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公开(公告)号：US07080321B2
公开(公告)日：2006-07-18
申请号：US09885717
申请日：2001-06-20
IPC分类号： G06F3/00
CPC分类号： G06F17/30899
摘要： The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed by a customer, and statistically established abandon points. When the invention determines a customer should be provided assistance, the invention reviews the availability and probability of availability of the customer service representatives (CSRs). If a CSR is available or predicted to be available, the customer is presented with a HELP option. If the customer does not respond to the HELP option within a predetermined time, the HELP option is removed. By dynamically determining the appropriate time to provide a HELP option and only providing the HELP option when a CSR is available, the invention proactively provides meaningful service at the critical time.
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2.发明授权Automated voice system for improving agent efficiency and improving service to parties on hold 失效自动语音系统，提高代理效率，改善对持有方的服务
公开(公告)号：US5309505A
公开(公告)日：1994-05-03
申请号：US703158
申请日：1991-05-20
CPC分类号： H04M3/5158 , H04M3/36 , H04M3/5166 , H04M3/523 , H04M2203/2061 , H04M2203/6018 , H04M3/4285 , H04M3/48 , H04M3/5231 , H04M3/5238
摘要： A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.
摘要翻译： 一种通过减少非生产性时间（例如暂停时间和总结语句的时间）来提高代理效率的方法和装置。 在代理已经连接到呼叫之后，代理可以确定呼叫的自动处理是适当的。 根据呼叫的状态，代理可以指定呼叫已基本完成或代理处于保持状态。 代理人可以说出关联方的名称，这将被记录。 然后，代理与呼叫断开连接，并且还可以重播播放名称的消息播放设备被激活。 如果连接方的响应表明代理人的注意力再次需要，则相同或不同的代理连接到该呼叫。 另外，保留一方提供了在代理人可用之前的时间和/或持有队列中的当事方数量的估计。
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公开(公告)号：US4689814A
公开(公告)日：1987-08-25
申请号：US868775
申请日：1986-05-29
摘要： A telephone switch (10) having a data port (DNS) and a vioice port (VPS) is connected to an electronic telephone (12) having a data port (DNT) and a voice port (VPT) through the preferred embodiment (19). A plurality of external devices (13a, 13b, . . . 13n) are also connected to the preferred embodiment (19). When no external device (13a, 13b, . . . 13n) is active, a relay (33) directly connects the voice port (VPS) of the telephone switch (10) to the voice port (VPT) of the electronic telephone (12). When an external device (13a, 13b, . . . 13n) is active, the relay (33) directly connects the voice port (VPS) of the telephone switch (10) to the voice port (V) of the external device (13a, 13b, . . . 13n) and also connects these voice ports (VPS, V) to the voice port (VPT) of the electronic telephone (12) through a resistor network (20, 21, 24, 26, 30) which passes operating power to the electronic telephone (12) but reduces or eliminates audio signals to/from the electronic telephone (12).
摘要翻译： 具有数据端口（DNS）和Vioice端口（VPS）的电话交换机（10）通过优选实施例（19）连接到具有数据端口（DNT）和语音端口（VPT）的电子电话（12） 。 多个外部设备（13a，13b，...，13n）也连接到优选实施例（19）。 当没有外部设备（13a，13b，... 13n）有效时，继电器（33）将电话交换机（10）的语音端口（VPS）直接连接到电子电话（12）的语音端口（VPT） ）。 当外部设备（13a，13b，... 13n）有效时，继电器（33）将电话交换机（10）的语音端口（VPS）直接连接到外部设备（13a）的语音端口（V） ，13b，... 13n），并且还通过电阻网络（20,21,24,26,30）将这些语音端口（VPS，V）连接到电子电话（12）的语音端口（VPT） 对电子电话（12）的工作电力，但减少或消除来自/来自电子电话（12）的音频信号。
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公开(公告)号：US5473615A
公开(公告)日：1995-12-05
申请号：US33650
申请日：1993-03-17
CPC分类号： G06F11/0763 , H03G3/342 , H04W88/02
摘要： A detector for determining the validity of a received code, such as a Digital Supervisory Audio Tone (DSAT) code. A received DSAT code is serially shifted into a shift register (10) which outputs the received DSAT code in parallel format to a set of 24 exclusive-OR gates (12). Another shift register (11) receives a valid code, such as a valid DSAT code. The register (11) outputs the valid DSAT code, and right circular shifted (rotated) versions of the valid DSAT code, to the gates (12). The comparison signal from the gates (12) is provided to another register (13) and a counter (16) which together count the number of mismatches between the received DSAT code and the reference DSAT codes. The output of the counter (16) is provided to a comparator (17) which compares the number of mismatches against the allowable number of mismatches. The output of the comparator (17) is a validity signal (7) which indicates whether the received DSAT code matches any of the reference DSAT codes. Either the received code or the reference code may be used to provide the rotated codes.
摘要翻译： 用于确定接收到的代码的有效性的检测器，例如数字监视音频（DSAT）代码。 接收的DSAT码被串行地移位到移位寄存器（10）中，该移位寄存器将并行格式的接收的DSAT码输出到一组24个异或门（12）。 另一个移位寄存器（11）接收有效的代码，例如有效的DSAT代码。 寄存器（11）将有效DSAT代码的有效DSAT代码和有效DSAT代码的右循环（旋转）版本输出到门（12）。 来自门（12）的比较信号被提供给另一个寄存器（13）和计数器（16），其一起对接收到的DSAT代码和参考DSAT代码之间的失配次数进行计数。 计数器（16）的输出被提供给比较器（17），比较器（17）将失配次数与允许的不匹配数相比较。 比较器（17）的输出是有效信号（7），其指示所接收的DSAT代码是否匹配任何参考DSAT代码。 可以使用接收的代码或参考代码来提供旋转的代码。
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公开(公告)号：US5070525A
公开(公告)日：1991-12-03
申请号：US478619
申请日：1990-02-12
CPC分类号： H04Q3/64 , H04M3/436 , H04M3/5158
摘要： Methods for avoiding a call blocking feature. In a first method a list is kept for the trunks previously used to call a particular telephone number. Each time that particular telephone number is called a different trunk, not on that list, is used to place the call. The list is cleared and restarted whenever all the trunks have been used. In a second method a list is kept for trunks for which a call blocking message has been received when an attempt was made to call that telephone number. Each time that particular telephone number is called a trunk which is not on that list is used to place the call. Only non-blocked trunks are used to call a telephone number.
摘要翻译： 避免呼叫阻止功能的方法。 在第一种方法中，为先前用于呼叫特定电话号码的中继线保留列表。 每次该特定电话号码被称为不同于该列表的中继线，则用于发出呼叫。 只要所有的中继线都被使用，该列表将被清除并重新启动。 在第二种方法中，当尝试呼叫该电话号码时，保存用于已经接收到呼叫阻塞消息的中继线的列表。 每次该特定电话号码被称为不在该列表上的中继线用于发出呼叫。 仅使用非阻塞的中继线来呼叫电话号码。
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公开(公告)号：US4922161A
公开(公告)日：1990-05-01
申请号：US332340
申请日：1989-03-31
IPC分类号： H02P3/14
CPC分类号： H02P3/14
摘要： An automatic braking and speed control for a device driven by an electric motor. A controller provides a pulsed output voltage having a pulse width dependent upon the load seen by the motor (16). When the drive pulses are present two diodes (52,54) and a transistor (66) serve to maintain a power transistor (56) in the off condition. When the controller is not providing drive pulses and the motor (16) is being turned by the momentum of the mechanical device or by some outside force, such as gravity, the motor (16) functions as a generator and turns on two transistors (56,67) so that two resistors (51a,51b) apply a load to the generator (16). This provides a braking action between the output pulses so that the net speed of the motor (16) and its associated mechanical device is more dependent upon the output pulses provided by the controller. A shunting diode (42), in conjunction with two resistors (51a,51c) provides a braking mechanism in the event that the motor (16 ) should begin turning in a direction reverse to that desired. A switch (64) allows reversing the polarity of the voltage provided to the motor (16) so that the motor (16) may be made to run in a clockwise or a counterclockwise direction, as desired. The result is an apparatus which can be easily retrofit onto existing systems so as to provide for automatic braking and improved speed control for a device driven by an electric motor.
摘要翻译： 由电动机驱动的设备的自动制动和速度控制。 控制器提供具有取决于由电动机（16）看到的负载的脉冲宽度的脉冲输出电压。 当存在驱动脉冲时，两个二极管（52,54）和晶体管（66）用于将功率晶体管（56）保持在关闭状态。 当控制器不提供驱动脉冲并且电动机（16）被机械装置的动量或某些外力（例如重力）转动时，电动机（16）用作发电机并接通两个晶体管（56 ，67），使得两个电阻器（51a，51b）向发电机（16）施加负载。 这提供了输出脉冲之间的制动作用，使得马达（16）及其相关联的机械装置的净速度更多地取决于由控制器提供的输出脉冲。 与两个电阻器（51a，51c）结合的分流二极管（42）在马达（16）应该开始沿与所需的方向相反的方向开始转动的情况下提供制动机构。 开关（64）允许反转提供给电动机（16）的电压的极性，使得电动机（16）可以根据需要沿顺时针或逆时针方向运行。 结果是可以容易地改装到现有系统上的装置，以便为由电动机驱动的装置提供自动制动和改进的速度控制。
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公开(公告)号：US07181492B2
公开(公告)日：2007-02-20
申请号：US09981317
申请日：2001-10-16
IPC分类号： G06F13/00
CPC分类号： H04L12/1827 , H04L29/06 , H04L67/02 , H04L67/1002 , H04L67/1034 , H04L67/1038 , H04L67/14 , H04L67/142 , H04L67/34 , H04L69/329 , H04L2029/06054
摘要： A customer is transferred from a first Internet chat session on a first server to a second Internet chat session on a second server without the customer having to take any action whatsoever. The second server may be the same server as the first server or may be different from the first server and may be physically located in another city, state, country, or continent. When the need arises to transfer a customer chat to another agent (who may be on another server) the agent requests a transfer and a list of available chat sessions is provided (300) to the agent. If the agent requests a transfer of the customer to one of those available chat sessions then a determination (310) is made as to whether the proposed transfer is permitted. If the transfer is permitted and initiated by the agent, the agent's computer sends all the transfer information as well as a transfer command to the customers browser. The command sent activates a mini-application residing on the customer's browser that seamlessly connects the customer to a new URL for a second chat session. Further, when the transfer is initiated, all or a portion of the information, including documentation, from the first chat session is simultaneously transferred to the second chat session.
摘要翻译： 客户从第一服务器上的第一互联网聊天会话转移到第二服务器上的第二互联网聊天会话，而客户不必采取任何动作。 第二服务器可以是与第一服务器相同的服务器，或者可以与第一服务器不同，并且可以在物理上位于另一个城市，州，国家或大陆。 当需要将客户聊天转移到另一个代理（谁可能在其他服务器上）时，代理请求传送，并向代理提供可用的聊天会话列表（300）。 如果代理请求将客户转移到那些可用聊天会话之一，则确定（310）是否允许所提出的传送。 如果代理商允许和启动传输，代理的计算机将所有传输信息以及传输命令发送给客户浏览器。 发送的命令激活了驻留在客户浏览器上的一个微型应用程序，可将客户无缝连接到一个新的URL进行第二个聊天会话。 此外，当发送传送时，来自第一聊天会话的信息（包括文档）的全部或一部分被同时传送到第二聊天会话。
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公开(公告)号：US4894857A
公开(公告)日：1990-01-16
申请号：US287008
申请日：1988-12-20
CPC分类号： H04M3/527 , H04M3/5158 , H04M3/5166 , H04Q3/62
摘要： A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16). The system controller (11) is transparent to the operation of the mainframe (16) and the operator terminals (12) and allows the system to be upgraded without the necessity of purchasing different software or programs for the mainframe (16). This invention is useful with both new and previously existing operator terminals (12). The system controller (11) monitors and handles both incoming and outgoing calls via the trunk interface units (10) and, when appropriate, causes the cross-point switch or PBX (13) to connect a selected trunk line (T) with an appropriate available operator terminal (12) and causes the customer account record to be displayed on the screen of the operator terminal.
摘要翻译： 一种用于改造和扩展或升级现有客户帐户服务系统以提供进入和离开呼叫的自动处理和处理的方法和装置。 大型计算机或主机（16）包含客户或潜在的客户帐户记录。 多个运营商终端（12）允许运营商与被叫或主叫方进行对话，并通过数据终端（12a4）对客户帐户信息进行改变。 系统控制器（11），中继线接口单元（10），操作员终端（12）和交叉点交换机或PBX（13）为现有系统（主机计算机）提供改进以提供自动处理和 处理来电和去电。 系统控制器（11）和终端（12）使用与现有系统和主机（16）的软件或程序已经使用的相同的命令和数据格式结构。 系统控制器（11）对于主机（16）和操作员终端（12）的操作是透明的，并且允许升级系统，而不需要为主机（16）购买不同的软件或程序。 本发明对于新的和先前存在的操作员终端（12）是有用的。 系统控制器（11）经由中继线接口单元（10）监视和处理来话和呼出呼叫，并且在适当时使得交叉点交换机或PBX（13）将所选择的中继线（T）与适当的 可用的操作员终端（12），并使客户帐户记录显示在操作员终端的屏幕上。
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