公开(公告)号：US5907611A

公开(公告)日：1999-05-25

申请号：US843021

申请日：1997-04-11

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

IPC分类号： H04M3/523 ,  H04Q3/64

CPC分类号： H04Q3/64 ,  H04M3/5237 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13162 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/1322 ,  H04Q2213/13344

摘要： An apparatus and method are provided for identifying a call record of a telephone call received from a PSTN and overflowed from a source automatic call distributor to a destination automatic call distributor, the call record having been stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor. An overflow request is transferred over an ISDN facility to the destination automatic call distributor including the call identifier. The overflow table is searched using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor and the call record is identified using the call identifier and located identifier of the source automatic call identifier.

摘要翻译： 提供了一种用于识别从PSTN接收并从源自动呼叫分配器溢出到目的地自动呼叫分配器的电话呼叫的呼叫记录的装置和方法，呼叫记录已经存储在源自动呼叫分配器的呼叫标识符下 在主机的存储器中，服务于源自动呼叫分配器和目的地自动呼叫分配器。 该方法包括将呼叫动作提供消息存储在主计算机的呼叫溢出表中，包括由源自动呼叫分配器分配的呼叫标识符和源自动呼叫分配器的标识符的步骤。 溢出请求通过ISDN设备传送到包括呼叫标识符的目的地自动呼叫分配器。 使用传送到目的地自动呼叫分配器的呼叫标识符来搜索溢出表，以定位源自动呼叫分配器的标识符，并且使用呼叫标识符和源自动呼叫标识符的定位标识符来标识呼叫记录。

公开(公告)号：US5815565A

公开(公告)日：1998-09-29

申请号：US535431

申请日：1995-09-28

申请人： Lonnie Doremus ,  Wayne L. Harbuziuk ,  David L. Blaha

发明人： Lonnie Doremus ,  Wayne L. Harbuziuk ,  David L. Blaha

IPC分类号： H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/22

CPC分类号： H04M3/36 ,  H04M3/51 ,  H04M3/42221

摘要： A service evaluator system and method for evaluating, based on DNIS numbers, incoming telephone calls routed through a telephonic switch, such as an automatic call distributor (ACD) 100 is provided. Supervisory personnel select one or more dialed number identification service (DNIS) numbers for evaluation via a supervisory terminal 108. A DNIS evaluator circuit 120 of the ACD 100 stores the selected DNIS numbers. When a DNIS incoming telephone call is received by the ACD 100, the DNIS evaluator circuit 120 collects the DNIS number transmitted with the call. The DNIS evaluator circuit 120 determines whether any of the selected DNIS numbers match the collected DNIS number. If one of the selected DNIS numbers matches the collected DNIS number, the supervisor is connected to the call, preferably in a nonintrusive manner.

摘要翻译： 一种服务评估器系统和方法，用于基于DNIS号码来评估通过诸如自动呼叫分配器（ACD）100的电话交换机路由的呼入电话呼叫。 监督人员通过监控终端108选择一个或多个拨号号码识别服务（DNIS）号码进行评估.ACD100的DNIS评估器电路120存储所选择的DNIS号码。 当由ACD100接收到DNIS呼入电话时，DNIS评估器电路120收集与呼叫一起发送的DNIS号码。 DNIS评估器电路120确定所选择的DNIS号码中的任何一个是否与所收集的DNIS号码相匹配。 如果其中一个选定的DNIS号码与收集的DNIS号码相匹配，则主管机构最好以非侵入式方式连接至该呼叫。

公开(公告)号：US5586178A

公开(公告)日：1996-12-17

申请号：US315047

申请日：1994-09-29

申请人： Peter J. Koenig ,  David L. Blaha

发明人： Peter J. Koenig ,  David L. Blaha

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/00 ,  H04M11/04 ,  H04M15/00

CPC分类号： H04M3/51 ,  H04M3/42221

摘要： An interface (204) for an automatic call distributor (102) which connects incoming telephone calls to selected ones of a plurality of agents provides communications with a host computer (108). An agent (112) communicates to the automatic call distributor (102) through a host terminal (104) connected to the host computer (108). The interface (204) permits the agent (112) to request the assistance of a supervisor (116), to initiate an emergency and to repeat an announcement. The interface (204) receives signals from the host computer (108) via a data link (110). The signals being representative of the desired function requested by the agent (112). The interface (204) conditions the signals for proper receipt by the automatic call distributor (102) such that the automatic call distributor (102) performs the requested function.

摘要翻译： 用于将进入的电话呼叫连接到多个代理中的选定的代理的用于自动呼叫分配器（102）的接口（204）提供与主计算机（108）的通信。 代理（112）通过连接到主计算机（108）的主机终端（104）与自动呼叫分配器（102）进行通信。 接口（204）允许代理（112）请求主管（116）的协助，发起紧急事件并重复通知。 接口（204）经由数据链路（110）从主计算机（108）接收信号。 信号代表由代理（112）请求的期望功能。 接口（204）调节信号以便自动呼叫分配器（102）正确接收，使得自动呼叫分配器（102）执行所请求的功能。

公开(公告)号：US5469504A

公开(公告)日：1995-11-21

申请号：US337572

申请日：1994-11-10

申请人： David L. Blaha

发明人： David L. Blaha

IPC分类号： H04M3/523 ,  H04M3/58

CPC分类号： H04M3/5237

摘要： An automatic call distributor (10) with a plurality of subnetwork switches (14A, 14B) for interconnecting agent units (18A, 18B) with customer telephonic units (15) of an external telephonic network (16) and a host data base computer for storing customer information obtained from agents (18A, 18B) of all the subnetworks (11A, 11B) with an intersubnetwork transfer system for transferring customer information stored in the host data base computer and obtained from an agent (18A, 18B) of one of the networks (11A, 11B) to a display terminal (22B, 22A) of an agent (18B, 18A) of another one of the subnetworks (11B, 11A) by the method (FIG. 4) of conveying call identification information (FIG. 3) including both subnetwork switch port identification and subnetwork trunk identification to the host data base computer (12) for association with the stored customer information and to the other subnetwork (11B, 11A) during an intersubnetwork transfer.

摘要翻译： 一种具有多个用于将代理单元（18A，18B）与外部电话网络（16）的客户电话单元（15）互连的子网交换机（14A，14B）的自动呼叫分配器（10）和用于存储的主机数据库计算机 从所有子网（11A，11B）的代理（18A，18B）获得的客户信息具有用于传送存储在主机数据库计算机中并从其中一个网络的代理（18A，18B）获取的客户信息的子网间传送系统 （11A，11B）通过传送呼叫识别信息（图3）的方法（图4）向另一个子网（11B，11A）的代理（18B，18A）的显示终端（22B，22A） ）包括子网交换机端口标识和子网中继标识到主数据库计算机（12），用于与存储的客户信息相关联，并且在网络间传输期间与另一子网（11B，11A）相关联。

公开(公告)号：US5729600A

公开(公告)日：1998-03-17

申请号：US904410

申请日：1992-06-25

申请人： David L. Blaha ,  Brian J. Shapley

发明人： David L. Blaha ,  Brian J. Shapley

IPC分类号： H04M3/51 ,  H04M15/00 ,  H04Q3/64 ,  H04M1/64 ,  H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5166 ,  H04M15/00 ,  H04M2201/40 ,  H04M2215/00 ,  H04M3/42102

摘要： An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.

摘要翻译： 具有交换机（12）的自动呼叫分配器（10），其将外部电话网络（14B）的客户电话单元（14A）与具有自动呼叫服务系统的内部网络（16）相互连接，该自动呼叫服务系统包括语音响应单元 （18），其具有多个存储的脚本，用于响应于与不同存储脚本相关联的不同类型的呼叫的呼叫类型识别信号（例如拨号号码识别系统（DNIS）号码）自动地服务来自客户的不同类型的呼叫） 的语音响应单元（18），以在没有客户提示的情况下自动服务多种不同类型的呼叫，同时当没有提供DNIS号码或其他呼叫类型标识时，也可以响应客户提示。

公开(公告)号：US5535270A

公开(公告)日：1996-07-09

申请号：US303257

申请日：1994-09-06

申请人： Lonnie R. Doremus ,  David L. Blaha

发明人： Lonnie R. Doremus ,  David L. Blaha

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04Q3/64 ,  H04M1/64 ,  H04M3/00 ,  H04M15/00

CPC分类号： H04M3/51 ,  H04M3/523

摘要： An automatic call distributor 16 and method for routing incoming telephone calls from a central office telephone switching system 14 to a plurality of agent stations 18 and 20 and for providing different types of audio communications, preferably music, to incoming telephone calls based on the gate 28 and 30 through which the telephone calls are routed are provided. The automatic call distributor 16 includes a control computer 24 for routing incoming telephone calls to the gates 28 and 30. Music sources 38 and 40 generate predetermined types of music in response to the control computer 24. The music sources 38 and 40 are connected to the gates 28 and 30, respectively, to provide the predetermined types of music to incoming telephone calls routed through the respective gates 28 and 30.

摘要翻译： 自动呼叫分配器16和方法，用于将来自中心局电话交换系统14的进入电话呼叫路由到多个代理站18和20，并且用于基于门28向进入的电话呼叫提供优选音乐的不同类型的音频通信 和电话呼叫路由的30。 自动呼叫分配器16包括用于将进入的电话呼叫路由到门28和30的控制计算机24.音乐源38和40响应于控制计算机24产生预定类型的音乐。音乐源38和40连接到 门28和30，以将预定类型的音乐提供给通过相应的门28和30路由的进入的电话呼叫。