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    • 4. 发明授权
    • Integrated ACD and IVR scripting for call center tracking of calls
    • 集成ACD和IVR脚本,用于呼叫中心跟踪呼叫
    • US07469047B2
    • 2008-12-23
    • US11075352
    • 2005-03-08
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • H04M3/00
    • H04M3/523H04M2203/2011
    • A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call center has an automatic call distributor (ACD) server and interactive voice response (IVR) server, which is functionally integrated with the ACD server. The call is routed to the IVR server of the call center and responses are solicited from the caller to determine a requested type of service and what skills are required for answering a call. A route request based on an HIL protocol is determined within the call center and includes a new extension number and HIL messages. The call is routed based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.
    • 公开了一种在呼叫中心内接收呼叫的方法。 在通过主机接口链路(HIL)连接到呼叫中心的呼叫中心交换机内接收呼叫。 呼叫中心具有自动呼叫分配器(ACD)服务器和交互式语音响应(IVR)服务器,与ACD服务器功能集成。 该呼叫被路由到呼叫中心的IVR服​​务器,并且从呼叫者请求响应以确定所请求的服务类型以及应答呼叫所需的技能。 在呼叫中心内确定基于HIL协议的路由请求,并且包括新的分机号码和HIL消息。 呼叫根据路由请求路由到呼叫中心,并通过ACD服务器和HIL链路路由到代理,使得呼叫可以在呼叫中心和队列中跟踪。
    • 5. 发明申请
    • Positioning device for staple guns and method of use
    • 钉枪定位装置及使用方法
    • US20050251981A1
    • 2005-11-17
    • US11059940
    • 2005-02-17
    • Niels MossbeckFranklin RawlingsMichael Shelton
    • Niels MossbeckFranklin RawlingsMichael Shelton
    • A47C19/00B21F15/04B25C5/02B27F7/17B68G7/00
    • B21F15/04B27F7/17Y10T29/481Y10T29/49833Y10T29/5191Y10T29/5343
    • Apparatus for manufacturing a bedding foundation having a base and a wire grid of support wires comprises at least one vertically moveable staple gun having a staple head and a wire positioner associated with the staple head, the wire positioner being configured to engage one of the support wires and to position the one support wire relative to the staple head such that upon activation, the staple gun staples the one support wire in the intended position to the base. Apparatus for manufacturing a bedding foundation having a base and a wire grid of support wires comprises at least one vertically moveable staple gun for stapling the wire grid to the base, a support for supporting the base, a horizontally moveable carriage having a first gripper for gripping the wire grid and a second gripper for gripping the base, the carriage for indexing the wire grid and base beneath said staple gun, and a controller for controlling gripping of the grippers, horizontal movement of the carriage, vertical movement of the staple gun, and stapling of the wire grid to the base by the staple gun.
    • 用于制造具有支撑线的底座和线栅的床上用品的装置包括至少一个可移动的钉枪,其具有与钉头相关联的钉头和线定位器,所述线定位器被配置为接合所述支撑线中的一个 并且相对于钉头定位一个支撑线,使得在启动时,钉枪将一个支撑线钉在预期位置到基部。 用于制造具有基座和支撑线的线栅的床上用品的装置包括至少一个可垂直移动的钉枪,用于将线栅装订到基座,支撑基座,水平可移动的托架,其具有用于夹持的第一夹持器 线栅和用于夹持底座的第二夹持器,用于将线栅和基座分度在所述钉枪下方的托架以及用于控制夹持器的夹持的控制器,滑架的水平运动,钉枪的垂直运动以及 通过钉枪将丝网装订到基座上。
    • 7. 发明授权
    • Call center IVR and ACD scripting method and graphical user interface
    • 呼叫中心IVR和ACD脚本方法和图形用户界面
    • US06763104B1
    • 2004-07-13
    • US09513231
    • 2000-02-24
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • H04M500
    • H04M3/5233H04M3/5175H04M2203/2072
    • A call center system and method of routing calls to individual agents within a call center is disclosed. Skills data, including a listing of skills and proficiency levels for each skill, are input via an automatic call distributor (ACD) manager having graphical user interface (GUI), to establish skills that will be available within the call center. Agents are set up that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses. A call is received within the call center and a requested type of service is determined and also what skills are required for answering the call are determined. The call is routed to an agent that has the highest efficiency level for the skills required for answering the call based on the requested type of service.
    • 公开了呼叫中心系统和将呼叫路由到呼叫中心内的各个代理的方法。 通过具有图形用户界面(GUI)的自动呼叫分配器(ACD)管理员输入技能数据,包括每个技能的技能和熟练程度列表,以建立呼叫中心内可用的技能。 通过在ACD管理器中列出每个代理,并通过ACD管理器选择性地将技能分配给每个代理,并对应于代理拥有的什么类型的技能,在呼叫中心内使用代理。 在呼叫中心内接收到呼叫,确定所请求的服务类型,并确定应答呼叫所需的技能。 呼叫被路由到具有最高效率水平的代理,用于根据所请求的服务类型应答呼叫所需的技能。
    • 8. 发明授权
    • Skills based routing method and system for call center
    • 基于技能的路由方法和呼叫中心系统
    • US06587556B1
    • 2003-07-01
    • US09512428
    • 2000-02-25
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • J. Andrew JudkinsMichael SheltonDavid Peterson
    • H04M700
    • H04M3/5233H04M3/5175H04M2201/42
    • A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.
    • 配置呼叫中心脚本的方法和系统包括交互式语音响应(IVR)服务器和自动呼叫分配器(ACD)服务器以及包含在ACD管理器的计算机屏幕上的相关联的图形用户界面,ACD管理器被加载到呼叫中心 电脑。 作为呼叫中心的图形用户界面的一部分,作为用户输入的结果显示了脚本编辑器窗口。 脚本编辑器窗口包括脚本显示区域。 脚本图标代表ACD和IVR脚本操作,并从操作工具栏拖动到脚本显示区域。 基于用户输入的脚本图标按照呼叫中心内的IVR和ACD脚本的顺序进行链接。