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公开(公告)号：US09247064B2
公开(公告)日：2016-01-26
申请号：US13940734
申请日：2013-07-12
Applicant: Verizon Patent and Licensing Inc.
Inventor： Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. Poi , Shawn J. Hadley , Paul V. Cunningham
CPC classification number: H04M3/5232 , H04M3/5238 , H04M2203/551
Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
Abstract translation: 计算机设备可以包括被配置为从交互式语音响应系统接收来自路由呼叫的请求的逻辑; 获取与呼叫相关的信息; 并且获得与多个自动呼叫分配中心相关联的一个或多个度量。 逻辑可以被进一步配置为基于与呼叫相关联的信息来选择用于路由呼叫的规则; 并且基于所获得的与呼叫相关联的信息，并且基于所获得的一个或多个度量，基于所选择的规则为呼叫选择特定的自动呼叫分配中心。
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公开(公告)号：US20140086400A1
公开(公告)日：2014-03-27
申请号：US14094380
申请日：2013-12-02
Applicant: Verizon Patent and Licensing Inc.
Inventor： Juan M. VASQUEZ , Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. POI
IPC: H04M3/58
CPC classification number: H04M3/58 , H04M3/42102 , H04M3/4938 , H04M3/54 , H04M7/1205
Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
Abstract translation: 公开了一种用于提供网关传送机制的技术。 在一个特定的示例性实施例中，技术可以被实现为一种方法，包括在网关处识别要路由到第一位置的呼叫，确定是否将呼叫转移到第二位置，在呼叫是 转移到第二位置，传送呼叫，其中传送呼叫包括结束将呼叫路由到第一位置的处理，生成用于第二位置的传送信息，以及使用所生成的传送信息将呼叫转移到第二位置。
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Patent Agency Ranking
公开(公告)号：US09020133B2
公开(公告)日：2015-04-28
申请号：US13713577
申请日：2012-12-13
Applicant: Verizon Patent and Licensing Inc.
Inventor： Prashant B. Desai , Mayuresh Mohan Hegde , Shawn J. Hadley , Parind S. Poi
CPC classification number: H04M3/5238 , G06Q10/00 , G06Q10/06
Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.
Abstract translation: 设备可以接收呼叫队列的呼叫量和统计信息的历史记录。 对于与呼叫队列相关联的多个代理中的每一个，该设备还可以接收工作进度。 该设备可以基于呼叫队列和工作计划的呼叫量的历史来确定呼叫队列的预计呼叫占用; 在与所述呼叫队列相关联的代理数量中选择代理人的子集，所述代理不需要在所述呼叫队列中处理在所述呼叫队列中的所述呼叫占用低于第一阈值的时间内的呼叫; 并将任务当时分配给代理子集。
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公开(公告)号：US20140169549A1
公开(公告)日：2014-06-19
申请号：US13713577
申请日：2012-12-13
Applicant: VERIZON PATENT AND LICENSING INC.
Inventor： Prashant B. Desai , Mayuresh Mohan Hegde , Shawn J. Hadley , Parind S. Poi
IPC: H04M3/523
CPC classification number: H04M3/5238 , G06Q10/00 , G06Q10/06
Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.
Abstract translation: 设备可以接收呼叫队列的呼叫量和统计信息的历史记录。 对于与呼叫队列相关联的多个代理中的每一个，该设备还可以接收工作进度。 该设备可以基于呼叫队列和工作计划的呼叫量的历史来确定呼叫队列的预计呼叫占用; 在与所述呼叫队列相关联的代理数量中选择代理人的子集，所述代理不需要在所述呼叫队列中处理在所述呼叫队列中的所述呼叫占用低于第一阈值的时间内的呼叫; 并将任务当时分配给代理子集。
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公开(公告)号：US20150016600A1
公开(公告)日：2015-01-15
申请号：US13940734
申请日：2013-07-12
Applicant: Verizon Patent and Licensing Inc.
Inventor： Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. Poi , Shawn J. Hadley , Paul V. Cunningham
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M3/5238 , H04M2203/551
Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
Abstract translation: 计算机设备可以包括被配置为从交互式语音响应系统接收来自路由呼叫的请求的逻辑; 获取与呼叫相关的信息; 并且获得与多个自动呼叫分配中心相关联的一个或多个度量。 逻辑可以被进一步配置为基于与呼叫相关联的信息来选择用于路由呼叫的规则; 并且基于所获得的与呼叫相关联的信息，并且基于所获得的一个或多个度量，基于所选择的规则为呼叫选择特定的自动呼叫分配中心。
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公开(公告)号：US08731172B2
公开(公告)日：2014-05-20
申请号：US13855500
申请日：2013-04-02
Applicant: Verizon Patent and Licensing Inc.
Inventor： Juan M. Vasquez , Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. Poi
CPC classification number: H04L41/0686 , H04L65/1096 , H04M3/58 , H04Q3/0016 , H04Q2213/13034 , H04Q2213/13196 , H04Q2213/1328 , H04Q2213/13389 , H04Q2213/13405
Abstract: Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.
Abstract translation: 公开了用于提供用于中继线独立网关转接呼叫的方法和系统的技术。 在一个特定的示例性实施例中，技术可以被实现为计算机实现的方法，包括在网关处接收对呼叫的呼叫转移请求，并且使用网关的处理器确定要用于传送呼叫的中继是否需要 传输命令。 在中继需要传送命令的情况下，这些技术包括生成传送命令，并使用传送命令传送呼叫。
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公开(公告)号：US09106755B2
公开(公告)日：2015-08-11
申请号：US14094380
申请日：2013-12-02
Applicant: Verizon Patent and Licensing Inc.
Inventor： Juan M. Vasquez , Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. Poi
CPC classification number: H04M3/58 , H04M3/42102 , H04M3/4938 , H04M3/54 , H04M7/1205
Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
Abstract translation: 公开了一种用于提供网关传送机制的技术。 在一个特定的示例性实施例中，技术可以被实现为一种方法，包括在网关处识别路由到第一位置的呼叫，确定是否将呼叫转移到第二位置，在呼叫是 转移到第二位置，传送呼叫，其中传送呼叫包括结束将呼叫路由到第一位置的处理，生成用于第二位置的传送信息，以及使用所生成的传送信息将呼叫转移到第二位置。
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