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41. 发明申请

WO2009064775A1 INDEPENDENT CUSTOMER SERVICE AGENTS 审中-公开
标题翻译：独立客户服务代理
公开(公告)号：WO2009064775A1
公开(公告)日：2009-05-22
申请号：PCT/US2008/083221
申请日：2008-11-12
申请人： AMAZON TECHNOLOGIES, INC.
发明人： KAUFMAN, Donald, L. , INGLIS, Adrian , WEILAND, Thomas, J. , NICHOLSON, Lorraine, A. , JAY, Jon, R. , PRATT, Jeffrey, C.
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/42068 , H04M3/5125 , H04M3/523 , H04M3/5237 , H04M2203/405 , H04M2203/551 , H04M2203/6018
摘要： Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
摘要翻译：提供了用于维护和操作代理节点的系统和方法的方面。在一些实施例中，可以基于各种因素经由集中式队列将呼叫，联系人和其他工作单元路由到各个客户服务代理。一些实施例可以提供基于市场的呼叫定价和客户服务代理补偿。

42. 发明申请

WO2007061545A1 METHOD AND SYSTEM OF AUTOMATICALLY PAUSING AN AUTOMATED VOICE SESSION 审中-公开
标题翻译：自动停止自动语音会话的方法和系统
公开(公告)号：WO2007061545A1
公开(公告)日：2007-05-31
申请号：PCT/US2006/040915
申请日：2006-10-18
申请人： CISCO TECHNOLOGY, INC. , DE GRAZIA, Bradley, R. , LEE, David, C. , LEE, Johnny, H. , JABBOUR, Fadi, R.
发明人： DE GRAZIA, Bradley, R. , LEE, David, C. , LEE, Johnny, H. , JABBOUR, Fadi, R.
IPC分类号： H04M11/10
CPC分类号： H04M3/53333 , H04M3/5166 , H04M2203/303 , H04M2203/551
摘要： A method for providing communication with an automated voice system includes establishing a first communication session between a caller and the automated voice system. The first communication session includes a call thread. The method also includes receiving a signal indicative of a call event. In response to receiving the signal indicative of the call event, a state of the call thread is saved. The method also includes establishing a second communication session between the caller and the automated voice system at a state of the call thread associated with the saved state of the call thread.
摘要翻译：一种用于与自动语音系统进行通信的方法包括在呼叫者和自动语音系统之间建立第一通信会话。第一个通信会话包括一个呼叫线程。该方法还包括接收指示呼叫事件的信号。响应于接收到指示呼叫事件的信号，保存呼叫线程的状态。该方法还包括在与呼叫线程的保存状态相关联的呼叫线程的状态下在呼叫者和自动语音系统之间建立第二通信会话。

43. 发明申请

WO2004049136A3 METHODS AND SYSTEMS FOR A CALL LOG 审中-公开
标题翻译：用于呼叫记录的方法和系统
公开(公告)号：WO2004049136A3
公开(公告)日：2004-07-01
申请号：PCT/US0337874
申请日：2003-11-25
申请人： TELESECTOR RESOURCES GROUP INC , VERIZON DATA SERVICES INC
发明人： REDING CRAIG L , REFORMATO JOHN R , RAJAGOPALAN MAHESH , ZAFAR SHADMAN , WURSTER JOHN H
IPC分类号： G06F20060101 , G06F15/16 , G06F15/167 , G06F15/173 , G06F17/30 , H04B7/00 , H04J20060101 , H04J1/00 , H04L20060101 , H04L1/00 , H04L12/16 , H04L12/66 , H04M20060101 , H04M1/00 , H04M1/56 , H04M1/64 , H04M1/66 , H04M3/00 , H04M3/22 , H04M3/24 , H04M3/36 , H04M3/38 , H04M3/42 , H04M3/436 , H04M3/48 , H04M3/493 , H04M3/537 , H04M3/56 , H04M3/58 , H04M7/00 , H04M15/00 , H04M15/06 , H04Q3/00 , H04Q7/20 , H04Q7/24 , H04W4/24
CPC分类号： H04M3/2218 , H04M3/36 , H04M3/382 , H04M3/387 , H04M3/42204 , H04M3/42221 , H04M3/42229 , H04M3/436 , H04M3/48 , H04M3/4931 , H04M3/4933 , H04M3/4936 , H04M3/537 , H04M3/56 , H04M15/09 , H04M15/41 , H04M2201/40 , H04M2203/551 , H04M2207/12 , H04M2215/0164 , H04M2215/66 , H04Q3/0029 , H04Q2213/13034 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13224 , H04Q2213/13282
摘要： A call log (Fig. 6, 610) associated with outgoing calls originating from calling devices (118) may be established and maintained. Filter parameters may be set to specify which outgoing calls to log. Outgoing call information associated with calls originating from a user's calling devices may be obtained and transmitted to a service center (406). A server in the service center may determine whether or not to log the outgoing call information based on the filter settings. The outgoing call information may be stored in the call log, which may reside in a database in the service center. The user may access the call log from a user terminal and/or the calling devices. The call log may be used to add contacts to a contact list and facilitate data analyses.
摘要翻译：可以建立和维护与从呼叫设备（118）发起的呼出呼叫相关联的呼叫日志（图6,610）。可以设置过滤器参数来指定要记录的呼出电话。可以获得与从用户的呼叫设备发起的呼叫相关联的呼出信息并将其发送到服务中心（406）。服务中心中的服务器可以基于过滤器设置来确定是否记录呼出信息。呼出信息可以存储在呼叫日志中，呼叫日志可以驻留在服务中心的数据库中。用户可以从用户终端和/或呼叫设备访问呼叫日志。通话记录可用于将联系人添加到联系人列表并便于数据分析。

44. 发明申请

WO2004046867A2 PEOPLE LISTS 审中-公开
标题翻译：人物名单
公开(公告)号：WO2004046867A2
公开(公告)日：2004-06-03
申请号：PCT/US0336654
申请日：2003-11-17
申请人： AMERICA ONLINE INC , KUCHAREWSKI VALERIE , TRAYLOR MICHAEL , PANZER JOHN , MAZZEO JACK , BUONOMO MICHAEL ANTHONY
发明人： KUCHAREWSKI VALERIE , TRAYLOR MICHAEL , PANZER JOHN , MAZZEO JACK , BUONOMO MICHAEL ANTHONY
IPC分类号： G06F20060101 , G06F15/16 , G06Q10/10 , G06F
CPC分类号： H04L51/36 , G06Q10/10 , H04M1/274533 , H04M3/4931 , H04M2203/551 , H04M2203/556
摘要： Enabling management of contacts includes creating a single list of contacts that is stored in a central repository. A member is enabled to define a group of contacts from the single list of contacts and represent the group of contacts by a unique identifier. The member is enabled to adress communications sent from multiple applications to the group of contacts represented by the unique identifier.
摘要翻译：启用联系人管理包括创建存储在中央存储库中的单个联系人列表。一个成员能够从单个联系人列表中定义一组联系人，并通过唯一标识符来代表联系人组。该成员能够将从多个应用程序发送的通信接收到由唯一标识符表示的联系人组。

45. 发明申请

WO2003102822A1 SYSTEM AND METHOD FOR GENERATING A DYNAMIC INTERFACE VIA A COMMUNICATIONS NETWORK 审中-公开
标题翻译：用于通过通信网络生成动态接口的系统和方法
公开(公告)号：WO2003102822A1
公开(公告)日：2003-12-11
申请号：PCT/US2003/017239
申请日：2003-06-02
申请人： RIGHTNOW TECHNOLOGIES, INC.
发明人： WARNER, Doug , MYER, Mike , ABSHIRE, Tom
IPC分类号： G06F17/30
CPC分类号： H04M3/493 , H04M3/2218 , H04M3/36 , H04M3/4936 , H04M3/5166 , H04M2201/12 , H04M2201/16 , H04M2203/355 , H04M2203/551 , Y10S707/99942 , Y10S707/99943
摘要： A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.
摘要翻译：描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择[306]集成，以便在选项列表[308]中提供最常用的项目，或以其他方式订购选项[314]和信息。呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统，基于文本相似性或其他技术[310]。选项[316]的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。

46. 发明申请

WO02052824A1 CALL CENTER SYSTEM 审中-公开
标题翻译：呼叫中心系统
公开(公告)号：WO02052824A1
公开(公告)日：2002-07-04
申请号：PCT/JP2001/011442
申请日：2001-12-26
IPC分类号： H04M3/51 , H04M3/523 , H04M3/42
CPC分类号： H04M3/5183 , H04M3/42042 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： A call center comprises a CTI server (1) for distributing the call from a client telephone (2) to reception terminals (31 to 32) of operators and a client information database (4) where the telephone numbers of clients and information concerning the responses to the past inquiries of the clients. The CTI server (1), upon receiving a call from a client telephone (2), acquires the telephone number of the client telephone (2) by using a calling number notifying service provided by a telephone network, refers to the client information database (4) according to the acquired telephone number, and preferentially distributes the call to the reception terminal (31) of an operator who has responded to the inquiry of the client before.
摘要翻译：呼叫中心包括用于将来自客户端电话（2）的呼叫分配给运营商的接收终端（31至32）的CTI服务器（1）和客户端的电话号码和有关响应的信息的客户端信息数据库（4）以往查询客户。 CTI服务器（1）在从客户端电话（2）接收到呼叫时，通过使用由电话网络提供的呼叫号码通知服务获取客户端电话（2）的电话号码，参照客户端信息数据库 4）根据获取的电话号码，并优先地将呼叫分配给响应于客户的查询的运营商的接收终端（31）。

47. 发明申请

WO01010151A1 APPARATUS AND METHOD FOR INACTIVE MOBILE STATION CALLING PARTY IDENTIFICATION 审中-公开
标题翻译：用于不动员移动站呼叫方识别的装置和方法
公开(公告)号：WO01010151A1
公开(公告)日：2001-02-08
申请号：PCT/SE2000/001401
申请日：2000-06-30
IPC分类号： H04W4/12 , H04W4/16 , H04Q7/32 , H04Q7/30
CPC分类号： H04W4/16 , H04M3/48 , H04M3/537 , H04M2203/551 , H04W4/12
摘要： A method providing identification of parties calling an inactive mobile station (20) comprises the steps of activating an inactive mobile station (20) to produce an activated mobile station (105); sending a registration notification message (180) from the activated mobile station (150) to a first Mobile Switching Center (MSC) (40); authenticating the registration notification message (180) using a Home Location Register (HLR), the HLR (50) including a first memory (60) adapted to store a list (70) comprising a plurality of unsuccessful calling party telephone numbers; sending the list (70) from the HLR (50) to the first MSC (40); sending the list from the first MSC (20) to a Visitor Location Register (VLR) (220) and sending the list (70) to the activated mobile station (150) from the VLR (220). The invention also relates to a system.
摘要翻译：一种提供呼叫非活动移动台（20）的方的识别的方法包括以下步骤：激活非活动移动台（20）以产生激活的移动台（105）; 从激活的移动台（150）向第一移动交换中心（MSC）（40）发送注册通知消息（180）; 使用归属位置寄存器（HLR）认证注册通知消息（180），所述HLR（50）包括适于存储包括多个不成功呼叫方电话号码的列表（70）的第一存储器（60）将所述列表（70）从所述HLR（50）发送到所述第一MSC（40）; 将列表从第一MSC（20）发送到访客位置寄存器（VLR）（220），并从VLR（220）将列表（70）发送到激活的移动站（150）。本发明还涉及一种系统。

48. 发明申请

WO00005868A1 CALL DISTRIBUTION SYSTEMS 审中-公开
标题翻译：呼叫分配系统
公开(公告)号：WO00005868A1
公开(公告)日：2000-02-03
申请号：PCT/GB1999/002296
申请日：1999-07-16
IPC分类号： H04M3/523 , H04Q3/64 , H04M3/51 , H04Q3/66
CPC分类号： H04M3/5237 , H04M3/42059 , H04M3/5232 , H04M2203/551 , H04M2207/12 , H04M2242/22 , H04Q3/64 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/13345 , H04Q2213/13399 , H04Q2213/13546
摘要： A call distribution system includes an intelligent call router (64) responsive to data held in a scratchpad platform (65) to connect calls to operators of a call centre or a network based virtual call centre. The scratchpad collects data based on calling line identity (CLI), the data defining either the last destination to which a call originating from the CLI occurred or data entered by the last operator to handle such a call. If the preferred operator is not available then routin may be determined from an ordered list of operators.
摘要翻译：呼叫分配系统包括响应于暂存器平台（65）中保存的数据的智能呼叫路由器（64），以将呼叫连接到呼叫中心或基于网络的虚拟呼叫中心的运营商。暂存器基于呼叫线路标识（CLI）收集数据，定义发生从CLI发起的呼叫的最后目的地的数据或由最后一个操作者输入的数据来处理这样的呼叫。如果优选的操作符不可用，则可以从有序的操作符列表确定例程。

49. 发明申请

WO99026395A1 IN-BAND SIGNALING FOR ROUTING 审中-公开
标题翻译：用于路由的带内信令
公开(公告)号：WO99026395A1
公开(公告)日：1999-05-27
申请号：PCT/US1998/022555
申请日：1998-10-23
IPC分类号： H04L29/08 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/56 , H04M3/58 , H04M7/00 , H04M7/12 , H04Q3/00 , H04Q3/64 , H04Q3/66 , H04Q3/72 , H04M3/00 , H04M5/00
CPC分类号： H04L67/306 , H04L65/4007 , H04M3/42042 , H04M3/42059 , H04M3/42102 , H04M3/42323 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M3/5237 , H04M3/56 , H04M3/58 , H04M7/006 , H04M7/12 , H04M2203/551 , H04M2207/12 , H04M2242/22 , H04Q3/0029 , H04Q3/0045 , H04Q3/64 , H04Q3/66 , H04Q3/72 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13164 , H04Q2213/13174 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13345 , H04Q2213/13349 , H04Q2213/13389
摘要： Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls (107), and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers (201) at different points in the network (104, 121 and 122) based on the in-band routing data. Practice of the invention extends to intelligent telephony networks (100) and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.
摘要翻译：网络中的电话呼叫路由是通过转发路由数据而不是发起标识和目的地识别带内带呼叫（107），并使用呼叫目的地的带内数据进行进一步的路由。在一些实施例中，基于带内路由数据，在网络（104,121和122）中的不同点的路由器（201）之间完成协商。本发明的实践扩展到智能电话网络（100），以及在广域数据网络（例如因特网和内联网）中的计算机之间的模拟电话呼叫。

50. 发明申请

WO99013635A1 APPARATUS AND METHODS ENHANCING CALL ROUTING TO AND WITHIN CALL-CENTERS 审中-公开
标题翻译：设备和方法增强呼叫中心和呼叫中心的呼叫
公开(公告)号：WO99013635A1
公开(公告)日：1999-03-18
申请号：PCT/US1998/018989
申请日：1998-09-09
IPC分类号： H04L12/64 , H04L29/06 , H04L29/08 , H04M3/00 , H04M3/12 , H04M3/36 , H04M3/42 , H04M3/51 , H04M3/523 , H04M3/54 , H04M3/56 , H04M3/58 , H04M7/00 , H04M7/12 , H04M11/00 , H04Q3/00 , H04Q3/64 , H04Q3/66
CPC分类号： H04L65/4007 , H04L12/64 , H04L29/06027 , H04L67/306 , H04L67/327 , H04L69/329 , H04M3/12 , H04M3/36 , H04M3/367 , H04M3/42323 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5236 , H04M3/5237 , H04M3/5238 , H04M3/54 , H04M3/56 , H04M3/58 , H04M7/00 , H04M7/006 , H04M7/12 , H04M2203/551 , H04M2207/12 , H04Q3/0029 , H04Q3/0045 , H04Q3/64 , H04Q3/66 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13164 , H04Q2213/13174 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13345 , H04Q2213/13349 , H04Q2213/13389
摘要： A computerized telephony call center (121) for serving a customer base has a central switch (123) connected to a plurality of telephones (136, 138) at operator workstations (131, 132) and adapted to route the calls to individual ones of the telephones, and also connected to a public switched telephone network (100), and a first processor (223) connected to the central switch (123) by a high-speed data link (212) and to the telephone network by a digital network connection. The first processor (223) is adapted to monitor transactional activity of the central switch (123), to process the activity information according to selected routines in the processor, and to communicate processed information to a second processor (224) over the digital network connection. The digital connections may be a TCP/IP connection. In a preferred embodiment, the first processor is connected by a LAN (301) to network interfaces including a video display unit and input apparatus proximate individual ones of the plurality of telephones connected to the central switch.
摘要翻译：用于服务客户群的计算机化电话呼叫中心（121）具有连接到操作员工作站（131,132）处的多个电话（136,138）的中央交换机（123），并且适于将呼叫路由到并且还连接到公共交换电话网络（100）以及通过高速数据链路（212）连接到中央交换机（123）的第一处理器（223），并且通过数字网络连接到电话网络。第一处理器（223）适于监测中央交换机（123）的事务活动，以根据处理器中的选定例程来处理活动信息，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（224）。数字连接可以是TCP / IP连接。在优选实施例中，第一处理器由LAN（301）连接到包括视频显示单元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的网络接口。

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