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81. 发明授权

US08442208B2 Method and system for transferring an automatic call distributor call 有权
标题翻译：用于传送自动呼叫分配器呼叫的方法和系统
公开(公告)号：US08442208B2
公开(公告)日：2013-05-14
申请号：US11210064
申请日：2005-08-23
申请人： Shmuel Shaffer , Balaji Sundara , Labhesh Patel , Denise G. Caballero-McCann
发明人： Shmuel Shaffer , Balaji Sundara , Labhesh Patel , Denise G. Caballero-McCann
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04L65/80 , H04M3/2236
摘要： A method for transferring an automatic call distributor call includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes receiving a transfer request to transfer the call to a supervisor and selecting an available supervisor to receive the call. The available supervisor comprises a supervisor not in an uninterruptible state. The method includes transferring the call to the selected available supervisor.
摘要翻译：一种用于传送自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫，并将呼叫分发给多个代理的第一代理进行处理。该方法包括接收传送请求以将呼叫传送给主管，并选择可用主管接收呼叫。可用的主管包括不处于不间断状态的主管。该方法包括将呼叫转移到所选择的可用主管。

82. 发明授权

US08286183B2 Techniques for task management using presence 有权
标题翻译：使用存在的任务管理技术
公开(公告)号：US08286183B2
公开(公告)日：2012-10-09
申请号：US11255828
申请日：2005-10-22
申请人： Randall Baird , Labhesh Patel , Denise Caballero-Mccann , Shmuel Shaffer
发明人： Randall Baird , Labhesh Patel , Denise Caballero-Mccann , Shmuel Shaffer
IPC分类号： G06F9/46 , H04L12/16
CPC分类号： G06Q10/06 , G06Q10/109
摘要： Techniques for scheduling a task include receiving task data and quorum data. Task data describes tasks to be performed by one or more participants. Quorum data indicates a participant set of one or more participants to perform each task. Current user data may also be received. Current user data describes a current task set of one or more tasks currently being performed by a particular participant. Either or both of the task data and the current user data describe interruptibility through a particular medium of a plurality of communications media. A particular time interval to schedule a particular task is determined based at least in part on the interruptibility of the task or the particular participant. These techniques allow either or both unscheduled tasks and previously scheduled tasks to be moved to time intervals that overlap other scheduled tasks, including tasks currently being performed by a participant.
摘要翻译：用于调度任务的技术包括接收任务数据和法定数据。任务数据描述要由一个或多个参与者执行的任务。法定人数数据表示执行每项任务的一个或多个参与者的参与者组。还可以接收当前用户数据。当前用户数据描述当前由特定参与者执行的一个或多个任务的当前任务集。任务数据和当前用户数据中的一个或两个都描述了通过多个通信介质的特定介质的中断。至少部分地基于任务或特定参与者的中断来确定调度特定任务的特定时间间隔。这些技术允许任何一个或两个非预定任务或先前调度的任务移动到与其他计划任务重叠的时间间隔，包括当前由参与者执行的任务。

83. 发明授权

US08284920B2 Method and system for transferring a call at an automatic call distribution system 有权
标题翻译：用于在自动呼叫分配系统中传送呼叫的方法和系统
公开(公告)号：US08284920B2
公开(公告)日：2012-10-09
申请号：US11076896
申请日：2005-03-10
申请人： Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
发明人： Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
IPC分类号： H04M3/42 , H04M3/00
CPC分类号： H04M3/58 , H04M3/51 , H04M3/56
摘要： A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.
摘要翻译：一种用于在自动呼叫分配系统中传送呼叫的方法包括从呼叫者接收呼叫以与多个代理中的一个进行连接，并将呼叫连接到多个代理的所选择的第一代理。该方法包括在维持第一代理和呼叫者之间的通信的同时，接收将呼叫转移到多个代理中的另一个代理并请求多个代理的第二代理接收呼叫转移的请求。该方法还包括通知第一代理人选择第二代理以接收呼叫转移并将呼叫转移给第二代理。

84. 发明授权

US08175257B1 Method and apparatus for scheduling automatic call distribution system callers 有权
标题翻译：调度自动呼叫分配系统呼叫者的方法和装置
公开(公告)号：US08175257B1
公开(公告)日：2012-05-08
申请号：US09872688
申请日：2001-05-31
申请人： Shmuel Shaffer , Labhesh Patel
发明人： Shmuel Shaffer , Labhesh Patel
IPC分类号： H04M3/00
CPC分类号： H04M3/5238
摘要： A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a caller, and receive an indication that the caller is to speak with one of a plurality of agents. The system and method inform the caller of a delay before the caller can speak to one of the plurality of agents and offers the caller an opportunity to establish a reservation to call back at a particular time. The system and method receive an indication that the caller would like to accept the reservation. The system and method provide the caller with a reservation code, and inform the caller to call back at the particular time.
摘要翻译：提供了一种系统和方法，用于减少呼叫者等待与自动呼叫分配系统中的代理人通话的等待时间。系统和方法接收来自呼叫者的呼叫，并且接收呼叫者与多个代理之一通话的指示。该系统和方法在呼叫者可以与多个代理之一通话之前通知呼叫者延迟，并且向呼叫者提供建立在特定时间回叫的预约的机会。系统和方法接收到呼叫者希望接受预约的指示。系统和方法为呼叫者提供预留代码，并且在特定时间通知呼叫者回呼。

85. 发明授权

US08005912B2 System and method for presence notification for video projection status 有权
标题翻译：用于视频投影状态的存在通知的系统和方法
公开(公告)号：US08005912B2
公开(公告)日：2011-08-23
申请号：US11356896
申请日：2006-02-17
申请人： Christopher E. Pearce , Randall B. Baird , Fadi R. Jabbour , Joseph F. Khouri , Labhesh Patel , Shmuel Shaffer
发明人： Christopher E. Pearce , Randall B. Baird , Fadi R. Jabbour , Joseph F. Khouri , Labhesh Patel , Shmuel Shaffer
IPC分类号： G06F15/16
CPC分类号： G06Q10/107
摘要： In accordance with one embodiment of the present invention, a method is provided for communicating a presence notification to an end-point of a demand-based messaging system. The method includes monitoring an auxiliary output port for a video signal; detecting a video signal on the auxiliary output port; and reporting a video projection status to the end-point. In additional or alternative embodiments of the method, the method may include receiving a message from the end-point and blocking the message from being displayed on the auxiliary output port. In yet another additional or alternative embodiment of the method, the method may include sending a message to the end-point indicating that the message has been blocked.
摘要翻译：根据本发明的一个实施例，提供了一种用于将存在通知传送到基于需求的消息收发系统的端点的方法。该方法包括监视视频信号的辅助输出端口; 检测辅助输出端口上的视频信号; 并将视频投影状态报告给终点。在该方法的附加或替代实施例中，该方法可以包括从端点接收消息并阻止消息被显示在辅助输出端口上。在该方法的另一个或替代实施例中，该方法可以包括向端点发送消息，指示消息已经被阻塞。

86. 发明授权

US07970117B2 Method and system for handling calls at an automatic call distributor 有权
标题翻译：用于在自动呼叫分配器处理呼叫的方法和系统
公开(公告)号：US07970117B2
公开(公告)日：2011-06-28
申请号：US11184109
申请日：2005-07-18
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin R. Eppel
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin R. Eppel
IPC分类号： H04M5/00
CPC分类号： H04M3/523
摘要： A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
摘要翻译：一种用于在自动呼叫分配器处理呼叫的方法包括从第一呼叫者接收第一呼叫以分发给多个代理之一，并从第一呼叫者接收与第一呼叫相关联的第一请求。该方法包括将第一请求链接到与一个或多个附加呼叫者的一个或多个附加呼叫相关联的一个或多个附加请求。该方法还包括分发用于处理多个代理的第一代理的第一呼叫和与链接到第一请求的一个或多个附加请求相关联的一个或多个附加呼叫。

87. 发明授权

US07929678B2 Method and system for managing conference resources 有权
标题翻译：管理会议资源的方法和系统
公开(公告)号：US07929678B2
公开(公告)日：2011-04-19
申请号：US11190778
申请日：2005-07-27
申请人： Shmuel Shaffer , Labhesh Patel , Steven L. Christenson
发明人： Shmuel Shaffer , Labhesh Patel , Steven L. Christenson
IPC分类号： H04M3/42
CPC分类号： H04M3/42348 , H04M3/487 , H04M3/56 , H04M2203/5054 , H04M2242/15
摘要： A method for managing conference resources includes receiving from an endpoint of a user a call to join a multipoint conference between a plurality of participants. Each participant communicates on the multipoint conference through a respective endpoint. The method includes determining that an insufficient amount of resources exist to allow the user to communicate on the multipoint conference and determining participation instructions to enable the user to communicate on the multipoint conference. The method also includes communicating the participation instructions. Location information associated with the user and location information associated with at least one of the plurality of participants may be used to determine the participation instructions to enable the user to communicate on the multipoint conference.
摘要翻译：用于管理会议资源的方法包括从用户的端点接收在多个参与者之间加入多点会议的呼叫。每个参与者通过相应的端点在多点会议上进行通信。该方法包括确定存在不足的资源量以允许用户在多点会议上进行通信并且确定参与指令以使得用户能够在多点会议上进行通信。该方法还包括通信参与指令。可以使用与用户相关联的位置信息和与多个参与者中的至少一个相关联的位置信息来确定参与指令以使得用户能够在多点会议上进行通信。

88. 发明授权

US07848510B2 Method and system for recording automatic call distributor calls 有权
标题翻译：记录自动呼叫分配器呼叫的方法和系统
公开(公告)号：US07848510B2
公开(公告)日：2010-12-07
申请号：US11187423
申请日：2005-07-22
申请人： Shmuel Shaffer , Labhesh Patel , Robert T. Bell , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Robert T. Bell , Shantanu Sarkar
IPC分类号： H04M3/02
CPC分类号： H04M3/523 , H04M3/382 , H04M3/42221
摘要： A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.
摘要翻译：用于记录自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫并将该呼叫分发到多个代理的第一代理进行处理。该方法包括创建与用于记录验证的呼叫相关联的呼叫签名并将呼叫的通信记录到记录文件。该方法还包括将呼叫签名嵌入到记录文件中。

89. 发明授权

US07602704B2 System and method for providing fault tolerant IP services 有权
标题翻译：提供容错IP服务的系统和方法
公开(公告)号：US07602704B2
公开(公告)日：2009-10-13
申请号：US10225391
申请日：2002-08-20
申请人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
IPC分类号： G01R31/08
CPC分类号： H04L65/1043 , H04L29/06027 , H04L65/103 , H04L65/104 , H04L65/1083 , H04L65/604 , H04M3/2254 , H04M7/006 , H04M7/1295 , H04M2207/203
摘要： A system and method for providing fault tolerant IP services includes establishing a first communication session between an originating telephony device and an application server, through a primary call manager. Failure of the primary call manager may be detected. A second communication session between the application server and a destination telephony device may be established via a back-up call manager. The first communication and the second communication session may be coupled at the application server to establish two-way communication between the originating telephony device and the destination telephony device.
摘要翻译：用于提供容错IP服务的系统和方法包括通过主呼叫管理器在始发电话设备和应用服务器之间建立第一通信会话。可以检测到主呼叫管理器的故障。可以经由备用呼叫管理器建立应用服务器和目的地电话设备之间的第二通信会话。第一通信和第二通信会话可以在应用服务器处耦合以在始发电话设备和目的地电话设备之间建立双向通信。

90. 发明授权

US07523859B2 System and method for securing transactions in a contact center environment 有权
标题翻译：用于在联络中心环境中保护交易的系统和方法
公开(公告)号：US07523859B2
公开(公告)日：2009-04-28
申请号：US11860705
申请日：2007-09-25
申请人： Labhesh Patel , Shmuel Shaffer , Cullen Jennings , Shantanu Sarkar
发明人： Labhesh Patel , Shmuel Shaffer , Cullen Jennings , Shantanu Sarkar
IPC分类号： G06K5/00
CPC分类号： G06Q20/403 , G06Q20/10 , G06Q20/12 , G06Q20/382
摘要： A system and method for protecting confidential user information employed in an electronic transaction. The system and method provide for associating an expiration time/time period, use or other use-limiting authorization indicator with a credit card or other user information to be transferred to a user information recipient, in conjunction with a product/service payment or other business transaction with a hosted contact center. Embodiments of the invention further provide for forming a limited-use indicator, such as a use-limiting token, by associating a transaction agent indicator and a use-limiting indicator with the user information, and for verifying a limited use indicator received from a contact center agent and determining according to such indicator, in addition to any ordinary verification that might also be conducted, whether the use limitation has been met and whether the transaction should be authorized in accordance with the use limitation.
摘要翻译：一种用于保护在电子交易中使用的机密用户信息的系统和方法。该系统和方法提供将到期时间/时间段，使用或其他使用限制授权指示符与信用卡或其他用户信息相关联以将其传送到用户信息接收者，结合产品/服务支付或其他业务与托管联络中心进行交易。本发明的实施例还提供了通过将交易代理指示符和使用限制指示符与用户信息相关联来形成有限使用指示符，例如使用限制令牌，并且用于验证从联系人接收到的有限使用指示符中心代理人和根据此类指标确定，除了可能进行的任何普通验证外，是否符合使用限制以及是否按照使用限制授权交易。

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