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1. 发明授权

US08677003B1 Distributed processing of streaming data on an event protocol 有权
标题翻译：事件协议上流数据的分布式处理
公开(公告)号：US08677003B1
公开(公告)日：2014-03-18
申请号：US11974113
申请日：2007-10-11
申请人： Ronn Brashear
发明人： Ronn Brashear
IPC分类号： G06F15/16
CPC分类号： H04L67/10 , G06F17/30516 , H04L65/608
摘要： An exemplary method for distributed processing of streaming data on an event protocol comprises receiving a plurality of related events from the streaming data at a node, amending a state of the related events, determining an error margin based on the amended state, and updating a current data transformation based on the amended state and error margin, thereby enabling real time analysis of streaming data.
摘要翻译：一种用于在事件协议上对流数据进行分布式处理的示例性方法包括从节点处的流数据接收多个相关事件，修改相关事件的状态，基于修正状态确定误差容限，并更新当前基于修正的状态和误差容限的数据转换，从而实现流数据的实时分析。

2. 发明授权

US08009821B1 Stores as call center resources 有权
标题翻译：存储为呼叫中心资源
公开(公告)号：US08009821B1
公开(公告)日：2011-08-30
申请号：US11646058
申请日：2006-12-27
申请人： Vidur Apparao , Richard Potts , Scott Lewis , Beth McKinnon , Christopher R. Waterson
发明人： Vidur Apparao , Richard Potts , Scott Lewis , Beth McKinnon , Christopher R. Waterson
IPC分类号： H04M3/523
CPC分类号： H04M3/5125
摘要： An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.
摘要翻译：将现有实体商店集成在呼叫中心操作中的示例性方法包括：登记多个具有至少一个电话线的物理存储器，获得注册商店的一个或多个电话线路的可用性信息，确定用于路由呼叫的电话线路基于呼叫中心路由规则的注册商店，并将呼叫路由到确定的电话线路。

3. 发明授权

US08929536B2 Multi-channel pivoting 有权
标题翻译：多通道旋转
公开(公告)号：US08929536B2
公开(公告)日：2015-01-06
申请号：US14015434
申请日：2013-08-30
申请人： LiveOps, Inc.
发明人： Sanjay Mathur , Kieron Lawson , Keith McFarlane
IPC分类号： H04M3/51 , H04L12/28 , G06Q30/00 , G06Q10/10
CPC分类号： H04M3/5191 , G06Q10/10 , G06Q10/107 , G06Q30/016 , H04M3/5141 , H04M3/5231 , H04M7/003 , H04M2203/655
摘要： An method of pivoting a customer among synchronous and asynchronous communications channels during a communication session.
摘要翻译：一种在通信会话期间在同步和异步通信信道中枢转客户的方法。

4. 发明授权

US08395994B2 System and method for adaptive call management 有权
标题翻译：自适应呼叫管理系统和方法
公开(公告)号：US08395994B2
公开(公告)日：2013-03-12
申请号：US12589831
申请日：2009-10-28
申请人： Craig Stevenson , Vidur Apparao
发明人： Craig Stevenson , Vidur Apparao
IPC分类号： H04L12/26 , H04M3/00
CPC分类号： H04M3/50 , H04L41/5087 , H04L43/106 , H04L65/1069 , H04L65/80 , H04M7/0024 , H04Q3/0045
摘要： A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.
摘要翻译：一种用于自适应呼叫管理的系统，包括网络连接的呼叫管理服务器和呼叫切换装置，该呼叫交换装置耦合到呼叫管理器服务器并且适于经由多个媒体信道向所选择的目标传送呼叫，其中一旦接收到呼叫质量标记来自与媒体频道相关联的呼叫质量监视装置，呼叫管理器服务器选择特定的媒体信道。

5. 发明授权

US08126133B1 Results-based routing of electronic communications 有权
标题翻译：基于结果的电子通信路由
公开(公告)号：US08126133B1
公开(公告)日：2012-02-28
申请号：US10817350
申请日：2004-04-01
申请人： James Everingham , Lloyd William Tabb , Terry Weissman , Will Scullin
发明人： James Everingham , Lloyd William Tabb , Terry Weissman , Will Scullin
IPC分类号： H04M3/00
CPC分类号： G06Q10/063112 , H04M3/5233
摘要： A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each pool being defined by one or more criteria, on a real-time and/or batch basis. Such criteria may reflect an agent characteristic (e.g., age, geographical location, language, hobby, skill), a level of agent performance (e.g., number or amount of sales, speed or efficiency in providing a service) or some other factor. When a call is received at a call manager, a pool of best agents or some other pool is selected (e.g., by weighting, by statistical distribution). The best available agent in that pool is identified and the call is routed to that agent. The call manager, or other entity, may record some or all of the call (e.g., voice conversation, the agent's computer input during the call).
摘要翻译：一种用于执行基于结果的电话呼叫路由的方法。代理人处理寻求或查询产品或服务的电话。代理在代理池之间分布，每个池由一个或多个标准以实时和/或批量的方式定义。这样的标准可以反映代理特征（例如，年龄，地理位置，语言，爱好，技能），代理人绩效的水平（例如，销售的数量或数量，提供服务的速度或效率）或一些其他因素。当在呼叫管理器处接收到呼叫时，选择最佳代理或一些其他池的池（例如，通过统计分配加权）。识别该池中最佳的可用代理，并将呼叫路由到该代理。呼叫管理器或其他实体可以记录呼叫中的一些或所有呼叫（例如，语音对话，呼叫期间的代理的计算机输入）。

6. 发明申请

US20110099602A1 System and method for implementing adaptive security zones 有权
标题翻译：实施自适应安全区域的系统和方法
公开(公告)号：US20110099602A1
公开(公告)日：2011-04-28
申请号：US12589832
申请日：2009-10-28
申请人： Vidur Apparao , Niall Browne , Scott Bailey , Jeremy King
发明人： Vidur Apparao , Niall Browne , Scott Bailey , Jeremy King
IPC分类号： H04L29/06 , G06F17/00
CPC分类号： H04L63/20 , G06Q10/06 , G06Q30/016 , G06Q30/0281 , H04L29/0685 , H04L29/06986 , H04L63/105 , H04L63/108 , H04L2463/102
摘要： A system for managing adaptive security zones in complex business operations, comprising a rules engine adapted to receive events from a plurality of event sources and a security manager coupled to the rules engine via a data network, wherein upon receiving an event, the rules engine determines what rules, if any, are triggered by the event and, upon triggering a rule, the rules engine determines if the rule pertains to security and, if so, sends a notification message to the security manager informing it of the triggered event, and wherein the security manager, on receiving a notification message from the rules engine, automatically establishes a new security zone based at least in part on the contents of the notification message, is disclosed
摘要翻译：一种用于在复杂业务操作中管理自适应安全区域的系统，包括适于从多个事件源接收事件的规则引擎和经由数据网络耦合到规则引擎的安全管理器，其中在接收到事件时，规则引擎确定什么规则（如果有的话）由事件触发，并且在触发规则时，规则引擎确定规则是否属于安全性，并且如果是，则向安全管理器发送通知消息，通知其触发的事件，并且其中安全管理器在从规则引擎接收到通知消息时，至少部分地基于通知消息的内容自动建立新的安全区域。

7. 发明申请

US20110096673A1 System and method for adaptive call management 有权
标题翻译：自适应呼叫管理系统和方法
公开(公告)号：US20110096673A1
公开(公告)日：2011-04-28
申请号：US12589831
申请日：2009-10-28
申请人： Craig Stevenson , Vidur Apparao
发明人： Craig Stevenson , Vidur Apparao
IPC分类号： H04L12/66 , H04L12/26
CPC分类号： H04M3/50 , H04L41/5087 , H04L43/106 , H04L65/1069 , H04L65/80 , H04M7/0024 , H04Q3/0045
摘要： A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.
摘要翻译：一种用于自适应呼叫管理的系统，包括网络连接的呼叫管理服务器和呼叫切换装置，该呼叫交换装置耦合到呼叫管理器服务器并且适于经由多个媒体信道向所选择的目标传送呼叫，其中一旦接收到呼叫质量标记来自与媒体频道相关联的呼叫质量监视装置，呼叫管理器服务器选择特定的媒体信道。

8. 发明授权

US07706520B1 System and method for facilitating transcription of audio recordings, with auditing 有权
标题翻译：通过审核便于录音录音的系统和方法
公开(公告)号：US07706520B1
公开(公告)日：2010-04-27
申请号：US11269296
申请日：2005-11-08
申请人： Christopher R. Waterson , Lloyd William Tabb , Michael Toy
发明人： Christopher R. Waterson , Lloyd William Tabb , Michael Toy
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/42221 , H04M2201/40 , H04M2201/60
摘要： A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller's input during a call. The set of audio recordings is stored in a database and queued for transcription by remote agents. The recordings are forwarded to a first agent who listens to the audio and completes a form with text corresponding to the audio. The system then determines whether to audit the first agent's transcription by having another agent transcribe the same set of recordings. The recordings may be re-queued and transcribed multiple times, until two (or more) of the transcriptions match, or until some threshold number of transcriptions have been obtained. An agent may contact the caller (e.g., via telephone or electronic mail) if a recording cannot be fully transcribed.
摘要翻译：一种用于通过审计促进录音录音的系统和方法。 IVR（交互式语音应答）单元在呼叫期间创建呼叫者输入的一组音频记录。该组音频记录被存储在数据库中并排队等待远程代理进行转录。记录被转发给听音频的第一代理，并且完成与音频对应的文本的表单。系统然后通过让另一个代理转录同一组记录来确定是否对第一代理人的转录进行审核。可以将记录重新排队并转录多次，直到两次（或更多次）的转录匹配，或直到已经获得某些阈值数量的转录。如果记录不能完全转录，代理人可以联系呼叫者（例如，通过电话或电子邮件）。

9. 发明授权

US07434204B1 Method and apparatus for managing software processes 有权
标题翻译：用于管理软件过程的方法和装置
公开(公告)号：US07434204B1
公开(公告)日：2008-10-07
申请号：US10886333
申请日：2004-07-07
申请人： James Everingham , Christopher Houck
发明人： James Everingham , Christopher Houck
IPC分类号： G06F9/44 , G06F15/173 , G06F11/00 , G06F9/46
CPC分类号： G06F11/1438 , H04L67/02 , H04L69/40
摘要： A method and apparatus for managing software processes to improve their stability. Each instance of a software process periodically reports its operating status to a recycler. The status information identifies how long the instance has been continuously executing and how many transactions the instance has executed during that time. If either value exceeds a threshold associated with the process or that specific instance of the process, the instance is instructed to recycle. If instructed to recycle, the instance may stop accepting new transactions, finish handling its current transactions, then restart and resume normal operation. The recycler may postpone or cancel a recycle instruction if the combined capacity of all active instances of the process is below, or may fall below, a minimum desired capacity for the process. The recycler may also recycle itself.
摘要翻译：一种用于管理软件过程以提高其稳定性的方法和装置。软件过程的每个实例定期向回收商报告其运行状态。状态信息标识了实例持续执行多长时间，以及实例在此期间执行了多少事务。如果任一值超过与进程相关联的阈值或该进程的特定实例，则指示实例进行回收。如果指示回收，实例可能会停止接受新交易，完成其当前交易的处理，然后重新启动并恢复正常运行。如果该过程的所有活动实例的组合容量低于或可能低于该过程的最小期望容量，则回收商可以推迟或取消回收指令。回收商也可以自行回收。

10. 发明授权

US09009785B2 System and method for implementing adaptive security zones 有权
标题翻译：实施自适应安全区域的系统和方法
公开(公告)号：US09009785B2
公开(公告)日：2015-04-14
申请号：US14192783
申请日：2014-02-27
申请人： LiveOps, Inc.
发明人： Vidur Apparao , Niall Browne , Scott Bailey , Jeremy King
IPC分类号： H04L29/06 , G06Q10/06 , G06Q30/00 , G06Q30/02
CPC分类号： H04L63/20 , G06Q10/06 , G06Q30/016 , G06Q30/0281 , H04L29/0685 , H04L29/06986 , H04L63/105 , H04L63/108 , H04L2463/102
摘要： A system for managing adaptive security zones in complex business operations, comprising a rules engine adapted to receive events from a plurality of event sources and a security manager coupled to the rules engine via a data network, wherein upon receiving an event, the rules engine determines what rules, if any, are triggered by the event and, upon triggering a rule, the rules engine determines if the rule pertains to security and, if so, sends a notification message to the security manager informing it of the triggered event, and wherein the security manager, on receiving a notification message from the rules engine, automatically establishes a new security zone based at least in part on the contents of the notification message, is disclosed.
摘要翻译：一种用于在复杂业务操作中管理自适应安全区域的系统，包括适于从多个事件源接收事件的规则引擎和经由数据网络耦合到规则引擎的安全管理器，其中在接收到事件时，规则引擎确定什么规则（如果有的话）由事件触发，并且在触发规则时，规则引擎确定规则是否属于安全性，并且如果是，则向安全管理器发送通知消息，通知其触发的事件，并且其中公开了至少部分地基于通知消息的内容自动地建立新的安全区域的安全管理器在接收到来自规则引擎的通知消息时，自动建立新的安全区域。

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