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1.发明授权Video switching system, video communications system and method for establishing video communications with a telephonic switch 失效视频切换系统，视频通信系统和用于与电话交换机建立视频通信的方法公开(公告)号：US06181366B2
公开(公告)日：2001-01-30
申请号：US08581482
申请日：1995-12-20
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。
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2.发明授权Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces 失效电话交换系统，电话交换机和使用虚拟存储空间处理电话呼叫的方法
公开(公告)号：US6028925A
公开(公告)日：2000-02-22
申请号：US717559
申请日：1996-09-23
申请人： Paul E. Van Berkum , Doug Gisby
发明人： Paul E. Van Berkum , Doug Gisby
CPC分类号： H04M3/51
摘要： A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at input ports 107 and placed in virtual memory spaces 118 by the telephonic switch 102. There is one virtual memory space 118 for each input port 107, or voice channel, in the telephonic switch 102 such that all telephone calls received by the switch 102 are placed in a different virtual memory space. Virtual agents 119 service the telephone calls in the virtual memory spaces 118. Each virtual agent 119 is associated with one of the virtual memory spaces 118. The virtual agents 119 may connect the telephone calls to any of a number of resources. Exemplary resources include a voice response unit 108, local agent units 110 and/or remote agent units 112.
摘要翻译： 包括电话交换机102的电话交换系统100为通过电话网络106从电话单元104接收的电话服务进行服务。电话呼叫在输入端口107处被接收并由电话交换机102放置在虚拟存储器空间118中。有一个虚拟 存储器空间118用于电话交换机102中的每个输入端口107或语音信道，使得由交换机102接收的所有电话呼叫被放置在不同的虚拟存储器空间中。 虚拟代理119服务虚拟存储器空间118中的电话呼叫。每个虚拟代理119与虚拟存储器空间118中的一个相关联。虚拟代理119可以将电话呼叫连接到多个资源中的任何一个。 示例性资源包括语音应答单元108，本地代理单元110和/或远程代理单元112。
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3.发明授权Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch 失效用于建模和修改由电话交换机路由的电话呼叫的呼叫路径的呼叫路径系统和方法
公开(公告)号：US5832059A
公开(公告)日：1998-11-03
申请号：US723738
申请日：1996-09-30
CPC分类号： H04M3/51 , H04M2242/22 , H04M3/42059 , H04M3/42102 , H04Q3/72
摘要： A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch 100. An administrator computer system 110 includes a computer 112 and administrator display 114 for generating and displaying the graphical representation. The graphical representation may be a block diagram 200 consisting of telephone call type 202, application 204, scripts 206, agent group 208, agents/staff 210, supervisor 214 and a particular agent group I 212. Each of the blocks include available selections in the particular category. Such as a listing of agent groups 304, a listing of telephone types 300, a listing of available DNIS numbers 302 and a listing of agents/staff 306. The call path system further permits an administrator, via the administrator computer system 110 to select and any of the above. Applications may be modified such that the telephonic switch 100 thereafter routes telephone calls in accordance with the modified applications.
摘要翻译： 呼叫路径系统生成由电话交换机100路由选择类型的电话呼叫的呼叫路径的图形表示。管理员计算机系统110包括用于生成和显示图形表示的计算机112和管理员显示器114。 图形表示可以是由电话呼叫类型202，应用程序204，脚本206，代理组208，代理/工作人员210，主管214和特定代理组I 212组成的框图200.每个块包括在 特定类别。 例如代理组304的列表，电话类型300的列表，可用DNIS号码302的列表和代理/员工306的列表。呼叫路径系统还允许管理员经由管理员计算机系统110选择和 以上任何一种。 可以修改应用程序，使得电话交换机100此后根据修改的应用路由电话呼叫。
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4.发明授权System and method for establishing communications between a remote computer and a computer service provider using a telephonic switch 失效使用电话交换机在远程计算机和计算机服务提供商之间建立通信的系统和方法
公开(公告)号：US5857014A
公开(公告)日：1999-01-05
申请号：US657138
申请日：1996-05-31
摘要： A system 100 and method for interconnecting a remote computer 102 and a computer service provider 104 via a telephonic switch 122 is provided. The telephonic switch 122 connects the remote computer 102 to the computer service provider 104 based on information received from the remote computer 102. An adult material circuit 126 in the telephonic switch 122 detects a request from the remote computer 102 to prohibit access to adult material available on the computer service provider 104. The request may be contained in automatic number identification information or dialed number identification service information. The telephonic switch 122 further comprises a caller prompting circuit 132 which prompts the remote computer 102 for instructions regarding whether to deny access to adult material. An advertising circuit 136 in the telephonic switch 122 stores advertisements, selects one of the advertisements based on the information received from the remote computer 102 and displays the selected advertisements on the remote computer 102. The telephonic switch 122 further comprises an audio circuit 140 for establishing voice communications between a subscriber associated with the remote computer 102 and an agent telephonic unit 142 associated with the telephonic switch 122. While voice communications are established between the subscriber and the agent telephonic unit 142, a data link circuit 141 maintains a data connection between the telephonic switch 122 and the computer service provider 104 such that data communications are substantially automatically reestablished upon completion of the voice communications.
摘要翻译： 提供了一种用于通过电话交换机122互连远程计算机102和计算机服务提供者104的系统100和方法。 电话交换机122基于从远程计算机102接收的信息将远程计算机102连接到计算机服务提供商104.电话交换机122中的成人电路126检测来自远程计算机102的请求以禁止访问可用的成人材料 该请求可以包含在自动号码识别信息或拨号号码识别服务信息中。 电话交换机122还包括呼叫者提示电路132，其向远程计算机102提供关于是否拒绝访问成人资料的指令。 电话交换机122中的广告电路136存储广告，基于从远程计算机102接收的信息选择广告中的一个，并在远程计算机102上显示所选择的广告。电话交换机122还包括音频电路140，用于建立 在与远程计算机102相关联的用户与与电话交换机122相关联的代理电话单元142之间的语音通信。当在用户和代理电话单元142之间建立语音通信时，数据链路电路141维护在 电话交换机122和计算机服务提供商104，使得数据通信在语音通信完成时基本上自动重新建立。
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5.发明授权
公开(公告)号：US5818909A
公开(公告)日：1998-10-06
申请号：US718668
申请日：1996-09-27
申请人： Paul E. Van Berkum , Doug Gisby
发明人： Paul E. Van Berkum , Doug Gisby
CPC分类号： H04M3/51 , H04M3/2218 , H04M3/2272 , H04M3/5175
摘要： An agent speech detector system 100 includes an agent terminal 112 which detects whether an agent speaks during a telephone call routed to the agent by a telephonic switch 102. An interface circuit 104 may interconnect the agent terminal 112 and the telephonic switch 102. A call begin circuit 216 detects the beginning of a telephone call and notifies a speech detector 218. The speech detector 218 monitors the voice of the agent until a call termination circuit 220 indicates that the telephone call has terminated. If the speech detector 218 detects that the agent did not speak during the telephone call, it notifies a communications circuit 222 which automatically transmits this information to a supervisor computer system 105.
摘要翻译： 代理语音检测器系统100包括代理终端112，代理终端112在通过电话交换机102路由到代理的电话呼叫期间检测代理是否说话。接口电路104可以互连代理终端112和电话交换机102.呼叫开始 电路216检测电话呼叫的开始并通知语音检测器218.语音检测器218监视代理的语音，直到呼叫终止电路220指示电话呼叫已经终止。 如果语音检测器218在电话呼叫期间检测到代理没有说话，则通知通信电路222将自动将该信息发送到管理计算机系统105。
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6.发明授权Communications system and interface circuit for interconnecting telephonic switch and agent computer 失效用于互联电话交换机和代理计算机的通信系统和接口电路
公开(公告)号：US5923747A
公开(公告)日：1999-07-13
申请号：US720337
申请日：1996-09-27
申请人： Paul E. Van Berkum , Doug Gisby
发明人： Paul E. Van Berkum , Doug Gisby
CPC分类号： H04M3/5183
摘要： An interface circuit 104 provides audio and data communications between a telephonic switch 102 and an agent computer 106. The agent computer 106, telephonic switch 102 and interface circuit 104 are comprised by a communications system 100. The interface circuit 104 includes an integrated circuit 204 for receiving signals from, and transmitting signals to, the telephonic switch 102. A driver circuit 206 interconnects a data interface 200 in an agent terminal 112 to provide data communications from the integrated circuit 204 to the agent computer 106. An audio level control 208 provides audio communications between the integrated circuit 204 and the agent computer 106 and a headset.
摘要翻译： 接口电路104在电话交换机102和代理计算机106之间提供音频和数据通信。代理计算机106，电话交换机102和接口电路104由通信系统100组成。接口电路104包括集成电路204，用于 从电话交换机102接收信号和发送信号。驱动器电路206互连代理终端112中的数据接口200，以提供从集成电路204到代理计算机106的数据通信。音频电平控制208提供音频 集成电路204和代理计算机106之间的通信以及耳机。
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公开(公告)号：US5923746A
公开(公告)日：1999-07-13
申请号：US715510
申请日：1996-09-18
CPC分类号： H04M3/51 , H04M11/00 , H04M3/2281 , H04M3/42221 , H04M1/656 , H04M2242/22 , H04M3/42102 , H04Q3/72
摘要： A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information. An overwrite circuit 126 overwrites the call recording in the storage device every time period. A period selector 128 permits the agent, or an administrator, to select the length of the time period.
摘要翻译： 呼叫记录系统和方法将由电话交换机104路由的电话记录到位于计算机终端108处的代理。与电话交换机104相关联的呼叫信息电路110经由DNIS电路112和/或提供的信息来检测诸如DNIS之类的信息 由呼叫者，与电话有关。 计算机终端108包括基于与呼叫有关的呼叫信息记录电话呼叫的记录装置114。 呼叫的记录被存储在存储设备116中。为了便于稍后重播呼叫，呼叫序列指示符118将呼叫序列号附加到电话呼叫的记录。 或者或除了呼叫时间指示符118之外，还可以基于何时接收到呼叫，将时间和日期指示符附加到记录。 自动记录器122基于呼叫信息自动记录指定的电话呼叫。 覆盖电路126每隔一段时间覆盖存储装置中的呼叫记录。 周期选择器128允许代理或管理员选择时间段的长度。
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公开(公告)号：US5729593A
公开(公告)日：1998-03-17
申请号：US689472
申请日：1996-08-08
CPC分类号： H04M3/487 , H04M3/51 , H04M3/5166
摘要： An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110. The administrator may draft scripts via a script circuit 132 which are read by the agent. The scripts are displayed to the agent via a script viewer 134.
摘要翻译： 提供了通知系统100和方法，其基本上在呼叫期间的任何时间播放以服务于由电话交换机106路由的呼叫的代理的语音记录的通知。 呼叫信息电路136检测与呼叫有关的信息，例如DNIS和ANI。 该信息被发送到计算机终端110，在该计算机终端110上驻留并登录了该代理。 CPU120可以基于该信息自动选择和播放存储在存储器电路124中的通知。 此外，代理可以基本上随时经由输入设备112选择和播放通知.CPU 120可以基于从时钟130确定的一天中的时间（上午，下午或晚上）来选择要播放的特定通知。管理员 系统128允许管理员控制公告的记录，存储和播放。 具体地，当代理登录到计算机终端110时，通知可以存储在远程存储介质126中并被下载到存储器电路124.管理员可以经由代理读取的脚本电路132来起草脚本。 脚本通过脚本查看器134显示给代理。
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9.发明授权Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data 失效电话交换系统和方法，用于控制到远程代理的接入电话以及收集和提供呼叫数据
公开(公告)号：US5619557A
公开(公告)日：1997-04-08
申请号：US500301
申请日：1995-07-10
申请人： Paul E. Van Berkum
发明人： Paul E. Van Berkum
CPC分类号： H04M3/5125 , H04M3/523 , H04M3/5183 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13103 , H04Q2213/13141 , H04Q2213/1336 , H04Q2213/13389
摘要： A telephone switching system (100) including an automatic call distributor (102) for routing incoming telephone calls over a telephone network (116) to agent telephonic units (112, 114) is provided. Data relating to each of the incoming telephone calls is collected by the automatic call distributor (102), in particular a central processing unit (110). As each incoming telephone call is being routed to an agent telephonic unit (112, 114) over a telephone network (116), its associated data is substantially simultaneously transmitted over a computer network (126) to an agent computer terminal (122, 124). The agent located at the agent telephonic unit (112 or 114) which receives an incoming telephone call has first party call control via the associated agent computer terminal (122 or 124).
摘要翻译： 提供了一种电话交换系统（100），其包括用于通过电话网络（116）将来电电话路由到代理电话单元（112,114）的自动呼叫分配器（102）。 与每个进入电话呼叫相关的数据由自动呼叫分配器（102），特别是中央处理单元（110）收集。 当每个传入电话呼叫通过电话网络（116）被路由到代理电话单元（112,114）时，其相关联的数据基本上同时通过计算机网络（126）发送到代理计算机终端（122,124） 。 位于代理电话单元（112或114）的代理接收来电电话具有通过相关联的代理计算机终端（122或124）的第一方呼叫控制。
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