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1. 发明授权

US09883037B1 Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents 有权
公开(公告)号：US09883037B1
公开(公告)日：2018-01-30
申请号：US15617616
申请日：2017-06-08
申请人： ASPECT SOFTWARE, INC.
发明人： Donald C. Lewis , Darrell Burkhead , Diane Wight , Aaron Beshears
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , G06Q10/06
CPC分类号： H04M3/5175 , G06Q10/063118 , H04M3/5191 , H04M3/523 , H04M2203/402 , H04M2203/558
摘要： Methods and systems in a contact center for estimating staff levels expected to meet service quality goals are described. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.

2. 发明申请

US20200302348A1 METHOD AND APPARATUS FOR DESCRIBING AND PROFILING EMPLOYEE SCHEDULES 审中-公开
公开(公告)号：US20200302348A1
公开(公告)日：2020-09-24
申请号：US16883143
申请日：2020-05-26
申请人： ASPECT SOFTWARE INC.
发明人： DAVID RAWLE , AARON BESHEARS
IPC分类号： G06Q10/06
摘要： A method and apparatus are provided for identifying activities within a work schedule. The methods include the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile.

3. 发明申请

US20210365850A1 METHOD AND SYSTEM FOR MATCHING RESOURCES AND CO-RESOURCES 有权
公开(公告)号：US20210365850A1
公开(公告)日：2021-11-25
申请号：US17395302
申请日：2021-08-05
申请人： Aspect Software, Inc.
发明人： Donald C. Lewis
IPC分类号： G06Q10/06
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.

4. 发明授权

US08964769B2 Networked computer telephony system driven by web-based applications 有权
标题翻译：由基于Web的应用程序驱动的联网计算机电话系统
公开(公告)号：US08964769B2
公开(公告)日：2015-02-24
申请号：US13858817
申请日：2013-04-08
申请人： Aspect Software, Inc.
发明人： Jonathan Robert Taylor
IPC分类号： H04L12/56 , H04L29/06 , H04M7/00 , H04M3/493 , H04M3/42
CPC分类号： H04L29/06278 , H04M3/42323 , H04M3/4938 , H04M7/006 , H04M2201/40 , H04M2201/60
摘要： A networked telephony system and method allow users to deploy on the Internet computer telephony applications associated with designated telephone numbers. The telephony application is easily created by a user in XML (Extended Markup Language) with predefined telephony XML tags and easily deployed on a website. The telephony XML tags include those for call control and media manipulation. A call to anyone of these designated telephone numbers may originate from anyone of the networked telephone system such as the PSTN (Public Switched Telephone System), a wireless network, or the Internet. The call is received by an application gateway center (AGC) installed on the Internet. Analogous to a web browser, the AGC provides facility for retrieving the associated XML application from its website and processing the call accordingly. The architecture and design of the system allow for reliability, high quality-of-service, easy scalability and the ability to incorporate additional telephony hardware and software and protocols.
摘要翻译：网络电话系统和方法允许用户部署在与指定电话号码相关联的因特网计算机电话应用中。电话应用程序可以由XML（扩展标记语言）中的用户轻松创建，并具有预定义的电话XML标签，并可轻松部署在网站上。电话XML标签包括用于呼叫控制和媒体操纵的标签。对这些指定电话号码中的任何一个的呼叫可以源自诸如PSTN（公共交换电话系统），无线网络或因特网的联网电话系统中的任何一个。该呼叫由安装在因特网上的应用网关中心（AGC）接收。 AGC类似于Web浏览器，它提供从其网站检索相关联的XML应用程序的功能，并相应地处理呼叫。该系统的体系结构和设计允许可靠性，高质量的服务，易于扩展的能力以及结合额外的电话硬件和软件和协议的能力。

5. 发明授权

US08891511B2 System and method for dynamic telephony resource allocation between premise and hosted facilities 有权
标题翻译：内部和托管设施之间动态电话资源配置的系统和方法
公开(公告)号：US08891511B2
公开(公告)日：2014-11-18
申请号：US13739983
申请日：2013-01-11
申请人： Aspect Software, Inc.
发明人： Jonathan Robert Taylor , Ryan Stephen Campbell , R J Auburn , Alexander S. Agranovsky
IPC分类号： H04L12/28 , H04M3/523 , H04M7/00
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.
摘要翻译：网络应用网关中心或语音中心的人口提供电话资源。用于呼叫号码的电话应用通常由具有预定义电话XML标签的XML（扩展标记语言）的用户创建并部署在网站上。语音中心提供从其网站检索相关联的XML应用程序的功能，并相应地处理呼叫。个人语音中心可以在托管设施或客户的前提下运行。配置管理服务器有助于在语音中心之间分配电话资源。这是通过适当地更新语音中心目录来实现的。以这种方式，原来的容量在一个前提下，由硬件预先安装，可以上调或下调。如果前提是能力不足，可以从托管设施中补充。如果前提具有剩余能力，可以在外部重新分配供其他人使用。

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