公开(公告)号：US20060072739A1

公开(公告)日：2006-04-06

申请号：US10957350

申请日：2004-10-01

申请人： Rick Baggenstoss ,  Kathleen Lendvay ,  Dianna Spence

发明人： Rick Baggenstoss ,  Kathleen Lendvay ,  Dianna Spence

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233

摘要： Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.

摘要翻译： 改善人力资源在工作环境中的部署，特别是在联络中心环境中。 根据他们的技能和熟练程度，在联络中心工作的代理人被赋予不同的任务。 传统的联络中心通常使用静态技能简历来评估其代理人的特定角色。 本发明使得呼叫中心能够设计用于评估其代理的定制评估工具。 通过调整对特定角色重要的属性，呼叫中心可以更准确，更有效，更容易地评估哪些代理最适合特定角色。

公开(公告)号：US08467320B2

公开(公告)日：2013-06-18

申请号：US11519816

申请日：2006-09-13

申请人： Jon Croy ,  John Gordon Hines ,  Darrin Johnson ,  Kathleen Lendvay

发明人： Jon Croy ,  John Gordon Hines ,  Darrin Johnson ,  Kathleen Lendvay

IPC分类号： H04L12/16

CPC分类号： H04L29/06027 ,  H04L12/1813 ,  H04L12/1818 ,  H04L65/4038 ,  H04L65/4046 ,  H04L67/18 ,  H04L67/306 ,  H04M3/42357 ,  H04M3/56 ,  H04M7/006 ,  H04M2203/2094 ,  H04M2203/5063 ,  H04M2242/14 ,  H04M2242/30 ,  H04W4/02

摘要： Voice Over Internet Protocol (VoIP) devices are invited to a conference bridge based on a pre-defined criteria for the conference bridge (e.g., passengers on a plane. The conference invite messages are transmitted using Internet Protocol, which they may or may not accept. The invited VoIP users may be determined based on their physical proximity to the initial caller and other pre-determined characteristics. A VoIP soft switch includes conference bridges that eliminate the conventional requirement that they dial the phone number of another specific VoIP communications device. Instead, location information relating to the initial VoIP user is passed to the VoIP conference bridge, either from the user's VoIP communication device or from their respective location server. Location and other information is then compared by the VoIP soft switch against other VoIP devices, to find potential VoIP conference participants.

摘要翻译： 基于互联网协议语音（VoIP）设备，根据会议桥的预先定义的标准（例如，飞机上的乘客）被邀请到会议桥，会议邀请消息使用互联网协议传输，他们可能接受或不接受 所请求的VoIP用户可以根据其对初始呼叫者的物理接近度和其他预定特性来确定，VoIP软交换机包括会议桥，消除了他们拨打另一个特定VoIP通信设备的电话号码的常规要求 将与初始VoIP用户相关的位置信息从用户的VoIP通信设备或其各自的位置服务器传递到VoIP会议桥，然后通过VoIP软交换机将位置信息和其他信息与其他VoIP设备进行比较，找到 潜在的VoIP会议参与者。

公开(公告)号：US20070201679A1

公开(公告)日：2007-08-30

申请号：US11728474

申请日：2007-03-26

申请人： Rick Baggenstoss ,  Kathleen Lendvay ,  Dianna Spence

发明人： Rick Baggenstoss ,  Kathleen Lendvay ,  Dianna Spence

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233

摘要： Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.

摘要翻译： 改善人力资源在工作环境中的部署，特别是在联络中心环境中。 根据他们的技能和熟练程度，在联络中心工作的代理人被赋予不同的任务。 传统的联络中心通常使用静态技能简历来评估其代理人的特定角色。 本发明使得呼叫中心能够设计用于评估其代理的定制评估工具。 通过调整对特定角色重要的属性，呼叫中心可以更准确，更有效，更容易地评估哪些代理最适合于特定角色。

公开(公告)号：US20070091831A1

公开(公告)日：2007-04-26

申请号：US11519816

申请日：2006-09-13

申请人： Jon Croy ,  John Hines ,  Darrin Johnson ,  Kathleen Lendvay

发明人： Jon Croy ,  John Hines ,  Darrin Johnson ,  Kathleen Lendvay

IPC分类号： H04L12/16

CPC分类号： H04L29/06027 ,  H04L12/1813 ,  H04L12/1818 ,  H04L65/4038 ,  H04L65/4046 ,  H04L67/18 ,  H04L67/306 ,  H04M3/42357 ,  H04M3/56 ,  H04M7/006 ,  H04M2203/2094 ,  H04M2203/5063 ,  H04M2242/14 ,  H04M2242/30 ,  H04W4/02

摘要： Voice Over Internet Protocol (VOIP) devices are invited to a conference bridge based on a pre-defined criteria for the conference bridge (e.g., passengers on a plane. The conference invite messages are transmitted using Internet Protocol, which they may or may not accept. The invited VoIP users may be determined based on their physical proximity to the initial caller and other pre-determined characteristics. A VoIP soft switch includes conference bridges that eliminate the conventional requirement that they dial the phone number of another specific VoIP communications device. Instead, location information relating to the initial VoIP user is passed to the VoIP conference bridge, either from the user's VoIP communication device or from their respective location server. Location and other information is then compared by the VoIP soft switch against other VoIP devices, to find potential VoIP conference participants.

摘要翻译： 基于互联网语音协议（VOIP）设备，基于会议桥的预定义标准（例如，飞机上的乘客）被邀请到会议桥，会议邀请消息使用互联网协议传送，他们可能接受或不接受 所请求的VoIP用户可以根据其对初始呼叫者的物理接近度和其他预定特性来确定，VoIP软交换机包括会议桥，消除了他们拨打另一个特定VoIP通信设备的电话号码的常规要求 将与初始VoIP用户相关的位置信息从用户的VoIP通信设备或其各自的位置服务器传递到VoIP会议桥，然后通过VoIP软交换机将位置信息和其他信息与其他VoIP设备进行比较，找到 潜在的VoIP会议参与者。