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    Conveying in-application behavior via a telephone
    81.
    发明授权
    Conveying in-application behavior via a telephone 有权
    通过电话传送应用程序内行为

    公开(公告)号：US09001991B1

    公开(公告)日：2015-04-07

    申请号：US13444015

    申请日：2012-04-11

    申请人： Colin J. Roper

    发明人： Colin J. Roper

    IPC分类号： H04M3/00

    CPC分类号： H04M3/26 ,  H04M3/42068 ,  H04M3/523 ,  H04M2203/408 ,  H04M2203/551

    摘要： In response to a user instruction, an electronic device contacts a representative associated with a software application (such as customer support or sales) using a telephone number of the representative. In addition, the electronic device provides an identifier via a telephone connection with the representative to specify the information about the user known to a provider of the software application to allow the representative to access the information. For example, the identifier may include a numerical value (such as an extension), and providing the identifier may involve appending the numerical value to the telephone number prior to the establishment of the telephone connection with the representative. Alternatively or additionally, the identifier may be provided after the telephone connection is established with the representative.

    摘要翻译： 响应于用户指令，电子设备使用代表的电话号码联系与软件应用相关联的代表（例如客户支持或销售）。 此外，电子设备通过与代表的电话连接提供标识符，以指定关于软件应用的提供商已知的用户的信息，以允许代表访问该信息。 例如，标识符可以包括数值（例如扩展），并且提供标识符可以包括在与代表建立电话连接之前将数字值附加到电话号码。 或者或另外，可以在与代表建立电话连接之后提供标识符。

    METHOD AND SYSTEM FOR DETERMINING CUSTOMER'S SKILL, KNOWLEDGE LEVEL, AND/OR INTEREST
    84.
    发明申请
    METHOD AND SYSTEM FOR DETERMINING CUSTOMER'S SKILL, KNOWLEDGE LEVEL, AND/OR INTEREST 有权
    确定客户技能，知识水平和/或利益的方法和系统

    公开(公告)号：US20150030152A1

    公开(公告)日：2015-01-29

    申请号：US13953424

    申请日：2013-07-29

    申请人： Avaya Inc.

    发明人： Harvey S. Waxman ,  Paul Roller Michaelis

    IPC分类号： H04M3/523

    CPC分类号： H04M3/5233 ,  H04M2203/551

    摘要： A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.

    摘要翻译： 微处理器可执行工作分配机制选择与客户相关联的工作项目，为客户动态地确定客户熟练度对于由联络中心销售和/或服务的联络中心产品和/或产品领域，并且使用 在将所选择的工作项目分配给用于服务的资源和/或将所确定的客户熟练度级别分配给所分配的资源以用于维护所选择的工作项目时的客户熟练程度。

    METHOD AND APPARATUS FOR PROCESSING REPETITIVE CALLS TO A HOTLINE
    87.
    发明申请
    METHOD AND APPARATUS FOR PROCESSING REPETITIVE CALLS TO A HOTLINE 审中-公开
    用于处理重复呼叫到热线的方法和装置

    公开(公告)号：US20140376714A1

    公开(公告)日：2014-12-25

    申请号：US14373433

    申请日：2013-01-21

    申请人： Alcatel Lucent

    发明人： Xuan Zhi Fan ,  Rocky Liu

    IPC分类号： H04M3/523

    CPC分类号： H04M3/5238 ,  H04M3/42068 ,  H04M3/42187 ,  H04M3/46 ,  H04M3/5232 ,  H04M3/5235 ,  H04M2203/408 ,  H04M2203/551

    摘要： The present invention provides a method and apparatus for processing a hotline. The present invention introduces a client-customer service relationship correspondence table in a multiple line hunt group. When a client dials a hotline for the first time for a problem, the multiple line hunt group will select a customer service and save a correspondence relationship between the client and the customer service. When the client dials the hotline again, the multiple line hunt group will first query whether records of the client exist in the client-customer service relationship correspondence table; if yes, obtains a corresponding customer service to establish a call. If not, one is selected from idle customer services. By using the present method, when the client needs to dial the hotline for multiple times for a problem, it may be guaranteed that it is the same customer service who serves the client. In this way, the present method not only saves the client's time and provides great convenience to the client, it may also save valuable customer service resources at the same time.

    摘要翻译： 本发明提供一种处理热线的方法和装置。 本发明在多线寻线组中引入客户 - 客户服务关系对应表。 当客户首次拨打热线问题时，多线寻线组将选择客户服务并保存客户端与客户服务之间的通信关系。 当客户端再次拨打热线时，多线寻线组将首先查询客户端 - 客户服务关系对应表中是否存在客户端记录; 如果是，则获得相应的客户服务以建立呼叫。 如果没有，则从空闲的客户服务中选择一个。 通过使用本方式，当客户端需要多次拨打热线问题时，可以保证为与客户服务的客户服务相同。 这样一来，本方法既节省了客户时间，又为客户提供了极大的方便，同时也节省了宝贵的客户服务资源。

    Maintaining history information for a user across multiple types of end points
    89.
    发明授权
    Maintaining history information for a user across multiple types of end points 有权
    维护用户跨越多种类型的终端的历史信息

    公开(公告)号：US08903064B2

    公开(公告)日：2014-12-02

    申请号：US12570270

    申请日：2009-09-30

    申请人： Glen K. Okita ,  Meigy Tsai ,  Iouri Achmanov ,  Michael S. W. Tovino ,  AshvinKumar H. Patel

    发明人： Glen K. Okita ,  Meigy Tsai ,  Iouri Achmanov ,  Michael S. W. Tovino ,  AshvinKumar H. Patel

    IPC分类号： H04M15/00 ,  H04M3/42 ,  H04M3/22

    CPC分类号： H04M3/2218 ,  H04M3/42 ,  H04M3/42263 ,  H04M2203/551

    摘要： A system for providing enhanced history information across multiple clients comprises a call application server having a history system, a telephony system and a history cache. The call application server advantageously maintains a history records for each user of the system. The enhanced history system is particularly advantageous because regardless of the endpoint (e.g., phone, thin client, personal call manager or standalone IP phone) with which the user is interacting, the history information specifically for that user is delivered by the call application server to that endpoint. Furthermore, the call application server allows the user to access history information using end points which heretofore were unable to provide history functionality. Finally, the call application server makes the history records universal across all endpoints with which the user interacts, in contrast to prior art, which had limited call history information specific to a particular endpoint.

    摘要翻译： 用于在多个客户端之间提供增强的历史信息的系统包括具有历史系统，电话系统和历史高速缓存的呼叫应用服务器。 呼叫应用服务器有利地维护系统的每个用户的历史记录。 增强的历史系统是特别有利的，因为无论用户正在与其交互的端点（例如，电话，瘦客户端，个人呼叫管理器或独立IP电话），专用于该用户的历史信息由呼叫应用服务器传送到 那个端点。 此外，呼叫应用服务器允许用户使用迄今为止不能提供历史功能的终端访问历史信息。 最后，呼叫应用服务器使历史记录在与用户交互的所有端点上通用，与现有技术相反，其具有对特定端点特有的呼叫历史信息的限制。

    SYSTEM AND METHOD FOR GENERATING METADATA FOR A RECORDED SESSION
    90.
    发明申请
    SYSTEM AND METHOD FOR GENERATING METADATA FOR A RECORDED SESSION 审中-公开
    用于生成记录会话元数据的系统和方法

    公开(公告)号：US20140351256A1

    公开(公告)日：2014-11-27

    申请号：US13899580

    申请日：2013-05-22

    申请人： NICE-SYSTEMS LTD.

    发明人： Tal GLUCK ,  Tal ZUR ,  Efim KOLODIZNER

    IPC分类号： G06F17/30

    CPC分类号： H04M3/42221 ,  G06F16/686 ,  H04M3/5232 ,  H04M2203/301 ,  H04M2203/408 ,  H04M2203/551

    摘要： System and method for completing metadata for a recorded session. A recorder may initiate a recording of a session to produce a recorded session. The recorder may mark the recorded session as an incomplete or bad session. The session may be inserted into a bad sessions list. The bad sessions list may be examined and metadata related to sessions included therein may be used to update an operational database. Other embodiments are described and claimed.

    摘要翻译： 完成记录会话元数据的系统和方法。 记录器可以发起会话的记录以产生记录的会话。 记录器可能将记录的会话标记为不完整或不正确的会话。 会话可能被插入到不良会话列表中。 可以检查不良会话列表，并且可以使用与其中包括的会话相关的元数据来更新操作数据库。 描述和要求保护其他实施例。