Устройство для регистрации несвоевременного ответа абоненту в телефонных станциях с ручным обслуживанием

VERFAHREN UND SYSTEM ZUR BESTIMMUNG UND GEBRAUCH VON MEHREREN OBJEKTZUSTÄNDEN IN EINEM COMPUTER-TELEFON INTEGRIERTEN SYSTEM

Device allowing the intervention of an operator in a system of dial telephone

Improvement with the systems of automatic and semi-automatic telephony

A SYSTEM AND METHOD FOR PROVIDING RBT IN COMMUNICATION NETWORK

Telephone system

Personal information verification method in call center

A 1-chip microcomputer of the present invention has (a) a monitor flag for setting a flag indicating that a specified address space is accessed, (b) an access permission address range setting register, for setting an address range in which an access is permitted while the flag is set, (c) an access permission area detection circuit for judging whether the access is made within the address range thus set, (d) an access permission setting register, for setting whether or not an access with respect to an address other than the address range should be permitted, and (e) memory read-out control circuit and memory writing control circuit for controlling an access with respect to a nonvolatile memory based on a result thus judged and content set by the access permission setting register. With the arrangement, it is possible to provide a 1-chip microcomputer that maintains the security among application programs.

METHOD AND APPARATUS FOR ANALYZING INTERNATIONAL LONG DISTANCE DIALING ERRORS AND AUTOMATICALLY COMPLETING A CALL

A method for analyzing international long distance dialing errors and automatically completing a call if the error can be determined comprises the steps of receiving a dialed country code, city code and directory number. A potential error is determined by comparing one or pairs of the dialed country code and city code or the city code and dialed directory number or the combination of all three elements with predetermined valid dialing sequences for the dialed digits. For example, an error can be located between the country code and city code when a foreign telephone network has added a digit, for example, to expand the number of directory numbers available within a geographic area. A list of obsolete country codes, city codes or combinations thereof is stored in memory along with updated country codes and city codes. In one embodiment, a corrected dialed number is automatically redialed without further action by the caller. In another embodiment, the existence of a potential error in a ...

Method, system, and computer-readable media for performing speech recognition of indicator tones

An automated method for conducting an outdial telephone campaign, with the method comprising at least the following. At least one target telephone number is selected from a plurality of target telephone numbers, and the at least one target telephone number is dialed. A status resulting from the dialing is identified, including receiving an indicator signal, such as an SIT tone, resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal, and automatically converting the message to a text equivalent. The status is associated with the at least one target telephone number. The above steps are repeated until the outdial campaign is complete. Apparatus, systems, and computer- or machine-readable media for performing the above method are also disclosed.

Telephone system

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

METHOD OF AND SYSTEM FOR PROVIDING NETWORK-INITIATED MULTILINGUAL OPERATOR ASSISTANCE

A method of and system for processing calls (45) from a first country having a first national language to a second country which receives a request (47) to complete a call from the first country and determines if the call (45) cannot be completed as dialed. If the method determines that the call (45) cannot be completed as dialed, the method forwards the call to an operator (59), who can speak the first national language, for assistance.

CONNECTION HANDLING IN COMMUNICATIONS NETWORKS

Apparatus for transmitting information, by means of a communications network , to any one of a plurality of communications terminals connected to said network, which said transmission is in response to a faile d communications attempt by any one of said terminals, which apparatus comprises: i) identification means for identifying a network addre ss of a terminal making a failed communications attempt; ii) at least one storage means for storing a plurality of network addresses so identified; and iii) information transmission means for transmitting information to a terminal making a failed communications attempt; wherein sa id information transmission means is adapted to access said storage means, to locate a network address stored therein and to transmit sa id information to a network address so located.

Improvements with automatic telephony

Enhanced system for transferring, storing and using signalling information in a switched telephone network

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

Abstract The invention provides a method and apparatus for communication and provision of routing address information. The prior owner of a called telephone number is referred to herein as a 'prior subscriber'. When a number is released by a prior subscriber, it is placed into a database referred to as the ' spare spool' which includes available (unsubscribed) telephone numbers. When a caller dials a number that is in the spare pool, the invention intercepts the call (501) and takes any number of possible actions. In one embodiment, the invention automatically forwards the caller to a new number based on a database (502) that stores the new number of the prior subscriber (503) or routes the caller to a message (510) that gives the caller the option (either via a charge or after listening to an advertisement) of being connected to, or being given, the current number of the prior subscriber. AT0EMPT/COLLECT ROUTING ADDRESS ADDRESS DATABASE ROUTING ADDRESS LOOKUP DATABASE REVIEW SERVICE OPTIONS ...

A recorded voice announcement device

СПОСОБ И УСТРОЙСТВО ДЛЯ ОБРАБОТКИ ЗАПРОСОВ МАРШРУТИЗАЦИИ

... 1. Способ предоставления информации адреса маршрутизации, содержащий этапы, на которых: принимают запрос связи от запрашивающего для маршрутизации к первому адресу; определяют, является ли первый адрес активным адресом; предоставляют упомянутому запрашивающему одну или несколько опций услуг, когда упомянутый первый адрес не является активным адресом. 2. Способ по п.1, в котором этап определения, является ли первый адрес активным адресом, выполняют путем сравнения упомянутого адреса с базой данных. 3. Способ по п.1, в котором упомянутые одну или несколько опций услуги выбирают из множества опций услуг и выбирают на основе характеристик упомянутого адреса. 4. Способ по п.3, в котором упомянутые характеристики содержат географическую информацию адреса маршрутизации, время дня, день недели, географическую информацию запрашивающего, коммерческую информацию, связанную с упомянутым адресом маршрутизации и характеристики упомянутого множества опций услуги. 5. Способ по п.1, в котором упомянутый ...

СПОСОБ И УСТРОЙСТВО ДЛЯ ОБРАБОТКИ ЗАПРОСОВ МАРШРУТИЗАЦИИ

... 1. Способ связи с адресом маршрутизации, содержащий этапы, на которых: обнаруживают запрос связи от запрашивающего к первому адресу маршрутизации, причем запрашиваемый намеревается связаться с первым адресом; определяют характеристики первого адреса, предоставляя одну или более опций услуги указанному запрашиваемому, основанные на характеристиках первого адреса. ! 2. Способ по п.1, в котором определение характеристик первого адреса выполняют путем сравнения первого адреса с базой данных. ! 3. Способ по п.1, в котором упомянутые одну или несколько опций услуги выбирают из множества опций услуг и выбирают на основе характеристик адреса. ! 4. Способ по п.3, в котором характеристики содержат географическую информацию адреса маршрутизации, время дня, день недели, географическую информацию запрашивающего, коммерческую информацию, связанную с упомянутым адресом маршрутизации и характеристики множества опций услуги. ! 5. Способ по п.1, в котором упомянутый адрес маршрутизации содержит телефонный ...

Method and apparatus for processing routing requests

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

Method and System For Integration of Instant Messaging and Teleconferencing Via a Telephone Network

A system is provided comprising a plurality of instant messaging client applications (202, 207, 208, 209) communicating via a computer network (206) to send and receive messages in real time integrated with n-way teleconferencing capability via a telephone network (216). The system includes a plurality of instant messaging client applications (202, 207, 208, 209), an instant messaging server (204), and a teleconferencing server (210), all connected via a computer network (206). The teleconferencing server (210) enables n-way telephone connections via the telephone network (216). The n-way telephone connections are provided to telephone apparatus of at least some users of the instant messaging client applications who can visualise the teleconference via a graphical user interface (600) of the instant messaging client application.

Method and apparatus for revertive automatic intercept message delivery in a telephone system

A method and apparatus for delivering intercept messages locally in a telephone network. A plurality of local switching offices (10, 20) are each equipped with an automatic intercept system (25) including stored information (45) about the status of telephone numbers, calls to which are intercepted. The terminating office at which the intercept condition is detected cuts through to the automatic intercept system (AIS) in the conventional manner and generates a particular class of service signal on the trunk connection (12). The AIS at the originating office includes a circuit to cut the call through to its AIS (39) upon receipt of the signal. A predetermined signal is generated by the AIS at the originating office and serves as a handshaking signal to notify the terminating office that it is properly equipped for remote delivery. After handshaking, a modem (52) under CPU control (40) is connected (50) and all information necessary for local delivery of the intercept message at the originating ...

VERBINDUNGSBEHANDLUNG IN KOMMUNIKATIONSNETZEN

Techniques for behavioral pairing in a task assignment system

Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.

A SYSTEM AND METHOD FOR PROVIDING RBT IN COMMUNICATION NETWORK

A system and method for providing ring back tone (RBT) in communication network are disclosed by present invention. Through the manners comprising intelligent network triggered, signaling halting triggered, call forwarding triggered or switching device triggered and etc, to judge whether or not a user is RBT service registered user, and is so, to build the connection between the calling switching-device and called switching-device, and to build the connection between switching-device and RBT device. When the called status is idle, the RBT device provides a RBT customized by user to the calling user, and therefore replaces the conventional RBT.

METHOD AND APPARATUS FOR ANALYZING INTERNATIONAL LONG DISTANCE DIALING ERRORS AND AUTOMATICALLY COMPLETING A CALL

A method for analyzing international long distance dialing errors and automatically completing a call if the error can be determined comprises the steps of receiving a dialed country code, city code and directory number. A potential error is determined by comparing one or pairs of the dialed countr y code and city code or the city code and dialed directory number or the combination of all three elements with predetermined valid dialing sequences for the dialed digits. For example, an error can be located between the country code and city code when a foreign telephone network has added a digit, for example, to expand the number of directory numbers available within a geographic area. A list of obsolete country codes, city codes or combinations thereof is stored in memory along with updated country codes and city codes. In one embodiment, a corrected dialed number is automatically redialed without further action by the caller. In another embodiment, the existence of a potential error in a ...

método para provisão de informações de endereço de roteamento

METHOD OF AND SYSTEM FOR PROVIDING NETWORK-INITIATED MULTILINGUAL OPERATOR ASSISTANCE

L'invention concerne un procédé et un système permettant de traiter des appels (45) provenant d'un premier pays ayant une langue nationale donnée et destinés à un second pays. Ce dernier reçoit une demande (47) d'établissement d'un appel de la part du premier pays et décide si l'appel (45) peut être établi. Si le procédé décide que l'appel (45) ne peut pas être établi, l'appel est alors transféré à une opératrice (59) parlant la langue nationale donnée qui prendra l'appel en charge.

Method and apparatus for revertive automatic intercept message delivery in a telephone system

A method and apparatus for delivering intercept messages locally in a telephone network. A plurality of local switching offices (10, 20) are each equipped with an automatic intercept system (25) including stored information (45) about the status of telephone numbers, calls to which are intercepted. The terminating office at which the intercept condition is detected cuts through to the automatic intercept system (AIS) in the conventional manner and generates a particular class of service signal on the trunk connection (12). The AIS at the originating office includes a circuit to cut the call through to its AIS (39) upon receipt of the signal. A predetermined signal is generated by the AIS at the originating office and serves as a handshaking signal to notify the terminating office that it is properly equipped for remote delivery. After handshaking, a modem (52) under CPU control (40) is connected (50) and all information necessary for local delivery of the intercept message at the originating ...

Telephone system

GROUP AUTOMATIC ANSWERING SERVICE SYSTEM

PURPOSE: To make it possible to leave a message by a transmitter after he recognizes whether all of the group are absent or not and the reason a designated person is absent by one time telephone, regarding a group automatic answering service system by an exchange and a voice storage device connected with this exchange. CONSTITUTION: In an automatic answering service system realizing the automatic answering service by jointing an exchange 1 with a voice storage device 2 connected with the exchange 1, a group is formed by gathering some of telephone terminals 3, an incoming is made to the free telephone terminal 3 when the incoming exists for the telephone terminal 3 for which the automatic answering is registered before the automatic answering registration is performed for the whole telephone terminal 3, and a message is returned and the message of a transmitter is allowed to be recorded when an incoming exists for the telephone terminal 3 after the automatic answering registration is performed ...

Method and apparatus for processing routing requests

Method and apparatus for processing routing requests

A SYSTEM AND METHOD FOR PROVIDNG RBT IN COMMUNICATION NETWORK

A system and method for providing ring back tone (RBT) in communication network are disclosed by present invention. Through the manners comprising intelligent network triggered, signaling halting triggered, call forwarding triggered or switching device triggered and etc, to judge whether or not a user is RBT service registered user, and is so, to build the connection between the calling switching-device and called switching-device, and to build the connection between switching-device and RBT device. When the called status is idle, the RBT device provides a RBT customized by user to the calling user, and therefore replaces the conventional RBT. © KIPO & WIPO 2007 ...

Interpretation of user interaction using model platform

A platform can receive information regarding a user interaction, wherein the user interaction is associated with one or more channels that correspond to respective interfaces or media for the user interaction; retrieve supplemental information associated with the user interaction, wherein the supplemental information relates to at least one of: a state of a managed device associated with the user interaction, or a previous user interaction; identify, based on the information regarding the user interaction or the one or more channels, one or more models to process the information regarding the user interaction and the supplemental information, wherein the one or more models are identified from a plurality of models; determine, using the one or more models, an action to be performed with regard to the user interaction; and provide information identifying the action.

Giraff

Telephone system

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

Abstract The invention provides a method and apparatus for communication and provision of routing address information. The prior owner of a called telephone number is referred to herein as a 'prior subscriber'. When a number is released by a prior subscriber, it is placed into a database referred to as the ' spare spool' which includes available (unsubscribed) telephone numbers. When a caller dials a number that is in the spare pool, the invention intercepts the call (501) and takes any number of possible actions. In one embodiment, the invention automatically forwards the caller to a new number based on a database (502) that stores the new number of the prior subscriber (503) or routes the caller to a message (510) that gives the caller the option (either via a charge or after listening to an advertisement) of being connected to, or being given, the current number of the prior subscriber. AT0EMPT/COLLECT ROUTING ADDRESS ADDRESS DATABASE ROUTING ADDRESS LOOKUP DATABASE REVIEW SERVICE OPTIONS ...

Method and system for providing call forwarding information to a calling party

A method and system are disclosed for providing an announcement to a calling party when the calling party calls a disconnected telephone number of a called party. Calling party information is provided for a determined disconnected telephone number of the called party. The information can include information about a telephone number of the calling party. An announcement is played to the calling party in accordance with the information. For example, one type of announcement is played if a telephone number of the calling party is included in the information. Otherwise an alternate announcement can be provided to the calling party.

Method and apparatus for processing routing requests

Subscriber's relocating circuit for telephone exchange - blocks subscriber line and reroutes calls initiated by subscriber through temporarily installed exchange terminal appts.

The additional circuit can be applied where, e.g. a subscriber is moving house but the actual removal date cannot be accurately determined beforehand. The circuit (B), which can be plugged in at the exchange, comprises a receiver unit (E), a comparator (AW) and a memory (SP). The memory contains a single predetermined number. The circuit output controls relay coils (X,U) which operate change over contacts between the subscriber line (TAL), the exchange side (LW) of the line, and a special service (CN). The subscriber connection functions normally with the circuit installed. When the subscriber decides that his line should now be blocked for future incoming calls he dialls the preset number. This selection is detected (AW) and the relays energised to connect the exchange side of the subscriber line (LW) to the special service (SN). Any caller then hears a recorded message, e.g. the new number to call.

APPARATUS AND A METHOD FOR USING PRIVATE IP ADDRESSES IN AN IP KEYPHONE SYSTEM, ESPECIALLY FOR OPTIMALLY USING PRIVATE IP ADDRESSES EVEN WHEN SPECIFIC SERVERS CANNOT USE PRIVATE ADDRESSES AS A LARGE QUANTITY OF PRIVATE IP ADDRESSES ARE USED BEYOND A DEFINED RANGE

PURPOSE: An apparatus and a method for using private IP addresses in an IP keyphone system are provided to access private IP addresses without changing setup in servers or adding servers in the case of using a large quantity of private IP addresses. CONSTITUTION: An apparatus for using private IP addresses in an IP keyphone system is comprised of an IP(24), a private IP control part(30), an ICMP(Inter Control Message Protocol)(23), and an ARP(Address Resolution Protocol)(26). The IP(24) executes IP processing at the network layer of the IP keyphone system. The private IP control part(30), connected with the IP(24), controls private IP addresses. The ICMP(23), connected with the private IP control part(30) and located at the network layer, executes ICMP processing. The ARP(26), connected with the IP(24) and located at the link layer, executes ARP processing. © KIPO 2006 ...

DIALOGUE SYSTEM

A dialogue device, in this dialogue system for providing responses to inquiries from a user terminal, is provided with: an input unit which acquires an inquiry from a user terminal; a transfer unit which, depending on the inquiry, connects the user terminal and an operator terminal that will respond to the inquiry; an output unit which, prior to connecting by the transfer unit, outputs to the user terminal a question for understanding the content of the inquiry; and a determination unit which, depending on the operation status of an operator terminal that is capable of responding to the inquiry, determines the type of question outputted by the output unit.

Artificial-intelligence powered skill management systems and methods

Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.

Method and system for providing directory assistance to erroneous telephone calls

A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement, directory assistance information and a variety of other information and services to the callers based on a highest expected revenue value of the advertisement or directory assistance services provided.

Hierachical service level remediation for competing classes based upon achievement of service level goals

A method and system for providing a backup of a portion of a source drive of a plurality of drives in a redundant array of inexpensive disks (RAID) data storage system is disclosed. The portion of the source includes a plurality of segments. The method and system include associating the source drive with a target drive of the plurality of drives and providing a copy of the plurality of segments on the target drive. The copy is provided such that input to and output from source drive and the target drive are allowed during the step of providing the copy of the plurality of segments.

CONNECTION HANDLING IN COMMUNICATIONS NETWORKS

Apparatus for transmitting information, by means of a communications network, to any one of a plurality of communications terminals connected to said network, which said transmission is in response to a failed communications attempt by any one of said terminals, which apparatus comprises: i) identification means for identifying a network address of a terminal making a failed communications attempt; ii) at least one storage means for storing a plurality of network addresses so identified; and iii) information transmission means for transmitting information to a terminal making a failed communications attempt; wherein said information transmission means is adapted to access said storage means, to locate a network address stored therein and to transmit said information to a network address so located.

SYSTEM FOR OUTPUTTING PRODUCT DESCRIPTION ORDERED BY TELEPHONE IN CHARACTERS USING ARS VOICE RECOGNITION SYSTEM

PURPOSE: A system for outputting a product description ordered by telephone in characters using an ARS(Automatic Response System) voice recognition system is provided to turn products orders over the telephone into database, and to transmit the orders to a dedicated terminal and output the transmitted orders, so that an orderer can order various products at one time and a seller can reduce personal expenses and construct database of orderers through a DB-server. CONSTITUTION: An ARS(2) receives an order description and orderer information in voice in response to a telephone call of a product orderer(1). An ARS voice recognition system(3) analyzes voice order information of the product orderer(1) inputted through the ARS(2) and converts the analyzed information into digital data. A DB-server(4) receives data converted by the ARS voice recognition system(3) and compares the received data with data stored in database, to search an appropriate seller and transmit data including the order information ...

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

CONNECTION HANDLING IN COMMUNICATIONS NETWORKS

Apparatus for transmitting information, by means of a communications network, to any one of a plurality of communications terminals connected to said network, which said transmission is in response to a failed communications attempt by any one of said terminals, which apparatus comprises: i) identification means for identifying a network address of a terminal making a failed communications attempt; ii) at least one storage means for storing a plurality of network addresses so identified; and iii) information transmission means for transmitting information to a terminal making a failed communications attempt; wherein said information transmission means is adapted to access said storage means, to locate a network address stored therein and to transmit said information to a network address so located.

METHOD AND TELEPHONE AGENT SYSTEM FOR GENERATING A MESSAGE RECORD OF AT LEAST A PART OF A CONVERSATION BETWEEN TELEPHONE AGENTS AND FOR TRANSMITTING INFORMATION REGARDING THE MESSAGE RECORD TO THE TELEPHONE AGENT REQUESTING IT

A method and a telephone agent system are provided for establishing a call for conversation between telephone agents. The following steps (or units) are used: generating a message record of at least a part of the conversation between the calling telephone agent and the called telephone agents during the call; storing the message record in a database retrievable by request of the telephone agents; and transmitting information regarding the message record to a particular telephone agent who has requested it. Agreement to the message record should be declared by every telephone agent involved in the conversation.

Cleaning method for telephone number list and system implemented therefor

A cleaning system retrieves a telephone number from a telephone number list to regard as a called party number and sends a SETUP message to the network, in which a SPEECH or an AUDIO is designated as a bearer capability. In case that an ALERTING or CONNECT message is sent back from the network, the system sends a DISCONNECT message to the network immediately to perform a clear sequence and determines the telephone number effective. In case that a DISCONNECT message is sent back from the network as a result that a call has not been accepted, the system also performs a clear sequence immediately and determines if the telephone number should be treated as an effective number or a null number according to the cause content sent from the network.

COMMUNICATION TERMINAL AND EXCHANGE

PROBLEM TO BE SOLVED: To allow a numbering plan to be flexibly applied to the communication terminal where abbreviation number is available and to the exchange containing the communication terminals. SOLUTION: The exchange is provided with an abbreviation address storage means 11 that stores addresses individually assigned to terminals to be called destination and applicable to a network numbering plan and abbreviation addresses being identifiers of the addresses, a network interface means 12 that makes dialing with an address corresponding to a designated abbreviation address among the addresses and conducts either or both of transmission and reception of transmission information according to a setup procedure, an address update request means 13 that sends a stream of the addresses registered in the abbreviation address storage means 11 to the network based on the signal system and the setup procedure, and an address update means 14 that receives the address stream distributed via the ...

AUTOMATIC INTERCEPT NUMBER IDENTIFICATION SYSTEM

Contact destination information registration method and program, network system, and node

回線接続装置、回線接続方法、及びプログラム

AUTOMATIC SWITCHING METHOD FOR PRIVATE BRANCH EXCHANGE

The method for switching the hot line automatically comprises steps; (a) checking the hook state when the subscriber picks up the receiver; (b) connecting a transmission time slot and a reception time slot on the time switch after allocating the channel in hook-off state; (c) checking the hook state again and data read state after making the call table zero; (d) checking whether the time is up as increasing the table data every second; (e) searching the switchable port address on the stored hot line table after the time is up; (f) providing ring or busy signal to the selected port address. Copyright 1997 KIPO ...

SYSTEM AND METHOD FOR GUIDING TELEPHONE NUMBER USING SMS

PURPOSE: A system and a method for guiding a telephone number using an SMS(Short Message Service) are provided to accurately recognize an inquired telephone number without memorizing or writing the telephone number by combining the SMS with an ARS(Automatic Response System). CONSTITUTION: An SMS gateway(9) converts inputted data into SMS data. An SMSC(SMS Center)(10) receives the SMS data from the SMS gateway(9) and transmits the received SMS data to a mobile terminal(1) through a communication network(2). A call processing server(5) connects to the guidance station(6) and the SMS gateway(9), and connects to a call from a mobile terminal(1) which requests the guidance of a telephone number through the communication network(2). The call processing server(5) distributes the call of the mobile terminal(1) to the guidance station(6), receives telephone number data retrieved from the guidance station(6) and person's name data or shop name data corresponding to the telephone number data, and ...

Method and apparatus for analyzing international long distance dialing errors and automatically completing a call

A method for analyzing international long distance dialing errors and automatically completing a call it the error can be determined comprises the steps of receiving a dialed country code, city code and directory number. A potential error is determined by comparing one or pairs of the dialed country code and city code or the city code and dialed directory number or the combination of all three elements with predetermined valid dialing sequences for the dialed digits. For example, an error can be located between the country code and city code when a foreign telephone network has added a digit, for example, to expand the number of directory numbers available within a geographic area. A list of obsolete country codes, city codes or combinations thereof is stored in memory along with updated country codes and city codes. In one embodiment, a corrected dialed number is automatically redialed without further action by the caller. In another embodiment, the existence of a potential error in a ...

Schaltungsanordnung fuer Fernsprechanlagen mit Waecht erreichbare Leitungen umgeschaltet werden

CONNECTION HANDLING IN COMMUNICATIONS NETWORKS

VOICE GUIDE SYSTEM

PURPOSE: To improve server efficiency, by causing an answer link control unit to instruct restoration of a link for acceptance on the basis of indication from the information desk when an automatic voice circuit is operated and by transmitting answer voice from the automatic answer unit to the guide applicant. CONSTITUTION: When guide applicant subscriber 1 calls and retrieval of the number to be guided has terminated, link controller 11 is started from information desk 5, and number information to be answered is sent to controller 11 to select automatic answer unit 9 vacantly. Further, trunk number group 10 is started to extract the storage position of incoming trunk 2 into link 8 for answer. After these operations, controller 11 sends restoration information to position equipment 4 to restore main link 3 and restores the connection line between incoming trunk 2 and position equipment 4. Then, controller 11 restores link 8 for answer to set serivce between incoming trunk 2 and automatic ...

Remotely-controlled subscriber disconnection circuit - provides recorded message for incoming calls and stores caller message

The subscriber disconnection circuit is remotely controlled to disconnect the subscriber line (TAL) from the subscriber terminal and to couple any calls placed to the subscriber to a common playback device providing a recorded message. When the subscriber line (TAL) is disconnected from the subscriber terminal any incoming messages for the subscriber are entered together with time information from a common time source (G) in a store (SP) assigned to the subscriber terminal. This store (SP) is pref. identical to that holding the call number which is entered to actuate the disconnection circuit.

Schaltungsanordnung fuer Fernmeldeanlagen, insbesondere Fernsprechanlagen

Method and system for providing directory assistance to erroneous telephone calls

A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement and a variety of other internal and external information services to the callers using a business subscriber information service, a white page database service; a yellow pages database service; a business intelligence database service; and/or an Internet search service.

PNPN CHANNEL DRIVE SYSTEM

PURPOSE: To facilitate the control of channel driving performance in the multistage matrix by performing the gate drive in each stage through the timing control. COPYRIGHT: (C)1976,JPO&Japio ...

DIALOGUE SYSTEM

A dialogue device of this dialogue system for providing responses to inquiries from a user terminal is provided with: an information DB which, for each user, stores past voice recognition content associated with inquiries; an input unit which, from the user terminal, acquires inquiry information including a telephone number for identifying the user terminal associated with the inquiry; a response content determination unit which, by referring to an inquiry table in the information DB, specifies past voice recognition content of the user terminal specified by the telephone number included in the inquiry information and which determines response content on the basis of the specified past voice recognition content; and an output unit and transfer unit which, in accordance with the response content determined by the response content determination unit, provide a response corresponding to the inquiry.

Method, system, and computer-readable media for performing speech recognition of indicator tones

An automated method for conducting an outdial telephone campaign, with the method comprising at least the following. At least one target telephone number is selected from a plurality of target telephone numbers, and the at least one target telephone number is dialed. A status resulting from the dialing is identified, including receiving an indicator signal, such as an SIT tone, resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal, and automatically converting the message to a text equivalent. The status is associated with the at least one target telephone number. The above steps are repeated until the outdial campaign is complete. Apparatus, systems, and computer- or machine-readable media for performing the above method are also disclosed.

A SYSTEM AND METHOD FOR PROVIDING RBT IN COMMUNICATION NETWORK

Disclosed are systems and methods for providing ring back tones in a communication network. At first, a ring back tone device for storing and playing the ring back tone customized by a subscriber is established in the communication network. Whether a subscriber is a ring back tone service register subscriber is judged with a certain triggering mode, such as intelligent network triggering, signaling interception triggering, call forwarding triggering or switching device triggering. If it is judged the subscriber is a ring back tone service registered subscriber, a connection between the originating switching device and the terminating switching device and a connection between a switching device and the ring back tone device are established. When the called terminal is idle, the ring back tone device provides a piece of customized ring back tone to the calling subscriber for replacing traditional ring back tone.

Hierachical service level remediation for competing classes based upon achievement of service level goals

Hierarchical remediation on the unmet service needs associated with work items queued in a work processing facility is used in order to maximize the achievement of service level goals. A hierarchical remediator and corresponding hierarchical remediation method may each be employed in a work distributor or an automatic call distributor ("ACD"). The hierarchical remediator determines which work item among pending work items of different types will be distributed to an available server. The hierarchical remediator and its corresponding hierarchical remediation method ensure that more important jeopardized service levels receive greater remedial compensation than the less important ones. The hierarchy of distinct service classes associated with jeopardized service levels may comprise one input to the hierarchical remediator. The hierarchical remediator may also consider a skill preference profile for the available server as another input. The hierarchical remediator generates a composite preference ...

Method and apparatus for processing routing requests

The invention provides a method and apparatus for communication and provision of routing address information. The prior owner of a called telephone number is referred to herein as a ''prior subscriber''. When a number is released by a prior subscriber, it is placed into a database referred to as the ''spare pool'' which includes available (unsubscribed) telephone numbers. When a caller dials a number that is in the spare pool, the invention intercepts the call and takes any number of possible actions. In one embodiment, the invention automatically forwards the caller to a new number based on a database that stores the new number of the prior subscriber or routes the caller to a message that gives the caller the option (either via a charge or after listening to an advertisement) of being connected to, or being given, the current number of the prior subscriber.

Telephone system

Telephone system

BOARD MOUNTING/SEPARATING METHOD IN VOICE MAILING SYSTEM(VMS)

PURPOSE: A board mounting/separating method in a voice mailing system(VMS) is provided to make a maintenance of VMS easier by mounting/separating a board without cutting off a system power-supply during a data transmission process between VMS boards. CONSTITUTION: If a command for separating a specific board is transmitted (410) from an external-sub, a board separation service is performed without accessing a selected board for VMS. If a command for mounting a specific board is transmitted from an external-sub, a board mounting is sensed, and a service through the mounted board is performed. Thereby, VMS operating and maintenance can be easily made, and a quality of VMS service increases. COPYRIGHT 2000 KIPO ...

METHOD AND APPARATUS FOR PROCESSING ROUTING REQUESTS

The invention provides a method and apparatus for communication and provision of routing address information. The prior owner of a called telephone number is referred to herein as a "prior subscriber". When a number is released by a prior subscriber, it is placed into a database referred to as the " spare spool" which includes available (unsubscribed) telephone numbers. When a caller dials a number that is in the spare pool, the invention intercepts the call (501) and takes any number of possible actions. In one embodiment, the invention automatically forwards the caller to a new number based on a database (502) that stores the new number of the prior subscriber (503) or routes the caller to a message (510) that gives the caller the option (either via a charge or after listening to an advertisement) of being connected to, or being given, the current number of the prior subscriber.

Method and telephone agent system for generating a message record of at least a part of a conversation between telephone agents and for transmitting information regarding the message record to the telephone agent requesting it

A method and a telephone agent system are provided for establishing a call for conversation between telephone agents. The following steps (or units) are used: generating a message record of at least a part of the conversation between the calling telephone agent and the called telephone agents during the call; storing the message record in a database retrievable by request of the telephone agents; and transmitting information regarding the message record to a particular telephone agent who has requested it. Agreement to the message record should be declared by every telephone agent involved in the conversation.

Method and system for providing directory assistance to erroneous telephone calls

A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement, directory assistance information and derived information including caller demographics information.

System and method for efficient call management for directory assistance services

A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

Distributed Hardware/Software System for Managing Agent Status in a Communication Center

An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.

Precalculated caller-agent pairs for a call center routing system

Systems and methods are disclosed for preprocessing caller-agent pairs in a contact routing center, along with an intelligent routing system. A method includes determining at least one agent data for each agent of a set of agents, determining at least one caller data for each caller of a set of callers, and determining a score for each possible caller-agent pair of the set of agents and the set of callers using the agent data and the caller data in a pattern matching algorithm. The scores for each possible caller-agent pair may then be stored, e.g., in a look-up table, for retrieval, where matching a caller of the set of callers to an agent of the set of agents is based on the previously determined or calculated scores. For example, the caller-agent pair having the best score of all potential caller-agent pairs may be connected.

Apparatus, systems and methods for managing incoming and outgoing communication

A system and method for managing incoming and outgoing communications may include a definition of if, when, and who may communicate with a recipient. The identification of the communication may be concealed in that no actual addresses, phone numbers, or other addressing identifications are required to be exchanged by the communication initiator and recipient. In an example, if the database contains call management settings for a call recipient, the application logic may evaluate the rules to determine if a particular caller is authorized to connect with the call recipient at the current time and date. The application logic may connect the call utilizing the public telephone switch. The caller and call recipient phone numbers may be stored in a database.

Expert Conversation Builder

An expert conversation builder contains a knowledge database that includes a plurality of dialogues having nodes and edges arranged as directed acyclic graphs. Users and authors of the system interface with the knowledge database through a graphical interface to author dialogues and to create expert conversations as threads traversing the node in the dialogues.

Method and an apparatus to disambiguate requests

A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.

Using pstn reachability to verify voip call routing information

A system for verifying VoIP call routing information. In particular implementations, a method includes verifying one or more Voice-over-Internet-Protocol (VoIP) call agents for respective destination telephone numbers based on demonstrated knowledge of previous public switched telephone network (PSTN) calls to the respective destination telephone numbers; receiving a call initiation message identifying a destination telephone number; and conditionally initiating a call over a VoIP network to a target VoIP call agent, or over a circuit switched network, based on whether the target VoIP call agent has been verified for the destination telephone number identified in the call initiation message.

Dynamic work assignment strategies based on multiple aspects of agent proficiency

A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria.

System for Collaborative Content Creation on the Telecom Web

A system and method that enables the collaborative creation and editing of content on a VoiceSite over a telephone. The system and method enables the collaborative creation and editing of content on the VoiceSite by allowing one or multiple users (authors) to generate and edit the content of the VoiceSite at the same or different times. A Collaboration Manager is utilized to manage calls to/from one or more users. A VoiGen component utilizes voice-activated prompts to allow the one or more users to perform at least one of specify user preferences, load templates, store user preferences and service options, parse through obtained data, and generate/edit the VoiceSite based on the inputs provided by the one or multiple users. A Session Manager stores user specific information and ensures that the content provided by multiple users, including edits/changes, is integrated without conflicts.

Grouping of contact center agents

Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

System and method for improved directory assistance including re-dial feature

A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

System and Method of Determining Call Treatment of Repeat Calls

A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.

Computer-Implemented System And Method For Providing Recommendations Regarding Hiring Agents In An Automated Call Center Environment Based On User Traits

A computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.

Determining Expected Wait Time

Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a computing device executing a work force optimization (WFO) software module, such that the software engine transmits a query to the WFO software module. In one embodiment, the WFO software module transmits a number of unlogged agents and a next shift time in response to the query, and such that the software engine determines the customer wait time based on the number of unlogged agents and the next shift time.

Automatic data entry to an automated response system (ars)

A method for reporting a credit card loss using a mobile communication device includes prompting a user to select from among two or more formats (e.g., DTMS and speech) a format in which a loss report is to be sent to an automated response system (ARS). The user selects one of the formats and the mobile communication automatically accesses the requested information, generates the loss report in the selected format and outputs it to the ARS.

Method for Automated Handling of Outbound Contacts Requiring Assured Connection to a Live Agent

A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

Adaptive communications system

This invention allows a system to monitor how quickly and accurately the user is responding via the input device. The input device can be a mouse, a keyboard, their voice, a touch-screen, a tablet PC writing instrument, a light pen or any other commercially available device used to input information from the user to the PBCD. Information is displayed on the PBCD screen based on how quickly and accurately the user is navigating with the input device.

METHOD FOR DESIGNING AN AUTOMATED SPEECH RECOGNITION (ASR) INTERFACE FOR A CUSTOMER CALL CENTER

A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs. 119-. (canceled)20. A method , comprising:collecting, at each of multiple call centers, recorded opening statements of customers;determining tasks associated with the opening statements; and the routing destinations are selected from: a call center agent, a queue, a self-service speech recognition application, and the Internet; and', 'a routing destination for a first task in a first call center differs from a routing destination for the first task in a second call center., 'determining, for each call center, routing destinations for each of the tasks, wherein21. The method of claim 20 , wherein the multiple call centers include a how-to-use call center claim 20 , and wherein determining the routing destinations include determining how-to-use destinations in the how-to-use call centers.22. The method of claim 21 , wherein a how-to-use destination includes a plurality of dialog modules activated in response to routing decisions.23. The method of claim 21 , wherein a how-to-use destination includes a set of verbal prompts claim 21 , voice recognition entry points claim 21 , and messages.24. The method of claim 21 , wherein the how-to-use call center comprises a how-to-use call center for providing how-to-use information for telephone services provided by a telephone service provider.25. The method of claim 20 , wherein determining the routing destination includes determining the destination based upon an input selected from: speech indicating a name of a product claim 20 , selection input selecting the topic ...

System and Method of Dialog Trajectory Analysis

The invention comprises computer-readable media, methods and systems for performing a dialog analysis and using that analysis to release an updated spoken dialog system. The method embodiment of the invention comprises receiving data associated with dialogs, extracting turn by turn details of the dialog and generating from the extracted details an empirical call-flow representation of the dialog. The call data may be call-logs and user audio. The empirical call-flow representation may be a finite-state machine with nodes that represent call-states and the arcs between nodes represent user responses. Nodes may also represent sub-dialogs. The call-flow representation is presented graphically to a user for easier analysis and understanding. Significant changes in the dialog can be identified as hot-spots for improvement in the next release of the spoken dialog system. 1. A method comprising:receiving call-logs associated with a plurality of dialogs between a dialog system and a user;extracting a first portion of turn-by-turn details of dialogs from the call-logs;inferring a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs; andgenerating an empirical call-flow representation of one of the dialogs between the dialog system and the user based at least in part on the first portion and the second portion.2. The method of claim 1 , wherein extracting the first portion of turn-by-turn details of dialogs further comprises identifying details of interactions between the dialog system and the user.3. The method of claim 1 , further comprising visually presenting the empirical call-flow.4. The method of claim 3 , wherein the empirical call-flow is presented on a web-page.5. The method of claim 1 , wherein extracting the first portion of the turn-by-turn details of dialogs further comprises partitioning the call-logs into two sub-dialogs.6. ...

Personal Directory Services With Directed Communication

Included are systems and methods for directing data. At least one embodiment of a method includes receiving a listing for a data provider, the listing including a plurality of criteria related to the data provider and receiving an indication to add at least a portion of the listing to a personal directory. Other embodiments include adding at least a portion of the listing to the personal directory and receiving an indication from the data provider to send data to the personal directory. 1. A method comprising:receiving, via a computing device, a listing from a directory listing subscriber, the listing comprising business contact information related to the directory listing subscriber;receiving, via the computing device, a request from a user for the listing;providing, by the computing device, the listing to the user;receiving, via the computing device from the user, a selection of portions of the business contact information to add to a personal directory associated with the user, wherein the selection further comprises user modifications to the portions of the business contact information, and wherein the personal directory is stored on a device associated with a directory listing service provider;adding, by the computing device, the portions of the business contact information and the user modifications to the portions of the business contact information to the personal directory;receiving, via the computing device, a first indication from the directory listing subscriber to send data associated with the directory listing subscriber to the personal directory, the data comprising an advertisement related to the directory listing subscriber;providing, by the computing device, the advertisement to a device associated with the user;receiving, via the computing device, a selection of the advertisement;in response to receiving the selection of the advertisement, providing, by the computing device, a plurality of options associated with the advertisement; andsending, by ...

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction. 1. A computer-implemented method for identifying an ideal agent pool , the method comprising the acts of:determining, by one or more computers, an optimal interaction;determining, by the one or more computers, a set of caller data from a sample of callers;determining, by the one or more computers, a set of agent data from a set of agents;generating, by the one or more computers, a predictive computer model for the optimal interaction with the set of caller data and the set of agent data;identifying, by the one or more computers, from the computer model, a mix of characteristics from the set of agents to increase the chances of the optimal interaction occurring for the sample of callers; androuting, by the one or more computers, one of the callers from the set of callers to one of the agents from the set of agents based at least in part on the mix of characteristics.2. The method of claim 1 , further comprising using the set of agents and the set of caller data in a pattern matching algorithm.3. The method of claim 1 , wherein the computer model reflects the predicted chances of the optimal interaction occurring for each agent from the set of agents as matched with each caller from the sample of callers.4. The method of claim 1 , wherein the sample of callers is a sample of ...

Call center input/output agent utilization arbitration system

Disclosed herein are systems and methods that provide for maintenance of the status of availability of call-center agents through the use of local arbitration between processes and applications that may interact with more than one resource of telephone contacts between differing activities or work for these call-center agents. Detailed information on various example embodiments of the inventions are provided in the Detailed Description below, and the inventions are defined by the appended claims. 1. A call processing system allowing for the assignment of agents to a plurality of automated call managers whereby each assigned agent can practice predefined dialog with distant parties for more than one activity database , each activity database managed in conjunction with one of the plurality of automated call managers and including a unique set of informational types related to an activity for which the automated call manager is being utilized for , said system comprising:a plurality of telephonic sets in different agent locations, each telephonic set being operable for a two-way audio conversation between a call-center agent and a distant party in a telephone network, each telephonic set being further operable to receive forwarded calls from an automated call manager;a data network providing for the communication of data between network devices;one or more database servers providing over said network contact databases containing the identities of individual persons and their addresses, each of said contact databases optionally including other items of information relating to these persons such as a name, a history, a reputation, and other information related to the activity to which said telephonic sets are being utilized for;a plurality of automated call managers available as network devices over said network, each automated call manager being operable to receive incoming communications from distant parties and forward these incoming communications to call service ...

Method and System for Assigning Tasks to Workers

A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested tasks from the requested-task queue to selected ones of the workers. In one embodiment, the requested tasks are telephone calls received by a network based contact center, and the workers are telephone agents associated with the network based contact center. 1. A machine readable medium comprising computer executable program code for enabling processors to operate a task manager , a worker manager , and an intermediate presence server associated with an organization to accomplish the assignment of a requested task to an available worker , the task manager having updatable requested-task queue status storage and updatable worker status storage , the worker manager associated with a worker receiving the requested task and having worker status storage , the task manager and the worker manager each being associated with the intermediate presence server , the worker manager and task manager each being able to send status information to the presence server and each being able to receive status information from the presence server , the computer executable program code comprising:computer executable program code for receiving the requested task with the task manager;computer executable program code for updating the requested-task queue status in the task manager in accordance with the requested task;computer executable program code for sending the updated requested-task-queue status from the task manager to the presence server;computer executable program code for sending the requested-task-queue status from the presence server to the worker manager;computer executable program code for sending the worker status from the worker manager to the presence server;computer executable program code for sending the worker status to the task manager from the presence server;computer executable ...

System for routing interactions using bio-performance attributes of persons as dynamic input

A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

Enhanced Directory Assistance Services in a Telecommunications Network

Directory assistance provides telephone number look up services to callers based on the business or caller name as listed in a telephone directory. As such, directory assistance in the prior art provides a value-added service to telephone users and an expense that must be charged back to telephone subscribers or absorbed by telephone carriers. The present invention provides a method and system whereby directory assistance is enhanced to deliver a targeted advertising service to telephone listing owners and advertisers. The enhanced directory assistance (EDA) service of the present invention becomes an additional revenue source for carriers. The present invention also provides a method and system for dynamically ordering these directory listings and tracking subsequent telephone referrals. 1. A method for maintaining a dynamically controlled index for a telephone directory assistance system comprising:under control a client system,presenting telephone directory information listings,ordering the listings with a plurality indexes,allowing for the listings to be dynamically controlled,allowing for the indexes to be dynamically controlled.2. The method of wherein the dynamically controlled index is a keyword associated with the listing content.3. The method of wherein the dynamically controlled index is a location code associated with the listing content.4. The method of wherein the dynamically controlled index is a business category code associated with the listing content.5. The method of wherein the dynamically controlled index is a referral payment amount negotiated between the listing owner and the listing provider.6. A method of generating a list of phone numbers substantially in real time in response to a directory assistance request from a telephone customer using a computer network comprising:maintaining a database including a plurality of directory listings, wherein each listing is associated with a referral phone number, at least one search term and a dynamic, ...

SYSTEM AND METHOD FOR PROCESSING AND ROUTING INCOMING CALLS TO A COMMUNICATION ASSISTANCE SYSTEM

A call routing system employs a primary call outing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic. 1. A call routing system for use in directory assistance , said routing system comprising:a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems; anda secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call route routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic.2. The call routing system as claimed in claim 1 , wherein said secondary router further maintains a means for determine the online/off-line status of said primary call routing device.3. The call routing system as claimed in claim 1 , wherein said directory assistance system further ...

System and method for servicing a call

A call from a caller to an interactive voice response (IVR) system may be serviced based on behavior by the caller in one or more prior calls to the IVR system. The call may be serviced by predicting information to be used in servicing the call. Predicting such information may include analyzing data reflecting behavior by the caller in one or more prior calls to the IVR system.

METHOD AND SYSTEM FOR ROUTING CALLS BASED ON A LANGUAGE PREFERENCE

A method processes and conditionally routes a call. The method includes receiving a call from a caller, determining a telephone number of the caller, and determining if the telephone number of the caller is a telephone number assigned to a specific individual. The method also includes accessing an electronic database to determine a stored language preference of the specific individual when the telephone number of the caller is determined to be assigned to a specific individual, prompting the caller to select a language preference when the specific individual does not have a stored language preference, and storing the language preference selected by the caller based on the prompting in an electronic database. The method further includes routing the call to a predetermined destination based on the stored language preference of the specific individual in the electronic database. 1. A method for processing a call , the method comprising:receiving a call from a caller over a communication network;determining a telephone number of the caller;determining if the telephone number of the caller is a telephone number assigned to a specific individual;accessing an electronic database to determine a stored language preference of the specific individual when the telephone number of the caller is determined to be assigned to a specific individual, the specific individual's stored language preference being associated with the caller's telephone number in the electronic database;prompting the caller to select a language preference when the telephone number of the caller is determined to be assigned to a specific individual and the specific individual does not have a stored language preference, and storing the language preference selected by the caller based on the prompting in the electronic database;routing the call to a predetermined destination based on the stored language preference of the specific individual in the electronic database when the telephone number of the caller is ...

Techniques for Customer Relationship Management

Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium. 1. A system for communicating between browsers windows , comprising:a main browser window, hosted by a call processing system, opened in response to a call;a client browser window, hosted by the call processing system, opened in response to the main browser window;a communication framework in communication with the main browser window and the client browser window; anda local storage medium, in communication with the communication framework, configured to store a key value reference from at least the client browser window.2. The system of claim 1 , wherein the communication framework is in communication with the main browser window via a publish-subscribe application programming interface (API).3. The system of claim 1 , wherein the communication framework is in communication with the client browser window via a publish-subscribe application programming interface (API).4. The system of claim 1 , wherein the local storage medium is in communication with the communication framework via hypertext markup language (HTML) application programming interface (API).5. The system of claim 1 , wherein the communication framework triggers an event when data is written to the local storage medium.6. The system of claim 1 , wherein the event is broadcast to the main browser window and the client browser window.7. The system of claim 1 , wherein data in the local storage medium are stored based on a pair of key value references.8. The system of claim 1 , wherein the key value reference is a string.9. A method for ...

SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent. 1. A call center system , comprising:a computerized server executing software (SW) from a machine-readable medium;a data collection function of the SW enabled for collecting data regarding incoming transactions;a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions; anda distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.2. The system of wherein the priority indication is distributed to the associated agent before the transaction is engaged by the agent.3. The system of wherein priority levels are determined for call center tasks to which agents may be assigned or invited as well as for transactions claim 1 , and wherein priority indicators for such tasks are distributed to associated agents at or near the time that the agents are assigned or invited to engage in the tasks.4. The system of wherein the tasks include one or more of text message processing claim 3 , email processing claim 3 , ...

Distributed hardware/software system for managing agent status in a communication center

An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the to subscribing applications.

SYSTEMS, METHODS AND COMPUTER READABLE MEDIA FOR DYNAMICALLY ASSIGNING CONTACTS TO AGENTS

Systems, methods and computer-readable media for dynamically assigning contacts to agents include calculating a unique contact proficiency score for at least a portion of a plurality of agents, the unique contact proficiency score corresponding to a unique contact type. By assigning contacts to agents based on unique contact proficiency score and availability, an embodiment can reduce or eliminate a need for static assignment of one or more call center agents to a specific type of contact. 1. A system for dynamically assigning contacts to agents , the system comprising:any feature described, either individually or in combination with any feature, in any configuration.2. A method of dynamically assigning contacts to agents , the method comprising:one or more steps of any process described, in any order, using any modality described.3. A nontransitory computer readable medium having stored thereon software instructions that , when executed by a processor , cause the processor to perform a series of steps comprising:one or more steps of any process described, in any order, using any modality described. This application claims the benefit of U.S. Provisional Application No. 61/585,644, filed on Jan. 11, 2012, entitled “Systems, Methods and Computer Readable Media for Dynamically Assigning Contacts to Agents”, which is incorporated herein by reference in its entirety.Embodiments relate generally to assigning contacts to agents within a contact center, and, more particularly to systems, methods and computer-readable media for dynamically assigning contacts to agents based on a unique contact proficiency score, among other things.In the context of a contact center (e.g., a call center), contacts (e.g., phone calls, video chats, e-mails, web chats, instant messages, text messages, social media interactions and the like) are generally delivered to contact center agents based on respective assigned roles (or skills) of the agents.These skills are typically statically assigned ...

Method and system for propagating statistics between federated contact center sites for use in event distribution

A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

System and method for manual initiation of communications to members of a contact list

Customer service agents within a communications handling center, such as a contact center handling telephone calls, are assigned to queues. One or more calling agents are also given rights to initiate calls through a manual dialing interface. In certain embodiments, these calling agents dial a telephone number by clicking a mouse on a designated button on a computer display. When a call is placed, if a live party is detected, the call will be routed to the next available customer service agent in the queue. As calls are initiated, the calling agent will see the number of calls connected and routed to customer service agents increase, and can compare this number to the total number of customer service agents available. By manually clicking to dial, the calling agent can manually place calls at a pace that will keep customer service agent occupancy at a maximum, without overflowing the queue.

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction. 1. A method for routing callers to agents in a call-center routing environment , the method comprising:determining, by one or more computers, agent data comprising agent performance data, demographic and psychographic data for an agent;determining, by the one or more computers, caller data comprising multiple elements of demographic and/or psychographic data for each one from a set of callers; andmatching one or more of the agents to one or more of the callers, by the one or more computers, using a multi-element pattern matching algorithm, based at least in part on the agent data and the caller data and based at least in part on increasing the chance of revenue generation, to obtain one or more matching results; andchanging, by the one or more computers, a connection priority of one of the callers relative to the other callers in the set of callers or connecting one of the callers to one of the agents based at least in part on the one or more matching results from the matching step, to increase the chance of revenue generation.2. The method as defined in claim 1 , wherein the agent data comprises multiple elements of demographic data selected from the group of gender claim 1 , race claim 1 , age claim 1 , education claim 1 , accent claim 1 , income claim 1 , nationality ...

Customer service system, method, and software program product for responding to queries using natural language understanding

The present invention uses natural language understanding to increase the ability of a customer service system to respond to a user's query in an automated manner. A customer service system receives a query from a user and offers the user the option of having the system contact the user at a later time with an answer. If the user accepts the offer, the customer service system processes the query offline, including providing the query to a natural language understanding interpreter. The system uses the natural language understanding interpretation to determine if the user's query is in a database of frequently-asked queries. For each query in the database of frequently-asked queries, there is a predetermined response protocol. If the user's query substantially matches a query in the database, the IVR system contacts the user with an automated response in accordance with the predetermined response protocol for the query.

Dynamic adjustment of multi-dimensional routing rule

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support the ability to flexibly apply a plurality of different work assignment algorithms simultaneously, weight work item routing decisions received from each work assignment algorithm, and then make a final work item routing decision based on a weighted combination of the work item routing decisions.

SERVICING CALLS IN CALL CENTERS BASED ON ESTIMATED CALL VALU

Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call. 1. A method comprising:(a) receiving from an agent in a call center, while said agent is serving a first call, an estimate E1 of how much longer said agent will be serving said first call;(b) storing in a data store one or more data that indicate the difference between:(i) said estimate E1, and(ii) the actual remaining time required for said agent to service said first call;(c) receiving from said agent, while said agent is serving a second call, an estimate E2 of how much longer said agent will be serving said second call; and(d) selecting, based at least partially on said one or more data and on said estimate E2, which of a plurality of agents in said call center will service a third call that is currently queued.2. The method of wherein said third call is estimated to be more valuable than at least one call being serviced.3. The method of further comprising routing said third call to the selected agent when the selected agent is available.4. The method of further comprising storing in said data store one or more data that indicate the difference between:(i) said estimate E2, and(ii) the actual remaining time required ...

Telecommunication private wire network

According to the present invention, there is provided a telecommunication Private Wire network comprising: a centralised switch and a number of locations with corresponding end points each of which is connected to said centralised switch by one or more dynamic Private Wires, said centralised switch including means for identifying each location and the end points within that location, a directory for storing details of each location and the corresponding end points, a directory search mechanism and a control means coupled to said identifying means, said directory and said directory search mechanism for receiving an invite from a requesting end point at one of the locations, using the directory search mechanism to identify the receiving end point at a location and the requesting end point at a location in said invite and for establishing a virtual Private Wire between said receiving end point at a location and said requesting end point at a location.

Communication device for establishing automated call back using queues

A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem.

System For Presenting Scripts To A Contact

A system is disclosed for presenting a plurality of scripts to a contact. A system includes a dialer, controller, Input/Output devices, and a memory containing modules for execution on a processor. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

Computer-Implemented System And Method For Processing Caller Responses

A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialogue are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

Cloud computing call centers

Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls.

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated. 1. A method , comprising:obtaining, by one or more computers, agent parameter data for a set of agents;ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles;partitioning, by the one or more computers, callers in a set of callers based on one or more criteria into a set of partitions;obtaining, by one or more computers, caller propensity data for the respective partitions;ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome based at least in part on the caller propensity data for the partitions of the respective callers, to obtain a caller distribution of caller rankings or percentiles; an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution ...

CALL MAPPING SYSTEMS AND METHODS USING BAYESIAN MEAN REGRESSION (BMR)

A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical agents with respective hypothetical agent performances APranging from a worst performance to a best performance; calculating for each of the set of hypothetical agents a posterior distribution taking into account actual results of a respective actual agent in multiple skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances AP, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; repeating calculating the posterior distribution steps for multiple of the hypothetical agents to obtain the respective total probabilities for the respective hypothetical agents; determining one hypothetical agent with a better value of total probability as the actual agent's most probable global performance. This method may also be applied to obtain caller global propensity. 1. A method , comprising:determining or obtaining or receiving, by one or more computers, a distribution of real agent performance from previous real agent performance data for a respective skill k in a set of skills;{'sub': 'i', 'determining, by the one or more computers, a set of hypothetical agents with respective hypothetical agent performances APranging from a worst performance to a best performance for the respective skill k;'}{'sub': 'i', 'calculating for each of the set of hypothetical agents, by the one or more computers, a posterior distribution taking into account actual results of a respective actual agent in each of the set of skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances AP, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents;'}repeating, by the one or more ...

System And Method For Prompt Modification Based On Caller Hang Ups in IVRs

In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt. 1. A method for evaluating an effectiveness of a prompt sequence played by an interactive voice response system , the prompt sequence containing a plurality of separate phrases , the method comprising:by an interactive voice response computer, playing the prompt sequence to a plurality of callers;by the interactive voice response computer, receiving indications of a plurality of caller events during playings of the prompt sequence, the indications including a plurality of timestamps of the plurality of caller events;determining that at least one caller event of the plurality of caller events is a caller hang-up of a misdialed call, based on a timestamp falling immediately after initiating the playing of the prompt sequence;mapping the plurality of timestamps of the plurality of caller events to a particular phrase of the plurality of separate phrases, wherein the at least one caller event is removed from the mapping as a caller hang-up; andevaluating the effectiveness of the particular phrase based on the mapping of the plurality of timestamps of the plurality of callers to the particular phrase.2. The method of wherein evaluating the effectiveness of the particular phrase is based on a ...

MULTI-MODE IVR

An interface prompts a user to enter a marker during a communications session, in which the user is able to later provide a subsequent version of the marker. Initially, a first version of the marker is received from the user. A processor associates the first version of the marker received from the user with a particular position in an information tree and stores the particular position in the information tree associated with the first version of the marker. A second version of the marker is received from the user and in response, the user is returned to the particular position in the information tree that has been stored and associated with the first version of the marker received from the user. 1. A method , comprising:prompting a user to enter a marker during a communications session, the user being able to later provide a subsequent version of the marker;receiving a marker from the user, the marker comprising a first version of the marker;associating, with a processor, the first version of the marker received from the user with a particular position in an information tree and storing the particular position in the information tree associated with the first version of the marker;receiving a second version of the marker from the user; andreturning, in response to receiving the second version of the marker from the user, to the particular position in the information tree that has been stored and associated with the first version of the marker received from the user.2. The method of claim 1 , wherein the first version of the marker includes one of audio data claim 1 , image data claim 1 , control data claim 1 , and video data.3. The method of claim 1 , wherein the second version of the marker includes audio data.4. The method of claim 1 , wherein the second version of the marker includes control data.5. The method of claim 1 , wherein the returning is performed during the communications session.6. The method of claim 1 , wherein the returning is performed during a ...

METHOD AND APPARATUS FOR DATA CHANNEL AUGMENTED AUTO ATTENDED VOICE RESPONSE SYSTEMS

Method of using a computerized smart phone to navigate remote auto attendant telephony systems with a menu structure. The auto attendant's menu structure is put into an online computer database. When the caller uses the smart phone to call and establish a voice channel with remote auto attendant telephony system (using the telephone number of that system), software applications running on the caller's smart phone communication device intercept the telephone number and along with the voice channel, also establish a data channel with the online computer accessible database. The caller's smart phone can then retrieve at least some of the menu structure of the auto attendant telephony system through this data channel. This application software can then display at least some of the menu structure of the remote auto attendant telephony system on the graphical user interface of the user's smart phone synchronized with the audio delivery of the menu structure, facilitating interactions with the auto attendant system. 1. A method of using a computerized audio communication device with a graphical user interface to navigate a remote auto attendant telephony system with a menu structure , said method comprising;obtaining menu structure information pertaining to the menu structure of said auto attendant telephony system;putting said menu structure information into a logically separate online computer accessible database;using directory information and said computerized audio communications device to establish a telephony link with said auto attendant telephony system and a separate link with said logically separate online computer accessible database;retrieving at least some of said menu structure information from said logically separate online computer accessible database;displaying at least some of said menu structure information on the graphical user interface of said computerized audio communication device;using said graphical user interface to navigate through at least ...

DYNAMIC SPEECH RESOURCE ALLOCATION

A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session. 1. (canceled)2. A computer-implemented method comprising:receiving a call at an interactive voice response (IVR) system, the call being received from a telephonic device of a caller;establishing a voice communications session between the IVR system and the telephonic device in response to the call;receiving, by a dynamic speech allocation (DSA) engine and from the IVR system, a request to allocate a speech resource for processing voice data of the voice communications session;accessing, by the DSA engine, configuration data associated with a current state of the voice communications session;accessing, by the DSA engine, dynamic interaction data associated with the caller, wherein the dynamic interaction data includes data representing characteristics associated with the caller or data representing characteristics associated with the caller's calling environment during the voice communications session;selecting, by the DSA engine, a speech resource from among multiple speech resources based on the configuration data and the dynamic interaction data ...

Methods and apparatus to provide contact management with directory assistance technical field

Methods and an apparatus for providing contact management with directory assistance. An example method includes obtaining, via a processor, a billing record generated to track usage of a directory assistance service by a caller, the billing record comprising a first data object conveyed to the caller in association with the usage of the directory assistance service; querying, via the processor, a first directory with the first data object of the billing record to obtain listing information associated with the first data object; and conveying a contact record including the obtained listing information to a device associated with the caller.

Work assignment deferment during periods of agent surplus

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.

System and method for correlating user call response to electronic messages

A method of correlating voice calls with received electronic messages includes sending an electronic message associated with a second party to a first party; subsequently receiving a voice call from the first party by the second party; automatically determining whether the voice call resulted from the electronic message, based on electronically stored information about the sending of the electronic message and about the subsequently received voice call; and if it is determined that the voice call resulted from the electronic message, flagging the voice call to have a different status from voice calls not determined to have resulted from an electronic message.

SYSTEM, METHOD AND SOFTWARE FOR A SPEECH-ENABLED CALL ROUTING APPLICATION USING AN ACTION-OBJECT MATRIX

A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination. 122-. (canceled)23. A system for routing a call , the system comprising:a processor; responding to detecting, in a caller utterance associated with a call from a caller, an indication of an available service and a task by:', 'accessing a matrix indicating routing destinations for combinations of available services and tasks;', 'identifying a routing destination associated with the caller utterance from the matrix; and', 'routing the call to the routing destination identified; and, 'a computer readable medium, accessible to the processor, including processor-executable program instructions, wherein the program instructions, when executed by the processor, cause the processor to perform operations comprising accessing the matrix to identify available services associated with the task indicated in the caller utterance; and', 'prompting the caller to indicate one of the available services identified., 'responding to detecting, in the caller utterance, an indication of a task and failing to detect an indication ...

Voice Response Apparatus and Method of Providing Automated Voice Responses with Silent Prompting

A voice response unit (VRU) includes a silent prompt feature in the form of an intentional delay inserted after a message is given to a caller, during which delay the caller may invoke alternative processing or interrupt current processing. If appropriate alternative or interrupt commands are not received during the delay period, then processing continues as provided in accordance with the previously played message. The duration of this silent prompt delay is carefully selected to provide sufficient response time for the caller to request alternative processing, while avoiding a perceptible or objectionable delay to the average caller not requiring alternative processing.

SYSTEM AND METHOD FOR EXTERNALLY MAPPING AN INTERACTIVE VOICE RESPONSE MENU

Interactive voice response mapping used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS), and communications with the QCS to extract navigational information from the QCS and generating an IVR map. An editor corrects mistakes and removes text that is not relevant to navigational information. Audio communications from the QCS is processed and converted to text or graphical representation. The audio communications from the QCS is compared with an existing IVR map to validate and/or modify the existing IVR map. 1. An interactive voice response mapping system (IVRMS) used in a transaction between a waiting party and a queuing party , the queuing party having a queuing calling system (QCS) , the IVRMS adapted to communicate with the QCS to extract navigational information from the QCS and at least partially build an IVR map of the QCS , the IVRMS comprising a computer-implemented editor , the editor adapted to correct a structure of the IVR by at least one of adding commands , removing commands , and changing commands for a node in the IVR.2. The IVRMS of claim 1 , wherein the IVRMS is adapted to process audio communications from the QCS and convert the audio communications to at least one of text and graphical representation.3. The IVRMS of claim 1 , wherein the IVRMS is adapted to compare audio communications from the QCS with an existing IVR map for validating or modifying the IVR map.4. The IVRMS of claim 1 , wherein the IVRMS is adapted to send at least one of DTMF tones claim 1 , voice cues claim 1 , and software commands to the QCS.5. The IVRMS of claim 1 , wherein the IVRMS is adapted for identifying non-essential text for avoiding unnecessary mapping.6. An interactive voice response mapping system (IVRMS) used in a transaction between a waiting party and a queuing party claim 1 , the queuing party having a queuing calling system (QCS) claim 1 , the IVRMS adapted to communicate with the ...

SYSTEM AND METHOD FOR EXTERNALLY MAPPING AN INTERACTIVE VOICE RESPONSE MENU

An interactive voice response (IVR) mapping system (IVRMS) is used in a transaction between a waiting party and a queuing party, wherein the queuing party has a queuing calling system (QCS). The IVRMS communicates with the QCS for extracting navigational information from the QCS and generates an IVR map of the QCS. The IVRMS performs map validation by comparing the IVR map with extracted navigational information, and determines if a certain threshold of matching is not met. Optionally, a primary IVR map and a supplementary IVR map of the QCS are created. An editor corrects mistakes in an automated speech-to-text conversion process, removes text that is not relevant for visual navigation, corrects structure of an IVR map via adding, removes or changes commands, or a combination thereof. 1. An interactive voice response mapping system (IVRMS) used in a transaction between a waiting party and a queuing party , the queuing party having a queuing calling system (QCS) , the IVRMS adapted to communicate with the QCS for extracting navigational information from the QCS and at least partially generating an IVR map of the QCS , the IVRMS further adapted to perform map validation by comparing the IVR map with extracted navigational information , and to determine if a certain threshold of matching is not met.2. The IVRMS of claim 1 , wherein the IVRMS is adapted to at least partially correct the existing IVR map when the certain threshold of matching is not met.3. The IVRMS of claim 1 , wherein the IVRMS is adapted to process audio communications from the QCS and convert the audio communications to at least one of text and graphical representation.4. The IVRMS of claim 1 , wherein the IVRMS is adapted to compare audio communications from the QCS with the IVR map.5. The IVRMS of claim 1 , wherein the IVRMS is adapted to communicate at least one of DTMF tones claim 1 , voice cues claim 1 , and software commands with the QCS.6. The IVRMS of claim 1 , wherein the IVRMS is adapted ...

SYSTEMS AND ARRANGEMENTS FOR COMMUNICATING WITH AN AUTOMATED INTERACTIVE TELECOMMUNICATIONS SERVICE SYSTEM

In one embodiment a method for accessing and interacting with an interactive telecommunications service system is disclosed. The method can include activating a programming mode, entering a plurality of keystrokes to create a keyed sequence where the keyed sequence can include a telephone number and a menu response sequence. The menu response sequence can control the menu driven portion of the telecom service system after the device is connected via a telecommunications network. The keyed sequence can include delays between each of the plurality of keystrokes. The delays can be recorded and a session identifier can also be recorded. The keyed sequence can be associated with the delays and the session identifier in response to the activated programming mode. Access to the service and results from a service request can be automated by the disclosed arrangements. 1. A method comprising:receiving, by a communications device, a telephone number and responses to menu prompts via a plurality of keystrokes;assigning, by said communications device, a session identifier to said keystrokes; andstoring, by said communications device, the telephone number, the responses to the menu prompts, and data representing time delays between the plurality of keystrokes.2. The method of claim 1 , further comprising activating claim 1 , by the communications device claim 1 , a programming mode of the communications device.3. The method of claim 1 , further comprising storing claim 1 , by the communications device claim 1 , the telephone number claim 1 , the responses to the menu prompts claim 1 , and data representing time delays between the plurality of keystrokes in extensible markup language (XML) file format.4. The method of claim 1 , further comprising sharing claim 1 , by the communications device claim 1 , the telephone number claim 1 , the responses to the menu prompts claim 1 , and data representing time delays between the plurality of keystrokes.5. The method of claim 4 , further ...

MULTI-CHANNEL INTERACTIVE MESSAGE RESPONSE SYSTEM

The current application is directed to a multi-channel interactive message response system that allows for interaction between users and the multi-channel interactive message response system through many different types of devices, communications protocols, and communications media. The multi-channel interactive message response system, in one implementation, is implemented within an automated communications system that organizes and facilitates information exchange between members of organizations and between organizations and individuals outside the organizations. 1. A multi-channel interactive message response system comprising:one or more communications receivers, transmitters, and transceivers interconnected to one or more routers, one or more proxy servers, one or more load balancers, one or more application servers, and one or more database servers via a local network that together implement an input processing subsystem, a post-processing subsystem, and a system-services subsystem; and identifies an incoming interactive-message-response message forwarded to the system-services subsystem by the input processing subsystem, the incoming interactive-message-response message originally sent to the multi-channel interactive message response system from one of various types of user devices, including desktop and mobile computers, cell phones, and landline phones, messages from each of the various types of user devices received by a different type of receiver or transceiver and forwarded to a corresponding receiving component,', 'determines one or more target user devices to which to return a corresponding outgoing interactive-message-response message, and', generates an appropriate outgoing interactive-message-response message, and', 'forwards the outgoing interactive-message-response message to the post-processing system for transmission to the user device., 'for each target user device,'}], 'an interactive message response component implemented within a routing- ...

Automated voice connection to a best-determined target

An apparatus and method for initiating a voice communication to a best-determined target includes associating a plurality of workers in a worker list with a skills profile for each worker. Upon receiving an assistance request for a task, the worker list can be searched automatically for target contacts having the skill profile best-matching the assistance request. Further search criteria can be compared between the task and the matched target contacts to facilitate the proper selection of the best-matched target contacts. Upon a match, a voice communication is automatically initiating between the requestor to the best-determined target contact.

OPERATOR SELECTING DEVICE, RECORDING MEDIUM, AND OPERATOR SELECTING METHOD

An operator selecting device () stores areas that a user is scheduled to visit in association with each user identifying information that identifies the user, and stores an area in association with a language used in the area, and stores an operator in association with a language that the operator handles, and identifies, when an inquiry including user identifying information is received from a terminal used by a user, areas corresponding to the user identifying information, and identifies languages corresponding to the identified areas, and selects an operator who handles a first language and a second language of the identified languages, the first language being used in the current area of stay of the user, the second language being used in an area that the user is scheduled to visit thereafter. 1. An operator selecting device comprising:a memory that stores areas that a user is scheduled to visit in association with user identifying information, and that stores an area in association with a language used in the area, and that stores an operator in association with a language that the operator handles; and first identifying, when an inquiry including user identifying information that identifies a user is received from a terminal used by the user, areas corresponding to the user identifying information by referring to the memory;', 'second identifying languages corresponding to the identified areas at the first identifying by referring to the memory; and', 'selecting an operator who handles a first language and a second language of the identified languages at the second identifying by referring to the memory, the first language being used in the current area of stay of the user, the second language being used in an area that the user is scheduled to visit thereafter., 'a processor coupled to the memory, wherein the processor executes a process comprising2. The operator selecting device according to claim 1 , wherein the process further comprises:determining whether ...

Dynamically-Changing IVR Tree

Methods, systems, and products dynamically change an interactive response system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for membership in a tier.

METHODS AND APPARATUSES FOR DELIVERY OF ADVICE TO MOBILE/WIRELESS DEVICES

Methods and apparatuses to connect consumers to diverse advice sources of experts. In one embodiment, a method includes: providing a list of experts to a mobile device via a wireless media channel for presentation to a consumer; responsive to receiving from the mobile device a selection of one expert from the list of experts, initiating a telephonic connection between the expert and the consumer prior to the consumer submitting a question for advice. In one example, the list includes information to indicate whether one or more of the experts are individually available to telephonically communicate with the consumer at a time when the list is provided to the consumer. In one example, initiating the telephonic connection includes: initiating a first call to the consumer; initiating a second call to the expert; and joining the first and second calls to make the telephonic connection between the expert and the consumer. 1. A method , comprising: information to indicate whether one or more of the experts are individually available to telephonically communicate with the consumer at a time when the list is provided to the consumer, and', 'telephonic references of a phone router assigned to the experts, the telephonic references selectable to cause the mobile device to call the phone router using the telephonic references; and, 'providing a list of experts of diverse advice sources to a mobile device via a wireless media channel for presentation to a consumer, the list comprisingresponsive to receiving a phone call from the mobile device using one telephonic reference of the telephonic references of the phone router assigned to an expert selected from the list of experts, determining a telephonic reference of the expert and initiating a telephonic connection to the expert by the phone router using the telephonic reference of the expert to connect the phone call from the consumer to the expert.2. The method of claim 1 , further comprising:joining the phone call from the ...

SYSTEM AND METHOD FOR QUEUING A COMMUNICATION SESSION

A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue. 1. A method comprising:at a multitenant communication platform, receiving a request to enqueue a communication session, the request specifying a wait-state application configuration of the communication session when in a queue, the request further specifying a queue identifier of a queue within an account of the multitenant communication platform;adding the communication session to a queue of a plurality of communication sessions;upon adding the communication to the queue, transferring control logic to the configured wait-state application;receiving a dequeue request initiated by a second entity;in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.2. The method of claim 1 , wherein dequeuing a communication session from the queue comprises selectively bridging the communication session to the second entity or transferring control logic to an application specified by the second entity.3. The method of claim 1 , wherein the request specifies an action-state application configuration of the communication session further comprising upon dequeuing the communication session claim 1 , transferring control logic to the configured action-state application.4. The method of claim 1 , further comprising providing an application programming interface (API) to the queue.5. The method of claim 4 , wherein the step of receiving a request to enqueue a communication session comprises through the ...

SYSTEM AND METHOD FOR MULTI-MODAL PERSONAL COMMUNICATION SERVICES

A system for personalizing interactive services provided to users of voice and data enabled communications devices, including users of SMS, MMS and WAP enabled communications devices. The system is designed to access source information associated with a particular requester for a service and to map the source information to personalization information associated with a user of the system. The source information is extracted in various embodiments from different types of communications channels. The personalization information is employed by the system to influence the behavior of the system while providing an interactive service to the user. 1. A system for personalizing the provision of an interactive service , said system comprising:a plurality of first types of communications channels;a requester identifying apparatus that is configured to obtain source information associated with a request for a service that is associated with a user and that is communicated via at least one of the first types of communications channels;a plurality of second types of communications channels;one or more applications that are configured to direct an interactive session between said system providing said service and a requester via at least one of the second types of communications channels, said interactive session having a path of control that is directed, at least in part, by digital logic residing within said one or more applications;providing a personalization module that is configured to access personalizing information associated with said source information and that is configured to provide said personalizing information as an input to a determination of at least a portion of said digital logic residing within said one or more applications;wherein a call control extensible markup language (CCXML) script is used to control an interactive session between said one or more applications and said requester;where a first type of communication channel is a voice type of ...

SYSTEM, METHOD, APPARATUS, AND COMPUTER PROGRAM PRODUCT FOR PROVIDING MOBILE DEVICE SUPPORT SERVICES

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided. 1. A method comprising:receiving device status data from a mobile device;determining whether to escalate to a support session facilitated by a customer service representative;if the determining whether to escalate results in the support session, determining a particular customer service representative to assign to the support session based at least in part on information regarding a plurality of customer support representatives;assigning the particular customer service representative to the support session; and providing a record of the received device status data to the assigned customer service representative.2. The method of claim 1 , wherein determining whether to escalate to the support session facilitated by the customer service representative is further based at least in part on the received device status data.3. The method of claim 1 , further comprising determining claim 1 , based at least in part on the received device status data claim 1 , a user sophistication level.4. The method of claim 3 , wherein determining whether to escalate to the support session facilitated by the customer service representative is further based at least in part on the user sophistication level.5. The method of claim 3 , wherein determining the particular customer service representative is further based at least in part on the user sophistication level.6. The method of claim 3 , further comprising causing an indication of the user sophistication level to be provided to the particular customer support representative.7. The method of claim 1 , wherein the device status data comprises ...

Electronic device and method of controlling the same

To achieve the objects of the present invention, according to an aspect of the present invention, an electronic device is provided which includes a communication unit, an output unit, and a controller that connects a call received through the communication unit, performs an automatic conversation operation to conduct an automatic conversation with a calling party, and selectively performs one of a first operation to terminate the call and a second operation to generate recognition information on the automatic conversation and to output the recognition information based on the automatic conversation.

APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION

Apparatus, systems, and methods for communication analysis and handling, such as automated analysis and handling of telephone calls. In some implementations, the method may comprise initiating a first communication to a destination using a first communication line, performing an analysis on the first communication, and sending a communication signal generated at the destination to a first agent. The communication signal may comprise a live communication signal, and the step of sending the communication signal to the first agent may be performed concurrently with the analysis on the first communication such that the agent may thereby be able to monitor the communication and assume a natural response to the person without unnatural delay as the communication begins. 1. A method for communication analysis and handling , the method comprising:initiating a first communication to a destination using a first communication line;performing an analysis on the first communication to determine whether a live person responds to the first communication; andsending a communication signal generated at the destination to a first agent, wherein the communication signal comprises a live communication signal, and wherein the step of sending the communication signal to the first agent is performed concurrently with the analysis on the first communication.2. The method of claim 1 , wherein the communication signal comprises at least one of live human voice audio and live human video.3. The method of claim 2 , wherein the first communication comprises a telephone call claim 2 , and wherein the communication signal comprises a live human voice audio signal.4. The method of claim 3 , wherein the analysis comprises at least one of a call progress analysis and a call management analysis.5. The method of claim 4 , wherein the step of sending an audio signal generated at the destination to a first agent comprises sending the audio signal to the first agent with a preliminary connection.6. The ...

Universal Queuing for Inbound Communications

Exemplary systems and methods for queuing an inbound communication are provided. In exemplary embodiments, the inbound communication is received by a communication server associated with a communication type of the inbound communication. Communication statuses of one or more agents over a plurality of communication types are reviewed to determine available agents. One or more profiles are reviewed to assess applicability of one or more agents to receive the inbound communication, whereby an agent may be applicable to handle more than one inbound communication concurrently as determined by their profile. An appropriate agent is then selected based on the availability and applicability of the one or more agents to which the inbound communication is forwarded.

Systems and methods for state awareness across communication channels and statefully transitioning between communication channels

A system for providing state awareness across communication channels and statefully transitioning a user between a source channel and a destination channel is disclosed. The method may comprise storing a unique identifier associated with the user and data associated with the user, retrieving the data associated with the user based upon the user identifier and in response to the user entering the destination channel that is different from the source channel, and populating the data associated with the user in the destination channel. The destination channel may comprise a display of a customer service representative, and the populating may occur automatically. Furthermore, the method may comprise placing a call to a telephone number associated with the user in response to at least one of the user answering a requisite number of questions in the source channel and the user requesting a transition to a voice destination channel.

METHOD AND APPARATUS FOR INTENT PREDICTION AND PROACTIVE SERVICE OFFERING

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR. 1. A computer implemented method for identifying customers across multiple channels , predicting customer intent , and proactively offering services to customers , comprising:a processor implemented automated speech self-service application framework using any of data that said framework persists, data persisted by other non-IVR interaction channels, which data persisted by non-IVR channels comprises any of recent Web page history and chat transcript contents, and enterprise data that said framework accesses, to greet customers and execute a personalized service strategy for each customer; andsaid framework applying said personalized service strategy to minimize the duration of each customer interaction, reduce cognitive effort needed by each customer, and enhance each customer's experience by treating each customer as a known customer.2. The method of claim 1 , further comprising:said framework predicting the identity, or multiple possible candidate identities, of each customer; andsaid framework generating a self optimizing confidence factor for each identity prediction that is adjustable after each interaction.3. The method of claim 1 , further comprising:said framework predicting each customer's intent to estimate a most likely action or actions that said customer intends to take in an ongoing interaction; andsaid framework applying a self optimizing prediction confidence score to adjust said predicted customer intent on-the-fly and determine which assessment is most productively applied to the customer's interaction.4. The method of claim 1 , further comprising:said framework proactively offering to the customer any of at least one ...

Automated Passcode Recovery in an Interactive Voice Response System

The preferred embodiments of the present invention include providing automated passcode recovery in an interactive voice response system by providing to a caller an automated passcode recovery question and processing a caller answer to the automated passcode recovery question to authenticate the caller. 1providing to a caller an automated auditory passcode recovery question;receiving a caller answer to the automated auditory passcode recovery question from the caller; andresponsive to the caller answer matching a stored automated passcode recovery answer corresponding to the automated auditory passcode recovery question, authenticating the caller.. A method for providing automated passcode recovery in an interactive voice response system, the method comprising: This application is a continuation of U.S. Utility Application entitled, “Automated Passcode Recovery in an Interactive Voice Response System,” having Ser. No. 12/776,943, which was filed on May 10, 2010, which is a continuation of U.S. Utility Application entitled, “Automated Passcode Recovery in an Interactive Voice Response System,” having Ser. No. 11/923,939, which was filed on Oct. 25, 2007 (now U.S. Pat. No. 7,715,532), which is a continuation of U.S. Utility Application entitled, “Automated Passcode Recovery in an Interactive Voice Response System,” having Ser. No. 10/102,986, which was filed on Mar. 21, 2002 (now U.S. Pat. No. 7,292,680), the entire contents of which are hereby incorporated herein by reference.The present invention is generally related to interactive voice response systems and, more particularly, is related to passcodes in an interactive voice response system.Interactive voice response systems are commonly used as interfaces at a wide variety of support centers, call centers, and other information retrieval centers (e.g., voice mail systems, automated banking systems, etc.). When an interactive voice response system is contacted by a caller, the caller is typically first presented ...

SYSTEM AND METHOD FOR MAXIMIZING EFFICIENCY OF CALL TRANSFER SPEED

A system and method for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker is provided. The method contains the steps of: entering a dialing agent and a talker into a campaign to maintain direct communication with the dialing agent and with the talker; calling a customer via use of a dialing agent device; receiving from the dialing agent a request to transfer a connected customer from communicating with the dialing agent to communicating with a talker; and after receiving the request to transfer, transmitting an identification of a customer record associated with the connected customer to a talker computer for identifying the customer record, where the customer record has been previously stored on the talker computer prior to receiving the request to transfer. 1. A system for handling call transfer from being between a customer and a dialing agent to being between the customer and a talker , wherein the system comprises a central data server , a dialing agent computer , and a talker computer , the system further comprising:the central data server having a memory, and a processor configured by the memory to provide a batch notification that enables the talker computer to identify a batch of one or more customer records, for dialing in the near future;the dialing agent computer having a memory, and a processor configured by the memory to provide a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein the dialing agent computer is used by a dialing agent, and wherein a customer record of the connected customer is one of the batch; receiving the batch notification that enables the talker computer to identify the batch of one or more customer record; and', 'receiving an identify notification that enables the talker computer to identify the customer record associated with the connected customer, for the ...

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated. 1obtaining, by one or more computers, agent parameter data for a set of agents;ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles;partitioning, by the one or more computers, callers in a set of callers based on one or more criteria into a set of partitions;obtaining, by one or more computers, caller propensity data for the respective partitions;ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome based at least in part on the caller propensity data for the partitions of the respective callers, to obtain a caller distribution of caller rankings or percentiles; an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution of the caller rankings ...

METHOD AND APPARATUS FOR ROUTING A CALL TO A SUBJECT MATTER EXPERT VIA A PACKET NETWORK

A method and apparatus for routing a call to a subject matter expert via a packet network is described. In one embodiment, a request to route said at least one call to the SME is received. A predefined location associated with the SME is also obtained. The call is then routed to a foreign Internet Protocol gateway associated with the predefined foreign location to communicate with the SME. 1. A method for routing a call to a subject matter expert via a packet network , comprising:receiving, by a processor of at a customer care center, a request to route the call to the subject matter expert determined to be qualified in an area of expertise to address a specific problem of a calling customer, wherein the call comprises a toll free call;obtaining, by the processor, a predefined foreign location associated with the subject matter expert, wherein the foreign location comprises a location in a foreign country relative to the customer care center; androuting, by the processor, the call to a foreign internet protocol gateway of the packet network associated with the predefined foreign location to communicate with the subject matter expert based upon qualifications of the subject matter expert to address the specific problem of the calling customer, wherein the subject matter expert is serviced by an in country partner service provider, wherein the packet network comprises an internet protocol network.2. The method of claim 1 , wherein the predefined location is obtained from a database.3. The method of claim 1 , wherein the routing comprises:routing the call to the foreign internet protocol gateway that forwards the call to an access network that terminates the call to the subject matter expert.4. The method of claim 1 , wherein the internet protocol network comprises a service over internet protocol network.5. An apparatus for routing a call to a subject matter expert via a packet network claim 1 , comprising:a processor of a customer care center; and receiving a request ...

SYSTEM AND METHOD PROVIDING MULTI-MODALITY INTERACTION OVER VOICE CHANNEL BETWEEN COMMUNICATION DEVICES

The present disclosure relates generally to interactive response systems, and more particularly to systems and methods for providing multi-modality interaction between communication devices. In one embodiment, a multi-modality interactive system is disclosed, comprising: a processor; and a memory storing processor-executable instructions comprising instructions to: obtain a request to initiate an interactive session with a communication device; obtain interactive session data for communication to the communication device; select a modality for the interactive session data, by analyzing one or more parameters associated with the interactive session data and the communication device; convert a format of the interactive session data according to the selected modality; and transmit the interactive session data in the converted format to the communication device. 1. A multi-modality interactive system , comprising:a processor; and obtain a request to initiate an interactive session with a communication device;', 'obtain interactive session data for communication to the communication device;', 'select a modality for the interactive session data, by analyzing one or more parameters associated with the interactive session data and the communication device;', 'convert a format of the interactive session data according to the selected modality; and', 'transmit the interactive session data in the converted format to the communication device., 'a memory storing processor-executable instructions comprising instructions to2. The system of claim 1 , wherein the communication device comprises:a communication device processor; and recognize the modality of the transmitted interactive session data; and', 'provide the transmitted interactive session data for a user according to the recognized modality of the transmitted interactive session data., 'a communication device memory storing processor-executable instructions comprising instructions to3. The system of claim 1 , wherein the ...

SYSTEMS AND METHODS FOR ROUTING CALLS

An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers. 1. A method of routing calls through successive layers of providers that are associated with separate entities that are part of organizational units , the organizational units connected via an IP (Internet Protocol) data network that is connected to a call center , the method comprising:receiving a call from a requestor, the call originating from an entity and requiring a particular skill of a representative;routing the call to a representative of the entity logged-in to the call center when the representative of the entity has that particular skill and is available to take the call;when the representative of the entity is not available to take the call, routing the call to a representative of an organizational unit associated with the entity when the representative of the organizational unit has that particular skill and is available to take the call, wherein the representative of the organizational unit associated with the entity is also logged-in to the call center; andwhen the representative of the entity and the representative of the organizational unit are not available to take the call, routing the call to a representative outside the organizational unit when the representative outside the organizational unit has that particular skill and is available to take the call, wherein the representative outside the organizational unit is also logged-in to the call center.2. The method according to claim 1 , wherein the particular skill ...

System and method for managing traffic bursts on a per tenant basis

A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Method of Distributed Aggregation in a Call Center

A method for partitioning a call center having N agents associated with M agent groups, for computation by a plurality of computational nodes, has steps for (a) assigning each agent as a vertex in a hypergraph; (b) assigning each agent group as a hyper-edge in the hypergraph; and (c) applying a hypergraph partitioning algorithm to partition the agents and groups relative to the nodes with the hypergraph cost function awarding equal load distribution to nodes and minimizing inter-node traffic.

SYSTEM AND METHOD FOR MONTIORING HEALTH OF DEPLOYMENT STATES FOR A CONTACT CENTER

A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state. 1. A method for monitoring deployment states of a contact center , the method comprising:migrating, by the processor, a state of the contact center from a first deployment state to a second deployment state;recording, by the processor, steps in migrating from the first deployment state to the second deployment state;storing, by the processor, the recorded steps in association with metadata describing the second deployment state;monitoring, by the processor, health of the second state; andtaking an action by the processor for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy.2. The method of further comprising:monitoring and collecting, by the processor, contact center operation data;detecting, by the processor, in response to the monitoring, a condition relating to the operation of the contact center;dynamically adjusting, by the processor, at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center ...

USE OF ABSTRACTED DATA IN PATTERN MATCHING SYSTEM

Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and on performance data for the respective agents of the set of agents. 1. A method of operating a call center system , comprising:obtaining, by one or more computers, performance data for agents in a set of agents;obtaining, by the one or more computers, a respective abstracted data stream for each of multiple calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system;determining, by the one or more computers, from respective field data positions in the respective data streams respective patterns for the respective data streams;obtaining, by the one or more computers, performance data for the respective patterns; andmatching, by the one or more computers, using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents.2. ...

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining performance data for the respective patterns of the calls; performance data for agents in a set of agents; determining pattern performance sensitivity to agent performance comprising the pattern performance data correlated to agent performance data; matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the one agent and on the pattern performance sensitivity to agent performance for the respective call. 1. A method of operating a call center , comprising:obtaining for each call in one set of calls, by one or more computers, a respective pattern representing multiple different respective data fields;obtaining, by the one or more computers, performance data for the respective patterns of the calls;obtaining, by the one or more computers, performance data for respective agents in a set of agents;determining, by the one or more computers, pattern performance sensitivity to agent performance comprising the pattern performance data correlated to the agent performance data; andmatching, by the one or more computers, a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the one agent and on the pattern performance sensitivity to agent performance for the respective call.2. The method as defined in claim 1 , wherein the determining pattern performance sensitivity to agent performance comprises correlating call performance data in the data set to agent performance of the agents handling the calls in a data set.3. The method as defined in claim 1 , further comprising:percentiling or ranking, by the one or more computers, the agents in the set of agents based at least in part on their respective performance data; andpercentiling or ...

MANAGEMENT OF QUEUES IN CONTACT CENTRES

Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself. 1. A queue manager for distributing across a network requests for actions by network resources wherein each request has an assigned priority and is represented by a software object positioned in at least one prioritized queue of software objects , each software object having at least one respective pointer determining the position of the software object in the at least one prioritized queue and each network resource meeting corresponding capability criteria , the queue manager comprising at least one processor operable , when a network resource having specified capability criteria becomes available:to determine a highest priority queued software object matching the specified capability criteria; andto issue routing instructions to route a request corresponding to the highest priority queued software object matching the specified capability criteria to the available network resource.2. The queue manager of claim 1 , wherein the at least one processor is operable to determine the highest priority queued software object meeting the specified capability by:requesting identification of respective highest priority queued software objects matching the specified capability criteria from a plurality of nodes distributed across the network; andcomparing the identified respective highest priority ...

METHOD, CALL CENTER, AND SYSTEM FOR AGENT TERMINAL TO ANSWER CALL

A method for an agent terminal to answer a call includes: sending, by a call center, a request ring notification to all agent terminals whose skills meet a customer requirement and whose states are non-idle (); ringing all the agent terminals simultaneously according to received messages for invoking a request ring interface sent by all the agent terminals (); and connecting, according to an off-hook answer of the one of the agent terminals (), a call between one of the agent terminals and a user terminal. In addition, a call center and a system are further provided. 1. A method for an agent terminal to answer a call , comprising:sending a request ring notification to all agent terminals whose skills meet a customer requirement and whose states are non-idle;ringing all the agent terminals simultaneously according to received messages for invoking a request ring interface sent by all the agent terminals; andconnecting, according to an off-hook answer of the one of the agent terminals, a call between one of the agent terminals and a user terminal.2. The method according to claim 1 , further comprising:receiving a latest state reported by an agent terminal, and updating the state of the agent terminal, whereinthe sending a request ring notification to all agent terminals whose skills meet the customer requirement and whose states are non-idle specifically comprises:sending a request ring notification to all agent terminals whose skills meet the customer requirement and whose updated states are non-idle.3. The method according to claim 1 , further comprising: before the sending a request ring notification to all agent terminals whose skills meet the customer requirement and whose states are non-idle claim 1 , if there is an agent terminal whose skill meets the customer requirement and whose state is idle claim 1 , routing the customer call to the idle agent terminal.4. The method according to claim 1 , wherein the request ring notification carries a call rejection ...

Mechanism for facilitating dynamically prioritized control of calls over a network

A mechanism is described for facilitating dynamically prioritized control of calls over a network according to one embodiment. A method of embodiments includes receiving, at a computing device, a call reporting an emergency, automatically evaluating the received call and the reported emergency, and assigning a priority level to the call based on the evaluation of the call and the emergency. The method may further include placing the call in a first queue based on the assigned priority level. The call may be picked from the first queue and processed based on the assigned priority level. Other embodiments are described and claimed.

CONTROLLING HOLD QUEUE POSITION ADJUSTMENT

A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a caller profile according to the identity of the caller, wherein the caller profile comprises at least one previously earned advancement token. The computer system offers the caller an option of redeeming the previously earned advancement token for adjustment of a position of the caller in the hold queue. 1. A method for call queue management of advancement tokens , comprising:receiving, by a computer system, a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller;accessing, by the computer system, a caller profile according to the identity of the caller, wherein the caller profile comprises at least one previously earned advancement token; andoffering, by the computer system, the caller an option of redeeming the previously earned advancement token for adjustment of a position of the caller in the hold queue.2. The method according to claim 1 , further comprising:publishing, by the computer system, a question of a second caller from among a plurality of callers waiting in the hold queue;responsive to the caller indicating a readiness to answer to the question, connecting, by the computer system, the second caller with the caller; andresponsive to the caller answering the question, awarding, by the computer system, the caller the advancement token and storing the advancement token in the caller profile for redemption by the caller.3. A method for call queue management of advancement tokens claim 1 , comprising:receiving, by a computer system, a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller;detecting, by the computer system, a characteristic of the caller for which an automatic advancement token is granted; ...

Employee Check-in Verification Method And System

Systems and methods for verifying and monitoring employees are provided. Employees call-in to the system at scheduled times. If an employee misses a scheduled call-in, an alert can be generated. An employer notification process can generate the alert, notifying a supervisor of the employee's missed call. The alert can include the employee's name, the location of the employee, and the time he/she was supposed to call. Such systems and methods can be used to verify that a worker is at the proper location at the proper time and awake and alert during the entire time period that he/she is supposed to be working. 1. A computer implemented system for monitoring employees comprising:an interactive voice response (IVR) system executing on one or more computer processors configured to receive employee check-in data including employee audio data providing a representation of an employee, the interactive voice response (IVR) system processing employee check-in data to determine time and location parameters to facilitate creation of real-time alerts;an alert system executing on one or more processors, in communication with the interactive voice response (IVR) system;the alert system configured to generate a real-time alert in response to detecting a potential problem condition, where the potential problem condition is detected using defined expectations for the employee check-in data received by the one or more computer processors, in communication with the interactive voice response (IVR) system, the defined expectations including a scheduled location and a scheduled time frame, including frequency or time periods, for receiving the employee check-in data including the employee audio data indicative of the employee being awake during many parts of a work shift, where the alert facilitates monitoring of the employee; andthe alert system configured to generate the alert with a delay such that transmission of the alert is delayed for a period of time to allow the employee ...

Escalation Tracking and Analytics System

An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface. 1. A system comprising:persistent storage containing a representation of an escalation path, the escalation path including an ordering of escalation groups, wherein the escalation groups in the ordering each represent one or more agents and include corresponding maximum numbers of contact attempts, corresponding maximum times to wait after the contact attempts, and corresponding channels for each of the contact attempts; and receive an indication that an escalation-triggering event has occurred;', 'in response to receiving the indication, perform attempts to contact the agents in the escalation groups in accordance with the ordering and by way of the corresponding channels;', 'receive, from a client device, a request for live tracking of the attempts to contact the agents;', 'while the attempts to contact the agents are being performed, generate a representation of a graphical user interface that identifies: (i) a current agent that the system is attempting to contact, wherein the current agent is of a current escalation group, (ii) a number of attempts that have so far been made ...

System And Method For Pairing Agents And Callers Within A Call Center

A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent. 1. A system for pairing agents and callers within a call center environment , comprising:a call receipt module to receive a call from a caller into a call center and to receive a voice sample from the caller during the call;a trait identification module to identify traits of the caller from the voice sample;a comparison module to compare the traits of the caller to traits of one or more candidate agents within the call center;a similarity module to determine a similarity between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent;a selection module to select one of the candidate agents based on the similarity; anda call connection module to connect the caller with the selected candidate agent.2. A system according to claim 1 , further comprising:a measurement module to measure each trait of the caller and the candidate agents as one of a presence of the trait, an absence of the trait, along a continuum, and as a percentage.3. A system according to claim 1 , further comprising:a designation module to designate at least two of the traits of the caller as traits of interest;an assignment module to assign a weight to each of the traits of interest; anda similarity determination module to consider the weights of the traits when determining the similarity.4. A system according ...

SYSTEM AND METHOD FOR CALCULATING CONTEXT-AWARE ESTIMATED WAIT TIME FOR CUSTOMERS

An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact. 1. An Estimated Wait Time (EWT) computing system to compute estimated wait time for customers in a contact center , the EWT computing system comprising:a processor; and an analysis module configured to analyze each incoming contact to determine attributes corresponding to the incoming contact;', 'a categorization module configured to assign the incoming contact to a category of incoming contacts, based on the determined attributes and a past history of the incoming contact or a previous contact that shares an attribute with the incoming contact, the past history retrieved from the memory; and', 'a computing module configured to compute an estimated wait time for the incoming contact based on the category of the incoming contact and availability of suitable agents to handle the incoming contact, wherein suitability of an agent is determined by matching the category of the incoming contact with one of skill sets and past experiences of agents., 'a memory coupled to the processor, the memory comprising one or more instructions that, when executed by the processor, provide2. The EWT computing system of claim 1 , wherein the analysis module ...

SYSTEM AND METHOD FOR CONTACT CENTER COMMUNICATIONS

A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality. 1. A system , comprising:a message bus configured to connect with a plurality of widgets; andthe message bus including a processor and a memory, where the memory stores instructions, which when executed by the processor causes the processor to connect the plurality of widgets to a user interface based on permissions.2. The system of claim 1 , where the widget comprise a plugin.3. The system of claim 2 , further including an interface claim 2 , where the interface connects the message bus with a widget.4. The system of claim 1 , where features of the plurality of widgets are dynamically adjusted based on which of the plurality of widgets are connected with the message bus.5. The system of claim 4 , where features of the plurality of widgets are dynamically adjusted based on a given usage context.6. The system of claim 5 , where the context comprises a suggestable action.7. The system of claim 5 , where the context comprises a business logic.8. The system of claim 1 , where the message bus further includes an interface to connect the user interface with the message bus.9. The system of claim 1 , where the instruction when executed by the processor further causes the processor to register the widget.10. The system of claim 1 , where the instruction when executed by the processor further causes the processor to register a view.11. A method claim 1 , comprising:connecting, with a processor, a message bus with a plurality of widgets;registering the plurality of widgets; andconnecting, with the ...

System and method for automated agent assistance within a cloud-based contact center

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

SYSTEM AND METHOD FOR AUTOMATED AGENT ASSISTANCE WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; and receiving a communication from a customer;', "automatically analyzing the communication to determine a subject of the customer's communication;", "automatically parsing a knowledgebase for at least one responsive answer to a question associated with the subject of the customer's communication; and", 'providing the at least one responsive answer to an agent during the communication with the customer., 'executing an agent assist functionality within the automation infrastructure that performs operations comprising2. The method of claim 1 , wherein the communication is in textual form claim 1 , the method further comprising:displaying text input by the customer in a first field of a unified interface;parsing the text input by the customer for key terms;querying the knowledgebase using the key terms; anddisplaying responsive results from the knowledgebase as the solution in a second field in the unified interface.3. The method of claim 2 , wherein the method is performed in real-time.42. The method of claim 2 , further comprising:querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; anddisplaying responsive results from the CRM/CSM in the second field in the unified interface.5. The method of claim 2 , ...

System and method for automated scheduling using agent assist within a cloud-based contact center

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

SYSTEM AND METHOD FOR AUTOMATED SCHEDULING USING AGENT ASSIST WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; andexecuting an agent assist functionality within the automation infrastructure that performs operations comprising:receiving a communication from a customer;displaying text associated with the communication in a first field of a unified user interface;automatically analyzing the text to determine key terms associated the communication; andautomatically using the key terms to schedule a subsequent interaction with the customer.2. The method of claim 1 , further comprising:querying one of a knowledgebase, a customer relationship management (CRM) platform/a customer service management (CSM) platform, and a database of customer-agent transcripts using the key terms; anddisplaying responsive results to the querying in a second field in the unified interface.3. The method of claim 2 , further comprising automatically using query results to schedule the subsequent interaction.4. The method of claim 1 , further comprising:receiving the communication as speech;converting the speech to text; andparsing the text for key terms.5. The method of claim 1 , wherein the communication is a multi-channel communication and received as one of an SMS text claim 1 , voice call claim 1 , e-mail claim 1 , chat claim 1 , interactive voice response (IVR)/intelligent virtual agent (IVA) systems ...

SYSTEM AND METHOD FOR REAL-TIME AGENT ASSIST WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:receiving a communication from a customer;automatically analyzing the communication in real-time to determine a subject of the customer's communication;automatically parsing a knowledgebase in real-time for at least one responsive answer to a question associated with the subject of the customer's communication; andproviding the at least one responsive answer in real-time to an agent during the communication with the customer.2. The method of claim 1 , wherein the communication is in textual form claim 1 , the method further comprising:displaying text input by the customer in a first field of a unified interface;parsing the text input by the customer for key terms;querying the knowledgebase using the key terms; anddisplaying responsive results from the knowledgebase as the solution in a second field in the unified interface.3. The method of claim 2 , further comprising highlighting the key terms.42. The method of claim 2 , further comprising:querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; anddisplaying responsive results from the CRM/CSM in the second field in the unified interface.5. The method of claim 2 , further comprising:querying a database of customer-agent transcripts using the key terms; anddisplaying responsive results from the database of customer-agent transcripts in the second field in the unified interface.6. The method of claim 1 , further comprising:receiving the communication as speech;converting the speech to text; ...

SYSTEM AND METHOD FOR REAL-TIME AGENT ASSIST WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; andexecuting an agent assist functionality within the automation infrastructure that performs operations comprising:receiving a communication from a customer;automatically analyzing the communication in real-time to determine a subject of the customer's communication;automatically parsing a knowledgebase in real-time for at least one responsive answer to a question associated with the subject of the customer's communication; andproviding the at least one responsive answer in real-time to an agent during the communication with the customer.2. The method of claim 1 , wherein the communication is in textual form claim 1 , the method further comprising:displaying text input by the customer in a first field of a unified interface;parsing the text input by the customer for key terms;querying the knowledgebase using the key terms; anddisplaying responsive results from the knowledgebase as the solution in a second field in the unified interface.3. The method of claim 2 , further comprising highlighting the key terms.42. The method of claim 2 , further comprising:querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; anddisplaying responsive results from the CRM/CSM in the second field in the unified interface.5. ...

SYSTEM AND METHOD FOR AGENT ASSIST ERROR CORRECTION AND DETECTION WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:receiving a communication from a customer;routing the communication to an agent;creating a transcript of the communication;analyzing to detect predetermined groupings of words or variations of the groupings of words; andalerting a supervisor upon detecting the predetermined groupings of the words or the variations of the groupings of the words.2. The method of claim 1 , further comprising performing the analyzing to determine agent compliance.3. The method of claim 1 , further comprising determining an emotional state of the agent.4. The method of claim 1 , further comprising determining if the agent is talking too fast claim 1 , too slow or if there is a delay between words.5. The method of claim 1 , further comprising:receiving the communication as speech;converting the speech to text; anddetermining intent from the text.6. The method of claim 1 , wherein the communication is a multi-channel communication and received as one of an SMS text claim 1 , voice call claim 1 , e-mail claim 1 , chat claim 1 , interactive voice response (IVR)/intelligent virtual agent (IVA) systems claim 1 , and social media.7. The method of claim 1 , wherein the analyzing is performed in real time during the communication.8. The method of claim 1 , further comprising:populating a notes interface with a transcript of the communication; andproviding the transcript of the indication to the supervisor.9. The method of claim 8 , further comprising highlighting the predetermined groupings of the words or the variations of the groupings of ...

SYSTEM AND METHOD FOR AGENT ASSIST ERROR CORRECTION AND DETECTION WITHIN A CLOUD-BASED CONTACT CENTER

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; and receiving a communication from a customer;', 'routing the communication to an agent;', 'creating a transcript of the communication;', 'analyzing to detect predetermined groupings of words or variations of the groupings of words; and', 'alerting a supervisor upon detecting the predetermined groupings of the words or the variations of the groupings of the words., 'executing an agent assist functionality within the automation infrastructure that performs operations comprising2. The method of claim 1 , further comprising performing the analyzing to determine agent compliance.3. The method of claim 1 , further comprising determining an emotional state of the agent.4. The method of claim 1 , further comprising determining if the agent is talking too fast claim 1 , too slow or if there is a delay between words.5. The method of claim 1 , further comprising:receiving the communication as speech;converting the speech to text; anddetermining intent from the text.6. The method of claim 1 , wherein the communication is a multi-channel communication and received as one of an SMS text claim 1 , voice call claim 1 , e-mail claim 1 , chat claim 1 , interactive voice response (IVR)/intelligent virtual agent (IVA) systems claim 1 , and social media.7. The method of claim 1 , wherein the ...

System and method for speech-enabled automated agent assistance within a cloud-based contact center

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

PROCESSING FILES FROM A MOBILE DEVICE

The presently described subject matter allows the user to interactively browse a collection of electronic files, such as a digital photo collection, remotely using a mobile telephone. Files from the collection of electronic files can be directed from the mobile telephone to be sent to a remote display device, where the file can be displayed. Also, a user can record voice and text annotations from the mobile phone to preserve with an electronic file, and which is transported along with the file when it is displayed on a remote display device. 1. A method comprising:depicting, by a display device in real-time as controlled by a mobile device that is not proximate to the display device, a file stored on a computing device that is not proximate to the display device or to the mobile device, where the file was previously selected via the mobile device.2. The method of where the file is part of a collection of files that is stored on the computing device.3. The method of where the collection stored on the computing device is configured for being browsed via the mobile device.4. The method of where a size of the file was scaled by the computing device prior to the information from the file being depicted by the display device.5. The method of where a quality of the file was scaled by the computing device prior to the information from the file being depicted by the display device.6. The method of further comprising presenting claim 1 , by the display device under control of the mobile device claim 1 , an annotation of the file.7. The method of where the annotation is a text or voice annotation that was created and associated with the file via the mobile device.8. A system comprising:a display device configured to depict, in real-time as controlled by a mobile device that is not proximate to the display device, a file stored on a computing device that is not proximate to the display device or to the mobile device, where the file was previously selected via the mobile device. ...