公开(公告)号：US08290132B2

公开(公告)日：2012-10-16

申请号：US12545715

申请日：2009-08-21

Applicant: Reinhard Peter Klemm

Inventor： Reinhard Peter Klemm

IPC: H04M1/56 ,  H04M15/06 ,  H04M3/42

CPC classification number: H04M3/42365 ,  H04M1/72519 ,  H04M2250/60

Abstract: A method is provided in which information about one or more telecommunications session characteristics is stored in a communications history log. A prediction is then made for the occurrence of telecommunications session characteristic in the future on the basis of the information stored in the communications history log.

Abstract translation: 提供了一种方法，其中关于一个或多个电信会话特性的信息被存储在通信历史日志中。 然后根据存储在通信历史日志中的信息对未来的电信会话特性的发生进行预测。

公开(公告)号：US20110044431A1

公开(公告)日：2011-02-24

申请号：US12545715

申请日：2009-08-21

Applicant: Reinhard Peter Klemm

Inventor： Reinhard Peter Klemm

IPC: H04M3/22

CPC classification number: H04M3/42365 ,  H04M1/72519 ,  H04M2250/60

Abstract: A method is provided in which information about one or more telecommunications session characteristics is stored in a communications history log. A prediction is then made for the occurrence of telecommunications session characteristic in the future on the basis of the information stored in the communications history log.

Abstract translation: 提供了一种方法，其中关于一个或多个电信会话特性的信息被存储在通信历史日志中。 然后根据存储在通信历史日志中的信息对未来的电信会话特性的发生进行预测。

公开(公告)号：US20100241577A1

公开(公告)日：2010-09-23

申请号：US12724971

申请日：2010-03-16

Applicant: Birgit Andrea Geppert ,  Reinhard Peter Klemm ,  Frank Michael Roessler

Inventor： Birgit Andrea Geppert ,  Reinhard Peter Klemm ,  Frank Michael Roessler

IPC: G06Q10/00 ,  G06Q99/00 ,  G06F3/048 ,  G06F15/16

CPC classification number: H04M3/5233 ,  G06Q10/10 ,  G06Q30/016 ,  G06Q50/01 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2242/06

Abstract: A method is provided in which a user selects the characteristics of an agent with which the user wants to talk. The user is allowed to add a selection of agent characteristics to an online “shopping cart” and transmit the content of the shopping cart to the contact center. The contact center uses the transmitted information to find an appropriate agent for the user. The method can be provided as part of a preferential treatment of users. In accordance with some embodiments of the present invention, preferential treatment is provided on the basis of one of: (1) a characteristic of a user, (2) a characteristic of a transaction in which the user participated, (3) the availability of a selection of agent characteristics which was made by the user in a prior session with the contact center.

Abstract translation: 提供一种方法，其中用户选择用户希望与之通话的代理的特征。 允许用户向在线“购物车”添加特定特征的选择，并将购物车的内容传送到联络中心。 联络中心使用传输的信息为用户找到适当的代理。 该方法可作为用户优惠待遇的一部分提供。 根据本发明的一些实施例，基于以下之一提供优惠处理：（1）用户的特征，（2）用户参与的交易的特征，（3）可用性 用户在与会话中心的先前会话中进行的代理特征的选择。

公开(公告)号：US07680480B2

公开(公告)日：2010-03-16

申请号：US11458745

申请日：2006-07-20

Applicant: Ajita John ,  Reinhard Peter Klemm ,  Doree Duncan Seligmann ,  Xueshan Shan

Inventor： Ajita John ,  Reinhard Peter Klemm ,  Doree Duncan Seligmann ,  Xueshan Shan

IPC: H04M11/00

CPC classification number: H04L67/24 ,  H04L67/22

Abstract: Techniques are disclosed for determining, for each candidate communication medium, the availability of one or more telecommunications endpoint users for participating in a communication session of interest (i.e., either new or existing) via the evaluated medium. In accordance with the illustrative embodiment of the present invention, an availability manager determines the availability based on (i) one or more discrete rules, or (ii) one or more continuous functions, or both. The continuous functions are specified with respect to the time that has elapsed since a previous session, the time remaining in an active session, and the expected duration of a new session. Once it has determined the availability of one or more participants in the communication session, the availability manager of the illustrative embodiment transmits one or more signals to a call-processing server, which then sets up the participants on the session via the appropriate communication medium such as voice, instant messaging, and so forth.

Abstract translation: 公开了用于为每个候选通信介质确定一个或多个电信端点用户通过经评估的介质参与感兴趣的通信会话（即，新的或现有的）的可用性的技术。 根据本发明的说明性实施例，可用性管理器基于（i）一个或多个离散规则，或（ii）一个或多个连续功能或两者来确定可用性。 关于从上一次会话已经过去的时间，活动会话中剩余的时间以及新会话的预期持续时间，指定连续功能。 一旦确定了通信会话中的一个或多个参与者的可用性，说明性实施例的可用性管理器将一个或多个信号发送到呼叫处理服务器，呼叫处理服务器然后经由适当的通信媒介建立会话的参与者， 作为语音，即时消息等。

公开(公告)号：US20080021949A1

公开(公告)日：2008-01-24

申请号：US11458745

申请日：2006-07-20

Applicant: Ajita John ,  Reinhard Peter Klemm ,  Doree Duncan Seligmann ,  Xueshan Shan

Inventor： Ajita John ,  Reinhard Peter Klemm ,  Doree Duncan Seligmann ,  Xueshan Shan

IPC: G06F15/16

CPC classification number: H04L67/24 ,  H04L67/22

Abstract: Techniques are disclosed for determining, for each candidate communication medium, the availability of one or more telecommunications endpoint users for participating in a communication session of interest (i.e., either new or existing) via the evaluated medium. In accordance with the illustrative embodiment of the present invention, an availability manager determines the availability based on (i) one or more discrete rules, or (ii) one or more continuous functions, or both. The continuous functions are specified with respect to the time that has elapsed since a previous session, the time remaining in an active session, and the expected duration of a new session. Once it has determined the availability of one or more participants in the communication session, the availability manager of the illustrative embodiment transmits one or more signals to a call-processing server, which then sets up the participants on the session via the appropriate communication medium such as voice, instant messaging, and so forth.

Abstract translation: 公开了用于为每个候选通信介质确定一个或多个电信端点用户通过经评估的介质参与感兴趣的通信会话（即，新的或现有的）的可用性的技术。 根据本发明的说明性实施例，可用性管理器基于（i）一个或多个离散规则，或（ii）一个或多个连续功能或两者来确定可用性。 关于从上一次会话已经过去的时间，活动会话中剩余的时间以及新会话的预期持续时间，指定连续功能。 一旦确定了通信会话中的一个或多个参与者的可用性，说明性实施例的可用性管理器将一个或多个信号发送到呼叫处理服务器，呼叫处理服务器然后经由适当的通信媒介建立会话的参与者， 作为语音，即时消息等。