公开(公告)号：US06754333B1

公开(公告)日：2004-06-22

申请号：US09641403

申请日：2000-08-17

申请人： Andrew D. Flockhart ,  Michael Joseph Harris

发明人： Andrew D. Flockhart ,  Michael Joseph Harris

IPC分类号： H04M500

CPC分类号： H04M3/5191 ,  H04M3/523 ,  H04M3/5238

摘要： The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of service for an earlier item from the time of service for a later item. Items that are serviced immediately after certain types of predetermined events, e.g., the queue containing the non-real-time contacts has no working agents; the queue is empty; the system clock is changed; and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center.

摘要翻译： 本发明涉及一种用于维护非实时联系人的联络中心和方法。 非实时联系人的提前时间是通过从后期项目的服务时间中减去早期项目的服务时间来确定的。 在某些类型的预定事件之后立即服务的项目，例如包含非实时联系人的队列没有工作代理; 队列是空的 系统时钟更改; 并且在估计入队物品的等待时间时，将忽略系统重新启动。 使用这种方法，提供准确的等待时间预测，以更有效地管理联络中心。

公开(公告)号：US06744773B1

公开(公告)日：2004-06-01

申请号：US09133831

申请日：1998-08-13

申请人： Michael Joseph Harris ,  William Kovar

发明人： Michael Joseph Harris ,  William Kovar

IPC分类号： H04L1266

CPC分类号： H04L29/1216 ,  H04L29/06027 ,  H04L29/12094 ,  H04L61/1529 ,  H04L61/157 ,  H04L65/1046 ,  H04L65/80 ,  H04M3/567 ,  H04M7/1205 ,  Y10S379/908

摘要： A multi-domain telephony application programming interface is disclosed for managing a multimedia call across a plurality of domains. Advanced addressing techniques are utilized to support a media independent call control model across multiple communication domains in a consistent and integrated manner. In an illustrative embodiment, the multi-domain telephony application programming interface is based on the Java Telephony API (JTAPI). The multi-domain telephony application programming interface recognizes a call between two domains as one call on both systems, and presents the calls together as a single transaction to a user application. The multi-domain telephony application programming interface identifies and manages a set of inter-domain addresses that are the egress and access points between two domains, so that calls can traverse between them. Inter-domain addresses create a standard way to add or drop any endpoint in a call, regardless of which domain the originating or terminating endpoint is in, by configuring and managing the available gateway paths between domains in a consistent manner. Inter-domain addresses are uniquely addressable within the multi-domain telephony application programming interface domain. Inter-domain addresses can be directional with a source IDA and a destination IDA comprising an IDA pair.

摘要翻译： 公开了一种用于管理跨多个域的多媒体呼叫的多域电话应用编程接口。 高级寻址技术用于以一致和集成的方式支持跨多个通信域的媒体独立呼叫控制模型。 在说明性实施例中，多域电话应用编程接口基于Java电话API（JTAPI）。 多域电话应用程序编程接口将两个域之间的呼叫识别为两个系统上的一个呼叫，并将呼叫作为单个事务一起呈现给用户应用程序。 多域电话应用程序编程接口识别和管理作为两个域之间的出口和接入点的一组域间地址，使得呼叫可以在它们之间遍历。 通过以一致的方式配置和管理域之间的可用网关路径，域间地址创建添加或删除呼叫中的任何端点的标准方式，无论发起端点或终止端点在哪个域中。 域内地址在多域电话应用程序编程接口域内是唯一可寻址的。 域间地址可以是源IDA和包含IDA对的目的地IDA的定向。