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1.发明申请Method and System for Dynamic Tracking and Assignment of Agent Resources within a Contact Center 审中-公开联络中心内代理资源的动态跟踪和分配方法与系统公开(公告)号：US20090168991A1
公开(公告)日：2009-07-02
申请号：US11965617
申请日：2007-12-27
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A system for telephone campaigns includes a contact server for placing outbound contacts, a contact router for routing answered outbound contacts to available agents, and a statistical server for monitoring and serving current agent statistics ahead of each outbound contact or set of contacts initiated on behalf of two or more campaigns. The system is characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents assigned to more than one campaign are dynamically designated to serve only the outbound campaign associated with each contact at the time of contact initiation if determined available for the that campaign at the time of contact initiation, and a campaign group identifier is attached as contact data to each contact initiated.
摘要翻译： 用于电话活动的系统包括用于放置出站联系人的联系人服务器，用于将应答的出站联系人路由到可用代理的路由器，以及统计服务器，用于监视和服务当前代理统计数据，每个出站联系人或代表 两个或多个广告系列。 该系统的特征在于，联系服务器基于分配给活动的代理的可用性来发起用于活动的出站联系人，并且其中分配给多个活动的代理被动态地指定为仅在当时与每个联系人相关联的出站活动 的联系人启动，如果在联系人启动时确定可用于该广告系列，并且将活动组标识符作为联系人数据附加到每个启动的联系人。
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2.发明授权Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center 有权用于在代理桌面脚本应用程序和电信中心内的出站呼叫软件套件之间建立通信的方法和装置公开(公告)号：US06920441B2
公开(公告)日：2005-07-19
申请号：US09998767
申请日：2001-11-29
IPC分类号： H04M3/487 , H04L12/56 , H04L12/66 , H04L29/06 , H04M3/00 , H04M3/42 , H04M3/51 , H04M7/00 , H04M11/08 , G06N5/00
CPC分类号： H04L65/4007 , H04L29/06 , H04L29/06027 , H04L69/08 , H04M3/5158 , H04M3/5191 , H04M7/125
摘要： A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands. The gateway is characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.
摘要翻译： 动态数据交换（DDE）网关用于格式化和转发在通信中心内不同协议下运行的不同软件套件之间的命令，请求和数据，包括用于将不同协议的数据映射到一组共同数据主题的数据项 和数据命令，以及与DDE应用程序接口的一组软件控件，用于创建和维护共同的数据主题，数据项和数据命令集的控件。 该网关的特征在于，操作计算机化工作站的通信中心的代理调用启用DDE的脚本应用程序，该脚本应用程序包含一组数据主题，数据项和数据命令，该集合可映射到DDE数据主题的一组集合，数据 项目和数据命令，使得通过脚本应用程序的交互能够与具有一组数据主题，数据项和数据命令的CTI电话套件进行动态数据交换，该组数据主题，数据项和数据命令也可以映射到DDE数据主题，数据项， 和数据命令。
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3.发明授权System and methods for selecting a dialing strategy for placing an outbound call 有权用于选择拨出呼叫的拨号策略的系统和方法公开(公告)号：US08660258B2
公开(公告)日：2014-02-25
申请号：US12621790
申请日：2009-11-19
IPC分类号： H04M3/523
CPC分类号： H04M3/5158
摘要： A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
摘要翻译： 用于选择用于发出呼出呼叫的拨号策略的拨号策略确定引擎（DSDE）具有从机器可读介质在计算机化服务器上执行的确定软件，对存储的拨号策略的访问，联系人数据和规则集以及端口 用于从出站拨号器接收拨号策略的请求。 确定软件在接收到与联系人标识相关联的拨号策略的请求时，参考规则集和联系人数据，基于规则和数据选择拨号策略，并将所选择的策略返回到出站拨号器。
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4.发明申请System and Methods for Selecting a Dialing Strategy for Placing an Outbound Call 有权选择拨出呼叫的拨号策略的系统和方法公开(公告)号：US20110116618A1
公开(公告)日：2011-05-19
申请号：US12621790
申请日：2009-11-19
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.
摘要翻译： 用于选择用于发出呼出呼叫的拨号策略的拨号策略确定引擎（DSDE）具有从机器可读介质在计算机化服务器上执行的确定软件，对存储的拨号策略的访问，联系人数据和规则集以及端口 用于从出站拨号器接收拨号策略的请求。 确定软件在接收到与联系人标识相关联的拨号策略的请求时，参考规则集和联系人数据，基于规则和数据选择拨号策略，并将所选择的策略返回到出站拨号器。
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