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1. 发明授权

US06654459B1 Enhanced agent authentication in virtual contact center 有权
标题翻译：虚拟联络中心增强代理认证
公开(公告)号：US06654459B1
公开(公告)日：2003-11-25
申请号：US09490895
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M7/006 , H04L63/08 , H04L63/18 , H04M3/382 , H04M3/523 , H04M7/121
摘要： A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.
摘要翻译：虚拟联络中心系统包括用于在通过计算机链接登录的CSR回拨时提供语音认证提示的设施。更具体地，在本发明的说明性实施例中，语音应答单元（VRU）在接触控制服务器的控制下向CSR提供有声随机字符序列。在接收到该序列时，CSR寻找相同或相关字符序列中的认证密钥，以通过计算机传送到联系人控制服务器。当以预期形式在联络控制服务器处接收到来自CSR的密钥序列时，确定CSR是可信的。在适当的情况下，来自联系人控制中心VRU的语音提示或来自CSR的键控字符序列中的一个或两个可以被加密，以进一步提高认证的确定性。

2. 发明授权

US06804345B1 Virtual contact center with flexible staffing control 有权
标题翻译：虚拟联络中心具有灵活的员工控制能力
公开(公告)号：US06804345B1
公开(公告)日：2004-10-12
申请号：US09492594
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M7/006 , H04M3/382 , H04M3/5125 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/12 , H04M7/121 , H04M7/1235
摘要： Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRs. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.
摘要翻译：分页，蜂窝电话或其他消息功能被并入到虚拟联络中心系统中，以允许注销的客户服务代表（CSR）被警告登录系统的需要，并允许CSR警告主管或专家登录到系统。将现有条件的联系人控制服务器与预定标准进行匹配，例如在分配的时间内登录失败或指定的网络条件（例如客户队列的长度），触发一个或多个注销CSR的通信命令。在联系控制服务器上进行匹配的后续测试结果会导致页面请求被更新，重定向或取消。异常联系要求或新兴网络条件需要监督输入或由流量或主题专家进行的监控增加同样是通过联络控制服务器的分析或CSR点击选择要发送到虚拟联络中心的消息来触发，请求发出信息，例如网页识别人员。

3. 发明授权

US06650747B1 Control of merchant application by system monitor in virtual contact center 有权
标题翻译：通过虚拟联络中心的系统监控控制商户应用
公开(公告)号：US06650747B1
公开(公告)日：2003-11-18
申请号：US09490887
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M3/382 , H04M3/5125 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/006 , H04M7/12 , H04M7/1205
摘要： A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer. Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.
摘要翻译：虚拟联络中心（VCC）系统包括使用虚拟网络计算（VNC）技术在VCC监视器完全参与客户和客户服务代表（CSR）之间的交易中的设施。远离第一计算机系统的第二显示系统在第一计算机上主动地查看和控制计算桌面。因此，一个或多个虚拟联络中心监视器可以同时查看包括商家应用的窗口的CSR桌面。此外，使用VNC程序允许监视器以与CSR相同的方式直接控制选择，显示，数据输入以及与这些商家应用程序和客户的交互。

4. 发明授权

US06542475B1 Method and system for providing enhanced call service features at remote locations 有权
标题翻译：用于在远程位置提供增强的呼叫服务功能的方法和系统
公开(公告)号：US06542475B1
公开(公告)日：2003-04-01
申请号：US09370766
申请日：1999-08-09
申请人： Srinivas Bala , Yihsiu Chen , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Yihsiu Chen , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04Q1100
CPC分类号： H04Q3/62 , H04L63/08 , H04Q2213/13091 , H04Q2213/13096 , H04Q2213/1315 , H04Q2213/13175 , H04Q2213/13179 , H04Q2213/13199 , H04Q2213/13202 , H04Q2213/13209 , H04Q2213/1322 , H04Q2213/13224 , H04Q2213/1324 , H04Q2213/1326 , H04Q2213/13282 , H04Q2213/1329 , H04Q2213/13332 , H04Q2213/13337 , H04Q2213/13339 , H04Q2213/13375 , H04Q2213/13377 , H04Q2213/13384 , H04Q2213/13389 , H04Q2213/13405
摘要： A system and method for providing PBX-like functionality at a remote office location utilizes a remote office platform interposed between a data communications network and the conventional office PBX. A remotely located individual (such as a telecommuter) can “log in” to the remote office platform and, once the individual is authenticated, the platform can “push” a graphical user interface emulating a PBX station set to the remote employee's personal computer. As the individual activates the various PBX-like features (by “clicking” on a particular button on the screen) a command is returned to the remote office platform and ultimately communicated to the office PBX to affect the desired result (e.g., call transfer, hold, conference, etc.). Inbound traffic to the office PBX destined for the remote individual will be immediately forwarded by the PBX to the remote office platform to be communicated to that person's “soft phone” on the personal computer.
摘要翻译：用于在远程办公室位置提供类PBX功能的系统和方法利用介于数据通信网络和常规办公室PBX之间的远程办公平台。一个远程位置的个人（如远程办公人员）可以“登录”到远程办公室平台，一旦个人通过身份验证，该平台可以“推动”一个模拟PBX站的图形用户界面设置到远程员工的个人计算机。当个人激活各种类PBX的功能（通过在屏幕上的特定按钮上“点击”）命令返回到远程办公室平台，并最终传达到办公室PBX以影响所需的结果（例如，呼叫转移，举行，会议等）。到达远程个人的办公室PBX的入站流量将立即由集团电话转发到远程办公平台，以传达给个人计算机上该人的“软电话”。

5. 发明授权

US5937354A In-building and out-of-building personal reach communications system 失效
标题翻译：建筑物和建筑外个人通信系统
公开(公告)号：US5937354A
公开(公告)日：1999-08-10
申请号：US668661
申请日：1996-06-25
申请人： Srinivas Bala , Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Roy Philip Weber
发明人： Srinivas Bala , Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Roy Philip Weber
IPC分类号： H04W4/00 , H04Q7/00
CPC分类号： H04W76/00 , H04W4/00
摘要： In a personal reach telephone service in which a calling party's telephone call to a personal reach telephone number of a called party/subscriber is bridged to a return call placed by the called party/subscriber in response to a page which indicates to the called party/subscriber the presence of a waiting call, a connection is established between a bridging and signaling unit associated with the interexchange network to which the calling party is directed, and the home PBX associated with the called party/subscriber. After establishing the connection between the bridging and signaling unit and the home PBX, a determination is made, using two-way paging technology, whether the pager associated with the called party/subscriber is registered within the local area covered by the home PBX. If the pager is registered in the local area, then the calling party's call is connected directly to the PBX and a local page is broadcast to the called party/subscriber. If the called party/subscriber responds to the local page by means of a return telephone call to the PBX, then the calling party's call and the called party/subscriber's return call are bridged together by the local PBX and the bridging and signaling equipment associated with the interexchange network is disconnected. If the pager associated with the called party/subscriber is not registered in the local area, then a nationwide page is broadcast and a return call to the bridging and signaling equipment associated with the network is bridged to the calling party's call.
摘要翻译：在个人到达电话服务中，主叫方的电话呼叫个人到达被叫方/用户的电话号码被桥接到被叫方/用户响应于向被叫方/用户指示的寻呼的呼叫，订户等待呼叫的存在，在与主叫方所针对的交换网络相关联的桥接和信令单元之间建立连接以及与被叫方/订户相关联的归属PBX。在建立桥接和信令单元与家庭PBX之间的连接之后，使用双向寻呼技术确定与被叫方/订户相关联的寻呼机是否被注册在家庭PBX所覆盖的本地区域内。如果寻呼机在本地注册，则呼叫方的呼叫直接连接到PBX，本地页面被广播到被叫方/用户。如果被叫方/用户通过对PBX的返回电话呼叫来响应本地页面，则主叫方的呼叫和被叫方/用户的返回呼叫由本地PBX和相关联的桥接和信令设备桥接在一起互联网络断开连接。如果与被叫方/订户相关联的寻呼机未在本地登记，则广播全国性的网页，并且将与网络相关联的桥接和信令设备的返回呼叫桥接到呼叫方的呼叫。

6. 发明授权

US06381317B1 Subscriber-initiated automated third party billing feature 有权
标题翻译：用户启动的自动化第三方计费功能
公开(公告)号：US06381317B1
公开(公告)日：2002-04-30
申请号：US09826885
申请日：2001-04-06
申请人： Srinivas Bala , Shaoqing Wang , Robert S. Westrich
发明人： Srinivas Bala , Shaoqing Wang , Robert S. Westrich
IPC分类号： H04M1500
CPC分类号： H04M15/48 , H04M15/00 , H04M15/09 , H04M17/00 , H04M2215/0156 , H04M2215/0168 , H04M2215/66
摘要： Accordingly to one embodiment of the present invention, a method for providing caller initiated third party billing in a telecommunication system is disclosed. First, a predetermined number is dialed by the subscriber to access the third party billing feature. The subscriber is then prompted to enter proper identification and the telecommunication system authenticates the subscriber identification. Once the subscriber's identification has been authenticated, the system retrieves the subscriber's account information. The system then determines the phone number of the selected telephone the subscriber wants to make calls from. The system then sends the subscriber's account information and the phone number the subscriber wants to make the calls from to a billing server. The billing server then sends the subscriber's account information to a local exchange carrier responsible for the selected telephone. The calls made from the selected telephone are then billed to the subscriber's account.
摘要翻译：因此，根据本发明的一个实施例，公开了一种用于在电信系统中提供主叫方发起的第三方计费的方法。首先，用户拨打预定号码以访问第三方计费功能。然后提示用户输入正确的身份，电信系统认证用户标识。一旦用户的身份验证被认证，系统将检索用户的帐户信息。系统然后确定用户想要进行呼叫的所选电话的电话号码。系统然后将订户的帐户信息和用户想要进行呼叫的电话号码发送到计费服务器。然后，计费服务器将订户的帐户信息发送给负责所选电话的本地交换运营商。从所选择的电话拨打的电话然后向订户的帐户收费。

7. 发明授权

US06226366B1 Subscriber-initiated automated third party billing feature 有权
标题翻译：用户启动的自动化第三方计费功能
公开(公告)号：US06226366B1
公开(公告)日：2001-05-01
申请号：US09477335
申请日：2000-01-04
申请人： Srinivas Bala , Shaoqing Wang , Robert S. Westrich
发明人： Srinivas Bala , Shaoqing Wang , Robert S. Westrich
IPC分类号： H04M1500
CPC分类号： H04M15/48 , H04M15/00 , H04M15/09 , H04M17/00 , H04M2215/0156 , H04M2215/0168 , H04M2215/66
摘要： Accordingly to one embodiment of the present invention, a method for providing caller initiated third party billing in a telecommunication system is disclosed. First, a predetermined number is dialed by the subscriber to access the third party billing feature. The subscriber is then prompted to enter proper identification and the telecommunication system authenticates the subscriber identification. Once the subscriber's identification has been authenticated, the system retrieves the subscriber's account information. The system then determines the phone number of the selected telephone the subscriber wants to make calls from. The system then sends the subscriber's account information and the phone number the subscriber wants to make the calls from to a billing server. The billing server then sends the subscriber's account information to a local exchange carrier responsible for the selected telephone. The calls made from the selected telephone are then billed to the subscriber's account.
摘要翻译：因此，根据本发明的一个实施例，公开了一种用于在电信系统中提供主叫方发起的第三方计费的方法。首先，用户拨打预定号码以访问第三方计费功能。然后提示用户输入正确的身份，电信系统认证用户标识。一旦用户的身份验证被认证，系统将检索用户的帐户信息。系统然后确定用户想要进行呼叫的所选电话的电话号码。系统然后将订户的帐户信息和用户想要进行呼叫的电话号码发送到计费服务器。然后，计费服务器将订户的帐户信息发送给负责所选电话的本地交换运营商。从所选择的电话拨打的电话然后向订户的帐户收费。

8. 发明申请

US20050008140A1 Virtual contact center with flexible staffing control 审中-公开
标题翻译：虚拟联络中心具有灵活的员工控制能力
公开(公告)号：US20050008140A1
公开(公告)日：2005-01-13
申请号：US10910734
申请日：2004-08-03
申请人： Srinivas Bala , Mark Foladare , Kathleen Fowler , Shelley Goldman , Shaoqing Wang , Roy Weber , Robert Westrich
发明人： Srinivas Bala , Mark Foladare , Kathleen Fowler , Shelley Goldman , Shaoqing Wang , Roy Weber , Robert Westrich
IPC分类号： H04L29/06 , H04M3/38 , H04M3/51 , H04M3/523 , H04M7/00 , H04M7/12 , H04M3/00 , H04M1/64 , H04M5/00
CPC分类号： H04M7/006 , H04M3/382 , H04M3/5125 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/12 , H04M7/121 , H04M7/1235
摘要： Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRS. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.
摘要翻译：分页，蜂窝电话或其他消息功能被并入到虚拟联络中心系统中，以允许注销的客户服务代表（CSR）被警告登录系统的需要，并允许CSR警告主管或专家登录到系统。将现有条件的联系人控制服务器与预定标准进行匹配，例如在分配的时间内登录失败或指定的网络条件（例如客户队列的长度），触发一个或多个注销的CSRS的通信命令。在联系控制服务器上进行匹配的后续测试结果会导致页面请求被更新，重定向或取消。异常联系要求或新兴网络条件需要监督输入或由流量或主题专家进行的监控增加同样是通过联络控制服务器的分析或CSR点击选择要发送到虚拟联络中心的消息来触发，请求发出信息，例如网页识别人员。

9. 发明授权

US06798876B1 Method and apparatus for intelligent routing of incoming calls to representatives in a call center 有权
标题翻译：来电呼叫中心代表智能路由呼叫的方法和装置
公开(公告)号：US06798876B1
公开(公告)日：2004-09-28
申请号：US09473951
申请日：1999-12-29
申请人： Srinivas Bala
发明人： Srinivas Bala
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42068 , H04M2203/551
摘要： A method and apparatus is disclosed for specifically routing a call based on the profile of the caller, the profile of the call center representative, and for updating the system based on experience to provide for more accurate call routing. The system accesses customer profile information and/or customer service representative information, and comparing the customer's need to the representative skill sets and job functions. It ranks the customer service representatives that can best meet the customer needs. The system then proceeds to route the incoming call to the service representative that is most likely to successfully meet the customer's needs. The system performs a post-call routine to determine how successfully it matched the customer with the appropriate call center representative.
摘要翻译：公开了一种方法和装置，用于基于呼叫者的简档，呼叫中心代表的简档，以及用于基于经验来更新系统来特定路由呼叫，以提供更准确的呼叫路由。系统访问客户简档信息和/或客户服务代表信息，并将客户的需求与代表性技能集合和作业功能进行比较。它能够最好地满足客户需求的客户服务代表。系统然后继续将呼叫路由到最有可能成功满足客户需求的服务代表。系统执行后呼叫程序，以确定与适当的呼叫中心代表如何成功地匹配客户。

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