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    Data acquisition and remote administration system
    182.
    发明授权
    Data acquisition and remote administration system 有权
    数据采集​​和远程管理系统

    公开(公告)号：US06473786B1

    公开(公告)日：2002-10-29

    申请号：US09328538

    申请日：1999-06-09

    Applicant: Gaetane A. Scouras ,  Robert Hasselbaum

    Inventor： Gaetane A. Scouras ,  Robert Hasselbaum

    IPC: G06F1516

    CPC classification number: H04L29/06 ,  H04L67/42 ,  H04M3/533 ,  H04M2201/42 ,  Y10S707/99934 ,  Y10S707/99953

    Abstract: A data acquisition and remote administration system for use during a communication session between at least one client computer and a computerized voice mail server computer system with the at least one client computer and the voice mail server computer system each having a mechanism for establishing a communication link therebetween with the means for establishing a communication link including address and connection information necessary to establish the communication link. The client computer has an application component and includes a mechanism for logging into the voice mail server computer system, once the communication link is established, for authorizing access to information of the voice mail server computer system. Once access is authorized, the system has a mechanism for requesting information, stored in an internal data base of the voice mail server computer system via use of a KERMIT data transfer protocol. The voice mail server computer system receives the KERMIT data transfer protocol and compiles a data set from the internal data base of the voice mail server computer system and transmits the compiled data set to the client computer using the KERMIT data transfer protocol. The client computer includes a mechanism for receiving the complied data set from the voice mail server computer system and storing the complied data set in a temporary storage area prior to sending the received data set to the application component.

    Abstract translation: 一种用于在至少一个客户计算机与计算机语音邮件服务器计算机系统之间的通信会话期间使用的数据采集和远程管理系统，其中至少一个客户端计算机和语音邮件服务器计算机系统各自具有用于建立通信链路 其间具有用于建立包括建立通信链路所需的地址和连接信息的通信链路的装置。 客户端计算机具有应用组件，并且一旦建立了通信链路，就包括用于登录语音邮件服务器计算机系统的机制，用于授权访问语音邮件服务器计算机系统的信息。 一旦访问被授权，系统具有通过使用KERMIT数据传输协议来存储在语音邮件服务器计算机系统的内部数据库中的信息的机制。 语音邮件服务器计算机系统接收KERMIT数据传输协议并从语音邮件服务器计算机系统的内部数据库编译数据集，并使用KERMIT数据传输协议将编译的数据集发送到客户端计算机。 客户端计算机包括用于从语音邮件服务器计算机系统接收已编制数据集的机制，并且在将接收到的数据集发送到应用组件之前将编译的数据集存储在临时存储区域中。

    Caller identification and voice/data synchronization for internet telephony and related applications
    184.
    发明申请
    Caller identification and voice/data synchronization for internet telephony and related applications 有权
    互联网电话和相关应用的来电显示和语音/数据同步

    公开(公告)号：US20020101853A1

    公开(公告)日：2002-08-01

    申请号：US09771991

    申请日：2001-01-30

    Inventor： Joseph Siegrist ,  Amen Zwa ,  Ian Hunter

    IPC: H04L012/66

    CPC classification number: H04M7/1295 ,  H04L67/02 ,  H04L67/1095 ,  H04L67/14 ,  H04L67/16 ,  H04L67/26 ,  H04L67/34 ,  H04M3/5191 ,  H04M7/00 ,  H04M7/0027 ,  H04M2201/42

    Abstract: An data packet network telephony system provides identification information of an end user terminal making an Internet telephone call to a call center terminal and provides a call center agent with the ability to cause an end user terminal making an Internet telephone call to display selected web pages and or to synchronize displays between the agent and end user terminals. In one embodiment, customer identification information is provided in-band. In another embodiment, customer identification information is accomplished out of band, in some cases using an identifier of the PSTN gateway as an index into a table to identify an end user terminal. In another embodiment, an agent may enter DTMF (dual tone multi-frequency tones) to push web pages to an end user terminal. In still other embodiments, a second communications link between the end user terminal and the agent's terminal is established, allowing for data sharing/synchronization.

    Abstract translation: 数据分组网电话系统提供向呼叫中心终端进行因特网电话呼叫的最终用户终端的识别信息，并向呼叫中心代理提供使终端用户终端进行因特网电话呼叫来显示所选网页的能力， 或者同步代理和终端用户终端之间的显示。 在一个实施例中，带内提供了客户识别信息。 在另一个实施例中，客户识别信息是在频带内完成的，在某些情况下使用PSTN网关的标识符作为表中的索引来标识终端用户终端。 在另一个实施例中，代理可以进入DTMF（双音多频音调）以将网页推送到终端用户终端。 在其他实施例中，建立终端用户终端和代理终端之间的第二通信链路，允许数据共享/同步。

    Graphical and schedule-based definition of a call-coverage path
    187.
    发明授权
    Graphical and schedule-based definition of a call-coverage path 有权
    呼叫覆盖路径的图形和基于计划的定义

    公开(公告)号：US06363143B1

    公开(公告)日：2002-03-26

    申请号：US09233009

    申请日：1999-01-19

    Applicant: John C. Fox

    Inventor： John C. Fox

    IPC: H04M342

    CPC classification number: H04M3/46 ,  H04M3/54 ,  H04M2201/42

    Abstract: A user defines their own call-coverage path (141) or other call-processing information by drawing a graphical flowchart (200) using an interactive GUI of a PC-based software application (140). Once the flowchart is drawn, it is activated with the push of a button, and that flowchart is now the logic that is applied to a user's coverage path. The call-coverage path (the flowchart) remains resident on the user's PC (103) and the communications switching system (101) retrieves call-coverage information from the PC whenever it must perform call coverage for that user. A plurality of different flowcharts may be drawn and stored on the PC, and then recalled and activated at any time as the present call-coverage path for the user. A call-coverage path may be activated by and/or for the user from anywhere on a LAN (104), WAN, or the Internet, so that the call-coverage path my be controlled remotely. Furthermore, the coverage-path system has the ability to consult with an on-line personal scheduling system 145 (such as a calendar program) executing on the user's PC or another machine networked with the user's PC. A call-coverage path may then be administered to contain logic (203) that refers to the personal scheduling system to obtain data, rather than having to have the data defined within the coverage-path system itself.

    Abstract translation: 用户通过使用基于PC的软件应用（140）的交互式GUI绘制图形流程图（200）来定义他们自己的呼叫覆盖路径（141）或其他呼叫处理信息。 一旦绘制了流程图，它就会按下一个按钮来激活，该流程图现在是应用于用户覆盖路径的逻辑。 呼叫覆盖路径（流程图）保持驻留在用户的PC（103）上，并且通信交换系统（101）每当必须对该用户执行呼叫覆盖时从PC检索呼叫覆盖信息。 可以将多个不同的流程图绘制并存储在PC上，然后在任何时间被调用并激活为用户的当前呼叫覆盖路径。 呼叫覆盖路径可以由LAN（104），WAN或因特网上的任何地方由用户和/或用户激活，使得我的远程控制呼叫覆盖路径。 此外，覆盖路径系统能够查询在用户的PC上执行的在线个人调度系统145（例如日历程序）或者与用户的PC联网的另一个机器。 然后可以管理呼叫覆盖路径以包含参考个人调度系统以获得数据的逻辑（203），而不是必须在覆盖路径系统本身内定义数据。

    Virtualized Computer Telephony Integrated Link for Enhanced Functionality in Call Centers
    188.
    发明申请
    Virtualized Computer Telephony Integrated Link for Enhanced Functionality in Call Centers 有权
    虚拟化计算机电话集成链路，用于呼叫中心的增强功能

    公开(公告)号：US20020012428A1

    公开(公告)日：2002-01-31

    申请号：US09478126

    申请日：2000-01-05

    Inventor： Igor Neyman ,  Michail Barsky ,  Alec Miloslavsky ,  Oleg Bondarelko ,  Valeriy Issayey ,  Andrei Petroy ,  Paul Karpenko

    IPC: H04M003/00 ,  H04M005/00

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

    Abstract: A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

    Abstract translation: 电话呼叫中心具有代理工作站，其具有连接到适于接收和切换到电话的常规电话呼叫的电话交换设备的站侧端口的电话以及连接在局域网（LAN）上的计算机平台。 还连接在LAN上的处理器具有广域网（WAN）端口，并且适于接收并分发来自WAN的计算机模拟电话呼叫到代理站处的计算机平台。 在个别代理站，电话和计算机平台通过电话应用编程接口（TAPI）兼容的桥连接。 代理工作站上两种类型的呼叫的状态由具有WAN连接的处理器传送到网络级路由器，WAN连接也可以接收计算机模拟的呼叫。 路由器然后可以基于代理状态相对于两种呼叫进行路由决定。

    Transfer-connect telephony services utilizing automated audio systems
    189.
    发明申请
    Transfer-connect telephony services utilizing automated audio systems 有权
    使用自动音频系统传输连接电话服务

    公开(公告)号：US20010053216A1

    公开(公告)日：2001-12-20

    申请号：US09588795

    申请日：2000-06-06

    Inventor： Yuri Shtivelman ,  Kenneth Scott Myers

    IPC: H04M003/42 ,  H04M003/00

    CPC classification number: H04M3/52 ,  H04M3/42306 ,  H04M3/42323 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M2201/42 ,  H04Q1/45 ,  Y10S379/90

    Abstract: A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected to a telephony switch, and an DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a re-routed call and re-associated with the call.

    Abstract translation: 与呼叫中心相关联的呼叫重定向系统将具有电话的代理站的计算机站上的接口，连接到电话交换机的处理器上执行的CTI应用程序和用于使用传输连接操作的DSP控制器 重新指导错误路由电话的协议。 在优选实施例中，与呼叫相关联的数据被传送到重新路由呼叫的新目的地并与呼叫重新关联。

    MONITORING SYSTEM FOR TELEPHONY RESOURCES IN A CALL CENTER
    190.
    发明申请
    MONITORING SYSTEM FOR TELEPHONY RESOURCES IN A CALL CENTER 失效
    电话中心电话资源监控系统

    公开(公告)号：US20010012356A1

    公开(公告)日：2001-08-09

    申请号：US08940546

    申请日：1997-09-30

    Inventor： RICHARD MCDUFF ,  WESLEY JON ATKINSON ,  DONALD L. RAVENSCROFT ,  GOPI SHANKAR ,  CRAIG KALEY ,  CRAIG ALAN BAXTER

    IPC: H04M003/00 ,  H04M005/00

    CPC classification number: H04M3/51 ,  H04M3/42323 ,  H04M3/5175 ,  H04M2201/42

    Abstract: An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.

    Abstract translation: 自动监控系统监控呼叫中心的电话资源。 呼叫中心可以包括代理站，代理站驻留处理呼叫。 监视服务器监视代理的呼叫活动以维护有关代理的状态信息，并收集关于代理的呼叫活动的统计信息。 这些统计信息被转发到在工作站或其他类型的计算机系统上运行的客户端程序。 客户端程序提供图形用户界面，并描述有关代理的状态信息作为接口的一部分。 图形用户界面还可以统计关于代理，代理主管，呼叫中心的业务客户端和呼叫中心的呼叫活动的统计。

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