Davox Corporation

Concerto Software, Inc

Other

Concerto Services, Inc.

B Scott Smith

Anthony Curreri

George R Melillo

Judith A Dunn

Gerry L Pearson

Malcom B Strandberg

Robert J Stent

John E Cambray

Frederick Paul Kneipp

W James Gillis

Robert Stent

Michael S Carney

Paul Kneipp

Mark Jennings

John Cambray

G Mark Jennings

A web browser based client workstation receives web browser based information and displays the web browser based information in a web page browser format. The web browser based information may include operation critical application information which is interactively displayed and utilized to perform an operation critical application from the client workstation. The operation critical application may include a telephony application. The web browser based client workstation may include a script wizard for allowing a user to generate non-proprietary, industry standard, active objects to handle one or more applications. The client workstation may also include at least one host connection active object to handle information exchange between the web browser based client workstation and a host computer/database. Persistent data to be utilized by the client workstation may be stored within the workstation for later reuse without access to a server computer. The client workstation may execute HTML code which may be generated on the client workstation for control of an application by the workstation. The client workstation may also include web browser based scripting information for providing one or more script pages which can be logically related and called one after the other based upon an answer or response to a predetermined message text on a previous script page. The client workstation may be coupled to a server computer which includes at least one proxy server. The proxy server facilitates access to data external to the server computer. Data from multiple sources can be requested through the proxy server and displayed generally simultaneously on one web page of the web browser based client workstation.

Browser user inter face for client workstation

An automatic call distributor (ACD) system, which includes an object-oriented system for defining one or more call treatments is provided. The system includes a first graphical user interface including a plurality of data record fields, which define data applicable to handling an incoming call. Also included is a second graphical user interface, which is configured to accept one or more tests based on the data included in the data record fields applicable to the handling of an incoming call. The first and second graphical user interfaces include a plurality of icons and data entry fields, which are manipulated by a system user to create and modify a call treatment. Once created, call treatments are displayed in a graphical format on a third graphical user interface, which allows one or more portions of a displayed call treatment to be altered by selecting the graphical representation of the relevant portion using a computer mouse or other point and click device.

Object oriented system and method for directing incoming telephone calls

A task processing system such as a telephony call center and telephony call center management system downloads and processes unscheduled events such as inbound and outbound call records, in real time. A real time event server such as a real time call record server receives unscheduled events such as call records from an external record source, and places them in a real time call record table. The outbound campaign manager requests call records, and processes the real time call records in the same manner as other call records. A method for processing such real time events includes scheduling an ordered list of tasks, and commencing processing. When an unexpected event occurs, a predetermined task is selected in response to the event. The predetermined task is then integrated into the ordered list of scheduled tasks and processed.

Unscheduled event task processing system

A system and method of distributing outbound telephony service including voice communications over a computer network is provided. The system includes a master call center, including a computer telephony integration (CTI) system and a digital communication server, located at a first location. The system further includes at least one distributed call center, including a distributed CTI system and a digital communications server, located at at least one remote location. The system is configured to connect at least one connected party with whom voice communications are established at a distributed call center over a local telephone line and then route the voice communications to at least one call center agent interfacing the master call center over a computer network, such as the Internet. The method begins by linking a master call center to at least one distributed call center over a computer network. Next, at least one call list group is distributed to the distributed call center. Then, an outbound call campaign is initiated at the distributed call center over standard, voice telephone lines. Upon reaching a live, &ldquo;connected&rdquo; party, the connected call is routed to at least one master call center agent over a computer network.

System and method of distributing outbound telephony services over a computer network

A data record processing system including a dynamic data record excluder generates a unique record identification in response to a received data record. Alternatively, the received data record may include the unique data record identifier. A data record index stores at least a portion of the received data record and the unique data record identifier. A dynamic data record excluder determines whether or not the received data record was previously received by searching the data record index, and generates a data record exclusion indicator if the data record was previously received, thereby excluding processing of the previously received data record, to avoid duplication and to allow the data record processing system to process the most recent data record.

Data processing system with real time priority updating of data records

A call record scheduling system for prioritizing call records for an outbound dialing system. Call records are downloaded to a call center record manager which preliminarily filters the records to select only certain records for a call campaign. Call records are then individually processed to produce a time range and priority for each call record to be dialed. This time range and priority are inserted into a priority table which may have more than one entry for each call record. A call record scheduler scans the priority table and selects call records to be downloaded to the outbound dialer to be presently dialed. The call record scheduler dynamically adjusts the priority table, including inserting and deleting priority table entries and changing the priority value. The present system allows control over when to place telephone calls during an ongoing telephone campaign, thereby increasing the likelihood of reaching the called party.

Call record scheduling system and method

A telephone call center management system capable of simultaneously operating at least two separate telephony applications. A first group of agents is assigned to service a first telephone application. A first telephony center supervisor is assigned to at least view the operation of at least the first telephone application and at least the first group of agents. A second group of agents is assigned to service a second telephone application, while a second telephony center supervisor is assigned to at least view the operation of the second telephone application and the second group of agents. A supervisor can not view or control the agents or resources of an application not assigned to that supervisor. Supervisors may be assigned different application access levels, which control how much supervision supervisors have over the agents in applications the supervisors may access.

Telephone call center management system which supports multi-user and

A method for controlling the flow of a first call record campaign to a second call record campaign, by a telephony system. Wherein after determining that a first call record campaign is not being driven to its maximum capacity and there are no more call records to dial, the system assigns a second campaign attribute to agents having a first campaign attribute. In response, the system initiates processing of the second call record campaign by processing a call record from the second call record campaign. The system detects the completion of additional call records from the first call record campaign and initiates processing of a corresponding number of call records from the second call record campaign, thereby seamlessly transitioning from the ending of the first call record campaign to the beginning of the second call record campaign. The method further includes the steps of establishing and modifying the call record campaigns with call record selection criteria, by sequentially scanning a common database with call record selection criteria, identifying and copying a number of call records meeting the call record selection criteria, and inserting the identified call records into call record groups. The call record groups are joined together forming a call record campaign which is subsequently provided to the telephony system for dialing a telephone number included in each call record.

Method for selecting and controlling the automatic dialing of a call

A method and system for allocating agents possessing predetermined qualifying attributes to an outbound telephone call campaign is disclosed. The method includes the steps of assigning qualifying attributes to agents of a telephony system and further include the step of generating requests for agents possessing specific qualifying parameters within campaign call scripts. Agents meeting the agent request parameters are allocated to the outbound telephone call campaign for servicing call records within the outbound telephone call campaign.

Method and system for allocating agent resources to a telephone call

A method for allocating resources, such as agents, to multiple tasks such as call campaigns in a telephony system includes establishing at least first and second tasks, each task including a pacing ratio, a task attribute, and at least one group of processes to be executed. The first and second task attributes are assigned to at least one resource which is provided for servicing the first and second group of processes. After the tasks are initiated, the resource having the first and second task attributes is allocated to servicing at least one process from each of the first and second groups of processes. The method also includes computing the balanced condition of each task and if the task is out of balance, reallocating system resources to each task for which the resource maintains a task servicing attribute.

Method for allocating agent resources to multiple telephone call

A method for maintaining disconnected call record events in a pending condition is provided until an available agent is acquired to service the disconnected call record event. The method includes the steps of reprioritizing the disconnected call record event to a lower priority level value and comparing the priority level value of the disconnected call record event with the priority levels of the additional pending call record events. Upon the disconnected call record event having a priority level value equal to or higher than the additional call record events, an available agent is requested and a second outbound call is placed for the previously disconnected call record event. The requested available agent is connected to the second outbound call upon an outside party answering the second outbound call.

Method for low priority telephony system assisted dialing

A dynamically adjustable call pacing system computes the average time a call spends on hold. An Average Hold Time is computed and dynamically updated by monitoring the number of current calls on hold and the amount of time by which current calls on hold exceed the average time on hold. Before adjusting the line activation time which controls the frequency at which idle telephone lines are released to a call initiator, the call pacing system determines the sum of the adjustments which have been previously made to the line activation time, and uses this sum to minimize large fluctuations in Average Hold Times.

Dynamically adjustable call pacing system

A system for electronically managing calls in a hold queue wherein the hold queue is prioritized into a number of priority categories according to user selectable priority criteria. As an operator becomes available, the system selectively assigns the calls on hold to an available operator in a sequential manner according to the priority category of the calls and the type of hold queue utilized.

Growing community of inventors

Londonderry, NH, United States of America

B Scott Smith