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公开(公告)号：US11277517B1
公开(公告)日：2022-03-15
申请号：US17065178
申请日：2020-10-07
IPC分类号： H04M3/42 , H04M3/00 , H04M5/00 , H04M3/58 , H04M7/00 , H04M3/51 , G06F21/84 , G06Q40/08 , G06F16/28 , G06F21/62 , G06Q40/02 , H04M3/523
摘要： When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
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公开(公告)号：US09900434B1
公开(公告)日：2018-02-20
申请号：US15363464
申请日：2016-11-29
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , G06Q40/08 , G06Q40/02 , G06F21/84 , G06F21/62 , G06F17/30
CPC分类号： H04M3/58 , G06F17/30598 , G06F21/6218 , G06F21/84 , G06Q40/02 , G06Q40/08 , H04M3/42068 , H04M3/5133 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M7/0012 , H04M2201/40 , H04M2201/42 , H04M2203/256 , H04M2203/404 , H04M2203/558 , H04M2203/6009 , H04M2203/6018
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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3.发明授权公开(公告)号：US09544434B1
公开(公告)日：2017-01-10
申请号：US15075679
申请日：2016-03-21
CPC分类号： H04M3/58 , G06F17/30598 , G06F21/6218 , G06F21/84 , G06Q40/02 , G06Q40/08 , H04M3/42068 , H04M3/5133 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M7/0012 , H04M2201/40 , H04M2201/42 , H04M2203/256 , H04M2203/404 , H04M2203/558 , H04M2203/6009 , H04M2203/6018
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
摘要翻译： 为可伸缩计算机电话集成系统描述了方法，系统，装置和非暂时计算机可读介质。 各个方面可以包括在计算机电话集成系统内以及在联络中心登录数据库中的几个独立计算系统上存储多个呼叫代理的呼叫代理登录信息集合。 此外，各个方面可以包括为可以存储在联络中心目录数据库中的每个联络中心服务类别生成多个联络中心服务类别和联系信息集合。 当从客户接收到来电时，各方面可以包括从客户获得客户呼叫信息并生成客户呼叫密钥，客户呼叫密钥可以作为对联络中心客户呼叫信息数据库中的客户呼叫信息的参考来存储。 呼叫密钥可以用于减少在电话呼叫转移期间在呼叫代理之间电子传送的数据量。
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公开(公告)号：US11172066B1
公开(公告)日：2021-11-09
申请号：US16906592
申请日：2020-06-19
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , G06Q40/08 , G06F21/62 , G06F21/84 , G06Q40/02 , G06F16/28 , H04M3/523
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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公开(公告)号：US10306065B1
公开(公告)日：2019-05-28
申请号：US16033903
申请日：2018-07-12
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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公开(公告)号：US10057427B1
公开(公告)日：2018-08-21
申请号：US15703242
申请日：2017-09-13
CPC分类号： H04M3/5183 , G06F16/285 , G06F21/6218 , G06F21/84 , G06Q40/02 , G06Q40/08 , H04M3/42068 , H04M3/5133 , H04M3/5166 , H04M3/5175 , H04M3/5233 , H04M3/58 , H04M7/0012 , H04M2201/40 , H04M2201/42 , H04M2203/256 , H04M2203/404 , H04M2203/558 , H04M2203/60 , H04M2203/6009 , H04M2203/6018
摘要： When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
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公开(公告)号：US20230274508A1
公开(公告)日：2023-08-31
申请号：US18143487
申请日：2023-05-04
CPC分类号： G06T19/006 , G06Q40/08 , G06T17/05
摘要： Methods and systems for populating overlays within a virtual environment. An example method includes obtaining a virtual reality model of an overall region; accessing a plurality of records associated with respective ones of a plurality of properties modeled in the virtual reality model, wherein each of the plurality of records represents a respective status of a respective insurance claim for the respective property, and wherein all of the insurance claims are related to a same damage-causing event for the overall region; generating a plurality of overlays for respective ones of the plurality of records, wherein each of the plurality of overlays depicts the status of the claim for the respective property; and causing the pluralities of overlays to be rendered in a virtual environment for the virtual reality model at substantially the same time.
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公开(公告)号：US10834260B1
公开(公告)日：2020-11-10
申请号：US16721141
申请日：2019-12-19
IPC分类号： H04M3/42 , H04M3/00 , H04M5/00 , H04M3/58 , H04M7/00 , H04M3/51 , G06F16/28 , G06Q40/08 , G06F21/62 , G06F21/84 , G06Q40/02 , H04M3/523
摘要： When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
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公开(公告)号：US10735587B1
公开(公告)日：2020-08-04
申请号：US16540608
申请日：2019-08-14
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , G06F21/84 , G06Q40/08 , G06Q40/02 , G06F21/62 , G06F16/28
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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公开(公告)号：US09924037B1
公开(公告)日：2018-03-20
申请号：US15635459
申请日：2017-06-28
CPC分类号： H04M3/58 , G06F17/30598 , G06F21/6218 , G06F21/84 , G06Q40/02 , G06Q40/08 , H04M3/42068 , H04M3/5133 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M7/0012 , H04M2201/40 , H04M2201/42 , H04M2203/256 , H04M2203/404 , H04M2203/558 , H04M2203/6009 , H04M2203/6018
摘要： Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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