323A1 (zh)
JP (1) JP5559195B2 (zh)
KR (1) KR101298062B1 (zh)
CN (1) CN102257789B (zh)
WO (1) WO2010075151A1 (zh)

Families Citing this family (22)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated 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
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
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
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
CN102387264B (zh) * 2010-08-27 2015-10-21 中兴通讯股份有限公司 呼叫控制策略的处理方法、装置及呼叫中心
WO2012123953A1 (en) * 2011-03-11 2012-09-20 Tejas Networks Limited A method and system for managing a communication network
CN104781774A (zh) 2012-09-12 2015-07-15 格林伊登美国控股有限责任公司 利用模板动态配置联络中心的系统和方法
US9912812B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface for configuring contact center routing strategies
US9628623B2 (en) 2012-11-21 2017-04-18 Genesys Telecommunications Laboratories, Inc. Graphical user interface for monitoring and visualizing contact center routing strategies
US9912813B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface with contact center performance visualizer
CN105553692B (zh) * 2015-12-08 2019-03-15 北京京东尚科信息技术有限公司 交互式语音应答系统、电话客服系统及其数据处理方法
US11647087B1 (en) * 2016-06-23 2023-05-09 8X8, Inc. Intelligent call handling and routing
CN107222544B (zh) * 2017-06-14 2020-09-18 千寻位置网络有限公司 基于多层服务架构的高可用方法及系统
US11575732B1 (en) 2017-06-23 2023-02-07 8X8, Inc. Networked device control using a high-level programming interface
US11108911B2 (en) * 2018-07-17 2021-08-31 Avaya Inc. System and method for flexible routing

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1520197A (zh) * 2002-12-24 2004-08-11 ض� 在分组电话网络中实现呼叫处理的方法和装置

Family Cites Families (1167)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE1266201B (de) 1966-01-11 1968-04-11 Sigri Elektrographit Gmbh Kohle- oder Graphitkoerper mit einer darauf aufgebrachten oxydationshemmenden Schutzschicht, sowie Verfahren zu dessen Herstellung
JPS5140006A (zh) 1974-10-02 1976-04-03 Hitachi Ltd
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
JPS5772016A (en) 1980-10-22 1982-05-06 Kubota Ltd Fall correction method for constant quanitity detecting balance
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
JPS5942535U (ja) 1982-09-09 1984-03-19 アルパイン株式会社 磁気ヘツドの高さ調整装置
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
JPS59105110A (ja) 1982-12-07 1984-06-18 Koyo Denshi Kogyo Kk プログラマブルコントロ−ラ
US4528643A (en) 1983-01-10 1985-07-09 Fpdc, Inc. System for reproducing information in material objects at a point of sale location
CA1270345A (en) 1983-01-10 1990-06-12 Claude Robert Dupuis Apparatus for transmitting information via telephone lines
FR2540696B1 (fr) 1983-02-04 1985-06-21 Bernard Alain Procede de taxation pour la vente d'informations par telephone
JPH079678B2 (ja) 1983-03-01 1995-02-01 オムロン株式会社 電子式キヤツシユ・レジスタ
JPS59174972A (ja) 1983-03-24 1984-10-03 Omron Tateisi Electronics Co カ−ド認証機
GB8314468D0 (en) 1983-05-25 1983-06-29 Agb Research Plc Television monitoring
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
SE440287B (sv) 1983-11-28 1985-07-22 Kurt Paulsson Anordning vid ett terminalsystem
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
JPS6151247A (ja) 1984-08-20 1986-03-13 Sanyo Electric Co Ltd 文書記憶方式
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
US4716557A (en) 1985-03-08 1987-12-29 Sanyo Electric Co., Ltd. Apparatus for information retrieval from an optically readable storage disc
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
US5572579A (en) 1995-04-06 1996-11-05 Bell Communications Research, Inc. System and method for providing portable telephone number 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
US4737983A (en) 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
JPH07115471B2 (ja) 1985-11-08 1995-12-13 キヤノン株式会社 インクジエツト記録装置
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 (zh) 1985-12-19 1991-11-13
JPH0683771B2 (ja) 1986-01-31 1994-10-26 株式会社日立製作所 ガス分離における前処理方法
US4763353A (en) 1986-02-14 1988-08-09 American Telephone And Telegraph Company Terminal based adjunct call manager for a communication system
US4757529A (en) 1986-02-28 1988-07-12 American Telephone And Telegraph Company, At&T Bell Laboratories Call distribution arrangement
JP2566916B2 (ja) 1986-02-28 1996-12-25 株式会社東芝 中継台着信方式
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
JPH052129Y2 (zh) 1986-06-12 1993-01-20
JPH0758851B2 (ja) 1986-06-13 1995-06-21 八木アンテナ株式会社 車両用受信装置
JPH06103058B2 (ja) 1986-06-16 1994-12-14 東海ゴム工業株式会社 耐バースト性に優れたトーショナルダンパー
JP2533495B2 (ja) 1986-07-25 1996-09-11 株式会社日立製作所 ワ−クスケジユ−リング方法及び装置
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
JPS63149955A (ja) 1986-12-12 1988-06-22 Nec Corp 自動呼出しダイヤル着信呼代理応答方式
JPS63149955U (zh) 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
JPH0690292B2 (ja) 1987-03-25 1994-11-14 株式会社日立製作所 半導体検出器を用いる放射線計測装置の窒息検出回路
US4812843A (en) 1987-05-04 1989-03-14 Champion Iii C Paul Telephone accessible information system
CA1280217C (en) 1987-06-01 1991-02-12 Stephen R.H. Hardy Method and apparatus for utilization of dual latency stations for performance improvement of token ring networks
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
JPS647460A (en) 1987-06-30 1989-01-11 Toshiba Corp X-ray tubular tube
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
US5566294A (en) 1989-09-29 1996-10-15 Hitachi, Ltd. Method for visual programming with aid of animation
JPH0644157Y2 (ja) 1987-11-20 1994-11-14 三洋電機株式会社 電子部品の自動装着装置
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
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
JPH0245453A (ja) 1988-08-05 1990-02-15 Agency Of Ind Science & Technol アミノ酸水溶液を濃縮する方法
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
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
US4942602A (en) 1989-01-06 1990-07-17 International Business Machines Corporation Coordinated transfer of voice and information through a network of digital switches
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
JP3049713B2 (ja) 1989-02-17 2000-06-05 セイコーエプソン株式会社 駆動信号形成回路及びイメージセンサ
US5117225A (en) 1989-05-01 1992-05-26 Summit Micro Design Computer display screen monitoring system
JPH0352443A (ja) 1989-07-20 1991-03-06 Toshiba Corp 中継台着信方式
US4972461A (en) 1989-09-20 1990-11-20 At&T Bell Laboratories Call message delivery system and method
JPH03117940A (ja) 1989-09-25 1991-05-20 Internatl Business Mach Corp <Ibm> 電子メールの管理方法
US4953204A (en) 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
JPH0746321Y2 (ja) 1989-10-24 1995-10-25 日本真空技術株式会社 遠心式真空蒸発装置
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
US5040208A (en) 1989-11-03 1991-08-13 International Business Machines Corporation Coordinated voice and data display having temporary storage of transaction data
US5274700A (en) 1989-11-27 1993-12-28 Unifi Communications Corporation Methods of automatically rerouting an incoming telephone call placed over a network
US5036535A (en) 1989-11-27 1991-07-30 Unifi Communications Corporation Switchless automatic call distribution system
US5271058A (en) 1989-11-27 1993-12-14 Unifi Communications Corporation Switchless automatic call distribution system used with a combination of networks
US5168515A (en) 1989-11-27 1992-12-01 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
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
EP0447212B1 (en) 1990-03-15 1994-12-28 Canon Kabushiki Kaisha Voice and video communication apparatus
JPH0669988B2 (ja) 1990-03-26 1994-09-07 株式会社ジャパンエナジー エステル化合物及びこれを含む液晶組成物
US5253288A (en) 1990-03-28 1993-10-12 At&T Bell Laboratories Alternate destination call redirection for telecommunications systems
US5133004A (en) 1990-05-07 1992-07-21 Unisys Corporation Digital computer platform for supporting telephone network applications
US5214688A (en) 1990-06-05 1993-05-25 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
JPH0440723A (ja) 1990-06-07 1992-02-12 Hitachi Ltd 電子メール処理方式および電子メールシステム
JP2595123B2 (ja) 1990-07-06 1997-03-26 新コスモス電機株式会社 一酸化炭素ガスセンサ
US5594786A (en) 1990-07-27 1997-01-14 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
JP2865827B2 (ja) 1990-08-13 1999-03-08 株式会社日立製作所 会議システムにおけるデータ蓄積方法
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
JPH04126423A (ja) 1990-09-17 1992-04-27 Omron Corp データ処理システム
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
US5113430A (en) 1990-10-01 1992-05-12 United States Advanced Network, Inc. Enhanced wide area audio response network
US5911134A (en) 1990-10-12 1999-06-08 Iex Corporation Method for planning, scheduling and managing personnel
BE1004916A5 (fr) 1990-11-06 1993-02-23 Etudes Realis Electronique Systeme de controle previsionnel pour un ensemble de postes de travail.
WO1992009164A1 (en) 1990-11-20 1992-05-29 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
US5291550A (en) 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5206903A (en) 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5184345A (en) 1991-01-02 1993-02-02 At&T Bell Laboratories Enhanced isdn 800 service
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 (ja) 1991-02-20 1992-09-21 Toshiba Corp 電話システム
US5261096A (en) 1991-03-01 1993-11-09 Bull Hn Information Systems Inc. Interprocess message passing method in a distributed digital data system
US5586218A (en) 1991-03-04 1996-12-17 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 (ja) 1991-03-29 1994-11-24 株式会社ノーリツ ワイヤレスリモコンの保持構造
US5283638A (en) 1991-04-25 1994-02-01 Compuadd Corporation Multimedia computing and telecommunications workstation
JPH04336742A (ja) 1991-05-14 1992-11-24 Fujitsu Ltd 交換サービス制御方式
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
JP3160350B2 (ja) 1991-05-30 2001-04-25 株式会社リコー 通信網制御方法
US5278898A (en) 1991-05-30 1994-01-11 Davox Corporation System for managing a hold queue
US5455903A (en) 1991-05-31 1995-10-03 Edify Corp. Object oriented customer information exchange system and method
JPH04371056A (ja) 1991-06-20 1992-12-24 Fujitsu Ltd 着信優先順位決定方式
US5301320A (en) 1991-06-28 1994-04-05 Digital Equipment Corporation Workflow management and control system
JP2801473B2 (ja) 1991-07-30 1998-09-21 エイ・ティ・アンド・ティ・コーポレーション 呼分配器及び複数の呼分配器サービス・センターを有する顧客への呼に対するサービスを行う方法
US5299259A (en) 1991-09-27 1994-03-29 At&T Bell Laboratories Distributing calls over serving centers of a large customer
US5291552A (en) 1991-07-30 1994-03-01 At&T Bell Laboratories Distribution of calls among automatic call distributors of a single large customer
FR2680621B1 (fr) 1991-08-21 1993-11-19 Matra Communication Procede et installation de visiophonie.
JP3200877B2 (ja) 1991-09-03 2001-08-20 株式会社日立製作所 オフィス情報処理システム
DE4131062C1 (zh) 1991-09-18 1992-11-05 Siemens Ag, 8000 Muenchen, De
US5673304A (en) 1991-09-23 1997-09-30 Ac Corporation Programmable emergency communication system including automatic dialer
US5528281A (en) 1991-09-27 1996-06-18 Bell Atlantic Network Services Method and system for accessing multimedia data over public switched telephone network
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
US5283856A (en) 1991-10-04 1994-02-01 Beyond, Inc. 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
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
US5311574A (en) 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5291551A (en) 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
JP3231815B2 (ja) 1991-10-24 2001-11-26 富士通株式会社 Ｃａｔｖ課金方式
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
FI100043B (fi) 1992-01-23 1997-08-29 Nokia Telecommunications Oy Solukkoradioverkon suunnittelumenetelmä ja -järjestelmä
CA2086694C (en) 1992-03-05 1996-12-31 Steven K. Miller System, data processing method and program to provide a programmable interface between a workstation and an archive server to automatically store telephone transaction information
US6885864B2 (en) 1992-03-06 2005-04-26 Aircell, Inc. Virtual private network for cellular communications
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
US5586021A (en) 1992-03-24 1996-12-17 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
CA2090165C (en) 1992-04-01 1997-06-17 Barbara I. Gaechter Network based outbound call management
US5446885A (en) 1992-05-15 1995-08-29 International Business Machines Corporation Event driven management information system with rule-based applications structure stored in a relational database
ATE177857T1 (de) 1992-05-15 1999-04-15 Addison M Fischer Verfahren und vorrichtung zur sicherheit eines computersystem mit programmberechtigungsdatenstrukturen
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
GB2268373A (en) 1992-06-20 1994-01-05 Ibm Error recovery in an information communication system
AU4653593A (en) 1992-06-25 1994-01-24 Teledata Solutions, Inc. Call distributor
US6173052B1 (en) 1992-06-25 2001-01-09 Apropros Technology Blending communications in a call center
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
US5444774A (en) 1992-06-26 1995-08-22 At&T Corp. Interactive queuing sytem for call centers
US5535323A (en) 1992-06-29 1996-07-09 Digital Equipment Corporation Method of and system for displaying context sensitive and application independent help information
US5799067A (en) 1992-06-29 1998-08-25 Elonex I.P. Holdings Ltd. Smart phone integration with computer systems
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
JP2843149B2 (ja) 1992-07-09 1999-01-06 ダボックス コーポレイション 監視マネージメントセンターを備えた電話システム及び警報によるパラメータテスティング
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
JPH0666830A (ja) 1992-08-18 1994-03-11 Murata Mfg Co Ltd 動電型加速度センサ
JPH0669988A (ja) 1992-08-24 1994-03-11 Fujitsu Ltd アラーム転送方式
JPH06105384A (ja) 1992-09-21 1994-04-15 Fujitsu Ltd 電子交換機におけるｌａｎ管理システム
EP0663090A4 (en) 1992-10-01 1996-01-17 Quark Inc MANAGEMENT AND COORDINATION OF A PUBLICATION SYSTEM.
JP3476209B2 (ja) 1992-10-06 2003-12-10 富士通株式会社 データ端末と電話端末の連携動作を実現する複合交換制御装置
US5469504A (en) 1992-10-14 1995-11-21 Blaha; David L. Automatic call distribution with intersubnetwork customer information transfer system and method
WO1994009585A1 (en) 1992-10-21 1994-04-28 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
US5590188A (en) 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
US5288147A (en) 1992-11-09 1994-02-22 Ta Instruments, Inc. Thermopile differential thermal analysis sensor
GB2272312A (en) 1992-11-10 1994-05-11 Ibm Collaborative working in a network.
GB2273225B (en) 1992-11-11 1996-07-17 Rockwell International Corp Control device for telephone network switching
US6330426B2 (en) 1994-05-23 2001-12-11 Stephen J. Brown System and method for remote education using a memory card
US5274635A (en) 1992-11-18 1993-12-28 Stratacom, Inc. Method and apparatus for aligning a digital communication data stream across a cell network
IN187949B (zh) 1992-11-27 2002-07-27 Io Res Pty Ltd
US5422813A (en) 1992-12-17 1995-06-06 Stanford Telecommunications, Inc. No-outage GPS/commercial RF positioning system
US5450482A (en) 1992-12-29 1995-09-12 At&T Corp. Dynamic network automatic call distribution
US5752059A (en) 1992-12-29 1998-05-12 Apple Computer, Inc. Apparatus and method for representing electronic mail
US5544320A (en) 1993-01-08 1996-08-06 Konrad; Allan M. Remote information service access system based on a client-server-service model
US5499291A (en) 1993-01-14 1996-03-12 At&T Corp. Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
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
CA2154464C (en) 1993-02-01 1999-06-22 Bruce S. Allen A method and apparatus for audio teleconferencing a plurality of phone channels
JPH06232982A (ja) 1993-02-02 1994-08-19 Fujitsu Ltd 着信呼の分配制御方式
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
WO1994018620A1 (en) 1993-02-08 1994-08-18 Action Technologies, Inc. Method and apparatus for managing business processes
US5479487A (en) 1993-02-11 1995-12-26 Intervoice Limited Partnership Calling center employing unified control system
US5848131A (en) 1993-02-22 1998-12-08 Murex Securities, Ltd. Automatic information and routing system for telephonic services
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
JP3259928B2 (ja) 1993-02-23 2002-02-25 富士通株式会社 業務仕様ハンドリング装置
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
JP3330183B2 (ja) 1993-04-13 2002-09-30 松下電器産業株式会社 画像通信端末装置
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
AT401736B (de) 1993-05-06 1996-11-25 Hans Tropper Maschinen Und Anl Mischvorrichtung zum mischen riesel- oder schüttfähigen gutes
JP2520563B2 (ja) 1993-05-19 1996-07-31 日本電気株式会社 パケット交換網
US5392277A (en) 1993-06-11 1995-02-21 At&T Corp. Routing to intelligence
AU666279B2 (en) 1993-06-14 1996-02-01 Motorola, Inc. Cellular communication system having information retrieval and method therefor
AU677393B2 (en) 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
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
JPH0746321A (ja) 1993-08-02 1995-02-14 Nippon Telegr & Teleph Corp <Ntt> 電話を用いた在宅勤務システム
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
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
US5946375A (en) 1993-09-22 1999-08-31 Teknekron Infoswitch Corporation Method and system for monitoring call center service representatives
DE69420096T2 (de) 1993-09-22 1999-12-09 Teknekron Infowitch Corp Telekommunikationssystemüberwachung
CA2129942C (en) 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
JPH07115471A (ja) 1993-10-20 1995-05-02 Fujitsu Kyushu Commun Syst Co Ltd 交換機の着信呼プライオリティ制御方法
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
EP0726002B1 (en) 1993-10-26 1999-03-03 Nortel Networks Corporation Digital telecommunication link for efficiently transporting mixed classes of packets
GB9322137D0 (en) 1993-10-27 1993-12-15 Logical Water Limited A system and method for defining a process structure for performing a task
US5384841A (en) 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
WO1995012290A1 (en) 1993-10-28 1995-05-04 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
US5450483A (en) 1993-11-18 1995-09-12 British Telecommunications P.L.C. Method of controlling overloads in a telecommunications network
EP0683945B1 (en) 1993-11-19 2002-10-30 Codex Corporation Method for adaptive smoothing delay for packet voice applications
JPH07170288A (ja) 1993-12-15 1995-07-04 Hitachi Ltd 音声通信システムおよび音声通信方法
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
US5428608A (en) 1993-12-30 1995-06-27 At&T Corp. Call connection technique
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
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
US5519772A (en) 1994-01-31 1996-05-21 Bell Communications Research, Inc. Network-based telephone system having interactive capabilities
US5533115A (en) 1994-01-31 1996-07-02 Bell Communications Research, Inc. Network-based telephone system providing coordinated voice and data delivery
US5459780A (en) 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
US5436967A (en) 1994-02-01 1995-07-25 At&T Corp. Held party call-back arrangement
EP0744087A4 (en) 1994-02-10 1999-04-14 Elonex Technologies Inc SMART TELEPHONE
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
US5533107A (en) 1994-03-01 1996-07-02 Bellsouth Corporation Method for routing calls based on predetermined assignments of callers geographic locations
US5570420A (en) 1994-03-01 1996-10-29 Bell Communications Research, Inc. Customer premise equipment network integrator
US5561711A (en) 1994-03-09 1996-10-01 Us West Technologies, Inc. Predictive calling scheduling system and method
US5444767A (en) 1994-03-09 1995-08-22 Gregory J. Goetcheus Systems and methods for recording and delivering personalized audio messages
US5577105A (en) 1994-03-11 1996-11-19 U.S. Robotics, Inc. Telephone call routing and switching techniques for data communications
CA2119086C (en) 1994-03-15 1998-06-16 Thomas A. Gray Help desk improvement
JPH07262104A (ja) 1994-03-18 1995-10-13 Fujitsu Ltd 電子メール連携処理装置
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
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
DE69533831T2 (de) 1994-05-05 2005-04-21 Sprint Communications Co Verfahren, system und gerät zur übertragungssteuerung
US5870549A (en) 1995-04-28 1999-02-09 Bobo, Ii; Charles R. Systems and methods for storing, delivering, and managing messages
US5559878A (en) 1994-05-23 1996-09-24 Teltrust, Inc. Telephonic communications answering and callback processing system
US5465286A (en) 1994-05-24 1995-11-07 Executone Information Systems, Inc. Apparatus for supervising an automatic call distribution telephone system
JPH07319538A (ja) 1994-05-30 1995-12-08 Nissin Electric Co Ltd 監視装置
US5495523A (en) 1994-06-01 1996-02-27 Davox Corporation Method for low priority telephony system assisted dialing
US5790650A (en) 1994-06-01 1998-08-04 Davox Corporation Telephone call center management system which supports multi-user and separate private applications
US5592543A (en) 1994-06-01 1997-01-07 Davox Corporation Method and system for allocating agent resources to a telephone call campaign
US5784452A (en) 1994-06-01 1998-07-21 Davox Corporation Telephony call center with agent work groups
JPH07336447A (ja) 1994-06-06 1995-12-22 Fujitsu Ltd 電子交換機の回線選択方法
US5519773A (en) 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US5500889A (en) 1994-06-09 1996-03-19 At&T Corp. Method and apparatus for prioritizing a telephone call according to a level of service of an originator
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
JP3365054B2 (ja) 1994-06-29 2003-01-08 カシオ計算機株式会社 位置情報送信システムおよびそれに用いられる位置情報管理装置
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
JP3308718B2 (ja) 1994-07-28 2002-07-29 富士通株式会社 自動発信制御方法および装置
US5509062A (en) 1994-08-03 1996-04-16 At&T Corp. Intelligent terminal based selective call forwarding
JPH0856377A (ja) 1994-08-10 1996-02-27 Nippon Telegr & Teleph Corp <Ntt> 発信者位置通報装置
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
JPH0863346A (ja) 1994-08-25 1996-03-08 Canon Inc プログラム編集方法とその装置
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
JP3518897B2 (ja) 1994-09-05 2004-04-12 オリンパス株式会社 情報再生装置及び情報記録媒体
US5619183A (en) 1994-09-12 1997-04-08 Richard C. Ziegra Video audio data remote system
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
US5740231A (en) 1994-09-16 1998-04-14 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
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
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
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
US5500891A (en) 1994-09-30 1996-03-19 Harrington; Noreen A. Telecommunication system with multilink host computer call control interface system and method
JPH08181793A (ja) 1994-10-04 1996-07-12 Canon Inc 電話通信装置
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
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
JP3473223B2 (ja) 1994-11-16 2003-12-02 富士通株式会社 着信呼分配制御方式
JP2809341B2 (ja) 1994-11-18 1998-10-08 松下電器産業株式会社 情報要約方法、情報要約装置、重み付け方法、および文字放送受信装置。
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
JP3319186B2 (ja) 1994-12-02 2002-08-26 松下電器産業株式会社 Ｐｂｘ−コンピュータ連動システム
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
US5787163A (en) 1994-12-08 1998-07-28 Mci Communications Corportion Intelligent load balancing of special service calls based on availability of terminations
US5787160A (en) 1994-12-08 1998-07-28 Mci Communications Corporation Intelligent routing of special service calls
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
CA2139081C (en) 1994-12-23 1999-02-02 Alastair Gordon Unified messaging system and method
US5550816A (en) 1994-12-29 1996-08-27 Storage Technology Corporation Method and apparatus for virtual switching
US6988025B2 (en) 2000-11-28 2006-01-17 Power Measurement Ltd. System and method for implementing XML on an energy management device
US5659746A (en) 1994-12-30 1997-08-19 Aegis Star Corporation Method for storing and retrieving digital data transmissions
EP0758175B1 (en) 1995-01-05 2005-06-08 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
JPH11501470A (ja) 1995-01-09 1999-02-02 エムシーアイ コミュニケーションズ コーポレイション オーバフローの呼の強化処理
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
EP0953920A3 (en) 1995-01-23 2005-06-29 BRITISH TELECOMMUNICATIONS public limited company Method and/or systems for accessing information
JP2786121B2 (ja) 1995-01-26 1998-08-13 日本電気株式会社 Ｌａｎ間接続ルータ
US5577100A (en) 1995-01-30 1996-11-19 Telemac Cellular Corporation Mobile phone with internal accounting
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 (ja) 1995-02-08 1996-08-20 Fujitsu Ltd 着信呼自動分配優先順位制御方法
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
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
CA2168484C (en) 1995-03-13 2000-12-05 Mehmet Reha Civanlar 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
US5583862A (en) 1995-03-28 1996-12-10 Bay Networks, Inc. Method and apparatus for routing for virtual networks
GB9506290D0 (en) 1995-03-28 1995-05-17 British Telecomm Teleworking arrangements
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
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
CA2173304C (en) 1995-04-21 2003-04-29 Anthony J. Dezonno Method and system for establishing voice communications using a computer network
DE69636239T2 (de) 1995-04-24 2007-05-10 International Business Machines Corp. Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale
GB2300991B (en) 1995-05-15 1997-11-05 Andrew Macgregor Ritchie Serving signals to browsing clients
US5675637A (en) 1995-05-16 1997-10-07 Inventions, Inc. Method for automatically obtaining and presenting data from multiple data sources
US6003034A (en) 1995-05-16 1999-12-14 Tuli; Raja Singh Linking of multiple icons to data units
US5632011A (en) 1995-05-22 1997-05-20 Sterling Commerce, Inc. Electronic mail management system for operation on a host computer system
US5654961A (en) 1995-05-22 1997-08-05 Madge Networks (New Jersey) Inc. Routing system and method for a teleconferencing system
FI104869B (fi) 1995-05-24 2000-04-14 Ericsson Telefon Ab L M Menetelmä verkkojen välisen puheyhteyden muodostamiseksi ja älyverkkopalvelu
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
US5657383A (en) 1995-06-06 1997-08-12 Lucent Technologies Inc. Flexible customer controlled telecommunications handling
US5809282A (en) 1995-06-07 1998-09-15 Grc International, Inc. Automated network simulation and optimization system
JP3591052B2 (ja) 1995-06-06 2004-11-17 松下電器産業株式会社 構内電話システムおよびその情報処理方法
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
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
US5970131A (en) 1995-06-30 1999-10-19 Siemens Information And Communication Networks, Inc. Method for providing location/geographic portability in a system having different service providers within a common numbering plan area
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
US5737691A (en) 1995-07-14 1998-04-07 Motorola, Inc. System and method for allocating frequency channels in a two-way messaging network
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
US5519767A (en) 1995-07-20 1996-05-21 At&T Corp. Voice-and-data modem call-waiting
US5684872A (en) 1995-07-21 1997-11-04 Lucent Technologies Inc. Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
JP3471526B2 (ja) 1995-07-28 2003-12-02 松下電器産業株式会社 情報提供装置
US5708702A (en) 1995-07-28 1998-01-13 Bell Atlantic Network Services, Inc. Dynamic STP routing in response to triggering
US5644720A (en) 1995-07-31 1997-07-01 West Publishing Company Interprocess communications interface for managing transaction requests
WO1997006627A1 (en) 1995-08-08 1997-02-20 Angstrom Corporation Personal reader capture transfer technology
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
US6185184B1 (en) 1995-09-25 2001-02-06 Netspeak Corporation Directory server for providing dynamically assigned network protocol addresses
CA2391428C (en) 1995-09-25 2009-01-06 Innovatia Inc. System for obtaining help over a communication system by using specific customer contact channels
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
US6009469A (en) 1995-09-25 1999-12-28 Netspeak Corporation Graphic user interface for internet telephony application
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
US6108704A (en) 1995-09-25 2000-08-22 Netspeak Corporation Point-to-point internet protocol
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
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
DE19535958C2 (de) 1995-09-27 1998-05-14 Siemens Ag Verfahren zur Ermittlung von freien Agenten-Kommunikationsendgeräten in Kommunikationsnetzen mit einer automatischen Anrufverteilung
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
US5659604A (en) 1995-09-29 1997-08-19 Mci Communications Corp. System and method for tracing a call through a telecommunications network
US6496981B1 (en) 1997-09-19 2002-12-17 Douglass A. Wistendahl System for converting media content for interactive TV use
US6430282B1 (en) 1995-09-29 2002-08-06 Nortel Networks Limited Methods and apparatus for originating voice calls
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
US5724355A (en) 1995-10-24 1998-03-03 At&T Corp Network access to internet and stored multimedia services from a terminal supporting the H.320 protocol
US5802163A (en) 1996-04-05 1998-09-01 Genesys Telccommunications Laboratories, Inc. Methods and apparatus for implementing an outbound network call center
WO1997016014A2 (en) 1995-10-25 1997-05-01 Genesys Telecommunications Laboratories, Inc. Video telecommunication routing systems and methods
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
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
US6130933A (en) 1996-02-02 2000-10-10 Genesys Telecommunications Laboratories, Inc. Apparatus and methods for coordinating telephone and data communications
US5915012A (en) 1997-01-14 1999-06-22 Genesys, Telecommunications Laboratories, Inc. System and method for operating a plurality of call centers
US6879586B2 (en) 1996-07-09 2005-04-12 Genesys Telecommunications Laboratories, Inc. Internet protocol call-in centers and establishing remote agents
US6175564B1 (en) 1995-10-25 2001-01-16 Genesys Telecommunications Laboratories, Inc Apparatus and methods for managing multiple internet protocol capable call centers
US5825870A (en) 1996-04-05 1998-10-20 Genesys Telecommunications Laboratories Methods and apparatus for implementing a network call center
US6625139B2 (en) 1995-10-25 2003-09-23 Genesys Telecommunications Laboratories, Inc. Apparatus and methods for coordinating internet protocol telephone and data communications
US5765033A (en) 1997-02-06 1998-06-09 Genesys Telecommunications Laboratories, Inc. System for routing electronic mails
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
CA2161506C (en) 1995-10-26 2000-01-25 Deborah Pinard File retrieval with incoming 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
US5920719A (en) 1995-11-06 1999-07-06 Apple Computer, Inc. Extensible performance statistics and tracing registration architecture
US5606602A (en) 1995-11-06 1997-02-25 Summit Telecom Systems, Inc. Bidding for telecommunications traffic
US6219045B1 (en) 1995-11-13 2001-04-17 Worlds, Inc. Scalable virtual world chat client-server system
AU1119097A (en) 1995-11-13 1997-06-05 Answersoft, Inc. Intelligent information routing system and method
US5778178A (en) 1995-11-13 1998-07-07 Arunachalam; Lakshmi Method and apparatus for enabling real-time bi-directional transactions on a network
US5764639A (en) 1995-11-15 1998-06-09 Staples; Leven E. 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
JPH09149615A (ja) 1995-11-27 1997-06-06 Matsushita Electric Ind Co Ltd 円筒コアレスモータ
US5805587A (en) 1995-11-27 1998-09-08 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
US6112085A (en) 1995-11-30 2000-08-29 Amsc Subsidiary Corporation Virtual network configuration and management system for satellite communication system
US5825862A (en) 1995-11-30 1998-10-20 Bell Atlantic Network Services, Inc. Method of altering the destination telephone number of an incoming call
US5754857A (en) 1995-12-08 1998-05-19 Sun Microsystems, Inc. Distributed asynchronous workflow on the net
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
CN1208536A (zh) 1995-12-11 1999-02-17 惠普公司 提供电信业务的方法
JPH09163031A (ja) 1995-12-12 1997-06-20 Nobuyuki Togashi 接客システム
US5737726A (en) 1995-12-12 1998-04-07 Anderson Consulting Llp Customer contact mangement system
KR19990072122A (ko) 1995-12-12 1999-09-27 바자니 크레이그 에스 실시간 영상 전송 방법 및 장치
US5799297A (en) 1995-12-15 1998-08-25 Ncr Corporation Task workflow management system and method including an external program execution feature
US7336649B1 (en) 1995-12-20 2008-02-26 Verizon Business Global Llc Hybrid packet-switched and circuit-switched telephony system
CA2193014C (en) 1995-12-22 2000-04-25 John C. Martinez Automatic call-back system and method
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
US5862134A (en) 1995-12-29 1999-01-19 Gte Laboratories Incorporated Single-wiring network for integrated voice and data communications
US5832221A (en) 1995-12-29 1998-11-03 At&T Corp Universal message storage system
US6070144A (en) 1996-01-09 2000-05-30 The State Of Oregon System and process for job scheduling using limited discrepancy search
PT875110E (pt) 1996-01-15 2002-11-29 Interactive Telecom Inc Metodo para proporcionar mensagens de notificacao e de controlo de chamadas de voz atraves de um caminho de dados
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
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
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
FI102427B (fi) 1996-02-09 1998-11-30 Ericsson Telefon Ab L M Laskutus Internetissä
JPH09219722A (ja) 1996-02-13 1997-08-19 Hitachi Ltd 通信システム
IL117133A (en) 1996-02-14 1999-07-14 Olivr Corp Ltd Method and system for providing on-line virtual reality movies
US5867559A (en) 1996-02-20 1999-02-02 Eis International, Inc. Real-time, on-line, call verification system
US5867571A (en) 1996-02-23 1999-02-02 Lucent Technologies Inc. Method and arrangement for establishing call connections in a telecommunications network using a virtual transport server
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
US6076109A (en) 1996-04-10 2000-06-13 Lextron, Systems, Inc. Simplified-file hyper text protocol
US6014137A (en) 1996-02-27 2000-01-11 Multimedia Adventures Electronic kiosk authoring system
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
US5862325A (en) 1996-02-29 1999-01-19 Intermind Corporation Computer-based communication system and method using metadata defining a control structure
JP3622320B2 (ja) 1996-03-01 2005-02-23 富士通株式会社 電子メール自動回送システム
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
US7136475B1 (en) 1999-07-27 2006-11-14 Aspect Communications 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
GB9606298D0 (en) 1996-03-26 1996-05-29 British Telecomm Call queuing and distribution
US5884262A (en) 1996-03-28 1999-03-16 Bell Atlantic Network Services, Inc. Computer network audio access and conversion system
GB9606739D0 (en) 1996-03-29 1996-06-05 British Telecomm Telecommunications apparatus and method
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
GB9607615D0 (en) 1996-04-12 1996-06-12 British Telecomm 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
US6069890A (en) 1996-06-26 2000-05-30 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
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
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
JP3873365B2 (ja) 1996-05-15 2007-01-24 株式会社日立製作所 掲示板型データベースを用いた業務処理システム及びその処理方法
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
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
US6181336B1 (en) 1996-05-31 2001-01-30 Silicon Graphics, Inc. Database-independent, scalable, object-oriented architecture and API for managing digital multimedia assets
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
US5822526A (en) 1996-06-03 1998-10-13 Microsoft Corporation System and method for maintaining and administering email address names in a network
WO1997046073A2 (en) 1996-06-04 1997-12-11 Telefonaktiebolaget Lm Ericsson (Publ) An access network over a dedicated medium
SE506775C2 (sv) 1996-06-04 1998-02-09 Ericsson Telefon Ab L M Sätt och anordning för samtidig telefon- och Internetförbindelse på en telefonlinje
US5751706A (en) 1996-06-05 1998-05-12 Cignal Global Communications, Inc. System and method for establishing a call telecommunications path
WO1997046962A1 (en) 1996-06-07 1997-12-11 At & T Corp. Finding an e-mail message to which another e-mail message is a response
US5729594A (en) 1996-06-07 1998-03-17 Klingman; Edwin E. On-line secured financial transaction system through electronic media
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 (ja) 1996-06-14 1998-05-06 Fujitsu Ltd 電話取引支援システム及びそのシステムでの処理をコンピュータに行なわせるためのプログラムを格納した記録媒体
GB2314232B (en) 1996-06-14 2000-11-22 Fujitsu Ltd Telephone transaction support 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
GB9613163D0 (en) 1996-06-24 1996-08-28 Northern Telecom Ltd Telecommunications system and method
JP2985782B2 (ja) 1996-06-24 1999-12-06 日本電気株式会社 電子メール送信方式
JP3162627B2 (ja) 1996-06-25 2001-05-08 松下電器産業株式会社 放送システム及びこれに用いるマルチメディア蓄積表示装置
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
US5835570A (en) 1996-06-26 1998-11-10 At&T Corp Voice-directed telephone directory with voice access to directory assistance
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
US6377583B1 (en) 1996-06-27 2002-04-23 Xerox Corporation Rate shaping in per-flow output queued routing mechanisms for unspecified bit rate service
US5864616A (en) 1996-06-28 1999-01-26 Intel Corporation System and method for providing call statistics in real time
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
US5901203A (en) 1996-06-28 1999-05-04 Distributed Software Development, Inc. Computer-based system and method for identifying an unidentified caller
US6085201A (en) 1996-06-28 2000-07-04 Intel Corporation Context-sensitive template engine
US5838774A (en) 1996-07-01 1998-11-17 Bellsouth Corporation Telephone polling method
US5883940A (en) 1996-07-01 1999-03-16 Teledynamics Group, Inc. Interactive method and apparatus for the generation of leads
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
US5974414A (en) 1996-07-03 1999-10-26 Open Port Technology, Inc. System and method for automated received message handling and distribution
CA2180685C (en) 1996-07-08 2003-09-09 Wynn Quon Internet telephony gateway
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
GB9615029D0 (en) 1996-07-17 1996-09-04 British Telecomm Internet call centre
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
US5999930A (en) 1996-08-02 1999-12-07 Hewlett-Packard Company Method and apparatus for distributed control of a shared storage volume
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
ATE431039T1 (de) 1996-08-06 2009-05-15 Calvin W Battle Automatischer anrufdirektor
US5761289A (en) 1996-08-13 1998-06-02 At&T Corp 800 number callback
US5873040A (en) 1996-08-13 1999-02-16 International Business Machines Corporation Wireless 911 emergency location
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
US6385646B1 (en) 1996-08-23 2002-05-07 At&T Corp. Method and system for establishing voice communications in an internet environment
US5838768A (en) 1996-10-03 1998-11-17 Telefonaktiebolaget L M Ericsson System and method for controlled media conversion in an intelligent network
US6005845A (en) 1996-10-03 1999-12-21 Telefonaktiebolaget L/M Ericsson (Publ) System and method for IP-activated call setup
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
GB2337386B (en) 1996-09-09 2001-04-04 Dennis J Dupray Location of a mobile station
US6076101A (en) 1996-09-12 2000-06-13 Fujitsu Limited Electronic mail processing system with bonus point tracking
JP2924817B2 (ja) 1996-09-13 1999-07-26 日本電気株式会社 情報サーバシステム
US5892764A (en) 1996-09-16 1999-04-06 Sphere Communications Inc. ATM LAN telephone system
JPH1093716A (ja) 1996-09-18 1998-04-10 Nippon Motorola Ltd イーメイルのページング方法及び装置
US5958014A (en) 1996-09-24 1999-09-28 Intervoice Limited Partnership System and method for establishing a real-time agent pool between computer systems
US6195357B1 (en) 1996-09-24 2001-02-27 Intervoice Limited Partnership Interactive information transaction processing system with universal telephony gateway capabilities
US5978672A (en) 1996-09-27 1999-11-02 Global Mobility Systems, Inc. Mobility extended telephone application programming interface and method of use
US5822404A (en) 1996-09-30 1998-10-13 Intervoice Limited Partnership System and method for identifying remote communications formats
US5903877A (en) 1996-09-30 1999-05-11 Lucent Technologies Inc. Transaction center for processing customer transaction requests from alternative media sources
US5940479A (en) 1996-10-01 1999-08-17 Northern Telecom Limited System and method for transmitting aural information between a computer and telephone equipment
US5894504A (en) 1996-10-02 1999-04-13 At&T Advanced call waiting and messaging system
US5724412A (en) 1996-10-07 1998-03-03 U S West, Inc. Method and system for displaying internet identification on customer premises equipment
FI103455B1 (fi) 1996-10-08 1999-06-30 Nokia Telecommunications Oy Pakettiverkon reititin
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
GB9621524D0 (en) 1996-10-16 1996-12-04 British Telecomm Multimedia call centre
US5835090A (en) 1996-10-16 1998-11-10 Etma, Inc. Desktop manager for graphical user interface based system with enhanced desktop
US5907547A (en) 1996-10-24 1999-05-25 At&T Corp System and method for establishing internet communications links
FR2755336B1 (fr) 1996-10-30 1998-12-04 Chemin Francois Compatibilite entre un service telephonique avec serveur et un service rnis d'identification de demandeur
JP3455032B2 (ja) 1996-10-31 2003-10-06 株式会社日立製作所 通信システム
US6038216A (en) 1996-11-01 2000-03-14 Packeteer, Inc. Method for explicit data rate control in a packet communication environment without data rate supervision
US6366575B1 (en) 1996-11-01 2002-04-02 Teloquent Communications Corporation Extended access for automatic call distributing system
US6073013A (en) 1996-11-04 2000-06-06 Qualcomm Incorporated Method and apparatus for performing position-based call processing in a mobile telephone system
US6243375B1 (en) 1996-11-08 2001-06-05 Gregory J. Speicher Internet-audiotext electronic communications system with multimedia based matching
JP2871633B2 (ja) 1996-11-08 1999-03-17 日本電気株式会社 電子メールによる質疑応答システム
US5901138A (en) 1996-11-08 1999-05-04 International Business Machines Corporation Process for improving the efficiency of high performance routing
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
US5987446A (en) 1996-11-12 1999-11-16 U.S. West, Inc. Searching large collections of text using multiple search engines concurrently
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
US6385191B1 (en) 1996-11-14 2002-05-07 Avaya Technology Corp. Extending internet calls to a telephony call center
US5828839A (en) 1996-11-14 1998-10-27 Interactive Broadcaster Services Corp. Computer network chat room based on channel broadcast in real time
US5940488A (en) 1996-11-15 1999-08-17 Active Voice Corporation Telecommunication management system and user interface
US6690654B2 (en) 1996-11-18 2004-02-10 Mci Communications Corporation Method and system for multi-media collaboration between remote parties
US6754181B1 (en) 1996-11-18 2004-06-22 Mci Communications Corporation System and method for a directory service supporting a hybrid communication system architecture
US6335927B1 (en) 1996-11-18 2002-01-01 Mci Communications Corporation System and method for providing requested quality of service in a hybrid network
US5999525A (en) 1996-11-18 1999-12-07 Mci Communications Corporation Method for video telephony over a hybrid network
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
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
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
US5987115A (en) 1996-12-03 1999-11-16 Northern Telecom Limited Systems and methods for servicing calls by service agents connected via standard telephone lines
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
US6118778A (en) 1996-12-09 2000-09-12 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
US5911776A (en) 1996-12-18 1999-06-15 Unisys Corporation Automatic format conversion system and publishing methodology for multi-user network
US5940804A (en) 1996-12-18 1999-08-17 Turley; William N. Computer executable workflow resource management system
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
US6064722A (en) 1997-01-14 2000-05-16 Xypoint Corporation Data request router for use with emergency public safety answering point systems
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
US5828747A (en) 1997-01-28 1998-10-27 Lucent Technologies Inc. Call distribution based on agent occupancy
US5940598A (en) 1997-01-28 1999-08-17 Bell Atlantic Network Services, Inc. Telecommunications network to internetwork universal server
US6073124A (en) 1997-01-29 2000-06-06 Shopnow.Com Inc. Method and system for securely incorporating electronic information into an online purchasing application
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
US5867484A (en) 1997-01-31 1999-02-02 Intellect Network Technologies Switchable multi-drop video distribution system
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
US6263066B1 (en) 1997-02-06 2001-07-17 Genesys Telecommunications Laboratories, Inc. Multimedia managing and prioritized queuing system integrated with intelligent routing capability
US6044146A (en) 1998-02-17 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority
US5946388A (en) 1997-02-06 1999-08-31 Walker Asset Management Limited Partnership Method and apparatus for priority queuing of telephone calls
US6473787B2 (en) 1997-02-06 2002-10-29 Genesys Telecommunications Laboratories, Inc. System for routing electronic mails
US6002760A (en) 1998-02-17 1999-12-14 Genesys Telecommunications Laboratories, Inc. Intelligent virtual queue
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
US6600733B2 (en) 1997-02-06 2003-07-29 Verizon Laboratories Inc. System for interconnecting packet-switched and circuit-switched voice communications
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
US7272627B2 (en) 1997-02-06 2007-09-18 Genesys Telecommunications Laboratories, Inc. System and apparatus for pre-routing network events
US6044144A (en) 1997-02-07 2000-03-28 Mci Communications Corp. Network call parking manager
US6434231B2 (en) 1997-02-10 2002-08-13 Genesys Telecommunications Laboratories, Inc. Virtualized computer telephony integrated link for enhanced functionality in call centers
US6185291B1 (en) 1997-02-10 2001-02-06 Genesys Telecommunication Laboratories, Inc. Personal desktop router
US5995615A (en) 1997-02-10 1999-11-30 Genesys Telecommunications Laboratories, Inc. External positivistic forward transfer in call-routing systems
US6185292B1 (en) 1997-02-10 2001-02-06 Genesys Telecommunications Laboratories, Inc. Skill-based real-time call routing in telephony systems
US6201863B1 (en) 1997-02-10 2001-03-13 Genesys Telecommunications Laboratories, Inc. Personal desktop router
US6205412B1 (en) 1997-07-09 2001-03-20 Genesys Telecommunications Laboratories, Inc. Methods in computer simulation of telephony systems
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US5995614A (en) 1997-02-10 1999-11-30 Genesys Telecommunications Laboratories, Inc. Dynamic requeing to avoid latency in call-routing systems
US5963632A (en) 1997-02-10 1999-10-05 Genesys Telecommunications Laboratories, Inc. Agent-initiated dynamic requeing of misrouted calls in call-routing systems
US7020264B1 (en) 1997-02-10 2006-03-28 Genesys Telecommunications Laboratories, Inc. Negotiated routing in telephony systems
US5940496A (en) 1997-02-10 1999-08-17 Gewesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers
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
US6148074A (en) 1997-02-10 2000-11-14 Genesys Telecommunications Laboratories, Inc. Personal desktop router
US5953405A (en) 1997-02-10 1999-09-14 Genesys Telecommunications Laboratories, Inc. Agent-predictive routing process in call-routing systems
US6064667A (en) 1997-02-10 2000-05-16 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing to and within call centers
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
US5946387A (en) 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6005931A (en) 1997-02-10 1999-12-21 Genesys Telecommunications Laboratories, Inc. Negotiated routing in telephony systems
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
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
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
US20010040887A1 (en) 1997-10-09 2001-11-15 Yuri Shtivelman Apparatus and methods enhancing call routing to and within call-centers
US5920861A (en) 1997-02-25 1999-07-06 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
US5903631A (en) 1997-03-12 1999-05-11 Mitel Corporation One-button intelligent CTI dialler
DE19809231A1 (de) 1997-03-04 1998-09-17 Talkway Inc System für verbesserte Diskussionstechnologien
US5937057A (en) 1997-03-05 1999-08-10 Selsius Systems, Inc. Video/audio communications call center and method of operation thereof
US6205135B1 (en) 1997-03-06 2001-03-20 Lucent Technologies Inc Access platform for internet-based telephony
US6205139B1 (en) 1997-03-06 2001-03-20 Bell Atlantic Network Services, Inc. Automatic called party locator over internet
US6141345A (en) 1997-03-06 2000-10-31 Lucent Technologies Inc. Signal processing resource allocation for internet-based telephony
US6075783A (en) 1997-03-06 2000-06-13 Bell Atlantic Network Services, Inc. Internet phone to PSTN cellular/PCS system
US6501740B1 (en) 1997-03-07 2002-12-31 At&T Corp. System and method for teleconferencing on an internetwork comprising connection-oriented and connectionless networks
US5905793A (en) 1997-03-07 1999-05-18 Lucent Technologies Inc. Waiting-call selection based on anticipated wait times
US5982873A (en) 1997-03-07 1999-11-09 Lucent Technologies Inc. Waiting-call selection based on objectives
US5818935A (en) 1997-03-10 1998-10-06 Maa; Chia-Yiu Internet enhanced video system
US6542497B1 (en) 1997-03-11 2003-04-01 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
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
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
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
JP4067613B2 (ja) 1997-03-17 2008-03-26 富士通株式会社 Ｃｔｉ制御システム
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
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
US6181736B1 (en) 1997-03-25 2001-01-30 Nxi Communications, Inc. Network communication system
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
EP0869639A3 (en) 1997-03-28 1999-12-22 Sun Microsystems, Inc. Message tracking
US6278996B1 (en) 1997-03-31 2001-08-21 Brightware, Inc. System and method for message process and response
US6046762A (en) 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
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
WO1998044699A1 (en) 1997-04-03 1998-10-08 Genesys Telecommunications Laboratories, Inc. Virtualized computer telephony integrated link for enhanced functionality
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
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
US5999609A (en) 1997-04-04 1999-12-07 Sun Microsystems, Inc. Computer-telephony (CT) system including an electronic call request
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
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
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
US6868391B1 (en) 1997-04-15 2005-03-15 Telefonaktiebolaget Lm Ericsson (Publ) Tele/datacommunications payment method and apparatus
US6198738B1 (en) 1997-04-16 2001-03-06 Lucent Technologies Inc. Communications between the public switched telephone network and packetized data networks
US6081591A (en) 1997-04-16 2000-06-27 Skoog; Frederick H. Signaling network gateway device and method for use in a signaling network
US6115596A (en) 1997-04-22 2000-09-05 Ericsson Inc. Systems and methods for handling emergency calls in hierarchical cell structures
US6073005A (en) 1997-04-22 2000-06-06 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
US6041116A (en) 1997-05-05 2000-03-21 Aspect Telecommunications Corporation Method and apparatus for controlling outbound calls
US5978465A (en) 1997-05-05 1999-11-02 Aspect Telecommunications Corporation Method and apparatus for allocating resources in a call center
US6044142A (en) 1997-05-06 2000-03-28 Telefonaktiebolaget L M Ericsson Method and arrangement for integrating intelligent network services with operator assisted services
US6094479A (en) 1997-05-06 2000-07-25 Telefonaktiebolaget Lm Ericsson Computer telephony integration gateway
US5995610A (en) 1997-05-06 1999-11-30 Telefonaktiebolaget Lm Ericsson Cooperative call processing across public and private intelligent networks
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
US5806061A (en) 1997-05-20 1998-09-08 Hewlett-Packard Company Method for cost-based optimization over multimeida repositories
US5953406A (en) 1997-05-20 1999-09-14 Mci Communications Corporation Generalized customer profile editor for call center services
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
JP3798114B2 (ja) 1997-05-23 2006-07-19 富士通株式会社 端末、移動端末、サーバ、端末通信方法およびサーバ通信方法
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
CA2290545A1 (en) 1997-06-04 1998-12-10 Telcordia Technologies, Inc. Systems and methods for internet enabled services
US6292480B1 (en) 1997-06-09 2001-09-18 Nortel Networks 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
WO1999000958A1 (en) 1997-06-26 1999-01-07 British Telecommunications Plc Data communications
US6519246B1 (en) 1997-06-30 2003-02-11 At&T Corp. Internet-enabled voice-response service
EP0993731A1 (en) 1997-06-30 2000-04-19 MCI Worldcom, Inc. System and method for enhanced skills based routing
US5983218A (en) 1997-06-30 1999-11-09 Xerox Corporation Multimedia database for use over networks
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
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
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
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
US6097938A (en) 1997-07-11 2000-08-01 Northern Telecom Limited Authentication and tracking system for a cellular telephone
US6119167A (en) 1997-07-11 2000-09-12 Phone.Com, Inc. Pushing and pulling data in networks
JP3588536B2 (ja) 1997-07-11 2004-11-10 株式会社東芝 不正データコピー防止装置及び方法
US5958016A (en) 1997-07-13 1999-09-28 Bell Atlantic Network Services, Inc. Internet-web link for access to intelligent network service control
US6366663B1 (en) 1997-07-21 2002-04-02 Mci Communications Corporation System for achieving local number portability
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
US5978836A (en) 1997-07-28 1999-11-02 Solectron Corporation Workflow systems and methods
US6167404A (en) 1997-07-31 2000-12-26 Avid Technology, Inc. Multimedia plug-in using dynamic objects
JPH1155741A (ja) 1997-07-31 1999-02-26 Nippon Telegr & Teleph Corp <Ntt> 複数位置情報表示方法および位置情報管理装置
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
US6101473A (en) 1997-08-08 2000-08-08 Board Of Trustees, Leland Stanford Jr., University Using speech recognition to access the internet, including access via a telephone
US6192338B1 (en) 1997-08-12 2001-02-20 At&T Corp. Natural language knowledge servers as network resources
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
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
US6678718B1 (en) 1997-08-29 2004-01-13 Aspect Communications Corporation Method and apparatus for establishing connections
US6014711A (en) 1997-08-29 2000-01-11 Nortel Networks Corporation Apparatus and method for providing electronic mail relay translation services
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
US6128603A (en) 1997-09-09 2000-10-03 Dent; Warren T. Consumer-based system and method for managing and paying electronic billing statements
US5960411A (en) 1997-09-12 1999-09-28 Amazon.Com, Inc. Method and system for placing a purchase order via a communications network
US6078581A (en) 1997-09-12 2000-06-20 Genesys Telecommunications Laboratories, Inc. Internet call waiting
US6650747B1 (en) 1997-09-18 2003-11-18 At&T Corp. Control of merchant application by system monitor in virtual contact 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
US6011974A (en) 1997-09-23 2000-01-04 Telefonaktiebolaget L M Ericsson (Publ) Method and system for determining position of a cellular mobile terminal
US6393278B1 (en) 1997-09-26 2002-05-21 Bellsouth Intellectual Property Corporation Method and system for transmitting call related information from a telecommunications network to a pager
US6631402B1 (en) 1997-09-26 2003-10-07 Worldcom, Inc. Integrated proxy interface for web based report requester tool set
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
US5940075A (en) 1997-09-30 1999-08-17 Unisys Corp. Method for extending the hypertext markup language (HTML) to support enterprise application data binding
US6490350B2 (en) 1997-09-30 2002-12-03 Mci Communications Corporation Monitoring system for telephony resources in a call center
US5966427A (en) 1997-09-30 1999-10-12 Siemens Information Apparatus and method for troubleshooting internet protocol telephony networks
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
US6134315A (en) 1997-09-30 2000-10-17 Genesys Telecommunications Laboratories, Inc. Metadata-based network routing
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
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
US6363411B1 (en) 1998-08-05 2002-03-26 Mci Worldcom, Inc. Intelligent network
US6134235A (en) 1997-10-08 2000-10-17 At&T Corp. Pots/packet bridge
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
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
US5991395A (en) 1997-11-04 1999-11-23 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US5991393A (en) 1997-11-04 1999-11-23 Genesys Telecommunicaitons, Laboratories, Inc. Method for telephony call blending
US6359892B1 (en) 1997-11-04 2002-03-19 Inventions, Inc. Remote access, emulation, and control of office equipment, devices and services
CN1260956C (zh) 1997-11-07 2006-06-21 松下电器产业株式会社 光电变换器与固态摄像元件
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
US5940823A (en) 1997-11-10 1999-08-17 International Business Machines Corporation System for the distribution and storage of electronic mail information
SE510954C2 (sv) 1997-11-11 1999-07-12 Ericsson Telefon Ab L M Metod och anordning för verifiering av talportstjänster
AU740090B2 (en) 1997-11-14 2001-11-01 Genesys Telecommunications Laboratories, Inc. Negotiated routing in telephony systems
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
US6072864A (en) 1997-12-01 2000-06-06 Genesys Telecommunication Laboratories, Inc. Transfer-connect telephony services utilizing automated audio systems
US6188762B1 (en) 1997-12-01 2001-02-13 Stephen Shooster Web call center/PSTN to TCPIP internet network
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
US6192250B1 (en) 1997-12-05 2001-02-20 Lucent Technologies Inc. Cluster mobile switching center
US6026375A (en) 1997-12-05 2000-02-15 Nortel Networks Corporation Method and apparatus for processing orders from customers in a mobile environment
US6157705A (en) 1997-12-05 2000-12-05 E*Trade Group, Inc. Voice control of a server
JPH11183189A (ja) 1997-12-19 1999-07-09 Aisin Seiki Co Ltd 移動体情報サービスシステム
JPH11184786A (ja) 1997-12-19 1999-07-09 Fujitsu Ltd チャットシステム，チャットサーバ，クライアント及び記録媒体
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
US6965870B1 (en) 1997-12-24 2005-11-15 Nortel Networks Limited Method and system for activity responsive telemarketing
US6430174B1 (en) 1997-12-26 2002-08-06 Nortel Networks Ltd. Communication system supporting simultaneous voice and multimedia communications and method of operation therefore
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
US20020150311A1 (en) 1997-12-30 2002-10-17 Lynn Eric R. Apparatus and method for creating images of small documents
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
CA2236525C (en) 1998-05-01 2003-07-15 Mitel Corporation Method and apparatus for migrating embedded pbx system to personal computer
GB9800803D0 (en) 1998-01-14 1998-03-11 British Telecomm Communications sytem
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
US6192122B1 (en) 1998-02-12 2001-02-20 Avaya Technology Corp. Call center agent selection that optimizes call wait times
US6085097A (en) 1998-02-12 2000-07-04 Savery; Winsor T. Cellular communications tracking system using a multitude of assigned call-numbers
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
US7907598B2 (en) * 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US8130749B2 (en) 1998-02-17 2012-03-06 Genesys Telecommunications Laboratories Inc., A Corp of California Telephone network interface bridge between data telephony networks and dedicated connection telephony networks
US6985478B2 (en) 1998-02-17 2006-01-10 Genesys Telecommunications Laboratories, Inc. Using XML expressed primitives for platform and system-independent call modeling
US6801520B2 (en) 1998-02-17 2004-10-05 Genesys Telecommunications Laboratories, Inc. Queue prioritization based on competitive user input
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
US5943416A (en) 1998-02-17 1999-08-24 Genesys Telecommunications Laboratories, Inc. Automated survey control routine in a call center environment
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
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
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
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
US6418146B1 (en) 1999-12-10 2002-07-09 Genesys Telecommunications Laboratories, Inc. Integrated communication center functionality for WAP devices
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
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
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
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
US6370508B2 (en) 1998-09-11 2002-04-09 Genesys Telecommunications Laboratories, Inc. Interface engine for managing business processes within a multimedia communication-center
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
US7039857B2 (en) 1998-09-11 2006-05-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for building multimedia applications using interactive multimedia viewers
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
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
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
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
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
US6704394B1 (en) 1998-03-25 2004-03-09 International Business Machines Corporation System and method for accessing voice mail from a remote server
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
US6498791B2 (en) 1998-04-03 2002-12-24 Vertical Networks, Inc. Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
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
US6134530A (en) 1998-04-17 2000-10-17 Andersen Consulting Llp Rule based routing system 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
US6411811B2 (en) 1998-04-20 2002-06-25 Ericsson Inc. 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
US6449260B1 (en) 1998-05-01 2002-09-10 Siemens Information And Communication Networks, Inc. Multimedia automatic call distribution system
JP3179754B2 (ja) 1998-05-06 2001-06-25 株式会社エヌ・ティ・ティ・データ 分散型コールセンタ、ローカルサイト及びリモートサイト
US6496567B1 (en) 1998-05-07 2002-12-17 Mci Communications Corporation Interactive voice response service node with advanced resource management
US6366658B1 (en) 1998-05-07 2002-04-02 Mci Communications Corporation Telecommunications architecture for call center services using advanced interactive voice responsive service node
US6427002B2 (en) 1998-05-07 2002-07-30 Worldcom, Inc. Advanced interactive voice response service node
US6493353B2 (en) 1998-05-07 2002-12-10 Mci Communications Corporation Communications signaling gateway and system for an advanced 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 (ja) 1998-06-02 1999-12-14 Hitachi Ltd コンピュータテレフォニーインテグレーションシステム，情報提供装置，交換機制御装置，及びそれに用いる記憶媒体
US6233332B1 (en) 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
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 (ja) 1998-06-17 2000-01-14 Hitachi Ltd データ分析方法及び装置及びデータ分析プログラムを記録したコンピュータ読み取り可能な記録媒体
US6324276B1 (en) 1999-02-12 2001-11-27 Telera, Inc. Point-of-presence call center management system
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
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
US6493433B2 (en) 1998-07-07 2002-12-10 Mci Communications Corporation Multi-threaded database system for an interactive voice response platform
JP3630389B2 (ja) 1998-07-14 2005-03-16 インターナショナル・ビジネス・マシーンズ・コーポレーション マルチメディア・コンテンツの動的変更方法及び装置
US6539080B1 (en) 1998-07-14 2003-03-25 Ameritech Corporation Method and system for providing quick directions
US6229524B1 (en) 1998-07-17 2001-05-08 International Business Machines Corporation User interface for interaction with video
US7277424B1 (en) 1998-07-21 2007-10-02 Dowling Eric M Method and apparatus for co-socket telephony
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
US6405033B1 (en) 1998-07-29 2002-06-11 Track Communications, Inc. System and method for routing a call using a communications 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
US6535601B1 (en) 1998-08-27 2003-03-18 Avaya Technology Corp. Skill-value queuing in a call center
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
JP2003502720A (ja) 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 通信センタ内でのマルチメディア対話の規則ベース格納および検索のための方法および装置
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
US6286084B1 (en) 1998-09-16 2001-09-04 Cisco Technology, Inc. Methods and apparatus for populating a network cache
US6907449B2 (en) 1998-09-22 2005-06-14 Qwest Communications International, Inc. Conferencing system for simultaneous broadcast of audio and transmission of documents via push technology
WO2000018094A1 (en) 1998-09-24 2000-03-30 Itxc, Inc. Method and apparatus for connecting an incoming call to a computer system
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US20020057674A1 (en) 1998-09-24 2002-05-16 Grigory Shenkman Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center
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
US6489954B1 (en) 1998-10-13 2002-12-03 Prophet Financial Systems, Inc. System and method for permitting a software routine having restricted local access to utilize remote resources to generate locally usable data structure
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
US6532493B1 (en) 1998-10-29 2003-03-11 Cisco Technology, Inc. Methods and apparatus for redirecting network cache traffic
US6064731A (en) 1998-10-29 2000-05-16 Lucent Technologies Inc. Arrangement for improving retention of call center's customers
US6452609B1 (en) 1998-11-06 2002-09-17 Supertuner.Com Web application for accessing media streams
US7415009B2 (en) 1998-11-12 2008-08-19 Genesys Telecommunications Laboratories, Inc. Telephony intelligence in a data packet 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
US6215783B1 (en) 1998-11-13 2001-04-10 Genesys Telecommunications Laboratories, Inc. Private IP telephony backbone linking widely-distributed enterprise sites
US6249807B1 (en) 1998-11-17 2001-06-19 Kana Communications, Inc. Method and apparatus for performing enterprise email management
US6282565B1 (en) 1998-11-17 2001-08-28 Kana Communications, Inc. Method and apparatus for performing enterprise email management
US6614781B1 (en) 1998-11-20 2003-09-02 Level 3 Communications, Inc. Voice over data telecommunications network architecture
US6549539B1 (en) 1998-11-24 2003-04-15 Genesys Telecommunications Laboratories, Inc. Platform-independent DNT intelligent network
US6404873B1 (en) 1998-12-01 2002-06-11 Siemens Information And Communication Networks, Inc. Subconference calling in a telephony-over-LAN environment
US6377944B1 (en) 1998-12-11 2002-04-23 Avaya Technology Corp. Web response unit including computer network based communication
US6665395B1 (en) 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US6400725B1 (en) 1998-12-16 2002-06-04 Koninklijke Philips Electronics N.V. Fairness scheme for a serial interface
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
US7036128B1 (en) 1999-01-05 2006-04-25 Sri International Offices Using a community of distributed electronic agents to support a highly mobile, ambient computing environment
US6826194B1 (en) 1999-01-20 2004-11-30 Tadiran Telecom Business Systems Ltd. Method for serving IP users by graphically-based interaction to agents of a call center
US6320956B1 (en) 1999-01-25 2001-11-20 Willow Csn, Inc. Multiple client remote agent network method
US6804333B1 (en) 1999-01-28 2004-10-12 International Business Machines Corporation Dynamically reconfigurable distributed interactive voice response system
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
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
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
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
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
CA2364468A1 (en) * 1999-03-06 2000-09-14 Coppercom, Inc. System and method for administrating call and call feature set-up in 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
US6707811B2 (en) 1999-03-19 2004-03-16 Estara, Inc. Internet telephony for ecommerce
US6424709B1 (en) 1999-03-22 2002-07-23 Rockwell Electronic Commerce Corp. Skill-based call routing
US6278976B1 (en) 1999-03-25 2001-08-21 Michael Charles Kochian System for the delivery of audio recordings
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
US6661882B1 (en) 1999-04-27 2003-12-09 Citibank, N.A. System and method for automated telephone message routing using an altered ANI
US6560329B1 (en) 1999-04-29 2003-05-06 Teloquent Communications Corporation Automated call routing system
US6560607B1 (en) 1999-05-11 2003-05-06 Microsoft Corporation Client side bulk updates on the world wide web
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
US6477565B1 (en) 1999-06-01 2002-11-05 Yodlee.Com, Inc. Method and apparatus for restructuring of personalized data for transmission from a data network to connected and portable network appliances
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
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
US6847715B1 (en) 1999-07-13 2005-01-25 Interactive Intelligence, Inc. Method and system for informing callers within a queue
US6404746B1 (en) 1999-07-13 2002-06-11 Intervoice Limited Partnership System and method for packet network media redirection
US6512825B1 (en) 1999-07-13 2003-01-28 Interactive Intelligence, Inc. Queue-based distinctive ringing in a call center system
US6763369B1 (en) 1999-07-13 2004-07-13 Interactive Intelligence, Inc. Hierarchical process management in an intelligent call processing system
US6718032B1 (en) 1999-07-13 2004-04-06 Interactive Intelligence Read-only in-memory tables for intelligent call processing system
US6804346B1 (en) 1999-07-13 2004-10-12 Interactive Intelligence, Inc. Staged predictive dialing system
US6850614B1 (en) 1999-07-16 2005-02-01 Aspect Communication Corporation Method for providing consolidated specification and handling of multimedia call prompts
IL131135A0 (en) 1999-07-27 2001-01-28 Electric Lighthouse Software L A method and system for electronic mail
US6760727B1 (en) 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
US6611590B1 (en) 1999-07-30 2003-08-26 Avaya Technology Corp. Enterprise-wide intelligent call center routing
US6760428B2 (en) 1999-07-30 2004-07-06 Avaya Technology Corp. Modification of voice prompting based on prior communication in a call center
GB2352933A (en) 1999-07-31 2001-02-07 Ibm Speech encoding in a client server system
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)
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
US7457279B1 (en) 1999-09-10 2008-11-25 Vertical Communications Acquisition Corp. Method, system, and computer program product for managing routing servers and services
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
JP2001086244A (ja) 1999-09-14 2001-03-30 Nec Corp コールセンターシステム向けホーム・エージェント・クライアント機能の実現方式および実現方法
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
US6389028B1 (en) 1999-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
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
US6567854B1 (en) 1999-10-21 2003-05-20 Genuity Inc. Internet service delivery via server pushed personalized advertising dashboard
US6401066B1 (en) 1999-11-09 2002-06-04 West Teleservices Holding Company Automated third party verification system
US6512818B1 (en) 1999-11-17 2003-01-28 Mci Worldcom, Inc. Method and system for releasing a voice response unit from a protocol session
US6275693B1 (en) 1999-11-22 2001-08-14 Motorola, Inc. Method and apparatus for performing bearer independent wireless application service provisioning
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
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
GB9928503D0 (en) 1999-12-03 2000-02-02 Ibm 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
US6434549B1 (en) 1999-12-13 2002-08-13 Ultris, Inc. Network-based, human-mediated exchange of information
EP1238489B1 (en) 1999-12-13 2008-03-05 Broadcom Corporation Voice gateway with downstream voice synchronization
US6614903B1 (en) 1999-12-15 2003-09-02 Avaya Technology Corp. Methods and apparatus for service state-based processing of communications in a call center
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
US6275575B1 (en) 2000-01-12 2001-08-14 Right4Me.Com, Inc. Method and system for coordinating and initiating cross-platform telephone conferences
KR100346150B1 (ko) 2000-01-15 2002-08-01 배문열 전화기를 이용한 웹 페이지 데이터 입·출력시스템 및 방법
US6661889B1 (en) 2000-01-18 2003-12-09 Avaya Technology Corp. Methods and apparatus for multi-variable work assignment in a call center
US6285316B1 (en) 2000-06-02 2001-09-04 Cellguide Ltd. Locating a mobile unit using signals from both mobile beacons and stationary beacons
GB2369263A (en) 2000-01-24 2002-05-22 Comverse Infosys Inc Information retrieval from a contact centre over a wide area network
US6721705B2 (en) 2000-02-04 2004-04-13 Webley Systems, Inc. Robust voice browser system and voice activated device controller
US7934206B2 (en) 2000-02-11 2011-04-26 Convergent Networks, Inc. Service level executable environment for integrated PSTN and IP networks and call processing language therefor
US6816878B1 (en) 2000-02-11 2004-11-09 Steven L. Zimmers 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
US6603854B1 (en) 2000-02-25 2003-08-05 Teltronics, Inc. System and method for evaluating agents in call center
EP1264263A2 (en) 2000-02-25 2002-12-11 Saba Software, Inc. Method for enterprise workforce planning
US6377975B1 (en) 2000-03-01 2002-04-23 Interactive Intelligence, Inc. Methods and systems to distribute client software tasks among a number of servers
US7412422B2 (en) 2000-03-23 2008-08-12 Dekel Shiloh Method and system for securing user identities and creating virtual users to enhance privacy on a communication network
US6658389B1 (en) 2000-03-24 2003-12-02 Ahmet Alpdemir System, method, and business model for speech-interactive information system having business self-promotion, audio coupon and rating features
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
US7046778B2 (en) 2000-03-31 2006-05-16 Coppercom, Inc. Telecommunications portal capable of interpreting messages from an external device
US6336137B1 (en) 2000-03-31 2002-01-01 Siebel Systems, Inc. Web client-server system and method for incompatible page markup and presentation languages
US6956941B1 (en) 2000-04-12 2005-10-18 Austin Logistics Incorporated Method and system for scheduling inbound inquiries
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
KR20010064671A (ko) 2000-05-15 2001-07-11 김광묵 이동 통신 단말기용 채팅 서비스 제공 시스템 및 방법
US7672998B1 (en) 2000-05-16 2010-03-02 Ziplink, Inc. Apparatus and methods for controlling the transmission of messages
US7653744B2 (en) 2000-06-12 2010-01-26 At&T Mobility Ii Llc Method and apparatus for sharing wireless content
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
US6829349B1 (en) 2000-07-31 2004-12-07 Comdial Corporation System and method for monitoring and routing incoming calls
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
US6883170B1 (en) 2000-08-30 2005-04-19 Aspect Communication Corporation Method and system to maintain a hierarchy of instantiated application objects and to enable recovery from an applications failure
US6847825B1 (en) 2000-09-14 2005-01-25 Lojack Corporation Method and system for portable cellular phone voice communication and positional location data communication
US8041023B1 (en) 2000-09-29 2011-10-18 Aspect Software, Inc. System and method of using a phone to access information in a call center
US6922411B1 (en) 2000-09-29 2005-07-26 Voxeo Corporation Networked computer telephony system driven by web-based applications
US20020123899A1 (en) 2000-10-03 2002-09-05 Securetell, Inc., Method and system for enabling workers to communicate anonymously with their employers
US6665396B1 (en) 2000-10-06 2003-12-16 Cisco Technologies, Inc. Call hold manager system and method
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
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US20020099738A1 (en) 2000-11-22 2002-07-25 Grant Hugh Alexander Automated web access for back-end enterprise systems
US20050207559A1 (en) 2000-12-04 2005-09-22 Juri Shtivelman Method for estimating telephony system-queue waiting time in an agent level routing environment
US6751297B2 (en) 2000-12-11 2004-06-15 Comverse Infosys Inc. Method and system for multimedia network based data acquisition, recording and distribution
JP2002222302A (ja) 2000-12-15 2002-08-09 Buzzhits Inc 需要刺激に対する消費者の反応に、オンデマンドで対応するためのシステム及び方法
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
US20020091527A1 (en) 2001-01-08 2002-07-11 Shyue-Chin Shiau Distributed speech recognition server system for mobile internet/intranet communication
US6944272B1 (en) 2001-01-16 2005-09-13 Interactive Intelligence, Inc. Method and system for administering multiple messages over a public switched telephone network
US6845154B1 (en) 2001-01-23 2005-01-18 Intervoice Limited Partnership Allocation of resources to flexible requests
US7454505B2 (en) 2001-01-25 2008-11-18 International Business Machines Corporation Communication endpoint supporting multiple provider models
JP2002368747A (ja) 2001-01-30 2002-12-20 At & T Corp 適応的移動適用のネットワークサービス
US7568001B2 (en) 2001-01-30 2009-07-28 Intervoice, Inc. Escalated handling of non-realtime communications
US7254641B2 (en) 2001-01-30 2007-08-07 Intervoice, Inc. Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
US7043644B2 (en) 2001-01-31 2006-05-09 Qurio Holdings, Inc. Facilitating file access from firewall-protected nodes in a peer-to-peer network
US6711249B2 (en) 2001-02-08 2004-03-23 Tellme Networks, Inc. Common gateway to call control systems
US8031860B2 (en) 2001-02-21 2011-10-04 Genesys Telecommunications Laboratories, Inc. Distributed hardware/software system for managing agent status in a communication center
US6823197B1 (en) 2001-03-13 2004-11-23 At&T Corp. Method and system for providing mobility to enhanced call service features at remote locations
US6753784B1 (en) 2001-03-28 2004-06-22 Meteorlogix, Llc GIS-based automated weather alert notification system
WO2002091692A1 (en) 2001-04-13 2002-11-14 Girard Gregory D Ditributed 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
WO2002095580A1 (en) 2001-05-23 2002-11-28 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
US6801604B2 (en) 2001-06-25 2004-10-05 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
US20030007609A1 (en) 2001-07-03 2003-01-09 Yuen Michael S. Method and apparatus for development, deployment, and maintenance of a voice software application for distribution to one or more consumers
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
US7184747B2 (en) 2001-07-25 2007-02-27 Ncr Corporation System and method for implementing financial transactions using cellular telephone data
US8416943B2 (en) 2001-07-31 2013-04-09 Aspect Software, Inc. System and method for distributing customer contacts
WO2003014927A2 (en) 2001-08-08 2003-02-20 Trivium Systems Inc. Scalable messaging platform for the integration of business software components
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
US7152204B2 (en) 2001-10-18 2006-12-19 Bea Systems, Inc. System and method utilizing an interface component to query a document
US9332058B2 (en) 2001-11-01 2016-05-03 Benhov Gmbh, Llc 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
US6618010B2 (en) 2001-11-14 2003-09-09 United States Of America As Represented By The Administrator Of 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
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
KR100440574B1 (ko) 2001-12-26 2004-07-21 한국전자통신연구원 가변길이 패킷 스위칭 장치
US7376431B2 (en) 2002-02-05 2008-05-20 Niedermeyer Brian J Location based fraud reduction system and method
US20030236777A1 (en) 2002-02-07 2003-12-25 Shevin Conway System and method for managing internet transactions
US6925161B2 (en) 2002-02-19 2005-08-02 At&T Corp. Call hold signaling
US6704396B2 (en) 2002-02-27 2004-03-09 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
US20030214942A1 (en) * 2002-05-15 2003-11-20 Ali Mohammed Zamshed Web-based computer telephony integration and automatic call distribution
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
US20030220875A1 (en) 2002-05-24 2003-11-27 Duc Lam Method and system for invoice routing and approval in electronic payment system
US8024401B1 (en) 2002-06-03 2011-09-20 Alcatel Lucent Customer relationship management system with network contact center server configured to control automated web and voice dialogues
US7245711B2 (en) 2002-06-24 2007-07-17 Avaya Technology Corp. Virtual interaction queuing using internet protocols
US7006614B2 (en) 2002-07-01 2006-02-28 Converged Data Solutions Llc Systems and methods for voice and data communications including hybrid key system/PBX functionality
US7957401B2 (en) 2002-07-05 2011-06-07 Geos Communications, Inc. System and method for using multiple communication protocols in memory limited processors
US20040017797A1 (en) 2002-07-25 2004-01-29 Moxa Technologies Co., Ltd. Remote data scope
US7249019B2 (en) 2002-08-06 2007-07-24 Sri International Method and apparatus for providing an integrated speech recognition and natural language understanding for a dialog system
US7233658B2 (en) 2002-08-13 2007-06-19 At&T Knowledge Ventures, L.P. Flexible ring-tone service
US7453830B2 (en) * 2002-09-05 2008-11-18 Rockwell Electronic Commerce Technologies, Llc 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
US20040083479A1 (en) 2002-10-23 2004-04-29 Oleg Bondarenko Method for organizing multiple versions of XML for use in a contact center environment
US6889188B2 (en) 2002-11-22 2005-05-03 Intel Corporation Methods and apparatus for controlling an electronic device
GB0229059D0 (en) 2002-12-12 2003-01-15 Mitel Knowledge Corp Method of broadband constant directivity beamforming for non linear and non axi-symmetric sensor arrays embedded in an obstacle
US7760857B2 (en) 2002-12-12 2010-07-20 Motive, Inc. Remote computer system and related equipment diagnostics using data gathered over a telephone channel
US7418094B2 (en) 2003-01-06 2008-08-26 Genesys Telecommunications Laboratories, Inc. Method and apparatus for multimedia interaction routing according to agent capacity sets
US20040162724A1 (en) 2003-02-11 2004-08-19 Jeffrey Hill Management of conversations
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
US7110523B2 (en) 2003-05-30 2006-09-19 Interactive Intelligence, Inc. System and method for distributing and routing calls in a call center
US20050047394A1 (en) 2003-08-28 2005-03-03 Jeff Hodson Automatic contact navigation system
US7363228B2 (en) 2003-09-18 2008-04-22 Interactive Intelligence, Inc. Speech recognition system and method
GB0323549D0 (en) 2003-10-08 2003-11-12 Intuwave Ltd 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
US20050180319A1 (en) 2004-02-18 2005-08-18 Hutnik Stephen M. 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
US8238536B1 (en) 2004-04-06 2012-08-07 West Corporation Call redirect via centralized bridges
US7434204B1 (en) 2004-07-07 2008-10-07 Liveops, Inc. Method and apparatus for managing software processes
EP1774760B1 (en) 2004-08-03 2016-10-12 Genesys Telecommunications Laboratories, Inc. 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
US7912186B2 (en) 2004-10-20 2011-03-22 Microsoft Corporation Selectable state machine user interface system
WO2006058004A1 (en) * 2004-11-23 2006-06-01 Transera Communications A method and system for monitoring and managing multi-sourced call centers
WO2006133033A2 (en) 2005-06-03 2006-12-14 Sonus Networks, Inc. Generating and transforming call control elements, dialog elements and session initiation protocol messages
US8503663B2 (en) 2005-06-30 2013-08-06 Interactive Intelligence, Inc. 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
US7849445B2 (en) 2005-12-20 2010-12-07 Sap Ag Remote user interface for external connections
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. 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
US9124699B2 (en) 2006-05-05 2015-09-01 Outlook Amusements, Inc. Systems and methods for expert communications
US8964952B2 (en) 2006-09-01 2015-02-24 Interactive Intelligence Group, Inc. System and method for self-configuring sip-capable device
US8009821B1 (en) 2006-12-27 2011-08-30 LiveOps. Inc. Stores as call center resources
US8427981B2 (en) 2007-02-23 2013-04-23 Interactive Intelligence, Inc. 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
US9730078B2 (en) * 2007-08-31 2017-08-08 Fisher-Rosemount Systems, Inc. Configuring and optimizing a wireless mesh network
US8209209B2 (en) 2007-10-02 2012-06-26 Incontact, Inc. Providing work, training, and incentives to company representatives in contact handling systems
US8199891B2 (en) 2008-02-06 2012-06-12 Interactive Intelligence, Inc. System and method for remote screen monitoring
US7836198B2 (en) * 2008-03-20 2010-11-16 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
JP5337447B2 (ja) 2008-10-28 2013-11-06 株式会社日立製作所 ストリームデータ処理方法、及びシステム
US8395994B2 (en) 2009-10-28 2013-03-12 Liveops, Inc. System and method for adaptive call management
US8683547B2 (en) 2009-10-28 2014-03-25 Liveops, Inc. System and method for implementing adaptive security zones
US8295274B2 (en) 2009-11-09 2012-10-23 At&T Intellectual Property I, L.P. SIP parser/Genesys-SIP parser-to parse SIP telephony events and decrypt the userdata in IP telephony
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
US8478848B2 (en) 2010-08-23 2013-07-02 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
US8411844B1 (en) 2010-12-23 2013-04-02 Five9, Inc. Method for controlling abandonment rate in outbound campaigns
US9111239B2 (en) 2011-07-13 2015-08-18 Incontact, Inc. Activity recording of contact handling system agents
US9241258B2 (en) 2011-09-15 2016-01-19 At&T Intellectual Property I, Lp Method and apparatus for managing calls
US8396205B1 (en) 2012-01-11 2013-03-12 Incontact, Inc. Systems and methods of supervising contacts

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1520197A (zh) * 2002-12-24 2004-08-11 ض� 在分组电话网络中实现呼叫处理的方法和装置

Also Published As

Publication number Publication date
US9854006B2 (en) 2017-12-26
CN102257789A (zh) 2011-11-23
US20100157979A1 (en) 2010-06-24
US20180124122A1 (en) 2018-05-03
EP2380323A1 (en) 2011-10-26
JP2012513725A (ja) 2012-06-14
US9008075B2 (en) 2015-04-14
US20140379936A1 (en) 2014-12-25
WO2010075151A1 (en) 2010-07-01
KR101298062B1 (ko) 2013-08-20
KR20110098841A (ko) 2011-09-01
JP5559195B2 (ja) 2014-07-23

Similar Documents

Publication Publication Date Title
CN102257789B (zh) 用于改善交互路由性能的系统和方法
US9479400B2 (en) Servlet API and method for XMPP protocol
US8576712B2 (en) Method and apparatus for providing a reliable voice extensible markup language service
JP6180430B2 (ja) 動的音声メニュー技術
CN101388837B (zh) 路由选择方法、业务网络及网络设备
US8848893B2 (en) Method and apparatus for callback processing in telecommunication capability opening
US8788618B2 (en) Leveraging presence service system and method for distributed web service delivery and deployment
US20050050228A1 (en) Method and apparatus for the use of dynamic XML message formats with web services
JP2005515716A (ja) 収束通信サービスのための通信アプリケーション・サーバ
CN102047243A (zh) 基于类别请求路由
CN101404630B (zh) 互联网业务接入网关的实现方法和系统
US7739389B2 (en) Providing web services from a service environment with a gateway
KR100694871B1 (ko) 무선 개방망에서 모바일 서비스를 위한 게이트웨이 시스템및 그 서비스 방법
US7912207B2 (en) Data messaging during telephony calls
Hwang et al. Uws broker for ubiquitous web services dynamic discovery
KR20070067572A (ko) 웹 서비스의 결합에 의한 비즈니스 프로세스 제공 방법 및시스템

Legal Events

Date Code Title Description
C06 Publication
PB01 Publication
C10 Entry into substantive examination
SE01 Entry into force of request for substantive examination
C41 Transfer of patent application or patent right or utility model
TA01 Transfer of patent application right

Effective date of registration: 20151204

Address after: American California

Applicant after: Green steps on Holdings Co., Ltd of the U.S. second

Address before: American California

Applicant before: Genesys Telecomm Lab Inc.

C14 Grant of patent or utility model
GR01 Patent grant