公开(公告)号：US06366668B1

公开(公告)日：2002-04-02

申请号：US09266283

申请日：1999-03-11

申请人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

发明人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

IPC分类号： H04M300

CPC分类号： H04M3/5237 ,  H04M3/42102 ,  H04M3/5232

摘要： The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a “post-route” routing architecture having the benefits of a “pre-route” routing architecture in a network ACD (FIG. 1). The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes (302) calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks (304) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services (314) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects (308) the call, whereupon the network, operating under influence of the ADR feature, releases (310) the connection of the call to the individual ACD system and reroutes (312) the call to the alternative destination ACD system.

摘要翻译： 电话交换系统（101）或等效物的备用目的地重定向（ADR）特征（102）被用于实现具有在网络ACD中的“前路由”路由体系结构的优点的“后路由”路由架构 图。1）。 ADR功能在单个ACD系统的网络（100）和每个ACD系统中的各个呼叫类型中被管理，以将另一个ACD系统识别为由个人ACD系统拒绝的各个呼叫类型的呼叫的替代目的地。 在不需要网络知道各个ACD系统的状态的基础上（例如，固定百分比，循环），网络向多个ACD系统（110-112）分发（302）呼叫。 一旦个人类型的呼叫被传送到其中，个人ACD系统就检查（304）ACD系统的状态，该ACD系统作为其被拒绝的个人呼叫的替代目的地被管理。 如果它确定可以提供更好的服务，个人ACD系统服务（314）呼叫。 如果确定替代目的地ACD系统可以提供更好的服务，则个人ACD系统拒绝（308）呼叫，于是在ADR功能的影响下运行的网络释放（310）呼叫到个体的连接 ACD系统并重新路由（312）到另一个目的地ACD系统的呼叫。

公开(公告)号：US08054964B2

公开(公告)日：2011-11-08

申请号：US12433438

申请日：2009-04-30

申请人： Andrew D. Flockhart ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew D. Flockhart ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  G10L17/26 ,  H04M3/436 ,  H04M2203/2011

摘要： The system and method establish a communication with a first party. A first emotion is detected during a first step during the communication. Steps in the communication can include: establishing a call, waiting in a queue, talking with an agent, communicating with an IVR system, and the like. A second emotion is detected at a different step in the communication. Alternatively, the first and second emotions are detected in two different but related communications. The detection of the first and/or second emotion determines how to process the communication. Examples of processing a communication can include routing the communication differently, selecting a different script for an agent, selecting a different agent, and the like. In addition, the communication can also be processed differently based on other additional parameters.

摘要翻译： 系统和方法与第一方建立通信。 在通信期间的第一步骤期间检测到第一情绪。 通信中的步骤可以包括：建立呼叫，等待队列，与代理交谈，与IVR系统通信等。 在通信中的不同步骤中检测到第二情绪。 或者，第一和第二情绪在两个不同但相关的通信中被检测。 第一和/或第二情绪的检测决定了如何处理通信。 处理通信的示例可以包括不同地路由通信，为代理选择不同的脚本，选择不同的代理等。 此外，还可以基于其他附加参数对通信进行不同的处理。

公开(公告)号：US07787609B1

公开(公告)日：2010-08-31

申请号：US11245724

申请日：2005-10-06

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/42374

摘要： The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

摘要翻译： 本发明涉及使用存在信息将工作项目引导到专家的联络中心。 更具体地，提供了一种系统，其包括允许作为除客户服务代理之外的个人的主题专家以至少三种不同模式来协助来话呼叫的功能：辅助模式，截取模式和溢出模式 。 因此，客户服务效率和客户满意度得到提高。 此外，预期主题专家可以选择性地接受或拒绝协助请求。

公开(公告)号：US06820260B1

公开(公告)日：2004-11-16

申请号：US09776937

申请日：1999-06-17

申请人： Andrew D. Flockhart ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew D. Flockhart ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： G06F944

CPC分类号： H04L29/06027 ,  H04L65/1083 ,  H04L65/4007 ,  H04L67/34 ,  H04M3/4285 ,  H04M3/493 ,  H04M2203/053 ,  H04M2203/2011

摘要： When a call to a call center is enqueued to await an agent or placed on hold by an agent, an applet customized to satisfy an in-queue experience selected by the caller is downloaded to and executed on the caller's terminal. The applet presents information to the caller, and may also interact with the caller by, for example, gathering information from the caller. The time needed for execution of the selected applet is within a wait time negotiated with the caller. Preferably, the caller is identified (e.g., via the caller's address or identifier), and the applet is further customized for that caller's preferences, e.g., based on previously-gathered and stored information about that caller. When the agent is about ready to take the call, the caller is alerted. When an agent dequeues the call or takes the call off hold, connection of the agent with the client is (re)established.

摘要翻译： 当对呼叫中心的呼叫排队等待代理或被代理人搁置时，定制以满足由呼叫者选择的队列内体验的小应用程序被下载到呼叫者的终端并在呼叫者的终端上执行。 小应用程序向呼叫者提供信息，并且还可以通过例如从呼叫者收集信息来与呼叫者交互。 执行所选小程序所需的时间在与呼叫者协商的等待时间内。 优选地，呼叫者被识别（例如，经由呼叫者的地址或标识符），并且小程序例如基于先前收集和存储的关于该呼叫者的信息，针对该呼叫者的偏好进一步定制。 当代理人准备好接听电话时，呼叫者将被提醒。 当代理人将呼叫队列出队或将呼叫暂停时，代理与客户端的连接（重新）建立。

公开(公告)号：US06741699B1

公开(公告)日：2004-05-25

申请号：US09669257

申请日：2000-09-25

申请人： Andrew D. Flockhart ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M7/003 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5238

摘要： The present invention provides a method and system for controlling call volume into a call center. The method and system provides the contacting entity with a file of information for viewing that encourages or discourages continuance of the contact or initiation of another contact with the call center. This is accomplished by adding or omitting features from the file such as contact buttons or icons, messages, and the like. The architecture determines which type of file to provide a contacting entity based on such factors as the staffing level of the call center, the busyness of the call center, the value of the contact and/or contacting entity, and the like.

摘要翻译： 本发明提供一种用于控制呼叫中心呼叫量的方法和系统。 该方法和系统向联系实体提供用于观看的信息文件，其鼓励或阻止与呼叫中心的联系或启动另一联系人的连续性。 这是通过添加或省略文件中的功能来实现的，例如联系人按钮或图标，消息等。 该架构基于诸如呼叫中心的人员配置，呼叫中心的忙碌，联系人和/或联系实体的价值等因素来确定提供接触实体的哪种类型的文件。

公开(公告)号：US06173053B2

公开(公告)日：2001-01-09

申请号：US09057842

申请日：1998-04-09

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04Q364

CPC分类号： H04M3/5233

摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出 收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据 对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。 当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

公开(公告)号：US5828747A

公开(公告)日：1998-10-27

申请号：US790143

申请日：1997-01-28

申请人： Thomas S. Fisher ,  Andrew D. Flockhart ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Edward L. Smelko

发明人： Thomas S. Fisher ,  Andrew D. Flockhart ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Edward L. Smelko

IPC分类号： H04M3/523 ,  H04M5/06

CPC分类号： H04M3/5233 ,  H04M3/5234

摘要： A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has handled within a predetermined time interval, or determining (305) how much time of a predetermined time interval the agent has spent on handling of calls. The occupancy is periodically re-determined, and a next call is allocated to the presently least-occupied one of agents who are available to take the call, or to an agent to whose occupancy the allocation will be most beneficial, such as an available agent to whom allocation of the call will maximize convergence of actual and target occupancies. A queue (135) of agents available is ordered in the inverse order of the agent's occupancies, and a newly-available agent is slotted (inserted) (306) into the queue in a position (202) that ensures the continued inverse ordering of the agent queue. The occupancies of agents are then re-determined (308) and the agents are re-enqueued (310) accordingly.

摘要翻译： ACD系统（101）的呼叫分配功能（150）通过基于代理人的个人占用的分配来提高对代理（106-108）的呼叫分配的权益。 说明性地，确定代理的占用涉及在预定时间间隔内确定（304）代理已经处理了多少呼叫，或者确定（305）代理在处理呼叫上花了多少时间间隔。 周期性重新确定占用率，并且下一个呼叫被分配给可用于接听呼叫的当前最不占用的代理人，或分配给其最有利的代理人，例如可用的代理 呼叫的分配将最大化实际和目标占用的收敛。 可用的代理的队列（135）以代理人的占用的相反顺序排序，并且新的可用代理在（202）中被插入（插入）（306）到队列中，以确保持续反向排序 代理队列。 然后重新确定代理人的占用（308），并且相应地将代理重新排队（310）。

公开(公告)号：US06999579B2

公开(公告)日：2006-02-14

申请号：US10158369

申请日：2002-05-29

申请人： Andrew D. Flockhart ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Eugene P. Mathews

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M7/00

CPC分类号： H04M3/5237 ,  H04M3/5166

摘要： The present invention relates to the operation of interconnected switches or call centers. In particular, the present invention allows communication bandwidth to be conserved, by providing audible feedback from a switch that is relatively local to a caller, even though a call center that is remote to the caller has accepted responsibility for routing the call to an agent. In addition, the present invention simplifies the administration of audible feedback by allowing such feedback to be provided from a centralized or common location. The present invention allows for the reliable operation of call center arrangements, without requiring that communication channels interconnecting switches or call centers that are grossly oversized in proportion to the data required to be carried in association with conversations between callers and agents. In addition, the present invention allows for call center processing features to be fully functional on a receiving switch, while audible feedback is provided to a caller on hold from a sending switch.

公开(公告)号：US06678371B1

公开(公告)日：2004-01-13

申请号：US09504139

申请日：2000-02-15

申请人： Andrew D. Flockhart ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/5237 ,  H04M3/5234 ,  H04Q3/0016 ,  H04Q2213/13072 ,  H04Q2213/13104 ,  H04Q2213/13107 ,  H04Q2213/13141 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/13342 ,  H04Q2213/13353

摘要： An entity of a private communications network (24, 26, 28), such as a controller (70) of an ACD system (24), controls the operation of a network router (30) of a public communications network (12, 14, 16), thereby eliminating the need in a network-routing system to send sensitive event or status information of the private network to the network router. The entity collects and processes locally the status information about the private network, and whenever it detects (704) that the workload balance in the private network needs readjusting, it sends (710) a new routing sequence message to the network router. These messages specify the routing scheme to the network router. A routing sequence message contains a pair (404, 406) of routing sequences. Each is an ordered sequence of destination route points (408). The first establishes a load balance and the second maintains the load balance. The first is executed by the network router once upon receipt, and the second is executed repeatedly in a cycle until a new routing sequence message is received.

摘要翻译： 私有通信网络（24,26,28）的实体，诸如ACD系统（24）的控制器（70），控制公共通信网络（12,14）的网络路由器（30）的操作， 16），从而消除了网络路由系统向网络路由器发送私有网络的敏感事件或状态信息的需要。 实体在本地收集和处理有关私有网络的状态信息，并且只要检测到（704）专用网络中的工作负载平衡需要重新调整，就向网络路由器发送（710）新的路由序列消息。 这些消息指定到网络路由器的路由方案。 路由序列消息包含一对路由序列（404,406）。 每个是目的地路由点的有序序列（408）。 第一个建立负载平衡，第二个维持负载平衡。 第一个由网络路由器在接收到一次时执行，第二个在一个周期内重复执行，直到接收到新的路由序列消息。

公开(公告)号：US06694009B1

公开(公告)日：2004-02-17

申请号：US09333215

申请日：1999-06-15

申请人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523 ,  H04M3/5233 ,  H04M3/5238

摘要： To improve the prediction of wait times of calls (23) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers (10) or splits/skills (21), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained (200). This information is applied to historical information about previously-processed calls to estimate (202) how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents (25) who are processing those calls become available to handle the waiting calls. The estimated times are then used (210) as the predicted wait times of that plurality of the waiting calls. The technique is applicable to workflow management in general.

摘要翻译： 为了改进等待处理的呼叫等待时间的预测（23），或者改进在低容量呼叫中心（10）或分组/技能（21）中正在处理的呼叫的完成时间的预测， 在处理当前处理的每个呼叫期间，手动或自动创建附加数据点，以用于实现等待呼叫的等待时间估计。 在多个呼叫中的每一个的处理中的多个点中的每个点处，获得与呼叫处理完成可能采取多长时间相关的呼叫的信息（200）。 该信息被应用于关于先前处理的呼叫的历史信息以进行估计（202）可能需要多长时间完成这些呼叫的处理，即在处理这些呼叫的代理（25）之前将需要多长时间 呼叫可用于处理等待呼叫。 然后使用估计时间（210）作为多个等待呼叫的预测等待时间。 该技术一般适用于工作流管理。