公开(公告)号：US08199891B2

公开(公告)日：2012-06-12

申请号：US12026947

申请日：2008-02-06

申请人： Donald E. Brown ,  Michael D. Gagle

发明人： Donald E. Brown ,  Michael D. Gagle

IPC分类号： H04M11/00

CPC分类号： H04M7/0027 ,  H04M2201/38

摘要： A computer system and method is disclosed for automatically establishing a screen sharing session between a first party and a second party based upon device associations. A computer telephony system establishes a telecommunication session between at least a first and second party. The computer telephony system receives a request for a screen sharing session from one party to the telecommunication session. Using a configuration plan, the computer telephony system is able to determine the proper computing devices between which to establish the screen sharing session absent user entry. A screen sharing session is created between the parties of the telecommunication session and optionally tied thereto.

摘要翻译： 公开了一种用于基于设备关联在第一方和第二方之间自动建立屏幕共享会话的计算机系统和方法。 计算机电话系统在至少第一方和第二方之间建立电信会话。 计算机电话系统接收从一方到电信会话的屏幕共享会话的请求。 使用配置计划，计算机电话系统能够确定在没有用户输入的情况下建立屏幕共享会话的合适的计算设备。 在电信会话的各方之间创建屏幕共享会话并且可选地与其绑定。

公开(公告)号：US06512825B1

公开(公告)日：2003-01-28

申请号：US09615195

申请日：2000-07-13

申请人： Jeffrey J. Lindholm ,  Michael D. Gagle ,  Michael D. Synder

发明人： Jeffrey J. Lindholm ,  Michael D. Gagle ,  Michael D. Synder

IPC分类号： H04M342

CPC分类号： H04M3/523 ,  G06K9/00973 ,  H04M3/02 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5238 ,  H04M2203/2011 ,  H04M2203/2066 ,  H04Q2213/13072 ,  H04Q2213/1328 ,  H04Q2213/13378 ,  Y10S379/911

摘要： A novel communication distribution system is provided. In one form, an automatic communication distributor manages multiple queues of calls waiting to be handled by agents. When a call is transferred to an agent's workstation, the workstation provides different ringing signals to the agent based on the automatic communication distributor queue from which the call is coming. In another form, a computer-readable medium is encoded with programming instructions that are executable by a processor to differentiate between calls coming from different ACD queues, and to provide different ringing signals to a user based on that differentiation.

摘要翻译： 提供了一种新颖的通信分配系统。 在一种形式中，自动通信分配器管理等待代理处理的多个呼叫队列。 当呼叫被转移到代理的工作站时，工作站基于呼叫来自的自动通信分配器队列向代理提供不同的振铃信号。 在另一种形式中，计算机可读介质用可由处理器执行的编程指令进行编码，以区分来自不同ACD队列的呼叫，并且基于该区分向用户提供不同的振铃信号。

公开(公告)号：US20090196406A1

公开(公告)日：2009-08-06

申请号：US12026947

申请日：2008-02-06

申请人： Donald E. Brown ,  Michael D. Gagle

发明人： Donald E. Brown ,  Michael D. Gagle

IPC分类号： H04M11/00

CPC分类号： H04M7/0027 ,  H04M2201/38

摘要： A computer system and method is disclosed for automatically establishing a screen sharing session between a first party and a second party based upon device associations. A computer telephony system establishes a telecommunication session between at least a first and second party. The computer telephony system receives a request for a screen sharing session from one party to the telecommunication session. Using a configuration plan, the computer telephony system is able to determine the proper computing devices between which to establish the screen sharing session absent user entry. A screen sharing session is created between the parties of the telecommunication session and optionally tied thereto.

摘要翻译： 公开了一种用于基于设备关联在第一方和第二方之间自动建立屏幕共享会话的计算机系统和方法。 计算机电话系统在至少第一方和第二方之间建立电信会话。 计算机电话系统接收从一方到电信会话的屏幕共享会话的请求。 使用配置计划，计算机电话系统能够确定在没有用户输入的情况下建立屏幕共享会话的合适的计算设备。 在电信会话的各方之间创建屏幕共享会话并且可选地与其绑定。

公开(公告)号：US07110523B2

公开(公告)日：2006-09-19

申请号：US10449249

申请日：2003-05-30

申请人： Michael D. Gagle ,  Michael Schmidt

发明人： Michael D. Gagle ,  Michael Schmidt

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5237

摘要： A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts the request to take the call. A system and method is disclosed that includes a plurality of call queue servers, a queue monitor server, and a plurality of agent workstations, for distributing calls across multiple call center locations. Each call queue server receiving an incoming call sends a notification to the queue monitor server that in turn notifies each of the remaining call queue servers about the call. Each call queue server is thus able to maintain a current view of all activity across multiple call centers.

摘要翻译： 公开了一种包括呼叫队列服务器的计算机系统和方法，所述呼叫队列服务器仅在所述代理接受所述呼叫请求之后才接收来话呼叫并将所述呼叫路由到所述座席工作站处的电话。 公开了一种系统和方法，其包括多个呼叫队列服务器，队列监视服务器和多个代理工作站，用于跨多个呼叫中心位置分配呼叫。 接收来电的每个呼叫队列服务器向队列监视服务器发送通知，该通知又通知剩余的呼叫队列服务器关于呼叫的每一个。 因此，每个呼叫队列服务器能够维护跨多个呼叫中心的所有活动的当前视图。