公开(公告)号：US07206400B2

公开(公告)日：2007-04-17

申请号：US09997754

申请日：2001-11-30

申请人： Anthony J. Dezonno ,  Craig R. Shambaugh

发明人： Anthony J. Dezonno ,  Craig R. Shambaugh

IPC分类号： H04B1/10

CPC分类号： H04M3/5166

摘要： An automatic call distribution system is adapted to connect a telephone call of a caller to an agent station through a public switched telephone network (PSTN) where call information identifiers received from the PSTN are repopulated. The method includes the steps of receiving the incoming telephone from the PSTN, transferring the incoming call to a voice response unit (VRU), requesting, by the VRU, predetermined data from the caller, receiving, by the VRU, the requested predetermined data, repopulating a portion of the call information identifiers with repopulated data corresponding to the predetermined data, transferring the incoming telephone call back to the automatic call distribution system from the VRU along with the repopulated data retained within the call information identifiers, routing the transferred call to the agent station, displaying the repopulated data.

摘要翻译： 自动呼叫分配系统适于通过公共交换电话网（PSTN）将主叫方的电话呼叫连接到代理站，其中从PSTN接收到的呼叫信息标识符被重新填充。 该方法包括以下步骤：从PSTN接收输入的电话，将来话呼叫转移到语音应答单元（VRU），由VRU请求来自呼叫者的预定数据，由VRU接收所请求的预定数据， 用对应于预定数据的重新填充的数据重新填充呼叫信息标识符的一部分，将来自VRU的呼入电话呼叫与保留在呼叫信息标识符内的重新填充的数据一起传送到自动呼叫分配系统，将转移的呼叫路由到 代理站，显示重新填充的数据。

公开(公告)号：US08180043B2

公开(公告)日：2012-05-15

申请号：US11006151

申请日：2004-12-07

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam ,  Jeffrey D. Hodson ,  Mary Ellen Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam ,  Jeffrey D. Hodson ,  Mary Ellen Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

IPC分类号： H04M3/00

CPC分类号： H04M3/5232

摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

摘要翻译： 在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。 然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。 然后对分配给每个评估者中的属性的值进行比较。 然后将呼叫路由到通过比较选择的代理。

公开(公告)号：US07961867B2

公开(公告)日：2011-06-14

申请号：US10902621

申请日：2004-07-29

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam

IPC分类号： H04M3/00

CPC分类号： H04M3/51

摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.

摘要翻译： 提供了一种用于在计算系统内处理信息的方法和装置。 该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一 基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内 计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。

公开(公告)号：US06744879B1

公开(公告)日：2004-06-01

申请号：US09496639

申请日：2000-02-02

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M300

CPC分类号： H04M3/5232 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/523 ,  H04M7/12 ,  H04M15/00 ,  H04M2203/551 ,  H04M2242/22 ,  H04Q3/72

摘要： A method and apparatus are provided for processing calls in a transaction processing system using a plurality of transaction processing entities. The method includes the steps of determining an average profit generated by each entity of the plurality of entities for previously processed calls and assigning an entity of the plurality of entities with a highest relative profit to each new processed call.

摘要翻译： 提供了一种用于在使用多个事务处理实体的事务处理系统中处理呼叫的方法和装置。 该方法包括以下步骤：确定由多个实体中的每个实体生成的用于先前处理的呼叫的平均利润，并将具有最高相对利润的多个实体的实体分配给每个新处理的呼叫。

公开(公告)号：US06181366B2

公开(公告)日：2001-01-30

申请号：US08581482

申请日：1995-12-20

申请人： Anthony J. Dezonno ,  Paul E. Van Berkum

发明人： Anthony J. Dezonno ,  Paul E. Van Berkum

IPC分类号： H04M1100

CPC分类号： H04N7/141 ,  H04M3/51 ,  H04M3/5232

摘要： A video communications system 100, a video switching system 108 and method are provided for establishing video communications with a video communications device 104 utilizing the agent selection and reporting features of an automatic call distributor (ACD) 102. The ACD 102 receives an initial request from the video communications device 104 and rejects the initial request. A computer system 112 detects the initial request and acquires destination information in the initial request identifying the video communications device 104. The computer system 112 sends a simulated call to the ACD 102 requesting an agent for video communications. The ACD 102 selects an agent and notifies the computer system 112 which agent is selected. The computer system 112 then instructs an agent terminal 110 associated with the selected agent to establish video communications with the video communications device 104. The ACD 102 generates reports relating to the video communications.

摘要翻译： 提供视频通信系统100，视频切换系统108和方法，用于利用自动呼叫分配器（ACD）102的代理选择和报告特征来建立与视频通信设备104的视频通信.ACD 102从 视频通信设备104并且拒绝初始请求。 计算机系统112检测初始请求并在识别视频通信设备104的初始请求中获取目的地信息。计算机系统112向ACD 102发送模拟呼叫，请求代理进行视频通信。 ACD 102选择一个代理，并通知计算机系统112选择哪个代理。 然后，计算机系统112指示与所选择的代理相关联的代理终端110与视频通信设备104建立视频通信.ACD 102生成与视频通信有关的报告。

公开(公告)号：US5854832A

公开(公告)日：1998-12-29

申请号：US494898

申请日：1995-06-26

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/36 ,  H04M3/51 ,  H04M15/30 ,  H04M15/00 ,  H04M3/00

CPC分类号： H04M3/51 ,  H04M15/30 ,  H04M3/36

摘要： A monitoring system (200) and method for an automatic call distributor (100) which selectively interconnects an incoming telephone call from a caller and one of a plurality of agents are provided. The monitoring system (200) detects a length of time the agent is talking and a length of time the caller is talking during the incoming telephone call. Pauses in the incoming telephone call are timed, as is the length of time of the total incoming telephone call. The automatic call distributor (100) contains a first bus (204) on which voice signals from the agent to the caller are transmitted and a second bus (208) on which voice signals from the caller to the agent are transmitted. A digital signal processor (210) monitors the first and second busses (204) and (208) to detect voice signals from the agent and the caller, respectively. The detected information regarding the incoming telephone call is reported to the agent and/or supervisory personnel.

摘要翻译： 提供了一种用于自动呼叫分配器（100）的监视系统（200）和方法，该自动呼叫分配器选择性地将呼入电话和多个代理之一相互连接。 监视系统（200）检测代理人在进行通话的时间长度以及主叫方在进入电话呼叫期间正在通话的时间长短。 入局电话中的暂停与总拨入电话的时间长度相同。 自动呼叫分配器（100）包含第一总线（204），在该第一总线（204）上发送来自代理程序到呼叫者的语音信号，以及第二总线（208），其上发送来自主叫方的代理人的语音信号。 数字信号处理器（210）分别监视第一和第二总线（204）和（208）以检测代理和呼叫者的语音信号。 检测到的有关进入电话的信息被报告给代理人和/或监督人员。

公开(公告)号：US5712954A

公开(公告)日：1998-01-27

申请号：US518413

申请日：1995-08-23

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/40 ,  H04M3/51 ,  G10L3/02 ,  H04M3/50

CPC分类号： H04M3/51 ,  H04M3/40 ,  H04M3/5175

摘要： A system 200 and method for monitoring audio power level of speech of an agent in an automatic call distributor 100 is provided. The system 200 comprises an agent audio power circuit for detecting the audio power level of the agent's speech. The audio power circuit includes an agent maximum circuit 216 for comparing the detected audio power level to a predetermined maximum threshold power level. An agent minimum circuit 218 compares the detected audio power level to a predetermined minimum threshold power level. When the detected audio power level exceeds, or equals, the maximum threshold power level, or when the detected audio power level is less than, or equals, the minimum threshold power level, an appropriate message is displayed on an agent terminal 118 to "Speak Softer" or to "Speak Louder". An agent gain control 220 may be provided for automatically adjusting the audio power level of the agent's speech.

摘要翻译： 提供了一种用于监视自动呼叫分配器100中的代理的语音功率水平的系统200和方法。 系统200包括用于检测代理语音的音频功率电平的代理音频电源电路。 音频电源电路包括用于将检测到的音频功率电平与预定的最大阈值功率电平进行比较的代理最大电路216。 代理最小电路218将检测到的音频功率电平与预定的最小阈值功率电平进行比较。 当检测到的音频功率电平超过或等于最大阈值功率电平时，或者当检测到的音频功率电平小于或等于最小阈值功率电平时，在代理终端118上显示适当的消息以“说出 更柔和“或”大声说话“。 可以提供代理增益控制器220用于自动调整代理人语音的音频功率电平。

公开(公告)号：US07095840B2

公开(公告)日：2006-08-22

申请号：US10659809

申请日：2003-09-11

申请人： Anthony J. Dezonno ,  William R. Quayle

发明人： Anthony J. Dezonno ,  William R. Quayle

IPC分类号： H04M3/00

CPC分类号： H04M7/003 ,  H04L29/06 ,  H04L69/329 ,  H04M3/42195 ,  H04M3/48 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04Q2213/13072 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13377 ,  H04Q2213/13389 ,  Y10S379/90

摘要： A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).

摘要翻译： 方法和系统（100）通过诸如因特网（108）的计算机网络在计算机操作者（102）和企业的代理（104）之间建立语音通信。 使用操作员计算机（106），计算机操作员（102）经由定制的主页（200）查看因特网上的商业产品或服务的广告（108）。 当操作者（102）希望订购产品或询问有关产品的其他问题时，操作者（102）激活“呼叫我”按钮（210）。 然后，向操作员（102）提供返回呼叫屏幕（300），其中插入名称（302），电话号码（304）和呼叫时间（306）的区域。 该信息在通过因特网（108）发送到与业务相关联的电话交换系统（112）的呼叫请求中进行分组。 电话交换系统（112）随后拨打电话号码（304）（306）。 当操作员（102）应答操作员电话（120）时，电话交换系统（112）经由代理电话（118）将操作员（102）与代理（104）连接。 电话交换系统（112）可以由电话计算机（114）和自动呼叫分配器（116）组成。

公开(公告)号：US07010115B2

公开(公告)日：2006-03-07

申请号：US10078049

申请日：2002-02-19

申请人： Anthony J. Dezonno ,  William Fechalos

发明人： Anthony J. Dezonno ,  William Fechalos

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5158 ,  H04M3/36 ,  H04M3/5191 ,  H04M3/5232 ,  H04M3/5238 ,  H04M7/006

摘要： Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processing system. In an alternative embodiment, the method also includes finding a transaction processing entity that is available to process the customer contact and routing the customer contact to the found transaction processing entity. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that may allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

公开(公告)号：US20060023866A1

公开(公告)日：2006-02-02

申请号：US10900842

申请日：2004-07-28

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5183 ,  H04M2201/38 ,  H04M2201/42

摘要： A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a terminal of the agent; selecting a set of possible responses for use by the agent from a plurality of sets of possible responses that are appropriate to the detected state of the customer service contact and visually prompting the agent with the selected set of possible responses.

摘要翻译： 提供了一种方法和装置，用于在与客户端的客户服务联系期间提示自动联系人分配器的代理。 该方法包括以下步骤：通过代理的终端的操作来检测与客户端的客户服务联系的状态; 从适合于检测到的客户服务联系人的状态的多组可能的响应中选择一组可能的响应以供代理使用，并用所选择的一组可能的响应以可视方式提示该代理。