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公开(公告)号：US09468040B2
公开(公告)日：2016-10-11
申请号：US14453113
申请日：2014-08-06
CPC分类号： H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
摘要： A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
摘要翻译： 由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。 交互站点根据请求进行识别。 为所识别的交互站点访问交互流文档，所述交互流文档包括使用包括交互式语音响应信道的多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。 确定用户设备用于联系多信道通信系统的通信信道。 基于确定的通信信道，交互流文档的代码被转换为可由多通道通信系统执行的代码，以使得多通道通信系统和用户设备能够通过所确定的通信信道来交换通信。 响应被发送到多信道通信系统。
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公开(公告)号：USRE46153E1
公开(公告)日：2016-09-20
申请号：US14578149
申请日：2014-12-19
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
CPC分类号： H04M3/5175 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
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53.发明授权公开(公告)号：US09444936B2
公开(公告)日：2016-09-13
申请号：US13969442
申请日：2013-08-16
CPC分类号： H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
摘要： An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
摘要翻译： 提供了一种装置并且包括处理器和存储器，所述存储器存储当由处理器从非暂时物理介质执行时使处理器检测何时接收到针对调度处理配置的交互请求的指令，否则 注册在与联络中心相关联的服务接入点处，从请求中识别调度数据，并将调度数据连同请求标识和位置标识符一起添加到调度和报告应用中，响应于确定 要处理调度的交互请求，并根据调度数据路由或引起交互请求的处理。 根据一个实施例，调度数据包括用于处理请求的调度时间和日期。
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公开(公告)号：US09430757B2
公开(公告)日：2016-08-30
申请号：US13802642
申请日：2013-03-13
发明人： Paul Segre
CPC分类号： G06F17/30867 , G06F9/4451 , G06F9/451 , G06F9/453 , G06F17/30554 , G06Q10/107 , G06Q30/01 , G06Q30/0281 , G06Q50/01 , H04L67/306 , H04M1/576 , H04M3/42068
摘要： A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.
摘要翻译： 一种用于在用户设备上显示上下文信息的方法，所述方法包括：识别与联系人相关联的触发事件; 识别与所述用户设备相关联的用户; 识别个性化配置简档基于联系人属性的属性或用户的属性中的至少一个; 识别与个性化配置简档相关联的上下文信息; 以及检索用于在用户设备上显示的上下文信息。
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55.发明授权System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements 有权基于预测和实际交互负载和人员配置要求在联络中心调度路由规则的系统公开(公告)号：US09424561B2
公开(公告)日：2016-08-23
申请号：US14642689
申请日：2015-03-09
发明人： Alan Wayne McCord
CPC分类号： H04M3/5238 , G06Q10/1093 , H04L12/66 , H04L41/00 , H04M3/5183 , H04M7/006
摘要： A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.
摘要翻译： 用于调度用于路由的资源和规则的系统包括连接到网络的服务器，可从服务器执行的调度应用程序以及用于调度路由规则的至少一个可编程软件代理。 调度应用程序接收关于传入交互的预测到达速率和当前资源可用性数据的统计数据，并根据预测要求调度资源和路由规则，软件代理传播相对于路由规则的调度部分。
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56.发明授权Graphical user interface and method for testing and visually representing telephony state 有权用于测试和可视化表示电话状态的图形用户界面和方法公开(公告)号：US09380162B2
公开(公告)日：2016-06-28
申请号：US13887227
申请日：2013-05-03
发明人： Mikhail G. Epiktetov
CPC分类号： H04M3/5183 , G06F3/04817 , G06F3/0482 , G06F3/04847 , H04L61/605 , H04L65/1006 , H04L65/1066 , H04M1/57 , H04M3/241
摘要： In one implementation an apparatus is provided, comprising a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to access a pre-designed graphical user interface (GUI) framework, load into the GUI, first party and third party call controls, load into the GUI, representations of telephony objects, load into the GUI, at least one interactive link to one or more scripting tools, load into the GUI, a interactive user control panel, load into the GUI, a digital tone detector, display the GUI on a computing appliance monitor, and display current call state for one or more call connection types.
摘要翻译： 在一个实现中，提供了一种包括处理器和存储器的装置，所述存储器存储指令，所述指令在由所述处理器执行时使所述处理器访问预先设计的图形用户界面（GUI）框架，加载到所述GUI中，所述第一方和 第三方呼叫控制，加载到GUI中，电话对象的表示，加载到GUI中，至少一个到一个或多个脚本工具的交互链接，加载到GUI中，交互式用户控制面板，加载到GUI中，数字 色调检测器，在计算设备监视器上显示GUI，并显示一个或多个呼叫连接类型的当前呼叫状态。
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57.发明授权公开(公告)号：US09357069B2
公开(公告)日：2016-05-31
申请号：US13705120
申请日：2012-12-04
CPC分类号： H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
摘要： A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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58.发明授权System and method for anticipatory dynamic customer segmentation for a contact center 有权用于联络中心的预期动态客户细分的系统和方法公开(公告)号：US09350867B2
公开(公告)日：2016-05-24
申请号：US14450194
申请日：2014-08-01
发明人： Herbert Willi Artur Ristock , Charlotte Toerck , Todd Hollenberg , Nikolay Korolev , Bradley Krug , David H. Anderson
CPC分类号： H04M3/5233 , G06Q10/04
摘要： System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.
摘要翻译： 用于在联络中心增强交互处理的系统和方法，包括动态地确定客户分段。 处理器检测与客户的未决交互。 响应于检测待处理的交互，处理器检索客户所属的第一客户段的标识。 第一个客户群与联络中心的第一个目标相关联。 处理器预测未决交互的结果，并根据预测结果识别第二客户细分。 处理器将客户重新关联到第二客户区段，其中第二客户区段与不同于第一业务目标的联络中心的第二目标相关联。 处理器根据第二个目标而不是第一个目标处理待决的交互。
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公开(公告)号：US09325844B2
公开(公告)日：2016-04-26
申请号：US14582164
申请日：2014-12-23
CPC分类号： H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
摘要： A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.
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公开(公告)号：US09257119B2
公开(公告)日：2016-02-09
申请号：US13764590
申请日：2013-02-11
申请人： Stéphane Blecon , Divi Laine
发明人： Stéphane Blecon , Divi Laine
CPC分类号： G10L15/265 , H04M3/42221 , H04M3/56 , H04M3/565 , H04M3/567 , H04M2201/40 , H04M2201/60
摘要： A telephony system comprising means to establish an initial telephone call (1) between at least two initial telephone terminals (2, 3) characterized in that it further comprises: a call recording server (5) designed to record said initial telephone call (1), a speech to text engine (6) able to make a text transcription (9) of said initial telephone call (1), a providing mean (7) able to provide said text transcription (9) to a third telephone terminal (4).
摘要翻译： 一种电话系统，包括在至少两个初始电话终端（2,3）之间建立初始电话呼叫（1）的装置，其特征在于，还包括：呼叫记录服务器（5），被设计为记录所述初始电话呼叫（1） 提供能够进行所述初始电话呼叫（1）的文本转录（9）的文本引擎（6），能够向第三电话终端（4）提供所述文本转录（9）的提供装置（7） 。
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