公开(公告)号：US20080019487A1

公开(公告)日：2008-01-24

申请号：US11835153

申请日：2007-08-07

Applicant: Susanne Crockett ,  Gordon Blumenschein

Inventor： Susanne Crockett ,  Gordon Blumenschein

IPC: H04M1/64

CPC classification number: H04M3/533 ,  H04M3/436 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2207/12

Abstract: A method for providing a messaging service in a telecommunication system (900) includes providing a calling party with an option to leave a voice message (1010). If the calling party accepts the option, determining screening criteria for the called communication station (1018). In response to the screening criteria, the call is selectively completed to a messaging service (172).

Abstract translation: 一种用于在电信系统（900）中提供消息收发服务的方法包括向主叫方提供留下语音消息的选项（1010）。 如果主叫方接受该选项，则确定被叫通信台的甄别标准（1018）。 响应于筛选标准，呼叫被选择性地完成到消息服务（172）。

公开(公告)号：US07315518B1

公开(公告)日：2008-01-01

申请号：US10655008

申请日：2003-09-05

Applicant: Joseph Siegrist

Inventor： Joseph Siegrist

IPC: H04L12/16 ,  H04Q11/00 ,  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。

公开(公告)号：US07269253B1

公开(公告)日：2007-09-11

申请号：US11387305

申请日：2006-03-23

Applicant: Wai Wu ,  Toby Heller ,  Steven M. Hoffberg

Inventor： Wai Wu ,  Toby Heller ,  Steven M. Hoffberg

IPC: H04M3/00 ,  H04M5/00

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

Abstract: A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communication based on the communication classification, and target characteristics is determined in a combinatorial optimization. The optimization preferably comprises a cost benefit optimization. Predicted availability of a target may be another optimization factor.

Abstract translation: 一种通信系统和方法，其中接收多个通信，每个具有关联的分类信息，表示至少三个潜在目标的特征的信息; 以及基于通信分类的每个通信的最佳目标，并且在组合优化中确定目标特性。 优化优选包括成本效益优化。 目标的预测可用性可能是另一个优化因素。

公开(公告)号：US20070140468A1

公开(公告)日：2007-06-21

申请号：US11556273

申请日：2006-11-03

Applicant: Rene Lebel

Inventor： Rene Lebel

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2203/2072

Abstract: There is provided a system and a method for simultaneously scheduling resources in customer contact centers based on the requirements of each skill. Indeed, the method simply relies on the analysis and duplication, without using complex simulations, of the routing of particular calls to each agent for each of his skills and for each sub-interval of a working day to then provide a simultaneous scheduling of resources based on the requirements of each skill calculated from previously captured customers' needs for each sub-interval of each selected working period.

Abstract translation: 提供了一种基于每个技能的要求同时在客户联络中心调度资源的系统和方法。 实际上，该方法简单地依赖于分析和复制，而不需要使用复杂的模拟，对于每个代理人的每个技能的路由以及每个工作日的每个子间隔，随后提供基于资源的同时调度 根据从每个所选工作时段的每个子时间间隔以前捕获的客户需求计算的每项技能的要求。

公开(公告)号：US20070133781A1

公开(公告)日：2007-06-14

申请号：US11566358

申请日：2006-12-04

Applicant: BARBARA FEBONIO ,  Sandro Piccinini

Inventor： BARBARA FEBONIO ,  Sandro Piccinini

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M2201/12

Abstract: A method for the automatic assignment of a work unit to one of at least two agents for the execution thereof, comprising: assigning to the work unit a first attribute describing ranking of the work units; real-time calculating a current workloads of the agents, wherein said calculating is based on a number of work units currently assigned to the agents and on the respective ranking; and assigning the work unit based on the calculated current workloads of the at least two agents.

Abstract translation: 一种用于将工作单元自动分配给至少两个代理之一用于执行的方法，包括：向所述工作单元分配描述所述工作单元的排序的第一属性; 实时计算代理的当前工作负载，其中所述计算基于当前分配给代理的工作单元的数量和相应的排名; 以及基于所计算的所述至少两个代理的当前工作负载来分配所述工作单元。

公开(公告)号：US20060233348A1

公开(公告)日：2006-10-19

申请号：US11115845

申请日：2005-04-26

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  G06Q10/06375 ,  G06Q10/06398 ,  H04M2201/12 ,  H04M2201/36

Abstract: An embodiment of a system for optimizing agent performance includes a listener subsystem configured to acquire statistics from at least one contact center data source, and an application subsystem configured to receive said statistics from said listener subsystem. The application subsystem is further to calculate performance metrics based on the statistics, associate the performance metrics with a scorecard, and transmit data representative of the scorecard to a client for real-time presentation of the scorecard for consideration by a user using the client. The scorecard includes the performance metrics. The system is configured in a service-oriented architecture. In some embodiments, web services are used to acquire the statistics from the contact center data source.

Abstract translation: 用于优化代理性能的系统的实施例包括被配置为从至少一个联络中心数据源获取统计信息的侦听器子系统和被配置为从所述侦听器子系统接收所述统计信息的应用子系统。 应用子系统进一步基于统计量来计算性能度量，将性能度量与记分卡相关联，并将表示记分卡的数据传送到客户端，以便实时显示记分卡，以供使用客户端的用户考虑。 记分卡包括绩效指标。 系统配置在面向服务的体系结构中。 在一些实施例中，web服务用于从联络中心数据源获取统计信息。

公开(公告)号：US20060215634A1

公开(公告)日：2006-09-28

申请号：US11089776

申请日：2005-03-25

Applicant: Marian Croak ,  Hossein Eslambolchi

Inventor： Marian Croak ,  Hossein Eslambolchi

IPC: H04L12/66

CPC classification number: H04M7/1205 ,  H04M3/42102 ,  H04M3/487 ,  H04M3/523 ,  H04M3/5238 ,  H04M3/53383 ,  H04M7/006 ,  H04M2201/12 ,  H04M2201/18 ,  H04Q3/0029

Abstract: Method and apparatus for processing a call form an endpoint device in a packet network is described. In one example, a dialed number associated with the call is identified. For example, the dialed number may be identified using a dialed number identification service (DNIS). A current number of calls established by the packet network for the dialed number is determined. The current number of calls is compared to a threshold number of calls for the dialed number. At least one announcement associated with the dialed number is sent to the endpoint device in response to the current number of calls exceeding the threshold number of calls.

Abstract translation: 描述了用于处理分组网络中的端点设备的呼叫的方法和装置。 在一个示例中，识别与呼叫相关联的拨号号码。 例如，可以使用拨号号码识别服务（DNIS）来标识拨号号码。 由分组网络为拨号号码建立的当前呼叫数量被确定。 将当前呼叫次数与拨打号码的呼叫的阈值数进行比较。 响应于超过阈值呼叫次数的当前呼叫次数，至少与呼叫号码相关联的通知被发送到端点设备。

公开(公告)号：US07020264B1

公开(公告)日：2006-03-28

申请号：US09661181

申请日：2000-09-13

Applicant: Igor Neyman ,  Alec Miloslavsky

Inventor： Igor Neyman ,  Alec Miloslavsky

IPC: H04M3/42 ,  H04M3/523 ,  H04M7/00

CPC classification number: H04M3/5183 ,  H04M3/02 ,  H04M3/4211 ,  H04M3/436 ,  H04M3/46 ,  H04M3/465 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M2201/12

Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

公开(公告)号：US06868153B2

公开(公告)日：2005-03-15

申请号：US10096235

申请日：2002-03-12

Applicant: Anthony Dezonno ,  Jeff Hodson ,  Roger Sumner ,  Carlo Bonifazi ,  Mark Michelson ,  Robert Beckstrom ,  Mark Power ,  Craig Shambaugh

Inventor： Anthony Dezonno ,  Jeff Hodson ,  Roger Sumner ,  Carlo Bonifazi ,  Mark Michelson ,  Robert Beckstrom ,  Mark Power ,  Craig Shambaugh

IPC: H04M3/22 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/51 ,  H04M3/2218 ,  H04M3/5175 ,  H04M2201/12

Abstract: A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.

Abstract translation: 提供了一种用于测量呼叫中心的呼叫处理效率的方法和装置。 该方法包括以下步骤：测量用于呼叫的触摸点标记，并将测量的标记添加到呼叫的触摸点历史。

公开(公告)号：US20040240640A1

公开(公告)日：2004-12-02

申请号：US10864824

申请日：2004-06-08

Inventor： Doug Warner ,  Mike Myer ,  Tom Abshire

IPC: H04M011/00

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections on an automated phone system or other response system to present the most frequently used items earlier in the option list, or otherwise order options and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques. Prioritization of options provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

Abstract translation: 描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。 本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择集成，以在选项列表中提前最频繁地使用的项目，或以其他方式订购选项和信息。 呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。 基于文本相似性或其他技术，可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统。 选项的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。