Class / Patent application number | Description | Number of patent applications / Date published |
379243000 | Class of service determination or transmission | 15 |
20080240401 | COMMUNICATION CENTER METHODS AND APPARATUS - A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals between the plurality of different business affiliations being supported by the communications center. The management module loads a set of configuration information into an operator terminal to match a determined business affiliation with a customer's communications device capabilities. At different times, e.g. corresponding to an initial communications session and a follow-on communications session, the same customer may be connected to different physical operator terminals and be communicating with different actual operators; however, from the perspective of the customer, the customer is made to think that the communication is with the same operator terminal and same operator. | 10-02-2008 |
20080292090 | Provision of Telecommunication Services | 11-27-2008 |
20090161857 | VENDOR FACILITY CUSTOMER ASSIGNMENT - A system and method for assigning initiated communications to a particular branch, location, or facility associated with a vendor are disclosed. An exemplary system may include an assignment server in communication with a data network that includes a primary data line for a vendor having a plurality of associated vendor facilities. The system further may include a plurality of vendor facility data lines, each of which is associated with one of the vendor facilities. The assignment server is configured to locate a group of vendor facilities from the plurality of vendor facilities that are within a predetermined range of a location associated with the initiated communication. The assignment server is further configured to assign one of the eligible vendor facilities to the initiated communication and connect the initiated communication with the vendor facility data line of the assigned vendor facility. | 06-25-2009 |
20090175435 | METHOD AND APPARATUS FOR DETERMINING INTERNAL USER FOR CALL CENTER SYSTEM - The disclosure relates to a method and apparatus for determining an internal user for a call center system. The information servicing function provided in the existing communication networks may be utilized in the invention. After a call initiated from an internal user for a call center system to an external user fails, the call center system sends the call information to the external user in a timely manner so that the external user can obtain identification information of the internal user for the call center system in a timely and accurate manner. With the invention, the possibility of reaching the internal user for the call center system is enhanced and thus the interests of the external user and the enterprise entity can be secured. | 07-09-2009 |
20090214019 | Communication server with paralell telopnone dialing capability - A System for communicating between Remote Sentry Devices (conveniently called Enabled Cell-Phones or Enabled Wireless Devices) and members of a community (End-Users) or with other Remote Sentry Devices through a Central Point Server in order to provide a multiplicity of communication paths and access to Applications Program content by means of said Central Point Server. Said Central Point Server may contain or have access-to a multiplicity of Applications Programs which may be engaged in order to execute pre-determined scenarios or to enhance pre-determined scenarios in response to input from Enabled Wireless Devices or other End-User Devices. Said Central Point Server could be the enabler for, as an illustrative example, the Stealth Mode capabilities of referenced Enabled Wireless Devices. Said Central Point Server could also dynamically manage various scenarios in response to unfolding events as communicated by said Enabled Wireless Devices or End-Users. | 08-27-2009 |
20110081013 | Shared Media Access for Real Time First and Third Party Media Control - A method comprising a data-processing system that enables one or more applications to share fewer ports by having the data-processing system request the ports, and then assign a “token” to establish a “session” to permit the one or more applications to interact with the ports. | 04-07-2011 |
20110274264 | Corporation switchboard platform and call processing method - The present invention discloses a corporation switchboard platform and a call processing method. The corporation switchboard platform comprises a corporation switchboard service control point, a corporation switchboard service switching point and an intelligent peripheral, wherein the corporation switchboard service control point comprises: a basic call processing module for determining whether the capability of an existing network switching device can support a call triggered by a service switching point of a switching network and sending the call to an enhanced service capability module when determining that the capability of the existing network switching device cannot support the call; and an enhanced service capability module for controlling the intelligent peripheral and the corporation switchboard service switching point to complete a service related to the call. Compared with a corporation switchboard system based on an intelligent platform technology, the technical solution of the present invention provides a higher system capacity and an improved system capability and reduces the rerouting overhead of network. | 11-10-2011 |
20120219143 | METHOD FOR A TELECOMMUNICATION'S NETWORK, CENTRAL OFFICE, AND NETWORK TERMINATING UNIT - The invention relates to a method for a telecommunication's network with a central office (CO), an access network (AN), a multiple of network terminating units (DPD) and customer premises equipment (CPE) connected thereto, to assign a customer premises equipment (CPE) to a service contract (SI) registered in the central office (CO), in which, when the network terminating units (DPD) are identifiable unambiguously and individually and when the customer premises equipment (CPE) is identifiable unambiguously, the service contract (SI) is assigned, to a particular customer premises equipment (CPE) as a result of an action (OS) of a network terminating unit (DPD) being recognizable by the central office (CO) and being coordinated with signals sent from a customer premises equipment CPE) connected to said network terminating unit (DPD), and in which such coordination is detected in the central office (CO) for assignment, to a central office, and to a network terminating unit. | 08-30-2012 |
20130094646 | SYSTEM AND METHOD FOR THE AUTOMATIC SELECTION OF INTERFACES - The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system. | 04-18-2013 |
20130136249 | METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL - A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers. | 05-30-2013 |
20130235996 | METHODS AND APPARATUS TO DETERMINE WHEN TO DEFLECT CALLERS TO WEBSITES - Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric. | 09-12-2013 |
20130343533 | METHOD AND APPARATUS FOR PROVIDING SPECIAL CALL HANDLING FOR VALUED CUSTOMERS OF RETAILERS - The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network. | 12-26-2013 |
20140023185 | Characterizing Time-Bounded Incident Management Systems - A system and an article of manufacture for characterizing a time-bounded incident management system, which includes receiving a plurality of work requests into a time-bounded incident management system, each work request having a time-to-service requirement, determining an assignment delay and a resolution delay for each work request, and characterizing the time-bounded incident management system by classifying each work request into one of multiple classes according to assignment delay and resolution delay. | 01-23-2014 |
20140185787 | EXTENSION TELEPHONE MANAGEMENT SYSTEM, AND OPERATION METHOD FOR EXTENSION TELEPHONE MANAGEMENT SYSTEM, AND PROGRAM THEREOF - The present invention grants IDs to external lines, and is used to manage whether such lines to which such IDs are linked are under suspension or are being operated. Thereby, even if operational statues have been changed, the identities of the relevant lines can be specified, and the changes of various forms of information related to lines accompanying the changes of line numbers described above can be easily tracked and managed. At the same time, telephone sets to which internal numbers are assigned also store the internal and external correspondence information that indicates what external line numbers can be reached by each telephone set to which an extension number is assigned. Thereby, the operational statuses of internal lines accompanying changes of the operational statuses of such external lines can be easily tracked and managed as needed. | 07-03-2014 |
20150326710 | ADAPTIVE SYSTEM WITH CALL CENTER AND TRUSTED NETWORK - In an example method of operating a call center, personal profiles of a number of clients of a service provided by the call center are maintained in electronic storage. At least one of the personal profiles includes identification of one or more entities authorized by the respective client to act on behalf of the respective client, and a particular one of the one or more entities is assigned one or more trust level indicators specific respectively to one or more particular categories of action. An inquiry is received, inquiring whether the particular entity is authorized by a particular client to perform a proposed action on behalf of the particular client, the proposed action relating to one of the categories of action. It is then determined, based the trust level indicators and the category, whether the particular entity is authorized by the particular client to perform the proposed action. | 11-12-2015 |