Abstract:
An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
Abstract:
One or more video server components of an apparatus that play one or more videos at one or more mobile phones while one or more phone calls associated with the one or more mobile phones are on hold.
Abstract:
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.
Abstract:
A system and method accepting information regarding audio telephony sessions (e.g., a telephone calls) and, in response, initiating videoconferences via videoconference terminals associated with the audio terminals used for the audio telephony sessions.
Abstract:
An enhanced communication and voicemail solution for mobile phones is described where still images and/or video clips are injected into the voice stream creating a nullvideo-voicenull call. When a receiving party is not available to take a video-voice call, this combined stream of voice and image information is stored at the mobile service provider in a manner similar to voice mail today. Then, stored video-voicemails may be retrieved at a later time by the receiving party. Also, realtime video-voice conversations may be recorded for later retrieval in order to document the conversation or because a party in the conversation is not able to view the images realtime. While the sending party may use a normal size mobile phone containing a miniature digital camera, the receiving party may view video-voicemail images on a variety of devices including a wireless mobile phone or PDA, or alternately a conventional PC connected to the World Wide Web.
Abstract:
Communication between a first wireless terminal and a second wireless terminal, where the first wireless terminal may have at least one feature that the second wireless terminal may not have, is established. In one specific example, the at least one feature may relate to a video call capability. Thus, for example, the second wireless terminal may not be capable of handling a video call. In that case, the communication between the first wireless terminal and the second wireless terminal may be downgraded to a voice communication.
Abstract:
An apparatus for communicating video frames from a source having a video input means to a destination having a visual display unit during the course of a telephone conversation. A first user can use a first computer communication means to make a first connection to a service provider. The service provider or first user then initiates a telephone call from the first to the second telephone via the service provider and the first and second communication paths. A second user can then use the second computer communication means to make a second connection to the service provider. Caller-id data is communicated between each of the first and second users and the service provider so that the service provider can correlate both the call and the first and second connections with each other. At least one video image is uploaded from the video input means to the service provider, and then downloaded to one of the computers.
Abstract:
Systems and techniques for transferring electronic data between users of a communications system by receiving, at an instant messaging host, a video file from a sender and intended for a recipient; authenticating the video file; and sending the video file to the intended recipient.
Abstract:
A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, necessary data for the browsing person to place an Internet Protocol Network Telephony (IPNT) call to the browsing person, utilizing Internet Telephony software at the browsing person's PC. The call center selects an agent, and initiates a watch for an arriving IPNT call from the browsing person. On arrival of the call, the call is routed to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's information, determines the appropriate IP address, and places an IPNT call to the browsing person. When the call placed from the center is answered, it is switched to a selected agent.
Abstract:
An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.