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    End user automatic call distributor network control
    7.
    发明授权
    End user automatic call distributor network control 有权
    终端用户自动呼叫分配器网络控制

    公开(公告)号：US06850612B2

    公开(公告)日：2005-02-01

    申请号：US09886804

    申请日：2001-06-21

    申请人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

    发明人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

    IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04M3/00

    CPC分类号： H04M3/523 ,  H04M3/5166 ,  H04M3/5238 ,  H04M3/533 ,  H04M2203/2011

    摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

    摘要翻译： 一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。 呼叫者接收有关一个或多个ACD中队列状态的信息。 如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。 呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制。 呼叫者可以准备在呼叫者等待时传送给应答代理的信息。 有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。

    Enhanced end user automatic call distributor control
    10.
    发明授权
    Enhanced end user automatic call distributor control 有权
    增强终端用户自动呼叫分配器控制

    公开(公告)号：US06798877B2

    公开(公告)日：2004-09-28

    申请号：US09886795

    申请日：2001-06-21

    申请人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

    发明人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

    IPC分类号： H04M3523

    CPC分类号： H04M3/5191 ,  H04M3/523 ,  H04M2203/2011

    摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

    摘要翻译： 一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。 呼叫者接收有关一个或多个ACD中队列状态的信息。 如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。 呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制。 呼叫者可以准备在呼叫者等待时传送给应答代理的信息。 有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。