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41. 发明申请

US20120321059A1 METHODS AND SYSTEMS FOR MONITORING CONTACT CENTER OPERATIONS 有权
标题翻译：监控联络中心操作的方法和系统
公开(公告)号：US20120321059A1
公开(公告)日：2012-12-20
申请号：US13163946
申请日：2011-06-20
申请人： Neil O'Connor , Paul D'Arcy
发明人： Neil O'Connor , Paul D'Arcy
IPC分类号： H04M11/00 , G06F3/041 , G06K9/00 , H04N7/18 , G09G5/00
CPC分类号： H04N7/141 , G06Q10/06
摘要： A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.
摘要翻译：提供了一个用于监控联络中心操作的控制台。控制台包括用于捕获联络中心环境的视场的相机和用于显示所捕获的视场的屏幕。所述照相机还包括标识符识别模块，用于从显示在所述屏幕上的所捕获的视野中的元素确定标识符; 以及用于将包括所述标识符的请求发送到联络中心服务器并从所述联络中心服务器接收与所述标识符相关联的信息的接口; 其中所述屏幕还被布置为在所述捕获的视场上显示所述信息的叠加，以在所述屏幕上创建所述联络中心环境的增强现实。

42. 发明授权

US08250822B2 Wall framing system, method and product 有权
标题翻译：墙框系统，方法和产品
公开(公告)号：US08250822B2
公开(公告)日：2012-08-28
申请号：US11707629
申请日：2007-02-15
申请人： Neil O'Connor
发明人： Neil O'Connor
IPC分类号： E04F13/04 , E04B9/00
CPC分类号： E04B2/767 , E04B2/7457 , E04B2/825 , F16B2/245 , F16B2/248 , Y10T24/44778
摘要： An improved system, method and product are disclosed for attaching non load-bearing metal wall studs to an overhead metal track in metal stud framing systems used for wall partitioning, in a manner that allows the overhead track to deflect under load without transferring the load to the studs and any attached wall partitions. The system features compression spring attachment products that frictionally engage overlapping flange portions of the track and studs so that any overhead load-induced movements of the track are not transferred from the track to the studs, or to any wall partitions attached to the studs.
摘要翻译：公开了一种改进的系统，方法和产品，用于将非承载金属壁螺柱连接到用于墙壁分隔的金属螺栓框架系统中的顶部金属轨道，以允许架空轨道在负载下偏转而不将负载转移到螺栓和任何附加的墙壁隔板。该系统具有摩擦地接合轨道和螺柱的重叠凸缘部分的压缩弹簧附接产品，使得轨道的任何高架荷载引起的运动不会从轨道传递到螺柱或连接到螺柱的任何壁分隔件。

43. 发明授权

US08498404B2 Methods and systems for monitoring contact center operations 有权
标题翻译：监测联络中心运作的方法和系统
公开(公告)号：US08498404B2
公开(公告)日：2013-07-30
申请号：US13163946
申请日：2011-06-20
申请人： Neil O'Connor , Paul D'Arcy
发明人： Neil O'Connor , Paul D'Arcy
IPC分类号： H04M3/00
CPC分类号： H04N7/141 , G06Q10/06
摘要： A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.
摘要翻译：提供了一个用于监控联络中心操作的控制台。控制台包括用于捕获联络中心环境的视场的相机和用于显示所捕获的视场的屏幕。所述照相机还包括标识符识别模块，用于从显示在所述屏幕上的所捕获的视野中的元素确定标识符; 以及用于将包括所述标识符的请求发送到联络中心服务器并从所述联络中心服务器接收与所述标识符相关联的信息的接口; 其中所述屏幕还被布置为在所述捕获的视场上显示所述信息的叠加，以在所述屏幕上创建所述联络中心环境的增强现实。

44. 发明申请

US20120082303A1 METHOD AND SYSTEM FOR MANAGING A CONTACT CENTER CONFIGURATION 有权
标题翻译：管理接触中心配置的方法和系统
公开(公告)号：US20120082303A1
公开(公告)日：2012-04-05
申请号：US12895735
申请日：2010-09-30
申请人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
发明人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
IPC分类号： H04M3/42
CPC分类号： H04M3/51 , G06Q10/06 , G06Q10/0637 , G06Q10/06375 , G06Q30/01 , H04M3/5175 , H04M2203/401
摘要： A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.
摘要翻译：提供了一种用于适应联络中心配置以实现特定业务目标的系统。所述系统包括用于向用户显示所述联络中心的性能度量的实际状态的表示的显示器，用于使所述用户与所述期望状态进行交互并由此将所述性能度量的表示修改为所需状态的交互式工具，以及一个计算引擎。计算引擎被布置为确定表示的修改的度量并且识别至少一个联络中心配置参数，其如果被调整，则该参数导致表现度量的实际状态的更新更接近于所表示的期望状态通过修改。

45. 发明申请

US20070193187A1 Wall framing system, method and product 有权
标题翻译：墙框系统，方法和产品
公开(公告)号：US20070193187A1
公开(公告)日：2007-08-23
申请号：US11707629
申请日：2007-02-15
申请人： Neil O'Connor
发明人： Neil O'Connor
IPC分类号： E04H12/00
CPC分类号： E04B2/767 , E04B2/7457 , E04B2/825 , F16B2/245 , F16B2/248 , Y10T24/44778
摘要： An improved system, method and product are disclosed for attaching non load-bearing metal wall studs to an overhead metal track in metal stud framing systems used for wall partitioning, in a manner that allows the overhead track to deflect under load without transferring the load to the studs and any attached wall partitions. The system features compression spring attachment products that frictionally engage overlapping flange portions of the track and studs so that any overhead load-induced movements of the track are not transferred from the track to the studs, or to any wall partitions attached to the studs.
摘要翻译：公开了一种改进的系统，方法和产品，用于将非承载金属壁螺柱连接到用于墙壁分隔的金属螺栓框架系统中的顶部金属轨道，以允许架空轨道在负载下偏转而不将负载转移到螺栓和任何附加的墙壁隔板。该系统具有摩擦地接合轨道和螺柱的重叠凸缘部分的压缩弹簧附接产品，使得轨道的任何高架荷载引起的运动不会从轨道传递到螺柱或连接到螺柱的任何壁分隔件。

46. 发明申请

US20120215579A1 METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE 有权
标题翻译：优化联络中心性能的方法与系统
公开(公告)号：US20120215579A1
公开(公告)日：2012-08-23
申请号：US13189633
申请日：2011-07-25
申请人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
发明人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
IPC分类号： G06Q10/00
CPC分类号： G06Q10/00 , G06Q10/063 , H04M3/5175
摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
摘要翻译：公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。提供与联络中心的各个联系人处理资源对应的编程处理对象。每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。

47. 发明授权

US07340249B2 Use of radio data service (RDS) information to automatically access a service provider 有权
标题翻译：使用无线电数据服务（RDS）信息自动访问服务提供商
公开(公告)号：US07340249B2
公开(公告)日：2008-03-04
申请号：US10091072
申请日：2002-03-05
申请人： Thomas Joseph Moran , James Harkin , Neil O'Connor , Paul Enright , Thomas Macnamara
发明人： Thomas Joseph Moran , James Harkin , Neil O'Connor , Paul Enright , Thomas Macnamara
IPC分类号： H04Q7/20
CPC分类号： H04H60/63 , H04H20/34 , H04H60/372 , H04H60/375 , H04H60/85 , H04H60/91 , H04H2201/13 , H04H2201/30 , H04H2201/37 , H04W4/14 , H04W8/26 , H04W48/16 , H04W74/006
摘要： Wireless terminals such as mobile phones which provide cellular communications for example for telephony and short message service (SMS) are well known and more recently such terminals are also able to provide FM radio reception. RDS information received at such a terminal is used to access a service provider via any suitable medium e.g. email, fax, telephone, SMS message, etc. This enables the end user to access the service provider quickly and effectively for example, to purchase a copy of a record heard on the radio or to request information about a product advertised on the radio. Also, the service provider is able to deal with the user interaction effectively because the RDS information can be used to assess the user's requirements for the transaction in advance. In a preferred example, the service provider comprises a contact center such as a call center and the RDS information is used to allocate an appropriate call center agent.
摘要翻译：提供例如用于电话和短消息服务（SMS）的蜂窝通信的移动电话的无线终端是公知的，并且最近这些终端还能够提供FM无线电接收。在这样一个终端接收到的RDS信息用于经由任何合适的媒体访问服务提供商，例如电子邮件，传真，电话，短信等。这使得终端用户能够快速有效地访问服务提供商，例如购买在无线电台上听到的记录的副本，或者请求关于在无线电广告中宣传的产品的信息。此外，服务提供商能够有效地处理用户交互，因为可以使用RDS信息来提前评估用户对交易的要求。在优选示例中，服务提供商包括诸如呼叫中心的联络中心，并且RDS信息用于分配适当的呼叫中心代理。

48. 发明授权

US06798774B1 Transcoder rate controller 有权
标题翻译：转码器速率控制器
公开(公告)号：US06798774B1
公开(公告)日：2004-09-28
申请号：US09636578
申请日：2000-08-10
申请人： Neil O'Connor
发明人： Neil O'Connor
IPC分类号： H04L1228
CPC分类号： H04W88/181
摘要： A transcoder rate controller is provided which carries out tandem free operation (TFO) transcoding on inter-switching controller signals in a data transmission network.
摘要翻译：提供了一种代码转换器速率控制器，其在数据传输网络中的交换间控制器信号上执行串联自由操作（TFO）代码转换。

49. 发明授权

US09542657B2 Method and system for optimizing contact center performance 有权
标题翻译：优化联络中心性能的方法和系统
公开(公告)号：US09542657B2
公开(公告)日：2017-01-10
申请号：US13189633
申请日：2011-07-25
申请人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
发明人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
IPC分类号： G06Q10/00 , H04M3/51 , G06Q10/06
CPC分类号： G06Q10/00 , G06Q10/063 , H04M3/5175
摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
摘要翻译：公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。提供与联络中心的各个联系人处理资源对应的编程处理对象。每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。

50. 发明授权

US08918459B2 Managing instant messenger contacts at a contact center 有权
标题翻译：在联络中心管理即时通讯联络人
公开(公告)号：US08918459B2
公开(公告)日：2014-12-23
申请号：US11858448
申请日：2007-09-20
申请人： Joseph Smyth , Neil O'Connor
发明人： Joseph Smyth , Neil O'Connor
IPC分类号： G06F15/16 , H04M3/51 , H04L12/58 , H04M3/523
CPC分类号： H04L12/581 , H04L51/04 , H04M3/5141 , H04M3/5191 , H04M3/5238 , H04M2203/2011
摘要： Instant messaging contacts received at a contact center are directed to a conference with other such contacts before being allocated to an agent. In this way, customers of the contact center are entertained while waiting and have the ability to resolve one another's problems, thereby reducing the load on the contact center's agents. In another aspect, automated instant messaging scripts interact with the customer to elucidate the nature of the customer contact before directing the contact to a human agent.
摘要翻译：在联络中心收到的即时消息联系人被分配给代理人之前，将其与其他此类联系人进行会议。以这种方式，联络中心的客户在等待的时候会受到欢迎，并有能力解决彼此的问题，从而减少了联络中心代理商的负担。另一方面，自动化即时消息脚本与客户交互以在将联系人引导到人类代理之前阐明客户联系的性质。

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