公开(公告)号：US20020076030A1

公开(公告)日：2002-06-20

申请号：US09983293

申请日：2001-10-23

Inventor： Steven W. Statham ,  Ronald A. Medo

IPC: H04M015/00 ,  H04M007/00

CPC classification number: H04M3/22 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/5175 ,  H04M3/5237 ,  H04M3/53325 ,  H04M2201/12 ,  H04M2201/36

Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

Abstract translation: 近来，通信服务提供商能够为大型企业提供在多个地理上分散的呼叫中心之间共享呼叫中心运营的能力。 特别地，已经开发了网络驻留呼叫处理技术，用于执行通信网络内的每个入站呼叫的一些处理和排队，即在呼叫转发到特定呼叫中心的ACD之前。 然而，通过将呼叫中心操作的一部分外包给基于网络的呼叫路由系统，呼叫中心不再能够维持直接控制，并且通常不能直接访问诸如关于呼叫的呼叫的信息 网络或其他呼叫中心。 因此，提供了允许实体获取关于网络或其他呼叫中心内的呼叫的信息的接口。

公开(公告)号：US5703941A

公开(公告)日：1997-12-30

申请号：US671775

申请日：1996-03-14

Applicant: Akihisa Nakajima ,  Masami Yabusaki ,  Shoichi Hirata ,  Kenichi Yamaguchi ,  Shiokazu Fujiwara ,  Yasuo Maruyama ,  Yasuyuki Uchiyama ,  Eriko Takemoto

Inventor： Akihisa Nakajima ,  Masami Yabusaki ,  Shoichi Hirata ,  Kenichi Yamaguchi ,  Shiokazu Fujiwara ,  Yasuo Maruyama ,  Yasuyuki Uchiyama ,  Eriko Takemoto

IPC: H04M1/57 ,  H04M3/42 ,  H04M3/428 ,  H04Q3/00 ,  H04Q3/545 ,  H04Q3/70 ,  H04Q3/72

CPC classification number: H04M3/428 ,  H04M3/42229 ,  H04Q3/0016 ,  H04Q3/54533 ,  H04M1/57 ,  H04M2201/36 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04Q2213/1307 ,  H04Q2213/1309 ,  H04Q2213/13097 ,  H04Q2213/13098 ,  H04Q2213/13103 ,  H04Q2213/13173 ,  H04Q2213/13176 ,  H04Q3/70 ,  H04Q3/72

Abstract: A switching center 30 comprises a memory part M2, a memory part M3, and a memory part M4. The memory part M2 stores a terminating terminal number corresponding to and registered by each subscriber. The memory part M3 stores idle/busy information corresponding to each terminal. The memory part M4 stores idle/busy information corresponding to each subscriber. When a subscriber 11.sub.1 makes a call at a terminal 12.sub.2, the switching center 30 determines whether the idle/busy information for the subscriber 11.sub.1 stored in the memory part M4 is idle or busy. When the idle/memory information represents idle, the switching center 30 refers to the idle/busy information for the terminal 12.sub.2 stored in the memory part M3. When this idle/busy information represents idle, the switching center 30 reads out the terminal number of a terminating terminal of a terminating subscriber stored in the terminating terminal memory part M2 and performs an outgoing call connection process. At this point, the switching center 30 also sets the idle/busy information for the subscriber 11.sub.1 and the terminal 12.sub.2 to busy state. When the subscriber 11.sub.1 makes a call, while the terminating terminal 12.sub.1 is performing an incoming call connection process for the subscriber 11.sub.1, since the idle/busy information for the subscriber 11.sub.1 has been set to the busy state, even if the terminal 12.sub.2 is idle, the switching center 30 does not perform an outgoing call connection process for the subscriber 11.sub.1 at the terminal 12.sub.2.

Abstract translation: 交换中心30包括存储器部分M2，存储器部分M3和存储器部分M4。 存储器部分M2存储对应于每个用户登记的终接终端号码。 存储器部分M3存储对应于每个终端的空闲/忙碌信息。 存储器部分M4存储对应于每个用户的空闲/忙碌信息。 当用户111在终端122进行呼叫时，交换中心30确定存储在存储器部分M4中的用户111的空闲/忙碌信息是空闲还是忙碌。 当空闲/存储器信息表示空闲时，交换中心30参考存储在存储器M3中的终端122的空闲/忙碌信息。 当该空闲/忙碌信息表示空闲时，交换中心30读出存储在终接终端存储器部分M2中的终止用户的终接终端的终端号，并执行呼出连接处理。 此时，交换中心30还将用户111和终端122的闲/忙信息设置为忙状态。 当用户111进行呼叫时，当终端121正在为用户111进行呼入连接处理时，由于用户111的空闲/忙碌信息已被设置为忙状态，即使终端122空闲 交换中心30在终端122处不对用户111执行呼出连接处理。