公开(公告)号：US09203964B1

公开(公告)日：2015-12-01

申请号：US14246210

申请日：2014-04-07

申请人： Noble Systems Corporation

发明人： Ellwood I. Neuer, III ,  Chad Hitchcock

IPC分类号： H04M1/00 ,  H04M3/51

CPC分类号： H04M3/5235 ,  H04M1/00 ,  H04M3/4234 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2203/5018 ,  H04M2203/6081 ,  H04W4/16

摘要： Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

摘要翻译： 公开了系统和方法，用于在执行各种合规性要求时由联络中心发起对无线号码的呼叫。 在一个实施例中，合规服务器和PBX合作发起对无线号码的呼叫。 代理登录到合规服务器，合规服务器向代理提供要拨打的无线号码。 代理人使用连接到集团电话的手机手动输入无线号码。 集团电话查询合规服务器有关建立无线呼叫。 经授权，集团电话建立到合规服务器的第一个呼叫支路，以及与呼叫支路连接到代理电话的被叫方的第二个呼叫支路。 在呼叫完成时，代理将呼叫发送到合规服务器，然后释放第一呼叫支路。 作为回应，PBX然后释放第二个呼叫支路。

公开(公告)号：US09160853B1

公开(公告)日：2015-10-13

申请号：US14572957

申请日：2014-12-17

申请人： Noble Systems Corporation

发明人： Rajesh S. Daddi ,  Jason P. Ouimette

IPC分类号： H04M3/00 ,  H04M3/51

CPC分类号： H04M3/5175 ,  G10L25/51 ,  H04M3/2281 ,  H04M2201/42 ,  H04M2203/401

摘要： A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.

摘要翻译： 实时语音分析系统（“RSTA系统”）在涉及联络中心代理和远程方的呼叫期间检测语音条件。 在检测到语音条件时，向警报报告模块（“ARM”）提供警报消息，其被配置为访问各种数据以形成RTSA警报。 在一个实施例中，RTSA警报是覆盖在网格上的代理图标上的暂时警报指示，其中代理图标表示代理并且被显示给联络中心主管。 关于警报的类型和严重性的信息可以由文本和非文本图像（诸如图标，颜色或符号）来传达。 可以在覆盖在代理图标上的警报气泡中指示代表每个代理收到的警报消息的累积数量的号码。 观众能够在选择警报气泡时请求详细的警报数据。

公开(公告)号：US09082094B1

公开(公告)日：2015-07-14

申请号：US13927682

申请日：2013-06-26

申请人： Noble Systems Corporation

发明人： Thomas J. Etter ,  Deena S. Etter ,  Karl H. Koster

IPC分类号： H04M3/51 ,  G06Q10/06

CPC分类号： G06Q10/06311 ,  H04M3/5175

摘要： Systems and methods are provided for facilitating equitable assignment of rotating shifts to agents in a contact center. In one embodiment, points are allocated to agents indicating their frequency of receiving undesirable shift assignments. Based on the previously allocated points, future undesirable shifts are assigned to agents. The point allocation scheme accommodates various exceptions scheduling periodic rotating shifts, such as skipping assignment of an agent from an upcoming undesirable shift, agents leaving, swapping a shift, and agents being added. In another embodiments, agents are assigned to rotating shifts using constructs of a cycle and a rotation template, which facilitates assigning agents to a work schedule with a calendar in a repetitious manner, and where certain shifts are non-rotational in nature and other shifts are rotational in nature.

摘要翻译： 提供了系统和方法，以便于公平分配轮班到联络中心的代理人。 在一个实施例中，点被分配给指示其接收不期望的移位分配的频率的代理。 基于以前分配的点，未来不期望的移动被分配给代理。 点分配方案适应各种异常情况来调度周期性的轮班，例如从即将到来的不期望的班次跳过代理人的分配，代理人离开，交换换班以及被添加的代理。 在另一个实施例中，使用循环和旋转模板的构造将代理分配给旋转移位，其有助于以重复的方式将代理分配给具有日历的工作进度，并且其中某些变化在本质上是非旋转的，并且其他移位是 性质旋转

公开(公告)号：US08965779B1

公开(公告)日：2015-02-24

申请号：US14556671

申请日：2014-12-01

申请人： Noble Systems Corporation

发明人： James K. Noble, Jr. ,  Jason P. Ouimette

IPC分类号： G06Q10/00

CPC分类号： G06Q10/06

摘要： Various embodiments of the invention provide methods, systems, and computer program products for fulfilling a portion of staffing requirements using an interactive voice response system (“IVR”). In particular embodiments, staffing requirements for a business activity are forecasted and a portion of the staffing requirements are identified that require fulfillment using the IVR. This portion of the staffing requirements includes one or more staff member positions required to be performed for the business activity. Eligible staff members that may fulfill the staff member positions are identified and a first member of the eligible staff members is contacted. Upon contacting the first member, the member is requested to fulfill a staff member position by the IVR and if the member accepts fulfilling the staff member position, an acceptance is sent from the IVR and the first member is scheduled based on his acceptance to fulfill the staff member position.

摘要翻译： 本发明的各种实施例提供用于使用交互式语音响应系统（“IVR”）来满足一部分人员需求的方法，系统和计算机程序产品。 在具体实施例中，预测业务活动的员工需求，并且识别出需要使用IVR来实现的部分人员需求。 这部分人员需求包括一个或多个要求为业务活动执行的工作人员职位。 确定可能履行职员职位的合格工作人员，并联系合格工作人员的第一名成员。 与第一名成员联系后，要求该成员由IVR履行职位，如果成员接受职工的职位，则从IVR发送验收，第一名成员根据其接受方式进行安排 工作人员职位。

公开(公告)号：US20140315521A1

公开(公告)日：2014-10-23

申请号：US13958011

申请日：2013-08-02

申请人： Noble Systems Corporation

发明人： Chad Hitchcock ,  Ellwood I. Neuer, III

IPC分类号： H04W4/16

CPC分类号： H04M3/5235 ,  H04M1/00 ,  H04M3/4234 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2203/5018 ,  H04M2203/6081 ,  H04W4/16

摘要： Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

摘要翻译： 公开了系统和方法，用于在执行各种合规性要求时由联络中心发起对无线号码的呼叫。 在一个实施例中，合规服务器和PBX合作发起对无线号码的呼叫。 代理登录到合规服务器，合规服务器向代理提供要拨打的无线号码。 代理人使用连接到集团电话的手机手动输入无线号码。 集团电话查询合规服务器有关建立无线呼叫。 经授权，集团电话建立到合规服务器的第一个呼叫支路，以及与呼叫支路连接到代理电话的被叫方的第二个呼叫支路。 在呼叫完成时，代理将呼叫发送到合规服务器，然后释放第一呼叫支路。 作为回应，PBX然后释放第二个呼叫支路。

公开(公告)号：US08781092B2

公开(公告)日：2014-07-15

申请号：US11290113

申请日：2005-11-30

申请人： James K. Noble, Jr.

发明人： James K. Noble, Jr.

IPC分类号： H04M3/42

CPC分类号： H04M3/5231 ,  H04M3/5166 ,  H04M2203/2011

摘要： Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when scheduling a callback time which assists the agent with servicing the scheduled callback more efficiently than the original incoming call. The system also uses algorithms and various system parameters to determine how many agents are needed to service all scheduled callbacks at a given time while maximizing the efficiency of the agents by avoiding having agents service callbacks which fail to reach the person to be serviced for various reasons. When not enough agents are available to handle the scheduled callbacks and current incoming calls the called back individual is automatically connected to the next available agent avoiding the line of incoming calls entirely. This results in not only increasing the efficiency of the agents it also decreases the time necessary for the call center to provide for the scheduling of future callbacks.

摘要翻译： 允许呼叫中心接收和调度入站呼叫服务的回呼约会的方法，这些呼叫方便入站呼叫者，并在预定的回呼时间内自动发出呼出呼叫。 当调度回呼时间时，系统从呼叫者收集信息，该呼叫协助代理服务于比原始来电更有效的调度回呼。 该系统还使用算法和各种系统参数来确定在给定时间为所有调度的回调服务所需的代理人数量，同时通过避免由于各种原因而使代理服务回调无法到达该服务人员而最大化代理的效率 。 当没有足够的代理可用于处理调度的回拨和当前来电时，被叫回的个人将自动连接到下一个可用的代理，避免完全进入来电。 这不仅增加了代理的效率，而且还减少了呼叫中心提供未来回调的调度所需的时间。

公开(公告)号：USRE44979E1

公开(公告)日：2014-07-01

申请号：US13668380

申请日：2012-11-05

申请人： Noble Systems Corporation

发明人： Richard Rodenbusch, Jr. ,  Daniel N. Duncan

IPC分类号： H04M3/00

CPC分类号： H04M3/5158

摘要： A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

摘要翻译： 提供了一种方法和系统，用于共同帐户分配的联系人记录。 比较引擎分析呼叫记录帐户以识别和标记相关的呼叫记录，例如与相同个人相关的呼叫记录帐户。 通用帐户标签检测器检测相关帐户，并与分发模块的公共帐户控制器进行通信，该分发模块在池和队列中分发联系人尝试。 公共帐户控制器定位相关帐户，例如通过搜索具有相同标签的帐户来防止与相关帐户相关联的个人的额外联系人尝试。 相关帐户转发给成功联系的运营商协调相关帐户的解决以及发起联系尝试的帐户。

公开(公告)号：US08738076B1

公开(公告)日：2014-05-27

申请号：US13902130

申请日：2013-05-24

申请人： Noble Systems Corporation

发明人： Chad Hitchcock ,  Ellwood Neuer, III

IPC分类号： H04M1/00

CPC分类号： H04M3/5235 ,  H04M1/00 ,  H04M3/4234 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2203/5018 ,  H04M2203/6081 ,  H04W4/16

摘要： Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

摘要翻译： 公开了系统和方法，用于在执行各种合规性要求时由联络中心发起对无线号码的呼叫。 在一个实施例中，合规服务器和PBX合作发起对无线号码的呼叫。 代理登录到合规服务器，合规服务器向代理提供要拨打的无线号码。 代理人使用连接到集团电话的手机手动输入无线号码。 集团电话查询合规服务器有关建立无线呼叫。 经授权，集团电话建立到合规服务器的第一个呼叫支路，以及与呼叫支路连接到代理电话的被叫方的第二个呼叫支路。 在呼叫完成时，代理将呼叫发送到合规服务器，然后释放第一呼叫支路。 作为回应，PBX然后释放第二个呼叫支路。

公开(公告)号：US20220129331A1

公开(公告)日：2022-04-28

申请号：US17570939

申请日：2022-01-07

申请人： Noble Systems Corporation

发明人： Michael C. Goodwin

IPC分类号： G06F9/54 ,  G06F16/22

摘要： Various embodiments of the invention provide methods, systems, and computer-program products for converting a connection string configured to use a first API to connect to a data source of a data source type to using a second, different API to connect to the data source. The data source type is identified as being associated with the string and the string is parsed and stored in a keyvalue dictionary. An object is instantiated for a subclass designed for the data source type. This subclass inherits from a base class that includes an abstract version of a method defined for the second API and the subclass includes a non-abstract version of this method. A string is generated by calling the method associated with the object, causing the non-abstract version to be executed, which uses the dictionary to generate the string configured to use the second API to connect to the data source.

公开(公告)号：US11249820B1

公开(公告)日：2022-02-15

申请号：US16783296

申请日：2020-02-06

申请人： Noble Systems Corporation

发明人： Michael C. Goodwin

IPC分类号： G06F9/44 ,  G06F9/54 ,  G06F16/22

摘要： Various embodiments of the invention provide methods, systems, and computer-program products for converting a connection string configured to use a first API to connect to a data source of a data source type to using a second, different API to connect to the data source. The data source type is identified as being associated with the string and the string is parsed and stored in a key-value dictionary. An object is instantiated for a subclass designed for the data source type. This subclass inherits from a base class that includes an abstract version of a method defined for the second API and the subclass includes a non-abstract version of this method. A string is generated by calling the method associated with the object, causing the non-abstract version to be executed, which uses the dictionary to generate the string configured to use the second API to connect to the data source.