Class / Patent application number | Description | Number of patent applications / Date published |
379210010 | Reserved call (e.g., return call, call back, scheduled call, reestablished call) | 31 |
20080212760 | METHOD OF SCHEDULING CALLS - An apparatus and method are provided for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period where the number of calls placed during each sub-period is based upon the respective exponentially scaled call completion ratio. | 09-04-2008 |
20080212761 | METHOD AND SYSTEM FOR VERIFICATION OF REMOTE PARTY IDENTIFICATION - A method for processing a transaction includes receiving validation requests, automatically initiating one or more callbacks to an authorized transactor, and validating one or responses from the authorized transactor. The automatic initiation is in response to the validation requests, and according to pre-selected authorized transactor information. The responses from the authorized transactor are in reply to the callbacks. The validation is based upon the pre-selected authorized transactor information. | 09-04-2008 |
20080226054 | Efficient communication through networks - A method and device that interrogates the availability of a called party before placing a communication from the calling party to the called party. A callback may be initiated so that both communications are completed simultaneously. The routing of communication may take place through any one of a number of different networks and at another time of the day, even if the caller does not otherwise have access to those networks. | 09-18-2008 |
20080226055 | Systems, Methods, and Devices for a Callback/Callback Reminder Feature - A telecommunications device. The device includes a receiver for receiving an incoming call and a processor in communication with the receiver. The processor has a callback/callback reminder module for automatically calling back a calling party of an incoming call or for sending a user a reminder to callback the calling party. | 09-18-2008 |
20080260135 | METHOD AND APPARATUS FOR CROSS CHANNEL DATA PROCESSING - A method and system for placing a call back from a call center to an end user viewing a website includes sending a request for the call back from an end user computer to a call server, the request including the PSTN number at which the end user wishes to be called; placing calls to the end user and the call center, the call center call including the ANI/callerID of the number at which the end user is called; requesting by the call center data concerning the end user from the call server; receiving by the call server data from the end user computer; and transmitting the data from the call server to the call center. The data from the end user computer may be an identification of the web page being viewed, data entered on the web page, an end user identifier and/or co-browsing data. | 10-23-2008 |
20080317232 | System and Method for Automatic Call Back Using Availability Information - A system and method are provided for controlling execution of a call back to a called party, comprising determining availability status of the called party, evaluating compatibility of the availability status with initiating call back to the called party, and in the event the availability status is compatible with call back then initiating the call back to said called party. | 12-25-2008 |
20080317233 | METHOD OF SETTING UP A CALL-BACK - The invention concerns a method of setting up a call-back ( | 12-25-2008 |
20090010413 | Information processing apparatus - An information processing apparatus includes a storage unit for storing a state information set by a first program and a callback information set by a second program, which are associated with each other, a detection unit for detecting a change in the state information set by the first program, an acquisition unit for acquiring the callback information set by the second program if the detection unit detects the change in the state information set by the first program, and an execution unit for calling a callback on the basis of the callback information acquired by the acquisition unit. | 01-08-2009 |
20090022297 | SYSTEM FOR MANAGING SCHEDULING CONFLICTS - A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed. | 01-22-2009 |
20090028317 | METHOD AND SYSTEM FOR PROVIDING CALLBACKS FROM A USER DEVICE USING AN IP NETWORK - A system and method for providing callbacks includes a content processing system or head end and a user device generating a callback signal and communicating the callback signal to a head end or content processing system using an Internet protocol. | 01-29-2009 |
20090041221 | CALL SHUFFLING - A method for automatically scheduling phone calls, including dynamically assigning priorities to each of a plurality of a user's contacts, selecting one of the plurality of the user's contacts based on highest priority, wherein random selection is used in case more than one contact has the highest priority, placing a phone call to the selected contact, and updating the priority of the selected contact, if the placing a phone call successfully reaches the selected contact. A telephone and a computer-readable storage medium are also described and claimed. | 02-12-2009 |
20090110172 | METHOD OF QUEUING AND RETURNING CALLS TO AN INTERACTIVE VOICE RESPONSE SYSTEM - The present invention provides a method for queuing and returning calls in an interactive voice response system. The method may include storing information indicating a phone number of a calling party in response to the calling party initiating a call to a destination phone number that is a begin-hunt number for a hunt group including a plurality of channels. The method also includes providing a first message to the calling party in response to determining that the channels are busy. The first message indicates that the call to the destination phone number has been placed in a queue associated with the plurality of channels. The first message also indicates that the calling party can elect to receive a call-back at the stored phone number of the calling party when one of the channels becomes available. | 04-30-2009 |
20090110173 | ONE TOUCH CONNECT FOR CALENDAR APPOINTMENTS - A method that includes receiving an appointment reminder. It is determined whether any contact information is associated with the reminder. If so, the call key of the device is enabled, so that if activated, a communication connection is attempted to be established with the contact identified in the reminder. | 04-30-2009 |
20090285380 | SYSTEM FOR MANAGING WAIT QUEUES IN A HIGH VOLUME SYSTEM - Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center. | 11-19-2009 |
20100014653 | METHOD AND APPARATUS FOR SCHEDULING CALLBACKS VIA OFFLINE OFFER TASKS TO KNOWLEDGE WORKERS - In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request. | 01-21-2010 |
20100027777 | System and Method for A Smart Dialer - A system and method for coordinating communications. User selection of multiple contacts from an address book are received. The user selection of multiple contacts are added to a contact schedule. The multiple contacts listed in the contact schedule are automatically called. A voice communication is initiated in response to a receiving party answering a call. A message specified by a user is sent to the receiving party in response to the receiving party not answering the call. | 02-04-2010 |
20100091971 | SYSTEM TO ESTIMATE BEST TIME TO CONTACT A CONTACT CENTER - In one embodiment, a method includes obtaining a call from a caller, and determining whether to offer a first callback time to the caller. The first callback time is a future time for a contact between the caller and the call center. The method also includes providing the first callback time to the caller, obtaining a response from the caller, and scheduling the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time. Providing the first callback time to the caller includes soliciting the response from the caller which indicates whether the caller desires the contact at the first callback time. | 04-15-2010 |
20100208881 | COMMUNICATION TERMINAL - A communication terminal | 08-19-2010 |
20110007888 | CALLBACK SYSTEM, TRANSMITTING TERMINAL, TELEPHONE RELAY SERVER, CALLBACK METHOD AND CALLBACK PROGRAM - The callback system comprises: a transmitting terminal which comprises a storing section configured to store an attribute data which is uniquely determined and given, and a transmission request processing section configured to transmit a callback request including the attribute data for starting a callback communication; a database configured to relate and store a callback transmission source telephone number used in the callback communication for each attribute group prepared by collecting a plurality of the attribute data; a charging target judging section configured to receive the callback request and extract the callback transmission source telephone number which corresponding to the attribute data included in the callback request, as a selection callback transmission source telephone number from the database; and a transmission processing section configured to carry out the callback communication with the transmitting terminal, with the selection callback transmission source telephone number as a transmission source telephone number. | 01-13-2011 |
20110176670 | AUTOMATED CALLBACK REMINDER - A call reminder functionality is provided by an arrangement that is operable with a network-enabled communication device in which a reminder to return a phone call can be generated in an automated manner upon the occurrence of a call event. When the call event occurs, an option is displayed on a user interface (“UI”) on the device to create a link between the call and the user's schedule application. If the user selects the option, a callback task is added to the user's task list maintained by the schedule application, and a reminder to make the callback is generated and then displayed on the UI at a future time. The reminder includes pertinent call information and also includes a button that enables the user to place the callback through the UI (i.e., a “one-click call back”). | 07-21-2011 |
20120163578 | System and Method for Providing Call-Back Options - A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back. | 06-28-2012 |
20130163740 | ASYNCHRONOUS CALLS USING INTERMITTENT CALLBACK FOR DELAY SENSITIVE APPLICATIONS - A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter. | 06-27-2013 |
20130243177 | SYSTEMS AND METHODS TO CONFIRM INITIATION OF A CALLBACK - Methods and apparatuses to initiate callback with confirmation. In one embodiment, a method includes: receiving a reference (e.g., a callback phone number) in a request for a connection to a destination; providing a code via the reference in response to the request; receiving a code to confirm the request; determining whether the received code matches the provided code; and initiating a connection via the reference for the connection to the destination if the received code matches the provided code. | 09-19-2013 |
20130272514 | One-click methods and systems for establishing a voice connection with a live person - A one-click method for establishing a voice connection. | 10-17-2013 |
20140177816 | CALLBACK SYSTEM AND METHOD AND COMMUNICATION TERMINAL USING THE SAME - A callback system and method are provided. The callback method includes steps as followed: determining whether or not a phone number of a call request is one of the predetermined phone numbers in the list when the communication terminal receives the call request, hanging up the call request and dialing back the phone number of the call request when the phone number of the call request is one of the predetermined phone numbers in the list. A communication terminal with a callback function is also provided. | 06-26-2014 |
20140294168 | SYSTEM AND METHOD FOR PROVIDING CALL-BACK OPTIONS - A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back. | 10-02-2014 |
20140348316 | System and Method for Replacing Hold-Time with a Call-Back in a Contact Center Environment - System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system. | 11-27-2014 |
20150092934 | SYSTEM AND METHOD FOR COORDINATED CALL-BACK REVOCATION - System and method to revoke call-back requests, the method including: transmitting a plurality of communication requests from a caller to one or more callees; determining mootness of a request for a call-back from at least some of the callees; initiating, by use of a single command, a plurality of call-back cancellation requests to the at least some of the callees; and transmitting one or more call-back cancellation requests to the at least some of the callees. The method may further include determining a characteristic shared by the communication requests to the at least some of the callees. Determining a characteristic may include determining subject matter from message content, metadata, or sending time of the communication requests. The request for a call-back is determined by the caller or inferred by a callee. Call-back cancellation may include removal of a call indication from a notification list of the callee. | 04-02-2015 |
20150131791 | METHOD AND APPARATUS FOR IMPLEMENTING INQUIRY CALLBACK AND INFORMATION UPDATE SERVICES - A system for implementing inquiry callback and information update services including a computer system having a miss call solution database. The computer system is configured to intercept an incoming call from a caller inquiring about a service, identify and log information corresponding to the caller, terminate the incoming call without interacting with the caller, and provide a miss call solution from the miss call solution database to the identified caller. The miss call solution including information corresponding to the service. | 05-14-2015 |
20160044172 | System and Method for Providing Call-Back Options - A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back. | 02-11-2016 |
20160094709 | INTELLIGENT OPTIONS IN REDIAL SCREENS OF COMMUNICATION DEVICES - A user device collects data corresponding to a plurality of communication options used by the user device to communicate with a contact. The data includes for each communication option, a time of last successful communication between the user device and the contact via the communication option. The communication options may include voice-mode communication options such as telephone numbers, and data-mode communication options such as e-mail addresses, instant messaging identifications, and social media identifications. In response to a failed attempt to communicate with the contact, the user device presents the plurality of communication options in a presentation through an interface of the user device. The presentation lists each of the plurality of communication options based on a probability of establishing a successful communication with the contact for each of the plurality of communication options. | 03-31-2016 |