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    System and method for automating customer relations in a communications environment
    1.
    发明授权
    System and method for automating customer relations in a communications environment 有权
    在通信环境中自动化客户关系的系统和方法

    公开(公告)号：US08488770B2

    公开(公告)日：2013-07-16

    申请号：US13517875

    申请日：2012-06-14

    申请人： Kirk Mahoney ,  Lona Noelle Dallessandro ,  James Austin Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    发明人： Kirk Mahoney ,  Lona Noelle Dallessandro ,  James Austin Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    IPC分类号： H04M3/00 ,  H04M11/00

    CPC分类号： H04M3/51 ,  H04M3/22

    摘要： A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

    摘要翻译： 一种方法包括将与由通信网络的至少一个组件提供的服务相关联的性能数据接收到一个或多个订户。 性能数据可以由监视通信网络的至少一个组件的性能特性的一个或多个被动监听设备收集。 该方法还包括基于从特定用户接收到的订户查询来识别向特定订户提供特定服务的至少一个组件。 所述方法还包括识别所接收的演奏数据内的特定演奏数据。 特定性能数据可以与由至少一个组件提供的特定服务相关联。 该方法还包括基于特定的性能数据确定至少一个组件的性能状态。

    System and method for automating customer relations in a communications environment
    3.
    发明申请
    System and method for automating customer relations in a communications environment 有权
    在通信环境中自动化客户关系的系统和方法

    公开(公告)号：US20060215833A1

    公开(公告)日：2006-09-28

    申请号：US11086794

    申请日：2005-03-22

    申请人： Kirk Mahoney ,  Lona Dallessandro ,  James Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    发明人： Kirk Mahoney ,  Lona Dallessandro ,  James Britt ,  Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

    IPC分类号： H04M3/00

    CPC分类号： H04M3/51 ,  H04M3/22

    摘要： A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

    摘要翻译： 公开了一种用于使客户支持部门自动化网络性能的系统和方法，所述客户支持部门包括被配置为监视通信网络的部分的被动监听设备。 性能数据库可以耦合到被动监听设备并且被配置为存储网络性能数据。 客户关系模块可以被包括并被配置为接收用户询问并且识别影响订户的通信网络的至少一个受监视的组件。 模块可以检索通信网络的一个或多个组件上的性能数据，以向用户和/或协助用户的代理提供客户特定的通信性能数据。

    Reporting dial-up access problems using a real-time automated system
    4.
    发明授权
    Reporting dial-up access problems using a real-time automated system 失效
    使用实时自动化系统报告拨号访问问题

    公开(公告)号：US07660233B2

    公开(公告)日：2010-02-09

    申请号：US10937960

    申请日：2004-09-10

    申请人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins

    发明人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins

    IPC分类号： G01R31/08

    CPC分类号： H04M7/0024 ,  H04L12/2856 ,  H04L12/2876 ,  H04L43/0811 ,  H04M3/493 ,  H04M7/0057

    摘要： A method for reporting and responding to dial-up connectivity problems can include the step of establishing a voice connection between a caller and an automated response system. The caller can be automatically prompted for a dial-up access number that is problematic for the caller. A determination can be automatically made as to whether the received dial-up access number is valid. A potential problem can be automatically reported to a network operations center responsible for the access number via a data connection. The caller can be automatically presented with at least one alternative dial-up access number via the voice connection.

    摘要翻译： 用于报告和响应拨号连接问题的方法可以包括在呼叫者和自动响应系统之间建立语音连接的步骤。 呼叫者可以自动提示拨打访问号码，这对呼叫者来说是有问题的。 可以自动确定接收的拨号访问号码是否有效。 潜在问题可以通过数据连接自动报告给负责访问号码的网络操作中心。 呼叫者可以通过语音连接自动呈现至少一个替代的拨号接入号码。

    Resetting access account passwords of a multitude of compartmentalized systems
    5.
    发明授权
    Resetting access account passwords of a multitude of compartmentalized systems 失效
    重置多个分区系统的访问帐户密码

    公开(公告)号：US07624278B2

    公开(公告)日：2009-11-24

    申请号：US10937959

    申请日：2004-09-10

    申请人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

    发明人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

    IPC分类号： G06F21/00 ,  G06F7/04 ,  G06F13/00 ,  H04M3/38 ,  H04M3/53 ,  G06F1/00

    CPC分类号： H04M3/382 ,  H04M3/493

    摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

    摘要翻译： 使用交互式语音响应系统（IVR）重置访问帐户密码的方法可以包括IVR接收用户重置密码的请求的步骤。 帐户识别数据可以获取。 获取的数据可以与存储在至少一个分区系统中的帐户信息相匹配。 匹配可以标识至少一个用户请求适用的访问帐户。 IVR还可以接收帐户验证数据，并将该数据与存储在与所识别的访问帐户相关联的分区系统中的数据进行比较。 根据比较结果，IVR可以重置存储在分区系统中的密码。 IVR可以配置为重置几个分区系统的密码。

    Method and apparatus for automated billing and crediting of customer accounts
    6.
    发明授权
    Method and apparatus for automated billing and crediting of customer accounts 失效
    用于自动计费和记入客户帐户的方法和设备

    公开(公告)号：US07609825B2

    公开(公告)日：2009-10-27

    申请号：US11178651

    申请日：2005-07-11

    申请人： Antonio Green ,  Jonathan Paden ,  Bobby Sams

    发明人： Antonio Green ,  Jonathan Paden ,  Bobby Sams

    IPC分类号： H04M15/00 ,  H04M3/00

    CPC分类号： H04M15/00 ,  G06Q10/0635 ,  G06Q30/04

    摘要： An account management system (100) is coupled to a service center (101) serving a number of customers (108). The account management system has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to monitor (202) service outages of the service center, detect (204) a service outage, identify (206) one or more customers affected by the service outage, and assign (208) a credit to each of the affected one or more customers.

    摘要翻译： 帐户管理系统（100）耦合到服务于多个顾客（108）的服务中心（101）。 帐户管理系统具有通信接口（110），存储器（104）和控制器（102）。 控制器被编程为监视（202）服务中心的服务中断，检测（204）服务中断，识别（206）受服务中断影响的一个或多个客户，并将（208）信用分配给每个受影响的 一个或多个客户。

    Agent call flow monitoring and evaluation
    7.
    发明申请
    Agent call flow monitoring and evaluation 审中-公开
    代理呼叫流量监控和评估

    公开(公告)号：US20080063178A1

    公开(公告)日：2008-03-13

    申请号：US11504669

    申请日：2006-08-16

    申请人： Jonathan Paden ,  Jon Harris ,  Matthew A. Dixon ,  Kurt Joseph

    发明人： Jonathan Paden ,  Jon Harris ,  Matthew A. Dixon ,  Kurt Joseph

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5175

    摘要： Agent performance is monitored. Multiple segments of a first communications session are monitored based on corresponding triggers that trigger the monitoring of the multiple segments. Characteristic data of the multiple segments is obtained. The characteristic data of the first communications session and characteristic data of a second communications session are grouped. The characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.

    摘要翻译： 代理性能受到监控。 基于触发对多个段的监视的相应触发来监视第一通信会话的多个段。 获得多个段的特征数据。 第一通信会话的特征数据和第二通信会话的特征数据被分组。 第一通信会话的特征数据与第二通信会话的特征数据进行共同评估。

    System and method for IVR transfer of an inbound call
    9.
    发明申请
    System and method for IVR transfer of an inbound call 审中-公开
    用于IVR转接入站呼叫的系统和方法

    公开(公告)号：US20060109974A1

    公开(公告)日：2006-05-25

    申请号：US10996127

    申请日：2004-11-23

    申请人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

    发明人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42

    CPC分类号： H04M3/51 ,  H04M3/5166 ,  H04M3/5237 ,  H04M3/58

    摘要： In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The first agent is directed to conference in the inbound call in response to receiving the input information. A first sequence of tone signals is generated in response to the conference. After placing the inbound call on hold, a ‘wait for digits’ signal identifying a carrier servicing the inbound call is detected. A carrier dependent transfer sequence is selected for transferring the inbound call from the first agent to a second agent preferably without the inbound call being hair pinned through the first agent.

    摘要翻译： 在用于传送由第一代理接收到的入站呼叫的方法和系统中，从第一代理接收描述代理认证和呼叫目的地的输入信息。 响应于接收输入信息，第一代理被引导到入站呼叫中的会议。 响应于会议产生第一音调信号序列。 在将入局呼叫置于保持状态之后，检测到识别为入站呼叫提供服务的载波的“等待数字”信号。 选择与载体相关的传输序列，用于将入站呼叫从第一代理传送到第二代理，优选地，不将入站呼叫通过第一代理头发固定。

    Dynamic load balancing between multiple locations with different telephony system
    10.
    发明授权
    Dynamic load balancing between multiple locations with different telephony system 失效
    使用不同电话系统的多个位置之间的动态负载平衡

    公开(公告)号：US08660256B2

    公开(公告)日：2014-02-25

    申请号：US13327869

    申请日：2011-12-16

    申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

    发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5234 ,  H04M3/5237

    摘要： A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.

    摘要翻译： 一种方法包括在负载平衡IVR系统处接收来自主交互式语音应答（IVR）系统的呼叫。 主IVR系统将路由逻辑的第一百分比呼叫路由到负载平衡IVR系统的第二百分比呼叫。 基于与多个电话系统的呼叫中心站点相关联的代理可用性数据，从多个电话系统中选择电话系统。 该方法包括将呼叫路由到路由逻辑的路由协议组件，其中路由协议组件将呼叫路由到所选择的电话系统的呼叫中心。