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1. 发明授权

EP1965576B1 Method of scheduling calls in an ACD system 有权
标题翻译：在一个自动呼叫分配系统，用于呼叫的调度的方法
公开(公告)号：EP1965576B1
公开(公告)日：2014-06-11
申请号：EP08151902.7
申请日：2008-02-25
申请人： Aspect Software Inc.
发明人： Beshears, Aaron, C. , Lewis, Donald C.
IPC分类号： H04M3/51 , G06Q10/00
CPC分类号： H04M3/5158 , G06Q30/02

2. 发明授权

EP1986368B1 Method and apparatus for conferencing 有权
标题翻译：用于进行会议的方法和设备
公开(公告)号：EP1986368B1
公开(公告)日：2009-12-16
申请号：EP08154920.6
申请日：2008-04-22
申请人： Aspect Software Inc.
发明人： Prabhuram, Mohan
IPC分类号： H04L12/18
CPC分类号： G06Q10/107 , H04L12/1818

3. 发明公开

EP1965576A2 Method of scheduling calls in an ACD system 有权
标题翻译： Verfahren zur Terminplanung von Anrufen in einem automatischen Anrufverteilsystem
公开(公告)号：EP1965576A2
公开(公告)日：2008-09-03
申请号：EP08151902.7
申请日：2008-02-25
申请人： Aspect Software Inc.
发明人： Beshears, Aaron, C. , Lewis, Donald C.
IPC分类号： H04M3/51
CPC分类号： H04M3/5158 , G06Q30/02
摘要： An apparatus and method are provided for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period where the number of calls placed during each sub-period is based upon the respective exponentially scaled call completion ratio.
摘要翻译：提供了一种用于调度呼叫的装置和方法。该方法包括以下步骤：提供具有多个子周期的呼叫周期并确定与多个子时段相关联的一组历史呼叫完成率。该方法还包括以下步骤：指数地缩放相应确定的呼叫完成率，并且在呼叫周期的每个子周期期间放置多个呼叫，其中在每个子时段期间放置的呼叫数是基于相应的指数级缩放呼叫完成比。

4. 发明公开

EP1855243A2 Escalating online expert help 审中-公开
标题翻译： Eskalierende在线 - Expertenhilfe
公开(公告)号：EP1855243A2
公开(公告)日：2007-11-14
申请号：EP07107754.9
申请日：2007-05-08
申请人： Aspect Software Inc.
发明人： Mohan, Prabhuram
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06
摘要： A method and apparatus for providing a human expert to answer a question from an agent in real time. The method includes the steps of identifying a plurality of human experts based upon a subject matter of the question, determining an availability of at least some of the plurality of identified experts and selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.
摘要翻译：一种用于向人类专家提供从代理人实时回答问题的方法和装置。该方法包括以下步骤：基于问题的主题识别多个人类专家，确定多个所识别的专家中的至少一些的可用性，以及选择多位专家的专家以实时回答该问题，时间基于所选专家的主题和可用性。

5. 发明公开

EP1881686A1 Remote expert screen pop via data message 审中-公开
标题翻译： Fernanzeige eines Expertenbildschirms mittels einer Datennachricht
公开(公告)号：EP1881686A1
公开(公告)日：2008-01-23
申请号：EP07112618.9
申请日：2007-07-17
申请人： Aspect Software Inc.
发明人： Prabhuram, Mohan
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5191 , H04M3/58 , H04M7/0042 , H04M7/0054
摘要： A method and apparatus are provided that allows an agent (16) of an organization to display client information on a computer (64,66) of a consultant (56,58). The method includes the steps of the agent receiving a call from a client (12) of the organization along with information about the client from a host of the organization and selecting the consultant for a communication session between the agent and consultant (102). The method also includes the step of the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session (104,106,108,112).
摘要翻译：提供了一种方法和装置，其允许组织的代理（16）在顾问（56,58）的计算机（64,66）上显示客户端信息。该方法包括以下步骤：代理从组织的主机接收来自组织的客户机（12）的呼叫以及关于客户端的信息，并且选择代理和顾问（102）之间的通信会话的顾问。该方法还包括主机在通过不同于通信会话（104,106,108,112）的信道的通信信道发送的数据消息内将客户端信息发送到顾问的因特网地址的步骤。

6. 发明公开

EP1965576A3 Method of scheduling calls in an ACD system 有权
标题翻译：在一个自动呼叫分配系统，用于呼叫的调度的方法
公开(公告)号：EP1965576A3
公开(公告)日：2010-06-23
申请号：EP08151902.7
申请日：2008-02-25
申请人： Aspect Software Inc.
发明人： Beshears, Aaron, C. , Lewis, Donald C.
IPC分类号： H04M3/51 , G06Q10/00
CPC分类号： H04M3/5158 , G06Q30/02
摘要： An apparatus and method are provided for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period where the number of calls placed during each sub-period is based upon the respective exponentially scaled call completion ratio.

7. 发明公开

EP2053838A1 Administering multiple target ACD systems 审中-公开
标题翻译： Verabreichung mehrerer Ziel-ACD-Systeme
公开(公告)号：EP2053838A1
公开(公告)日：2009-04-29
申请号：EP08167377.4
申请日：2008-10-23
申请人： Aspect Software Inc.
发明人： Koenig, Peter , Saravanan, Senthilvel , Mayorskiy, Vyacheslav
IPC分类号： H04M3/22
CPC分类号： H04M3/2263
摘要： Method and system for administering multiple target systems automatic contact distribution (ACD) systems, where corresponding object types in the various target systems may have different schema. A user of the administering system works in a single schema, and translators permit communication between the administering system and the various target systems.
摘要翻译：用于管理多个目标系统自动联系人分发（ACD）系统的方法和系统，其中各种目标系统中的相应对象类型可以具有不同的模式。管理系统的用户以单个模式工作，并且翻译器允许管理系统和各种目标系统之间的通信。

8. 发明公开

EP1983478A2 Method and system for matching resources and co-resources 审中-公开
标题翻译： Verfahren und System zur Anpassung von Ressourcen und Co-Ressourcen
公开(公告)号：EP1983478A2
公开(公告)日：2008-10-22
申请号：EP08150697.4
申请日：2008-01-28
申请人： Aspect Software Inc.
发明人： Lewis, Donald C.
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06314 , H04M3/4211 , H04M3/493 , H04M2201/18
摘要： A method and apparatus are provided for matching resources and co-resources within a system. The method includes the steps of providing a plurality of resources and co-resources where a first type of resource of the plurality of resources are preferentially matched with a first type of co-resource of the plurality of co-resources and a second type of resource of the plurality of resources is preferentially matched with a second type of co-resource of the plurality of co-resources and where any match between a resource of the first type and a co-resource of the second type or a resource of the second type and co-resource of the first type is a non-preferential match, matching each of the plurality of resources with each respective co-resource of the plurality of co-resources, forming a tempered match from each matched resource and co-resource by associating a time of the match with the match, ordering the tempered matches based upon the associated time; and releasing at least some of the tempered matches for use within the system based upon the ordering of the tempered matches.
摘要翻译：提供了一种用于匹配系统内的资源和协同资源的方法和装置。该方法包括以下步骤：提供多个资源和共同资源，其中多个资源中的第一类型的资源优先地与多个共同资源中的第一类型的协同资源匹配，以及第二类型的资源多个资源的优先与多个协同资源的第二类型的协同资源匹配，并且其中第一类型的资源与第二类型的资源之间的任何匹配或第二类型的资源并且所述第一类型的协同资源是非优先匹配，将所述多个资源中的每一个与所述多个协同资源中的每个相应资源相匹配，从每个匹配的资源和协同资源形成调度匹配，与比赛的比赛时间，根据相关时间排序温和的比赛; 以及基于所述调温匹配的顺序，释放至少一些所述回火匹配以在所述系统内使用。

9. 发明公开

EP1855243A3 Escalating online expert help 审中-公开
标题翻译：不断升级的在线专家帮助
公开(公告)号：EP1855243A3
公开(公告)日：2009-05-20
申请号：EP07107754.9
申请日：2007-05-08
申请人： Aspect Software Inc.
发明人： Mohan, Prabhuram
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06
摘要： A method and apparatus for providing a human expert to answer a question from an agent in real time. The method includes the steps of identifying a plurality of human experts based upon a subject matter of the question, determining an availability of at least some of the plurality of identified experts and selecting an expert of the plurality of experts to answer the question in real-time based upon the subject matter and availability of the selected expert.

10. 发明公开

EP1983478A3 Method and system for matching resources and co-resources 审中-公开
标题翻译：方法和系统匹配资源和协同资源
公开(公告)号：EP1983478A3
公开(公告)日：2009-04-01
申请号：EP08150697.4
申请日：2008-01-28
申请人： Aspect Software Inc.
发明人： Lewis, Donald C.
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06314 , H04M3/4211 , H04M3/493 , H04M2201/18
摘要： A method and apparatus are provided for matching resources and co-resources within a system. The method includes the steps of providing a plurality of resources and co-resources where a first type of resource of the plurality of resources are preferentially matched with a first type of co-resource of the plurality of co-resources and a second type of resource of the plurality of resources is preferentially matched with a second type of co-resource of the plurality of co-resources and where any match between a resource of the first type and a co-resource of the second type or a resource of the second type and co-resource of the first type is a non-preferential match, matching each of the plurality of resources with each respective co-resource of the plurality of co-resources, forming a tempered match from each matched resource and co-resource by associating a time of the match with the match, ordering the tempered matches based upon the associated time; and releasing at least some of the tempered matches for use within the system based upon the ordering of the tempered matches.

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