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    Staffing-based percentage-allocation routing using real-time data
    4.
    发明授权
    Staffing-based percentage-allocation routing using real-time data 有权
    基于人员配置的百分比路由使用实时数据

    公开(公告)号：US06584191B1

    公开(公告)日：2003-06-24

    申请号：US09384789

    申请日：1999-08-27

    申请人： Kevin McPartlan ,  Edward Komissarchik ,  Lauren O'Brien ,  Robert Hayes ,  Katherine McElroy ,  John Rafter ,  Gary Sorensen ,  David Glassman

    发明人： Kevin McPartlan ,  Edward Komissarchik ,  Lauren O'Brien ,  Robert Hayes ,  Katherine McElroy ,  John Rafter ,  Gary Sorensen ,  David Glassman

    IPC分类号： H04M300

    CPC分类号： H04M3/5232 ,  H04M3/5238

    摘要： A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and an allocation controller coupled to the WAN. Each of the call centers includes a transaction processing system. The allocation controller is configured to calculate allocation sets for one or more forecast periods based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The allocation sets include percent allocations for each of the transaction processing systems. The allocation controller is additionally configured to balance call distribution among the transaction processing systems by uploading the allocation sets to an inter-exchange carrier interface.

    摘要翻译： 提供一种用于使用实时数据执行基于人员配置的百分比分配路由的方法和装置。 根据本发明的一个方面，使用预定和实际处理资源来确定事务分配。 在时间t和t + n处测量与诸如自动呼叫分配器（ACD）的几个交易处理系统中的每一个相关联的实际处理资源。 还识别与时间t和t + n的每个事务处理系统相关联的计划处理资源。 然后，基于实际的处理资源和调度的处理资源，针对时间t + n的每个事务处理系统计算估计的处理资源。 最后，基于估计的处理资源，确定每个交易处理系统的交易分配。 根据本发明的另一方面，提供一种虚拟呼叫中心。 虚拟呼叫中心包括广域网（WAN），耦合到WAN的多个呼叫中心以及耦合到WAN的分配控制器。 每个呼叫中​​心包括交易处理系统。 分配控制器被配置为基于从事务处理系统接收到的预定人员配置级别和实际人员配置级别信息来计算一个或多个预测周期的分配集。 分配集包括每个事务处理系统的百分比分配。 分配控制器还被配置为通过将分配集上传到交换机之间的载体接口来平衡事务处理系统中的呼叫分配。

    Real-time transaction routing augmented with forecast data and agent schedules
    5.
    发明授权
    Real-time transaction routing augmented with forecast data and agent schedules 有权
    实时交易路由增加了预测数据和代理计划

    公开(公告)号：US06744878B1

    公开(公告)日：2004-06-01

    申请号：US09517221

    申请日：2000-03-02

    申请人： Edward Komissarchik ,  Kevin McPartlan ,  Lauren O'Brien ,  Gary Lee Sorensen

    发明人： Edward Komissarchik ,  Kevin McPartlan ,  Lauren O'Brien ,  Gary Lee Sorensen

    IPC分类号： H04M300

    CPC分类号： H04M3/5237 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5238

    摘要： A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and a transaction routing controller coupled to the WAN. Each of the call centers includes a transaction processing system. The transaction routing controller is configured to calculate allocation percentages for each of the call centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The transaction routing controller is additionally configured to load balance incoming calls according to the allocation percentages.

    摘要翻译： 提供了一种用于执行用预测数据和代理程序增加的实时事务路由的方法和装置。 根据本发明的一个方面，使用调度和实际处理资源在多个事务处理系统之间分配事务。 在时间t测量与每个交易处理系统（例如自动呼叫分配器（ACD））相关联的实际处理资源。 还识别与时间t的每个交易处理系统相关联的计划处理资源。 然后，基于实际的处理资源和调度的处理资源，针对时间t + n的每个事务处理系统计算估计的处理资源。 基于估计的处理资源，确定每个交易处理系统的交易分配。 最后，响应于来自网络接口的路由查询，基于事务分配将路由决定传送到网络接口。 根据本发明的另一方面，提供一种虚拟呼叫中心。 虚拟呼叫中心包括广域网（WAN），耦合到WAN的多个呼叫中心以及耦合到WAN的事务路由控制器。 每个呼叫中​​心包括交易处理系统。 交易路由控制器被配置为基于从交易处理系统接收的预定人员配置级别和实际人员配置级别信息来计算每个呼叫中​​心的分配百分比。 交易路由控制器还被配置为根据分配百分比负载平衡来电。

    DIGITAL MULTIMEDIA CONTACT CENTER
    6.
    发明申请
    DIGITAL MULTIMEDIA CONTACT CENTER 有权
    数字多媒体联络中心

    公开(公告)号：US20080034354A1

    公开(公告)日：2008-02-07

    申请号：US11835384

    申请日：2007-08-07

    申请人： Justin Brughton ,  Kevin McPartlan ,  Elizabeth Rodgers ,  Robert Rodgers ,  Ivan Covdy ,  Roy Ho ,  Carl Kowalski ,  D. McCalmont ,  Art Stine

    发明人： Justin Brughton ,  Kevin McPartlan ,  Elizabeth Rodgers ,  Robert Rodgers ,  Ivan Covdy ,  Roy Ho ,  Carl Kowalski ,  D. McCalmont ,  Art Stine

    IPC分类号： G06F9/45

    CPC分类号： H04M3/523

    摘要： A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

    摘要翻译： 用于数字多媒体联络中心的分层服务模型基于联系人的路由标准将输入联系人分配给初始服务层，并且如果路由标准机会，则可以将联系人升级或解除升级到不同的服务层。 路由标准最初基于与联系人相关联的媒体类型来确定。 数字多媒体联络中心包含一组媒体路由器，每个媒体路由器将特定媒体类型的联系人传递到工作流引擎，该工作流引擎执行工作流以指示需要代理活动的服务层处理联系人。 代理由动态自动联系人分配器分配给联系人，并且使用适当的媒体路由器将联系人路由到代理。 工作流引擎还执行代理程序来控制代理人对联系人的分配。

    Automatic Management of the Visual Space while Performing a Task
    7.
    发明申请
    Automatic Management of the Visual Space while Performing a Task 审中-公开
    在执行任务时自动管理视觉空间

    公开(公告)号：US20120185795A1

    公开(公告)日：2012-07-19

    申请号：US13436059

    申请日：2012-03-30

    申请人： Charles Hymes ,  Justin Broughton ,  Kevin McPartlan ,  Chandra Pisupati

    发明人： Charles Hymes ,  Justin Broughton ,  Kevin McPartlan ,  Chandra Pisupati

    IPC分类号： G06F3/048

    CPC分类号： G06F9/451

    摘要： A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

    摘要翻译： 用于在代理桌面上显示的图形用户界面和方法。 本发明的图形用户界面能够根据工作流程在指定区域中自动显示被管理的应用程序。 本发明的图形用户界面还包括手动控制被管理应用的显示的能力。 此外，本发明的图形用户界面和方法允许代理对非管理应用的访问，而不限制代理对被管理应用的访问。

    Automatic management of the visual space while performing a task
    8.
    发明授权
    Automatic management of the visual space while performing a task 有权
    在执行任务时自动管理视觉空间

    公开(公告)号：US08171420B2

    公开(公告)日：2012-05-01

    申请号：US10633250

    申请日：2003-07-31

    申请人： Charles Hymes ,  Justin Broughton ,  Kevin McPartlan ,  Chandra Pisupati

    发明人： Charles Hymes ,  Justin Broughton ,  Kevin McPartlan ,  Chandra Pisupati

    IPC分类号： G06F3/048 ,  G06F3/01

    CPC分类号： G06F9/451

    摘要： A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

    摘要翻译： 用于在代理桌面上显示的图形用户界面和方法。 本发明的图形用户界面能够根据工作流程在指定区域中自动显示被管理的应用程序。 本发明的图形用户界面还包括手动控制被管理应用的显示的能力。 此外，本发明的图形用户界面和方法允许代理对非管理应用的访问，而不限制代理对被管理应用的访问。

    Escalated handling of non-realtime communications
    9.
    发明授权
    Escalated handling of non-realtime communications 有权
    非实时通信的升级处理

    公开(公告)号：US07568001B2

    公开(公告)日：2009-07-28

    申请号：US10633018

    申请日：2003-07-31

    申请人： Kevin McPartlan ,  Justin Broughton

    发明人： Kevin McPartlan ,  Justin Broughton

    IPC分类号： G06F15/16

    CPC分类号： H04M3/5235 ,  H04M3/5191 ,  H04M2203/408

    摘要： A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media servers, each of which passes a contact of a particular media type to a workflow engine (one for each service tier—immediate and deferred), which executes workflows to direct the processing of contacts at service tiers that require agent activity, for the immediate service tier contacts pass through a set of media routers. Agents are allocated to contacts by a dynamic automated contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engines also execute workflows for agents to control the allocation of agents to contacts.

    摘要翻译： 升级进入联络中心的非实时通信的系统和方法。 本发明删除了最初被视为需要延迟的协助的通信，诸如那些接近丢失SLA或那些被确定为需要立即处理的那些基于识别特定重要客户的协议从其共享的文件夹中被提出的，并且“升级”它们被路由 作为现场通讯，由指定代理人立即作出回应。 用于数字多媒体联络中心的替代分层服务模型基于联系人的路由标准将输入联系人分配给初始立即或延迟服务层，并且如果路由标准改变，则可以将联系人升级或解除升级到不同的服务层。 服务层最初基于与联系人相关联的媒体类型确定。 数字多媒体联络中心包含一组媒体服务器，每个媒体服务器将特定媒体类型的联系人传递到工作流引擎（一个针对每个服务层 - 即时和延迟），其执行工作流程以指导在服务中的联系人的处理 需要代理活动的层级，即时服务层联系人通过一组媒体路由器。 代理由动态自动联系人分配器分配给联系人，并且使用适当的媒体路由器将联系人路由到代理。 工作流引擎还执行代理程序来控制代理人对联系人的分配。

    Method and apparatus for routing a transaction within a network environment
    10.
    发明授权
    Method and apparatus for routing a transaction within a network environment 有权
    在网络环境中路由事务的方法和装置

    公开(公告)号：US06813636B1

    公开(公告)日：2004-11-02

    申请号：US09259981

    申请日：1999-03-01

    申请人： Timothy Bean ,  Kevin McPartlan

    发明人： Timothy Bean ,  Kevin McPartlan

    IPC分类号： G06F15173

    CPC分类号： H04M3/5237 ,  H04M3/5233

    摘要： A method and apparatus for routing a transaction. Initially, a resource is identified which is capable of servicing a transaction based upon resource data indicative of the capabilities of resources associated with a transactional processing system and a transaction request indicative of a request associated with the transaction. Upon identifying the resource capable of servicing the transaction, the transaction is supplied to the identified resource.

    摘要翻译： 一种用于路由事务的方法和装置。 首先，识别能够基于指示与事务处理系统相关联的资源的能力的资源数据和指示与该事务相关联的请求的事务请求来处理事务的资源。 在识别能够服务于事务的资源之后，将该事务提供给所识别的资源。