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1. 发明申请

US20180131601A1 ROUTING OF DATA IN NETWORK 审中-公开
公开(公告)号：US20180131601A1
公开(公告)日：2018-05-10
申请号：US15346875
申请日：2016-11-09
申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION
发明人： Yasuteru Kohda , Nobuyuki Ohba
IPC分类号： H04L12/725 , H04Q11/04 , H04L12/859 , H04L12/841
CPC分类号： H04Q3/64 , H04L45/42 , H04L45/70
摘要： A network system for routing data in a network includes a plurality of nodes each node from the plurality of nodes being configured to route the data, a plurality of links each link from the plurality of links connects two of the plurality of nodes to form the network, and a global bus provided separately from the plurality of links and spread within the network, wherein each node from the plurality of nodes feeds, to the global bus, traffic information regarding each node, obtains, from the global bus, traffic information regarding other nodes from the plurality of nodes, and switches a routing path of the data based on at least the traffic information regarding the other nodes.

2. 发明授权

US09686405B2 Unified call routing in social hunt groups 有权
公开(公告)号：US09686405B2
公开(公告)日：2017-06-20
申请号：US14606132
申请日：2015-01-27
申请人： International Business Machines Corporation
发明人： Fernando Salazar , Bhavuk Srivastava
IPC分类号： H04M3/46 , H04Q3/64 , H04M3/523
CPC分类号： H04M3/465 , H04L51/04 , H04L51/32 , H04M3/42374 , H04M3/5232 , H04Q3/64 , H04Q3/68 , H04Q2213/13072 , H04Q2213/13141 , H04Q2213/13377
摘要： Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.

3. 再颁专利

USRE46153E1 Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment 有权
公开(公告)号：USRE46153E1
公开(公告)日：2016-09-20
申请号：US14578149
申请日：2014-12-19
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06Q10/06 , H04M3/42
CPC分类号： H04M3/5175 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

4. 发明申请

US20160261524A1 DISSIMILAR SWITCH STACKING SYSTEM 有权
标题翻译： DISSIMILAR开关堆叠系统
公开(公告)号：US20160261524A1
公开(公告)日：2016-09-08
申请号：US15159431
申请日：2016-05-19
申请人： Dell Products L.P.
发明人： Pathangi Narasimhan Janardhanan , Balaji Venkat Venkataswami
IPC分类号： H04L12/933
CPC分类号： H04L49/15 , H04Q3/64 , H04Q3/645
摘要： A switch IHS stacking system includes a plurality of switch IHSs. A least one first switch IHS includes a first processing system and at least one second switch IHS includes a second processing system that is different from the first processing system. A stacking engine is located on each of the plurality of switch IHSs. Following the coupling of the plurality of switch IHSs into a stack and in response to the startup of the plurality of switch IHSs, the each of the stacking engines may exchange capability information with each of the plurality of switch IHSs and determine a control plane processing system affinity and a data plane processing system affinity for each of the plurality of switch IHSs. The stacking engines may then determine a master switch IHS for the stack that has the highest control plane processing system affinity and data plane processing system affinity.
摘要翻译：开关IHS堆叠系统包括多个开关IHS。至少一个第一开关IHS包括第一处理系统，并且至少一个第二开关IHS包括与第一处理系统不同的第二处理系统。堆叠引擎位于多个开关IHS中的每一个上。在将多个开关IHS耦合到堆叠中并且响应于多个开关IHS的启动之后，每个堆叠引擎可以与多个开关IHS中的每一个交换能力信息，并且确定控制平面处理系统亲和度和数据平面处理系统对多个开关IHS中的每一个的亲和度。然后，堆叠引擎可以确定具有最高控制平面处理系统亲和度和数据平面处理系统亲和度的堆栈的主交换机IHS。

5. 发明授权

US09031087B2 Method and apparatus for optimizing response time to events in queue 有权
公开(公告)号：US09031087B2
公开(公告)日：2015-05-12
申请号：US13090205
申请日：2011-04-19
申请人： Yevgeniy Petrovykh
发明人： Yevgeniy Petrovykh
IPC分类号： H04L12/54 , H04M3/523 , H04L12/58 , H04L12/24 , H04M3/51 , H04M7/00 , H04Q3/64 , H04L12/26 , H04L29/08 , H04L29/06 , H04M3/22 , H04M3/36 , H04M3/42 , H04M7/12
CPC分类号： H04M3/5183 , H04L29/06027 , H04L41/18 , H04L43/04 , H04L49/201 , H04L49/25 , H04L51/00 , H04L51/04 , H04L65/1006 , H04L65/1009 , H04L65/105 , H04L65/1069 , H04L65/1073 , H04L65/1096 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5166 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
摘要： A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.

6. 发明申请

US20140376708A1 Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center 审中-公开
标题翻译：远程知识工作者从联络中心扩展管理和互动的方法和设备
公开(公告)号：US20140376708A1
公开(公告)日：2014-12-25
申请号：US14477832
申请日：2014-09-04
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
摘要翻译：用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。

7. 发明申请

US20140362852A1 DISSIMILAR SWITCH STACKING SYSTEM 有权
标题翻译： DISSIMILAR开关堆叠系统
公开(公告)号：US20140362852A1
公开(公告)日：2014-12-11
申请号：US13912004
申请日：2013-06-06
申请人： Dell Products L.P.
发明人： Pathangi Narasimhan Janardhanan , Balaji Venkat Venkataswami
IPC分类号： H04Q3/64
CPC分类号： H04L49/15 , H04Q3/64 , H04Q3/645
摘要： A switch IHS stacking system includes a plurality of switch IHSs. A least one first switch IHS includes a first processing system and at least one second switch IHS includes a second processing system that is different from the first processing system. A stacking engine is located on each of the plurality of switch IHSs. Following the coupling of the plurality of switch IHSs into a stack and in response to the startup of the plurality of switch IHSs, the each of the stacking engines may exchange capability information with each of the plurality of switch IHSs and determine a control plane processing system affinity and a data plane processing system affinity for each of the plurality of switch IHSs. The stacking engines may then determine a master switch IHS for the stack that has the highest control plane processing system affinity and data plane processing system affinity.
摘要翻译：开关IHS堆叠系统包括多个开关IHS。至少一个第一开关IHS包括第一处理系统，并且至少一个第二开关IHS包括与第一处理系统不同的第二处理系统。堆叠引擎位于多个开关IHS中的每一个上。在将多个开关IHS耦合到堆叠中并且响应于多个开关IHS的启动之后，每个堆叠引擎可以与多个开关IHS中的每一个交换能力信息，并且确定控制平面处理系统亲和度和数据平面处理系统对多个开关IHS中的每一个的亲和度。然后，堆叠引擎可以确定具有最高控制平面处理系统亲和度和数据平面处理系统亲和度的堆栈的主交换机IHS。

8. 发明授权

US08090086B2 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 有权
标题翻译： VoiceXML和基于规则引擎的交换机，用于交互式语音响应（IVR）服务
公开(公告)号：US08090086B2
公开(公告)日：2012-01-03
申请号：US12242576
申请日：2008-09-30
申请人： Hisao M. Chang
发明人： Hisao M. Chang
IPC分类号： H04M11/00
CPC分类号： H04Q3/64 , H04M3/42102 , H04M3/493 , H04M3/4938 , H04M3/5166 , H04M3/523 , H04M3/527 , H04Q2213/13072 , H04Q2213/13256 , H04Q2213/13377
摘要： Call routing systems and methods are provided. A particular routing method comprises decoding a message based on an incoming call to determine whether a live agent is required. When a live agent is not required, a destination interactive voice response (IVR) application is identified, a determination of whether the destination IVR application is VoiceXML capable is made, and the incoming call is sent to the destination IVR application when the destination IVR application is VoiceXML capable. When the destination IVR application is not VoiceXML capable, a determination of whether the destination IVR application is capable of supporting an external data interface is made, and incoming call session data is routed to the destination IVR application when the destination IVR application is capable of supporting the external data interface. An audio file including one or more dual tone multi-frequency (DTMF) commands based on the incoming call session data is constructed and sent to the destination IVR application when the destination IVR application is not VoiceXML capable and is not capable of supporting an external data interface.
摘要翻译：提供了呼叫路由系统和方法。特定的路由方法包括基于来话呼叫对消息进行解码以确定是否需要实时代理。当不需要实时代理时，识别目的地交互语音响应（IVR）应用，确定目的地IVR应用是否具有VoiceXML能力，并且当目的地IVR应用时，进入呼叫被发送到目的地IVR应用是VoiceXML能力。当目的地IVR应用不具有VoiceXML能力时，确定目的地IVR应用是否能够支持外部数据接口，并且当目的地IVR应用能够支持时，来话呼叫会话数据被路由到目的地IVR应用外部数据接口。当目的地IVR应用程序不具有VoiceXML能力并且不能支持外部数据时，构建包括基于来话呼叫会话数据的一个或多个双音多频（DTMF）命令的音频文件并将其发送到目的地IVR应用接口。

9. 发明授权

US07664250B1 System and method for incoming telephone call distribution among inbound links of service platforms 失效
标题翻译：在服务平台的入站链路之间进入电话分配的系统和方法
公开(公告)号：US07664250B1
公开(公告)日：2010-02-16
申请号：US11348715
申请日：2006-02-07
申请人： Jonathan E. Schaff , Dominick Mangiardi , Cory Yang , Brian Patrick Hulett , James D. Kirby
发明人： Jonathan E. Schaff , Dominick Mangiardi , Cory Yang , Brian Patrick Hulett , James D. Kirby
IPC分类号： H04M7/00
CPC分类号： H04Q3/0029 , H04Q3/64 , H04Q2213/13072 , H04Q2213/13107 , H04Q2213/13345
摘要： A method for distributing incoming telephone calls among inbound links of a service platform is provided. First information is accumulated regarding routing of the incoming telephone calls during a previous time period to the inbound links of the service platform by a network call processor. Second information including a number of the inbound links of the service platform allocated to the network call processor for a future time period is generated based on the first information. A number of the incoming telephone calls are routed to the inbound links of the service platform during the future time period based on the second information.
摘要翻译：提供了一种在服务平台的入站链路之间分配进入电话呼叫的方法。累积关于在前一时间段内将进入的电话呼叫路由到网络呼叫处理器的服务平台的入站链路的第一信息。基于第一信息生成包括分配给网络呼叫处理器的未来时间段的服务平台的入站链路的数量的第二信息。基于第二信息，在未来的时间段期间，将多个来电电话路由到服务平台的入站链路。

10. 发明申请

US20090129568A1 Distribution device in a subscriber connection area 有权
公开(公告)号：US20090129568A1
公开(公告)日：2009-05-21
申请号：US11914692
申请日：2006-05-11
申请人： Jorg Franzke
发明人： Jorg Franzke
IPC分类号： H04M11/00 , H04Q3/545
CPC分类号： H04Q3/54516 , H04Q3/64 , H04Q2213/13003 , H04Q2213/1302 , H04Q2213/13039 , H04Q2213/1304 , H04Q2213/13076 , H04Q2213/13106 , H04Q2213/13203 , H04Q2213/13298 , H04Q2213/1334 , H04Q2213/13349
摘要： The invention relates to a distribution device (1) in the subscriber access area, comprising two changeover devices (2, 3), two switching matrices (4, 5), a DSLAM (6) having associated splitter modules (7), and at least one controller (14), in which the first changeover device (2) comprises m inputs (8), m first outputs (9) and m second outputs (10), with a first and a second output (9, 10) having one associated changeover element (13) by means of which an associated input (8) can be selectively connected to the first or to the second output (9, 10), the second changeover device (3) comprises m first inputs (11), m second inputs (21) and m outputs (23), with a first input (11) and a second input (21) having one associated changeover element (22) by means of which an associated output (23) can be selectively connected to the first or to the second input (11, 21), the first switching matrix (4) has m inputs (12) and n outputs (15), and the second switching matrix (5) has n inputs (19) and m outputs (20), where n

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