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758 results about "Call management" patented technology
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Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used. Calls are routed according to the set up of calling features within the given system such as Call queues, IVR menus, Hunt groups and Recorded announcements. Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes.
Integrated customer web station for web based call management
Owner:VERIZON PATENT & LICENSING INC
Dynamically routing telephone calls
InactiveUS20050195802A1Data switching by path configurationHybrid transportCall routingCall management
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.
Owner:AVAYA INTEGRATED CABINET SOLUTIONS
Cellular telephone system that uses position of a mobile unit to make call management decisions
InactiveUS6847822B1Efficient and accurate servicePrecise processingEmergency connection handlingTelephonic communicationCell siteGeolocation
Owner:EMSAT ADVANCED GEO LOCATION TECH
Agent training sensitive call routing system
InactiveUS7110525B1Optimize long-term call center operationHigh short-term efficiencyManual exchangesAutomatic exchangesSkill setsCall routing
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.
Owner:HELLER TOBY +1
System and method for adaptive call management
ActiveUS20110096673A1Error preventionFrequency-division multiplex detailsTelecommunicationsSelf adaptive
A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.
Owner:SERENOVA LLC
Method and System for Incoming Call Management
InactiveUS20080084975A1Automatic call-answering/message-recording/conversation-recordingCalling susbscriber number recording/indicationProgramming languageSystem usage
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.
Owner:SCHWARTZ RONALD
Integrated customer web station for web based call management
InactiveUS20020054587A1Digital data information retrievalError detection/correctionCall managementStatistical Report
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.
Owner:VERIZON PATENT & LICENSING INC
Call management system using dynamic queue position
InactiveUS7050567B1High precisionSpecial service for subscribersManual exchangesSelection criterionDynamic localization
A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time that other calls have already been waiting in the queue. In a preferred embodiment, when a new call is received by the call center, an analysis is performed for individual queue positions within the queue until a queue position is identified that meets a predetermined selection criterion. The new call is then placed within this queue position and subsequent calls within the queue are moved accordingly.
Owner:AVAYA INC
Agent training sensitive call routing system
InactiveUS7916858B1Guaranteed long-term operationImprove efficiencyManual exchangesAutomatic exchangesSkill setsCall routing
Owner:PATENT ARMORY INC
Mobile Telephone Gateway Apparatus, Communication System, and Gateway Operating System
InactiveUS20060291483A1Facilitates proper initializationImprove coordinationDevices with wireless LAN interfaceData switching by path configurationOperational systemWireless data
A mobile telephone gateway and communication routing device (MPG) (121) disclosed by the present invention is coupled through an electrical signaling transmission medium with a mobile telephone (100) operative on a first communication network in accordance with a first communication protocol, for adding communication capabilities through at least a second communication network in accordance with a second communication protocol. A mobile communication system (150) is disclosed, comprising MPG (121) placed in-between mobile phone (100) and battery (118) and Subscriber Identification Module (SIM) card (117). MPG connects to the SIM interface of mobile phone (100), using which it wraps SIM functionalities and controls call management. It connects to the data / signaling interface of mobile phone (100), using which it communicates with it, while communicating with the second network using another communication means. It may optionally connects to an accessory device interface of mobile phone (100) such as a Terminal Adapter / Terminal Equipment (TA / TE) or a USB OTG interface, thereby enabling communication between the mobile phone and wireless data terminals of the second network. In a preferred embodiment of the present invention, a MPG is provided for use with a mobile phone operative on a mobile communication network such as GSM, adding communication capabilities through a wireless communication network such as Bluetooth or Wi-Fi. Furthermore, gateway applications are provided to facilitate or support communication through at least the second network in accordance with mobile web protocols and technologies such as Mobile IP, mobile SIP, and mobile VoIP.
Owner:SELA YOSSY
IP call forward profile
InactiveUS6937713B1Unauthorised/fraudulent call preventionSpecial service for subscribersCall forwardingTelephone network
A method and system for providing call forwarding in an IP telephone network is disclosed. First, when a telephone number for a first telephone from a second telephone is dialed, the call is routing to a call manager. Call setup procedures with a BRG responsible for the first telephone are then initiated. The BRG then checks stored call forwarding profiles to determine whether there is an active call forwarding profile for the first telephone. The call is connected to the first telephone if an active call forwarding profile is not found. However, if an active call forwarding profile is found, the call forwarding information is sent to the call manager. The call is routed to at least a third telephone based on the call forwarding information.
Owner:SHORETEL +1
Wireless device to manage cross-network telecommunication services
ActiveUS20060072726A1Special service for subscribersCommmunication supplementary servicesMode selectionCall management
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.
Owner:AVAYA INTEGRATED CABINET SOLUTIONS +1
Call management
ActiveUS20050201362A1Interconnection arrangementsSpecial service for subscribersMode selectionSpeech sound
A personal call management system allows a user to specify how incoming telephone calls should be handled. The user can specify various parameters including modes, filters, schedules, and the like. Incoming calls are routed to a specified telephone number, or sent to voicemail, or otherwise disposed of. Users can change modes manually or can specify automatic mode selection based on time of date, day of week, location, and / or other factors.
Owner:AVAYA INC
High availability multi-tenant feature
InactiveUS20050025303A1Special service for subscribersDigital computer detailsConfigfsHigh availability
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.
Owner:ALCATEL-LUCENT USA INC +1
Call routing apparatus
InactiveUS6968174B1Reliable and secure and convenient methodEliminate needTelephonic communicationCommerceCall routingCall management
The present invention relates generally to telecommunications, and in particular to systems and methods for routing and placing telephone calls. In one embodiment, a call manager system is configured to place a call to a pay-per-call service, or to cause such a call to be placed by a user computer terminal, in response to a user initiating a purchase transaction over a computer network. In addition, the call may include billing information, such as the user's phone number, which is provided to the pay-per-call service so that the user can be billed for the call in an appropriate amount.
Owner:CALLWAVE COMM
Caller ID information to internet protocol television displays
Network-based methods and systems transfer caller ID information from a telephony network to an IPTV network. Embodiments integrate service provisioning, subscriber account and policy information between telephony services and IP-based television services. voice call signaling may be intercepted to retrieve caller ID, caller name information, and other call management information, at the call server in the network to deliver an appropriate notification message to the IP-based TV network at its notification server, which in turn sends a message notification to the called party's TV screen. Call log information may also be retrieved and displayed. SIP call forking and IP multimedia subsystem approaches are described.
Owner:AT&T INTPROP I L P
Telecommunication call management and monitoring system with voiceprint verification
InactiveUS20050043014A1Accurate verificationEliminating system overloadTelevision system detailsUnauthorised/fraudulent call preventionPersonal identification numberMonitoring system
Disclosed is a secure telephone call management system for authenticating users of a telephone system in an institutional facility. Authentication of the users is accomplished by using a personal identification number, preferably in conjunction with speaker independent voice recognition and speaker dependent voice identification. When a user first enters the system, the user speaks his or her name which is used as a sample voice print. During each subsequent use of the system, the user is required to speak his or her name. Voice identification software is used to verify that the provided speech matches the sample voice print. The secure system includes accounting software to limit access based on funds in a user's account or other related limitations. Management software implements widespread or local changes to the system and can modify or set any number of user account parameters.
Owner:GLOBAL TELLINK
Cellular telephone system that uses position of a mobile unit to make call management decisions
InactiveUS6324404B1Efficient and accurate servicePrecise processingEmergency connection handlingTelephonic communicationCell siteGeolocation
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.
Owner:SYGNET COMM +1
Methods and systems for telephony call completion
InactiveUS6879677B2Facilitate call completionEasy to manageSpecial service for subscribersAutomatic call-answering/message-recording/conversation-recordingTelephone lineCall management
The present invention is directed to processing calls to busy telecommunications lines. In one embodiment, the presence of a subscriber accessing a computer network over a first telephone line via a first computer terminal is detected, wherein the subscriber also has a first telephone station connected to the first line. When a caller calls the first line and the first line is busy, the call is forwarded to a second telephone line associated with a call manager system. The call manager system determines when the subscriber is no longer accessing the computer network. At least partly in response to determining that the subscriber is no longer accessing the computer network, the call manager system transmits a text message to the caller, the message including the subscriber's phone number. The caller can then call back the first line using the transmitted phone number.
Owner:CALLWAVE COMM
Call Management system with call control from user workstation computers
InactiveUS7136475B1Increase the itineraryImprove efficiencyInterconnection arrangementsSpecial service for subscribersDigital dataWorkstation
A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and / or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls. Fax and data transmissions are automatically received.
Owner:WILMINGTON TRUST NAT ASSOC AS ADMINISTATIVE AGENT +1
Enhanced wide area network support via a broadband access gateway
ActiveUS20060098627A1Add supportWireless commuication servicesNetwork connectionsDigital subscriber lineArea network
A wireless broadband access gateway having a wireless interface compatible with any of a number of commercial wireless wide area network standards provides enhanced wire area network coverage via a broadband network. The gateway may function as a wireless wide area network base station having a small coverage area, and may be communicatively coupled via a broadband access provider to a broadband wireless controller that cooperatively coordinates call management for access devices comprising cellular or mobile multimedia handsets. The broadband network may comprise cable, digital subscriber line, satellite, T1, or T3 type networks, and may carry traffic unrelated to the signaling, control, voice, and multimedia information of associated with wide area network calls. The wireless broadband access gateway may comprise a set-to-box, and may operate to convert from air interface protocols used to communicate with mobile handsets of the wireless wide area network, to / from the packet-based protocols that may be used in the broadband network.
Owner:AVAGO TECH INT SALES PTE LTD
Telephone call processing in an interactive voice response call management system
InactiveUS20030026409A1Special service for subscribersAutomatic call-answering/message-recording/conversation-recordingInteractive voice response systemSpeech sound
The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.
Owner:SBC SERVICES +2
System and method for providing call management services in a virtual private network using voice or video over internet protocol
ActiveUS7218722B1Enhance Call Management Services capabilityQuality assuranceSpecial service for subscribersNetwork connectionsPrivate networkHigh probability
A system and method for providing call management services in a Virtual Private Network of the present invention uses the advantages of end-to-end Internet Protocol signaling. The system and method of the present invention includes a user profile which offers both a customer address and a user name as search keys. The method includes locating the called party who may be at a multiplicity of possible physical locations, evaluating the calling and called party privileges, routing preferences and busy / idle status for establishing permission to set up the call, determining an optimum route to establish the telephone call. Due to the system and method of the present invention, the telephone call takes the optimum route and preferably the most direct route to the destination with a high probability of completion.
Owner:NETGEAR INC +1
Video conferencing system with dynamic call management and set-up
ActiveUS7460493B1Easy to useMaximize efficiency of resourceMultiplex system selection arrangementsSpecial service provision for substationTeleconferenceUser profile
Telephony conferences are established within a packet network. Utilization of a plurality of conference bridge resources within the packet network is monitored. A database of user profiles is maintained associating authorized users of the conference bridge resources with respective PIN codes. A host user links to a call manager to initiate a request for a conference session. The host user is authenticated according to a respective one of the user profiles to determine an authenticated PIN code for identifying the conference session. A portion of the conference bridge resources are allocated in response to the authentication. The authenticated PIN code is forwarded to the conference bridge resources. The host user links to the allocated conference bridge resources. A guest user links to the call manager to initiate a request to participate in the conference session. The guest user identifies the authenticated PIN code. The guest user links to the allocated conference bridge resources. The host user and the guest user are bridged via the allocated bridge resources in response to the authenticated PIN code.
Owner:T MOBILE INNOVATIONS LLC
Systems and methods for call screening
InactiveUS7103167B2Special service for subscribersSubstation equipmentTelecommunicationsScreening call
Owner:CALLWAVE COMM
Wireless device to manage cross-network telecommunication services
ActiveUS7298833B2Special service for subscribersCommmunication supplementary servicesMode selectionCall management
Owner:AVAYA INTEGRATED CABINET SOLUTIONS +1
Digital telecommunications call management and monitoring system
ActiveUS20060285650A1Restricting communication optionAccurate distanceSupervisory/monitoring/testing arrangementsSubstation equipmentComputer basedCall management
The present invention discloses a centralized, digital, computer-based telephone call management system for authenticating users of a telephone system in an institutional facility. The system includes the capacity to allow an institution to control, record, monitor, and bill and report usage and access to a telephone network. The telephone call management system further includes both accounting and management software for use in controlling, monitoring, billing, recording, and reporting usage and access. Also, it can operate over both a Public Switch Telephone Network (PSTN) and a Voice over Internet Protocol (VOIP) infrastructure.
Owner:GLOBAL TELLINK
Inbound call identification and management
ActiveUS20090086947A1Special service for subscribersSubstation callingSystem controllerManagement system
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.
Owner:RINGCENTRAL INC
Automated utility supply management system integrating data sources including geographic information systems (GIS) data
InactiveUS7739138B2Accurate field collectionAccurate verificationMultiprogramming arrangementsResourcesData OriginData acquisition
An automated management system for managing data, outage repair, load switching, job workflow and crew dispatching, crew workflow, installation, maintenance and restoration of utility services by integrating geographic information systems (GIS) data with many other data sources so as to gather, transform, manipulate, analyze, and produce desired information for continuously supplying utility and relevant services. The data sources include customer information systems (CIS) and billing data, interactive voice recognition (IVR) call management data, supervisory control and data acquisition (SCADA), mobile crew management (MCM) data, automatic meter reading (AMR) data, automated vehicle location (AVL) data, engineering analysis data supported by 3rd party software packages (such as load monitoring and balancing), etc. In particular, the system allows an on-site engineer to retrieve data (ex. field maps, work orders, codes) or enter, via a portable device, inspection data (ex. such as poles or underground facilities, code violations).
Owner:UAI +1
Mobile communication service bridging
InactiveUS20080293403A1Easy to installEasy to useNetwork traffic/resource managementConnection managementDistributed servicesService gateway
A system is disclosed that provides functionality for mobile communications service bridging with distributed service gateway call managers that allow application clients running on users' communication devices to be served by any of the available service gateways, preferably in an active-active load balance configuration. Each service gateway instance may bridge the application client to a range of network services such as voice origination and termination services, IM services, messaging services, online community services, IP voice services, and premium services such as multiparty click-to-conference, directory services, and voice mail.
Owner:NELTURA TECH
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