-
1.发明授权Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system 失效在中央管理的呼叫中心系统中路由互联网协议网络电话呼叫的装置和方法公开(公告)号：US06373836B1
公开(公告)日：2002-04-16
申请号：US09012044
申请日：1998-01-22
IPC分类号： H04L1228
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the plurality of call centers to be distributed to agents based on status of the call centers maintained in a stat-server coupled to the central controller. The call centers periodically report call center status to the stat-server at the central controller via dedicated data links. In the event of failure of a data link between a call center and the central controller, the central controller continues to route calls by retrieving historical data previously reported for the disconnected call center, estimating the current status of the call center based on the historical data, and using the estimates with current status of other call centers in making routing decisions.
摘要翻译： 因特网协议网络电话呼叫中心系统具有由中央控制器管理的多个呼叫中心。 中央控制器接受IPNT呼叫，并且基于维护在耦合到中央控制器的统计服务器中的呼叫中心的状态，将呼叫路由到多个呼叫中心以分配给代理。 呼叫中心通过专用数据链路定期向中央控制器的统计服务器报告呼叫中心状态。 在呼叫中心和中央控制器之间的数据链路发生故障的情况下，中央控制器继续通过检索先前为断开的呼叫中心报告的历史数据来路由呼叫，基于历史数据估计呼叫中心的当前状态 ，并使用估计与其他呼叫中心的当前状态进行路由决策。
-
公开(公告)号：US20100172486A1
公开(公告)日：2010-07-08
申请号：US12724629
申请日：2010-03-16
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04M3/00
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
公开(公告)号：US07619996B2
公开(公告)日：2009-11-17
申请号：US11741178
申请日：2007-04-27
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N Deryugin , Dmitry A Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N Deryugin , Dmitry A Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L12/16
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
公开(公告)号：US07460496B2
公开(公告)日：2008-12-02
申请号：US11049207
申请日：2005-02-01
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L12/16
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
5.发明授权公开(公告)号：US06981020B2
公开(公告)日：2005-12-27
申请号：US09565872
申请日：2000-05-05
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04M3/42 , G06F11/10 , G06F11/16 , G06F11/267 , G06Q10/00 , G11B20/18 , H04L12/58 , H04L29/06 , H04M3/36 , H04M3/51 , H04M3/523 , H04M3/527 , H04M3/53 , H04M7/00 , H04M7/12 , H04M11/00 , H04M11/06 , H04N7/14 , H04N7/15 , H04Q3/00 , H04Q3/58 , H04Q3/62 , H04Q3/72 , G06F17/60 , H04M3/00
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
公开(公告)号：US06879586B2
公开(公告)日：2005-04-12
申请号：US09010894
申请日：1998-01-22
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： G06Q10/00 , H04L12/58 , H04M3/36 , H04M3/42 , H04M3/51 , H04M3/523 , H04M7/00 , H04M7/12 , H04N7/14 , H04N7/15 , H04Q3/00 , H04Q3/62 , H04Q3/72 , H04L12/66 , H04L12/28 , H04L12/56 , H04M3/00 , H04M5/00
CPC分类号： H04Q3/62 , G06Q10/107 , H04L51/14 , H04M3/36 , H04M3/42059 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M7/0033 , H04M7/0054 , H04M7/006 , H04M7/12 , H04M7/128 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389
摘要： An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.
摘要翻译： 提供IPNT呼叫中心，其中代理的计算机可以本地连接到局域网上的管理计算机，或者远程代理可以通过管理计算机在因特网上行动。 管理计算机与当前的每个远程代理建立IPNT呼叫，然后通过将呼入替换为现有呼叫而将接入的IPNT呼叫路由到现有呼叫，而不关闭现有呼叫，从而避免有必要建立新呼叫 远程计算机为每个呼叫路由到远程代理。 在一些实施例中，IPNT系统是多媒体呼叫中心的一部分，其中进入呼叫可以是IPNT或普通老式电话服务（POTS），并且根据一组业务规则将呼叫路由到代理，而不考虑类型。
-
公开(公告)号：US07715332B2
公开(公告)日：2010-05-11
申请号：US11923910
申请日：2007-10-25
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L12/16
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
8.发明授权Apparatus and methods for coordinating internet protocol telephone and data communications 失效用于协调互联网协议电话和数据通信的装置和方法公开(公告)号：US06625139B2
公开(公告)日：2003-09-23
申请号：US09010940
申请日：1998-01-22
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L1266
CPC分类号： H04Q3/62 , G06Q10/107 , H04L29/06 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42314 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/003 , H04M7/0033 , H04M7/0054 , H04M7/006 , H04M7/12 , H04M7/128 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13385 , H04Q2213/13389 , Y10S379/90
摘要： A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, necessary data for the browsing person to place an Internet Protocol Network Telephony (IPNT) call to the browsing person, utilizing Internet Telephony software at the browsing person's PC. The call center selects an agent, and initiates a watch for an arriving IPNT call from the browsing person. On arrival of the call, the call is routed to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's information, determines the appropriate IP address, and places an IPNT call to the browsing person. When the call placed from the center is answered, it is switched to a selected agent.
摘要翻译： 电话呼叫中心系统包括适于从WEB服务器接收数据的因特网连接，来自浏览因特网的人的计算机平台的数据，包括标识浏览者的数据，诸如电话号码，IP地址或 并且向WEB服务器指示浏览者与呼叫中心的代理进行通信的愿望。 所需的通信可以是（a）对呼叫中心的代理人的请求从浏览者接收呼叫，或（b）从呼叫中心向浏览者发送呼叫的请求。 在（a）和（b）中，实际结果是浏览人员和呼叫中心的代理商之间的电话会议。 在第一种情况（a）中，响应于从WEB服务器到呼叫中心的数据，呼叫中心向WEB服务器提供用于经由因特网向浏览者转移的必要数据，以供浏览者放置 互联网协议网络电话（IPNT）呼叫浏览人员，在浏览人员的PC上利用互联网电话软件。 呼叫中心选择代理，并从浏览人员发起到达IPNT呼叫的手表。 呼叫到达时，呼叫路由到所选代理。 在另一个实例（b）中，响应于该数据，呼叫中心输入浏览者的信息，确定适当的IP地址，并向浏览者发送IPNT呼叫。 当从中心发出的呼叫被应答时，它被切换到选定的代理。
-
9.发明授权Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center 有权用于改进因特网协议网络电话呼叫中心中的电子邮件路由的装置和方法公开(公告)号：US06581105B2
公开(公告)日：2003-06-17
申请号：US09443146
申请日：1999-11-18
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： G06F15173
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译： 具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。 电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。 路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。
-
10.发明授权Apparatus and methods for managing multiple internet protocol capable call centers 失效用于管理多个互联网协议的呼叫中心的装置和方法公开(公告)号：US06175564B1
公开(公告)日：2001-01-16
申请号：US09012043
申请日：1998-01-22
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L1216
CPC分类号： H04Q3/62 , G06Q10/107 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42314 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/003 , H04M7/0033 , H04M7/0054 , H04M7/122 , H04M7/128 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389
摘要： An Internet Protocol Network Telephony (IPNT) system has Internet-connected managing computers at plural call centers connected to local agent stations at each call center. The managing computers are adapted to receive IPNT calls from clients at internal routing points. A router coupled to each of the managing computers at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent stations selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point address at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station. Statistics may be used in routing, and data regarding client-callers may be routed to the same agent station for display to which calls are routed.
摘要翻译： 互联网协议网络电话（IPNT）系统具有连接到每个呼叫中心的本地代理站的多个呼叫中心的因特网连接的管理计算机。 管理计算机适于在内部路由点从客户端接收IPNT呼叫。 耦合到呼叫中心的每个管理计算机的路由器适于执行路由规则以选择代理站用于传送在路由点处接收的呼叫，并且所选择的代理站可以在所涉及的任何呼叫中心。 在一方面，路由器首先接收到远离呼叫中心的远程呼叫中心的代理站，在远程呼叫中心请求路由点地址，然后将呼叫转移到该新的路由点 。 然后，第二呼叫中心进一步将转移的呼叫路由到最终的代理站。 可以在路由中使用统计信息，并且关于客户端呼叫者的数据可以被路由到相同的代理站以进行哪些呼叫路由。
-
-
-
-
-
-
-
-
-
搜索结果
49 条记录 (耗时 0.032 秒)
