公开(公告)号：US20120057691A1

公开(公告)日：2012-03-08

申请号：US13041855

申请日：2011-03-07

申请人： Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

发明人： Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

IPC分类号： H04M3/00

CPC分类号： H04M3/42221 ,  H04M3/5141 ,  H04M2201/40

摘要： A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

摘要翻译： 公开了一种用于在联系人和联络中心的代理之间路由通信会话的系统。 该系统被布置成将多于一个的触点同时连接到能够同时处理多个触点的联络中心的代理。 通常，触点包括非语音触点。系统被布置成获得与各种代理相关联的相应的时变特性，其指示代理未被占用且代理完全占用处理联系人之间的代理的中间活动级别。 在联络中心收到的新联系人至少部分地基于代理商的时变特征路由到代理。

公开(公告)号：US08873737B2

公开(公告)日：2014-10-28

申请号：US13041855

申请日：2011-03-07

申请人： Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

发明人： Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

IPC分类号： H04M3/523 ,  H04M3/42 ,  H04M3/51

CPC分类号： H04M3/42221 ,  H04M3/5141 ,  H04M2201/40

摘要： A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

摘要翻译： 公开了一种用于在联系人和联络中心的代理之间路由通信会话的系统。 该系统被布置成将多于一个的触点同时连接到能够同时处理多个触点的联络中心的代理。 通常，触点包括非语音触点。系统被布置成获得与各种代理相关联的相应的时变特性，其指示代理未被占用且代理完全占用处理联系人之间的代理的中间活动级别。 在联络中心收到的新联系人至少部分地基于代理商的时变特征路由到代理。

公开(公告)号：US20120321072A1

公开(公告)日：2012-12-20

申请号：US13163772

申请日：2011-06-20

申请人： Enda Dooley ,  Peter Flannery ,  Hugh Tynan ,  Padraic Walsh ,  David Saunders

发明人： Enda Dooley ,  Peter Flannery ,  Hugh Tynan ,  Padraic Walsh ,  David Saunders

IPC分类号： H04M3/00

CPC分类号： H04M3/5233 ,  H04M3/5141 ,  H04M2203/551

摘要： Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to handle one more contact than they are currently handling, and making a routing decision which is at least partially based on this historical average measure of time.

摘要翻译： 联系人被路由到处理多个并发联系人的联络中心代理，通过为多个代理中的每一个确定该代理处理多于其当前处理的多个联系人所花费的时间的历史平均度量，并且进行路由决定 至少部分地基于这个历史平均时间量度。

公开(公告)号：US08275118B2

公开(公告)日：2012-09-25

申请号：US12549534

申请日：2009-08-28

申请人： Peter Flannery ,  Enda Dooley ,  Padraic Walsh ,  Martin Kenirons

发明人： Peter Flannery ,  Enda Dooley ,  Padraic Walsh ,  Martin Kenirons

IPC分类号： H04M3/523 ,  H04L29/06

CPC分类号： H04M3/5235 ,  H04L63/10 ,  H04M3/51 ,  H04M2203/6018

摘要： A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by:a) determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal;b) if a license is determined to be allocated to the service provider terminal, allowing establishment of the communication channel;c) if a license is determined not to be allocated to the service provider terminal, determining availability of a license from a pool of licenses;d) if a license is determined not to be available, refusing establishment of the communication channel; ande) if a license is determined to be available, allocating the license to the service provider terminal and allowing establishment of the communication channel.

摘要翻译： 公开了一种用于控制在联络中心的服务提供商终端和服务请求终端之间建立通信信道的方法。 该方法包括：通过以下步骤响应接收建立通信信道的请求：a）确定与通信信道相关联的媒体类型的许可证是否被分配给服务提供商终端; b）如果确定许可被分配给服务提供商终端，允许建立通信信道; c）如果确定许可证不被分配给服务提供商终端，则从许可证池确定许可证的可用性; d）如果许可证被确定为不可用，则拒绝建立通信信道; 以及e）如果确定许可证可用，则将许可证分配给服务提供商终端并允许建立通信信道。

公开(公告)号：US20110051921A1

公开(公告)日：2011-03-03

申请号：US12549534

申请日：2009-08-28

申请人： Peter Flannery ,  Enda Dooley ,  Padraic Walsh ,  Martin Kenirons

发明人： Peter Flannery ,  Enda Dooley ,  Padraic Walsh ,  Martin Kenirons

IPC分类号： H04M3/00

CPC分类号： H04M3/5235 ,  H04L63/10 ,  H04M3/51 ,  H04M2203/6018

摘要： A method for controlling establishment of a communication channel between a service provider terminal of a contact centre and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by:a) determining whether a licence for a media type associated with the communication channel is allocated to the service provider terminal; b) if a licence is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a licence is determined not to be allocated to the service provider terminal, determining availability of a licence from a pool of licences; d) if a licence is determined not to be available, refusing establishment of the communication channel; and e) if a licence is determined to be available, allocating the licence to the service provider terminal and allowing establishment of the communication channel.

摘要翻译： 公开了一种用于控制在联络中心的服务提供商终端和服务请求终端之间建立通信信道的方法。 该方法包括：通过以下步骤响应接收建立通信信道的请求：a）确定与通信信道相关联的媒体类型的许可证是否被分配给服务提供商终端; b）如果确定许可被分配给服务提供商终端，允许建立通信信道; c）如果确定许可证不被分配给服务提供商终端，则从许可证池确定许可证的可用性; d）如果许可证被确定为不可用，则拒绝建立通信信道; 以及e）如果确定许可证可用，则将许可证分配给服务提供商终端并允许建立通信信道。