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公开(公告)号：US07809118B2
公开(公告)日：2010-10-05
申请号：US10901930
申请日：2004-07-29
申请人： Nayel Saleh , Michael Peters
发明人： Nayel Saleh , Michael Peters
CPC分类号： H04M3/5183 , H04M2201/40 , H04M2201/60
摘要： The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
摘要翻译： 该方法和装置用于在具有多个代理的自动联系人分配系统中转换用户的文本消息和至少一个代理的语音响应之间的消息和响应。 在一个实施例中，该方法包括经由网络从第一位置以文本格式发送文本消息; 在第二位置从网络接收文本消息; 并将文本消息从文本格式转换成语音格式的语音消息。 该方法还包括将语音格式的语音响应从代理转换为文本格式的文本响应，语音响应是响应于文本消息; 以及经由网络将文本响应从第二位置发送到第一位置。 因此，用户似乎以文本为基础与代理进行通信，并且代理人似乎以语音为基础与用户通信。
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公开(公告)号：US07460651B2
公开(公告)日：2008-12-02
申请号：US10320002
申请日：2002-12-16
申请人： Dave Mosquera , Carlo Bonifazi , Nayel Saleh , Eric James , Mary Ellen Moser , Mike Sheridan , Dave Wesen , Mike Hollatz , Mike Peters , David Funck , Jeff Hodson , Robert Beckstrom , Anthony Dezonno
发明人： Dave Mosquera , Carlo Bonifazi , Nayel Saleh , Eric James , Mary Ellen Moser , Mike Sheridan , Dave Wesen , Mike Hollatz , Mike Peters , David Funck , Jeff Hodson , Robert Beckstrom , Anthony Dezonno
IPC分类号： H04M1/64
CPC分类号： H04L12/56
摘要： A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.
摘要翻译： 提供了一种用于将主机内的多个不同类型的因特网消息路由到多个代理的方法和装置。 该方法包括以下步骤：确定多个不同类型的因特网消息中的每一个的消息类型，并将消息类型标识符插入到多个不同消息类型的每个消息类型的分组中。 该方法还包括以下步骤：基于所插入的消息类型标识符，将分组路由到因特网消息分发器并将互联网消息分发器内的消息分发到多个代理。
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公开(公告)号：US07369653B2
公开(公告)日：2008-05-06
申请号：US10011578
申请日：2001-11-05
申请人： Anthony Dezonno , Jeffrey Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Mark J. Power , Craig R. Shambaugh , Dave Mosquera , Nayel Saleh
发明人： Anthony Dezonno , Jeffrey Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Mark J. Power , Craig R. Shambaugh , Dave Mosquera , Nayel Saleh
CPC分类号： H04M3/523 , H04M3/42059 , H04M3/493
摘要： A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.
摘要翻译： 描述了通过企业的呼叫中心向客户端提供企业信息的方法和装置。 该方法包括以下步骤：基于通过客户端和呼叫中心之间的呼叫连接接收到的呼叫关联信息来检测客户端的身份，基于客户端的身份向客户端呈现多个选项，并向客户端呈现客户端 基于多个选项中的选定选项的企业信息。
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公开(公告)号：US20060023867A1
公开(公告)日：2006-02-02
申请号：US10901930
申请日：2004-07-29
申请人： Nayel Saleh , Michael Peters
发明人： Nayel Saleh , Michael Peters
CPC分类号： H04M3/5183 , H04M2201/40 , H04M2201/60
摘要： The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
摘要翻译： 该方法和装置用于在具有多个代理的自动联系人分配系统中转换用户的文本消息和至少一个代理的语音响应之间的消息和响应。 在一个实施例中，该方法包括经由网络从第一位置以文本格式发送文本消息; 在第二位置从网络接收文本消息; 并将文本消息从文本格式转换成语音格式的语音消息。 该方法还包括将语音格式的语音响应从代理转换为文本格式的文本响应，语音响应是响应于文本消息; 以及经由网络将文本响应从第二位置发送到第一位置。 因此，用户似乎以文本为基础与代理进行通信，并且代理人似乎以语音为基础与用户通信。
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公开(公告)号：US06961419B2
公开(公告)日：2005-11-01
申请号：US10114487
申请日：2002-04-02
申请人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
发明人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
CPC分类号： H04M3/523 , H04M3/42068 , H04M2201/38
摘要： A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.
摘要翻译： 提供了一种方法和装置，用于处理由呼叫中心检测到的客户端到呼叫中心的代理的呼叫。 该方法包括以下步骤：为呼叫提供呼叫对象，在呼叫对象内收集呼叫的属性，将代理对象与呼叫对象相关联，并且基于呼叫对象的查看过程将客户端数据显示给呼叫中心的代理 关联代理对象。
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公开(公告)号：US07929670B2
公开(公告)日：2011-04-19
申请号：US10673776
申请日：2003-09-29
申请人： Nayel Saleh , Dave Wesen
发明人： Nayel Saleh , Dave Wesen
IPC分类号： H04M1/64
CPC分类号： H04L12/66
摘要： The method and apparatus is for contact manipulation and retrieval in a communication system. The method has the steps of: receiving a message having contact information; converting the contact information to contact data having a predetermined searchable format; storing the contact data; and searching the stored contact data. The contact data may be searched for at least one item of information. The apparatus implements the method.
摘要翻译： 该方法和装置用于通信系统中的接触操作和检索。 该方法具有以下步骤：接收具有联系信息的消息; 将所述联系人信息转换为具有预定可搜索格式的联系人数据; 存储联系人数据; 并搜索存储的联系人数据。 可以搜索联系人数据至少一个信息项。 该装置实现该方法。
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公开(公告)号：US06947988B1
公开(公告)日：2005-09-20
申请号：US09637969
申请日：2000-08-11
申请人： Nayel Saleh
发明人： Nayel Saleh
IPC分类号： G06F15/173 , H04M3/51
CPC分类号： H04M3/5175
摘要： Resources of a contact center are allocated by electronically monitoring at least one operational parameter of the contact center and performing a comparison between the operational parameter and a threshold value for the operational parameter. An indication of an action to be taken to affect allocation of resources of the contact center is then developed based on the comparison. This allocation also may be performed using an apparatus having a processing unit coupled with a memory, and instructions that are storable in the memory and executable by the processing unit. The instructions could be for monitoring at least one operational parameter of the contact center, performing a comparison between the operational parameter and a threshold value for the operational parameter, and developing an indication of an action to be taken to affect allocation of resources of the contact center.
摘要翻译： 联络中心的资源通过电子监控联络中心的至少一个操作参数并执行操作参数与操作参数的阈值之间的比较来分配。 然后，基于比较，开发一种采取行动来影响联络中心资源分配的指示。 该分配也可以使用具有与存储器耦合的处理单元的装置以及可存储在存储器中并且可由处理单元执行的指令来执行。 指令可以用于监视联络中心的至少一个操作参数，执行操作参数与操作参数的阈值之间的比较，以及开发要采取的动作的指示以影响联系人的资源分配 中央。
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公开(公告)号：US07363588B2
公开(公告)日：2008-04-22
申请号：US10285868
申请日：2002-11-01
申请人： Nayel Saleh , Mark Powers , Mike Peters , Jeff Hodson , Craig Shambaugh , David Funck , Eric James , Joseph Bloom , Dave Mosquera , Anthony Dezonno
发明人： Nayel Saleh , Mark Powers , Mike Peters , Jeff Hodson , Craig Shambaugh , David Funck , Eric James , Joseph Bloom , Dave Mosquera , Anthony Dezonno
CPC分类号： G06F17/227 , G06F17/30569 , G06F17/30905
摘要： A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.
摘要翻译： 描述了一种方法和装置，用于以基本上由多个用户的雇主控制的预定格式为多个用户提供图形用户界面。 该方法包括以下步骤：在所述多个用户之间设置代理服务器和由所述多个用户中的至少一个用户使用的信息资源，以及在由所述用户的雇主基本控制的所述预定格式与预定格式之间交换的信息 的信息资源。
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公开(公告)号：US20050068940A1
公开(公告)日：2005-03-31
申请号：US10673776
申请日：2003-09-29
申请人： Nayel Saleh , Dave Wesen
发明人： Nayel Saleh , Dave Wesen
IPC分类号： H04L12/66
CPC分类号： H04L12/66
摘要： The method and apparatus is for contact manipulation and retrieval in a communication system. The method has the steps of: receiving a message having contact information; converting the contact information to contact data having a predetermined searchable format; storing the contact data; and searching the stored contact data. The contact data may be searched for at least one item of information. The apparatus implements the method.
摘要翻译： 该方法和装置用于通信系统中的接触操作和检索。 该方法具有以下步骤：接收具有联系信息的消息; 将所述联系人信息转换为具有预定可搜索格式的联系人数据; 存储联系人数据; 并搜索存储的联系人数据。 可以搜索联系人数据至少一个信息项。 该装置实现该方法。
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公开(公告)号：US06870926B2
公开(公告)日：2005-03-22
申请号：US09992367
申请日：2001-11-06
申请人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
发明人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233
摘要： A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.
摘要翻译： 提供了一种方法和装置，用于基于控制呼叫中心的企业的预定业务规则来在呼叫中心内分配资源。 该方法包括以下步骤：基于预定业务规则分析来自多个呼叫交易的记录，基于预定的业务规则识别呼叫交易记录之间的相关性，并且基于所识别的相关性和预定的相关性来调整呼叫交易的资源 业务规则
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