公开(公告)号：US20100111286A1

公开(公告)日：2010-05-06

申请号：US12266446

申请日：2008-11-06

Applicant: Zia CHISHTI

Inventor： Zia CHISHTI

IPC: H04M5/00

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

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以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20100098238A1

公开(公告)日：2010-04-22

申请号：US12573938

申请日：2009-10-06

Applicant: Mamoru Goto ,  Hiroshi Hoya

Inventor： Mamoru Goto ,  Hiroshi Hoya

IPC: H04M3/42

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

Abstract: A phone call status reenactment device for reenacting connection status of a phone call includes a storage and a display unit. The storage stores event data for each event in which connection status of a phone call has changed. The event data includes time data indicating a time when the connection status changed and type data indicating a type of event. The display unit displays data on connection status in response to an instruction. The data on connection status is displayed in order of time in accordance with the event data stored in the storage. The data on connection status includes a quantity of phone calls before answered by a phone call taker, a quantity of phone calls ended without answered by a phone call taker, and a quantity of phone calls answered by a phone call taker.

Abstract translation: 用于重新发送电话的连接状态的电话状态重新设备包括存储和显示单元。 存储器存储电话的连接状态已经改变的每个事件的事件数据。 事件数据包括指示连接状态改变的时间的时间数据和表示事件类型的数据。 显示单元响应于指令显示关于连接状态的数据。 根据存储在存储器中的事件数据，按照时间顺序显示连接状态的数据。 关于连接状态的数据包括在由电话接听者应答之前的电话数量，没有由电话接听者应答的电话呼叫数量以及由电话接听者应答的电话数量。

公开(公告)号：US20100042570A1

公开(公告)日：2010-02-18

申请号：US12192055

申请日：2008-08-14

Applicant: Eric B. Mayers ,  Douglas T. Hudson

Inventor： Eric B. Mayers ,  Douglas T. Hudson

IPC: G06N5/02 ,  G06F15/16

CPC classification number: H04L12/58 ,  H04L51/00 ,  H04L51/04 ,  H04M3/533 ,  H04M3/53333 ,  H04M2201/12 ,  H04M2201/36

Abstract: In a method for displaying messages, a system displays messages from a single user account in multiple viewports. Each viewport orders messages based on an importance score that is calculated based on the user's prior interactions with messages in his user account through that viewport. Each viewport associated with the user account orders messages using a distinct message importance model.

Abstract translation: 在显示消息的方法中，系统在多个视口中显示来自单个用户帐户的消息。 每个视口根据基于用户与他的用户帐户中通过该视口的消息的先前交互计算的重要性分数来排序消息。 与用户帐户相关联的每个视口使用不同的消息重要性模型来排序消息。

公开(公告)号：US20100040220A1

公开(公告)日：2010-02-18

申请号：US12460896

申请日：2009-07-24

Applicant: Faith McGary ,  Alexis Tabora Adorable

Inventor： Faith McGary ,  Alexis Tabora Adorable

IPC: H04M3/00 ,  G06F17/30

CPC classification number: H04M3/4931 ,  H04L67/22 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2242/04

Abstract: A system for responding to queries has an interface for receiving request communications from requesters. An agent platform is configured to receive the request communications and to provide replies to the requesters. A tracking module tracks the request communications and the replies and a news module tracks news events. A correlation module correlates increases in request communications relative to a first news event over a set time frame. An analysis module generates a search assistance routine based on the correlated increases in request communications relative to the first news events over a set time frame, where the search assistance routine is activated when a second news event is detected, similar to the first news event.

Abstract translation: 用于响应查询的系统具有用于从请求者接收请求通信的接口。 代理平台被配置为接收请求通信并且向请求者提供回复。 跟踪模块跟踪请求通信和回复，新闻模块跟踪新闻事件。 相关模块将在相对于第一新闻事件的请求通信的增加在一个设定的时间帧内相关联。 分析模块基于相对于第一新闻事件在相对于第一新闻事件被检测到第二新闻事件时激活搜索辅助例行程序的设定时间帧的请求通信的相关增加来生成搜索辅助例行程序。

公开(公告)号：US20100014652A1

公开(公告)日：2010-01-21

申请号：US12568247

申请日：2009-09-28

Applicant: Takashi Yasuda

Inventor： Takashi Yasuda

IPC: H04M3/00

CPC classification number: H04W4/08 ,  H04M3/36 ,  H04M3/38 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/2044 ,  H04M2242/04 ,  H04W8/186 ,  H04W48/06

Abstract: Restriction on call connections is controlled by grouping a plurality of terminals. One or more groups each including one or more terminals are provided. Each of the one or more groups is associated with the maximum number of calling terminals and a group restriction relaxing ratio indicating a relaxing degree of restriction with respect to a predetermined normal restriction ratio. Restriction on a call connection of a terminal belonging to a group is controlled on the basis of a group restriction ratio assigned to the group when the number of terminals being making phone calls is less than the maximum number of calling terminals that is provided for the group. The group restriction ratio is calculated using the predetermined normal restriction ratio and the group restriction relaxing ratio associated with the group.

Abstract translation: 通过对多个终端进行分组来控制呼叫连接的限制。 提供一个或多个包括一个或多个终端的组。 一个或多个组中的每一个与呼叫终端的最大数目相关联，以及指示关于预定的正常限制比率的松弛度限制的组限制松弛比。 当进行电话呼叫的终端的数量小于为该组提供的最大呼叫终端数量时，基于分配给组的组限制比例来控制属于组的终端的呼叫连接的限制 。 使用与组相关联的预定正常限制比和组限制松弛率计算组限制比。

公开(公告)号：US20090232294A1

公开(公告)日：2009-09-17

申请号：US12355602

申请日：2009-01-16

Applicant: Qiaobing XIE ,  S. James P. Spottiswoode

Inventor： Qiaobing XIE ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/42187 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm. In one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的至少一个呼叫者的呼叫者数据，以及基于所识别的呼叫者数据，在呼叫者队列的前面跳过另一个呼叫者的呼叫者。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 跳过呼叫者可以进一步基于通过诸如相关算法的模式匹配算法来比较呼叫者数据与与代理相关联的代理数据。 在一个示例中，如果已经跳过队列前面的呼叫者预定次数，则前面的呼叫者是下次路由（并且不能再跳过）。

公开(公告)号：US07577239B1

公开(公告)日：2009-08-18

申请号：US11125323

申请日：2005-05-10

Applicant: Choon B. Shim ,  Dongwook Shin

Inventor： Choon B. Shim ,  Dongwook Shin

IPC: H04M1/64

CPC classification number: H04M3/533 ,  H04M3/436 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/16

Abstract: A system and method track short term and long term intervals to assess whether a voice message source is a likely source of voice spam. Upon detection of a spamming threshold, calls from the source are blocked until detection that a sufficient time interval has elapsed without generation of messages.

Abstract translation: 系统和方法跟踪短期和长期间隔，以评估语音消息源是否是语音垃圾邮件的可能来源。 在检测到垃圾邮件的阈值后，阻止来自源的呼叫，直到检测到已经过去了足够的时间间隔而不产生消息。

公开(公告)号：US07573998B2

公开(公告)日：2009-08-11

申请号：US11152080

申请日：2005-06-15

Applicant: Kevin Kessinger ,  Richard Garside ,  Louis Savoldy ,  Mahendra Govada ,  Joe Begley ,  Ryan Kaminski

Inventor： Kevin Kessinger ,  Richard Garside ,  Louis Savoldy ,  Mahendra Govada ,  Joe Begley ,  Ryan Kaminski

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/5237 ,  H04M2201/12 ,  H04M2201/38

Abstract: Computer-implemented methods and systems for management of real-time and historical data for multiple call centers in which real-time and historical data are received electronically from a plurality of call center sites and displayed simultaneously for each of the plurality of call center sites on a single display screen in a separate call center site column for each call center and integrated and displayed for all of the plurality of call center sites in a separate division column on the single display screen.

Abstract translation: 用于管理多个呼叫中心的实时和历史数据的计算机实现的方法和系统，其中从多个呼叫中心站点电子地接收实时和历史数据，并且同时为多个呼叫中心站点中的每一个呼叫中心站点同时显示 在每个呼叫中​​心的单独呼叫中心站点列中的单个显示屏幕，并且在单个显示屏幕上的单独分区列中集成并显示所有多个呼叫中心站点。

公开(公告)号：US20090122967A1

公开(公告)日：2009-05-14

申请号：US11983250

申请日：2007-11-08

Applicant: Jan M. Loisch ,  Harry Diamond

Inventor： Jan M. Loisch ,  Harry Diamond

IPC: H04M11/00

CPC classification number: H04M3/42382 ,  H04M1/576 ,  H04M1/642 ,  H04M1/72552 ,  H04M3/42195 ,  H04M3/436 ,  H04M3/53391 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/38 ,  H04M2203/4527 ,  H04M2203/651

Abstract: A telephone communication system and method for transmitting reply messages are provided. The telephone communication system includes a plurality of telephone devices, wherein at least a first telephone device has hardware circuitry, a display, and a processor. The hardware circuitry receives a signal from a second telephone device. The display is in communication with the hardware circuitry and displays an image when the signal is received. The processor is in communication with the hardware circuitry and the display, and the processor performs the steps including communicating the image that is displayed on the display when the signal is received, wherein at least one prerecorded reply message is made available for selection when the signal is received, and receiving a command inputted by a user of the first telephone device selecting one of the available reply messages, wherein the selected reply message is transmitted to the second telephone device.

Abstract translation: 提供了一种用于发送回复消息的电话通信系统和方法。 电话通信系统包括多个电话设备，其中至少第一电话设备具有硬件电路，显示器和处理器。 硬件电路接收来自第二电话设备的信号。 显示器与硬件电路通信，并在接收到信号时显示图像。 处理器与硬件电路和显示器通信，并且处理器执行包括在接收到信号时传送显示在显示器上的图像的步骤，其中至少一个预先记录的回复消息可用于在信号 并且接收由第一电话设备的用户输入的选择可用应答消息之一的命令，其中所选择的应答消息被发送到第二电话设备。

公开(公告)号：US20090010414A1

公开(公告)日：2009-01-08

申请号：US11967605

申请日：2007-12-31

Applicant: Joseph Siegrist

Inventor： Joseph Siegrist

IPC: H04M3/42

CPC classification number: H04Q3/0045 ,  H04L12/66 ,  H04M3/38 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42195 ,  H04M3/436 ,  H04M7/006 ,  H04M2201/12 ,  H04M2201/14 ,  H04Q3/72

Abstract: In one method and apparatus for blocking unwanted calls in a callback system, parameters associated with a callback request (e.g., the user device to which the call is to be directed, the IP address from which the request originated or an identifier of the source computer from which the callback request originated, the party from whom the call is requested) are tracked for each call. A decision to automatically block the requested callback is made based on one or more criteria based on a combination of these parameters, which may be a total over a period of time. In a second method, one or both of the parties to the callback is queried as to whether the callback is unwanted and, if so, one or more parameters associated with the request are blacklisted.

Abstract translation: 在用于阻止回呼系统中的不需要的呼叫的一种方法和装置中，与回叫请求相关联的参数（例如，呼叫所针对的用户设备，发起请求的IP地址或源计算机的标识符 从其发起回叫请求，请求呼叫的一方）为每个呼叫进行跟踪。 基于一个或多个基于这些参数的组合的标准来做出自动阻止所请求的回叫的决定，这些参数可以是一段时间内的总和。 在第二种方法中，查询回调的一方或双方是否回调是不需要的，如果是，则与请求相关联的一个或多个参数被列入黑名单。