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    Graphical tool, system, and method for visualizing agent performance
    101.
    发明申请
    Graphical tool, system, and method for visualizing agent performance 审中-公开
    用于可视化代理性能的图形工具，系统和方法

    公开(公告)号：US20060233349A1

    公开(公告)日：2006-10-19

    申请号：US11115846

    申请日：2005-04-26

    Applicant: Kim Cooper

    Inventor： Kim Cooper

    IPC: H04M3/00

    CPC classification number: H04M3/5175 ,  H04M2201/12 ,  H04M2201/36

    Abstract: An embodiment of a computer-implemented user-interface includes a display of performance metrics indicative of a performance level of a contact center agent, a display of at least one performance threshold, the performance level of the agent being displayed in relation to the performance threshold, and a visual indication of the performance threshold being associated with at least one contribution level of the contact center agent to a contact center. In some embodiments, the display of the performance metrics and the display of the performance threshold are in the form of at least one graphical performance gauge.

    Abstract translation: 计算机实现的用户界面的实施例包括指示联络中心代理的性能级别的性能度量的显示，至少一个性能阈值的显示，所显示的代理的性能水平相对于性能阈值 以及与联络中心代理至少一个贡献级别与联络中心相关联的性能阈值的可视指示。 在一些实施例中，性能度量的显示和性能阈值的显示是至少一个图形性能量表的形式。

    Telephony control system with intelligent call routing
    102.
    发明授权
    Telephony control system with intelligent call routing 有权
    具有智能呼叫路由的电话控制系统

    公开(公告)号：US07023979B1

    公开(公告)日：2006-04-04

    申请号：US10385389

    申请日：2003-03-07

    Applicant: Wai Wu ,  Toby Heller ,  Steven M. Hoffberg

    Inventor： Wai Wu ,  Toby Heller ,  Steven M. Hoffberg

    IPC: H04M3/00 ,  H04M5/00

    CPC classification number: H04M3/5233 ,  H04M2201/12 ,  H04M2201/36

    Abstract: A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.

    Abstract translation: 一种通信管理系统，包括用于接收通信分类的输入; 关于通信分类的技能权重数据库; 代理技能分数据库; 以及处理器，用于相对于所接收的通信分类来计算最佳代理选择，所述处理器直接控制表示所接收呼叫的信息的路由。

    Retrieval of data related to a call center
    103.
    发明申请
    Retrieval of data related to a call center 有权
    检索与呼叫中心有关的数据

    公开(公告)号：US20040252822A1

    公开(公告)日：2004-12-16

    申请号：US10882657

    申请日：2004-07-02

    Inventor： Steven W. Statham ,  Ronald A. Medo

    IPC: H04M007/00 ,  H04M003/00 ,  H04M005/00

    CPC classification number: H04M3/22 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/5175 ,  H04M3/5237 ,  H04M3/53325 ,  H04M2201/12 ,  H04M2201/36

    Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

    Abstract translation: 近来，通信服务提供商能够为大型企业提供在多个地理上分散的呼叫中心之间共享呼叫中心运营的能力。 特别地，已经开发了网络驻留呼叫处理技术，用于执行通信网络内的每个入站呼叫的一些处理和排队，即在呼叫转发到特定呼叫中心的ACD之前。 然而，通过将呼叫中心操作的一部分外包给基于网络的呼叫路由系统，呼叫中心不再能够维持直接控制，并且通常不能直接访问诸如关于呼叫的呼叫的信息 网络或其他呼叫中心。 因此，提供了允许实体获取关于网络或其他呼叫中心内的呼叫的信息的接口。

    MOBILE ORIGINATOR CALL CONTROL
    104.
    发明申请
    MOBILE ORIGINATOR CALL CONTROL 有权
    移动电话呼叫控制

    公开(公告)号：US20030202642A1

    公开(公告)日：2003-10-30

    申请号：US10133870

    申请日：2002-04-26

    Inventor： Jill C. Wheeler ,  Peter J. Armbruster ,  Bradley R. Schaefer

    IPC: H04M011/00

    CPC classification number: H04M1/274575 ,  H04L51/04 ,  H04M1/274508 ,  H04M1/72519 ,  H04M3/424 ,  H04M3/5322 ,  H04M7/12 ,  H04M2201/12 ,  H04M2203/658 ,  H04M2207/206

    Abstract: An originating party (10) places a call through an originating party called control (30), through a network (40), through a terminating party call control (50) to a terminating subscriber (22). For an inability to complete the connection from the originating subscriber to the terminating subscriber, control is returned from the terminating party call control through network (40) to the call control logic (31) of the originating party call control (30) or directly to the originating subscriber (10).

    Abstract translation: 始发方（10）通过网络（40）通过终端用户（22）通过终端方呼叫控制（50）通过称为控制（30）的发起方发起呼叫。 为了无法完成从始发用户到终止用户的连接，通过网络（40）从终端方呼叫控制返回到始发方呼叫控制（30）的呼叫控制逻辑（31）或者直接到 发起订户（10）。

    Mobile originator call control
    105.
    发明授权
    Mobile originator call control 有权
    移动发起者呼叫控制

    公开(公告)号：US06639973B1

    公开(公告)日：2003-10-28

    申请号：US10133870

    申请日：2002-04-26

    Applicant: Jill C. Wheeler ,  Peter J. Armbruster ,  Bradley R. Schaefer

    Inventor： Jill C. Wheeler ,  Peter J. Armbruster ,  Bradley R. Schaefer

    IPC: H04M164

    CPC classification number: H04M1/274575 ,  H04L51/04 ,  H04M1/274508 ,  H04M1/72519 ,  H04M3/424 ,  H04M3/5322 ,  H04M7/12 ,  H04M2201/12 ,  H04M2203/658 ,  H04M2207/206

    Abstract: An originating party (10) places a call through an originating party called control (30), through a network (40), through a terminating party call control (50) to a terminating subscriber (22). For an inability to complete the connection from the originating subscriber to the terminating subscriber, control is returned from the terminating party call control through network (40) to the call control logic (31) of the originating party call control (30) or directly to the originating subscriber (10).

    Abstract translation: 始发方（10）通过网络（40）通过终端用户（22）通过终端方呼叫控制（50）通过称为控制（30）的发起方发起呼叫。 为了无法完成从始发用户到终止用户的连接，通过网络（40）从终端方呼叫控制返回到始发方呼叫控制（30）的呼叫控制逻辑（31）或者直接到 发起订户（10）。

    International universal call progress analysis system
    106.
    发明申请
    International universal call progress analysis system 失效
    国际通用呼叫进度分析系统

    公开(公告)号：US20020031205A1

    公开(公告)日：2002-03-14

    申请号：US09761975

    申请日：2001-01-17

    Inventor： Kevin C. Kicklighter ,  Franz Weller

    IPC: H04M001/24

    CPC classification number: H04M3/005 ,  H04M2201/12

    Abstract: A call progress analysis system is provided which is generic to any telecommunications system with which it is used due to configurable detection parameters. A signal on a channel of the telecommunications system is detected in intervals of changing frequency composition and compared to stored pattern descriptors, each of which defines a different call progress signal. In an alternative embodiment of the invention, a frequency mask is computed that is specific to a user-defined call progress analysis class. This frequency mask is used to make the DSP receiver ignore frequencies that are not part of any call progress pattern in a particular class. The frequency mask can be used in a frequency detection mode or an energy detection mode. In either mode, the detector can be customized for each channel.

    Abstract translation: 提供了一种呼叫进程分析系统，该系统由于可配置的检测参数而与其所使用的任何电信系统通用。 在改变频率组合的间隔中检测电信系统的信道上的信号，并与存储的模式描述符进行比较，每个模式描述符定义不同的呼叫进程信号。 在本发明的替代实施例中，计算特定于用户定义的呼叫进程分析类的频率掩码。 该频率掩码用于使DSP接收器忽略不属于特定类中任何呼叫进程模式的一部分的频率。 频率掩模可用于频率检测模式或能量检测模式。 在任一模式下，可以为每个通道定制检测器。

    System and method for limiting call velocity attempts in a public switched telephone network
    107.
    发明授权
    System and method for limiting call velocity attempts in a public switched telephone network 失效
    用于限制公共交换电话网络中的呼叫速度尝试的系统和方法

    公开(公告)号：US5956393A

    公开(公告)日：1999-09-21

    申请号：US772257

    申请日：1996-12-23

    Applicant: Michael Tessler ,  Pierre Belzile ,  Charles Meubus

    Inventor： Michael Tessler ,  Pierre Belzile ,  Charles Meubus

    IPC: H04M3/36 ,  H04M3/38 ,  H04Q3/00 ,  H04Q11/04 ,  H04M3/00 ,  H04M15/00

    CPC classification number: H04M15/47 ,  H04M3/36 ,  H04M3/38 ,  H04Q11/0442 ,  H04Q3/0091 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2215/0148

    Abstract: The present invention relates to a system and a method for limiting call velocity attempts in the public switched telephone network. A central office of the network is provided with a program element that examines all the physical channels from respective customer premises equipments (CPE). The program element counts the number of times each CPE goes off-hook within a given period of time. This condition is interpreted as an attempt to establish a call through the telephone network. If the number of attempts exceeds a threshold, the physical channel is de-activated for a predetermined time period. De-activation means that call establishment over that channel is negated for all possible destinations. This can be implemented by preventing establishment of dial tone. In a variant, selective de-activation is effected. More specifically, the program element in the central office examines the digits dialed at the CPE and authorizes call establishment only when certain specific destinations are attempted to be reached, such as emergency services (9-1-1 calls, for example). For all other destinations call establishment is denied or delayed. The present invention is particularly useful in controlling repetitive dialing that may overload the telephone network.

    Abstract translation: 本发明涉及一种用于限制公共交换电话网络中的呼叫速度尝试的系统和方法。 网络的中心局设有一个程序元素，用于检查来自各个客户驻地设备（CPE）的所有物理信道。 程序元素计算每个CPE在给定时间段内摘机的次数。 该条件被解释为通过电话网络建立呼叫的尝试。 如果尝试次数超过阈值，则物理信道在预定时间段内被去激活。 去激活意味着通过该通道的呼叫建立对于所有可能的目的地被否定。 这可以通过防止拨号音的建立来实现。 在一个变体中，进行选择性去激活。 更具体地说，中央局的程序元件检查在CPE处拨打的数字，并且只有在试图达到某些特定目的地（例如紧急服务（例如9-1-1呼叫））时授权呼叫建立。 对于所有其他目的地，呼叫机构被拒绝或延迟。 本发明在控制可能使电话网络过载的重复拨号中特别有用。

    System and method of preventing fraudulent call transfers in a radio telecommunications network
    108.
    发明授权
    System and method of preventing fraudulent call transfers in a radio telecommunications network 失效
    防止无线电通信网络中的欺诈性呼叫转移的系统和方法

    公开(公告)号：US5903831A

    公开(公告)日：1999-05-11

    申请号：US660869

    申请日：1996-06-07

    Applicant: George Foti

    Inventor： George Foti

    IPC: H04M3/36 ,  H04M3/38 ,  H04M3/54 ,  H04M15/00 ,  H04W12/00 ,  H04Q7/20

    CPC classification number: H04W12/12 ,  H04M15/00 ,  H04M3/54 ,  H04M2201/12 ,  H04M2207/18 ,  H04M3/36 ,  H04M3/38

    Abstract: A system and method in a radio telecommunications network for preventing fraudulent call transfers by selectively restricting or disabling a call transfer immediate (CTR) feature is disclosed. The system includes a database of subscriber information which includes information relating to each subscriber's activated features and transfer-to numbers. The system also includes feature logic connected to the database for performing functions related to the activated features and for denying services related to features tat are not activated. CTR-disable logic is connected to the database and to the feature logic for selectively restricting or disabling the CTR feature when conditions indicative of fraudulent usage are detected. The method restricts or disables the CTR feature if the number of CTR call transfer requests exceeds a threshold number of requests within a predetermined time period. The method may also restrict or disable the CTR feature if the transfer-to telephone number included in the CTR call transfer request is not on a List of approved transfer-to telephone numbers. The CTR-disable logic may also restrict or disable the CTR feature if any two successive transfer requests occur too rapidly.

    Abstract translation: 公开了一种用于通过选择性地限制或禁用呼叫转移即时（CTR）特征来防止欺诈性呼叫转移的无线电电信网络中的系统和方法。 该系统包括用户信息的数据库，其包括与每个用户的激活特征和转移号码有关的信息。 该系统还包括连接到数据库的功能逻辑，用于执行与激活的特征相关的功能，并且拒绝与特征相关的服务尚未被激活。 当检测到表示欺诈性使用的条件时，CTR禁用逻辑被连接到数据库和功能逻辑，用于选择性地限制或禁用CTR特征。 如果CTR呼叫转移请求的数量在预定时间段内超过阈值数量的请求，则该方法限制或禁用CTR特征。 如果包括在CTR呼叫转移请求中的转移到电话号码不在经批准的转移到电话号码的列表上，则该方法还可以限制或禁用CTR特征。 如果任何两个连续传输请求发生得太快，CTR禁用逻辑也可能会限制或禁用CTR功能。

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