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31. 发明授权

US08483383B2 Method of scheduling calls 有权
标题翻译：调度呼叫的方法
公开(公告)号：US08483383B2
公开(公告)日：2013-07-09
申请号：US11681241
申请日：2007-03-02
申请人： Aaron C. Beshears , Donald C. Lewis
发明人： Aaron C. Beshears , Donald C. Lewis
IPC分类号： H04M3/00 , H04M7/00
CPC分类号： H04M3/5158 , G06Q30/02
摘要： An apparatus and method are provided for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period where the number of calls placed during each sub-period is based upon the respective exponentially scaled call completion ratio.
摘要翻译：提供了一种用于调度呼叫的装置和方法。该方法包括以下步骤：提供具有多个子周期的呼叫周期并确定与多个子周期相关联的一组历史呼叫完成率。该方法还包括以下步骤：指数地缩放相应确定的呼叫完成率，并且在呼叫周期的每个子周期期间放置多个呼叫，其中在每个子时段期间放置的呼叫数是基于相应的指数级缩放呼叫完成比。

32. 发明授权

US08416764B2 System and method for object registration in a VoIP environment 有权
标题翻译： VoIP环境中对象注册的系统和方法
公开(公告)号：US08416764B2
公开(公告)日：2013-04-09
申请号：US11888986
申请日：2007-08-02
申请人： Christopher J. Kacher , Richard W. Shea , David R. White
发明人： Christopher J. Kacher , Richard W. Shea , David R. White
IPC分类号： H04L12/66
CPC分类号： H04L12/66
摘要： A mechanism for managing software modules in a VOIP service is discussed. A component management agent is provided for each VOIP software component in the VOIP environment. The component management agent registers with a session management agent which is in communication with a session management software facility. The component management agent accepts registrations from each software module in the component that it represents. The software module registrations indicate the type of objects that the software module supports. Subsequent managed object requests received from the session management facility are automatically directed to the appropriate software modules based on the registration information. Additionally, the session management agent and component management agent perform format conversions for the managed object requests where the session management facility and software modules are utilizing different object systems.
摘要翻译：讨论了一种用于管理VOIP服务中的软件模块的机制。为VOIP环境中的每个VOIP软件组件提供组件管理代理。组件管理代理注册与会话管理软件设备通信的会话管理代理。组件管理代理接受来自其代表的组件中每个软件模块的注册。软件模块注册表示软件模块支持的对象类型。从会话管理设备接收到的后续管理对象请求将根据注册信息自动定向到相应的软件模块。此外，会话管理代理和组件管理代理对会话管理设备和软件模块正在使用不同对象系统的管理对象请求执行格式转换。

33. 发明授权

US08411840B2 Method of unifying control of contact center system 有权
标题翻译：联络中心系统统一控制方法
公开(公告)号：US08411840B2
公开(公告)日：2013-04-02
申请号：US12356664
申请日：2009-01-21
申请人： Edward Kuns , Biswajeet Mukherjee , Robert Owens
发明人： Edward Kuns , Biswajeet Mukherjee , Robert Owens
IPC分类号： H04M3/00
CPC分类号： H04M3/5175
摘要： A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps of a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems receiving the selected operating parameter from the user and incorporating the selected operating parameter into the respective subsystems.
摘要翻译：提供了一种用于改变自动接触分配系统内的操作参数的方法和装置，其包括多个功能相似但结构不同的自动接触分配器子系统。该方法包括以下步骤：用户选择操作参数以供多个功能相似但结构不同的自动联系分配器子系统中的每一个使用，用于多个功能相似但结构不同的自动联系分配器子系统中的每一个接收的相应转换程序来自用户的选择的操作参数并将所选择的操作参数并入相应的子系统。

34. 发明授权

US08400948B2 Method and system for updating real-time data between intervals 有权
标题翻译：用于在间隔之间更新实时数据的方法和系统
公开(公告)号：US08400948B2
公开(公告)日：2013-03-19
申请号：US11038566
申请日：2005-01-18
申请人： Robert Owens
发明人： Robert Owens
IPC分类号： H04Q11/00
CPC分类号： H04M3/523 , H04M3/2218 , H04M3/5175
摘要： A method for updating real-time data between intervals in a communication processing center, having a data source and a data collector, includes receiving, at the data collector, real-time data at intervals from a data source. The real-time data includes information on the availability of aspects of a communication network. The received real-time data is stored in a memory. The occurrence of a specified triggering event between the intervals is detected. The stored real-time data is updated based on information relating to the specified triggering event.
摘要翻译：一种用于在具有数据源和数据收集器的通信处理中心间更新实时数据的方法，包括在数据收集器处以数据源的间隔接收实时数据。实时数据包括有关通信网络方面可用性的信息。接收到的实时数据存储在存储器中。检测间隔之间发生指定的触发事件。所存储的实时数据基于与指定的触发事件相关的信息来更新。

35. 发明授权

US08358774B2 Enterprise-wide occupancy based routing 有权
标题翻译：企业级基于占用的路由
公开(公告)号：US08358774B2
公开(公告)日：2013-01-22
申请号：US11128045
申请日：2005-05-12
申请人： Judith Laughlin , Mark Michelson , Roger A. Sumner
发明人： Judith Laughlin , Mark Michelson , Roger A. Sumner
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5232
摘要： A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.
摘要翻译：提供了一种方法和装置，用于通过网络路由器将与客户端的联系人路由到多个自动联系人分配器中的一个，每个具有多个代理。该方法包括以下步骤：确定多个自动接触分配器中的每个自动接触分配器在自动接触分配器的多个试剂中的每个试剂的目标占有率和实际占用之间的最大相对差异以及由自动联络经销商。所述方法还包括以下步骤：所述多个自动接触分配器中的每一个将每个联系人类型确定的最大相对差值的值传送到所述网络路由器，所述网络路由器检测联系人，所述网络路由器确定所述联系人的联系人类型检测到的联系人，并且网络路由器将检测到的联系人路由到多个自动接触分配器的自动接触分配器，其为多个自动接触分配器之间确定的接触类型提供最大的相对差。

36. 发明授权

US08199895B2 Leveraging a SIP forking model for distributed contact center routing 有权
标题翻译：利用分布式联络中心路由的SIP分支模型
公开(公告)号：US08199895B2
公开(公告)日：2012-06-12
申请号：US12054209
申请日：2008-03-24
申请人： Michael Ely , Malcom Strandberg
发明人： Michael Ely , Malcom Strandberg
IPC分类号： H04M3/42
CPC分类号： H04M3/5237 , H04L65/1006 , H04L65/1046 , H04L65/1069 , H04M3/493
摘要： A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.
摘要翻译：提供一种用于在自动接触分配系统的自动接触分配器之间传送触点的方法和装置。该方法包括以下步骤：通过自动联系人分发系统的代理自动呼叫分配器的交互语音响应单元从联系人收集信息，将收集的信息合并到SIP消息中，从代理自动联系人分配器转发SIP消息多个自动接触分配系统的其它自动接触分配器，并将接触从代理自动接触分配器转移到多个自动接触分配器之一。

37. 发明授权

US08180043B2 Method and apparatus for customer key routing 有权
标题翻译：客户钥匙路由的方法和装置
公开(公告)号：US08180043B2
公开(公告)日：2012-05-15
申请号：US11006151
申请日：2004-12-07
申请人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam , Jeffrey D. Hodson , Mary Ellen Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
发明人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam , Jeffrey D. Hodson , Mary Ellen Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.
摘要翻译：在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。然后对分配给每个评估者中的属性的值进行比较。然后将呼叫路由到通过比较选择的代理。

38. 发明授权

US08041023B1 System and method of using a phone to access information in a call center 有权
标题翻译：使用电话访问呼叫中心信息的系统和方法
公开(公告)号：US08041023B1
公开(公告)日：2011-10-18
申请号：US09675597
申请日：2000-09-29
申请人： Eric James , David Funck
发明人： Eric James , David Funck
IPC分类号： H04M3/00 , H04M1/24
CPC分类号： H04M3/4938 , H04M3/22 , H04M3/382 , H04M3/42204 , H04M3/4936 , H04M3/5125 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/1033 , H04M2203/6018
摘要： A system and method of using voice to access information in a call center is disclosed. Providing a voice response server to handle requests from local and remote administrators allows a call center to be managed even when administrators are physically distant from the call center. The voice response server may adhere to VoiceXML to process requests for call center information from administrators.
摘要翻译：公开了一种使用语音来访问呼叫中心中的信息的系统和方法。提供语音响应服务器来处理来自本地和远程管理员的请求，即使管理员远离呼叫中心，也可以管理呼叫中心。语音响应服务器可以遵守VoiceXML来处理来自管理员的呼叫中心信息的请求。

39. 发明授权

US08028084B2 IP ACD using buffer server 有权
标题翻译： IP ACD使用缓冲服务器
公开(公告)号：US08028084B2
公开(公告)日：2011-09-27
申请号：US10761012
申请日：2004-01-20
申请人： Mike Hollatz
发明人： Mike Hollatz
IPC分类号： G06F15/173 , H04L12/28 , H04M3/00 , H04M5/00
CPC分类号： H04L65/1069 , H04L29/06027 , H04L65/1006 , H04L65/4007 , H04M3/523 , H04M7/006
摘要： A method and apparatus are provided for routing a call within an automatic contact distributor. The method includes the steps of transferring control of the call to a buffer server, setting up a call connection between an agent of the automatic call distributor and a client of the automatic call distributor through the buffer server, re-addressing SIP messages received by the buffer server from the agent and forwarding the re-addressed SIP messages to the client and re-addressing SIP messages received from the client and forwarding the re-addressed SIP messages to the agent.
摘要翻译：提供了一种用于在自动联系人分配器内路由呼叫的方法和装置。该方法包括以下步骤：将呼叫控制转移到缓冲服务器，通过缓冲服务器在自动呼叫分配器的代理和自动呼叫分配器的客户端之间建立呼叫连接，重新寻址由缓冲服务器，并将重新寻址的SIP消息转发到客户端，并重新寻址从客户端接收的SIP消息，并将重新寻址的SIP消息转发给代理。

40. 发明授权

US07961867B2 Peer to peer application processor 有权
标题翻译：对等应用处理器
公开(公告)号：US07961867B2
公开(公告)日：2011-06-14
申请号：US10902621
申请日：2004-07-29
申请人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam
发明人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam
IPC分类号： H04M3/00
CPC分类号： H04M3/51
摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.
摘要翻译：提供了一种用于在计算系统内处理信息的方法和装置。该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。

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