公开(公告)号：US10671600B1

公开(公告)日：2020-06-02

申请号：US11864189

申请日：2007-09-28

申请人： David Charles Bengtson ,  Andrew J. Cammer ,  Andrew D. Flockhart ,  Eugene Mathews ,  Christopher Moss ,  Douglas W. Swartz ,  John Z. Taylor

发明人： David Charles Bengtson ,  Andrew J. Cammer ,  Andrew D. Flockhart ,  Eugene Mathews ,  Christopher Moss ,  Douglas W. Swartz ,  John Z. Taylor

IPC分类号： G06F7/00 ,  G06F17/30 ,  G06F16/24

摘要： The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

公开(公告)号：US08315373B1

公开(公告)日：2012-11-20

申请号：US12049357

申请日：2008-03-16

申请人： Andrew D. Flockhart ,  Eugene Mathews

发明人： Andrew D. Flockhart ,  Eugene Mathews

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5234

摘要： A method and system for dynamically determining a poll wherein at least a first parameter for each queue of one or more queues is maintained and a poll for each queue based upon an initial polling mode corresponding to each of the one or more queues is conducted. The polling mode comprises either a scheduled polling mode or an on-demand polling mode. Thereafter, at least a second parameter for each queue based on the poll is determined and an interval or a mode of a subsequent poll for each queue based on a comparison between the first parameter and the second parameter corresponding to each queue is scheduled. The subsequent poll is either (a) a different one of the scheduled poll and the on-demand poll, or (b) the scheduled poll having a different polling interval than the initial polling mode wherein the initial polling mode is also the scheduled poll.

摘要翻译： 一种用于动态地确定轮询的方法和系统，其中维护一个或多个队列的每个队列的至少第一参数，并且基于与所述一个或多个队列中的每个队列对应的初始轮询模式进行对每个队列的轮询。 轮询模式包括调度轮询模式或按需轮询模式。 此后，确定基于轮询的每个队列的至少第二参数，并且调度基于与每个队列对应的第一参数和第二参数之间的比较的每个队列的后续轮询的间隔或模式。 随后的轮询是（a）不同的调度轮询和按需轮询，或者（b）具有与初始轮询模式不同的轮询间隔的调度轮询，其中初始轮询模式也是调度轮询。

公开(公告)号：US20070071222A1

公开(公告)日：2007-03-29

申请号：US11229265

申请日：2005-09-16

申请人： Andrew Flockhart ,  John Taylor ,  Eugene Mathews

发明人： Andrew Flockhart ,  John Taylor ,  Eugene Mathews

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M2203/402

摘要： In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.

摘要翻译： 在一个实施例中，提供联络中心，其包括：（a）工作项队列208,250，其包括与企业的至少第一和第二内部端点相关联的企业内部联系人; 以及（b）选择器，其可操作以选择并将工作项目分配给代理。 选择工作项时，选择器同时考虑客户联系人和企业内部联系人。 例如，企业内部的联系人可以是培训通知。

公开(公告)号：US20060067506A1

公开(公告)日：2006-03-30

申请号：US11057925

申请日：2005-02-14

申请人： Andrew Flockhart ,  Christopher Howell ,  Eugene Mathews ,  Chadwick Romero

发明人： Andrew Flockhart ,  Christopher Howell ,  Eugene Mathews ,  Chadwick Romero

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04L12/66

CPC分类号： H04M3/5237

摘要： The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and (c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n. A first gateway 128a is operable to physically park an incoming customer contact in the customer domain 104 until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway 128a to at least one of (i) a second media gateway 128b for processing by the second media gateway's corresponding second controlling media server 112b and (ii) a first media server 112a controlling the first gateway 128a.

摘要翻译： 本发明涉及一种联络中心，包括：

公开(公告)号：US06233332B1

公开(公告)日：2001-05-15

申请号：US09089788

申请日：1998-06-03

申请人： Gregory Lane Anderson ,  Lucinda M. Sanders ,  Robert W. Donnelly ,  Eugene Mathews ,  Mark Landers

发明人： Gregory Lane Anderson ,  Lucinda M. Sanders ,  Robert W. Donnelly ,  Eugene Mathews ,  Mark Landers

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  H04M3/42059 ,  H04M3/5235 ,  H04M2203/551 ,  H04M2242/22

摘要： The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.

摘要翻译： 目前的媒体独立通信处理系统的作用是为客户提供业务有用的服务，以满足客户要求所需的任何媒体资源。 特别地，系统在整个交易中携带呼叫信息，呼叫作为任何媒体多事务事件来管理。 用于当前媒体独立通信处理系统的模型，如在呼叫中心中所体现的，包括一个走廊和房间范例，使客户能够动态地将其任何媒体通信连接导航到期望的信息提供源。 当客户的通话在通信会话期间被路由时，呼叫上下文信息被基于规则的呼叫路由进程存储和使用，以识别最适合于满足该客户需求的信息/服务的源。 通信连接被视为客户和服务提供商之间潜在长期交互​​的一个部分，现在的媒体独立通信处理系统向客户和服务代理提供对相关客户和服务提供商数据的访问。 在该示例中，客户上下文信息包括但不限于：客户数据，客户简档/偏好/历史，环境数据; 而相应的代理上下文信息包括但不限于：代理技能和作业功能，代理队列长度，呼叫路由的公平性。