利索-全球专利检索

  1. 登录
  2. 注册

搜索结果

64 条记录 (耗时 0.01 秒)

    System and method for detecting and displaying business transactions
    2.
    发明授权
    System and method for detecting and displaying business transactions 有权
    用于检测和显示业务交易的系统和方法

    公开(公告)号：US08160233B2

    公开(公告)日：2012-04-17

    申请号：US11359319

    申请日：2006-02-22

    申请人： Shimon Keren ,  Jeff Iannone ,  James Gordon Nies ,  Srivijaya Srinivasa

    发明人： Shimon Keren ,  Jeff Iannone ,  James Gordon Nies ,  Srivijaya Srinivasa

    IPC分类号： H04M5/06

    CPC分类号： H04M3/5175

    摘要： Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.

    摘要翻译： 提出了用于从呼叫中心代理活动序列中检测业务交易的方法和系统。 在一个实施例中，该方法包括以下步骤：接收多个代理活动事件; 将所接收的事件中的事件序列与多个事务定义中的一个进行匹配; 从匹配序列创建事务; 并显示交易。

    Enhanced voice services load balancing
    3.
    发明授权
    Enhanced voice services load balancing 失效
    增强语音业务负载均衡

    公开(公告)号：US5870455A

    公开(公告)日：1999-02-09

    申请号：US701514

    申请日：1996-08-22

    申请人： Jeffrey W. Campbell ,  Judy A. Moldenhauer ,  Allen Holmes ,  Phillip D. Crable

    发明人： Jeffrey W. Campbell ,  Judy A. Moldenhauer ,  Allen Holmes ,  Phillip D. Crable

    IPC分类号： H04M3/487 ,  H04M3/51 ,  H04M5/06

    CPC分类号： H04M3/5158 ,  H04M3/4872

    摘要： Enhanced voice services (EVS) interactively communicate with a caller so as to provide audio prompting and selection of the final termination of a call. The present improvement includes load balancing, wherein degraded service of audio response units (ARUs) is detected. With load balancing, individual EVS ARU nodes are lumped into groups, where a group is a set of two or more functionally identical EVS audio response units (ARUs) that all support the same EVS customer applications. An inbound call for a given EVS application can be routed, based on a lookup at the data access point (DAP), to any ARU in the group. With the operating level of each ARU in a particular group being known, the percent allocations for each ARU are determined and an update is made at the DAP to route incoming calls to each ARU in the group according to the specified percentages. The load balancing process operates with a set of predefined rules for determining ARU statuses and call allocations, and also has the ability to actually throttle back calls if multiple nodes in an ARU group are degraded.

    摘要翻译： 增强型语音服务（EVS）与呼叫者交互地通信，以便提供音频提示和选择呼叫的最终终止。 本改进包括负载平衡，其中检测到音频响应单元（ARU）的劣化服务。 通过负载平衡，各个EVS ARU节点集中成一组，其中一组是两个或更多功能相同的EVS音频响应单元（ARU），它们都支持相同的EVS客户应用程序。 可以基于在数据访问点（DAP）上的查找路由到给定EVS应用程序的入站呼叫到组中的任何ARU。 在特定组中的每个ARU的操作级别是已知的情况下，确定每个ARU的百分比分配，并且在DAP处进行更新，以根据指定的百分比将组中的每个ARU呼入呼叫。 负载平衡过程通过一组用于确定ARU状态和呼叫分配的预定义规则进行操作，并且还具有在ARU组中的多个节点退化时实际上抑制呼叫的能力。

    Telephone answering system
    4.
    发明授权
    Telephone answering system 失效
    电话答复系统

    公开(公告)号：US3571518A

    公开(公告)日：1971-03-16

    申请号：US3571518D

    申请日：1968-08-13

    申请人： BELL TELEPHONE LABOR INC ,  WESTERN ELECTRIC CO

    发明人： CHIPMAN ELMER O ,  MCCARROLL ROBERT J ,  WEINBERG SEYMOUR B

    IPC分类号： H04M3/60 ,  H04Q3/00 ,  H04M5/06

    CPC分类号： H04M3/60 ,  H04Q3/00

    摘要： A multiple attendant position telephone switching system is arranged with switching circuitry responsive to the removal of an attendant''s headset at any one position to permit an attendant at another position to answer calls that would otherwise be directed to the position from which the headset has been removed. The switching circuitry is arranged to recognize and to respond to the occupied or unoccupied status of the positions so as to interconnect unoccupied positions with adjacent occupied positions prior to interconnecting those positions with positions more remotely located. Occupied consoles may be selectively interconnected so that an idle attendant may assist a busy attendant on a one call basis under control of the assisting attendant.

    System and Method for Automating Customer Relations in a Communications Environment
    9.
    发明申请
    System and Method for Automating Customer Relations in a Communications Environment 有权
    在通信环境中自动化客户关系的系统和方法

    公开(公告)号：US20120250851A1

    公开(公告)日：2012-10-04

    申请号：US13517875

    申请日：2012-06-14

    申请人： Kirk MHONEY ,  Lona Noelle DALLESSANDRO ,  James Austin BRITT ,  Douglas BRUNN ,  Rosalinda GARCIA ,  Jonathan PADEN ,  Ellen PATE ,  Kristina ROBINSON ,  Tom WIATT

    发明人： Kirk MHONEY ,  Lona Noelle DALLESSANDRO ,  James Austin BRITT ,  Douglas BRUNN ,  Rosalinda GARCIA ,  Jonathan PADEN ,  Ellen PATE ,  Kristina ROBINSON ,  Tom WIATT

    IPC分类号： H04M3/22 ,  H04M5/06

    CPC分类号： H04M3/51 ,  H04M3/22

    摘要： A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

    摘要翻译： 一种方法包括将与由通信网络的至少一个组件提供的服务相关联的性能数据接收到一个或多个订户。 性能数据可以由监视通信网络的至少一个组件的性能特性的一个或多个被动监听设备收集。 该方法还包括基于从特定用户接收到的订户查询来识别向特定订户提供特定服务的至少一个组件。 所述方法还包括识别所接收的演奏数据内的特定演奏数据。 特定性能数据可以与由至少一个组件提供的特定服务相关联。 该方法还包括基于特定的性能数据确定至少一个组件的性能状态。

    Method and system for failover capability for remote call center agents
    10.
    发明授权
    Method and system for failover capability for remote call center agents 有权
    用于远程呼叫中心代理的故障转移功能的方法和系统

    公开(公告)号：US07684555B2

    公开(公告)日：2010-03-23

    申请号：US11120051

    申请日：2005-05-02

    申请人： Michael E. Tasker ,  Michelle W. Ng ,  Yuan Cai ,  Satish B. Ananthanarayana

    发明人： Michael E. Tasker ,  Michelle W. Ng ,  Yuan Cai ,  Satish B. Ananthanarayana

    IPC分类号： H04M5/06

    CPC分类号： H04M3/5232 ,  H04M3/12 ,  H04M3/2272

    摘要： A method for providing fail-over capability in a local branch of a call center includes determining, by a local device, which of a plurality of phones are call center phones. The determination is based on a predetermined rule set. In an alternative embodiment, the method may also include determining, by the local device, which of the plurality of call center phones are available for receiving calls. This may include determining whether a “do not disturb” function of each respective call center phone is invoked, and in response, determining whether the call center phone is available. In addition, this method may involve placing, by the local device, each call center phone into a “do not disturb” mode if the call center phone does not answer a call sent to the call center phone.

    摘要翻译： 用于在呼叫中心的本地分支中提供故障转移能力的方法包括由本地设备确定多个电话中的哪一个是呼叫中心电话。 该确定基于预定规则集。 在替代实施例中，该方法还可以包括由本地设备确定多个呼叫中心电话中哪一个可用于接收呼叫。 这可以包括确定是否调用每个相应的呼叫中心电话的“不要打扰”功能，并且作为响应，确定呼叫中心电话是否可用。 此外，如果呼叫中心电话没有应答发送到呼叫中心电话的呼叫，则该方法可以涉及将本地设备将每个呼叫中​​心电话放入“不要打扰”模式。