公开(公告)号：US5790635A

公开(公告)日：1998-08-04

申请号：US533484

申请日：1995-09-25

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/22 ,  H04M3/51 ,  H04M1/24 ,  H04M3/08

CPC分类号： H04M3/51 ,  H04M3/2272 ,  H04M3/5175

摘要： A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The monitoring system includes a timing circuit which measures the length of time of each of the active incoming telephone calls routed through the ACD. The length of time of the active calls are sent to an organizing circuit which organized the calls in order of decreasing duration. Each of the active calls are then monitored by decreasing duration at a supervisor telephone. Concomitantly, a display video circuit sends a unique identification code to a supervisor terminal uniquely identifying the agent who is handling the currently monitored call. The calls to be monitored are further defined by selecting a call exceed duration value. Until the length of a call exceeds or equals the call exceed duration value, the call is not monitored.

摘要翻译： 一种监视系统和方法，用于基本上自动监视通过诸如自动呼叫分配器（ACD）之类的电话交换机路由的有效呼入电话呼叫。 监视系统包括定时电路，其测量通过ACD路由的每个有效进入电话呼叫的时间长度。 活动呼叫的时间长度被发送到组织电路，其按照持续时间减少的顺序组织呼叫。 然后通过在主管电话上减少持续时间来监视每个活动呼叫。 伴随地，显示视频电路向维护者终端发送唯一的识别码，唯一地识别正在处理当前监视的呼叫的代理。 通过选择呼叫超过持续时间值进一步定义要监视的呼叫。 在呼叫长度超过或等于呼叫超过持续时间值之前，不监视呼叫。

公开(公告)号：US5737405A

公开(公告)日：1998-04-07

申请号：US506502

申请日：1995-07-25

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/22 ,  H04M3/36 ,  H04M3/51

CPC分类号： H04M3/36 ,  H04M3/51 ,  H04M3/2272 ,  H04M3/5175

摘要： An apparatus 200 and method for detecting when an interruption occurs between an agent associated with a telephonic switch, such as an automatic call distributor 100, and a caller during an incoming telephone call. The automatic call distributor 100 routes incoming telephone calls generated by callers at external telephonic units 102 to agents located at agent telephonic units 106. Additional information concerning incoming telephone calls is displayed to the agents on agent terminals 118. The apparatus 200 includes a detection circuit 210 for detecting when an agent and a caller are concomitantly talking during an incoming telephone call. A caller audio signal detector 216 detects caller audio signals representative of the speech of a caller on a first bus 204 in the automatic call distributor 100. Similarly, an agent audio signal detector 222 detects agent audio signals representative of the speech of an agent on a second bus 208 in the automatic call distributor 100. When speech is simultaneously detected on both the first and second busses 204 and 208, an interruption has occurred. Detected interruptions may be reported to a supervisor via supervisor terminal 108 and/or to the agent via agent terminal 118.

摘要翻译： 一种用于检测与电话交换机（例如自动呼叫分配器100）相关联的代理之间何时发生中断的方法，以及在进入的电话呼叫期间与主叫方之间发生中断的方法。 自动呼叫分配器100将外部电话单元102上的呼叫者产生的进入电话呼叫路由到代理电话单元106处的代理。有关进入电话呼叫的附加信息被显示给代理终端118上的代理。装置200包括检测电路210 用于检测代理和呼叫者在进入电话呼叫期间是否伴随通话。 呼叫者音频信号检测器216在自动呼叫分配器100中的第一总线204上检测表示呼叫者的语音的呼叫者音频信号。类似地，代理音频信号检测器222检测代表代理人的语音的代理音频信号 第二总线208在自动呼叫分配器100中。当在第一和第二总线204和208两者上同时检测到语音时，发生了中断。 检测到的中断可以经由主管终端108和/或经由代理终端118向代理报告给主管。

公开(公告)号：US5526417A

公开(公告)日：1996-06-11

申请号：US513063

申请日：1995-08-09

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/51 ,  H04M3/42

CPC分类号： H04M3/5166

摘要： An automatic call distributor (20) having a multiport switch (22) controlled by a central processing unit (26) in conjunction with a main memory (24) for connecting calls made from customers at customer telephonic units (16) through an external telephonic switching network (18) with agents stationed at a plurality of agent telephonic sets (12) coupled with the call distributor (20), an automated port conversation announcement system having a hard disk (25) for storing a postconversation voice messages in the voice of a particular agent stationed at an agent telephonic set (12), and a digital audio source card circuit (30) for playing a postconversation voice message in the voice of the particular agent to the customer at the customer telephonic unit (16) connected with the agent telephonic unit (12) in response to a disconnection from the agent telephonic set (12) at which the particular agent is stationed of a two way voice path established between the multiport switch (22) and the agent telephonic set (12).

摘要翻译： 一个具有由中央处理单元（26）控制的多端口开关（22）的自动呼叫分配器（20），与主存储器（24）结合，用于连接由客户电话单元（16）上的客户通过外部电话交换 网络（18），具有驻留在与呼叫分配器（20）耦合的多个代理电话机（12）的代理，具有硬盘（25）的自动端口会话通知系统，用于存储语音中的后转换语音消息 驻留在代理电话组（12）的特定代理以及数字音频源卡电路（30），用于以特定代理人的语音播放与代理连接的客户电话单元（16）处的客户的后转换语音消息 电话单元（12）响应于从代理电话组（12）断开特定代理所驻留的在多端口交换机（22）和该多端口交换机（22）之间建立的双向语音路径 电话组（12）。

公开(公告)号：US5434981A

公开(公告)日：1995-07-18

申请号：US47884

申请日：1993-04-15

申请人： John P. Lenihan ,  Anthony J. Dezonno

发明人： John P. Lenihan ,  Anthony J. Dezonno

IPC分类号： H04Q11/04 ,  G06F13/38

CPC分类号： H04Q11/04

摘要： A digital signal processing system for interfacing with a central control having at least a control port. The system has a control processor having an interface port connected to the control port of the central control. The control processor also has at least first, second and third ports. At least first, second and third kernel processors for running software application tasks have first, second and third ports connected to the first, second and third ports of the control processor, respectively, each of the kernel processors having a plurality of channel ports connected to a bus for providing a plurality of channels. The control processor in response to data received from the central control establishes one of a plurality of software application tasks in each of the kernel processors.

摘要翻译： 一种用于与至少具有控制端口的中央控制器接口的数字信号处理系统。 该系统具有控制处理器，其具有连接到中央控制器的控制端口的接口端口。 控制处理器还具有至少第一，第二和第三端口。 用于运行软件应用任务的至少第一，第二和第三内核处理器分别具有连接到控制处理器的第一，第二和第三端口的第一，第二和第三端口，每个内核处理器具有连接到 用于提供多个通道的总线。 响应于从中央控制器接收的数据，控制处理器在每个内核处理器中建立多个软件应用任务之一。

公开(公告)号：US08539034B2

公开(公告)日：2013-09-17

申请号：US10902451

申请日：2004-07-29

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： G06F15/16

CPC分类号： G06Q10/107 ,  H04L51/04

摘要： A system and method can broadcast a plurality of instant messages, at substantially the same time, via a computer network to a plurality of recipients. The recipients can respond via the network to a human or an automated agent. A predetermined reply message can be sent if all agents are busy.

摘要翻译： 系统和方法可以基本上同时经由计算机网络将多个即时消息广播到多个接收者。 收件人可以通过网络对人或自动化代理进行响应。 如果所有代理都忙，可以发送预定的回复消息。

公开(公告)号：US08073130B2

公开(公告)日：2011-12-06

申请号：US10900842

申请日：2004-07-28

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M3/5183 ,  H04M2201/38 ,  H04M2201/42

摘要： A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a terminal of the agent; selecting a set of possible responses for use by the agent from a plurality of sets of possible responses that are appropriate to the detected state of the customer service contact and visually prompting the agent with the selected set of possible responses.

摘要翻译： 提供了一种方法和装置，用于在与客户端的客户服务联系期间提示自动联系人分配器的代理。 该方法包括以下步骤：通过代理的终端的操作来检测与客户端的客户服务联系的状态; 从适合于检测到的客户服务联系人的状态的多组可能的响应中选择一组可能的响应以供代理使用，并用所选择的一组可能的响应以可视方式提示该代理。

公开(公告)号：US07027585B2

公开(公告)日：2006-04-11

申请号：US10156406

申请日：2002-05-28

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M7/003 ,  H04M1/2535 ,  H04M1/72519 ,  H04M3/42178 ,  H04M3/5191 ,  H04M2203/053 ,  Y10S379/908

摘要： A method and apparatus are provided for establishing a communication connection between a client of a website and an agent of the website. The method includes the steps of downloading a webpage from the website to the client, such webpage including an embedded agent access applet and a communication system port identifier of the agent, the communication port identifier of the agent being different than a communication port identifier of the web site, activating the agent access applet within the downloaded webpage and forming a communication connection between the client and the communication system port of the agent based upon operation of the activated applet.

摘要翻译： 提供了一种用于建立网站的客户端和网站的代理之间的通信连接的方法和装置。 该方法包括将网页从网站下载到客户端的步骤，包括代理的嵌入式代理访问小应用程序和通信系统端口标识符的网页，代理的通信端口标识符不同于通信端口标识符 网站，激活所下载的网页内的代理访问小应用程序，并且基于激活的小应用程序的操作，形成客户端和代理的通信系统端口之间的通信连接。

公开(公告)号：US06810077B1

公开(公告)日：2004-10-26

申请号：US09664620

申请日：2000-09-19

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04B138

CPC分类号： H04M1/72522 ,  H04M1/72547 ,  H04M1/72558 ,  H04M1/72563

摘要： A system and method for providing informative communications while a connection is being established between two communications devices, such as computers or facsimile machines. The method includes suppressing audio tones that are sent between the modems and presenting information to a user of the communications device while the connection is being established. The information includes advertisements, music, movie clips, news headlines, sports scores, stock quotes, weather, time of day, calendar reminders, horoscopes, and inspirational sayings. Such information is more informative to the user than the traditional audio tones utilized by the modems and therefore are suppressed in an embodiment of the current invention.

摘要翻译： 一种用于在诸如计算机或传真机之间的两个通信设备之间建立连接时提供信息通信的系统和方法。 该方法包括在建立连接的同时，抑制在调制解调器之间发送的音频音调和向通信设备的用户呈现信息。 信息包括广告，音乐，电影剪辑，新闻头条，体育比分，股票报价，天气，时间，日历提醒，星座和鼓舞人心的话语。 这样的信息对于用户而言比传统的调制解调器使用的音频音调更为有用，因此在本发明的实施例中被抑制。

公开(公告)号：US06282284B1

公开(公告)日：2001-08-28

申请号：US09399528

申请日：1999-09-20

申请人： Anthony J. Dezonno ,  William R. Quayle

发明人： Anthony J. Dezonno ,  William R. Quayle

IPC分类号： H04M300

CPC分类号： H04M7/003 ,  H04L29/06 ,  H04L69/329 ,  H04M3/42195 ,  H04M3/48 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04Q2213/13072 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13377 ,  H04Q2213/13389 ,  Y10S379/90

摘要： A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).

摘要翻译： 方法和系统（100）通过诸如因特网（108）的计算机网络在计算机操作者（102）和企业的代理（104）之间建立语音通信。 使用操作员计算机（106），计算机操作员（102）经由定制的主页（200）查看因特网上的商业产品或服务的广告（108）。 当操作者（102）希望订购产品或询问有关产品的其他问题时，操作者（102）激活“呼叫我”按钮（210）。 然后，向操作员（102）提供返回呼叫屏幕（300），其中插入名称（302），电话号码（304）和呼叫时间（306）的区域。 该信息在通过因特网（108）发送到与业务相关联的电话交换系统（112）的呼叫请求中进行分组。 电话交换系统（112）随后拨打电话号码（304）（306）。 当操作员（102）应答操作员电话（120）时，电话交换系统（112）经由代理电话（118）将操作员（102）与代理（104）连接。 电话交换系统（112）可以由电话计算机（114）和自动呼叫分配器（116）组成。

公开(公告)号：US5901215A

公开(公告)日：1999-05-04

申请号：US859534

申请日：1997-05-20

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/523 ,  H04Q3/64

CPC分类号： H04M3/5237 ,  H04Q3/64 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13166 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13344

摘要： An apparatus and method are provided for identifying a call record of a telephone call to be overflowed from a source automatic call distributor to a destination automatic call distributor. The call record is of a type having been previously stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and destination automatic call distributor in an area of the memory reserved for the source automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including the call identifier of the telephone call and an identifier of the source automatic call distributor. The method further includes the step of transferring an overflow request to the destination automatic call distributor including the call identifier and searching the overflow table using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor. Finally, the method includes the step of locating the call record using the call identifier and located identifier of the source automatic call distributor.

摘要翻译： 提供了一种用于识别要从源自动呼叫分配器溢出到目的地自动呼叫分配器的电话呼叫的呼叫记录的装置和方法。 呼叫记录是先前存储在源自动呼叫分配器的呼叫标识符之下的主机的存储器中的类型，服务于源自动呼叫分配器和目的地自动呼叫分配器的存储器中，该存储器保留用于源 自动呼叫经销商。 该方法包括将呼叫动作提供消息存储在主计算机的呼叫溢出表中，包括电话呼叫的呼叫标识和源自动呼叫分配器的标识符的步骤。 该方法还包括将包含呼叫标识符的目的地自动呼叫分配器的溢出请求传送到该目的地自动呼叫分配器，并使用传送到目的地自动呼叫分配器的呼叫标识符来搜索该溢出表的步骤，以定位源自动呼叫分配器的标识符。 最后，该方法包括使用源自动呼叫分配器的呼叫标识符和定位标识符来定位呼叫记录的步骤。