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1. 发明授权

US5519773A Call sharing for inbound and outbound call center agents 失效
标题翻译：入站和出站呼叫中心代理的呼叫共享
公开(公告)号：US5519773A
公开(公告)日：1996-05-21
申请号：US255155
申请日：1994-06-07
申请人： Gregory P. Dumas , Mark M. Perkins , Charles M. White
发明人： Gregory P. Dumas , Mark M. Perkins , Charles M. White
IPC分类号： H04M3/36 , H04M3/46 , H04M3/48 , H04M3/51 , H04M3/523
CPC分类号： H04M3/48 , H04M3/36 , H04M3/46 , H04M3/5158 , H04M3/523 , H04M3/5231 , H04M3/5238
摘要： Method for multiplexing inbound and outbound calls from a call center to improve the efficiency of call center agents since an idle agent can sometimes place an outbound call rather than wait for another inbound call. A parameter k is used to have an ACD agent place an outbound call instead of waiting to receive an inbound call. Specifically, if more than k agents in an inbound/outbound ACD call group are idle, and no calls are in the inbound call queue, then, in accordance with the present invention, callback or outbound calls are assigned to idle ACD agents until k agents are idle. For example, in a preferred embodiment of the present invention, callback calls will be assigned to an ACD agent before outbound calls. Note that, in accordance with the present invention, at any instant, at most k agents will be idle, because as soon as k+1 agents are idle, an agent will be assigned to a callback or to an outbound call.
摘要翻译：用于从呼叫中心复用入站和出站呼叫以提高呼叫中心代理的效率的方法，因为空闲代理有时可以发出出站呼叫，而不是等待另一个入站呼叫。参数k用于使ACD代理放置出站呼叫，而不是等待接收入站呼叫。具体来说，如果入站/出站ACD呼叫组中的k个以上的代理空闲，并且呼入呼叫队列中没有呼叫，则根据本发明，回呼或出站呼叫被分配给空闲ACD代理，直到k个代理闲置例如，在本发明的优选实施例中，在呼出呼叫之前将回拨呼叫分配给ACD代理。注意，根据本发明，在任何时刻，由于k + 1代理空闲，一旦代理商将被分配到回呼或出站呼叫，则至多k个代理将处于空闲状态。

2. 发明授权

US5553133A System and method for predictive outdialing 失效
标题翻译：用于预测性外拨的系统和方法
公开(公告)号：US5553133A
公开(公告)日：1996-09-03
申请号：US268470
申请日：1994-06-30
申请人： Mark M. Perkins
发明人： Mark M. Perkins
IPC分类号： H04M3/36 , H04M3/51 , H04Q3/64
CPC分类号： H04M3/5158 , H04M3/36 , H04M3/51
摘要： System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention, telephone calls are placed ahead of the availability of agents so that the overall productivity of the agents is increased. The number of telephone calls that should be placed is determined in light of the actual measurements of system performance and in light of performance objectives. The determinations are dynamically refined based on measurements of actual agent and telephone call activity provided by the telephone system.
摘要翻译：在拨出电话呼叫的系统和方法的基础上，考虑到被分配处理接听电话的代理商的可用性。根据本发明，在代理商的可用性之前提供电话呼叫，使得代理商的整体生产力增加。应根据系统性能的实际测量以及性能目标确定应拨打的电话号码。基于由电话系统提供的实际代理和电话呼叫活动的测量来动态地改进确定。

3. 发明授权

US06865150B1 System and method for controlling admission of voice communications in a packet network 失效
标题翻译：用于控制分组网络中语音通信准入的系统和方法
公开(公告)号：US06865150B1
公开(公告)日：2005-03-08
申请号：US09544729
申请日：2000-04-06
申请人： Mark M. Perkins , Hisham Abdelhamid
发明人： Mark M. Perkins , Hisham Abdelhamid
IPC分类号： H04J3/14 , H04L12/56
CPC分类号： H04L12/5601 , H04L2012/5629 , H04L2012/5631 , H04L2012/5667 , H04L2012/5671
摘要： A system and method for controlling admission of a communication in a network are disclosed. In the network, a virtual circuit having a predetermined bandwidth is provided. A request is received for a communication having a communication bandwidth, and a total utilized bandwidth of the virtual circuit is calculated, including the communication bandwidth. If the total utilized bandwidth is less than the predetermined bandwidth of the virtual circuit, then admission in the network is granted to the communication.
摘要翻译：公开了一种用于控制网络中的通信的接纳的系统和方法。在网络中，提供具有预定带宽的虚拟电路。接收到具有通信带宽的通信的请求，并且计算包括通信带宽的虚拟电路的总利用带宽。如果总利用带宽小于虚拟电路的预定带宽，则允许网络中的接入被通信。

4. 发明授权

US07039007B1 System and method for improving reliability of a packet network 有权
标题翻译：提高分组网络可靠性的系统和方法
公开(公告)号：US07039007B1
公开(公告)日：2006-05-02
申请号：US09629316
申请日：2000-07-31
申请人： Hisham Abdelhamid , Madhav Marathe , Mark M. Perkins
发明人： Hisham Abdelhamid , Madhav Marathe , Mark M. Perkins
IPC分类号： H04L12/26
CPC分类号： H04L45/28 , H04L12/5601 , H04L45/10 , H04L45/22 , H04L2012/5627 , H04L2012/5649 , H04L2012/5665 , H04L2012/5671
摘要： A system and method for improving reliability of a packet network are described. Data is transmitted on a first virtual circuit in the network. A message signaling a failure in receipt of the data is received on a second virtual circuit in the network. Finally, transmission of data is switched to the second virtual circuit within a predetermined period of time.
摘要翻译：描述了用于提高分组网络的可靠性的系统和方法。数据在网络中的第一虚拟电路上传输。在网络中的第二虚拟电路上接收到指示接收到数据失败的消息。最后，数据的传输在预定时间段内切换到第二虚拟电路。

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