ASPECT SOFTWARE, INC. Patent applications |
Patent application number | Title | Published |
20140016766 | CONTACT CENTER QUEUE PRIORITY MANNAGEMENT METHOD AND SYSTEM - A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent. | 01-16-2014 |
20100260331 | METHOD OF DISPLAYING COMPLEX RELATIONSHIPS - A method and apparatus are provided for presenting structural relationships in an automatic contact distribution system. The method includes the steps of defining a plurality of structural elements within the automatic contact distribution system, selecting a structural element of the automatic contact distribution system as a root element, identifying any related elements of the plurality of elements that together with the selected element affect contact handling within the automatic contact distribution system and displaying the root element and related elements along with an indicia of the relationship between the root element and related elements. | 10-14-2010 |
20100119052 | METHOD OF REMOTELY OPERATING CONTACT CENTER SYSTEMS - A method and apparatus are provided for controlling a server of a contact center system having a plurality of automatic contact centers. The method includes the steps of providing an audible menu to a supervisor of the contact center system having the plurality of automatic contact distributors, receiving an instruction from the supervisor and executing the received instruction within the server. | 05-13-2010 |
20100111284 | SYNCHRONIZATION OF MULTIPLE TARGET SYSTEM DATA - A method and apparatus are provided for exchanging configuration information within a call center system between a central server and a plurality of dissimilar contact centers. The method includes the steps of the central server monitoring an contact center of the plurality of dissimilar contact centers for a configuration change message and converting the configuration change between a format of the central server and a format of a subscribing contact center of the plurality of contact centers, where the subscribing contact center is different than the monitored contact center. | 05-06-2010 |
20100088347 | Custom data display - Method and system for providing an open-ended and modifiable ability to customize the display of data for current viewing of the display for purposes such as, but not limited to, Contact Center administration and management. | 04-08-2010 |
20100076898 | Method of Scheduling a Workforce Constrained By Work Rules and Labor Laws - A method and apparatus are provided for evaluating a plurality of work schedules containing scheduling information for a plurality of agents of an organization. The method includes the steps of providing a rule plug-in, defining a rule from the plug-in by associating an agent scheduling characteristic with the plug-in, comparing the agent scheduling characteristic with a set of agent scheduling entries of each agent within each of the plurality of work schedules and selecting a work schedule of the plurality of work schedules for use by the organization based upon the comparison. | 03-25-2010 |
20100017251 | Method and Apparatus for Describing and Profiling Employee Schedules - A method and apparatus are provided for identifying activities within a work schedule. The methods includes the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile. | 01-21-2010 |
20100011353 | IMAGE INSTALLER - A method, apparatus, and software are provided for deploying at least one virtual appliance to a deployment site of a multi-tier computer system. The method includes reading a deployment configuration file to identify at least one virtual appliance to deploy, transferring the identified at least one virtual appliance to the computer system, registering the at least one virtual appliance with a virtualization software of the computer system, changing the network settings of the virtualization software to match the deployment configuration file, placing a copy of the deployment configuration file on the virtualization software, and the virtualization software installing the identified at least one virtual appliance on the computer system. | 01-14-2010 |
20100008492 | METHOD OF UNIFYING CONTROL OF CONTACT CENTER SYSTEM - A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps of a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems receiving the selected operating parameter from the user and incorporating the selected operating parameter into the respective subsystems. | 01-14-2010 |
20100002689 | VOICE OVER IP ADAPTER - A headset and adapter that converts between Voice Over Internet Protocol (VOIP) network of a contact center and an audio signal received and generated by an agent of the contact center wearing the headset is disclosed. A VoIP terminal receives and transmits VoIP instructions and application program interface instructions over a contact center network. An audio terminal receives an audio signal from a microphone and transmits an audio signal to a speaker. A processor of the adapter converts a received VoIP signal to the transmitted audio signal and converts the received audio signal to a transmitted VoIP instruction. | 01-07-2010 |
20090316879 | Method of Unifying Control of Contact Center System - A method and apparatus are provided for processing messages in a networked automatic contact distribution system having a plurality of computer processors. The method includes the steps of a processor of the plurality of processors receiving a configuration message, the processor determining a type of the configuration message from metadata contained within the message and the processor executing a predetermined set of steps based upon the determined type of the configuration message. | 12-24-2009 |
20090316873 | Estimating number of agents for multiple chat channels - Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels. | 12-24-2009 |
20090290702 | AUTOMATED AGENT AVAILABILITY DETECTION - A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent. | 11-26-2009 |
20090276452 | Super-object in administering system - Method and system maintaining “super-objects” in a central administering system, where each super-object is associated with corresponding objects in target systems so that editing of that super-object or of one of its associated objects results in conforming edits for all of the associated objects. | 11-05-2009 |
20090274293 | Network Router For Heterogeneous ACD System - A method and apparatus for routing contacts within an automatic contact distribution system having a plurality of automatic contact distributors. The method includes the steps of receiving a request for contact from a human client through a public communication system and randomly tendering the contact request to some subset of the plurality of automatic contact distributors. | 11-05-2009 |
20090274291 | Single Workflow For Colloborative Network Routing Over Heteogeneous System - A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor. | 11-05-2009 |
20090274290 | Synchronization of Data Within An ACD System - A method and apparatus are provided for synchronizing changes from a plurality of dissimilar automatic contact distributors to an electronic workforce management server. The method includes the steps of determining a type of data received from each of the dissimilar automatic contact distributors and identifying a data criteria for the determined type of data. The method further includes the steps of detecting a difference between the data criteria and data, identifying a correction for the detected difference, reformatting the data based upon the identified correction and saving the reformatted data in a database of the electronic workforce management server. | 11-05-2009 |
20090260066 | Single Sign-On To Administer Target Systems with Disparate Security Models - A method and apparatus are provided for signing a user into a computer network associated with an automatic contact distribution system. The method includes the steps of providing a sign-on list that identifies a plurality of subsystems of the computer network of the automatic contact distribution system that the user had previously signed onto, detecting the user signing into the system, retrieving the sign-on list and automatically signing the user into each of the plurality of subsystems identified by the list. | 10-15-2009 |
20090238359 | Leveraging A Sip Forking Model for Distributed Contact Center Routing - A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors. | 09-24-2009 |
20090185672 | Method for Reporting Activity of Multi-Appearance Call-Center Agent - A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval. | 07-23-2009 |
20090175437 | CALL TRANSFER BETWEEN DIFFERING EQUIPMENT - Generally, the invention is a device, method, and system for transferring a communication session from a first call center to a second call center. An exemplary system may have a first call center and a second call center. The first call center may have a first call management device, a call information posting device, and one or more agent communication terminals. The first call management device connects at least one telephone call from a customer to an agent communication terminal of the first call center. The call posting device produces a webpage of contact information associated with the customer. The second call center may have a second call management device different from the first call management device, a call information retrieving device, and one or more agent communication terminals. The call information retrieving device accesses the webpage. The second call management device uses the contact information to connect a call from an agent communication terminal of the second call center to the customer. | 07-09-2009 |
20090158412 | Secure Automatically Configuring, Self-Authenticating Administrative User Without A Password - A method and apparatus are provided for accessing a server of a computer system. The method includes the steps of providing a startup CONFIG file or database table for use during initialization of the server and a predetermined user identifier within the startup CONFIG file or database table. The method further includes the steps of a user requesting access to the server, the user providing the predetermined user identifier and the server logging the user into the server under the predetermined user identifier without requiring a password. | 06-18-2009 |
20090129581 | METHOD AND APPARATUS FOR PROVISIONING CONTACT HANDLING RESOURCES IN A CONTACT CENTER - A method and apparatus are provided for provisioning call handling resources in a contact handling system. The method includes the steps of identifying a call handling resource within a first contact center, copying call handling data associated with the identified contact handling resource and writing the call handling data into a contact handling structure of a second contact center. | 05-21-2009 |
20090110181 | Administering multiple target ACD systems - Method and system for administering multiple target systems automatic contact distribution (ACD) systems, where corresponding object types in the various target systems may have different schema. A user of the administering system works in a single schema, and translators permit communication between the administering system and the various target systems. | 04-30-2009 |
20090089407 | Deployment Wizard - A method and apparatus are provided for collecting deployment information from a user for a multi-tier computer system. The method includes the steps of receiving a deployment size of the multi-tier system from the user and identifying a set of virtual appliances by function based upon the deployment size received from the user. The method further includes the steps of prompting the user for a name for each identified virtual appliance, collecting network information of each virtual appliance based upon the name and generating a deployment configuration file for a mandatory virtual appliance of the set of virtual appliances. | 04-02-2009 |
20090074169 | Multi-Line Communication System - A method and apparatus are provided that allowing a user to simultaneously participate in two separate conversations. The method includes the steps of the user independently adjusting a volume of an audio signal for each of the two separate conversations, presenting the adjusted volume of the audio signals from the two separate conversations to the ears of the user, presenting a voice input from the user to a first of the two separate conversations and muting a voice input from the user to the second of the two separate conversations. | 03-19-2009 |
20090067615 | ECHO CANCELLATION USING GAIN CONTROL - A device for reducing echo by controlling microphone and/speaker gain in a telecommunications system is disclosed. An exemplary embodiment of the device may have an echo detector, echo level detector, and a gain controller. The echo detector detects an echo in a transmitted audio communication signal. The echo level detector determines the volume level of the detected echo. The gain control may adjust the gain of a microphone transmitting and/or speaker broadcasting the audio communication signal based on the echo level detected. The gain control and echo cancellation may cooperate with each other. | 03-12-2009 |
20090067611 | Unified Command and Control of a Multiplicity of Heterogeneous Systems Supporting Call Center Functionality - A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction. | 03-12-2009 |