Featured patents

Distributed Hardware/Software System for Managing Agent Status in a Communication Center
US 08837709 B2, Sept. 16, 2014, Monitoring agent performance, Stefaan Valere Albert Coussement / Genesys Telecommunications Laboratories, Inc. (Daly City, US)
A first proxy server operable in a communication center, the first proxy server…

Method and System for Call, Facsimile and Electronic Messaging Forwarding
US 08861690 B2, Oct. 14, 2014, Message storage in centralized location, Darryl Cynthia Moore et al. / AT&T Intellectual Property I, L.P. (Atlanta, US)
A computer readable storage device storing computer program instructions…

Mutual Assistance Routing System for Improved Utilization of Customer Service Resources
US 08755512 B2, June 17, 2014, Routing to available agent, James Francis Curran et al. / West Noifications, Inc. (Omaha, US)
A system configured to provide mutual assistance call answering for utilities…

Data Store for Assessing Accuracy of Call Center Agent Service Time Estimates
US 08731182 B2, May 20, 2014, Estimating or reporting waiting time, Hongguang Li et al. / Avaya Inc. (Basking Ridge, US)
A method comprising:…

Temporary Callback System for Emergency Calls and Methods Thereof
US 08731144 B2, May 20, 2014, Central office responsive to emergency call or alarm, Patrick Dillon et al. / Mitel Networks Corporation (Ottawa, Ontario, CA)
A method for managing emergency calls through a private branch exchange (PBX)…

IP Handset-Based Voice Mail Notification
US 08737577 B2, May 27, 2014, Interaction with an external nontelephone network, David Scott et al. / AT&T Intellectual Property I, L.P. (Atlanta, US)
A method for providing voicemail notification comprising:…

Method and Device for Encoding Characters and Routing Calls Using Expanded Dual-Tone Multi-Frequency (DTMF) Encoding Scheme
US 08605889 B2, Dec. 10, 2013, Plural-switch number input device, Edward D. Regan
A dual-tone generating telecommunication device comprising:…

Determining Communications Charging
US 08553862 B2, Oct. 8, 2013, Billing computing software or program, David Labuda et al. / Matrixx Software, Inc. (Mountain View, US)
A system for determining a communication charge, comprising:…

Method and Apparatus for Providing IVR System Requested Data
US 08494126 B2, July 23, 2013, Interacting voice message systems, Cory Robert Skinner / Research In Motion Limited (Waterloo, CA)
A method of providing response data in interactive voice response (IVR) system…

Monitoring Device, Evaluation Data Selecting Device, Agent Evaluation Device, Agent Evaluation System, and Program
US 08494149 B2, July 23, 2013, Speech of agent or customer, Kaichiro Hatazaki et al. / NEC Corporation (Tokyo, JP)
A monitoring device comprising:…

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