公开(公告)号：US20150319100A1

公开(公告)日：2015-11-05

申请号：US14700472

申请日：2015-04-30

Applicant: Takahiro ASAI

Inventor： Takahiro ASAI

IPC: H04L12/911 ,  H04L29/08

CPC classification number: H04L47/70 ,  H04L67/12 ,  H04L67/125 ,  H04L67/141 ,  H04M3/4931 ,  H04M3/56 ,  H04M2201/36 ,  H04M2203/2044 ,  H04M2203/6009 ,  H04M2203/6081

Abstract: A communication management system receives, from a first communication terminal, an addition request for adding a second communication terminal as a candidate counterpart terminal of the first communication terminal, obtains information that associates provider identification information for identifying a provider with application identification information for identifying each one of applications that are provided by the provider, and controls not to transmit an addition approval request when first application identification information for identifying an application used by the first communication terminal and second application identification information for identifying an application used by the second communication terminal are not associated with the same provider identification information.

Abstract translation: 通信管理系统从第一通信终端接收添加作为第一通信终端的候选对方终端的第二通信终端的附加请求，获得将用于识别提供者的提供者识别信息与用于识别每个 由提供者提供的应用程序之一，并且当用于识别第一通信终端使用的应用的第一应用程序标识信息和用于识别第二通信终端使用的应用程序的第二应用程序标识信息时，控制不发送添加批准请求 不与相同的提供者标识信息相关联。

公开(公告)号：US20150237212A1

公开(公告)日：2015-08-20

申请号：US14702658

申请日：2015-05-01

Applicant: SATMAP International Holdings Ltd.

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

IPC: H04M3/523

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 determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade

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。 在一个特定实施例中，这些技术可以被实现为用于处理联络中心系统中的联系人和代理的方法，包括确定第一呼叫的第一呼叫者等级，确定第一代理的第一代理等级，以及匹配第一呼叫者和 第一代理人基于第一呼叫者等级与第一代理级别的比较

公开(公告)号：US09009494B2

公开(公告)日：2015-04-14

申请号：US13739650

申请日：2013-01-11

Applicant: Renesas Electronics Corporation

Inventor： Takayuki Shinohara ,  Masatoshi Kimura

IPC: G06F11/00 ,  G06F17/30 ,  G06F7/72 ,  H04L9/00 ,  H04L9/30

CPC classification number: G06F9/4403 ,  G06F3/061 ,  G06F3/0655 ,  G06F3/0679 ,  G06F7/725 ,  G06F13/385 ,  G06F13/4068 ,  G06F17/30091 ,  G06F2207/7228 ,  G06F2213/3806 ,  H04L9/003 ,  H04L9/3066 ,  H04L2209/08 ,  H04L2209/56 ,  H04M1/026 ,  H04M1/6505 ,  H04M1/72522 ,  H04M2201/36 ,  H04M2250/14

Abstract: A memory system is constituted of a file storage flash memory storing a control program required for a control portion and a large amount of data, and a random access memory storing a program used by the control portion and functioning as a buffer memory for received data. Thus, a memory system for a portable telephone capable of storing a large amount of received data at high-speed and allowing reading of the stored data at high-speed is provided.

Abstract translation: 存储器系统由存储控制部分所需的控制程序和大量数据的文件存储闪存组成，以及存储由控制部分使用并用作接收数据的缓冲存储器的程序的随机存取存储器。 因此，提供了一种能够高速存储大量接收数据并允许以高速读取所存储的数据的便携式电话的存储器系统。

公开(公告)号：US08995428B2

公开(公告)日：2015-03-31

申请号：US13144864

申请日：2009-01-16

Applicant: Lars-Olof Haster

Inventor： Lars-Olof Haster

IPC: H04L12/66 ,  H04M7/00 ,  H04L29/08

CPC classification number: H04M7/0093 ,  H04L67/2842 ,  H04M2201/18 ,  H04M2201/36

Abstract: Communications network node (5) configured to receive a called address string of a call destination and to output the called address string. The node comprises a processor (10) and a memory (12). The memory arranged to store at least one address string, and the processor configured to compare the called address string with the at least one stored address string. If the received called address string corresponds to one of the at least one stored address string the processor configured to cause the called address string to be output as a single signalling message.

Abstract translation: 通信网络节点（5），被配置为接收呼叫目的地的被叫地址串并输出被叫地址串。 节点包括处理器（10）和存储器（12）。 所述存储器被布置成存储至少一个地址串，并且所述处理器被配置为将所述被叫地址串与所述至少一个存储的地址串进行比较。 如果接收到的被叫地址字符串对应于至少一个存储的地址串中的一个，则被配置为使得被叫地址串被输出为单个信令消息的处理器。

公开(公告)号：US08935394B2

公开(公告)日：2015-01-13

申请号：US13734870

申请日：2013-01-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Federov

IPC: G06F15/173 ,  H04L12/751 ,  H04L12/24 ,  H04M3/523

CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract translation: 路由系统包括路由器，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。

公开(公告)号：US08917824B2

公开(公告)日：2014-12-23

申请号：US13688501

申请日：2012-11-29

Applicant: AT&T Mobility II LLC

Inventor： Michael Robert Zubas ,  Brian Rainer ,  William J. Sigmund

IPC: H04M1/64 ,  H04M3/533 ,  H04M3/537 ,  H04N7/14 ,  H04M1/725

CPC classification number: H04M3/53366 ,  H04M1/7255 ,  H04M1/72583 ,  H04M3/533 ,  H04M3/53333 ,  H04M3/537 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2203/253 ,  H04N7/147

Abstract: A method for managing visual voicemail messages includes displaying a list of voicemail messages on a telecommunications handset, receiving user commands for operating on the voicemail messages including a delete message command and in response to a delete message command, marking a voicemail message for deletion with a delete timestamp and moving the voicemail message to a Deleted Messages folder. A Deleted Message Age Indicator function processes to control permanent deletion of voicemail messages in the Deleted Messages folder based on delete timestamps and a global Delete Time value in cooperation with a visual voicemail platform.

Abstract translation: 用于管理可视语音邮件消息的方法包括在电信手机上显示语音邮件消息的列表，接收用于对包括删除消息命令的语音邮件消息进行操作的用户命令，并且响应于删除消息命令，标记用于删除的语音邮件消息 删除时间戳，并将语音邮件消息移动到已删除邮件文件夹。 删除的消息年龄指示器功能处理以根据删除时间戳和与可视语音邮件平台合作的全局删除时间值来控制在“已删除邮件”文件夹中永久删除语音邮件消息。

公开(公告)号：US08804939B2

公开(公告)日：2014-08-12

申请号：US13406854

申请日：2012-02-28

Applicant: Thomas M. Minnich ,  Ted Alan Wrenn, Jr.

Inventor： Thomas M. Minnich ,  Ted Alan Wrenn, Jr.

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/42365 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract translation: 用于计算多个代理中的每一个的平均能力的方法包括获得每个代理的呼叫完成数据。 呼叫完成数据用于计算每个代理的历史平均值。 历史平均值用于计算每个代理的平均能力。

公开(公告)号：US08781106B2

公开(公告)日：2014-07-15

申请号：US12202097

申请日：2008-08-29

Applicant: Hassan Afzal

Inventor： Hassan Afzal

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/408

Abstract: Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Abstract translation: 公开了用于将呼叫者路由到具有智能路由系统的联络中心中的代理的方法和系统。 示例性方法包括基于使用呼叫者数据和代理数据的模式匹配算法将呼叫者路由到代理，其中代理数据包括来自过去的代理 - 呼叫者配对的代理满足数据。 代理人满意度数据可以通过代理商对过去的代理人 - 来电者联系人的满意度的调查来获得。 模式匹配算法可以使用代理满意度数据来尝试增加未来呼叫的代理满意度，从而潜在地减少代理人的消耗和呼叫中心的成本，增加代理的士气等等。 来自过去代理人 - 来电者配对的代理人满意度数据和输出可以由联络中心针对其他代理数据和呼叫者数据进行加权，以期望输出变量的混合。

公开(公告)号：US08781101B2

公开(公告)日：2014-07-15

申请号：US14018208

申请日：2013-09-04

Applicant: Fujitsu Limited

Inventor： Naoto Kawashima ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/51 ,  H04M2201/36

Abstract: An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.

Abstract translation: 一种操作员管理装置，包括浏览时历史存储单元，被配置为记录与客户服务有关的浏览信息的数量的发送次数与运营商所使用的操作员终端相关联地连接到为客户服务的运营商的标识符， 多个操作者中的每一个，负载度存储单元，被配置为与浏览信息的发送次数相关联地存储操作者的负载度;确定单元，被配置为指定对应于所述浏览信息的特定的一个的发送次数 通过参照浏览时间历史存储单元来识别操作者，并且通过参考负载度存储单元来指定与指定数量的发送次数相对应的负载度;以及输出单元，被配置为输出指定的负载度。

公开(公告)号：US08781100B2

公开(公告)日：2014-07-15

申请号：US12490949

申请日：2009-06-24

Applicant: S. James P. Spottiswoode ,  Zia Chishti

Inventor： S. James P. Spottiswoode ,  Zia Chishti

IPC: H04M3/00 ,  G06F9/46

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/551

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.

Abstract translation: 公开了系统和过程，用于基于结果变量的相似概率将呼叫者路由到联络中心中的代理。 示例性概率乘数过程包括确定用于结果变量（例如，销售）的一组代理的代理性能，以及确定一组呼叫者对结果变量（例如，倾向或统计购买机会）的呼叫者倾向。 呼叫者和代理人根据呼叫者的结果变量的相应代理性能和倾向进行匹配，例如匹配呼叫者和具有相似性能的结果变量的代理，例如将排名最高的呼叫者与最高排名的代理相匹配，最差 排名呼叫者排名最差的代理人，等等。 呼叫者和代理人的表现和倾向可以转换为百分位数排名，呼叫者和代理可以根据最接近的百分比排名匹配进行匹配。