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公开(公告)号：US08655837B2
公开(公告)日：2014-02-18
申请号：US10675371
申请日：2003-09-30
申请人： Robert Beckstrom , Anthony Dezonno
发明人： Robert Beckstrom , Anthony Dezonno
CPC分类号： H04M3/51 , H04M3/2281 , H04M3/5175
摘要： The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.
摘要翻译： 该方法和装置用于改善通信系统中的交易。 该方法包括：在通信系统中的事务中动态地监视第一方和第二方的至少一方之间的数据会话; 以及根据对第一方和第二方之间的数据会话的监视的功能，使第三方参与交易。 该装置实现该方法。
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公开(公告)号：US07386467B2
公开(公告)日：2008-06-10
申请号：US09941046
申请日：2001-08-28
IPC分类号： G06F11/34
CPC分类号： H04M7/003 , G06Q10/06398 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/006 , H04M2201/18
摘要： A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.
摘要翻译： 提供了一种用于维护和改善执行多个任务的代理的性能水平的方法和装置。 该方法包括以下步骤：为多个任务中的每个任务提供一个性能阈值，测量代理完成多个任务中的每个任务时的性能参数，并在代理执行任务时测量的性能参数训练代理 超过了多个任务的每个任务的任务的相应的性能阈值。
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公开(公告)号：US07058169B2
公开(公告)日：2006-06-06
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US20060002538A1
公开(公告)日：2006-01-05
申请号：US10883153
申请日：2004-06-30
申请人： Anthony Dezonno
发明人： Anthony Dezonno
CPC分类号： H04M3/42195 , H04M3/5158
摘要： Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.
摘要翻译： 队列回调系统和方法在没有资源的情况下通过提供一个预先建立的消息来处理对请求者的调度回调，从而请求建立替代回调。 非回调选项也可以呈现给相应的请求者。 代理还可以被组织在多个队列中，每个队列具有所选择的大小，以更有效地使用回调资源。
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5.发明授权公开(公告)号：US06970821B1
公开(公告)日：2005-11-29
申请号：US09670093
申请日：2000-09-26
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Jared Bluestein , Kenneth Venner , Jim F. Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Jared Bluestein , Kenneth Venner , Jim F. Martin , Darryl Hymel , Laird C. Williams
CPC分类号： G06F17/277 , G06F17/2775 , G06F17/2785 , G06Q30/02 , G10L15/22 , H04M3/51 , H04M2201/40 , H04M2203/357
摘要： A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.
摘要翻译： 提供一种方法和装置，用于在与客户进行线程对话期间呈现电话推销员遵循的脚本。 该方法包括以下步骤：将客户的响应的单词内容识别到所呈现的脚本的第一部分，并在响应的上下文中检测关键词和关键词。 该方法还包括以下步骤：在上下文中评估检测到的关键字和关键词以确定信息内容，将评估词的信息内容与多个预期客户响应的信息内容进行比较，并用 最接近的相对匹配并且跟随与客户的所选择的预期客户响应相关联的脚本作为所呈现的脚本的第二部分。
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公开(公告)号：US20050047583A1
公开(公告)日：2005-03-03
申请号：US10649539
申请日：2003-08-27
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
CPC分类号： H04M3/5233
摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.
摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。
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公开(公告)号：US07831033B2
公开(公告)日：2010-11-09
申请号：US11025166
申请日：2004-12-23
申请人： Anthony Dezonno
发明人： Anthony Dezonno
CPC分类号： H04M3/5232
摘要： A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.
摘要翻译： 提供了一种用于将多个代理分配给多个联系人的方法和装置。 该方法包括以下步骤：为多个联系人的每个联系人提供代理偏好的有序列表，为多个代理的每个代理提供联系偏好的有序列表，并将多个代理的代理分配给 基于联系人和代理人的偏好列表的多个联系人。
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公开(公告)号：US20060045067A1
公开(公告)日：2006-03-02
申请号：US10929872
申请日：2004-08-30
申请人： Anthony Dezonno , Roger Sumner
发明人： Anthony Dezonno , Roger Sumner
IPC分类号： H04L12/66
摘要： A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.
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公开(公告)号：US20060026241A1
公开(公告)日：2006-02-02
申请号：US10902451
申请日：2004-07-29
申请人： Anthony Dezonno
发明人： Anthony 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.
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公开(公告)号：US20060023868A1
公开(公告)日：2006-02-02
申请号：US10902621
申请日：2004-07-29
申请人： Anthony Dezonno , Roger Sumner , Sandy Biggam
发明人： Anthony Dezonno , Roger Sumner , Sandy Biggam
CPC分类号： H04M3/51
摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.
摘要翻译： 提供了一种用于在计算系统内处理信息的方法和装置。 该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一 基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内 计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。
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