Patent application number | Description | Published |
20090210496 | SYSTEM AND METHOD FOR LEAVING AND RETRIEVING ELECTRONIC MESSAGE NOTES - Methods and apparatus for allowing a message to be left for an expected user of a network application are disclosed. According to one embodiment, a method includes determining when a first user has requested access to a first application, and determining if there is a message for the first user when it is determined that the first user has requested access to the first application. The method also includes informing the first user of the message if it is determined that there is the message for the first user, as well as providing the first user with access to the first application after informing the first user of the message and after the first user acknowledges that the first user has been informed of the message. | 08-20-2009 |
20090262914 | PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER - A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers. | 10-22-2009 |
20100014653 | METHOD AND APPARATUS FOR SCHEDULING CALLBACKS VIA OFFLINE OFFER TASKS TO KNOWLEDGE WORKERS - In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request. | 01-21-2010 |
20100027778 | METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION - In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller. | 02-04-2010 |
20100100370 | SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY - In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data. | 04-22-2010 |
20110293079 | Techniques for Marking and Manipulating Voice Message Segments Through a Telephone User Interface - In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message. | 12-01-2011 |
20140237041 | AUTOMATIC FUTURE MEETING SCHEDULER BASED UPON LOCATIONS OF MEETING PARTICIPANTS - In a network that supports communications between client devices and at least one meeting server, a meeting request that includes one or more meeting constraints to be satisfied is monitored prior to scheduling or initiating a meeting between a plurality of meeting participants associated with respective client devices. At least one meeting constraint includes a location constraint that identifies a location for a client device associated with a meeting participant prior to scheduling or initiating the meeting. In response to each meeting constraint being satisfied, including the at least one location constraint, the meeting is automatically scheduled or initiated for the participants via the meeting server. | 08-21-2014 |
20150201078 | Routing of Work in an Enterprise Based Upon Social Information Associated with Enterprise Agents and Clients - Techniques are provided for receiving incoming work at an enterprise, obtaining social information for agents of the enterprise, comparing the social information obtained for the enterprise agents with information associated with the incoming work, and assigning the incoming work to a selected enterprise agent based upon at least one common feature included in the social information for the selected enterprise agent and the incoming work. | 07-16-2015 |