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1.发明授权Method and system for routing incoming telephone calls to available agents based on agent skills 失效基于代理技能将接入电话路由到可用代理的方法和系统公开(公告)号：US06222919B1
公开(公告)日：2001-04-24
申请号：US08304345
申请日：1994-09-12
申请人： Michael C. Hollatz , Daniel F. Baker , Joseph C. Steinlicht , Mark J. Michelson , Kurt E. Sunderman
发明人： Michael C. Hollatz , Daniel F. Baker , Joseph C. Steinlicht , Mark J. Michelson , Kurt E. Sunderman
IPC分类号： H04Q364
CPC分类号： H04M3/5233
摘要： A method and automatic call distribution system 100 for routing incoming telephone calls 206 from external telephonic units 102 to selected ones of a plurality of agents A1001-A1007 wherein the agents A1001-A1007 are grouped into skill groups 110a-110n are provided. Each of the skill groups 110a-110n is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call 206 is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time. If no agents are available, the external caller is placed in queue until an available agent enters the matched skill group. Unavailable agents are stored in an unavailable group 200 and are inserted into corresponding skill groups 110a-110n when they become available.
摘要翻译： 提供了一种方法和自动呼叫分配系统100，用于将来自外部电话单元102的进入电话呼叫206路由到多个代理A1001-A1007中的选定的代理A1001-A1007，其中代理A1001-A1007被分组成技能组110a-110n。 每个技能组110a-110n由具有公共技能指标的代理组成。 代理技能指标代表代理人的技能。 此外，技能组中的代理人按照代理人可用的时间长度来排列。 入局电话206最初被分配代表被认为对满足外部呼叫者的需要有用的技能的呼叫技能指示符。 然后将呼叫技能指示符与技术组之一的公共代理技能指示符相匹配。 电话呼叫被路由到匹配技能组中可用的最长时间可用的代理。 如果没有代理可用，则外部呼叫者将被放入队列中，直到可用代理进入匹配的技能组。 不可用代理存储在不可用组200中，并且当它们变得可用时被插入相应的技能组110a-110n中。
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2.发明授权Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents 失效自动呼叫分配器和方法，用于根据代理人的熟练程度等级来接收来电公开(公告)号：US06333980B1
公开(公告)日：2001-12-25
申请号：US08314189
申请日：1994-09-28
IPC分类号： H04M300
CPC分类号： H04M3/5233
摘要： An automatic call distributor 100 and method for selectively connecting incoming telephone calls from telephonic units 102 to a plurality of available agents located at agent telephonic units 308 is provided. The automatic call distributor 100 includes a central processing unit 302 which controls a multiport switch 300 to interconnect the incoming telephone calls and the agent telephonic units 308. Each agent is assigned one or more agent-skill indicators indicative of the agent's skills. A proficiency rating indicative of the skill level of the agent is also assigned for each agent-skill indicator. Skill groups 110a, 110b and 110n are formed from available agents having a common agent-skill indicator. Within the skill groups, the agents are arranged by decreasing proficiency rating. Agents with identical proficiency ratings are further arranged by the amount of time each agent has been available to accept an incoming telephone call. When received, an incoming telephone call is matched with a common agent-skill indicator deemed useful in satisfying a need of the caller and a minimum proficiency rating and the telephone call is routed to the skill group associated with the matched agent-skill indicator. The telephone call is offered to the agent within the skill group having the highest proficiency rating and, amongst the agents having an identical proficiency rating, having been available for the longest time.
摘要翻译： 提供了一种自动呼叫分配器100和方法，用于将来自电话单元102的进入电话呼叫选择性地连接到位于代理电话单元308的多个可用代理。 自动呼叫分配器100包括中央处理单元302，其控制多端口交换机300以互连入局电话呼叫和代理电话单元308.每个代理被分配一个或多个指示代理人技能的代理技能指示符。 指定代理人技能水平的能力等级也被分配给每个代理技能指标。 技能组110a，110b和110n由具有公共技能指标的可用代理形成。 在技能组内，代理人通过降低能力等级进行安排。 具有相同能力等级的代理进一步按每个代理人可以接收来电的时间量排列。 当接收到呼入电话时，与被认为有用的满足呼叫者需要的通用代理技能指示符和最低能力等级相匹配，并且电话呼叫被路由到与匹配的代理技能指示符相关联的技能组。 电话呼叫被提供给具有最高熟练度等级的技能组中的代理人，并且具有相同能力等级的代理人已经可以获得最长时间。
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公开(公告)号：US07386467B2
公开(公告)日：2008-06-10
申请号：US09941046
申请日：2001-08-28
IPC分类号： G06F11/34
CPC分类号： H04M7/003 , G06Q10/06398 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/006 , H04M2201/18
摘要： A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.
摘要翻译： 提供了一种用于维护和改善执行多个任务的代理的性能水平的方法和装置。 该方法包括以下步骤：为多个任务中的每个任务提供一个性能阈值，测量代理完成多个任务中的每个任务时的性能参数，并在代理执行任务时测量的性能参数训练代理 超过了多个任务的每个任务的任务的相应的性能阈值。
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公开(公告)号：US06678266B1
公开(公告)日：2004-01-13
申请号：US09487835
申请日：2000-01-19
IPC分类号： H04L1266
CPC分类号： H04Q3/64 , H04M3/5125 , H04M3/5191 , H04M3/523 , H04M7/1205
摘要： A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.
摘要翻译： 一种用于在自动呼叫分配器的交换机处从公共交换电话网络接收的客户呼叫连接和远离自动呼叫分配器的自动呼叫分配器的代理之间提供语音路径的方法和装置，还包括数据 代理终端与自动呼叫分配器的主机之间的连接。 该方法包括以下步骤：在远程位置的自动呼叫分配器和代理之间通过公共交换电话网建立专用电话连接，并通过专用连接交换自动呼叫分配器和代理之间的语音互联网协议通信链路 客户与代理商之间的语音信息。 该方法还包括通过专用连接在主机的数据库应用与代理的终端的数据库应用之间建立数据链路的步骤。
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公开(公告)号：US6044145A
公开(公告)日：2000-03-28
申请号：US8737
申请日：1998-01-19
CPC分类号： H04M3/5125 , H04M11/062
摘要： A portable apparatus and method of providing a communication interface between a local agent and an automatic call distributor at a remote location through a first and second path of the public switched telephone network. The apparatus includes a portable enclosure and a voice tranceiver disposed within the portable enclosure and coupled to the first path of the public switched telephone network. The apparatus further includes a data transceiver disposed within the portable enclosure and coupled to the second path of the public switched telephone network.
摘要翻译： 一种通过公共交换电话网络的第一和第二路径在远程位置在本地代理和自动呼叫分配器之间提供通信接口的便携式装置和方法。 该装置包括便携式机箱和布置在便携式机箱内并耦合到公共交换电话网络的第一路径的语音收发器。 该装置还包括设置在便携式机箱内并耦合到公共交换电话网络的第二路径的数据收发机。
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6.发明授权公开(公告)号：US07917623B2
公开(公告)日：2011-03-29
申请号：US10037998
申请日：2002-01-03
IPC分类号： G06F15/173
CPC分类号： G06F17/30867
摘要： A method and apparatus are provided for establishing communication sessions through the Internet. The method includes the steps of receiving a request from an Internet requester by a website for a communication session with an agent of the website, analyzing browser associated information relating to the request and selecting an agent for the communication session based upon a content of the analyzed browser associated information.
摘要翻译： 提供了一种通过因特网建立通信会话的方法和装置。 该方法包括以下步骤：通过网站从因特网请求者接收与网站的代理进行通信会话的请求，分析与该请求有关的浏览器相关信息，并基于分析的内容选择通信会话的代理 浏览器相关信息。
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7.发明授权公开(公告)号：US06934277B1
公开(公告)日：2005-08-23
申请号：US09032551
申请日：1998-02-26
IPC分类号： H04M3/527 , G06Q20/00 , G06Q40/00 , H04L29/06 , H04M3/51 , H04M7/00 , H04M11/00 , H04Q3/00 , H04Q3/64 , H04L12/66 , H04M3/00
CPC分类号： H04L65/1069 , H04L29/06 , H04L29/06027 , H04M3/51 , H04M7/006 , H04Q3/0062
摘要： An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web site with a plurality of audio access icons and a plurality of agent groups and associating an agent group of the plurality of agent groups with each audio-access icon of the web site. The method further includes establishing a voice path between the user and an agent of the associated agent group based upon activation of a audio-access icon by the user.
摘要翻译： 提供了一种在访问网站的因特网用户和网站的代理之间建立音频呼叫路径的装置和方法。 该方法包括以下步骤：使用多个音频访问图标和多个代理组证明网站，并将多个代理组的代理组与网站的每个音频访问图标相关联。 该方法还包括基于用户对音频访问图标的激活，在用户与相关联的代理组的代理之间建立语音路径。
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公开(公告)号：US07466686B2
公开(公告)日：2008-12-16
申请号：US09997912
申请日：2001-11-30
CPC分类号： H04M7/0057 , H04M3/51 , H04M3/5133
摘要： An agent telephone system for use in a transaction processing system, where the transaction processing system is configured to couple an incoming telephone call with an agent of the agent telephone system and to route the incoming telephone call over one of a plurality of communication networks, where the communication networks utilize differing communication protocols. The agent telephone system includes a microprocessor and a memory operatively coupled to the microprocessor. An agent microphone and agent speaker are included for transmission and reception of audio information, respectively. The agent telephone system includes a conversion device configured to operatively couple the agent microphone and the agent speaker to the microprocessor, and an input multiplexer operatively coupled to the microprocessor, where the microprocessor is configured to control selection of one of a plurality of input lines of the multiplexer. A plurality of network interfaces are configured to operatively couple a selected communication network to the corresponding input line of the multiplexer so as to permit communication between the caller and the agent of the agent telephone system over the selected communication network.
摘要翻译： 一种在交易处理系统中使用的代理电话系统，其中交易处理系统被配置为将来电电话与代理电话系统的代理耦合，并且通过多个通信网络中的一个路由入局电话呼叫，其中 通信网络利用不同的通信协议。 代理电话系统包括微处理器和可操作地耦合到微处理器的存储器。 包括代理麦克风和代理扬声器分别用于音频信息的发送和接收。 代理电话系统包括被配置为将代理麦克风和代理扬声器可操作地耦合到微处理器的转换装置，以及可操作地耦合到微处理器的输入多路复用器，其中微处理器被配置为控制对多个输入线 多路复用器。 多个网络接口被配置为将所选择的通信网络可操作地耦合到多路复用器的相应输入线，以便允许主叫方和所选代理电话系统的代理之间通过所选择的通信网络进行通信。
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公开(公告)号：US6061347A
公开(公告)日：2000-05-09
申请号：US34604
申请日：1998-03-03
CPC分类号： H04Q3/64 , H04M3/5125 , H04M3/5191 , H04M7/1205 , H04M3/523
摘要： A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.
摘要翻译： 一种用于在自动呼叫分配器的交换机处的公共交换电话网络接收的客户呼叫连接和远离自动呼叫分配器的自动呼叫分配器的代理之间提供语音路径的方法和装置，还包括数据 代理终端与自动呼叫分配器的主机之间的连接。 该方法包括以下步骤：在远程位置的自动呼叫分配器和代理之间通过公共交换电话网建立专用电话连接，并通过专用连接交换自动呼叫分配器和代理之间的语音互联网协议通信链路 客户与代理商之间的语音信息。 该方法还包括通过专用连接在主机的数据库应用与代理的终端的数据库应用之间建立数据链路的步骤。
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公开(公告)号：US06968368B2
公开(公告)日：2005-11-22
申请号：US09966688
申请日：2001-09-28
CPC分类号： H04M3/5125 , H04M3/5191 , H04M2203/6018
摘要： A method and apparatus are provided for obtaining audio information through the Internet by agents of an automatic call distributor situated at a plurality of remotely located terminals. The method includes the steps of transmitting a sign-on request from a first terminal of the plurality of remotely located terminals to a server of the automatic call distributor through the Internet notifying the server that an associated agent of the first terminal is ready for receiving calls, retrieving a universal resource locator of a web file server containing the audio information needed by the associated agent of the first terminal, said web file server being located on a second terminal of the plurality of remotely located terminals and downloading the audio information through the Internet from the web file server specified by the universal resource locator to the first terminal.
摘要翻译： 提供了一种用于通过位于多个远程位置的终端处的自动呼叫分配器的代理通过因特网获得音频信息的方法和装置。 该方法包括以下步骤：通过互联网通过互联网向多个远程终端的第一终端发送登录请求到自动呼叫分配器的服务器，通知服务器第一终端的相关代理准备好接收呼叫 检索包含所述第一终端的相关联代理所需的音频信息的web文件服务器的通用资源定位符，所述web文件服务器位于所述多个远程位置的终端的第二终端上，并通过因特网下载所述音频信息 从通用资源定位器指定的Web文件服务器到第一个终端。
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