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1. 发明申请

US20210365850A1 METHOD AND SYSTEM FOR MATCHING RESOURCES AND CO-RESOURCES 有权
公开(公告)号：US20210365850A1
公开(公告)日：2021-11-25
申请号：US17395302
申请日：2021-08-05
申请人： Aspect Software, Inc.
发明人： Donald C. Lewis
IPC分类号： G06Q10/06
摘要： A method and apparatus are provided for matching resources and co-resources within a system. The method includes the steps of providing a plurality of resources and co-resources where a first type of resource of the plurality of resources are preferentially matched with a first type of co-resource of the plurality of co-resources and a second type of resource of the plurality of resources is preferentially matched with a second type of co-resource of the plurality of co-resources and where any match between a resource of the first type and a co-resource of the second type or a resource of the second type and
co-resource of the first type is a non-preferential match, matching each of the plurality of resources with each respective co-resource of the plurality of co-resources, forming a tempered match from each matched resource and co-resource by associating a time of the match with the match, ordering the tempered matches based upon the associated time; and releasing at least some of the tempered matches for use within the system based upon the ordering of the tempered matches.

2. 发明授权

US09454596B2 Enterprise entity for use in a call center 有权
标题翻译：用于呼叫中心的企业实体
公开(公告)号：US09454596B2
公开(公告)日：2016-09-27
申请号：US12325794
申请日：2008-12-01
申请人： Senthilvel Saravanan , Peter Koenig , David A. Funck
发明人： Senthilvel Saravanan , Peter Koenig , David A. Funck
IPC分类号： G06F17/30
CPC分类号： G06F17/30604
摘要： A call center application program allows a call center administrator to access, view, and edit data across multiple applications used by multiple customer interaction systems of the call center. The application program is adapted to retrieve data from a plurality of different applications and systems, consolidate redundant data, and display the data to a user, enabling a single unified view of resources across call center applications. Changes can be made to the data application program, which in turn propagates the changes to the individual call center applications, eliminating the need for the user to manually change the data in each individual application.
摘要翻译：呼叫中心应用程序允许呼叫中心管理员在呼叫中心的多个客户交互系统使用的多个应用程序之间访问，查看和编辑数据。该应用程序适用于从多个不同的应用和系统中检索数据，整合冗余数据以及将数据显示给用户，从而实现呼叫中心应用之间的资源的单一统一视图。可以对数据应用程序进行更改，从而将更改传播到各个呼叫中心应用程序，从而无需用户手动更改每个应用程序中的数据。

3. 发明授权

US08964769B2 Networked computer telephony system driven by web-based applications 有权
标题翻译：由基于Web的应用程序驱动的联网计算机电话系统
公开(公告)号：US08964769B2
公开(公告)日：2015-02-24
申请号：US13858817
申请日：2013-04-08
申请人： Aspect Software, Inc.
发明人： Jonathan Robert Taylor
IPC分类号： H04L12/56 , H04L29/06 , H04M7/00 , H04M3/493 , H04M3/42
CPC分类号： H04L29/06278 , H04M3/42323 , H04M3/4938 , H04M7/006 , H04M2201/40 , H04M2201/60
摘要： A networked telephony system and method allow users to deploy on the Internet computer telephony applications associated with designated telephone numbers. The telephony application is easily created by a user in XML (Extended Markup Language) with predefined telephony XML tags and easily deployed on a website. The telephony XML tags include those for call control and media manipulation. A call to anyone of these designated telephone numbers may originate from anyone of the networked telephone system such as the PSTN (Public Switched Telephone System), a wireless network, or the Internet. The call is received by an application gateway center (AGC) installed on the Internet. Analogous to a web browser, the AGC provides facility for retrieving the associated XML application from its website and processing the call accordingly. The architecture and design of the system allow for reliability, high quality-of-service, easy scalability and the ability to incorporate additional telephony hardware and software and protocols.
摘要翻译：网络电话系统和方法允许用户部署在与指定电话号码相关联的因特网计算机电话应用中。电话应用程序可以由XML（扩展标记语言）中的用户轻松创建，并具有预定义的电话XML标签，并可轻松部署在网站上。电话XML标签包括用于呼叫控制和媒体操纵的标签。对这些指定电话号码中的任何一个的呼叫可以源自诸如PSTN（公共交换电话系统），无线网络或因特网的联网电话系统中的任何一个。该呼叫由安装在因特网上的应用网关中心（AGC）接收。 AGC类似于Web浏览器，它提供从其网站检索相关联的XML应用程序的功能，并相应地处理呼叫。该系统的体系结构和设计允许可靠性，高质量的服务，易于扩展的能力以及结合额外的电话硬件和软件和协议的能力。

4. 发明授权

US08891511B2 System and method for dynamic telephony resource allocation between premise and hosted facilities 有权
标题翻译：内部和托管设施之间动态电话资源配置的系统和方法
公开(公告)号：US08891511B2
公开(公告)日：2014-11-18
申请号：US13739983
申请日：2013-01-11
申请人： Aspect Software, Inc.
发明人： Jonathan Robert Taylor , Ryan Stephen Campbell , R J Auburn , Alexander S. Agranovsky
IPC分类号： H04L12/28 , H04M3/523 , H04M7/00
CPC分类号： H04M7/006 , H04M3/5237
摘要： A population of networked Application Gateway Centers or voice centers provides telephony resources. The telephony application for a call number is typically created by a user in XML (Extended Markup Language) with predefined telephony XML tags and deployed on a website. A voice center provides facility for retrieving the associated XML application from its website and processing the call accordingly. The individual voice centers are either operated at a hosted facility or at a customer's premise. Provisioning Management Servers help to allocate telephony resources among the voice centers. This is accomplished by suitably updating a voice center directory. In this way, the original capacity at a premise, predetermined by the hardware installed, can be adjusted up or down. If the premise is under capacity, it can be supplemented by that from a hosted facility. If the premise has surplus capacity, it can be reallocated for use by others outside the premise.
摘要翻译：网络应用网关中心或语音中心的人口提供电话资源。用于呼叫号码的电话应用通常由具有预定义电话XML标签的XML（扩展标记语言）的用户创建并部署在网站上。语音中心提供从其网站检索相关联的XML应用程序的功能，并相应地处理呼叫。个人语音中心可以在托管设施或客户的前提下运行。配置管理服务器有助于在语音中心之间分配电话资源。这是通过适当地更新语音中心目录来实现的。以这种方式，原来的容量在一个前提下，由硬件预先安装，可以上调或下调。如果前提是能力不足，可以从托管设施中补充。如果前提具有剩余能力，可以在外部重新分配供其他人使用。

5. 发明授权

US08797888B2 VoIP quality bar and “toast” notifications 有权
标题翻译： VoIP质量栏和“吐司”通知
公开(公告)号：US08797888B2
公开(公告)日：2014-08-05
申请号：US11890009
申请日：2007-08-02
申请人： Fergal Glynn , Kerry Hannigan , Christopher J. Kacher , Mike Regan
发明人： Fergal Glynn , Kerry Hannigan , Christopher J. Kacher , Mike Regan
IPC分类号： H04L12/26 , H04M3/22 , H04L12/66
CPC分类号： H04M3/22 , H04L12/66 , H04M1/2535 , H04M1/57 , H04M1/72519 , H04M3/2227 , H04M3/2236 , H04M7/006 , H04M2250/60
摘要： The present invention provides in one aspect a method and a system for displaying a VoIP quality to a user, so that the user may determine if a specific call should be placed in view of the VoIP quality. The present invention also provides in another aspect a method and a system for non-intrusively signaling of an incoming VoIP call so that a user can be informed of the incoming call and yet not be interrupted from his/her current work.
摘要翻译：本发明在一个方面提供了一种用于向用户显示VoIP质量的方法和系统，使得用户可以根据VoIP质量来确定是否应该放置特定的呼叫。本发明还在另一方面提供了一种用于非入侵地发送进入的VoIP呼叫的方法和系统，使得用户可以被通知来电，而不会被他当前的工作中断。

6. 发明授权

US08660016B2 Testing and monitoring voice over internet protocol (VoIP) service using instrumented test streams to determine the quality, capacity and utilization of the VoIP network 有权
标题翻译：使用仪表化测试流测试和监控互联网协议语音（VoIP）服务，以确定VoIP网络的质量，容量和利用率
公开(公告)号：US08660016B2
公开(公告)日：2014-02-25
申请号：US11888985
申请日：2007-08-02
申请人： Ajay Punreddy , Mike Regan , Marc A. Snider , Richard W. Shea , Brian Silver
发明人： Ajay Punreddy , Mike Regan , Marc A. Snider , Richard W. Shea , Brian Silver
IPC分类号： H04L1/00
CPC分类号： H04L43/50 , H04L41/08 , H04L41/28 , H04L43/0829 , H04L43/0852 , H04L43/087 , H04L43/0882
摘要： The present invention enables testing of a VoIP network using various instrumented test streams. The testing can determine the quality of the transmission network before an internet VoIP service is put into production. The testing also enables regular diagnostic audits of a VoIP network to maintain the quality of the VoIP network. The testing enable measurement of, for example jitter, packet loss and delay and allow characteristics of the VoIP network to be obtained. In addition, the present invention can to determine the capacity and utilization of a VoIP transport network. Based on the measurements and characteristics of the VoIP network the present invention can control routing of a call on the VoIP network or can prevent a call from being made. The present invention also enables dynamic switching of CODECS during a session to enhance the performance of the VoIP network.
摘要翻译：本发明能够使用各种仪表化测试流来测试VoIP网络。测试可以在互联网VoIP服务投入生产之前确定传输网络的质量。该测试还能够定期对VoIP网络进行诊断审核，以维护VoIP网络的质量。该测试使得能够测量例如抖动，分组丢失和延迟并且允许获得VoIP网络的特征。此外，本发明可以确定VoIP传输网络的容量和利用率。基于VoIP网络的测量和特性，本发明可以控制VoIP网络上的呼叫路由或者可以防止呼叫发生。本发明还能够在会话期间进行CODECS的动态切换以增强VoIP网络的性能。

7. 发明授权

US08560649B2 Virtual appliance automation tool 有权
标题翻译：虚拟设备自动化工具
公开(公告)号：US08560649B2
公开(公告)日：2013-10-15
申请号：US12403749
申请日：2009-03-13
申请人： Andreas Chalupa , Zhuo Yao Chen
发明人： Andreas Chalupa , Zhuo Yao Chen
IPC分类号： G06F15/177 , H04L29/06
CPC分类号： H04L29/06 , G06Q10/10
摘要： A method and apparatus are provided for creating a virtual machine installer for use in a multi-tier computer system. The method includes the steps of providing a plurality of interactive applications operating together to achieve a predetermined enterprise objective, providing a plurality of substantially identical virtual appliances, modifying the plurality of virtual appliances by installing a respective interactive application into each of the plurality of virtual appliances (VAs), generating a catalog of the modified virtual appliances, and saving the modified virtual appliances and the catalog on a medium.
摘要翻译：提供了一种用于创建在多层计算机系统中使用的虚拟机安装程序的方法和装置。该方法包括以下步骤：提供多个交互应用程序，以一起操作以实现预定的企业目标，提供多个基本上相同的虚拟设备，通过将各自的交互式应用安装到多个虚拟设备中的每一个中来修改多个虚拟设备（VAs），生成修改的虚拟设备的目录，并将修改的虚拟设备和目录保存在介质上。

8. 发明授权

US08539034B2 System and method for bulk data messaging 有权
标题翻译：批量数据消息传递的系统和方法
公开(公告)号：US08539034B2
公开(公告)日：2013-09-17
申请号：US10902451
申请日：2004-07-29
申请人： Anthony J. Dezonno
发明人： Anthony J. Dezonno
IPC分类号： G06F15/16
CPC分类号： G06Q10/107 , H04L51/04
摘要： A system and method can broadcast a plurality of instant messages, at substantially the same time, via a computer network to a plurality of recipients. The recipients can respond via the network to a human or an automated agent. A predetermined reply message can be sent if all agents are busy.
摘要翻译：系统和方法可以基本上同时经由计算机网络将多个即时消息广播到多个接收者。收件人可以通过网络对人或自动化代理进行响应。如果所有代理都忙，可以发送预定的回复消息。

9. 发明授权

US08533234B2 Custom data display 有权
标题翻译：自定义数据显示
公开(公告)号：US08533234B2
公开(公告)日：2013-09-10
申请号：US12287172
申请日：2008-10-07
申请人： Eric James
发明人： Eric James
IPC分类号： G06F7/00
CPC分类号： G06F17/30398
摘要： Method and system for providing an open-ended and modifiable ability to customize the display of data for current viewing of the display for purposes such as, but not limited to, Contact Center administration and management.
摘要翻译：用于提供开放式和可修改的能力的方法和系统，用于定制用于目前观看显示器的数据的显示，用于例如但不限于Contact Center管理和管理。

10. 发明授权

US08488592B2 Unified session detail records 有权
标题翻译：统一会话详细记录
公开(公告)号：US08488592B2
公开(公告)日：2013-07-16
申请号：US11890016
申请日：2007-08-03
申请人： Justin W. Haddad , Pradeep Kumar , Richard J. Schmidt
发明人： Justin W. Haddad , Pradeep Kumar , Richard J. Schmidt
IPC分类号： H04L12/66
CPC分类号： H04L29/06027 , H04L12/14 , H04L12/1403 , H04L65/1006 , H04L65/1069 , H04M3/2218
摘要： A unified session detail records of a multi-hop session is provided. The multi-hop session may be established through multiple nodes in a VoIP network. Each node may generate session detail records for the legs of the multi-hop session that are connected to the node. The nodes on the path of the multi-hop call may send the record to a single node to consolidate the session detail records of the legs of the multi-hop call in the single node so that the single node can provide unified session detail records of the multi-hop session. By providing unified session detail records, the user does not need to track down the nodes that are on the path of the multi-hop call to obtain the session detail records of the multi-hop session.
摘要翻译：提供了多跳会话的统一会话详细记录。可以通过VoIP网络中的多个节点来建立多跳会话。每个节点可以生成连接到节点的多跳会话的分支的会话细节记录。多跳呼叫路径上的节点可以将记录发送到单个节点，以在单个节点中合并多跳呼叫的分支的会话详细记录，使得单个节点可以提供统一的会话详细记录多跳会话。通过提供统一的会话详细记录，用户不需要跟踪多跳呼叫路径上的节点，以获取多跳会话的会话详细记录。

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