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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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Patent Agency Ranking
公开(公告)号：US20140153703A1
公开(公告)日：2014-06-05
申请号：US14176509
申请日：2014-02-10
Applicant: Verizon Patent and Licensing Inc.
Inventor： Prashant Desai , Mayuresh Hegde , Manah M. Khalil , Parind Poi , Shawn J. Hadley , Paul V. Cunningham
CPC classification number: H04M3/5231 , H04M3/493 , H04M3/5166 , H04M3/5233 , H04M2203/2072 , H04M2203/551
Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.
Abstract translation: 方法可以包括从呼叫者接收呼叫并确定呼叫是否已经排队了至少预定的一段时间。 该方法还可以包括响应于确定呼叫已经排队等待至少预定时间段，经由交互式语音响应单元与客户交互，向客户提供回呼服务。 当代理可用时，回呼服务可以包括调度的回叫或立即类型的回叫。 该方法还可以包括从客户和经由交互式语音响应单元接收客户想要回叫并排队回叫的指示。
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公开(公告)号：US09020131B2
公开(公告)日：2015-04-28
申请号：US14176509
申请日：2014-02-10
Applicant: Verizon Patent and Licensing Inc.
Inventor： Prashant Desai , Mayuresh Hegde , Manah M. Khalil , Parind Poi , Shawn J. Hadley , Paul V. Cunningham
CPC classification number: H04M3/5231 , H04M3/493 , H04M3/5166 , H04M3/5233 , H04M2203/2072 , H04M2203/551
Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.
Abstract translation: 方法可以包括从呼叫者接收呼叫并确定呼叫是否已经排队了至少预定的一段时间。 该方法还可以包括响应于确定呼叫已经排队等待至少预定时间段，经由交互式语音响应单元与客户交互，向客户提供回呼服务。 当代理可用时，回呼服务可以包括调度的回叫或立即类型的回叫。 该方法还可以包括从客户和经由交互式语音响应单元接收客户想要回叫并排队回叫的指示。
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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：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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