-
公开(公告)号：US09955012B2
公开(公告)日：2018-04-24
申请号：US12710544
申请日：2010-02-23
Applicant: Aleksandr Stolyar , Martin Ira Reiman , Nikolay Korolev , Vladimir Mezhibovsky , Herbert Ristock
Inventor： Aleksandr Stolyar , Martin Ira Reiman , Nikolay Korolev , Vladimir Mezhibovsky , Herbert Ristock
CPC classification number: H04M3/523 , H04M3/42042 , H04M3/42365 , H04M2201/14
Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
-
公开(公告)号：US09917951B1
公开(公告)日：2018-03-13
申请号：US15260513
申请日：2016-09-09
Applicant: UIPCO, LLC
Inventor： Peter H. McKenna , Darrius M. Jones , Kory Michael Upton , Enrique Tamayo , Allen J. Guidry , Julio Estevez-Breton
CPC classification number: H04M3/5235 , G06Q30/0202 , H04M3/42068 , H04M3/436 , H04M3/4365 , H04M3/5232 , H04M3/5238 , H04M2201/14 , H04M2203/555
Abstract: Methods and systems for routing calls based on a minimum expected delay, classification, and priority of the call are provided. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.
-
公开(公告)号：US09876907B1
公开(公告)日：2018-01-23
申请号：US15410408
申请日：2017-01-19
Applicant: Noble Systems Corporation
Inventor： Mary-Tabitha Lumsden , Karl H. Koster
CPC classification number: H04M3/5158 , H04M3/42102 , H04M3/42348 , H04M3/432 , H04M2201/14 , H04M2201/18 , H04M2203/2072
Abstract: A call record processing module retrieves call records from a database associated with accounts to be dialed, either as voice calls or text calls, wherein the called party may have a plurality of postal addresses indicated in the call record. A most restrictive calling window for a dialer by the call record processing module the multiple postal addresses of the account, along with other information in the call record, such as the telephone number. This information is then used to either schedule a time for originating a call or determining whether the call can originate currently. In other embodiments, the determination of the calling window may be modified by other restrictions, such as do not call lists, prior call attempts, state regulations, etc. Once the plurality of potential states are known, various regulations can be consulted for determining whether or when to originate the call.
-
公开(公告)号：US09838539B2
公开(公告)日：2017-12-05
申请号：US15250126
申请日：2016-08-29
Applicant: 8x8, Inc.
Inventor： Robert Townsend
CPC classification number: H04M3/5175 , H04M3/436 , H04M3/51 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M15/80 , H04M15/8027 , H04M2201/12 , H04M2201/14 , H04M2201/18
Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.
-
125.发明授权公开(公告)号：US09736307B1
公开(公告)日：2017-08-15
申请号：US15259562
申请日：2016-09-08
Applicant: Noble Systems Corporation
Inventor： James K. Noble, Jr.
CPC classification number: H04M3/523 , H04L65/1006 , H04L65/1069 , H04L65/1096 , H04M3/02 , H04M3/5141 , H04M3/5235 , H04M15/60 , H04M2201/14 , H04M2203/2033 , H04M2207/08 , H04Q3/0025 , H04Q2213/204 , H04Q2213/378
Abstract: Modifications to the call acceptance process in a call handler allows determination of how to process a call before the call is answered. In one embodiment a call handler receives an incoming call notification message that include call related information, such as the calling and called telephone numbers. A call acceptance timer is started after the incoming call notification message is received. Prior to accepting the call, the call handler uses the call related information to ascertain an appropriate queue and an available agent in that queue. If an appropriate agent is available, the timer is stopped, the call is accepted, and the call is routed to the appropriate agent. If an agent is not available, then upon expiry of the timer, the call is accepted and an announcement may be played to the calling party, while awaiting for an agent to become available.
-
Patent Agency Ranking
公开(公告)号：US20170155770A1
公开(公告)日：2017-06-01
申请号：US15431308
申请日：2017-02-13
Inventor： Michael Rybachenko , Ivan Lysiuk
IPC: H04M3/523
CPC classification number: H04M3/5235 , H04M3/5232 , H04M3/5233 , H04M2201/14 , H04M2201/16
Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.
-
公开(公告)号：US09635185B2
公开(公告)日：2017-04-25
申请号：US15077158
申请日：2016-03-22
Applicant: James Luke Sontag , Robert Angelo DiFalco , Joel Gregg Norvell
Inventor： James Luke Sontag , Robert Angelo DiFalco , Joel Gregg Norvell
CPC classification number: H04M3/563 , H04L65/1069 , H04L65/403 , H04M3/2218 , H04M3/42008 , H04M3/42221 , H04M3/432 , H04M3/565 , H04M7/006 , H04M2201/14 , H04M2203/5063 , H04N7/147 , H04N7/15
Abstract: A system registers participant information and inter-participant relationship information, and then, at variable times, selects two or more participants with a pre-existing relationship and attempts to establish a communication link between them. At least one of the participants is notified that the communication link will be attempted, shortly before the attempt is made. The identities of the selected participants are withheld from at least one of the participants (and potentially from all of the participants), so the call is a partial surprise (i.e., the participant may know the set of possible people from whom the call could be, but does not know exactly which person or people are calling until he answers the call). A number of applications are described and claimed.
-
128.发明申请公开(公告)号：US20170070630A1
公开(公告)日：2017-03-09
申请号：US15234516
申请日：2016-08-11
Applicant: CANON KABUSHIKI KAISHA
Inventor： Yasuhiro Kozuka , Keishi Inaba
CPC classification number: H04N1/00891 , H04M3/02 , H04M2201/14 , H04M2201/52 , H04N1/00302 , H04N1/00896
Abstract: There is provided a communication apparatus to which a telephone is connectable. While the telephone is disconnected from a telephone line, the communication apparatus shifts to a power saving mode. If an incoming call is detected in the power saving mode, the communication apparatus is returned from the power saving mode, and then controls to switch connection between the telephone and the telephone line in accordance with preset setting of an operation at the time of an incoming call.
Abstract translation: 提供了可连接电话的通信装置。 当电话与电话线断开时，通信装置转换到省电模式。 如果在省电模式下检测到来电，则通信装置从省电模式返回，然后根据在进入时的操作的预设设置来控制电话和电话线之间的连接 呼叫。
-
公开(公告)号：US09544437B2
公开(公告)日：2017-01-10
申请号：US14543155
申请日：2014-11-17
Applicant: AT&T Mobility II LLC
Inventor： Michael Robert Zubas , Brian Rainer , William J. Sigmund
CPC classification number: H04M3/53366 , H04M1/7255 , H04M1/72583 , H04M3/533 , H04M3/53333 , H04M3/537 , H04M2201/14 , H04M2201/36 , H04M2203/253 , H04N7/147
Abstract: A method for managing visual voicemail messages includes displaying a list of voicemail messages on a telecommunications handset, receiving user commands for operating on the voicemail messages including a delete message command and in response to a delete message command, marking a voicemail message for deletion with a delete timestamp and moving the voicemail message to a Deleted Messages folder. A Deleted Message Age Indicator function processes to control permanent deletion of voicemail messages in the Deleted Messages folder based on delete timestamps and a global Delete Time value in cooperation with a visual voicemail platform.
Abstract translation: 用于管理可视语音邮件消息的方法包括在电信手机上显示语音邮件消息的列表，接收用于对包括删除消息命令的语音邮件消息进行操作的用户命令，并且响应于删除消息命令，标记用于删除的语音邮件消息 删除时间戳，并将语音邮件消息移动到已删除邮件文件夹。 删除的消息年龄指示器功能处理以根据删除时间戳和与可视语音邮件平台合作的全局删除时间值来控制在“已删除邮件”文件夹中永久删除语音邮件消息。
-
公开(公告)号：US20160366278A1
公开(公告)日：2016-12-15
申请号：US15250126
申请日：2016-08-29
Applicant: 8x8, Inc.
Inventor： Robert Townsend
CPC classification number: H04M3/5175 , H04M3/436 , H04M3/51 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M15/80 , H04M15/8027 , H04M2201/12 , H04M2201/14 , H04M2201/18
Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.
-
-
-
-
-
-
-
-
-
Search Results
650
records
(took 0.021 seconds)
