Unifi Communications Corporation

Other

Teletech Holdings, Inc.

Teloquent Communications Corporation

Teletech Customer Care Management (ireland) Limited

Onstate Communications Corporation

Jerry Gechter

Jeffrey A Fried

Robert L Pokress

G Wayne Andrews

Wayne Andrews

Bruce A Sharpe

James P Kelly

Norvel L Patton, Jr

Nathan E Keeney

A communications system for general business environments that exploits knowledge of user state to provide advantages of efficiency and control for individual users and for the business. The communications system also provides particular advantages in environments where users have multiple communication devices and for communications of a business with external parties. In other aspects, the communication system provides features of application flexibility and system fault-tolerance with broad applicability to communication systems. The communication system includes a controller that receives requests for establishing communications when a user is in an appropriate state to receive communications and communicates state of the user to other users. The controller receives a user request for establishing a communication when the user is not in the appropriate state for communication, receives a user request for a state change to the appropriate state to receive the communication, and initiates the communication without changing state of the user.

Universal state-aware communications

According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.

Method for providing support with associates anywhere and notifications

A communications system for general business environments that exploits knowledge of user state to provide advantages of efficiency and control for individual users and for the business. The communications system also provides particular advantages in environments where users have multiple communication devices and for communications of a business with external parties. In other aspects, the communication system provides features of application flexibility and system fault-tolerance with broad applicability to communication systems. The communication system includes a controller that receives requests for establishing communications when a user is in an appropriate state to receive communications and communicates state of the user to other users. The controller receives a user request for establishing a communication when the user is not in the appropriate state for communication, receives a user request for a state change to the appropriate state to receive the communication, and initiates communication without changing state of the user.

A communications system for general business environments that exploits knowledge of user state to provide advantages of efficiency and control for individual users and for the business. The communications system also provides particular advantages in environments where users have multiple communication devices and for communications of a business with external parties. In other aspects, the communication system provides features of application flexibility and system fault-tolerance with broad applicability to communication systems.

Interactive, electronic game apparatus including a visual display, an input device, a plurality of character behavior controllers containing logic for determining the behavior of respective game characters, and a game controller containing logic to determine consistent game states for the game and the characters, each character behavior controller including an independent application process.

Interactive electronic games and screen savers with multiple characters

A control system for processing calls comprising a call handling device and a device controller that are each connected to a network via a call connection interface that permits establishing and releasing a network connection, participation with another call connection interface in the same network connection, and either control over a network connection when the interface is the sole interface participating in that connection or control over a network connection to drop the last leg added to a network connection, the device controller and call handling device sending messages to each other over a message transfer interface. Also disclosed are a system for shifting control of a network connection and a system for monitoring the state of a network connection from a network interface that is not actively engaged in the network connection.

Call processing control system

A system for external control of call processing including a network controller that is connected to receive a third party control message regarding a call operation to be executed by one or more line controllers and is programmed to determine what first party steps need to be taken by the line controller or controllers to execute the call operation, to generate first party control messages to carry out the steps, and to send the first party control messages over a network via a message transfer interface to one or more line controllers, the line controllers being connected to the network via message transfer interfaces to receive the first party control messages and being programmed to execute the first party messages on the network.

Externally controlled call processing system

A method of rerouting of telephone calls from a call receiver device to a call destination device using incoming call notification messages sent from the call receiver device to the call destination device, respond signals sent from the call destination device to the call receiver device, and calling line identification of the incoming call.

Methods of automatically rerouting an incoming telephone call placed

An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connected to the network via network service interfaces and providing agent status messages to the network, the system including receiving circuitry connected via a network service interface to the network for receiving the agent status messages and a call arrival message from the network indicating that an incoming call has been made on the network, and routing circuitry responsive to the receiving circuitry for generating a routing signal provided to the network to connect the incoming call to an agent station through the network. Also disclosed are handling transitions of agent stations using transition notifications, transition requests and forced response signals; and rerouting of telephone calls using incoming call notification signals, response signals, pre-notification signals, and calling line identification of the incoming call; the use of a combination of networks, some functions of the network services interface being carried out by connection to one network and some functions being carried out by connections to a different network.

Switchless automatic call distribution system used with a combination of

An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connecting the network via network service interfaces and providing agent status messages to the network, the system including receiving circuit connected via a network service interface to the network for receiving the agent status messages and a call arrival message from the network indicating that an incoming call has been made on the network, and routing circuit responsive to the receiving means for generating a routing signal provided to the network to connect the incoming call to an agent station through the network. Also disclosed are handling transitions of agent stations using transition notifications, transition requests and forced response signals.

Switchless automatic call distribution system

An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connected the network via network service interfaces and providing agent status messages to the network, the system including receiving means connected via a network service interface to the network for receiving the agent status messages and a call arrival message from the network indicating that an incoming call has been made on the network, and routing means responsive to the receiving means for generating a routing signal provided to the network to connect the incoming call to an agent station through the network. Also disclosed are handling transitions of agent stations using transition notifications, transition requests and forced response signals; and rerouting of telephone calls using incoming call notification signals, response signals, pre-notification signals, and calling line identification of the incoming call.

Growing community of inventors

Lincoln, MA, United States of America

Jerry Gechter