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1. 发明授权

US07184540B2 Personality based matching of callers to agents in a communication system 有权
标题翻译：呼叫者与通信系统中的代理的基于个性的匹配
公开(公告)号：US07184540B2
公开(公告)日：2007-02-27
申请号：US10304872
申请日：2002-11-26
申请人： Anthony J. Dezonno , Mark J. Power , Roger A. Sumner , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Mark J. Michelson , Robert P. Beckstrom
发明人： Anthony J. Dezonno , Mark J. Power , Roger A. Sumner , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Mark J. Michelson , Robert P. Beckstrom
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5233
摘要： The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.
摘要翻译：该方法和装置改善具有自动呼叫分配系统的通信系统中的呼叫交易。确定系统中多个代理的每个代理的个性概况。相应的个性概况是多个预定个性概况类型之一。各个代理人的确定的个性概况类型作为个性概况记录存储在数据库中。然后确定呼叫者的个性概况，呼叫者的个性简档是多个个性概况类型之一。提供了一个优先级层次，用于将呼叫者的个性概况类型与代理的个性概况类型相匹配。然后根据该优先级层次将呼叫者的个性概况类型与代理的个性概况类型进行比较。基于个性概况类型的比较，从多个代理中选择代理。

2. 发明授权

US07460659B2 Best practices learning for agents in a communication system 有权
标题翻译：在通信系统中为代理学习的最佳实践
公开(公告)号：US07460659B2
公开(公告)日：2008-12-02
申请号：US10259358
申请日：2002-09-27
申请人： Craig R. Shambaugh , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Mark J. Michelson , Robert P. Beckstrom , Anthony J. Dezonno
发明人： Craig R. Shambaugh , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Mark J. Michelson , Robert P. Beckstrom , Anthony J. Dezonno
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/51
摘要： The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.
摘要翻译：该方法和装置教导诸如自动呼叫分配系统之类的通信系统中的代理。在该方法的一个实施例的第一步骤中，向代理提供具有多个对话部分和决定点的先前存储的呼叫交易。呼叫业务被重放，模拟呼叫业务中相应决策点的至少一个决定。该模拟与在呼叫交易中的相应决定点处的原始决策不同。结果被评估并提交给代理。在一个实施例中，至少一个决定是最佳实践决定。此外，该方法还可以基于存储的最佳实践呼叫交易覆盖呼叫交易的优选路径。该装置实现重播呼叫交易的方法。

3. 发明授权

US07151826B2 Third party coaching for agents in a communication system 有权
标题翻译：通信系统中代理商的第三方指导
公开(公告)号：US07151826B2
公开(公告)日：2006-12-19
申请号：US10259356
申请日：2002-09-27
申请人： Craig R. Shambaugh , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Mark J. Michelson , Robert P. Beckstrom , Anthony J. Dezonno
发明人： Craig R. Shambaugh , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Mark J. Michelson , Robert P. Beckstrom , Anthony J. Dezonno
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04M3/5175
摘要： The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.
摘要翻译：该方法和装置改善了诸如具有自动呼叫分配器的通信系统的通信系统中的交易。在一个实施例中，在呼叫交易中的呼叫者和代理中的至少一个的相应压力水平的基本上实时地执行评估。当呼叫者和代理的压力水平中的至少一个超过阈值时，第三方从事该交易。该第三方可以包括例如虚拟方或自动输入源。第三方可以从事事务的背景或交易的前台，从而分别仅与代理人或主叫方和代理人进行通信。呼叫者和代理人中的至少一个的各自的压力水平可以通过包括但不限于以下方式的方法来评估：分析呼叫者和代理中的至少一个的相应语音信号，将呼叫者和代理中的至少一个的相应语音信号转换成文本并分析文本和/或分析代理的物理应力水平。该装置实现该方法。

4. 发明授权

US07058578B2 Media translator for transaction processing system 有权
标题翻译：用于交易处理系统的媒体翻译器
公开(公告)号：US07058578B2
公开(公告)日：2006-06-06
申请号：US10253094
申请日：2002-09-24
申请人： Mark J. Michelson , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Robert P. Beckstrom , Anthony J. Dezonno
发明人： Mark J. Michelson , Roger A. Sumner , Mark J. Power , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Robert P. Beckstrom , Anthony J. Dezonno
IPC分类号： G10L21/00
CPC分类号： G10L15/22 , G06Q10/06 , G06Q10/10
摘要： A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.
摘要翻译：在事务处理系统中使用媒体处理器，其中系统被配置为将呼叫者的呼入路由到与事务处理系统相关联的代理，并且呼入呼叫基于语音模式通信和文本模式通信。媒体处理器包括可操作地并入事务处理系统并被配置为便于语音模式通信与文本模式通信之间的转换的媒体翻译器。代理偏好设置可由代理在语音模式和文本模式之间进行选择。还包括被配置为将语音模式通信转换为文本模式通信的语音识别单元和被配置为将文本模式通信转换为语音模式通信的语音合成器。

5. 发明授权

US07492888B2 Method and apparatus for assigning priorities by applying dynamically-changeable business rules 有权
标题翻译：通过应用动态变化的业务规则来分配优先级的方法和装置
公开(公告)号：US07492888B2
公开(公告)日：2009-02-17
申请号：US10253120
申请日：2002-09-24
申请人： Mark J. Power , Anthony J. Dezonno , Roger A. Sumner , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Mark J. Michelson , Robert P. Beckstrom
发明人： Mark J. Power , Anthony J. Dezonno , Roger A. Sumner , Carlo Bonifazi , Jeffrey D. Hodson , Craig R. Shambaugh , Mark J. Michelson , Robert P. Beckstrom
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42059 , H04M3/42068 , H04M3/5235 , H04M2203/408 , H04M2242/22
摘要： A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.
摘要翻译：一种新颖的方法和装置，其在一个实施例中提供优先级和呈现从呼叫者通过通信网络路由到具有相关代理的代理站的呼叫，其中呼叫基于语音对话通信和/或文本对话通信。该方法包括以下步骤：从通信网络接收呼叫，确定与呼叫相关联的联系人评估参数，以及将一个或多个所选择的业务规则应用于联系人评估参数，以生成对应于该呼叫的优先级值。呼叫被分配优先级值，并被路由到所选择的代理站。显示呼叫并显示其分配的优先级值，以便代理可以按优先级顺序对呼叫进行服务。

6. 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。

7. 发明授权

US08180043B2 Method and apparatus for customer key routing 有权
标题翻译：客户钥匙路由的方法和装置
公开(公告)号：US08180043B2
公开(公告)日：2012-05-15
申请号：US11006151
申请日：2004-12-07
申请人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam , Jeffrey D. Hodson , Mary Ellen Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
发明人： Anthony J. Dezonno , Roger A. Sumner , Sandy Biggam , Jeffrey D. Hodson , Mary Ellen Moser , Mike Hollatz , Dave Wesen , Michael Sheridan
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.
摘要翻译：在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。然后对分配给每个评估者中的属性的值进行比较。然后将呼叫路由到通过比较选择的代理。

8. 发明授权

US06816733B1 Tracking agent call processing locations in connection with an automatic call distribution system 有权
标题翻译：与自动呼叫分配系统相关的跟踪代理呼叫处理位置
公开(公告)号：US06816733B1
公开(公告)日：2004-11-09
申请号：US09476750
申请日：1999-12-30
申请人： Anthony J. Dezonno , Mark J. Power , Craig R. Shambaugh , Daniel F. Baker
发明人： Anthony J. Dezonno , Mark J. Power , Craig R. Shambaugh , Daniel F. Baker
IPC分类号： B43L2306
CPC分类号： H04W60/00 , H04M3/5183 , H04M3/5232 , H04M2242/30 , H04W8/08
摘要： Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.
摘要翻译：用于使用无线单元确定和跟踪代理的位置以处理通过自动呼叫分配系统引导的呼叫的方法和装置。基于具有不同小区或基于独立导航信息的信号，可以监视和存储无线单元的位置以供以后分析。此外，位置信息可以与代理位置调度进行比较，以确定依从性并提供依从性报告。

9. 发明授权

US06959080B2 Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection 有权
标题翻译：通过分析对话内容和情绪转折来选择代理人的行为或阶段的方法
公开(公告)号：US06959080B2
公开(公告)日：2005-10-25
申请号：US10259359
申请日：2002-09-27
申请人： Anthony J. Dezonno , Mark J. Power , Craig R. Shambaugh
发明人： Anthony J. Dezonno , Mark J. Power , Craig R. Shambaugh
IPC分类号： H04M3/493 , H04M3/523 , H04M3/00
CPC分类号： H04M3/493 , H04M3/523
摘要： A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator. The method and apparatus provides the agents with scripts that are based on not only the content of the call from a caller, but that are also based upon the emotional state of the caller. As a result, there is a decrease in call duration, which decreases the cost of operating a call center. This decrease in the cost is a result in the amount of time an agent spends based on the agent's hourly rate and the costs associated with time usage of inbound phone lines or trunk lines.
摘要翻译：提供了一种方法和装置，用于接受自动呼叫分配器的呼叫以及呼叫的自动呼叫处理。用于自动呼叫处理的装置具有：输出至少一个语音信号的呼叫接收系统; 文本语音转换器，其具有用于所述至少一个语音信号的输入，所述文本语音转换器将所述语音信号转换为文本流，并在其输出上提供所述文本流; 情感检测器具有用于至少一个语音信号的输入，所述情感检测器检测所述语音信号中的至少一种情绪状态，并且在所述情绪检测器的输出上产生指示其的至少一个标签指示符; 以及具有用于文本流和至少一个标签指示符的输入的脚本引擎，所述脚本引擎在其输出上提供基于所述文本流和所述至少一个标签指示符的至少一个响应。该方法和装置向代理提供不仅基于来自呼叫者的呼叫的内容，而且还基于呼叫者的情绪状态的脚本。结果，呼叫持续时间减少，这降低了呼叫中心的操作成本。这种成本的降低导致代理人基于代理的小时费率和与入站电话线或中继线的时间使用相关联的成本的时间量。

10. 发明授权

US06870926B2 Method of optimizing call center resources based upon statistics 有权
标题翻译：基于统计信息优化呼叫中心资源的方法
公开(公告)号：US06870926B2
公开(公告)日：2005-03-22
申请号：US09992367
申请日：2001-11-06
申请人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
发明人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
IPC分类号： H04M3/51 , H04M3/523 , H04M3/00
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233
摘要： A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.
摘要翻译：提供了一种方法和装置，用于基于控制呼叫中心的企业的预定业务规则来在呼叫中心内分配资源。该方法包括以下步骤：基于预定业务规则分析来自多个呼叫交易的记录，基于预定的业务规则识别呼叫交易记录之间的相关性，并且基于所识别的相关性和预定的相关性来调整呼叫交易的资源业务规则

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