AU2001291066A1 - Routing based on the contents of a shopping cart - Google Patents

Routing based on the contents of a shopping cart

Info

Publication number
AU2001291066A1
AU2001291066A1 AU2001291066A AU9106601A AU2001291066A1 AU 2001291066 A1 AU2001291066 A1 AU 2001291066A1 AU 2001291066 A AU2001291066 A AU 2001291066A AU 9106601 A AU9106601 A AU 9106601A AU 2001291066 A1 AU2001291066 A1 AU 2001291066A1
Authority
AU
Australia
Prior art keywords
contents
shopping cart
routing based
routing
shopping
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2001291066A
Inventor
Gregory L. Anderson
Andrew D. Flockhart
Richard B. Hull
Kevin George Irwig
Bharat Kumar
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of AU2001291066A1 publication Critical patent/AU2001291066A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation; Time management
    • G06Q10/107Computer-aided management of electronic mailing [e-mailing]
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce
    • G06Q30/02Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241Advertisements
    • G06Q30/0251Targeted advertisements
    • G06Q30/0253During e-commerce, i.e. online transactions
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce
    • G06Q30/06Buying, selling or leasing transactions
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce
    • G06Q30/06Buying, selling or leasing transactions
    • G06Q30/0601Electronic shopping [e-shopping]

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Strategic Management (AREA)
  • Marketing (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Development Economics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Data Mining & Analysis (AREA)
  • Computer Hardware Design (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • Information Transfer Between Computers (AREA)
  • Telephonic Communication Services (AREA)
AU2001291066A 2000-09-25 2001-09-12 Routing based on the contents of a shopping cart Abandoned AU2001291066A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09669486 2000-09-25
US09/669,486 US7844504B1 (en) 2000-04-27 2000-09-25 Routing based on the contents of a shopping cart
PCT/US2001/029109 WO2002026017A2 (en) 2000-09-25 2001-09-12 Routing based on the contents of a shopping cart

Publications (1)

Publication Number Publication Date
AU2001291066A1 true AU2001291066A1 (en) 2002-04-08

Family

ID=24686498

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001291066A Abandoned AU2001291066A1 (en) 2000-09-25 2001-09-12 Routing based on the contents of a shopping cart

Country Status (3)

Country Link
US (1) US7844504B1 (en)
AU (1) AU2001291066A1 (en)
WO (1) WO2002026017A2 (en)

Families Citing this family (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7949123B1 (en) * 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
EP2100239A1 (en) * 2006-11-30 2009-09-16 Koninklijke Philips Electronics N.V. Arrangement for comparing content identifiers of files
IL210169A0 (en) 2010-12-22 2011-03-31 Yehuda Binder System and method for routing-based internet security
US8976955B2 (en) 2011-11-28 2015-03-10 Nice-Systems Ltd. System and method for tracking web interactions with real time analytics
US9734468B2 (en) 2012-02-21 2017-08-15 Nice Ltd. System and method for resolving customer communications
US8977573B2 (en) 2012-03-01 2015-03-10 Nice-Systems Ltd. System and method for identifying customers in social media
US8315209B1 (en) * 2012-03-31 2012-11-20 Joingo, Llc VoIP application for a loyalty program
WO2014089678A1 (en) * 2012-12-14 2014-06-19 Defoy Jonathan System and method for queueing video calls
US11223724B2 (en) * 2014-10-07 2022-01-11 Lucency Technologies, Inc. Tracking user information during a website visit to enhance call tracking capabilities

Family Cites Families (193)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4163124A (en) 1978-07-24 1979-07-31 Rolm Corporation Finite storage-time queue
US4567323A (en) 1983-07-12 1986-01-28 At&T Bell Laboratories Method and apparatus for providing a plurality of special services
US4737983A (en) 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
US4788715A (en) 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US5644727A (en) 1987-04-15 1997-07-01 Proprietary Financial Products, Inc. System for the operation and management of one or more financial accounts through the use of a digital communication and computation system for exchange, investment and borrowing
US4894857A (en) 1987-06-16 1990-01-16 Inuentions Inc. Method and apparatus for customer account servicing
US4797911A (en) 1987-06-16 1989-01-10 Inventions, Inc. Customer account online servicing system
US5025468A (en) 1989-05-04 1991-06-18 Harris Corporation Computerized system for incoming calls
US6044205A (en) 1996-02-29 2000-03-28 Intermind Corporation Communications system for transferring information between memories according to processes transferred with the information
US4953204A (en) 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
US5001710A (en) 1989-10-24 1991-03-19 At&T Bell Laboratories Customer programmable automated integrated voice/data technique for communication systems
US5274700A (en) 1989-11-27 1993-12-28 Unifi Communications Corporation Methods of automatically rerouting an incoming telephone call placed over a network
US5155761A (en) 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
US5214688A (en) 1990-06-05 1993-05-25 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5101425A (en) 1990-08-07 1992-03-31 Digital Systems International, Inc. Operations monitoring system
US5185780A (en) 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
AU9063891A (en) 1990-11-20 1992-06-11 Unifi Communications Corporation Telephone call handling system
US5206903A (en) 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5291550A (en) 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5164983A (en) 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
US5097528A (en) 1991-02-25 1992-03-17 International Business Machines Corporation System for integrating telephony data with data processing systems
US5278898A (en) 1991-05-30 1994-01-11 Davox Corporation System for managing a hold queue
US5210789A (en) 1991-06-28 1993-05-11 International Telecharge, Inc. Interactive telephone operator terminal
US5749079A (en) 1992-03-04 1998-05-05 Singapore Computer Systems Limited End user query facility including a query connectivity driver
US5335269A (en) 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US5642515A (en) 1992-04-17 1997-06-24 International Business Machines Corporation Network server for local and remote resources
US5504894A (en) 1992-04-30 1996-04-02 International Business Machines Corporation Workload manager for achieving transaction class response time goals in a multiprocessing system
AU4653593A (en) 1992-06-25 1994-01-24 Teledata Solutions, Inc. Call distributor
US6173052B1 (en) 1992-06-25 2001-01-09 Apropros Technology Blending communications in a call center
US5444774A (en) 1992-06-26 1995-08-22 At&T Corp. Interactive queuing sytem for call centers
US5309513A (en) 1992-07-02 1994-05-03 Rockwell International Corporation Telephone system with ubiquitous agents
EP0587290B1 (en) 1992-07-30 2000-01-26 Teknekron Infoswitch Corporation Method and system for monitoring and/or controlling the performance of an organization
US5684964A (en) 1992-07-30 1997-11-04 Teknekron Infoswitch Corporation Method and system for monitoring and controlling the performance of an organization
US5469504A (en) 1992-10-14 1995-11-21 Blaha; David L. Automatic call distribution with intersubnetwork customer information transfer system and method
US5335268A (en) 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
CA2102868C (en) 1992-11-11 1999-10-26 Joseph E. Bloom Device for programming script sets in a telephone system
GB2273025B (en) 1992-11-12 1997-03-26 Rockwell International Corp Automatic call distributor with a programmable data window display system and method
CA2103204C (en) 1992-11-17 2002-11-12 Daniel F. Baker Call distributor with automatic preannouncement system and method
JPH06232982A (en) 1993-02-02 1994-08-19 Fujitsu Ltd Distribution control system for incoming call
US5937051A (en) 1993-07-08 1999-08-10 Teknekron Infoswitch Corporation Method and system for transferring calls and call-related data between a plurality of call centers
US5499386A (en) 1993-07-09 1996-03-12 Telefonaktiebolaget L M Ericsson Best server selection in layered cellular radio system
US5469503A (en) 1993-07-27 1995-11-21 Aspect Telecommunications Corporation Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system
US5594726A (en) 1993-09-17 1997-01-14 Scientific-Atlanta, Inc. Frequency agile broadband communications system
EP0644510B1 (en) 1993-09-22 1999-08-18 Teknekron Infoswitch Corporation Telecommunications system monitoring
US5390243A (en) 1993-11-01 1995-02-14 At&T Corp. Telemarketing complex with automatic threshold levels
US5436965A (en) 1993-11-16 1995-07-25 Automated Systems And Programming, Inc. Method and system for optimization of telephone contact campaigns
US5963911A (en) 1994-03-25 1999-10-05 British Telecommunications Public Limited Company Resource allocation
US5473773A (en) 1994-04-04 1995-12-05 International Business Machines Corporation Apparatus and method for managing a data processing system workload according to two or more distinct processing goals
US5537542A (en) 1994-04-04 1996-07-16 International Business Machines Corporation Apparatus and method for managing a server workload according to client performance goals in a client/server data processing system
US5537470A (en) 1994-04-06 1996-07-16 At&T Corp. Method and apparatus for handling in-bound telemarketing calls
US5519773A (en) 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US5506898A (en) 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
US5592378A (en) 1994-08-19 1997-01-07 Andersen Consulting Llp Computerized order entry system and method
US5682460A (en) 1994-08-29 1997-10-28 Motorola, Inc. Method for selecting transmission preferences
US5530744A (en) 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
US5611076A (en) 1994-09-21 1997-03-11 Micro Data Base Systems, Inc. Multi-model database management system engine for databases having complex data models
US5594791A (en) 1994-10-05 1997-01-14 Inventions, Inc. Method and apparatus for providing result-oriented customer service
US5752027A (en) 1994-11-30 1998-05-12 Dun & Bradstreet Software Services, Inc. Apparatus and process for creating and accessing a database centric object
US5546452A (en) 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
DE69636239T2 (en) 1995-04-24 2007-05-10 International Business Machines Corp. A method and apparatus for skill-based routing in a call center
US5748468A (en) 1995-05-04 1998-05-05 Microsoft Corporation Prioritized co-processor resource manager and method
US5606361A (en) 1995-05-10 1997-02-25 Davidsohn; John Videophone interactive mailbox facility system and method of processing information
US5603029A (en) 1995-06-07 1997-02-11 International Business Machines Corporation System of assigning work requests based on classifying into an eligible class where the criteria is goal oriented and capacity information is available
US5751707A (en) 1995-06-19 1998-05-12 Bell Atlantic Network Services, Inc. AIN interaction through wireless digital video network
US5627884A (en) 1995-06-26 1997-05-06 Williams; Mark J. Method for returning inbound calls
US5790677A (en) 1995-06-29 1998-08-04 Microsoft Corporation System and method for secure electronic commerce transactions
US6088736A (en) 1995-07-19 2000-07-11 Fujitsu Network Communications, Inc. Joint flow control mechanism in a telecommunications network
US5684872A (en) 1995-07-21 1997-11-04 Lucent Technologies Inc. Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
CA2181781C (en) 1995-07-26 2000-02-29 Seiji Iwafune Television system for providing interactive television programs and server system for constructing the television system
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5742675A (en) 1995-09-26 1998-04-21 Telefonaktiebolaget Lm Ericsson Method and apparatus for automatically distributing calls to available logged-in call handling agents
US6430282B1 (en) 1995-09-29 2002-08-06 Nortel Networks Limited Methods and apparatus for originating voice calls
US5703943A (en) 1995-10-16 1997-12-30 Lucent Technologies, Inc. Completion of calls to a preferred agent in an automatic call distributor
US5794250A (en) 1995-10-20 1998-08-11 Ncr Corporation Method and apparatus for extending existing database management system for new data types
US5754841A (en) 1995-10-20 1998-05-19 Ncr Corporation Method and apparatus for parallel execution of user-defined functions in an object-relational database management system
US5689698A (en) 1995-10-20 1997-11-18 Ncr Corporation Method and apparatus for managing shared data using a data surrogate and obtaining cost parameters from a data dictionary by evaluating a parse tree object
US5930786A (en) 1995-10-20 1999-07-27 Ncr Corporation Method and apparatus for providing shared data to a requesting client
US5926538A (en) 1997-02-11 1999-07-20 Genesys Telecommunications Labs, Inc Method for routing calls to call centers based on statistical modeling of call behavior
US5915012A (en) 1997-01-14 1999-06-22 Genesys, Telecommunications Laboratories, Inc. System and method for operating a plurality of call centers
US6597685B2 (en) * 1995-10-25 2003-07-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network
US6175564B1 (en) 1995-10-25 2001-01-16 Genesys Telecommunications Laboratories, Inc Apparatus and methods for managing multiple internet protocol capable call centers
US6021428A (en) 1997-09-15 2000-02-01 Genesys Telecommunications Laboratories, Inc. Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center
US5740238A (en) 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
US5754639A (en) 1995-11-03 1998-05-19 Lucent Technologies Method and apparatus for queuing a call to the best split
US20030051136A1 (en) 1995-11-06 2003-03-13 Pavel Curtis Multimedia coordination system
US5754776A (en) 1995-12-28 1998-05-19 Intel Corporation Re-prioritizing background data transfers in multipoint conferencing
US5802282A (en) 1995-12-28 1998-09-01 Intel Corporation Recovering missing data during background data transfer in multipoint conferencing
US5757904A (en) 1996-02-05 1998-05-26 Lucent Technologies Inc. Context-sensitive presentation of information to call-center agents
US5973756A (en) 1996-02-06 1999-10-26 Fca Corporation IR Transmitter with integral magnetic-stripe ATM type credit card reader & method therefor
US5838968A (en) 1996-03-01 1998-11-17 Chromatic Research, Inc. System and method for dynamic resource management across tasks in real-time operating systems
US5915010A (en) 1996-06-10 1999-06-22 Teknekron Infoswitch System, method and user interface for data announced call transfer
US5793861A (en) 1996-06-11 1998-08-11 Executone Information Systems, Inc. Transaction processing system and method
US6064730A (en) * 1996-06-18 2000-05-16 Lucent Technologies Inc. Customer-self routing call center
US6052723A (en) 1996-07-25 2000-04-18 Stockmaster.Com, Inc. Method for aggregate control on an electronic network
US6385646B1 (en) 1996-08-23 2002-05-07 At&T Corp. Method and system for establishing voice communications in an internet environment
US5903877A (en) 1996-09-30 1999-05-11 Lucent Technologies Inc. Transaction center for processing customer transaction requests from alternative media sources
US6012144A (en) 1996-10-08 2000-01-04 Pickett; Thomas E. Transaction security method and apparatus
US5897622A (en) 1996-10-16 1999-04-27 Microsoft Corporation Electronic shopping and merchandising system
US5796393A (en) 1996-11-08 1998-08-18 Compuserve Incorporated System for intergrating an on-line service community with a foreign service
US6055308A (en) 1997-01-21 2000-04-25 Genesys Telecommunications Laboratories, Inc. Method and system for determining and using multiple object states in a computer telephony integration system
US5828747A (en) 1997-01-28 1998-10-27 Lucent Technologies Inc. Call distribution based on agent occupancy
US5903641A (en) 1997-01-28 1999-05-11 Lucent Technologies Inc. Automatic dynamic changing of agents' call-handling assignments
US6058435A (en) 1997-02-04 2000-05-02 Siemens Information And Communications Networks, Inc. Apparatus and methods for responding to multimedia communications based on content analysis
US6263066B1 (en) 1997-02-06 2001-07-17 Genesys Telecommunications Laboratories, Inc. Multimedia managing and prioritized queuing system integrated with intelligent routing capability
US6044144A (en) 1997-02-07 2000-03-28 Mci Communications Corp. Network call parking manager
US5940496A (en) 1997-02-10 1999-08-17 Gewesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers
US5946387A (en) 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6185292B1 (en) 1997-02-10 2001-02-06 Genesys Telecommunications Laboratories, Inc. Skill-based real-time call routing in telephony systems
US5982873A (en) 1997-03-07 1999-11-09 Lucent Technologies Inc. Waiting-call selection based on objectives
US5905793A (en) 1997-03-07 1999-05-18 Lucent Technologies Inc. Waiting-call selection based on anticipated wait times
US6134318A (en) 1997-03-19 2000-10-17 At&T Corp System and method for telemarketing through a hypertext network
US5974462A (en) 1997-03-28 1999-10-26 International Business Machines Corporation Method and apparatus for controlling the number of servers in a client/server system
US5948065A (en) 1997-03-28 1999-09-07 International Business Machines Corporation System for managing processor resources in a multisystem environment in order to provide smooth real-time data streams while enabling other types of applications to be processed concurrently
US6182059B1 (en) 1997-04-03 2001-01-30 Brightware, Inc. Automatic electronic message interpretation and routing system
US5960073A (en) 1997-04-03 1999-09-28 Genesys Telecommunications Laboratories , Inc. Method and apparatus for providing an interactive home agent with access to call center functionality and resources
US6088444A (en) * 1997-04-11 2000-07-11 Walker Asset Management Limited Partnership Method and apparatus for value-based queuing of telephone calls
US5996013A (en) 1997-04-30 1999-11-30 International Business Machines Corporation Method and apparatus for resource allocation with guarantees
US6049547A (en) 1997-05-15 2000-04-11 Lucent Technologies Inc. Lookahead interflow of traffic among a plurality of serving sites of one customer
US5901215A (en) 1997-05-20 1999-05-04 Rockwell Semiconductor Systems, Inc. Apparatus and method for identifying records of overflowed ACD calls
US6263359B1 (en) 1997-05-22 2001-07-17 International Business Machines Corporation Computer resource proportional utilization and response time scheduling
US6259969B1 (en) 1997-06-04 2001-07-10 Nativeminds, Inc. System and method for automatically verifying the performance of a virtual robot
US5974135A (en) 1997-06-11 1999-10-26 Harrah's Operating Company, Inc. Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions
US5937402A (en) 1997-06-19 1999-08-10 Ontos, Inc. System for enabling access to a relational database from an object oriented program
US5987117A (en) 1997-07-07 1999-11-16 Mitel Corporation Method of dynamic load sharing between systems with automatic telephone call distributors
US6044355A (en) 1997-07-09 2000-03-28 Iex Corporation Skills-based scheduling for telephone call centers
US6052685A (en) 1997-08-13 2000-04-18 Mosaix, Inc. Integration of legacy database management systems with ODBC-compliant application programs
US6038293A (en) 1997-09-03 2000-03-14 Mci Communications Corporation Method and system for efficiently transferring telephone calls
US6000832A (en) 1997-09-24 1999-12-14 Microsoft Corporation Electronic online commerce card with customer generated transaction proxy number for online transactions
US6490350B2 (en) 1997-09-30 2002-12-03 Mci Communications Corporation Monitoring system for telephony resources in a call center
US6084954A (en) 1997-09-30 2000-07-04 Lucent Technologies Inc. System and method for correlating incoming and outgoing telephone calls using predictive logic
US6229819B1 (en) 1997-10-21 2001-05-08 Mci Communications Corporation Advanced intelligent network gateway
US5999963A (en) 1997-11-07 1999-12-07 Lucent Technologies, Inc. Move-to-rear list scheduling
US6088441A (en) 1997-12-17 2000-07-11 Lucent Technologies Inc. Arrangement for equalizing levels of service among skills
US6704409B1 (en) 1997-12-31 2004-03-09 Aspect Communications Corporation Method and apparatus for processing real-time transactions and non-real-time transactions
US6115462A (en) 1998-01-09 2000-09-05 Gte Laboratories Incorporated Method and apparatus for efficient call routing
US6192122B1 (en) 1998-02-12 2001-02-20 Avaya Technology Corp. Call center agent selection that optimizes call wait times
US6426950B1 (en) 1998-02-13 2002-07-30 Nortel Networks Limited Method of resource management at computer controlled telephony hardware
US5943416A (en) 1998-02-17 1999-08-24 Genesys Telecommunications Laboratories, Inc. Automated survey control routine in a call center environment
US6449358B1 (en) 1998-02-17 2002-09-10 Genesys Telecommunications Laboratories, Inc. Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
US6226377B1 (en) 1998-03-06 2001-05-01 Avaya Technology Corp. Prioritized transaction server allocation
US6230183B1 (en) 1998-03-11 2001-05-08 International Business Machines Corporation Method and apparatus for controlling the number of servers in a multisystem cluster
US6278777B1 (en) 1998-03-12 2001-08-21 Ser Solutions, Inc. System for managing agent assignments background of the invention
US6154769A (en) 1998-03-27 2000-11-28 Hewlett-Packard Company Scheduling server requests to decrease response time and increase server throughput
US6173053B1 (en) 1998-04-09 2001-01-09 Avaya Technology Corp. Optimizing call-center performance by using predictive data to distribute calls among agents
US6650748B1 (en) 1998-04-13 2003-11-18 Avaya Technology Corp. Multiple call handling in a call center
US6449356B1 (en) 1998-05-26 2002-09-10 Rockwell Semiconductor Systems, Inc. Method of multi-media transaction processing
US6292550B1 (en) 1998-06-01 2001-09-18 Avaya Technology Corp. Dynamic call vectoring
US6233332B1 (en) 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
US6011844A (en) 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system
US6535294B1 (en) * 1998-06-23 2003-03-18 Discount Labels, Inc. System and method for preparing customized printed products over a communications network
JP2000041110A (en) 1998-07-22 2000-02-08 Fujitsu Ltd Incoming call processing method, incoming call processing unit and recording medium recording incoming call processing program and readable by computer
US6389400B1 (en) 1998-08-20 2002-05-14 Sbc Technology Resources, Inc. System and methods for intelligent routing of customer requests using customer and agent models
US6535601B1 (en) 1998-08-27 2003-03-18 Avaya Technology Corp. Skill-value queuing in a call center
US6272544B1 (en) 1998-09-08 2001-08-07 Avaya Technology Corp Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals
US6178441B1 (en) 1998-09-21 2001-01-23 International Business Machines Corporation Method and system in a computer network for the reliable and consistent ordering of client requests
US6295353B1 (en) 1998-10-07 2001-09-25 Avaya Technology Corp. Arrangement for efficiently updating status information of a network call-routing system
US6449646B1 (en) 1998-10-13 2002-09-10 Aspect Communications Corporation Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism
US6064731A (en) 1998-10-29 2000-05-16 Lucent Technologies Inc. Arrangement for improving retention of call center's customers
US6275812B1 (en) 1998-12-08 2001-08-14 Lucent Technologies, Inc. Intelligent system for dynamic resource management
US6356632B1 (en) 1998-12-31 2002-03-12 Avaya Technology Corp. Call selection and agent selection in a call center based on agent staffing schedule
US6434230B1 (en) 1999-02-02 2002-08-13 Avaya Technology Corp. Rules-based queuing of calls to call-handling resources
US6560649B1 (en) 1999-02-10 2003-05-06 Avaya Technology Corp. Hierarchical service level remediation for competing classes based upon achievement of service level goals
US6366668B1 (en) 1999-03-11 2002-04-02 Avaya Technology Corp. Method of routing calls in an automatic call distribution network
US6424709B1 (en) 1999-03-22 2002-07-23 Rockwell Electronic Commerce Corp. Skill-based call routing
EP1081930A1 (en) 1999-08-31 2001-03-07 Lucent Technologies ECS Limited Method and apparatus for establishing communication
US6697457B2 (en) 1999-08-31 2004-02-24 Accenture Llp Voice messaging system that organizes voice messages based on detected emotion
US7222075B2 (en) 1999-08-31 2007-05-22 Accenture Llp Detecting emotions using voice signal analysis
US6353810B1 (en) 1999-08-31 2002-03-05 Accenture Llp System, method and article of manufacture for an emotion detection system improving emotion recognition
US6463415B2 (en) 1999-08-31 2002-10-08 Accenture Llp 69voice authentication system and method for regulating border crossing
US6151571A (en) 1999-08-31 2000-11-21 Andersen Consulting System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters
US6275806B1 (en) 1999-08-31 2001-08-14 Andersen Consulting, Llp System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters
US6427137B2 (en) 1999-08-31 2002-07-30 Accenture Llp System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud
US6480826B2 (en) 1999-08-31 2002-11-12 Accenture Llp System and method for a telephonic emotion detection that provides operator feedback
US6389028B1 (en) 1999-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
US6463346B1 (en) 1999-10-08 2002-10-08 Avaya Technology Corp. Workflow-scheduling optimization driven by target completion time
US6389132B1 (en) 1999-10-13 2002-05-14 Avaya Technology Corp. Multi-tasking, web-based call center
US6535600B1 (en) 1999-12-06 2003-03-18 Avaya Technology Corp. System for automatically routing calls to call center agents in an agent surplus condition based on service levels
US6563920B1 (en) 1999-12-15 2003-05-13 Avaya Technology Corp. Methods and apparatus for processing of communications in a call center based on variable rest period determinations
US6614903B1 (en) 1999-12-15 2003-09-02 Avaya Technology Corp. Methods and apparatus for service state-based processing of communications in a call center
US6724884B2 (en) 2000-01-27 2004-04-20 Avaya Technology Corp. Call management system using fast response dynamic threshold adjustment
US6714643B1 (en) 2000-02-24 2004-03-30 Siemens Information & Communication Networks, Inc. System and method for implementing wait time estimation in automatic call distribution queues
US6741699B1 (en) 2000-04-27 2004-05-25 Avaya Technology Corp. Arrangement for controlling the volume and type of contacts in an internet call center
US6754333B1 (en) 2000-04-27 2004-06-22 Avaya Technology Corp. Wait time prediction arrangement for non-real-time customer contacts
US7366779B1 (en) 2000-06-19 2008-04-29 Aol Llc, A Delaware Limited Liability Company Direct file transfer between subscribers of a communications system
US6766014B2 (en) 2001-01-09 2004-07-20 Avaya Technology Corp. Customer service by batch
US6766013B2 (en) 2001-06-05 2004-07-20 Avaya Technology Corp. Timely shut-down of a real-time work center
US6947543B2 (en) 2002-01-03 2005-09-20 Avaya Technology Corp. Computer-telephony integration that uses features of an automatic call distribution system
US7035927B2 (en) 2002-03-12 2006-04-25 Avaya Technology Corp. Intelligent inbound/outbound communications blending
US7336779B2 (en) 2002-03-15 2008-02-26 Avaya Technology Corp. Topical dynamic chat
US7415417B2 (en) 2002-03-15 2008-08-19 Avaya Technology Corp. Presence awareness agent
US7558739B2 (en) 2002-10-22 2009-07-07 Avaya Inc. Method and apparatus for meeting an on-site enterprise service level objective
US7158628B2 (en) 2003-08-20 2007-01-02 Knowlagent, Inc. Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service

Also Published As

Publication number Publication date
US7844504B1 (en) 2010-11-30
WO2002026017A2 (en) 2002-04-04

Similar Documents

Publication Publication Date Title
AU2001268374A1 (en) Client-based shopping cart
AU2001234740A1 (en) Collapsible golf cart
AU2002331620A1 (en) Collapsible wheelbarrow
AU5725398A (en) Collapsible cart
AU2001278320A1 (en) Universal shopping basket
AU2001291066A1 (en) Routing based on the contents of a shopping cart
AU2000251640A1 (en) Self-service shopping cart
AU2332800A (en) Shopping trolley adapted for use with a perambulator
AU2002213783A1 (en) Three-wheeled stroller
AU2173700A (en) Shopping cart
AU1973400A (en) Shopping cart
AU2002349130A1 (en) Steerable trolleys
GB9913997D0 (en) A collapsible stroller
AU2002211188A1 (en) A shopping cart
DE29809776U1 (en) Stackable shopping cart
AU2002364546A1 (en) Folding cart with bag
AU2001225155A1 (en) Serving cart
AUPQ889300A0 (en) Shopping trolley
AU2002255817A1 (en) Plastic shopping cart
AUPR215800A0 (en) Steering assembly for a shopping trolley
AUPR127100A0 (en) Improved shopping trolley
AUPQ290899A0 (en) Unique shopfront & commerce shopping cart
AUPR005300A0 (en) Shopping bag handle clasp
AUPQ518700A0 (en) A cart
AUPQ651400A0 (en) A cart