公开(公告)号：US06560328B1

公开(公告)日：2003-05-06

申请号：US08833340

申请日：1997-04-03

申请人： Oleg Bondarenko ,  Andre Petrov ,  Igor Neyman ,  Pavel Karpenko ,  Valeriy Issayeo

发明人： Oleg Bondarenko ,  Andre Petrov ,  Igor Neyman ,  Pavel Karpenko ,  Valeriy Issayeo

IPC分类号： H04M164

CPC分类号： H04L65/4007 ,  H04L29/06027 ,  H04M3/51 ,  H04Q3/0029 ,  H04Q3/64 ,  H04Q3/72 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13092 ,  H04Q2213/13093 ,  H04Q2213/13106 ,  H04Q2213/13107 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13378 ,  H04Q2213/13389 ,  H04Q2213/13399 ,  H04Q2213/13546

摘要： An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more of call recording, playback of pre-recorded voice files to the telephone during a telephone call, and voice-activated functions. The agent station can be adapted to a call-in center wherein the computer workstations are connected on a local area network (LAN) together with a computer processor running a telephony server (T-Server). In some embodiments the T-Server may provide voice extensions in conjunction with a database accessible on the LAN.

摘要翻译： 用于呼入中心的代理站具有通过与适用于提供语音扩展的计算机工作站的通信链路连接的代理使用的电话，所述计算机工作站包括一个或多个呼叫记录，将预先录制的语音文件回放到电话中 电话呼叫和语音激活功能。 代理站可以适应于呼叫中心，其中计算机工作站与运行电话服务器（T-Server）的计算机处理器一起连接在局域网（LAN）上。 在一些实施例中，T服务器可以与LAN上可访问的数据库一起提供语音扩展。

公开(公告)号：USRE45606E1

公开(公告)日：2015-07-07

申请号：US13789640

申请日：2013-03-07

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M3/00 ,  H04M3/51

CPC分类号： H04M3/51 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q3/0029 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

摘要： A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

公开(公告)号：US06434231B1

公开(公告)日：2002-08-13

申请号：US09478126

申请日：2000-01-05

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M342

摘要： A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

公开(公告)号：US20130230160A1

公开(公告)日：2013-09-05

申请号：US13861367

申请日：2013-04-11

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M1/57

CPC分类号： H04M1/575 ,  H04M3/42 ,  H04M3/436 ,  H04M7/0033 ,  H04M2201/42

摘要： A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

摘要翻译： 具有由电话应用编程接口（TAPI）兼容电桥连接到计算机站的电话的代理站的呼叫中心具有与存储在计算机站也连接到的局域网（LAN）上的数据库中的呼叫者有关的数据。 用于来话呼叫的起始数据（对电话的传统呼叫）和对计算机平台的计算机模拟呼叫被用作提取与来自数据库的呼叫有关的数据的关键，以便在计算机工作站的视频显示单元（VDU）上显示， 呼叫被终止。 在某些情况下，仅提取和显示来自先前列出的发起点的呼叫数据。

公开(公告)号：US07903807B2

公开(公告)日：2011-03-08

申请号：US10843802

申请日：2004-05-11

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q3/0029 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

摘要： A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

摘要翻译： 具有由电话应用编程接口（TAPI）兼容电桥连接到计算机站的电话的代理站的呼叫中心具有与存储在计算机站也连接到的局域网（LAN）上的数据库中的呼叫者有关的数据。 用于来话呼叫的起始数据（对电话的传统呼叫）和对计算机平台的计算机模拟呼叫被用作提取与来自数据库的呼叫有关的数据的关键，以便在计算机工作站的视频显示单元（VDU）上显示， 呼叫被终止。 在某些情况下，仅提取和显示来自先前列出的发起点的呼叫数据。

公开(公告)号：US06480600B1

公开(公告)日：2002-11-12

申请号：US08949566

申请日：1997-10-14

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M164

CPC分类号： H04M3/51 ,  H04M1/006 ,  H04M1/2473 ,  H04M1/57 ,  H04M1/663 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q3/0029 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

摘要： A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

摘要翻译： 具有由电话应用编程接口（TAPI）兼容电桥连接到计算机站的电话的代理站的呼叫中心具有与存储在计算机站也连接到的局域网（LAN）上的数据库中的呼叫者有关的数据。 用于来话呼叫的起始数据（对电话的传统呼叫）和对计算机平台的计算机模拟呼叫被用作提取与来自数据库的呼叫有关的数据的关键，以便在计算机工作站的视频显示单元（VDU）上显示， 呼叫被终止。 在某些情况下，仅提取和显示来自先前列出的发起点的呼叫数据。

公开(公告)号：US06359981B1

公开(公告)日：2002-03-19

申请号：US08950253

申请日：1997-10-14

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04M700

CPC分类号： H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

摘要： A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

公开(公告)号：US06198739B1

公开(公告)日：2001-03-06

申请号：US08949586

申请日：1997-10-14

申请人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

发明人： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC分类号： H04L1264

CPC分类号： H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

摘要： A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.

摘要翻译： 多媒体呼叫中心具有具有电话和多媒体计算机平台的代理站，其中电话和计算机平台通过适于允许在电话和计算机平台之间共享音频数据的桥接电路连接。 计算机平台也适用于处理计算机模拟呼叫。 在各种实施例中，可以记录任何类型的所有呼叫或部分呼叫，预录音音频可以被播放给呼叫者，系统可以响应呼叫者发出的预定的关键短语，并且系统可以响应代理的语音命令 。

公开(公告)号：US5940495A

公开(公告)日：1999-08-17

申请号：US840125

申请日：1997-04-03

申请人： Oleg Bondarenko ,  Igor Neyman ,  Andrei Petrov ,  Pavel Karpenko ,  Valeriy Issayev

发明人： Oleg Bondarenko ,  Igor Neyman ,  Andrei Petrov ,  Pavel Karpenko ,  Valeriy Issayev

IPC分类号： H04L29/06 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/72 ,  H04M3/00

CPC分类号： H04M3/51 ,  H04L65/1069 ,  H04L65/4007 ,  H04M3/5183 ,  H04Q3/0029 ,  H04Q3/64 ,  H04L29/06027 ,  H04M2201/38 ,  H04M2203/6018 ,  H04M3/42323 ,  H04M3/5158 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/0027 ,  H04M7/0033 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13092 ,  H04Q2213/13093 ,  H04Q2213/13106 ,  H04Q2213/13107 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/1322 ,  H04Q2213/13345 ,  H04Q2213/13378 ,  H04Q2213/13389 ,  H04Q2213/13399 ,  H04Q2213/13546 ,  H04Q3/72

摘要： An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.

摘要翻译： 用于呼入中心的代理站具有通过与适用于监视电话的交易和状态以及在电话上接收的呼叫的计算机工作站的通信链路连接的代理使用的电话。 在优选实施例中，计算机工作站在局域网（LAN）上连接到运行的处理器和电话服务器（T-Server）应用的实例，并且计算机工作站向T服务器报告电话交易和状态数据， 其使用数据来实现远程电话交换机处的呼叫路由。 在一些实施例中，计算机工作站是个人计算机（PC），并且电话和PC之间的通信链路是PC兼容的串行数据链路。

公开(公告)号：US20060221941A1

公开(公告)日：2006-10-05

申请号：US11267959

申请日：2005-11-05

申请人： Konstantin Kishinsky ,  Sergey Menshikov ,  Alexander Lobastov ,  Alexei Vovenko ,  Pavel Karpenko

发明人： Konstantin Kishinsky ,  Sergey Menshikov ,  Alexander Lobastov ,  Alexei Vovenko ,  Pavel Karpenko

IPC分类号： H04L12/66

CPC分类号： H04M3/523 ,  H04M7/006 ,  H04M7/1205

摘要： The present invention takes advantage of Voice over Internet Protocol (VoIP) technology by introducing VoIP-based call center telephony equipment that is software-based and runs on inexpensive off-the-shelf personal computer (PC) systems. With the VoIP-based call center system of the present invention, the traditional Public Switched Telephone Network (PSTN) is coupled to a Voice over Internet Protocol (VoIP) gateway in order to convert all incoming traditional telephone communication into VoIP based telephony telecommunication. This is performed using the well-known SIP telephony protocol set forth in RFC 3261. Once converted to the VoIP format, the incoming VoIP-based calls are directed to the VoIP based Call Center Server system. The Call Center Server system provides all the sophisticated call center features that were formerly only available in large call centers created with specialized expensive telephone equipment

摘要翻译： 本发明通过引入基于软件的基于VoIP的呼叫中心电话设备并且在廉价的现成的个人计算机（PC）系统上运行）来利用语音互联网协议（VoIP）技术。 通过本发明的基于VoIP的呼叫中心系统，传统的公共交换电话网（PSTN）被耦合到语音网络协议（VoIP）网关，以便将所有传入的传统电话通信转换成基于VoIP的电话电信。 这使用RFC 3261中规定的公知的SIP电话协议进行。一旦转换成VoIP格式，基于VoIP的呼叫将被引导到基于VoIP的呼叫中心服务器系统。 呼叫中心服务器系统提供了以前仅在使用专门的昂贵电话设备创建的大型呼叫中心中的所有复杂的呼叫中心功能