-
公开(公告)号：US20060098583A1
公开(公告)日：2006-05-11
申请号：US11240608
申请日：2005-09-30
申请人： Thomas Baker , Susan Chaffee , Yuchien Chen , Charles Gruber , Howard Fishman
发明人： Thomas Baker , Susan Chaffee , Yuchien Chen , Charles Gruber , Howard Fishman
CPC分类号： H04L63/02 , G06F11/0709 , G06F11/0757 , G06F11/0769 , G06F11/0775 , G06F11/0781 , G06F11/0784 , G06F11/202 , G06F11/32 , G06F11/324 , G06F11/327 , G06F11/328 , G06F11/3495 , G06F17/30893 , G06F21/00 , G06F21/41 , G06F21/552 , G06F2201/81 , G06F2201/86 , G06F2201/875 , G06F2221/2137 , G06F2221/2149 , G06Q10/10 , G06Q10/107 , G06Q20/102 , G06Q20/382 , G06Q30/02 , G06Q30/06 , G06Q30/0601 , G06Q30/0609 , G06Q30/0635 , G06Q99/00 , H04L12/14 , H04L12/1428 , H04L29/06027 , H04L41/0213 , H04L41/0233 , H04L41/024 , H04L41/0253 , H04L41/06 , H04L41/0681 , H04L41/08 , H04L41/0803 , H04L41/0879 , H04L41/142 , H04L41/18 , H04L41/22 , H04L41/28 , H04L41/5009 , H04L41/5022 , H04L41/5029 , H04L41/5032 , H04L41/5035 , H04L41/5061 , H04L41/5064 , H04L41/5067 , H04L41/5074 , H04L41/5083 , H04L41/5096 , H04L43/00 , H04L43/024 , H04L43/045 , H04L43/06 , H04L43/062 , H04L43/065 , H04L43/067 , H04L43/0805 , H04L43/0811 , H04L43/0817 , H04L43/0829 , H04L43/0847 , H04L43/0852 , H04L43/0876 , H04L43/0888 , H04L43/0894 , H04L43/10 , H04L43/106 , H04L43/16 , H04L51/00 , H04L63/0209 , H04L63/0218 , H04L63/0236 , H04L63/0272 , H04L63/0281 , H04L63/0428 , H04L63/0442 , H04L63/0464 , H04L63/08 , H04L63/0807 , H04L63/0815 , H04L63/0823 , H04L63/083 , H04L63/162 , H04L63/166 , H04L63/168 , H04L63/18 , H04L65/4007 , H04L65/80 , H04M3/5175 , H04M3/5191 , H04M15/00 , H04M15/41 , H04M15/43 , H04M15/44 , H04M15/49 , H04M15/51 , H04M15/58 , H04M15/705 , H04M15/721 , H04M15/745 , H04M15/80 , H04M15/8044 , H04M15/83 , H04M15/8351 , H04M15/84 , H04M2215/0104 , H04M2215/0108 , H04M2215/0152 , H04M2215/0164 , H04M2215/0168 , H04M2215/0176 , H04M2215/018 , H04M2215/0188 , H04M2215/42 , H04M2215/46 , H04M2215/54 , H04M2215/7009 , H04M2215/7045 , H04M2215/745 , H04M2215/81 , H04M2215/8108 , H04M2215/8129 , H04M2215/82 , Y10S379/90 , Y10S707/99931 , Y10S707/99937 , Y10S707/99938 , Y10S707/99939 , Y10S707/99944 , Y10S715/969
摘要： A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
-
公开(公告)号：US06956845B2
公开(公告)日：2005-10-18
申请号：US09945589
申请日：2001-09-04
IPC分类号： G06F15/16 , G06F1/00 , G06F3/14 , G06F9/54 , G06F11/00 , G06F11/07 , G06F11/20 , G06F11/32 , G06F11/34 , G06F13/00 , G06F15/00 , G06F17/30 , G06F21/00 , G06Q10/10 , G06Q20/10 , G06Q20/38 , G06Q30/02 , G06Q30/06 , G06Q99/00 , H04L9/00 , H04L12/14 , H04L12/24 , H04L12/26 , H04L12/46 , H04L12/58 , H04L29/06 , H04L29/08 , H04M15/00 , H04L12/66
CPC分类号： H04L63/02 , G06F11/0709 , G06F11/0757 , G06F11/0769 , G06F11/0775 , G06F11/0781 , G06F11/0784 , G06F11/202 , G06F11/32 , G06F11/324 , G06F11/327 , G06F11/328 , G06F11/3495 , G06F17/30893 , G06F21/00 , G06F21/41 , G06F21/552 , G06F2201/81 , G06F2201/86 , G06F2201/875 , G06F2221/2137 , G06F2221/2149 , G06Q10/10 , G06Q10/107 , G06Q20/102 , G06Q20/382 , G06Q30/02 , G06Q30/06 , G06Q30/0601 , G06Q30/0609 , G06Q30/0635 , G06Q99/00 , H04L12/14 , H04L12/1428 , H04L29/06027 , H04L41/0213 , H04L41/0233 , H04L41/024 , H04L41/0253 , H04L41/06 , H04L41/0681 , H04L41/08 , H04L41/0803 , H04L41/0879 , H04L41/142 , H04L41/18 , H04L41/22 , H04L41/28 , H04L41/5009 , H04L41/5022 , H04L41/5029 , H04L41/5032 , H04L41/5035 , H04L41/5061 , H04L41/5064 , H04L41/5067 , H04L41/5074 , H04L41/5083 , H04L41/5096 , H04L43/00 , H04L43/024 , H04L43/045 , H04L43/06 , H04L43/062 , H04L43/065 , H04L43/067 , H04L43/0805 , H04L43/0811 , H04L43/0817 , H04L43/0829 , H04L43/0847 , H04L43/0852 , H04L43/0876 , H04L43/0888 , H04L43/0894 , H04L43/10 , H04L43/106 , H04L43/16 , H04L51/00 , H04L63/0209 , H04L63/0218 , H04L63/0236 , H04L63/0272 , H04L63/0281 , H04L63/0428 , H04L63/0442 , H04L63/0464 , H04L63/08 , H04L63/0807 , H04L63/0815 , H04L63/0823 , H04L63/083 , H04L63/162 , H04L63/166 , H04L63/168 , H04L63/18 , H04L65/4007 , H04L65/80 , H04M3/5175 , H04M3/5191 , H04M15/00 , H04M15/41 , H04M15/43 , H04M15/44 , H04M15/49 , H04M15/51 , H04M15/58 , H04M15/705 , H04M15/721 , H04M15/745 , H04M15/80 , H04M15/8044 , H04M15/83 , H04M15/8351 , H04M15/84 , H04M2215/0104 , H04M2215/0108 , H04M2215/0152 , H04M2215/0164 , H04M2215/0168 , H04M2215/0176 , H04M2215/018 , H04M2215/0188 , H04M2215/42 , H04M2215/46 , H04M2215/54 , H04M2215/7009 , H04M2215/7045 , H04M2215/745 , H04M2215/81 , H04M2215/8108 , H04M2215/8129 , H04M2215/82 , Y10S379/90 , Y10S707/99931 , Y10S707/99937 , Y10S707/99938 , Y10S707/99939 , Y10S707/99944 , Y10S715/969
摘要： A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
摘要翻译： 基于Web的呼叫路由管理工作站应用程序，允许授权客户控制免费路由和监控呼叫中心状态。 包括位于防火墙非军事区（DMZ）中的一个或多个Web服务器的架构作为客户站点的客户工作站和提供呼叫路由管理服务的企业后端应用程序之间的通信介质，提供访问企业的安全基础设施 通过其他不安全的公共互联网应用。 本发明能够通过具有因特网访问的工作站和支持的Web浏览器的客户来创建和管理来电呼叫路由规则。 可以通过启用Web的工作站使用在仿真环境下运行路由规则的调试器/测试器来测试和/或调试自定义规则。 此外，客户可以为其业务提供层次结构; 创建，修改或删除代理池; 操纵能力表; 并通过启用Web的工作站在客户站点定义配额方案，价值表和计划表。 本发明还使客户能够基于路由规则查看呼叫中心ACD统计数据和挂起计数的近实时显示，以及运行提供和统计数据的提供和统计报告，并提取数据进行进一步分析 。 此外，本发明在图形用户界面上支持外语和品牌特征。 提供了一种基础设施，其能够从具有网络浏览器并位于世界任何地方的任何计算机工作站向客户安全地启动，获取和呈现呼叫管理器功能。
-
公开(公告)号：US06611498B1
公开(公告)日：2003-08-26
申请号：US09159506
申请日：1998-09-24
IPC分类号： G01R3108
CPC分类号： H04L63/02 , G06F11/0709 , G06F11/0757 , G06F11/0769 , G06F11/0775 , G06F11/0781 , G06F11/0784 , G06F11/202 , G06F11/32 , G06F11/324 , G06F11/327 , G06F11/328 , G06F11/3495 , G06F17/30893 , G06F21/00 , G06F21/41 , G06F21/552 , G06F2201/81 , G06F2201/86 , G06F2201/875 , G06F2221/2137 , G06F2221/2149 , G06Q10/10 , G06Q10/107 , G06Q20/102 , G06Q20/382 , G06Q30/02 , G06Q30/06 , G06Q30/0601 , G06Q30/0609 , G06Q30/0635 , G06Q99/00 , H04L12/14 , H04L12/1428 , H04L29/06027 , H04L41/0213 , H04L41/0233 , H04L41/024 , H04L41/0253 , H04L41/06 , H04L41/0681 , H04L41/08 , H04L41/0803 , H04L41/0879 , H04L41/142 , H04L41/18 , H04L41/22 , H04L41/28 , H04L41/5009 , H04L41/5022 , H04L41/5029 , H04L41/5032 , H04L41/5035 , H04L41/5061 , H04L41/5064 , H04L41/5067 , H04L41/5074 , H04L41/5083 , H04L41/5096 , H04L43/00 , H04L43/024 , H04L43/045 , H04L43/06 , H04L43/062 , H04L43/065 , H04L43/067 , H04L43/0805 , H04L43/0811 , H04L43/0817 , H04L43/0829 , H04L43/0847 , H04L43/0852 , H04L43/0876 , H04L43/0888 , H04L43/0894 , H04L43/10 , H04L43/106 , H04L43/16 , H04L51/00 , H04L63/0209 , H04L63/0218 , H04L63/0236 , H04L63/0272 , H04L63/0281 , H04L63/0428 , H04L63/0442 , H04L63/0464 , H04L63/08 , H04L63/0807 , H04L63/0815 , H04L63/0823 , H04L63/083 , H04L63/162 , H04L63/166 , H04L63/168 , H04L63/18 , H04L65/4007 , H04L65/80 , H04M3/5175 , H04M3/5191 , H04M15/00 , H04M15/41 , H04M15/43 , H04M15/44 , H04M15/49 , H04M15/51 , H04M15/58 , H04M15/705 , H04M15/721 , H04M15/745 , H04M15/80 , H04M15/8044 , H04M15/83 , H04M15/8351 , H04M15/84 , H04M2215/0104 , H04M2215/0108 , H04M2215/0152 , H04M2215/0164 , H04M2215/0168 , H04M2215/0176 , H04M2215/018 , H04M2215/0188 , H04M2215/42 , H04M2215/46 , H04M2215/54 , H04M2215/7009 , H04M2215/7045 , H04M2215/745 , H04M2215/81 , H04M2215/8108 , H04M2215/8129 , H04M2215/82 , Y10S379/90 , Y10S707/99931 , Y10S707/99937 , Y10S707/99938 , Y10S707/99939 , Y10S707/99944 , Y10S715/969
摘要： A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
-
公开(公告)号：US07236486B2
公开(公告)日：2007-06-26
申请号：US11240608
申请日：2005-09-30
IPC分类号： H04J1/16
CPC分类号： H04L63/02 , G06F11/0709 , G06F11/0757 , G06F11/0769 , G06F11/0775 , G06F11/0781 , G06F11/0784 , G06F11/202 , G06F11/32 , G06F11/324 , G06F11/327 , G06F11/328 , G06F11/3495 , G06F17/30893 , G06F21/00 , G06F21/41 , G06F21/552 , G06F2201/81 , G06F2201/86 , G06F2201/875 , G06F2221/2137 , G06F2221/2149 , G06Q10/10 , G06Q10/107 , G06Q20/102 , G06Q20/382 , G06Q30/02 , G06Q30/06 , G06Q30/0601 , G06Q30/0609 , G06Q30/0635 , G06Q99/00 , H04L12/14 , H04L12/1428 , H04L29/06027 , H04L41/0213 , H04L41/0233 , H04L41/024 , H04L41/0253 , H04L41/06 , H04L41/0681 , H04L41/08 , H04L41/0803 , H04L41/0879 , H04L41/142 , H04L41/18 , H04L41/22 , H04L41/28 , H04L41/5009 , H04L41/5022 , H04L41/5029 , H04L41/5032 , H04L41/5035 , H04L41/5061 , H04L41/5064 , H04L41/5067 , H04L41/5074 , H04L41/5083 , H04L41/5096 , H04L43/00 , H04L43/024 , H04L43/045 , H04L43/06 , H04L43/062 , H04L43/065 , H04L43/067 , H04L43/0805 , H04L43/0811 , H04L43/0817 , H04L43/0829 , H04L43/0847 , H04L43/0852 , H04L43/0876 , H04L43/0888 , H04L43/0894 , H04L43/10 , H04L43/106 , H04L43/16 , H04L51/00 , H04L63/0209 , H04L63/0218 , H04L63/0236 , H04L63/0272 , H04L63/0281 , H04L63/0428 , H04L63/0442 , H04L63/0464 , H04L63/08 , H04L63/0807 , H04L63/0815 , H04L63/0823 , H04L63/083 , H04L63/162 , H04L63/166 , H04L63/168 , H04L63/18 , H04L65/4007 , H04L65/80 , H04M3/5175 , H04M3/5191 , H04M15/00 , H04M15/41 , H04M15/43 , H04M15/44 , H04M15/49 , H04M15/51 , H04M15/58 , H04M15/705 , H04M15/721 , H04M15/745 , H04M15/80 , H04M15/8044 , H04M15/83 , H04M15/8351 , H04M15/84 , H04M2215/0104 , H04M2215/0108 , H04M2215/0152 , H04M2215/0164 , H04M2215/0168 , H04M2215/0176 , H04M2215/018 , H04M2215/0188 , H04M2215/42 , H04M2215/46 , H04M2215/54 , H04M2215/7009 , H04M2215/7045 , H04M2215/745 , H04M2215/81 , H04M2215/8108 , H04M2215/8129 , H04M2215/82 , Y10S379/90 , Y10S707/99931 , Y10S707/99937 , Y10S707/99938 , Y10S707/99939 , Y10S707/99944 , Y10S715/969
摘要： A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
摘要翻译： 基于Web的呼叫路由管理工作站应用程序，允许授权客户控制免费路由和监控呼叫中心状态。 包括位于防火墙非军事区（DMZ）中的一个或多个Web服务器的架构作为客户站点的客户工作站和提供呼叫路由管理服务的企业后端应用程序之间的通信介质，提供访问企业的安全基础设施 通过其他不安全的公共互联网应用。 本发明能够通过具有因特网访问的工作站和支持的Web浏览器的客户来创建和管理来电呼叫路由规则。 可以通过启用Web的工作站使用在仿真环境下运行路由规则的调试器/测试器来测试和/或调试自定义规则。 此外，客户可以为其业务提供层次结构; 创建，修改或删除代理池; 操纵能力表; 并通过启用Web的工作站在客户站点定义配额方案，价值表和计划表。 本发明还使客户能够基于路由规则查看呼叫中心ACD统计数据和挂起计数的近实时显示，以及运行提供和统计数据的提供和统计报告，并提取数据进行进一步分析 。 此外，本发明在图形用户界面上支持外语和品牌特征。 提供了一种基础设施，其能够从具有网络浏览器并位于世界任何地方的任何计算机工作站向客户安全地启动，获取和呈现呼叫管理器功能。
-
-
-
搜索结果
4 条记录 (耗时 0.024 秒)
