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公开(公告)号：US08411844B1
公开(公告)日：2013-04-02
申请号：US13332503
申请日：2011-12-21
CPC分类号： H04M3/5158
摘要： A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.
摘要翻译： 一种用于控制和校正在自动联络中心中的放弃率的方法，该自动联络中心使用预测拨号方法来确定用于拨号生成的呼叫的数量。 当放弃率接近零时，该方法确定由预测拨号方法使用的平均代理占用。 经验数据是在代理人占有率上收集的，而预测拨号方法则使用平均代理占用来确定要生成的呼叫数。 该方法确定目标放弃率和目标代理占有率，其中具有等于或高于目标代理占用的代理占用的代理占用经验数据的一部分在目标放弃率的预定范围内。 目标代理占用用于调整预测拨号方式所使用的平均代理占用。
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2.发明授权System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center 有权虚拟联络中心多运动和混合环境中的出站拨号系统和方法公开(公告)号：US08699699B1
公开(公告)日：2014-04-15
申请号：US13332510
申请日：2011-12-21
CPC分类号： H04M3/5158
摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.
摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。
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3.发明授权公开(公告)号：US08582752B1
公开(公告)日：2013-11-12
申请号：US13332516
申请日：2011-12-21
CPC分类号： H04M3/5158
摘要： A method for determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.
摘要翻译： 一种用于基于未来时间段中的代理占用的预测来确定在自动化联络中心中生成的呼叫的数量的方法。 自动联络中心包括用于拨打生成的呼叫的拨号器，成功连接的拨号呼叫等待代理处理的队列以及由代理处理呼叫的代理池。 该方法估计当前在拨号器，队列和未来时间段内将在代理池中的代理池的呼叫数量。 基于估计，该方法预测未来时间段中将来的代理人占用，其用于确定在自动化联络中心中产生的呼叫数量。 根据要生成的呼叫数生成呼叫。
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4.发明授权公开(公告)号：US08345856B1
公开(公告)日：2013-01-01
申请号：US13332490
申请日：2011-12-21
IPC分类号： H04M7/00
CPC分类号： H04M3/5158
摘要： A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.
摘要翻译： 一种用于确定在自动联络中心中生成的呼叫数量的方法，其中所述自动联络中心包括用于拨打所生成的呼叫的拨号器和代理商处理成功连接的拨号呼叫的代理池。 该方法收集关于呼叫在拨号器和代理处理时间中花费的持续时间的经验数据。 收集的数据用于产生离散密度或离散分布函数。 使用离散密度或分布函数，计算目前在拨号器中的每个呼叫的个体影响。 该方法使用个人影响来计算拨号器影响，用于预测未来的代理占用。 基于该预测，确定多个生成呼叫。 根据要生成的呼叫数生成呼叫。
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公开(公告)号：US09654634B2
公开(公告)日：2017-05-16
申请号：US12427172
申请日：2009-04-21
申请人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
发明人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
CPC分类号： H04M3/5191 , H04M3/5238
摘要： A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.
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6.发明授权System and methods for scheduling and optimizing inbound call flow to a call center 有权调度和优化到呼叫中心的入站呼叫流的系统和方法公开(公告)号：US08792632B2
公开(公告)日：2014-07-29
申请号：US12540607
申请日：2009-08-13
IPC分类号： H04M3/00
摘要： A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
摘要翻译： 用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请， 潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。
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公开(公告)号：US20100266115A1
公开(公告)日：2010-10-21
申请号：US12427172
申请日：2009-04-21
申请人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
发明人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5238
摘要： A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.
摘要翻译： 提供了一种用于将事务路由到一组代理中的单个代理的系统，包括：其中将要路由的事务被放置的队列，发送邀请以从队列到代理进行交互的传送设备，以及路由器路由事务 接受邀请的个人代理人的队列。
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8.发明申请公开(公告)号：US20080043728A1
公开(公告)日：2008-02-21
申请号：US11924773
申请日：2007-10-26
申请人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
发明人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
IPC分类号： H04M3/42
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译： 用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器 通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。 第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。 数字网络连接可能是TCP \ IP连接。 在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。 在一些实施例中，LAN也连接到运行数据库实例的数据服务器。 在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心 处理器耦合到服务控制点和呼叫中心中央交换机。 在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。
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9.发明申请Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center 有权用于在客户关系管理系统和多信道通信中心之间集成代理状态的方法和装置公开(公告)号：US20060029206A1
公开(公告)日：2006-02-09
申请号：US10993837
申请日：2004-11-18
CPC分类号： H04M3/5183 , H04M3/42093 , H04M3/42365 , H04M3/5125 , H04M3/5191
摘要： A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
摘要翻译： 用于集成用于通信的联络中心，代理站和客户关系管理服务器的系统包括具有到联络中心，代理站和客户关系管理服务器的端口连接的网络适配器节点; 以及在网络适配器模式上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。 在优选应用中，客户关系管理服务器适于基于用于代理站的一个或多个活动或队列中的一个或多个事件的当前状态信息将代理站的数据和/或服务或其可用性通知发送给代理站。
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10.发明申请公开(公告)号：US20050207559A1
公开(公告)日：2005-09-22
申请号：US11136319
申请日：2005-05-23
申请人： Juri Shtivelman , Nikolay Anisimov , Gregory Pogossians , Vladimir Deryugin , Dmytro Balkin , Luben Stoilov
发明人： Juri Shtivelman , Nikolay Anisimov , Gregory Pogossians , Vladimir Deryugin , Dmytro Balkin , Luben Stoilov
CPC分类号： H04M3/5183 , H04M3/5238
摘要： A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.
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