公开(公告)号：US06389007B1

公开(公告)日：2002-05-14

申请号：US09160558

申请日：1998-09-24

Applicant: Grigory Shenkman ,  Alec Miloslavsky

Inventor： Grigory Shenkman ,  Alec Miloslavsky

IPC: H04L1266

CPC classification number: H04L65/1006 ,  H04L65/4007 ,  H04M3/42323 ,  H04M3/493 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/006 ,  H04Q3/72

Abstract: An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one IR consults a common data repository storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both OST and DNT calls.

Abstract translation: 呼叫中心中的集成路由器（IR）监视和控制电话交换机接收和转发面向连接的交换电话（COST）呼叫和数据网络电话（DNT）处理器接收和转发DNT呼叫。 一个IR咨询一个通用数据存储库，存储两种类型的呼叫的代理状态，并根据一组规则路由所有呼叫，这可以采取各种形式。 在一个实施例中，代理站处的电话适于处理OST和DNT呼叫。

公开(公告)号：US06259774B1

公开(公告)日：2001-07-10

申请号：US09574315

申请日：2000-05-19

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04M1100

CPC classification number: H04L51/14 ,  H04L29/06 ,  H04M3/42042 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/003 ,  H04M7/12 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15

Abstract: A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a telephone call from the browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, a telephone number of a routing point at the call center. The call center selects an agent, and initiates a watch for an arriving call from the browsing person. On arrival of the call, it is switched to the selected agent. In the other instance (b), in response to the data, the call center enters the browsing person's telephone number to a dialer, and when the dialer completes a call to the browsing person, switched the call to a selected agent.

Abstract translation: 电话呼叫中心系统包括适于从WEB服务器接收数据的因特网连接器，来自浏览因特网的人的计算机平台的数据，包括识别浏览者的数据，诸如电话号码，并向WEB指示 服务器希望浏览者与呼叫中心的代理进行通信。 所需的通信可以是（a）呼叫中心的代理人向浏览者接收电话呼叫的请求，或（b）从呼叫中心向浏览者发送呼叫的请求。 在（a）和（b）中，实际结果是浏览人员和呼叫中心的代理商之间的电话会议。 在第一种情况（a）中，响应于来自WEB服务器到呼叫中心的数据，呼叫中心提供给WEB服务器，通过因特网向浏览者传送一个路由点的电话号码 呼叫中心。 呼叫中心选择代理，并从浏览人员发起到达呼叫的手表。 在呼叫到达时，将切换到所选代理。 在另一个实例（b）中，响应于该数据，呼叫中心将浏览者的电话号码输入拨号器，当拨号程序完成对浏览者的呼叫时，将呼叫切换到选定的代理。

公开(公告)号：US06185292B2

公开(公告)日：2001-02-06

申请号：US08797418

申请日：1997-02-10

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04M300

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M3/58 ,  H04M7/00 ,  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: A telephone call-routing system comprises an initial call-processing unit with a first telephone line adapted for receiving calls from customers, and includes a call-routing processor adapted for routing incoming calls to selected destinations; and a remote call-in center having a computerized telephony switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected by a first outside telephone line to a telephone network. A computer server connected to the telephony switch by a high-speed data link and to the telephone network by a digital network connection is adapted to monitor transactional activity of the computerized telephony switch, to process the activity information according to selected routines, and to communicate processed information to the call-routing processor over the digital network connection, such that the call-routing processor may use the processed information to select destinations to route the incoming calls.

Abstract translation: 电话呼叫路由系统包括具有适于接收来自客户的呼叫的第一电话线的初始呼叫处理单元，并且包括呼叫路由处理器，用于将来话呼叫路由到所选择的目的地; 以及远程呼入中心，其具有连接到操作员工作站处的多个电话的计算机化电话交换机，并且适于将呼叫路由到个别电话机，并且还通过第一外部电话线路连接到电话网络。 通过高速数据链路连接到电话交换机的计算机服务器和通过数字网络连接到电话网络的计算机服务器适于监测计算机化电话交换机的事务活动，以根据所选择的例程来处理活动信息，并且通信 通过数字网络连接处理信息到呼叫路由处理器，使得呼叫路由处理器可以使用经处理的信息来选择目的地路由呼入。

公开(公告)号：US06175564B1

公开(公告)日：2001-01-16

申请号：US09012043

申请日：1998-01-22

Applicant: Alec Miloslavsky ,  Jason Goecke ,  Vladimir N. Deryugin ,  Dmitry A. Torba ,  Igor Neyman ,  Oleg Turovsky

Inventor： Alec Miloslavsky ,  Jason Goecke ,  Vladimir N. Deryugin ,  Dmitry A. Torba ,  Igor Neyman ,  Oleg Turovsky

IPC: H04L1216

CPC classification number: H04Q3/62 ,  G06Q10/107 ,  H04L51/14 ,  H04M3/36 ,  H04M3/42042 ,  H04M3/42314 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5125 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/5307 ,  H04M7/003 ,  H04M7/0033 ,  H04M7/0054 ,  H04M7/122 ,  H04M7/128 ,  H04M2201/50 ,  H04M2203/4536 ,  H04M2242/22 ,  H04N7/148 ,  H04N7/15 ,  H04Q3/0029 ,  H04Q3/72 ,  H04Q2213/13072 ,  H04Q2213/13093 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/1322 ,  H04Q2213/13299 ,  H04Q2213/13337 ,  H04Q2213/13389

Abstract: An Internet Protocol Network Telephony (IPNT) system has Internet-connected managing computers at plural call centers connected to local agent stations at each call center. The managing computers are adapted to receive IPNT calls from clients at internal routing points. A router coupled to each of the managing computers at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent stations selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point address at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station. Statistics may be used in routing, and data regarding client-callers may be routed to the same agent station for display to which calls are routed.

Abstract translation: 互联网协议网络电话（IPNT）系统具有连接到每个呼叫中​​心的本地代理站的多个呼叫中心的因特网连接的管理计算机。 管理计算机适于在内部路由点从客户端接收IPNT呼叫。 耦合到呼叫中心的每个管理计算机的路由器适于执行路由规则以选择代理站用于传送在路由点处接收的呼叫，并且所选择的代理站可以在所涉及的任何呼叫中心。 在一方面，路由器首先接收到远离呼叫中心的远程呼叫中心的代理站，在远程呼叫中心请求路由点地址，然后将呼叫转移到该新的路由点 。 然后，第二呼叫中心进一步将转移的呼叫路由到最终的代理站。 可以在路由中使用统计信息，并且关于客户端呼叫者的数据可以被路由到相同的代理站以进行哪些呼叫路由。

公开(公告)号：US5991392A

公开(公告)日：1999-11-23

申请号：US879571

申请日：1997-06-20

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: H04L29/08 ,  H04M3/00 ,  H04M3/12 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M3/56 ,  H04M3/58 ,  H04M3/60 ,  H04M7/00 ,  H04M7/12 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/66

CPC classification number: H04L67/306 ,  H04L65/4007 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/54 ,  H04M3/58 ,  H04M7/006 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04M2203/551 ,  H04M2207/12 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M3/5238 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  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: Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers, wherein provision is made for commands to be sent from an agent receiving a mis-routed call to a routing intelligence over a digital network connection, causing a mis-routed call to be inserted in a queue of calls to be routed ahead of calls received to be routed after the first call was mis-routed. In some embodiments the first agent may simply send back the mis-routed call to be requeued. In other instances the agent may confer with a second agent at a station to which the call is to be forwarded, before the caller is connected to the second agent. In still other instances the first agent, the second agent, and the caller may be conferenced together.

Abstract translation: 提供了设备和方法，用于在呼叫路由系统和呼入中心中重新路由错误路由呼叫，其中提供用于从通过数字网络接收错误路由呼叫的代理发送到路由智能的命令 连接，导致错误路由呼叫被插入呼叫队列中，以在第一呼叫被错误路由之后被接收以接收路由的呼叫路由。 在一些实施例中，第一代理可以简单地发送要重新排队的错误路由呼叫。 在其他情况下，在呼叫者连接到第二代理之前，代理可以在呼叫转接到的站处与第二代理进行通信。 在其他实例中，第一代理，第二代理和主叫方可以一起被会议。

公开(公告)号：US5970065A

公开(公告)日：1999-10-19

申请号：US948554

申请日：1997-10-10

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: 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 classification number: H04L65/4007 ,  H04L12/64 ,  H04L29/06027 ,  H04L67/306 ,  H04L67/327 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/54 ,  H04M3/58 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04L69/329 ,  H04M2203/551 ,  H04M2207/12 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5236 ,  H04M3/5238 ,  H04M3/56 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  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: A system for routing Internet Protocol Network Telephony (IPNT) calls has a default router connected to a wide area network (WAN) for receiving and routing the calls, the default router having a set of default routing rules, and an intelligent router coupled to the default router. The default router, upon receiving a call, requests routing from the intelligent router, and routes by a returned instruction within a predetermined time. If there is no returned instruction in the predetermined time, the default router routes the call by the default routing rules. In a preferred embodiment the intelligent router is a router performing for a particular organization, such as a commercial entity, and may have access to a company database. In some embodiments routing destinations are call centers on premises of the particular organization or company, and the call centers may each be managed by a managing processor connected to the WAN, which may be the Internet.

Abstract translation: 用于路由互联网协议网络电话（IPNT）呼叫的系统具有连接到广域网（WAN）的默认路由器，用于接收和路由呼叫，默认路由器具有一组默认路由规则，以及耦合到 默认路由器。 默认路由器在接收到呼叫时，从智能路由器请求路由，并在预定时间内通过返回的指令进行路由。 如果在预定时间内没有返回的指令，默认路由器将通过默认路由规则路由该呼叫。 在优选实施例中，智能路由器是为诸如商业实体的特定组织执行的路由器，并且可以访问公司数据库。 在一些实施例中，路由目的地是特定组织或公司的房屋处的呼叫中心，并且呼叫中心可以各自由连接到WAN的管理处理器来管理，WAN可以是因特网。

公开(公告)号：US5953332A

公开(公告)日：1999-09-14

申请号：US947737

申请日：1997-10-09

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

IPC: 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 ,  H04L12/14

CPC classification number: H04L65/4007 ,  H04L12/64 ,  H04L29/06027 ,  H04L67/306 ,  H04L67/327 ,  H04M3/51 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/54 ,  H04M3/58 ,  H04Q3/0029 ,  H04Q3/0045 ,  H04Q3/64 ,  H04Q3/66 ,  H04L69/329 ,  H04M2203/551 ,  H04M2207/12 ,  H04M3/12 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5236 ,  H04M3/5238 ,  H04M3/56 ,  H04M7/00 ,  H04M7/006 ,  H04M7/12 ,  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: In an Internet Protocol Network Telephony (IPNT) call-routing system, a call-routing processor connected to a wide area network (WAN) for receiving and forwarding calls is adapted to receive IPNT calls and to route them to remote computer stations based on information available at the routing processor. Remote stations are adapted in a manner that enables an agent at a remote station, upon determining that a call has been mis-routed for any reason, to return the call to the routing processor, which is adapted for re-routing the call based on the fact of return. In some cases the agent who originally receives the call may elicit further information from the caller, and send the new information back to the router with the call. The router in this instance uses the new information in re-routing. Calls may be re-routed cold, by allowing the first agent to talk to the second before the call is connected to the second, or by conferencing the first agent, the second agent, and the caller.

Abstract translation: 在互联网协议网络电话（IPNT）呼叫路由系统中，连接到用于接收和转发呼叫的广域网（WAN）的呼叫路由处理器适于接收IPNT呼叫并根据信息将它们路由到远程计算机站 可用于路由处理器。 远程站的调整方式是使远程站上的代理能够在确定呼叫由于任何原因被错误路由时，使呼叫返回到路由处理器，该路由处理器适于基于 回报的事实 在某些情况下，最初接收呼叫的代理可能会从呼叫者处获取更多信息，并通过该呼叫将新信息发送回路由器。 路由器在这种情况下使用新的信息重新路由。 可以通过允许第一代理人在呼叫连接到第二代理人之前通话，或者通过会议第一代理，第二代理和呼叫者来呼叫呼叫。

公开(公告)号：US5802163A

公开(公告)日：1998-09-01

申请号：US628837

申请日：1996-04-05

Applicant: Alec Miloslavsky

Inventor： Alec Miloslavsky

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

CPC classification number: H04N7/15 ,  H04M3/51 ,  H04M3/5125 ,  H04M3/5158 ,  H04M3/5183 ,  H04N7/148 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42314 ,  H04M3/42323 ,  H04M7/00 ,  H04M7/0033 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13385

Abstract: A system for incorporating a remote home agent in a call center is accomplished by the home agent dialing a telephony switch and the telephony switch terminating the home agent's incoming call to a first station side port of the telephony switch. This action provides a continuing connection between the telephony switch and the home agent until the home agent disconnects. Incoming calls selected to go to the home agent may then be switched to the established connection. In one embodiment a physical connection is established between the first station side port to which the home agent is first connected, and a second station side port. Incoming calls selected to go to the home agent are then connected to the second station side port, which is connected to the fist station side port.

Abstract translation: 用于将远程归属代理合并到呼叫中心的系统由归属代理人拨打电话交换机并且电话交换机将归属代理的呼入终止到电话交换机的第一站侧端口来实现。 此操作提供电话交换机和归属代理之间的连续连接，直到归属代理断开连接。 可以将选择进入归属代理的来电切换到已建立的连接。 在一个实施例中，在归属代理首次连接的第一站侧端口与第二站侧端口之间建立物理连接。 进入归属代理的来电进入第二站侧端口，连接到第一站端口。

公开(公告)号：US20130230160A1

公开(公告)日：2013-09-05

申请号：US13861367

申请日：2013-04-11

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: H04M1/57

CPC classification number: H04M1/575 ,  H04M3/42 ,  H04M3/436 ,  H04M7/0033 ,  H04M2201/42

Abstract: A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

Abstract translation: 具有由电话应用编程接口（TAPI）兼容电桥连接到计算机站的电话的代理站的呼叫中心具有与存储在计算机站也连接到的局域网（LAN）上的数据库中的呼叫者有关的数据。 用于来话呼叫的起始数据（对电话的传统呼叫）和对计算机平台的计算机模拟呼叫被用作提取与来自数据库的呼叫有关的数据的关键，以便在计算机工作站的视频显示单元（VDU）上显示， 呼叫被终止。 在某些情况下，仅提取和显示来自先前列出的发起点的呼叫数据。

公开(公告)号：US07970707B2

公开(公告)日：2011-06-28

申请号：US12024281

申请日：2008-02-01

Applicant: Alec Miloslavsky ,  Cal O'Kelly ,  Jacob Feldman ,  Michael Koifman

Inventor： Alec Miloslavsky ,  Cal O'Kelly ,  Jacob Feldman ,  Michael Koifman

IPC: G06F17/60 ,  H04L9/00

CPC classification number: G06Q10/10 ,  G06Q10/087 ,  G06Q20/085 ,  G06Q20/102 ,  G06Q30/0201 ,  G06Q30/0601 ,  G06Q30/0613

Abstract: Systems and methods for the dynamic processing of royalties are disclosed. Sales records are processed on a transaction basis rather than in batch mode. This process also allows correction of information retroactively, rather than delaying the entire processing of the information. One embodiment includes a system comprising a message broker in communication with a plurality of clients and services, a state machine, a processor and a time manager. The message broker interacts with the processor to execute a common service based on events produced by the state machine. Another embodiment includes a method comprising providing a rate matrix, receiving a sales record from a database and calculating a royalty payment using the sales record and the rate matrix.

Abstract translation: 公开了用于动态处理版税的系统和方法。 销售记录以交易为基础进行处理，而不是以批处理模式进行处理。 该过程还允许追溯地更正信息，而不是延迟信息的整个处理。 一个实施例包括系统，其包括与多个客户端和服务通信的消息代理，状态机，处理器和时间管理器。 消息代理与处理器交互，以根据状态机产生的事件来执行公共服务。 另一实施例包括提供速率矩阵，从数据库接收销售记录并使用销售记录和速率矩阵计算使用费支付的方法。