公开(公告)号：US06373938B1

公开(公告)日：2002-04-16

申请号：US09069906

申请日：1998-04-30

申请人： Joseph R. Palacios ,  Robert H. Witzofsky ,  Gregory P. Pace ,  Kenneth M. Gianino

发明人： Joseph R. Palacios ,  Robert H. Witzofsky ,  Gregory P. Pace ,  Kenneth M. Gianino

IPC分类号： H04M3523

CPC分类号： H04M3/5158 ,  Y10S379/90

摘要： A method of qualifying telephone numbers for use by one or more telephone service representatives consisting of the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative. Using the requesting telephone service representative to place a call to the qualified telephone numbers passed to the requesting telephone service representative from the qualified number queue.

摘要翻译： 一种符合电话号码供一个或多个电话服务代表使用的方法，包括以下步骤。 向合格的计算机提供包含电话号码和验证标准的电话号码数据库。 通过电话号码数据库中的电话号码与限定电脑一起发起呼叫。 选择符合验证标准的合格电话号码。 建立一个包含合格电话号码的合格号码队列。 由电话服务代表提供对合格电脑的访问，以允许他们从合格号码队列请求合格的电话号码。 将至少一个合格电话号码从合格号码队列传递到请求电话服务代表。 使用请求电话服务代表向从合格号码队列传递到请求电话服务代表的合格电话号码拨打电话。

公开(公告)号：US06373937B1

公开(公告)日：2002-04-16

申请号：US09660533

申请日：2000-09-13

申请人： Leonid A. Yegoshin

发明人： Leonid A. Yegoshin

IPC分类号： H04M3523

CPC分类号： H04M3/523 ,  H04M3/42323 ,  H04M3/493 ,  H04M3/5191 ,  H04M3/5233 ,  H04M3/5237 ,  H04M7/006

摘要： A telephone switching and routing system has a first switching apparatus for receiving incoming calls, a first processor connected to the first switching apparatus, and a plurality of destination sites each connected to the first switching apparatus by a telephony trunk, each destination site including a destination processor coupled to the first processor by a communication link separate from the telephony trunk. The first processor connected to the first switching apparatus maintains a list of incoming calls received at the first switching apparatus as a virtual queue, wherein individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the first switching apparatus to switch calls to the requesting destination sites. In some systems there are intermediate processors dedicated to maintaining all or portions of the virtual queue, and calls received at plural switches may be replicated in such virtual queues maintained at one or plural sites. The intermediate processors negotiate with destination processors which request (pull) calls from the queue, and the queue is maintained according to new calls received at any switch and calls switched on at any switch.

摘要翻译： 电话交换和路由系统具有用于接收来话呼叫的第一交换设备，连接到第一交换设备的第一处理器和由电话中继连接到第一交换设备的多个目的地站点，每个目的地站点包括目的地 处理器通过与电话中继分离的通信链路耦合到第一处理器。 连接到第一交换设备的第一处理器将在第一交换设备处接收到的呼入呼叫的列表维护为虚拟队列，其中目的地站点上的目标处理器中的各个单元监视本地代理状态和技能集，并请求呼叫切换 从发布的列表中，作为代理可用于处理新呼叫，并且响应于来自目的地处理器的请求的第一处理器控制第一交换设备将呼叫切换到请求的目的地站点。 在一些系统中，存在专用于维护虚拟队列的全部或部分的中间处理器，并且在多个交换机处接收到的呼叫可以复制在维护在一个或多个站点的这样的虚拟队列中。 中间处理器与从队列请求（拉）呼叫的目标处理器协商，并且根据在任何交换机处接收到的新呼叫并且在任何交换机处接通呼叫来维护队列。

公开(公告)号：US06314177B1

公开(公告)日：2001-11-06

申请号：US09217896

申请日：1998-12-22

申请人： Sheldon Joseph Davis ,  Michael P. Montemurro

发明人： Sheldon Joseph Davis ,  Michael P. Montemurro

IPC分类号： H04M3523

CPC分类号： H04Q3/64 ,  H04M3/5233 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/1322 ,  H04Q2213/1328

摘要： A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.

摘要翻译： 公开了一种通信处理中心，其中将代理分配给处理进入通信的处理队列和处理属性被分配给代理。 中心通过确定处理要求（包括适当的处理队列和所需的代理属性）来转发诸如电话呼入的传入通信。 首先定位队列中的可用代理，然后评估该代理是否具有所需属性以处理通信。 如果是，则将呼叫转发到所在的代理。 优选地，分配的代理属性与代理可以被分配到的所有队列相关，通过减少必须维护的队列的数量，允许对通信处理中心的简单管理。

公开(公告)号：US06798877B2

公开(公告)日：2004-09-28

申请号：US09886795

申请日：2001-06-21

申请人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

发明人： John Andrew Johnson ,  Eric Edward Kampmeier ,  Steven Robert Krause ,  David B. Smith ,  Matthew Richard Smith

IPC分类号： H04M3523

CPC分类号： H04M3/5191 ,  H04M3/523 ,  H04M2203/2011

摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

摘要翻译： 一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。 呼叫者接收有关一个或多个ACD中队列状态的信息。 如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。 呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制。 呼叫者可以准备在呼叫者等待时传送给应答代理的信息。 有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。

公开(公告)号：US06760426B2

公开(公告)日：2004-07-06

申请号：US09755455

申请日：2001-01-05

申请人： Daniel Charles Sbisa ,  Keith Eric Fenton

发明人： Daniel Charles Sbisa ,  Keith Eric Fenton

IPC分类号： H04M3523

CPC分类号： H04Q3/0029 ,  H04M3/60 ,  H04M2207/12

摘要： A method and system for handling a call in a communications network that requires operator assistance. The system comprises a service control point, an operator server and a context server. The operator server dynamically selects an optimal operator center from a plurality of available operator centers for the call based on context information. The operator server then provides information on the selected operator center to the service control point, which generates call handling information for the call that causes the communications network to route the call to the selected one of the operator centers. The context server manages the context information for the call.

摘要翻译： 一种用于处理需要操作者辅助的通信网络中的呼叫的方法和系统。 该系统包括服务控制点，运营商服务器和上下文服务器。 运营商服务器根据上下文信息从呼叫的多个可用运营商中心动态地选择最优运营商中心。 然后，运营商服务器将所选择的运营商中心的信息提供给业务控制点，该业务控制点生成呼叫的呼叫处理信息，该呼叫使通信网络将呼叫路由到所选择的一个运营商中心。 上下文服务器管理呼叫的上下文信息。

公开(公告)号：US06366667B1

公开(公告)日：2002-04-02

申请号：US09110676

申请日：1998-07-07

申请人： Joseph R. Palacios ,  Kenneth Gianino ,  Robert H. Witzofsky ,  Gregory Pace

发明人： Joseph R. Palacios ,  Kenneth Gianino ,  Robert H. Witzofsky ,  Gregory Pace

IPC分类号： H04M3523

CPC分类号： H04M3/5158

摘要： A method of and apparatus for qualifying telephone numbers for use by one or more telephone service representatives. The method includes the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative. Using the requesting telephone service representative to place a call to the qualified telephone numbers passed to the requesting telephone service representative from the qualified number queue. The apparatus includes sites that are geographically distributed where each site includes a telephone and a packet-switched access device. A telephone network and a packet switched network communicate with a call qualifying computer performing the method noted above.

摘要翻译： 一种用于限定电话号码以供一个或多个电话服务代表使用的方法和装置。 该方法包括以下步骤。 向合格的计算机提供包含电话号码和验证标准的电话号码数据库。 通过电话号码数据库中的电话号码与限定电脑一起发起呼叫。 选择符合验证标准的合格电话号码。 建立一个包含合格电话号码的合格号码队列。 由电话服务代表提供对合格电脑的访问，以允许他们从合格号码队列请求合格的电话号码。 将至少一个合格电话号码从合格号码队列传递到请求电话服务代表。 使用请求电话服务代表向从合格号码队列传递到请求电话服务代表的合格电话号码拨打电话。 该设备包括地理分布的站点，其中每个站点包括电话和分组交换接入设备。 电话网络和分组交换网络与执行上述方法的呼叫合格计算机通信。

公开(公告)号：US06347139B1

公开(公告)日：2002-02-12

申请号：US09454496

申请日：1999-12-06

申请人： Thomas S. Fisher ,  Roy A. Jensen ,  Marty I. Reiman

发明人： Thomas S. Fisher ,  Roy A. Jensen ,  Marty I. Reiman

IPC分类号： H04M3523

CPC分类号： H04M3/5233 ,  H04M3/5232

摘要： The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.

摘要翻译： 用于以代理剩余条件自动路由呼叫到呼叫中心代理的系统向呼叫中心管理员提供自动代理分配范例，其功能是自动提高向联系人分配多个技能代理的效率。 代理剩余条件的存在为本系统提供了代理人的分配以处理当前接收到的联系人的多个选择。 由于负责呼叫中心的代理人包括多名技能代理人，所以系统不仅要确定哪些可用的代理人是最有能力处理当前联系人的，而且还要确定如何进行统计上影响连续分配的效率 根据代理商和呼叫中心的过去业绩，接下来接收到的代理人。 由于提供给呼叫中心的业务负载趋向于高度可变且难以预测的内容，因此本系统提供了几种自动代理分配模式，每个对于呼叫中心的性能具有统计上的不同影响，基于 质量和数量的来电。

公开(公告)号：US06188762B1

公开(公告)日：2001-02-13

申请号：US08980626

申请日：1997-12-01

申请人： Stephen Shooster

发明人： Stephen Shooster

IPC分类号： H04M3523

CPC分类号： H04M3/5191 ,  H04L67/02 ,  H04L67/26 ,  H04L69/329 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M2242/22 ,  H04Q3/64 ,  H04Q3/72 ,  H04Q2213/13034 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/1322 ,  H04Q2213/13389 ,  Y10S379/90

摘要： A web call center system which provides automatic access to and retrieval of data from a remote or local web host by a call center operator upon receipt of a telephone call. The web call center includes a switch (PBX), a computer workstation, a telephone, a data link, a network server, computer/telephony integration (CTI) software, a network router, and application software to process the DNIS data and access the corresponding local application or web site data. In use, a call is received by the call center PBX, which routes the voice component to a telephone at a particular workstation location and the DNIS, ANI and Destination DN components, through its data link, to an external data link which, in turn, passes them to the network server wherein CTI software resides. The CTI software correlates the particular telephone to which the voice component of the telephone call was sent with the particular workstation where that telephone is located and sends the relevant DNIS, ANI and Destination DN components to that workstation. The DNIS component is processed, causing either a local application screen, with data residing on a local server or remote server, or a particular web site, with data residing on a local or remote web host, to “pop” (i.e., be automatically displayed) on the workstation screen.

摘要翻译： 网络呼叫中心系统，其在接收到电话呼叫时由呼叫中心运营商自动访问和从远程或本地网络主机检索数据。 网络呼叫中心包括交换机（PBX），计算机工作站，电话机，数据链路，网络服务器，计算机/电话集成（CTI）软件，网络路由器和应用软件，以处理DNIS数据并访问 相应的本地应用程序或网站数据。 在使用中，呼叫中心PBX接收呼叫，PBX通过其数据链路将语音组件路由到特定工作站位置的电话，将DNIS，ANI和目的地DN组件路由到外部数据链路， 将其传递到CTI软件所在的网络服务器。 CTI软件将电话呼叫的语音组件与其所在的特定工作站相关联的特定电话相关联，并将相关的DNIS，ANI和Destination DN组件发送到该工作站。 处理DNIS组件，导致本地应用程序屏幕，数据驻留在本地服务器或远程服务器或特定网站上，数据驻留在本地或远程Web主机上，以“弹出”（即自动） 显示）在工作站屏幕上。

公开(公告)号：US06178239B1

公开(公告)日：2001-01-23

申请号：US09506113

申请日：2000-02-17

申请人： Konstatin Kishinsky ,  Nikolay Anisimov

发明人： Konstatin Kishinsky ,  Nikolay Anisimov

IPC分类号： H04M3523

CPC分类号： H04M3/5183 ,  H04M3/42323 ,  H04M3/5175 ,  H04M2201/42 ,  Y10S379/90

摘要： A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

摘要翻译： 呼叫中心管理系统包括适于建模呼叫中心行为的图形用户界面（GUI）以及呼叫中心内的对象的行为，作为Petri Net有向图。 一旦开发，Petri Net图可以被编译为用于呼叫中心的CTI管理的软件模块。 在另一方面，组合的Petri网被组装成高级Petri网，并且采用Petri Net引擎来管理呼叫中心。 管理技术和教学概念也扩展到网络管理。

公开(公告)号：US06807274B2

公开(公告)日：2004-10-19

申请号：US10190145

申请日：2002-07-05

申请人： Kurt M. Joseph ,  Aaron W. Bangor ,  Robert R. Bushey

发明人： Kurt M. Joseph ,  Aaron W. Bangor ,  Robert R. Bushey

IPC分类号： H04M3523

CPC分类号： H04M3/5166 ,  H04M3/523 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2203/2011

摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.