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1. 发明授权

US09654634B2 Management of transaction routing to enterprise agents 有权
公开(公告)号：US09654634B2
公开(公告)日：2017-05-16
申请号：US12427172
申请日：2009-04-21
申请人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
发明人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
IPC分类号： H04M3/523 , H04M3/51
CPC分类号： H04M3/5191 , H04M3/5238
摘要： A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

2. 发明授权

US08792632B2 System and methods for scheduling and optimizing inbound call flow to a call center 有权
标题翻译：调度和优化到呼叫中心的入站呼叫流的系统和方法
公开(公告)号：US08792632B2
公开(公告)日：2014-07-29
申请号：US12540607
申请日：2009-08-13
申请人： Nikolay Anisimov , Sergey Fedorov , Herbert Ristock
发明人： Nikolay Anisimov , Sergey Fedorov , Herbert Ristock
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , G06Q10/10
摘要： A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
摘要翻译：用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请，潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。

3. 发明申请

US20100266115A1 Management of Transaction Routing to Enterprise Agents 有权
标题翻译：对企业代理的事务路由管理
公开(公告)号：US20100266115A1
公开(公告)日：2010-10-21
申请号：US12427172
申请日：2009-04-21
申请人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
发明人： Sergey Fedorov , Nikolay Anisimov , Herbert Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vadim Dymshyts
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5238
摘要： A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.
摘要翻译：提供了一种用于将事务路由到一组代理中的单个代理的系统，包括：其中将要路由的事务被放置的队列，发送邀请以从队列到代理进行交互的传送设备，以及路由器路由事务接受邀请的个人代理人的队列。

4. 发明申请

US20080043728A1 Apparatus and Methods for Coordinating Telephone and Data Communications 审中-公开
标题翻译：用于协调电话和数据通信的装置和方法
公开(公告)号：US20080043728A1
公开(公告)日：2008-02-21
申请号：US11924773
申请日：2007-10-26
申请人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
发明人： Alec Miloslavsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski , Yuri Shtivelman , Oleg Turovsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin
IPC分类号： H04M3/42
CPC分类号： H04M3/5237 , G06Q10/107 , H04M3/5191 , H04M7/0027
摘要： A computerized telephony call center for serving a customer base has a central switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected to a public switched telephone network, and a first processor connected to the central switch by a high-speed data link and to the telephone network by a digital network connection. The first processor is adapted to monitor transactional activity of the central switch, to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor over the digital network connection. The digital network connection may be a TCP\IP connection. In a preferred embodiment the first processor is connected by a local area network (LAN) to network interfaces including a video display unit (VDU) and input apparatus proximate individual ones of the plurality of telephones connected to the central switch. In some embodiments the LAN is also connected to a data server running an instance of a database. In other embodiments the call center, and other similar call centers are all part of a call routing system wherein calls are routed from Service Control Points to call centers over telephone lines, and data is routed to the call centers over a separate digital network connection between processors coupled to the Service Control Points and to the call center central switches. In various embodiments aspects of the invention apply to Internet protocol network telephony (IPNT) calls as well as to conventional telephony calls.
摘要翻译：用于服务于客户群的计算机化电话呼叫中心具有连接到操作员工作站处的多个电话的中央交换机，并且适于将呼叫路由到个人电话，并且还连接到公共交换电话网络，以及连接到第一处理器通过高速数据链路到达中央交换机，并通过数字网络连接到电话网络。第一处理器适于监测中央交换机的事务活动，以根据处理器中的选定例程处理活动信息，并且通过数字网络连接将经处理的信息传送到第二处理器。数字网络连接可能是TCP \ IP连接。在优选实施例中，第一处理器通过局域网（LAN）连接到包括视频显示单元（VDU）的网络接口和靠近连接到中央交换机的多个电话中的单个电话的输入设备。在一些实施例中，LAN也连接到运行数据库实例的数据服务器。在其他实施例中，呼叫中心和其他类似的呼叫中心都是呼叫路由系统的一部分，其中呼叫通过电话线从服务控制点路由到呼叫中心，并且数据通过电话线路之间的单独的数字网络路由路由到呼叫中心处理器耦合到服务控制点和呼叫中心中央交换机。在各种实施例中，本发明的方面应用于因特网协议网络电话（IPNT）呼叫以及常规电话呼叫。

5. 发明申请

US20060029206A1 Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center 有权
标题翻译：用于在客户关系管理系统和多信道通信中心之间集成代理状态的方法和装置
公开(公告)号：US20060029206A1
公开(公告)日：2006-02-09
申请号：US10993837
申请日：2004-11-18
申请人： Nikolay Anisimov , Petr Makagon , Herbert Ristock , Andrey Ryabchun
发明人： Nikolay Anisimov , Petr Makagon , Herbert Ristock , Andrey Ryabchun
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5183 , H04M3/42093 , H04M3/42365 , H04M3/5125 , H04M3/5191
摘要： A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
摘要翻译：用于集成用于通信的联络中心，代理站和客户关系管理服务器的系统包括具有到联络中心，代理站和客户关系管理服务器的端口连接的网络适配器节点; 以及在网络适配器模式上运行的一个或多个动态状态，其中所描述的一个或多个状态根据模型表示当前代理活动和存在属性。在优选应用中，客户关系管理服务器适于基于用于代理站的一个或多个活动或队列中的一个或多个事件的当前状态信息将代理站的数据和/或服务或其可用性通知发送给代理站。

6. 发明申请

US20050207559A1 Method for estimating telephony system-queue waiting time in an agent level routing environment 审中-公开
公开(公告)号：US20050207559A1
公开(公告)日：2005-09-22
申请号：US11136319
申请日：2005-05-23
申请人： Juri Shtivelman , Nikolay Anisimov , Gregory Pogossians , Vladimir Deryugin , Dmytro Balkin , Luben Stoilov
发明人： Juri Shtivelman , Nikolay Anisimov , Gregory Pogossians , Vladimir Deryugin , Dmytro Balkin , Luben Stoilov
IPC分类号： H04M3/00 , H04M3/51 , H04M3/523 , H04M5/00
CPC分类号： H04M3/5183 , H04M3/5238
摘要： A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

7. 发明授权

US09553755B2 Method for implementing and executing communication center routing strategies represented in extensible markup language 有权
标题翻译：用于实现和执行以可扩展标记语言表示的通信中心路由策略的方法
公开(公告)号：US09553755B2
公开(公告)日：2017-01-24
申请号：US13045220
申请日：2011-03-10
申请人： Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , David Anderson , Colin Michael Leonard , Yi Zhang , Vitaliy Teryoshin
发明人： Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , David Anderson , Colin Michael Leonard , Yi Zhang , Vitaliy Teryoshin
IPC分类号： H04M3/51 , H04M3/523 , H04M3/42 , H04L29/06 , H04L12/64 , H04M7/00 , H04M7/12 , H04Q3/64
CPC分类号： H04L29/06 , H04L29/06027 , H04L65/1009 , H04L65/104 , H04L65/1043 , H04L2012/6443 , H04M3/42323 , H04M3/51 , H04M3/523 , H04M7/006 , H04M7/1255 , H04Q3/64 , H04Q2213/13034 , H04Q2213/1307 , H04Q2213/13097 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13389
摘要： A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
摘要翻译：提供了一种用于补充联络中心中的现有交互例程的方法，其具有附加的能力，包括以下动作：（a）创建至少一个具有至少一个规则属性的规则; （b）创建一个或多个过程，整个规则的过程; （c）将至少一个规则和整体过程定义为策略; 和（d）将策略与交互例程相关联，该链接用于在实体与例程之间的交互中引起策略的执行，其执行促进策略中定义的进一步交互。

8. 发明授权

US09002920B2 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 有权
公开(公告)号：US09002920B2
公开(公告)日：2015-04-07
申请号：US12119843
申请日：2008-05-13
申请人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173 , G06F15/16 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/08 , H04M3/51 , H04M3/523 , H04Q3/00 , H04Q3/64 , H04M3/22 , H04M3/42 , H04M3/493
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

9. 发明授权

US08718690B2 System and methods for integrating short message service messaging with contact center applications 有权
标题翻译：将短消息服务消息传递与联络中心应用程序集成的系统和方法
公开(公告)号：US08718690B2
公开(公告)日：2014-05-06
申请号：US13537681
申请日：2012-06-29
申请人： Nikolay Anisimov , Yevgeniy Petrovykh , Sergey B. Belov , Mark Scott
发明人： Nikolay Anisimov , Yevgeniy Petrovykh , Sergey B. Belov , Mark Scott
IPC分类号： H04W4/00
CPC分类号： H04M3/5183 , H04L12/1822 , H04L12/66 , H04L51/04 , H04L51/36 , H04L51/38 , H04L67/02 , H04M3/5141 , H04M3/5191 , H04M3/523 , H04W4/12 , H04W4/14 , H04W40/02 , H04W88/16
摘要： A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.
摘要翻译：用于将短消息服务（SMS）消息路由到联络中心中的端点的系统包括用于从操作变体协议的多个源接收SMS消息流的第一节点，以及根据通用协议将多个流复用到单个消息流中的媒体网关服务器连接到第一节点，用于接收单个消息流，并将其中的各个消息转发到多个连接的服务器中的个别消息流，以及连接到至少一个连接的服务器的路由器，用于路由其中表示的各个消息到多个网络支持的端点设备中的单个的。

10. 发明授权

US08411844B1 Method for controlling abandonment rate in outbound campaigns 有权
标题翻译：控制出境运动放弃率的方法
公开(公告)号：US08411844B1
公开(公告)日：2013-04-02
申请号：US13332503
申请日：2011-12-21
申请人： Nikolay Anisimov , Dmitry Spasibenko , Sam Shkrabov , David Van Everen
发明人： Nikolay Anisimov , Dmitry Spasibenko , Sam Shkrabov , David Van Everen
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5158
摘要： A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.
摘要翻译：一种用于控制和校正在自动联络中心中的放弃率的方法，该自动联络中心使用预测拨号方法来确定用于拨号生成的呼叫的数量。当放弃率接近零时，该方法确定由预测拨号方法使用的平均代理占用。经验数据是在代理人占有率上收集的，而预测拨号方法则使用平均代理占用来确定要生成的呼叫数。该方法确定目标放弃率和目标代理占有率，其中具有等于或高于目标代理占用的代理占用的代理占用经验数据的一部分在目标放弃率的预定范围内。目标代理占用用于调整预测拨号方式所使用的平均代理占用。

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