公开(公告)号：US08358774B2

公开(公告)日：2013-01-22

申请号：US11128045

申请日：2005-05-12

申请人： Judith Laughlin ,  Mark Michelson ,  Roger A. Sumner

发明人： Judith Laughlin ,  Mark Michelson ,  Roger A. Sumner

IPC分类号： H04M3/00

CPC分类号： H04M3/5237 ,  H04M3/5232

摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.

摘要翻译： 提供了一种方法和装置，用于通过网络路由器将与客户端的联系人路由到多个自动联系人分配器中的一个，每个具有多个代理。 该方法包括以下步骤：确定多个自动接触分配器中的每个自动接触分配器在自动接触分配器的多个试剂中的每个试剂的目标占有率和实际占用之间的最大相对差异以及由 自动联络经销商。 所述方法还包括以下步骤：所述多个自动接触分配器中的每一个将每个联系人类型确定的最大相对差值的值传送到所述网络路由器，所述网络路由器检测联系人，所述网络路由器确定所述联系人的联系人类型 检测到的联系人，并且网络路由器将检测到的联系人路由到多个自动接触分配器的自动接触分配器，其为多个自动接触分配器之间确定的接触类型提供最大的相对差。

公开(公告)号：US07058578B2

公开(公告)日：2006-06-06

申请号：US10253094

申请日：2002-09-24

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： G10L21/00

CPC分类号： G10L15/22 ,  G06Q10/06 ,  G06Q10/10

摘要： A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

摘要翻译： 在事务处理系统中使用媒体处理器，其中系统被配置为将呼叫者的呼入路由到与事务处理系统相关联的代理，并且呼入呼叫基于语音模式通信和文本模式通信。 媒体处理器包括可操作地并入事务处理系统并被配置为便于语音模式通信与文本模式通信之间的转换的媒体翻译器。 代理偏好设置可由代理在语音模式和文本模式之间进行选择。 还包括被配置为将语音模式通信转换为文本模式通信的语音识别单元和被配置为将文本模式通信转换为语音模式通信的语音合成器。

公开(公告)号：US07151826B2

公开(公告)日：2006-12-19

申请号：US10259356

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.

摘要翻译： 该方法和装置改善了诸如具有自动呼叫分配器的通信系统的通信系统中的交易。 在一个实施例中，在呼叫交易中的呼叫者和代理中的至少一个的相应压力水平的基本上实时地执行评估。 当呼叫者和代理的压力水平中的至少一个超过阈值时，第三方从事该交易。 该第三方可以包括例如虚拟方或自动输入源。 第三方可以从事事务的背景或交易的前台，从而分别仅与代理人或主叫方和代理人进行通信。 呼叫者和代理人中的至少一个的各自的压力水平可以通过包括但不限于以下方式的方法来评估： 分析呼叫者和代理中的至少一个的相应语音信号，将呼叫者和代理中的至少一个的相应语音信号转换成文本并分析文本和/或分析代理的物理应力水平。 该装置实现该方法。

公开(公告)号：US06931119B2

公开(公告)日：2005-08-16

申请号：US10231623

申请日：2002-08-30

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

IPC分类号： H04M3/51 ,  A04M3/00

CPC分类号： H04M3/51 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42068 ,  H04M2242/22

摘要： A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.

摘要翻译： 方法和装置向与交易处理系统相关联的代理站提供数据。 该数据对应于从呼叫者通过通信网络路由到代理站的呼入呼叫，其中来话呼叫基于语音模式通信和/或文本模式通信。 该方法包括以下步骤：从通信网络接收呼入呼叫，获得与呼入呼叫相对应的呼叫者特定数据，检查呼叫者特定数据以确定与呼入呼叫对应的特殊类型，基于 所确定的专业类型并将所述呼入路由到所选择的代理站，将所述呼叫者特定数据发送到所选择的代理站，以及自动启动或最大化所选代理站上的应用，使得所述应用和相应的呼叫专用数据为 当代理服务来电时，该代理可用。

公开(公告)号：US5181236A

公开(公告)日：1993-01-19

申请号：US587878

申请日：1990-09-25

申请人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

发明人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04Q1/45

CPC分类号： H04M3/5158 ,  H04M3/523 ,  H04M3/533 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/5231 ,  H04Q1/45

摘要： A method of automatically returning calls to callers (18) who have recorded a message in an ACD mail (22C) controlled message bin (22D) of a voice response unit (22) in response to a stored announcement in an announcement table (22B) selected in accordance with call statistics in a statistics table (22A) from an automatic call distributor (12) to provide the caller with queue information when no agent stations (14) are available. In one mode of operation (FIG. 4), the recorded voice message in queue is automatically provided to an agent when one becomes available in the same manner as an incoming call except an indication is given to the agent station (14) that the incoming call is, in fact, a prerecorded message which requires a cell back. The agent must obtain the telephone number from the recorded voice message and then input the multidigit number to place a return call. In other modes of operation (FIGS. 5 and 6), DTMF tones (D) recorded with the voice message are employed to enable the agent to auto dial the return call in response to the recorded message. In one of these other modes of operation (FIG. 6), the calls are automatically placed by an ACD control computer (20) and connected to an available agent station (14) the same as an original incoming call when answer detection occurs. If no answer detection occurs within a predetermined time limit, then the recorded message is returned to the queue on a preselected priority basis, and after a preselected number of unsuccessful attempts, the number and related information is printed on a printer (32) and removed from storage in the message bin (22D).

摘要翻译： 响应于公告表（22B）中存储的通知，自动向呼叫者（18）自动返回已经在语音响应单元（22）的ACD邮件（22C）控制消息箱（22D）中记录消息的呼叫者的方法， 根据来自自动呼叫分配器（12）的统计表（22A）中的呼叫统计选择，以在没有代理站（14）可用时向呼叫者提供队列信息。 在一种操作模式（图4）中，当与呼入相同的方式变得可用时，队列中记录的语音消息被自动提供给代理，除了向代理站（14）指示进入 呼叫实际上是一个预先记录的消息，需要一个小区回来。 代理人必须从记录的语音留言中获取电话号码，然后输入多位数字才能发出回叫。 在其他操作模式（图5和图6）中，采用记录有语音消息的DTMF音调（D）来使代理能够响应于所记录的消息来自动拨打返回呼叫。 在这些其他操作模式之一（图6）中，呼叫由ACD控制计算机（20）自动放置，并且当应答检测发生时，将其连接到与原始呼入相同的可用代理站（14）。 如果在预定时限内没有发生应答检测，则所记录的消息以预先选择的优先级返回到队列，并且在预选次数不成功的尝试之后，该号码和相关信息被打印在打印机（32）上并被移除 来自消息箱（22D）中的存储。

公开(公告)号：US07184540B2

公开(公告)日：2007-02-27

申请号：US10304872

申请日：2002-11-26

申请人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

发明人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5233

摘要： The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

摘要翻译： 该方法和装置改善具有自动呼叫分配系统的通信系统中的呼叫交易。 确定系统中多个代理的每个代理的个性概况。 相应的个性概况是多个预定个性概况类型之一。 各个代理人的确定的个性概况类型作为个性概况记录存储在数据库中。 然后确定呼叫者的个性概况，呼叫者的个性简档是多个个性概况类型之一。 提供了一个优先级层次，用于将呼叫者的个性概况类型与代理的个性概况类型相匹配。 然后根据该优先级层次将呼叫者的个性概况类型与代理的个性概况类型进行比较。 基于个性概况类型的比较，从多个代理中选择代理。

公开(公告)号：US5907611A

公开(公告)日：1999-05-25

申请号：US843021

申请日：1997-04-11

申请人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  David L. Blaha

IPC分类号： H04M3/523 ,  H04Q3/64

CPC分类号： H04Q3/64 ,  H04M3/5237 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13162 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/1322 ,  H04Q2213/13344

摘要： An apparatus and method are provided for identifying a call record of a telephone call received from a PSTN and overflowed from a source automatic call distributor to a destination automatic call distributor, the call record having been stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor. An overflow request is transferred over an ISDN facility to the destination automatic call distributor including the call identifier. The overflow table is searched using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor and the call record is identified using the call identifier and located identifier of the source automatic call identifier.

摘要翻译： 提供了一种用于识别从PSTN接收并从源自动呼叫分配器溢出到目的地自动呼叫分配器的电话呼叫的呼叫记录的装置和方法，呼叫记录已经存储在源自动呼叫分配器的呼叫标识符下 在主机的存储器中，服务于源自动呼叫分配器和目的地自动呼叫分配器。 该方法包括将呼叫动作提供消息存储在主计算机的呼叫溢出表中，包括由源自动呼叫分配器分配的呼叫标识符和源自动呼叫分配器的标识符的步骤。 溢出请求通过ISDN设备传送到包括呼叫标识符的目的地自动呼叫分配器。 使用传送到目的地自动呼叫分配器的呼叫标识符来搜索溢出表，以定位源自动呼叫分配器的标识符，并且使用呼叫标识符和源自动呼叫标识符的定位标识符来标识呼叫记录。

公开(公告)号：US5857014A

公开(公告)日：1999-01-05

申请号：US657138

申请日：1996-05-31

申请人： Roger A. Sumner ,  Jim F. Martin ,  Paul E. Van Berkum

发明人： Roger A. Sumner ,  Jim F. Martin ,  Paul E. Van Berkum

IPC分类号： H04L29/06 ,  H04M3/42 ,  H04M3/51 ,  H04M7/12 ,  H04M11/00

CPC分类号： H04M3/42 ,  H04L29/06 ,  H04M3/51 ,  H04M7/12

摘要： A system 100 and method for interconnecting a remote computer 102 and a computer service provider 104 via a telephonic switch 122 is provided. The telephonic switch 122 connects the remote computer 102 to the computer service provider 104 based on information received from the remote computer 102. An adult material circuit 126 in the telephonic switch 122 detects a request from the remote computer 102 to prohibit access to adult material available on the computer service provider 104. The request may be contained in automatic number identification information or dialed number identification service information. The telephonic switch 122 further comprises a caller prompting circuit 132 which prompts the remote computer 102 for instructions regarding whether to deny access to adult material. An advertising circuit 136 in the telephonic switch 122 stores advertisements, selects one of the advertisements based on the information received from the remote computer 102 and displays the selected advertisements on the remote computer 102. The telephonic switch 122 further comprises an audio circuit 140 for establishing voice communications between a subscriber associated with the remote computer 102 and an agent telephonic unit 142 associated with the telephonic switch 122. While voice communications are established between the subscriber and the agent telephonic unit 142, a data link circuit 141 maintains a data connection between the telephonic switch 122 and the computer service provider 104 such that data communications are substantially automatically reestablished upon completion of the voice communications.

摘要翻译： 提供了一种用于通过电话交换机122互连远程计算机102和计算机服务提供者104的系统100和方法。 电话交换机122基于从远程计算机102接收的信息将远程计算机102连接到计算机服务提供商104.电话交换机122中的成人电路126检测来自远程计算机102的请求以禁止访问可用的成人材料 该请求可以包含在自动号码识别信息或拨号号码识别服务信息中。 电话交换机122还包括呼叫者提示电路132，其向远程计算机102提供关于是否拒绝访问成人资料的指令。 电话交换机122中的广告电路136存储广告，基于从远程计算机102接收的信息选择广告中的一个，并在远程计算机102上显示所选择的广告。电话交换机122还包括音频电路140，用于建立 在与远程计算机102相关联的用户与与电话交换机122相关联的代理电话单元142之间的语音通信。当在用户和代理电话单元142之间建立语音通信时，数据链路电路141维护在 电话交换机122和计算机服务提供商104，使得数据通信在语音通信完成时基本上自动重新建立。

公开(公告)号：US5652791A

公开(公告)日：1997-07-29

申请号：US504158

申请日：1995-07-19

申请人： Kurt E. Sunderman ,  Robert J. Doyle ,  Roger A. Sumner

发明人： Kurt E. Sunderman ,  Robert J. Doyle ,  Roger A. Sumner

IPC分类号： H04M3/32 ,  H04M3/523 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/323

摘要： A system (200) and method for simulating operation of an autonomic call distributor (100) is provided. The system (200) provides an indication of hardware resources, such as digit collector cards (120) and digital audio source cards (118), required for any given call volume and configuration of the automatic call distributor (100). The system (200) obtains system configuration data relating to the configuration of the automatic call distributor (100) from a user and/or by downloading the data from the automatic call distributor (100). Call traffic data relating to a desired call volume is similarly provided to the system (200). The system (200) simulates operation of the automatic call distributor (100) based on the system configuration and call traffic data and determines hardware resources required in the automatic call distributor (100) for the desired call volume based on the simulated operation of the automatic call distributor (100).

摘要翻译： 提供了一种用于模拟自主呼叫分配器（100）的操作的系统（200）和方法。 系统（200）提供对于自动呼叫分配器（100）的任何给定呼叫量和配置所需的硬件资源的指示，诸如数字收集器卡（120）和数字音频源卡（118）。 系统（200）从用户获取与自动呼叫分配器（100）的配置有关的系统配置数据和/或从自动呼叫分配器（100）下载数据。 类似地向系统（200）提供与期望的呼叫量相关的呼叫业务数据。 系统（200）基于系统配置和呼叫业务数据来模拟自动呼叫分配器（100）的操作，并且基于自动呼叫分配器（100）的模拟操作来确定自动呼叫分配器（100）中所需的所需呼叫量所需的硬件资源 电话分配器（100）。

公开(公告)号：US07564846B2

公开(公告)日：2009-07-21

申请号：US10929872

申请日：2004-08-30

申请人： Anthony J. Dezonno ,  Roger A. Sumner

发明人： Anthony J. Dezonno ,  Roger A. Sumner

IPC分类号： H04L12/56

CPC分类号： H04L43/18 ,  H04L43/00

摘要： A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.

摘要翻译： 一种用于从分组路由设备收集会话信息的方法和装置。 该方法包括以下步骤：检测通过分组路由设备的通信流中的通信会话的报头分组，其中通信流包含来自多个用户的分组，将检测到的报头分组的类型与报头的列表进行比较 要被收集，并且当头部与要收集的标题列表中的条目相匹配时，将报头分组的消息报头和仅消息报头存储在由会话的标识符索引的文件中。