公开(公告)号：US08781092B2

公开(公告)日：2014-07-15

申请号：US11290113

申请日：2005-11-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  H04M3/5166 ,  H04M2203/2011

Abstract: Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when scheduling a callback time which assists the agent with servicing the scheduled callback more efficiently than the original incoming call. The system also uses algorithms and various system parameters to determine how many agents are needed to service all scheduled callbacks at a given time while maximizing the efficiency of the agents by avoiding having agents service callbacks which fail to reach the person to be serviced for various reasons. When not enough agents are available to handle the scheduled callbacks and current incoming calls the called back individual is automatically connected to the next available agent avoiding the line of incoming calls entirely. This results in not only increasing the efficiency of the agents it also decreases the time necessary for the call center to provide for the scheduling of future callbacks.

Abstract translation: 允许呼叫中心接收和调度入站呼叫服务的回呼约会的方法，这些呼叫方便入站呼叫者，并在预定的回呼时间内自动发出呼出呼叫。 当调度回呼时间时，系统从呼叫者收集信息，该呼叫协助代理服务于比原始来电更有效的调度回呼。 该系统还使用算法和各种系统参数来确定在给定时间为所有调度的回调服务所需的代理人数量，同时通过避免由于各种原因而使代理服务回调无法到达该服务人员而最大化代理的效率 。 当没有足够的代理可用于处理调度的回拨和当前来电时，被叫回的个人将自动连接到下一个可用的代理，避免完全进入来电。 这不仅增加了代理的效率，而且还减少了呼叫中心提供未来回调的调度所需的时间。

公开(公告)号：US08538006B1

公开(公告)日：2013-09-17

申请号：US13459524

申请日：2012-04-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/00 ,  G06Q10/00 ,  G06Q30/00

CPC classification number: H04M3/51 ,  H04M3/493 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/403

Abstract: Embodiments of the present invention provide computer program products, methods, and systems for providing an interactive interface to a particular agent of a plurality of call center agents. In various embodiments, display criteria for providing the interface are defined that relate to a performance parameter associated with the plurality of call center agents. Further, in various embodiments, interaction criteria for providing an opportunity to interact with the interface are defined that relate to a second performance parameter associated with the plurality of call center agents. Thus, in particular embodiments, the interactive interface is provided to the particular agent as a result of the agent having a measurement of the performance parameter meet the display criteria and/or a measurement of the second performance parameter meet the interaction criteria. Once the interactive interface has been provided, the agent may be awarded with an award based on the agent's interaction with the interface.

Abstract translation: 本发明的实施例提供了用于向多个呼叫中心代理的特定代理提供交互式接口的计算机程序产品，方法和系统。 在各种实施例中，用于提供接口的显示标准被定义为涉及与多个呼叫中心代理相关联的性能参数。 此外，在各种实施例中，用于提供与接口交互的机会的交互标准被定义为与与多个呼叫中心代理相关联的第二性能参数。 因此，在特定实施例中，作为代理具有满足显示标准的性能参数的测量和/或符合交互标准的第二性能参数的测量的代理的结果，将交互式界面提供给特定代理。 一旦提供了交互式界面，代理可以根据代理与界面的交互获得奖励。

公开(公告)号：US08488769B1

公开(公告)日：2013-07-16

申请号：US13454841

申请日：2012-04-24

Applicant: James K. Noble, Jr. ,  Karl H. Koster

Inventor： James K. Noble, Jr. ,  Karl H. Koster

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M2201/14 ,  H04M2203/403

Abstract: Call center agent training is provided on a non-scheduled basis and is characterized as having a duration that is less than a scheduling interval used to schedule the agent for their work shift, as well as schedule other activities in the work shift. The delivery of snippet training content may be triggered by various conditions, including in response to: a request for training originating from the agent, a period of continuous call processing activity of the agent, various agent performance metrics, or probabilistically assigned to an agent in a group. Various parameters may selectively limit provision of a snippet training session. The agents provided with training are placed in an unavailable state prior to the snippet training session, and placed back into an available state afterwards. The snippet training content may be variously structured and can be grouped together to form an e-learning course delivered to the agent.

Abstract translation: 呼叫中心代理训练是在非计划的基础上提供的，其特征在于具有小于用于安排代理工作班次的调度间隔的持续时间，以及安排工作班中的其他活动。 片段训练内容的传递可以由各种条件触发，包括响应于：从代理发起的训练的请求，代理的连续呼叫处理活动的周期，各种代理性能度量，或概率地分配给代理的代理 一个小组。 各种参数可以选择性地限制片段训练会话的提供。 提供培训的代理人在代码段培训会话之前处于不可用状态，之后放回可用状态。 代码段训练内容可以是各种不同的结构，并且可以组合在一起以形成传递给代理的电子学习课程。

公开(公告)号：US08036374B2

公开(公告)日：2011-10-11

申请号：US11290978

申请日：2005-11-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M1/56

CPC classification number: H04M3/5158 ,  H04M2203/2027

Abstract: Systems and methods for detecting call blocking devices or services. The devices monitor outbound call connections to determine if a connected call has been answered by a call blocking device or service rather than a person or answering machine. The verification is a comparison between the connection of an outbound call and a predefined parameter of data associated with that connection. For example, the predefined timing parameter may require detecting a connection before the first ring, or a connection occur within a predetermine period of time from when the outbound call is placed, or a connection occurring after a certain number of rings, etc. Which predefined parameter is associated with a particular outbound call may depend on the call blocking device or service the call center placing the outbound call expects to encounter on a particular connection attempt of a particular phone number. Once the call blocking device or service has been detected on a connected call, the call can be process as if a connection occurred including routing such calls to an available agent or other handling process customized to handle such calls such as automatically navigating prompts for voice or dialing responses from the privacy director systems.

Abstract translation: 用于检测呼叫阻塞设备或服务的系统和方法。 设备监视出站呼叫连接，以确定所连接的呼叫是否已被呼叫阻止设备或服务而不是人员或应答机应答。 验证是出站呼叫的连接和与该连接相关联的数据的预定义参数之间的比较。 例如，预定义的定时参数可能需要在第一环之前检测连接，或连接发生在从出站呼叫发出之后的预定时间段内，或者在一定数量的振铃之后发生的连接等。哪个预定义的定时参数 与特定出站呼叫相关联的参数可以取决于呼叫阻塞设备或呼叫中心放置呼出呼叫期望在特定电话号码的特定连接尝试上遇到的服务。 一旦在连接的呼叫上检测到呼叫阻止设备或服务，则可以处理呼叫，就好像发生连接，包括将这样的呼叫路由到可用的代理或其他定制的处理过程以处理这样的呼叫，例如自动导航语音提示或 从隐私总监系统拨打回复。

公开(公告)号：US08675839B1

公开(公告)日：2014-03-18

申请号：US13534130

申请日：2012-06-27

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/36

CPC classification number: H04M3/5158 ,  H04M3/5175 ,  H04M3/5232

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract translation: 呼叫中心中的预测拨号器可以代表出站呼叫活动的代理发起多个出站呼叫。 由于许多呼叫可能无法与正确的方连接，所以预测拨号器可以产生几个同时呼叫，以便向可用代理提供单个呼叫。 预测拨号器中的起搏算法根据各种因素，条件和规则确定要进行多少个呼叫。 在某些情况下，预测拨号器可能尝试发起比可用的中继线更多的呼叫。 在这种情况下，发起呼叫的数量受到导致中继相关不足状况的可用干线数量的限制，这可能对代理的性能产生不利影响。 本发明的各种实施例检测并提供这些条件的通知，以允许有效诊断代理性能下降的原因。

公开(公告)号：US06356634B1

公开(公告)日：2002-03-12

申请号：US09257435

申请日：1999-02-25

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M300

CPC classification number: H04M3/5166 ,  H04M2201/60

Abstract: The present invention provides a communications system and maintenance system for telephone contact. The present invention is designed to be a stand-alone system used in concert with computers and public telephone switches that are well known in the telephone contact industry. The present invention may, if desired, be integrated into an existing telephone contact system or host program, or, it can be made available as a stand alone product. The communication system enables the telephone service representative to transparently deliver a prerecorded voice file to a party that is consistent in voice tone, quality, energy and pitch. The communication system also provides the telephone service representative with a viewable transcript of the actual voice being transmitted to the party. The maintenance system enables the telephone service representative to update and improve selected prerecorded voice files to ensure voice quality, energy, tone, and pitch of his/her recordings and management to approve and control quality before the recording is used within the system.

Abstract translation: 本发明提供一种用于电话联系的通信系统和维护系统。 本发明被设计为与在电话联系业中众所周知的计算机和公共电话交换机一起使用的独立系统。 如果需要，本发明可以被集成到现有的电话联系系统或主机程序中，或者可以作为独立的产品获得。 通信系统使得电话服务代表能够将预先录制的语音文件透明地传送到语音，质量，能量和音调一致的一方。 通信系统还向电话服务代表提供正在发送给该方的实际语音的可视录音。 维护系统使得电话服务代表能够更新和改进所选择的预先录制的语音文件，以确保其录音和管理的语音质量，能量，音调和音调以在系统内使用录音之前批准和控制质量。

公开(公告)号：US08254555B1

公开(公告)日：2012-08-28

申请号：US13460016

申请日：2012-04-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/00

CPC classification number: H04M3/5158 ,  H04M3/523

Abstract: Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.

Abstract translation: 用于管理多个线路上的可用代理的呼入（包括入站和出站）的系统和方法，其中每个呼叫被接收或放置被预先识别为连接到一个特定代理，并且在自动检测到正被接收或应答的呼叫 ，呼叫或者连接到特定代理或者放置在该特定代理的队列中。

公开(公告)号：US07587040B2

公开(公告)日：2009-09-08

申请号：US11289869

申请日：2005-11-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/00 ,  H04M5/00 ,  H04M1/00

CPC classification number: H04M3/5158 ,  H04M3/22 ,  H04M2203/2027

Abstract: Systems and methods for detecting false signals on a telephone line. The devices provide an additional verification for outbound calls which result in a disconnected or not in service signal that such signals are valid and not false tones being emitted by a device or service employed by the call recipient, The type of additional verification of the outbound call is dependent on the telephone network on which the outbound call is placed. For example, on an analog telephone network a drop in loop current may be detected indicting a connected call which is contrary to the disconnected or not in service signals being received. Such connected signals can be detected on digital networks by monitoring dedicated control data channels or through the use of data received through the use of in-band signaling. Once the additional verification had detected false tones the call can be process as if a connection occurred including routing such calls to an available agent or other handling process customized to handle such calls.

Abstract translation: 用于在电话线上检测虚假信号的系统和方法。 这些设备为出站呼叫提供额外的验证，导致断开或不在服务信号，这些信号是有效的，而不是由呼叫接收者使用的设备或服务发出的假音调。呼出呼叫的附加验证类型 取决于放置呼出电话的电话网络。 例如，在模拟电话网络上，可以检测到下降的环路电流，指示连接的呼叫与正在接收的服务信号中的断开或不相关。 通过监视专用控制数据信道或通过使用通过使用带内信令接收的数据，可以在数字网络上检测这样的连接信号。 一旦附加验证检测到假音，就可以像呼叫一样进行处理，包括将此类呼叫路由到可用的代理或其他处理过程，以处理这种呼叫。

公开(公告)号：US08391466B1

公开(公告)日：2013-03-05

申请号：US13556961

申请日：2012-07-24

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/00

CPC classification number: H04M3/5238 ,  H04M3/5175 ,  H04M2201/12 ,  H04M2203/402

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating an outbound forecast. In particular embodiments, campaign parameters are defined for at least two outbound call campaigns that include for each campaign a time period over which the campaign is to be carried out, a target value identifying a number of an outbound communication result to occur over the time period, and sources for handling outbound communications. Further, a historical dataset is selected that includes historical data on the corresponding outbound communication result for each campaign based on past outbound communications. In various embodiments, an outbound forecast is generated based on the historical dataset and campaign parameters for the outbound call campaigns. The forecast provides a number of the outbound communication result forecasted to be achieved over the time period for each campaign in an attempt to meet the target value for the corresponding campaign.

Abstract translation: 本发明的各种实施例提供用于产生出站预报的方法，系统和计算机程序产品。 在特定实施例中，针对至少两个出局呼叫活动来定义活动参数，所述至少两个呼出呼叫活动包括对于每个活动在活动要被执行的时间段，标识在该时间段内发生的出站通信结果的数目的目标值 以及处理出站通信的来源。 此外，选择历史数据集，其包括基于过去的出站通信的针对每个活动的相应出站通信结果的历史数据。 在各种实施例中，基于出站呼叫活动的历史数据集和活动参数来生成出站预测。 该预测提供了一些在每个广告系列的时间段内预测的出站通讯结果，以达到相应广告系列的目标价值。

公开(公告)号：US08233609B2

公开(公告)日：2012-07-31

申请号：US11290977

申请日：2005-11-30

Applicant: James K. Noble, Jr.

Inventor： James K. Noble, Jr.

IPC: H04M3/00

CPC classification number: H04M3/5158 ,  H04M3/523

Abstract: Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.

Abstract translation: 用于管理多个线路上的可用代理的呼入（包括入站和出站）的系统和方法，其中每个呼叫被接收或放置被预先识别为连接到一个特定代理，并且在自动检测到正被接收或应答的呼叫 ，呼叫或者连接到特定代理或者放置在该特定代理的队列中。