公开(公告)号：US08223956B2

公开(公告)日：2012-07-17

申请号：US12656399

申请日：2010-01-28

Applicant: Mark J. Williams ,  Eric I. Camulli

Inventor： Mark J. Williams ,  Eric I. Camulli

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M3/5231

Abstract: A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.

Abstract translation: 用于排队与具有队列的通信系统一起使用的语音呼叫的队列接口系统和方法包括允许用户从显示器上的队列列表中选择队列的队列选择器。 在一个实施例中，队列列表上的一个或多个队列是服务代理队列。 此外，队列接口系统包括预期的等待时间部分，用于显示客户对所选择的队列的预期等待时间。 该系统还包括提供保留选项和呼叫选项的呼叫选择选择器。 保持选项将呼叫置于所选队列中，并且呼叫选项将导致呼叫发生。 在一个实施例中，呼叫选项还包括为所选队列中的客户分配占位符，并且在预期的等待时间之后引起对客户的呼叫。

公开(公告)号：US08213911B2

公开(公告)日：2012-07-03

申请号：US12320517

申请日：2009-01-28

Applicant: Mark J. Williams ,  Eric I. Camulli ,  Larry Miner

Inventor： Mark J. Williams ,  Eric I. Camulli ,  Larry Miner

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  G06Q10/02 ,  H04M3/5238 ,  H04M2207/18

Abstract: A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. For example, one queue may be related to billing and another queue may be related to another aspect of customer service. The user may then request the expected wait time in the selected queue for receiving a call-back from the communication system. Typically, the mobile communication device receives the expected wait time, and then the user may send a confirmation to the communication system for a voice call-back.

Abstract translation: 提供了移动通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。 软件设备应用使得移动通信设备能够通过数据交换与呼叫中心进行通信。 移动通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。 控件允许用户请求从中选择提供商或公司联系的供应商列表。 移动通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入队列的控制。 例如，一个队列可能与计费相关，另一个队列可能与客户服务的另一方面有关。 然后，用户可以在所选择的队列中请求预期的等待时间，以从通信系统接收回叫。 通常，移动通信设备接收预期的等待时间，然后用户可以向通信系统发送用于语音回叫的确认。

公开(公告)号：US09386155B2

公开(公告)日：2016-07-05

申请号：US13446923

申请日：2012-04-13

Applicant: Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

Inventor： Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

IPC: G06Q10/02 ,  H04M3/523

CPC classification number: H04M3/5231 ,  G06Q10/02 ,  H04L63/08 ,  H04M3/5158 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/60 ,  H04M2207/18

Abstract: A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system.

Abstract translation: 提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。 软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。 通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。 控件允许用户请求从中选择提供商或公司联系的供应商列表。 通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。 用于管理，引导和排队通信事件的系统和方法的实施例还可以在通信设备和通信系统之间传送上下文数据。

公开(公告)号：US20130243180A1

公开(公告)日：2013-09-19

申请号：US13619629

申请日：2012-09-14

Applicant: Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

Inventor： Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

IPC: H04M3/523

CPC classification number: H04M3/5231 ,  G06Q10/02 ,  H04L63/08 ,  H04M3/5158 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/60 ,  H04M2207/18

Abstract: A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem.

Abstract translation: 提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。 软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。 通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。 控件允许用户请求从中选择提供商或公司联系的供应商列表。 通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。 实施例还可以在通信设备和通信系统之间传送上下文数据，包括与通信设备的用户相关联的信息以及用于辅助，指导或解决用户问题的信息。

公开(公告)号：US20120288075A1

公开(公告)日：2012-11-15

申请号：US13446923

申请日：2012-04-13

Applicant: Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

Inventor： Mark J. Williams ,  Eric I. Camulli ,  Larry Miner ,  Rob Brazier

IPC: H04M11/00 ,  H04M3/42

CPC classification number: H04M3/5231 ,  G06Q10/02 ,  H04L63/08 ,  H04M3/5158 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/60 ,  H04M2207/18

Abstract: A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system.

Abstract translation: 提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。 软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。 通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。 控件允许用户请求从中选择提供商或公司联系的供应商列表。 通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。 用于管理，引导和排队通信事件的系统和方法的实施例还可以在通信设备和通信系统之间传送上下文数据。

公开(公告)号：US20100190477A1

公开(公告)日：2010-07-29

申请号：US12320517

申请日：2009-01-28

Applicant: Mark J. Williams ,  Eric I. Camulli ,  Larry Miner

Inventor： Mark J. Williams ,  Eric I. Camulli ,  Larry Miner

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  G06Q10/02 ,  H04M3/5238 ,  H04M2207/18

Abstract: A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. For example, one queue may be related to billing and another queue may be related to another aspect of customer service. The user may then request the expected wait time in the selected queue for receiving a call-back from the communication system. Typically, the mobile communication device receives the expected wait time, and then the user may send a confirmation to the communication system for a voice call-back.

Abstract translation: 提供了移动通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。 软件设备应用使得移动通信设备能够通过数据交换与呼叫中心进行通信。 移动通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。 控件允许用户请求从中选择提供商或公司联系的供应商列表。 移动通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入队列的控制。 例如，一个队列可能与计费相关，另一个队列可能与客户服务的另一方面有关。 然后，用户可以在所选择的队列中请求预期的等待时间，以从通信系统接收回叫。 通常，移动通信设备接收预期的等待时间，然后用户可以向通信系统发送用于语音回叫的确认。

公开(公告)号：US20100189250A1

公开(公告)日：2010-07-29

申请号：US12656399

申请日：2010-01-28

Applicant: Mark J. Williams ,  Eric I. Camulli

Inventor： Mark J. Williams ,  Eric I. Camulli

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M3/5231

Abstract: A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.

Abstract translation: 用于排队与具有队列的通信系统一起使用的语音呼叫的队列接口系统和方法包括允许用户从显示器上的队列列表中选择队列的队列选择器。 在一个实施例中，队列列表上的一个或多个队列是服务代理队列。 此外，队列接口系统包括预期的等待时间部分，用于显示客户对所选择的队列的预期等待时间。 该系统还包括提供保留选项和呼叫选项的呼叫选择选择器。 保持选项将呼叫置于所选队列中，并且呼叫选项将导致呼叫发生。 在一个实施例中，呼叫选项还包括为所选队列中的客户分配占位符，并且在预期的等待时间之后引起对客户的呼叫。

公开(公告)号：US06754334B2

公开(公告)日：2004-06-22

申请号：US10436337

申请日：2003-05-12

Applicant: Mark J. Williams ,  Gregory A. Nightingale

Inventor： Mark J. Williams ,  Gregory A. Nightingale

IPC: H04M164

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5231 ,  H04M3/533 ,  H04M2203/2011

Abstract: An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.

Abstract translation: 一个外部附件被添加到一个自动呼叫总监，以确保在主资源之前访问二次资源时，先进先出，连接到主资源。 控制器拦截呼叫指导者的资源请求，并管理辅助队列以提供先进先出的操作。 一旦先到先得，资源请求将返回给呼叫总监队列。

公开(公告)号：US06563921B1

公开(公告)日：2003-05-13

申请号：US09001492

申请日：1997-12-31

Applicant: Mark J. Williams ,  Gregory A. Nightingale

Inventor： Mark J. Williams ,  Gregory A. Nightingale

IPC: H04M300

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5231 ,  H04M3/533 ,  H04M2203/2011

Abstract: An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.

Abstract translation: 一个外部附件被添加到一个自动呼叫总监，以确保在主资源之前访问二次资源时，先进先出，连接到主资源。 控制器拦截呼叫指导者的资源请求，并管理辅助队列以提供先进先出的操作。 一旦先到先得，资源请求将返回给呼叫总监队列。

公开(公告)号：US5682783A

公开(公告)日：1997-11-04

申请号：US636720

申请日：1996-04-23

Applicant: Harvey B. Creamer ,  William E. Panthofer ,  Mark J. Williams

Inventor： Harvey B. Creamer ,  William E. Panthofer ,  Mark J. Williams

IPC: B21B17/00 ,  B21B27/00 ,  B21B27/02 ,  B21C37/08 ,  B21D5/12 ,  B21D5/14 ,  B21B1/00 ,  B21D5/08 ,  B21D47/01

CPC classification number: B21B27/035 ,  B21B27/00 ,  B21C37/0818 ,  B21D5/12 ,  B21B17/00

Abstract: A roll assembly suitable for use in the production of thin-wall heat exchanger tubes using a high-frequency induction welding tubemill. The roll assembly includes a roll portion that has an arcuate precision profile that defines one-half of the desired cross-sectional shape of the tube being produced by the tubemill. The assembly further includes a shaft portion that directly supports the roll portion so as to serve as a journal bearing for the assembly. At least the bearing surfaces, and preferably the entire roll assembly is formed from ceramic or ceramic composite materials, without any separate bearing components. Moreover, the roll portion of the assembly is formed from a different material than the shaft portion, in a combination that reduces wear between the bearing surfaces of the roll and shaft portions.

Abstract translation: 适用于生产使用高频感应焊接炉的薄壁换热器管的辊组件。 辊组件包括具有弓形精密轮廓的辊部分，该轮廓部分限定由管坯产生的管的期望横截面形状的一半。 组件还包括轴部分，其直接支撑辊部分，以便用作用于组装的轴颈轴承。 至少轴承表面，优选整个辊组件由陶瓷或陶瓷复合材料形成，没有任何单独的轴承部件。 此外，组件的卷绕部分由与轴部分不同的材料形成，以减少辊的轴承表面和轴部之间的磨损的组合。