公开(公告)号：US5214688A

公开(公告)日：1993-05-25

申请号：US533489

申请日：1990-06-05

Applicant: Aleksander Szlam ,  James W. Crooks, Jr. ,  Dean H. Harris

Inventor： Aleksander Szlam ,  James W. Crooks, Jr. ,  Dean H. Harris

IPC: H04M3/42 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/58 ,  H04Q3/64 ,  H04Q3/66

CPC classification number: H04M3/51 ,  H04M3/36 ,  H04M3/5158 ,  H04M3/523 ,  H04M3/5232 ,  H04Q3/64 ,  H04Q3/66 ,  H04M3/5238 ,  H04Q2213/13034 ,  H04Q2213/13056 ,  H04Q2213/13072 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/1315 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1318 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/1325 ,  H04Q2213/1326 ,  H04Q2213/13335 ,  H04Q2213/13349 ,  H04Q2213/13377 ,  H04Q2213/13405

Abstract: A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbound and outbound calls. Each trunk line is designated for inbound calls or outbound calls and the status of each trunk is monitored. If all of the trunks allocated to inbound service are in use then some of the trunks designated for outbound service are redesignated for inbound service. If more than a predetermined number of trunks designated for inbound service are not in use then some of these trunks will be redesignated for outbound service. Therefore, the rate of answering of inbound calls and the rate of placement of outbound calls, and the allocation of trunks between inbound calls and outbound calls are driven by the frequency, duration and number of calls and user-selectable options.

公开(公告)号：USRE36416E

公开(公告)日：1999-11-30

申请号：US449887

申请日：1995-05-25

Applicant: Aleksander Szlam ,  James W. Crooks, Jr. ,  Dean H. Harris

Inventor： Aleksander Szlam ,  James W. Crooks, Jr. ,  Dean H. Harris

IPC: H04M3/42 ,  H04M3/36 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/58 ,  H04Q3/64 ,  H04Q3/66 ,  H04M1/64

CPC classification number: H04M3/51 ,  H04M3/36 ,  H04M3/5158 ,  H04M3/523 ,  H04M3/5232 ,  H04Q3/64 ,  H04Q3/66 ,  H04M3/5238 ,  H04Q2213/13034 ,  H04Q2213/13056 ,  H04Q2213/13072 ,  H04Q2213/13106 ,  H04Q2213/13141 ,  H04Q2213/1315 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/1318 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/1325 ,  H04Q2213/1326 ,  H04Q2213/13335 ,  H04Q2213/13349 ,  H04Q2213/13377 ,  H04Q2213/13405

Abstract: A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbound and outbound calls. Each trunk line is designated for inbound calls or outbound calls and the status of each trunk is monitored. If all of the trunks allocated to inbound service are in use then some of the trunks designated for outbound service are redesignated for inbound service. If more than a predetermined number of trunks designated for inbound service are not in use then some of these trunks will be redesignated for outbound service. Therefore, the rate of answering of inbound calls and the rate of placement of outbound calls, and the allocation of trunks between inbound calls and outbound calls are driven by the frequency, duration and number of calls and user-selectable options.

Abstract translation: 用于优化入站呼叫和出站呼叫的起搏和处理的方法。 生成有关入站呼叫和出站呼叫的统计信息，以及有关入站呼叫和呼出呼叫的每个代理的性能。 有关入站呼叫和出站呼叫的独立统计信息可以更准确地预测呼叫起搏和处理要求以及代理的可用性，以便最大限度地提高每个代理的生产力并控制入站和出站呼叫的保持时间。 每个中继线被指定用于入站呼叫或出站呼叫，并且监视每个中继线的状态。 如果分配给入站服务的所有中继线都在使用中，那么为出站服务指定的某些中继线将被重新指定。 如果超过预定数量的入站服务指定的中继线未被使用，则这些中继线中的一些将被重新指定用于出站服务。 因此，入站呼叫的响应速率和出站呼叫的速率以及入站呼叫和呼出呼叫之间的中继线的分配由呼叫的频率，持续时间和数量以及用户可选择的选项驱动。

公开(公告)号：US5070525A

公开(公告)日：1991-12-03

申请号：US478619

申请日：1990-02-12

Applicant: Aleksander Szlam ,  James W. Crooks, Jr. ,  Charles L. Warner, II

Inventor： Aleksander Szlam ,  James W. Crooks, Jr. ,  Charles L. Warner, II

IPC: H04M3/436 ,  H04M3/51 ,  H04Q3/64

CPC classification number: H04Q3/64 ,  H04M3/436 ,  H04M3/5158

Abstract: Methods for avoiding a call blocking feature. In a first method a list is kept for the trunks previously used to call a particular telephone number. Each time that particular telephone number is called a different trunk, not on that list, is used to place the call. The list is cleared and restarted whenever all the trunks have been used. In a second method a list is kept for trunks for which a call blocking message has been received when an attempt was made to call that telephone number. Each time that particular telephone number is called a trunk which is not on that list is used to place the call. Only non-blocked trunks are used to call a telephone number.

Abstract translation: 避免呼叫阻止功能的方法。 在第一种方法中，为先前用于呼叫特定电话号码的中继线保留列表。 每次该特定电话号码被称为不同于该列表的中继线，则用于发出呼叫。 只要所有的中继线都被使用，该列表将被清除并重新启动。 在第二种方法中，当尝试呼叫该电话号码时，保存用于已经接收到呼叫阻塞消息的中继线的列表。 每次该特定电话号码被称为不在该列表上的中继线用于发出呼叫。 仅使用非阻塞的中继线来呼叫​​电话号码。

公开(公告)号：US4453224A

公开(公告)日：1984-06-05

申请号：US179426

申请日：1980-08-19

Applicant: James W. Crooks, Jr.

Inventor： James W. Crooks, Jr.

IPC: G01C11/02 ,  G06F15/20 ,  G02B23/00

CPC classification number: G01C11/025

Abstract: A large objective lens is placed in a highly eccentric orbit about the earth. The orbit and orientation of the lens are carefully chosen so that it focuses light or other radiation from a preselected astronomical object into an image which slowly moves across the surface of the earth. A row of optical sensing units is located on the surface of the earth so that the image focused by the orbiting objective lens will travel substantially perpendicularly across the row during an observation. Output data generated from the sensing units may be multiplexed and fed to a real time processor which produces display signals. Each of the sensing units provides one scan line of the image being observed. The display signals are fed to a suitable display device which produces a picture of the preselected astronomical object. The objective lens may comprise a large flexible Fresnel zone plate or a flexible convex lens carried by a bicycle wheel-type supporting structure. The lens and supporting structure may be unfolded from compact cargo configurations and rotated after being placed into orbit.

Abstract translation: 大型物镜放置在围绕地球的高度偏心的轨道上。 仔细选择镜头的轨道和方向，以便将来自预选天文物体的光或其他辐射聚焦到缓慢移动通过地球表面的图像中。 一排光学感测单元位于地球表面，使得在观察期间，由轨道物镜聚焦的图像将大致垂直行进。 从感测单元产生的输出数据可以被多路复用并馈送到产生显示信号的实时处理器。 每个感测单元提供正在观察的图像的一条扫描线。 显示信号被馈送到产生预选天文物体的图片的合适的显示装置。 物镜可以包括由自行车轮型支撑结构承载的大的柔性菲涅耳带片或柔性凸透镜。 透镜和支撑结构可以从紧凑的货物构造展开，并且在放入轨道之后旋转。

公开(公告)号：US4894857A

公开(公告)日：1990-01-16

申请号：US287008

申请日：1988-12-20

Applicant: Aleksander Szlam ,  James W. Crooks, Jr. ,  Curtis G. Marks ,  Charles L. Warner, II

Inventor： Aleksander Szlam ,  James W. Crooks, Jr. ,  Curtis G. Marks ,  Charles L. Warner, II

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/527 ,  H04M11/00 ,  H04Q3/62

CPC classification number: H04M3/527 ,  H04M3/5158 ,  H04M3/5166 ,  H04Q3/62

Abstract: A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16). The system controller (11) is transparent to the operation of the mainframe (16) and the operator terminals (12) and allows the system to be upgraded without the necessity of purchasing different software or programs for the mainframe (16). This invention is useful with both new and previously existing operator terminals (12). The system controller (11) monitors and handles both incoming and outgoing calls via the trunk interface units (10) and, when appropriate, causes the cross-point switch or PBX (13) to connect a selected trunk line (T) with an appropriate available operator terminal (12) and causes the customer account record to be displayed on the screen of the operator terminal.

Abstract translation: 一种用于改造和扩展或升级现有客户帐户服务系统以提供进入和离开呼叫的自动处理和处理的方法和装置。 大型计算机或主机（16）包含客户或潜在的客户帐户记录。 多个运营商终端（12）允许运营商与被叫或主叫方进行对话，并通过数据终端（12a4）对客户帐户信息进行改变。 系统控制器（11），中继线接口单元（10），操作员终端（12）和交叉点交换机或PBX（13）为现有系统（主机计算机）提供改进以提供自动处理和 处理来电和去电。 系统控制器（11）和终端（12）使用与现有系统和主机（16）的软件或程序已经使用的相同的命令和数据格式结构。 系统控制器（11）对于主机（16）和操作员终端（12）的操作是透明的，并且允许升级系统，而不需要为主机（16）购买不同的软件或程序。 本发明对于新的和先前存在的操作员终端（12）是有用的。 系统控制器（11）经由中继线接口单元（10）监视和处理来话和呼出呼叫，并且在适当时使得交叉点交换机或PBX（13）将所选择的中继线（T）与适当的 可用的操作员终端（12），并使客户帐户记录显示在操作员终端的屏幕上。

公开(公告)号：US4797911A

公开(公告)日：1989-01-10

申请号：US62944

申请日：1987-06-16

Applicant: Aleksander Szlam ,  James W. Crooks, Jr. ,  Curtis G. Marks

Inventor： Aleksander Szlam ,  James W. Crooks, Jr. ,  Curtis G. Marks

IPC: H04M3/51 ,  H04M1/274 ,  H04M11/10

CPC classification number: H04M3/5158 ,  H04M3/5166

Abstract: A method and an apparatus for direct and immediate updating of customer account information, handling inquiries, and initiating communications is disclosed. A mainframe computer (16) contains customer or potential customer account information such as customer name, customer telephone number, customer account code, customer order status, etc. Mainframe computer (16) sends batches of customer account information to a system controller (11) via a data controller (15). System controller (11) directs trunk interface units (10a-10d) to dial the customer's telephone number and monitor the status of the outgoing calls. The trunk interface units (10a-10d) advise the system controller (11) when an outgoing call has been answered and, if an operator is available at an operator terminal (12a-12j), the system controller (11) directs a switch (13) to connect the answered trunk (T1-T16) to the available operator terminal and sends abbreviated customer account information to the operator terminal. The operator terminal then requests the full customer account information from the mainframe computer ( 16) via the data controller (15). The operator at the operator terminal 12 then conducts the necessary business with the customer and makes any desired changes in the customer account information in the mainframe computer (16). The changes are sent by the operator terminal (12), via the data controller (15), to the mainframe computer (16) for immediate updating and storage of the updated account information in the main database. The operator at the operator terminal (12) is relieved of the duties of obtaining the telephone number, dialing telephone number, and waiting for the party to answer, and is therefore utilized more efficiently. Furthermore, the customer account information in mainframe computer (16) is continuously updated and made current so that the operator always has the most current customer account information. Also disclosed is a method and an apparatus for processing of incoming calls. Furthermore, a retrofit device is disclosed for use with existing systems.