公开(公告)号：US20020087648A1

公开(公告)日：2002-07-04

申请号：US10079328

申请日：2002-02-19

Inventor： Yevgeniy Petrovykh

IPC: G06F015/16

CPC classification number: H04L45/00 ,  G06Q10/107 ,  H04L45/306 ,  H04L45/308 ,  H04L51/14 ,  H04L51/26 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5307 ,  H04M7/0054 ,  H04M2201/50 ,  H04M2242/22 ,  H04N7/148

Abstract: A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

Abstract translation: 公开了一种用于在通信中心网络中的代理级别路由之前根据事件重要性来处理传入网络事件的预路由软件系统。 该系统包括用于接收传入事件的至少一个网络接口，用于解析电子消息和文档的解析引擎，用于实现与所连接的路由，排队和自动响应系统的通信的至少一个通信接口， 治疗收到的事件。 在优选应用中，根据规则集解析传入网络事件，并且根据规则集对每个事件进行预处理的确定。 在一些实施例中，系统与一个或多个虚拟的基于优先级的排队系统结合使用。

公开(公告)号：US06404747B1

公开(公告)日：2002-06-11

申请号：US09088640

申请日：1998-06-02

Applicant: Alfred E. Berry ,  Allan M. Chang ,  Rich Hamm ,  Rick Maiden ,  Sandra Milstead ,  John Mitchell ,  Bajinder Singh

Inventor： Alfred E. Berry ,  Allan M. Chang ,  Rich Hamm ,  Rick Maiden ,  Sandra Milstead ,  John Mitchell ,  Bajinder Singh

IPC: H04L1216

CPC classification number: H04M3/51 ,  H04M3/567 ,  H04M3/58 ,  H04M2201/50

Abstract: A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both audio and video capabilities. The VMMCC extends traditional call center capabilities into the video and collaborative data domain. An organization using the VMMCC is able to provide a more personal and feature rich interface for both their customer service representatives and their end customers. Call center agents are able to communicate visually with customers at any location where the organization supports an endpoint. The agent and the customer have the added benefit of sharing data applications which provides the customer with a level of empowerment and understanding of the organization's operation that cannot be appreciated over a standard audio interface. Customers are able to see how their information is truly being represented by the agent. More complex transactions such as mortgage/loan origination interviews, customer help lines, and others are easier for the customer to understand with the ability to see the information unfolding. Errors in information collection are more readily identified through share applications than in traditional audio call centers.

Abstract translation: 通过ACD（自动呼叫分配）环境中的PBX（专用交换机，也称为交换机）进行多点接入的视频多媒体呼叫中心（VMMCC）具有音频和视频功能。 VMMCC将传统的呼叫中心功能扩展到视频和协作数据域。 使用VMMCC的组织能够为其客户服务代表和最终客户提供更个性化和功能丰富的界面。 呼叫中心代理能够在组织支持端点的任何位置与客户进行视觉交流。 代理商和客户具有共享数据应用程序的附加优势，为客户提供了对组织操作的授权和了解，这些标准无法通过标准音频接口了解。 客户能够看到他们的信息如何真正被代理人所代表。 更复杂的交易，如抵押贷款/贷款发起面试，客户帮助系列和其他信息，让客户更容易理解，以了解信息的展开情况。 通过共享应用程序更容易识别信息收集中的错误，而不是传统的音频呼叫中心。

公开(公告)号：US20020052183A1

公开(公告)日：2002-05-02

申请号：US10027643

申请日：2001-12-20

Applicant: SONY CORPORATION

Inventor： Mario Tokoro

IPC: H04M003/42

CPC classification number: H04M1/7253 ,  G08C23/04 ,  H04L29/06027 ,  H04L29/12094 ,  H04L61/1529 ,  H04L63/08 ,  H04L63/0892 ,  H04L63/10 ,  H04L63/101 ,  H04L63/18 ,  H04L65/1026 ,  H04L65/1036 ,  H04L65/1083 ,  H04L67/04 ,  H04L67/14 ,  H04M3/567 ,  H04M7/0027 ,  H04M2201/50 ,  H04N7/142 ,  H04N7/148 ,  H04W8/26 ,  H04W12/08 ,  H04W76/15 ,  H04W80/00 ,  H04W88/06

Abstract: When a line for communication of audio signals between first and second portable-telephone devices through a first portable-telephone base station, a second portable-telephone base station and a portable-telephone line network has been connected, IP addresses are exchanged. The IP addresses are required for communicating image data by first and second terminal adapters associated with the first and second portable-telephone devices respectively through an OCN. Image data is then transmitted to the IP addresses received in the communication through the OCN. To put it concretely, an image of the user of the first portable-telephone device is transmitted by the first terminal adapter through the OCN to the IP address of the second terminal adapter to be displayed by a second television receiver associated with the second terminal adapter. By the same token, an image of the user of the second portable-telephone device is transmitted by the second terminal adapter through the OCN to the IP address of the first terminal adapter to be displayed by a first television receiver associated with the first terminal adapter. Thus, by merely taking a portable-telephone device to a place like a store selling home electrical appliances including a television

Abstract translation: 当通过第一便携式电话基站，第二便携式电话基站和便携式电话线路网络连接第一和第二便携式电话设备之间的音频信号的线路时，交换IP地址。 需要IP地址来分别通过OCN与第一和第二便携式电话设备相关联的第一和第二终端适配器通信图像数据。 然后，图像数据通过OCN发送到通信中接收到的IP地址。 具体地说，第一便携式电话设备的用户的图像由第一终端适配器通过OCN发送到第二终端适配器的IP地址，以由与第二终端适配器相关联的第二电视接收机显示 。 同样，第二便携式电话设备的用户的图像由第二终端适配器通过OCN发送到第一终端适配器的IP地址，以由与第一终端适配器相关联的第一电视接收机显示 。 因此，通过仅将便携式电话设备带到诸如出售包括电视在内的家用电器的商店的地方

公开(公告)号：US20010000458A1

公开(公告)日：2001-04-26

申请号：US09730416

申请日：2000-12-04

Inventor： Yuri Shtivelman ,  Nikolay A. Anisimov ,  Gregory Pogossians ,  Vladimir N. Deryugin ,  Dmytro G. Balkin ,  Luben Gueorguiev Stoilov

IPC: H04L012/28

CPC classification number: H04L29/06 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5235 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/12 ,  H04M2201/50 ,  H04M2207/12 ,  H04Q3/62

Abstract: A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

Abstract translation: 用于估计队列中的呼叫的呼叫等待时间的系统考虑了多个队列，其中代理在队列，被放弃的呼叫历史以及虚拟和优先队列之间共享。 在优选实施例中的系统是适于在CTI处理器上执行的计算机电话集成（CTI）软件应用，其可以耦合到面向连接的交换电话（COST）网络中的网络级的交换设备，或耦合到 切换到呼叫中心级别，或两者。

公开(公告)号：US6157655A

公开(公告)日：2000-12-05

申请号：US209306

申请日：1998-12-11

Applicant: Yuri Shtivelman

Inventor： Yuri Shtivelman

IPC: H04L29/06 ,  H04M3/42 ,  H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04Q3/62 ,  H04M3/00

CPC classification number: H04L29/06 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5237 ,  H04Q3/62 ,  H04M2201/50 ,  H04M2207/12 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/5183 ,  H04M3/5231 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/12

Abstract: A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

Abstract translation: 用于估计队列中的呼叫的呼叫等待时间的系统考虑了多个队列，其中代理在队列，被放弃的呼叫历史以及虚拟和优先队列之间共享。 在优选实施例中的系统是适于在CTI处理器上执行的计算机电话集成（CTI）软件应用，其可以耦合到面向连接的交换电话（COST）网络中的网络级的交换设备，或耦合到 切换到呼叫中心级别，或两者。

公开(公告)号：US06148072A

公开(公告)日：2000-11-14

申请号：US175210

申请日：1998-10-19

Applicant: Tapeng Huang

Inventor： Tapeng Huang

IPC: H04M3/42 ,  H04N7/14 ,  H04Q3/58 ,  H04Q11/04 ,  H04M7/00 ,  H04M1/57 ,  H04N1/00 ,  H04N1/17

CPC classification number: H04N7/148 ,  H04M3/42 ,  H04Q11/0457 ,  H04Q3/58 ,  H04M2201/50 ,  H04M2242/22 ,  H04M3/42042 ,  H04Q2213/13034 ,  H04Q2213/1307 ,  H04Q2213/13106 ,  H04Q2213/13199 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/13292 ,  H04Q2213/13337 ,  H04Q2213/13405 ,  Y10S370/902 ,  Y10S370/912

Abstract: A two-line videophone can be used to initiate video communication while maintaining audio communication throughout the initiation period. A user uses a first line to initiate an analog voice call with another user. The videophone then uses a modem to initiate a video (including image and voice) link on a second line. During this initialization period, the first line continues to carry the analog audio communication. After the video link on the second line is established, voice communication can be switched to the second line. The system then uses another modem to initiate a separate video link on the first line. During the setting up of the digital link on the first line, video communication (including voice and images) continues to be carried on the second line. Consequently, there is no gap in audio communication. After the digital link on the first line is established, both the first and the second lines can be used to carry video communication.

Abstract translation: 双线视频电话可以用于启动视频通信，同时在整个启动期间保持音频通信。 用户使用第一行来与其他用户发起模拟语音呼叫。 然后，视频电话使用调制解调器来发起第二行上的视频（包括图像和语音）链接。 在该初始化期间，第一行继续进行模拟音频通信。 在第二行的视频链路建立后，可以将语音通信切换到第二行。 系统然后使用另一个调制解调器在第一行启动单独的视频链接。 在第一行数字链接建立期间，第二行继续进行视频通信（包括语音和图像）。 因此，音频通信没有差距。 在第一行的数字链路建立之后，第一行和第二行均可用于承载视频通信。

公开(公告)号：US06128646A

公开(公告)日：2000-10-03

申请号：US998268

申请日：1997-12-24

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: G06Q10/10 ,  H04L12/56 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51 ,  H04M3/53 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  G06F15/16 ,  G06F15/173

CPC classification number: H04N7/148 ,  G06Q10/107 ,  H04L45/306 ,  H04L51/14 ,  H04N7/15 ,  H04M2201/50 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5307 ,  H04M7/0054

Abstract: A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions and perform load-balancing and alert functions based on the information stored in the database and the server.

Abstract translation: 公开了一种用于将电子邮件路由到处理中心中的多个支持人员之一的系统。 每个人都有一个适合某种类型的电子邮件的技能。 该系统包括用于从发送者接收电子邮件的电子邮件服务器，用于从电子邮件中提取相关信息的信息提取器和用于路由电子邮件的路由器。 该系统包含一个数据库，用于存储与所有可以回答电子邮件的人有关的信息。 该系统还包含用于存储系统中所有活动的历史的服务器。 路由器可以根据存储在数据库和服务器中的信息进行路由决策并执行负载平衡和警报功能。

公开(公告)号：US5933479A

公开(公告)日：1999-08-03

申请号：US177425

申请日：1998-10-22

Applicant: Howard W. Michael ,  Earl M. Hellum

Inventor： Howard W. Michael ,  Earl M. Hellum

IPC: H04B1/38 ,  H04B7/26 ,  H04M3/30 ,  H04M9/00 ,  H04N7/18 ,  H04M11/00

CPC classification number: H04M9/00 ,  H04B1/38 ,  H04B1/385 ,  H04M3/30 ,  H04M3/308 ,  H04N7/185 ,  H04B2001/3866 ,  H04M2201/50

Abstract: A remote service system provides reduced down time of serviced equipment, provides quicker service availability, and provides more experienced service technicians virtually on site. By using high tech video links over conventional phone lines, utilizing two-way wireless audio and visual communication in real time, technicians at a central site can see exactly what the customer's maintenance person is seeing. This allows an untrained technician or someone unfamiliar with the device to be the eyes, ears and hands of the technician at the central site. The maintenance person can then be talked through the steps of the repair process. This enhances the capabilities of existing personnel, thus reducing labor costs, service calls, and down time.

Abstract translation: 远程服务系统减少服务设备的停机时间，提供更快的服务可用性，并在现场提供更多经验丰富的维修技术人员。 通过在传统电话线路上使用高科技视频链接，实时利用双向无线音频和视频通信，中心站点的技术人员可以清楚地看到客户的维护人员正在看到什么。 这使得未经培训的技术人员或不熟悉设备的人员成为中心站点的技术人员的眼睛，耳朵和手。 然后可以通过维修过程的步骤来讨论维护人员。 这增强了现有人员的能力，从而降低了劳动力成本，服务电话和停机时间。

公开(公告)号：US5926539A

公开(公告)日：1999-07-20

申请号：US928211

申请日：1997-09-12

Applicant: Yuri Shtivelman

Inventor： Yuri Shtivelman

IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/64

CPC classification number: H04M3/5232 ,  H04M3/5191 ,  H04M2201/18 ,  H04M2201/50 ,  H04M3/5307 ,  H04M3/533 ,  H04M7/0027 ,  H04M7/126

Abstract: A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.

Abstract translation: 用于支持多媒体的呼叫中心的软件例程检查电话的活动状态，通过可用于代理的计算机站与客户端的主动通信，以及适于列出任务以使代理完成的存储系统中的未完成任务的级别 ，如消息回答。 如果存在活动网络呼叫或未完成任务的级别高于预设级别，软件例程将返回代理忙线，如果没有活动的网络呼叫，并且未完成的任务级别处于或低于预设级别，则可用的代理可用。 软件程序适用于包括计算机电话集成（CTI）系统的呼叫中心管理软件，其中CTI服务器连接到电话交换机以提供增强的功能。

公开(公告)号：US5825862A

公开(公告)日：1998-10-20

申请号：US563399

申请日：1995-11-30

Applicant: Eric A. Voit ,  Larry W. Sours ,  Lance S. Liptak ,  Kenneth E. DePaul

Inventor： Eric A. Voit ,  Larry W. Sours ,  Lance S. Liptak ,  Kenneth E. DePaul

IPC: H04M1/57 ,  H04M3/436 ,  H04Q3/00 ,  H04M1/56 ,  H04M15/06

CPC classification number: H04Q3/0029 ,  H04M3/436 ,  H04M1/57 ,  H04M2201/38 ,  H04M2201/50 ,  H04M2203/2011 ,  H04M2207/12 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13097 ,  H04Q2213/13175 ,  H04Q2213/13176 ,  H04Q2213/13202 ,  H04Q2213/13204 ,  H04Q2213/1328 ,  H04Q2213/13332 ,  H04Q2213/13345 ,  H04Q2213/13389

Abstract: An advanced intelligent network (AIN) comprises a services control point providing fully integrated service logic for both narrowband and broadband communications. When a terminating trigger of a switch on the phone number of the line serving a customer detects an incoming telephone call, the switch sends a query to the services control point with the calling number of the incoming call. The services control point issues a send data transaction with the retrieved calling party information to the customer's set-top box. The calling party information is then displayed on the customer's video display, and the customer sends an instruction for re-directing the call through the set-top box to the ISCP.

Abstract translation: 先进的智能网络（AIN）包括一个业务控制点，为窄带和宽带通信提供完全集成的业务逻辑。 当服务于客户的线路的电话号码上的交换机的终止触发器检测到呼入电话时，交换机向业务控制点发送具有来话呼叫号码的查询。 服务控制点向客户的机顶盒发出带有检索到的主叫方信息的发送数据事务。 主叫方信息随后显示在客户的视频显示屏上，客户端通过机顶盒向ISCP发送重新呼叫的指令。