公开(公告)号：US20090323921A1

公开(公告)日：2009-12-31

申请号：US12490949

申请日：2009-06-24

Applicant: S. James P. SPOTTISWOODE ,  Zia CHISHTI

Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/551

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.

Abstract translation: 公开了系统和过程，用于基于结果变量的相似概率将呼叫者路由到联络中心中的代理。 示例性概率乘数过程包括确定用于结果变量（例如，销售）的一组代理的代理性能，以及确定一组呼叫者对结果变量（例如，倾向或统计购买机会）的呼叫者倾向。 呼叫者和代理人根据呼叫者的结果变量的相应代理性能和倾向进行匹配，例如匹配呼叫者和具有相似性能的结果变量的代理，例如将排名最高的呼叫者与最高排名的代理相匹配，最差 排名呼叫者排名最差的代理人，等等。 呼叫者和代理人的表现和倾向可以转换为百分位数排名，呼叫者和代理可以根据最接近的百分比排名匹配进行匹配。

公开(公告)号：US20090296909A1

公开(公告)日：2009-12-03

申请号：US12131732

申请日：2008-06-02

Applicant: Debbie A. Anglin ,  Howard H. Anglin ,  Nyralin N. Kline

Inventor： Debbie A. Anglin ,  Howard H. Anglin ,  Nyralin N. Kline

IPC: H04M3/42

CPC classification number: H04M3/56 ,  H04M2201/36 ,  H04M2203/2088 ,  H04M2203/5027

Abstract: A method, system, and computer program product for autonomously controlling caller access to a teleconference based on specified preferences of a moderator. Using preferences established by the moderator of a teleconference, a conference control system may grant or restrict access of participants of the teleconference. The conference control system may authorize callers of a teleconference based on the current agenda item being discussed or the amount of time a caller has been on the ongoing teleconference. When a specific caller is not authorized to be on a conversation, the conference control system may mute the conversation for a specific caller, or disconnect the caller. The conference control system may autonomously re-connect the caller when an authorized agenda item for the caller is being discussed.

Abstract translation: 一种方法，系统和计算机程序产品，用于根据主持人的指定偏好自主地控制对电话会议的呼叫者访问。 使用由电话会议的主持人建立的偏好，会议控制系统可以授予或限制电话会议参与者的访问。 会议控制系统可以基于正在讨论的当前议程项目或呼叫者在正在进行的电话会议的时间量来授权呼叫者电话会议。 当特定呼叫者没有被授权进行通话时，会议控制系统可能会使特定呼叫者的对话静音，或者断开主叫方的连接。 当正在讨论呼叫者的授权议程项目时，会议控制系统可以自主地重新连接呼叫者。

公开(公告)号：US20090290700A1

公开(公告)日：2009-11-26

申请号：US12524277

申请日：2008-01-25

Applicant: Toshiyuki Omiya

Inventor： Toshiyuki Omiya

IPC: H04M3/42

CPC classification number: G06Q10/06 ,  G06Q10/04 ,  G06Q30/02 ,  H04M3/5175 ,  H04M2201/12 ,  H04M2201/36

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract translation: 管理服务器10通过从交换机收集来存储关于呼叫量的过去记录数据，根据分段对从前记录数据进行分类：从一个月初开始的一个月的7天期间; 一周中的一天; 并且在一天中的预定时间段中，对于过去的预定术语，通过基于过去的记录数据获得具有作为目标变量的呼叫量的多元回归方程，通过对每一天的每一天执行多变量分析 并且根据多元回归方程计算由用户指定的术语中的呼叫量。

公开(公告)号：US20090271479A1

公开(公告)日：2009-10-29

申请号：US12107834

申请日：2008-04-23

Applicant: Josef Reisinger

Inventor： Josef Reisinger

IPC: G06F15/16

CPC classification number: G06Q10/00 ,  H04L12/1827 ,  H04M3/563 ,  H04M3/567 ,  H04M2201/36 ,  H04M2201/38

Abstract: A technique for providing presentation material in an on-going virtual meeting includes converting a real-world (RW) presentation into a virtual-world (VW) presentation. A media format of the VW presentation corresponds to a media format utilized by a target VW. The VW presentation is then stored in an RW media repository. The VW presentation is associated with an RW media uniform resource locator (URL). A VW screen control script is used to set a VW media URL associated with a VW screen parcel to the RW media URL. The VW presentation is then provided to participants of the VW meeting by accessing the RW media repository using the VW media URL.

Abstract translation: 用于在正在进行的虚拟会议中提供演示材料的技术包括将现实世界（RW）呈现转换成虚拟世界（VW）呈现。 VW演示的媒体格式对应于目标大众所使用的媒体格式。 然后，VW演示文稿存储在RW媒体库中。 大众演示文稿与RW媒体统一资源定位符（URL）相关联。 大众屏幕控制脚本用于将与VW屏幕包相关联的VW媒体URL设置为RW媒体URL。 然后，通过使用大众媒体URL访问RW媒体库，将VW演示文稿提供给大众会议的参与者。

公开(公告)号：US07609829B2

公开(公告)日：2009-10-27

申请号：US10803851

申请日：2004-03-17

Applicant: Sandy Chai-Jen Wang ,  Arumugam Appadurai ,  John Robert LaBarge ,  Margaret Ann Boothroyd ,  Cory Andrew Luellen ,  Mang Kang Yong ,  Leo K. Chiu

Inventor： Sandy Chai-Jen Wang ,  Arumugam Appadurai ,  John Robert LaBarge ,  Margaret Ann Boothroyd ,  Cory Andrew Luellen ,  Mang Kang Yong ,  Leo K. Chiu

IPC: H04M3/42 ,  H04M5/00

CPC classification number: H04M3/4936 ,  G10L15/26 ,  G10L15/30 ,  G10L2015/228 ,  H04M3/42059 ,  H04M3/4938 ,  H04M2201/36 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/355

Abstract: A voice application creation and deployment system includes a voice application server for creating and serving voice applications to clients over a communication network; at least one voice portal node having access to the communication network, the portal node for facilitating client interaction with the voice applications; and an inference engine executable from the application server. In a preferred embodiment the inference engine is called during one or more predetermined points of an ongoing voice interaction to decide whether an inference of client need can be made based on analysis of existing data related to the interaction during a pre-determined point in an active call flow of the served voice application, and if an inference is warranted, determines which inference dialog will be executed and inserted into the call flow.

Abstract translation: 语音应用创建和部署系统包括语音应用服务器，用于通过通信网络向客户端创建和提供语音应用; 至少一个具有访问通信网络的语音门户节点，门户节点，用于促进客户端与语音应用的交互; 以及可以从应用服务器执行的推理引擎。 在优选实施例中，推理机在正在进行的语音交互的一个或多个预定点被调用以决定是否可以基于活动中的预定点处的与交互相关的现有数据的分析来进行客户端需求的推断 呼叫所提供的语音应用的流程，并且如果推断是有必要的，则确定哪个推理对话将被执行并被插入到呼叫流中。

公开(公告)号：US07602889B2

公开(公告)日：2009-10-13

申请号：US11944576

申请日：2007-11-23

Applicant: James R. Lewis ,  Wallace J. Sadowski

Inventor： James R. Lewis ,  Wallace J. Sadowski

IPC: H04M11/06

CPC classification number: H04M3/493 ,  H04M3/36 ,  H04M3/53391 ,  H04M2201/36 ,  H04M2203/254

Abstract: A method, system and apparatus for dynamically alerting calling parties of menu structure changes in a telephone prompting system. In a telephone prompting system, a menu structure change alert method can include determining whether a menu structure change has occurred for the telephone prompting system in response to the receipt of an incoming call from a calling party. Subsequently, the calling party can be selectively alerted of the menu structure change. In this regard, an alert message can be played to the calling party.

Abstract translation: 一种用于在电话提示系统中动态地提醒主叫方菜单结构变化的方法，系统和装置。 在电话提示系统中，菜单结构改变警报方法可以包括响应于从呼叫方接收到来话确定电话提示系统是否发生菜单结构改变。 随后，主叫方可以选择性地提醒菜单结构的改变。 在这方面，可以向呼叫方播放警报消息。

公开(公告)号：US07587041B2

公开(公告)日：2009-09-08

申请号：US11565948

申请日：2006-12-01

Applicant: Christopher Douglas Blair

Inventor： Christopher Douglas Blair

IPC: H04M3/00 ,  H04M5/00

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 graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other.

Abstract translation: 提供了一种用于分析联络中心通信的系统和方法。 代表性系统包括可操作以显示对应于联络中心的通信的信息的图形用户界面，图形用户界面被配置为显示信息，使得通信的不同部分彼此在视觉上区分开。

公开(公告)号：US20090190746A1

公开(公告)日：2009-07-30

申请号：US12180382

申请日：2008-07-25

Applicant: Zia Chishti ,  Stuart J. Spottiswoode ,  Christopher W. Jones

Inventor： Zia Chishti ,  Stuart J. Spottiswoode ,  Christopher W. Jones

IPC: H04M3/00

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。

公开(公告)号：US20090161849A1

公开(公告)日：2009-06-25

申请号：US11959608

申请日：2007-12-19

Applicant: Thomas M. Minnich, JR. ,  Ted Alan Wrenn, JR.

Inventor： Thomas M. Minnich, JR. ,  Ted Alan Wrenn, JR.

IPC: H04M15/00

CPC classification number: H04M3/5175 ,  H04M3/42365 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract translation: 呼叫中心队列管理包括用于计算每个代理获得每个代理的呼叫完成数据的多个代理中的每一个的平均能力的方法。 呼叫完成数据用于计算每个代理的历史平均值。 历史平均值用于计算每个代理的平均能力。

公开(公告)号：US07532881B2

公开(公告)日：2009-05-12

申请号：US11253303

申请日：2005-10-19

Applicant: Jaime Narea ,  Seo Kab Sik

Inventor： Jaime Narea ,  Seo Kab Sik

IPC: H04M3/00

CPC classification number: H04M3/38 ,  H04M3/42348 ,  H04M3/42365 ,  H04M2201/36 ,  H04M2242/14

Abstract: Disclosed are an apparatus and a method for limiting a communication range of a fixed wireless terminal. The method comprises the steps of generating and radio-transmitting communication maintaining data through a transmitting unit in a fixed device; receiving, through a receiving unit of a mobile device, the communication maintaining data transmitted from the fixed device, and judging by a receiving processor whether or not the inputted communication maintaining data corresponds to that stored in the receiving processor; outputting a communication permitting signal from the receiving processor to a CPU when the inputted communication maintaining data corresponds to that stored in the receiving processor, to maintain communication; and outputting a communication forbidding signal from the receiving processor to the CPU when the inputted communication maintaining data does not correspond to that stored in the receiving processor, to interrupt communication.

Abstract translation: 公开了一种用于限制固定无线终端的通信范围的装置和方法。 该方法包括以下步骤：通过固定设备中的发送单元产生和无线电发送维护数据的通信; 通过移动设备的接收单元接收从固定设备发送的通信维护数据，并由接收处理器判断输入的通信维护数据是否对应于接收处理器中存储的通信维护数据; 当输入的通信维护数据对应于存储在接收处理器中的通信维护数据时，将来自接收处理器的通信允许信号输出到CPU，以保持通信; 以及当输入的通信维护数据与存储在接收处理器中的通信维护数据不对应时，将来自接收处理器的通信禁止信号输出到CPU中断通信。