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51. 发明公开

KR1020120056847A 고객 접촉 시스템 및 방법 有权
标题翻译：客户联系的系统和方法
公开(公告)号：KR1020120056847A
公开(公告)日：2012-06-04
申请号：KR1020127006958
申请日：2010-08-25
申请人： 아마존 테크놀로지스, 인크.
发明人： 제이존알. , 대쉬제레미에이. , 저드킨스브록에이. , 카우프만도날드엘. , 린영-천 , 샤프레이몬드피. , 설리반조셉디. , 웨이랜드토마스제이. , 키드와이타우시프
IPC分类号： H04M3/42 , H04M3/51 , H04M7/00 , H04M3/523 , G06Q30/06
CPC分类号： H04M7/003 , G06Q30/0603 , H04M3/42195 , H04M3/42365 , H04M3/5191 , H04M3/5231
摘要： 퍼스널 컴퓨팅 디바이스의 사용자는 네트워크-기반 서비스에 의하여 제공된 사용자 인터페이스에 디스플레이된 관심 있는 아이템을 식별할 수도 있고, 더 많은 정보를 획득할 수도 있다. 사용자는 더 많은 정보를 획득하기 위하여 접촉 분배 시스템과 통신 상태에 있는 접촉 서비스에 하나 또는 그 이상의 전자 접촉 요청들을 제출할 수도 있다. 접촉 분배 시스템은 서비스 에이전트들의 정확한 실시간 이용 가능성을 결정하고, 고객과 에이전트 사이의 통신들을 사용자에 의하여 제공된 사용자 접촉 정보에 부합되게 설립되도록 한다.

52. 发明公开

KR1020080035153A 리라우팅 기능을 갖는 전국대표번호 서비스 제공 콜센터,시스템, 및 방법 有权
标题翻译：拨号中心，系统和方法提供国家代表号码转发业务
公开(公告)号：KR1020080035153A
公开(公告)日：2008-04-23
申请号：KR1020060101433
申请日：2006-10-18
申请人： 주식회사 케이티
发明人： 구민석 , 김재호
IPC分类号： H04M3/42 , H04M3/51 , H04M3/523
CPC分类号： H04M3/42306 , H04M3/5133 , H04M3/5231
摘要： A call center, a system and a method for providing a nationwide representative number service having a re-routing function are provided to allow a call center to directly designate/change phone numbers of the second and third consultants to thus effectively connect a call from a user to the consultants. The first consultant terminal(24) establishes a traffic channel with a user terminal(10) with respect to a service call, and requests re-routing for the second consultation according to a request of the user terminal. An interface unit manages a phone number of a special consultant terminal for the second consultation and transmits the phone number of the special consultant terminal designated by the first consultant terminal to an intelligent network to connect the call between the user terminal and the special consultant terminal. An IP(Internet Protocol) PBX(Private Branched eXchange)(21) connects the first consultant terminal to a PSTN(Public Switched Telephone Network) and connects the first consultant terminal to the interface unit. A gateway(23) verifies validity of data to be transmitted from the interface unit to the intelligent network, and performs protocol conversion to allow the data to be transmitted to the intelligent network via a communication network.
摘要翻译：提供一种用于提供具有重路由功能的全国代表号码业务的呼叫中心，系统和方法，以允许呼叫中心直接指定/更改第二和第三顾问的电话号码，从而有效地连接来自用户到顾问。第一咨询终端（24）根据用户终端的请求与用户终端（10）建立与业务呼叫相关的业务信道，并根据用户终端的请求请求重新路由进行第二次咨询。接口单元管理用于第二次咨询的特殊顾问终端的电话号码，并将由第一顾问终端指定的专用顾问终端的电话号码发送到智能网络，以连接用户终端和特殊顾问终端之间的呼叫。 IP（互联网协议）PBX（专用分支交换机）（21）将第一顾问终端连接到PSTN（公共交换电话网络），并将第一顾问终端连接到接口单元。网关（23）验证要从接口单元发送到智能网络的数据的有效性，并且执行协议转换以允许数据经由通信网络发送到智能网络。

53. 发明公开

KR1020060038894A 단문메시지를 이용한 음성파일 전송시스템 및 방법 无效
标题翻译：使用短消息发送语音文件的方法及其方法
公开(公告)号：KR1020060038894A
公开(公告)日：2006-05-04
申请号：KR1020050007959
申请日：2005-01-28
申请人： 주식회사 업스타트
发明人： 유재흥
IPC分类号： H04M3/523 , H04M3/42 , H04M3/487
CPC分类号： H04M3/5231 , H04M3/42382 , H04M3/487
摘要： 단문메시지를 이용한 음성파일 전송시스템 및 그 방법이 개시된다. 메시지수신부는 발신자의 통신단말기로부터 수신자정보가 포함된 단문메시지를 수신한다. 콜백호연결부는 수신된 단문메시지로부터 검출된 발신자의 통신단말기번호를 기초로 발신자의 통신단말기와 콜백호를 연결한다. 음성파일생성부는 콜백호가 연결되면 발신자의 통신단말기로 수신자에게 전달할 음성메시지를 입력하도록 지시하는 안내방송을 출력하고, 발신자로부터 입력받은 음성메시지를 녹음하여 발신자에 대응하는 음성파일을 생성한다. 파일전송부는 생성된 음성파일을 수신자정보에 대응하는 소정의 서버로 전송한다. 본 발명에 따르면, 발신자의 필요에 따라 언제 어디서든 통신단말기가 제공하는 단문메시지 전송기능을 이용하여 저렴한 비용으로 신속하게 수신자에게 음성메시지를 전송할 수 있다.
단문메시지, 콜백호, 이메일, 음성파일, 웹페이지

54. 发明专利

ZA8101954B APPARATUS FOR USE IN A TELEPHONE EXCHANGE 未知
公开(公告)号：ZA8101954B
公开(公告)日：1982-04-28
申请号：ZA8101954
申请日：1981-03-24
申请人： SIEMENS AG
发明人： STEUER B , HONOLD H , KURZ W , KOSSAKOWSKI M
IPC分类号： H04M3/58 , H04M3/42 , H04M3/48 , H04M3/51 , H04M3/523 , H04M3/533 , H04Q3/42 , H04M
CPC分类号： H04M3/48 , H04M3/51 , H04M3/5231 , H04M3/533 , H04M3/53341 , H04Q3/42

55. 发明申请

WO2015134818A1 CONVERSATION ASSISTANT 审中-公开
标题翻译：对话助理
公开(公告)号：WO2015134818A1
公开(公告)日：2015-09-11
申请号：PCT/US2015/019072
申请日：2015-03-05
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： KONIG, Yochai , ANKRI, Morad , ZHAKOV, Vyacheslav , TE BOOIJ, Merijn , GOPALLA, Kentis
IPC分类号： H04M3/51
CPC分类号： H04M3/51 , H04M3/5231 , H04M3/5238 , H04M7/0027 , H04M7/003 , H04M2203/551
摘要： An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.
摘要翻译：一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。

56. 发明申请

WO2014177917A1 APPARATUS AND METHOD FOR MANAGING QUEUES OF CALLS ADDRESSED TO A PLURALITY OF OPERATORS 审中-公开
标题翻译：用于管理针对多个操作者的呼叫队列的装置和方法
公开(公告)号：WO2014177917A1
公开(公告)日：2014-11-06
申请号：PCT/IB2013/053482
申请日：2013-05-02
申请人： YOUR VOICE S.P.A.
发明人： AGOSTINI, Luca
IPC分类号： H04M3/523 , H04M3/428
CPC分类号： H04M3/5238 , H04M3/4285 , H04M3/5231 , H04M2203/2083
摘要： An apparatus for managing queues of calls addressed to a given addressee (10), wherein a plurality of agents (A!...An) are in charge of answering said calls, said apparatus comprising: an input interface (20) for receiving calls addressed to said given addressee ( 10); an output interiace (30) for sending calls to said given addressee ( 10); a processing unit (40). connected to said input interlace (20) and lo said output interlace (30) and configured to: receive an incoming call, addressed to said given addressee (10), through said input interface (20); determine an estimated waiting time (ET) for said call, said estimated waiting time (H I") being representative of an estimated time that will elapse before one of.said agents (ΑΙ,,.Αη) becomes available to pick up said call; communicate at least said estimated waiting time (ET) lo the caller who is making said coll; receive instructions from said caller following communication of said estimated waiting time (IT); make an outgoing call to said given addressee (10) through said output interface (30); receive a confirmation signal (S) from one of said agents (Al...An) when said agent becomes available to pick up said outgoing call: connect said caller to said agent through said outgoing call.
摘要翻译：一种用于管理寻址到给定收件人（10）的呼叫队列的装置，其中多个代理（A！... An）负责应答所述呼叫，所述装置包括：输入接口（20），用于接收呼叫发给给定收件人（10）; 用于向所述给定收件人（10）发送呼叫的输出间隔（30）; 处理单元（40）。连接到所述输入交错（20）和所述输出交错（30）并且被配置为：通过所述输入接口（20）接收寻址到所述给定收件人（10）的呼入; 确定所述呼叫的估计等待时间（ET），所述估计等待时间（HI“）表示在所述代理之一（＆Agr;＆Igr。,,。＆Agr;＆eegr）可用之前将经过的估计时间接收所述呼叫;至少通信正在进行所述coll的呼叫者的所述估计等待时间（ET）;在所述估计等待时间（IT）的通信之后从所述呼叫者接收指令;向所述给定收件人发出呼出 10）通过所述输出接口（30）;当所述代理可用于接收所述呼出呼叫时，从所述代理（Al ... An）之一接收确认信号（S）：通过所述传出将所述呼叫者连接到所述代理呼叫。

57. 发明申请

WO2014040478A1 一种用户满意度管理系统及其进行呼叫管理的方法审中-公开
公开(公告)号：WO2014040478A1
公开(公告)日：2014-03-20
申请号：PCT/CN2013/081913
申请日：2013-08-20
申请人：中兴通讯股份有限公司
发明人：柯文锋
IPC分类号： H04M3/51 , H04M3/42
CPC分类号： H04M3/5231
摘要：本发明公开了一种用户满意度管理系统及其进行呼叫管理的方法，所述方法包括：获取核心网侧检测到的呼叫中心座席与用户间异常呼叫的检测消息；提取所述检测消息中携带的失败原因码，并根据所述失败原因码判定本次异常呼叫的类型；基于所述异常呼叫的类型以及预先设定的回拨策略，判断呼叫中心侧是否需要呼叫回拨，当需要时，通知呼叫中心向所述用户发起呼叫。本发明所述方法在不影响原有呼叫系统呼叫功能及流程的情况下，将用户满意度管理系统叠加到呼叫中心系统上，并通过用户满意度管理系统完成对异常呼叫的原因提取、分析等，实现对非用户原因导致的呼叫中断进行合理性的呼叫回拨，很好地解决了用户服务满意度下降的问题。

58. 发明申请

WO2013175426A1 METHOD AND SYSTEM FOR ENTERPRISE RECORDING OF CELLULAR DEVICE COMMUNICATIONS 审中-公开
标题翻译：企业记录细胞器件通信的方法和系统
公开(公告)号：WO2013175426A1
公开(公告)日：2013-11-28
申请号：PCT/IB2013/054266
申请日：2013-05-23
申请人： BOOMERING COMMUNICATION (2005) LTD
发明人： AHARON, Avihai
IPC分类号： H04M3/42 , H04M11/00
CPC分类号： H04W12/02 , H04L63/30 , H04L65/1006 , H04L65/1053 , H04L65/4038 , H04M3/42221 , H04M3/5231
摘要： A system and method for providing recording services for communications to or from at least one Enterprise Mobile Device (EMD), the system including an Enterprise Compliance Server (ECS) and an Enterprise Recording System (ERS). The ECS receives a Enterprise Mobile Device (EMD) communication request through a signaling channel from a Mobile Network Operator (MNO) upon an initiation of an EMD communication. The ECS then authenticates the EMD communication request, receiving an EMD communication. The ECS then sends the EMD communication to the ERS and the ERS is records the communication. If the communication is a voice call the ECS then conferences the call to an Enterprise Customer (EC).
摘要翻译：一种为至少一个企业移动设备（EMD）提供通信的记录服务的系统和方法，该系统包括企业合规服务器（ECS）和企业记录系统（ERS）。在启动EMD通信时，ECS通过来自移动网络运营商（MNO）的信令信道接收企业移动设备（EMD）通信请求。 ECS然后认证EMD通信请求，接收EMD通信。 ECS然后将EMD通信发送到ERS，ERS记录通信。如果通信是语音呼叫，则ECS会议呼叫到企业客户（EC）。

59. 发明申请

WO2013014426A1 A CALLBACK NOTIFICATION SYSTEM 审中-公开
标题翻译：电话通知系统
公开(公告)号：WO2013014426A1
公开(公告)日：2013-01-31
申请号：PCT/GB2012/051742
申请日：2012-07-20
申请人： ORDERLY MIND LIMITED , KING, Matthew
发明人： KING, Matthew
IPC分类号： H04M3/523
CPC分类号： H04M3/5231 , H04M3/42382 , H04M3/5232 , H04M3/5238
摘要： A method mediated by a Service for automatically connecting callers to agents at a call centre environment with a callback system using a communication network. The method comprises receiving at the Service a call from a Caller to a Destination and placing a call from the Service to the Destination. The Callers number is determined, e.g. using the caller ID, and the caller disconnects after hearing a menu offering the callback by making a choice using the keypad. The method continues by determining that an Agent at the Destination has answered or is about to answer the placed call. The Callers is notified that an Agent has answered or is about to answer the placed call for example by sending the caller an SMS prompting the caller to dial the service again. Receiving at the Service a further call from the Caller, and connecting the Caller to the Agent. The method may advantageously be used in combination with an App for a smartphone.
摘要翻译：用于通过使用通信网络的回呼系统在呼叫中心环境处自动将呼叫者连接到座席的方法。该方法包括在服务处接收来自呼叫者到目的地的呼叫，并将来自服务的呼叫发送到目的地。呼叫者号码被确定，例如使用呼叫者ID，并且通过使用键盘进行选择，在听到提供回调的菜单之后，呼叫者断开连接。该方法通过确定目的地的代理已经应答或即将回答所放置的呼叫来继续。呼叫者被通知代理已经回答或即将回答已放置的呼叫，例如通过发送呼叫者短信，提示呼叫方再次拨打服务。在服务中接收来电者的进一步呼叫，并将呼叫者连接到代理。该方法可以有利地与用于智能电话的App组合使用。

60. 发明申请

WO2004021127A3 METHOD AND APPARATUS FOR PLANNING RESOURCES BASE ON EVENTS IN A MASTER QUEUE 审中-公开
标题翻译：基于大型队伍活动的资源规划方法与装置
公开(公告)号：WO2004021127A3
公开(公告)日：2004-07-22
申请号：PCT/US0326935
申请日：2003-08-27
申请人： GENESYS TELECOMM LAB INC
发明人： PETROVYKH YEVGENIY
IPC分类号： H04L12/24 , H04L12/58 , H04L29/06 , H04L29/08 , H04M3/22 , H04M3/36 , H04M3/51 , H04M3/523 , H04M7/00 , H04M7/12 , H04Q3/64 , H04L12/56
CPC分类号： H04M3/5191 , H04L29/06027 , H04L41/18 , H04L43/06 , H04L43/0817 , H04L51/00 , H04L51/04 , H04L63/0281 , H04L65/1016 , H04L65/4007 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5175 , H04M3/5183 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04M2203/402 , H04M2203/4536 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
摘要： A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a queue has a first interface for accessing information from the queue (1300), a second interface for accessing information from data source about workforce availability and state information (1302), a processing component for processing queue information and workforce information (1303), and a message generation and delivery component for generating a workforce allocation and recommendation based on processing results (1304) and sending the recommendation to a target entity (1305).
摘要翻译：一种用于基于在队列中表示的事件的需求来推荐在通信中心中的人力资源分配的软件应用程序具有用于从队列（1300）访问信息的第一接口，用于从数据源访问有关劳动力可用性和状态信息的信息的第二接口（1302），用于处理队列信息和劳动力信息的处理组件（1303），以及用于基于处理结果（1304）生成劳动力分配和推荐并将所述推荐发送到目标实体的消息生成和递送组件（1305）。

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