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51. 发明申请

US20070274298A1 Voice over IP adapter 审中-公开
标题翻译： IP电话适配器
公开(公告)号：US20070274298A1
公开(公告)日：2007-11-29
申请号：US11430502
申请日：2006-05-09
申请人： Malcom Strandberg , Eyal BenChanoch
发明人： Malcom Strandberg , Eyal BenChanoch
IPC分类号： H04L12/66
CPC分类号： H04M1/2535 , H04M1/6058 , H04M1/6066
摘要： A headset and adapter that converts between Voice Over Internet Protocol (VoIP) network of a contact center and an audio signal received and generated by an agent of the contact center wearing the headset is disclosed. A VoIP terminal receives and transmits VoIP instructions and application program interface instructions over a contact center network. An audio terminal receives an audio signal from a microphone and transmits an audio signal to a speaker. A processor of the adapter converts a received VoIP signal to the transmitted audio signal and converts the received audio signal to a transmitted VoIP instruction.
摘要翻译：公开了一种在联络中心的语音网络（VoIP）网络和由佩戴耳机的联络中心的代理人接收和产生的音频信号之间进行转换的耳机和适配器。 VoIP终端通过联络中心网络接收和发送VoIP指令和应用程序接口指令。音频终端从麦克风接收音频信号并将音频信号发送到扬声器。适配器的处理器将接收到的VoIP信号转换为所发送的音频信号，并将接收到的音频信号转换为传输的VoIP指令。

52. 发明授权

US06981256B2 Methods and apparatus for enabling dynamic resource collaboration 有权
标题翻译：实现动态资源协作的方法和设备
公开(公告)号：US06981256B2
公开(公告)日：2005-12-27
申请号：US09950569
申请日：2001-09-10
申请人： Janardhanan Jawahar , Venkatachari Dilip
发明人： Janardhanan Jawahar , Venkatachari Dilip
IPC分类号： G06F11/32 , G06F11/34 , H04M3/51 , G06F9/46
CPC分类号： G06F11/3495 , G06F11/323 , G06F2201/875 , H04M3/5191 , Y10S707/99932 , Y10S707/99952
摘要： Methods and apparatus for enabling collaboration with web pages and other resources is described. A method includes the step of establishing a collaboration session between a first client and a second client. A requested resource is cached with the session host in response to a request having a first uniform resource locator (URL) issued by the first client, if the requested resource is a pre-determined type of resource. A second URL is provided to the second client. The second URL identifies the requested resource or the cached resource in accordance with whether the requested resource is cached. Apparatus for enabling collaboration includes a web server, a cache, and a filter. The web server provides a requested web page in response to a first client's request. The filter stores the requested web page in the cache, if the requested web page is a pre-determined type of web page. A number of pre-determined characteristics for caching are described in various embodiments of the methods and apparatus. In one embodiment, the requested resource is cached if it is a dynamic web page. In one embodiment an expiration date of the requested resource determines whether the requested resource should be cached. In another embodiment, a filename associated with the requested resource determines whether the requested resource should be cached. In another embodiment, components of the request determine whether the requested web page should be cached.
摘要翻译：描述了与网页和其他资源协同工作的方法和装置。一种方法包括在第一客户端和第二客户端之间建立协作会话的步骤。如果请求的资源是预定类型的资源，响应于具有第一客户端发出的第一统一资源定位符（URL）的请求，所请求的资源与会话主机一起缓存。第二个URL被提供给第二个客户端。第二个URL根据请求的资源是否被缓存来标识所请求的资源或缓存的资源。用于启用协作的装置包括web服务器，缓存和过滤器。 Web服务器响应于第一客户端的请求提供所请求的网页。如果所请求的网页是预定类型的网页，则过滤器将请求的网页存储在缓存中。在方法和装置的各种实施例中描述了用于高速缓存的多个预定特性。在一个实施例中，如果所请求的资源是动态网页，则被缓存。在一个实施例中，请求的资源的到期日期确定所请求的资源是否应被缓存。在另一个实施例中，与请求的资源相关联的文件名确定是否应该缓存所请求的资源。在另一个实施例中，请求的组件确定所请求的网页是否应被缓存。

53. 发明授权

US09088659B2 Method and apparatus for provisioning contact handling resources in a contact center 有权
标题翻译：用于在联络中心提供联系人处理资源的方法和装置
公开(公告)号：US09088659B2
公开(公告)日：2015-07-21
申请号：US12258618
申请日：2008-10-27
申请人： Rajiv Kambli , Senthilvel Saravanan , Krishnakumar Pandurangan , Jim Miller
发明人： Rajiv Kambli , Senthilvel Saravanan , Krishnakumar Pandurangan , Jim Miller
IPC分类号： H04M3/00 , H04M3/523
CPC分类号： H04M3/5237 , H04M3/5234 , H04M2201/22
摘要： A method and apparatus are provided for provisioning call handling resources in a contact handling system. The method includes the steps of identifying a call handling resource within a first contact center, copying call handling data associated with the identified contact handling resource and writing the call handling data into a contact handling structure of a second contact center.
摘要翻译：提供了一种用于在联系人处理系统中提供呼叫处理资源的方法和装置。该方法包括以下步骤：识别第一联络中心内的呼叫处理资源，复制与所识别的联系人处理资源相关联的呼叫处理数据，以及将呼叫处理数据写入第二联络中心的联系人处理结构。

54. 发明授权

US08693670B2 Synchronization of data within an ACD system 有权
标题翻译： ACD系统内的数据同步
公开(公告)号：US08693670B2
公开(公告)日：2014-04-08
申请号：US12114422
申请日：2008-05-02
申请人： Robert Owens , Andy Arbuckle , Terry Owens
发明人： Robert Owens , Andy Arbuckle , Terry Owens
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5237
摘要： A method and apparatus are provided for synchronizing changes from a plurality of dissimilar automatic contact distributors to an electronic workforce management server. The method includes the steps of determining a type of data received from each of the dissimilar automatic contact distributors and identifying a data criteria for the determined type of data. The method further includes the steps of detecting a difference between the data criteria and data, identifying a correction for the detected difference, reformatting the data based upon the identified correction and saving the reformatted data in a database of the electronic workforce management server.
摘要翻译：提供了一种用于将来自多个不同的自动接触分配器的变化同步到电子员工管理服务器的方法和装置。该方法包括以下步骤：确定从每个不同的自动接触分配器接收的数据类型，并确定所确定的数据类型的数据标准。该方法还包括以下步骤：检测数据标准和数据之间的差异，识别检测到的差异的校正，基于所识别的校正重新格式化数据，并将重新格式化的数据保存在电子员工管理服务器的数据库中。

55. 发明授权

US08635275B2 Session application records 有权
标题翻译：会话应用程序记录
公开(公告)号：US08635275B2
公开(公告)日：2014-01-21
申请号：US11890010
申请日：2007-08-02
申请人： Fergal Glynn , Brian Silver , Richard W. Shea , Ken Ouellette , Vinh Huu Tran , Justin W. Haddad
发明人： Fergal Glynn , Brian Silver , Richard W. Shea , Ken Ouellette , Vinh Huu Tran , Justin W. Haddad
IPC分类号： G06F15/16
CPC分类号： H04M3/2218 , H04M3/493 , H04M7/0084
摘要： Some embodiments of the present invention provide a method and system for correlating information regarding an interactive communication. A session application record is provided to store information of a session that represents an interactive communication that is at least between two endpoints. An application programming interface (API) is provided for users to create and manipulate session application records. Application specific data or customized data can be stored with the session application record using a tag that includes a name and value pair. One session application record can be associated with another session application record by using a relation. Any information that is gathered during a session can be accessible even when one of the endpoints is replaced by another endpoint.
摘要翻译：本发明的一些实施例提供了一种用于使关于交互式通信的信息相关的方法和系统。提供会话应用记录以存储表示至少在两个端点之间的交互式通信的会话的信息。提供了应用程序编程接口（API），用于创建和处理会话应用程序记录。应用程序特定数据或定制数据可以使用包含名称和值对的标签与会话应用程序记录一起存储。一个会话应用程序记录可以通过使用关系与另一个会话应用程序记录关联。在会话期间收集的任何信息都可以访问，即使其中一个端点被另一个端点替换。

56. 发明授权

US08503661B2 Single workflow for colloborative network routing over heteogeneous system 有权
标题翻译：用于混合网络路由的单一工作流
公开(公告)号：US08503661B2
公开(公告)日：2013-08-06
申请号：US12114396
申请日：2008-05-02
申请人： James Barnett , Michael Ely
发明人： James Barnett , Michael Ely
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5237
摘要： A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor.
摘要翻译：提供一种用于处理多个不同的自动接触分配器之间的接触请求的方法和装置。该方法包括以下步骤：提供多个工作流脚本，将多个工作流脚本中的每个脚本转换成多个不同的自动联系人分配器中的每一个的相应母语。该方法还包括以下步骤：对多个不同的自动接触分配器进行接触请求，选择多个不同的自动接触分配器的自动接触分配器，以基于来自多个自动接触分配器中的至少一个的响应来处理接触的不同的自动接触分配器并将触点传送到所选择的自动接触分配器。

57. 发明授权

US08503660B2 Unified command and control of a multiplicity of heterogeneous systems supporting call center functionality 有权
标题翻译：支持呼叫中心功能的多种异构系统的统一命令和控制
公开(公告)号：US08503660B2
公开(公告)日：2013-08-06
申请号：US11851931
申请日：2007-09-07
申请人： James Barnett , Malcom Strandberg , Robert Owens
发明人： James Barnett , Malcom Strandberg , Robert Owens
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5237
摘要： A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction.
摘要翻译：提供一种操作多个呼叫中心产品的方法和装置。该方法包括以下步骤：提供企业管理服务器，并且在企业管理服务器和多个呼叫中心产品中的每一个之间设置相应的终端适配器。该方法还包括接收来自企业管理服务器的数据库指令的多个呼叫中心产品的呼叫中心的终端适配器的步骤; 终端适配器映射企业管理服务器的协议与呼叫中心产品的协议和执行该指令的呼叫中心产品之间的数据库指令。

58. 发明授权

US08418232B2 Extensible permissions for administrative and target permissions 有权
标题翻译：管理和目标权限的可扩展权限
公开(公告)号：US08418232B2
公开(公告)日：2013-04-09
申请号：US12044735
申请日：2008-03-07
申请人： James L. Miller , Senthivel Saravanan
发明人： James L. Miller , Senthivel Saravanan
IPC分类号： G06F7/04
CPC分类号： H04L63/102 , G06F21/41 , G06F21/6218 , G06F2221/2141 , G06F2221/2149
摘要： A method and apparatus for providing resource access to a user within a computer network of the automatic contact distribution system. The method includes the steps of providing a permission set that defines a limited set of features within the computer network that the user can access, the user signing into the computer network of the automatic call distribution system, the system retrieving the permission set for the user and the system providing the user with limited access to the computer system based upon the permission set.
摘要翻译：一种用于向自动接触分配系统的计算机网络内的用户提供资源访问的方法和装置。该方法包括以下步骤：提供限定用户可以访问的计算机网络内有限的一组特征的权限集，用户登录到自动呼叫分配系统的计算机网络中，系统检索用户的权限集并且所述系统基于所述权限集提供给所述计算机系统的有限访问。

59. 发明授权

US08416943B2 System and method for distributing customer contacts 有权
公开(公告)号：US08416943B2
公开(公告)日：2013-04-09
申请号：US09918902
申请日：2001-07-31
申请人： Daniel Baker , Anthony J. Dezonno , Craig R. Shambaugh
发明人： Daniel Baker , Anthony J. Dezonno , Craig R. Shambaugh
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/5191
摘要： Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes determining a media type for a customer contact in the transaction processing system and finding a transaction processing entity that is capable of handling the media type. In addition, the method includes routing the customer contact to a transaction processing entity that is capable of handling the media type. In one embodiment, a transaction routing table is used to perform the distribution of customer contacts. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

60. 发明授权

US08184547B2 Discrete choice method of reporting and predicting multiple transaction types 有权
标题翻译：离散选择方法来报告和预测多种交易类型
公开(公告)号：US08184547B2
公开(公告)日：2012-05-22
申请号：US10991757
申请日：2004-11-18
申请人： Roger Sumner , Anthony Dezonno
发明人： Roger Sumner , Anthony Dezonno
IPC分类号： G01R31/08
CPC分类号： H04L41/00 , H04L41/142 , H04L41/145 , H04L41/147
摘要： The method for and system or apparatus for forecasting future communication transaction traffic from a customer include the steps of or structure for: collecting communication channel data on at least first and second communication channels; performing a numeric transformation to the data; calculating a discrete choice probability for each communication channel; and forecasting future period usage values for a user on a communication channel.
摘要翻译：用于预测来自客户的未来通信交易业务的方法和系统或装置包括以下步骤或结构：在至少第一和第二通信信道上收集通信信道数据; 对数据执行数字转换; 计算每个通信信道的离散选择概率; 并且在通信信道上预测用户的未来期间使用值。

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