公开(公告)号：WO2015181776A1

公开(公告)日：2015-12-03

申请号：PCT/IB2015/054035

申请日：2015-05-28

Applicant: CAFEX COMMUNICATIONS, LTD.

Inventor： GLASS, Kevin J. ,  WATTS, David

IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00

CPC classification number: H04M3/5234 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/003 ,  H04M2203/406 ,  H04M2203/552 ,  H04N7/141

Abstract: A method and system for load balancing and sharing of context information in a multi-vendor and/or multi-contact center environment. The arrangements utilize a generic client-side API in conjunction with a set of back end-frameworks to facilitate support of disparate contact center solutions. Accordingly a single client side application can be used to support multiple vendor contact center solutions. Further, the system enables an enterprise to leverage an instance of a visual IVR server, which works in conjunction with a contact center that supports such visual IVR server, so that it can also be used with contact center solutions that do not provide direct access to IVR scripts. The system also facilitates use of agent availability statistics to intelligently route customer calls to the most available agent across multiple vendor solutions or where instances of a single vendor solution are deployed in different data centers.

Abstract translation: 一种用于在多供应商和/或多联络中心环境中负载均衡和上下文信息共享的方法和系统。 这些安排利用一般的客户端API与一组后端框架，以便于支持不同的联络中心解决方案。 因此，单个客户端应用程序可用于支持多个供应商联络中心解决方案。 此外，该系统使企业能够利用视觉IVR服务器的实例，该服务器与支持这种可视IVR服务器的联络中心一起工作，使得它也可以与不提供直接访问的联络中心解决方案一起使用 IVR脚本。 该系统还有助于使用代理可用性统计信息来智能地将客户呼叫路由到多个供应商解决方案中的最可用代理，或者单个供应商解决方案的实例部署在不同的数据中心。

公开(公告)号：WO2013148453A1

公开(公告)日：2013-10-03

申请号：PCT/US2013/033265

申请日：2013-03-21

Applicant: THE RESOURCE GROUP INTERNATIONAL, LTD. ,  SPOTTISWOODE, S. James, P. ,  CHISHTI, Zia

Inventor： SPOTTISWOODE, S. James, P. ,  CHISHTI, Zia

IPC: H04M3/51

CPC classification number: H04M3/5233 ,  G06F17/30345 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/2061 ,  H04M2203/401 ,  H04M2203/556

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract translation: 方法，系统和程序产品，包括获得代理性能数据; 排名，代理商的代理业绩数据; 分剂代理代理业绩范围; 将基于标准的呼叫者分成一组分区; 为每个分区确定第一代理性能范围和第二代理性能范围的结果值; 基于所述第一代理性能范围的结果值和所述分区的第二代理性能范围的结果值，为所述分区计算相应的结果值差异指标; 基于分区的结果值差异指示符，将相应的代理匹配到其中一个分区中的相应呼叫者。

公开(公告)号：WO2011140866A1

公开(公告)日：2011-11-17

申请号：PCT/CN2011/072405

申请日：2011-04-02

Applicant: 华为技术有限公司 ,  庄乃峰 ,  韦思宁 ,  黄卫

Inventor： 庄乃峰 ,  韦思宁 ,  黄卫

IPC: H04M3/51

CPC classification number: H04M3/5234

公开(公告)号：WO2010059758A2

公开(公告)日：2010-05-27

申请号：PCT/US2009/065038

申请日：2009-11-19

Applicant: RINGCENTERAL, INC. ,  VENDROW, Vlad ,  YOUNG, Bruce ,  SHAH, Praful ,  ELPINER, Boris ,  SHMUNIS, Vladimir

Inventor： VENDROW, Vlad ,  YOUNG, Bruce ,  SHAH, Praful ,  ELPINER, Boris ,  SHMUNIS, Vladimir

IPC: H04W40/20 ,  H04W88/02 ,  H04W28/14

CPC classification number: H04M3/5233 ,  H04M3/42246 ,  H04M3/4234 ,  H04M3/5125 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M2207/18 ,  H04M2242/28 ,  H04W4/02 ,  H04W4/023 ,  H04W12/06

Abstract: A mobile device can be assigned to an extension configured as a Queue Agent ("QA") in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.

Abstract translation: 在启用呼叫排队的虚拟专用交换机（vPBX）中，可以将移动设备分配给配置为队列代理（“QA”）的分机。 这个和其他移动或固定设备可以互连以形成虚拟呼叫中心。 每个分机可以分配各种规则，其中规定了分机上的来电应答如何，以及如何选择呼叫队列中的呼叫以通过质量检查来应答。 作为规则的一部分，vPBX系统根据QA的可用性状态将呼叫从呼叫队列转发到质量保证。 如果位置感知移动设备与QA相关联，则vPBX系统可以基于移动设备的地理位置来确定QA的可用性状态。 可以选择最接近地理位置的代理来应答呼叫。

公开(公告)号：WO2008021390A1

公开(公告)日：2008-02-21

申请号：PCT/US2007/018058

申请日：2007-08-15

Applicant: INTELLISIST, INC. ,  WAALKES, Adam ,  ODINAK, Gilad ,  JIANG, Haodong (Howard) ,  THORN, Matthew ,  MCCANN, Tom

Inventor： WAALKES, Adam ,  ODINAK, Gilad ,  JIANG, Haodong (Howard) ,  THORN, Matthew ,  MCCANN, Tom

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5234 ,  H04M3/5166

Abstract: A system and method for balancing agent console load during automated call processing (40) is provided. A plurality of agent consoles (101) are operated in a call center (30). Progress of a call session (40) of a caller that is calling into the call center (30) at each agent console (101) is monitored (71). An absolute upper limit on a number of the call sessions (40) allowed at each agent console (101) at any given time is assigned (92). A load of call session (40) assignments on each agent console (101) is balanced. Objective and subjective conditions (81) pertinent to each assigned call session (40) are continually collected (72) from each agent console (101). The objective and subjective conditions (81) that affect call session (40) availability are updated (72) for each agent console (101). The objective and subjective conditions (81) are evaluated (72) against the absolute upper limit to determine a load factor (109). Each call session (40) is assigned (74) to one such agent console (101) within bounds applicable to the load factor (109).

Abstract translation: 提供了一种用于在自动呼叫处理（40）期间平衡代理控制台负载的系统和方法。 在呼叫中心（30）中操作多个代理控制台（101）。 监视在每个代理控制台（101）呼入呼叫中心（30）的呼叫者的呼叫会话（40）的进度（71）。 分配任何给定时间在每个代理控制台（101）允许的呼叫会话（40）的绝对上限（92）。 平衡每个代理控制台（101）上的呼叫会话（40）分配的负载。 从每个代理控制台（101）不断地收集与每个分配的呼叫会话（40）相关的客观和主观条件（81）（72）。 影响呼叫会话（40）可用性的客观和主观条件（81）对于每个代理控制台（101）被更新（72）。 对绝对上限评估客观和主观条件（81）（72）以确定负载因子（109）。 每个呼叫会话（40）在适用于负载因子（109）的范围内被分配（74）到一个这样的代理控制台（101）。

公开(公告)号：WO2007038615A3

公开(公告)日：2007-09-13

申请号：PCT/US2006037702

申请日：2006-09-27

Applicant: MCI INC ,  PHELPS DAVID E ,  BADGER BRIAN

Inventor： PHELPS DAVID E ,  BADGER BRIAN

IPC: H04M1/64

CPC classification number: H04M3/523 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1083 ,  H04L65/4007 ,  H04M3/5234 ,  H04M3/5237 ,  H04M3/54 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13389

Abstract: An approach provides network-based call processing. A packetized voice call is received from a first station. The packetized voice call is queued at a pre-designated queue maintained within a network of a service provider. Further, the packetized voice call is selectively forwarded to a second station.

Abstract translation: 一种方法提供了基于网络的呼叫处理。 从第一站接收打包的语音呼叫。 打包的语音呼叫在维护在服务提供商的网络内的预先指定的队列中排队。 此外，分组语音呼叫被选择性地转发到第二站。

公开(公告)号：WO2006058004A1

公开(公告)日：2006-06-01

申请号：PCT/US2005/042324

申请日：2005-11-22

Applicant: TRANSERA COMMUNICATIONS ,  SUNDARAM, Mukesh ,  UPPALURU, Prem

Inventor： SUNDARAM, Mukesh ,  UPPALURU, Prem

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M3/2254 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5234 ,  H04M3/5237

Abstract: A mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, provides call services (e.g., through extensible markup language (XML), and in particular call control extensible markup language (CCXML) and/or voice extensible markup language (VXML), instructions) for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise­specific strategies for optimizing call handling between the originating POP and domestic and/or international ones of the disparate call centers communicatively coupled thereto. Call center information (e.g., call load information) received at the management node from the multiple call centers may be used in connection with providing the call services. The enterprise-specific strategies may be instantiated as processes for: call routing, load balancing, work force management, and/or customer relationship management.

Abstract translation: 通过通信耦合到其上的工作站进行监视的中点呼叫管理节点提供呼叫服务（例如，通过可扩展标记语言（XML），特别是呼叫控制可扩展标记语言（CCXML）和/或语音可扩展标记语言 VXML），指令），用于在与多个不同的呼叫中心相关联的发起点（POP）处从始发网络接收的呼入呼叫，响应于根据企业特定策略发出的呼叫管理应用指令来提供呼叫服务 用于优化始发POP与通信耦合的不同呼叫中心的国内和/或国际呼叫处理之间的呼叫处理。 与多个呼叫中心在管理节点接收的呼叫中心信息（例如，呼叫负载信息）可以用于提供呼叫服务。 企业特定的策略可以被实例化为以下过程：呼叫路由，负载平衡，劳动力管理和/或客户关系管理。

公开(公告)号：WO2005033900A2

公开(公告)日：2005-04-14

申请号：PCT/US2004/032496

申请日：2004-09-30

Applicant: AVAYA TECHNOLOGY CORP. ,  GARG, Sachin ,  KINTALA, Chandra, M., R. ,  NAYBOR, Edward, Vincent ,  STOTT, David, Thomas

Inventor： GARG, Sachin ,  KINTALA, Chandra, M., R. ,  NAYBOR, Edward, Vincent ,  STOTT, David, Thomas

IPC: G06F

CPC classification number: H04L67/1034 ,  H04L65/1073 ,  H04L67/1002 ,  H04L67/1019 ,  H04L69/40 ,  H04M3/12 ,  H04M3/5234 ,  H04M3/5237

Abstract: A call processing system, which may include multiple distributed call center sites, utilizes a local back-off approach to endpoint registration. The call processing system comprises a plurality of endpoints and at least a first server, wherein the endpoints register with the first server in order to send and receive calls in the call processing system. Responsive to an end-to-end connectivity failure or other designated event, a registration process is initiated in the call processing system for a given one of the endpoints. The issuance of at least one message of the sequence for the given endpoint is controlled so as to provide a local random back-off or other local back-off of the controlled message at that endpoint. For example, a second server implemented as an aggregation server may be operative to control the issuance of messages by the endpoints so as to provide a local random back-off for each of the plurality of endpoints by staggering the delivery of failure notifications to the endpoints.

Abstract translation: 呼叫处理系统可以包括多个分布式呼叫中心站点，利用本地退避方法进行端点注册。 呼叫处理系统包括多个端点和至少第一服务器，其中终端向第一服务器注册，以便在呼叫处理系统中发送和接收呼叫。 响应于端到端连接故障或其他指定事件，在给定的一个端点的呼叫处理系统中启动注册过程。 对给定端点的序列的至少一个消息的发布进行控制，以便在该端点处提供受控消息的本地随机退避或其他本地备用。 例如，实现为聚合服务器的第二服务器可以操作以控制端点的消息发布，以便通过将故障通知的传递交错到端点来为多个端点中的每一个提供本地随机退避 。

公开(公告)号：WO01091430A1

公开(公告)日：2001-11-29

申请号：PCT/DE2001/001968

申请日：2001-05-21

IPC: H04M3/523 ,  H04M7/00 ,  H04Q3/00

CPC classification number: H04M3/5237 ,  H04M3/5234 ,  H04M7/006 ,  H04M7/0093 ,  H04Q3/0029

Abstract: Several subscriber connections (TA1_1, ..., TA2_2), which are assigned to at least one group (NWCD) and arranged in at least one communications network (KN), are assigned to several switching facilities (LE1,2), which each control a call distribution system (CDS1,2) and via which a network-wide call distribution system is realized. According to the invention, the current usage states of the call distribution systems (CDS1,2) are detected and stored in the communications network (KN), whereby communication relations to be switched to the group (NWCD) are switched according to the stored usage states.

Abstract translation: 用，并且在至少一个通信网络（KN）相关联的多个至少一个基团（NWCD）的布置订户线（TA1_1，...，TA2_2）在每种情况下借助于分配一个呼叫分配系统（CDS1，2）控制开关装置（LE1，2）数其中网络范围的 呼叫分配系统的实现。 根据本发明，检测到所述Anrufverteilsysteme（CDS1，2）和（KN）的通信网络中的当前负载状态被存储，其中，所述组（NWCD）中教导了所存储的利用率状态依赖被交换的通信关系。

公开(公告)号：WO2007063531A8

公开(公告)日：2007-08-23

申请号：PCT/IE2006000135

申请日：2006-12-04

Applicant: O'LOUGHLIN KENNEDY JOHN ,  O'LOUGHLIN KENNEDY PAUL

Inventor： O'LOUGHLIN KENNEDY JOHN ,  O'LOUGHLIN KENNEDY PAUL

IPC: H04Q7/22 ,  G08G1/123 ,  H04M3/527 ,  H04Q7/28 ,  H04Q7/38

CPC classification number: H04M3/5232 ,  H04L67/16 ,  H04L67/18 ,  H04M3/5234 ,  H04M3/5237 ,  H04M3/527 ,  H04M2242/14

Abstract: A Communications system (10) for connecting a service provider with a service user each operating a communications device (12, 14) which has a physical location in a network. The system (10) comprises a central controller (100) designed to dynamically generate and manipulate a queue (110) of information about a plurality of service providers and a plurality of service users located within the cell location within the network.

Abstract translation: 一种用于将服务提供商与每个操作具有网络中的物理位置的通信设备（12,14）的服务用户连接的通信系统（10）。 系统（10）包括中央控制器（100），其被设计为动态地生成和操纵关于位于网络内的小区位置内的多个服务提供者和多个服务用户的信息的队列（110）。