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    System and method for providing agent directed automatic call backs
    1.
    发明申请
    System and method for providing agent directed automatic call backs 审中-公开
    用于提供代理自动回叫的系统和方法

    公开(公告)号：US20060245577A1

    公开(公告)日：2006-11-02

    申请号：US11115517

    申请日：2005-04-27

    申请人： Richard Mancuso ,  Mark Michelson ,  Sales Kalayil ,  Judith Laughlin ,  Michael Frediani

    发明人： Richard Mancuso ,  Mark Michelson ,  Sales Kalayil ,  Judith Laughlin ,  Michael Frediani

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5231 ,  H04M3/5183

    摘要： A method and system of providing an agent directed automatic call back to a customer in a call center is presented. A screen display is established on an agent's computer, the screen display requests call back information on the customer. The call back information includes a work key identifier and/or an application identifier. The agent manually inputs at least some of the call back information. The call back information is coupled via a call center network into a computer system associated with a telephone switching system. A call back time is scheduled and the computer system instructs the telephone switching system to automatically place the automatic call back at the call back time.

    摘要翻译： 呈现一种方法和系统，用于向呼叫中心内的客户提供自动回叫的代理。 在代理商的计算机上建立屏幕显示，屏幕显示请求回复客户的信息。 回叫信息包括工作密钥标识符和/或应用标识符。 代理手动输入至少一些回叫信息。 呼叫信息通过呼叫中心网络耦合到与电话交换系统相关联的计算机系统中。 调度回叫时间，计算机系统指示电话交换系统在回叫时自动将自动回叫。

    Automatic contact distributor with workflow system integration
    2.
    发明申请
    Automatic contact distributor with workflow system integration 审中-公开
    自动联系经销商与工作流系统集成

    公开(公告)号：US20060233345A1

    公开(公告)日：2006-10-19

    申请号：US11108555

    申请日：2005-04-18

    申请人： Michael Frediani ,  Richard Mancuso ,  Mark Michelson ,  Sales Kalayil

    发明人： Michael Frediani ,  Richard Mancuso ,  Mark Michelson ,  Sales Kalayil

    IPC分类号： H04M3/00

    CPC分类号： H04M3/523 ,  H04M3/5232 ,  H04M3/5238

    摘要： A method and apparatus are provided for operating an automatic contact distributor by an organization having a plurality of agents. The method includes the steps of detecting receipt of a plurality of contacts and a plurality of workflow projects, determining a contact type of each contact of the plurality of contacts and a workflow type of each workflow project of the plurality of workflow projects and assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization.

    摘要翻译： 提供了一种用于由具有多个代理的组织操作自动联系人分配器的方法和装置。 该方法包括以下步骤：检测多个联系人和多个工作流项目的接收，确定多个联系人的每个联系人的联系人类型以及多个工作流项目中的每个工作流项目的工作流类型，并分配联系人 所述多个联系人中的所述多个联系人的所述多个代理的第一代理以及所述多个工作流项目的工作流项目到所述多个代理的第二代理，其中所述联系人和所述工作流项目分配给所述第一和第二代理 是基于组织的一套企业规则。

    Enterprise-wide occupancy based routing
    3.
    发明申请
    Enterprise-wide occupancy based routing 有权

    公开(公告)号：US20060256955A1

    公开(公告)日：2006-11-16

    申请号：US11128045

    申请日：2005-05-12

    申请人： Judith Laughlin ,  Mark Michelson ,  Roger Sumner

    发明人： Judith Laughlin ,  Mark Michelson ,  Roger Sumner

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  H04M3/5232

    摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.

    Enterprise-wide occupancy based routing
    4.
    发明授权
    Enterprise-wide occupancy based routing 有权
    企业级基于占用的路由

    公开(公告)号：US08358774B2

    公开(公告)日：2013-01-22

    申请号：US11128045

    申请日：2005-05-12

    申请人： Judith Laughlin ,  Mark Michelson ,  Roger A. Sumner

    发明人： Judith Laughlin ,  Mark Michelson ,  Roger A. Sumner

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  H04M3/5232

    摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.

    摘要翻译： 提供了一种方法和装置，用于通过网络路由器将与客户端的联系人路由到多个自动联系人分配器中的一个，每个具有多个代理。 该方法包括以下步骤：确定多个自动接触分配器中的每个自动接触分配器在自动接触分配器的多个试剂中的每个试剂的目标占有率和实际占用之间的最大相对差异以及由 自动联络经销商。 所述方法还包括以下步骤：所述多个自动接触分配器中的每一个将每个联系人类型确定的最大相对差值的值传送到所述网络路由器，所述网络路由器检测联系人，所述网络路由器确定所述联系人的联系人类型 检测到的联系人，并且网络路由器将检测到的联系人路由到多个自动接触分配器的自动接触分配器，其为多个自动接触分配器之间确定的接触类型提供最大的相对差。

    Transaction outcome state mapping
    7.
    发明授权
    Transaction outcome state mapping 有权
    交易结果状态映射

    公开(公告)号：US07324640B2

    公开(公告)日：2008-01-29

    申请号：US10099784

    申请日：2002-03-15

    申请人： Anthony Dezonno ,  Jeffrey Hodson ,  Roger Sumner ,  Carlo Bonifazi ,  Mark Michelson ,  Robert Beckstrom ,  Mark Powers ,  Craig Shambaugh

    发明人： Anthony Dezonno ,  Jeffrey Hodson ,  Roger Sumner ,  Carlo Bonifazi ,  Mark Michelson ,  Robert Beckstrom ,  Mark Powers ,  Craig Shambaugh

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/51 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/5175 ,  H04M2201/40

    摘要： A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.

    摘要翻译： 提供了一种方法和装置，用于通过在客户和具有联系主题的专业知识的组织的代理之间的通信系统来加速在接触期间信息交换的主题演进。 该方法包括以下步骤：沿着多个平行的主题路径提供从起点到主题决议的接触主题的主题进展的状态图，将接触的主题进展拟合在 状态图的多个并行主题路径中最可能的一个的主题，并且从多个主题路径中最可能的一个主题路径提示该代理具有预期主题。