DE69824904D1 - Inhaltsuchbare Kommunikation für ein Leitweglenkungsverfahren und ACD System - Google Patents

Inhaltsuchbare Kommunikation für ein Leitweglenkungsverfahren und ACD System

Info

Publication number
DE69824904D1
DE69824904D1 DE69824904T DE69824904T DE69824904D1 DE 69824904 D1 DE69824904 D1 DE 69824904D1 DE 69824904 T DE69824904 T DE 69824904T DE 69824904 T DE69824904 T DE 69824904T DE 69824904 D1 DE69824904 D1 DE 69824904D1
Authority
DE
Germany
Prior art keywords
acd system
routing procedure
content searchable
communication
searchable communication
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Lifetime
Application number
DE69824904T
Other languages
English (en)
Other versions
DE69824904T2 (de
Inventor
Michael Sassin
Neal J King
Naser Sheikhzadegan
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Siemens Communications Inc
Original Assignee
Siemens Information and Communication Networks Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Siemens Information and Communication Networks Inc filed Critical Siemens Information and Communication Networks Inc
Application granted granted Critical
Publication of DE69824904D1 publication Critical patent/DE69824904D1/de
Publication of DE69824904T2 publication Critical patent/DE69824904T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/60—Medium conversion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
DE69824904T 1997-02-04 1998-01-28 Inhaltsuchbare Kommunikation für ein Leitweglenkungsverfahren und ACD System Expired - Lifetime DE69824904T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US794356 1997-02-04
US08/794,356 US6058435A (en) 1997-02-04 1997-02-04 Apparatus and methods for responding to multimedia communications based on content analysis

Publications (2)

Publication Number Publication Date
DE69824904D1 true DE69824904D1 (de) 2004-08-12
DE69824904T2 DE69824904T2 (de) 2005-08-25

Family

ID=25162415

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69824904T Expired - Lifetime DE69824904T2 (de) 1997-02-04 1998-01-28 Inhaltsuchbare Kommunikation für ein Leitweglenkungsverfahren und ACD System

Country Status (4)

Country Link
US (1) US6058435A (de)
EP (1) EP0856980B1 (de)
CN (1) CN1125571C (de)
DE (1) DE69824904T2 (de)

Families Citing this family (174)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6021428A (en) * 1997-09-15 2000-02-01 Genesys Telecommunications Laboratories, Inc. Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
US6128646A (en) * 1997-12-24 2000-10-03 Genesys Telecommunications Laboratories Inc. System for routing electronic mail to best qualified person based on content analysis
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US20010040887A1 (en) * 1997-10-09 2001-11-15 Yuri Shtivelman Apparatus and methods enhancing call routing to and within call-centers
US6122632A (en) * 1997-07-21 2000-09-19 Convergys Customer Management Group Inc. Electronic message management system
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6108711A (en) * 1998-09-11 2000-08-22 Genesys Telecommunications Laboratories, Inc. Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US6493447B1 (en) 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
JP3351328B2 (ja) * 1997-12-16 2002-11-25 日本電気株式会社 ファクシミリ転送システム
US6704409B1 (en) * 1997-12-31 2004-03-09 Aspect Communications Corporation Method and apparatus for processing real-time transactions and non-real-time transactions
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
US6381640B1 (en) * 1998-09-11 2002-04-30 Genesys Telecommunications Laboratories, Inc. Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
US6449356B1 (en) * 1998-05-26 2002-09-10 Rockwell Semiconductor Systems, Inc. Method of multi-media transaction processing
US6233332B1 (en) * 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
US6405159B2 (en) * 1998-06-03 2002-06-11 Sbc Technology Resources, Inc. Method for categorizing, describing and modeling types of system users
US6301245B1 (en) * 1998-06-09 2001-10-09 Unisys Corporation Universal Messaging system providing integrated voice, data and fax messaging services to PC/web-based clients, including a large object server for efficiently distributing voice/fax messages to web-based clients
US6353667B1 (en) * 1998-08-27 2002-03-05 Avaya Technology Corp. Minimum interruption cycle time threshold for reserve call center agents
US6681010B1 (en) * 1998-09-01 2004-01-20 Genesys Telecommunications Laboratories, Inc. Methods, systems and computer program products for automatic task distribution
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6694482B1 (en) * 1998-09-11 2004-02-17 Sbc Technology Resources, Inc. System and methods for an architectural framework for design of an adaptive, personalized, interactive content delivery system
US6970602B1 (en) * 1998-10-06 2005-11-29 International Business Machines Corporation Method and apparatus for transcoding multimedia using content analysis
US6631368B1 (en) 1998-11-13 2003-10-07 Nortel Networks Limited Methods and apparatus for operating on non-text messages
US6744761B1 (en) 1998-12-28 2004-06-01 Nortel Networks Limited Workflow manager
US6748416B2 (en) * 1999-01-20 2004-06-08 International Business Machines Corporation Client-side method and apparatus for improving the availability and performance of network mediated services
US6813636B1 (en) * 1999-03-01 2004-11-02 Aspect Communications Corporation Method and apparatus for routing a transaction within a network environment
US7123712B1 (en) * 1999-03-26 2006-10-17 Intel Corporation Computer telephony server with improved flexibility
JP2003500929A (ja) * 1999-05-24 2003-01-07 エムシーアイ・ワールドコム・インコーポレーテッド 強化転送機能を備える企業交信サーバ
US7086007B1 (en) 1999-05-27 2006-08-01 Sbc Technology Resources, Inc. Method for integrating user models to interface design
US7224790B1 (en) 1999-05-27 2007-05-29 Sbc Technology Resources, Inc. Method to identify and categorize customer's goals and behaviors within a customer service center environment
US6760428B2 (en) * 1999-07-30 2004-07-06 Avaya Technology Corp. Modification of voice prompting based on prior communication in a call center
US6363376B1 (en) 1999-08-02 2002-03-26 Individual Software, Inc. Method and system for querying and posting to multiple career websites on the internet from a single interface
US6639982B1 (en) * 1999-08-12 2003-10-28 Six Sigma, Inc. Method and apparatus for agent forcing and call distribution for large team call servicing
WO2001013611A1 (en) * 1999-08-13 2001-02-22 Intervoice Limited Partnership Method and system for enhanced media messaging integrated with real-time communication
US6934381B1 (en) * 1999-08-16 2005-08-23 Avaya Technology Corp. Contact routing system and method
US7711738B1 (en) * 1999-11-15 2010-05-04 West Services, Inc. Method, system and computer-readable medium for accessing and retrieving court records, items and documents
US6968313B1 (en) 1999-11-15 2005-11-22 H Three, Inc. Method and apparatus for facilitating and tracking personal referrals
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US6584192B1 (en) * 1999-12-06 2003-06-24 Genesys Telecommunications Laboratories, Inc. Method and apparatus for skills-based task routing
US7453991B1 (en) 1999-12-08 2008-11-18 At&T Corp. Method and apparatus for voice mail notes
US6363346B1 (en) * 1999-12-22 2002-03-26 Ncr Corporation Call distribution system inferring mental or physiological state
US6771765B1 (en) 1999-12-29 2004-08-03 Nortel Networks Limited Multimedia queuing in a customer contact or call center
US6778643B1 (en) * 2000-03-21 2004-08-17 Sbc Technology Resources, Inc. Interface and method of designing an interface
US20040006473A1 (en) * 2002-07-02 2004-01-08 Sbc Technology Resources, Inc. Method and system for automated categorization of statements
US20020059216A1 (en) * 2000-03-31 2002-05-16 Gowen Richard C. Decision support system and method
US7844504B1 (en) 2000-04-27 2010-11-30 Avaya Inc. Routing based on the contents of a shopping cart
US6556671B1 (en) * 2000-05-31 2003-04-29 Genesys Telecommunications Laboratories, Inc. Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments
ES2172410B1 (es) * 2000-07-11 2004-11-16 Voice Consulting, S.L. Sistema de respuesta y reconocimiento neuronal de voz.
KR100370273B1 (ko) * 2000-07-19 2003-01-30 장갑석 지능형 가정용 멀티미디어 저장 시스템
US7603415B1 (en) 2000-08-15 2009-10-13 ART Technology Group Classification of electronic messages using a hierarchy of rule sets
US6883014B1 (en) * 2000-10-19 2005-04-19 Amacis Limited Electronic message distribution
US7024462B1 (en) * 2000-10-20 2006-04-04 Amacis Limited Electronic message routing
US7673241B2 (en) * 2002-06-26 2010-03-02 Siebel Systems, Inc. User interface for multi-media communication for the visually disabled
US7409685B2 (en) 2002-04-12 2008-08-05 Hewlett-Packard Development Company, L.P. Initialization and update of software and/or firmware in electronic devices
US7401320B2 (en) * 2000-11-17 2008-07-15 Hewlett-Packard Development Company, L.P. Operator network that routes customer care calls based on subscriber/device profile and CSR skill set
US8479189B2 (en) 2000-11-17 2013-07-02 Hewlett-Packard Development Company, L.P. Pattern detection preprocessor in an electronic device update generation system
US7657640B2 (en) * 2000-12-21 2010-02-02 Hewlett-Packard Development Company, L.P. Method and system for efficient routing of customer and contact e-mail messages
DE60135930D1 (de) * 2000-12-26 2008-11-06 Arkray Inc Anrufzentralensystem
US6937986B2 (en) * 2000-12-28 2005-08-30 Comverse, Inc. Automatic dynamic speech recognition vocabulary based on external sources of information
US7178099B2 (en) * 2001-01-23 2007-02-13 Inxight Software, Inc. Meta-content analysis and annotation of email and other electronic documents
US7505577B2 (en) * 2001-03-31 2009-03-17 Siebel Systems, Inc. System and method for multi-channel communication queuing
US7581230B2 (en) * 2001-02-06 2009-08-25 Siebel Systems, Inc. Adaptive communication application programming interface
EP1241863A3 (de) * 2001-03-13 2005-06-22 Siemens Aktiengesellschaft Anrufverteilung in einem Call-Center mittels der gewählten Rufnummer
US20070203797A1 (en) * 2001-03-31 2007-08-30 Annadata Anil K Configurable media-independent server
US20030206192A1 (en) * 2001-03-31 2003-11-06 Mingte Chen Asynchronous message push to web browser
US7730204B2 (en) * 2001-03-31 2010-06-01 Siebel Systems, Inc. Extensible interface for inter-module communication
US7315616B2 (en) * 2001-03-31 2008-01-01 Siebel Systems, Inc. System and method for maintaining real-time agent information for multi-channel communication queuing
US20030018705A1 (en) * 2001-03-31 2003-01-23 Mingte Chen Media-independent communication server
US8601492B2 (en) * 2001-03-31 2013-12-03 Siebel Systems, Inc. User interface for multi-channel communication
US7110525B1 (en) 2001-06-25 2006-09-19 Toby Heller Agent training sensitive call routing system
US7024477B2 (en) * 2001-06-29 2006-04-04 International Business Machines Corporation Service time analysis methods for the WSM QOS monitor
US7103171B1 (en) * 2001-06-29 2006-09-05 Siebel Systems, Inc. System and method for multi-channel communication queuing using routing and escalation rules
US8098651B1 (en) 2001-07-27 2012-01-17 Rockstar Bidco, LP Integrating multimedia capabilities with circuit-switched calls
US7065201B2 (en) * 2001-07-31 2006-06-20 Sbc Technology Resources, Inc. Telephone call processing in an interactive voice response call management system
US6782086B2 (en) * 2001-08-02 2004-08-24 Intel Corporation Caller ID lookup
US7072966B1 (en) * 2001-08-14 2006-07-04 Etalk Corporation Skills-based routing of a communication session
US7013263B1 (en) * 2001-10-25 2006-03-14 Mindfabric, Inc. Online interaction processing
US8091042B2 (en) 2001-11-15 2012-01-03 Siebel Systems, Inc. Apparatus and method for displaying selectable icons in a toolbar for a user interface
US7165114B1 (en) 2002-01-03 2007-01-16 Russell Gary P Web streaming in a messaging system
US7593990B2 (en) * 2002-01-16 2009-09-22 International Business Machines Corporation Automatically sending a URL by e-mail or telephone
US7305070B2 (en) 2002-01-30 2007-12-04 At&T Labs, Inc. Sequential presentation of long instructions in an interactive voice response system
CN100361476C (zh) * 2002-02-05 2008-01-09 国际商业机器公司 发送、呈现电子邮件的方法和电子邮件客户机
US6914975B2 (en) * 2002-02-21 2005-07-05 Sbc Properties, L.P. Interactive dialog-based training method
US7372952B1 (en) 2002-03-07 2008-05-13 Wai Wu Telephony control system with intelligent call routing
US7127058B2 (en) * 2002-03-27 2006-10-24 Nortel Networks Limited Managing communications in a call center
WO2003085567A2 (en) * 2002-04-11 2003-10-16 Accenture Global Services Gmbh On demand real-time knowledge based connectivity
US20040128154A1 (en) * 2002-04-30 2004-07-01 Crain Mary Jane Methods and apparatus for providing consumer assistance
US7209444B2 (en) * 2002-05-15 2007-04-24 Avaya Technology Corp. Methods and devices for balancing communications using match rates
JP4142912B2 (ja) * 2002-07-19 2008-09-03 富士通株式会社 トランザクション振り分けプログラム
US20040042611A1 (en) * 2002-08-27 2004-03-04 Power Mark J. Method and apparatus for inquiry resolution in a transaction processing system
US7151826B2 (en) * 2002-09-27 2006-12-19 Rockwell Electronics Commerce Technologies L.L.C. Third party coaching for agents in a communication system
US7920546B2 (en) * 2002-10-01 2011-04-05 Nortel Networks Limited Automated attendant multimedia session
US7646761B2 (en) * 2002-10-01 2010-01-12 Nortel Networks Limited Integrating multimedia capabilities with legacy networks
US7653380B2 (en) * 2002-10-28 2010-01-26 At&T Mobility Ii Llc Profile-driven response to communication events
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US20040191735A1 (en) * 2003-03-24 2004-09-30 Mccormack Tony Method and system for simulating activity in a contact centre
US9710819B2 (en) * 2003-05-05 2017-07-18 Interactions Llc Real-time transcription system utilizing divided audio chunks
CA2524591A1 (en) * 2003-05-05 2004-11-18 Interactions, Llc Apparatus and method for processing service interactions
US8223944B2 (en) * 2003-05-05 2012-07-17 Interactions Corporation Conference call management system
US20050076095A1 (en) * 2003-07-11 2005-04-07 Boban Mathew Virtual contextual file system and method
US7184160B2 (en) 2003-08-08 2007-02-27 Venali, Inc. Spam fax filter
FR2859558A1 (fr) * 2003-09-09 2005-03-11 France Telecom Procede de mise en relation d'une personne avec un communaute de personnes
US8555273B1 (en) 2003-09-17 2013-10-08 Palm. Inc. Network for updating electronic devices
US7443965B2 (en) * 2003-11-06 2008-10-28 International Business Machines Corporation Integrated voice and data interoperability platform
US7027586B2 (en) * 2003-12-18 2006-04-11 Sbc Knowledge Ventures, L.P. Intelligently routing customer communications
US7904895B1 (en) 2004-04-21 2011-03-08 Hewlett-Packard Develpment Company, L.P. Firmware update in electronic devices employing update agent in a flash memory card
JP2005346252A (ja) * 2004-06-01 2005-12-15 Nec Corp 情報伝達システムおよび情報伝達方法
US7672845B2 (en) * 2004-06-22 2010-03-02 International Business Machines Corporation Method and system for keyword detection using voice-recognition
US20060031340A1 (en) * 2004-07-12 2006-02-09 Boban Mathew Apparatus and method for advanced attachment filtering within an integrated messaging platform
US20060026210A1 (en) * 2004-07-28 2006-02-02 Vaszary Mark K Managing feedback data
US8526940B1 (en) 2004-08-17 2013-09-03 Palm, Inc. Centralized rules repository for smart phone customer care
US20060047707A1 (en) * 2004-08-25 2006-03-02 Dionne David T Apparatus and methods for information handling system with wireless communication
US7949123B1 (en) 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7489698B2 (en) * 2004-12-16 2009-02-10 International Business Machines Corporation Mediator based architecture for first responder interoperability systems (FRIS)
GB2424142A (en) * 2005-03-09 2006-09-13 Siemens Plc Call handling in a telecommunications network
US20060224721A1 (en) * 2005-03-29 2006-10-05 H Three, Inc. Referral Tracking
US20060224729A1 (en) * 2005-03-29 2006-10-05 H Three, Inc. Referral tracking
US7917389B2 (en) * 2005-04-15 2011-03-29 The Go Daddy Group, Inc. Relevant email ads for domain name advertiser
US7890369B2 (en) * 2005-04-15 2011-02-15 The Go Daddy Group, Inc. Relevant online ads for domain name advertiser
US7921035B2 (en) * 2005-04-15 2011-04-05 The Go Daddy Group, Inc. Parked webpage domain name suggestions
US20070003050A1 (en) * 2005-06-15 2007-01-04 Ebling Maria R Method and system for call to role
US20070067197A1 (en) * 2005-09-16 2007-03-22 Sbc Knowledge Ventures, L.P. Efficiently routing customer inquiries created with a self-service application
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US10572879B1 (en) * 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US20070140468A1 (en) * 2005-11-04 2007-06-21 Spanlink Communications, Inc. Method and system for scheduling resources in customer contact centers
US20070115498A1 (en) * 2005-11-18 2007-05-24 The Go Daddy Group, Inc. Relevant messages associated with incoming fax documents
US20070115512A1 (en) * 2005-11-18 2007-05-24 The Go Daddy Group, Inc. Relevant messages associated with outgoing fax documents
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
AU2006336251A1 (en) * 2005-12-28 2007-07-26 Global Direct Management Corp. System and method for advertising in a communication system
US7424107B2 (en) * 2006-01-20 2008-09-09 International Business Machines Corporation Method and system for requesting help
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US20070260605A1 (en) * 2006-03-31 2007-11-08 H Three, Inc. Multiple-Listing Referral-Tracking System
US8300798B1 (en) * 2006-04-03 2012-10-30 Wai Wu Intelligent communication routing system and method
CN100495968C (zh) * 2006-05-11 2009-06-03 北京邮电大学 用于移动用户之间的移动咨询业务的系统
EP2025095A2 (de) 2006-06-08 2009-02-18 Hewlett-Packard Development Company, L.P. Geräteverwaltung in einem netzwerk
US8924194B2 (en) 2006-06-20 2014-12-30 At&T Intellectual Property Ii, L.P. Automatic translation of advertisements
US20080021998A1 (en) * 2006-07-20 2008-01-24 Rachel Wentink Presence-based resource locator
US8752044B2 (en) 2006-07-27 2014-06-10 Qualcomm Incorporated User experience and dependency management in a mobile device
US8577916B1 (en) 2006-09-01 2013-11-05 Avaya Inc. Search-based contact initiation method and apparatus
US20080091820A1 (en) * 2006-10-12 2008-04-17 Norman John G Multiple-listing referral tracking system
US8971520B1 (en) * 2006-10-27 2015-03-03 Answer Financial Inc. Method for optimizing skill assignment in call center agent applications
US8831963B2 (en) * 2007-03-08 2014-09-09 Ab Inventio, Llc Electronic queuing systems and methods
CN101170609B (zh) * 2007-10-22 2010-12-08 中兴通讯股份有限公司 一种座席个性化报工号的系统和方法
US8675220B2 (en) * 2008-10-22 2014-03-18 J2 Global Communications, Inc. Internet fax message searching and fax content delivery using keyword detection
US20100121641A1 (en) * 2008-11-11 2010-05-13 Aibelive Co., Ltd External voice identification system and identification process thereof
US8204957B2 (en) 2008-12-31 2012-06-19 Motorola Mobility, Inc. Method for facilitating user of a communication device to control multiple concurrent communication sessions
US20100223132A1 (en) * 2009-02-27 2010-09-02 The Go Daddy Group, Inc. Embedding advertisements offering available, dynamic-content-relevant domain names in online video
US20100223144A1 (en) * 2009-02-27 2010-09-02 The Go Daddy Group, Inc. Systems for generating online advertisements offering dynamic content relevant domain names for registration
US20100223278A1 (en) * 2009-02-27 2010-09-02 The Go Daddy Group, Inc. Generating online advertisments based upon available dynamic content relevant domain names
US20100223143A1 (en) * 2009-02-27 2010-09-02 The Go Daddy Group, Inc. Dynamic content relevant domain name suggestion in online advertising
US20100223113A1 (en) * 2009-02-27 2010-09-02 The Go Daddy Group, Inc. Systems for embedding advertisements offering available, dynamic-content-relevant domain names in online video
US20100325253A1 (en) * 2009-06-18 2010-12-23 The Go Daddy Group, Inc. Generating and registering screen name-based domain names
US8276057B2 (en) * 2009-09-17 2012-09-25 Go Daddy Operating Company, LLC Announcing a domain name registration on a social website
US8312364B2 (en) * 2009-09-17 2012-11-13 Go Daddy Operating Company, LLC Social website domain registration announcement and search engine feed
US8217251B2 (en) * 2009-09-28 2012-07-10 Lawrence E Anderson Interactive display
US20110142208A1 (en) * 2009-12-10 2011-06-16 Lawrence Anderson Interactive answering system and method
EP2529319A4 (de) * 2010-01-29 2016-06-29 Lexisnexis Division Of Reed Elsevier Inc System und verfahren zur bereitstellung eines validierungswerkzeugs
US9858593B2 (en) 2010-04-09 2018-01-02 Go Daddy Operating Company, LLC URL shortening based online advertising
US9432237B2 (en) 2011-02-16 2016-08-30 Clearone, Inc. VOIP device, VOIP conferencing system, and related method
US20130097333A1 (en) * 2011-06-12 2013-04-18 Clearone Communications, Inc. Methods and apparatuses for unified streaming communication
US20130290439A1 (en) * 2012-04-27 2013-10-31 Nokia Corporation Method and apparatus for notification and posting at social networks
US9451090B2 (en) 2013-10-31 2016-09-20 Genesys Telecommunications Laboratories, Inc. System and method for performance-based routing of interactions in a contact center
US20180210911A1 (en) * 2017-01-23 2018-07-26 Oliver Wendel Gamble Method and System for Interactive Notation, Text Data Storage and Management on a Mobile Device.
US20170213171A1 (en) * 2016-01-21 2017-07-27 Accenture Global Solutions Limited Intelligent scheduling and work item allocation
US20170310746A1 (en) * 2016-04-21 2017-10-26 Sony J. ROUNDHILL System for communicating with select group(s) of users and methods of use
CN108632475B (zh) * 2018-03-22 2021-08-17 平安科技（深圳）有限公司 语音留言方法、装置、计算机设备和存储介质
CN114969170B (zh) * 2022-06-01 2023-04-28 快备新能源科技（上海）有限公司 一种风电备品备件数据库搜索方法以及系统

Family Cites Families (21)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5309355A (en) * 1984-05-24 1994-05-03 Lockwood Lawrence B Automated sales system
US5046088A (en) * 1989-10-31 1991-09-03 Dialogic Corporation Converter for in-band routing and/or origination information
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5361353A (en) * 1991-10-02 1994-11-01 International Business Machines Corporation System for parsing message units from an unstructured message stream of interleaved message units to form structured messages
JP2892901B2 (ja) * 1992-04-27 1999-05-17 インターナショナル・ビジネス・マシーンズ・コーポレイション プレゼンテーションの獲得、管理およびプレイバック用自動化システム及び方法
US5309513A (en) * 1992-07-02 1994-05-03 Rockwell International Corporation Telephone system with ubiquitous agents
JPH06232982A (ja) * 1993-02-02 1994-08-19 Fujitsu Ltd 着信呼の分配制御方式
AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
US5576954A (en) * 1993-11-05 1996-11-19 University Of Central Florida Process for determination of text relevancy
US5561711A (en) * 1994-03-09 1996-10-01 Us West Technologies, Inc. Predictive calling scheduling system and method
US5592543A (en) * 1994-06-01 1997-01-07 Davox Corporation Method and system for allocating agent resources to a telephone call campaign
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
US6222919B1 (en) * 1994-09-12 2001-04-24 Rockwell International Corporation Method and system for routing incoming telephone calls to available agents based on agent skills
US5594791A (en) * 1994-10-05 1997-01-14 Inventions, Inc. Method and apparatus for providing result-oriented customer service
DE69636239T2 (de) * 1995-04-24 2007-05-10 International Business Machines Corp. Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale
US5915012A (en) * 1997-01-14 1999-06-22 Genesys, Telecommunications Laboratories, Inc. System and method for operating a plurality of call centers
US5831665A (en) * 1996-01-24 1998-11-03 Rockwell International Corporation Video switching system, video communications system and method for automatically establishing video communications using a telephonic switch
US5793861A (en) * 1996-06-11 1998-08-11 Executone Information Systems, Inc. Transaction processing system and method
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
US5832059A (en) * 1996-09-30 1998-11-03 Rockwell International Corp. Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch
US5828747A (en) * 1997-01-28 1998-10-27 Lucent Technologies Inc. Call distribution based on agent occupancy

Also Published As

Publication number Publication date
CN1192634A (zh) 1998-09-09
CN1125571C (zh) 2003-10-22
US6058435A (en) 2000-05-02
DE69824904T2 (de) 2005-08-25
EP0856980A3 (de) 2002-01-16
EP0856980A2 (de) 1998-08-05
EP0856980B1 (de) 2004-07-07

Similar Documents

Publication Publication Date Title
DE69824904D1 (de) Inhaltsuchbare Kommunikation für ein Leitweglenkungsverfahren und ACD System
DE69838498D1 (de) Konfigurationsverfahren für Netzwerkvorrichtung
DE69824425D1 (de) Verbindungssystem für stimulationsleitungen
DE69701317T2 (de) Wiederholer für Telekommunikationssanordnung
DE19581853T1 (de) Spezialisiertes Ruflenkungsverfahren und Vorrichtung für ein zellulares Kommunikationssystem
DE59802398D1 (de) Greifer für scheibenförmige Gegenstände
DE965254T1 (de) Gehäuse für eine telekommunikationsanlage
DE59810410D1 (de) Ummantelung für monolithische sorbentien
DE69609733T2 (de) Verbindungssystem für tragbares telefon
DE69721730D1 (de) Verbindungsblock für kabel
DE69510470D1 (de) Künstlicher standort für hummer
DE69936984D1 (de) Architektur für personalkommunikatiossystem
DE69832671D1 (de) Telekommunikationsleitungsabschlusstest
DE69838505D1 (de) Verbindungsgerät für eine trennzentrifuge
DE69511999T2 (de) Verbesserungen für mikromechanische Geräte
DE59703822D1 (de) Klemmzange für endlosförderer
DE29706673U1 (de) Bauteil für HF-dichte Behältnisse
DE9416077U1 (de) Sperrsystem für Telefonleitungen
DE29810262U1 (de) Umsetzvorrichtung für Lasteinheiten
DE29720115U1 (de) Griffsystem für Akkumulatoren
DE29708602U1 (de) Haltevorrichtung für Tauchgalvanisierung
DE29705509U1 (de) Transportsystem für Werkzeuge
DE29509967U1 (de) Kontakthalbschale für Verbindungsmuffen
DE29700472U1 (de) Modulares System für Komponenten der Kommunikationstechnik
DE29716162U1 (de) Abziehwerkzeug für Hülsen

Legal Events

Date Code Title Description
8364 No opposition during term of opposition
8320 Willingness to grant licences declared (paragraph 23)
8328 Change in the person/name/address of the agent

Representative=s name: FRITZSCHE, T., DIPL.-CHEM. DR.RER.NAT., PAT.-ANW.,

R082 Change of representative

Ref document number: 856980

Country of ref document: EP

Representative=s name: THOMAS MICHAEL FRITZSCHE, 81545 MUENCHEN, DE