公开(公告)号：US10122849B2

公开(公告)日：2018-11-06

申请号：US15682496

申请日：2017-08-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51

Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

公开(公告)号：US09503574B2

公开(公告)日：2016-11-22

申请号：US14612226

申请日：2015-02-02

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M11/00 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for selecting call recordings for storage is provided. Criteria for retaining call recordings are identified. Each of a plurality of watchers within a call center is programmed with one or more criteria selected from the identified criteria. Call recordings are generated from calls within the call center. The criteria from one or more of the watchers are applied to each of the call recordings. Those call recordings that satisfy the applied criteria are retained within the call center.

Abstract translation: 提供了一种用于选择用于存储的呼叫记录的系统和方法。 确定保留通话记录的标准。 呼叫中心内的多个观察者中的每一个都用从所识别的标准中选择的一个或多个标准来编程。 呼叫记录是从呼叫中心内的呼叫生成的。 一个或多个观察者的标准被应用于每个呼叫记录。 那些符合应用标准的通话记录保留在呼叫中心内。

公开(公告)号：US20130064356A1

公开(公告)日：2013-03-14

申请号：US13669388

申请日：2012-11-05

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M1/64

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。

公开(公告)号：US20170346943A1

公开(公告)日：2017-11-30

申请号：US15682496

申请日：2017-08-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

公开(公告)号：US09742908B2

公开(公告)日：2017-08-22

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US20170134572A1

公开(公告)日：2017-05-11

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US20150156317A1

公开(公告)日：2015-06-04

申请号：US14612226

申请日：2015-02-02

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for selecting call recordings for storage is provided. Criteria for retaining call recordings are identified. Each of a plurality of watchers within a call center is programmed with one or more criteria selected from the identified criteria. Call recordings are generated from calls within the call center. The criteria from one or more of the watchers are applied to each of the call recordings. Those call recordings that satisfy the applied criteria are retained within the call center.

Abstract translation: 提供了一种用于选择用于存储的呼叫记录的系统和方法。 确定保留通话记录的标准。 呼叫中心内的多个观察者中的每一个都用从所识别的标准中选择的一个或多个标准来编程。 呼叫记录是从呼叫中心内的呼叫生成的。 一个或多个观察者的标准被应用于每个呼叫记录。 那些符合应用标准的通话记录保留在呼叫中心内。

公开(公告)号：US08948368B2

公开(公告)日：2015-02-03

申请号：US13669388

申请日：2012-11-05

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。