Jacob P Jorgensen

US Patent:

56872259, Nov 11, 1997

Filed:

Sep 11, 1995

Appl. No.:

8/526698

Inventors:

Jacob W. Jorgensen - Teaneck NJ

Assignee:

EIS International, Inc. - Stamford CT

International Classification:

H04M 300

US Classification:

379265

Abstract:

An add-on telephony server platform provides inter alia high-speed call switching. The outbound automatic call distributor establishes one "nailed" voice connection between the telephony served platform and trunks connected to the automatic call distributor. The outbound call distributor establishes another "nailed" voice connection between the telephony server platform and the voice sets at the agent stations assigned to outbound operations.

US Patent:

57576440, May 26, 1998

Filed:

Jul 25, 1996

Appl. No.:

8/686036

Inventors:

Jacob W. Jorgensen - Teaneck NJ
Alan R. Trefzger - Sterling VA

Assignee:

EIS International, Inc. - Stamford CT

International Classification:

G05B 1942

US Classification:

364188

Abstract:

A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e. g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to "appropriate" inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.

US Patent:

58675590, Feb 2, 1999

Filed:

Feb 20, 1996

Appl. No.:

8/603231

Inventors:

Jacob W. Jorgensen - Teaneck NJ
Stephen D. Peavey - Wallingford CT
Donald Grailich - Bridgeport CT
Andrew Heron - Reston VA

Assignee:

EIS International, Inc. - Herndon VA

International Classification:

H04M 164

US Classification:

379 67

Abstract:

In a call verification system, a telephone switch conference bridge couples the agent/client conversation to a multi-processor sound-and-screen server, which digitally stores the agent-client conversation. When the agent completes inputting data to the client record, at least the updated portion of the client record is also coupled to the sound-and-screen server. The sound-and-screen server includes a data base manager that correlates storage of the client record with the conversation recording. In the verification operation, the sound and screen server operating in a multi-processing mode can fetch a conversation recording and the corresponding transaction record from memory while simultaneously recording new conversations and their associated records.