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：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：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：US10671600B1

公开(公告)日：2020-06-02

申请号：US11864189

申请日：2007-09-28

申请人： David Charles Bengtson ,  Andrew J. Cammer ,  Andrew D. Flockhart ,  Eugene Mathews ,  Christopher Moss ,  Douglas W. Swartz ,  John Z. Taylor

发明人： David Charles Bengtson ,  Andrew J. Cammer ,  Andrew D. Flockhart ,  Eugene Mathews ,  Christopher Moss ,  Douglas W. Swartz ,  John Z. Taylor

IPC分类号： G06F7/00 ,  G06F17/30 ,  G06F16/24

摘要： The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

公开(公告)号：US06563920B1

公开(公告)日：2003-05-13

申请号：US09461904

申请日：1999-12-15

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  H04M3/5191 ,  H04M3/5234 ,  H04M3/5238 ,  H04M2203/402

摘要： A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. The rest period determined for one or more of the agents can be used to implement features such as many-to-many work assignment, just-in-time (JIT) delivery of work, next opportunity for service (NOS) indicators, thereby facilitating the processing of communications in the call center.

摘要翻译： 呼叫中心被配置为至少部分地基于诸如呼叫中心服务状态和代理占用之类的因素来确定一个或多个代理的可变休息期。 呼叫中心服务状态可以包括与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联的多个指定服务状态。 一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。 为一个或多个代理确定的休息时间可用于实现诸如多对多工作分配，即时（JIT）工作交付，下一个服务机会（NOS）指标等功能，从而方便 在呼叫中心处理通信。

公开(公告)号：US08577015B2

公开(公告)日：2013-11-05

申请号：US11229265

申请日：2005-09-16

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

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

IPC分类号： H04M3/00

CPC分类号： H04M3/5233 ,  H04M2203/402

摘要： In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.

摘要翻译： 在一个实施例中，提供联络中心，其包括：（a）工作项队列208,250，其包括与企业的至少第一和第二内部端点相关联的企业内部联系人; 以及（b）选择器，其可操作以选择并将工作项目分配给代理。 选择工作项时，选择器同时考虑客户联系人和企业内部联系人。 例如，企业内部的联系人可以是培训通知。

公开(公告)号：US06732188B1

公开(公告)日：2004-05-04

申请号：US09461903

申请日：1999-12-15

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： G06F1516

CPC分类号： H04M7/003 ,  H04M3/42059 ,  H04M3/5191 ,  H04M3/5235 ,  H04M2203/2066 ,  H04M2203/551

摘要： A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.

摘要翻译： 呼叫中心或其他处理系统通过计算机网络接收进入的通信，确定始发者的网络源地址的至少一部分，并利用来自源地址的信息为通信选择特定类型的治疗。 计算机网络可以是因特网协议（IP）网络，并且网络源地址可以是IP源地址。 通信可以是从始发者通过因特网传送到呼叫中心的服务请求。 可以处理源地址以确定例如对应于发起者的特定个人，或公司名称，公司规模，因特网服务提供商，地理区域或与发起者相关联的其他特征。 然后，该信息用于确定如何处理通信，例如，在指定时间内提供服务，由具有特定技能的代理处理的等等。源地址还可以用于控制即时代理支持图标的后续激活 通过网页呈现。 有利地，本发明允许通过允许呼叫中心为这种通信提供适当的客户处理来更有效地处理通过因特网接收的通信。