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公开(公告)号:US09398152B2
公开(公告)日:2016-07-19
申请号:US10787922
申请日:2004-02-25
申请人: Tore L. Christensen
发明人: Tore L. Christensen
CPC分类号: H04M3/5191 , H04L51/04 , H04M3/5141
摘要: The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers.
摘要翻译: 本发明提供了用于与使用即时消息传递的客户交互的各种联络中心实施例。 在一个实施例中,联系中心被配置为当客户可通过即时消息接触联系时从客户接收即时消息通知。 在另一个实施例中,联络中心被配置为将无会话的即时消息仅在指定的时间段内传送到所选择的代理。 在另一个实施例中,联络中心被配置为在客户联系联络中心之前向客户提供用于管理的即时消息地址的存在信息。 在另一个实施例中,联络中心被配置为执行与客户的出站即时消息传播活动或警报。
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公开(公告)号:US06188673B1
公开(公告)日:2001-02-13
申请号:US08922468
申请日:1997-09-02
IPC分类号: H04J116
CPC分类号: H04M7/003 , H04M3/5175 , H04M3/5191 , H04M3/523
摘要: In a call center (106) associated with a World-Wide Web site whose pages (121, 122) provide a call-request capability (115), the call center receives notifications of page hits and call requests from the Web server (103) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page-hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.
摘要翻译: 在与其页面(121,122)提供呼叫请求能力(115)的万维网站相关联的呼叫中心(106)中,呼叫中心从Web服务器(103)接收页面命中和呼叫请求的通知, 并使用这些通知来确定历史页面点击呼叫请求比率。 然后使用该比例与当前的页面命中通知来预测呼叫中心将很快需要处理的呼叫量,并预期呼叫中心预期呼叫量。 这些通知进一步与关于网页内容的信息的知识一起使用,以预测将需要什么代理技能来处理呼叫,并且相应地对员工代理进行拆分。
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3.
公开(公告)号:US4488294A
公开(公告)日:1984-12-11
申请号:US363424
申请日:1982-03-30
摘要: Apparatus for facilitating the transport and switching of synchronous and asynchronous digital data signals presented by data terminal or data communication equipments to a voice switching network such as a PBX advantageously without the use of modems. The clock rate of the PBX user's digital data is multiplied by a variable factor to define a synchronous transmission clock rate on a data link between a pair of interfaces, one locally connecting to the data terminal or data communications equipment and the other appearing as a port of the PBX switching equipment. The higher rate on the data link permits both the digital data as well as a control channel to be provided. Variations in the data terminal or data communications equipment clock rate do not affect the control channel. Variations in the voice sampling rate of switching modules serving different groups of ports through which the digital data is transported are accommodated.
摘要翻译: 用于便于将数据终端或数据通信设备提供的同步和异步数字数据信号传输和切换到诸如PBX之类的话音交换网络的装置,而不使用调制解调器。 PBX用户的数字数据的时钟频率乘以可变因子,以在一对接口之间的数据链路上定义同步传输时钟速率,一个本地连接到数据终端或数据通信设备,另一个显示为端口 的PBX交换设备。 数据链路上的较高速率允许提供数字数据以及控制信道。 数据终端或数据通信设备时钟频率的变化不影响控制信道。 适应传送数字数据的不同端口组的交换模块语音采样率的变化。
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