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1. 发明授权

US06985478B2 Using XML expressed primitives for platform and system-independent call modeling 有权
公开(公告)号：US06985478B2
公开(公告)日：2006-01-10
申请号：US09827608
申请日：2001-04-06
申请人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
发明人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
IPC分类号： H04L12/66 , H04L12/28 , H04L12/56 , H04J3/16 , H04J3/22
CPC分类号： H04M7/1255 , H04L29/06 , H04L29/06027 , H04L65/1046 , H04L65/1053 , H04L65/1063 , H04L65/80 , H04L2012/6443 , H04M3/42323 , H04M3/51 , H04M3/523 , H04M7/006 , H04Q3/64 , H04Q2213/13034 , H04Q2213/1307 , H04Q2213/13097 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13389
摘要： A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and command instruction for implementing third-party controlled call connections, a call-switching mechanism for providing an abstract state of switching matrix and for commutation of external and internal call legs and a commutation application for making and breaking call connections according to commands sent from the control application. The call-control mechanism, using the control application, sends primitive text commands to the call-switching mechanism, which utilizing the commutation application, receives, reads and implements the text commands containing all of the service logic and instructions required to successfully construct call connections and wherein the call-switching mechanism by virtue of the commutation application sends notification of success or failure regarding implementation of received commands back to the control application.

2. 发明授权

US08018921B2 Using XML expressed primitives for platform and system-independent call modeling 有权
标题翻译：使用XML表示的基元进行平台和系统无关的调用建模
公开(公告)号：US08018921B2
公开(公告)日：2011-09-13
申请号：US11221493
申请日：2005-09-07
申请人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
发明人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
IPC分类号： H04L12/66 , H04L12/16 , H04L12/28
CPC分类号： H04M7/1255 , H04L29/06 , H04L29/06027 , H04L65/1046 , H04L65/1053 , H04L65/1063 , H04L65/80 , H04L2012/6443 , H04M3/42323 , H04M3/51 , H04M3/523 , H04M7/006 , H04Q3/64 , H04Q2213/13034 , H04Q2213/1307 , H04Q2213/13097 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13389
摘要： A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and command instruction for implementing third-party controlled call connections, a call-switching mechanism for providing an abstract state of switching matrix and for commutation of external and internal call legs and a commutation application for making and breaking call connections according to commands sent from the control application. The call-control mechanism, using the control application, sends primitive text commands to the call-switching mechanism, which utilizing the commutation application, receives, reads and implements the text commands containing all of the service logic and instructions required to successfully construct call connections and wherein the call-switching mechanism by virtue of the commutation application sends notification of success or failure regarding implementation of received commands back to the control application.
摘要翻译：提供了一种用于在电信环境中提供第三方呼叫控制的系统。该系统包括：用于提供服务逻辑和路由智能的呼叫控制机制，用于提供用于实现第三方受控呼叫连接的服务逻辑描述和命令指令的控制应用，用于提供切换的抽象状态的呼叫切换机制矩阵和外部和内部呼叫线路的换向以及根据从控制应用发送的命令进行和断开呼叫连接的换向应用。使用控制应用的呼叫控制机制向呼叫切换机制发送原始文本命令，该机制利用换向应用，接收，读取和实现包含所有服务逻辑的文本命令和成功构建呼叫连接所需的指令并且其中通过换向应用的呼叫切换机制向所述控制应用发送关于所接收的命令的实现的成功或失败的通知。

3. 发明申请

US20060034262A1 Using XML expressed primitives for platform and system-independent call modeling 有权
标题翻译：使用XML表示的基元进行平台和系统无关的调用建模
公开(公告)号：US20060034262A1
公开(公告)日：2006-02-16
申请号：US11221493
申请日：2005-09-07
申请人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
发明人： Gregory Pogossiants , Nikolay Anisimov , Dan Kikinis
IPC分类号： H04L12/66
CPC分类号： H04M7/1255 , H04L29/06 , H04L29/06027 , H04L65/1046 , H04L65/1053 , H04L65/1063 , H04L65/80 , H04L2012/6443 , H04M3/42323 , H04M3/51 , H04M3/523 , H04M7/006 , H04Q3/64 , H04Q2213/13034 , H04Q2213/1307 , H04Q2213/13097 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13389
摘要： A system for providing third-party call control in a telecommunications environment is provided. The system comprises, a call-control mechanism for providing service logic and routing intelligence, a control application for providing service-logic description and command instruction for implementing third-party controlled call connections, a call-switching mechanism for providing an abstract state of switching matrix and for commutation of external and internal call legs and a commutation application for making and breaking call connections according to commands sent from the control application. The call-control mechanism, using the control application, sends primitive text commands to the call-switching mechanism, which utilizing the commutation application, receives, reads and implements the text commands containing all of the service logic and instructions required to successfully construct call connections and wherein the call-switching mechanism by virtue of the commutation application sends notification of success or failure regarding implementation of received commands back to the control application.
摘要翻译：提供了一种用于在电信环境中提供第三方呼叫控制的系统。该系统包括：用于提供服务逻辑和路由智能的呼叫控制机制，用于提供用于实现第三方受控呼叫连接的服务逻辑描述和命令指令的控制应用，用于提供切换的抽象状态的呼叫切换机制矩阵和外部和内部呼叫线路的换向以及根据从控制应用发送的命令进行和断开呼叫连接的换向应用。使用控制应用的呼叫控制机制向呼叫切换机制发送原始文本命令，该机制利用换向应用，接收，读取和实现包含所有服务逻辑的文本命令和成功构建呼叫连接所需的指令并且其中通过换向应用的呼叫切换机制向所述控制应用发送关于所接收的命令的实现的成功或失败的通知。

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

US20080043955A1 Escalatory Reactive Call Routing 审中-公开
标题翻译：升级无功呼叫路由
公开(公告)号：US20080043955A1
公开(公告)日：2008-02-21
申请号：US11924833
申请日：2007-10-26
申请人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： H04M3/00
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。

6. 发明授权

US06286033B1 Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation 有权
标题翻译：使用可扩展标记语言（XML）分发计算机集成电话（CTI）脚本进行混合平台分发和第三方操作的方法和装置
公开(公告)号：US06286033B1
公开(公告)日：2001-09-04
申请号：US09561139
申请日：2000-04-28
申请人： Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： G06F1727
CPC分类号： H04M3/5183 , G06F17/2247 , G06F17/2264 , H04M3/5237
摘要： A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.
摘要翻译：提供了一种用于分发面向对象的CTI脚本的基于网络的系统。该系统包括至少一个能够产生和分发CTI脚本的面向对象编程系统的源通信中心，至少一个接收通信中心，该中心支持面向对象的编程系统，用于接收和实现CTI 脚本，在源通信中心内安装和操作的描述符语言转换器应用程序的实例以及在接收通信中心内安装和操作的描述符语言转换器应用程序的实例。源中心使用自己的面向对象编程系统创建CTI脚本，使用描述符语言转换器将面向对象的脚本转换为描述符语言，并通过网络分发描述符语言脚本，其中接收通信中心接收描述语言脚本并解释语言，使用自己的面向对象编程系统重新生成原始CTI脚本的版本。在优选实施例中，使用XML语言作为描述符语言。在其他实施例中，可以使用其他描述符语言。

7. 发明申请

US20080049929A1 Skill-Based Real-time Call Routing in Telephony Systems 审中-公开
标题翻译：电话系统中基于技能的实时呼叫路由
公开(公告)号：US20080049929A1
公开(公告)日：2008-02-28
申请号：US11926385
申请日：2007-10-29
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： H04M3/00
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。

8. 发明申请

US20080046531A1 System for Routing Electronic Mails 审中-公开
标题翻译：电子邮件路由系统
公开(公告)号：US20080046531A1
公开(公告)日：2008-02-21
申请号：US11926339
申请日：2007-10-29
申请人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
发明人： Yuri Shtivelman , Alec Miloslavsky , Oleg Bondarenko , Igor Neyman , Douglas Gisby , Paul Cronin , Oleg Turovsky , Konstantin Kishinsky , Nikolay Anisimov , Gregory Pogossiants , Pavel Postupalski
IPC分类号： G06F15/16
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。

9. 发明申请

US20080043975A1 Dynamic Re-routing 审中-公开
标题翻译：动态重路由
公开(公告)号：US20080043975A1
公开(公告)日：2008-02-21
申请号：US11924963
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： H04M7/00
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。

10. 发明授权

US06449358B1 Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center 有权
标题翻译：通过确定来自呼叫中心的外向呼叫活动期间呼出呼叫生成的最佳频率来预测和管理呼叫负载的方法
公开(公告)号：US06449358B1
公开(公告)日：2002-09-10
申请号：US09550006
申请日：2000-04-14
申请人： Nikolay Anisimov , Konstatin Kishinsky , Niolay Korolev , Gregory Pogossiants , Yuri Shtivelman , Vadim Zyarko
发明人： Nikolay Anisimov , Konstatin Kishinsky , Niolay Korolev , Gregory Pogossiants , Yuri Shtivelman , Vadim Zyarko
IPC分类号： H04M300
CPC分类号： H04L29/06 , H04M3/42323 , H04M3/48 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5231 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M3/5307 , H04M7/0033 , H04M7/12 , H04M2201/50 , H04M2207/12
摘要： A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.
摘要翻译：用于在电话呼叫中心中平衡出站拨号速率与代理利用率的系统，最小化应答的拨出呼叫的等待时间，具有用于生成要自动拨号的号码的呼叫号码产生模块，用于拨打所生成的号码的拨号单元，用于排队的队列呼叫和用于监视性能并产生呼叫生成速率的统计模块。该系统在一个实施例中使用分析方法来确定呼叫生成速率，其中该方法使用系统过程的分布函数，数值方法，非线性方程的求解或概率技术中的一个或多个。在另一个实施例中，该系统使用用于确定呼叫生成速率的模拟方法来实现相同的目的，其中与排队系统有关的参数通过模拟系统的每个进程而不存在足够的信息来估计，基于以前的经验，并在未来找到最佳点，进行下一个电话。

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