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    Automatic call distribution system using computer network-based communication
    2.
    发明授权
    Automatic call distribution system using computer network-based communication 有权
    自动呼叫分配系统采用计算机网络通信

    公开(公告)号：US06665395B1

    公开(公告)日：2003-12-16

    申请号：US09209800

    申请日：1998-12-11

    申请人： Andrew T. Busey ,  Mark Lovett Wells ,  Peter Novosel ,  Govind Balakrishnan ,  Peter Bunyan ,  Dwight M. Moore ,  Edward C. Horvath ,  Kirschen Alcyone Seah ,  Stephen P. Zilko ,  Zhiyu Zhang ,  George Currie ,  Mohammed Ehtesham Hoq ,  Kenneth Lynn Bowen ,  Christopher Sanchez

    发明人： Andrew T. Busey ,  Mark Lovett Wells ,  Peter Novosel ,  Govind Balakrishnan ,  Peter Bunyan ,  Dwight M. Moore ,  Edward C. Horvath ,  Kirschen Alcyone Seah ,  Stephen P. Zilko ,  Zhiyu Zhang ,  George Currie ,  Mohammed Ehtesham Hoq ,  Kenneth Lynn Bowen ,  Christopher Sanchez

    IPC分类号： H04M300

    CPC分类号： H04M3/5191 ,  H04M3/5233 ,  H04M7/0027 ,  H04M2203/551

    摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

    摘要翻译： 多种通信类型被集成到呼叫中心。 通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。 本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。 基于特定标准（例如分配给代理的端点数量，代理的可用性，客户呼叫的优先级，给定代理的效率以及代理处理特定通信类型呼叫的效率）的特定标准来优先处理和分配呼叫 。 描述了一种代理用户界面，允许代理人控制接受多个呼叫。 代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。 该系统提供详细的代理性能跟踪。 系统通过使用备份系统提供故障恢复。 如果网络服务器发生故障，则客户直接连接到代理。 当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。 该系统提供广泛的呼叫记录或“数据唤醒”信息收集。 该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。 该系统将人的知识与自动化知识库相结合。 该系统实时地向代理更新或添加到知识库中。 该系统还提供了不同通信类型的“混合”。

    Automatic call distribution system using computer network-based communication
    3.
    发明授权
    Automatic call distribution system using computer network-based communication 有权
    自动呼叫分配系统采用计算机网络通信

    公开(公告)号：US07746362B2

    公开(公告)日：2010-06-29

    申请号：US11352146

    申请日：2006-02-10

    申请人： Andrew T. Busey ,  Mark Lovett Wells ,  Peter Novosel ,  Govind Balakrishnan ,  Peter Bunyan ,  Dwight M. Moore ,  Edward C. Horvath ,  Kirschen Alcyone Seah ,  Stephen P. Zilko ,  Zhiyu Zhang ,  George Currie ,  Mohammed Ehtesham Hoq ,  Kenneth Lynn Bowen ,  Christopher Sanchez

    发明人： Andrew T. Busey ,  Mark Lovett Wells ,  Peter Novosel ,  Govind Balakrishnan ,  Peter Bunyan ,  Dwight M. Moore ,  Edward C. Horvath ,  Kirschen Alcyone Seah ,  Stephen P. Zilko ,  Zhiyu Zhang ,  George Currie ,  Mohammed Ehtesham Hoq ,  Kenneth Lynn Bowen ,  Christopher Sanchez

    IPC分类号： G06F13/00

    CPC分类号： H04M3/5191 ,  H04M3/5233 ,  H04M7/0027 ,  H04M2203/551

    摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

    摘要翻译： 多种通信类型被集成到呼叫中心。 通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。 本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于诸如分配给代理的端点数量，代理可用性，优先级等特定标准来对代理进行优先级和分配呼叫 客户呼叫，给定代理的效率和代理处理特定通信类型呼叫的效率。 描述了允许代理控制接受多个呼叫的代理用户界面。 代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。 该系统提供详细的代理性能跟踪。 系统通过使用备份系统提供故障恢复。 如果网络服务器发生故障，则客户直接连接到代理。 当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。 该系统提供广泛的呼叫记录或“数据唤醒”信息收集。 该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。 该系统将人类知识与自动化知识库相结合。 该系统实时地向代理更新或添加到知识库中。 该系统还提供了不同通信类型的“混合”。