公开(公告)号：US20060239439A1

公开(公告)日：2006-10-26

申请号：US11114762

申请日：2005-04-26

申请人： Geraldine Blackwood ,  Walter Dobler ,  Jacqueline` Ford ,  Dieter-Leonhard Mohr ,  Nadina Rauf ,  Richard Vazzana

发明人： Geraldine Blackwood ,  Walter Dobler ,  Jacqueline` Ford ,  Dieter-Leonhard Mohr ,  Nadina Rauf ,  Richard Vazzana

IPC分类号： H04M3/00

CPC分类号： H04M3/5191

摘要： A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

摘要翻译： 一种用于处理传入客户呼叫的方法和服务。 本发明使用接入点模型（APM），其包括来自客户的语音，文本和/或网络通信的访问入口点的清单; 一个流程网络，列出企业内客户联系人的名称和角色; 特定客户来电的优化途径的APM图; 处理客户来电时，客户联系人遵循的规则; 以及客户呼叫与企业内的响应于来自客户联系人的指令的后端进程的同步。

公开(公告)号：US08031852B2

公开(公告)日：2011-10-04

申请号：US11114762

申请日：2005-04-26

申请人： Geraldine Blackwood ,  Walter Dobler ,  Jacqueline Lesley Ford ,  Dieter-Leonhard Mohr ,  Nadina Rauf ,  Richard J. Vazzana

发明人： Geraldine Blackwood ,  Walter Dobler ,  Jacqueline Lesley Ford ,  Dieter-Leonhard Mohr ,  Nadina Rauf ,  Richard J. Vazzana

IPC分类号： H04M3/42

CPC分类号： H04M3/5191

摘要： A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

摘要翻译： 一种用于处理传入客户呼叫的方法和服务。 本发明使用接入点模型（APM），其包括来自客户的语音，文本和/或网络通信的访问入口点的清单; 一个流程网络，列出企业内客户联系人的名称和角色; 特定客户来电的优化途径的APM图; 处理客户来电时，客户联系人遵循的规则; 以及客户呼叫与企业内的响应于来自客户联系人的指令的后端进程的同步。