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公开(公告)号：US4530091A
公开(公告)日：1985-07-16
申请号：US512209
申请日：1983-07-08
申请人： Gary B. Crockett
发明人： Gary B. Crockett
CPC分类号： G06F1/14 , G04G7/02 , H04J3/0697
摘要： A packet switching system in which a remote real-time clock is accurately synchronized to a standard real-time clock via X.25 (CCITT) controlled high-speed transmission links. Synchronization is achieved by the transmission of an interrupt packet and a data packet between a remote processor controlling the remote real-time clock and an administrative processor controlling the standard real-time clock. Synchronization involves the following steps: (1) assembling an interrupt packet comprising the least significant bits of the remote real-time clock for transmission to the administrative processor by the remote processor, (2) calculating bits representing the difference between the transmitted least significant bits of the remote real-time clock and the least significant bits of the standard real-time clock by the administrative processor, (3) assembling a data packet comprising bits representing the state of the standard real-time clock and the difference bits for transmission to the remote processor by the administrative processor, (4) adding the difference bits to the bits representing the state of the remote real-time clock by the remote processor, and (5) adding a predefined value to the most significant bits of the remote real-time clock by the remote processor if the transmitted least significant bits of the standard real-time clock are numerically greater than the least significant bits of the remote real-time clock.
摘要翻译： 一种分组交换系统，其中远程实时时钟经由X.25（CCITT）控制的高速传输链路精确地同步到标准实时时钟。 通过在控制远程实时时钟的远程处理器和控制标准实时时钟的管理处理器之间传输中断分组和数据分组来实现同步。 同步涉及以下步骤：（1）组装包含远程实时时钟的最低有效位的中断分组，以便由远程处理器传输到管理处理器;（2）计算表示发送的最低有效位之间的差 的远程实时时钟和标准实时时钟的最低有效位，（3）组合包括表示标准实时时钟的状态的位的数据分组和用于传输的差分位 由处理器处理远程处理器，（4）将差分位加到表示远程处理器的远程实时时钟的状态的位上，以及（5）将预定义的值添加到远程实时的最高有效位 如果标准实时时钟的传输的最低有效位在数值上大于最小值，则由远程处理器执行时钟 远程实时时钟的启动位。
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公开(公告)号：US6044355A
公开(公告)日：2000-03-28
申请号：US890228
申请日：1997-07-09
申请人： Gary B. Crockett , Paul H. Leamon
发明人： Gary B. Crockett , Paul H. Leamon
CPC分类号： H04M3/5233 , G06Q10/06 , G06Q10/063112 , G06Q10/063116 , G06Q10/06393 , H04M2203/402 , H04M3/323 , H04M3/5175 , H04M3/5235 , H04M3/5238
摘要： A method for scheduling personnel (e.g., agents) in a work environment based on personnel "skill" levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each "skill group" will be available to each "call type" during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
摘要翻译： 一种用于根据人员“技能”级别在工作环境中调度人员（例如，代理）的方法。 该方法利用模拟工具来促进电话呼叫中心中的代理人的基于技能的调度，以便在每个调度时间间隔期间预测每个“技能组”对每个“呼叫类型”可用的调度代理的几分数。 反馈机制用于调整呼叫处理模拟的迭代之间的净人员和技能使用数据，直到通过模拟器测试的给定计划符合某些验收标准。
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公开(公告)号：US5590188A
公开(公告)日：1996-12-31
申请号：US390934
申请日：1995-02-17
申请人： Gary B. Crockett
发明人： Gary B. Crockett
CPC分类号： H04Q3/665 , H04M3/5237
摘要： A method, using a call processor, for selecting one of a plurality of call centers in a telephone network. The method begins by generating a routing plan comprising one or more rules that control how calls are to be distributed among the call centers. For each call to be distributed, the rules in the routing plan are executed for a set of valid call center destinations until a destination for the call has been selected or until all rules have been executed. If all rules have been executed and more than one call center is still a valid destination for the call, the remaining call center destinations are then further evaluated according to the rules to select a destination for the call.
摘要翻译： 一种使用呼叫处理器来选择电话网络中的多个呼叫中心之一的方法。 该方法开始于生成包括控制如何在呼叫中心之间分配呼叫的一个或多个规则的路由规划。 对于要分发的每个呼叫，对于一组有效的呼叫中心目的地执行路由规划中的规则，直到已经选择了呼叫的目的地或者直到所有规则被执行为止。 如果所有规则都已被执行，并且多个呼叫中心仍然是呼叫的有效目的地，则根据规则进一步评估剩余的呼叫中心目的地，以选择该呼叫的目的地。
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4.发明授权Resource control and data handling for central office based automatic call distributors 失效基于中心局的自动呼叫分配器的资源控制和数据处理
公开(公告)号：US5153909A
公开(公告)日：1992-10-06
申请号：US357135
申请日：1989-05-25
摘要： This invention relates to a central office (CO) based automatic call distributor (ACD) system arrangement for providing resource control and call event data processing services for a plurality of ACD systems, served by a switching system. The arrangement comprises a switching system, having a control processor complex (CPC), a special Event and Control Link (ECL) processor that performs ACD end-user call event data partitioning and ACD end-user resource allocation message screening, and one or more Management Information System (MIS) processors that perform data processing to derive statistics associated with calls to an ACD. The ECL receives, partitions, and transmits call event data messages from the CPC to the MIS processors. The ECL also screens resource allocation request messages, sent by ACD end-users to control the allocation of ACD resources, by checking that the messages match a predetermined format, and by verifying that the end-user making the request has permission to make the requested resource allocation changes. Finally, the ECL interfaces with multiple MIS processors. These MIS processors can be located at the CO, the premises of an enhanced service provider, or on an end-user's premises. Advantageously, end-user call event data partitioning and resource allocation message screening is performed by the ECL without increasing the complexity of the CPC program, and an ACD end-user has a choice of options of using his own MIS processor, sharing an MIS processor provided by an enhanced service provider, or sharing an MIS processor provided in the switching system.
摘要翻译： 本发明涉及一种用于为交换系统服务的多个ACD系统提供资源控制和呼叫事件数据处理服务的基于中心局（CO）的自动呼叫分配器（ACD）系统装置。 该装置包括具有控制处理器复合体（CPC），执行ACD最终用户呼叫事件数据划分和ACD最终用户资源分配消息筛选的特殊事件和控制链路（ECL）处理器的交换系统，以及一个或多个 管理信息系统（MIS）处理器，执行数据处理以获得与ACD呼叫相关联的统计信息。 ECL从CPC接收，分区和发送呼叫事件数据消息到MIS处理器。 ECL还屏蔽由ACD最终用户发送的资源分配请求消息，以通过检查消息与预定格式相匹配，并通过验证发出请求的最终用户是否具有请求的权限，来控制ACD资源的分配 资源分配变化。 最后，ECL与多个MIS处理器接口。 这些MIS处理器可以位于CO，增强型服务提供商的场所，或最终用户的场所。 有利地，终端用户呼叫事件数据划分和资源分配消息筛选由ECL执行，而不增加CPC程序的复杂性，并且ACD最终用户可以选择使用他自己的MIS处理器，共享MIS处理器 由增强型服务提供商提供，或共享在交换系统中提供的MIS处理器。
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公开(公告)号：US5911134A
公开(公告)日：1999-06-08
申请号：US597370
申请日：1990-10-12
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06314 , G06Q10/06315 , H04M3/36 , H04M3/523 , H04M2203/402
摘要： A method for planning, scheduling and managing personnel in an environment in which there is a varying workload by time of day and by day of week to be staffed with a team having a variable number of servers. The method begins by organizing the team of servers into a plurality of management units, each management unit having one or more groups of individual servers. One or more tour templates, each describing a bounded work shift having work rules and operating constraints, are then defined. A forecast is then generated of an event load expected to occur during a forecast time period and a number of servers required to service the expected event load during the forecast time period. The method then allocates expected event load among the plurality of management units according to a predetermined number of servers expected to be available at each management unit during the forecast time period. Thereafter, the tour templates are correlated with the forecast to generate a set of tours for each management unit, each tour defining a work schedule for the forecast time period for a theoretical server of the management unit. The individual servers of each management unit are then assigned to to the generated tours for the management unit.
摘要翻译： 一种在一个环境中规划，调度和管理人员的方法，在这种环境中，工作量随着时间的推移而变化，这些环境中的工作时间会随着时间的推移而变化，而且这些工作人员的工作时间会随着时间的推 该方法开始于将服务器组组织成多个管理单元，每个管理单元具有一个或多个单独的服务器组。 然后定义一个或多个旅游模板，每个旅游模板描述具有工作规则和操作约束的有界工作班次。 然后，预测将在预测时间段内预期发生的事件负载和在预测时间段期间服务预期事件负载所需的服务器数量的预测。 然后，该方法在预测时间段期间根据预期在每个管理单元可用的预定数量的服务器在多个管理单元之间分配预期事件负载。 此后，旅游模板与预测相关联，以便为每个管理单元生成一组旅游，每个旅游定义管理单元的理论服务器的预测时间段的工作时间表。 然后将每个管理单元的各个服务器分配给管理单元的生成的旅游。
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公开(公告)号：US4829563A
公开(公告)日：1989-05-09
申请号：US178548
申请日：1988-04-07
CPC分类号： H04M3/36 , H04M3/523 , Y10S379/904
摘要： The present invention describes a method and apparatus for predictive dialing in a multi-operator telephone system which improves the productivity of operators while simultaneously reduces customer "unattended" calls. These objectives are achieved by generating a prediction of the number of operators expected to be available at the end of a predetermined time interval in the future, as well as a prediction of the number of calls expected to be successfully completed during that time interval. The predicted number of calls is then weighted by an "weighting" factor which is controlled by variations in the percentage of unattended calls and variations in the average operator idle-time between calls. The system dynamically adjusts the number of calls dialed based on short term comparisons of the weighted predicted number of calls versus the predicted number of operators, and based on periodic adjustment of the weighting factor.
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公开(公告)号：US5325292A
公开(公告)日：1994-06-28
申请号：US97330
申请日：1993-07-26
申请人： Gary B. Crockett
发明人： Gary B. Crockett
CPC分类号： G06Q10/06 , G06Q10/1093 , G06Q30/0202 , H04M3/36 , H04M3/523 , H04M2203/402
摘要： A method for planning, scheduling and managing personnel in an environment in which there is a varying workload by time of day and by day of week to be staffed with a team having a variable number of servers. The method defines one or more tour templates, each describing a bounded work shift having work rules and operating constraints. Per-server preferences for particular kinds of work schedules within the limits imposed by the tour templates are also defined, as are various selection policy rules for determining which servers work when the number of servers exceeds the demand therefor. After generating a forecast of an event load expected to occur during a forecast time period and a number of servers required to service the expected event load during the forecast time period, the method correlates the tour templates with the forecast to generate a set of optimal tours, each tour defining a daily work schedule for the forecast time period for a theoretical server. Then, the individual servers are automatically scheduled to the generated tours according to the preferences and the selection policy rules.
摘要翻译： 一种在一个环境中规划，调度和管理人员的方法，在这种环境中，工作量随着时间的推移而变化，这些环境中的工作时间会随着时间的推移而变化，而且这些工作人员的工作时间会随着时间的变化而变化。 该方法定义一个或多个旅游模板，每个旅游模板描述具有工作规则和操作约束的有界工作班次。 还定义了由旅游模板强加的限制范围内的特定类型工作时间表的每服务器首选项，以及当服务器数量超过其需求时确定哪些服务器工作的各种选择策略规则。 在预测期间产生预期发生的事件负荷的预测和在预测时间段期间服务预期事件负载所需的服务器数量之间，该方法将导览模板与预测相关联以生成一组最佳旅游 ，每个巡视定义理论服务器的预测时间段的日常工作时间表。 然后，根据偏好和选择策略规则，将各个服务器自动安排到生成的旅游。
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