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    Apparatus and methods enhancing call routing to and within call-centers
    81.
    发明授权
    Apparatus and methods enhancing call routing to and within call-centers 有权

    公开(公告)号：US06393018B1

    公开(公告)日：2002-05-21

    申请号：US09574579

    申请日：2000-05-17

    Applicant: Alec Miloslavsky

    Inventor： Alec Miloslavsky

    IPC: H04L1216

    Abstract: A computerized Internet-Protocol Network Telephony (IPNT) routing system has a routing processor for receiving and forwarding IPNT calls based on information stored in an associated database regarding operation and status of possible destinations for the call. In some embodiments destinations are call centers adapted for receiving IPNT calls at workstations associated with a central processor, and the information in the database at the routing processor is collected and processed at the call centers that are potential destinations for the calls. The information is collected processed and forwarded to the database for the purpose of enhancing call-routing efficiency and accuracy.

    Apparatus and methods for coordinating telephone and data communications
    82.
    发明授权
    Apparatus and methods for coordinating telephone and data communications 失效
    用于协调电话和数据通信的装置和方法

    公开(公告)号：US6130933A

    公开(公告)日：2000-10-10

    申请号：US594628

    申请日：1996-02-02

    Applicant: Alec Miloslavsky

    Inventor： Alec Miloslavsky

    IPC: G06F13/00 ,  G06Q30/00 ,  H04L12/58 ,  H04L29/06 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04N7/14 ,  H04N7/15

    CPC classification number: H04L12/5855 ,  H04L29/06 ,  H04L51/14 ,  H04M3/51 ,  H04M3/5191 ,  H04M7/003 ,  H04N7/148 ,  H04N7/15 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/42323 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M7/0006 ,  H04M7/0009 ,  H04M7/12

    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 a 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, switches 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）对呼叫中心的代理人的请求从浏览者接收电话呼叫，或者（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，响应于数据，呼叫中心将浏览者的电话号码输入拨号器，并且当拨号程序完成对浏览者的呼叫时，将呼叫切换到所选代理。

    Negotiated routing in telephony systems
    84.
    发明授权
    Negotiated routing in telephony systems 失效

    公开(公告)号：US6005931A

    公开(公告)日：1999-12-21

    申请号：US968825

    申请日：1997-11-14

    Applicant: Igor Neyman ,  Alec Miloslavsky

    Inventor： Igor Neyman ,  Alec Miloslavsky

    IPC: H04M3/00 ,  H04M3/42 ,  H04M3/523 ,  H04M7/00 ,  H04Q3/64

    CPC classification number: H04M3/5191 ,  H04M2201/38 ,  H04M3/436

    Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced. Individual routers in this instance may be executed on a server on a local area network connecting workstations at the call center, the server providing individual routers to workstations in a client-server relationship.

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