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公开(公告)号：US20100054448A1
公开(公告)日：2010-03-04
申请号：US12201696
申请日：2008-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5237
摘要： Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency.
摘要翻译： 用于选择与联网的联络中心相关的通信路径的系统的实施例包括通信模块，其可配置为接收指示租户的客户正在寻求启动与租户的通信的数据，路径选择模块可配置为注册第一位置 ，所述第一位置是与所述租户相关联的代理的地理位置，确定第二位置，所述第二位置是所述租户的客户的地理位置，并且基于所述第一位置和所述第二位置，建立所述客户之间的通信 代理和客户使用具有低通信延迟的通信路径。
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公开(公告)号：US08619967B2
公开(公告)日：2013-12-31
申请号：US13598149
申请日：2012-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , G06F17/30864 , H04M3/5141
摘要： This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.
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公开(公告)号：US20120321069A1
公开(公告)日：2012-12-20
申请号：US13598149
申请日：2012-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , G06F17/30864 , H04M3/5141
摘要： This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.
摘要翻译： 本文件讨论了包括多个平台来托管多个租户的网络联络中心。 示例性实施例包括接收与租户中的一个相关联的消息并且识别与消息相关联的一个或多个平台。 对于一些示例实施例，联网的联络中心可以允许平台访问与租户相关联并由多个租户中的两个或更多个共享的数据位置。
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公开(公告)号：US08204206B2
公开(公告)日：2012-06-19
申请号：US12201696
申请日：2008-08-29
CPC分类号： H04M3/5237
摘要： Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency.
摘要翻译： 用于选择与联网的联络中心相关的通信路径的系统的实施例包括通信模块，其可配置为接收指示租户的客户正在寻求启动与租户的通信的数据，路径选择模块可配置为注册第一位置 ，所述第一位置是与所述租户相关联的代理的地理位置，确定第二位置，所述第二位置是所述租户的客户的地理位置，并且基于所述第一位置和所述第二位置，建立所述客户之间的通信 代理和客户使用具有低通信延迟的通信路径。
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公开(公告)号：US20100058234A1
公开(公告)日：2010-03-04
申请号：US12201573
申请日：2008-08-29
IPC分类号： G06F3/048
CPC分类号： H04M3/5191 , G06F3/0481 , G06F3/0484 , H04M3/42161 , H04M3/42178 , H04M3/5133 , H04M3/5183 , H04M3/5232 , H04M2201/42 , H04M2203/053
摘要： This document discusses, among other things, a system and methods for a networked contact center user interface. In an example embodiment, a user interface associated with a networked contact center includes a frame to present information in a selectable format. Based on a selection associated with the information, the frame is to present further information in an un-selectable format.
摘要翻译： 本文档除了其他内容之外还讨论了联网中心用户界面的系统和方法。 在示例实施例中，与联网的联络中心相关联的用户界面包括以可选格式呈现信息的帧。 基于与该信息相关联的选择，该帧将以不可选择的格式呈现进一步的信息。
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公开(公告)号：US20100054450A1
公开(公告)日：2010-03-04
申请号：US12201599
申请日：2008-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , G06F17/30864 , H04M3/5141
摘要： This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.
摘要翻译： 本文件讨论了包括多个平台来托管多个租户的网络联络中心。 示例性实施例包括接收与租户中的一个相关联的消息并且识别与消息相关联的一个或多个平台。 对于一些示例实施例，联网的联络中心可以允许平台访问与租户相关联并由多个租户中的两个或更多个共享的数据位置。
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公开(公告)号：US08275116B2
公开(公告)日：2012-09-25
申请号：US12201599
申请日：2008-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , G06F17/30864 , H04M3/5141
摘要： This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.
摘要翻译： 本文件讨论了包括多个平台来托管多个租户的网络联络中心。 示例性实施例包括接收与租户中的一个相关联的消息并且识别与消息相关联的一个或多个平台。 对于一些示例实施例，联网的联络中心可以允许平台访问与租户相关联并由多个租户中的两个或更多个共享的数据位置。
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公开(公告)号：US08972885B2
公开(公告)日：2015-03-03
申请号：US12201573
申请日：2008-08-29
IPC分类号： G06F3/0481 , H04M3/51 , H04M3/42
CPC分类号： H04M3/5191 , G06F3/0481 , G06F3/0484 , H04M3/42161 , H04M3/42178 , H04M3/5133 , H04M3/5183 , H04M3/5232 , H04M2201/42 , H04M2203/053
摘要： This document discusses, among other things, a system and methods for a networked contact center user interface. In an example embodiment, a user interface associated with a networked contact center includes a frame to present information in a selectable format. Based on a selection associated with the information, the frame is to present further information in an un-selectable format.
摘要翻译： 本文档除了其他内容之外还讨论了联网中心用户界面的系统和方法。 在示例实施例中，与联网的联络中心相关联的用户界面包括以可选格式呈现信息的帧。 基于与该信息相关联的选择，该帧将以不可选择的格式呈现进一步的信息。
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9.发明授权公开(公告)号：US08515833B2
公开(公告)日：2013-08-20
申请号：US12201671
申请日：2008-08-29
申请人： Mansour Salame , Robert Townsend
发明人： Mansour Salame , Robert Townsend
CPC分类号： H04M3/51 , H04M3/42144
摘要： Embodiments of multilayer provisioning of networked contact centers comprise providing a support service, via a distributor, to a tenant, responsive to receiving a request from the tenant to modify the support provisioning the modified support service to the tenant.
摘要翻译： 联网联络中心的多层配置的实施例包括通过经销商向承租人提供支持服务，响应于接收来自租户的请求，修改向租户提供修改的支持服务的支持。
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公开(公告)号：US20050047579A1
公开(公告)日：2005-03-03
申请号：US10928435
申请日：2004-08-27
申请人： Mansour Salame
发明人： Mansour Salame
CPC分类号： H04M3/5191 , H04L29/06027 , H04L65/4007 , H04L65/80
摘要： A call center server architecture supporting service transactions between service customers and service agents who can be either local to or in geographic distributed locations relative to the call center. The call center server architecture includes an inbound voice packetizer providing a PSTN line interface to the call center, a call center server system, coupled to said inbound voice packetizer, that provides for the execution of call center server control applications, and a router, coupled among said inbound voice packetizer, the call center server system, and, through a network interface to any combination of intra- and extranets, to service agent terminal equipment. The call center server control applications dynamically determine the routing and distribution of service requests received from service customers to service agents and are dynamically responsive to determinations of inadequate quality of service for individual communications channels. The call center server control applications provide for the controlled interruption of a predetermined service transaction while establishing a new communications channel having an adequate quality of service.
摘要翻译： 支持服务客户和服务代理之间的服务交易的呼叫中心服务器架构，该服务客户可以是相对于呼叫中心本地或在地理分布的位置。 呼叫中心服务器架构包括向呼叫中心提供PSTN线路接口的入站语音分组器，耦合到所述入站语音分组器的呼叫中心服务器系统，其提供呼叫中心服务器控制应用的执行，以及路由器 在所述入站语音分组器，呼叫中心服务器系统中，并且通过网络接口将内部和外部网络的任何组合提供给服务代理终端设备。 呼叫中心服务器控制应用程序动态地确定从服务客户接收到服务代理的服务请求的路由和分发，并且动态地响应各个通信信道的服务质量的确定。 呼叫中心服务器控制应用程序提供预定服务事务的受控中断，同时建立具有足够服务质量的新通信信道。
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