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    Set-top box initiated contact center interaction
    1.
    发明申请
    Set-top box initiated contact center interaction 有权
    机顶盒启动联络中心互动

    公开(公告)号：US20080066127A1

    公开(公告)日：2008-03-13

    申请号：US11520332

    申请日：2006-09-13

    Applicant: Paul Schechinger ,  Steven Morrison ,  John Hernandez ,  Michael P. Lepore ,  Paul Russell ,  Jay Ferrandini ,  William Finnerty

    Inventor： Paul Schechinger ,  Steven Morrison ,  John Hernandez ,  Michael P. Lepore ,  Paul Russell ,  Jay Ferrandini ,  William Finnerty

    IPC: H04N5/44 ,  H04N7/173

    CPC classification number: H04N7/17318 ,  H04N21/4722 ,  H04N21/47815 ,  H04N21/4788 ,  H04N21/6581 ,  H04N21/812

    Abstract: In one embodiment, a method can include: (i) receiving a contact center interaction request via a device coupled to a display screen; (ii) accessing information about the device or a user of the device from a customer database of a content provider; and (iii) establishing an interaction path between the contact center and a viewer. The method can further include providing information to the user via the interaction path in response to a request by the user for the information. The device can be a set-top box (STB) or a cable card and the display screen can be a television, for example. Also, the content provider can be a cable or satellite television provider, for example.

    Abstract translation: 在一个实施例中，一种方法可以包括：（i）经由耦合到显示屏幕的设备接收联络中心交互请求; （ii）从内容提供商的客户数据库访问关于设备或设备的用户的信息; 和（iii）在联络中心和观众之间建立交互路径。 该方法还可以包括响应于用户对该信息的请求，经由交互路径向用户提供信息。 该设备可以是机顶盒（STB）或电缆卡，例如，显示屏可以是电视机。 另外，例如，内容提供商可以是有线或卫星电视提供商。

    Matching a contact to a resource set
    2.
    发明申请
    Matching a contact to a resource set 审中-公开
    将联系人与资源集匹配

    公开(公告)号：US20080065450A1

    公开(公告)日：2008-03-13

    申请号：US11520333

    申请日：2006-09-13

    Applicant: Kenneth D. Jordan ,  Lawrence Johnson ,  Michael P. Lepore ,  Paul Schechinger

    Inventor： Kenneth D. Jordan ,  Lawrence Johnson ,  Michael P. Lepore ,  Paul Schechinger

    IPC: G06F9/46

    CPC classification number: G06Q10/06 ,  G06Q10/063112

    Abstract: In one embodiment, a method can include: (i) receiving a new contact or resource availability indication in a contact center; (ii) matching one or more resources in response to an expressed need of the new contact using an aggregate of predetermined characteristics of the one or more resources; and (iii) arranging a session for communication between the new contact and at least one of the one or more resources. The one or more resources can include people or agents, and the session for communication can include a conference call, for example.

    Abstract translation: 在一个实施例中，一种方法可以包括：（i）在联络中心中接收新的联系人或资源可用性指示; （ii）响应于使用所述一个或多个资源的预定特征的总和的所述新联系人的表达需求来匹配一个或多个资源; 和（iii）安排一个会话，用于新联系人与一个或多个资源中的至少一个之间的通信。 一个或多个资源可以包括人或代理，并且用于通信的会话可以包括例如电话会议。

    Intelligent overload control for contact center
    3.
    发明授权
    Intelligent overload control for contact center 有权
    智能过载控制用于联络中心

    公开(公告)号：US09088658B2

    公开(公告)日：2015-07-21

    申请号：US11710076

    申请日：2007-02-23

    Applicant: Kenneth Jordan ,  Khaled A. Gouda ,  Paul Schechinger

    Inventor： Kenneth Jordan ,  Khaled A. Gouda ,  Paul Schechinger

    IPC: H04M15/00 ,  H04M3/523 ,  H04M3/42

    CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/5238 ,  H04M2203/551

    Abstract: Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

    Abstract translation: 具体实施例为联络中心提供智能过载控制。 在一个实施例中，确定接触中心处的过载状况。 当存在过载条件时，确定与联系人的连接的联系人评估度量。 联系人评估指标可以评估联系人的价值，例如联系人是高价值还是低价值联系人。 然后基于联系人评估度量来确定为联系人执行的动作。 例如，如果联系人被认为是高价值联系人，则可以对联系人进行维修; 然而，如果接触被认为是低值接触，那么接触可能会被间隙化。

    Intelligent overload control for contact center
    6.
    发明申请
    Intelligent overload control for contact center 有权
    智能过载控制用于联络中心

    公开(公告)号：US20080205611A1

    公开(公告)日：2008-08-28

    申请号：US11710076

    申请日：2007-02-23

    Applicant: Kenneth Jordan ,  Khaled A. Gouda ,  Paul Schechinger

    Inventor： Kenneth Jordan ,  Khaled A. Gouda ,  Paul Schechinger

    IPC: H04M15/00

    CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/5238 ,  H04M2203/551

    Abstract: Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

    Abstract translation: 具体实施例为联络中心提供智能过载控制。 在一个实施例中，确定接触中心处的过载状况。 当存在过载条件时，确定与联系人的连接的联系人评估度量。 联系人评估指标可以评估联系人的价值，例如联系人是高价值还是低价值联系人。 然后基于联系人评估度量来确定为联系人执行的动作。 例如，如果联系人被认为是高价值联系人，则可以对联系人进行维修; 然而，如果接触被认为是低值接触，那么接触可能会被间隙化。

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