公开(公告)号：US06829350B1

公开(公告)日：2004-12-07

申请号：US09720630

申请日：2000-12-22

申请人： Marian Trinkel ,  Christel Mueller ,  Fred Runge ,  Thomas Ziem

发明人： Marian Trinkel ,  Christel Mueller ,  Fred Runge ,  Thomas Ziem

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/42323 ,  H04M7/12

摘要： In a method for operating a global, virtual a call center having operators working all over the world, in response to a call from a customer, data suitable for identifying the customer and allocating him or her to a customer group are collected and stored. These data are compared using a search routine to stored data of the operators logged on for the call center. As a result, the customer is automatically connected by the call center server to the web browser of the workstation system of the operator selected for the customer, at the same time all of the data collected for the customer being displayed on the web browser window of the operator's monitor. For international call centers, in particular, the method improves communication between the customer and the operator.

摘要翻译： 在响应于来自客户的呼叫的操作全球虚拟呼叫中心的方法中，响应于来自客户的呼叫，收集并存储适于识别客户并将其分配给客户组的数据的全球虚拟呼叫中心的方法。 使用搜索例程将这些数据与存储在呼叫中心的登录者的数据进行比较。 因此，客户由呼叫中心服务器自动连接到为客户选择的运营商的工作站系统的Web浏览器，同时为客户收集的所有数据显示在Web浏览器窗口上 操作员的显示器。 对于国际呼叫中心，特别是该方法改善了客户与运营商之间的通信。

公开(公告)号：US07246061B2

公开(公告)日：2007-07-17

申请号：US10181153

申请日：2000-12-15

申请人： Fred Runge ,  Christel Mueller ,  Marian Trinkel ,  Thomas Ziem

发明人： Fred Runge ,  Christel Mueller ,  Marian Trinkel ,  Thomas Ziem

IPC分类号： G10L21/00 ,  H04M1/65

CPC分类号： G10L17/04 ,  G10L17/24 ,  H04M3/42059 ,  H04M2201/41

摘要： A method for the voice-operated identification of the user of a telecommunications line in a telecommunications network is provided in the course of a dialog with a voice-operated dialog system. Utterances spoken by a caller from a group of callers limited to one telecommunications line are used during a human-to-human and/or human-to-machine dialog to apply a reference pattern for the caller. For each reference pattern, a user identifier is stored which is activated once the caller is identified, and, together with the CLI and/or ANI identifier of the telecommunications line, are made available to a server having a voice-controlled dialog system. On the basis of the CLI, including the user identifier, data previously stored for this user are ascertained by the system and made available for the dialog interface with the customer.

摘要翻译： 在与语音操作的对话系统对话的过程中提供用于在电信网络中的电信线路的用户的语音操作识别的方法。 来自限于一条电信线路的呼叫者的呼叫者所说的话语在人与人和/或人对机对话中被使用以对呼叫者应用参考模式。 对于每个参考模式，存储一个用户标识符，一旦识别出呼叫者，该用户识别符被激活，并且与电话线的CLI和/或ANI标识符一起使得具有语音控制对话系统的服务器可用。 在CLI的基础上，包括用户标识符，系统确定了先前为此用户存储的数据，并为客户提供对话界面。

公开(公告)号：US06504914B1

公开(公告)日：2003-01-07

申请号：US09446161

申请日：1999-12-16

申请人： Lutz Brademann ,  Christel Mueller ,  Thomas Mundin ,  Thomas Ziem ,  Romeo Peter Wetzel ,  Hardy Parus

发明人： Lutz Brademann ,  Christel Mueller ,  Thomas Mundin ,  Thomas Ziem ,  Romeo Peter Wetzel ,  Hardy Parus

IPC分类号： H04M164

CPC分类号： H04M3/493 ,  H04M3/42323

摘要： A method provides customer with simple and flexible dialog control and faster access to the desired information. In response to a customer call, a control program for dialog control created with the aid of a graphical editor as a flow chart is started, once access authorization is checked. All of the computer-supported telephony (CTI) information input modules and information output modules provided within the framework of the dialog control service in question, which are subject to continuous monitoring, are simultaneously made available in parallel to the customer via a control module for controlling the resources. The customer can actively intervene in the dialog already during the welcome via the information input modules allocated to him. The dialog commences again at the place designated by the customer. The method is suitable for at least information, news and connection services which are based on very significant parallelism and which are configured for mass telephony.

摘要翻译： 一种方法为客户提供简单灵活的对话控制和更快地访问所需的信息。 响应于客户呼叫，一旦访问授权被检查，开始利用图形编辑器作为流程图创建的用于对话控制的控制程序。 在受到持续监控的对话控制服务的框架内提供的所有计算机支持的电话（CTI）信息输入模块和信息输出模块通过控制模块同时提供给客户 控制资源。 客户可以通过分配给他的信息输入模块积极介入欢迎期间的对话。 对话框再次在客户指定的地方开始。 该方法至少适用于基于非常重要的并行性并被配置为大规模电话的信息，新闻和连接服务。