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公开(公告)号：US20060023868A1
公开(公告)日：2006-02-02
申请号：US10902621
申请日：2004-07-29
申请人： Anthony Dezonno , Roger Sumner , Sandy Biggam
发明人： Anthony Dezonno , Roger Sumner , Sandy Biggam
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。
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公开(公告)号：US20050238162A1
公开(公告)日：2005-10-27
申请号：US10831993
申请日：2004-04-26
申请人： Anthony Dezonno
发明人： Anthony Dezonno
CPC分类号： H04M3/5133 , H04M7/006 , H04M2203/6018
摘要： A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
摘要翻译： 提供了一种用于在自动接触分配器系统内处理与客户端的呼叫的方法和装置。 该方法包括以下步骤：在自动联系人分配器系统的代理的终端内提供用户代理应用，该用户代理应用用作用于交换SIP命令的接口，并且在代理的终端内提供控制多个呼叫的代理状态机 客户端与代理状态机不同于用户代理应用程序的代理之间的呼叫连接状态。 该方法还包括以下步骤：由用户代理应用从自动联系人分配系统的自动联系人分配器接收SIP INVITE，该自动联系人分配系统将呼叫从自动联系人分配器传送到代理，并描述呼叫的多个状态的状态 在基于状态机的逻辑状态的终端的显示器上。
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公开(公告)号：US20050021529A1
公开(公告)日：2005-01-27
申请号：US10624223
申请日：2003-07-22
申请人： Jeff Hodson , Anthony Dezonno , Mary Moser
发明人： Jeff Hodson , Anthony Dezonno , Mary Moser
CPC分类号： H04M3/5191 , H04M3/5175
摘要： A method and apparatus are provided for compiling performance reports in a contact center serving a plurality of clients through the Internet using a plurality of agents. The method includes the steps of opening a transaction file for saving information about Internet exchanges between an agent of the plurality of agents and a client of the plurality of clients and measuring indicia of activity for the Internet exchanges between the agent and client. The method further includes the steps of adding the measured indicia of activity to the transaction file and compiling a report based upon the transaction file.
摘要翻译： 提供了一种方法和装置，用于通过使用多个代理通过互联网在多个客户端服务的联络中心中编译性能报告。 该方法包括以下步骤：打开交易文件以保存关于多个代理的代理和多个客户端的客户端之间的互联网交换的信息，并且测量代理和客户端之间的因特网交换的活动标记。 该方法还包括以下步骤：将测量的活动标记添加到交易文件中，并基于交易文件编译报告。
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公开(公告)号：US06842515B2
公开(公告)日：2005-01-11
申请号：US09879423
申请日：2001-06-12
申请人： Ole J. Mengshoel , Ken Fertig , Kurt Sunderman , Anthony Dezonno
发明人： Ole J. Mengshoel , Ken Fertig , Kurt Sunderman , Anthony Dezonno
CPC分类号： H04M3/5237 , H04M3/5232 , H04M3/5233
摘要： A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.
摘要翻译： 提供了一种用于在具有一个或多个主站点，多个卫星站点和位于多个卫星站点的每个卫星站点处的至少一些代理的自动呼叫分配系统中分配呼叫的方法和装置。 该方法包括以下步骤：在自动呼叫分配系统的主站点处检测呼叫，确定呼叫的呼叫类型，并同时测量与目标占用的偏差，以处理所确定的呼叫类型对于每个代理的呼叫类型 至少有一些代理位于每个卫星站点。 该方法还包括以下步骤：基于测量的偏差识别具有最大的相对不足利用率或最小相对过度利用的代理，并将呼叫从主站点传送到多个卫星站点中的所识别的卫星站点的卫星站点 代理位于。
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公开(公告)号：USRE43205E1
公开(公告)日：2012-02-21
申请号：US11484829
申请日：2006-07-11
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US07363588B2
公开(公告)日：2008-04-22
申请号：US10285868
申请日：2002-11-01
申请人： Nayel Saleh , Mark Powers , Mike Peters , Jeff Hodson , Craig Shambaugh , David Funck , Eric James , Joseph Bloom , Dave Mosquera , Anthony Dezonno
发明人： Nayel Saleh , Mark Powers , Mike Peters , Jeff Hodson , Craig Shambaugh , David Funck , Eric James , Joseph Bloom , Dave Mosquera , Anthony Dezonno
CPC分类号： G06F17/227 , G06F17/30569 , G06F17/30905
摘要： A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.
摘要翻译： 描述了一种方法和装置，用于以基本上由多个用户的雇主控制的预定格式为多个用户提供图形用户界面。 该方法包括以下步骤：在所述多个用户之间设置代理服务器和由所述多个用户中的至少一个用户使用的信息资源，以及在由所述用户的雇主基本控制的所述预定格式与预定格式之间交换的信息 的信息资源。
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公开(公告)号：US20060248002A1
公开(公告)日：2006-11-02
申请号：US11117662
申请日：2005-04-28
申请人： Roger Summer , Anthony Dezonno , Jeff Hodson , Sandy Biggam , Michael Sheridan , Mike Hollatz , Dave Wesen
发明人： Roger Summer , Anthony Dezonno , Jeff Hodson , Sandy Biggam , Michael Sheridan , Mike Hollatz , Dave Wesen
CPC分类号： G06Q10/00 , G06Q40/025
摘要： An improved system and method for routing transactions based on business strategy and the ability to identify how the router selection outcomes meet the objectives of a business strategy. First, identifying business strategies along with key performance indicators (KPI) values. Then associating one or more objectives with one or more strategies on key performance indicators. The next step converts the objectives into routing rules which are sent to a routing engine and the transaction is routed.
摘要翻译： 一种改进的基于业务策略路由事务的系统和方法，以及识别路由选择结果如何满足业务战略目标的能力。 首先，确定业务战略以及关键绩效指标（KPI）值。 然后将一个或多个目标与关键绩效指标的一个或多个策略相关联。 下一步将目标转换为发送到路由引擎并且事务被路由的路由规则。
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公开(公告)号：US20060143116A1
公开(公告)日：2006-06-29
申请号：US11022742
申请日：2004-12-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： G06Q10/06375 , G06Q10/0637 , G06Q10/06393 , G06Q10/10 , G06Q20/207 , G06Q30/018 , H04M3/5175 , H04M3/5232 , H04M2203/402
摘要： A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.
摘要翻译： 提供了一种业务方法和系统，用于使用业务策略和策略信息报告路由交易。 在一个实施例中，提供了联络中心评估器，路由规则引擎和业务规则评估器。 信息可以从联络中心和业务系统的业务规则评估者输入到联络中心评估者。 此外，提供路由引擎，并且基于业务信息和为呼叫或交易路由选择而做出报告而生成报告。
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公开(公告)号：US20060117098A1
公开(公告)日：2006-06-01
申请号：US10999445
申请日：2004-11-30
申请人： Anthony Dezonno , Mike Hollatz , Michael Peters
发明人： Anthony Dezonno , Mike Hollatz , Michael Peters
IPC分类号： G06F15/16 , G06F15/173
CPC分类号： H04M3/5191 , H04L29/06027 , H04L65/1006 , H04L65/103 , H04L65/104 , H04L65/1096 , H04L65/4007 , H04M3/523
摘要： A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.
摘要翻译： 提供了一种用于处理与组织的客户端的联系的方法和装置。 该方法包括以下步骤：通过以第一通信格式操作的第一通信信道检测与客户端的联系的组织的联系处理资源，所述联系人处理资源基于与客户端的联系产生信息请求，传送信息 请求到组织的媒体服务器，媒体服务器通过以第二通信格式操作的第二通信信道向客户端发送信息响应。
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20.发明申请公开(公告)号：US20060104213A1
公开(公告)日：2006-05-18
申请号：US10991757
申请日：2004-11-18
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04L41/00 , H04L41/142 , H04L41/145 , H04L41/147
摘要： The method for and system or apparatus for forecasting future communication transaction traffic from a customer include the steps of or structure for: collecting communication channel data on at least first and second communication channels; performing a numeric transformation to the data; calculating a discrete choice probability for each communication channel; and forecasting future period usage values for a user on a communication channel.
摘要翻译： 用于预测来自客户的未来通信交易业务的方法和系统或装置包括以下步骤或结构：在至少第一和第二通信信道上收集通信信道数据; 对数据执行数字转换; 计算每个通信信道的离散选择概率; 并且在通信信道上预测用户的未来期间使用值。
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