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公开(公告)号：US5923745A
公开(公告)日：1999-07-13
申请号：US808625
申请日：1997-02-28
申请人： Michael D. Hurd
发明人： Michael D. Hurd
CPC分类号： H04M3/523 , H04M2242/22 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/54 , H04Q3/72
摘要： A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.
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2.发明授权Method and system for integrating a plurality of call center agent performance enhancement modules 失效用于集成多个呼叫中心代理性能增强模块的方法和系统
公开(公告)号：US5621789A
公开(公告)日：1997-04-15
申请号：US115524
申请日：1993-09-01
CPC分类号： H04M3/523 , H04M3/36 , H04M3/51 , H04M2201/38
摘要： A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.
摘要翻译： 用于集成多个呼叫中心代理子系统模块以帮助呼叫中心代理有效响应客户呼叫的系统包括具有用于将呼叫中心代理与呼叫分配系统接口的中央处理单元的工作站。 在工作站内，存在多个模块，其集成方式显着地改善了呼叫中心代理向客户提供完全响应和高效的服务的能力。 本发明的集成模块在呼叫中心代理语音，数据和图像的控制下在单个地方提供，代理人可以通过该语音完成服务于客户呼叫。
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3.发明授权Automatic call distribution (ACD) switching system having distributed processing capability 失效具有分布式处理能力的自动呼叫分配（ACD）交换系统
公开(公告)号：US4893301A
公开(公告)日：1990-01-09
申请号：US226229
申请日：1988-07-29
CPC分类号： H01R12/7005 , H04M3/523 , H04Q1/023 , H04Q1/15 , H04Q11/04 , H05K7/1409 , H05K7/1461 , H04Q2213/13072 , H04Q2213/13107
摘要： An automatic call distribution (ACD) switching system having a plurality of agent/trunk interface circuits for selectively connecting a plurality of telephone trunks to a plurality of agent workstations. The ACD switching system includes at least a first line interface module having a shelf control module for controlling a plurality of carrier card slots. At least one of the carrier card slots includes a carrier card for supporting a plurality of agent/trunk interface circuit "subcards" in closely-aligned parallel relation to the carrier card. Each carrier card and the shelf control module include digital processing circuits and an HDLC transceiver to facilitate the interconnection of first and second agent/trunk interface circuits upon a call processing request for service. In the preferred embodiment, control information used to effect the interconnection of the agent/trunk interface circuits is transmitted throughout the switching system in a dedicated timeslot along a digital voice PCM bus. A second line interface module can be provided at a geographically-remote location from the first line interface module for remote processing. The first and second line interface modules are then interconnected via a T-1 span line.
摘要翻译： 一种具有多个代理/中继线接口电路的自动呼叫分配（ACD）交换系统，用于选择性地将多个电话干线连接到多个代理工作站。 ACD交换系统至少包括具有用于控制多个载波卡槽的货架控制模块的第一线路接口模块。 载波卡插槽中的至少一个包括用于以与载体卡紧密对齐的平行关系支持多个代理/中继线接口电路“子”的载体卡。 每个载体卡和货架控制模块包括数字处理电路和HDLC收发器，以便在呼叫处理服务请求时促进第一和第二代理/中继线接口电路的互连。 在优选实施例中，用于实现代理/中继线接口电路的互连的控制信息在整个交换系统中沿着数字语音PCM总线在专用时隙中传输。 可以在距离第一线路接口模块的地理上远离的位置处提供第二线路接口模块用于远程处理。 然后，第一和第二线路接口模块通过T-1跨接线路互连。
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公开(公告)号：US6058163A
公开(公告)日：2000-05-02
申请号：US854435
申请日：1997-05-12
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.
摘要翻译： 一种方法和系统允许使用各种调度标准监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 服务代表的监视时间表可以基于具有诸如时间间隔，调度规则，呼叫次数，监视长度，随机指示符，呼叫类型信息，代理性能级别信息，呼叫流量等调度准则的监视时段 信息等。 如果满足相关监测期的调度标准，该方法和系统记录客户呼叫。
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5.发明授权Method and system for transferring calls and call-related data between a plurality of call centers 失效用于在多个呼叫中心之间传送呼叫和呼叫相关数据的方法和系统
公开(公告)号：US5684870A
公开(公告)日：1997-11-04
申请号：US707872
申请日：1996-09-09
CPC分类号： H04M3/5183 , H04M3/5237 , H04M3/58 , H04M2201/38 , H04M3/42323 , H04M7/00 , H04M7/009
摘要： This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor or similar routing device to route the voice component to an available customer service representative. The routing device then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.
摘要翻译： 本发明允许与标识例如呼叫者姓名，相关帐户信息，在需要转移呼叫之前获取的任何交易信息以及为什么呼叫者在多个呼叫中心之间被转移的数据一起转移呼叫。 因此，本发明的方法和系统协调语音组件和呼叫的数据组件，以便通过诸如交换网络的通信路径将呼叫从第一呼叫中心传送到第二呼叫中心。 第一呼叫中心包括必要的网络控制电路，用于引导相关联的交换网络将呼叫的语音分量与用于唯一标识呼叫的标识符一起传送到第二呼叫中心。 可以使用DNIS和/或ISDN协议原理来生成标识符。 该方法和系统还生成并引导从第一呼叫中心到第二呼叫中心的传送屏幕。 唯一标识符也附加到传输屏幕。 在第二呼叫控制中心使用唯一标识符，本发明使用自动呼叫分配器或类似的路由设备将语音组件路由到可用的客户服务代表。 路由设备然后通知客户服务代表的身份的第二呼叫中心的控制电路。 然后，控制电路将传送屏幕发送到客户服务代表可以借助于传送屏幕信息来服务呼叫的工作站。
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6.发明授权Method and system for transferring calls and call-related data between a plurality of call centers 失效用于在多个呼叫中心之间传送呼叫和呼叫相关数据的方法和系统
公开(公告)号：US5555299A
公开(公告)日：1996-09-10
申请号：US502596
申请日：1995-07-14
CPC分类号： H04M3/5183 , H04M3/5237 , H04M3/58 , H04M2201/38 , H04M3/42323 , H04M7/00 , H04M7/009
摘要： This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor to route the voice component to an available customer service representative. The call distributor then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.
摘要翻译： 本发明允许与标识呼叫者姓名，相关帐户信息，在需要转移呼叫之前获取的任何交易信息以及为什么呼叫者在多个呼叫中心之间被转移的数据一起传送呼叫。 因此，本发明的方法和系统协调语音组件和呼叫的数据组件，以便通过诸如交换网络的通信路径将呼叫从第一呼叫中心传送到第二呼叫中心。 第一呼叫中心包括必要的网络控制电路，用于引导相关联的交换网络将呼叫的语音分量与用于唯一标识呼叫的标识符一起传送到第二呼叫中心。 可以使用DNIS和/或ISDN协议原理来生成标识符。 本发明还生成并引导从第一呼叫中心到第二呼叫中心的传送屏幕。 唯一标识符也附加到传输屏幕。 在第二呼叫控制中心使用唯一标识符，本发明使用自动呼叫分配器将语音组件路由到可用的客户服务代表。 然后，呼叫分配器向第二呼叫中心的控制电路通知客户服务代表的身份。 然后，控制电路将传送屏幕发送到客户服务代表可以借助于传送屏幕信息来服务呼叫的工作站。
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公开(公告)号：US5946375A
公开(公告)日：1999-08-31
申请号：US854819
申请日：1997-05-12
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.
摘要翻译： 一种方法和系统允许通过记录会话来监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 可以基于多个调度准则来选择记录的会话，包括时间间隔，调度规则，呼叫次数，监视长度，随机指示符，呼叫类型信息，代理性能级别信息，呼叫业务信息， 和别的。 该方法和系统将回放满足调度标准的已记录会话的那些部分。
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8.发明授权
公开(公告)号：US5500795A
公开(公告)日：1996-03-19
申请号：US271228
申请日：1994-07-06
申请人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
发明人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
CPC分类号： H04M3/51 , G06Q10/0639 , G06Q10/10 , G06Q99/00 , H04M3/36 , H04M3/5175
摘要： A method and system for generating performance data relating to the efficiency of an organization and including the steps of describing a plurality of performance variables associated with the organization. The performance variables describe measurable properties of the organization. The invention further maps each of the performance variables to a normalized performance variable mapping that has a neutral value and at least one inflection point of the performance variable within a normalized range of values. Each inflection point describes effects of the normalized performance variable in changing from a positive influence to a negative influence on the organization's efficiency. Then the invention assigns a weighting factor to each of the normalized performance variables to produce a plurality of weighted normalized performance variables. The method and system calculate the efficiency of the organization as a function of the plurality of weighted normalized performance variables. The method and system further include the use and maintenance of instruction tables for identifying interactions among the various performance variables.
摘要翻译： 一种用于产生与组织的效率有关的性能数据的方法和系统，并且包括描述与组织相关联的多个性能变量的步骤。 性能变量描述组织的可衡量属性。 本发明还将每个性能变量映射到归一化的性能变量映射，该归一化性能变量映射具有在归一化值范围内的性能变量的中性值和至少一个拐点。 每个拐点描述了归一化性能变量在从积极影响转变为对组织效率的负面影响的影响。 然后，本发明为每个标准化的性能变量分配加权因子，以产生多个加权的归一化性能变量。 该方法和系统根据多个加权归一化性能变量计算组织的效率。 该方法和系统还包括使用和维护用于识别各种性能变量之间的交互的指令表。
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9.发明授权Method and system for transferring calls and call-related data between a plurality of call centers 失效用于在多个呼叫中心之间传送呼叫和呼叫相关数据的方法和系统
公开(公告)号：US5937051A
公开(公告)日：1999-08-10
申请号：US795950
申请日：1997-02-28
CPC分类号： H04M3/5183 , H04M3/523 , H04M3/5237 , H04M3/58 , H04M2201/38 , H04M3/42323 , H04M7/009
摘要： A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call. A second voice instrument and a second contact control server are coupled to the second call distribution circuit. The second voice instrument receives the voice component. The second contact control server receives the data component via a second communication path from the first contact control server. The second contact control server associates the data component and the voice component using the identifier. A second workstation, coupled to the second contact control server, receives the data component.
摘要翻译： 提供用于传送语音组件和服务呼叫的数据组件的系统。 该系统包括接收包括语音分量的服务呼叫的第一呼叫分配电路。 第一语音工具和第一接触控制服务器耦合到第一呼叫分配电路。 第一个语音工具接收语音组件。 第一接触控制服务器产生与语音分量相关的数据分量。 耦合到第一接触控制服务器的第一工作站接收数据组件。 第二呼叫分配电路经由来自第一呼叫分配电路的第一通信路径接收ISDN支持的转移呼叫中的语音分量。 ISDN支持的转移呼叫指定与第一语音工具相关联的标识符。 第二呼叫分配电路从ISDN支持的转接呼叫确定标识符。 第二语音工具和第二接触控制服务器耦合到第二呼叫分配电路。 第二个语音工具接收语音组件。 第二接触控制服务器经由来自第一接触控制服务器的第二通信路径接收数据分量。 第二接触控制服务器使用标识符来关联数据分量和语音分量。 耦合到第二接触控制服务器的第二工作站接收数据组件。
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10.发明授权
公开(公告)号：US5684964A
公开(公告)日：1997-11-04
申请号：US610550
申请日：1996-03-06
申请人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
发明人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
CPC分类号： G06Q10/10 , G06Q10/06375 , G06Q10/0639 , G06Q10/06398 , H04M3/36 , H04M3/51 , H04M3/5175
摘要： A method and system generate performance data relating to the efficiency of an organization and include the steps of and instructions for describing a plurality of performance variables associated with the organization. The performance variables describe measurable properties of the organization. The invention further maps each of the performance variables to a normalized performance variable mapping that has a neutral value and at least one inflection point of the performance variable within a normalized range of values. Each inflection point describes effects of the normalized performance variable in changing from a positive influence to a negative influence on the organization's efficiency. Then the invention assigns a weighting factor to each of the normalized performance variables to produce a plurality of weighted normalized performance variables. The method and system calculate the efficiency of the organization as a function of the plurality of weighted normalized performance variables. The method and system further include the use and maintenance of instruction tables for identifying interactions among the various performance variables.
摘要翻译： 一种方法和系统产生与组织的效率相关的性能数据，并且包括用于描述与组织相关联的多个性能变量的步骤和指令。 性能变量描述组织的可衡量属性。 本发明还将每个性能变量映射到归一化的性能变量映射，该归一化性能变量映射具有在归一化值范围内的性能变量的中性值和至少一个拐点。 每个拐点描述了归一化性能变量在从积极影响转变为对组织效率的负面影响的影响。 然后，本发明为每个标准化的性能变量分配加权因子，以产生多个加权的归一化性能变量。 该方法和系统根据多个加权归一化性能变量计算组织的效率。 该方法和系统还包括使用和维护用于识别各种性能变量之间的交互的指令表。
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