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    • 5. 发明授权
    • Results-based routing of electronic communications
    • 基于结果的电子通信路由
    • US08126133B1
    • 2012-02-28
    • US10817350
    • 2004-04-01
    • James EveringhamLloyd William TabbTerry WeissmanWill Scullin
    • James EveringhamLloyd William TabbTerry WeissmanWill Scullin
    • H04M3/00
    • G06Q10/063112H04M3/5233
    • A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each pool being defined by one or more criteria, on a real-time and/or batch basis. Such criteria may reflect an agent characteristic (e.g., age, geographical location, language, hobby, skill), a level of agent performance (e.g., number or amount of sales, speed or efficiency in providing a service) or some other factor. When a call is received at a call manager, a pool of best agents or some other pool is selected (e.g., by weighting, by statistical distribution). The best available agent in that pool is identified and the call is routed to that agent. The call manager, or other entity, may record some or all of the call (e.g., voice conversation, the agent's computer input during the call).
    • 一种用于执行基于结果的电话呼叫路由的方法。 代理人处理寻求或查询产品或服务的电话。 代理在代理池之间分布,每个池由一个或多个标准以实时和/或批量的方式定义。 这样的标准可以反映代理特征(例如,年龄,地理位置,语言,爱好,​​技能),代理人绩效的水平(例如,销售的数量或数量,提供服务的速度或效率)或一些其他因素。 当在呼叫管理器处接收到呼叫时,选择最佳代理或一些其他池的池(例如,通过统计分配加权)。 识别该池中最佳的可用代理,并将呼叫路由到该代理。 呼叫管理器或其他实体可以记录呼叫中的一些或所有呼叫(例如,语音对话,呼叫期间的代理的计算机输入)。
    • 8. 发明授权
    • System and method for facilitating transcription of audio recordings, with auditing
    • 通过审核便于录音录音的系统和方法
    • US07706520B1
    • 2010-04-27
    • US11269296
    • 2005-11-08
    • Christopher R. WatersonLloyd William TabbMichael Toy
    • Christopher R. WatersonLloyd William TabbMichael Toy
    • H04M3/00H04M5/00
    • H04M3/42221H04M2201/40H04M2201/60
    • A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller's input during a call. The set of audio recordings is stored in a database and queued for transcription by remote agents. The recordings are forwarded to a first agent who listens to the audio and completes a form with text corresponding to the audio. The system then determines whether to audit the first agent's transcription by having another agent transcribe the same set of recordings. The recordings may be re-queued and transcribed multiple times, until two (or more) of the transcriptions match, or until some threshold number of transcriptions have been obtained. An agent may contact the caller (e.g., via telephone or electronic mail) if a recording cannot be fully transcribed.
    • 一种用于通过审计促进录音录音的系统和方法。 IVR(交互式语音应答)单元在呼叫期间创建呼叫者输入的一组音频记录。 该组音频记录被存储在数据库中并排队等待远程代理进行转录。 记录被转发给听音频的第一代理,并且完成与音频对应的文本的表单。 系统然后通过让另一个代理转录同一组记录来确定是否对第一代理人的转录进行审核。 可以将记录重新排队并转录多次,直到两次(或更多次)的转录匹配,或直到已经获得某些阈值数量的转录。 如果记录不能完全转录,代理人可以联系呼叫者(例如,通过电话或电子邮件)。
    • 9. 发明授权
    • Method and apparatus for managing software processes
    • 用于管理软件过程的方法和装置
    • US07434204B1
    • 2008-10-07
    • US10886333
    • 2004-07-07
    • James EveringhamChristopher Houck
    • James EveringhamChristopher Houck
    • G06F9/44G06F15/173G06F11/00G06F9/46
    • G06F11/1438H04L67/02H04L69/40
    • A method and apparatus for managing software processes to improve their stability. Each instance of a software process periodically reports its operating status to a recycler. The status information identifies how long the instance has been continuously executing and how many transactions the instance has executed during that time. If either value exceeds a threshold associated with the process or that specific instance of the process, the instance is instructed to recycle. If instructed to recycle, the instance may stop accepting new transactions, finish handling its current transactions, then restart and resume normal operation. The recycler may postpone or cancel a recycle instruction if the combined capacity of all active instances of the process is below, or may fall below, a minimum desired capacity for the process. The recycler may also recycle itself.
    • 一种用于管理软件过程以提高其稳定性的方法和装置。 软件过程的每个实例定期向回收商报告其运行状态。 状态信息标识了实例持续执行多长时间,以及实例在此期间执行了多少事务。 如果任一值超过与进程相关联的阈值或该进程的特定实例,则指示实例进行回收。 如果指示回收,实例可能会停止接受新交易,完成其当前交易的处理,然后重新启动并恢复正常运行。 如果该过程的所有活动实例的组合容量低于或可能低于该过程的最小期望容量,则回收商可以推迟或取消回收指令。 回收商也可以自行回收。