公开(公告)号：WO01052510A1

公开(公告)日：2001-07-19

申请号：PCT/GB2001/000129

申请日：2001-01-12

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/36

CPC classification number: H04M3/5183 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/42 ,  H04M2203/301

Abstract: The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.

Abstract translation: 本发明提供了一种通信记录和分析系统，包括用于记录一个或多个通信流的装置，用于识别记录的流的装置，用于通过标识符标签检索所述记录的内容的装置，并且其中从分析推断附加的实时信息 实时或更迟的在计算机/终端处输入的键盘，处理交互，和/或计算机鼠标动作，和/或从多个计算机/终端中的任何一个或多个计算机/终端发出或终止的互联网流量 处理交互，和/或在交互期间发出的单词和/或韵律被记录。 此外，提供图形显示装置，使得呼叫流记录的呈现是以直接图形的形式，其示出了通过各种状态和转换的呼叫进度。

公开(公告)号：WO0027063A3

公开(公告)日：2001-01-11

申请号：PCT/US9925117

申请日：1999-10-26

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER

IPC: G06F9/44 ,  G06F3/048 ,  G06F9/46 ,  G06F9/48 ,  G06F9/50 ,  G06F12/00 ,  G06F17/30 ,  G06Q30/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G01D9/00 ,  G06F9/00 ,  G06F13/00 ,  G06F17/60 ,  H04M7/00

CPC classification number: H04L67/36 ,  G06F9/45512 ,  G06F17/30017 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06316 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1026 ,  H04L65/103 ,  H04L65/1036 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/00 ,  H04L69/329 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/404

Abstract: In an operating system (OS) for a multimedia communication center (MMCC) (17), an interactive process module (IPM) (287) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task (289) in the overall process, an input interface for providing one or more inputs to the IPM (287), and an output function for returning a result (295, 297). The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM (287) is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM (287) returns the result (295, 297). In one embodiment the IPM (287) is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs (287) to perform business processes. IPMs thus created may be displayed and edited as object models.

Abstract translation: 在用于多媒体通信中心（MMCC）（17）的操作系统（OS）中，用于完成处理的交互式处理模块（IPM）（287）具有多个代码集，每个代码集适于完成特定任务（289 ），用于向IPM（287）提供一个或多个输入的输入接口和用于返回结果（295,297）的输出功能。 多个代码集与先决条件相关，为进程创建所需的进度顺序，该过程在由OS调用并接收所需输入之后启动，IPM（287）适于与其他OS 用于访问和提供数据的模块，并且在完成最后一个任务时，IPM（287）返回结果（295,297）。 在一个实施例中，IPM（287）由交互式GANT图表示。 在优选实施例中，为程序员提供工具包以创建这样的IPM（287）来执行业务处理。 如此创建的IPM可以作为对象模型显示和编辑。

公开(公告)号：WO99056229A1

公开(公告)日：1999-11-04

申请号：PCT/US1999/008989

申请日：1999-04-26

IPC: G06F17/30 ,  G06F15/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51

CPC classification number: G06Q10/10 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2203/2072 ,  Y10S707/99932 ,  Y10S707/99943 ,  Y10S707/99945

Abstract: A system for tracking client contacts for a host organization (11) utilizes a multimedia database (57) and a user interface at a connected computer device (31). The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

Abstract translation: 用于跟踪主机组织（11）的客户端联系人的系统利用多媒体数据库（57）和连接的计算机设备（31）处的用户界面。 数据库将客户端通信作为完整内容存储，并且通过问题将联系人相关联，并且用户界面将客户端联系人通信作为诸如图标的对象显示在有问题的相关时间字符串中。 在优选实施例中，接口还为主机代理提供输入设备，以便为客户通信选择适当的响应，作出响应承诺，分配承诺责任，并以各种方式通知所输入承诺的人员，例如提醒 。 其他通知包括履行和未履行的承诺。

公开(公告)号：WO99014919A1

公开(公告)日：1999-03-25

申请号：PCT/US1998/018789

申请日：1998-09-09

IPC: H04L12/64 ,  H04M3/00 ,  H04M3/32 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M5/00 ,  H04M7/00 ,  H04Q3/58 ,  H04M1/64 ,  H04M15/00

CPC classification number: H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Abstract translation: 作为客户驻地系统的一部分的客户端 - 服务器电话呼叫路由器系统具有适于在诸如公共分支交换机（PBX）或其他电话交换机的电话交换机上执行的客户端 - 服务器路由器，或者在由CTI连接的处理器 链接到电话交换机。 执行路由器的电话交换机或处理器连接到局域网（LAN），该局域网还互连靠近连接到电话交换机的电话的计算机工作站。 客户机用户界面应用程序在计算机工作站上运行，允许客户端编辑路由器的路由规则，该路由规则具有与用户驻地系统的用户和工作站密钥相关的路由规则列表。 编辑规则由专用于各个用户的部分由路由器保存。 使用该系统，用户可以在LAN上的工作站上编辑他/她自己的路由规则，并将编辑发送到客户端 - 服务器路由器，其中将遵循规则来路由该用户和协议的呼叫。

公开(公告)号：WO98056141A1

公开(公告)日：1998-12-10

申请号：PCT/US1998/011442

申请日：1998-06-03

IPC: H04L12/28 ,  H04L12/46 ,  H04L12/56 ,  H04M3/00 ,  H04M3/02 ,  H04M3/42 ,  H04M3/436 ,  H04M3/46 ,  H04M3/51 ,  H04Q3/00

CPC classification number: H04Q3/0029 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42331 ,  H04M3/436 ,  H04M3/465 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/2044 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/1328 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13389

Abstract: A client-server telephone call router system as part of a customer premises system (123) has a client-server router adapted to execute on a telephony switch (121), such as a public branch exchange (PBX) or other telephony switch (121), or on a processor (223) connected by CTI link to a telephony switch (121). The telephony switch (121) or processor (223) executing the router is connected to a local area network (LAN) (301) that also interconnects computer workstations (361, 362) proximate to telephones (131, 132) connected to the telephony switch (121). Client user interface applications run on the computer workstations (361, 362), allowing clients to edit routing rules for the router (207), which has a list of routing rules keyed to users and workstations (361, 362) of the customer premises system (123). The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation (361, 362) on the LAN (301) his/her own routing rules, and transmit the edits to the client-server router (207) where the rules will be followed to route calls for that user and protocol.

Abstract translation: 作为客户驻地系统（123）的一部分的客户机 - 服务器电话路由器系统具有适于在电话交换机（121）上执行的客户机 - 服务器路由器，诸如公共分支交换机（PBX）或其他电话交换机（121） ）或在由CTI链路连接到电话交换机（121）的处理器（223）上。 执行路由器的电话交换机（121）或处理器（223）连接到局域网（301），该局域网（301）还连接到连接到电话交换机的电话（131,132）的计算机工作站（361,362） （121）。 客户端用户界面应用程序在计算机工作站（361,362）上运行，允许客户端编辑路由器（207）的路由规则，该路由规则具有与客户驻地系统的用户和工作站（361,362）相关联的路由规则列表 （123）。 编辑规则由专用于各个用户的部分由路由器保存。 使用该系统，用户可以在LAN（301）上的工作站（361,362）上编辑他/她自己的路由规则，并将编辑发送到客户端 - 服务器路由器（207），其中将遵循规则来路由呼叫 为该用户和协议。

公开(公告)号：WO1989006078A1

公开(公告)日：1989-06-29

申请号：PCT/US1988004458

申请日：1988-12-13

Applicant: COMMUNICATIONS NETWORK ENHANCEMENT INC.

Inventor： COMMUNICATIONS NETWORK ENHANCEMENT INC. ,  BLINKEN, Robert, J. ,  BLINKEN, Robert, J., Jr. ,  GARNER, Merle, D. ,  KOENIG, William, J. ,  OLIVER, Billy, B.

IPC: H04M03/56

CPC classification number: H04M3/567 ,  H04M3/42365 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5054 ,  H04M2203/5063

Abstract: A method and apparatus for enhancing the operation of a teleconferencing system, utilizes a programmed service computer (42) to drive a bridge (10) which has a plurality of ports (14) for establishing communication with a plurality of conferees (18, 20, ... 34). The bridge includes a microprocessor which responds to a plurality of commands, each requiring information in the form of plural constant information responses and plural variable information responses. The constant information responses involve the status and identification for a conference and conferees of that conference. The variable response information is specific to each conferee. This may include first and last name for the conferee, as well as the conferee's telephone number. The programming of the service computer supplies the information responses to the microprocessor in the appropriate order for achieving functions, such as the addition, removal and changing of status for conferees. The service computer can also communicate with terminals of the conferees so that data can be passed from one conferee to another.

公开(公告)号：WO2017045307A1

公开(公告)日：2017-03-23

申请号：PCT/CN2015/099687

申请日：2015-12-30

Applicant: 小米科技有限责任公司

Inventor： 朱印 ,  王倩 ,  李兰

IPC: H04M1/725

CPC classification number: H04M1/72522 ,  G06F1/1626 ,  G06F3/041 ,  H04M1/57 ,  H04M1/72519 ,  H04M1/72583 ,  H04M2201/42 ,  H04M2250/22 ,  H04M2250/68 ,  H04W4/16

Abstract: 本公开是关于接听扩展功能显示方法及装置，所述接听扩展功能显示方法应用于第一终端上，包括：显示与第二终端的通话界面；当检测到用户针对所述通话界面的接听扩展操作时，确定对应的接听扩展功能；在所述通话界面上显示所述接听扩展功能对应的应用界面。因此，本公开可以根据用户的接听扩展操作直接在通话界面上显示对应的应用界面，便于用户执行对应的应用，简化了用户操作，还满足了用户的个性化需求，提高了用户体验。

公开(公告)号：WO2016191749A1

公开(公告)日：2016-12-01

申请号：PCT/US2016/034866

申请日：2016-05-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  KUMAR, Praphul ,  RISTOCK, Herbert Willi Artur ,  ZHAKOV, Vyacheslav

IPC: H04M3/523 ,  H04M3/51 ,  G06F3/0484 ,  G06Q30/00 ,  H04M3/22

CPC classification number: G06Q30/016 ,  G06Q10/10 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/523 ,  H04M2201/42 ,  H04M2203/355

Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Abstract translation: 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在被所述处理器执行时使得所述处理器在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。

公开(公告)号：WO2016168158A1

公开(公告)日：2016-10-20

申请号：PCT/US2016/027056

申请日：2016-04-12

Applicant: MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor： BRUNSCH, Devi ,  FAULKNER, Jason Thomas ,  SWIFT, Mark Robert

IPC: H04M1/725 ,  H04L12/58 ,  H04N7/14

CPC classification number: G06F3/0481 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1083 ,  H04M1/72547 ,  H04M1/72552 ,  H04M3/42382 ,  H04M3/567 ,  H04M2201/42 ,  H04M2203/1025 ,  H04N7/14 ,  H04N7/15

Abstract: Techniques for presenting a message in a communication session are described. In at least some embodiments, a message is sent by a participant in a communication session. The message is presented in a graphical user interface (GUI) for the communication session and visually linked to a visual representation of the participant. According to one or more implementations, a number of messages that are presented in a GUI for a communication session is throttled.

Abstract translation: 描述用于在通信会话中呈现消息的技术。 在至少一些实施例中，消息由参与者在通信会话中发送。 消息被呈现在用于通信会话的图形用户界面（GUI）中并且可视地链接到参与者的视觉表示。 根据一个或多个实现方式，在用于通信会话的GUI中呈现的多个消息被限制。

公开(公告)号：WO2015153472A1

公开(公告)日：2015-10-08

申请号：PCT/US2015/023366

申请日：2015-03-30

Applicant: ANGEL.COM INCORPORATED

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

Abstract translation: 呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。 呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。 呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。 在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。 基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。