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    SYSTEM AND METHOD FOR OPTIMIZED AND DISTRIBUTED RESOURCE MANAGEMENT
    2.
    发明公开
    SYSTEM AND METHOD FOR OPTIMIZED AND DISTRIBUTED RESOURCE MANAGEMENT 审中-公开
    系统和方法优化和分布式资源管理

    公开(公告)号：EP2873036A1

    公开(公告)日：2015-05-20

    申请号：EP13820176.9

    申请日：2013-07-16

    申请人： Galvin, Brian, R. ,  Newvoicemedia Limited

    发明人： GALVIN, Brian, R.

    IPC分类号： G06Q10/04 ,  H04L12/66

    CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  H04L67/22 ,  H04M3/5232

    摘要： A system for optimized and distributed resource management, comprising a plurality of media servers, a statistics server, a historical statistics database, a forecasting engine, a scheduling engine, and an activity manager. The forecasting engine generates a forecast of estimated volume of imperative demand and determines a required volume of contingent demand to be handled based on managing a backlog of contingent demand. The scheduling engine generates a schedule that provides an adequate number of resources to handle the forecasted imperative demand and to handle the required volume of contingent demand over an aggregated time. The activity manager monitors statistical data, compares actual staffing and imperative demand to scheduled staffing and forecasted imperative demand, and determines activity switches needed to reallocate available resources, the activity switches only occurring switched after a configured minimum activity switching time.

    SYSTEM AND METHOD FOR OPTIMIZED AND DISTRIBUTED ROUTING OF INTERACTIONS
    6.
    发明公开
    SYSTEM AND METHOD FOR OPTIMIZED AND DISTRIBUTED ROUTING OF INTERACTIONS 审中-公开
    优化和分布式交互路由的系统和方法

    公开(公告)号：EP2823607A1

    公开(公告)日：2015-01-14

    申请号：EP13757096.6

    申请日：2013-03-07

    申请人： Newvoicemedia Limited ,  Galvin, Brian, R.

    发明人： GALVIN, Brian R.

    IPC分类号： H04L12/721

    CPC分类号： H04L65/1063 ,  H04L65/1069 ,  H04L65/1096 ,  H04L67/327 ,  H04M3/5232 ,  H04M2203/555

    摘要： A system for optimized and distributed routing of interactions, comprising a plurality of media servers operating adapted to handle interactions of one or more specific media types, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction of a specific media type, a first media server from the media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script in response to the route request message and sends a response to the first media server directing it to route the interaction to a specific target resource.

    摘要翻译： 一种用于交互的优化和分布式路由选择的系统，包括适于处理一个或多个特定媒体类型的交互的多个媒体服务器，统计服务器，路由数据库和路由服务器。 在接收到或发起特定媒体类型的交互后，来自媒体服务器的第一媒体服务器向路由服务器发送至少包括交互标识符和交互特定数据的集合的路由请求消息，统计服务器接收事件通知 从媒体服务器接收并计算一个或多个统计数据，并且路由服务器使用来自统计服务器的统计数据和来自路由数据库的数据执行路由脚本以响应路由请求消息，并向第一媒体服务器发送响应 指导它将交互路由到特定的目标资源。

    METHOD AND APPARATUS FOR OPERATING A COMPUTER-TELEPHONY SYSTEM
    7.
    发明公开
    METHOD AND APPARATUS FOR OPERATING A COMPUTER-TELEPHONY SYSTEM 有权
    VERFAHREN UND VORRICHTUNG ZUM BETRIEB EINES COMPUTERTELEFONIESYSTEMS

    公开(公告)号：EP2090086A1

    公开(公告)日：2009-08-19

    申请号：EP07823985.2

    申请日：2007-10-02

    申请人： NewVoiceMedia Limited

    发明人： PICKERING, Richard ,  UNITT, Ashley ,  PHIPPS, Dan

    IPC分类号： H04M3/51 ,  G06F17/30

    CPC分类号： G06F17/30569 ,  G06Q30/016 ,  H04M3/382 ,  H04M3/42017 ,  H04M3/42042 ,  H04M3/42102 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/6018 ,  H04M2242/22

    摘要： One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

    摘要翻译： 本发明的一个实施例提供了一种操作计算机电话系统的方法。 该方法包括为多个客户提供计算机电话支持。 每个客户都维护客户关系管理（CRM）数据。 CRM数据从多个客户上传到计算机电话数据库。 上传包括将CRM数据从由相应客户维护的原始格式转换成用于计算机电话数据库的标准化格式。 然后可以使用计算机电话数据库中的转换的CRM数据来处理电话呼叫。

    COMPUTER-TELEPHONY INTEGRATION IN A SERVICE PROVIDER ENVIRONMENT
    8.
    发明公开
    COMPUTER-TELEPHONY INTEGRATION IN A SERVICE PROVIDER ENVIRONMENT 审中-公开
    计算机电话集成在服务提供商环境

    公开(公告)号：EP2324622A1

    公开(公告)日：2011-05-25

    申请号：EP09785089.5

    申请日：2009-09-10

    申请人： NewVoiceMedia Limited

    发明人： PICKERING, Richard ,  UNITT, Ashley

    IPC分类号： H04M3/51

    CPC分类号： H04M3/5183 ,  H04M7/0012 ,  H04M7/0024

    摘要： One embodiment of the present invention provides a method and system for handling a telephone call. The method comprises receiving an incoming call at a computer-telephony server located as service provider equipment within a telephone network, followed by setting up a call from the computer-telephony server to a customer location. The customer location has a plurality of agents, each agent having an associated computer workstation. The call is forwarded at the customer location to a receiving agent selected from the plurality of agents. There is now communication between the computer-telephony server and one or more of the agents to allow the computer-telephony server to identify the receiving agent. The computer telephony server uses voice analytics on speech input from the receiving agent to identify the receiving agent.