公开(公告)号：US07068774B1

公开(公告)日：2006-06-27

申请号：US09513784

申请日：2000-02-25

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M2203/2011

摘要： A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call center has an automatic call distributor (ACD) server and interactive voice response (IVR) server, which is functionally integrated with the ACD server. The call is routed to the IVR server of the call center and responses are solicited from the caller to determine a requested type of service and what skills are required for answering a call. A route request based on an HIL protocol is determined within the call center and includes a new extension number and HIL messages. The call is routed based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.

摘要翻译： 公开了一种在呼叫中心内接收呼叫的方法。 在通过主机接口链路（HIL）连接到呼叫中心的呼叫中心交换机内接收呼叫。 呼叫中心具有自动呼叫分配器（ACD）服务器和交互式语音响应（IVR）服务器，与ACD服务器功能集成。 该呼叫被路由到呼叫中心的IVR服​​务器，并且从呼叫者请求响应以确定所请求的服务类型以及应答呼叫所需的技能。 在呼叫中心内确定基于HIL协议的路由请求，并且包括新的分机号码和HIL消息。 呼叫根据路由请求路由到呼叫中心，并通过ACD服务器和HIL链路路由到代理，使得呼叫可以在呼叫中心和队列中跟踪。

公开(公告)号：US06707904B1

公开(公告)日：2004-03-16

申请号：US09512429

申请日：2000-02-25

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： A method and call center system are disclosed for collecting and reporting information by the call center for use by a supervisor. A supervisor computer is connected to an automatic call distributor (ACD) server and a structured query language (SQL) server having an associated historical database for call center statistics, which are included as part of the call center having a plurality of agents for receiving incoming calls. At predetermined time intervals, status data relating to real time status changes of agents and incoming calls are forwarded from the ACD server to the supervisor. The received status data is processed at the supervisor computer and real time reports are displayed for supervisor monitoring of call center and agent statistics. At predetermined time intervals, statistical data related to agents and call center operation is forwarded from the SQL server and associated historical database to the supervisor, which is processed within the supervisor computer to obtain historical reports of call center operation.

摘要翻译： 公开了一种方法和呼叫中心系统，用于由呼叫中心收集和报告信息以供主管使用。 管理员计算机连接到自动呼叫分配器（ACD）服务器和具有用于呼叫中心统计的相关联的历史数据库的结构化查询语言（SQL）服务器，该服务器作为呼叫中心的一部分被包括，该呼叫中心具有多个用于接收的代理 电话。 在预定的时间间隔，与代理和来电的实时状态改变相关的状态数据从ACD服务器转发给主管。 收到的状态数据在管理员计算机处理，实时报告显示，用于主管监控呼叫中心和代理统计。 在预定时间间隔内，与代理和呼叫中心操作相关的统计数据从SQL服务器和相关联的历史数据库转发给主管，该主管在主管计算机内处理以获得呼叫中心操作的历史报告。

公开(公告)号：US06603854B1

公开(公告)日：2003-08-05

申请号：US09513850

申请日：2000-02-25

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M300

CPC分类号： H04M3/5183 ,  H04M3/2218 ,  H04M3/2227 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233

摘要： A method and call center system monitors performance of agents in a call center. A call is received within a call center and has a plurality of agents, an automatic call distributor (ACD) server for routing calls to individual agents based on the proficiency skills of the agents, an interactive voice response (IVR) server, and in one aspect, a structured query language (SQL) server having a historical database. The requested type of service is determined and the call routed to an agent based on the requested type of service. After the call between an agent and caller is completed, the call is transferred to the IVR server and responses are solicited from the caller to allow the caller to rate the performance of the call center and agent. In the event that a response is indicative of a poor rating of an agent in the call center, the caller is transferred to a supervisor at a supervisor stations for personal questioning of the caller.

摘要翻译： 方法和呼叫中心系统监视呼叫中心中的代理的性能。 在呼叫中心内接收呼叫，并且具有多个代理，用于基于代理的熟练技能，交互式语音响应（IVR）服务器以及一个代理服务器将呼叫路由到各个代理的自动呼叫分配器（ACD）服务器 方面，具有历史数据库的结构化查询语言（SQL）服务器。 确定所请求的服务类型，并根据请求的服务类型将呼叫路由到代理。 在代理和呼叫者的呼叫完成之后，呼叫被传送到IVR服务器，并且从呼叫者请求响应，以允许呼叫者评价呼叫中心和代理的性能。 在响应表示呼叫中心中的代理人的评级不佳的情况下，呼叫者被转移到主管台上的主管以用于呼叫者的个人询问。

公开(公告)号：US07321298B2

公开(公告)日：2008-01-22

申请号：US11247646

申请日：2005-10-10

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： G08B29/00

CPC分类号： H04M3/5233 ,  H04M3/5175 ,  H04M2201/42

摘要： A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.

摘要翻译： 配置呼叫中心脚本的方法和系统包括交互式语音响应（IVR）服务器和自动呼叫分配器（ACD）服务器以及包含在ACD管理器的计算机屏幕上的相关联的图形用户界面，ACD管理器被加载到呼叫中心 电脑。 作为呼叫中心的图形用户界面的一部分，作为用户输入的结果显示了脚本编辑器窗口。 脚本编辑器窗口包括脚本显示区域。 脚本图标代表ACD和IVR脚本操作，并从操作工具栏拖动到脚本显示区域。 基于用户输入的脚本图标按照呼叫中心内的IVR和ACD脚本的顺序进行链接。

公开(公告)号：US07469047B2

公开(公告)日：2008-12-23

申请号：US11075352

申请日：2005-03-08

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M2203/2011

摘要： A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call center has an automatic call distributor (ACD) server and interactive voice response (IVR) server, which is functionally integrated with the ACD server. The call is routed to the IVR server of the call center and responses are solicited from the caller to determine a requested type of service and what skills are required for answering a call. A route request based on an HIL protocol is determined within the call center and includes a new extension number and HIL messages. The call is routed based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.

摘要翻译： 公开了一种在呼叫中心内接收呼叫的方法。 在通过主机接口链路（HIL）连接到呼叫中心的呼叫中心交换机内接收呼叫。 呼叫中心具有自动呼叫分配器（ACD）服务器和交互式语音响应（IVR）服务器，与ACD服务器功能集成。 该呼叫被路由到呼叫中心的IVR服​​务器，并且从呼叫者请求响应以确定所请求的服务类型以及应答呼叫所需的技能。 在呼叫中心内确定基于HIL协议的路由请求，并且包括新的分机号码和HIL消息。 呼叫根据路由请求路由到呼叫中心，并通过ACD服务器和HIL链路路由到代理，使得呼叫可以在呼叫中心和队列中跟踪。

公开(公告)号：US06763104B1

公开(公告)日：2004-07-13

申请号：US09513231

申请日：2000-02-24

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M500

CPC分类号： H04M3/5233 ,  H04M3/5175 ,  H04M2203/2072

摘要： A call center system and method of routing calls to individual agents within a call center is disclosed. Skills data, including a listing of skills and proficiency levels for each skill, are input via an automatic call distributor (ACD) manager having graphical user interface (GUI), to establish skills that will be available within the call center. Agents are set up that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses. A call is received within the call center and a requested type of service is determined and also what skills are required for answering the call are determined. The call is routed to an agent that has the highest efficiency level for the skills required for answering the call based on the requested type of service.

摘要翻译： 公开了呼叫中心系统和将呼叫路由到呼叫中心内的各个代理的方法。 通过具有图形用户界面（GUI）的自动呼叫分配器（ACD）管理员输入技能数据，包括每个技能的技能和熟练程度列表，以建立呼叫中心内可用的技能。 通过在ACD管理器中列出每个代理，并通过ACD管理器选择性地将技能分配给每个代理，并对应于代理拥有的什么类型的技能，在呼叫中心内使用代理。 在呼叫中心内接收到呼叫，确定所请求的服务类型，并确定应答呼叫所需的技能。 呼叫被路由到具有最高效率水平的代理，用于根据所请求的服务类型应答呼叫所需的技能。

公开(公告)号：US06587556B1

公开(公告)日：2003-07-01

申请号：US09512428

申请日：2000-02-25

申请人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

发明人： J. Andrew Judkins ,  Michael Shelton ,  David Peterson

IPC分类号： H04M700

CPC分类号： H04M3/5233 ,  H04M3/5175 ,  H04M2201/42

摘要： A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.

摘要翻译： 配置呼叫中心脚本的方法和系统包括交互式语音响应（IVR）服务器和自动呼叫分配器（ACD）服务器以及包含在ACD管理器的计算机屏幕上的相关联的图形用户界面，ACD管理器被加载到呼叫中心 电脑。 作为呼叫中心的图形用户界面的一部分，作为用户输入的结果显示了脚本编辑器窗口。 脚本编辑器窗口包括脚本显示区域。 脚本图标代表ACD和IVR脚本操作，并从操作工具栏拖动到脚本显示区域。 基于用户输入的脚本图标按照呼叫中心内的IVR和ACD脚本的顺序进行链接。