| INCONTACT, INC. Patent applications |
| Patent application number | Title | Published |
|---|
| 20120099721 | RESTORATION OF A CALLER TO A PREVIOUS PLACE IN AN ON-HOLD QUEUE - A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder. | 04-26-2012 |
| 20120066016 | PROVIDING WORK, TRAINING, AND INCENTIVES TO COMPANY REPRESENTATIVES IN CONTACT HANDLING SYSTEMS - Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 03-15-2012 |
| 20120047266 | MULTI-TIERED MEDIA SERVICES USING CLOUD COMPUTING FOR GLOBALLY INTERCONNECTING BUSINESS AND CUSTOMERS - A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. | 02-23-2012 |
| 20120045042 | MULTI-TIERED MEDIA SERVICES FOR GLOBALLY INTERCONNECTING BUSINESSES AND CUSTOMERS - A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location. Having the local data center in the first location enables the IVR message to be received by the caller after a period of expected delay and having the remote media server in the second or third location enables the real-time communication between the caller and the agent to be within an acceptable latency. | 02-23-2012 |
| 20110179398 | SYSTEMS AND METHODS FOR PER-ACTION COMPILING IN CONTACT HANDLING SYSTEMS - One example embodiment includes a method for compiling one or more scripts on a per-action basis. The method includes receiving a script including one or more actions to be accomplished by a script application. The method further includes determining if the script has been previously compiled and determining if the script has been changed since it was last compiled. The method further includes retrieving the compiled script from a memory if the script was previously compiled and if the script has not been changed since it was last compiled. The method further includes compiling the script if it has not been previously compiled or if the script has been changed since it was last compiled. Compiling the script includes translating the script from source code to machine code, saving the machine code to the memory and identifying the script as compiled. The method further includes executing the compiled script. | 07-21-2011 |
| 20110179304 | SYSTEMS AND METHODS FOR MULTI-TENANCY IN CONTACT HANDLING SYSTEMS - One example embodiment includes a method for providing multi-tenancy in a computing environment. The method includes receiving a script in a computing environment, where the script includes one or more actions to be completed by the computing environment. The method further includes providing one or more computing resources in the computing environment and building an action list for the one or more computing resources, where the action list is a data structure that contains a list of one or more actions to be executed by the one or more computing resources. The method further includes transmitting a first action to one of the one or more computing resources, where the first action is one of the one or more actions. The method further includes executing the first action in the one of the one or more computing resources and indicating to the action list the completion of the first action. | 07-21-2011 |
| 20110178946 | SYSTEMS AND METHODS FOR REDUNDANCY USING SNAPSHOTS AND CHECK POINTING IN CONTACT HANDLING SYSTEMS - One example embodiment includes a method for computing environment redundancy with check pointing. The method includes receiving a script application in a first computing environment and a second computing environment. The method further includes receiving the one or more scripts in the first computing environment and the second computing environment. The method further includes executing the script application and at least one of the one or more scripts in the first computing environment and preparing a snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts. The method further includes saving the snapshot to a memory in the first computing environment, transmitting the snapshot to the second computing environment and saving the snapshot to a memory in the second computing environment. | 07-21-2011 |
