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31. 发明公开

EP1774760A4 METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER 有权
标题翻译：方法和设备的工作状态之间的客户关系管理系统和多通道通信中心集成
公开(公告)号：EP1774760A4
公开(公告)日：2009-04-15
申请号：EP05783002
申请日：2005-08-02
申请人： GENESYS TELECOMM LAB INC
发明人： ANISIMOV NIKOLAY , MAKAGON PETR , RISTOCK HERBERT WILLI ARTHUR , RYABCHUN ANDREI
IPC分类号： H04M3/51
CPC分类号： H04M3/5191 , H04M3/5125
摘要： A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.

32. 发明授权

EP1013054B1 IMPROVED CALL CENTER APPARATUS AND FUNCTIONALITY IN TELEPHONY 有权
标题翻译：改进后的系统和功能，用于电话众生呼叫中心
公开(公告)号：EP1013054B1
公开(公告)日：2009-02-25
申请号：EP98946907.7
申请日：1998-09-09
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： NEYMAN, Igor , BARSKIY, Michail , MILOSLAVSKY, Alec , BONDARENKO, Oleg , ISSAYEV, Valeriy , PETROV, Andrei , KARPENKO, Paul
IPC分类号： H04M3/42 , H04M7/00 , H04M3/51 , H04M3/523
CPC分类号： H04M7/006 , H04M1/2473 , H04M3/323 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42127 , H04M3/42153 , H04M3/42161 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M7/00 , H04M2201/40 , H04M2201/42 , H04M2203/408 , H04M2242/22
摘要： A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

33. 发明授权

EP1157509B1 METHOD AND APPARATUS FOR AUTOMATED PERSONALIZATION AND PRESENTATION OF WORKLOAD ASSIGNMENTS TO AGENTS WITHIN A MULTIMEDIA COMMUNICATION CENTER 有权
标题翻译：方法和装置自动定制和工作简报习作，员工数量在多媒体通信中心
公开(公告)号：EP1157509B1
公开(公告)日：2008-07-16
申请号：EP00908266.0
申请日：2000-01-12
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： BECK, Christopher, Clemmett, Macleod , BERKE, Jonathan, Michael , JOHNSTONE, Joel, A. , MITCHELL, Robin, Marie , POWERS, James, Karl , SIDELL, Mark, Franklin , KNUFF, Charles, Dazler
IPC分类号： H04M3/523 , H04M3/51
CPC分类号： H04L65/1043 , G06F17/30017 , G06K13/0825 , G06Q10/06 , H04L29/06 , H04L29/06027 , H04L51/00 , H04L51/14 , H04L51/36 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1069 , H04L65/4007 , H04L67/00 , H04L67/14 , H04L67/22 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M3/56 , H04M7/006 , H04M2201/38 , H04M2201/42 , H04M2201/60 , H04M2203/402 , H04M2203/404
摘要： In a multimedia call center (MMCC) an agent work presentation software model (AWPM) (389) may be programmed to an individual agent or group of agents (A-D), and set to launch automatically each time an agent for whom the model is programmed logs onto the operating systems (CINOS) of the MMCC that include an agent-information database server (ADB) (387), a statistical server (395), a routing system (393), a queue monitor system (391), and a system administrator station (381). The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updated as well. Many other tasks may be done as well, such as statistical updates, agent ratings, alerts, and so on.

34. 发明公开

EP1932328A1 SYSTEM AND METHOD FOR CALLER CONFIRMATION OF CALL CENTER AGENT NOTES 审中-公开
标题翻译：系统和方法的呼叫中心代理注呼叫确认
公开(公告)号：EP1932328A1
公开(公告)日：2008-06-18
申请号：EP06800052.0
申请日：2006-07-12
申请人： Cisco Technologies, Inc.
发明人： KATKAM, Vinod , JAIN, Mukul
IPC分类号： H04M3/51 , H04L12/58
CPC分类号： H04M3/5191 , H04L29/06027 , H04L65/4007 , H04M2203/552
摘要： A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent's notes. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

35. 发明公开

EP1639487A4 CONTEXT SENSITIVE TRANSFER WITH ACTIVE LISTENING AND ACTIVE ALERTS 审中-公开
标题翻译：与积极倾听和主动报警上下文敏感的转让
公开(公告)号：EP1639487A4
公开(公告)日：2008-06-18
申请号：EP04756294
申请日：2004-06-28
申请人： AKONIX SYSTEMS INC
发明人： SMOLINSKI BRENT , ARMSTRONG JOHN , LIBBY DEREK , PODGORETSKY PAVEL , GOALBY JOHN , GENLY FOREST
IPC分类号： G06F15/16 , H04L12/58 , H04M3/51 , H04M7/00
CPC分类号： H04M7/0045 , H04L51/04 , H04M3/5191
摘要： A communication system (100) and method are configured to perform context sensitive transfers of a communication session. In one embodiment of the invention, a communication session between a calling party (102) is transferred from the receiving party (108) to a third party (110) where the dialog continues between the calling party and the third party. In another embodiment of the invention, an automated application intercepts messages of a communication session, processes the messages, and responds to what was processed in real-time while the communication session between a calling party and a receiving party continues. In a further embodiment of the invention, a communication system sends an event notification to interested parties and allows a subsequent communication session to be initiated from the delivered notification.

36. 发明公开

EP1759522A1 METHOD OF OPERATING A CONTACT CENTER 审中-公开
标题翻译：用于操作联络中心
公开(公告)号：EP1759522A1
公开(公告)日：2007-03-07
申请号：EP05755779.5
申请日：2005-06-09
申请人： Nortel Networks Limited
发明人： HESSION, Patrick , ELBERSE, Arik , COSTELLO, John , FRIEL, Owen
IPC分类号： H04M7/00 , H04L29/06
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.

37. 发明公开

EP1704478A1 SYSTEM AND METHOD FOR PROCESSING AND ROUTING INCOMING CALLS TO A COMMUNICATION ASSISTANCE SYSTEM 审中-公开
标题翻译：系统和方法通信辅助系统处理和路由输入催缴
公开(公告)号：EP1704478A1
公开(公告)日：2006-09-27
申请号：EP03808604.7
申请日：2003-12-29
申请人： Grape Technology Group, Inc.
发明人： BAUMEISTER, Christine , BATES, Michael , PINES, Robert
IPC分类号： G06F11/00 , G06F12/00 , G06F17/30 , H04M1/64 , H04M3/42 , H04M3/00 , H04Q3/64
CPC分类号： H04M3/4931 , H04M3/12 , H04M3/42059 , H04M3/5191 , H04M3/5234 , H04M3/5235 , H04M3/5237 , H04M2203/551 , H04Q3/64 , H04Q2213/13072 , H04Q2213/1337 , H04Q2213/13389
摘要： The present invention is a call routing system for use in directory assistance. The call routing system employs a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device. The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.

38. 发明公开

EP1675372A1 CTI-enabled call center with CTI link between SIP-phones and CTI server 审中-公开
标题翻译： CTI Basierte Anrufzentrale mit CTI Verbindung zwischen SIP Telephonen和CTI服务器
公开(公告)号：EP1675372A1
公开(公告)日：2006-06-28
申请号：EP05027290.5
申请日：2005-12-14
申请人： Alcatel
发明人： Kan, Chao , Wengrovitz, Michael S.
IPC分类号： H04M3/51
CPC分类号： H04M3/5191 , Y10S379/90
摘要： The present application relates generally to a CTI-enabled (Computer Telephony Integration-enabled) call centers.
When SIP-Phones are utilized rather than conventional, circuit-switched telephonic stations, a PBX may be not mandatory in the future because SIP is a peer-to-peer protocol. However, because the CTI information is currently provided through use of CTI sourcing functionally of the PBX, conventional schemes do not provide a manner otherwise conveniently to provide an agent at the call center with the CTI information.
This problem is solved by the application in that the conventional interaction between the PBX and the CTI server is replaced by an interaction between the SIP-Phone and the same CTI server. Then, the CTI-enabled SIP-Phone, responsive to a call operation indication, such as delivery to the phone of a SIP invite message, or of a CTI-formatted call instruction, interfaces with the CTI server by converting CTI-to-SIP or SIP-to-CTI.
摘要翻译：本申请一般涉及支持CTI的（启用了计算机电话集成的）呼叫中心。当使用SIP电话而不是传统的电路交换电话站时，PBX在将来可能不是强制性的，因为SIP是对等协议。然而，由于目前通过使用PBX功能的CTI采购来提供CTI信息，所以常规方案不提供方便地在呼叫中心向代理提供CTI信息的方式。这个问题由应用程序解决，因为PBX和CTI服务器之间的常规交互被SIP-Phone和相同的CTI服务器之间的交互所取代。然后，启用CTI的SIP电话响应于呼叫操作指示，例如传送到SIP邀请消息的电话或CTI格式的呼叫指令，通过将CTI转换成SIP来与CTI服务器相连接或SIP到CTI。

39. 发明公开

EP1656790A1 IP-BASED CALL ESTABLISHMENT 审中-公开
标题翻译：基于IP的连接
公开(公告)号：EP1656790A1
公开(公告)日：2006-05-17
申请号：EP04743462.6
申请日：2004-07-16
申请人： Callkey, Limited
发明人： ROOSEN, Kurt , BROMWICH, Michael
IPC分类号： H04M7/00 , H04M3/51
CPC分类号： H04L65/1069 , H04L29/06027 , H04M3/5191 , H04M7/003 , H04M7/1205 , H04M15/55 , H04M15/56 , H04M2203/652 , H04M2215/202 , H04M2215/2046
摘要： There is disclosed a communication system (102) adapted to establish a communication between at least two end-points, comprising: a control server (106) for receiving a request including an identifier of a calling number of one end-point and an identifier of an action, and adapted to transmit said request in XML format in dependence upon said action, a switching control server (108) for receiving the request in XML format; an IP router (110) operating under the control of SIP messages from the switching control server (108); the IP router (110) being controlled for establishing a first communication link to the calling number of the one end-point; wherein the switching controller (108) further controls the IP router (110) to connect the established communication link to the other end-point.

40. 发明公开

EP1639487A1 CONTEXT SENSITIVE TRANSFER WITH ACTIVE LISTENING AND ACTIVE ALERTS 审中-公开
标题翻译： KONTEXTSENSITIVER转移麻醉毒素CLAVEMABHÖRENUND AKTIVEN ALARMEN
公开(公告)号：EP1639487A1
公开(公告)日：2006-03-29
申请号：EP04756294.7
申请日：2004-06-28
申请人： Akonix Systems, Inc.
发明人： SMOLINSKI, Brent , ARMSTRONG, John , LIBBY, Derek , PODGORETSKY, Pavel , GOALBY, John , GENLY, Forest
IPC分类号： G06F15/16
CPC分类号： H04M7/0045 , H04L51/04 , H04M3/5191
摘要： A communication system (100) and method are configured to perform context sensitive transfers of a communication session. In one embodiment of the invention, a communication session between a calling party (102) is transferred from the receiving party (108) to a third party (110) where the dialog continues between the calling party and the third party. In another embodiment of the invention, an automated application intercepts messages of a communication session, processes the messages, and responds to what was processed in real-time while the communication session between a calling party and a receiving party continues. In a further embodiment of the invention, a communication system sends an event notification to interested parties and allows a subsequent communication session to be initiated from the delivered notification.
摘要翻译：通信系统和方法被配置为执行通信会话的上下文敏感的传送。在本发明的一个实施例中，呼叫方和接收方之间的通信会话，其中通信会话包括呼叫方和接收方之间的对话，从接收方传送到第三方，其中对话在呼叫方和第三方。在本发明的另一个实施例中，自动应用拦截通信会话的消息，处理消息，并且在主叫方和接收方之间的通信会话继续进行时对实时处理的内容进行响应。在本发明的另一实施例中，通信系统向有关方发送事件通知，并且允许从传递的通知中发起后续通信会话。

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