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1. 发明申请

US20080159520A1 ADAPTIVE COMMUNICATION APPLICATION PROGRAMMING INTERFACE 有权
标题翻译：自适应通信应用编程接口
公开(公告)号：US20080159520A1
公开(公告)日：2008-07-03
申请号：US11966545
申请日：2007-12-28
申请人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
发明人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5175
摘要： An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
摘要翻译：一种用于维护与诸如电话，电子邮件和传真之类的不同媒体格式相关联的多声道通信排队的数据的装置和方法。代理数据的列表包括与代理可以访问的通信媒体的类型相关的信息。数据还可以包括与代理技能相关的信息，媒体路由列表，指定媒体类型的通信信道的统计信息，代理的统计信息以及工作项目的期刊。也可以包括媒体路由的优先级值，媒体路由的排队项目的最大数量和升级工作项的时间。

2. 发明授权

US08045698B2 Adaptive communication application programming interface 有权
标题翻译：自适应通信应用编程接口
公开(公告)号：US08045698B2
公开(公告)日：2011-10-25
申请号：US11966545
申请日：2007-12-28
申请人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
发明人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5175
摘要： An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
摘要翻译：一种用于维护与诸如电话，电子邮件和传真之类的不同媒体格式相关联的多声道通信排队的数据的装置和方法。代理数据的列表包括与代理可以访问的通信媒体的类型相关的信息。数据还可以包括与代理技能相关的信息，媒体路由列表，指定媒体类型的通信信道的统计信息，代理的统计信息以及工作项目的期刊。也可以包括媒体路由的优先级值，媒体路由的排队项目的最大数量和升级工作项的时间。

3. 发明授权

US07315616B2 System and method for maintaining real-time agent information for multi-channel communication queuing 有权
标题翻译：用于维护多通道通信排队的实时代理信息的系统和方法
公开(公告)号：US07315616B2
公开(公告)日：2008-01-01
申请号：US09823770
申请日：2001-03-31
申请人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
发明人： Anil K. Annadata , Wai H. Pak , Mingtse Chen , Henry D. Jay
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5175
摘要： An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
摘要翻译：一种用于维护与诸如电话，电子邮件和传真之类的不同媒体格式相关联的多声道通信排队的数据的装置和方法。代理数据的列表包括与代理可以访问的通信媒体的类型相关的信息。数据还可以包括与代理技能相关的信息，媒体路由列表，指定媒体类型的通信信道的统计信息，代理的统计信息以及工作项目的期刊。也可以包括媒体路由的优先级值，媒体路由的排队项目的最大数量和升级工作项的时间。

4. 发明授权

US08839270B2 Synchronization of communication connection state with communication user interface 有权
标题翻译：通信连接状态与通信用户界面的同步
公开(公告)号：US08839270B2
公开(公告)日：2014-09-16
申请号：US10457905
申请日：2003-06-10
申请人： Mingtse Chen , Anil K. Annadata , Kuang Huang
发明人： Mingtse Chen , Anil K. Annadata , Kuang Huang
IPC分类号： G06F3/00 , G06F9/44 , G06F13/00
CPC分类号： H04L29/04 , H04L67/02 , H04L69/14 , H04L69/18
摘要： A method, system, computer system and computer program product determine that a communication connection has switched between an active state and an inactive state and cause a user interface for communicating via the connection to be updated asynchronously to correspond to the current state. For example, the user interface can indicate that the connection is active or inactive and allow or disallow initiation of communication via the connection accordingly. For example, consider a call center agent using a computer system as the user interface to the telephone channel, but the user does not click a “hang up” button when the caller hangs up the telephone. The disconnection of the telephone is determined and the user interface is asynchronously updated, thereby allowing the agent to make another call. In one embodiment, a communication server determines the change in state and causes a web browser user interface to be updated asynchronously.
摘要翻译：方法，系统，计算机系统和计算机程序产品确定通信连接已经在活动状态和非活动状态之间切换，并且引起用户界面通过异步连接进行通信以异步地对应于当前状态。例如，用户界面可以指示连接是活动的或不活动的，并且允许或不允许通过连接相应地启动通信。例如，考虑使用计算机系统作为电话通道的用户界面的呼叫中心代理，但是当呼叫者挂断电话时，用户不点击“挂断”按钮。确定电话断开，用户界面被异步更新，从而允许代理进行另一个呼叫。在一个实施例中，通信服务器确定状态的改变并导致web浏览器用户界面被异步地更新。

5. 发明授权

US08601492B2 User interface for multi-channel communication 有权
标题翻译：用于多通道通信的用户界面
公开(公告)号：US08601492B2
公开(公告)日：2013-12-03
申请号：US09823531
申请日：2001-03-31
申请人： Mingtse Chen , Anil K. Annadata , Kuang Huang
发明人： Mingtse Chen , Anil K. Annadata , Kuang Huang
IPC分类号： G06F3/00 , G06F9/44 , G06F13/00
CPC分类号： H04L29/04 , H04L67/02 , H04L69/14 , H04L69/18
摘要： The present invention provides a user interface and method for communicating using multiple communication channels of different media types. The method includes obtaining an event communicated via an incoming communication channel, where the event corresponds to a work item available to an agent. A notification of the work item is provided via the user interface. The method includes receiving an activation of a work item object of the user interface, where the work item object is associated with the work item. The method includes issuing a command associated with the activation of the work item object to an outgoing communication channel. The user interface enables the agent to work using different communication channels while presenting a consistent interface independent of the media type of the communication channel.
摘要翻译：本发明提供了一种用于使用不同媒体类型的多个通信信道进行通信的用户界面和方法。该方法包括获得通过传入通信信道传送的事件，其中事件对应于代理可用的工作项。通过用户界面提供工作项的通知。该方法包括接收用户界面的工作项对象的激活，其中工作项对象与工作项相关联。该方法包括将与工作项对象的激活相关联的命令发布到输出通信信道。用户界面使得代理能够使用不同的通信信道工作，同时呈现独立于通信信道的媒体类型的一致的接口。

6. 发明授权

US07581230B2 Adaptive communication application programming interface 有权
标题翻译：自适应通信应用编程接口
公开(公告)号：US07581230B2
公开(公告)日：2009-08-25
申请号：US09823828
申请日：2001-03-31
申请人： Mingtse Chen , Anil K. Annadata , Leon Chan
发明人： Mingtse Chen , Anil K. Annadata , Leon Chan
IPC分类号： G06F13/00
CPC分类号： H04L29/06 , G06Q10/06 , H04L69/03 , H04L69/14 , H04L69/32
摘要： A method and apparatus for inter-module communication is disclosed. The method includes defining a command definition, wherein the command definition comprises commands for interfacing with a multi-channel, multi-media, communication queuing system. The command definition can include, for example, driver object commands to request media type lists and command event lists, create drivers, request service, and release drivers. The command definition can also include, for example, service object commands to release service objects, notify when handling of an event is complete, invoke commands, release work items, suspend work items, resume work items, handle queued events, and cancel queued events. The command definition can also include, for example, client object commands to start a work item, release work items, save work item contexts, restore work item contexts, serialize work items, free work item storage, begin batch processing, and end batch processing.
摘要翻译：公开了一种用于模块间通信的方法和装置。该方法包括定义命令定义，其中命令定义包括用于与多通道多媒体通信排队系统进行接口的命令。命令定义可以包括例如驱动程序对象命令来请求媒体类型列表和命令事件列表，创建驱动程序，请求服务和释放驱动程序。命令定义还可以包括例如用于释放服务对象的服务对象命令，事件处理完成时通知，调用命令，释放工作项，挂起工作项，恢复工作项，处理排队的事件以及取消排队事件。命令定义还可以包括例如用于启动工作项的客户端对象命令，发布工作项，保存工作项上下文，恢复工作项上下文，序列化工作项，免费工作项存储，开始批处理和结束批处理。

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