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    SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER
    22.
    发明申请
    SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER 有权
    向联络中心代理人发送电话的系统和方法

    公开(公告)号：US20150237213A1

    公开(公告)日：2015-08-20

    申请号：US14702663

    申请日：2015-05-01

    Applicant: SATMAP International Holdings Ltd.

    Inventor： Zia CHISHTI ,  Stuart J. SPOTTISWOODE ,  Christopher W. JONES

    IPC: H04M3/523 ,  H04M3/51

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

    Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of contacts ordered for assignment to a plurality of agents, and assigning a first out-of-order contact from the plurality of contacts to a first agent of the plurality of agents who becomes available for assignment to any contact of the plurality of contacts based on information about the first agent.

    Abstract translation: 公开了在联络中心系统中处理联系人和代理人的技术。 在一个具体实施例中，这些技术可以被实现为用于在联络中心系统中处理联系人和代理的方法，包括识别为多个代理分配而排序的多个联系人，以及从第 多个联系人可以根据关于第一代理的信息变为可用于分配给多个联系人的任何联系人的多个代理的第一代理。

    EFFICIENT ADDRESS CACHING FOR PACKET TELEPHONY SERVICES
    24.
    发明申请
    EFFICIENT ADDRESS CACHING FOR PACKET TELEPHONY SERVICES 有权
    分发电话服务的高效地址访问

    公开(公告)号：US20140348159A1

    公开(公告)日：2014-11-27

    申请号：US14456549

    申请日：2014-08-11

    Applicant: Kayote Networks, Inc.

    Inventor： Baruch Sterman ,  David Schwartz ,  Eli Katz

    IPC: H04M7/12 ,  H04L29/12

    CPC classification number: H04M7/128 ,  H04L12/66 ,  H04L61/1511 ,  H04L61/157 ,  H04L61/6009 ,  H04M7/123 ,  H04M2201/18 ,  H04M2201/36

    Abstract: A method for telephony includes receiving at an Internet telephony service provider a subscriber request to place a call to a telephone number. A cache associated with the internet telephony service provider is queried to check if the cache holds a record for the telephone number. If the cache holds the record, the record is obtained. If the cache does not hold the record, a request is sent to a database server that maintains a database of records associating endpoint user terminal telephone numbers of subscribers with respective packet network addresses of the endpoint user terminal. The call is placed to the endpoint user terminal telephone number via a public switched telephone network whilst the request is sent to the database server to retrieve the packet network address of the endpoint user terminal to which calls to the telephone number should be placed.

    Abstract translation: 一种用于电话的方法包括：在因特网电话服务提供商处接收用户呼叫到电话号码的用户请求。 查询与互联网电话服务提供商相关联的高速缓存以检查高速缓存是否保存电话号码的记录。 如果缓存保存该记录，则获得该记录。 如果高速缓存不保存记录，则向数据库服务器发送一个请求，数据库服务器维护一个记录数据库，将终端用户终端电话号码与端点用户终端的相应分组网络地址相关联。 该呼叫经由公共交换电话网络被发送到端点用户终端电话号码，同时该请求被发送到数据库服务器以检索应该向电话号码呼叫的端点用户终端的分组网络地址。

    Efficient address caching for packet telephony services
    25.
    发明授权
    Efficient address caching for packet telephony services 有权
    分组电话服务的高效地址缓存

    公开(公告)号：US08804567B2

    公开(公告)日：2014-08-12

    申请号：US13558714

    申请日：2012-07-26

    Applicant: Baruch Sterman ,  David Schwartz ,  Eli Katz

    Inventor： Baruch Sterman ,  David Schwartz ,  Eli Katz

    IPC: H04J1/16

    CPC classification number: H04M7/128 ,  H04L12/66 ,  H04L61/1511 ,  H04L61/157 ,  H04L61/6009 ,  H04M7/123 ,  H04M2201/18 ,  H04M2201/36

    Abstract: A method for telephony includes receiving at an Internet telephony service provider a subscriber request to place a call to a telephone number. A cache associated with the internet telephony service provider is queried to check if the cache holds a record for the telephone number. If the cache holds the record, the record is obtained. If the cache does not hold the record, a request is sent to a database server that maintains a database of records associating endpoint user terminal telephone numbers of subscribers with respective packet network addresses of the endpoint user terminal. The call is placed to the endpoint user terminal telephone number via a public switched telephone network while the request is sent to the database server to retrieve the packet network address of the endpoint user terminal to which calls to the telephone number should be placed.

    Abstract translation: 一种用于电话的方法包括：在因特网电话服务提供商处接收用户呼叫到电话号码的用户请求。 查询与互联网电话服务提供商相关联的高速缓存以检查高速缓存是否保存电话号码的记录。 如果缓存保存该记录，则获得该记录。 如果高速缓存不保存记录，则向数据库服务器发送一个请求，数据库服务器维护一个记录数据库，将终端用户终端电话号码与端点用户终端的相应分组网络地址相关联。 该呼叫经由公共交换电话网络被发送到端点用户终端电话号码，同时将该请求发送到数据库服务器以检索应该向电话号码呼叫的端点用户终端的分组网络地址。

    Separate matching models based on type of phone associated with a caller
    26.
    发明授权
    Separate matching models based on type of phone associated with a caller 有权
    基于与呼叫者相关联的电话类型分离匹配模型

    公开(公告)号：US08712821B2

    公开(公告)日：2014-04-29

    申请号：US12331161

    申请日：2008-12-09

    Applicant: S. James P. Spottiswoode

    Inventor： S. James P. Spottiswoode

    IPC: G06Q10/00

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

    Abstract: Systems and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and systems include using one of a plurality of different methods or computer models for matching callers to agents, the method or model selected based on a type of phone or phone number associated with a caller (e.g., residential, business, or mobile). The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or the like. In one example, similar adaptive models may be used for two or more different types of phones, but trained differently, e.g., based on data and outcomes for the particular type of phone. Different models for routing callers to agents may perform differently for different types of phones. Further, training correlation or adaptive pattern matching algorithms based on different types of phones may improve performance compared to a single algorithm for all types of phones.

    Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法。 示例性方法和系统包括使用多个不同方法或计算机模型中的一个来匹配代理人的呼叫者，基于与呼叫者（例如，住宅，商业或移动）相关联的电话或电话号码的类型选择的方法或模型， 。 模型可以包括队列路由，基于性能的匹配，自适应模式匹配算法等。 在一个示例中，类似的自适应模型可以用于两个或多个不同类型的电话，但是训练不同，例如基于特定类型的电话的数据和结果。 用于将呼叫者路由到代理的不同模型对于不同类型的电话可以不同地执行。 此外，与针对所有类型的电话的单个算法相比，基于不同类型的电话的训练相关性或自适应模式匹配算法可以提高性能。

    System for handling a plurality of streaming voice signals for determination of responsive action thereto
    28.
    发明授权
    System for handling a plurality of streaming voice signals for determination of responsive action thereto 有权
    用于处理多个流式语音信号以确定其响应动作的系统

    公开(公告)号：US08676588B2

    公开(公告)日：2014-03-18

    申请号：US12470592

    申请日：2009-05-22

    Applicant: Thomas J. Ryan ,  Biji K. Janan

    Inventor： Thomas J. Ryan ,  Biji K. Janan

    IPC: G10L21/00 ,  H04M3/42 ,  G10L15/02 ,  G10L15/10 ,  H04M3/424 ,  H04M3/44 ,  G10L15/00 ,  H04M1/64

    CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/51 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/40 ,  H04M2203/301

    Abstract: Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response-determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.

    Abstract translation: 分析诸如可能在联络中心处接收的流式语音信号或类似的操作，以检测一个或多个未发音的预定话语的发生。 预定的话语优选地构成在它们被发音的上下文中具有特定含义的单词和/或短语的词汇表。 在通话期间检测一个或多个预定话语导致确定检测到的话语的响应确定性重要性。 基于检测到的话语的响应决定性意义，可以进一步确定响应动作。 此外，也可以启动对应于检测到的话语的呼叫的长期存储。 相反，可以从短期存储中删除未检测到预定话语的呼叫。 以这种方式，本发明简化了联络中心的存储要求，并提供了通过为潜在的有问题的情况提供更短的反应时间来改善呼叫者体验的机会。

    Predictive call routing
    30.
    发明授权
    Predictive call routing 有权
    预测呼叫路由

    公开(公告)号：US08488774B2

    公开(公告)日：2013-07-16

    申请号：US11781906

    申请日：2007-07-23

    Applicant: Anil Mahalaha ,  Daniel L. Tonelli ,  Barry Berk

    Inventor： Anil Mahalaha ,  Daniel L. Tonelli ,  Barry Berk

    IPC: H04M3/00

    CPC classification number: H04M3/5233 ,  H04M2201/12 ,  H04M2201/36

    Abstract: A predictive call routing system that includes a real-time decision engine to receive information about a customer and identify a skill that is useful for providing service to the caller. The decision engine identifies the skill by generating scores for a plurality of statistical models using the statistical models and parameters associated with the caller, each statistical model representing a correlation between a subset of parameters and an action that may be performed or requested to be performed by the caller, the score for each statistical model being generated using the statistical model and the subset of parameters associated with the statistical model, and identifies a skill based on the scores. The system includes a call router to route a call from the customer to a representative who has the skill.

    Abstract translation: 一种预测性呼叫路由系统，其包括用于接收关于客户的信息的实时决策引擎，并且识别用于向呼叫者提供服务的技能。 决策引擎通过使用与呼叫者相关联的统计模型和参数为多个统计模型生成分数来识别技能，每个统计模型表示参数子集与可执行或请求执行的动作之间的相关性 呼叫者，使用统计模型和与统计模型相关联的参数的子集生成每个统计模型的分数，并且基于分数来识别技能。 该系统包括呼叫路由器，用于将来自客户的呼叫路由到具有该技能的代表。

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