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1. 发明申请

US20080043728A1 Apparatus and Methods for Coordinating Telephone and Data Communications 审中-公开
标题翻译：用于协调电话和数据通信的装置和方法
公开(公告)号：US20080043728A1
公开(公告)日：2008-02-21
申请号：US11924773
申请日：2007-10-26
申请人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
发明人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
IPC分类号： H04M3/42
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

2. 发明申请

US20080043955A1 Escalatory Reactive Call Routing 审中-公开
标题翻译：升级无功呼叫路由
公开(公告)号：US20080043955A1
公开(公告)日：2008-02-21
申请号：US11924833
申请日：2007-10-26
申请人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

3. 发明申请

US20080049929A1 Skill-Based Real-time Call Routing in Telephony Systems 审中-公开
标题翻译：电话系统中基于技能的实时呼叫路由
公开(公告)号：US20080049929A1
公开(公告)日：2008-02-28
申请号：US11926385
申请日：2007-10-29
申请人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
发明人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

4. 发明申请

US20080046531A1 System for Routing Electronic Mails 审中-公开
标题翻译：电子邮件路由系统
公开(公告)号：US20080046531A1
公开(公告)日：2008-02-21
申请号：US11926339
申请日：2007-10-29
申请人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： G06F15/16
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

5. 发明申请

US20080043975A1 Dynamic Re-routing 审中-公开
标题翻译：动态重路由
公开(公告)号：US20080043975A1
公开(公告)日：2008-02-21
申请号：US11924963
申请日：2007-10-26
申请人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
发明人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
IPC分类号： H04M7/00
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

6. 发明授权

US06286033B1 Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation 有权
标题翻译：使用可扩展标记语言（XML）分发计算机集成电话（CTI）脚本进行混合平台分发和第三方操作的方法和装置
公开(公告)号：US06286033B1
公开(公告)日：2001-09-04
申请号：US09561139
申请日：2000-04-28
申请人： Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： G06F1727
CPC分类号： H04M3/5183 , G06F17/2247 , G06F17/2264 , H04M3/5237
摘要： A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.
摘要翻译：提供了一种用于分发面向对象的CTI脚本的基于网络的系统。该系统包括至少一个能够产生和分发CTI脚本的面向对象编程系统的源通信中心，至少一个接收通信中心，该中心支持面向对象的编程系统，用于接收和实现CTI 脚本，在源通信中心内安装和操作的描述符语言转换器应用程序的实例以及在接收通信中心内安装和操作的描述符语言转换器应用程序的实例。源中心使用自己的面向对象编程系统创建CTI脚本，使用描述符语言转换器将面向对象的脚本转换为描述符语言，并通过网络分发描述符语言脚本，其中接收通信中心接收描述语言脚本并解释语言，使用自己的面向对象编程系统重新生成原始CTI脚本的版本。在优选实施例中，使用XML语言作为描述符语言。在其他实施例中，可以使用其他描述符语言。

7. 发明申请

US20060221941A1 Voice over internet protocol implemented call center 审中-公开
标题翻译：互联网语音协议实现呼叫中心
公开(公告)号：US20060221941A1
公开(公告)日：2006-10-05
申请号：US11267959
申请日：2005-11-05
申请人： Konstantin Kishinsky , Sergey Menshikov , Alexander Lobastov , Alexei Vovenko , Pavel Karpenko
发明人： Konstantin Kishinsky , Sergey Menshikov , Alexander Lobastov , Alexei Vovenko , Pavel Karpenko
IPC分类号： H04L12/66
CPC分类号： H04M3/523 , H04M7/006 , H04M7/1205
摘要： The present invention takes advantage of Voice over Internet Protocol (VoIP) technology by introducing VoIP-based call center telephony equipment that is software-based and runs on inexpensive off-the-shelf personal computer (PC) systems. With the VoIP-based call center system of the present invention, the traditional Public Switched Telephone Network (PSTN) is coupled to a Voice over Internet Protocol (VoIP) gateway in order to convert all incoming traditional telephone communication into VoIP based telephony telecommunication. This is performed using the well-known SIP telephony protocol set forth in RFC 3261. Once converted to the VoIP format, the incoming VoIP-based calls are directed to the VoIP based Call Center Server system. The Call Center Server system provides all the sophisticated call center features that were formerly only available in large call centers created with specialized expensive telephone equipment
摘要翻译：本发明通过引入基于软件的基于VoIP的呼叫中心电话设备并且在廉价的现成的个人计算机（PC）系统上运行）来利用语音互联网协议（VoIP）技术。通过本发明的基于VoIP的呼叫中心系统，传统的公共交换电话网（PSTN）被耦合到语音网络协议（VoIP）网关，以便将所有传入的传统电话通信转换成基于VoIP的电话电信。这使用RFC 3261中规定的公知的SIP电话协议进行。一旦转换成VoIP格式，基于VoIP的呼叫将被引导到基于VoIP的呼叫中心服务器系统。呼叫中心服务器系统提供了以前仅在使用专门的昂贵电话设备创建的大型呼叫中心中的所有复杂的呼叫中心功能

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