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81. 发明授权

US09213699B2 Super-object in administering system 有权
标题翻译：管理系统中的超对象
公开(公告)号：US09213699B2
公开(公告)日：2015-12-15
申请号：US12150624
申请日：2008-04-30
申请人： Biswajeet Mukherjee , James R. Miller , Rajiv Kambli
发明人： Biswajeet Mukherjee , James R. Miller , Rajiv Kambli
IPC分类号： G06F7/00 , G06F17/30
CPC分类号： G06F17/30008 , G06F17/30575 , G06F17/30578 , G06F17/30581
摘要： Method and system maintaining “super-objects” in a central administering system, where each super-object is associated with corresponding objects in target systems so that editing of that super-object or of one of its associated objects results in conforming edits for all of the associated objects.
摘要翻译：在中央管理系统中维护“超对象”的方法和系统，其中每个超对象与目标系统中的相应对象相关联，使得该超对象或其相关对象之一的编辑导致对所有相关联的对象。

82. 发明授权

US09172803B2 System and method for integrating runtime usage statistics with developing environment 有权
标题翻译：将运行时使用统计与开发环境集成的系统和方法
公开(公告)号：US09172803B2
公开(公告)日：2015-10-27
申请号：US12860736
申请日：2010-08-20
申请人： Michael Bachran , Stefan Besling , Martin Mauelshagen , Hanno Wiegard
发明人： Michael Bachran , Stefan Besling , Martin Mauelshagen , Hanno Wiegard
IPC分类号： G06F9/44 , H04M3/493 , H04L29/06
CPC分类号： H04M3/4938 , G10L2015/228 , H04L65/1006 , H04L65/1063 , H04M3/493 , H04M3/4936 , H04M2201/40 , H04M2203/355
摘要： A self-help application such as in an interactive voice response (IVR) platform serving users is enabled for providing an integrated development (IDE) and monitoring environment. This provides real-time reporting and analysis on user behavior, application performance and transaction success. The application is coded in software objects (VoiceObjects) specific to the context of the application. These are pre-built objects that include dialog components, resource management, logic, actions, layer and business tasks. This object-oriented approach uncouples the underlying technology from the application and allows designers to build user-friendly applications. In one embodiment, Java or VoiceXML codes are generated dynamically from these objects and executed by a browser in the IVR. A set of core metrics is defined for each object type as well as configurable levels for these metrics. Data associated with individual objects are collected, aggregated, analyzed and displayed in context by the IDE.
摘要翻译：支持用户的交互式语音响应（IVR）平台等自助应用程序能够提供集成开发（IDE）和监视环境。这提供了用户行为，应用程序性能和交易成功的实时报告和分析。该应用程序以特定于应用程序上下文的软件对象（VoiceObjects）进行编码。这些是包含对话组件，资源管理，逻辑，动作，层和业务任务的预构建对象。这种面向对象的方法解决了应用程序的底层技术，并允许设计人员构建用户友好的应用程序。在一个实施例中，Java或VoiceXML代码是从这些对象动态生成的，并由IVR中的浏览器执行。为每个对象类型定义一组核心度量，以及这些度量的可配置级别。与单个对象相关联的数据由IDE在上下文中进行收集，聚合，分析和显示。

83. 发明授权

US08745142B2 Method and system for publishing ACD specific data 有权
标题翻译：发布ACD具体数据的方法和系统
公开(公告)号：US08745142B2
公开(公告)日：2014-06-03
申请号：US12075022
申请日：2008-03-07
申请人： Eric James
发明人： Eric James
IPC分类号： G06F15/16
CPC分类号： H04M3/5175
摘要： Method and system for publishing real-time data, that is unique and specific for administering automatic contact distribution (ACD) systems, via a simple standard and in locations that are accessed readily.
摘要翻译：用于发布实时数据的方法和系统，这是通过简单的标准和易于访问的位置管理自动联系人分发（ACD）系统的唯一和特定的。

84. 发明授权

US08667052B2 Business rule web service 有权
标题翻译：业务规则Web服务
公开(公告)号：US08667052B2
公开(公告)日：2014-03-04
申请号：US11017457
申请日：2004-12-20
申请人： Anthony J. Dezonno , Sandy Biggam
发明人： Anthony J. Dezonno , Sandy Biggam
IPC分类号： G06F15/16 , H04M3/00 , H04M3/51 , H04L12/28 , H04M3/527
CPC分类号： H04M3/5191 , H04L12/2854 , H04M3/523 , H04M3/527
摘要： A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.
摘要翻译：一种用于向多个组织中的一个提供交易服务的方法和装置，其中提供这种交易服务用于通过具有与组织通过因特网的通信连接的独立操作的联系人处理系统来与组织的客户端进行服务的联系。该方法包括以下步骤：组织的联系人控制器，其提供用于将联系人维护到联系处理系统的控制界面的联系人控制指令，以及Web服务发布者通过因特网在组织和联系人控制器之间交换控制信息，以便为与组织的客户联系。

85. 发明授权

US08655837B2 Data session notification means and method 有权
标题翻译：数据会话通知手段和方法
公开(公告)号：US08655837B2
公开(公告)日：2014-02-18
申请号：US10675371
申请日：2003-09-30
申请人： Robert Beckstrom , Anthony Dezonno
发明人： Robert Beckstrom , Anthony Dezonno
IPC分类号： G06F7/00 , G06F15/16
CPC分类号： H04M3/51 , H04M3/2281 , H04M3/5175
摘要： The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.
摘要翻译：该方法和装置用于改善通信系统中的交易。该方法包括：在通信系统中的事务中动态地监视第一方和第二方的至少一方之间的数据会话; 以及根据对第一方和第二方之间的数据会话的监视的功能，使第三方参与交易。该装置实现该方法。

86. 发明授权

US08634537B2 Method of routing calls from a contact center 有权
标题翻译：从联络中心路由呼叫的方法
公开(公告)号：US08634537B2
公开(公告)日：2014-01-21
申请号：US10919166
申请日：2004-08-16
申请人： Mike Hollatz , Mary Ellen Moser , Dave Wesen , Jeff Hodson
发明人： Mike Hollatz , Mary Ellen Moser , Dave Wesen , Jeff Hodson
IPC分类号： H04M3/00
CPC分类号： H04L65/1006 , H04L29/06027 , H04L65/4007 , H04M3/42093 , H04M3/42102 , H04M3/42365 , H04M3/5158 , H04M3/5191
摘要： A method and apparatus are provided for routing calls from a contact center. The method includes the steps of providing a SIP presence server within the contact center that only provides presence information in support of outgoing calls from agents of the contact center, receiving a presence message by the SIP presence server identifying a communication port of an client and routing a call from an agent of the contact center to the client based upon the received registration message.
摘要翻译：提供了一种从联络中心路由呼叫的方法和装置。该方法包括以下步骤：在联络中心内提供SIP存在服务器，其仅提供存在信息以支持来自联络中心的代理的呼出呼叫，由SIP存在服务器接收识别客户端的通信端口的路由基于所接收的注册消息，从联络中心的代理向客户端的呼叫。

87. 发明授权

US08588396B2 Method for reporting activity of multi-appearance call-center agent 有权
标题翻译：报告多外观呼叫中心代理活动的方法
公开(公告)号：US08588396B2
公开(公告)日：2013-11-19
申请号：US12016065
申请日：2008-01-17
申请人： Robert Stent , W. James Gillis , Saeed Contractor
发明人： Robert Stent , W. James Gillis , Saeed Contractor
IPC分类号： H04M3/00
CPC分类号： H04M3/5175
摘要： A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval.
摘要翻译：提供了一种方法和装置，用于监视服务于组织的多个呼叫的多个代理的活动。该方法包括以下步骤：监视多个代理的代理的终端上的多个应用，检测多个应用的应用的选择，识别与所选择的多个呼叫的应用相关联的呼叫并保存所选择的时间以及所识别的呼叫的相应文件或数据库中的应用的标识符以供将来检索。

88. 发明授权

US08520831B2 Method of unifying control of contact center system 有权
标题翻译：联络中心系统统一控制方法
公开(公告)号：US08520831B2
公开(公告)日：2013-08-27
申请号：US12141687
申请日：2008-06-18
申请人： Edward W. Kuns , Biswajeet Mukherjee , Robert Owens
发明人： Edward W. Kuns , Biswajeet Mukherjee , Robert Owens
IPC分类号： H04M3/00 , G06F15/173
CPC分类号： H04M3/51 , H04M3/22
摘要： A method and apparatus are provided for processing messages in a networked automatic contact distribution system having a plurality of computer processors. The method includes the steps of a processor of the plurality of processors receiving a configuration message, the processor determining a type of the configuration message from metadata contained within the message and the processor executing a predetermined set of steps based upon the determined type of the configuration message.
摘要翻译：提供了一种在具有多个计算机处理器的网络化自动接触分配系统中处理消息的方法和装置。该方法包括以下步骤：多个处理器的处理器接收配置消息，处理器根据包含在消息内的元数据确定配置消息的类型，并且处理器基于所确定的配置类型执行预定的一组步骤信息。

89. 发明授权

US08437462B2 Synchronization of multiple target system data 有权
标题翻译：同步多个目标系统数据
公开(公告)号：US08437462B2
公开(公告)日：2013-05-07
申请号：US12264395
申请日：2008-11-04
申请人： Senthilvel Saravanan , Rajiv Kambli , Peter Koenig
发明人： Senthilvel Saravanan , Rajiv Kambli , Peter Koenig
IPC分类号： H04M7/00 , H04M3/00 , H04M5/00
CPC分类号： H04M3/5237
摘要： A method and apparatus are provided for exchanging configuration information within a call center system between a central server and a plurality of dissimilar contact centers. The method includes the steps of the central server monitoring an contact center of the plurality of dissimilar contact centers for a configuration change message and converting the configuration change between a format of the central server and a format of a subscribing contact center of the plurality of contact centers, where the subscribing contact center is different than the monitored contact center.
摘要翻译：提供了一种用于在中央服务器和多个不同的联络中心之间的呼叫中心系统内交换配置信息的方法和装置。该方法包括以下步骤：中央服务器监视用于配置改变消息的多个不同接触中心的联络中心，并且将中央服务器的格式和多个联系人的订阅联络中心的格式之间的配置改变中心，订阅联络中心与受监视的联络中心不同。

90. 发明授权

US08351593B2 Emergency recording during VoIP session 有权
标题翻译： VoIP会话期间的紧急录音
公开(公告)号：US08351593B2
公开(公告)日：2013-01-08
申请号：US11556749
申请日：2006-11-06
申请人： Steve Vick , Bob Mulrow
发明人： Steve Vick , Bob Mulrow
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04L12/66
摘要： A method and apparatus are provided for recording a call between a client and an agent through an automatic contact distributor. The method includes the steps of the automatic contact distributor receiving a recording request from the agent, the automatic contact distributor activating a recording program, the recording program sniffing traffic within a packet telephone of the agent to detect packets exchanged between the agent and client and the recording program recording the detected packets between the agent and customer.
摘要翻译：提供了一种用于通过自动接触分配器在客户端和代理之间记录呼叫的方法和装置。该方法包括以下步骤：自动接触分配器接收来自代理的记录请求，激活记录程序的自动联系人分配器，嗅探代理的分组电话内的业务的记录程序，以检测代理和客户端之间交换的分组以及记录程序在代理和客户之间记录检测到的数据包。

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