-
公开(公告)号：US08670548B2
公开(公告)日：2014-03-11
申请号：US12331181
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的呼叫者的呼叫者数据，以及基于呼叫者数据将呼叫者跳转或移动到队列内的不同位置。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 呼叫者可以相对于至少一个其他呼叫者在队列中向前或向后跳转。 呼叫者可以进一步基于通过用于预测呼叫者 - 代理对结果的模式匹配算法和/或计算机模型来比较呼叫者数据与代理数据。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
-
公开(公告)号：US20080117906A1
公开(公告)日：2008-05-22
申请号：US11561679
申请日：2006-11-20
申请人： Qiaobing Xie
发明人： Qiaobing Xie
IPC分类号： H04L12/56
CPC分类号： H04L69/04 , H04L65/608 , H04L69/22
摘要： An RTP payload header (408) is compressed by utilizing a codebook (514) that holds one or more indexable payload header variations and sending it to a receiving device (504). An RTP packet (400) that includes the payload header (408) with information pertaining to the packet is generated by a sending device (502) and the codebook is searched for the payload header information. If the information is found, the payload header (408) is replaced with a short index in the codebook (514). At the receiving device (504) the index is used to retrieve a payload header variation that corresponds to the index and the variation is placed back into the payload header (408) to uncompress the header.
摘要翻译： 通过利用保存一个或多个可索引有效载荷报头变化并将其发送到接收设备（504）的码本（514）来压缩RTP有效载荷报头（408）。 通过发送装置（502）生成包含具有与分组有关的信息的有效载荷报头（408）的RTP分组（400），并且对码本进行有效负载报头信息的搜索。 如果找到信息，则在码本（514）中用短索引代替有效载荷报头（408）。 在接收设备（504）处，索引用于检索对应于索引的有效载荷报头变化，并且将变化放回到有效载荷报头（408）中以解压缩报头。
-
3.发明申请SELECTIVE MAPPING OF CALLERS IN A CALL-CENTER ROUTING SYSTEM BASED ON INDIVIDUAL AGENT SETTINGS 有权基于个人代理设置的呼叫中心路由系统中的呼叫者的选择性映射公开(公告)号：US20100183138A1
公开(公告)日：2010-07-22
申请号：US12355618
申请日：2009-01-16
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/42068 , H04M3/4211 , H04M2201/18
摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。
-
公开(公告)号：US20060085551A1
公开(公告)日：2006-04-20
申请号：US10966091
申请日：2004-10-15
申请人： Qiaobing Xie , Joseph Schumacher
发明人： Qiaobing Xie , Joseph Schumacher
IPC分类号： G06F15/16
CPC分类号： H04N21/631 , H04N19/166 , H04N19/36 , H04N19/59 , H04N21/234381 , H04N21/23439 , H04N21/2625 , H04N21/2662 , H04N21/44004 , H04N21/6131
摘要： In the present technique of streaming a main media stream that has been requested, an anti-shadow stream (36) that represents a backup copy of the main media stream (24) is sent along with an output media stream (34) that represents an output copy of the main media stream. The content of the anti-shadow stream (36) is preferably forward-shifted in time from the output media stream (34) so as to provide replacement of loss data of the output stream. Put differently, sequenced data frames of the output stream (34) are delayed by order compared to that of the anti-shadow stream (36).
摘要翻译： 在现有的已经请求的主媒体流的流技术中，代表主媒体流（24）的备份副本的反影子流（36）与一个输出媒体流（34）一起发送，该输出媒体流 主要媒体流的输出副本。 反阴影流（36）的内容优选地在时间上从输出媒体流（34）向前移位，以便提供输出流的丢失数据的替换。 换句话说，与反阴影流（36）相比，输出流（34）的顺序数据帧被延迟了一个顺序。
-
5.发明授权Method for evaluating a communication link between a first and a second communication site 有权用于评估第一和第二通信站点之间的通信链路的方法
公开(公告)号：US6134221A
公开(公告)日：2000-10-17
申请号：US292733
申请日：1999-04-15
摘要： The present invention provides a method for evaluating a communication link between a first communication site and a second communication site. The first and second communication sites increment a sent counter and reset a received counter upon sending a message to the other communication site. Each communication site also increments a received counter and reset a sent counter upon receiving a message from the other communication site. When the sent counter exceeds a sent threshold, the communication system site sends an alert that the communication link is down. When the received counter exceeds a predetermined percentage of the other communication site's sent counter, the site sends a message to the other communication site to let the other communication system site know that it is still receiving messages.
摘要翻译： 本发明提供了一种用于评估第一通信站点和第二通信站点之间的通信链路的方法。 第一和第二通信站点在发送消息到其他通信站点时增加发送的计数器并重置接收到的计数器。 每个通信站点也会增加收到的计数器，并在从其他通信站点接收到消息时重置发送的计数器。 当发送的计数器超过发送的阈值时，通信系统站点发送通知链路关闭的警报。 当所接收的计数器超过其他通信站点的发送计数器的预定百分比时，站点向另一个通信站点发送消息，让另一个通信系统站点知道它仍在接收消息。
-
公开(公告)号：US08903079B2
公开(公告)日：2014-12-02
申请号：US12331195
申请日：2008-12-09
CPC分类号： H04M3/5232 , H04M3/42068 , H04M2201/16 , H04M2201/18
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一个示例性的方法包括汇集来话呼叫者，并且使来自呼叫者池的呼叫者被路由。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
-
公开(公告)号：US08374153B2
公开(公告)日：2013-02-12
申请号：US12099198
申请日：2008-04-08
摘要： Various embodiments are described to enable improved inter-network/inter-technology handover of mobile devices. A network device (131, 132) collects dynamic information corresponding to mobile devices (101, 102), such as wireless measurement information at the device's location, and/or information corresponding to wireless network nodes (121-124), such loading levels/loading distributions. The network device then sends some or all of the dynamic information collected and/or statistical information generated from the dynamic information collected to a neighboring network information server (150) for access by other communication networks. By maintaining dynamic and/or statistical information in a neighboring network information server, such information can be made available to all the communication networks in a given region. One potential benefit to making this information available is improved inter-network handoff decision-making.
摘要翻译： 描述了各种实施例以实现移动设备的改进的网络间/技术间切换。 网络设备（131,132）收集对应于移动设备（101,102）的动态信息，例如设备位置处的无线测量信息和/或对应于无线网络节点（121-124）的信息，这样的负载水平/ 加载分布。 网络设备然后将收集到的动态信息的一些或全部动态信息和/或统计信息发送到相邻网络信息服务器（150），以供其他通信网络访问。 通过在相邻网络信息服务器中维护动态和/或统计信息，这样的信息可以被给予给定区域中的所有通信网络。 提供此信息的一个潜在好处是改进了网络间切换决策。
-
公开(公告)号：US20090190749A1
公开(公告)日：2009-07-30
申请号：US12331181
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的呼叫者的呼叫者数据，以及基于呼叫者数据将呼叫者跳转或移动到队列内的不同位置。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 呼叫者可以相对于至少一个其他呼叫者在队列中向前或向后跳转。 呼叫者可以进一步基于通过用于预测呼叫者 - 代理对结果的模式匹配算法和/或计算机模型来比较呼叫者数据与代理数据。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
-
9.发明授权Method and apparatus for a talkgroup call in a wireless communication system 有权用于无线通信系统中的通话组呼叫的方法和装置公开(公告)号：US06944137B1
公开(公告)日：2005-09-13
申请号：US09535924
申请日：2000-03-24
申请人： Shaowei Pan , Peter Lei , Jinzhong Zhang , Qiaobing Xie , Marilyn R. Escue , Steve Whitney
发明人： Shaowei Pan , Peter Lei , Jinzhong Zhang , Qiaobing Xie , Marilyn R. Escue , Steve Whitney
摘要： In a wireless code-division multiple access (CDMA) system (100), a talkgroup (101) of subscriber units is provided. A sub-talkgroup (102) of subscriber units, forming a part of the talkgroup is assigned at least one inbound channel (416-417). The talkgroup is assigned outbound channels (415). Members of the sub-talkgroup may simultaneously transmit voice information (410-411) using the at least one inbound channel, which voice information is summed (412) and re-transmitted to the talkgroup using the outbound channels. Voice information is summed so that an individual talker receives summed voice information without the individual subscriber's voice content. Subscriber units in the sub-listengroup are allowed to transmit voice information only after requesting, and receiving, an additional inbound channel.
摘要翻译： 在无线码分多址（CDMA）系统（100）中，提供用户单元的通话组（101）。 形成通话组的一部分的用户单元的分话组（102）被分配至少一个入站信道（416-417）。 通话组被分配出站信道（415）。 子谈话组的成员可以使用至少一个入站信道同时发送语音信息（410-411），该语音信息相加（412），并使用出站信道重新发送到通话组。 语音信息被相加，使得单个讲话者在没有个人用户的语音内容的情况下接收到相加的语音信息。 子列表中的用户单元仅在请求和接收另外的入站信道之后被允许传输语音信息。
-
公开(公告)号：US10567586B2
公开(公告)日：2020-02-18
申请号：US12266418
申请日：2008-11-06
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.
-
-
-
-
-
-
-
-
-
搜索结果
25 条记录 (耗时 0.017 秒)
