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    Call overflow system and method for an automatic call distribution system
    4.
    发明公开
    Call overflow system and method for an automatic call distribution system 失效
    呼叫溢流系统和方法，用于自动呼叫分配系统

    公开(公告)号：EP0768787A3

    公开(公告)日：2002-07-03

    申请号：EP96115565.2

    申请日：1996-09-27

    申请人： ROCKWELL INTERNATIONAL CORPORATION

    发明人： Harbuziuk, Wayne L. ,  Doyle, Dennis R. ,  Anderson, James E.

    IPC分类号： H04M3/52 ,  H04M3/50 ,  H04M7/00

    CPC分类号： H04Q3/66 ,  H04M3/51 ,  H04M3/5237 ,  H04M3/58 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13174 ,  H04Q2213/13216 ,  H04Q2213/13344

    摘要： A call overflow system 8 and method is provided for transferring, or overflowing, telephonic calls between an originating ACD 12A, a destination ACD 12B and other ACDs 12C. The originating ACD 12A receives a telephonic call, compiles data relating to the telephonic call and overflows the telephonic call based on overflow criteria to the destination ACD 12B. In conjunction with the overflow of the telephonic call, the originating ACD 12A transmits the data to the destination ACD 12B. The data comprises one or more of the type of information of (a) identification of whether the caller attempted to block a caller identification process; (b) identification of whether the call was answered at the originating automatic call distributor prior to transfer to the destination automatic call distributor; (c) identification of a dialed number identification service from the originating automatic call distributor; (d) identification of a trunk number representative of a trunk over which the call was received by the originating automatic call distributor; (e) identification of a call sequence number identifying the call; and (f) identification of a number of dialed number identification service values included with the overflow call. This data is then used by a central processing unit 16B at the destination ACD 12B for accessing information stored in a host computer 23 relating to the call, for providing information to an agent at the destination ACD 12B who handles the call and the like.

    Method and system for establishing voice communications using a computer network
    6.
    发明公开
    Method and system for establishing voice communications using a computer network 失效
    使用计算机网络的方法和装置用于语音通信结构

    公开(公告)号：EP0740445A3

    公开(公告)日：2000-12-06

    申请号：EP96106098.5

    申请日：1996-04-18

    申请人： ROCKWELL INTERNATIONAL CORPORATION

    发明人： Dezonno, Anthony J. ,  Quayle, William R.

    IPC分类号： H04L29/06

    CPC分类号： H04M7/003 ,  H04L29/06 ,  H04L69/329 ,  H04M3/42195 ,  H04M3/48 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04Q2213/13072 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13377 ,  H04Q2213/13389 ,  Y10S379/90

    摘要： A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a "call me" button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).

    Distribution of error correction and compression processing
    7.
    发明公开
    Distribution of error correction and compression processing 失效
    Verteilung von Fehlerkorrektur und Kompressionverarbeitung

    公开(公告)号：EP1014644A2

    公开(公告)日：2000-06-28

    申请号：EP99125410.3

    申请日：1993-05-14

    申请人： ROCKWELL INTERNATIONAL CORPORATION

    发明人： Chan, Virginia, c/o Rockwell Int.Corp. ,  MacCrisken, John E. ,  Fisher, David W.

    IPC分类号： H04L29/06

    CPC分类号： H04M11/06 ,  H04L29/06 ,  H04L69/04 ,  H04L69/324

    摘要： A method and apparatus for distributing the data error correction and compression processing load between a modem (DCE) and a host data terminal equipment (DTE) enables modem implementation with minimal cost, power dissipation, and size. The DTE has a CPU and an associated memory. The memory contains a data transmission program for execution by the CPU to produce output data for transmitting, and at least a data compression algorithm and a data error checking algorithm for execution by the CPU under control of the data transmission program to asynchronously deliver data according to the data transmission program to a modem for synchronous transmission. The modem included in the DCE asynchronously received the data from the DTE and synchronously transmits it as output data. Due to the distribution of the data processing algorithms into the memory of the DTE, the DCE can be operated simultaneously in communication and control modes. Moreover, the modem can be controlled during data transmission or reception in response to a 〈DLE〉 code in combination with a predetermined control code.

    摘要翻译： 用于在调制解调器（DCE）和主机数据终端设备（DTE）之间分配数据纠错和压缩处理负载的方法和装置以最小的成本，功耗和尺寸实现调制解调器的实现。 DTE具有CPU和相关的内存。 存储器包含用于由CPU执行以产生用于发送的输出数据的数据传输程序，以及用于在数据传输程序的控制下由CPU执行的数据压缩算法和数据错误检查算法，以根据数据传输程序异步传送数据 数据传输程序到调制解调器进行同步传输。 包含在DCE中的调制解调器异步地从DTE接收数据，同步地将其作为输出数据发送。 由于数据处理算法分配到DTE的存储器中，DCE可以在通信和控制模式下同时工作。 此外，可以在数据发送或接收期间响应于与预定的控制代码组合的＆lang＆DLE＆rang＆code来控制调制解调器。

    Service evaluation system and method for a telephonic switch
    8.
    发明公开
    Service evaluation system and method for a telephonic switch 失效
    服务质量评价体系和方法，电话交换机

    公开(公告)号：EP0766444A3

    公开(公告)日：2000-01-26

    申请号：EP96115462.2

    申请日：1996-09-26

    申请人： ROCKWELL INTERNATIONAL CORPORATION

    发明人： Doremus, Lonnie ,  Harbuziuk, Wayne L. ,  Blaha, David L.

    IPC分类号： H04M3/50

    CPC分类号： H04M3/36 ,  H04M3/42221 ,  H04M3/51

    摘要： A service evaluator system and method for evaluating, based on DNIS numbers, incoming telephone calls routed through a telephonic switch, such as an automatic call distributor (ACD) 100 is provided. Supervisory personnel select one or more DNIS numbers for evaluation via a supervisory terminal 108. A DNIS evaluator circuit 120 of the ACD 100 stores the selected DNIS numbers. When a DNIS incoming telephone call is received by the ACD 100, the DNIS evaluator circuit 120 collects the DNIS number transmitted with the call. The DNIS evaluator circuit 120 determines whether any of the selected DNIS numbers match the collected DNIS number. If one of the selected DNIS numbers matches the collected DNIS number, the supervisor is connected to the call, preferably in a nonintrusive manner.

    Interface for automatic call distributor for performing agent functions via host computer
    9.
    发明公开
    Interface for automatic call distributor for performing agent functions via host computer 失效
    接口自动呼叫分配器到主机计算机上执行的工作职能

    公开(公告)号：EP0705018A3

    公开(公告)日：1999-10-06

    申请号：EP95115419.4

    申请日：1995-09-29

    申请人： ROCKWELL INTERNATIONAL CORPORATION

    发明人： Koenig, Peter J. ,  Blaha, David L.

    IPC分类号： H04M3/50 ,  H04M11/06

    CPC分类号： H04M3/51 ,  H04M3/42221

    摘要： An interface (204) for an automatic call distributor (102) which connects incoming telephone calls to selected ones of a plurality of agents provides communications with a host computer (108). An agent (112) communicates to the automatic call distributor (102) through a host terminal (104) connected to the host computer (108). The interface (204) permits the agent (112) to request the assistance of a supervisor (116), to initiate an emergency and to repeat an announcement. The interface (204) receives signals from the host computer (108) via a data link (110). The signals being representative of the desired function requested by the agent (112). The interface (204) conditions the signals for proper receipt by the automatic call distributor (102) such that the automatic call distributor (102) performs the requested function.