专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

61. 发明授权

US08068597B2 Method and apparatus for processing customer contacts using a state machine 有权
标题翻译：使用状态机处理客户联系人的方法和设备
公开(公告)号：US08068597B2
公开(公告)日：2011-11-29
申请号：US10831993
申请日：2004-04-26
申请人： Anthony Dezonno
发明人： Anthony Dezonno
IPC分类号： H04M3/00
CPC分类号： H04M3/5133 , H04M7/006 , H04M2203/6018
摘要： A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
摘要翻译：提供了一种用于在自动接触分配器系统内处理与客户端的呼叫的方法和装置。该方法包括以下步骤：在自动联系人分配器系统的代理的终端内提供用户代理应用，该用户代理应用用作用于交换SIP命令的接口，并且在代理的终端内提供控制多个呼叫的代理状态机客户端与代理状态机不同于用户代理应用程序的代理之间的呼叫连接状态。该方法还包括以下步骤：由用户代理应用从自动联系人分配系统的自动联系人分配器接收SIP INVITE，该自动联系人分发系统将呼叫从自动联系人分配器传送到代理，并描述呼叫的多个状态的状态在基于状态机的逻辑状态的终端的显示器上。

62. 发明授权

US08064589B2 Estimating number of agents for multiple chat channels 有权
标题翻译：估计多个聊天频道的代理人数
公开(公告)号：US08064589B2
公开(公告)日：2011-11-22
申请号：US12214754
申请日：2008-06-20
申请人： Donald C. Lewis , Aaron C. Beshears
发明人： Donald C. Lewis , Aaron C. Beshears
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5191 , H04M2201/12
摘要： Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.
摘要翻译：估计在自动联系人分发系统中到达多个聊天频道的联系人的多个代理服务器的方法和系统。在一些实施例中，代理人和联系人分别花费的组成单个聊天消息和聊天会话的估计平均时间的估计平均次数被用于导出任何所选数量的聊天频道的充足的处理时间，有效数量的代理被计算为充气手柄时间，并且有效数量的代理被所选择的通道数除以。

63. 发明授权

US07975009B2 Instant message contact router 有权
标题翻译：即时消息联系路由器
公开(公告)号：US07975009B2
公开(公告)日：2011-07-05
申请号：US10973000
申请日：2004-10-25
申请人： Glenn Wilensky
发明人： Glenn Wilensky
IPC分类号： G06F15/16
CPC分类号： G06Q10/107 , H04M7/0045 , H04M2203/5018
摘要： A method and apparatus are provided for processing an instant message within a system having a plurality agents for handling the instant message. The method includes the step of a buffer sever detecting an arrival of the instant message. The method also includes the steps of sending the instant message to one of a plurality of messages queues associated with the buffer server pending availability of one of the plurality of agents to handle the instant message and automatically generating and sending a status message to a source of the instant message while the message is in the message queue based upon the status of the instant message in the message queue.
摘要翻译：提供了一种处理具有用于处理即时消息的多个代理的系统内的即时消息的方法和装置。该方法包括检测即时消息到达的缓冲器服务器的步骤。该方法还包括以下步骤：将即时消息发送到与缓冲器服务相关联的多个消息队列之一等待可用于多个代理中的一个代理以处理即时消息并自动生成状态消息并向基于消息队列中的即时消息的状态，消息在消息队列中的即时消息。

64. 发明授权

US07917623B2 Method of allocating data communication sessions based upon user information 有权
标题翻译：基于用户信息分配数据通信会话的方法
公开(公告)号：US07917623B2
公开(公告)日：2011-03-29
申请号：US10037998
申请日：2002-01-03
申请人： Anthony Dezonno , Craig R. Shambaugh , Marshall Ball , Michael C. Hollatz
发明人： Anthony Dezonno , Craig R. Shambaugh , Marshall Ball , Michael C. Hollatz
IPC分类号： G06F15/173
CPC分类号： G06F17/30867
摘要： A method and apparatus are provided for establishing communication sessions through the Internet. The method includes the steps of receiving a request from an Internet requester by a website for a communication session with an agent of the website, analyzing browser associated information relating to the request and selecting an agent for the communication session based upon a content of the analyzed browser associated information.
摘要翻译：提供了一种通过因特网建立通信会话的方法和装置。该方法包括以下步骤：通过网站从因特网请求者接收与网站的代理进行通信会话的请求，分析与该请求有关的浏览器相关信息，并基于分析的内容选择通信会话的代理浏览器相关信息。

65. 发明授权

US07912205B2 Contact center business modeler 有权
标题翻译：联络中心业务建模师
公开(公告)号：US07912205B2
公开(公告)日：2011-03-22
申请号：US11015410
申请日：2004-12-17
申请人： Tony Dezonno , Roger Sumner , Sandy Biggam , Mike Hollatz , Dave Wesen
发明人： Tony Dezonno , Roger Sumner , Sandy Biggam , Mike Hollatz , Dave Wesen
IPC分类号： H04M3/54
CPC分类号： H04M3/523 , H04M3/5232
摘要： A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.
摘要翻译：提供了一种用于自动呼叫分配器的方法和装置，其部分地基于及时的业务信息路由呼叫。该方法包括提供用于计算信息的模拟模型，以及使用来自模型的该信息以及关键过程指示符信息来生成路由呼叫的决定。

66. 发明授权

US07853653B2 Method of tracking e-mail handling by a remote agent of an automatic contact distributor 有权
标题翻译：跟踪由自动联系人分销商的远程代理进行电子邮件处理的方法
公开(公告)号：US07853653B2
公开(公告)日：2010-12-14
申请号：US10981292
申请日：2004-11-03
申请人： Dave Wesen
发明人： Dave Wesen
IPC分类号： G06F15/16
CPC分类号： H04M3/5191 , H04L51/34 , H04M3/5175 , H04M2203/4536
摘要： A method and apparatus are provided for monitoring a time that an agent of an organization spends responding to an e-mail directed to the organization. The method includes the steps of downloading the e-mail and a monitoring servlet to the agent of the organization and the servlet automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.
摘要翻译：提供了一种方法和装置，用于监视组织的代理响应指向组织的电子邮件的时间。该方法包括以下步骤：将电子邮件和监视servlet下载到组织的代理，并且servlet自动测量并向组织的服务器报告代理在电子邮件上花费的经过时间。

67. 发明授权

US07778405B2 Contact center system independent of line key status or current agent activity/state 有权
标题翻译：联络中心系统独立于线路状态或当前代理活动/状态
公开(公告)号：US07778405B2
公开(公告)日：2010-08-17
申请号：US10999403
申请日：2004-11-30
申请人： Mike Hollatz
发明人： Mike Hollatz
IPC分类号： H04M3/00
CPC分类号： H04M3/42 , G06Q10/02 , H04M1/2535 , H04M1/2745 , H04M3/42042 , H04M3/42365 , H04M3/5133 , H04M7/006 , H04M2201/38
摘要： A method and apparatus are provided for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization. The method includes the steps of setting up the plurality of contacts with the respective clients under an Internet protocol and simultaneously displaying a respective line softkey of each contact of the plurality of contacts on a terminal of the agent where the respective line softkey depicts a status of the contact.
摘要翻译：提供了一种方法和装置，用于在组织的代理的终端上控制与相应客户端的多个联系人。该方法包括以下步骤：在因特网协议下与各个客户端建立多个联系人，同时在代理的终端上同时显示多个联系人的每个联系人的各个线路软键，其中各行软键描述联系人。

68. 发明授权

US07702094B2 Method of storing information within an ACD 有权
标题翻译：在ACD内存储信息的方法
公开(公告)号：US07702094B2
公开(公告)日：2010-04-20
申请号：US10999426
申请日：2004-11-30
申请人： Dave Wesen , Mike Hollatz
发明人： Dave Wesen , Mike Hollatz
IPC分类号： H04M3/06
CPC分类号： H04L67/2814 , H04M3/5191
摘要： A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.
摘要翻译：提供了一种用于存储来自自动联系人分配器的数据以通过因特网访问的方法和装置。该方法包括以下步骤：将信息从自动联系人分发器的第一资源通过因特网传送到数据库，其中所传输的信息被编码在SIP消息内，并且传送的信息与第一资源已经为一个自动联系人分配器的第二资源，将传输的信息编译并存储在数据文件的数据文件中，其中数据文件被文件标识符索引，并且使用该文件由自动合同分配器的第三资源从数据库中检索信息标识符

69. 发明申请

US20100076898A1 Method of Scheduling a Workforce Constrained By Work Rules and Labor Laws 审中-公开
标题翻译：按工作规则和劳动法约束劳动力的方法
公开(公告)号：US20100076898A1
公开(公告)日：2010-03-25
申请号：US12167416
申请日：2008-07-03
申请人： Aaron C. Beshears , David Rawle , Jacob Kraft , Mark Irwin
发明人： Aaron C. Beshears , David Rawle , Jacob Kraft , Mark Irwin
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/103
摘要： A method and apparatus are provided for evaluating a plurality of work schedules containing scheduling information for a plurality of agents of an organization. The method includes the steps of providing a rule plug-in, defining a rule from the plug-in by associating an agent scheduling characteristic with the plug-in, comparing the agent scheduling characteristic with a set of agent scheduling entries of each agent within each of the plurality of work schedules and selecting a work schedule of the plurality of work schedules for use by the organization based upon the comparison.
摘要翻译：提供了一种用于评估包含组织的多个代理的调度信息的多个工作计划的方法和装置。该方法包括以下步骤：提供规则插件，通过将代理调度特性与插件相关联来从插件定义规则，将代理调度特性与每个代理中每个代理的代理调度条目的集合进行比较并且基于所述比较来选择所述多个工作计划的工作进度表供组织使用。

70. 发明申请

US20100017251A1 Method and Apparatus for Describing and Profiling Employee Schedules 审中-公开
标题翻译：描述和分析员工时间表的方法和装置
公开(公告)号：US20100017251A1
公开(公告)日：2010-01-21
申请号：US12167409
申请日：2008-07-03
申请人： David Rawle , Aaron C. Beshears
发明人： David Rawle , Aaron C. Beshears
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/063
摘要： A method and apparatus are provided for identifying activities within a work schedule. The methods includes the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile.
摘要翻译：提供了一种用于识别工作进度内的活动的方法和装置。方法包括以下步骤：识别代理，定义与代理的单个工作日相关联的至少一个调度简档，并且识别工作调度中与定义的调度简档匹配的任何事件。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式