公开(公告)号：US08270592B2

公开(公告)日：2012-09-18

申请号：US11317420

申请日：2005-12-22

申请人： Bruce Sharpe ,  Tom MacDonald

发明人： Bruce Sharpe ,  Tom MacDonald

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/5166 ,  H04M2203/2061 ,  H04M2242/22

摘要： An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.

摘要翻译： 本文提供了一种通过电话解释呼叫管理的方法。 在交互式语音识别（IVR）系统中接收来自客户的客户的呼叫，其通过按键盘输入来检测语言或语言选择来确定呼叫者的语言。 IVR系统将呼叫与修改的ANI号码一起转发到呼叫管理中心（CMC），呼叫管理中心根据客户端信息和修改的ANI号码确定适当的代理来处理呼叫。 然后将呼叫转发到代理，并且在代理的呼叫服务应用中激活与该呼叫相对应的屏幕。 通过呼叫处理同时执行诸如质量监视的附加应用。

公开(公告)号：US20070147599A1

公开(公告)日：2007-06-28

申请号：US11317420

申请日：2005-12-22

申请人： Bruce Sharpe ,  Tom MacDonald

发明人： Bruce Sharpe ,  Tom MacDonald

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/5166 ,  H04M2203/2061 ,  H04M2242/22

摘要： An approach for over the phone interpretation call management is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system forwards the call along with a modified ANI number to a Call Management Center (CMC), which determines an appropriate agent to handle the call based on the client information and the modified ANI number. The call is then forwarded to the agent and a screen corresponding to the call is activated in a call service application for the agent. Additional applications such as quality monitoring are concurrently executed with the call processing.

摘要翻译： 本文提供了一种通过电话解释呼叫管理的方法。 在交互式语音识别（IVR）系统中接收来自客户的客户的呼叫，其通过按键盘输入来检测语言或语言选择来确定呼叫者的语言。 IVR系统将呼叫与修改的ANI号码一起转发到呼叫管理中心（CMC），呼叫管理中心根据客户端信息和修改的ANI号码确定适当的代理来处理呼叫。 然后将呼叫转发到代理，并且在代理的呼叫服务应用中激活与该呼叫相对应的屏幕。 通过呼叫处理同时执行诸如质量监视的附加应用。