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1. 发明专利

AU693462B2 Method and system for automatically monitoring the performance quality of call center service representatives 未知
公开(公告)号：AU693462B2
公开(公告)日：1998-07-02
申请号：AU7306294
申请日：1994-09-19
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MALONEY MICHAEL J , MCCALMONT DAVID T
IPC分类号： G07C1/10 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/51 , H04B3/46

2. 发明专利

CA2289508C METHOD AND SYSTEM FOR MONITORING CALL CENTER SERVICE REPRESENTATIVES 未知
公开(公告)号：CA2289508C
公开(公告)日：2006-08-22
申请号：CA2289508
申请日：1998-05-08
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MCCALMONT DAVID T , PATTISON JON A , MALONEY MICHAEL J , VIZARD PAUL A
IPC分类号： H04M3/50 , H04M3/36 , H04M3/42 , H04M3/51
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met. Alternatively, the method and system selectively play back portions of logged sessions that meet the scheduling criteria.

3. 发明专利

ES2138649T3 未知
公开(公告)号：ES2138649T3
公开(公告)日：2000-01-16
申请号：ES94306838
申请日：1994-09-19
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MALONEY MICHAEL J , MCCALMONT DAVID T
IPC分类号： G07C1/10 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/51 , G07C3/00 , H04M3/60

4. 发明专利

AU6340498A Method and system for transferring calls and call-related data between a plurality of call centers 未知
公开(公告)号：AU6340498A
公开(公告)日：1998-09-18
申请号：AU6340498
申请日：1998-02-27
申请人： TEKNEKRON INFOSWITCH CORP
发明人： HURD MICHAEL D , MALONEY MICHAEL J , HITSON BRUCE L , MCCALMONT DAVID T
IPC分类号： H04M3/42 , H04M3/51 , H04M3/523 , H04M3/58 , H04M7/00 , H04M3/50 , H04M11/06
摘要： A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call. A second voice instrument and a second contact control server are coupled to the second call distribution circuit. The second voice instrument receives the voice component. The second contact control server receives the data component via a second communication path from the first contact control server. The second contact control server associates the data component and the voice component using the identifier. A second workstation, coupled to the second contact control server, receives the data component.

5. 发明专利

CA2289508A1 METHOD AND SYSTEM FOR MONITORING CALL CENTER SERVICE REPRESENTATIVES 未知
公开(公告)号：CA2289508A1
公开(公告)日：1998-11-19
申请号：CA2289508
申请日：1998-05-08
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MALONEY MICHAEL J , MCCALMONT DAVID T , PATTISON JON A , VIZARD PAUL A
IPC分类号： H04M3/36 , H04M3/42 , H04M3/51 , H04M3/50
摘要： A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met. Alternatively, the method and system selectively play back portions of logged sessions that meet the scheduling criteria.

6. 发明专利

AU677393B2 Method and system for transferring calls and call-related data between a plurality of call centres 未知
公开(公告)号：AU677393B2
公开(公告)日：1997-04-24
申请号：AU6730694
申请日：1994-07-04
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MALONEY MICHAEL J , HITSON BRUCE L , MCCALMONT DAVID T
IPC分类号： H04M3/42 , H04M3/51 , H04M3/523 , H04M3/58 , H04M7/00 , H04M11/06 , H04L12/48
摘要： This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor or similar routing device to route the voice component to an available customer service representative. The routing device then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.

7. 发明专利

AU672512B2 Method and system for integrating a plurality of call center agent performance enhancement modules 未知
公开(公告)号：AU672512B2
公开(公告)日：1996-10-03
申请号：AU7156794
申请日：1994-08-30
申请人： TEKNEKRON INFOSWITCH CORP
发明人： MCCALMONT DAVID T , HITSON BRUCE L , MALONEY MICHAEL J
IPC分类号： H04M3/36 , H04M3/51 , H04M3/523 , H04M11/08 , H04Q9/02

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