WO2004017161A3 - High availability voip subsystem - Google Patents

High availability voip subsystem Download PDF

Info

Publication number
WO2004017161A3
WO2004017161A3 PCT/US2003/024124 US0324124W WO2004017161A3 WO 2004017161 A3 WO2004017161 A3 WO 2004017161A3 US 0324124 W US0324124 W US 0324124W WO 2004017161 A3 WO2004017161 A3 WO 2004017161A3
Authority
WO
WIPO (PCT)
Prior art keywords
gateways
high availability
sip
call
pstn
Prior art date
Application number
PCT/US2003/024124
Other languages
French (fr)
Other versions
WO2004017161A2 (en
Inventor
Carl Schoeneberger
Justin Broughton
Michael P Dimitroff
Original Assignee
Nuasis Corp
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 Nuasis Corp filed Critical Nuasis Corp
Priority to AU2003273225A priority Critical patent/AU2003273225A1/en
Priority to EP03755731A priority patent/EP1546841A4/en
Publication of WO2004017161A2 publication Critical patent/WO2004017161A2/en
Publication of WO2004017161A3 publication Critical patent/WO2004017161A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
    • H04L41/5064—Customer relationship management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/222—Monitoring or handling of messages using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/226—Delivery according to priorities
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H04L41/065—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis involving logical or physical relationship, e.g. grouping and hierarchies
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5003—Managing SLA; Interaction between SLA and QoS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/404—Collaboration among agents
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/20—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems
    • H04M2207/203—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems composed of PSTN and data network, e.g. the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer

Abstract

A high availability VoIP system (fig. 1, 100) interfacing with a PSTN (104) or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways (108, 109) coupled to at least one hub (115) and a proxy table and a call restoration table configured in each of the plurality gateways. Further, the present invention is a method of providing a high availability VoIP system wherein the method includes configuring a plurality of gateways between a PSTN and at least one hub of the system, implementing a proxy table and a call restoration table in each of the plurality of gateways, wherein when a call is received by a gateway in the plurality of gateways from the PSTN, the call is divided into a session initiation protocol (SIP) portion and a real time protocol (RTP) portion, and further wherein the SIP portion is sent to a proxy server and the RTP portion is sent to a media server, both being located in the at least one hub and further routed to an endpoint such as a SIP controlled softphone. A further method of the present invention includes routing SIP voice calls through the plurality of gateways using a proxy server priority table.
PCT/US2003/024124 2002-08-16 2003-07-31 High availability voip subsystem WO2004017161A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2003273225A AU2003273225A1 (en) 2002-08-16 2003-07-31 High availability voip subsystem
EP03755731A EP1546841A4 (en) 2002-08-16 2003-07-31 High availability voip subsystem

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US40407602P 2002-08-16 2002-08-16
US60/404,076 2002-08-16
US43597402P 2002-12-20 2002-12-20
US60/435,974 2002-12-20

Publications (2)

Publication Number Publication Date
WO2004017161A2 WO2004017161A2 (en) 2004-02-26
WO2004017161A3 true WO2004017161A3 (en) 2004-05-06

Family

ID=31891421

Family Applications (4)

Application Number Title Priority Date Filing Date
PCT/US2003/024107 WO2004017584A1 (en) 2002-08-16 2003-07-31 Contact center architecture
PCT/US2003/023897 WO2004017550A2 (en) 2002-08-16 2003-07-31 Escalated handling of non-realtime communications
PCT/US2003/024125 WO2004017260A2 (en) 2002-08-16 2003-07-31 Automatic management of the visual space while performing a task
PCT/US2003/024124 WO2004017161A2 (en) 2002-08-16 2003-07-31 High availability voip subsystem

Family Applications Before (3)

Application Number Title Priority Date Filing Date
PCT/US2003/024107 WO2004017584A1 (en) 2002-08-16 2003-07-31 Contact center architecture
PCT/US2003/023897 WO2004017550A2 (en) 2002-08-16 2003-07-31 Escalated handling of non-realtime communications
PCT/US2003/024125 WO2004017260A2 (en) 2002-08-16 2003-07-31 Automatic management of the visual space while performing a task

Country Status (4)

Country Link
US (3) US7012888B2 (en)
EP (2) EP1546841A4 (en)
AU (4) AU2003263957A1 (en)
WO (4) WO2004017584A1 (en)

Families Citing this family (390)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7822188B1 (en) * 1999-04-01 2010-10-26 Callwave, Inc. Methods and apparatus for providing expanded telecommunications service
US7555110B2 (en) 1999-04-01 2009-06-30 Callwave, Inc. Methods and apparatus for providing expanded telecommunications service
CA2328335A1 (en) * 2000-01-24 2001-07-24 Avaya Technology Corp. Automated transaction distribution system and method allowing selection of agents by transaction initiators
WO2001075549A2 (en) * 2000-03-30 2001-10-11 Cygent, Inc. System and method for establishing electronic business systems for supporting communications services commerce
US7688958B2 (en) * 2000-03-31 2010-03-30 Callwave, Inc. Methods and apparatus for providing expanded telecommunications service
US6697858B1 (en) 2000-08-14 2004-02-24 Telephony@Work Call center
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
US7143907B2 (en) * 2001-03-19 2006-12-05 Automated Equipment, Llc. Dispenser assembly including a rotating dispensing carousel
US7283519B2 (en) * 2001-04-13 2007-10-16 Esn, Llc Distributed edge switching system for voice-over-packet multiservice network
US7953219B2 (en) * 2001-07-19 2011-05-31 Nice Systems, Ltd. Method apparatus and system for capturing and analyzing interaction based content
US7728870B2 (en) * 2001-09-06 2010-06-01 Nice Systems Ltd Advanced quality management and recording solutions for walk-in environments
WO2003021927A2 (en) * 2001-09-06 2003-03-13 Nice Systems Ltd. Recording of interactions between a customer and a sales person at a point of sales
US7573421B2 (en) * 2001-09-24 2009-08-11 Nice Systems, Ltd. System and method for the automatic control of video frame rate
US7436887B2 (en) * 2002-02-06 2008-10-14 Playtex Products, Inc. Method and apparatus for video frame sequence-based object tracking
US20050128304A1 (en) * 2002-02-06 2005-06-16 Manasseh Frederick M. System and method for traveler interactions management
EP1472869A4 (en) * 2002-02-06 2008-07-30 Nice Systems Ltd System and method for video content analysis-based detection, surveillance and alarm management
US7761544B2 (en) * 2002-03-07 2010-07-20 Nice Systems, Ltd. Method and apparatus for internal and external monitoring of a transportation vehicle
US7372952B1 (en) 2002-03-07 2008-05-13 Wai Wu Telephony control system with intelligent call routing
US7962644B1 (en) 2002-03-18 2011-06-14 Oracle International Corporation Systems and methods for handling a plurality of communications
US9154906B2 (en) 2002-03-28 2015-10-06 Telecommunication Systems, Inc. Area watcher for wireless network
US7321773B2 (en) * 2002-03-28 2008-01-22 Telecommunication Systems, Inc. Area watcher for wireless network
US8290505B2 (en) 2006-08-29 2012-10-16 Telecommunications Systems, Inc. Consequential location derived information
US7426380B2 (en) * 2002-03-28 2008-09-16 Telecommunication Systems, Inc. Location derived presence information
US7957401B2 (en) 2002-07-05 2011-06-07 Geos Communications, Inc. System and method for using multiple communication protocols in memory limited processors
AU2003263957A1 (en) 2002-08-16 2004-03-03 Nuasis Corporation Contact center architecture
US7230946B2 (en) * 2002-08-16 2007-06-12 Nuasis Corporation Remote agent access method to a VoIP contact center where high QoS is not supported
US7274787B1 (en) 2002-08-16 2007-09-25 Intervoice, Inc. Scheduled return to queue with priority (SRQP)
US8171420B2 (en) * 2002-08-16 2012-05-01 Intervoice, Inc. Automatic management of the visual space while performing a task
US7844907B2 (en) * 2002-10-16 2010-11-30 William Watler System and method for dynamic modification of web content
US20070238455A1 (en) 2006-04-07 2007-10-11 Yinjun Zhu Mobile based area event handling when currently visited network doe not cover area
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US8775511B2 (en) * 2003-02-10 2014-07-08 Open Invention Network, Llc Methods and apparatus for automatically adding a media component to an established multimedia collaboration session
US7142840B1 (en) * 2003-02-20 2006-11-28 Sprint Spectrum L.P. Method and system for multi-network authorization and authentication
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US20060089837A1 (en) * 2003-04-09 2006-04-27 Roy Adar Apparatus, system and method for dispute resolution, regulation compliance and quality management in financial institutions
US9082156B2 (en) * 2005-08-17 2015-07-14 Jeffrey A. Matos Emergency management system
US7782838B2 (en) * 2003-06-24 2010-08-24 Hewlett-Packard Development Company, L.P. Intermediate packetizing of voice data for communication between circuit-switched network nodes
GB0315492D0 (en) * 2003-07-02 2003-08-06 Symbian Ltd A method of enabling a multitasking wireless information device to conserve battery power
US7606217B2 (en) 2003-07-02 2009-10-20 I2 Telecom International, Inc. System and method for routing telephone calls over a voice and data network
WO2005018097A2 (en) * 2003-08-18 2005-02-24 Nice Systems Ltd. Apparatus and method for audio content analysis, marking and summing
US7257214B2 (en) * 2003-08-22 2007-08-14 Hewlett-Packard Development Company, L.P. Low cost migration to a VoIP system
US7849103B2 (en) 2003-09-10 2010-12-07 West Services, Inc. Relationship collaboration system
US8520511B2 (en) * 2003-09-11 2013-08-27 Qualcomm Incorporated Automatic handling of incoming communications at a wireless device
US7460652B2 (en) * 2003-09-26 2008-12-02 At&T Intellectual Property I, L.P. VoiceXML and rule engine based switchboard for interactive voice response (IVR) services
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US20050071212A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Method and apparatus for business time computation in a resource allocation system
US20050071208A1 (en) * 2003-09-29 2005-03-31 Danamichele Brennen Open architecture technology platform having front end administratively driven delivery management system
US7668093B1 (en) 2004-08-05 2010-02-23 Convergys Information Management Group, Inc. Architecture for balancing workload
US7447797B2 (en) * 2003-10-29 2008-11-04 International Business Machines Corporation Method and system for processing a service request associated with a particular priority level of service in a network data processing system using parallel proxies
AU2003276661A1 (en) * 2003-11-05 2005-05-26 Nice Systems Ltd. Apparatus and method for event-driven content analysis
JP4209758B2 (en) * 2003-11-20 2009-01-14 富士通株式会社 Detour communication route design method
US8155297B1 (en) * 2003-12-02 2012-04-10 Jpmorgan Chase Bank System and method for providing call-back options
US20080090546A1 (en) 2006-10-17 2008-04-17 Richard Dickinson Enhanced E911 network access for a call center using session initiation protocol (SIP) messaging
US7356475B2 (en) * 2004-01-05 2008-04-08 Sbc Knowledge Ventures, L.P. System and method for providing access to an interactive service offering
US7848909B2 (en) * 2004-01-14 2010-12-07 Sap Aktiengesellschaft Computing prediction results during an unbroken online interactive session
DE102004002680A1 (en) * 2004-01-19 2005-08-11 Siemens Ag Adapter unit and method
US7676599B2 (en) * 2004-01-28 2010-03-09 I2 Telecom Ip Holdings, Inc. System and method of binding a client to a server
US7729490B2 (en) * 2004-02-12 2010-06-01 Avaya Inc. Post-termination contact management
US8457300B2 (en) 2004-02-12 2013-06-04 Avaya Inc. Instant message contact management in a contact center
US20050180435A1 (en) * 2004-02-17 2005-08-18 Hsu Hung H. Routing protocol device integrated with SIP call server
US7580419B2 (en) * 2004-02-17 2009-08-25 Zyxel Communications Corp Network system integrated with SIP call server and SIP agent client
US7418092B2 (en) * 2004-03-08 2008-08-26 Alto Ventures, Inc. Virtual call center
WO2005086046A1 (en) * 2004-03-10 2005-09-15 Nice Systems Ltd. Apparatus and method for generating a content-based follow up
US8804758B2 (en) 2004-03-11 2014-08-12 Hipcricket, Inc. System and method of media over an internet protocol communication
EP1733492A2 (en) * 2004-03-11 2006-12-20 i2Telecom International, Inc. DYNAMICALLY ADAPTING THE TRANSMISSION RATE OF PACKETS IN REAL-TIME VoIP COMMUNICATIONS TO THE AVAILABLE BANDWIDTH
US20070086584A1 (en) * 2004-03-19 2007-04-19 Pascal Rossini VoIP-Based Call-Center System and Method for Managing Communications in a Computer Network
US7953859B1 (en) 2004-03-31 2011-05-31 Avaya Inc. Data model of participation in multi-channel and multi-party contacts
US8078705B2 (en) * 2004-04-05 2011-12-13 Hewlett-Packard Development Company, L.P. Key-configured topology with connection management
US7995735B2 (en) * 2004-04-15 2011-08-09 Chad Vos Method and apparatus for managing customer data
US20050232408A1 (en) * 2004-04-15 2005-10-20 Hodson Jeffrey D System for contact system entities beyond end-points to track state availability and capabilites by implementing SIP presence technologies
US7519626B2 (en) * 2004-04-21 2009-04-14 Nortel Networks Limited Management of contacts in a network of contact centers
US7616742B2 (en) * 2004-05-06 2009-11-10 Intervoice, Inc. Bandwidth reduction in a VoIP network using music on hold
US7688963B1 (en) * 2004-05-21 2010-03-30 Avaya Inc Apparatus and method for processing call disconnects
US7428535B1 (en) * 2004-06-25 2008-09-23 Apple Inc. Automatic relevance filtering
US20060002403A1 (en) * 2004-06-30 2006-01-05 Glenayre Electronics, Inc. Distributed IP architecture for telecommunications system
US7701929B2 (en) 2004-06-30 2010-04-20 Movius Interactive Distributed telecommunications architecture providing redundant gateways and IP device integration
US7656861B2 (en) * 2004-07-09 2010-02-02 Cisco Technology, Inc. Method and apparatus for interleaving text and media in a real-time transport session
US8738412B2 (en) 2004-07-13 2014-05-27 Avaya Inc. Method and apparatus for supporting individualized selection rules for resource allocation
US8204884B2 (en) * 2004-07-14 2012-06-19 Nice Systems Ltd. Method, apparatus and system for capturing and analyzing interaction based content
US7936861B2 (en) * 2004-07-23 2011-05-03 At&T Intellectual Property I, L.P. Announcement system and method of use
US20060026049A1 (en) * 2004-07-28 2006-02-02 Sbc Knowledge Ventures, L.P. Method for identifying and prioritizing customer care automation
US8165281B2 (en) * 2004-07-28 2012-04-24 At&T Intellectual Property I, L.P. Method and system for mapping caller information to call center agent transactions
WO2006021943A1 (en) * 2004-08-09 2006-03-02 Nice Systems Ltd. Apparatus and method for multimedia content based
US7580837B2 (en) 2004-08-12 2009-08-25 At&T Intellectual Property I, L.P. System and method for targeted tuning module of a speech recognition system
US7782878B2 (en) * 2004-08-16 2010-08-24 I2Telecom Ip Holdings, Inc. System and method for sharing an IP address
US7602898B2 (en) * 2004-08-18 2009-10-13 At&T Intellectual Property I, L.P. System and method for providing computer assisted user support
US8724891B2 (en) * 2004-08-31 2014-05-13 Ramot At Tel-Aviv University Ltd. Apparatus and methods for the detection of abnormal motion in a video stream
US9552599B1 (en) * 2004-09-10 2017-01-24 Deem, Inc. Platform for multi-service procurement
JP2006087016A (en) * 2004-09-17 2006-03-30 Fujitsu Ltd Communication terminal, communication system and communication method
KR100602954B1 (en) * 2004-09-22 2006-07-24 주식회사 아이큐브 Media gateway
US20060062375A1 (en) * 2004-09-23 2006-03-23 Sbc Knowledge Ventures, L.P. System and method for providing product offers at a call center
US7949121B1 (en) * 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7657021B2 (en) * 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7366110B2 (en) * 2004-09-30 2008-04-29 Avaya Technology Corp. Method and apparatus for merging call components during call reconstruction
US7197130B2 (en) * 2004-10-05 2007-03-27 Sbc Knowledge Ventures, L.P. Dynamic load balancing between multiple locations with different telephony system
US7336654B2 (en) * 2004-10-20 2008-02-26 I2Telecom International, Inc. Portable VoIP service access module
US9781274B2 (en) * 2004-10-26 2017-10-03 Cisco Technology, Inc. Providing a proxy server feature at an endpoint
US7668889B2 (en) 2004-10-27 2010-02-23 At&T Intellectual Property I, Lp Method and system to combine keyword and natural language search results
US7657005B2 (en) * 2004-11-02 2010-02-02 At&T Intellectual Property I, L.P. System and method for identifying telephone callers
DE102004053928A1 (en) * 2004-11-05 2006-05-18 Tenovis Gmbh & Co. Kg Method and system control for establishing an IP telephony connection
US7590107B2 (en) * 2004-11-09 2009-09-15 Marshall Peltz TCP/IP transport interface for ISDN telephone
US7822803B2 (en) * 2004-11-12 2010-10-26 Empirix Inc. Testing using asynchronous automated virtual agent behavior
US8072909B2 (en) * 2004-11-15 2011-12-06 Applied Voice & Speech Technologies, Inc. Apparatus and method for notification of a party in a telephone conference
US7724889B2 (en) * 2004-11-29 2010-05-25 At&T Intellectual Property I, L.P. System and method for utilizing confidence levels in automated call routing
US8185590B2 (en) * 2004-12-02 2012-05-22 Microsoft Corporation System and method for replicating offline scheduling transactions from a client to a server
WO2006060744A2 (en) * 2004-12-03 2006-06-08 Convoq, Inc. System and method of initiating an on-line meeting or teleconference via a web page link or a third party application
US8107609B2 (en) 2004-12-06 2012-01-31 Callwave, Inc. Methods and systems for telephony call-back processing
US7242751B2 (en) 2004-12-06 2007-07-10 Sbc Knowledge Ventures, L.P. System and method for speech recognition-enabled automatic call routing
US7864942B2 (en) * 2004-12-06 2011-01-04 At&T Intellectual Property I, L.P. System and method for routing calls
US8494504B2 (en) * 2004-12-06 2013-07-23 Callwave Communications, Llc Methods and systems for telephony processing, including location based call transfers
US7856483B2 (en) 2004-12-10 2010-12-21 Microsoft Corporation Information management systems with time zone information, including event scheduling processes
US7406053B2 (en) * 2004-12-13 2008-07-29 Hewlett-Packard Development Company, L.P. Methods and systems for controlling the number of computations involved in computing the allocation of resources given resource constraints
US20060126808A1 (en) * 2004-12-13 2006-06-15 Sbc Knowledge Ventures, L.P. System and method for measurement of call deflection
US20060126811A1 (en) * 2004-12-13 2006-06-15 Sbc Knowledge Ventures, L.P. System and method for routing calls
US7206582B2 (en) 2004-12-27 2007-04-17 Newstep Networks Inc. Method, system and apparatus for call path reconfiguration
US8462637B1 (en) * 2005-01-04 2013-06-11 Sheridan Ross P.C. Dial plan routing for fragmented networks
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US7627096B2 (en) * 2005-01-14 2009-12-01 At&T Intellectual Property I, L.P. System and method for independently recognizing and selecting actions and objects in a speech recognition system
US7450698B2 (en) * 2005-01-14 2008-11-11 At&T Intellectual Property 1, L.P. System and method of utilizing a hybrid semantic model for speech recognition
CN1809059A (en) * 2005-01-21 2006-07-26 朗迅科技公司 Customer service conversation management method
JP4861713B2 (en) * 2005-02-01 2012-01-25 イーベイ コリア カンパニーリミテッド Intelligent customer service system, intelligent customer service method
US7627109B2 (en) * 2005-02-04 2009-12-01 At&T Intellectual Property I, Lp Call center system for multiple transaction selections
WO2006082591A2 (en) * 2005-02-07 2006-08-10 Nice Systems Ltd. Upgrading performance using aggregated information shared between management systems
US7688804B2 (en) * 2005-02-08 2010-03-30 Aspect Software, Inc. Method of providing fault tolerance in a SIP based contact handling environment
US20060188087A1 (en) * 2005-02-18 2006-08-24 Sbc Knowledge Ventures, Lp System and method for caller-controlled music on-hold
US8130936B2 (en) * 2005-03-03 2012-03-06 At&T Intellectual Property I, L.P. System and method for on hold caller-controlled activities and entertainment
US20070234279A1 (en) * 2005-03-03 2007-10-04 Wally Brill System and method for creating designs for over the phone voice enabled services
US8533473B2 (en) * 2005-03-04 2013-09-10 Oracle America, Inc. Method and apparatus for reducing bandwidth usage in secure transactions
US8005675B2 (en) * 2005-03-17 2011-08-23 Nice Systems, Ltd. Apparatus and method for audio analysis
US20060224710A1 (en) * 2005-03-18 2006-10-05 Price Dana L Hall monitor-method and apparatus for providing contact information and communications capability for an organization
US7933399B2 (en) * 2005-03-22 2011-04-26 At&T Intellectual Property I, L.P. System and method for utilizing virtual agents in an interactive voice response application
US8223954B2 (en) 2005-03-22 2012-07-17 At&T Intellectual Property I, L.P. System and method for automating customer relations in a communications environment
US8565721B2 (en) 2006-10-20 2013-10-22 T-Mobile Usa, Inc. System and method for rating an IP-based wireless telecommunications based on access point
US7792143B1 (en) 2005-03-25 2010-09-07 Cisco Technology, Inc. Method and apparatus for interworking dissimilar text phone protocols over a packet switched network
US10019877B2 (en) * 2005-04-03 2018-07-10 Qognify Ltd. Apparatus and methods for the semi-automatic tracking and examining of an object or an event in a monitored site
US7353034B2 (en) 2005-04-04 2008-04-01 X One, Inc. Location sharing and tracking using mobile phones or other wireless devices
US8565413B2 (en) * 2005-04-05 2013-10-22 Alpine Access, Inc. Softphone
US7852749B2 (en) * 2005-04-06 2010-12-14 Callwave, Inc. Methods and systems for routing telecommunications
US20060245577A1 (en) * 2005-04-27 2006-11-02 Rockwell Electronic Commerce Technologies, Llc System and method for providing agent directed automatic call backs
US8346862B2 (en) * 2005-04-28 2013-01-01 Nokia Corporation Mobile communication terminal and method
US8358774B2 (en) * 2005-05-12 2013-01-22 Aspect Software, Inc. Enterprise-wide occupancy based routing
US7636432B2 (en) * 2005-05-13 2009-12-22 At&T Intellectual Property I, L.P. System and method of determining call treatment of repeat calls
US20060265272A1 (en) * 2005-05-17 2006-11-23 Bosa Patrick A System and methods for re-evaluating historical service conditions after correcting or exempting causal events
US8885812B2 (en) * 2005-05-17 2014-11-11 Oracle International Corporation Dynamic customer satisfaction routing
US7386105B2 (en) * 2005-05-27 2008-06-10 Nice Systems Ltd Method and apparatus for fraud detection
US7657020B2 (en) 2005-06-03 2010-02-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US8005204B2 (en) * 2005-06-03 2011-08-23 At&T Intellectual Property I, L.P. Call routing system and method of using the same
US20060282530A1 (en) * 2005-06-14 2006-12-14 Klein Stephen D Methods and apparatus for end-user based service monitoring
US20070003050A1 (en) * 2005-06-15 2007-01-04 Ebling Maria R Method and system for call to role
US20070019617A1 (en) * 2005-06-30 2007-01-25 Dell Products L.P. Method, system and apparatus for maintaining ownership of service calls within an organization
US8369311B1 (en) 2005-07-01 2013-02-05 Callwave Communications, Llc Methods and systems for providing telephony services to fixed and mobile telephonic devices
US8503641B2 (en) 2005-07-01 2013-08-06 At&T Intellectual Property I, L.P. System and method of automated order status retrieval
US8855107B1 (en) 2005-07-01 2014-10-07 Callwave Communications, Llc Methods and systems for call routing via a telephone number
US8175253B2 (en) * 2005-07-07 2012-05-08 At&T Intellectual Property I, L.P. System and method for automated performance monitoring for a call servicing system
US8660573B2 (en) 2005-07-19 2014-02-25 Telecommunications Systems, Inc. Location service requests throttling
US20070027868A1 (en) * 2005-07-28 2007-02-01 Warner Bros. Entertainment Inc. Database software program and related method for using it
CN100454849C (en) * 2005-08-05 2009-01-21 华为技术有限公司 Fault detecting method in next generation network
US8583466B2 (en) * 2005-08-09 2013-11-12 Oracle International Corporation System and method for routing workflow items based on workflow templates in a call center
US8155294B2 (en) * 2005-08-15 2012-04-10 Microsoft Corporation Associating a telephone call with a dialog based on a computer protocol such as SIP
US8526577B2 (en) * 2005-08-25 2013-09-03 At&T Intellectual Property I, L.P. System and method to access content from a speech-enabled automated system
US7933385B2 (en) 2005-08-26 2011-04-26 Telecommunication Systems, Inc. Emergency alert for voice over internet protocol (VoIP)
US8548157B2 (en) 2005-08-29 2013-10-01 At&T Intellectual Property I, L.P. System and method of managing incoming telephone calls at a call center
US9282451B2 (en) 2005-09-26 2016-03-08 Telecommunication Systems, Inc. Automatic location identification (ALI) service requests steering, connection sharing and protocol translation
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US7907551B2 (en) * 2005-10-06 2011-03-15 Telecommunication Systems, Inc. Voice over internet protocol (VoIP) location based 911 conferencing
US8467320B2 (en) 2005-10-06 2013-06-18 Telecommunication Systems, Inc. Voice over internet protocol (VoIP) multi-user conferencing
US8145190B2 (en) * 2005-10-12 2012-03-27 T-Mobile Usa, Inc. System and method for billing IP-based wireless telecommunications in a converged network
DE602005021113D1 (en) * 2005-10-17 2010-06-17 Hewlett Packard Development Co Communication system and method
US20070091870A1 (en) * 2005-10-20 2007-04-26 Samsung Electronics Co., Ltd. Method and system for releasing a TIF session for a SIP agent when a call process interface handler is interrupted
CN101627591A (en) * 2005-10-24 2010-01-13 格莱珀技术集团公司 System and method for facilitating VOIP communications
US7818662B2 (en) * 2005-11-04 2010-10-19 Microsoft Corporation Integrating line-of-business application data with documents
WO2007061790A2 (en) * 2005-11-18 2007-05-31 Telecommunication Systems, Inc. Voice over internet protocol (voip) mobility detection
US8027457B1 (en) * 2005-12-01 2011-09-27 Cordell Coy Process for automated deployment of natural language
US20070266162A1 (en) * 2005-12-07 2007-11-15 Microsoft Corporation Session initiation protocol redirection for process recycling
US20070140225A1 (en) * 2005-12-21 2007-06-21 Sooner Enhancing Cellular Telephone Capabilities Using a Multi-Channel Network
WO2007086042A2 (en) * 2006-01-25 2007-08-02 Nice Systems Ltd. Method and apparatus for segmentation of audio interactions
GB2434712A (en) * 2006-01-30 2007-08-01 Hewlett Packard Development Co Barring calls from a first network to a second network
US8150363B2 (en) 2006-02-16 2012-04-03 Telecommunication Systems, Inc. Enhanced E911 network access for call centers
US9129290B2 (en) * 2006-02-22 2015-09-08 24/7 Customer, Inc. Apparatus and method for predicting customer behavior
US8396741B2 (en) 2006-02-22 2013-03-12 24/7 Customer, Inc. Mining interactions to manage customer experience throughout a customer service lifecycle
US7761321B2 (en) * 2006-02-22 2010-07-20 24/7 Customer, Inc. System and method for customer requests and contact management
US7996251B2 (en) * 2006-02-22 2011-08-09 24/7 Customer, Inc. System and method for customer requests and contact management
US8165572B1 (en) 2006-02-22 2012-04-24 Callwave, Inc. Methods and systems for call processing in a wireline and wireless network
US8059789B2 (en) 2006-02-24 2011-11-15 Telecommunication Systems, Inc. Automatic location identification (ALI) emergency services pseudo key (ESPK)
US8494152B1 (en) 2006-02-28 2013-07-23 Allstate Insurance Company Systems and methods for automated call-handling and processing
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US9967129B1 (en) * 2006-03-09 2018-05-08 Cisco Technology, Inc. System and method for communicating call information in a sessions initiation protocol (SIP) environment
US8699384B2 (en) * 2006-03-15 2014-04-15 American Teleconferencing Services, Ltd. VOIP conferencing
US8300798B1 (en) 2006-04-03 2012-10-30 Wai Wu Intelligent communication routing system and method
US8055444B2 (en) * 2006-04-04 2011-11-08 Yahoo! Inc. Content display and navigation interface
US8270582B1 (en) 2006-04-05 2012-09-18 Callwave, Inc. Methods and systems for routing calls
US7747568B2 (en) 2006-04-07 2010-06-29 Microsoft Corporation Integrated user interface
US8156493B2 (en) * 2006-04-12 2012-04-10 The Mathworks, Inc. Exception handling in a concurrent computing process
US20070263837A1 (en) * 2006-04-21 2007-11-15 Bellsouth Intellectual Property Corporation Methods and systems for setting up a call center
US8725518B2 (en) 2006-04-25 2014-05-13 Nice Systems Ltd. Automatic speech analysis
US8228920B2 (en) * 2006-05-01 2012-07-24 Agere Systems Inc. High-throughput scheduler with guaranteed fairness for wireless networks and other applications
US8532266B2 (en) 2006-05-04 2013-09-10 Telecommunication Systems, Inc. Efficient usage of emergency services keys
US8208605B2 (en) 2006-05-04 2012-06-26 Telecommunication Systems, Inc. Extended efficient usage of emergency services keys
US8135125B2 (en) * 2006-05-10 2012-03-13 Microsoft Corporation Multi-party information analysis in a VoIP system
US8050255B2 (en) * 2006-05-10 2011-11-01 Microsoft Corporation Routing a VoIP call with contextual information
WO2007135656A1 (en) 2006-05-18 2007-11-29 Nice Systems Ltd. Method and apparatus for combining traffic analysis and monitoring center in lawful interception
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US7983247B2 (en) * 2006-05-31 2011-07-19 Microsoft Corporation Metadata collection
US8804694B2 (en) * 2006-06-08 2014-08-12 At&T Intellectual Property Ii, L.P. Method and apparatus for invoking multimodal interaction in a VOIP call
US8582750B2 (en) * 2006-07-31 2013-11-12 Cisco Technology, Inc. Connection recovery in a call center
US20080063178A1 (en) * 2006-08-16 2008-03-13 Sbc Knowledge Ventures, L.P. Agent call flow monitoring and evaluation
US9025587B2 (en) * 2006-08-16 2015-05-05 Microsoft Technology Licensing Auto answer in voice over internet protocol
US8780925B2 (en) 2006-08-17 2014-07-15 Fonality, Inc. Mobile use of a PBX system
US9548883B2 (en) * 2006-08-31 2017-01-17 Microsoft Technology Licensing, Llc Support incident routing
US8577916B1 (en) 2006-09-01 2013-11-05 Avaya Inc. Search-based contact initiation method and apparatus
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
US20080086542A1 (en) * 2006-10-04 2008-04-10 Title Resource Group, Llc System and method for communicating document information
US8548447B1 (en) 2006-10-06 2013-10-01 Callwave Communications, Llc Methods and systems for blocking unwanted telecommunications
US7822605B2 (en) 2006-10-19 2010-10-26 Nice Systems Ltd. Method and apparatus for large population speaker identification in telephone interactions
US8351420B2 (en) 2006-10-23 2013-01-08 T-Mobile Usa, Inc. Maintenance of subscriber history for service support applications in an IP-based telecommunications system
US7631046B2 (en) * 2006-10-26 2009-12-08 Nice Systems, Ltd. Method and apparatus for lawful interception of web based messaging communication
US8630191B2 (en) * 2006-11-01 2014-01-14 Microsoft Corporation Device selection for broadcast messages
US7966013B2 (en) 2006-11-03 2011-06-21 Telecommunication Systems, Inc. Roaming gateway enabling location based services (LBS) roaming for user plane in CDMA networks without requiring use of a mobile positioning center (MPC)
US8223953B2 (en) * 2006-11-17 2012-07-17 At&T Intellectual Property I, L.P. Methods, systems, and computer program products for rule-based direction of customer service calls
JP4410236B2 (en) * 2006-11-28 2010-02-03 株式会社東芝 Telephone system and call control method thereof
US9332120B1 (en) * 2006-11-30 2016-05-03 Sprint Communications Company L.P. Dialing rule determining and application in a communication system
US20080130865A1 (en) * 2006-12-01 2008-06-05 International Business Machines Corporation Call hold enhancement for improved user feedback
US20080144800A1 (en) * 2006-12-13 2008-06-19 Robert Donnelly Interactive Application Call Center Method and System
US7577246B2 (en) * 2006-12-20 2009-08-18 Nice Systems Ltd. Method and system for automatic quality evaluation
US7694313B2 (en) * 2006-12-22 2010-04-06 Palm, Inc. Terminating device and a method of operating a terminating device configured to communicate availability status directly between terminating devices
US7685608B2 (en) * 2006-12-22 2010-03-23 Palm, Inc. Data processing apparatus and a method of operating data processing apparatus for generating representations of availability status for application programs
US7715859B2 (en) * 2006-12-22 2010-05-11 Palm, Inc. Presence engine and a method of operating a presence engine for encoding or decoding availability status into a signal representative of an audio signal
US20080153427A1 (en) * 2006-12-22 2008-06-26 Palm, Inc. Data Processing Apparatus and a Method of Operating Data Processing Apparatus for Setting a State of a User Application
ES2401975T3 (en) * 2006-12-29 2013-04-25 Telecom Italia S.P.A. Conference during which the mixing is subject to temporary control by a representation device
US20080189171A1 (en) * 2007-02-01 2008-08-07 Nice Systems Ltd. Method and apparatus for call categorization
WO2008097500A1 (en) * 2007-02-06 2008-08-14 Telecommunication Systems, Inc. Voice over internet protocol (voip) location based commercial prospect conferencing
US8571853B2 (en) 2007-02-11 2013-10-29 Nice Systems Ltd. Method and system for laughter detection
US8050386B2 (en) 2007-02-12 2011-11-01 Telecommunication Systems, Inc. Mobile automatic location identification (ALI) for first responders
US9055150B2 (en) * 2007-02-28 2015-06-09 International Business Machines Corporation Skills based routing in a standards based contact center using a presence server and expertise specific watchers
US8098810B2 (en) 2007-03-09 2012-01-17 Fonality, Inc. Intelligent presence management in a communication routing system
US8693659B2 (en) * 2007-03-09 2014-04-08 Fonality, Inc. System and method for centralized presence management of local and remote users
US8107613B2 (en) * 2007-03-23 2012-01-31 Avaya Inc. Context recovery for call center agents
US8233492B1 (en) * 2007-03-27 2012-07-31 Cisco Technology, Inc. Voice gateway failure decoder
US8149269B2 (en) * 2007-04-10 2012-04-03 West Corporation Emergency services call delivery from a legacy communications device to a VoIP PSAP
US8379832B1 (en) 2007-05-03 2013-02-19 Fonality, Inc. Universal queuing for inbound communications
US20080288621A1 (en) * 2007-05-18 2008-11-20 Snell Dustin M Agent workflow system and method
US10097695B2 (en) 2007-08-10 2018-10-09 Fonality, Inc. System and method for providing carrier-independent VoIP communication
US8260619B1 (en) 2008-08-22 2012-09-04 Convergys Cmg Utah, Inc. Method and system for creating natural language understanding grammars
US9626647B2 (en) * 2007-08-31 2017-04-18 Red Hat, Inc. Providing a contact service
US20090063175A1 (en) * 2007-08-31 2009-03-05 Jason Hibbets Methods and systems for providing multiple support options
US20090077243A1 (en) * 2007-09-14 2009-03-19 Dinesh Garg Conversation recovery method
US20090077077A1 (en) * 2007-09-18 2009-03-19 Gerhard Geldenbott Optimal selection of MSAG address for valid civic/postal address
US8023637B2 (en) * 2007-10-01 2011-09-20 Convergys Cmg Utah, Inc. Method and system for hierarchy based contact routing
US9083722B2 (en) * 2007-10-05 2015-07-14 Qualcomm Incorporated Session initiation protocol registration with ping
US9049051B2 (en) 2007-10-10 2015-06-02 Microsoft Technology Licensing, Llc Techniques to access messaging services for branch offices
US8504048B2 (en) 2007-12-17 2013-08-06 Geos Communications IP Holdings, Inc., a wholly owned subsidiary of Augme Technologies, Inc. Systems and methods of making a call
US10540712B2 (en) 2008-02-08 2020-01-21 The Pnc Financial Services Group, Inc. User interface with controller for selectively redistributing funds between accounts
US8576991B2 (en) 2008-03-19 2013-11-05 Telecommunication Systems, Inc. End-to-end logic tracing of complex call flows in a distributed call system
US8401938B1 (en) 2008-05-12 2013-03-19 The Pnc Financial Services Group, Inc. Transferring funds between parties' financial accounts
US8751385B1 (en) 2008-05-15 2014-06-10 The Pnc Financial Services Group, Inc. Financial email
US7903587B2 (en) 2008-05-30 2011-03-08 Telecommunication Systems, Inc. Wireless emergency services protocols translator between ansi-41 and VoIP emergency services protocols
US20090307001A1 (en) * 2008-06-10 2009-12-10 Oracle International Corporation Crm client architecture conducive to interaction with other applications executing in the same client system
EP2139215A1 (en) * 2008-06-26 2009-12-30 Alcatel Lucent Method to route, to address and to receive a communication in a contact center, caller endpoint, communication server, document server for these methods
US20100010823A1 (en) * 2008-07-14 2010-01-14 Ebay Inc. Systems and methods for network based customer service
US8068587B2 (en) * 2008-08-22 2011-11-29 Telecommunication Systems, Inc. Nationwide table routing of voice over internet protocol (VOIP) emergency calls
US10467568B1 (en) * 2008-10-20 2019-11-05 Amazon Technologies, Inc. Scalable workflow processing
US7839801B2 (en) * 2008-12-12 2010-11-23 Verizon Patent And Licensing Inc. Distributing customer location access links across network provider nodes during network planning
US7778191B2 (en) * 2008-12-12 2010-08-17 Mitel Networks Corporation System and method for fast detection of communication path failures
WO2010074740A1 (en) * 2008-12-24 2010-07-01 Telecommunication Systems, Inc. Point of interest (poi) navigation search using business hours
US8719386B2 (en) * 2009-01-08 2014-05-06 Fonality, Inc. System and method for providing configuration synchronicity
US8159935B1 (en) * 2009-01-12 2012-04-17 Shoretel, Inc. Failover system and method for IP telephony
US10891036B1 (en) 2009-01-30 2021-01-12 The Pnc Financial Services Group, Inc. User interfaces and system including same
US8965798B1 (en) 2009-01-30 2015-02-24 The Pnc Financial Services Group, Inc. Requesting reimbursement for transactions
US9443244B2 (en) * 2009-03-16 2016-09-13 Fonality, Inc. System and method for utilizing customer data in a communication system
US10318922B2 (en) 2009-03-16 2019-06-11 Fonality, Inc. System and method for automatic insertion of call intelligence in an information system
US9301191B2 (en) 2013-09-20 2016-03-29 Telecommunication Systems, Inc. Quality of service to over the top applications used with VPN
US9285869B2 (en) * 2009-05-05 2016-03-15 Suboti, Llc System, method and computer readable medium for invoking applications
US20100287131A1 (en) * 2009-05-11 2010-11-11 Hartford Fire Insurance Company System and method for dynamic multi-platform handler assignment
US9124431B2 (en) * 2009-05-14 2015-09-01 Microsoft Technology Licensing, Llc Evidence-based dynamic scoring to limit guesses in knowledge-based authentication
US8856879B2 (en) 2009-05-14 2014-10-07 Microsoft Corporation Social authentication for account recovery
US8964958B2 (en) * 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US20100324961A1 (en) * 2009-06-23 2010-12-23 Verizon Patent And Licensing Inc. Method and system of providing service assistance using a hierarchical order of communication channels
US20110044320A1 (en) * 2009-08-21 2011-02-24 Avaya Inc. Mechanism for fast evaluation of policies in work assignment
US8306839B2 (en) * 2009-08-28 2012-11-06 Accenture Global Services Limited Labor resource decision support system
US8385533B2 (en) * 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8898317B1 (en) * 2009-12-02 2014-11-25 Adtran, Inc. Communications system and related method of distributing media
US20110145032A1 (en) * 2009-12-14 2011-06-16 William Nathan Stearns Workforce management system for forecasting and scheduling work items that cross intervals
US8565411B2 (en) * 2009-12-23 2013-10-22 24/7 Customer, Inc. Method and apparatus for optimizing customer service across multiple channels
EP2509272B1 (en) * 2009-12-25 2018-07-18 ZTE Corporation Method and system for implementing call by media gateway
US8306212B2 (en) 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US9609136B1 (en) * 2010-02-23 2017-03-28 West Corporation Call steering in a call center system
US20140254790A1 (en) 2013-03-07 2014-09-11 Avaya Inc. System and method for selecting agent in a contact center for improved call routing
US8780115B1 (en) 2010-04-06 2014-07-15 The Pnc Financial Services Group, Inc. Investment management marketing tool
US8791949B1 (en) 2010-04-06 2014-07-29 The Pnc Financial Services Group, Inc. Investment management marketing tool
US20110255682A1 (en) * 2010-04-14 2011-10-20 Avaya Inc. High performance queueless contact center
US8619968B2 (en) * 2010-04-14 2013-12-31 Avaya Inc. View and metrics for a queueless contact center
US9571654B2 (en) 2010-04-14 2017-02-14 Avaya Inc. Bitmaps for next generation contact center
US8634543B2 (en) * 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center
US8670550B2 (en) * 2010-04-14 2014-03-11 Avaya Inc. Automated mechanism for populating and maintaining data structures in a queueless contact center
CA2743680C (en) 2010-06-18 2015-09-29 Indosoft Inc. Method and system for fail-safe call survival
US8417614B1 (en) 2010-07-02 2013-04-09 The Pnc Financial Services Group, Inc. Investor personality tool
US11475524B1 (en) 2010-07-02 2022-10-18 The Pnc Financial Services Group, Inc. Investor retirement lifestyle planning tool
US11475523B1 (en) 2010-07-02 2022-10-18 The Pnc Financial Services Group, Inc. Investor retirement lifestyle planning tool
US8423444B1 (en) 2010-07-02 2013-04-16 The Pnc Financial Services Group, Inc. Investor personality tool
US8644487B2 (en) 2010-07-20 2014-02-04 Avaya, Inc. Routing of contacts based on predicted escalation time
US8688087B2 (en) 2010-12-17 2014-04-01 Telecommunication Systems, Inc. N-dimensional affinity confluencer
US8942743B2 (en) 2010-12-17 2015-01-27 Telecommunication Systems, Inc. iALERT enhanced alert manager
US20130170637A1 (en) * 2010-12-27 2013-07-04 Avaya Inc. System and method for providing personalization badges for enhanced customer service experience
US20120278513A1 (en) * 2011-02-01 2012-11-01 Michel Prevost Priority scheduling for multi-channel context aware communication technology
US20120197678A1 (en) * 2011-02-01 2012-08-02 Herbert Ristock Methods and Apparatus for Managing Interaction Processing
US20120219144A1 (en) * 2011-02-25 2012-08-30 International Business Machines Corporation Virtualizing human agents across multiple locations
US8321316B1 (en) 2011-02-28 2012-11-27 The Pnc Financial Services Group, Inc. Income analysis tools for wealth management
US8374940B1 (en) 2011-02-28 2013-02-12 The Pnc Financial Services Group, Inc. Wealth allocation analysis tools
US9665908B1 (en) 2011-02-28 2017-05-30 The Pnc Financial Services Group, Inc. Net worth analysis tools
US9852470B1 (en) 2011-02-28 2017-12-26 The Pnc Financial Services Group, Inc. Time period analysis tools for wealth management transactions
US10733570B1 (en) 2011-04-19 2020-08-04 The Pnc Financial Services Group, Inc. Facilitating employee career development
WO2012160773A1 (en) * 2011-05-24 2012-11-29 日本電気株式会社 Communication processing system, communication processing method, communication processing device and control method and control program thereof
US9031223B2 (en) 2011-05-25 2015-05-12 Echopass Corporation Systems and methods for managing multi-tenant callback services
US8843851B1 (en) * 2011-07-28 2014-09-23 Intuit Inc. Proactive chat support
US9042265B1 (en) * 2011-09-16 2015-05-26 Advanced Messaging Technologies, Inc. Workload balancing technique for a telephone communication system
US9479344B2 (en) 2011-09-16 2016-10-25 Telecommunication Systems, Inc. Anonymous voice conversation
US9313637B2 (en) 2011-12-05 2016-04-12 Telecommunication Systems, Inc. Wireless emergency caller profile data delivery over a legacy interface
US9264537B2 (en) 2011-12-05 2016-02-16 Telecommunication Systems, Inc. Special emergency call treatment based on the caller
US8984591B2 (en) 2011-12-16 2015-03-17 Telecommunications Systems, Inc. Authentication via motion of wireless device movement
US9384339B2 (en) 2012-01-13 2016-07-05 Telecommunication Systems, Inc. Authenticating cloud computing enabling secure services
US10169812B1 (en) 2012-01-20 2019-01-01 The Pnc Financial Services Group, Inc. Providing financial account information to users
US9310888B2 (en) 2012-03-16 2016-04-12 Microsoft Technology Licensing, Llc Multimodal layout and rendering
US8688684B2 (en) 2012-04-06 2014-04-01 Avaya Inc. Qualifier set creation for work assignment engine
US20130318533A1 (en) * 2012-04-10 2013-11-28 Alexander Aghassipour Methods and systems for presenting and assigning tasks
US9338153B2 (en) 2012-04-11 2016-05-10 Telecommunication Systems, Inc. Secure distribution of non-privileged authentication credentials
US9208346B2 (en) 2012-09-05 2015-12-08 Telecommunication Systems, Inc. Persona-notitia intellection codifier
US20140156326A1 (en) * 2012-11-30 2014-06-05 Avaya Inc. System and method for automating and improving self service experience
US9148519B1 (en) 2013-01-02 2015-09-29 8X8, Inc. Intelligent media relay selection
US9473452B1 (en) * 2013-01-02 2016-10-18 8X8, Inc. NAT traversal in VoIP communication system
US10277741B2 (en) 2013-03-15 2019-04-30 Genesys Telecommunications Laboratories, Inc. System and method for transmitting signaling and media from a hybrid contact center operations environment
US9591137B2 (en) 2013-03-15 2017-03-07 Genesys Telecommunications Laboratories, Inc. System and method for providing contact center services in a hybrid operations environment
KR101971411B1 (en) * 2013-03-15 2019-08-13 그린에덴 유.에스. 홀딩스 Ii, 엘엘씨 Hybrid cloud architecture with optimized local delivery
US9948782B2 (en) 2013-03-15 2018-04-17 Genesys Telecommunications Laboratories, Inc. Hybrid cloud architecture with optimized local delivery
US10154143B2 (en) 2013-03-15 2018-12-11 Genesys Telecommunications Laboratories, Inc. System and method for dynamically selecting a dial plan
US9559939B2 (en) * 2013-03-15 2017-01-31 Genesys Telecommunications Laboratories, Inc. System and method for handling resource failure in a hybrid contact center operations environment
US20140324995A1 (en) * 2013-04-27 2014-10-30 Xiaolong ZHANG Notifying a public user in instant messaging
US9247064B2 (en) * 2013-07-12 2016-01-26 Verizon Patent And Licensing Inc. Tiered call routing
US9723075B2 (en) * 2013-09-13 2017-08-01 Incontact, Inc. Systems and methods for data synchronization management between call centers and CRM systems
CN105793923A (en) * 2013-09-20 2016-07-20 亚马逊技术股份有限公司 Local and remote speech processing
US9912636B1 (en) 2013-11-29 2018-03-06 8X8, Inc. NAT traversal in VoIP communication system
US9374468B2 (en) * 2013-12-09 2016-06-21 Avaya Inc. Inbound contact center call disconnect buffer
US9762533B2 (en) * 2013-12-20 2017-09-12 Futurewei Technologies, Inc. Method of IMS (SIP network) webRTC optimized P2P communication
US20150347421A1 (en) * 2014-05-29 2015-12-03 Avaya Inc. Graph database for a contact center
US9954770B2 (en) 2014-10-07 2018-04-24 At&T Intellectual Property I, L.P. Rerouting tunnel traffic in communication networks
AU2015343339A1 (en) 2014-11-03 2017-06-15 Genentech, Inc. Methods and biomarkers for predicting efficacy and evaluation of an OX40 agonist treatment
US9516169B2 (en) * 2014-12-05 2016-12-06 Avaya Inc. Automatic contact center expansion and contraction
US9298355B1 (en) 2015-03-23 2016-03-29 Dropbox, Inc. Content item templates
US10084919B2 (en) * 2015-08-20 2018-09-25 Avaya Inc. System and method for agent driven system training
US11824827B1 (en) 2016-04-13 2023-11-21 8X8, Inc. Region-based network address translation
US11157843B1 (en) * 2016-05-31 2021-10-26 United Services Automobile Association (Usaa) Pull-based routing for service sessions
US10484428B2 (en) 2016-06-09 2019-11-19 LGS Innovations LLC Methods and systems for securing VPN cloud servers
US10637890B2 (en) 2016-06-09 2020-04-28 LGS Innovations LLC Methods and systems for establishment of VPN security policy by SDN application
US10165114B1 (en) * 2016-06-23 2018-12-25 8X8, Inc. Intelligent call handling and routing
US11647087B1 (en) 2016-06-23 2023-05-09 8X8, Inc. Intelligent call handling and routing
US20180007102A1 (en) * 2016-07-01 2018-01-04 At&T Intellectual Property I, Lp System and method for transition between customer care resource modes
US9871922B1 (en) 2016-07-01 2018-01-16 At&T Intellectual Property I, L.P. Customer care database creation system and method
US10200536B2 (en) 2016-07-01 2019-02-05 At&T Intellectual Property I, L.P. Omni channel customer care system and method
US9876909B1 (en) 2016-07-01 2018-01-23 At&T Intellectual Property I, L.P. System and method for analytics with automated whisper mode
US10298752B1 (en) * 2016-09-29 2019-05-21 Fuze, Inc. Unified communication system
US10776755B2 (en) 2016-12-29 2020-09-15 Dropbox, Inc. Creating projects in a content management system
US10970656B2 (en) 2016-12-29 2021-04-06 Dropbox, Inc. Automatically suggesting project affiliations
US10402786B2 (en) 2016-12-30 2019-09-03 Dropbox, Inc. Managing projects in a content management system
US10439895B2 (en) 2017-01-31 2019-10-08 Salesforce.Com, Inc. Dynamic selection of channels for incoming communication
US10499250B2 (en) 2017-06-22 2019-12-03 William Turner RF client for implementing a hyper distribution communications protocol and maintaining a decentralized, distributed database among radio nodes
US10547916B1 (en) * 2017-06-23 2020-01-28 8X8, Inc. Customization of emergency notifications for telecommunications services
US10142476B1 (en) * 2017-09-08 2018-11-27 Ujet, Inc. Call reconnection
CN107968703B (en) * 2017-11-29 2019-12-24 清华大学 Transmission processing method, device, electronic equipment and storage medium
CN108093149A (en) * 2017-12-25 2018-05-29 平安科技（深圳）有限公司 Exclusive pond distribution method, electronic device and the computer readable storage medium of attending a banquet
US11226939B2 (en) 2017-12-29 2022-01-18 Dropbox, Inc. Synchronizing changes within a collaborative content management system
US11050658B2 (en) 2018-09-14 2021-06-29 Cisco Technology, Inc. IOAM-based quality of experience propagation to endpoints and seamless switchover to alternate call path
US20200234221A1 (en) * 2019-01-23 2020-07-23 International Business Machines Corporation Implementing individual customized task priorization based on real-time context
US20210117882A1 (en) * 2019-10-16 2021-04-22 Talkdesk, Inc Systems and methods for workforce management system deployment
US10897539B1 (en) * 2019-10-31 2021-01-19 Talkdesk Inc. Method for visual-based programming of self-service workflow
US11790411B1 (en) 2019-11-29 2023-10-17 Wells Fargo Bank, N.A. Complaint classification in customer communications using machine learning models
US11736615B2 (en) 2020-01-16 2023-08-22 Talkdesk, Inc. Method, apparatus, and computer-readable medium for managing concurrent communications in a networked call center
US11368588B1 (en) * 2020-05-20 2022-06-21 Amazon Technologies, Inc. Dynamic communication routing at contact centers
RU2755781C1 (en) * 2020-06-04 2021-09-21 Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк) Intelligent workstation of the operator and method for interaction thereof for interactive support of a customer service session
US11442601B2 (en) 2020-06-18 2022-09-13 T-Mobile Usa, Inc. Computer desktop that dynamically adapts to a live multi-channel audio stream, such as for use with wireless telecommunications customer service agents
US11405506B2 (en) * 2020-06-29 2022-08-02 Avaya Management L.P. Prompt feature to leave voicemail for appropriate attribute-based call back to customers
US11405356B2 (en) * 2020-08-24 2022-08-02 Cisco Technology, Inc. Resolving media deadlocks using stun
JP2023547325A (en) * 2020-09-30 2023-11-10 ジェネシス クラウド サービシーズ インコーポレイテッド Method and system for dynamic adaptive routing of deferrable work in a contact center
US11645449B1 (en) 2020-12-04 2023-05-09 Wells Fargo Bank, N.A. Computing system for data annotation
US11677875B2 (en) 2021-07-02 2023-06-13 Talkdesk Inc. Method and apparatus for automated quality management of communication records
US11856140B2 (en) 2022-03-07 2023-12-26 Talkdesk, Inc. Predictive communications system
US11736616B1 (en) 2022-05-27 2023-08-22 Talkdesk, Inc. Method and apparatus for automatically taking action based on the content of call center communications
US11943391B1 (en) 2022-12-13 2024-03-26 Talkdesk, Inc. Method and apparatus for routing communications within a contact center

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5613068A (en) * 1994-06-17 1997-03-18 International Business Machines Corporation Method for transferring data between processors on a network by establishing an address space for each processor in each other processor's
US6201804B1 (en) * 1998-02-17 2001-03-13 Genesys Telecomunications Laboratories, Inc. Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement
US6212565B1 (en) * 1998-08-26 2001-04-03 Sun Microsystems, Inc. Apparatus and method for improving performance of proxy server arrays that use persistent connections
US6377568B1 (en) * 1996-11-20 2002-04-23 Netspeak Corporation Method and apparatus for performing call matching for internet telephones in legacy call centers
US6434143B1 (en) * 1999-11-08 2002-08-13 Mci Worldcom, Inc. Internet protocol telephony voice/video message deposit and retrieval

Family Cites Families (91)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US195753A (en) * 1877-10-02 Improvement in portable hot-air or vapor baths
US5390A (en) * 1847-12-11 Improvement in sofa-tables
US18702A (en) * 1857-11-24 Shelving fob cubing and stobing cheese
US5282243A (en) 1990-07-03 1994-01-25 At&T Bell Laboratories Recording of automatic number identification to identify lost customers
US5483582A (en) * 1991-12-12 1996-01-09 Messager Partners Applications platform for a telephone system gateway interface
US5390295A (en) 1991-12-20 1995-02-14 International Business Machines Corporation Method and apparatus for proportionally displaying windows on a computer display screen
US6173052B1 (en) * 1992-06-25 2001-01-09 Apropros Technology Blending communications in a call center
US5325423A (en) * 1992-11-13 1994-06-28 Multimedia Systems Corporation Interactive multimedia communication system
CA2095448C (en) * 1993-05-04 1998-05-05 Phillip J. Beaudet Window management system utilizing icons and miniature windows
US5459780A (en) * 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
US5488411A (en) * 1994-03-14 1996-01-30 Multimedia Systems Corporation Interactive system for a closed cable network
US5530744A (en) * 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
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
US5612730A (en) * 1995-03-03 1997-03-18 Multimedia Systems Corporation Interactive system for a closed cable network
US5619631A (en) * 1995-06-07 1997-04-08 Binaryblitz Method and apparatus for data alteration by manipulation of representational graphs
US5835126A (en) * 1996-03-15 1998-11-10 Multimedia Systems Corporation Interactive system for a closed cable network which includes facsimiles and voice mail on a display
US6263066B1 (en) 1997-02-06 2001-07-17 Genesys Telecommunications Laboratories, Inc. Multimedia managing and prioritized queuing system integrated with intelligent routing capability
US6219648B1 (en) * 1997-03-31 2001-04-17 Sbc Technology Resources, Inc. Apparatus and method for monitoring progress of customer generated trouble tickets
US6046762A (en) * 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US6094479A (en) * 1997-05-06 2000-07-25 Telefonaktiebolaget Lm Ericsson Computer telephony integration gateway
US6144667A (en) * 1997-08-07 2000-11-07 At&T Corp. Network-based method and apparatus for initiating and completing a telephone call via the internet
US6678718B1 (en) * 1997-08-29 2004-01-13 Aspect Communications Corporation Method and apparatus for establishing connections
US6188673B1 (en) * 1997-09-02 2001-02-13 Avaya Technology Corp. Using web page hit statistics to anticipate call center traffic
US6301480B1 (en) * 1997-09-05 2001-10-09 @Track Communications, Inc. System and method for communicating using a voice network and a data network
CA2304214C (en) * 1997-09-16 2006-05-23 Transnexus, Llc Internet telephony call routing engine
US5903642A (en) * 1997-09-24 1999-05-11 Call-A-Guide, Inc. Method for eliminating telephone hold time
US6337858B1 (en) * 1997-10-10 2002-01-08 Nortel Networks Limited Method and apparatus for originating voice calls from a data network
US6188761B1 (en) * 1997-10-21 2001-02-13 Mci Communications Corporation System and method for providing operator and customer services
US6046741A (en) 1997-11-21 2000-04-04 Hewlett-Packard Company Visual command sequence desktop agent
US6122364A (en) * 1997-12-02 2000-09-19 Nortel Networks Corporation Internet network call center
US6225998B1 (en) * 1997-12-02 2001-05-01 Aspect Communications Visual design of workflows for transaction processing
US6430174B1 (en) * 1997-12-26 2002-08-06 Nortel Networks Ltd. Communication system supporting simultaneous voice and multimedia communications and method of operation therefore
US6704409B1 (en) * 1997-12-31 2004-03-09 Aspect Communications Corporation Method and apparatus for processing real-time transactions and non-real-time transactions
US6072486A (en) * 1998-01-13 2000-06-06 Microsoft Corporation System and method for creating and customizing a deskbar
US6330326B1 (en) * 1998-03-27 2001-12-11 At&T Corp. Dynamic staffing of service centers to provide substantially zero-delay service
US6266058B1 (en) * 1998-09-08 2001-07-24 Hewlett Packard Company Apparatus and method for linking browser bars with active documents for a browser
US6141341A (en) * 1998-09-09 2000-10-31 Motorola, Inc. Voice over internet protocol telephone system and method
US6529499B1 (en) * 1998-09-22 2003-03-04 Lucent Technologies Inc. Method for providing quality of service for delay sensitive traffic over IP networks
US6704412B1 (en) * 1998-09-24 2004-03-09 Bechtel Bwxt Idaho, Llc Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
GB2342529B (en) * 1998-10-05 2003-06-04 Hewlett Packard Co Call Centre
US6289001B1 (en) * 1998-10-15 2001-09-11 Telcordia Technologies, Inc. System and method for ATM proxy signaling
US6400804B1 (en) * 1998-12-10 2002-06-04 At&T Corp. On-hold activity selection apparatus and method
US6665395B1 (en) * 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US6744761B1 (en) 1998-12-28 2004-06-01 Nortel Networks Limited Workflow manager
US6445695B1 (en) * 1998-12-31 2002-09-03 Nortel Networks Limited System and method for supporting communications services on behalf of a communications device which cannot provide those services itself
US6298383B1 (en) * 1999-01-04 2001-10-02 Cisco Technology, Inc. Integration of authentication authorization and accounting service and proxy service
JP4137264B2 (en) * 1999-01-05 2008-08-20 株式会社日立製作所 Database load balancing method and apparatus for implementing the same
JP3689580B2 (en) * 1999-01-29 2005-08-31 株式会社日立製作所 Internet telephone connection method, bandwidth management device, and gatekeeper device
US6674713B1 (en) * 1999-02-23 2004-01-06 Cisco Technology, Inc. Method and apparatus for providing continuous voice and call communications between a data network and a telephony network
US6584191B1 (en) * 1999-08-27 2003-06-24 Aspect Communications Corporation Staffing-based percentage-allocation routing using real-time data
GB9905509D0 (en) * 1999-03-10 1999-05-05 Northern Telecom Ltd Label switched media gateway and network
US6590596B1 (en) * 1999-05-21 2003-07-08 Gateway, Inc. Right click for task bar content
US6574218B1 (en) * 1999-05-25 2003-06-03 3Com Corporation Method and system for spatially disjoint joint source and channel coding for high-quality real-time multimedia streaming over connection-less networks via circuit-switched interface links
US6404746B1 (en) * 1999-07-13 2002-06-11 Intervoice Limited Partnership System and method for packet network media redirection
US6615235B1 (en) * 1999-07-22 2003-09-02 International Business Machines Corporation Method and apparatus for cache coordination for multiple address spaces
US6611590B1 (en) * 1999-07-30 2003-08-26 Avaya Technology Corp. Enterprise-wide intelligent call center routing
US6542475B1 (en) * 1999-08-09 2003-04-01 At&T Corp. Method and system for providing enhanced call service features at remote locations
US6639982B1 (en) * 1999-08-12 2003-10-28 Six Sigma, Inc. Method and apparatus for agent forcing and call distribution for large team call servicing
US6493695B1 (en) * 1999-09-29 2002-12-10 Oracle Corporation Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types
US6366577B1 (en) * 1999-11-05 2002-04-02 Mci Worldcom, Inc. Method for providing IP telephony with QoS using end-to-end RSVP signaling
WO2001035601A1 (en) * 1999-11-10 2001-05-17 Rainfinity, Inc. Distributed traffic controlling system and method for network data
US6687251B1 (en) 1999-12-08 2004-02-03 Nortel Networks Limited Method and apparatus for distributed MTP Level 2 architecture
US6771765B1 (en) * 1999-12-29 2004-08-03 Nortel Networks Limited Multimedia queuing in a customer contact or call center
US6633635B2 (en) * 1999-12-30 2003-10-14 At&T Corp. Multiple call waiting in a packetized communication system
US6678265B1 (en) * 1999-12-30 2004-01-13 At&T Corp. Local number portability database for on-net IP call
US6741698B1 (en) * 2000-01-27 2004-05-25 Avaya Technology Corp. Call management system using dynamic threshold adjustment
US6724884B2 (en) * 2000-01-27 2004-04-20 Avaya Technology Corp. Call management system using fast response dynamic threshold adjustment
US6421674B1 (en) * 2000-02-15 2002-07-16 Nortel Networks Limited Methods and systems for implementing a real-time, distributed, hierarchical database using a proxiable protocol
JP3691718B2 (en) * 2000-03-22 2005-09-07 ジヤトコ株式会社 Hybrid vehicle transmission unit
US6577726B1 (en) * 2000-03-31 2003-06-10 Siebel Systems, Inc. Computer telephony integration hotelling method and system
US7225139B1 (en) * 2000-06-27 2007-05-29 Bellsouth Intellectual Property Corp Trouble tracking system and method
US6781959B1 (en) * 2000-07-31 2004-08-24 Cisco Technology, Inc. Method and apparatus for determining troubleshooting information for completed calls in a telecommunications network
US6697858B1 (en) * 2000-08-14 2004-02-24 Telephony@Work Call center
US6766377B1 (en) * 2000-08-24 2004-07-20 3Com Corporation Media gateway proxy
US6456711B1 (en) * 2000-12-12 2002-09-24 At&T Corp. Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture
EP1360826A2 (en) * 2000-12-27 2003-11-12 Citel Technologies Ltd. Gateway for using non-ip digital pbx telephone handsets with an ip call controller
US7254641B2 (en) * 2001-01-30 2007-08-07 Intervoice, Inc. Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
US7568001B2 (en) * 2001-01-30 2009-07-28 Intervoice, Inc. Escalated handling of non-realtime communications
US6868059B1 (en) * 2001-04-24 2005-03-15 Cisco Technology, Inc. Clusters of devices, softwares and methods for improved handling of a gatekeeper load in VoIP communication
US6944678B2 (en) * 2001-06-18 2005-09-13 Transtech Networks Usa, Inc. Content-aware application switch and methods thereof
US6823382B2 (en) * 2001-08-20 2004-11-23 Altaworks Corporation Monitoring and control engine for multi-tiered service-level management of distributed web-application servers
US7082122B2 (en) * 2001-12-24 2006-07-25 Innomedia Pte Ltd. Method and system for connecting to a proxy server with the lowest workload through a load balancing proxy server
US7065043B2 (en) * 2001-12-24 2006-06-20 Innomedia Pte Ltd. Method and system for connecting to a proxy server with the lowest workload through querying a load monitor
US7050424B2 (en) * 2001-12-31 2006-05-23 Innomedia Pte Ltd. Method and system for automatic proxy server workload shifting for load balancing
US7085263B1 (en) * 2002-01-03 2006-08-01 Cisco Technology, Inc. Network telephony devices, softwares and methods for discontinuing transmitting music-on-hold
JP2003264646A (en) * 2002-03-08 2003-09-19 Sharp Corp Communication system and communication control unit
US7167899B2 (en) * 2002-03-26 2007-01-23 Matsushita Electric Industrial Co., Ltd. Web-content aware automatic call transfer system and process for mobile users and operators
US20030195753A1 (en) * 2002-04-10 2003-10-16 Homuth Brandon Gabriel Systems and methods for providing priority customer service
AU2003263957A1 (en) 2002-08-16 2004-03-03 Nuasis Corporation Contact center architecture
US6937715B2 (en) * 2002-09-26 2005-08-30 Nortel Networks Limited Contact center management
US8140698B2 (en) * 2003-04-30 2012-03-20 International Business Machines Corporation Method and system for efficient data transmission in interactive networked environments

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5613068A (en) * 1994-06-17 1997-03-18 International Business Machines Corporation Method for transferring data between processors on a network by establishing an address space for each processor in each other processor's
US6377568B1 (en) * 1996-11-20 2002-04-23 Netspeak Corporation Method and apparatus for performing call matching for internet telephones in legacy call centers
US6201804B1 (en) * 1998-02-17 2001-03-13 Genesys Telecomunications Laboratories, Inc. Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement
US6212565B1 (en) * 1998-08-26 2001-04-03 Sun Microsystems, Inc. Apparatus and method for improving performance of proxy server arrays that use persistent connections
US6434143B1 (en) * 1999-11-08 2002-08-13 Mci Worldcom, Inc. Internet protocol telephony voice/video message deposit and retrieval

Also Published As

Publication number Publication date
AU2003273225A8 (en) 2004-03-03
AU2003257054A1 (en) 2004-03-03
AU2003272210A8 (en) 2004-03-03
WO2004017260A3 (en) 2004-06-17
WO2004017584A1 (en) 2004-02-26
WO2004017584B1 (en) 2004-05-06
US20040141508A1 (en) 2004-07-22
US7012888B2 (en) 2006-03-14
WO2004017550A3 (en) 2004-06-10
AU2003273225A1 (en) 2004-03-03
WO2004017161A2 (en) 2004-02-26
EP1546841A2 (en) 2005-06-29
US7664014B2 (en) 2010-02-16
US20040032862A1 (en) 2004-02-19
AU2003257054A8 (en) 2004-03-03
AU2003263957A1 (en) 2004-03-03
WO2004017550A2 (en) 2004-02-26
WO2004017260A2 (en) 2004-02-26
EP1546841A4 (en) 2006-03-01
US7382773B2 (en) 2008-06-03
AU2003272210A1 (en) 2004-03-03
EP1527581A1 (en) 2005-05-04
US20060109783A1 (en) 2006-05-25

Similar Documents

Publication Publication Date Title
WO2004017161A3 (en) High availability voip subsystem
US8547967B2 (en) Method and apparatus for PSTN-based IP active call recovery and re-routing
US7139263B2 (en) Voice over IP architecture
US8018921B2 (en) Using XML expressed primitives for platform and system-independent call modeling
WO2005010712A3 (en) Method and system for suppressing early media in a communications network
EP2088735A1 (en) Client side media splitting function
WO2006102339A3 (en) Methods, systems, and computer program products for providing telecommunications services between a session initiation protocol (sip) network and a signaling system 7 (ss7) network
US20040170268A1 (en) Virtual PBX based on SIP and feature servers
HK1070511A1 (en) Apparatus and method for computer telephone integration in packet switched telephone networks
EP1675412A3 (en) Method for softswitch call control and softswitch device therefor
GB2414135A (en) Network address translation in a VoIP system
WO2001039444A8 (en) Method and system for dynamic gateway selection in an ip telephony network
WO2006004842A3 (en) Telephony protocol server and telephony protocol client in a distributed ip architecture telecommunications system
CA2348242A1 (en) Multi-protocol call manager
US20070172051A1 (en) Setting up a packet-oriented multimedia connection using an interactive voice response system
US20070041357A1 (en) Interworking of hybrid protocol multimedia networks
US7995611B2 (en) Method and apparatus for dynamic VoIP phone protocol selection
Romanov et al. Integration Of modern protocols IP-telephony in IMS architecture
US7539177B2 (en) Call hold/terminal portability in H.323/ISUP-BICC-SIP networks
Cisco Interactive Voice Response Version 2.0 on VoIP
Cisco Interworking of Cisco MGCP Voice Gateways and Cisco CallManager Version 3.2
KR100418397B1 (en) softswitch for interfacing between different protocol
US8625770B1 (en) Method and apparatus for monitoring a network element
EP2088757A1 (en) Distribution of different media of a single session to different devices in a call centre environment
GB2434285A (en) System and method for providing a secure and efficient communication connection

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A2

Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CO CR CU CZ DE DK DM DZ EC EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NI NO NZ OM PH PL PT RO RU SC SD SE SG SK SL TJ TM TN TR TT TZ UA UG UZ VC VN YU ZA ZM ZW

AL Designated countries for regional patents

Kind code of ref document: A2

Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZM ZW AM AZ BY KG KZ MD RU TJ TM AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IT LU MC NL PT RO SE SI SK TR BF BJ CF CG CI CM GA GN GQ GW ML MR NE SN TD TG

121 Ep: the epo has been informed by wipo that ep was designated in this application
DFPE Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101)
WWE Wipo information: entry into national phase

Ref document number: 130/MUMNP/2005

Country of ref document: IN

WWE Wipo information: entry into national phase

Ref document number: 2003755731

Country of ref document: EP

WWP Wipo information: published in national office

Ref document number: 2003755731

Country of ref document: EP

NENP Non-entry into the national phase

Ref country code: JP

WWW Wipo information: withdrawn in national office

Ref document number: JP

WWW Wipo information: withdrawn in national office

Ref document number: 2003755731

Country of ref document: EP