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1. 发明申请

US20100322406A1 Servicing Calls in Call Centers Based On Estimated Call Value 有权
标题翻译：根据预计呼叫价值在呼叫中心维修呼叫
公开(公告)号：US20100322406A1
公开(公告)日：2010-12-23
申请号：US12490238
申请日：2009-06-23
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
摘要： Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
摘要翻译：公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自代理与代理完成维修通话所需的实际时间相比。

2. 发明授权

US08731182B2 Data store for assessing accuracy of call center agent service time estimates 有权
标题翻译：数据存储用于评估呼叫中心代理服务时间估计的准确性
公开(公告)号：US08731182B2
公开(公告)日：2014-05-20
申请号：US12544666
申请日：2009-08-20
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/51
摘要： A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.
摘要翻译：公开了数据存储（例如，关系数据库，面向对象数据库，非结构化文件系统，存储器内数据结构等）和相关方法，用于预测呼叫中心中的代理响应的准确性。根据说明性实施例，呼叫中心中的代理在其工作日期间的不同时间被提示，以估计他们将为其当前呼叫服务多长时间，并且将估计与所需的实际时间一起存储在数据存储中完成通话。计算每个代理的预测精度的统计数据并将其与原始数据一起存储在数据存储中，然后可用于评估后续代理对查询的响应的准确性。

3. 发明申请

US20100322408A1 Data Store for Assessing Accuracy of Call Center Agent Service Time Estimates 有权
标题翻译：用于评估呼叫中心代理服务时间估计精度的数据存储
公开(公告)号：US20100322408A1
公开(公告)日：2010-12-23
申请号：US12544666
申请日：2009-08-20
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/51
摘要： A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.
摘要翻译：公开了数据存储（例如，关系数据库，面向对象数据库，非结构化文件系统，存储器内数据结构等）和相关方法，用于预测呼叫中心中的代理响应的准确性。根据说明性实施例，呼叫中心中的代理在其工作日期间的不同时间被提示，以估计他们将为其当前呼叫服务多长时间，并且将估计与所需的实际时间一起存储在数据存储中完成通话。计算每个代理的预测精度的统计数据并将其与原始数据一起存储在数据存储中，然后可用于评估后续代理对查询的响应的准确性。

4. 发明授权

US08565412B2 Servicing calls in call centers based on estimated call value 有权
标题翻译：根据估计的呼叫价值在呼叫中心服务呼叫
公开(公告)号：US08565412B2
公开(公告)日：2013-10-22
申请号：US12490238
申请日：2009-06-23
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
摘要： Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
摘要翻译：公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。呼叫中心系统根据以下原因选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于代理与代理完成维修通话所需的实际时间相比。

5. 发明申请

US20100274637A1 PREDICTION OF THRESHOLD EXCEPTIONS BASED ON REAL TIME OPERATING INFORMATION 有权
标题翻译：基于实时操作信息预测阈值例外
公开(公告)号：US20100274637A1
公开(公告)日：2010-10-28
申请号：US12429032
申请日：2009-04-23
申请人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine A. Sobus
发明人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine A. Sobus
IPC分类号： G06Q10/00 , G06Q50/00 , G06N5/02
CPC分类号： G06Q10/06 , H04L41/147 , H04L41/5009 , H04L41/5025 , H04L43/16
摘要： A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
摘要翻译：联络中心包括实时阈值预测模块，其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值，并作为响应执行以下操作中的至少一个：（i）为所选择的阈值的可能交叉，所选择的服务级别协议中的结果，并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。

6. 发明授权

US08175254B2 Prediction of threshold exceptions based on real time operating information 有权
标题翻译：基于实时操作信息预测阈值异常
公开(公告)号：US08175254B2
公开(公告)日：2012-05-08
申请号：US12429032
申请日：2009-04-23
申请人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine R. Sobus
发明人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine R. Sobus
IPC分类号： H04M3/00
CPC分类号： G06Q10/06 , H04L41/147 , H04L41/5009 , H04L41/5025 , H04L43/16
摘要： A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
摘要翻译：联络中心包括实时阈值预测模块，其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值，并作为响应执行以下操作中的至少一个：（i）为所选择的阈值的可能交叉，所选择的服务级别协议中的结果，并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。

7. 发明申请

US20120011576A1 METHOD, DEVICE, AND SYSTEM FOR PRE-AUTHENTICATION 有权
标题翻译：用于预认证的方法，设备和系统
公开(公告)号：US20120011576A1
公开(公告)日：2012-01-12
申请号：US13234470
申请日：2011-09-16
申请人： Hongguang Guan , Xiaoyu Gong , Yungui Wang , Hongguang Li
发明人： Hongguang Guan , Xiaoyu Gong , Yungui Wang , Hongguang Li
IPC分类号： H04L9/32 , G06F15/16 , G06F21/00
CPC分类号： H04W12/06 , H04L63/062 , H04L63/0892 , H04W12/04
摘要： The present invention relates to mobile communications technologies, and discloses a method, device, and system for pre-authentication. A pre-authentication device receives a pre-authentication message that carries a pre-authentication option; determines a Mobile Node (MN) to be pre-authenticated according to the pre-authentication message; sends an authentication request message to an Authentication, Authorization and Accounting (AAA) server to request authentication of the MN; receives an authentication response message that is sent by the AAA server, where the authentication response message carries a pre-authentication key used between a Candidate Authenticator (CA) and the MN; and sends the pre-authentication key to the MN. Through implementation of the present invention, the pre-authentication key is obtained before the MN switches to the CA. In this way, security of communication is enhanced, and delay of switching and authentication is shortened.
摘要翻译：本发明涉及移动通信技术，并且公开了一种用于预认证的方法，设备和系统。预认证装置接收携带预认证选项的预认证消息; 根据所述预认证消息确定要进行预认证的移动节点（MN）; 向认证，授权和计费（AAA）服务器发送认证请求消息，以请求MN的认证; 接收由AAA服务器发送的认证响应消息，其中认证响应消息携带候选认证者（CA）和MN之间使用的预认证密钥; 并将预认证密钥发送给MN。通过实施本发明，在MN切换到CA之前获得预认证密钥。以这种方式，通信的安全性得到增强，并且交换和认证的延迟被缩短。

8. 发明申请

US20070162616A1 METHOD AND SYSTEM FOR IMPLEMENTING AUTOMATED SERVICE PROVISIONING ON A PPP ACCESS TERMINAL 审中-公开
标题翻译：在PPP访问终端上实现自动服务提供的方法和系统
公开(公告)号：US20070162616A1
公开(公告)日：2007-07-12
申请号：US11608173
申请日：2006-12-07
申请人： Hongguang Li
发明人： Hongguang Li
IPC分类号： G06F15/16
CPC分类号： H04L29/12216 , H04L12/2859 , H04L29/12226 , H04L41/0806 , H04L41/5054 , H04L61/2007 , H04L61/2015 , H04L67/34
摘要： This invention relates to a method and system for implementing Automated Service Provisioning on a PPP Access Terminal. This invention mainly includes: a PPP (Point-to-Point Protocol) Access Terminal first decides the address information of the Network Management/Auto-Configuration Server; the PPP Access Terminal automatically obtains address information required for launching services from the aforementioned Network Management/Auto-Configuration Server, and then launches services by using the aforementioned configuration information, which realizes the corresponding Automated Service Provisioning process. This invention implements an Automated Service Provisioning process under PPP networking conditions to eliminate depending on a DHCP server and avoiding major network rebuilding to protect the investment of the telecommunication operators.
摘要翻译：本发明涉及一种在PPP接入终端上实现自动服务提供的方法和系统。本发明主要包括：PPP（点对点协议）接入终端首先决定网络管理/自动配置服务器的地址信息; PPP接入终端自动获取从上述网络管理/自动配置服务器启动服务所需的地址信息，然后使用上述配置信息启动服务，实现相应的自动服务配置过程。本发明实现了在PPP组网条件下的自动服务配置过程，以消除DHCP服务器，避免主要的网络重建，保护电信运营商的投资。

9. 发明授权

US10722035B2 Rattan weaving structure, rattan chair made with the structure and a method for forming a convex knot thereof 有权
公开(公告)号：US10722035B2
公开(公告)日：2020-07-28
申请号：US15520843
申请日：2017-03-04
申请人： Hongguang Li
发明人： Hongguang Li
IPC分类号： A47C5/02 , A47C5/00 , A47C7/00 , A47C5/06 , A47C7/02 , A47C5/12 , A47C7/22 , A47C7/46 , B29C43/02 , B29C43/52 , D03D25/00 , B29K23/00 , B29L31/00
摘要： The present invention discloses a plastic rattan weaving structure, a rattan chair made with the structure and a method for forming a convex knot. The convex knot has a cross section that is greater than the middle cross section of the rattan piece used for making the rattan weaving structure. The rattan weaving structure has the convex knots on its edge. The rattan chair has a chair seat, a skeleton, an armrest and a base. The chair seat has the convex knots on its edge. The method for forming the convex knot comprises pressing and fixing the edge of the plastic rattan piece with a mold, setting up heating elements around the edge, heating the edge of the plastic rattan with the heating elements to cause shrinkage and accumulation of the rattan inside the mold, and finally formation of the convex knot.

10. 发明授权

US08443419B2 Method, device, and system for pre-authentication 有权
标题翻译：用于预认证的方法，设备和系统
公开(公告)号：US08443419B2
公开(公告)日：2013-05-14
申请号：US13234470
申请日：2011-09-16
申请人： Hongguang Guan , Xiaoyu Gong , Yungui Wang , Hongguang Li
发明人： Hongguang Guan , Xiaoyu Gong , Yungui Wang , Hongguang Li
IPC分类号： H04L9/32 , H04L9/00
CPC分类号： H04W12/06 , H04L63/062 , H04L63/0892 , H04W12/04
摘要： The present invention relates to mobile communications technologies, and discloses a method, device, and system for pre-authentication. A pre-authentication device receives a pre-authentication message that carries a pre-authentication option; determines a Mobile Node (MN) to be pre-authenticated according to the pre-authentication message; sends an authentication request message to an Authentication, Authorization and Accounting (AAA) server to request authentication of the MN; receives an authentication response message that is sent by the AAA server, where the authentication response message carries a pre-authentication key used between a Candidate Authenticator (CA) and the MN; and sends the pre-authentication key to the MN. Through implementation of the present invention, the pre-authentication key is obtained before the MN switches to the CA. In this way, security of communication is enhanced, and delay of switching and authentication is shortened.
摘要翻译：本发明涉及移动通信技术，并且公开了一种用于预认证的方法，设备和系统。预认证装置接收携带预认证选项的预认证消息; 根据所述预认证消息确定要进行预认证的移动节点（MN）; 向认证，授权和计费（AAA）服务器发送认证请求消息，以请求MN的认证; 接收由AAA服务器发送的认证响应消息，其中认证响应消息携带候选认证者（CA）和MN之间使用的预认证密钥; 并将预认证密钥发送给MN。通过实施本发明，在MN切换到CA之前获得预认证密钥。以这种方式，通信的安全性得到增强，并且交换和认证的延迟被缩短。

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