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    Apparatus and Methods for Coordinating Telephone and Data Communications
    1.
    发明申请
    Apparatus and Methods for Coordinating Telephone and Data Communications 审中-公开
    用于协调电话和数据通信的装置和方法

    公开(公告)号：US20080043728A1

    公开(公告)日：2008-02-21

    申请号：US11924773

    申请日：2007-10-26

    申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    IPC分类号： H04M3/42

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    Escalatory Reactive Call Routing
    2.
    发明申请
    Escalatory Reactive Call Routing 审中-公开
    升级无功呼叫路由

    公开(公告)号：US20080043955A1

    公开(公告)日：2008-02-21

    申请号：US11924833

    申请日：2007-10-26

    申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

    发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    Skill-Based Real-time Call Routing in Telephony Systems
    3.
    发明申请
    Skill-Based Real-time Call Routing in Telephony Systems 审中-公开
    电话系统中基于技能的实时呼叫路由

    公开(公告)号：US20080049929A1

    公开(公告)日：2008-02-28

    申请号：US11926385

    申请日：2007-10-29

    申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    System for Routing Electronic Mails
    4.
    发明申请
    System for Routing Electronic Mails 审中-公开
    电子邮件路由系统

    公开(公告)号：US20080046531A1

    公开(公告)日：2008-02-21

    申请号：US11926339

    申请日：2007-10-29

    申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

    发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin ,  Oleg Turovsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski

    IPC分类号： G06F15/16

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    Dynamic Re-routing
    5.
    发明申请
    Dynamic Re-routing 审中-公开
    动态重路由

    公开(公告)号：US20080043975A1

    公开(公告)日：2008-02-21

    申请号：US11924963

    申请日：2007-10-26

    申请人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    发明人： Alec Miloslavsky ,  Konstantin Kishinsky ,  Nikolay Anisimov ,  Gregory Pogossiants ,  Pavel Postupalski ,  Yuri Shtivelman ,  Oleg Turovsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

    IPC分类号： H04M7/00

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    Initial routing of internet-protocol network telephone calls
    7.
    发明授权
    Initial routing of internet-protocol network telephone calls 有权
    互联网协议网络电话的初始路由

    公开(公告)号：US07558383B2

    公开(公告)日：2009-07-07

    申请号：US11470003

    申请日：2006-09-05

    申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Nevman ,  Douglas Gisby ,  Paul Cronin

    发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Nevman ,  Douglas Gisby ,  Paul Cronin

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\P connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ P连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

    Initial Routing of Internet-Protocol Network Telephone Calls
    8.
    发明申请
    Initial Routing of Internet-Protocol Network Telephone Calls 有权
    互联网协议网络电话呼叫的初始路由

    公开(公告)号：US20070071224A1

    公开(公告)日：2007-03-29

    申请号：US11470003

    申请日：2006-09-05

    申请人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Nevman ,  Douglas Gisby ,  Paul Cronin

    发明人： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Nevman ,  Douglas Gisby ,  Paul Cronin

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5237 ,  G06Q10/107 ,  H04M3/5191 ,  H04M7/0027

    摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\P connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.

    摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ P连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。