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1. 发明授权

US07746362B2 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US07746362B2
公开(公告)日：2010-06-29
申请号：US11352146
申请日：2006-02-10
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： G06F13/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
摘要翻译：多种通信类型被集成到呼叫中心。通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于诸如分配给代理的端点数量，代理可用性，优先级等特定标准来对代理进行优先级和分配呼叫客户呼叫，给定代理的效率和代理处理特定通信类型呼叫的效率。描述了允许代理控制接受多个呼叫的代理用户界面。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统提供详细的代理性能跟踪。系统通过使用备份系统提供故障恢复。如果网络服务器发生故障，则客户直接连接到代理。当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。该系统提供广泛的呼叫记录或“数据唤醒”信息收集。该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。该系统将人类知识与自动化知识库相结合。该系统实时地向代理更新或添加到知识库中。该系统还提供了不同通信类型的“混合”。

2. 发明授权

US06665395B1 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US06665395B1
公开(公告)日：2003-12-16
申请号：US09209800
申请日：1998-12-11
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： H04M300
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
摘要翻译：多种通信类型被集成到呼叫中心。通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于特定标准（例如分配给代理的端点数量，代理的可用性，客户呼叫的优先级，给定代理的效率以及代理处理特定通信类型呼叫的效率）的特定标准来优先处理和分配呼叫。描述了一种代理用户界面，允许代理人控制接受多个呼叫。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统提供详细的代理性能跟踪。系统通过使用备份系统提供故障恢复。如果网络服务器发生故障，则客户直接连接到代理。当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。该系统提供广泛的呼叫记录或“数据唤醒”信息收集。该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。该系统将人的知识与自动化知识库相结合。该系统实时地向代理更新或添加到知识库中。该系统还提供了不同通信类型的“混合”。

3. 发明授权

US07995740B2 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US07995740B2
公开(公告)日：2011-08-09
申请号：US11351605
申请日：2006-02-10
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： H04M3/00 , H04M5/00 , H04M7/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.
摘要翻译：多种通信类型（例如，聊天，电子邮件，语音等）被集成到呼叫中心中。实施例可以允许单个代理来处理多个端点和多个通信类型。代理用户界面允许代理人控制接受多个通信，并向代理人提供关于通信和客户的信息。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统还提供了将大量历史和当前数据从一个代理转移到另一个代理以及从存储转移到活动代理的灵活性。该系统还提供不同通信类型的“混合”，以向代理提供单一接口。

4. 发明授权

US06377944B1 Web response unit including computer network based communication 有权
标题翻译： Web响应单元包括基于计算机网络的通信
公开(公告)号：US06377944B1
公开(公告)日：2002-04-23
申请号：US09210169
申请日：1998-12-11
申请人： Andrew T. Busey , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Brett Morrison , Dwight M Moore , Kirschen Alcyone Seah , Rickey E. Chevrie , George Currie , Yuan Sylvia Tien
发明人： Andrew T. Busey , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Brett Morrison , Dwight M Moore , Kirschen Alcyone Seah , Rickey E. Chevrie , George Currie , Yuan Sylvia Tien
IPC分类号： G06F1730
CPC分类号： H04L29/06 , G06F17/30867 , H04L67/306 , Y10S707/99933 , Y10S707/99934 , Y10S707/99945
摘要： A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.
摘要翻译：基于网络的客户界面允许客户从各种数据源或数据库（包括知识库和常见问题数据库）接收自动化信息。数据源根据记录正在进行的客户查询和与数据库的事务进行更新。更新可以在用于更新数据源之前进行检查。执行客户身份验证，以便客户能够获得更高水平的服务，并且可以使用任何先前的客户会话来帮助人员了解客户的情况。

5. 发明申请

US20060188086A1 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US20060188086A1
公开(公告)日：2006-08-24
申请号：US11351605
申请日：2006-02-10
申请人： Andrew Busey , Mark Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight Moore , Edward Horvath , Kirschen Seah , Stephen Zilko , Zhiyu Zhang , George Currie , Mohammed Hoq , Kenneth Bowen , Christopher Sanchez
发明人： Andrew Busey , Mark Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight Moore , Edward Horvath , Kirschen Seah , Stephen Zilko , Zhiyu Zhang , George Currie , Mohammed Hoq , Kenneth Bowen , Christopher Sanchez
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
摘要翻译：多种通信类型被集成到呼叫中心。通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于特定标准（例如分配给代理的端点数量，代理可用性，客户呼叫的优先级，给定代理的效率和代理处理特定通信类型呼叫的效率）的特定标准来优先分配和分配呼叫。描述了允许代理控制接受多个呼叫的代理用户界面。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统提供详细的代理性能跟踪。系统通过使用备份系统提供故障恢复。如果网络服务器发生故障，则客户直接连接到代理。当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。该系统提供广泛的呼叫记录或“数据唤醒”信息收集。该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。该系统将人类知识与自动化知识库相结合。该系统实时地向代理更新或添加到知识库中。该系统还提供了不同通信类型的“混合”。

6. 发明申请

US20060203993A1 Automatic call distribution system using computer network-based communication 有权
公开(公告)号：US20060203993A1
公开(公告)日：2006-09-14
申请号：US11352146
申请日：2006-02-10
申请人： Andrew Busey , Mark Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight Moore , Edward Horvath , Kirschen Seah , Stephen Zilko , Zhiyu Zhang , George Currie , Mohammed Hoq , Kenneth Bowen , Christopher Sanchez
发明人： Andrew Busey , Mark Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight Moore , Edward Horvath , Kirschen Seah , Stephen Zilko , Zhiyu Zhang , George Currie , Mohammed Hoq , Kenneth Bowen , Christopher Sanchez
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

7. 发明授权

US06658450B1 Method and system for memory resident transient storage of data associated with a plurality of collaborating computer processes 有权
标题翻译：用于与多个协作计算机进程相关联的数据的存储器驻留瞬态存储的方法和系统
公开(公告)号：US06658450B1
公开(公告)日：2003-12-02
申请号：US09240207
申请日：1999-01-29
申请人： Govind Balakrishnan , Peter Bunyan
发明人： Govind Balakrishnan , Peter Bunyan
IPC分类号： G06F1516
CPC分类号： G06F9/542 , G06F9/544 , G06F2209/544
摘要： A memory-resident stored system for storing data associated with a plurality of collaborating computer processes, wherein selected ones of the computer processes collaborate with other ones of the collaborating computer processes. Included instructions for dynamically establishing a hierarchical organization relating to a plurality of nodes. Each of the nodes establishes a path with at least selected ones of the plurality of collaborating computer processes. Instructions operate to describe a plurality of the paths according to the hierarchical organization for generating a plurality of hierarchical path descriptions between selected ones of the plurality of nodes and the at least selected ones of the plurality of collaborating computer processes. Instructions also accommodate communicating with the communications network server, the plurality of hierarchical paths descriptions for permitting transient storage of data in describing the path between the nodes and the plurality of collaborating computer processes.
摘要翻译：用于存储与多个协作计算机进程相关联的数据的内存驻留的存储系统，其中所选择的计算机进程与协作计算机进程中的其他协作计算机进程协作。包括用于动态地建立与多个节点有关的分层组织的指令。每个节点建立与多个协作计算机进程中的至少一个选择的路径。指令用于根据用于在所述多个节点中的选定节点和所述多个协作计算机进程中的至少选定的节点之间生成多个分层路径描述的分级组织来描述多个路径。指令还适用于与通信网络服务器的通信，多个分层路径描述，用于允许数据在描述节点和多个协作计算机进程之间的路径的瞬时存储。

8. 发明授权

US5542646A Hydraulically operated forcing tool 失效
标题翻译：液压操作强制工具
公开(公告)号：US5542646A
公开(公告)日：1996-08-06
申请号：US345574
申请日：1994-11-28
申请人： Peter Bunyan
发明人： Peter Bunyan
IPC分类号： A62B3/00 , B66F3/24
CPC分类号： A62B3/005 , Y10T29/53683
摘要： The forcing rod of a hydraulically operated tool has thereon intermediate its ends an enlarged-diameter piston head which reciprocates in the bore of a cylinder housing, and divides the bore into a pressure chamber and a reservoir chamber. A hand-operated pump mechanism on the housing is operable to draw fluid from the reservoir chamber and to pump it under pressure into the pressure chamber, thereby causing the forcing rod to advance out of one end of the housing against the resistance of a return spring. Each of two plates removably secured to opposite sides of the housing contain to elongate chambers which communicate at one end with the reservoir chamber, and which contain spring-loaded pistons which function to maintain pressure on the fluid in the reservoir chamber.
摘要翻译：液压操作工具的推杆在其中部具有一个扩大直径的活塞头，该活塞头在气缸壳体的孔中往复运动，并将孔分成压力室和储存室。壳体上的手动泵机构可操作以从储存室抽取流体并将其在压力下泵送到压力室中，从而使得迫使杆抵抗复位弹簧的阻力而从壳体的一端推出。可移除地固定到壳体的相对侧的两个板中的每一个包含一个细长的室，其在一端与储存室连通，并且其包含用于维持储存室中的流体的压力的弹簧加载的活塞。

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