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11. 发明申请

US20090006550A1 SYSTEM AND METHOD FOR PROVIDING AGENT MANAGED SUPPORT VIA INSTANT MESSAGING 有权
标题翻译：通过即时消息提供代理管理支持的系统和方法
公开(公告)号：US20090006550A1
公开(公告)日：2009-01-01
申请号：US11771184
申请日：2007-06-29
申请人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Bipin Sakamuri , Amar Nageswaram , Nikhil Goel
发明人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Bipin Sakamuri , Amar Nageswaram , Nikhil Goel
IPC分类号： G06F15/16
CPC分类号： G06Q30/02
摘要： An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.
摘要翻译：公开了一种用于提供管理聊天会话的方法。代理与用户建立聊天会话以进行客户支持。通过聊天会话接收来自用户的信息，其中该信息用于确定在聊天会话期间通过聊天会话呈现给用户的定制内容。

12. 发明申请

US20090006549A1 SYSTEM AND METHOD FOR PROVIDING A COMMUNITY PORTAL FOR CHAT-BASED SUPPORT SERVICES 有权
标题翻译：提供基于CHAT的支持服务的社区门户的系统和方法
公开(公告)号：US20090006549A1
公开(公告)日：2009-01-01
申请号：US11771144
申请日：2007-06-29
申请人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Nikhil Goel , Amar Nageswaram
发明人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Nikhil Goel , Amar Nageswaram
IPC分类号： G06F15/16
CPC分类号： G06Q10/10 , G06F17/30675 , G06Q10/101 , G06Q30/016 , G06Q30/06 , G06Q30/08 , Y10S707/99933
摘要： An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.
摘要翻译：公开了一种用于为基于聊天的支持服务提供社区门户的方法。在多个用户和一个或多个代理之间建立与客户支持服务相对应的聊天会话。用户社区在聊天会话期间创建。

13. 发明授权

US09202196B2 Rule-based tracking of products based on intelligent identifiers 有权
标题翻译：基于智能标识符的基于规则的产品跟踪
公开(公告)号：US09202196B2
公开(公告)日：2015-12-01
申请号：US13102361
申请日：2011-05-06
申请人： Amit Singh , Chad Young , Rupesh Kumar , John Taneyhill , Dinyar Kavouspour , Fariborz Ebrahimi
发明人： Amit Singh , Chad Young , Rupesh Kumar , John Taneyhill , Dinyar Kavouspour , Fariborz Ebrahimi
IPC分类号： G08B13/14 , G06Q10/08 , G07D11/00 , G07C5/00 , H04L29/08 , G08B13/24 , G06K17/00 , G07F17/24
CPC分类号： G06Q10/087 , G06K2017/0045 , G07C5/008 , G07D11/0066 , G07F17/246 , G08B13/248 , H04L67/12
摘要： A method comprising receiving radio frequency tracker identifiers stored by tags associated with items; evaluating the radio frequency tracker identifiers based on radio frequency tracker identifiers previously received or concurrently received; identifying one or more radio frequency tracker identifiers based on the evaluating; selecting a rule from a set of rules when it is determined that an event occurred with respect to the identified one or more radio frequency tracker identifiers, wherein the set of rules correlates with information included in the radio frequency tracker identifiers and the selected rule pertains to an occurrence of the event; selecting a responsive action based on the selected rule; and generating a notification defined by the selected responsive action.
摘要翻译：一种方法，包括接收由与物品相关联的标签存储的射频跟踪器标识符; 基于先前接收或同时接收的射频跟踪器标识来评估射频跟踪器标识符; 基于所述评估识别一个或多个射频跟踪器标识符; 当确定相对于所识别的一个或多个射频跟踪器标识符发生事件时，从一组规则中选择规则，其中该组规则与包括在射频跟踪器标识符中的信息相关联，并且所选择的规则属于发生事件; 基于所选择的规则选择响应动作; 以及生成由所选择的响应动作定义的通知。

14. 发明授权

US09177283B2 System and method for providing a community portal for chat-based support services 有权
标题翻译：为基于聊天的支持服务提供社区门户的系统和方法
公开(公告)号：US09177283B2
公开(公告)日：2015-11-03
申请号：US11771144
申请日：2007-06-29
申请人： Amit Singh , Fariborz Ebrahimi , Dinyar Kavouspour , Nikhil Goel , Amar Nageswaram
发明人： Amit Singh , Fariborz Ebrahimi , Dinyar Kavouspour , Nikhil Goel , Amar Nageswaram
IPC分类号： G06Q10/10 , G06Q30/00 , G06Q30/08 , G06F17/30 , G06Q30/06
CPC分类号： G06Q10/10 , G06F17/30675 , G06Q10/101 , G06Q30/016 , G06Q30/06 , G06Q30/08 , Y10S707/99933
摘要： An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.
摘要翻译：公开了一种用于为基于聊天的支持服务提供社区门户的方法。在多个用户和一个或多个代理之间建立与客户支持服务相对应的聊天会话。用户社区在聊天会话期间创建。

15. 发明申请

US20130003957A1 GUIDING CALLS VIA GRAPHICAL USER INTERFACE 有权
标题翻译：通过图形用户界面指导
公开(公告)号：US20130003957A1
公开(公告)日：2013-01-03
申请号：US13173265
申请日：2011-06-30
申请人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
发明人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
IPC分类号： H04M3/42
CPC分类号： H04M3/5166 , H04M3/493 , H04M2203/252
摘要： A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.
摘要翻译：用户设备可以经由图形用户界面显示与由交互式语音响应（IVR）系统用于转发呼叫的语音菜单相关联的问题。用户设备可以经由图形用户界面获得用户对问题的响应。此外，用户设备可以向远程设备发送与用户对问题的响应相对应的信息。远程设备可以查询IVR系统来识别呼叫中心中的呼叫中心，其配置文件与信息匹配，从IVR系统获取呼叫代理的联系人信息，并将联系人信息发送给用户设备。此外，用户设备可以从远程设备接收联系人信息，并经由图形用户界面显示联系人信息。

16. 发明授权

US07680797B1 Methods and systems for providing a data access layer 失效
标题翻译：用于提供数据访问层的方法和系统
公开(公告)号：US07680797B1
公开(公告)日：2010-03-16
申请号：US10897744
申请日：2004-07-23
申请人： Amit Singh , Tao Yang , Fariborz Ebrahimi , Akash Jain , Mohammad Azzam
发明人： Amit Singh , Tao Yang , Fariborz Ebrahimi , Akash Jain , Mohammad Azzam
IPC分类号： G06F17/30
CPC分类号： G06F17/3048
摘要： A preferred system for providing data access comprises an application program interface configured to delegate a request to at least one service providers also included in the system. The service providers may include a synchronization manager configured to maintain, based upon the request, data consistency between a first server containing the service providers and a second server and a cache manager configured to cache, based upon the request, a portion of a database query. In addition, the service providers may include a pre-fetch service configured to anticipate a database query, perform the anticipated query, and cache the results of the anticipated query, and a security manager configured to determine a restriction on the request based upon a role of a user associated with the request.
摘要翻译：用于提供数据访问的优选系统包括被配置为将请求委托给也包括在系统中的至少一个服务提供商的应用程序接口。服务提供商可以包括配置为基于请求维护包含服务提供商的第一服务器与第二服务器之间的数据一致性的配置以及配置为基于该请求来缓存数据库查询的一部分的高速缓存管理器的同步管理器。另外，服务提供商可以包括配置为预测数据库查询，执行预期查询和缓存预期查询的结果的预取服务，以及被配置为基于角色来确定对请求的限制的安全管理器与请求相关联的用户。

17. 发明申请

US20090006172A1 SYSTEM AND METHOD FOR PROVIDING WORKFLOW MONITORING 审中-公开
标题翻译：用于提供工作流监测的系统和方法
公开(公告)号：US20090006172A1
公开(公告)日：2009-01-01
申请号：US11771093
申请日：2007-06-29
申请人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Abhijit Adhyapak , Srinivas Halembar
发明人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Abhijit Adhyapak , Srinivas Halembar
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/06316 , G06Q10/0633
摘要： An approach is disclosed for providing a workflow monitoring system. Monitoring is performed for a non-occurrence of a successful movement by an object through a workflow that includes a plurality of activities. A task corresponding to the object is generated to specify non-movement through the workflow.
摘要翻译：公开了一种用于提供工作流监控系统的方法。执行监视以使对象通过包括多个活动的工作流不成功地移动。生成与该对象相对应的任务，以指定通过该工作流的不移动。

18. 发明申请

US20090003576A1 SYSTEM AND METHOD FOR PROVIDING CALL AND CHAT CONFERENCING 失效
标题翻译：用于提供呼叫和配对的系统和方法
公开(公告)号：US20090003576A1
公开(公告)日：2009-01-01
申请号：US11770969
申请日：2007-06-29
申请人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Bipin Sakamuri , Amar Nageswaram
发明人： Amit SINGH , Fariborz Ebrahimi , Dinyar Kavouspour , Bipin Sakamuri , Amar Nageswaram
IPC分类号： H04M3/42 , G06F15/16
CPC分类号： H04M3/567 , G06Q10/107 , H04M3/42221 , H04M3/5322 , H04M7/0045 , H04M2201/38 , H04M2201/60
摘要： An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.
摘要翻译：公开了一种用于提供集成呼叫和聊天会议系统的方法。第一参与者加入会议，其中第一参与者通过语音会话进行通信。语音会话被转换为文本流并存储。第二个参与者加入会议，其中第二个参与者通过聊天会话进行通信。存储的转换文本流被呈现给第二参与者。

19. 发明申请

US20120060096A1 Methods and Systems for Managing Support Cases Based on Support Issues Received by way of Social Media Outlets 有权
标题翻译：基于社会媒体出口的支持问题管理支持案例的方法与系统
公开(公告)号：US20120060096A1
公开(公告)日：2012-03-08
申请号：US12876359
申请日：2010-09-07
申请人： Chethan Makam , Swapneel H. Desai , Gurucharan Manadavadiprakash , Vittal Gunturu , Zouhair Sebati , Fariborz Ebrahimi
发明人： Chethan Makam , Swapneel H. Desai , Gurucharan Manadavadiprakash , Vittal Gunturu , Zouhair Sebati , Fariborz Ebrahimi
IPC分类号： G06F3/01 , G06F17/30 , G06F15/16
CPC分类号： G06Q50/01 , G06Q30/00
摘要： Exemplary systems and methods for managing support cases based on support issues received by way of social media outlets are disclosed. An exemplary method includes a social media management subsystem receiving data representative of a support issue by way of a social media outlet, establishing a support case based on the support issue, displaying a portal configured to facilitate management of a plurality of support cases including the support case, receiving a request to assign the support case to one or more backend support subsystems, transmitting data representative of the support case to the one or more backend support subsystems, and monitoring one or more actions performed by the one or more backend support subsystems to address the support issue. Corresponding methods and systems are also disclosed.
摘要翻译：公开了基于通过社交媒体收到的支持问题来管理支持案例的示例性系统和方法。一种示例性方法包括社交媒体管理子系统，其通过社交媒体插座接收表示支持问题的数据，基于支持问题建立支持情况，显示被配置为便于管理多个支持案例的门户，包括支持将所述支持案例分配给一个或多个后端支持子系统的请求，将表示所述支持案例的数据发送到所述一个或多个后端支持子系统，以及监视由所述一个或多个后端支持子系统执行的一个或多个动作，解决支持问题。还公开了相应的方法和系统。

20. 发明授权

US07647370B1 Screen scraping interface 有权
标题翻译：屏幕刮擦界面
公开(公告)号：US07647370B1
公开(公告)日：2010-01-12
申请号：US10693706
申请日：2003-10-24
申请人： Youzhong Liu , Tao Pan , Kaushhik Pillalamarri , Khaldoun Sabagh , Fariborz Ebrahimi
发明人： Youzhong Liu , Tao Pan , Kaushhik Pillalamarri , Khaldoun Sabagh , Fariborz Ebrahimi
IPC分类号： G06F15/16
CPC分类号： H04L67/08 , H04L67/02 , H04L67/14 , H04L67/142 , H04L69/22
摘要： An interface can serve as a client-mainframe interface, enabling clients to develop applications without a need to understand mainframe processes and screen flows. Extended Tool Command Language (Tcl) can define services that can include a series of interactions with a mainframe system and service definitions can be added or updated on the interface during operation of the interface without disrupting processing. The service definitions can enable the interface to receive XML requests from a client, parse the XML requests, execute the service scripts to interact with the mainframe systems, generate the result in a XML format and send the XML file back to the client. Fundamental Mainframe Interactions (FMI) commands can interact with the mainframe systems and enable the specification of the XML structure of the request and response. The interface can provide efficient connection pooling management and connection life cycle control to improve the performance of the mainframe system interactions.
摘要翻译：接口可以作为客户机 - 主机接口，使客户端能够开发应用程序，而无需了解主机进程和屏幕流程。扩展工具命令语言（Tcl）可以定义可以包括与主机系统的一系列交互的服务，并且可以在接口操作期间在接口上添加或更新服务定义，而不会中断处理。服务定义可以使接口能够从客户端接收XML请求，解析XML请求，执行服务脚本与大型机系统进行交互，以XML格式生成结果并将XML文件发送回客户端。基本的主机交互（FMI）命令可以与大型机系统进行交互，并且能够指定请求和响应的XML结构。该接口可以提供高效的连接池管理和连接生命周期控制，以提高大型机系统交互的性能。

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