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公开(公告)号：US06922466B1
公开(公告)日：2005-07-26
申请号：US10090522
申请日：2002-03-04
申请人： Patrick Peterson , Bernhard Suhm , Yvette Tenney , Daniel McCarthy , Patrick McHugh , Peter Dick
发明人： Patrick Peterson , Bernhard Suhm , Yvette Tenney , Daniel McCarthy , Patrick McHugh , Peter Dick
CPC分类号： H04M3/5166 , H04M3/42221 , H04M3/5175 , H04M15/41 , H04M15/90 , H04M2215/016 , H04M2215/0164
摘要： A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.
摘要翻译： 用于评估自动呼叫路由系统的性能的系统被构造成使呼叫者通过包括交互式语音响应（IVR）部分的呼叫来呈现给自动呼叫路由系统，并且在呼叫者的选择下，呼叫者/代理对话 一部分。 该系统用于监视进入自动呼叫路由系统的呼叫并记录来自进入自动呼叫路由系统的呼叫中的端到端呼叫。 所记录的呼叫的事件序列被转录，包括发生在IVR部分和呼叫者/代理对话部分中的事件，以识别感兴趣的预定呼叫事件。 分析转录的呼叫以推断每个记录呼叫的完整事件序列。 根据分析，至少部分地基于主叫方在IVR部分期间获得的信息来对应于自动呼叫路由系统的成本效益和可用性来计算参数。
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12.发明授权Apparatus and method for logging events that occur when interacting with an automated call center system 有权记录与自动呼叫中心系统交互时发生的事件的装置和方法公开(公告)号：US06904143B1
公开(公告)日：2005-06-07
申请号：US10090395
申请日：2002-03-04
申请人： Patrick Peterson , Michael Decerbo
发明人： Patrick Peterson , Michael Decerbo
CPC分类号： H04M15/58 , H04M3/2218 , H04M3/42221 , H04M3/51 , H04M3/5166 , H04M3/5175 , H04M2215/0188
摘要： An apparatus for logging events that occur during a call to a call center includes an analysis unit and a memory unit. The analysis unit analyzes a recording of a complete call to the call center. The memory unit automatically records, in an event log, information about events that occurred during an interaction between the caller and an interactive voice response (IVR) program of an IVR system of the call center. The analysis unit is programmed with the IVR program's call flow, such that all possible paths the caller may take while interacting with the IVR program are known by the analysis unit. The event log logs events in sequential order and includes data on at least one of the following: a prompt made by the IVR system to the caller, a touch-tone entry made by the caller in response to the prompt, a verbal answer spoken by the caller in response to the prompt, a period of silence, termination of the call by the caller, and transfer of the call to a live agent.
摘要翻译： 用于记录在呼叫中心呼叫期间发生的事件的装置包括分析单元和存储单元。 分析单元分析对呼叫中心的完整呼叫的记录。 存储单元在事件日志中自动记录关于在呼叫者与呼叫中心的IVR系统的交互语音响应（IVR）程序之间的交互期间发生的事件的信息。 分析单元用IVR程序的呼叫流程编程，使得调用者在与IVR程序交互时可能采取的所有可能的路径是分析单元已知的。 事件日志按顺序记录事件，并且包括以下至少之一的数据：由IVR系统向呼叫者提供的提示，由呼叫者响应于提示而进行的按键音输入，由 呼叫者响应提示，静默期间，呼叫者终止呼叫，并将呼叫转移到实时代理。
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13.发明申请Compositions and methods for increased dynamic range detection of nucleic acids 审中-公开用于增加核酸动态范围检测的组合物和方法公开(公告)号：US20060246475A1
公开(公告)日：2006-11-02
申请号：US11338244
申请日：2006-01-23
申请人： Patrick Peterson , Hatim Allawi , Victor Lyamichev , Scott Law , Vecheslav Elagin , Jeff Hall
发明人： Patrick Peterson , Hatim Allawi , Victor Lyamichev , Scott Law , Vecheslav Elagin , Jeff Hall
CPC分类号： C12Q1/6816 , C12Q1/6818 , C12Q1/6827 , C12Q2561/109 , C12Q2537/143 , C12Q2527/143 , C12Q2525/204 , C12Q2525/161 , C12Q2525/301 , C12Q2565/1015
摘要： The present invention provides systems, methods and kits for increasing the dynamic range of detection of a target nucleic acid in a sample. In particular, the present invention provides methods and kits for increasing the dynamic range of detection of a target nucleic acid in a sample through the use of one or more probe oligonucleotides (e.g., analyte-specific probe oligonucleotides).
摘要翻译： 本发明提供用于增加样品中靶核酸的动态检测范围的系统，方法和试剂盒。 特别地，本发明提供了通过使用一种或多种探针寡核苷酸（例如分析物特异性探针寡核苷酸）增加样品中靶核酸的动态检测范围的方法和试剂盒。
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14.发明授权Apparatus and method for visually representing events in calls handled by an automated response system 失效用于在视觉上表示由自动响应系统处理的呼叫中的事件的装置和方法公开(公告)号：US06937705B1
公开(公告)日：2005-08-30
申请号：US10090546
申请日：2002-03-04
CPC分类号： H04M3/4936 , H04M3/2281 , H04M15/43
摘要： A system for visually representing call events in calls handled by an automated response system of a call processing center uses a recording of calls recorded from end to end. Events of interest that occurred during a recorded call are annotated and time stamped, and a call type of the call is determined. Time stamp data for predetermined significant events of the annotated events of interest is segregated, with the time stamp data providing timings for the predetermined significant events. The timings are tabulated by call type and bar graphs are prepared to illustrate the timings of the predetermined significant events for each call type.
摘要翻译： 用于在由呼叫处理中心的自动响应系统处理的呼叫中可视地表示呼叫事件的系统使用从端到端记录的呼叫的记录。 在记录的呼叫期间发生的兴趣事件被注释和时间戳，并且确定呼叫的呼叫类型。 时间戳数据用于预定重要事件的时间戳数据提供定时。 定时由呼叫类型列表，条形图准备说明每个呼叫类型的预定重要事件的定时。
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15.发明授权Apparatus and method for quantifying an automation benefit of an automated response system 有权用于量化自动化响应系统的自动化益处的装置和方法公开(公告)号：US06882723B1
公开(公告)日：2005-04-19
申请号：US10090205
申请日：2002-03-04
申请人： Patrick Peterson , Bernhard Suhm
发明人： Patrick Peterson , Bernhard Suhm
CPC分类号： H04M15/58 , G06Q10/0639 , H04M3/36 , H04M3/493 , H04M3/51 , H04M15/00 , H04M15/43 , H04M2215/0188
摘要： An automation benefit of an automated call processing center is quantified as saved agent-time by gathering event-sequence data for a plurality of calls received by the call processing center; calculating an amount of time a task would take if performed by an agent instead of by an automated unit, wherein the task is capable of being performed by the automated unit; examining the event-sequence data to determine whether the task, which is capable of being performed in the automated unit, actually was performed in the automated unit for the plurality of calls; determining an automation rate for the task by calculating what percentage of calls involving the task actually was performed by the automated unit; and calculating an automation benefit by multiplying the automation rate by an amount of agent-time saved by performing the task in the automated unit instead of by an agent, wherein the amount of agent-time saved corresponds to the amount of time the task would take if performed by an agent.
摘要翻译： 自动呼叫处理中心的自动化优点通过收集由呼叫处理中心接收的多个呼叫的事件序列数据而被定义为保存的代理时间; 计算由代理执行而不是由自动化单元执行的任务所需的时间量，其中所述任务能够由所述自动化单元执行; 检查事件序列数据以确定在自动化单元中能够执行的任务实际上是否在用于多个呼叫的自动化单元中执行; 通过计算实际由自动化单元执行涉及任务的呼叫的百分比来确定任务的自动化速率; 并且通过将自动化速率乘以通过在自动化单元中执行任务而不是由代理来保存的代理时间量来计算自动化获益，其中所保存代理时间的数量对应于任务所需的时间量 如果由代理执行。
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16.发明授权System and method for processing and collecting data from a call directed to a call center 有权用于处理和收集来自呼叫中心的呼叫的数据的系统和方法公开(公告)号：US06700972B1
公开(公告)日：2004-03-02
申请号：US09383056
申请日：1999-08-25
IPC分类号： H04M300
CPC分类号： H04M3/42102 , H04M3/42042 , H04M3/51 , H04M3/5166 , H04M3/527 , H04M2207/12 , H04M2242/22 , H04Q3/72
摘要： The present invention provides a method and system for processing and collecting, at a telephone network central office, information for a call directed to a call center prior to the call being received at the call center. A call is received for processing at a telephone network central office that is local to the call origination location. At the central office, a determination is made as to whether the destination number of the call is identified in a selected database. In response to the call destination number being identified in the selected database, the central office solicits the caller to provide requested information. An indication of the requested information received from the caller is included in a data packet associated with the telephone call before the call is transferred from the central office. The call, including the indication of the requested information, is routed to the call center. At the central office, it may be determined whether the call originated from a business telephone number or a residential telephone number to facilitate processing of the call. In response to the call originating from a business telephone number, a request may be included in the requested information for the caller to enter a telephone number for which the caller desires account service from the call center. The requested information may include a type of account service the caller desires from the call center.
摘要翻译： 本发明提供了一种用于在电话网络中心局处理和收集在呼叫中心接收呼叫之前针对呼叫中心的呼叫的信息的方法和系统。 接收呼叫以在呼叫发起地点本地的电话网络中心局进行处理。 在中央办公室，确定在所选择的数据库中是否识别呼叫的目的地号码。 响应于在所选择的数据库中识别的呼叫目的地号码，中心局请求呼叫者提供所请求的信息。 在从中心局传送呼叫之前，从呼叫者接收到的请求信息的指示被包括在与电话呼叫相关联的数据分组中。 包括所请求信息的指示的呼叫被路由到呼叫中心。 在中心局，可以确定呼叫是源自商务电话号码还是住宅电话号码，以便于处理呼叫。 响应于来自商务电话号码的呼叫，请求可以被包括在呼叫者的所请求的信息中，以从呼叫中心输入呼叫者希望帐户服务的电话号码。 所请求的信息可以包括呼叫者从呼叫中心想要的一种类型的帐户服务。
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公开(公告)号：US07092506B1
公开(公告)日：2006-08-15
申请号：US09845486
申请日：2001-04-30
CPC分类号： H04M3/5183 , H04M3/4936
摘要： A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (120), and be received by a system (100). The system (100) may include one or more of an automatic call distributor/private branch exchange (130), a voice response unit (140), and a computer telephone integration server (160), and possibly a data device (180). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (180). After listening to the caller's previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.
摘要翻译： 系统允许客户服务代理人接收并听取来自语音设备（110）的呼叫者的音频记录，并且因此准备在直接与他/她连接之前支持呼叫者。 来电可以起源于公共电话网络（120），并且由系统（100）接收。 系统（100）可以包括自动呼叫分配器/专用小交换机（130），语音应答单元（140）和计算机电话集成服务器（160）中的一个或多个，以及可能的数据设备（180）。 可以提示呼叫者提供关于电话呼叫的性质的音频消息。 在连接到呼叫者之前，服务代理可能可能通过数据设备（180）从呼叫者提供音频消息。 听完呼叫者以前记录的音频消息并准备协助呼叫者之后，代理和呼叫者可以直接连接在一起。
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18.发明授权Apparatus and method for visually representing behavior of a user of an automated response system 有权用于可视地表示自动应答系统的用户的行为的装置和方法公开(公告)号：US07039166B1
公开(公告)日：2006-05-02
申请号：US10090579
申请日：2002-03-04
申请人： Patrick Peterson , Bernhard Suhm , Barbara Freeman
发明人： Patrick Peterson , Bernhard Suhm , Barbara Freeman
IPC分类号： H04M11/00
CPC分类号： H04M3/493 , H04M3/5166
摘要： A system for visually representing user behavior within an interactive voice response (IVR) system of a call processing center generates a complete sequence of events within the IVR system for plural calls to the call processing center, the plurality of calls being recorded from end to end. A call flow of the IVR system is modeled as a non-deterministic finite-state machine, such that a start state of the finite-state machine represents a first prompt of the IVR system, other states of the finite-state machine represent subsequent prompts at which a branching occurs in the call flow of the IVR system, exit conditions are represented as end states, and transitions of the finite-state machine represent transitions between call flow states triggered by data inputted by a user or by internal processing of the IVR system. The complete sequences of events for the plural calls are provided to the finite-state machine to produce a two-way matrix of several counters. The data from the two-way matrix is represented as a state-transition diagram.
摘要翻译： 用于在呼叫处理中心的交互语音响应（IVR）系统中可视地表示用户行为的系统在IVR系统内生成用于多个呼叫到呼叫处理中心的完整的事件序列，多个呼叫是从一端到另一端记录的 。 IVR系统的呼叫流程被建模为非确定性有限状态机，使得有限状态机的起始状态表示IVR系统的第一个提示，有限状态机的其他状态表示随后的提示 在IVR系统的呼叫流程中出现分支，退出条件被表示为终端状态，有限状态机的转换表示由用户输入的数据触发的呼叫流动状态或IVR的内部处理之间的转换 系统。 将多个呼叫的完整事件序列提供给有限状态机以产生几个计数器的双向矩阵。 来自双向矩阵的数据被表示为状态转换图。
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19.发明申请Collecting, aggregating, and managing information relating to electronic messages 有权收集，汇总和管理有关电子信息的信息公开(公告)号：US20050193076A1
公开(公告)日：2005-09-01
申请号：US11062320
申请日：2005-02-17
摘要： A method and apparatus for managing information relating to electronic messages is provided. A first set of data related to one or more message senders is obtained from a first source, such as an email sever or email gateway. Each message sender has sent one or more electronic messages. A second set of data related to the one or more message senders is obtained from a second source. Message volume information that describes the messages sent by the one or more message senders for a period of time is determined based on the first set of data and the second set of data. The message volume information may be used to determine whether a particular message sent by a particular message sender is unsolicited. If a particular message is determined to be unsolicited, various actions may be performed on messages sent by the sender of the particular message.
摘要翻译： 提供了一种用于管理与电子消息有关的信息的方法和装置。 从第一来源（例如电子邮件服务器或电子邮件网关）获得与一个或多个消息发送者相关的第一组数据。 每个消息发送者已发送一个或多个电子消息。 从第二来源获得与一个或多个消息发送者有关的第二组数据。 基于第一组数据和第二组数据来确定描述由一个或多个消息发送者发送的一段时间的消息的消息量信息。 消息卷信息可以用于确定特定消息发送者发送的特定消息是否是主动请求。 如果特定消息被确定为主动请求，则可以对由特定消息的发送者发送的消息执行各种动作。
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20.发明授权Apparatus and method for analyzing routing of calls in an automated response system 有权用于分析自动响应系统中呼叫路由的装置和方法公开(公告)号：US06879685B1
公开(公告)日：2005-04-12
申请号：US10090210
申请日：2002-03-04
CPC分类号： H04M15/58 , G06Q10/0639 , H04M3/36 , H04M3/493 , H04M3/51 , H04M15/00 , H04M15/43 , H04M2203/555 , H04M2215/0188
摘要： A system for analyzing the performance of an interactive voice response (IVR) system operates to record from end to end plural calls from callers. For a plurality of calls, the system codes and annotates an agent-caller interaction, including a topic discussed during the interaction; detects a routing operation of the IVR system by detecting a sequence of events in the IVR system, with reference to a call-flow file that summarizes the call-flow model of the IVR system, for each call; and cross-tabulates routing information obtained from the detected sequence of events with results from the coded and annotated agent-caller interactions.
摘要翻译： 用于分析交互式语音响应（IVR）系统的性能的系统操作以从端到端记录来自呼叫者的多个呼叫。 对于多个呼叫，系统编码并注释代理 - 呼叫者交互，包括在交互期间讨论的主题; 通过检测IVR系统中的事件序列，参考对每个呼叫总结IVR系统的呼叫流模型的呼叫流文件来检测IVR系统的路由操作; 并且将从所检测的事件序列获得的路由信息与来自编码和注释的代理 - 呼叫者交互的结果进行交叉列表。
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