公开(公告)号：US5633924A

公开(公告)日：1997-05-27

申请号：US570138

申请日：1995-12-11

申请人： Steven T. Kaish ,  Eugene P. Mathews ,  Nigel G. Matson ,  Carlos A. Perea ,  George J. Ryva ,  James B. Shepard ,  Smita P. Sheth ,  Robert J. Thornberry, Jr.

发明人： Steven T. Kaish ,  Eugene P. Mathews ,  Nigel G. Matson ,  Carlos A. Perea ,  George J. Ryva ,  James B. Shepard ,  Smita P. Sheth ,  Robert J. Thornberry, Jr.

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/545 ,  H04Q3/58 ,  H04Q3/64 ,  H04Q3/66

CPC分类号： H04Q3/665 ,  H04M3/5237 ,  H04Q3/0029 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13345 ,  H04Q2213/13385 ,  H04Q2213/13516

摘要： A plurality of telecommunication switches are coupled to agent communication terminals (ACTs) which are used by agents for handling incoming calls. An integrated control system is coupled to the ACTs and controls the distribution of incoming calls among the ACTs. An intelligent node in the system can access an agent queue that stores data indicating availability of ACTs to handle the call and a call queue which stores data concerning calls waiting for ACD service. A database stores processing instructions for the handling of incoming calls based on data contained in the agent and call queues, and subscriber specified instructions.

摘要翻译： 多个电信交换机耦合到代理通信终端（ACT），代理人用于处理来电。 集成控制系统耦合到ACT，并控制ACT中的来电分配。 系统中的智能节点可以访问存储指示ACT可用性以处理呼叫的数据的代理队列，以及存储关于呼叫等待ACD服务的数据的呼叫队列。 数据库基于代理和呼叫队列中包含的数据以及用户指定的指令来存储用于处理来话呼叫的处理指令。

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：US06661889B1

公开(公告)日：2003-12-09

申请号：US09484099

申请日：2000-01-18

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

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

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  H04M3/5232 ,  H04M3/5238

摘要： A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objective, skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.

摘要翻译： 多变量工作分配过程用于将呼叫中心中的代理人的工作项目（如语音呼叫，电子邮件和其他通信或任务）分配给代理。 多变量工作分配过程确定表征工作项目的特定变量的值是否落在指定范围内，如果是，则利用至少一个附加变量进行工作分配决定。 在进行工作分配决定时，工作分配过程还可以或者替代地考虑多个变量的加权组合。 可以在多变量分配过程中使用的变量的示例包括当前等待时间，服务目标，技能偏好，技能水平，预期等待时间，预测等待时间等。本发明可以以一对多 工作分配过程，其选择可用于处理特定工作项的一组代理之一，在多对一工作分配过程中，所述多个工作分配过程选择一组工作项中的一个，以供特定可用代理处理，或者在多个 多个工作分配过程，其中多个代理被同时考虑用于处理多个工作项。

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：US06366666B2

公开(公告)日：2002-04-02

申请号：US09212993

申请日：1998-12-16

申请人： David C. Bengtson ,  James E. Ertel ,  Robin H. Foster ,  Eugene P. Mathews

发明人： David C. Bengtson ,  James E. Ertel ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523

摘要： A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.

摘要翻译： 控制呼叫中心中的呼叫选择过程以确保实现一个或多个基于间隔的性能度量的目标值。 在说明性实施例中，呼叫中心中的存储器用于存储关于一个或多个基于间隔的性能度量的合同目标值的信息，例如，应答度量的平均速度或服务水平度量的百分比。 至少部分地基于在间隔期间实际获得的度量的值与相应的存储的目标值的比较，在给定的性能间隔内调整呼叫选择过程。 例如，如果对于给定的一个点实际实现的度量的值将不允许在该间隔内实现目标值，则可以在间隔中的一个或多个指定点处调整呼叫选择过程的服务目标。

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：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：US06356632B1

公开(公告)日：2002-03-12

申请号：US09224043

申请日：1998-12-31

申请人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

发明人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/5233

摘要： A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedule information is stored for at least one of the call center agents, and a communication is selected for delivery to the agent based at least in part on the stored schedule information for that agent. For example, a call selection process in the call center may be modified for a designated period of time before a scheduled break of a given agent such that the call selected for delivery to that agent is likely to be completed in the time remaining until the scheduled break. As another example, an agent selection process in the call center may be modified for a designated period of time before a scheduled break such that the agent selected to process a given call is one likely to complete the call in the time remaining until the scheduled break. The designated time period may vary depending on factors such as the type of scheduled event, or the type of agent. As another example, the modified selection process may run continuously, such that the stored agent schedule information is always active as a consideration in call selection and agent selection. The call center may be configured to select a call or other communication without reference to the stored agent schedule information under specified conditions, such as, for example, a staffing shortfall or an unusually heavy call volume.

摘要翻译： 配置呼叫中心，使得呼叫选择和/或代理选择过程可以至少部分地基于关于代理程序的所存储的信息，例如计划的休息时间，训练会话，班次结束或代理的其他事件。 在说明性实施例中，针对呼叫中心代理中的至少一个存储时间表信息，并且至少部分地基于所述代理的所存储的时间表信息选择用于传送到代理的通信。 例如，呼叫中心内的呼叫选择过程可以在给定代理的计划中断之前指定的时间段被修改，使得选择用于传送给该代理的呼叫可能在直到预定的时间内完成 打破。 作为另一示例，呼叫中心中的代理选择处理可以在调度中断之前指定的时间段被修改，使得被选择处理给定呼叫的代理是可能在剩余时间内完成呼叫直到预定中断 。 指定的时间段可以根据诸如预定事件的类型或代理的类型等因素而变化。 作为另一示例，修改的选择过程可以连续运行，使得存储的代理调度信息总是作为呼叫选择和代理选择中的考虑因素而活动。 呼叫中心可以被配置为在指定的条件下（例如，人员配备不足或异常繁重的呼叫量）参考存储的代理进度信息来选择呼叫或其他通信。

公开(公告)号：US06353667B1

公开(公告)日：2002-03-05

申请号：US09141273

申请日：1998-08-27

申请人： Robin H. Foster ,  Eugene P. Mathews

发明人： Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523

摘要： A minimum interruption cycle time is established for a reserve agent in a call center. The reserve agent may be an exclusively reserve agent which processes only calls requiring reserve skills. In an illustrative embodiment, after the reserve agent completes the processing of a call, a cycle timer is started for that agent. The delivery of additional calls to the reserve agent is then suspended until the value of the cycle timer is greater than or equal to the established minimum interruption cycle time for that agent. The minimum interruption cycle time is selected so as to allow the reserve agent to complete a designated number of non-call tasks between the calls processed by the reserve agent. If there is a pool of reserve agents, one or more of the reserve agents may be temporarily converted to normal agent status for at least one particular skill that is causing excessive interruption of reserve agents, so as to maintain the minimum interruption cycle time for the remaining reserve agents in the presence of an increased call volume.

摘要翻译： 为呼叫中心的保留代理建立最小中断周期时间。 储备代理可以是仅处理需要备用技能的电话的专用储备代理。 在说明性实施例中，在保留代理完成呼叫处理之后，针对该代理开始周期计时器。 然后暂停对保留代理的额外呼叫的传递，直到循环定时器的值大于或等于该代理的已建立的最小中断周期时间为止。 选择最小中断周期时间，以便允许保留代理在由备用代理处理的呼叫之间完成指定数量的非呼叫任务。 如果有一个储备代理商池，一个或多个保留代理人可能被临时转换为导致储备代理人过多中断的至少一个特定技能的正常代理人状态，以保持最小中断周期时间 存在增加呼叫量的剩余储备代理。