公开(公告)号：US09635180B2

公开(公告)日：2017-04-25

申请号：US12120567

申请日：2008-05-14

申请人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

发明人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

IPC分类号： H04M3/52 ,  H04M3/523

CPC分类号： H04M3/5231 ,  H04M2203/2072

摘要： Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center.

公开(公告)号：US09557878B2

公开(公告)日：2017-01-31

申请号：US13455704

申请日：2012-04-25

申请人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

发明人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

IPC分类号： G06F3/01 ,  G06F3/0481 ,  G06Q10/10 ,  G06F3/00

CPC分类号： G06F3/0481 ,  G06Q10/10

摘要： A screen sharing session between a participating computer and a presenting computer can be established. A copy of a graphical user interface screen from the presenting computer can be presented within a display on the participating computer. A selection of the sub-portion of the copy of the graphical user interface screen from the participating computer can be received. Boundaries of the sub-portion can be determined and can be transmitted from the participating computer to the presenting computer. Responsive to receiving the boundaries, the remotely located computer can define the sub-portion of the graphical user interface screen of the presenting computer. The defined sub-portion of the graphical user interface screen can be conveyed over a network from the presenting computer to the participating computer without conveying data for other portions of the graphical user interface screen.

摘要翻译： 可以建立参与计算机和呈现计算机之间的屏幕共享会话。 来自演示计算机的图形用户界面屏幕的副本可以呈现在参与计算机上的显示器内。 可以接收来自参与计算机的图形用户界面屏幕副本的子部分的选择。 可以确定子部分的边界，并且可以从参与计算机传送到呈现计算机。 响应于接收边界，位于远程的计算机可以定义呈现计算机的图形用户界面屏幕的子部分。 图形用户界面屏幕的定义的子部分可以通过网络从呈现计算机传送到参与计算机，而不传送用于图形用户界面屏幕的其他部分的数据。

公开(公告)号：US20090285380A1

公开(公告)日：2009-11-19

申请号：US12120567

申请日：2008-05-14

申请人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

发明人： Ying Chen ,  Joel Duquene ,  James P. Eberwein ,  Dong K. Lieu

IPC分类号： H04M3/42

CPC分类号： H04M3/5231 ,  H04M2203/2072

摘要： Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center.

摘要翻译： 本发明的实施例解决了关于呼叫中心等待队列管理的本领域的不足之处，并提供了一种用于远程呼叫中心计算环境中的回叫预约服务的新颖且非显而易见的方法，系统和计算机程序产品。 在本发明的实施例中，可以提供回呼预约方法。 该方法可以包括从呼叫者接收到远程呼叫中心的电话呼叫，通知呼叫者预约选项菜单，计算多个预留时隙以适应呼叫者的时间表，使得预约时间基于呼叫者的个人喜好， 向呼叫者分配回叫预留令牌，将呼叫者与远程呼叫中心断开连接，并且在呼叫者重新连接到远程呼叫中心的预约时间向呼叫者提供对远程呼叫中心代理的访问。