公开(公告)号：US06222919B1

公开(公告)日：2001-04-24

申请号：US08304345

申请日：1994-09-12

申请人： Michael C. Hollatz ,  Daniel F. Baker ,  Joseph C. Steinlicht ,  Mark J. Michelson ,  Kurt E. Sunderman

发明人： Michael C. Hollatz ,  Daniel F. Baker ,  Joseph C. Steinlicht ,  Mark J. Michelson ,  Kurt E. Sunderman

IPC分类号： H04Q364

CPC分类号： H04M3/5233

摘要： A method and automatic call distribution system 100 for routing incoming telephone calls 206 from external telephonic units 102 to selected ones of a plurality of agents A1001-A1007 wherein the agents A1001-A1007 are grouped into skill groups 110a-110n are provided. Each of the skill groups 110a-110n is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call 206 is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time. If no agents are available, the external caller is placed in queue until an available agent enters the matched skill group. Unavailable agents are stored in an unavailable group 200 and are inserted into corresponding skill groups 110a-110n when they become available.

摘要翻译： 提供了一种方法和自动呼叫分配系统100，用于将来自外部电话单元102的进入电话呼叫206路由到多个代理A1001-A1007中的选定的代理A1001-A1007，其中代理A1001-A1007被分组成技能组110a-110n。 每个技能组110a-110n由具有公共技能指标的代理组成。 代理技能指标代表代理人的技能。 此外，技能组中的代理人按照代理人可用的时间长度来排列。 入局电话206最初被分配代表被认为对满足外部呼叫者的需要有用的技能的呼叫技能指示符。 然后将呼叫技能指示符与技术组之一的公共代理技能指示符相匹配。 电话呼叫被路由到匹配技能组中可用的最长时间可用的代理。 如果没有代理可用，则外部呼叫者将被放入队列中，直到可用代理进入匹配的技能组。 不可用代理存储在不可用组200中，并且当它们变得可用时被插入相应的技能组110a-110n中。

公开(公告)号：US5715306A

公开(公告)日：1998-02-03

申请号：US311636

申请日：1994-09-23

申请人： Kurt E. Sunderman ,  Mark J. Michelson ,  John P. Lenihan

发明人： Kurt E. Sunderman ,  Mark J. Michelson ,  John P. Lenihan

IPC分类号： H04M3/523 ,  H04M3/00 ,  H04M15/00

CPC分类号： H04M3/523

摘要： An automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data. A printer (112) provides a printed record of the data.

摘要翻译： 自动呼叫分配系统（100）和方法为操作者提供选择性地添加系统（100）记录操作数据的附加数据元素的能力。 该系统（100）包括具有用于将进入的电话呼叫路由到多个代理电话单元（107）的多端口交换机（114）的自动呼叫分配器（102）和用于控制多端口交换机的操作的中央处理单元（116） （114），并且用于在系统（100）中的呼叫路由期间获取表示指定点的数据。 操作员添加附加的数据元素，中央处理单元（116）经由计算机终端（120）收集数据。 计算机终端（120）包括用于显示数据的终端显示单元（122）和用于向中央处理单元（116）发送指令以添加数据元素的终端输入设备（124）。 连接到中央处理单元（116）的数据计算机（108）存储和显示所获取的数据。 打印机（112）提供数据的打印记录。

公开(公告)号：US07460659B2

公开(公告)日：2008-12-02

申请号：US10259358

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/51

摘要： The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.

摘要翻译： 该方法和装置教导诸如自动呼叫分配系统之类的通信系统中的代理。 在该方法的一个实施例的第一步骤中，向代理提供具有多个对话部分和决定点的先前存储的呼叫交易。 呼叫业务被重放，模拟呼叫业务中相应决策点的至少一个决定。 该模拟与在呼叫交易中的相应决定点处的原始决策不同。 结果被评估并提交给代理。 在一个实施例中，至少一个决定是最佳实践决定。 此外，该方法还可以基于存储的最佳实践呼叫交易覆盖呼叫交易的优选路径。 该装置实现重播呼叫交易的方法。

公开(公告)号：US07492888B2

公开(公告)日：2009-02-17

申请号：US10253120

申请日：2002-09-24

申请人： Mark J. Power ,  Anthony J. Dezonno ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

发明人： Mark J. Power ,  Anthony J. Dezonno ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/5235 ,  H04M2203/408 ,  H04M2242/22

摘要： A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.

摘要翻译： 一种新颖的方法和装置，其在一个实施例中提供优先级和呈现从呼叫者通过通信网络路由到具有相关代理的代理站的呼叫，其中呼叫基于语音对话通信和/或文本对话通信。 该方法包括以下步骤：从通信网络接收呼叫，确定与呼叫相关联的联系人评估参数，以及将一个或多个所选择的业务规则应用于联系人评估参数，以生成对应于该呼叫的优先级值。 呼叫被分配优先级值，并被路由到所选择的代理站。 显示呼叫并显示其分配的优先级值，以便代理可以按优先级顺序对呼叫进行服务。

公开(公告)号：US5500891A

公开(公告)日：1996-03-19

申请号：US316695

申请日：1994-09-30

申请人： Noreen A. Harrington ,  Mark J. Michelson

发明人： Noreen A. Harrington ,  Mark J. Michelson

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M1/64

CPC分类号： H04M3/523 ,  H04M3/51 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13106

摘要： A telecommunication system (10) having a single automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) and an associated memory (18) for selectively interconnecting telephonic calls between external telephonic units (20) of an external telephonic network (24) and internal telephonic units (26A, 26B, 26C, 26D) coupled with the multiport switch (14) with a multilink host computer call control interface system (25) having a plurality of host computers (32A, 32B, 32C, 32D) coupled to the automatic call distributor and logical link interfaces (36A, 36B, 36C, 36D) each having a pair of physical link lines (38A, 38B, 38C, 38D) which correspond to an associated host computer (32A, 32B, 32C, 32D) to enable communication between the single automatic call distributor (12) and the plurality of host computers (32A, 32B, 32C, 32D) to provide the host computers with control of call handling operations performed at the automatic call distributor (12).

摘要翻译： 具有由中央控制处理单元（16）控制的多端口交换机（14）的单个自动呼叫分配器（12）的电信系统（10）和用于在外部电话单元（20）之间选择性地互连电话呼叫的相关联的存储器 ）与多端口交换机（14）耦合的外部电话网络（24）和内部电话单元（26A，26B，26C，26D）与具有多个主计算机（32A）的多链路主机计算机呼叫控制接口系统（25） ，32B，32C，32D），每个逻辑链路接口（36A，36B，36C，36D）具有对应于相关联的主计算机的一对物理链路线路（38A，38B，38C，38D） （32A，32B，32C，32D），以实现单个自动呼叫分配器（12）和多个主机计算机（32A，32B，32C，32D）之间的通信，以向主计算机提供在 自动通话分配 或（12）。

公开(公告)号：US07184540B2

公开(公告)日：2007-02-27

申请号：US10304872

申请日：2002-11-26

申请人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

发明人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5233

摘要： The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

摘要翻译： 该方法和装置改善具有自动呼叫分配系统的通信系统中的呼叫交易。 确定系统中多个代理的每个代理的个性概况。 相应的个性概况是多个预定个性概况类型之一。 各个代理人的确定的个性概况类型作为个性概况记录存储在数据库中。 然后确定呼叫者的个性概况，呼叫者的个性简档是多个个性概况类型之一。 提供了一个优先级层次，用于将呼叫者的个性概况类型与代理的个性概况类型相匹配。 然后根据该优先级层次将呼叫者的个性概况类型与代理的个性概况类型进行比较。 基于个性概况类型的比较，从多个代理中选择代理。

公开(公告)号：US07058578B2

公开(公告)日：2006-06-06

申请号：US10253094

申请日：2002-09-24

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： G10L21/00

CPC分类号： G10L15/22 ,  G06Q10/06 ,  G06Q10/10

摘要： A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

摘要翻译： 在事务处理系统中使用媒体处理器，其中系统被配置为将呼叫者的呼入路由到与事务处理系统相关联的代理，并且呼入呼叫基于语音模式通信和文本模式通信。 媒体处理器包括可操作地并入事务处理系统并被配置为便于语音模式通信与文本模式通信之间的转换的媒体翻译器。 代理偏好设置可由代理在语音模式和文本模式之间进行选择。 还包括被配置为将语音模式通信转换为文本模式通信的语音识别单元和被配置为将文本模式通信转换为语音模式通信的语音合成器。

公开(公告)号：US07151826B2

公开(公告)日：2006-12-19

申请号：US10259356

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.

摘要翻译： 该方法和装置改善了诸如具有自动呼叫分配器的通信系统的通信系统中的交易。 在一个实施例中，在呼叫交易中的呼叫者和代理中的至少一个的相应压力水平的基本上实时地执行评估。 当呼叫者和代理的压力水平中的至少一个超过阈值时，第三方从事该交易。 该第三方可以包括例如虚拟方或自动输入源。 第三方可以从事事务的背景或交易的前台，从而分别仅与代理人或主叫方和代理人进行通信。 呼叫者和代理人中的至少一个的各自的压力水平可以通过包括但不限于以下方式的方法来评估： 分析呼叫者和代理中的至少一个的相应语音信号，将呼叫者和代理中的至少一个的相应语音信号转换成文本并分析文本和/或分析代理的物理应力水平。 该装置实现该方法。

公开(公告)号：US06931119B2

公开(公告)日：2005-08-16

申请号：US10231623

申请日：2002-08-30

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

IPC分类号： H04M3/51 ,  A04M3/00

CPC分类号： H04M3/51 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42068 ,  H04M2242/22

摘要： A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.

摘要翻译： 方法和装置向与交易处理系统相关联的代理站提供数据。 该数据对应于从呼叫者通过通信网络路由到代理站的呼入呼叫，其中来话呼叫基于语音模式通信和/或文本模式通信。 该方法包括以下步骤：从通信网络接收呼入呼叫，获得与呼入呼叫相对应的呼叫者特定数据，检查呼叫者特定数据以确定与呼入呼叫对应的特殊类型，基于 所确定的专业类型并将所述呼入路由到所选择的代理站，将所述呼叫者特定数据发送到所选择的代理站，以及自动启动或最大化所选代理站上的应用，使得所述应用和相应的呼叫专用数据为 当代理服务来电时，该代理可用。