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1. 发明授权

US06798877B2 Enhanced end user automatic call distributor control 有权
标题翻译：增强终端用户自动呼叫分配器控制
公开(公告)号：US06798877B2
公开(公告)日：2004-09-28
申请号：US09886795
申请日：2001-06-21
申请人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
发明人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
IPC分类号： H04M3523
CPC分类号： H04M3/5191 , H04M3/523 , H04M2203/2011
摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
摘要翻译：一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。呼叫者接收有关一个或多个ACD中队列状态的信息。如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制。呼叫者可以准备在呼叫者等待时传送给应答代理的信息。有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。

2. 发明授权

US06850612B2 End user automatic call distributor network control 有权
标题翻译：终端用户自动呼叫分配器网络控制
公开(公告)号：US06850612B2
公开(公告)日：2005-02-01
申请号：US09886804
申请日：2001-06-21
申请人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
发明人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
IPC分类号： H04M3/51 , H04M3/523 , H04M3/533 , H04M3/00
CPC分类号： H04M3/523 , H04M3/5166 , H04M3/5238 , H04M3/533 , H04M2203/2011
摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
摘要翻译：一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。呼叫者接收有关一个或多个ACD中队列状态的信息。如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制。呼叫者可以准备在呼叫者等待时传送给应答代理的信息。有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。

3. 发明授权

US06813349B2 Communication of user data to an automatic call distributor agent 有权
标题翻译：将用户数据传送到自动呼叫分配器代理
公开(公告)号：US06813349B2
公开(公告)日：2004-11-02
申请号：US09886790
申请日：2001-06-21
申请人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
发明人： John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
IPC分类号： H04M3523
CPC分类号： H04M3/523 , H04M3/5166 , H04M3/533 , H04M2203/2011
摘要： A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
摘要翻译：一种用于由呼叫者控制ACD或ACD网络的自动呼叫分配器（ACD）队列的管理以及向ACD代理传送数据的方法和装置。呼叫者接收有关一个或多个ACD中队列状态的信息。如果主叫方希望与特定的代理进行通信，那么该代理的等待时间将提供给呼叫者。呼叫者可以选择特定的代理，并且当该代理可用时可以连接到受ACD队列的其他限制的情况。呼叫者可以准备在呼叫者等待时传送给应答代理的信息。有利地，当呼叫者到达队列的顶部时，呼叫者可以考虑到与特定的代理或第一可用代理相关联的不同的等待时间，呼叫者可以控制哪个代理或哪个代理组应该响应他/她的呼叫。

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