Tellme Networks, Inc.

Liveops, Inc.

Beth McKinnon

Christopher Robert Waterson

Richard Allen Potts

Vidur Apparao

Jeff C Kunins

Scott Lewis

Ramy Adeeb

Shirish Andhare

Matt Vernooy

Erik Haakenson

An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.

Stores as call center resources

A method and system for implementing run-time control over voice application behavior. The method includes identifying a plurality of control point locations within a given voice application and a plurality of corresponding required responses to the control points. A design-for-control methodology is used to instrument the control points of voice application. A control agent is configured with web-based controls to manage the control points. The control points are used to alter the voice application's behavior during run-time.

Method and system for design for run-time control of voice XML applications

Growing community of inventors

San Carlos, CA, United States of America

Beth McKinnon