公开(公告)号：US5937051A

公开(公告)日：1999-08-10

申请号：US795950

申请日：1997-02-28

申请人： Michael D. Hurd ,  Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

发明人： Michael D. Hurd ,  Michael J. Maloney ,  Bruce L. Hitson ,  David T. McCalmont

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M7/00

CPC分类号： H04M3/5183 ,  H04M3/523 ,  H04M3/5237 ,  H04M3/58 ,  H04M2201/38 ,  H04M3/42323 ,  H04M7/009

摘要： A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call. A second voice instrument and a second contact control server are coupled to the second call distribution circuit. The second voice instrument receives the voice component. The second contact control server receives the data component via a second communication path from the first contact control server. The second contact control server associates the data component and the voice component using the identifier. A second workstation, coupled to the second contact control server, receives the data component.

摘要翻译： 提供用于传送语音组件和服务呼叫的数据组件的系统。 该系统包括接收包括语音分量的服务呼叫的第一呼叫分配电路。 第一语音工具和第一接触控制服务器耦合到第一呼叫分配电路。 第一个语音工具接收语音组件。 第一接触控制服务器产生与语音分量相关的数据分量。 耦合到第一接触控制服务器的第一工作站接收数据组件。 第二呼叫分配电路经由来自第一呼叫分配电路的第一通信路径接收ISDN支持的转移呼叫中的语音分量。 ISDN支持的转移呼叫指定与第一语音工具相关联的标识符。 第二呼叫分配电路从ISDN支持的转接呼叫确定标识符。 第二语音工具和第二接触控制服务器耦合到第二呼叫分配电路。 第二个语音工具接收语音组件。 第二接触控制服务器经由来自第一接触控制服务器的第二通信路径接收数据分量。 第二接触控制服务器使用标识符来关联数据分量和语音分量。 耦合到第二接触控制服务器的第二工作站接收数据组件。

公开(公告)号：US06522743B1

公开(公告)日：2003-02-18

申请号：US09300765

申请日：1999-04-26

申请人： Michael D. Hurd

发明人： Michael D. Hurd

IPC分类号： H04M300

CPC分类号： H04M3/523 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/54 ,  H04M2242/22 ,  H04Q3/72

摘要： A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.

摘要翻译： 提供一种用于路由呼叫的系统。 该系统包括耦合到支持呼叫者识别特征和传送特征的公共交换电话网络的多个呼叫中心。 经由到公共交换电话网络的链路耦合的中继接口通过该链路从公共交换电话网络接收呼叫。 数据库存储客户资料信息和呼叫中心信息。 处理器耦合到中继线接口和数据库。 处理器使用呼叫者识别特征识别出呼叫者，从数据库检索与所识别的客户相关联的客户简档信息，并响应于客户简档信息和呼叫中心信息选择一个呼叫中心。 处理器将呼叫路由到所选择的呼叫中心，之后使用传输功能释放链路。

公开(公告)号：US5923745A

公开(公告)日：1999-07-13

申请号：US808625

申请日：1997-02-28

申请人： Michael D. Hurd

发明人： Michael D. Hurd

IPC分类号： H04M3/523 ,  H04M3/54 ,  H04Q3/72 ,  H04M7/00

CPC分类号： H04M3/523 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/54 ,  H04Q3/72

摘要： A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.