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1. 发明公开

EP3340593A1 INDEPENDENT CUSTOMER SERVICE AGENTS 审中-公开
公开(公告)号：EP3340593A1
公开(公告)日：2018-06-27
申请号：EP17200018.4
申请日：2008-11-12
申请人： Amazon Technologies, Inc.
发明人： KAUFMAN, Donald, L. , INGLIS, Adrian , WEILAND, Thomas, J. , NICHOLSON, Lorraine, A. , JAY, Jon, R. , PRATT, Jeffrey, C.
IPC分类号： H04M3/42 , H04M3/51 , H04M3/523
CPC分类号： H04M3/5233 , H04M3/42068 , H04M3/5125 , H04M3/523 , H04M3/5237 , H04M2203/405 , H04M2203/551 , H04M2203/6018
摘要： Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

2. 发明授权

EP1514400B1 CUSTOMER COMMUNICATION SERVICE SYSTEM 有权
标题翻译：客户通信服务系统
公开(公告)号：EP1514400B1
公开(公告)日：2018-02-21
申请号：EP01942827.5
申请日：2001-01-08
申请人： Mitel Communications Inc.
发明人： ALASDHAIR, Campbell , MICHAEL, Stephen
IPC分类号： H04M3/51 , H04M3/523 , H04M7/00 , H04M7/12
CPC分类号： H04M3/5125 , H04M3/5166 , H04M3/5191 , H04M3/5231 , H04M3/5233 , H04M3/5237 , H04M7/0045 , H04M7/0054 , H04M7/129 , H04M2203/408
摘要： A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.

3. 发明授权

EP2866417B1 INTER-ATTENDANT CROSS-BLADE-SERVER CALLING METHOD AND SYSTEM 有权
标题翻译： CROSS-BLADE-SERVERRUFVERFAHREN系统和运动员及几种基的数
公开(公告)号：EP2866417B1
公开(公告)日：2016-10-05
申请号：EP13790851.3
申请日：2013-07-26
申请人： ZTE Corporation
发明人： KE, Wenfeng
IPC分类号： H04L29/08 , H04M3/523
CPC分类号： H04L67/141 , H04L65/1006 , H04L65/1069 , H04L67/10 , H04M3/5237 , H04M7/006 , H04M2203/406 , H04M2203/6018
摘要： Disclosed is an inter-agent cross-blade-server calling method, and the method includes that: a source blade server where an agent initiating a call gets registered and logs in detects that a call between agents is an inter-agent cross-blade-server call; the source blade server indicates a target blade server to hand over a called agent to the source blade server to host the called agent; and a session between the agent initiating a call and the hosted called agent is generated at the source blade server. Also disclosed is an inter-agent cross-blade-server calling system, where the target blade server is configured to, according to an indication of the source blade server, hand over the called agent to the source blade server to host the called agent and return the related registration and login information to the source blade server. By virtue of the disclosure, a complete inter-agent call can be rapidly and cooperatively performed in the case of cross-blade-servers, thus lowering difficulties in implementing an inter-agent cross-blade-server call.

4. 发明公开

EP2448232A1 Management of queues in contact centres 审中-公开
标题翻译：管理联络中心的队列
公开(公告)号：EP2448232A1
公开(公告)日：2012-05-02
申请号：EP11192974.1
申请日：2004-08-09
申请人： Nortel Networks Limited
发明人： McCormack, Tony , Kirubalaratnam, Nithyaganesh , O`Connor, Neil
IPC分类号： H04M3/523
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： A node for a network handling distributed requests for actions by network resources wherein each request has an assigned priority and is represented by a software object positioned in at least one prioritized queue of software objects. Each software object has at least one respective pointer determining the position of the software object in the at least one prioritized queue and each network resource meeting corresponding capability criteria. The node comprises at least one processor operable to receive from a queue manager a request for identification of a highest priority queued software objects matching specified capability criteria stored at the node and to send to the queue manager identification of the highest priority queued software objects matching the specified capability criteria stored at the node in response to the received request.
摘要翻译：网络节点处理对网络资源的动作的分布式请求，其中每个请求具有分配的优先级，并且由位于软件对象的至少一个优先排序队列中的软件对象表示。每个软件对象具有至少一个相应的指针，该指针确定软件对象在至少一个优先级排序队列中的位置，并且每个网络资源满足相应的能力标准。该节点包括至少一个处理器，该至少一个处理器可操作以从队列管理器接收用于识别与存储在该节点处的指定的能力准则相匹配的最高优先级排队的软件对象的识别请求，并向队列管理器发送与该匹配的最高优先级排队的软件对象响应于所接收的请求而存储在节点处的指定的能力标准。

5. 发明授权

EP1068716B1 CALL DISTRIBUTION 有权
标题翻译： ANRUFVERTEILUNG
公开(公告)号：EP1068716B1
公开(公告)日：2012-05-02
申请号：EP99910511.7
申请日：1999-03-17
申请人： BRITISH TELECOMMUNICATIONS public limited company
发明人： HUNT, Rowland, Geoffrey , BERRY, Simon
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5237 , H04M2203/408 , H04M2207/12
摘要： A call distribution system, suitable for use in a network supporting a telemarketing call centre, maintains call counts at a global data server and at a number of transaction servers which are connected in common to the global data server. A choice is made of either the global count or the local count to be used in addressing a distribution map which determines the destination for a particular call. The distribution map may be a minimum error map which minimises the deviation from a planned distribution ratio wherever a call sequence is terminated.

6. 发明公开

EP2445188A1 CUSTOMER SERVICE SYSTEM AND CROSS-PLATFORM MONITORING METHOD THEREOF 有权
标题翻译：联合国科学技术大学
公开(公告)号：EP2445188A1
公开(公告)日：2012-04-25
申请号：EP09846064.5
申请日：2009-12-21
申请人： ZTE Corporation
发明人： CHEN, Xianbin
IPC分类号： H04M11/00
CPC分类号： H04M3/5237 , H04L63/304 , H04M3/2281 , H04M3/51 , H04M3/5175 , H04M3/5183
摘要： The present invention relates to a customer service system and a cross-platform monitoring method thereof. The method comprises the following steps: sending a monitoring request message from a monitoring agent to a transfer interface device through a Computer Telecommunication Integration (CTI) of a platform to which the monitoring agent itself belongs; analytically processing the monitoring request message and forwarding the analyzed monitoring request message to the CTI of the platform to which the monitored agent belongs by the transfer interface device, wherein the monitoring agent and the monitored agent belong to different call control platforms; joining a current conversation being held by the monitored agent by the monitoring agent after the CTI of the platform to which the monitoring agent itself belongs receives a monitoring response message sent by the CTI of the platform to which the monitored agent belongs and forwarded by the transfer interface device. The customer service system comprises a monitoring agent, a transfer interface device and a monitored agent. The method and system according to present invention can enable sniffer and call cut-in between agents from different platforms in a multi-platform mode.
摘要翻译：本发明涉及一种客户服务系统及其跨平台监控方法。该方法包括以下步骤：通过监控代理本身属于的平台的计算机通信集成（CTI）将监控代理发送监控请求消息发送给传输接口设备; 分析处理监控请求消息，并将分析的监控请求消息转发给被监控代理所属的平台的传输接口设备的CTI，其中监控代理和被监控代理属于不同的呼叫控制平台; 在监控代理本身所属的平台的CTI接收到被监控的代理所属的平台的CTI发送的监控响应消息之后，由监控代理加入被监控的代理持有的当前对话，该监视响应消息由转移接口设备客户服务系统包括监控代理，传输接口设备和监控代理。根据本发明的方法和系统可以在多平台模式中实现来自不同平台的代理之间的嗅探和呼叫切入。

7. 发明公开

EP2442541A1 COMPUTER TELEPHONY INTEGRATION DEVICE AND RESOURCE MANAGEMENT METHOD AND INCOMING CALL CONTROL METHOD 有权
标题翻译：设备用于控制打进的电话计算机和电话集成资源管理程序和方法
公开(公告)号：EP2442541A1
公开(公告)日：2012-04-18
申请号：EP10785684.1
申请日：2010-04-27
申请人： ZTE Corporation
发明人： FAN, Zhanhua
IPC分类号： H04M3/24
CPC分类号： H04M3/5183 , H04M3/42365 , H04M3/523 , H04M3/5237 , H04M2203/402
摘要： A computer telephony integration (CTI) device in a call center is disclosed. The device comprises a CTI management module, one or more CTI units and a seat buffer pool shared by the CTI units. The CTI management module is set to configure and register the CTI units, and monitor the State of the CTI units. The CTI unit is set to manage the seats that are dependent on the CTI unit, and buffer the identifications of the seats, the State of the seats and the information of the CTI unit on which the seats are dependent to the seat buffer pool, and select an idle seat who is available to provide Service, and return the selected result to the CTI management module. The seat buffer pool is set to buffer the identifications of the seats, the State of the seats and the information of the CTI unit on which the seats are dependent. The technical scheme also provides a resource management method applied to a call center and an incoming call control method applied to a call center. Adopting the technical scheme, when CTI units are dynamically expanded, there is no negative influence on the normal Operation and incoming call of the original CTI units.
摘要翻译：在呼叫中心的计算机电话集成（CTI）装置游离缺失盘。该装置包括一个CTI管理模块，一个或多个CTI单元和由CTI单元共享一个座椅缓冲池。 CTI管理模块被设置为配置和注册CTI单元，并监测CTI单元的状态。该CTI单元被设置为管理座位也都依赖于CTI单元，和缓冲座椅的标识，座椅的国家和CTI单元上的座位都依赖于座椅缓冲池的信息，并选择一个空闲的座位谁，为市民提供的服务，以及所选择的结果返回给CTI管理模块。座椅缓冲池设置缓冲座椅的标识，座椅的国家和CTI单元上的座位都依赖的信息。因此，技术方案提供一种应用于呼叫中心和应用于呼叫中心呼入控制方法的资源管理方法。采用的技术方案，当CTI单元的动态扩展，对正常运行和原来的CTI单元的来电没有负面影响。

8. 发明公开

EP1972129A4 AN ENHANCED DIRECTORY ASSISTANCE SYSTEM WITH PERIPHERAL CALL QUEUING AND HANDLING 审中-公开
标题翻译：与外围调用排行和处理改进的号码查询系统
公开(公告)号：EP1972129A4
公开(公告)日：2012-03-07
申请号：EP07748888
申请日：2007-01-11
申请人： GRAPE TECHNOLOGY GROUP INC
发明人： BATES MICHAEL , LAMARQUE HARRY , MCGARY FAITH , RILEY XAVIER
IPC分类号： H04M3/00
CPC分类号： H04M3/4935 , H04M3/5166 , H04M3/523 , H04M3/5237

9. 发明授权

EP1142284B1 METHOD AND APPARATUS FOR LOAD-BALANCING OF CALL PROCESSING BETWEEN MULTIPLE CALL-DESTINATION SITES 有权
标题翻译：在多个呼叫目的站点之间呼叫处理的负载平衡的方法和设备
公开(公告)号：EP1142284B1
公开(公告)日：2010-07-14
申请号：EP99965163.1
申请日：1999-12-06
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： YEGOSHIN, Leonid A.
IPC分类号： H04M3/523 , H04M3/51
CPC分类号： H04M3/523 , H04M3/42323 , H04M3/493 , H04M3/5191 , H04M3/5233 , H04M3/5237 , H04M7/006

10. 发明公开

EP2183907A1 DYNAMIC ROUTING OF TELEPHONE CALLS TO ONE OUT OF A PLURALITY OF COMPUTER TELEPHONY SERVERS COMPRISING PREMISES- AND NETWORK-BASED SERVERS 审中-公开
标题翻译：动态呼叫路由到的多个计算机电话服务器与服务器上的前提和基础网络
公开(公告)号：EP2183907A1
公开(公告)日：2010-05-12
申请号：EP08798394.6
申请日：2008-08-21
申请人： Voxeo Corporation
发明人： TAYLOR, Jonathan Robert , CAMPBELL, Ryan Stephen , AUBURN, Rj , AGRANOVSKY, Alexander S.
IPC分类号： H04M3/523
CPC分类号： H04M7/006 , H04M3/5237
摘要： A population of networked Application Gateway Centers or voice centers provides telephony resources. The telephony application for a call number is typically created by a user in XML (Extended Markup Language) with predefined telephony XML tags and deployed on a website. A voice center provides facility for retrieving the associated XML application from its website and processing the call accordingly. The individual voice centers are either operated at a hosted facility or at a customer's premise. Provisioning Management Servers help to allocate telephony resources among the voice centers. This is accomplished by suitably updating a voice center directory. In this way, the original capacity at a premise, predetermined by the hardware installed, can be adjusted up or down. If the premise is under capacity, it can be supplemented by that from a hosted facility. If the premise has surplus capacity, it can be reallocated for use by others outside the premise.

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