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    Automatic call returning method for call distributor with message record capability
    1.
    发明授权
    Automatic call returning method for call distributor with message record capability 失效
    具有消息记录功能的呼叫分配器的自动呼叫返回方法

    公开(公告)号：US5181236A

    公开(公告)日：1993-01-19

    申请号：US587878

    申请日：1990-09-25

    申请人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

    发明人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

    IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04Q1/45

    CPC分类号： H04M3/5158 ,  H04M3/523 ,  H04M3/533 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/5231 ,  H04Q1/45

    摘要： A method of automatically returning calls to callers (18) who have recorded a message in an ACD mail (22C) controlled message bin (22D) of a voice response unit (22) in response to a stored announcement in an announcement table (22B) selected in accordance with call statistics in a statistics table (22A) from an automatic call distributor (12) to provide the caller with queue information when no agent stations (14) are available. In one mode of operation (FIG. 4), the recorded voice message in queue is automatically provided to an agent when one becomes available in the same manner as an incoming call except an indication is given to the agent station (14) that the incoming call is, in fact, a prerecorded message which requires a cell back. The agent must obtain the telephone number from the recorded voice message and then input the multidigit number to place a return call. In other modes of operation (FIGS. 5 and 6), DTMF tones (D) recorded with the voice message are employed to enable the agent to auto dial the return call in response to the recorded message. In one of these other modes of operation (FIG. 6), the calls are automatically placed by an ACD control computer (20) and connected to an available agent station (14) the same as an original incoming call when answer detection occurs. If no answer detection occurs within a predetermined time limit, then the recorded message is returned to the queue on a preselected priority basis, and after a preselected number of unsuccessful attempts, the number and related information is printed on a printer (32) and removed from storage in the message bin (22D).

    摘要翻译： 响应于公告表（22B）中存储的通知，自动向呼叫者（18）自动返回已经在语音响应单元（22）的ACD邮件（22C）控制消息箱（22D）中记录消息的呼叫者的方法， 根据来自自动呼叫分配器（12）的统计表（22A）中的呼叫统计选择，以在没有代理站（14）可用时向呼叫者提供队列信息。 在一种操作模式（图4）中，当与呼入相同的方式变得可用时，队列中记录的语音消息被自动提供给代理，除了向代理站（14）指示进入 呼叫实际上是一个预先记录的消息，需要一个小区回来。 代理人必须从记录的语音留言中获取电话号码，然后输入多位数字才能发出回叫。 在其他操作模式（图5和图6）中，采用记录有语音消息的DTMF音调（D）来使代理能够响应于所记录的消息来自动拨打返回呼叫。 在这些其他操作模式之一（图6）中，呼叫由ACD控制计算机（20）自动放置，并且当应答检测发生时，将其连接到与原始呼入相同的可用代理站（14）。 如果在预定时限内没有发生应答检测，则所记录的消息以预先选择的优先级返回到队列，并且在预选次数不成功的尝试之后，该号码和相关信息被打印在打印机（32）上并被移除 来自消息箱（22D）中的存储。

    Integrated voice and business transaction reporting for telephone call centers
    3.
    发明授权
    Integrated voice and business transaction reporting for telephone call centers 失效
    电话呼叫中心的语音和商业交易综合报告

    公开(公告)号：US5511117A

    公开(公告)日：1996-04-23

    申请号：US312347

    申请日：1994-09-26

    申请人： Andre C. Zazzera

    发明人： Andre C. Zazzera

    IPC分类号： H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M15/00 ,  H04M3/00

    CPC分类号： H04M3/51 ,  H04M3/2218 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/42323

    摘要： An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.

    摘要翻译： 一种用于电话系统（12）的集成语音和数据业务交易详细报告系统，具有用于引导进入电话呼叫的交换机（14），用于产生与来话呼叫的语音有关的信息的设备（14），设备（26） ），用于生成与所述来电相关的业务交易数据;以及用于将所述语音信息和商业交易数据相关联的设备（24）。