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1. 发明申请

US20130129067A1 PERSONAL DESKTOP ROUTER 审中-公开
公开(公告)号：US20130129067A1
公开(公告)日：2013-05-23
申请号：US13671558
申请日：2012-11-08
申请人： Igor Neyman , Michail Barskiy , Alec Miloslavsky , Oleg Bondarenko , Valeriy Issayev , Andrei Petrov , Paul Karpenko , Alex Smelik , Alexander Volguin , Yuri Ostapchuk , Boris Livshits , Hamid Dadgar
发明人： Igor Neyman , Michail Barskiy , Alec Miloslavsky , Oleg Bondarenko , Valeriy Issayev , Andrei Petrov , Paul Karpenko , Alex Smelik , Alexander Volguin , Yuri Ostapchuk , Boris Livshits , Hamid Dadgar
IPC分类号： H04M7/00
CPC分类号： H04M7/006 , H04M1/2473 , H04M3/323 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42127 , H04M3/42153 , H04M3/42161 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M7/00 , H04M2201/40 , H04M2201/42 , H04M2203/408 , H04M2242/22
摘要： A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

2. 发明授权

US07715332B2 Determining presence for interaction routing 失效
标题翻译：确定交互路由的存在
公开(公告)号：US07715332B2
公开(公告)日：2010-05-11
申请号：US11923910
申请日：2007-10-25
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L12/16
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译：具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。

3. 发明申请

US20080049928A1 Determining Presence for Interaction Routing 失效
标题翻译：确定交互路由的存在
公开(公告)号：US20080049928A1
公开(公告)日：2008-02-28
申请号：US11923910
申请日：2007-10-25
申请人： Alec Miloslavsky , Jason Goecke , Vladimir Deryugin , Dmitry Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir Deryugin , Dmitry Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04M3/00
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译：具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。

4. 发明申请

US20080043977A1 Personal Desktop Router 有权
标题翻译：个人桌面路由器
公开(公告)号：US20080043977A1
公开(公告)日：2008-02-21
申请号：US11926542
申请日：2007-10-29
申请人： Igor Neyman , Michail Barskiy , Alec Miloslavsky , Oleg Bondarenko , Valeriy Issayev , Andrei Petrov , Paul Karpenko , Alex Smelik , Alexander Volguin , Yuri Ostapchuk , Boris Livshits , Hamid Dadgar
发明人： Igor Neyman , Michail Barskiy , Alec Miloslavsky , Oleg Bondarenko , Valeriy Issayev , Andrei Petrov , Paul Karpenko , Alex Smelik , Alexander Volguin , Yuri Ostapchuk , Boris Livshits , Hamid Dadgar
IPC分类号： H04M3/42
CPC分类号： H04M7/006 , H04M1/2473 , H04M3/323 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42127 , H04M3/42153 , H04M3/42161 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M7/00 , H04M2201/40 , H04M2201/42 , H04M2203/408 , H04M2242/22
摘要： A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.
摘要翻译：作为客户驻地系统的一部分的客户端 - 服务器电话路由器系统具有适于在诸如公共分支交换机（PBX）或其他电话交换机的电话交换机上执行的客户端 - 服务器路由器，或者在由CTI连接的处理器链接到电话交换机。执行路由器的电话交换机或处理器连接到局域网（LAN），该局域网还互连靠近连接到电话交换机的电话的计算机工作站。客户端用户界面应用程序在计算机工作站上运行，允许客户端编辑路由器的路由规则，该路由规则具有与客户驻地系统的用户和工作站相关联的路由规则列表。编辑规则由专用于各个用户的部分由路由器保存。使用此系统，用户可以在LAN上的工作站上编辑他自己的路由规则，并将编辑传输到客户端 - 服务器路由器，其中将遵循规则来路由该用户和协议的呼叫。

5. 发明授权

US07020264B1 Negotiated routing in telephony systems 失效
公开(公告)号：US07020264B1
公开(公告)日：2006-03-28
申请号：US09661181
申请日：2000-09-13
申请人： Igor Neyman , Alec Miloslavsky
发明人： Igor Neyman , Alec Miloslavsky
IPC分类号： H04M3/42 , H04M3/523 , H04M7/00
CPC分类号： H04M3/5183 , H04M3/02 , H04M3/4211 , H04M3/436 , H04M3/46 , H04M3/465 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M2201/12
摘要： A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

6. 发明申请

US20050128961A1 Routing emails to a plurality of agents 有权
标题翻译：将电子邮件路由到多个代理
公开(公告)号：US20050128961A1
公开(公告)日：2005-06-16
申请号：US11049207
申请日：2005-02-01
申请人： Alec Miloslavsky , Jason Goecke , Vladimir Deryugin , Dmitry Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir Deryugin , Dmitry Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04M3/42 , G06F11/10 , G06F11/16 , G06F11/267 , G06Q10/00 , G11B20/18 , H04L12/58 , H04L29/06 , H04M3/36 , H04M3/51 , H04M3/523 , H04M3/527 , H04M3/53 , H04M7/00 , H04M7/12 , H04M11/00 , H04M11/06 , H04N7/14 , H04N7/15 , H04Q3/00 , H04Q3/58 , H04Q3/62 , H04Q3/72 , H04Q11/00
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译：具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。

7. 发明授权

US06625139B2 Apparatus and methods for coordinating internet protocol telephone and data communications 失效
标题翻译：用于协调互联网协议电话和数据通信的装置和方法
公开(公告)号：US06625139B2
公开(公告)日：2003-09-23
申请号：US09010940
申请日：1998-01-22
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L1266
CPC分类号： H04Q3/62 , G06Q10/107 , H04L29/06 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42314 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/003 , H04M7/0033 , H04M7/0054 , H04M7/006 , H04M7/12 , H04M7/128 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13385 , H04Q2213/13389 , Y10S379/90
摘要： A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, an IP address or the like, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, necessary data for the browsing person to place an Internet Protocol Network Telephony (IPNT) call to the browsing person, utilizing Internet Telephony software at the browsing person's PC. The call center selects an agent, and initiates a watch for an arriving IPNT call from the browsing person. On arrival of the call, the call is routed to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's information, determines the appropriate IP address, and places an IPNT call to the browsing person. When the call placed from the center is answered, it is switched to a selected agent.
摘要翻译：电话呼叫中心系统包括适于从WEB服务器接收数据的因特网连接，来自浏览因特网的人的计算机平台的数据，包括标识浏览者的数据，诸如电话号码，IP地址或并且向WEB服务器指示浏览者与呼叫中心的代理进行通信的愿望。所需的通信可以是（a）对呼叫中心的代理人的请求从浏览者接收呼叫，或（b）从呼叫中心向浏览者发送呼叫的请求。在（a）和（b）中，实际结果是浏览人员和呼叫中心的代理商之间的电话会议。在第一种情况（a）中，响应于从WEB服务器到呼叫中心的数据，呼叫中心向WEB服务器提供用于经由因特网向浏览者转移的必要数据，以供浏览者放置互联网协议网络电话（IPNT）呼叫浏览人员，在浏览人员的PC上利用互联网电话软件。呼叫中心选择代理，并从浏览人员发起到达IPNT呼叫的手表。呼叫到达时，呼叫路由到所选代理。在另一个实例（b）中，响应于该数据，呼叫中心输入浏览者的信息，确定适当的IP地址，并向浏览者发送IPNT呼叫。当从中心发出的呼叫被应答时，它被切换到选定的代理。

8. 发明授权

US06581105B2 Apparatus and method for improving e-mail routing in an internet protocol network telephony call-in center 有权
标题翻译：用于改进因特网协议网络电话呼叫中心中的电子邮件路由的装置和方法
公开(公告)号：US06581105B2
公开(公告)日：2003-06-17
申请号：US09443146
申请日：1999-11-18
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： G06F15173
CPC分类号： H04Q3/62 , G06F11/10 , G06F11/1008 , G06F11/2215 , G06Q10/107 , G11B20/1833 , H04L29/06 , H04L51/066 , H04L51/12 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5141 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/00 , H04M7/0003 , H04M7/0006 , H04M7/0009 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389 , Y10S370/901 , Y10S379/90
摘要： An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
摘要翻译：具有用于服务客户端的多个代理的因特网协议网络电话呼叫中心还处理到呼叫中心的电子邮件地址，但不处理特定代理。电子邮件服务器接收和路由电子邮件，并且包括路由器和存储有关代理的技能组信息的数据库。路由器从电子邮件中提取信息，将提取的信息中的关键字与技能集中的关键字进行匹配，并将电子邮件路由到具有必要技能的适当代理人以响应电子邮件中的服务要求。

9. 发明授权

US06459697B1 Integrated telephony network combining a packet data network and a dedicated—connection network 有权
标题翻译：组合分组数据网络和专用连接网络的集成电话网络
公开(公告)号：US06459697B1
公开(公告)日：2002-10-01
申请号：US09191276
申请日：1998-11-12
申请人： Igor Neyman
发明人： Igor Neyman
IPC分类号： H04L1266
CPC分类号： H04M7/1205 , H04L12/6418 , H04L45/04 , H04L47/24 , H04L2012/6472 , H04M3/493 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/58 , H04M2207/12 , H04Q3/0045 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345 , H04Q2213/13377 , H04Q2213/13389
摘要： An integrated telephony network includes both a connection-oriented switched telephony (COST) network and a data network telephony (DNT) network, the two networks connected by a dual-ported interactive voice response (IVR) server, the ports adapted to communicate with callers from each network, and a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the connected networks. Each network has at least one service control point (SCP) connected to the IVR, and calls received in either network are routed by connecting callers to the IVR for eliciting information from the caller, and then further routing either in the receiving network or over the translating bridge unit into and through the opposite network according to the information elicited from the caller. An SCP in the DNT network is implemented by connecting a computer-telephony integration (CTD) server to at least one IP router in the DNT. The DNT network may be the Internet and the COST network can be any publicly-switched telephone network.
摘要翻译：集成电话网络包括面向连接的交换电话（COST）网络和数据网络电话（DNT）网络，两个网络由双端口交互语音响应（IVR）服务器连接，适用于与呼叫者通信的端口以及双端口转换桥接器单元，其适于在所连接的网络的数据协议之间进行双向转换。每个网络具有连接到IVR的至少一个服务控制点（SCP），并且在任一网络中接收到的呼叫通过将呼叫者连接到IVR来路由来自呼叫者的信息，然后在接收网络中或在根据来自呼叫者的信息将桥接单元转换到相对的网络中并通过相对的网络。通过将计算机电话集成（CTD）服务器连接到DNT中的至少一个IP路由器来实现DNT网络中的SCP。 DNT网络可以是因特网，并且COST网络可以是任何公共交换电话网络。

10. 发明授权

US06175564B1 Apparatus and methods for managing multiple internet protocol capable call centers 失效
标题翻译：用于管理多个互联网协议的呼叫中心的装置和方法
公开(公告)号：US06175564B1
公开(公告)日：2001-01-16
申请号：US09012043
申请日：1998-01-22
申请人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
发明人： Alec Miloslavsky , Jason Goecke , Vladimir N. Deryugin , Dmitry A. Torba , Igor Neyman , Oleg Turovsky
IPC分类号： H04L1216
CPC分类号： H04Q3/62 , G06Q10/107 , H04L51/14 , H04M3/36 , H04M3/42042 , H04M3/42314 , H04M3/42323 , H04M3/51 , H04M3/5125 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5307 , H04M7/003 , H04M7/0033 , H04M7/0054 , H04M7/122 , H04M7/128 , H04M2201/50 , H04M2203/4536 , H04M2242/22 , H04N7/148 , H04N7/15 , H04Q3/0029 , H04Q3/72 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13175 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/13337 , H04Q2213/13389
摘要： An Internet Protocol Network Telephony (IPNT) system has Internet-connected managing computers at plural call centers connected to local agent stations at each call center. The managing computers are adapted to receive IPNT calls from clients at internal routing points. A router coupled to each of the managing computers at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent stations selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point address at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station. Statistics may be used in routing, and data regarding client-callers may be routed to the same agent station for display to which calls are routed.
摘要翻译：互联网协议网络电话（IPNT）系统具有连接到每个呼叫中心的本地代理站的多个呼叫中心的因特网连接的管理计算机。管理计算机适于在内部路由点从客户端接收IPNT呼叫。耦合到呼叫中心的每个管理计算机的路由器适于执行路由规则以选择代理站用于传送在路由点处接收的呼叫，并且所选择的代理站可以在所涉及的任何呼叫中心。在一方面，路由器首先接收到远离呼叫中心的远程呼叫中心的代理站，在远程呼叫中心请求路由点地址，然后将呼叫转移到该新的路由点。然后，第二呼叫中心进一步将转移的呼叫路由到最终的代理站。可以在路由中使用统计信息，并且关于客户端呼叫者的数据可以被路由到相同的代理站以进行哪些呼叫路由。

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