公开(公告)号：US5452350A

公开(公告)日：1995-09-19

申请号：US848247

申请日：1992-03-09

申请人： Henry S. Reynolds ,  Edward F. Bonkowski ,  Joel D. Dalsky ,  Dean R. Pannell ,  Joyce J. Schmidt

发明人： Henry S. Reynolds ,  Edward F. Bonkowski ,  Joel D. Dalsky ,  Dean R. Pannell ,  Joyce J. Schmidt

IPC分类号： H04M3/36 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04M15/00 ,  H04Q3/64

CPC分类号： H04M3/523 ,  H04Q3/0016 ,  H04Q3/0029 ,  H04M2203/408 ,  H04M2207/12 ,  H04M3/36 ,  H04M3/5233 ,  H04M3/5234 ,  H04M3/5235 ,  H04M3/5237 ,  H04M3/5238 ,  H04M7/00 ,  H04Q2213/1305 ,  H04Q2213/13056 ,  H04Q2213/13072 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13138 ,  H04Q2213/13141 ,  H04Q2213/13199 ,  H04Q2213/13256 ,  H04Q2213/13332 ,  H04Q2213/13343 ,  H04Q2213/13345 ,  H04Q2213/13377 ,  H04Q2213/13504 ,  H04Q2213/13526 ,  H04Q2213/13547 ,  H04Q2213/13564

摘要： A method is described for routing calls outside of a carriers network based on characteristics of the call, the attributes of the caller, the status of subscriber-provided resource, and the status of network telephone provided facilities. Information about the call and the caller's identification is sent from the public switched telephone network to a subscriber call routing processor. The carrier is directed by the routing processor to route the call to the subscriber's resource best able to handle the call. Information about the call and the business relationship the caller has with the subscriber is used by the routing processor to determine which type of resource is needed to handle the call. The routing processor then chooses the particular resource of that type to which the call is to be routed based on the current status of the resource, the status of the network-provided facilities, and the criteria established by the subscriber for selecting between alternative resources. Resource types may include any PSTN terminations, including automatic call distributors, audio response units, modems, and individual stations. The routing processor may also send information to the carrier to be delivered to the subscriber resource to assist in handling the call.

摘要翻译： 描述了一种用于基于呼叫的特性，呼叫者的属性，用户提供的资源的状态以及网络电话提供的设施的状态来在运营商网络外部路由呼叫的方法。 关于呼叫和呼叫者识别的信息从公共交换电话网络发送到用户呼叫路由处理器。 载波由路由处理器引导，将呼叫路由到能够处理呼叫的用户资源。 路由处理器使用关于呼叫者和呼叫者与用户的业务关系的信息来确定处理呼叫所需的资源类型。 然后，路由处理器根据资源的当前状态，网络提供的设施的状态以及由用户建立的用于在替代资源之间进行选择的标准来选择呼叫将被路由到的类型的特定资源。 资源类型可以包括任何PSTN终端，包括自动呼叫分配器，音频响应单元，调制解调器和各个站。 路由处理器还可以向载体发送要传送到用户资源的信息以帮助处理呼叫。

公开(公告)号：US07555408B2

公开(公告)日：2009-06-30

申请号：US11314301

申请日：2005-12-20

申请人： Jean-Marc Berthaud ,  Joel D. Dalsky

发明人： Jean-Marc Berthaud ,  Joel D. Dalsky

IPC分类号： G06F11/30 ,  G21C17/00 ,  H04L12/26 ,  H04L12/28

CPC分类号： H04L41/5003 ,  G06Q10/06 ,  H04L41/5009

摘要： A method and system for managing a service level of a service provided by a service provider to a customer under a service level agreement. The measurement data is transformed into operational data. The operational data is evaluated through use of a formula represented as a tree, resulting in the evaluated operational data populating the nodes of the tree as the tree is traversed from the root node to leaf nodes. The evaluated operational data at the nodes includes a top result and intermediate results. The top result is qualified by being compared with specified service level targets for at least one service level period during which the service has been performed. The intermediate results are qualified by being compared with generated new service level targets.

摘要翻译： 一种用于根据服务级别协议来管理服务提供商向客户提供的服务的服务水平的方法和系统。 测量数据被转换为运行数据。 通过使用表示为树的公式来评估操作数据，导致当树从根节点遍历到叶节点时，评估的操作数据填充树的节点。 节点处的评估操作数据包括最终结果和中间结果。 通过与已经执行服务的至少一个服务级别期间的指定服务级别目标进行比较，可以确定最佳结果。 通过与生成的新服务级别目标进行比较，中间结果是合格的。

公开(公告)号：US08438117B2

公开(公告)日：2013-05-07

申请号：US11314373

申请日：2005-12-20

申请人： Jean-Marc Berthaud ,  Melissa Buco ,  Rong N. Chang ,  Joel D. Dalsky ,  Shih-Chung Fang ,  Laura Zaihua Luan ,  Lee Tsiao ,  Christopher Ward

发明人： Jean-Marc Berthaud ,  Melissa Buco ,  Rong N. Chang ,  Joel D. Dalsky ,  Shih-Chung Fang ,  Laura Zaihua Luan ,  Lee Tsiao ,  Christopher Ward

IPC分类号： G06Q10/00 ,  G06F11/30 ,  G21C17/00

CPC分类号： H04L41/5019 ,  G06Q30/02

摘要： A method and system for managing a service level of a service provided by a service provider to a customer under a service level agreement. The actual measurement data is adjudicated to correct the measurement data in accordance with at least one adjudication element that provides information relating to how to correct the measurement data. The adjudicated measurement data is transformed into operational data by being reorganized into one or more groups of data. The operational data is evaluated by applying a formula to the operational data, resulting in the operational data being configured for being subsequently qualified. The operational data is qualified by comparing the evaluated operational data with specified service level targets for at least one service level period and identifying operational data points meeting and/or not meeting the specified service level targets.

摘要翻译： 一种用于根据服务级别协议来管理服务提供商向客户提供的服务的服务水平的方法和系统。 根据提供与如何校正测量数据有关的信息的至少一个判定元件，裁定实际测量数据来校正测量数据。 通过重新组织成一组或多组数据，将裁定的测量数据转换为操作数据。 通过对运行数据应用公式来评估运行数据，从而使运行数据配置为随后进行合格。 操作数据通过将评估的操作数据与至少一个服务级别周期的指定服务级别目标进行比较并识别会议和/或不符合指定的服务级别目标的操作数据点来限定。