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21. 发明授权

US07349535B2 Method and system for automatic call distribution based on location information for call center agents 有权
标题翻译：基于呼叫中心代理的位置信息的自动呼叫分配方法和系统
公开(公告)号：US07349535B2
公开(公告)日：2008-03-25
申请号：US10792364
申请日：2004-03-03
申请人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri
发明人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri
IPC分类号： H04M3/523 , H04Q7/20
CPC分类号： H04M3/5232 , H04M3/5233 , H04M2242/30
摘要： A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.
摘要翻译：一种用于分配自动呼叫分配器系统的呼叫的方法包括确定呼叫中心处的代理的位置信息。该方法还包括至少部分地基于位置信息将与代理之一的连接的请求路由到代理之一。一种用于在呼叫中心中管理代理的方法包括确定呼叫中心中的多个代理的位置信息。该方法还包括响应于至少一个与代理之一的连接的请求，向至少一个请求代理移动到新位置的代理传达消息。

22. 发明授权

US06707821B1 Time-sensitive-packet jitter and latency minimization on a shared data link 有权
标题翻译：共享数据链路上的时间敏感数据包抖动和延迟最小化
公开(公告)号：US06707821B1
公开(公告)日：2004-03-16
申请号：US09614536
申请日：2000-07-11
申请人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
发明人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
IPC分类号： H04L1226
CPC分类号： H04L47/2441 , H04L47/2416 , H04L47/245 , H04L47/50
摘要： A system and method are disclosed for interleaving time-critical packets and lower-priority packets onto a common data link. A packet arrival prediction mechanism predicts when a time-critical packet is expected to arrive. When transmission of a waiting lower-priority packet might cause a substantial delay in the expected time-critical packet's transmission, the lower-priority packet is parked until it can be transmitted without interfering with a time-critical packet.
摘要翻译：公开了一种用于将时间关键分组和较低优先级分组交织到公共数据链路上的系统和方法。分组到达预测机制预测何时预计到达时间关键分组。当等待的较低优先级分组的传输可能导致预期的时间关键分组的传输中的实质性延迟时，优先级较低的分组被停放，直到其可以被传输而不干扰时间关键分组。

23. 发明申请

US20090216835A1 GROUP MUTE 审中-公开
标题翻译：集团静音
公开(公告)号：US20090216835A1
公开(公告)日：2009-08-27
申请号：US12035593
申请日：2008-02-22
申请人： Mukul Jain , Joseph F. Khouri , Laurent Philonenko , Shmuel Shaffer , Shantanu Sarkar
发明人： Mukul Jain , Joseph F. Khouri , Laurent Philonenko , Shmuel Shaffer , Shantanu Sarkar
IPC分类号： G06F15/16
CPC分类号： G06Q10/10
摘要： In an example embodiment, a technique that allows members of a group at multiple locations to have private conversations within members of the group while participating in a conference call. Group members are defined and divided into virtual conference rooms. When a group mute is requested, signals originating from members of the group are distributed to locations where group members are present, while all participants of the conference call, including the members of the muted group, receive un-muted media signals.
摘要翻译：在示例实施例中，允许在多个位置处的组的成员在参与电话会议期间在该组中的成员内进行私有会话的技术。组成员被定义并分为虚拟会议室。当请求组静音时，来自组成员的信号被分发到组成员存在的位置，而电话会议的所有参与者（包括静音组的成员）都接收未静音的媒体信号。

24. 发明授权

US07551603B1 Time-sensitive-packet jitter and latency minimization on a shared data link 有权
标题翻译：共享数据链路上的时间敏感数据包抖动和延迟最小化
公开(公告)号：US07551603B1
公开(公告)日：2009-06-23
申请号：US10765421
申请日：2004-01-27
申请人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
发明人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
IPC分类号： H04L12/26 , H04J3/14 , G08C15/00 , G06F11/00 , G01R31/08
CPC分类号： H04L47/2441 , H04L47/2416 , H04L47/245 , H04L47/50
摘要： A system and method are disclosed for interleaving time-critical packets and lower-priority packets onto a common data link. A packet arrival prediction mechanism predicts when a time-critical packet is expected to arrive. When transmission of a waiting lower-priority packet might cause a substantial delay in the expected time-critical packet's transmission, the lower-priority packet is parked until it can be transmitted without interfering with a time-critical packet.
摘要翻译：公开了一种用于将时间关键分组和较低优先级分组交织到公共数据链路上的系统和方法。分组到达预测机制预测何时预计到达时间关键分组。当等待的较低优先级分组的传输可能导致预期的时间关键分组的传输中的实质性延迟时，优先级较低的分组被停放，直到其可以被传输而不干扰时间关键分组。

25. 发明授权

US07035734B2 Method and system for communicating navigation information 有权
标题翻译：导航信息通讯方法及系统
公开(公告)号：US07035734B2
公开(公告)日：2006-04-25
申请号：US10732725
申请日：2003-12-10
申请人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri , Bich Tu Nguyen
发明人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri , Bich Tu Nguyen
IPC分类号： G01C21/26 , G01C21/30
CPC分类号： G08G1/096811 , G01C21/3492 , G08G1/096844 , G08G1/096872
摘要： A method for communicating navigation information includes receiving destination information from a user. The destination information comprises a desired destination of the user. The method includes determining a first route to the destination and communicating the first route to the user. The method includes monitoring position information of a plurality of vehicles and identifying an area causing traffic delay using the position information of the plurality of vehicles. The method also includes determining a second route to the destination to avoid the area and communicating the second route to the user.
摘要翻译：用于传送导航信息的方法包括从用户接收目的地信息。目的地信息包括用户的期望目的地。该方法包括确定到目的地的第一路由并将第一路由传送给用户。该方法包括使用多个车辆的位置信息来监视多个车辆的位置信息并且识别引起交通延误的区域。该方法还包括确定到目的地的第二路由以避免该区域并将第二路由传送给用户。

26. 发明授权

US06665396B1 Call hold manager system and method 有权
标题翻译：呼叫保持管理系统和方法
公开(公告)号：US06665396B1
公开(公告)日：2003-12-16
申请号：US09680653
申请日：2000-10-06
申请人： Joseph F. Khouri , Shmuel Shaffer
发明人： Joseph F. Khouri , Shmuel Shaffer
IPC分类号： H04M300
CPC分类号： H04M3/523 , H04M3/428 , H04M2203/2011 , H04M2242/06
摘要： A communications system having a module operable to a establish a communication channel coupling a terminal unit and a device, in response to a request from the device, is provided. A proxy system may be coupled with the module. In a particular embodiment, the proxy system is operable to receive the request from the device, and create a proxy agent if the terminal unit is unavailable. The proxy agent may also be operable to maintain a position in a queueing system for the device until the terminal unit becomes available. In another embodiment, the proxy system may be operable to notify the device when the terminal unit is available. The communications system may also include an interactive voice response system operable to collect information from the device. The information collected from the device may be used to establish a status, or priority of the request for a connection.
摘要翻译：提供了一种具有可操作以响应于来自设备的请求建立耦合终端单元和设备的通信信道的模块的通信系统。代理系统可以与模块耦合。在特定实施例中，代理系统可操作以从设备接收请求，并且如果终端单元不可用则创建代理代理。代理代理还可以用于维持设备的排队系统中的位置，直到终端单元变得可用。在另一个实施例中，代理系统可用于在终端单元可用时通知设备。通信系统还可以包括可操作以从设备收集信息的交互式语音响应系统。从设备收集的信息可以用于建立连接请求的状态或优先级。

27. 发明授权

US08081749B1 System and method for integrated queue management 有权
标题翻译：集成队列管理的系统和方法
公开(公告)号：US08081749B1
公开(公告)日：2011-12-20
申请号：US10847603
申请日：2004-05-17
申请人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
发明人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04L51/046 , H04M3/5166 , H04M2201/14
摘要： A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.
摘要翻译：提供了一种用于集成队列管理的系统和方法。该方法可以包括从用户接收对多个代理之一的连接的请求。如果多个代理不可用，则对连接的请求可以排队。可以从用户接收到延迟与多个代理之一的连接的请求。根据本发明的特定实施例，延迟与多个代理之一的连接。可以从用户接收到在队列中继续的请求。最后，用户可以与多个代理之一连接。

28. 发明授权

US07904760B2 Method and system for using presence information in error notification 有权
标题翻译：在错误通知中使用存在信息的方法和系统
公开(公告)号：US07904760B2
公开(公告)日：2011-03-08
申请号：US11176836
申请日：2005-07-06
申请人： Shmuel Shaffer , Joseph F. Khouri , Gebran G. Chahrouri , Labhesh Patel
发明人： Shmuel Shaffer , Joseph F. Khouri , Gebran G. Chahrouri , Labhesh Patel
IPC分类号： G06F11/00
CPC分类号： G06F11/0784 , G06F11/0709 , G06Q10/00 , H04L12/66
摘要： A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.
摘要翻译：在错误通知中使用存在信息的方法包括检测与软件系统的操作有关的错误，并且响应于检测到错误来执行工作流程以确定错误传输信息指令。该方法包括使用存在信息来识别用于接收错误信息的一个或多个目标，基于工作流的执行并将错误信息发送到一个或多个识别的目标。

29. 发明授权

US07606360B2 Automated system and method for handling human and caller queues 有权
标题翻译：用于处理人员和呼叫者队列的自动化系统和方法
公开(公告)号：US07606360B2
公开(公告)日：2009-10-20
申请号：US11444851
申请日：2006-05-31
申请人： Labhesh Patel , Sanjeev Kumar , Mukul Jain , Joseph F. Khouri , Shmuel Shaffer
发明人： Labhesh Patel , Sanjeev Kumar , Mukul Jain , Joseph F. Khouri , Shmuel Shaffer
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5236 , H04M3/5238
摘要： A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket dispenser coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
摘要翻译：用于处理从最终用户接收的服务请求的系统，包括电话呼叫者和实际存在于分支机构或商店的人员。该系统包括ACD和与ACD耦合的售票机。售票机可操作以首先向在分支或存储处请求服务的每个人分配具有标识符的票，然后将该标识符电子地传达给ACD。 ACD包括一个或多个队列来订购从电话呼叫者和标识符接收的呼叫。 ACD根据算法将呼叫或个人路由到可用代理。要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

30. 发明申请

US20090024389A1 Text oriented, user-friendly editing of a voicemail message 有权
标题翻译：以文字为导向，方便用户编辑语音邮件
公开(公告)号：US20090024389A1
公开(公告)日：2009-01-22
申请号：US11880152
申请日：2007-07-20
申请人： Joseph F. Khouri , Laurent Philonenko , Mukul Jain , Shmuel Shaffer
发明人： Joseph F. Khouri , Laurent Philonenko , Mukul Jain , Shmuel Shaffer
IPC分类号： G10L15/26
CPC分类号： G11B27/036 , G10L2015/088 , G11B27/28 , H04M3/53383 , H04M2201/39 , H04M2201/40 , H04M2201/42 , H04M2203/4509 , H04M2203/4554
摘要： A system in one embodiment includes a server associated with a unified messaging system (UMS). The server records speech of a user as an audio data file, translates the audio data file into a text data file, and maps each word within the text data file to a corresponding segment of audio data in the audio data file. A graphical user interface (GUI) of a message editor running on an endpoint associated with the user displays the text data file on the endpoint and allows the user to identify a portion of the text data file for replacement. The server being further operable to record new speech of the user as new audio data and to replace one or more segments of the audio data file corresponding to the portion of the text with the new audio data.
摘要翻译：一个实施例中的系统包括与统一消息系统（UMS）相关联的服务器。服务器将用户的语音记录为音频数据文件，将音频数据文件转换为文本数据文件，并将文本数据文件中的每个单词映射到音频数据文件中的相应音频数据段。在与用户相关联的端点上运行的消息编辑器的图形用户界面（GUI）在端点上显示文本数据文件，并允许用户识别文本数据文件的一部分以供替换。服务器进一步可操作以将用户的新语音记录为新的音频数据，并用新的音频数据替换对应于文本部分的音频数据文件的一个或多个片段。

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