公开(公告)号：US07058578B2

公开(公告)日：2006-06-06

申请号：US10253094

申请日：2002-09-24

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

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

IPC分类号： G10L21/00

CPC分类号： G10L15/22 ,  G06Q10/06 ,  G06Q10/10

摘要： A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

摘要翻译： 在事务处理系统中使用媒体处理器，其中系统被配置为将呼叫者的呼入路由到与事务处理系统相关联的代理，并且呼入呼叫基于语音模式通信和文本模式通信。 媒体处理器包括可操作地并入事务处理系统并被配置为便于语音模式通信与文本模式通信之间的转换的媒体翻译器。 代理偏好设置可由代理在语音模式和文本模式之间进行选择。 还包括被配置为将语音模式通信转换为文本模式通信的语音识别单元和被配置为将文本模式通信转换为语音模式通信的语音合成器。

公开(公告)号：US07184540B2

公开(公告)日：2007-02-27

申请号：US10304872

申请日：2002-11-26

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

发明人： Anthony J. Dezonno ,  Mark J. Power ,  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： H04M3/523 ,  H04M3/5233

摘要： The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

摘要翻译： 该方法和装置改善具有自动呼叫分配系统的通信系统中的呼叫交易。 确定系统中多个代理的每个代理的个性概况。 相应的个性概况是多个预定个性概况类型之一。 各个代理人的确定的个性概况类型作为个性概况记录存储在数据库中。 然后确定呼叫者的个性概况，呼叫者的个性简档是多个个性概况类型之一。 提供了一个优先级层次，用于将呼叫者的个性概况类型与代理的个性概况类型相匹配。 然后根据该优先级层次将呼叫者的个性概况类型与代理的个性概况类型进行比较。 基于个性概况类型的比较，从多个代理中选择代理。

公开(公告)号：US5907611A

公开(公告)日：1999-05-25

申请号：US843021

申请日：1997-04-11

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

IPC分类号： H04M3/523 ,  H04Q3/64

CPC分类号： H04Q3/64 ,  H04M3/5237 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13162 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/1322 ,  H04Q2213/13344

摘要： An apparatus and method are provided for identifying a call record of a telephone call received from a PSTN and overflowed from a source automatic call distributor to a destination automatic call distributor, the call record having been stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor. An overflow request is transferred over an ISDN facility to the destination automatic call distributor including the call identifier. The overflow table is searched using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor and the call record is identified using the call identifier and located identifier of the source automatic call identifier.

摘要翻译： 提供了一种用于识别从PSTN接收并从源自动呼叫分配器溢出到目的地自动呼叫分配器的电话呼叫的呼叫记录的装置和方法，呼叫记录已经存储在源自动呼叫分配器的呼叫标识符下 在主机的存储器中，服务于源自动呼叫分配器和目的地自动呼叫分配器。 该方法包括将呼叫动作提供消息存储在主计算机的呼叫溢出表中，包括由源自动呼叫分配器分配的呼叫标识符和源自动呼叫分配器的标识符的步骤。 溢出请求通过ISDN设备传送到包括呼叫标识符的目的地自动呼叫分配器。 使用传送到目的地自动呼叫分配器的呼叫标识符来搜索溢出表，以定位源自动呼叫分配器的标识符，并且使用呼叫标识符和源自动呼叫标识符的定位标识符来标识呼叫记录。

公开(公告)号：US07564846B2

公开(公告)日：2009-07-21

申请号：US10929872

申请日：2004-08-30

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

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

IPC分类号： H04L12/56

CPC分类号： H04L43/18 ,  H04L43/00

摘要： A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.

摘要翻译： 一种用于从分组路由设备收集会话信息的方法和装置。 该方法包括以下步骤：检测通过分组路由设备的通信流中的通信会话的报头分组，其中通信流包含来自多个用户的分组，将检测到的报头分组的类型与报头的列表进行比较 要被收集，并且当头部与要收集的标题列表中的条目相匹配时，将报头分组的消息报头和仅消息报头存储在由会话的标识符索引的文件中。

公开(公告)号：US07460659B2

公开(公告)日：2008-12-02

申请号：US10259358

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 ,  H04M5/00

CPC分类号： H04M3/51

摘要： The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.

摘要翻译： 该方法和装置教导诸如自动呼叫分配系统之类的通信系统中的代理。 在该方法的一个实施例的第一步骤中，向代理提供具有多个对话部分和决定点的先前存储的呼叫交易。 呼叫业务被重放，模拟呼叫业务中相应决策点的至少一个决定。 该模拟与在呼叫交易中的相应决定点处的原始决策不同。 结果被评估并提交给代理。 在一个实施例中，至少一个决定是最佳实践决定。 此外，该方法还可以基于存储的最佳实践呼叫交易覆盖呼叫交易的优选路径。 该装置实现重播呼叫交易的方法。

公开(公告)号：US5910983A

公开(公告)日：1999-06-08

申请号：US858601

申请日：1997-05-19

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  James J. Bryla

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  James J. Bryla

IPC分类号： H04M3/00 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/64

CPC分类号： H04M3/5237 ,  H04M3/523 ,  H04M2207/08 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/5235

摘要： A method and apparatus are provided for identifying a call record by a source automatic call distributor to a host computer of a telephone call received from a PSTN and overflowed from the source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control. The call record is stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method comprises the steps of executing a telescript sequence by the source automatic call distributor which sends a call identifer assigned by the source automatic call distributor and an identifier of the source automatic call distributor to a call overflow identification table of the host and transferring the call to the destination automatic call distributor along with the call identifier of the source automatic call distributor.

摘要翻译： 提供了一种方法和装置，用于将源自动呼叫分配器的呼叫记录识别为从PSTN接收的电话呼叫的主机并从源自动呼叫分配器溢出到呼叫分配系统中的目的地自动呼叫分配器， 通话控制。 呼叫记录被存储在源自动呼叫分配器的呼叫标识符的主机的存储器中，同时服务于源自动呼叫分配器和目的地自动呼叫分配器。 该方法包括以下步骤：由源自动呼叫分配器执行可伸缩序列，该源自动呼叫分配器将由源自动呼叫分配器分配的呼叫标识符和源自动呼叫分配器的标识符发送到主机的呼叫溢出识别表并传送呼叫 到目的地自动呼叫分配器以及源自动呼叫分配器的呼叫标识符。

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。

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。