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    System, method, and computer readable medium for routing an agent to a preferred communications platform
    1.
    发明授权
    System, method, and computer readable medium for routing an agent to a preferred communications platform 有权
    用于将代理路由到优选通信平台的系统，方法和计算机可读介质

    公开(公告)号：US08687791B1

    公开(公告)日：2014-04-01

    申请号：US11361320

    申请日：2006-02-24

    申请人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    发明人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5233 ,  H04M3/5125 ,  H04M3/5191

    摘要： A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

    摘要翻译： 用于将代理路由到优选通信平台的系统，方法和计算机可读介质包括访问包括路由策略的服务器，其中路由策略包括站点值，项目标识值，项目负载值和属性 代理的价值，其中站点价值比先于比代理的属性值先于的项目负载值的项目标识值先于先导，并且基于所述代理的结果将代理路由到优选环境 路由策略

    System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
    2.
    发明授权
    System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call 有权
    用于将代理路由到优选通信平台以便接收客户呼叫的系统，方法和计算机可读介质

    公开(公告)号：US08462934B1

    公开(公告)日：2013-06-11

    申请号：US12816766

    申请日：2010-06-16

    申请人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    发明人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5191 ,  H04M3/5166

    摘要： A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, and a virtual automated call distributor (VACD). Further, the system may include an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system, and wherein the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD. Also included may be an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, wherein the customer's information is routed to the ADE environment through a message transfer layer.

    摘要翻译： 用于将代理路由到优选通信平台以便接收客户呼叫的系统和方法。 系统可以包括Web服务器呼叫通知模块，其接收自动号码识别和与拨打电话号码的机构相关的信息，以及虚拟自动呼叫分配器（VACD）。 此外，系统可以包括从VACD请求代理的识别的交互式语音响应（IVR）系统，其中VACD和web服务器耦合到IVR系统，并且其中VACD选择代理的标识并且路由客户的信息 到与VACD耦合的代理桌面环境（ADE）。 还包括的接入平台可以接收客户的信息并更新代理桌面上的ADE电话控制状态会话，其中客户的信息通过消息传送层被路由到ADE环境。

    System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call
    3.
    发明授权
    System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call 有权
    用于将代理路由到优选通信平台以便接收客户呼叫的系统，方法和计算机可读介质

    公开(公告)号：US07769160B1

    公开(公告)日：2010-08-03

    申请号：US11361321

    申请日：2006-02-24

    申请人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    发明人： Jeffrey William Cordell ,  Gregory Stuart Cardin ,  James K Boutcher

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5191 ,  H04M3/5166

    摘要： A system, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call comprises: a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, a virtual automated call distributor (VACD), an interactive voice response (IVR) system that requests an agent's identification from the VACD, where the VACD and the web server are coupled to the IVR system, where the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD, and an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, where the IVR system queries the ADE for user name information relating to the web server, where the ADE queries an agent table for a user name, and where the agent is routed to a preferred communications platform at any time based on at least one of: a site, a project identification, a project load, and an attribute of the agent.

    摘要翻译： 用于将代理路由到优选通信平台以便接收客户呼叫的系统，方法和计算机可读介质包括：web服务器呼叫通知模块，其接收自动号码识别和与拨打其电话号码的机构有关的信息 ，虚拟自动呼叫分配器（VACD），交互式语音响应（IVR）系统，其从VACD请求代理人的识别，其中VACD和Web服务器耦合到IVR系统，其中VACD选择代理的标识和路由 将客户的信息传递给与VACD相连的代理桌面环境（ADE），以及访问平台，用于接收客户信息并更新代理台式机上的ADE电话控制状态会话，IVR系统向ADE询问有关的用户名信息 到Web服务器，其中ADE查询用户名的代理表，以及代理被路由到首选公用地址 基于以下至少一个的任何平台：站点，项目标识，项目负载和代理的属性中的至少一个。

    Contact center call routing by agent attribute
    4.
    发明授权
    Contact center call routing by agent attribute 有权
    联络中心通过代理属性呼叫路由

    公开(公告)号：US08559618B1

    公开(公告)日：2013-10-15

    申请号：US11427014

    申请日：2006-06-28

    申请人： Jeffrey William Cordell ,  James K Boutcher ,  Michelle L Steinbeck

    发明人： Jeffrey William Cordell ,  James K Boutcher ,  Michelle L Steinbeck

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5233

    摘要： A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute, storing the at least one agent voice attribute, matching the detected caller voice attribute to the stored voice attribute of the at least one agent, and routing a call based upon the matched agent voice attribute to the detected caller voice attribute.

    摘要翻译： 一种用于通过代理属性进行联络中心呼叫路由的系统，方法和计算机可读介质，包括：检测呼叫者语音属性，对至少一个代理语音属性进行采样，存储所述至少一个代理语音属性，匹配检测到的呼叫者语音属性 到所述至少一个代理的存储的语音属性，并且基于所匹配的代理语音属性将呼叫路由到所检测到的呼叫者语音属性。

    Systems and methods for managing payments using a communication device
    6.
    发明授权
    Systems and methods for managing payments using a communication device 有权

    公开(公告)号：US11182767B1

    公开(公告)日：2021-11-23

    申请号：US12780069

    申请日：2010-06-23

    申请人： Michael T Mateer ,  James K Boutcher

    发明人： Michael T Mateer ,  James K Boutcher

    IPC分类号： G06Q20/32 ,  G06Q20/10 ,  H04W4/14

    摘要： The illustrative embodiments described herein provide systems and methods for managing payments to a payee using a communication device associated with a payor. In one embodiment, the method includes accessing billing data associated with a payor, and determining whether to send a payment notification to the communication device based on the billing data. The method also includes sending the payment notification to the communication device. The payment notification initiates a prompt on the communication device.