Davox Corporation

Concerto Software, Inc

Answersoft, Inc.

Gene W Lee

Gary L Brannick

Amy L Mathis

Gary C Young

James E Steenbergen

Mark R Stoldt

Robert W Withers

James E Fissel

Larry P Mason

Lora M Lloyd

William B Black

Jeanne A Bayless

Garrett C Young

Srikanth Subramanian

James A Brewster

Thomas D Hite

Duane J Badenhorst

A system, including a method for prioritizing on hold calls connected to an automated telephone system is disclosed. The system and method utilizes customer information retrieved from a customer database as call prioritizing information for each connected call. The method begins by connecting a plurality of calls to the automated telephone system. Caller identifying information is obtained from each connected call and each connected call is placed on hold. Then, a customer database is searched and a customer database record is identified corresponding the obtained caller identifying information for each connected call. A call record for each connected call is created and inserted into the hold queue. Each call record includes the caller identifying information and call prioritizing information corresponding to the connected call. The connected calls are then directed to available agents based on the call prioritizing information stored in each call record in the hold queue.

System and method for managing a hold queue based on customer information retrieved from a customer database

An intelligent information router system comprising a telephony controller coupled to a private branch exchange through a link interface. The telephony controller may communicate with a handle manager and a script interpreter engine. The telephony controller may receive information from the link interface regarding telephone calls being placed to the private branch exchange. The telephony controller may initiate actions with the script interpreter engine that access information stored in a database through a database controller. In response to action of the script interpreter engine, the telephony controller may instruct the private branch exchange to route the call to an appropriate location within a company depending on the information received by the private branch exchange through automatic transmission of data or interaction with the calling party.

Intelligent information routing system and method

A telecommunications system ( ) is provided that provides for telephone functions to be accessed through client computer system ( ). A server computer system ( ) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Computer telephone system

A system and method for mapping a plurality of data base fields from an arbitrary ODBC-compliant data base to a plurality of attributes in a knowledge base having a known data attribute format is provided. The system includes a data base selection interface displayed on a display associated with a system user. The data base selection interface is configured to allow a system user to select the data base to map to the knowledge base having a known data attribute format. The system also includes a data attribute mapping interface, which is also displayed on the system user display. The data attribute mapping interface is configured to display a plurality of data attributes included in the knowledge base and to allow the system user to select at least one data attribute to map to at least one data field in the arbitrary data base to be converted. Also included is an edit field mapping interface, which is also displayed on the system user display. The edit field mapping interface allows at least one selected data attribute to be displayed and allows the system user to select a data base field to map to each displayed data attribute. Finally, the system includes a data map memory for storing the mapped data base fields.

System and method of mapping database fields to a knowledge base using a graphical user interface

An automated take back and transfer (TBX) telephone call routing system for interfacing a party connected to a first call center agent located at a first call center with at least a second call center agent located at a second call center, wherein the second call center is remotely located from the first call center, is disclosed. The system includes a transfer call interface, which is displayed on an agent display associated with the first call center agent. The transfer call interface is configured to accept a remote agent identifier, which, in the preferred embodiment is the name of a remote agent or the name of a group of remote agents. The system also includes a database that includes a plurality of call center agent data records. Each call center agent data record includes a destination identifier field, where a remote agent name or group name is entered, and a destination address field, where a dial string is entered. The dial string includes a plurality of characters, which include a special character identifying the dial string as a TBX code and a destination address code. The system also includes a tone generator for generating a DTMF tone sequence corresponding to the TBX code and destination address code, which is transmitted to a telephone company central office (CO) to alert the CO that TBX is being used and the destination of the transfer.

System and method for providing automated take back and transfer functionality to a computer telephony system

A system and method of retrieving customer records regardless of area code change affecting customer telephone numbers stored in customer records is provided. The method begins by providing an area code changes user interface on a system user display, which is configured to accept area code changes input by the system. Area code changes, which include actual area codes and old area codes are input using the interface. Next, each input area code change is stored in an area code changes memory. An ANI string corresponding to an incoming telephone call is then received and at least one customer record database is searched to identify any call records that include a telephone number corresponding to the ANI string. If no customer records are identified, then the area code changes memory is searched to identify if the ANI string includes an area code corresponding to an actual area code stored in the area code changes memory. If an actual area code match is found, then the ANI string is modified by replacing the area code included in the ANI string with the old area code corresponding to the actual area code stored in the area code changes memory. The customer record database search is then repeated until there are no more actual area codes stored in the area code changes memory that correspond to the area code included in the ANI string.

Intelligent area code update system and method

A telecommunications system (,) is provided that provides for telephone functions to be accessed through client computer system (,). A server computer system (,) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface,is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Computer telephone system and method having a graphical user interface

A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Growing community of inventors

Plano, TX, United States of America

Gene W Lee