1113 results about "Call routing" 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.

In order that emergency service vehicles can be dispatched to the correct destination promptly, accurate information about the location of the caller is needed. Another problem concerns routing emergency calls to the correct destination. For emergency calls a universal code is used such as 911 in North America and 112 in Europe. This universal code cannot be used to identify the destination of the call. These problems are particularly acute for nomadic communications systems such as voice over internet protocol communications networks. That is because user terminals change network location. These problems are solved by enabling the geographical location of the emergency caller to be determined by entities within a packet-based network without the need for modification of existing emergency services network infrastructure.

A system for routing telephone calls from a calling party instrument to a called party instrument and involving at least one internet protocol network includes: (a) a first internet protocol interface apparatus effecting a first communicative coupling between the calling party instrument and the at least one internet protocol network; (b) a second internet protocol interface apparatus effecting routing telephone calls according to routing criteria to establish a second communicative coupling between the at least one internet protocol network and the called party instrument; and (c) a call routing system apparatus coupled with the second internet protocol interface apparatus and storing information relating to a geographical or geospatial relationship of calling party instruments and called party instruments. The second internet protocol interface apparatus and the call routing system apparatus cooperate to establish the routing criteria.

Systems for automatically selecting a user's profile based on location include a device adapted to being tracked by location and a database that includes a user's preferences for routing calls. The user's calls are routed to the user based on the user's call routing preferences and the location of the device. Other systems and methods are also provided.

Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

The present invention is directed to devices and methods that provide a user of a decentralized asynchronous parallel-configured wireless communication system for voice, data and live digital video streaming communication with the ability to select various communication paths and calling bandwidths as needed. The system uses a novel Time-Shared Full Duplex (TSFD) protocol for communications. The TSFD protocol allows the transmission of live digital video signals from one wireless device to another wireless device. The system provides local communication as well as optional links to external networks, and does not require a synchronous centralized switching center. It further provides secure operation, emergency notification and a way to collect revenue from the system, and allows for control of the operational state of the internal network and optional remote control of the operational state control of systems external to the network.

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.

Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).