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1.发明公开公开(公告)号：US20240121338A1
公开(公告)日：2024-04-11
申请号：US18545126
申请日：2023-12-19
申请人： Joseph A. Charlson
发明人： Joseph A. Charlson
CPC分类号： H04M3/42042 , H04M3/2281 , H04M3/60 , H04M2203/6027
摘要： Provided are systems, methods, and apparatuses initiating outbound communications. The system may include at least one processor of a telecommunications device comprising a display and a communication application, the at least one processor programmed or configured to: receive, with the communication application, a communication request comprising a number, the communication request initiated by a user of the telecommunications device, determine whether to automatically initiate a communication to the number based on recipient data associated with the number, in response to determining to not automatically initiate the communication to the number, prompt the user, on the display of the telecommunications device, with a selectable option configured to initiate the communication to the number upon selection, and in response to determining to automatically initiate the communication to the number, automatically initiate the communication to the number upon selection.
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公开(公告)号：US10542143B2
公开(公告)日：2020-01-21
申请号：US15621897
申请日：2017-06-13
申请人： Google LLC
发明人： Eyal Segalis , Daniel Walevski , Yaniv Leviathan , Yossi Matias
IPC分类号： H04M3/493 , G06N20/00 , G06Q10/06 , G06Q10/10 , H04M3/58 , G06F17/27 , G06F17/28 , H04M3/42 , H04M3/60 , G10L15/00 , G10L15/18 , G10L15/22 , G10L13/08 , G10L25/63
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.
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公开(公告)号：US20190306314A1
公开(公告)日：2019-10-03
申请号：US16385444
申请日：2019-04-16
申请人： Google LLC
发明人： Eyal Segalis , Daniel Walevski , Yaniv Leviathan , Yossi Matias
IPC分类号： H04M3/493 , G06N20/00 , G06Q10/10 , H04M3/58 , G06F17/27 , G06Q10/06 , G10L15/22 , G10L15/18 , G10L15/00 , H04M3/60 , H04M3/42 , G06F17/28
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.
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公开(公告)号：US20180227418A1
公开(公告)日：2018-08-09
申请号：US15947447
申请日：2018-04-06
申请人： Google LLC
发明人： Eyal Segalis , Daniel Walevski , Yaniv Leviathan
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.
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公开(公告)号：US06925165B2
公开(公告)日：2005-08-02
申请号：US09219995
申请日：1998-12-23
CPC分类号： H04M3/523
摘要： A call selection process in a call center is configured to utilize a continuum of skill levels, in one or more categories, for a given multi-skill agent. In an illustrative embodiment, categories of levels are associated with skills supported by the given agent, with each of the categories including a level, e.g., a numerical value, for each of the skills. The levels are used in a call selection computation that determines which of a number of waiting calls should be delivered to the agent. The categories may include, for example, a speed category including levels indicative of the speed at which the agent can process calls for each of the corresponding skills, a yield category including levels indicative of results likely to be obtainable by the agent for each of the corresponding skills, and a preference category including levels indicative of preferences of the agent for calls requiring each of the corresponding skills. The process may involve selecting different subsets of one or more of the categories in a given set of categories for use at different times, depending on factors such as call volume. The call selection computation may involve, for example, computing a value for each of the skills, as a function of the corresponding level or levels and a wait time measure, e.g., a current wait time, a predicted wait time, or a ratio of predicted wait time to a service objective, for a call in a corresponding skill queue.
摘要翻译： 呼叫中心中的呼叫选择过程被配置为针对给定的多技能代理在一个或多个类别中利用技能等级的连续性。 在说明性实施例中，级别的类别与给定代理所支持的技能相关联，其中每个类别包括针对每种技能的级别，例如数值。 这些级别用于呼叫选择计算中，该计算确定应将多少等待呼叫中的哪一个传送给代理。 类别可以包括例如速度类别，包括指示代理可以处理对于每个相应技能的呼叫的速度的等级，包括指示代理可能获得的针对每个相应技能的结果的级别的收益类别 相应的技能，以及偏好类别，包括指示代理人的偏好的级别，要求每种相应的技能。 该过程可以涉及根据诸如呼叫量的因素来选择在不同时间使用的给定类别集合中的一个或多个类别的不同子集。 呼叫选择计算可以涉及例如根据相应的级别或级别计算每种技能的值，以及等待时间测量，例如当前等待时间，预测的等待时间或比率 预测等待服务目标的等待时间，用于对应的技能队列中的呼叫。
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公开(公告)号：US20050141688A1
公开(公告)日：2005-06-30
申请号：US10750795
申请日：2003-12-31
申请人： Michael Wengrovitz
发明人： Michael Wengrovitz
CPC分类号： H04L51/04 , H04L51/36 , H04M3/42059 , H04M3/42093 , H04M3/42323 , H04M3/42365 , H04M3/5191 , H04M3/54 , H04M3/60 , H04M7/0027 , H04M2203/2011
摘要： This invention integrates instant messaging, presence, and other collaborative capabilities with conventional PBX functionality through use of a PBX-Messaging Integration Client (PMIC). The invention in its several embodiments features a method and system for using the PMIC-based computer interface to perform off-hook/on-hook presence notification for a PBX phone, establish media sessions concurrent with PBX telephonic communication, execute custom call treatment in conjunction with a PBX phone, implement call transfer capability between a PBX phone and numerous other devices, and provide PBX call control. The PBX is generally enabled with computer telephony integration (CTI) and, depending on the embodiment, a Voice-over-Internet Protocol (VOIP) such as Session Initiation Protocol (SIP). The invention empowers enterprise workers with a diverse, unified and integrated set of both PBX functions and SIP-based collaboration tools.
摘要翻译： 本发明通过使用PBX消息集成客户端（PMIC）将即时消息，存在和其他协作功能与常规PBX功能相集成。 在其几个实施例中的本发明的特征在于一种使用基于PMIC的计算机接口对PBX电话执行摘机/挂机存在通知的方法和系统，与PBX电话通信同时建立媒体会话，结合执行定制呼叫处理 使用PBX电话，在PBX电话和众多其他设备之间实现呼叫转移能力，并提供PBX呼叫控制。 一般来说，集团电话具有计算机电话集成（CTI），并且根据实施例，诸如会话发起协议（SIP）之类的因特网协议（VOIP）。 该发明使企业工作人员具有多种，统一和集成的集团电话功能和基于SIP的协作工具。
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公开(公告)号：US20050141483A1
公开(公告)日：2005-06-30
申请号：US10876432
申请日：2004-06-25
申请人： Michael Wengrovitz
发明人： Michael Wengrovitz
CPC分类号： H04L51/04 , H04L51/36 , H04M3/42059 , H04M3/42093 , H04M3/42323 , H04M3/42365 , H04M3/5191 , H04M3/54 , H04M3/60 , H04M7/0027 , H04M2203/2011
摘要： This invention integrates instant messaging, presence, and other collaborative capabilities with conventional PBX functionality through use of a PBX-Messaging Integration Client (PMIC). The invention in its several embodiments features a method and system for using the PMIC-based computer interface to perform off-hook/on-hook presence notification for a PBX phone, establish media sessions concurrent with PBX telephonic communication, execute custom call treatment in conjunction with a PBX phone, implement call transfer capability between a PBX phone and numerous other devices, and provide PBX call control. The PBX is generally enabled with computer telephony integration (CTI) and, depending on the embodiment, a Voice-over-Internet Protocol (VoIP) such as Session Initiation Protocol (SIP). The invention empowers enterprise workers with a diverse, unified and integrated set of both PBX functions and SIP-based collaboration tools.
摘要翻译： 本发明通过使用PBX消息集成客户端（PMIC）将即时消息，存在和其他协作功能与常规PBX功能相集成。 本发明在其几个实施例中的特征在于一种用于使用基于PMIC的计算机接口对PBX电话执行摘机/挂机存在通知的方法和系统，与PBX电话通信同时建立媒体会话，结合执行定制呼叫处理 使用PBX电话，在PBX电话和众多其他设备之间实现呼叫转移能力，并提供PBX呼叫控制。 通常，集团电话具有计算机电话集成（CTI），并且根据实施例，诸如会话发起协议（SIP）的诸如因特网协议（VoIP）等。 该发明使企业工作人员具有多种，统一和集成的集团电话功能和基于SIP的协作工具。
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公开(公告)号：US06870924B1
公开(公告)日：2005-03-22
申请号：US09690727
申请日：2000-10-18
申请人： Shinichi Ukon
发明人： Shinichi Ukon
CPC分类号： H04M3/5232 , H04M3/42042 , H04M3/42153 , H04M3/5235
摘要： A method and system for automatically distributing calls from calling parties to agents in a telephonic service provider facility, in which a database associates specific calling parties with specific agents. An identifier of a calling party is compared to identifiers in the database and the calling party is connected to the agent with whom the calling party has been associated if the identifier matches one in the database. If the identifier of the calling party does not match one of the identifiers in the database, a voice message is provided to the calling party to urge the calling party to provide a further identifier, which is then compared to the identifiers in the database. If the further identifier matches one of the identifiers in the database, the calling party is connected to the agent with whom the calling party has been associated.
摘要翻译： 一种用于将呼叫方自动分配到电话服务提供商设备中的代理的方法和系统，其中数据库将特定呼叫方与特定代理相关联。 将主叫方的标识符与数据库中的标识符进行比较，并且如果标识符与数据库中的一个匹配，则主叫方连接到与主叫方已经关联的代理。 如果呼叫方的标识符与数据库中的一个标识符不匹配，则向主叫方提供话音消息，以促使呼叫方提供另外的标识符，然后将该标识符与数据库中的标识符进行比较。 如果进一步的标识符与数据库中的一个标识符匹配，则主叫方连接到与主叫方已经关联的代理。
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公开(公告)号：US06088441A
公开(公告)日：2000-07-11
申请号：US992307
申请日：1997-12-17
CPC分类号： H04M3/5233
摘要： In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.
摘要翻译： 在基于技能的ACD中，可用代理被保留并被分配以处理需要代理的“罕见”技能的呼叫，并且被阻止处理需要代理的“共同”技能的呼叫，即使需要共同技能的呼叫正在等待 要处理，如果不预留需要稀有技能的呼叫的代理，即使没有可用于处理的罕见技能的呼叫，也将剥夺最后一个可用代理的那些呼叫。 只有满足用于处理需要共同技能的呼叫的目标性能标准（例如平均答案速度）才能保留代理。 如果有多个代理可用于处理需要罕见技能的呼叫，则选择和保留这些代理之一，并且释放其他代理人以服务于需要“常见”技能的呼叫。
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公开(公告)号：US6009161A
公开(公告)日：1999-12-28
申请号：US907447
申请日：1997-08-08
申请人： Bradley Babbitt , John H. Krebs , Mary K. Kubli
发明人： Bradley Babbitt , John H. Krebs , Mary K. Kubli
CPC分类号： H04M3/4931 , H04M3/48
摘要： A method of completing a call to a remote directory assistance operator comprises the steps of attempting to place the call and disconnecting an operator position manned by a live operator from the call. Once the operator is disconnected, the call is supervised for a remote answer and a time-out clock started. In the event of a call to a remote directory assistance operator whose country or region is notorious for not answering their phone lines, the time of the attendant operator in supervising the call is saved during the automatic answer supervision period. Periodic announcements may be provided the caller over time and new services offered by these periodic announcements. For example, in one embodiment, the user is offered the opportunity to place the call at a predetermined callback time in the future when the call may be more likely to succeed. In yet other embodiments, the call to the remote directory assistance operator may be queued with other such requests for directory assistance, responses to requests in the queue obtained and each user called back at their requested callback time (or in advance thereof) with the requested information. Automated prompts/announcements may be made in a preselected language of choice to the user or to the remote directory assistance operator.
摘要翻译： 完成对远程目录帮助操作员的呼叫的方法包括以下步骤：尝试将呼叫置位并且断开由实时操作人员操作的操作者位置与呼叫的连接。 一旦操作员断开连接，监听远程应答呼叫并启动超时时钟。 在呼叫其国家或地区不响应电话线路的远程目录援助运营商的情况下，在自动应答监督期间保存话务员操作员监视呼叫的时间。 定期公告可能会随着时间的推移和这些定期公告提供的新服务提供。 例如，在一个实施例中，当呼叫可能更有可能成功时，向用户提供在将来将呼叫置于预定回呼时间的机会。 在其他实施例中，对远程目录辅助操作者的呼叫可以与其他这样的目录协助请求一起排队，对所获得的队列中的请求的响应和每个用户在请求的回叫时间（或其提前）回呼的响应 信息。 自动提示/公告可以以用户或远程目录帮助操作者的选择的预选语言进行。
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