公开(公告)号：US09215323B2

公开(公告)日：2015-12-15

申请号：US14472998

申请日：2014-08-29

Applicant: SATMAP International Holdings Limited

Inventor： Zia Chishti

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20150264179A1

公开(公告)日：2015-09-17

申请号：US14728521

申请日：2015-06-02

Applicant: SATMAP INTERNATIONAL HOLDINGS LTD.

Inventor： Zia CHISHTI

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

Abstract translation: 公开了一种在联络中心系统中处理联系人和代理人的技术。 在一个具体实施例中，这些技术可以被实现为用于处理联络中心系统中的联系人和代理的方法，包括将联系人和代理之间的交互的结果与用于将联系人与 代理商

公开(公告)号：US20150095484A1

公开(公告)日：2015-04-02

申请号：US14564001

申请日：2014-12-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur RISTOCK ,  Sergey I. FEDEROV

IPC: H04L12/803 ,  H04L12/24

CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract translation: 路由系统包括路由器，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。

公开(公告)号：US20150086004A1

公开(公告)日：2015-03-26

申请号：US14472998

申请日：2014-08-29

Applicant: SATMAP International Holdings Limited

Inventor： Zia Chishti

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US08824658B2

公开(公告)日：2014-09-02

申请号：US12266446

申请日：2008-11-06

Applicant: Zia Chishti

Inventor： Zia Chishti

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20140050310A1

公开(公告)日：2014-02-20

申请号：US14071033

申请日：2013-11-04

Applicant: Martin K. Moser

Inventor： Martin K. Moser

IPC: H04M3/42

CPC classification number: H04M3/42365 ,  H04M3/42195 ,  H04M3/42374 ,  H04M7/1235 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2201/38

Abstract: A system and method for automated connection triggered by availability status. The present invention includes a method of determining whether a connection request is pending to connect to a previously unavailable party and automatically making the connection now that the party is available. An alternate method includes generating a request to automatically connect to a party when the party becomes available. Application of embodiments of the present invention includes a telephony and/or an internet system.

Abstract translation: 由可用性状态触发的自动连接的系统和方法。 本发明包括一种确定连接请求是否等待连接到之前不可用的一方并且自动使该连接可用的连接的方法。 另一种方法包括在派对可用时生成自动连接到一方的请求。 本发明的实施例的应用包括电话和/或因特网系统。

公开(公告)号：US08499039B2

公开(公告)日：2013-07-30

申请号：US13460479

申请日：2012-04-30

Applicant: Debashis Haldar ,  Tong Zhou

Inventor： Debashis Haldar ,  Tong Zhou

IPC: G06F15/16

CPC classification number: H04M3/563 ,  H04L65/403 ,  H04L65/4061 ,  H04M2201/10 ,  H04M2203/2044

Abstract: A customized list of real-time conference participants are obtained by selecting one or more logical operators such as AND or OR and applying the one or more logical operators to conference groups the user has selected. The logical operators and selected conference groups are sent to a conference server, which applies the operator to the selected groups to arrive at a shortlist of conference participants. The invention is particularly useful for cellular telephones initiating a real-time conference using the Session Initiation Protocol (SIP) and a SIP server resident on a network.

Abstract translation: 通过选择一个或多个逻辑运算符如AND或OR获得实时会议参与者的定制列表，并将一个或多个逻辑运算符应用于用户选择的会议组。 逻辑运算符和选定的会议组被发送到会议服务器，会议服务器将运营商应用于所选择的组，以到达会议参与者的候选名单。 本发明对于使用会话发起协议（SIP）和驻留在网络上的SIP服务器发起实时会议的蜂窝电话特别有用。

公开(公告)号：US08311190B2

公开(公告)日：2012-11-13

申请号：US12342413

申请日：2008-12-23

Applicant: Barry Mark Caceres ,  Jessica Lynne Pamdeth

Inventor： Barry Mark Caceres ,  Jessica Lynne Pamdeth

IPC: H04M1/64

CPC classification number: H04M1/663 ,  H04M3/436 ,  H04M2201/10 ,  H04M2203/2072

Abstract: Methods and apparatus, including computer program products, implementing and using techniques for verifying incoming telephone calls to a telephone services subscriber. An incoming telephone call from a caller is received. A time variable including one or more of a current date, a day-of-week, and a time-of-day is determined. One or more challenge questions is selected from a pre-defined schedule, in response to determining the time variable. The schedule includes challenge questions for different time variables. The caller is subjected to the one or more challenge questions. At least one challenge response to one or more of the selected challenge questions is received. It is determined whether the at least one challenge response was an expected correct response. If the at least one challenge response was correct, an action is taken with respect to the incoming telephone call.

Abstract translation: 方法和装置，包括计算机程序产品，用于验证到电话服务订户的进入电话呼叫的实现和使用技术。 接收来自呼叫者的来电电话。 确定包括当前日期，星期几和日时间中的一个或多个的时间变量。 响应于确定时间变量，从预定义的时间表中选择一个或多个挑战问题。 时间表包括针对不同时间变量的挑战性问题。 呼叫者受到一个或多个挑战问题的影响。 接收对所选挑战问题中的一个或多个的至少一个挑战响应。 确定至少一个挑战响应是否是预期的正确响应。 如果至少一个挑战响应是正确的，则对于接收的电话呼叫采取动作。

公开(公告)号：US20120201363A1

公开(公告)日：2012-08-09

申请号：US13449244

申请日：2012-04-17

Applicant: James Siminoff

Inventor： James Siminoff

IPC: H04M11/00

CPC classification number: H04M3/53333 ,  H04M3/42102 ,  H04M3/42365 ,  H04M3/537 ,  H04M2201/10 ,  H04M2201/39 ,  H04M2203/4536

Abstract: Systems, methods and software product control voicemail transcription from a communication device. An audio mode is monitored within the communication device to determine a change in status between a sound-on mode and a sound-off mode. Automatic transcription of voicemail messages is enabled if the audio mode status transitions from sound-on to sound-off and automatic transcription of voicemail messages is disabled if the audio mode status transitions from sound-off to sound-on.

Abstract translation: 系统，方法和软件产品控制来自通信设备的语音邮件转录。 在通信设备内监视音频模式以确定声音模式和声音模式之间状态的变化。 如果音频模式状态从声音切换到声音切换，则自动转录语音邮件消息，并且如果音频模式状态从声音切换到开启声音，语音邮件消息的自动转录将被禁用。

公开(公告)号：US08175248B2

公开(公告)日：2012-05-08

申请号：US11701811

申请日：2007-02-02

Applicant: Rajeev Agarwal ,  David Ardman ,  Muneeb Master ,  David Andrew Mauro ,  Vijay R. Raman ,  Amy E. Ulug ,  Zulfikar Valli

Inventor： Rajeev Agarwal ,  David Ardman ,  Muneeb Master ,  David Andrew Mauro ,  Vijay R. Raman ,  Amy E. Ulug ,  Zulfikar Valli

IPC: H04M3/42

CPC classification number: H04M3/4931 ,  H04M2201/10 ,  H04M2201/39 ,  H04M2201/40

Abstract: A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.

Abstract translation: 介绍了一种消除歧义请求的方法和装置。 在一个实施例中，该方法包括从用户接收对信息的请求。 然后根据请求从后端数据库检索数据。 基于消歧系统的预定配置和检索的数据，动态地解决了请求内的模糊性。