公开(公告)号：US06359981B1

公开(公告)日：2002-03-19

申请号：US08950253

申请日：1997-10-14

Applicant: Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

Inventor： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC: H04M700

CPC classification number: H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

Abstract: A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

公开(公告)号：US06263066B1

公开(公告)日：2001-07-17

申请号：US09096729

申请日：1998-06-11

Applicant: Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

Inventor： Yuri Shtivelman ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Igor Neyman ,  Douglas Gisby ,  Paul Cronin

IPC: H04M300

CPC classification number: G06Q10/107 ,  H04L29/06 ,  H04L51/066 ,  H04L51/14 ,  H04L51/22 ,  H04L51/36 ,  H04M3/42059 ,  H04M3/42093 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/48 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M3/5307 ,  H04M3/5315 ,  H04M3/533 ,  H04M7/0054 ,  H04M7/006 ,  H04M7/12 ,  H04M7/126 ,  H04M2201/18 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13053 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/1315 ,  H04Q2213/13179 ,  H04Q2213/1322 ,  H04Q2213/13248 ,  H04Q2213/1328 ,  H04Q2213/13337 ,  H04Q2213/13349 ,  H04Q2213/13375 ,  H04Q2213/13377 ,  H04Q2213/13389

Abstract: A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

Abstract translation: 呼叫中心中的排队系统适用于对语音邮件进行排队以及实时电话呼叫。 在优选实施例中，呼叫包括面向连接的交换电话（COST）呼叫和数据网络电话（DNT）呼叫。 呼叫者被允许离开语音邮件作为等待的替代方案，并且语音邮件的记录被排队，优选地在同一队列处理现场呼叫。 在一些实施例中，呼叫中心能够处理电子邮件，视频邮件和传真消息以及实时呼叫和语音邮件消息，并且所有类型的多媒体通信可以根据预先存储的路由规则和优先级规则在同一队列中排队 。

公开(公告)号：US06198739B1

公开(公告)日：2001-03-06

申请号：US08949586

申请日：1997-10-14

Applicant: Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

Inventor： Igor Neyman ,  Myhailo Barskyy ,  Alec Miloslavsky ,  Oleg Bondarenko ,  Valeriy Issayev ,  Andrei Petrov ,  Pavel Karpenko

IPC: H04L1264

CPC classification number: H04M7/006 ,  H04M1/2473 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/00 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

Abstract: A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.

Abstract translation: 多媒体呼叫中心具有具有电话和多媒体计算机平台的代理站，其中电话和计算机平台通过适于允许在电话和计算机平台之间共享音频数据的桥接电路连接。 计算机平台也适用于处理计算机模拟呼叫。 在各种实施例中，可以记录任何类型的所有呼叫或部分呼叫，预录音音频可以被播放给呼叫者，系统可以响应呼叫者发出的预定的关键短语，并且系统可以响应代理的语音命令 。

公开(公告)号：US06185287B2

公开(公告)日：2001-02-06

申请号：US08879619

申请日：1997-06-20

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04M700

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  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 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13174 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13282 ,  H04Q2213/13299 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/1336 ,  H04Q2213/13389

Abstract: A telephone call-routing system comprises an initial call-processing unit adapted for receiving calls from customers, and includes a processor system adapted for eliciting information from a caller. In a preferred embodiment calls are forwarded to telephony switches at selected remote call-in centers over telephone lines, and the elicited information from each call is forwarded in parallel over digital communication links separate from the telephone lines to telephony servers at the remote call-in centers to which the calls are forwarded. In a preferred embodiment, at the remote call-in centers the telephony switches are connected to plural telephones at workstations, and the telephony servers are connected to the telephony switches and on networks to display terminals proximate the individual telephones to which calls are routed. In preferred embodiments elicited information from a caller is displayed at a display terminal proximate a telephone on or before the call associated with the elicited information is received.

Abstract translation: 电话呼叫路由系统包括适于从客户接收呼叫的初始呼叫处理单元，并且包括适于从呼叫者发出信息的处理器系统。 在优选实施例中，呼叫通过电话线路转发到所选择的远程呼入中心处的电话交换机，并且来自每个呼叫的所引出的信息通过数字通信链路被转发，所述数字通信链路与电话线路分开地转接到远程呼入的电话服务器 呼叫转发到的中心。 在优选实施例中，在远程呼入中心，电话交换机连接到工作站处的多个电话，并且电话服务器连接到电话交换机和网络，以显示接近呼叫路由的个人电话的终端。 在优选实施例中，在接收到与所引出的信息相关联的呼叫之前或之前，来自呼叫者的引出信息被显示在靠近电话的显示终端处。

公开(公告)号：US06175563B1

公开(公告)日：2001-01-16

申请号：US08947774

申请日：1997-10-09

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04J312

CPC classification number: 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

Abstract: An Internet Protocol Telephony Network (IPNT) call-routing system has a first processor adapted for receiving and initial processing of incoming IPNT calls from a wide area network (WAN). At the first processor information about callers is elicited. Calls are routed to remote processors for distribution to individual stations over the WAN, and information about the callers is sent to the same remote processors by a data link separate from the WAN. The WAN may be the Internet, and caller information may be used at the remote processors for further routing, and to retrieve customer information from available databases, which may be displayed on video displays at workstations to which the calls are routed.

Abstract translation: 互联网协议电话网络（IPNT）呼叫路由系统具有适于从广域网（WAN）接收和初始处理进入的IPNT呼叫的第一处理器。 在第一处理器处获取关于呼叫者的信息。 呼叫路由到远程处理器，以通过WAN分配到各个站，通过与WAN分开的数据链路将有关呼叫者的信息发送到同一个远程处理器。 WAN可以是因特网，并且呼叫者信息可以在远程处理器处用于进一步的路由，以及从可能的数据库中检索客户信息，这些信息可以在呼叫被路由到的工作站上的视频显示器上显示。

公开(公告)号：US6055308A

公开(公告)日：2000-04-25

申请号：US975404

申请日：1997-11-20

Applicant: Alec Miloslavsky ,  Oleg Turovski

Inventor： Alec Miloslavsky ,  Oleg Turovski

IPC: H04M3/436 ,  H04L12/58 ,  H04M3/00 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15 ,  H04Q3/545 ,  H04Q3/64

CPC classification number: H04M3/51 ,  H04L51/043 ,  H04L51/14 ,  H04M3/523 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/64 ,  H04M2242/22 ,  H04M2242/30 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5235 ,  H04M7/0033 ,  H04Q2213/1305 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/1322 ,  H04Q2213/1325

Abstract: A method for a reporting application to flexibly report the status of an entity in a call center to a requesting application is provided. The entity could be in one or more states. Examples of an entity are a directory number, an agent, a group, a routing point, and an agent place. The requesting application sets the priority of these states belonging to the entity by sending a status priority table to the reporting application. The reporting application reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application. Because different requesting applications could present different priority tables, the reporting application could report different states for the same entity.

Abstract translation: 提供了一种用于报告应用以灵活地将呼叫中心中的实体的状态报告给请求应用的方法。 实体可以处于一个或多个状态。 实体的示例是目录号码，代理，组，路由点和代理地点。 请求应用通过向报告应用发送状态优先级表来设置属于实体的这些状态的优先级。 报告应用程序根据实体的活动状态和优先级表来报告状态。 作为示例，报告的状态可以是表中具有最高优先级的活动状态。 这个状态被报告回请求应用程序。 由于不同的请求应用程序可能会呈现不同的优先级表，因此报告应用程序可以报告同一实体的不同状态

公开(公告)号：US5995615A

公开(公告)日：1999-11-30

申请号：US797408

申请日：1997-02-10

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04M3/42 ,  H04M3/428 ,  H04M3/51 ,  H04Q3/00 ,  H04Q3/66 ,  H04M7/00 ,  H04M3/00

CPC classification number: H04Q3/0029 ,  H04M3/51 ,  H04Q3/66 ,  H04M3/42323 ,  H04M3/428

Abstract: A telephone call-routing system includes an initial call-processing system having a first telephone line adapted for receiving calls from customers and a processor system, and a remote call-in center comprising a computerized telephony switch connected to a plurality of telephones at operator workstations. The processor system is adapted to route calls to individual ones of the telephones, and is connected by a telephony line to the initial call processing system. A telephony server is connected to the telephony switch by a first high-speed data link and has a digital network communication link to the processor system. The telephony server is adapted to monitor activity of the telephony switch and to report the activity to the processor system over the digital network link. The processor system selects a destination for an incoming call based on the activity reported to the processor system by the telephony server, and immediately routes the call to the selected destination, setting a semaphore for destination busy, and forwarding a data packet associated with the call by the destination phone number to the telephony server over the digital network link.

Abstract translation: 电话呼叫路由系统包括初始呼叫处理系统，该初始呼叫处理系统具有适于接收来自客户和处理器系统的呼叫的第一电话线以及远程呼入中心，该远程呼入中心包括连接到操作员工作站上的多个电话的计算机化电话交换机 。 处理器系统适于将呼叫路由到个别电话机，并且通过电话线路连接到初始呼叫处理系统。 电话服务器通过第一高速数据链路连接到电话交换机，并具有到处理器系统的数字网络通信链路。 电话服务器适于监视电话交换机的活动并且通过数字网络链路将活动报告给处理器系统。 处理器系统基于由电话服务器向处理器系统报告的活动来选择呼入的目的地，并且立即将呼叫路由到所选择的目的地，设置用于目的地繁忙的信号量，以及转发与呼叫相关联的数据分组 通过目的地电话号码通过数字网络链接到电话服务器。

公开(公告)号：US5995614A

公开(公告)日：1999-11-30

申请号：US797406

申请日：1997-02-10

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/00

CPC classification number: H04M3/51 ,  H04M7/00

Abstract: A method for rerouting calls in a call-routing system having a routing processor storing information about the status of remote telephone stations involves setting a semaphore for station busy at the time a call is routed to the station, and timing the semaphore for a pre-programmed period of time known to be the latency period for returning a real-time signal that the routed call was actually completed. If the signal for call completion is not received in the pre-programmed time, the call is canceled and re-routed by reinserting the call in a routing queue. When the call is canceled the semaphore is reset to indicate the station is not busy. In a preferred embodiment the call is rerouted to the same destination as originally routed.

Abstract translation: 一种用于在具有存储关于远程电话站的状态的信息的路由处理器的呼叫路由系统中重新路由呼叫的方法包括在呼叫路由到该站点时设置站忙的信号量， 已知的编程时间段是用于返回实际完成路由呼叫的实时信号的等待时间。 如果在预编程时间内没有接收到用于呼叫完成的信号，则通过将呼叫重新插入到路由队列中来取消呼叫并重新路由呼叫。 当呼叫被取消时，信号量被重置以指示站不忙。 在优选实施例中，呼叫被重新路由到与原始路由相同的目的地。

公开(公告)号：US5953405A

公开(公告)日：1999-09-14

申请号：US797417

申请日：1997-02-10

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04Q3/00 ,  H04Q3/66 ,  H04Q3/64 ,  H04M3/42 ,  H04M7/00 ,  H04M15/00

CPC classification number: H04Q3/0029 ,  H04Q3/66 ,  H04Q2213/13072 ,  H04Q2213/13107 ,  H04Q2213/13166 ,  H04Q2213/13213 ,  H04Q2213/13345 ,  H04Q2213/13349 ,  H04Q2213/13377

Abstract: A telephone call-routing system comprises a routing intelligence adapted to receive real-time activity reports on busy status of remote telephone stations, and to route incoming calls based on the busy status. In a preferred embodiment the routing intelligence sets a busy semaphore for each station to which a call is routed at the time the call is routed, before a real-time signal is returned that the station is in fact busy. The semaphore is initially set to busy for a first period of time substantially equal to the known latency for returning the real-time busy signal. After the first period of time, and with return of a real-time busy signal, the semaphore is reset to busy for a second period of time substantially equal to the historical average elapsed time for calls in the call-routing system, after which the semaphore is released. After the first period of time, and in the absence of the real-time busy signal, the semaphore is immediately released so further calls may be routed to the station.

Abstract translation: 电话呼叫路由系统包括路由智能，其适于接收关于远程电话站的忙状态的实时活动报告，并且基于忙状态来路由呼入。 在优选实施例中，在返回实时信号之前，路由智能在呼叫被路由时为呼叫路由到的每个站设置繁忙的信号量，使得站实际上是忙的。 信号量最初设置为忙于基本上等于已知等待时间的第一时间段以返回实时忙信号。 在第一个时间段之后，并且返回实时忙信号，信号量被重置为忙于与呼叫路由系统中的呼叫的历史平均经过时间基本相等的第二时间段，之后， 信号量被释放。 在第一个时间段之后，在没有实时忙信号的情况下，立即释放信号灯，从而可以将进一步的呼叫路由到该站。

公开(公告)号：US5915012A

公开(公告)日：1999-06-22

申请号：US782983

申请日：1997-01-14

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04L12/58 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04N7/14 ,  H04N7/15

CPC classification number: H04N7/15 ,  H04L51/14 ,  H04M3/51 ,  H04M3/5237 ,  H04N7/148 ,  H04M2242/22 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42323 ,  H04M3/42365 ,  H04M3/5183 ,  H04M7/0033

Abstract: A network-level routing system has a router and a connected information server at network level, the information server linked to a plurality of CTI servers each connected by a CTI link to a telephony switch in a call center. The CTI servers are adapted to monitor and control the telephony switches, which may be of different make and manufacture, and to report switch status to the connected information server at network level on a continuous basis, transaction-by-transaction. Incoming calls are routed to the telephony switches at the call centers by the network-level router based on the continually updated information in the network-level information server.

Abstract translation: 网络级路由系统在网络级具有路由器和连接的信息服务器，链接到多个CTI服务器的信息服务器，每个CTI服务器通过CTI链路连接到呼叫中心的电话交换机。 CTI服务器适用于监视和控制电话交换机，这些电话交换机可能具有不同的制造和制造，并且在连续的基础上以交易方式在网络级别向连接的信息服务器报告交换机状态。 基于网络级信息服务器中不断更新的信息，来电呼叫由网络级路由器路由到呼叫中心的电话交换机。