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1. 发明申请

US20120290671A1 DYNAMIC SUPPORT OF MULTIPLE MESSAGE FORMATS 审中-公开
标题翻译：多个消息格式的动态支持
公开(公告)号：US20120290671A1
公开(公告)日：2012-11-15
申请号：US13555516
申请日：2012-07-23
申请人： Wai H. Pak , Sanjeev Kumar , Anil Kumar Annadata , Yu Jen Wu
发明人： Wai H. Pak , Sanjeev Kumar , Anil Kumar Annadata , Yu Jen Wu
IPC分类号： G06F15/16
CPC分类号： H04L67/28 , H04L51/066 , H04L67/2823 , H04L67/2842
摘要： A method, system, computer system and computer program product to enable a single interface to be used to prepare and present messages in a variety of different formats. For example, the single interface can be used to prepare, receive or display messages in different languages, such as English or Japanese, which require different character sets. Furthermore, the single interface supports preparing, sending, and receiving messages in multiple text formats, such as plain text, rich text, and Multiple Internet Mail Extension (MIME) format. A message can be received in a native format, and a format for providing a response to the message can be dynamically selected. The response is provided in the dynamically-selected format.
摘要翻译：一种方法，系统，计算机系统和计算机程序产品，使得能够使用单个接口来准备和呈现各种不同格式的消息。例如，单个界面可用于准备，接收或显示不同语言的消息，例如需要不同字符集的英文或日文。此外，单一界面支持准备，发送和接收多种文本格式的消息，如纯文本，富文本和多种Internet邮件扩展（MIME）格式。可以以本地格式接收消息，并且可以动态地选择用于提供对消息的响应的格式。响应以动态选择的格式提供。

2. 发明授权

US08230112B2 Dynamic support of multiple message formats 有权
标题翻译：动态支持多种消息格式
公开(公告)号：US08230112B2
公开(公告)日：2012-07-24
申请号：US10400895
申请日：2003-03-27
申请人： Wai H. Pak , Sanjeev Kumar , Anil Kumar Annadata , Yu Jen Wu
发明人： Wai H. Pak , Sanjeev Kumar , Anil Kumar Annadata , Yu Jen Wu
IPC分类号： G06F15/16 , G06F17/28 , G10L21/00
CPC分类号： H04L67/28 , H04L51/066 , H04L67/2823 , H04L67/2842
摘要： A method, system, computer system and computer program product to enable a single interface to be used to prepare and present messages in a variety of different formats. For example, the single interface can be used to prepare, receive or display messages in different languages, such as English or Japanese, which require different character sets. Furthermore, the single interface supports preparing, sending, and receiving messages in multiple text formats, such as plain text, rich text, and Multiple Internet Mail Extension (MIME) format. A message can be received in a native format, and a format for providing a response to the message can be dynamically selected. The response is provided in the dynamically-selected format.
摘要翻译：一种方法，系统，计算机系统和计算机程序产品，使得能够使用单个接口来准备和呈现各种不同格式的消息。例如，单个界面可用于准备，接收或显示不同语言的消息，例如需要不同字符集的英文或日文。此外，单一界面支持准备，发送和接收多种文本格式的消息，如纯文本，富文本和多种Internet邮件扩展（MIME）格式。可以以本地格式接收消息，并且可以动态地选择用于提供对消息的响应的格式。响应以动态选择的格式提供。

3. 发明授权

US08965980B2 Universal support for multiple external messaging systems 有权
标题翻译：通用支持多种外部消息系统
公开(公告)号：US08965980B2
公开(公告)日：2015-02-24
申请号：US10400833
申请日：2003-03-27
申请人： Wai H. Pak , Sanjeev Kumar , Zhanye Tong , Yu Jen Wu
发明人： Wai H. Pak , Sanjeev Kumar , Zhanye Tong , Yu Jen Wu
IPC分类号： G06F15/16 , H04L12/58 , H04L29/08
CPC分类号： H04L12/58 , H04L51/00 , H04L51/36 , H04L67/22
摘要： A method, system, computer system, computer program product and application programming interface to support the use of multiple external messaging systems from within an application program and to track activities performed using any of the multiple external messaging systems. The application program allows a preferred messaging system to prepare, send, and receive messages from within the application program to be specified for each user of the application program. Multiple external messaging systems are available to be configured as the preferred or default messaging system for a given user. Activities performed using any of the external messaging systems can be tracked in a comprehensive collection of data about activity performed via the application program.
摘要翻译：一种方法，系统，计算机系统，计算机程序产品和应用程序编程接口，用于支持在应用程序内使用多个外部消息系统，并且跟踪使用任何多个外部消息系统执行的活动。应用程序允许优选的消息系统从应用程序内准备，发送和接收要为应用程序的每个用户指定的消息。可以将多个外部消息传递系统配置为给定用户的首选或默认消息系统。使用任何外部消息系统执行的活动可以通过应用程序执行的有关活动的数据的全面收集来跟踪。

4. 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。

5. 发明授权

US07505577B2 System and method for multi-channel communication queuing 有权
标题翻译：多通道通讯排队系统及方法
公开(公告)号：US07505577B2
公开(公告)日：2009-03-17
申请号：US09823590
申请日：2001-03-31
申请人： Anil K. Annadata , Wai H. Pak , Rohir Bedi
发明人： Anil K. Annadata , Wai H. Pak , Rohir Bedi
IPC分类号： H04M3/00
CPC分类号： H04M3/5235
摘要： An apparatus and method that stores a status of a system immediately before an interruption of a power supply. A request for a status-storing process is outputted from an application to a check point manager in a module. A request for an execution of a snapshot output to components such as the application and a device driver is outputted to the manager. A sequence at this time is based on a sequence recorded in a status-storing database and represents a dependence relation between the components. When each component receives the request for the snapshot output, a function existing in a particular address for each component is read and the component status is outputted as a snapshot file through the manager to a non-volatile memory.
摘要翻译：一种用于协调一个或多个代理与与诸如电话，电子邮件和传真之类的不同媒体格式相关联的多个通信信道之间的通信的装置和方法。可以经由第一通信信道接收第一媒体格式的第一请求，并且可以经由第二通信信道接收第二媒体格式的第二请求。可以启用代理以一种或多种媒体格式访问请求，并且可以基于代理可以访问的媒体格式的类型，请求的主题和/或代理技能来将请求分配给代理。请求可以放置在队列中，直到代理可用来接受请求。向代理分配请求的规则可以包含在排队引擎中。代理还可以拒绝路由到他们的请求，并将请求路由到另一个代理或将其返回到队列。

6. 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。

7. 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。

8. 发明授权

US07730204B2 Extensible interface for inter-module communication 有权
标题翻译：用于模块间通信的可扩展接口
公开(公告)号：US07730204B2
公开(公告)日：2010-06-01
申请号：US09823678
申请日：2001-03-31
申请人： Wai H. Pak
发明人： Wai H. Pak
IPC分类号： G06F15/173
CPC分类号： G06Q30/02
摘要： A method and apparatus for inter-module communication is disclosed. The method includes forming a message that includes customer relations management system information. The customer relations management system information may include, for example, agent information, work item information, queuing information, statistical information, connection information or rule information, among other such information. The message can be communicated in order to perform a function, such as an agent-related function, a work item-related function, a statistics-related function or an administrative function, for example. The message can be, for example, a command, a request or a notification.
摘要翻译：公开了一种用于模块间通信的方法和装置。该方法包括形成包括客户关系管理系统信息的消息。客户关系管理系统信息可以包括例如代理信息，工作项信息，排队信息，统计信息，连接信息或规则信息等。可以传送消息以便执行例如代理相关功能，工作项相关功能，统计相关功能或管理功能等功能。该消息可以是例如命令，请求或通知。

9. 发明申请

US20090252320A1 System and Method for Multi-Channel Communication Queuing 审中-公开
标题翻译：多渠道通信排队系统与方法
公开(公告)号：US20090252320A1
公开(公告)日：2009-10-08
申请号：US12405118
申请日：2009-03-16
申请人： Anil K. Annadata , Wai H. Pak , Rohit Bedi
发明人： Anil K. Annadata , Wai H. Pak , Rohit Bedi
IPC分类号： H04M3/00
CPC分类号： H04M3/5235
摘要： An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in a second media format can be received via a second communication channel. Agents can be enabled to access requests in one or more of the media formats, and requests can be assigned to agents based on the types of media formats the agents can access, the subject matter of the requests, and/or the agents' skills. The requests can be placed in a queue until an agent is available to accept the request. Rules for assigning requests to agents can be included in a queuing engine. Agents can also decline a request routed to them, and route the request to another agent or return it back to the queue.
摘要翻译：一种用于协调一个或多个代理与与诸如电话，电子邮件和传真之类的不同媒体格式相关联的多个通信信道之间的通信的装置和方法。可以经由第一通信信道接收第一媒体格式的第一请求，并且可以经由第二通信信道接收第二媒体格式的第二请求。可以启用代理以一种或多种媒体格式访问请求，并且可以基于代理可以访问的媒体格式的类型，请求的主题和/或代理的技能来将请求分配给代理。请求可以放置在队列中，直到代理可用来接受请求。向代理分配请求的规则可以包含在排队引擎中。代理还可以拒绝路由到他们的请求，并将请求路由到另一个代理或将其返回到队列。

10. 发明授权

US07409336B2 Method and system for searching data based on identified subset of categories and relevance-scored text representation-category combinations 有权
标题翻译：基于识别的类别子集和相关性评分的文本表示类别组合来搜索数据的方法和系统
公开(公告)号：US07409336B2
公开(公告)日：2008-08-05
申请号：US10465338
申请日：2003-06-19
申请人： Wai H. Pak , Sia Henry Saputra , Yunfei Zhang , Marc Alexander Caltabiano
发明人： Wai H. Pak , Sia Henry Saputra , Yunfei Zhang , Marc Alexander Caltabiano
IPC分类号： G06F17/27 , G06F17/03 , G06F17/21
CPC分类号： G10L15/1822 , G06F17/30864 , Y10S707/99931
摘要： A method and system for analyzing natural language text to identify a set of categories of data in a knowledge base associated with the natural language text and selecting a category from the set of categories is provided. The method and system further provides automatically providing a single category if the set of categories only contains the single category. The method and system also provides that each category in the knowledge base is associated with a stored text representation of a sample natural language text and a score for the text representation-category combination, wherein the score is representative of a relative relevance of the text representation-category combination. The method and system further provide for modifying the score associated with the text representation-category combination of a selected category using feedback provided upon the selection.
摘要翻译：提供了一种用于分析自然语言文本以识别与自然语言文本相关联的知识库中的一组数据类型并从该类别集合中选择类别的方法和系统。如果该类别集合仅包含单个类别，则该方法和系统进一步提供自动提供单个类别。方法和系统还规定知识库中的每个类别与样本自然语言文本的存储文本表示和文本表示类别组合的分数相关联，其中分数代表文本表示的相对相关性类别组合。该方法和系统进一步提供使用在选择时提供的反馈来修改与所选类别的文本表示类别组合相关联的得分。

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