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1.发明授权Method and system for transferring calls and call-related data between a plurality of call centers 失效用于在多个呼叫中心之间传送呼叫和呼叫相关数据的方法和系统
公开(公告)号：US5937051A
公开(公告)日：1999-08-10
申请号：US795950
申请日：1997-02-28
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。
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2.发明授权Method and system for integrating a plurality of call center agent performance enhancement modules 失效用于集成多个呼叫中心代理性能增强模块的方法和系统
公开(公告)号：US5621789A
公开(公告)日：1997-04-15
申请号：US115524
申请日：1993-09-01
CPC分类号： H04M3/523 , H04M3/36 , H04M3/51 , H04M2201/38
摘要： A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.
摘要翻译： 用于集成多个呼叫中心代理子系统模块以帮助呼叫中心代理有效响应客户呼叫的系统包括具有用于将呼叫中心代理与呼叫分配系统接口的中央处理单元的工作站。 在工作站内，存在多个模块，其集成方式显着地改善了呼叫中心代理向客户提供完全响应和高效的服务的能力。 本发明的集成模块在呼叫中心代理语音，数据和图像的控制下在单个地方提供，代理人可以通过该语音完成服务于客户呼叫。
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3.发明授权Method and system for transferring calls and call-related data between a plurality of call centers 失效用于在多个呼叫中心之间传送呼叫和呼叫相关数据的方法和系统
公开(公告)号：US5555299A
公开(公告)日：1996-09-10
申请号：US502596
申请日：1995-07-14
CPC分类号： H04M3/5183 , H04M3/5237 , H04M3/58 , H04M2201/38 , H04M3/42323 , H04M7/00 , H04M7/009
摘要： This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor to route the voice component to an available customer service representative. The call distributor then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.
摘要翻译： 本发明允许与标识呼叫者姓名，相关帐户信息，在需要转移呼叫之前获取的任何交易信息以及为什么呼叫者在多个呼叫中心之间被转移的数据一起传送呼叫。 因此，本发明的方法和系统协调语音组件和呼叫的数据组件，以便通过诸如交换网络的通信路径将呼叫从第一呼叫中心传送到第二呼叫中心。 第一呼叫中心包括必要的网络控制电路，用于引导相关联的交换网络将呼叫的语音分量与用于唯一标识呼叫的标识符一起传送到第二呼叫中心。 可以使用DNIS和/或ISDN协议原理来生成标识符。 本发明还生成并引导从第一呼叫中心到第二呼叫中心的传送屏幕。 唯一标识符也附加到传输屏幕。 在第二呼叫控制中心使用唯一标识符，本发明使用自动呼叫分配器将语音组件路由到可用的客户服务代表。 然后，呼叫分配器向第二呼叫中心的控制电路通知客户服务代表的身份。 然后，控制电路将传送屏幕发送到客户服务代表可以借助于传送屏幕信息来服务呼叫的工作站。
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公开(公告)号：US5946375A
公开(公告)日：1999-08-31
申请号：US854819
申请日：1997-05-12
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.
摘要翻译： 一种方法和系统允许通过记录会话来监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 可以基于多个调度准则来选择记录的会话，包括时间间隔，调度规则，呼叫次数，监视长度，随机指示符，呼叫类型信息，代理性能级别信息，呼叫业务信息， 和别的。 该方法和系统将回放满足调度标准的已记录会话的那些部分。
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公开(公告)号：US6058163A
公开(公告)日：2000-05-02
申请号：US854435
申请日：1997-05-12
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.
摘要翻译： 一种方法和系统允许使用各种调度标准监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 服务代表的监视时间表可以基于具有诸如时间间隔，调度规则，呼叫次数，监视长度，随机指示符，呼叫类型信息，代理性能级别信息，呼叫流量等调度准则的监视时段 信息等。 如果满足相关监测期的调度标准，该方法和系统记录客户呼叫。
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公开(公告)号：US5818907A
公开(公告)日：1998-10-06
申请号：US905316
申请日：1997-08-04
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor. This provides the call center supervisor with an automated method and system for scheduling and monitoring the performance of call center agents or service representatives that is consistent and equitable among all monitored agents.
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7.发明授权
公开(公告)号：US5696811A
公开(公告)日：1997-12-09
申请号：US667861
申请日：1996-06-20
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor. This provides the call center supervisor with an automated method and system for scheduling and monitoring the performance of call center agents or service representatives that is consistent and equitable among all monitored agents.
摘要翻译： 一种方法和系统允许通过确定监视服务代表在响应呼叫中的性能的间隔以及通过确定呼叫数量来监视呼叫中心代理或类似服务代表在呼叫中心中的呼叫中的呼叫的性能 或时间间隔来监测代表。 本发明自动和随机地确定用于监视代理预定时间段的间隔内的精确时间，或者为预定数量的呼叫确定服务代表的表现，并以 没有通知代理。 然后可以通过呼叫中心主管收听并注释记录的演奏。 这为呼叫中心主管提供了一种自动化方法和系统，用于调度和监视所有受监视代理之间一致和公平的呼叫中心代理或服务代表的性能。
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8.发明授权
公开(公告)号：US5535256A
公开(公告)日：1996-07-09
申请号：US434261
申请日：1995-05-03
CPC分类号： G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要： A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor. This provides the call center supervisor with an automated method and system for scheduling and monitoring the performance of call center agents or service representatives that is consistent and equitable among all monitored agents.
摘要翻译： 一种方法和系统允许通过确定监视服务代表在响应呼叫中的性能的间隔以及通过确定呼叫数量来监视呼叫中心代理或类似服务代表在呼叫中心中的呼叫中的呼叫的性能 或时间间隔来监测代表。 本发明自动和随机地确定用于监视代理预定时间段的间隔内的精确时间，或者为预定数量的呼叫确定服务代表的表现，并以 没有通知代理。 然后可以通过呼叫中心主管收听并注释记录的演奏。 这为呼叫中心主管提供了一种自动化方法和系统，用于调度和监视所有受监视代理之间一致和公平的呼叫中心代理或服务代表的性能。
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公开(公告)号：US5915010A
公开(公告)日：1999-06-22
申请号：US660997
申请日：1996-06-10
申请人： David T. McCalmont
发明人： David T. McCalmont
CPC分类号： H04M3/51 , H04M3/58 , H04M2242/22 , H04M3/42042 , H04M3/42059 , H04M3/42323 , H04M3/523 , H04Q3/72
摘要： A system and method for use in call center operations enables a customer service representative (CSR) to transfer a customer to a receiving CSR with selected data that describes the reason for the transfer. The receiving CSR receives the transferred customer call and the selected data and is able to continue efficiently handling the customer call. The system includes a number of CSR workstations each executing a telephony client in conjunction with a telephony server providing integration of customer data from a call center database and voice communication handled by an automatic call distributor (ACD). The telephony client includes a user interface for selecting a destination for transferring a customer call and one or more reason data element that describe the reason for transferring the call. The customer call is transferred by the ACD according to the selected destination. The telephony clients provides the reason data and a line identifier of the customer call to the telephony server. The ACD provides the telephony server with the extension of the CSR to whom the customer call is transferred, and a line identifier of the customer call. The telephony server matches the line identifier, which uniquely identifies the customer call, and forwards the reason data provided from the originating CSR to the receiving CSR at the destination extension.
摘要翻译： 用于呼叫中心操作的系统和方法使得客户服务代表（CSR）能够以描述转移原因的选定数据将客户转移到接收CSR。 接收CSR接收转移的客户呼叫和所选择的数据，并能够继续有效地处理客户呼叫。 该系统包括多个CSR工作站，每个CSR工作站与电话服务器一起执行电话客户端，其提供来自呼叫中心数据库的客户数据和由自动呼叫分配器（ACD）处理的语音通信的集成。 电话客户端包括用于选择用于传送客户呼叫的目的地的用户界面和描述传送呼叫的原因的一个或多个原因数据元素。 客户呼叫由ACD根据所选择的目的地传送。 电话客户端提供客户呼叫到电话服务器的原因数据和行标识符。 ACD为电话服务器提供了客户呼叫所转接的CSR的扩展，以及客户呼叫的线路标识。 电话服务器匹配线路标识符，其唯一地标识客户呼叫，并将从始发CSR提供的原因数据转发到目的地分机的接收CSR。
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公开(公告)号：US06243092B1
公开(公告)日：2001-06-05
申请号：US08982938
申请日：1997-12-02
申请人： Glen K. Okita , Suresh K. Agarwal , Margaret K. Bodie , Fung-Wah Lin , Yiu Man Chan , David T. McCalmont , Robert A. Blatt
发明人： Glen K. Okita , Suresh K. Agarwal , Margaret K. Bodie , Fung-Wah Lin , Yiu Man Chan , David T. McCalmont , Robert A. Blatt
IPC分类号： G06F300
CPC分类号： G06F8/34 , H04M3/51 , H04M3/5166 , H04M3/523 , Y10S715/965 , Y10S715/966
摘要： A system, method, and article of manufacture for editing visual primitives of a transaction flow used by a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The visual primitives are then displayed on the visual display. The system then edits the visual primitives in a manner that provides for unrestricted placement of the visual primitives. A visual indicator is displayed if the transaction flow is incomplete. Alphanumeric text can be added to a visual primitive or placed elsewhere within the transaction flow. A connection is automatically established between a pair of visual primitives if the visual primitives overlap one another. Transaction flow templates can be selected and modified by the visual editing system.
摘要翻译： 一种用于编辑由事务处理系统使用的事务流的视觉原语的系统，方法和制品。 包含视觉原语的事务流的视觉表示由数字计算机从存储设备访问。 然后将视觉原语显示在视觉显示器上。 系统然后以提供视觉原语的无限制放置的方式编辑视觉原语。 如果事务流不完整，则显示视觉指示符。 字母数字文本可以添加到视觉原语中或放置在事务流中的其他位置。 如果视觉原语彼此重叠，则在一对视觉原语之间自动建立连接。 可视化编辑系统可以选择和修改事务流模板。
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