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    • 9. 发明申请
    • METHOD AND SYSTEM FOR MANAGING INTERNET CALL CENTERS
    • 管理互联网呼叫中心的方法和系统
    • WO02056127A2
    • 2002-07-18
    • PCT/IL0200036
    • 2002-01-16
    • TELESPEAR MASHOV TECHNOLOGIESLEVI AVISHARABANI DAVID
    • LEVI AVISHARABANI DAVID
    • H04M3/51G06F
    • H04M3/5191
    • A PBX-based call center (40) retrofitted to enable the center's agents to handle both conventional telphonic calls via PBX (16) and data sessions on a computer network, and a method for its use. Each agent is supplied with a telephone (18), a computer (34), and a agent identification unit (AIU) (44) for sending network identification details of the computer (34) as outbound telephony signals to the PBX (16) via the telephone (18). When a server (30) receives an incoming data packet requesting the establishment of a data session with an agent, an incoming call generator (ICG) (42) sends a ring signal to the PBX (16) to request a link to an agent's telephone (18). When the selected agent answers the designated telephone (18), the ICG (42) sends to the designated telephone (18) interrogation telephony signals including a request for the network identification details. In response, the AIU (44) sends the network identification details as identification telephony signals.
    • 基于PBX的呼叫中心(40)进行改造,以使中心的代理能够通过PBX(16)和计算机网络上的数据会话来处理传统的电话呼叫及其使用方法。 每个代理被提供有电话(18),计算机(34)和代理识别单元(AIU)(44),用于通过经由所述代理识别单元(44)将计算机(34)的网络标识细节作为出站电话信号发送到PBX 电话(18)。 当服务器(30)接收到请求与代理建立数据会话的输入数据分组时,来电发生器(ICG)(42)向PBX(16)发送振铃信号,以请求到代理电话的链路 (18)。 当所选择的代理人回答指定的电话(18)时,ICG(42)向指定的电话(18)发送询问电话信号,其中包括对网络识别细节的请求。 作为响应,AIU(44)将网络识别细节作为识别电话信号发送。