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21. 发明授权

US06961419B2 Contact center data integration with enterprise applications 有权
标题翻译：与企业应用程序的联络中心数据集成
公开(公告)号：US06961419B2
公开(公告)日：2005-11-01
申请号：US10114487
申请日：2002-04-02
申请人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
发明人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
IPC分类号： H04M3/523 , H04M3/00
CPC分类号： H04M3/523 , H04M3/42068 , H04M2201/38
摘要： A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.
摘要翻译：提供了一种方法和装置，用于处理由呼叫中心检测到的客户端到呼叫中心的代理的呼叫。该方法包括以下步骤：为呼叫提供呼叫对象，在呼叫对象内收集呼叫的属性，将代理对象与呼叫对象相关联，并且基于呼叫对象的查看过程将客户端数据显示给呼叫中心的代理关联代理对象。

22. 发明授权

US06865267B2 Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set 有权
标题翻译：基于非语音对话代理技能的自动呼叫分配系统中路由交易的方法和系统
公开(公告)号：US06865267B2
公开(公告)日：2005-03-08
申请号：US09995027
申请日：2001-11-27
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： H04M3/51 , H04M3/523 , H04M3/00
CPC分类号： H04M3/5233 , H04M3/5191
摘要： A method and system for routing incoming calls from callers to agents associated with an automatic call distribution system, where the incoming calls are based on non-voice dialog communication, the method includes the steps of: identifying a plurality of transaction-handling skills representative of skills possessed by the agents in handling the non-voice dialog communication, calculating a skill level possessed by each agent for at least some of the plurality of transaction-handling skills, forming an agent profile for each agent corresponding to the calculated skill levels, assigning a weight to each calculated skill level for each agent, identifying agents who are available to handle the incoming call, selecting an available agent based on the weighted calculated skill levels, and transferring the incoming call to the selected agent.
摘要翻译：一种用于将来自呼叫者的来话呼叫路由到与自动呼叫分配系统相关联的代理的方法和系统，其中所述来话呼叫基于非语音对话通信，所述方法包括以下步骤：识别表示所述呼叫的多个交易处理技能代理人在处理非语音对话通信时拥有的技能，计算每个代理所拥有的至少一些多个交易处理技能的技能水平，为与所计算的技能水平相对应的每个代理形成代理简档，分配每个代理的每个计算的技能水平的权重，识别可用于处理来话呼叫的代理，基于加权的计算的技能水平选择可用代理，以及将所述呼叫转移到所选择的代理。

23. 发明授权

US06771764B1 Schedule based transaction routing 有权
标题翻译：基于计划的事务路由
公开(公告)号：US06771764B1
公开(公告)日：2004-08-03
申请号：US09491828
申请日：2000-01-26
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： H04M500
CPC分类号： H04M3/533 , H04M3/5232 , H04M3/5233 , H04M7/006 , H04M2203/4536
摘要： A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents.
摘要翻译：提供了一种减少代理工作时间与代理人工作时间表之间的偏差的方法和装置。该方法包括以下步骤：确定将时间段内的代理的工作状态与小时计划的调度状态进行比较的度量，并将该度量与代理呼叫分配阈值进行比较，以及当代理呼叫分配阈值超过所确定的度量时，优先将呼叫分配给其他代理。

24. 发明授权

US06621899B2 Method and system for establishing voice communications using a computer network 有权
标题翻译：使用计算机网络建立语音通信的方法和系统
公开(公告)号：US06621899B2
公开(公告)日：2003-09-16
申请号：US09910160
申请日：2001-07-20
申请人： Anthony J. Dezonno , William R. Quayle
发明人： Anthony J. Dezonno , William R. Quayle
IPC分类号： H04M300
CPC分类号： H04M7/003 , H04L29/06 , H04L69/329 , H04M3/42195 , H04M3/48 , H04M3/51 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04Q2213/13072 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13377 , H04Q2213/13389 , Y10S379/90
摘要： A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306). When the operator (102) answers an operator telephone (120), the telephone switching system (112) connects the operator (102) with the agent (104) via an agent telephone (118). The telephone switching system. (112) may be comprised of a telephone computer (114) and an automatic call distributor (116).
摘要翻译：方法和系统（100）通过诸如因特网（108）的计算机网络在计算机操作者（102）和企业的代理（104）之间建立语音通信。使用操作员计算机（106），计算机操作员（102）经由定制的主页（200）查看因特网上的商业产品或服务的广告（108）。当操作者（102）希望订购产品或询问有关产品的其他问题时，操作者（102）激活“呼叫我”按钮（210）。然后，向操作员（102）提供返回呼叫屏幕（300），其中插入名称（302），电话号码（304）和呼叫时间（306）的区域。该信息在通过因特网（108）发送到与业务相关联的电话交换系统（112）的呼叫请求中进行分组。电话交换系统（112）随后拨打电话号码（304）（306）。当操作员（102）应答操作员电话（120）时，电话交换系统（112）经由代理电话（118）将操作员（102）与代理（104）连接。电话交换系统。（112）可以由电话计算机（114）和自动呼叫分配器（116）组成。

25. 发明授权

US06295354B1 Method for incoming call answering for automatic call distributors 失效
标题翻译：自动呼叫分配器的呼入应答方法
公开(公告)号：US06295354B1
公开(公告)日：2001-09-25
申请号：US09105066
申请日：1998-06-26
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： H04M300
CPC分类号： H04M3/523 , H04M3/5238
摘要： A method and apparatus are provided for accepting a call by an automatic call distributor from a public switch telephone network. The method includes the steps of determining an average call wait time between arrival of the call on a trunk line of the automatic call distributor from the public switched telephone network and delivery of the call to a selected agent and delaying acceptance of a call detected on the trunk line from the public switch telephone network by a predetermined time period less than the average call wait time.
摘要翻译：提供了一种用于接受来自公共交换机电话网络的自动呼叫分配器的呼叫的方法和装置。该方法包括以下步骤：确定来自公共交换电话网络的自动呼叫分配器的中继线上的呼叫到达之间的平均呼叫等待时间，以及将呼叫发送到所选择的代理，并延迟接收在干线从公共交换机电话网络预定的时间段小于平均呼叫等待时间。

26. 发明授权

US5910983A Apparatus and method for identifying records of overflowed ACD calls 失效
标题翻译：用于识别溢出的ACD呼叫记录的装置和方法
公开(公告)号：US5910983A
公开(公告)日：1999-06-08
申请号：US858601
申请日：1997-05-19
申请人： Anthony J. Dezonno , Roger A. Sumner , James J. Bryla
发明人： Anthony J. Dezonno , Roger A. Sumner , James J. Bryla
IPC分类号： H04M3/00 , H04M3/523 , H04M3/60 , H04Q3/64
CPC分类号： H04M3/5237 , H04M3/523 , H04M2207/08 , H04M2242/22 , H04M3/42059 , H04M3/5235
摘要： A method and apparatus are provided for identifying a call record by a source automatic call distributor to a host computer of a telephone call received from a PSTN and overflowed from the source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control. The call record is stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method comprises the steps of executing a telescript sequence by the source automatic call distributor which sends a call identifer assigned by the source automatic call distributor and an identifier of the source automatic call distributor to a call overflow identification table of the host and transferring the call to the destination automatic call distributor along with the call identifier of the source automatic call distributor.
摘要翻译：提供了一种方法和装置，用于将源自动呼叫分配器的呼叫记录识别为从PSTN接收的电话呼叫的主机并从源自动呼叫分配器溢出到呼叫分配系统中的目的地自动呼叫分配器，通话控制。呼叫记录被存储在源自动呼叫分配器的呼叫标识符的主机的存储器中，同时服务于源自动呼叫分配器和目的地自动呼叫分配器。该方法包括以下步骤：由源自动呼叫分配器执行可伸缩序列，该源自动呼叫分配器将由源自动呼叫分配器分配的呼叫标识符和源自动呼叫分配器的标识符发送到主机的呼叫溢出识别表并传送呼叫到目的地自动呼叫分配器以及源自动呼叫分配器的呼叫标识符。

27. 发明授权

US5864615A Audio communications inferface, method and communications system for connecting a remote agent to a telephone switch 失效
标题翻译：用于将远程代理连接到电话交换机的音频通信解释，方法和通信系统
公开(公告)号：US5864615A
公开(公告)日：1999-01-26
申请号：US535696
申请日：1995-09-28
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： H04M3/40 , H04M3/51 , H04Q3/64 , H04M3/00 , H04M7/00
CPC分类号： H04M3/5125 , H04M3/40 , H04M3/5183
摘要： An audio communications interface 102 provides substantially automatic audio communications between a remote agent telephone 107 and a telephonic switch 104 through a telephonic console 106 connected to the telephonic switch 104. A remote agent dials a specified telephone number on the agent telephone 107 to access the audio communications interface 102. The audio communications interface 102 receives the dialed number from a telephone network 108 connected to the agent telephone 107 and generates a call signal which is transmitted to the telephonic switch 104 through the telephonic console 106. In response to the call signal, the telephonic switch 104 establishes audio communications with the agent telephone 107 through the console 106 and audio communications interface 102. A method for establishing audio communications through the audio communications interface 102 and data communications through an agent terminal 112, a computer network and a host computer 110 with the telephonic switch 104 is provided. In addition, a communications system for providing audio and data communications between a remote agent and the telephonic switch 104 is provided.
摘要翻译：音频通信接口102通过连接到电话交换机104的电话控制台106在远程代理电话107和电话交换机104之间提供基本上自动的音频通信。远程代理拨打代理电话107上指定的电话号码以访问音频通信接口102.音频通信接口102从连接到代理电话机107的电话网络108接收拨号号码，并产生通过电话控制台106发送到电话交换机104的呼叫信号。响应于呼叫信号，电话交换机104通过控制台106和音频通信接口102建立与代理电话107的音频通信。一种用于通过音频通信接口102建立音频通信的方法以及通过代理终端112，计算机网络和主计算机的数据通信 110与电话提供女巫104。此外，提供了一种用于在远程代理和电话交换机104之间提供音频和数据通信的通信系统。

28. 发明授权

US5400327A Automatic call distributor with wireless connection with remote unit and method 失效
标题翻译：具有远程单元和方法的无线连接的自动呼叫分配器
公开(公告)号：US5400327A
公开(公告)日：1995-03-21
申请号：US129714
申请日：1993-09-30
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： H04M3/523 , H04L12/12 , H04L12/16 , H04M3/42
CPC分类号： H04M3/5237 , H04Q2213/13072 , H04Q2213/13098 , H04Q2213/13385
摘要： An automatic call distribution system (10) with a computer controlled (14) multiport switch (12) provided with groups of remote data terminals (56) and remote internal telephonic units (54) which communicate with local data terminals (28), local internal telephonic units (22) and external telephonic units (18) of an external telephonic network (20) through the multiport switch (12) by means of local and remote internal telephonic multiplexing equipment (38 and 52) and local and remote wireless transceivers (44 and 48) to enable wireless expansion of the system (10) with the addition of remote units (54 and 56).
摘要翻译：具有计算机控制的（14）多端口交换机（12）的自动呼叫分配系统（10），其具有与本地数据终端（28）通信的远程数据终端（56）和远程内部电话单元（54），本地内部通过本地和远程内部电话多路复用设备（38和52）和本地和远程无线收发器（44）通过多端口交换机（12）的外部电话网络（20）的电话单元（22）和外部电话单元（18）和48），以通过添加远程单元（54和56）来实现系统（10）的无线扩展。

29. 发明授权

US07729479B2 Automatic generation of mixed media messages 有权
标题翻译：自动生成混合媒体消息
公开(公告)号：US07729479B2
公开(公告)日：2010-06-01
申请号：US10999445
申请日：2004-11-30
申请人： Anthony J. Dezonno , Mike Hollatz , Michael Peters
发明人： Anthony J. Dezonno , Mike Hollatz , Michael Peters
IPC分类号： H04M1/64
CPC分类号： H04M3/5191 , H04L29/06027 , H04L65/1006 , H04L65/103 , H04L65/104 , H04L65/1096 , H04L65/4007 , H04M3/523
摘要： A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.
摘要翻译：提供了一种用于处理与组织的客户端的联系的方法和装置。该方法包括以下步骤：通过以第一通信格式操作的第一通信信道检测与客户端的联系的组织的联系处理资源，所述联系人处理资源基于与客户端的联系产生信息请求，传送信息请求到组织的媒体服务器，媒体服务器通过以第二通信格式操作的第二通信信道向客户端发送信息响应。

30. 发明授权

US07466686B2 Multi-protocol agent telephone system 有权
标题翻译：多协议代理电话系统
公开(公告)号：US07466686B2
公开(公告)日：2008-12-16
申请号：US09997912
申请日：2001-11-30
申请人： Anthony J. Dezonno , Michael C. Hollatz
发明人： Anthony J. Dezonno , Michael C. Hollatz
IPC分类号： H04L12/28 , H04L12/66 , H04L12/50 , H04J15/00 , H04J3/16
CPC分类号： H04M7/0057 , H04M3/51 , H04M3/5133
摘要： An agent telephone system for use in a transaction processing system, where the transaction processing system is configured to couple an incoming telephone call with an agent of the agent telephone system and to route the incoming telephone call over one of a plurality of communication networks, where the communication networks utilize differing communication protocols. The agent telephone system includes a microprocessor and a memory operatively coupled to the microprocessor. An agent microphone and agent speaker are included for transmission and reception of audio information, respectively. The agent telephone system includes a conversion device configured to operatively couple the agent microphone and the agent speaker to the microprocessor, and an input multiplexer operatively coupled to the microprocessor, where the microprocessor is configured to control selection of one of a plurality of input lines of the multiplexer. A plurality of network interfaces are configured to operatively couple a selected communication network to the corresponding input line of the multiplexer so as to permit communication between the caller and the agent of the agent telephone system over the selected communication network.
摘要翻译：一种在交易处理系统中使用的代理电话系统，其中交易处理系统被配置为将来电电话与代理电话系统的代理耦合，并且通过多个通信网络中的一个路由入局电话呼叫，其中通信网络利用不同的通信协议。代理电话系统包括微处理器和可操作地耦合到微处理器的存储器。包括代理麦克风和代理扬声器分别用于音频信息的发送和接收。代理电话系统包括被配置为将代理麦克风和代理扬声器可操作地耦合到微处理器的转换装置，以及可操作地耦合到微处理器的输入多路复用器，其中微处理器被配置为控制对多个输入线多路复用器。多个网络接口被配置为将所选择的通信网络可操作地耦合到多路复用器的相应输入线，以便允许主叫方和所选代理电话系统的代理之间通过所选择的通信网络进行通信。

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