公开(公告)号：USRE45606E1

公开(公告)日：2015-07-07

申请号：US13789640

申请日：2013-03-07

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M3/00 ,  H04M3/51

CPC分类号： H04M3/51 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q3/0029 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

摘要： A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

公开(公告)号：US20080049929A1

公开(公告)日：2008-02-28

申请号：US11926385

申请日：2007-10-29

申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

IPC分类号： H04M3/00

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US20080046531A1

公开(公告)日：2008-02-21

申请号：US11926339

申请日：2007-10-29

申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

IPC分类号： G06F15/16

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US20080043975A1

公开(公告)日：2008-02-21

申请号：US11924963

申请日：2007-10-26

申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

IPC分类号： H04M7/00

CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

公开(公告)号：US07031442B1

公开(公告)日：2006-04-18

申请号：US08928861

申请日：1997-09-12

申请人： Igor Neyman ,  Michail Barskiy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Paul Karpenko ,  Alex Smelik ,  Alexander Volguin ,  Yuri Ostapchuk ,  Boris Livshits ,  Hamid Dadgar

发明人： Igor Neyman ,  Michail Barskiy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Paul Karpenko ,  Alex Smelik ,  Alexander Volguin ,  Yuri Ostapchuk ,  Boris Livshits ,  Hamid Dadgar

IPC分类号： H04M1/64 ,  H04M3/00

CPC分类号： H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

摘要： A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

摘要翻译： 作为客户驻地系统的一部分的客户端 - 服务器电话路由器系统具有适于在诸如公共分支交换机（PBX）或其他电话交换机的电话交换机上执行的客户端 - 服务器路由器，或者在由CTI连接的处理器 链接到电话交换机。 执行路由器的电话交换机或处理器连接到局域网（LAN），该局域网还互连靠近连接到电话交换机的电话的计算机工作站。 客户端用户界面应用程序在计算机工作站上运行，允许客户端编辑路由器的路由规则，该路由规则具有与客户驻地系统的用户和工作站相关联的路由规则列表。 编辑规则由专用于各个用户的部分由路由器保存。 使用此系统，用户可以在LAN上的工作站上编辑他自己的路由规则，并将编辑传输到客户端 - 服务器路由器，其中将遵循规则来路由该用户和协议的呼叫。

公开(公告)号：US06473787B2

公开(公告)日：2002-10-29

申请号：US09753733

申请日：2001-01-02

申请人： Alec Miloslavsky

发明人： Alec Miloslavsky

IPC分类号： G06F1516

CPC分类号： H04N7/15 ,  G06Q10/107 ,  H04L45/306 ,  H04L51/14 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5307 ,  H04M7/0054 ,  H04M2201/50 ,  H04M2242/22 ,  H04N7/148

摘要： A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions and perform load-balancing and alert functions based on the information stored in the database and the server. The router may also use queues and variable times may be set for actions to be taken on electronic mails.

摘要翻译： 公开了一种用于将电子邮件路由到处理中心中的多个支持人员之一的系统。 每个人都有一个适合某种类型的电子邮件的技能。 该系统包括用于从发送者接收电子邮件的电子邮件服务器，用于从电子邮件中提取相关信息的信息提取器和用于路由电子邮件的路由器。 该系统包含一个数据库，用于存储与所有可以回答电子邮件的人有关的信息。 该系统还包含用于存储系统中所有活动的历史的服务器。 路由器可以根据存储在数据库和服务器中的信息进行路由决策并执行负载平衡和警报功能。 路由器也可以使用队列，并且可以设置用于在电子邮件上执行的动作的可变时间。

公开(公告)号：US06201863B1

公开(公告)日：2001-03-13

申请号：US08802667

申请日：1997-02-19

申请人： Alec Miloslavsky

发明人： Alec Miloslavsky

IPC分类号： H04M300

CPC分类号： H04M3/436 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/42323

摘要： A personal telephone call router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a graphic user interface allowing an individual user to route incoming calls from his/her PC by drag-and-drop techniques. In some embodiments the user may also customize routing rules for incoming calls. In preferred embodiments incoming calls are directed in the telephony switch to a virtual routing destination. In some cases each individual user is associated with a specific virtual destination, and in others data associated with each call is broadcast on the LAN to be filtered at each PC on the Lan running a personal router according to an embodiment of the invention.

摘要翻译： 适于在连接到局域网（LAN）的个人计算机（PC）上执行的个人电话呼叫路由器，其中LAN也连接到计算机化电话交换系统，具有图形用户界面，允许单个用户将来话呼叫从 他/她的电脑通过拖放技术。 在一些实施例中，用户还可以为呼入呼叫定制路由规则。 在优选实施例中，传入呼叫被引导到电话交换机中到虚拟路由目的地。 在一些情况下，每个单独的用户与特定的虚拟目的地相关联，并且在另一些情况下，根据本发明的实施例，在运行个人路由器的LAN上的每个PC处，在LAN上广播与每个呼叫相关联的数据以进行过滤。

公开(公告)号：US06185291B2

公开(公告)日：2001-02-06

申请号：US08797420

申请日：1997-02-10

申请人： Alec Miloslavsky

发明人： Alec Miloslavsky

IPC分类号： H04M300

CPC分类号： H04Q3/62 ,  H04M3/42323 ,  H04M3/436

摘要： A personal telephone all router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a user interface allowing an individual user to customize routing rules for incoming calls. The interface in a preferred embodiment is a window displayable on a computer screen of the PC, allowing the user to review and edit personal routing rules in a high-level language. Data, such as caller ID and the like, associated with incoming calls received at the computerized telephony switching system is broadcast on the LAN prior to routing the incoming calls, and the broadcast data is utilized by individual editions of the personal telephone call router to prepare and send routing instructions on the LAN to the computerized switching system to route the incoming calls.

摘要翻译： 适于在连接到局域网（LAN）的个人计算机（PC）上执行的个人电话所有路由器，其中LAN也连接到计算机化电话交换系统，具有用户界面，允许个体用户定制用于进入的路由规则 电话。 优选实施例中的接口是可在PC的计算机屏幕上显示的窗口，允许用户以高级语言查看和编辑个人路由规则。 与在计算机化电话交换系统接收到的来话呼叫相关联的诸如呼叫者ID等的数据在路由呼入之前在LAN上广播，并且广播数据由个人电话呼叫路由器的各个版本使用以准备 并将LAN上的路由指令发送到计算机化交换系统以路由呼入。

公开(公告)号：US06181788B2

公开(公告)日：2001-01-30

申请号：US08947043

申请日：1997-10-08

申请人： Alec Miloslavsky

发明人： Alec Miloslavsky

IPC分类号： H04M700

CPC分类号： H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5236 ,  H04M3/5237 ,  H04M3/5238 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/551 ,  H04M2207/12 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

摘要： Uniform control of mixed platforms is provided in telephony by connecting computer-telephony integration (CTI) processors to telephony switching units in a network, and connecting the CTI processors by data links separate from the telephony links connecting the platforms. The switching units may be of different manufacture, type, and function, and may have CTI ports adapted to communicate with auxiliary processors by different CTI protocol. The CTI processors execute server applications that are capable of communicating by the various CTI protocols and with each opther as well, and are adapted also to provide uniform control of the switching units. Switching units may be variously be located in networks, such as publicly switched telephony networks, or in private equipment sets at customer premises.

摘要翻译： 通过将计算机电话集成（CTI）处理器连接到网络中的电话交换单元，以及通过与连接平台的电话链路分开的数据链路连接CTI处理器，在电话中提供混合平台的统一控制。 开关单元可以具有不同的制造，类型和功能，并且可以具有适于通过不同CTI协议与辅助处理器通信的CTI端口。 CTI处理器执行能够通过各种CTI协议和每个opther进行通信的服务器应用，并且还适于提供对开关单元的统一控制。 交换单元可以各种地位于诸如公共交换电话网络的网络中，或者位于客户驻地的私人设备组中。

公开(公告)号：US6122360A

公开(公告)日：2000-09-19

申请号：US443057

申请日：1999-11-18

申请人： Igor Neyman ,  Alec Miloslavsky

发明人： Igor Neyman ,  Alec Miloslavsky

IPC分类号： H04M3/00 ,  H04M3/42 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/64

CPC分类号： H04M3/5191 ,  H04M2201/38 ,  H04M3/436

摘要： A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

摘要翻译： 用于确定包括服务控制点（SCP）的电话网络中的进入电话呼叫的目的地的电话呼叫分配系统与多个工作站一起工作，每个工作站包括耦合到电话网络的电话和具有视频显示单元的邻近计算机站 （PC / VDU），通过广域网（WAN）连接到SCP的PC / VDU以及与每个PC / VDU相关联的个人路由器。 SCP通过WAN广播与入局电话呼叫有关的数据和对目的地的个人PC / VDU的请求，并且个人路由器基于各个路由规则和与呼叫有关的数据来协商目的地。 单个路由器中的至少一个响应于具有该呼叫的目的地的SCP。 在某些情况下，工作站与呼叫中心相关联，呼叫中心可能被CTI增强。 在这种情况下的单个路由器可以在连接在呼叫中心的工作站的局域网上的服务器上执行，该服务器将客户端 - 服务器关系中的各个路由器提供给工作站。