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    • 4. 发明授权
    • Automatic call distribution center with queue position restoration for call-back customers
    • 自动呼叫配送中心,具有回叫客户的队列位置恢复功能
    • US06724885B1
    • 2004-04-20
    • US09540132
    • 2000-03-31
    • Douglas A. DeutschDavid B. SmithMatthew R. Smith
    • Douglas A. DeutschDavid B. SmithMatthew R. Smith
    • H04M164
    • H04M3/48H04M3/523
    • A novel Automatic Call Distribution (ACD) Center allows an on-hold customer, upon learning of an unacceptable waiting time for service, to accept a date- and time-stamped “Priority Token,” and then end the current telephone call. If the customer calls the ACD Center back within a predefined Token Window (stored in the ACD system memory and announced to the customer as he/she is receiving the Priority Token), as indicated by the automatic presentation of the Priority Token, the customer is placed back into the queue position he/she had during the previous call, or if that queue position has already passed, the customer is placed at the top of the queue to be served by the next available agent. The Priority Token stored in the ACD system memory includes the Directory Number in the preferred embodiment for ease of detection of calls incoming to the ACD Center. In a more advanced version of the present invention, the customer also receives a multi-digit Priority Code corresponding to the Priority Token. The Priority Code allows the customer to make a return telephone call from a different Directory Number, key-in a feature activation code (e.g., “*42”) followed by the Priority Code, and be returned to his/her previous queue position.
    • 一个新颖的自动呼叫分配(ACD)中心允许持续客户在学习不可接受的等待服务时间后接受日期和时间戳的“优先级令牌”,然后结束当前的电话呼叫。 如果客户在预定义的令牌窗口(存储在ACD系统存储器中并在收到优先级令牌时向客户公布)呼叫ACD中心,如自动显示优先级令牌所示,客户是 放回到他/她在上一次呼叫期间所拥有的队列位置,或者如果队列位置已经过去,那么客户将被放置在队列的顶部,由下一个可用的代理服务。 存储在ACD系统存储器中的优先级令牌包括在优选实施例中的目录号码,以便于检测进入ACD中心的呼叫。 在本发明的更高级版本中,客户还接收与优先级令牌对应的多位优先级代码。 优先权代码允许客户从不同的目录号码进行返回电话呼叫,键入特征激活码(例如,“* 42”),随后是优先级代码,并返回到他/她之前的队列位置。
    • 5. 发明授权
    • Customer premise equipment interface
    • 客户端设备接口
    • US5629926A
    • 1997-05-13
    • US414560
    • 1995-03-31
    • Douglas A. DeutschNorman W. PettyDouglas J. Rippe
    • Douglas A. DeutschNorman W. PettyDouglas J. Rippe
    • H04M1/253H04M1/723H04Q11/04H04Q1/20
    • H04M1/253H04Q11/0442H04Q11/0471H04M1/723H04Q2213/1302H04Q2213/1304H04Q2213/1308H04Q2213/1309H04Q2213/13093H04Q2213/13096H04Q2213/13106H04Q2213/13176H04Q2213/13179H04Q2213/1318H04Q2213/1319H04Q2213/13199H04Q2213/13204H04Q2213/13209H04Q2213/13292H04Q2213/1332H04Q2213/13322H04Q2213/13396
    • A CPE such as an ISDN telephone subset or multimedia equipment includes an interface recognition unit that connects to the network interface and adapts itself to allow the CPE to be used with standard ISDN interfaces and an analog interface. The interface recognition unit includes an interface recognition switch (IRS) that performs two functions. First, the IRS protects the CPE from damage in those instances where a non-standard network interface is connected to the CPE. Second, for standard interfaces, it identifies the type of network interface and routes the incoming signals appropriately. Specifically, if the IRS detects a T interface, the incoming signals are switched directly to a T interface circuit for controlling and powering the higher functions of the CPE. If the IRS detects a U interface, incoming signals are automatically switched to a U interface circuit for controlling and powering the CPE. Alternatively, an interface adapter is provided that delivers the signals to circuitry relating to one of the standard interfaces and monitors the CPE to determine if it is operable. If the CPE is operable, the connection is maintained. If it is not operable, the interface adapter reroutes the signals to circuitry relating to a second one of the standard interfaces. The CPE is again monitored to determine if it is operable. If it is operable, the connection is maintained. If it is not operable the connection is blocked. The IRS and interface adapter can also detect if the network interface is an analog line and route the analog signals to an analog circuit provided in the ISDN CPE such that the ISDN CPE can function as an analog telephone.
    • 诸如ISDN电话子集或多媒体设备的CPE包括连接到网络接口并适应自身以允许CPE与标准ISDN接口和模拟接口一起使用的接口识别单元。 接口识别单元包括执行两个功能的接口识别开关(IRS)。 首先,在非标准网络接口连接到CPE的情况下,IRS保护CPE免受损坏。 其次,对于标准接口,它识别网络接口的类型并适当地路由入局信号。 具体来说,如果IRS检测到T接口,则将输入信号直接切换到T接口电路,以控制和供电CPE的较高功能。 如果IRS检测到U接口,则输入信号自动切换到U接口电路,以控制和供电CPE。 或者,提供接口适配器,其将信号传递到与一个标准接口相关的电路,并监视CPE以确定其是否可操作。 如果CPE可操作,则维护连接。 如果不可操作,则接口适配器将信号重新路由到与第二个标准接口相关的电路。 再次监视CPE以确定其是否可操作。 如果可操作,则维护连接。 如果不可操作,则连接被阻止。 IRS和接口适配器还可以检测网络接口是否为模拟线路,并将模拟信号路由到ISDN CPE中提供的模拟电路,以使ISDN CPE能够充当模拟电话。
    • 6. 发明授权
    • Customer premise equipment interface
    • 客户端设备接口
    • US5577115A
    • 1996-11-19
    • US414561
    • 1995-03-31
    • Douglas A. DeutschNorman W. PettyDouglas J. Rippe
    • Douglas A. DeutschNorman W. PettyDouglas J. Rippe
    • H04M1/253H04M1/723H04Q11/04H04M1/00H04J3/12H04J3/14H04M1/24
    • H04Q11/0442H04M1/253H04Q11/0471H04M1/723
    • A CPE such as an ISDN telephone subset or multimedia equipment includes an interface recognition unit that connects to the network interface and adapts itself to allow the CPE to be used with standard ISDN interfaces and an analog interface. The interface recognition unit includes an interface recognition switch (IRS) that performs two functions. First, the IRS protects the CPE from damage in those instances where a non-standard network interface is connected to the CPE. Second, for standard interfaces, it identifies the type of network interface and routes the incoming signals appropriately. Specifically, if the IRS detects a T interface, the incoming signals are switched directly to a T interface circuit for controlling and powering the higher functions of the CPE. If the IRS detects a U interface, incoming signals are automatically switched to a U interface circuit for controlling and powering the CPE. Alternatively, an interface adapter is provided that delivers the signals to circuitry relating to one of the standard interfaces and monitors the CPE to determine if it is operable. If the CPE is operable, the connection is maintained. If it is not operable, the interface adapter reroutes the signals to circuitry relating to a second one of the standard interfaces. The CPE is again monitored to determine if it is operable. If it is operable, the connection is maintained. If it is not operable the connection is blocked. The IRS and interface adapter can also detect if the network interface is an analog line and route the analog signals to an analog circuit provided in the ISDN CPE such that the ISDN CPE can function as an analog telephone.
    • 诸如ISDN电话子集或多媒体设备的CPE包括连接到网络接口并适应自身以允许CPE与标准ISDN接口和模拟接口一起使用的接口识别单元。 接口识别单元包括执行两个功能的接口识别开关(IRS)。 首先,在非标准网络接口连接到CPE的情况下,IRS保护CPE免受损坏。 其次,对于标准接口,它识别网络接口的类型并适当地路由入局信号。 具体来说,如果IRS检测到T接口,则将输入信号直接切换到T接口电路,以控制和供电CPE的较高功能。 如果IRS检测到U接口,则输入信号自动切换到U接口电路,以控制和供电CPE。 或者,提供接口适配器,其将信号传递到与一个标准接口相关的电路,并监视CPE以确定其是否可操作。 如果CPE可操作,则维护连接。 如果不可操作,则接口适配器将信号重新路由到与第二个标准接口相关的电路。 再次监视CPE以确定其是否可操作。 如果可操作,则维护连接。 如果不可操作,则连接被阻止。 IRS和接口适配器还可以检测网络接口是否为模拟线路,并将模拟信号路由到ISDN CPE中提供的模拟电路,以使ISDN CPE能够充当模拟电话。