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公开(公告)号：US08081749B1
公开(公告)日：2011-12-20
申请号：US10847603
申请日：2004-05-17
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04L51/046 , H04M3/5166 , H04M2201/14
摘要： A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.
摘要翻译： 提供了一种用于集成队列管理的系统和方法。 该方法可以包括从用户接收对多个代理之一的连接的请求。 如果多个代理不可用，则对连接的请求可以排队。 可以从用户接收到延迟与多个代理之一的连接的请求。 根据本发明的特定实施例，延迟与多个代理之一的连接。 可以从用户接收到在队列中继续的请求。 最后，用户可以与多个代理之一连接。
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2.发明授权公开(公告)号：US07904760B2
公开(公告)日：2011-03-08
申请号：US11176836
申请日：2005-07-06
IPC分类号： G06F11/00
CPC分类号： G06F11/0784 , G06F11/0709 , G06Q10/00 , H04L12/66
摘要： A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.
摘要翻译： 在错误通知中使用存在信息的方法包括检测与软件系统的操作有关的错误，并且响应于检测到错误来执行工作流程以确定错误传输信息指令。 该方法包括使用存在信息来识别用于接收错误信息的一个或多个目标，基于工作流的执行并将错误信息发送到一个或多个识别的目标。
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3.发明授权Method and system for transferring a call at an automatic call distribution system 有权用于在自动呼叫分配系统中传送呼叫的方法和系统公开(公告)号：US08284920B2
公开(公告)日：2012-10-09
申请号：US11076896
申请日：2005-03-10
摘要： A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.
摘要翻译： 一种用于在自动呼叫分配系统中传送呼叫的方法包括从呼叫者接收呼叫以与多个代理中的一个进行连接，并将呼叫连接到多个代理的所选择的第一代理。 该方法包括在维持第一代理和呼叫者之间的通信的同时，接收将呼叫转移到多个代理中的另一个代理并请求多个代理的第二代理接收呼叫转移的请求。 该方法还包括通知第一代理人选择第二代理以接收呼叫转移并将呼叫转移给第二代理。
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公开(公告)号：US20090043502A1
公开(公告)日：2009-02-12
申请号：US11837331
申请日：2007-08-10
申请人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
发明人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
IPC分类号： G01C21/00
CPC分类号： G01C21/20 , G01C21/206 , G01C21/26 , G01S19/48
摘要： A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.
摘要翻译： 用于导航的系统包括可操作以接收第一模态的位置信息的接口。 第一模态的位置信息与导航单元相关联。 该接口还可操作以接收第二模态的位置信息。 第二模式的位置信息与导航单元相关联。 该系统还包括耦合到接口并可操作以识别目的地的处理器。 该系统还可操作以通过在第一模态和第二模态之间切换，基于第一和第二模态的位置信息导航到目的地。
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5.发明授权Method and system for handling calls at an automatic call distribution system 有权用于在自动呼叫分配系统处理呼叫的方法和系统公开(公告)号：US07813493B2
公开(公告)日：2010-10-12
申请号：US11114599
申请日：2005-04-25
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5238 , H04M2203/402
摘要： A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
摘要翻译： 一种用于在自动呼叫分配系统处理呼叫的方法包括：接收与多个代理之一的连接的第一呼叫，并将所述第一呼叫分发给所述多个代理的第一代理。 该方法包括向第一代理呈现与处理第一呼叫相关联的至少一个目标时间，并且基于呼叫参数和服务水平目标修改与处理第一呼叫相关联的至少一个目标时间。 呼叫参数包括包括等待与代理连接的呼叫的队列的状态。 该方法还包括将与处理第一呼叫相关联的至少一个修改的目标时间呈现给第一代理。
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6.发明授权Method and system for communicating with an automatic call distributor system agent 有权与自动呼叫分配系统代理进行通信的方法和系统公开(公告)号：US07706522B2
公开(公告)日：2010-04-27
申请号：US11010707
申请日：2004-12-13
IPC分类号： H04M5/06
CPC分类号： H04M3/5183 , H04M3/42391 , H04M2203/6018 , H04M2207/20
摘要： A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able to receive user calls distributed by the ACD system. The user calls comprise requests for service. The method includes receiving an audible state command from the first agent through the communications link and changing the state of the first agent with respect to the ACD system in response to the audible state command.
摘要翻译： 用于与自动呼叫分配器系统代理进行通信的方法包括通过通信链路与与自动呼叫分配器（ACD）系统相关联的多个代理的第一代理进行通信。 多个代理能够接收由ACD系统分配的用户呼叫。 用户呼叫包括服务请求。 该方法包括通过通信链路从第一代理接收可听状态命令，并响应于可听状态命令改变第一代理相对于ACD系统的状态。
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公开(公告)号：US09250084B2
公开(公告)日：2016-02-02
申请号：US11837331
申请日：2007-08-10
申请人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
发明人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
CPC分类号： G01C21/20 , G01C21/206 , G01C21/26 , G01S19/48
摘要： A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.
摘要翻译： 用于导航的系统包括可操作以接收第一模态的位置信息的接口。 第一模态的位置信息与导航单元相关联。 该接口还可操作以接收第二模态的位置信息。 第二模式的位置信息与导航单元相关联。 该系统还包括耦合到接口并可操作以识别目的地的处理器。 该系统还可操作以通过在第一模态和第二模态之间切换，基于第一和第二模态的位置信息来导航到目的地。
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8.发明授权Method and system for blocking lower priority communications for improved automatic call distribution 有权用于阻止较低优先级通信以改善自动呼叫分配的方法和系统公开(公告)号：US08548156B2
公开(公告)日：2013-10-01
申请号：US11173605
申请日：2005-07-01
CPC分类号： H04M3/5175 , H04M3/5232
摘要： A method for automatic call distribution includes receiving an incoming call for distribution through an automatic call distributor and identifying an agent to handle the incoming call. The method includes transitioning the agent to a transition state to reserve the agent for handling the incoming call. The transition state prevents the agent from participating in a lower priority call.
摘要翻译： 一种用于自动呼叫分配的方法包括通过自动呼叫分配器接收呼叫分配并识别代理来处理来话呼叫。 该方法包括将代理转换到转换状态以保留用于处理来话呼叫的代理。 转换状态阻止代理参与较低优先级的呼叫。
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9.发明授权Method and system using presence information to improve services provided by automatic call distribution centers 有权使用存在信息的方法和系统来改善由自动呼叫分配中心提供的服务公开(公告)号：US08345854B2
公开(公告)日：2013-01-01
申请号：US11058874
申请日：2005-02-16
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42374
摘要： In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.
摘要翻译： 根据本发明的特定实施例，使用存在信息来改善自动呼叫分配的方法包括接收与多个代理之一的连接的呼叫。 检测到服务水平问题的指示符，并且使用存在信息来响应于检测到指示符来识别不处于就绪状态的一个或多个可执行代理。 该呼叫被分配到所识别的一个或多个可起草的代理中的所选择的一个。
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公开(公告)号：US08102991B2
公开(公告)日：2012-01-24
申请号：US10937595
申请日：2004-09-09
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/4288
摘要： A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.
摘要翻译： 一种用于自动呼叫分配的方法包括：检测第一代理在第一呼叫上进行通信，并检测第一呼叫涉及预定义的低优先级通信。 该方法包括：基于第一呼叫将第一代理转换到就绪状态。 通话就绪状态表示在第一次呼叫通信时，第一代理人准备好接收附加呼叫。
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