公开(公告)号：US20140010361A1

公开(公告)日：2014-01-09

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: H04M3/51

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：US08504096B2

公开(公告)日：2013-08-06

申请号：US12342873

申请日：2008-12-23

Applicant: John Lewis ,  Justin McNamara ,  Fulvio Arturo Cenciarelli ,  Jeffrey Mikan

Inventor： John Lewis ,  Justin McNamara ,  Fulvio Arturo Cenciarelli ,  Jeffrey Mikan

IPC: H04M1/00 ,  H04B1/38 ,  G06F3/00 ,  G06F3/048

CPC classification number: H04M3/44 ,  H04M1/274558 ,  H04M3/42204 ,  H04M2201/36

Abstract: An intelligent abbreviated dialing feature can use a portion of a phone number as a shortcut to dialing. Any portion of a phone number can be input into a communications device such as by pressing buttons on the keypad or speaking into a microphone. A processor in the communications device or on a network accessible by the communications device can generate the phone number register from frequently dialed numbers. The processor can compare the input into the communications device against the phone number register. For each digit of the phone number that is input into the communications device, the processor can search the phone numbers and provide search results with the corresponding numbers. A phone number can be selected from the search results and dialed.

公开(公告)号：US20130191551A1

公开(公告)日：2013-07-25

申请号：US13734870

申请日：2013-01-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Federov

IPC: H04L12/56

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.

公开(公告)号：US08472610B1

公开(公告)日：2013-06-25

申请号：US13188544

申请日：2011-07-22

Applicant: Michelle L Steinbeck ,  Joel G Mason

Inventor： Michelle L Steinbeck ,  Joel G Mason

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/42059 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/40

Abstract: Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.

公开(公告)号：US20130101109A1

公开(公告)日：2013-04-25

申请号：US13715765

申请日：2012-12-14

Applicant: The Resource Group International LTD

Inventor： Zia CHISHTI ,  S. James P. SPOTTISWOODE ,  Chris 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: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

公开(公告)号：US08411838B2

公开(公告)日：2013-04-02

申请号：US12524277

申请日：2008-01-25

Applicant: Toshiyuki Omiya

Inventor： Toshiyuki Omiya

IPC: H04M3/00 ,  H04M5/00 ,  G06Q10/00

CPC classification number: G06Q10/06 ,  G06Q10/04 ,  G06Q30/02 ,  H04M3/5175 ,  H04M2201/12 ,  H04M2201/36

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract translation: 管理服务器10通过从交换机收集来存储关于呼叫量的过去记录数据，根据分段对从前记录数据进行分类：从一个月初开始的一个月的7天期间; 一周中的一天 并且在一天中的预定时间段中，对于过去的预定术语，通过基于过去的记录数据获得具有作为目标变量的呼叫量的多元回归方程，通过对每一天的每一天执行多变量分析 并且根据多元回归方程计算由用户指定的术语中的呼叫量。

公开(公告)号：US08374588B2

公开(公告)日：2013-02-12

申请号：US12475746

申请日：2009-06-01

Applicant: Douglas J. Hurst

Inventor： Douglas J. Hurst

IPC: H04M3/42

CPC classification number: G06Q30/0255 ,  G06Q30/02 ,  G06Q30/0267 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/36 ,  H04M2207/18

Abstract: Methods and systems for sending marketing messages to mobile-device users from a mobile-commerce platform are described. In various illustrative embodiments, a marketing message is transmitted to a mobile-device user before, during, or after a transaction between the mobile-device user's mobile device and the mobile-commerce platform. The marketing message can be generated and timed based on rules input to the mobile-commerce platform by a merchant and can be based on historical transaction data associated with the mobile-device user, transaction parameters associated with a current or a most-recently-completed transaction involving the mobile-device user, a transaction type of a current or a most-recently-completed transaction involving the mobile-device user, or a combination thereof, depending on the particular embodiment.

Abstract translation: 描述了从移动商务平台向移动设备用户发送营销消息的方法和系统。 在各种说明性实施例中，在移动设备用户的移动设备和移动商务平台之间的交易之前，期间或之后，向移动设备用户传送营销消息。 可以基于商家输入到移动商务平台的规则来生成和定时营销消息，并且可以基于与移动设备用户相关联的历史交易数据，与当前或最近完成的交易参数相关联的交易参数 取决于具体实施例，涉及移动设备用户的交易，涉及移动设备用户的当前或最近完成的交易的交易类型或其组合。

公开(公告)号：US08374330B2

公开(公告)日：2013-02-12

申请号：US13262383

申请日：2010-03-11

Applicant: Philip L Eardley ,  Simon P A Ringland ,  Matthew D Walker

Inventor： Philip L Eardley ,  Simon P A Ringland ,  Matthew D Walker

IPC: H04M3/46 ,  H04M3/54 ,  H04M7/00 ,  H04L12/16 ,  H04L12/66

CPC classification number: H04M3/54 ,  H04M7/1225 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/36

Abstract: A method of call control in which a first communications network, detecting calls directed to a destination in the first network; redirects at least some of the calls to a destination in a second network (e.g. on no answer from the destination in the first network). The first network then operates in two phases. In a first phase, for a group of calls redirected to the second network, the time delay before the call is answered in the second network is recorded. When a number of time delays have been recorded, a delay period is set to a value less than the maximum value of the recorded time delays. In a second phase, for a second group of calls redirected to the second network subsequent to the calls of the first group, when a call of the second group is not answered in the second network within the delay period, the call is redirected to a message service associated with the first network.

Abstract translation: 一种呼叫控制的方法，其中第一通信网络检测指向第一网络中的目的地的呼叫; 将至少一些呼叫重定向到第二网络中的目的地（例如，在第一网络中的目的地没有应答的情况下）。 然后第一个网络分为两个阶段。 在第一阶段，对于重定向到第二网络的一组呼叫，在第二网络中应答呼叫之前的时间延迟被记录。 当已经记录了多个时间延迟时，延迟时间被设置为小于记录的时间延迟的最大值的值。 在第二阶段中，对于在第一组的呼叫之后重定向到第二网络的第二组呼叫，当在延迟时段内第二组的呼叫没有在第二网络中应答时，该呼叫被重定向到 与第一网络相关联的消息服务。

公开(公告)号：US08374317B2

公开(公告)日：2013-02-12

申请号：US12436943

申请日：2009-05-07

Applicant: Peeyush Jaiswal ,  James R. Lewis

Inventor： Peeyush Jaiswal ,  James R. Lewis

IPC: H04M1/64 ,  H04B7/00 ,  H04L12/66

CPC classification number: H04M3/493 ,  H04M3/42195 ,  H04M2201/36

Abstract: Embodiments of the present invention address deficiencies of the art in respect to interactive voice response (IVR) system session management and provide a method, system and computer program product for call interruption handling in an IVR data processing system. In an embodiment of the invention, a method for call interruption handling in an IVR data processing system can include detecting a call interruption of a telephone call between a caller and an IVR system during an established IVR session for the caller. The method also can include saving state information for the established IVR session in connection with the caller in response to detecting the call interruption. The method further can include determining a call back number for the caller and initiating a call back of the caller from the IVR system using the call back number of the caller thereby re-establishing an IVR session for the caller. Finally, the method can include restoring the saved state information for the re-established IVR session for the caller.

Abstract translation: 本发明的实施例解决了现有技术在交互式语音响应（IVR）系统会话管理方面的缺陷，并提供了用于IVR数据处理系统中的呼叫中断处理的方法，系统和计算机程序产品。 在本发明的一个实施例中，IVR数据处理系统中的呼叫中断处理方法可以包括在呼叫者建立的IVR会话期间检测呼叫者和IVR系统之间的电话呼叫的呼叫中断。 该方法还可以包括响应于检测到呼叫中断而保存与呼叫者相关联的建立的IVR会话的状态信息。 该方法还可以包括确定呼叫者的回叫号码，并且使用呼叫者的回叫号码从IVR系统发起呼叫者的回叫，从而为呼叫者重新建立IVR会话。 最后，该方法可以包括为呼叫者重新建立的IVR会话恢复保存的状态信息。

公开(公告)号：US20130028397A1

公开(公告)日：2013-01-31

申请号：US13628865

申请日：2012-09-27

Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

Inventor： James Jackson ,  Mehrad Yasrebi

IPC: H04M1/64

CPC classification number: H04M3/53333 ,  H04M2201/36

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a method that involves receiving an indication that communications with a subscriber have been interrupted while engaged in voicemail processing, and recording a pointer to a last state of voicemail processing. Additional embodiments are disclosed.

Abstract translation: 结合本公开的教导的系统可以包括例如涉及在进行语音邮件处理时接收与订户的通信已被中断以及记录指向最后的语音邮件处理状态的指示的方法。 公开了另外的实施例。