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    System and Method for Analysing Communications Streams
    141.
    发明申请
    System and Method for Analysing Communications Streams 有权
    分析通信流的系统和方法

    公开(公告)号：US20070217576A1

    公开(公告)日：2007-09-20

    申请号：US11565946

    申请日：2006-12-01

    Applicant: Christopher Blair

    Inventor： Christopher Blair

    IPC: H04M3/22 ,  H04M1/24

    CPC classification number: H04M3/51 ,  H04M3/42221 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/1058

    Abstract: Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user.

    Abstract translation: 提供了一种用于分析联络中心通信的系统和方法。 代表性系统包括第一计算机应用程序，其操作以重建通过联络中心的通信的进展，使得与通信的进展相对应的信息被呈现给用户。

    Method and system for call-setup triggered push content
    143.
    发明申请
    Method and system for call-setup triggered push content 审中-公开
    呼叫建立触发推送内容的方法和系统

    公开(公告)号：US20070047523A1

    公开(公告)日：2007-03-01

    申请号：US11443434

    申请日：2006-05-31

    Applicant: John Jiang

    Inventor： John Jiang

    IPC: H04L12/66

    CPC classification number: H04W76/15 ,  H04L67/26 ,  H04M3/02 ,  H04M3/2218 ,  H04M3/42017 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42093 ,  H04M3/42102 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42348 ,  H04M3/436 ,  H04M3/4878 ,  H04M3/493 ,  H04M3/5322 ,  H04M3/54 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2203/1008 ,  H04M2203/2044 ,  H04M2203/2072 ,  H04M2203/358 ,  H04M2203/553 ,  H04W4/00 ,  H04W4/12 ,  H04W92/02

    Abstract: The present invention provides a method for providing a call set-up triggered push content to at least one receiving party via a first telecommunication network. The method includes performing a call control function in response to a call set-up from a calling party to a called party. The call control function operates on at least one call parameter. The method further includes applying application logic based upon the at least one call parameter for determining the at least one receiving party and the corresponding push content details of the at least one receiving party, and delivering the push content specified by the push content details to the at least one receiving party. The method further addresses inter-working between operators when the calling and called parties are subscribers of different operators.

    Abstract translation: 本发明提供一种用于经由第一电信网络向至少一个接收方提供呼叫建立触发的推送内容的方法。 该方法包括响应于从呼叫方到被叫方的呼叫建立来执行呼叫控制功能。 呼叫控制功能至少运行一个呼叫参数。 所述方法还包括：基于所述至少一个呼叫参数应用应用逻辑以确定所述至少一个接收方的所述至少一个接收方和所述至少一个接收方的相应推送内容细节，以及将由所述推送内容细节指定的推送内容传送到 至少一个接收方。 当呼叫方和被叫方是不同运营商的用户时，该方法进一步解决了运营商之间的互操作。

    Graphical tool, system, and method for visualizing agent performance
    144.
    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。

    Virtual presence
    145.
    发明授权
    Virtual presence 失效

    公开(公告)号：US07120577B2

    公开(公告)日：2006-10-10

    申请号：US10339628

    申请日：2003-01-09

    Applicant: Howard Bubb

    Inventor： Howard Bubb

    IPC: G10L21/00

    CPC classification number: H04M7/006 ,  G10L15/26 ,  H04M1/2535 ,  H04M1/271 ,  H04M2201/36 ,  H04M2201/40 ,  H04M2203/2072

    Abstract: A system and terminal for facilitating a “virtual presence” allows users on a communication network to simply begin speaking through other users. A system immediately detects the destination party's name, and begins routing the audio signal to a particular destination without any noticeable call set-up. Additionally, the system performs pitch corrected speed control in order to allow the detection and processing of a speech pattern without causing delay to an end user.

    Telephony control system with intelligent call routing
    147.
    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
    149.
    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。

    Virtual presence
    150.
    发明申请
    Virtual presence 失效
    虚拟存在

    公开(公告)号：US20040204931A1

    公开(公告)日：2004-10-14

    申请号：US10339628

    申请日：2003-01-09

    Inventor： Howard Bubb

    IPC: G10L011/04

    CPC classification number: H04M7/006 ,  G10L15/26 ,  H04M1/2535 ,  H04M1/271 ,  H04M2201/36 ,  H04M2201/40 ,  H04M2203/2072

    Abstract: A system and terminal for facilitating a nullvirtual presencenull allows users on a communication network to simply begin speaking through other users. A system immediately detects the destination party's name, and begins routing the audio signal to a particular destination without any noticeable call set-up. Additionally, the system performs pitch corrected speed control in order to allow the detection and processing of a speech pattern without causing delay to an end user.

    Abstract translation: 用于促进“虚拟存在”的系统和终端允许通信网络上的用户简单地通过其他用户开始说话。 系统立即检测到目的方的名称，并开始将音频信号路由到特定目的地，而没有任何明显的呼叫建立。 此外，系统执行音调校正速度控制，以便允许对语音模式的检测和处理，而不会对最终用户造成延迟。

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