公开(公告)号：US5621789A

公开(公告)日：1997-04-15

申请号：US115524

申请日：1993-09-01

申请人： David T. McCalmont ,  Bruce L. Hitson ,  Michael J. Maloney

发明人： David T. McCalmont ,  Bruce L. Hitson ,  Michael J. Maloney

IPC分类号： H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04M3/50

CPC分类号： H04M3/523 ,  H04M3/36 ,  H04M3/51 ,  H04M2201/38

摘要： A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.

摘要翻译： 用于集成多个呼叫中心代理子系统模块以帮助呼叫中心代理有效响应客户呼叫的系统包括具有用于将呼叫中心代理与呼叫分配系统接口的中央处理单元的工作站。 在工作站内，存在多个模块，其集成方式显着地改善了呼叫中心代理向客户提供完全响应和高效的服务的能力。 本发明的集成模块在呼叫中心代理语音，数据和图像的控制下在单个地方提供，代理人可以通过该语音完成服务于客户呼叫。

公开(公告)号：US5937051A

公开(公告)日：1999-08-10

申请号：US795950

申请日：1997-02-28

申请人： Michael D. Hurd ,  Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

发明人： Michael D. Hurd ,  Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M7/00

CPC分类号： H04M3/5183 ,  H04M3/523 ,  H04M3/5237 ,  H04M3/58 ,  H04M2201/38 ,  H04M3/42323 ,  H04M7/009

摘要： A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call. A second voice instrument and a second contact control server are coupled to the second call distribution circuit. The second voice instrument receives the voice component. The second contact control server receives the data component via a second communication path from the first contact control server. The second contact control server associates the data component and the voice component using the identifier. A second workstation, coupled to the second contact control server, receives the data component.

摘要翻译： 提供用于传送语音组件和服务呼叫的数据组件的系统。 该系统包括接收包括语音分量的服务呼叫的第一呼叫分配电路。 第一语音工具和第一接触控制服务器耦合到第一呼叫分配电路。 第一个语音工具接收语音组件。 第一接触控制服务器产生与语音分量相关的数据分量。 耦合到第一接触控制服务器的第一工作站接收数据组件。 第二呼叫分配电路经由来自第一呼叫分配电路的第一通信路径接收ISDN支持的转移呼叫中的语音分量。 ISDN支持的转移呼叫指定与第一语音工具相关联的标识符。 第二呼叫分配电路从ISDN支持的转接呼叫确定标识符。 第二语音工具和第二接触控制服务器耦合到第二呼叫分配电路。 第二个语音工具接收语音组件。 第二接触控制服务器经由来自第一接触控制服务器的第二通信路径接收数据分量。 第二接触控制服务器使用标识符来关联数据分量和语音分量。 耦合到第二接触控制服务器的第二工作站接收数据组件。

公开(公告)号：US5555299A

公开(公告)日：1996-09-10

申请号：US502596

申请日：1995-07-14

申请人： Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

发明人： Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M7/00

CPC分类号： H04M3/5183 ,  H04M3/5237 ,  H04M3/58 ,  H04M2201/38 ,  H04M3/42323 ,  H04M7/00 ,  H04M7/009

摘要： This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor to route the voice component to an available customer service representative. The call distributor then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.

摘要翻译： 本发明允许与标识呼叫者姓名，相关帐户信息，在需要转移呼叫之前获取的任何交易信息以及为什么呼叫者在多个呼叫中心之间被转移的数据一起传送呼叫。 因此，本发明的方法和系统协调语音组件和呼叫的数据组件，以便通过诸如交换网络的通信路径将呼叫从第一呼叫中心传送到第二呼叫中心。 第一呼叫中心包括必要的网络控制电路，用于引导相关联的交换网络将呼叫的语音分量与用于唯一标识呼叫的标识符一起传送到第二呼叫中心。 可以使用DNIS和/或ISDN协议原理来生成标识符。 本发明还生成并引导从第一呼叫中心到第二呼叫中心的传送屏幕。 唯一标识符也附加到传输屏幕。 在第二呼叫控制中心使用唯一标识符，本发明使用自动呼叫分配器将语音组件路由到可用的客户服务代表。 然后，呼叫分配器向第二呼叫中心的控制电路通知客户服务代表的身份。 然后，控制电路将传送屏幕发送到客户服务代表可以借助于传送屏幕信息来服务呼叫的工作站。