公开(公告)号：US06181366B2

公开(公告)日：2001-01-30

申请号：US08581482

申请日：1995-12-20

申请人： Anthony J. Dezonno ,  Paul E. Van Berkum

发明人： Anthony J. Dezonno ,  Paul E. Van Berkum

IPC分类号： H04M1100

CPC分类号： H04N7/141 ,  H04M3/51 ,  H04M3/5232

摘要： A video communications system 100, a video switching system 108 and method are provided for establishing video communications with a video communications device 104 utilizing the agent selection and reporting features of an automatic call distributor (ACD) 102. The ACD 102 receives an initial request from the video communications device 104 and rejects the initial request. A computer system 112 detects the initial request and acquires destination information in the initial request identifying the video communications device 104. The computer system 112 sends a simulated call to the ACD 102 requesting an agent for video communications. The ACD 102 selects an agent and notifies the computer system 112 which agent is selected. The computer system 112 then instructs an agent terminal 110 associated with the selected agent to establish video communications with the video communications device 104. The ACD 102 generates reports relating to the video communications.

摘要翻译： 提供视频通信系统100，视频切换系统108和方法，用于利用自动呼叫分配器（ACD）102的代理选择和报告特征来建立与视频通信设备104的视频通信.ACD 102从 视频通信设备104并且拒绝初始请求。 计算机系统112检测初始请求并在识别视频通信设备104的初始请求中获取目的地信息。计算机系统112向ACD 102发送模拟呼叫，请求代理进行视频通信。 ACD 102选择一个代理，并通知计算机系统112选择哪个代理。 然后，计算机系统112指示与所选择的代理相关联的代理终端110与视频通信设备104建立视频通信.ACD 102生成与视频通信有关的报告。

公开(公告)号：US08180043B2

公开(公告)日：2012-05-15

申请号：US11006151

申请日：2004-12-07

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam ,  Jeffrey D. Hodson ,  Mary Ellen Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam ,  Jeffrey D. Hodson ,  Mary Ellen Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

IPC分类号： H04M3/00

CPC分类号： H04M3/5232

摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

摘要翻译： 在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。 然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。 然后对分配给每个评估者中的属性的值进行比较。 然后将呼叫路由到通过比较选择的代理。

公开(公告)号：US07961867B2

公开(公告)日：2011-06-14

申请号：US10902621

申请日：2004-07-29

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  Sandy Biggam

IPC分类号： H04M3/00

CPC分类号： H04M3/51

摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.

摘要翻译： 提供了一种用于在计算系统内处理信息的方法和装置。 该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一 基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内 计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。

公开(公告)号：US07492888B2

公开(公告)日：2009-02-17

申请号：US10253120

申请日：2002-09-24

申请人： Mark J. Power ,  Anthony J. Dezonno ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

发明人： Mark J. Power ,  Anthony J. Dezonno ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/5235 ,  H04M2203/408 ,  H04M2242/22

摘要： A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.

摘要翻译： 一种新颖的方法和装置，其在一个实施例中提供优先级和呈现从呼叫者通过通信网络路由到具有相关代理的代理站的呼叫，其中呼叫基于语音对话通信和/或文本对话通信。 该方法包括以下步骤：从通信网络接收呼叫，确定与呼叫相关联的联系人评估参数，以及将一个或多个所选择的业务规则应用于联系人评估参数，以生成对应于该呼叫的优先级值。 呼叫被分配优先级值，并被路由到所选择的代理站。 显示呼叫并显示其分配的优先级值，以便代理可以按优先级顺序对呼叫进行服务。

公开(公告)号：US06816733B1

公开(公告)日：2004-11-09

申请号：US09476750

申请日：1999-12-30

申请人： Anthony J. Dezonno ,  Mark J. Power ,  Craig R. Shambaugh ,  Daniel F. Baker

发明人： Anthony J. Dezonno ,  Mark J. Power ,  Craig R. Shambaugh ,  Daniel F. Baker

IPC分类号： B43L2306

CPC分类号： H04W60/00 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2242/30 ,  H04W8/08

摘要： Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

摘要翻译： 用于使用无线单元确定和跟踪代理的位置以处理通过自动呼叫分配系统引导的呼叫的方法和装置。 基于具有不同小区或基于独立导航信息的信号，可以监视和存储无线单元的位置以供以后分析。 此外，位置信息可以与代理位置调度进行比较，以确定依从性并提供依从性报告。

公开(公告)号：US06744879B1

公开(公告)日：2004-06-01

申请号：US09496639

申请日：2000-02-02

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M300

CPC分类号： H04M3/5232 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/523 ,  H04M7/12 ,  H04M15/00 ,  H04M2203/551 ,  H04M2242/22 ,  H04Q3/72

摘要： A method and apparatus are provided for processing calls in a transaction processing system using a plurality of transaction processing entities. The method includes the steps of determining an average profit generated by each entity of the plurality of entities for previously processed calls and assigning an entity of the plurality of entities with a highest relative profit to each new processed call.

摘要翻译： 提供了一种用于在使用多个事务处理实体的事务处理系统中处理呼叫的方法和装置。 该方法包括以下步骤：确定由多个实体中的每个实体生成的用于先前处理的呼叫的平均利润，并将具有最高相对利润的多个实体的实体分配给每个新处理的呼叫。

公开(公告)号：US5854832A

公开(公告)日：1998-12-29

申请号：US494898

申请日：1995-06-26

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/36 ,  H04M3/51 ,  H04M15/30 ,  H04M15/00 ,  H04M3/00

CPC分类号： H04M3/51 ,  H04M15/30 ,  H04M3/36

摘要： A monitoring system (200) and method for an automatic call distributor (100) which selectively interconnects an incoming telephone call from a caller and one of a plurality of agents are provided. The monitoring system (200) detects a length of time the agent is talking and a length of time the caller is talking during the incoming telephone call. Pauses in the incoming telephone call are timed, as is the length of time of the total incoming telephone call. The automatic call distributor (100) contains a first bus (204) on which voice signals from the agent to the caller are transmitted and a second bus (208) on which voice signals from the caller to the agent are transmitted. A digital signal processor (210) monitors the first and second busses (204) and (208) to detect voice signals from the agent and the caller, respectively. The detected information regarding the incoming telephone call is reported to the agent and/or supervisory personnel.

摘要翻译： 提供了一种用于自动呼叫分配器（100）的监视系统（200）和方法，该自动呼叫分配器选择性地将呼入电话和多个代理之一相互连接。 监视系统（200）检测代理人在进行通话的时间长度以及主叫方在进入电话呼叫期间正在通话的时间长短。 入局电话中的暂停与总拨入电话的时间长度相同。 自动呼叫分配器（100）包含第一总线（204），在该第一总线（204）上发送来自代理程序到呼叫者的语音信号，以及第二总线（208），其上发送来自主叫方的代理人的语音信号。 数字信号处理器（210）分别监视第一和第二总线（204）和（208）以检测代理和呼叫者的语音信号。 检测到的有关进入电话的信息被报告给代理人和/或监督人员。

公开(公告)号：US5712954A

公开(公告)日：1998-01-27

申请号：US518413

申请日：1995-08-23

申请人： Anthony J. Dezonno

发明人： Anthony J. Dezonno

IPC分类号： H04M3/40 ,  H04M3/51 ,  G10L3/02 ,  H04M3/50

CPC分类号： H04M3/51 ,  H04M3/40 ,  H04M3/5175

摘要： A system 200 and method for monitoring audio power level of speech of an agent in an automatic call distributor 100 is provided. The system 200 comprises an agent audio power circuit for detecting the audio power level of the agent's speech. The audio power circuit includes an agent maximum circuit 216 for comparing the detected audio power level to a predetermined maximum threshold power level. An agent minimum circuit 218 compares the detected audio power level to a predetermined minimum threshold power level. When the detected audio power level exceeds, or equals, the maximum threshold power level, or when the detected audio power level is less than, or equals, the minimum threshold power level, an appropriate message is displayed on an agent terminal 118 to "Speak Softer" or to "Speak Louder". An agent gain control 220 may be provided for automatically adjusting the audio power level of the agent's speech.

摘要翻译： 提供了一种用于监视自动呼叫分配器100中的代理的语音功率水平的系统200和方法。 系统200包括用于检测代理语音的音频功率电平的代理音频电源电路。 音频电源电路包括用于将检测到的音频功率电平与预定的最大阈值功率电平进行比较的代理最大电路216。 代理最小电路218将检测到的音频功率电平与预定的最小阈值功率电平进行比较。 当检测到的音频功率电平超过或等于最大阈值功率电平时，或者当检测到的音频功率电平小于或等于最小阈值功率电平时，在代理终端118上显示适当的消息以“说出 更柔和“或”大声说话“。 可以提供代理增益控制器220用于自动调整代理人语音的音频功率电平。

公开(公告)号：US08416943B2

公开(公告)日：2013-04-09

申请号：US09918902

申请日：2001-07-31

申请人： Daniel Baker ,  Anthony J. Dezonno ,  Craig R. Shambaugh

发明人： Daniel Baker ,  Anthony J. Dezonno ,  Craig R. Shambaugh

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/5191

摘要： Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes determining a media type for a customer contact in the transaction processing system and finding a transaction processing entity that is capable of handling the media type. In addition, the method includes routing the customer contact to a transaction processing entity that is capable of handling the media type. In one embodiment, a transaction routing table is used to perform the distribution of customer contacts. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

公开(公告)号：US07151826B2

公开(公告)日：2006-12-19

申请号：US10259356

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.

摘要翻译： 该方法和装置改善了诸如具有自动呼叫分配器的通信系统的通信系统中的交易。 在一个实施例中，在呼叫交易中的呼叫者和代理中的至少一个的相应压力水平的基本上实时地执行评估。 当呼叫者和代理的压力水平中的至少一个超过阈值时，第三方从事该交易。 该第三方可以包括例如虚拟方或自动输入源。 第三方可以从事事务的背景或交易的前台，从而分别仅与代理人或主叫方和代理人进行通信。 呼叫者和代理人中的至少一个的各自的压力水平可以通过包括但不限于以下方式的方法来评估： 分析呼叫者和代理中的至少一个的相应语音信号，将呼叫者和代理中的至少一个的相应语音信号转换成文本并分析文本和/或分析代理的物理应力水平。 该装置实现该方法。