756 results about "Call management" patented technology

A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and / or debugged via the Web-enabled workstation, using a debugger / tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.

A system and method automatically route telephone calls to a substitute telephone number that may differ from the dialed telephone number. The substitute telephone number is obtained from a call management module which determines the number based on various factors including, for example, modes, filters, schedules, and the like. A dynamic number portability database may be used to implement the call routing functionality.

A cellular telephone system has call management decisions made based on the exact geographic location of the mobile unit. These call management decisions include billing and taxing decisions, cell site selection, frequency selection and even cellular system selection. The decisions are continuously updated during a call whereby decisions can be made and changed regardless of where a call originated. Cell site location, and even cellular system selection, can be made in a specific manner to best serve the needs of the mobile user, the cellular system as well as the public. It is even possible for a cellular system to locate one or more of its cell sites in the geographic area served by another cellular system. In some cases, cellular systems might even share cell sites.

A method and system for automatic incoming call management uses function test results to build call signatures that are stored for later use in incoming call analysis. The function test results are used to compute a suspect score and confidence level associated with each incoming call, and are also used for making incoming call management decisions. A call treatment is selected based on the function test results and / or the computed suspect score and confidence level.

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

A multi-tenant call-center system and method of configuring and monitoring. The system includes a plurality of telephone lines, a plurality of agent positions, a call distribution system connecting the plurality of agent positions to the telephone lines, a call management system connected to the call distribution system. The call management system includes a storage system of storing database files, processes and configuration files, a memory system for processing the database files and configuration files and running selected processes stored on the storage system, a configuration server for reading the configuration file and starting selected processes according to multi-tenant inter-process dependencies and process priorities, and a monitor process for monitoring each of the started processes according to a respective monitor frequency in the configuration file.

The present invention provides flexible, user-definable call screening processes. The user can optionally define to which telecommunication terminals a screened call is to be broadcast to and under what conditions. An incoming call is forwarded to a call management system that asks the caller to leave a voice message. The call management system selectively couples the call to a POTS line or a VoIP-capable device so that the user can listen to the incoming message and thereby screen the incoming call. Based on the screening, the user can instruct the call management system to connect the caller to the user.

A communication remote control system allows a user to remotely configure call management functions across various phone networks using a client device. The communication remote control system centrally handles call management for the user's telephones. The communication remote control system may provide a centralized address book, call log, and voicemail. The user can specify various parameters including modes, filters, schedules, and the like, which are stored in the communication remote control system. The communication remote control system routes incoming calls made to the phone networks to the user's delivery device, which may be part of the client device. Incoming calls are routed to a specified telephone number, sent to voicemail, or otherwise disposed of or users can change modes manually or can specify automatic mode selection based on time of date, day of week, location, and / or other factors.

Examples of inbound call identification and management are described including a call management system that includes one or more repositories that can include data representing call action policies and data representing attributes associated with the caller devices and the callee devices. Further, the call management system can include one or more computing devices that include a call identifier (“IDer”) configured to characterize the attributes of the caller devices to form characterized attributes, a call management system controller configured to match the characterized attributes against routing criteria specified in the data representing the call action policies, and a call management system router configured to route calls from the caller devices to the callee devices responsive to a match between the characterized attributes and the routing criteria.