이 특허에 인용된 특허 (72) 인용/피인용 타임라인 분석

1. Lee Dooyong (Middletown NJ), Announcing waiting times in queuing systems.

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2. Roberts Lyn M. (London GBX) Shrier Robert L. (London GBX) Laxton Raymond (Maidenhead GBX), Apparatus for storing data relating to television viewing.

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3. Dupuis Claude R. (Kanata CAX) Hinz Lorne C. (Nepean CAX), Apparatus for transmitting information via telephone lines.

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4. Hughes Steve A. (Doraville GA), Audio response system.

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5. Kalmus Leslie P. (New York NY) Trojan Donald R. (Stamford CT) Mott Bradley (Douglaston NY) Strampfer John (Greenlawn NY), Automated securities trading system.

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6. Peacock Gregory (Laguna Beach CA), Automated telephone operator overflow device.

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7. Kempner, Marvin A.; Elder, Robert E., Automatic audience survey system.

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8. Frauenthal James C. (Colts Neck NJ) Gewirtz William L. (Edison NJ) Moore Thomas G. (Freehold NJ) Weber Roy P. (Bridgewater NJ), Automatic call distributor telephone service.

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9. Williams Daniel E. (San Diego County CA) Carley John J. (San Diego County CA) Eaton Paul S. (San Diego County CA), Automatic user selected variable telephone message record and playback system.

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10. Brady Patrick Kevin, Call distributor.

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11. Thorne Donald J. (858 Westgrove Rd. Akron OH 44303), Call handling system.

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12. Brown Percy B. (East Brunswick NJ) Chau Nga V. (Middletown NJ) Hsiao Tung-Hai (Freehold NJ) Karawas Georg K. (West Long Branch NJ) LeCronier Richard E. (New Monmouth NJ) Parrott Dawn R. (Neptune NJ) , Call message delivery system and method.

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13. Hammond Daniel D. (Dallas TX), Calling center employing unified control system.

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14. Masuda Kiyoshi (Osaka JPX), Card authenticating apparatus for card-based transaction processing system.

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15. Bernard, Alain; Dupraz, Didier, Charging process for selling information by telephone.

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16. Berkowitz David B. (Palo Alto CA) Hao Ming C. (Los Altos CA) Lieu Hung C. (Santa Clara CA) Snow Franklin D. (Saratoga CA), Collaborative computing system using pseudo server process to allow input from different server processes individually a.

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17. Howarter David R. (Del Mar CA) Conti Dennis (Monrovia MD) Mager Dennis (Monrovia MD) Yehushua Nurit (San Diego CA), Communication system and method for linking data terminals and their host computers through a satellite or other wide ar.

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18. Anderson Gregory Lane, Context-sensitive presentation of information to call-center agents.

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19. Newkirk Martha (8 Park La. Madison NJ 07940) Newkirk Larry (8 Park La. Madison NJ 07940), Credit card actuated telecommunication access network.

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20. Gawrys George W. (Bridgewater) Leasure Dale G. (Toms River) Nici Richard J. (Tinton Falls NJ) Oberman Richard A. (Park Ridge IL) Setton Henri (Highland Park NJ) Willcock William T. (Rumson NJ) Woody , Customer programmable automated integrated voice/data technique for communication systems.

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21. Cadotte Ernest R. (Knoxville TN) Hester Gerald P. (Santa Ana CA), Customer satisfaction terminal.

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22. Benton William M. (Ft. Lauderdale FL) Mee William W. (Pompano Beach FL), Data logging and transfer system using portable and resident units.

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23. Yamada Kazutoshi (Shiga JPX), Data processing system with data transmission failure recovery measures.

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24. Gordon Travis H. (Madison NJ) Simon Steven D. (Middletown NJ) Sorrentino Robert (Middletown NJ), Dial-up telephone network equipment for requesting an identified selection.

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25. Matthews Gordon H. (Plano TX) Tansil Thomas B. (Dallas TX) Fannin Michael L. (Dallas TX), Electronic audio communications system with automatic user access features.

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26. Ohmae Kenichi (Yokohama JPX) Tateisi Kazuma (Kyoto JPX) Shinohara Yoshitsugu (Shiga JPX) Mizuno Shinichiro (Ibaraki JPX), Electronic cash register capable of performing cash-dispensing transactions.

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27. Anderson Roy E. (Scotia NY) Frey Richard L. (Schenectady NY) Lewis James R. (Albany NY), Electronic voting system.

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28. DeFrancesco James (Ellicott City MD) Freiman Scott L. (Pikesville MD), Financial quotation system using synthesized speech.

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29. Conn Gerard (Brooklyn NY) Redberg Margaret H. (Red Bank NJ) Simon Steven D. (Middletown NJ) Simonson Roger K. (Riverwoods IL), Home agent telecommunication technique.

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30. DeAngelis Lawrence J. (3200 N. Lake Shore Dr. Chicago IL 60657), Home merchandise ordering telecommunications terminal.

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31. Ferguson William L. (Walnut Creek CA) Wallis Mark H. (Long Beach CA), In-store universal control system.

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32. Zazzera Andre C., Integrated voice and business transaction reporting for telephone call centers.

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33. Spencer Joel R. (Middlesex MA) Booth Anthony J. (Middlesex MA), Intelligent node resident failure test and response in a multi-node system.

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34. Crane Michael B. (Bettendorf IA) Sullivan Neil W. (Bettendorf IA), Interactive computerized communications systems with voice input and output.

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35. Eckmann, Stuart F., Interactive educational system with voice reaction and access using tone-generating telephone.

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36. Friedes Albert (East Brunswick NJ), Interactive queuing sytem for call centers.

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37. Howarth David I. (Westford MA), Interprocess message passing method in a distributed digital data system.

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38. Johnson Tod (Scarsdale NY) Tarshis Andrew (New York NY) Goldberg George (Great Neck NY), Market survey data collection method.

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39. Fodale Joseph V. (Lincroft NJ), Method and apparatus for disallowing the extension of a call through a network.

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40. Britton James T. (Aberdeen NJ) Figueroa Lorraine (Brooklyn NY) Patterson John F. (Morristown NJ) Rosenthal Robert I. (Wayside NJ) Rosinski Richard R. (Middletown NJ), Method and apparatus for generating computer-controlled interactive voice services.

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41. Flockhart Andrew Derek ; Mathews Eugene Paul, Method and apparatus for queuing a call to the best backup split.

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42. Charalambous Salomi T. (Holmdel NJ) Durinovic-Johri Sanja (Aberdeen NJ) Levy Yonatan A. (Manalapan NJ), Method and system for dynamic customized call routing.

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43. Maloney Michael J. (Plano TX) Hitson Bruce Lewis (Mountain View CA) McCalmont David Thompson (San Jose CA), Method and system for transferring calls and call-related data between a plurality of call centers.

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44. Asmuth Richard L. (Little Silver NJ) Ermann Renato M. (Gahanna OH) Gauldin Mark A. (Wheaton IL) Gawrys George W. (Ocean Township ; Monmouth County NJ) Stone Roger E. (Naperville IL) Yuhas Marjorie P., Method for customer definable telephone capability.

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45. Hilleary Thomas N. (Johnson County KS) Fulton Robert D. (Jackson County MO), Method for dispensing information.

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46. Riskin Bernard N. (Lambertville NJ), Method of and means for accessing computerized data bases utilizing a touch-tone telephone instrument.

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47. Cuschleg ; Jr. Robert F. (Columbus OH) Freeman Brian D. (Howell NJ) Kelly Kevin B. (Neptune NJ) Patti Philip J. (Belle Mead NJ) Perinelli Anthony J. (Woodbridge NJ) Shannon Amy K. (Aberdeen NJ), Multilocation queuing for telephone calls.

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48. Allen James C. (San Jose CA) Bartlett Wendy B. (Los Altos CA) Johnson ; III Hoke S. (San Jose CA) Fisher Steven D. (San Mateo CA) Larson Richard O. (Fremont CA) Peck John C. (Mountain View CA), Multiprocessor multisystem communications network.

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49. Jolissaint Charles H. (Sunnyvale CA) Shem Elliott B. (Santa Clara CA) McRae Xuan (Fremont CA) Waln Kenneth E. (San Jose CA) Duffy John E. (Milpitas CA), Object oriented customer information exchange system and method.

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50. White Peter (Berkeley CA), On-line and off-line transaction security system using a code generated from a transaction parameter and a random number.

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51. Nakagawa Akira (Saitama JPX), Polling system and method using nondedicated telephone lines.

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52. Kurland Lawrence G. (Melville NY) Shababb George (Roslyn Heights NY), Rapid market survey collection and dissemination method.

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53. Levy Alfred (12 Oak Hill Dr. Oyster Bay NY 11771) Paul Jon D. (2800 Third St. San Francisco CA 94107), Remotely controlled telephone hold program system.

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54. Fisher Thomas S. (Westminster CO) Losty Martin R. (Broomfield CO), Restriction of communication service accessibility among subscriber communities.

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55. Kaplan Marc P. (Aberdeen NJ), Revertive calling automatic call distributor.

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56. Crockett Gary B. (Plano TX), Rules-based call routing.

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57. Reynolds Henry S. (Glendale Heights IL) Bonkowski Edward F. (Wheaton IL) Dalsky Joel D. (Hoffman Estates IL) Pannell Dean R. (St. Charles IL) Schmidt Joyce J. (Schaumburg IL), Subscriber call routing processing system.

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58. Reynolds Henry Statham ; Bonkowski Edward Francis ; Dalsky Joel Dennis ; Pannell Dean Ross ; Schmidt Joyce Jean, Subscriber call routing processing system.

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59. Gechter, Jerry; Fried, Jeffrey A.; Pokress, Robert L., Switchless automatic call distribution system.

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60. Freeny ; Jr. Charles C. (Fort Worth TX), System for reproducing information in material objects at a point of sale location.

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61. Kaish Steven T. (Bridgewater NJ) Mathews Eugene P. (Barrington IL) Matson Nigel G. (Glen Gardner NJ) Perea Carlos A. (Bethlehem PA) Ryva George J. (Colts Neck NJ) Shepard James B. (Pickerington OH) S, Telecommunication network with integrated network-wide automatic call distribution.

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62. Brown Percy B. (East Brunswick NJ) Casselman Brenda (Matawan NJ) Conn Gerard (Brooklyn NY) Malmi Robert A. (Red Bank NJ) Matula Valentine C. (Granville OH) Redberg Margaret H. (Red Bank NJ) Stein Dim, Telemarketing complex performance management system.

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63. Champion ; III C. Paul (871 Coachway Annapolis MD 21401) Libero Robert W. (2226 Coppersmith Sq. Reston VA 22091) Palmer Walter J. (12210 Waples Mill Rd. Oakton VA 22124), Telephone accessible information system.

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64. Curtin William J. (Madison WI), Telephone answering system.

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65. Winter Walter W. (Melbourne FL) Gothard Steven E. (Palm Bay FL) Drew John H. (Indialantic FL), Telephone operator voice storage and retrieval system.

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66. Riskin Bernard N. (Lambertville NJ), Telephone system for connecting a customer to a supplier of goods.

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67. Cohen Fred (Philadelphia PA), Telephone traffic load control system.

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68. Nickerson Rand B. (Scarborough CAX) Welsh Russell J. (Toronto CAX), Television viewer data collection system.

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69. Paulsson Kurt (Filipstadsbacken 50 123 43 Farsta SEX) Trok ; Beniamin (Bivgen 5 136 75 Handen SEX), Terminal systems.

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70. Freeman Michael J. (12 Maplewood Rd. Hartsdale NY 10530), Verbally interactive telephone interrogation system with selectible variable decision tree.

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71. Masson Ronald K. (Topanga CA) Edelson Michael W. (Simi Valley CA), Voice services network with automated billing.

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72. Hohl G. Burnell (Norwalk CT) Gasiunas Donatas V. (Carmel NY), Voice/text storage and retrieval system.

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더보기

이 특허를 인용한 특허 (173) 인용/피인용 타임라인 분석

1. Minert, Brian D.; Peterson, David, Activity recording of contact handling system agents.

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2. Dezonno,Anthony; Hodson,Jeffrey; Sumner,Roger; Bonifazi,Carlo; Michelson,Mark; Beckstrom,Robert; Power,Mark; Shambaugh,Craig, Adaptive transaction guidance.

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3. Beckstrom, Robert; Dezonno, Anthony; Sheridan, Michael J; Wesen, David, Agent registration and bidding system.

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4. Heller, Toby; Hoffberg, Steven M., Agent training sensitive call routing system.

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5. Hoffberg, Steven, Agent training sensitive call routing system.

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6. Hoffberg, Steven M., Agent training sensitive call routing system.

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7. Okita, Glen Kazumi; Chan, Alex Yiu Man; Poon, Stanley Ka Hung; Thomas, Binu, Apparatus and method for collecting and displaying information in a workflow system.

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8. Okita,Glen Kazumi; Chan,Alex Yiu Man; Poon,Stanley Ka Hung; Thomas,Binu, Apparatus and method for collecting and displaying information in a workflow system.

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9. Eitel,Robert T.; Dezonno,Anthony; Hollatz,Michael C., Apparatus and method of maintaining and improving agent performance.

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10. Mitchell, James; Cambray, John, Automated agent availability detection.

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11. Barnett, James, Automated performance monitoring for contact management system.

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12. Beck,Jim, Automatic call distributor with language based routing system and method.

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13. Dezonno, Anthony J.; Hollatz, Mike; Peters, Michael, Automatic generation of mixed media messages.

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14. Shambaugh,Craig R.; Sumner,Roger A.; Power,Mark J.; Bonifazi,Carlo; Hodson,Jeffrey D.; Michelson,Mark J.; Beckstrom,Robert P.; Dezonno,Anthony J., Best practices learning for agents in a communication system.

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15. Dezonno, Anthony J.; Biggam, Sandy, Business rule web service.

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16. Neyman, Igor; Barskyy, Myhailo; Miloslavsky, Alec; Bondarenko, Oleg; Issayev, Valeriy; Petrov, Andrei; Karpenko, Pavel, Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality.

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17. Khuc, Minh Duy; Coppage, Carl Milton; Jones, Bryce Alan, Call processing system and service control point for handling calls to a call center.

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18. Kagan, Steven M.; Khanna, Sandeep; Ricketts, John Arthur; Thompson, William M., Call routing between shared service centers.

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19. Peters, Michael; Hollatz, Mike; Hodson, Jeffrey; Steinlicht, Joseph, Call tracking using SIP presence mechanism.

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20. Crockett,Susanne M.; King, legal representative,Lorene; King, deceased late of,Ronald, Call transfer service using service control point and service node.

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21. Crockett,Susanne M.; King,Ronald, Call transfer service using service control point and service node.

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22. Crockett,Susanne M.; King,Ronald, Call transfer service using service control point and service node.

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23. Peters,Michael, Combined caller and agent endpoint manager.

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24. Bonnin, David Frew, Communication arrangement.

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25. Rosset, Jean-Michel; Wyld, Brian, Communication platform for providing computer telephony integration services to remote subscribers, and associated method.

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26. Odinak, Gilad; Sutherland, Alastair, Computer-implemented system and method for facilitating agent-customer calls.

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27. Odinak, Gilad; Sutherland, Alastair, Computer-implemented system and method for processing user communications.

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28. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., Computer-implemented system and method for simultaneously processing multiple call sessions.

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29. Hollatz,Mike; Wesen,David; Hodson,Jeff; Sumner,Roger, Contact center conferencing of e-mail message.

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30. Strandberg, Malcom, Contact center queue priority management method and system.

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31. Hollatz, Mike, Contact center system independent of line key status or current agent activity/state.

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32. Mosquera,Dave; Bonifazi,Carlo; Saleh,Nayel; James,Eric; Moser,Mary Ellen; Sheridan,Mike; Wesen,Dave; Hollatz,Mike; Peters,Mike; Funck,David; Hodson,Jeff; Beckstrom,Robert; Dezonno,Anthony, Contact identifier for message types.

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33. Klein, John; Bhat, RagHurama; Cosmadoupoulos, Yannis, Contact routing system and method.

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34. Campbell,Alasdhair; Michael,Stephen A., Customer communication service system.

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35. Campbell,Alasdhair; Michael,Stephen A., Customer communication service system.

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36. Mohan, Prabhuram, Customer support using managed real-time communities.

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37. Beckstrom, Robert; Dezonno, Anthony, Data session notification means and method.

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38. Sumner, Roger; Dezonno, Anthony, Discrete choice method of reporting and predicting multiple transaction types.

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39. Hansen, John, Distributing transactions among transaction processing systems.

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40. Thurston, Robert, Dynamic localization for documents using language setting.

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41. Vicory, Jay; Strandberg, Malcolm; Ward, Thomas, Efficient multiplex conferencing engine.

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42. Shtivelman Yuri, Emergency call load management for call centers.

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43. Shtivelman, Yuri, Emergency call load management for call centers.

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44. Laughlin, Judith; Michelson, Mark; Sumner, Roger A., Enterprise-wide occupancy based routing.

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45. Mohan, Prabhuram, Escalating online expert help.

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46. Saleh,Nayel; Powers,Mark; Peters,Mike; Hodson,Jeff; Shambaugh,Craig; Funck,David; James,Eric; Bloom,Joseph; Mosquera,Dave; Dezonno,Anthony, GUI for organizational environment.

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47. Collins,Kevin T., Generating media-specific interaction control programs.

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48. Peters,Michael, Greetings and announcements for a multimedia IP communication system.

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49. Peters, Mike, IP ACD using SIP format.

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50. Hollatz, Mike, IP ACD using buffer server.

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51. Baumert,Norbert; Lantermann,Juergen, Implementation of additional functions for user connections having individually configured performance criteria.

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52. Miloslavsky, Alec, Implementation of call-center outbound dialing capability at a telephony network level.

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53. Perlmutter, S. Michael, In-band signaling for routing.

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54. Perlmutter, S. Michael, In-band signaling for routing.

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55. Shtivelman, Yuri; Miloslavsky, Alec; Bondarenko, Oleg; Nevman, Igor; Gisby, Douglas; Cronin, Paul, Initial routing of internet-protocol network telephone calls.

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56. Wilensky, Glenn, Instant message contact router.

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57. Wu, Wai; Heller, Toby; Hoffberg, Steven M., Intelligent communication routing.

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58. Wu, Wai; Heller, Toby; Hoffberg, Steven M., Intelligent communication routing.

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59. Wu, Wai; Hoffberg, Steven M., Intelligent communication routing system and method.

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60. Wu, Wai; Hoffberg, Steven M., Intelligent communication routing system and method.

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61. Dezonno,Anthony J.; Eitel,Robert T., Internet architecture for software based ACD.

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62. McCormack, Tony; Hession, Patrick; Elbarse, Arik; O'Connor, Neil, Management of contacts in a network of contact centers.

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63. Fallis, Kevin Michael; Aubuchon, Kenneth James; Mitchell, Kay Ellen; Thomasee, Stephan Dwayne; Wieschhaus, Daniel Christopher; Mastylo, Zbigniew; Tarlos, Peter; Ehlers, Andrea Lyn, Managing audit tables that track switch transactions in a communications-networking environment.

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64. Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment.

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65. Ely, Michael; Sipsey, Timothy P.; Adams, Calvin D.; Opiela, Robert, Method and apparatus for a business contact center.

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66. Power,Mark J.; Dezonno,Anthony J.; Sumner,Roger A.; Bonifazi,Carlo; Hodson,Jeffrey D.; Shambaugh,Craig R.; Michelson,Mark J.; Beckstrom,Robert P., Method and apparatus for assigning priorities by applying dynamically-changeable business rules.

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67. Dezonno, Anthony J.; Sumner, Roger A.; Biggam, Sandy; Hodson, Jeffrey D.; Moser, Mary Ellen; Hollatz, Mike; Wesen, Dave; Sheridan, Michael, Method and apparatus for customer key routing.

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68. Hanhan, Musa, Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure.

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69. Hanhan, Musa, Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure.

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70. Culp,Christopher G.; Anderson,James E., Method and apparatus for determining a real time average speed of answer in an automatic call distribution system.

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71. Hollatz, Michael; Peters, Michael, Method and apparatus for dynamic VoIP phone protocol selection.

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72. Deryugin, Vladimir N.; Giacomini, Patrick; Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center.

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73. Deryugin, Vladimir N.; Giacomini, Patrick; Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center.

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74. Deryugin, Vladimir Neil; Giacomini, Patrick; Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center.

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75. Deryugin, Vladimir Neil; Giacomini, Patrick; Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center.

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76. Deryugin, Vladimir; Giacomini, Patrick; Makagon, Petr; Ryabchun, Andriy; Anisimov, Nikolay, Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center.

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77. Beckstrom,Robert; Hodson,Jeff; Dezonno,Anthony, Method and apparatus for internet protocol transaction routing.

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78. Dezonno, Anthony, Method and apparatus for processing customer contacts using a state machine.

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79. Kikinis,Dan; Bondarenko,Oleg; Issayev,Valery; Shtivelman,Yuri, Method and apparatus for providing an interactive home agent with access to call center functionality and resources.

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80. Lockhart, Stanford Wayne, Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network.

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81. Sikora,Scott E.; Lele,Nakul M.; Tahiliani,Rajnish; Yip,Ben L.; Yeung,Henry Mingkeung; Merrell,Timothy, Method and apparatus to queue a plurality of transaction messages.

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82. Ney,Richard; Garcia,Kevin; Burns,David L., Method and process for accumulating and summarizing data for defined time intervals within a customer interaction system.

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83. Dezonno,Anthony J.; Shambaugh,Craig R., Method and system for data field reuse.

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84. McIllwaine, John C. C.; McConnell, Matthew G. A., Method and system for delivery of individualized training to call center agents.

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85. Wu, Wai; Heller, Toby; Hoffberg, Steven M., Method and system for matching entities in an auction.

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86. Wu, Wai; Heller, Toby; Hoffberg, Steven M., Method and system for matching entities in an auction.

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87. Wu, Wai; Hoffberg, Steven M., Method and system for matching entities in an auction.

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88. Wu, Wai; Hoffberg, Steven M., Method and system for matching entities in an auction.

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89. Cantu, II, Jose Jesus, Method and system for providing targeted messages.

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90. Reynolds, Douglas F.; Scruggs, Jeffrey L., Method and system for routing calls based on a language preference.

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91. Reynolds, Douglas F.; Scruggs, Jeffrey L., Method and system for routing calls based on a language preference.

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92. Reynolds, Douglas F.; Scruggs, Jeffrey L., Method and system for routing calls based on a language preference.

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93. Reynolds, Douglas F.; Scruggs, Jeffrey L., Method and system for routing calls based on a language preference.

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94. Reynolds,Douglas F.; Scruggs,Jeffrey L., Method and system for routing calls based on a language preference.

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95. Reynolds,Douglas F.; Scruggs,Jeffrey L., Method and system for routing calls based on a language preference.

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96. McIllwaine, John C. C.; McConnell, Matthew G. A., Method and system for scheduled delivery of training to call center agents.

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97. Rafter, John; Lewis, Donald C.; Rawle, Jerry David; Irwin, Mark; Artemieff, Suzanne, Method and system for scheduling a customer service callback.

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98. McConnell,Matthew G. A.; McIlwaine,John C. C.; Baggenstoss,Rick; Richter,Scott; Beard,Robert L.; Blumthal,Eric; East,Jennifer C.; Foley,Lisa Marie, Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state.

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99. Owens, Robert, Method and system for updating real-time data between intervals.

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100. Garcia, Kevin, Method and system to maintain a hierarchy of instantiated application objects and process a failed process.

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101. Mohan, Prabhuram; Pandurangan, Krishnakumar, Method and system to provide message communication between different browser based applications running on a desktop.

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102. Zhao,Yan, Method and system to register a user on an application system.

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103. Peters, Michael, Method for detecting availability of non-traditional agent.

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104. Anisimov, Nikolay; Makagon, Petr; Ristock, Herbert Willi Artur; Anderson, David; Leonard, Colin Michael; Zhang, Yi; Teryoshin, Vitaliy, Method for implementing and executing communication center routing strategies represented in extensible markup language.

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105. Beck, Christopher Clemmett Macleod; Berke, Jonathan Michael; Johnstone, Joel A.; Mitchell, Robin Marie; Powers, James Karl; Sidell, Mark Franklin; Knuff, Charles Dazler, Method for routing transactions between internal and external partners in a communication center.

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106. Beck, Christopher Clemmett Macleod; Berke, Jonathan Michael; Johnstone, Joel A; Mitchell, Robin Marie; Powers, James Karl; Sidell, Mark Franklin; Knuff, Charles Dazler, Method for routing transactions between internal and external partners in a communication center.

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107. Dezonno, Anthony J.; Sumner, Roger A., Method of collecting communication system information.

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108. Dezonno,Anthony; Hodson,Jeffrey; Bloom,Joseph; Funck,David; James,Eric; Peters,Michael; Power,Mark J.; Shambaugh,Craig R.; Mosquera,Dave; Saleh,Nayel, Method of delivering enterprise data through a call center.

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109. Dezonno, Anthony, Method of preference driven segmentation routing.

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110. Peters, Michael, Method of providing fault tolerance in a SIP based contact handling environment.

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111. Hollatz, Mike, Method of providing status information within an ACD.

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112. Chack, Michael A., Method of queuing requests to access a communications network.

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113. Hollatz, Mike; Moser, Mary Ellen; Wesen, Dave; Hodson, Jeff, Method of routing calls from a contact center.

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114. Wesen, Dave; Hollatz, Mike, Method of storing information within an ACD.

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115. Wesen, Dave, Method of tracking e-mail handling by a remote agent of an automatic contact distributor.

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116. Mohan, Prabhuram, Method of using VOIP for callback from an ACD.

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117. Jawahar, Janardhanan; Dilip, Venkatachari, Methods and apparatus for enabling dynamic resource collaboration.

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118. Matz,Paul E.; Okita,Glen K.; Chahrouri,Gebran; Butensky,Michael, Methods and apparatus for executing a transaction task within a transaction processing system employing symmetric multiprocessors.

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119. Lewis, Donald C., Methods and systems to complete transaction date.

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120. Lawrence, Christopher Stanley; Hegarty, Nancy, Multi-media contact channel in agent state control system and method for use in a contact center.

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121. Villena,Jose; Stout,Jeffrey; Ben Chanoch,Eyal; Gooden,Herrick, Non-blocking expandable call center architecture.

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122. Hollatz, Michael, Packet prioritizing voice over packet network phone and system.

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123. Neyman, Igor; Barskyy, Myhailo; Miloslavsky, Alec; Bondarenko, Oleg; Issayev, Valeriy; Petrov, Andrei; Karpenko, Pavel; Smelik, Alex; Volguin, Alexander; Ostapchuk, Yuri; Livshits, Boris; Dadgar, Hamid, Personal desktop router.

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124. Dezonno,Anthony J.; Power,Mark J.; Sumner,Roger A.; Bonifazi,Carlo; Hodson,Jeffrey D.; Shambaugh,Craig R.; Michelson,Mark J.; Beckstrom,Robert P., Personality based matching of callers to agents in a communication system.

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125. Szlam,Aleksander, Remote access, emulation, and control of office equipment.

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126. Statham, Steven W.; Medo, Ronald A., Retrieval of data related to a call center.

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127. Statham,Steven W.; Medo,Ronald A., Retrieval of data related to a call center.

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128. Statham,Steven W.; Medo,Ronald A., Retrieval of data related to a call center.

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129. Barnett, James, Reversible logic for widget and markup language generation.

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130. Hurd, Michael D., Routing calls to call centers.

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131. Digate,Charles J.; Herot,Christopher F.; Ketudat,Tonytip; Kopikis,Alexis M., Rules based real-time communication system.

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132. Peters, Michael; Hollatz, Mike, SIP ACD multi-tenant mechanism that facilitates multiple levels of partitions or tenants.

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133. Palmquist, Michael, Search-based contact initiation method and apparatus.

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134. Dezonno, Tony, Secure customer communication method and system.

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135. Odinak, Gilad; Sutherland, Alastair, System and method for automated call center operation facilitating agent-caller communication.

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136. Dezonno, Anthony J., System and method for bulk data messaging.

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137. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., System and method for call data processing.

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138. Baker, Daniel; Dezonno, Anthony J.; Shambaugh, Craig R., System and method for distributing customer contacts.

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139. Odinak, Gilad; Sutherland, Alastair, System and method for facilitating agent-caller communication during a call.

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140. McIIwaine,John C. C.; McConnell,Matthew G. A.; Ramlogan,Surj, System and method for increasing completion of training.

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141. Dezonno, Anthony J., System and method for minimizing queue callback faults.

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142. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., System and method for monitoring an automated voice response system.

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143. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., System and method for monitoring an interaction between a caller and an automated voice response system.

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144. Beckstrom,Robert P.; James,Eric, System and method for optimizing call routing to an agent.

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145. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., System and method for processing call data.

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146. Odinak, Gilad; Sutherland, Alastair; Tolhurst, William A., System and method for processing calls in a call center.

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147. Odinak, Gilad; Sutherland, Alastair, System and method for processing multi-modal communications during a call session.

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148. Odinak, Gilad; Sutherland, Alastair, System and method for processing multi-modal communications within a call center.

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149. Odinak, Gilad; Sutherland, Alastair, System and method for providing a multi-modal communications infrastructure for automated call center operation.

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150. Strandberg,Malcom B., System and method for providing an automatic telephone call back from information provided at a data terminal.

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151. Strandberg,Malcom B., System and method for providing audio communication over a computer network using differing communication formats.

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152. Odinak, Gilad, System and method for providing automated call center post-call processing.

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153. Peters,Michael, System and method for recording incoming calls on demand in a transaction processing system.

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154. Saleh, Nayel; Peters, Michael, System and method for voice and data convergence.

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155. Ma, Lizhi; Pederson, Shane P.; Khaemba, Wilson; Wang, Hui; Kurubarahalli, Guru; Ulrich, Gary; Dhir, Nitin; Shkreli, Djovana, System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data.

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156. Ma, Lizhi; Pederson, Shane P.; Khaemba, Wilson; Wang, Hui; Kurubarahalli, Guru; Ulrich, Gary; Dhir, Nitin; Shkreli, Djovana, System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data.

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157. James, Eric; Funck, David, System and method of using a phone to access information in a call center.

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158. Anisimov, Nikolay; Sayko, Vyacheslav; Teryoshin, Vitaliy, System and methods for improving interaction routing performance.

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159. Anisimov, Nikolay; Sayko, Vyacheslav; Teryoshin, Vitaliy, System and methods for improving interaction routing performance.

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160. Cantu, II, Jose Jesus, Systems and methods for customizing messages.

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161. Peltz, Marshall; Dezonno, Anthony, TCP/IP transport interface for ISDN telephone.

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162. Gordon D. Ainslie AU; Christopher Sheahan AU, Telecommunications system and method for automatic call recognition and distribution.

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163. Wu,Wai; Heller,Toby; Hoffberg,Steven M., Telephony control system with intelligent call routing.

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164. Wu,Wai; Heller,Toby; Hoffberg,Steven M., Telephony control system with intelligent call routing.

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165. Shambaugh,Craig R.; Sumner,Roger A.; Power,Mark J.; Bonifazi,Carlo; Hodson,Jeffrey D.; Michelson,Mark J.; Beckstrom,Robert P.; Dezonno,Anthony J., Third party coaching for agents in a communication system.

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166. Fallis, Kevin Michael; Aubuchon, Kenneth James; Mitchell, Kay Ellen; Thomasee, Stephen Dwayne; Wieschhaus, Daniel Christopher; Mastylo, Zbigniew; Tarlos, Peter; Ehlers, Andrea Lyn, Tracking switch transactions in a communications-networking environment.

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167. Szlam, Aleksander; Walder, Karl A., Training, certifying, assigning and collaborating agents among multiple users.

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168. Dezonno,Anthony; Hodson,Jeffrey; Sumner,Roger; Bonifazi,Carlo; Michelson,Mark; Beckstrom,Robert; Powers,Mark; Shambaugh,Craig, Transaction outcome state mapping.

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169. Wen,Sam; Birnbaum,Bradley S.; Warner, II,Charles L., Transfer of an internet chat session between servers.

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170. Krahn, Kirk, Universal agent log-in using a SIP registrar.

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171. McFarland,Stephen, User invoked directed outdial method and apparatus.

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172. Vashi,Snehal; Waterson,Rob; Smith,Rodney; Robinson,John W., Versatile resource computer-based training system.

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173. Bondarenko, Oleg; Petrov, Andre; Neyman, Igor; Karpenko, Pavel; Issayeo, Valeriy, Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality.

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