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1. 发明授权

US07769161B1 Contact center 有权
标题翻译：联络中心
公开(公告)号：US07769161B1
公开(公告)日：2010-08-03
申请号：US10738489
申请日：2003-12-17
申请人： Patrick Hession , Tony McCormack , Arik Elberse
发明人： Patrick Hession , Tony McCormack , Arik Elberse
IPC分类号： H04M3/00 , G06F15/16 , G06Q10/00
CPC分类号： H04M3/51 , G06Q10/06 , H04M3/4234
摘要： One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.
摘要翻译：联络中心提供商面临的一个问题是如何最有效地平衡有限的联络中心资源与提供良好的客户服务的需求。本发明通过使联络中心能够使用诸如自由联络中心代理和媒体服务器之类的外部资源来解决这个问题。这是通过这样的方式实现的，即这些外部资源由联络中心控制，其使用对联络中心的最终用户是有效透明的。

2. 发明申请

US20070106670A1 Interactive communication session cookies 审中-公开
标题翻译：互动交流会话cookie
公开(公告)号：US20070106670A1
公开(公告)日：2007-05-10
申请号：US11269219
申请日：2005-11-08
申请人： John Yoakum , Arik Elberse
发明人： John Yoakum , Arik Elberse
IPC分类号： G06F17/30
CPC分类号： H04L67/14 , H04L67/02
摘要： In one embodiment of the present invention, the concepts similar to web cookies are applied to interactive communication sessions (ICS). In particular, an ICS cookie is created by a first communication client in association with a first ICS, and delivered to a second communication client. In association with a second ICS, the ICS cookie is returned to the first communication client from the second communication client. The second communication client is configured to operate in a specified manner based on the ICS cookie or information associated therewith. The ICS cookie may be created or stored at or on the behalf of a particular communication client, or may be made accessible and applicable to a group of communication clients or users associated therewith. Accordingly, a given user may use the same ICS cookie on different communication clients of different communication terminals. In some embodiments, different users can use the same ICS cookie.
摘要翻译：在本发明的一个实施例中，类似于web cookie的概念被应用于交互式通信会话（ICS）。特别地，由第一通信客户端与第一ICS相关联地创建ICS cookie，并将其递送到第二通信客户端。与第二ICS相关联，ICS cookie从第二通信客户端返回给第一通信客户端。第二通信客户端被配置为基于ICS cookie或与其相关联的信息以指定的方式操作。可以在特定通信客户端或代表特定通信客户端创建或存储ICS cookie，或者可以使ICS cookie可访问并适用于与其相关联的一组通信客户端或用户。因此，给定用户可以在不同通信终端的不同通信客户端上使用相同的ICS cookie。在一些实施例中，不同的用户可以使用相同的ICS cookie。

3. 发明授权

US08756326B1 Using interactive communication session cookies in web sessions 失效
标题翻译：在Web会话中使用交互式会话cookie
公开(公告)号：US08756326B1
公开(公告)日：2014-06-17
申请号：US11268845
申请日：2005-11-08
申请人： Arik Elberse , John H. Yoakum
发明人： Arik Elberse , John H. Yoakum
IPC分类号： G06F15/16 , G06F15/173 , H04L29/08 , H04L29/06 , H04W88/02 , H04M7/00
CPC分类号： H04L67/02 , H04L29/06 , H04L29/06176 , H04L29/06387 , H04L65/1006 , H04L65/1069 , H04L67/14 , H04L67/42 , H04L69/329 , H04M3/56 , H04M7/0003 , H04M2203/551 , H04W88/02
摘要： In one embodiment of the present invention, a web cookie or information provided in a web cookie is accessed by a first communication client and forwarded to a second communication client during an interactive communication session (ICS). The second communication client can use the web cookie or information provided in the web cookie to operate in a defined manner. The operation may include accessing the web server that originally created and provided the web cookie to a web browser associated with the first communication client to obtain information related to a web session. This information related to the web session can be used to provide customized operation during the interactive communication session based on the prior web session. In another embodiment, an interactive communication session cookie or information in the ICS cookie can be retrieved by an associated web browser and forwarded to a web server during a web session.
摘要翻译：在本发明的一个实施例中，web cookie或Web cookie中提供的信息由第一通信客户端访问，并在交互式通信会话（ICS）期间被转发到第二通信客户端。第二个通信客户端可以使用网络cookie或web cookie中提供的信息以定义的方式进行操作。该操作可以包括将最初创建并提供网络cookie的web服务器访问到与第一通信客户端相关联的web浏览器，以获得与web会话相关的信息。与Web会话相关的该信息可用于基于先前的Web会话在交互式通信会话期间提供定制的操作。在另一个实施例中，交互式通信会话cookie或ICS cookie中的信息可由关联的web浏览器检索，并在Web会话期间被转发到web服务器。

4. 发明授权

US08929533B2 Peer to peer contact center 有权
标题翻译：对等联络中心
公开(公告)号：US08929533B2
公开(公告)日：2015-01-06
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00 , H04M3/523 , H04M7/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

5. 发明申请

US20100077082A1 Method of Operating A Contact Center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US20100077082A1
公开(公告)日：2010-03-25
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , G06Q10/00 , G06Q50/00
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

6. 发明授权

US08224922B1 Work flow engine for controlling delivery of media treatments to customer contacts 有权
标题翻译：用于控制向客户联系人传送媒体处理的工作流程引擎
公开(公告)号：US08224922B1
公开(公告)日：2012-07-17
申请号：US11122717
申请日：2005-05-05
申请人： Patrick Hession , Arik Elberse , John Duncan , Lee Dalsu
发明人： Patrick Hession , Arik Elberse , John Duncan , Lee Dalsu
IPC分类号： G06F15/16
CPC分类号： H04L67/02 , H04M3/4938 , H04M3/51 , H04M2203/355
摘要： The present invention recognizes that there is a need to enable scripts or rules within workflow engines to be more dynamic, more easily created, more easily interpreted by other software entities and moreover to enable many different media types to be provided rather than only one such as voice. The present invention addresses this by making use of new types of web-based scripting applications such as VXML and SALT. One or more new commands are added to existing workflow engines to enable them to instruct media servers to access web-based instructions. Those web-based instructions are then executed at the media server to provide additional media treatment control.
摘要翻译：本发明认识到，需要使得工作流引擎内的脚本或规则能够被其他软件实体更动态化，更容易地创建，更容易地解释，而且能够提供许多不同的媒体类型，而不仅仅是提供诸如语音。本发明通过利用诸如VXML和SALT之类的基于web的脚本应用程序的新类型来解决这个问题。将一个或多个新命令添加到现有工作流引擎中，以使其能够指示媒体服务器访问基于Web的指令。然后在媒体服务器上执行那些基于web的指令，以提供额外的媒体处理控制。

7. 发明申请

US20050125487A1 Method and system for distributing contacts within a network 审中-公开
标题翻译：在网络内分发联系人的方法和系统
公开(公告)号：US20050125487A1
公开(公告)日：2005-06-09
申请号：US10723507
申请日：2003-11-26
申请人： Neil O'Connor , Arik Elberse , Michael Hartman
发明人： Neil O'Connor , Arik Elberse , Michael Hartman
IPC分类号： G06F7/00 , G06F15/16 , G06F17/30 , H04M3/523
CPC分类号： H04M3/5237
摘要： Contacts received by a contact centre are auctioned to other contact centres to determine an optimum service or cost for each contact. By publishing requests for bids to a network visible space, multiple contact centres or agents can monitor for new requests, and if they can service the request, submit bids to take over the contact at the best price or service level. This enables contacts to be optimally distributed over a network without maintaining centrally records of currently available resources and current statistics for each contact centre. This also adds market competition to the distribution of contacts, providing the potential to increase the overall quality of service and to reduce costs.
摘要翻译：由联络中心收到的联系人将拍卖给其他联络中心，以确定每个联系人的最佳服务或费用。通过向网络可见空间发布出价请求，多个联络中心或代理可以监控新请求，如果可以为该请求提供服务，则以最佳价格或服务级别提交出价以接管联系人。这使联系人能够通过网络进行最佳分配，而不必对每个联络中心的当前可用资源和当前统计信息进行集中记录。这也增加了市场竞争对联系人的分配，提供了提高服务质量和降低成本的潜力。

8. 发明授权

US07613824B1 Method of using a web-browser to pass information from a first web-entity to one of a plurality of second web-entities 有权
标题翻译：使用网络浏览器将信息从第一网络实体传递到多个第二网络实体之一的方法
公开(公告)号：US07613824B1
公开(公告)日：2009-11-03
申请号：US09707015
申请日：2000-11-06
申请人： Arik Elberse , Breandan Dalton , Seamus MacConaonaigh
发明人： Arik Elberse , Breandan Dalton , Seamus MacConaonaigh
IPC分类号： G06F15/173
CPC分类号： G06F17/30899
摘要： When a user obtains information from a web-based information system this is usually being obtained for a task which then needs to be completed by the user. Often this task involves sending the information onto another device. For example, in the case that the web-based information system is a telephone directory, the task is typically to obtain a person's telephone number and then to make a call to that person. The present invention enables these types of processes to be automated. An additional web server (called a redirection server) is used to receive information from the web-based information system and redirect this information to a required information receiver (such as the user's telephone, video recorder, or other device). In this way the web-based information system does not require knowledge about the information receiver and it is not required to use a special web-browser. In another embodiment, several redirection servers are used in order to improve performance for certain situations, such as where the redirection server is part of a communications network that is private to a particular enterprise.
摘要翻译：当用户从基于Web的信息系统获取信息时，这通常是为用户需要完成的任务获得的。通常这个任务涉及将信息发送到另一个设备上。例如，在基于web的信息系统是电话簿的情况下，该任务通常是获得一个人的电话号码，然后对该人进行呼叫。本发明使这些类型的过程能够自动化。使用另外的网络服务器（称为重定向服务器）从基于Web的信息系统接收信息并将该信息重定向到所需的信息接收器（例如用户的电话，录像机或其它设备）。以这种方式，基于Web的信息系统不需要关于信息接收者的知识，并且不需要使用特殊的网络浏览器。在另一个实施例中，为了改善特定情况的性能，使用多个重定向服务器，例如重定向服务器是特定企业私有的通信网络的一部分。

9. 发明申请

US20080123839A1 Peer to Peer Contact Center 有权
标题翻译：对等联系中心
公开(公告)号：US20080123839A1
公开(公告)日：2008-05-29
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

10. 发明授权

US07225232B2 Using existing web-based information to generate responses to user queries 有权
标题翻译：使用现有的基于Web的信息来生成对用户查询的响应
公开(公告)号：US07225232B2
公开(公告)日：2007-05-29
申请号：US10109240
申请日：2002-03-28
申请人： Arik Elberse
发明人： Arik Elberse
IPC分类号： G06F15/16
CPC分类号： G06F17/30864
摘要： Email response management systems (ERMSs) have previously been developed for use with contact centers where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a large amount of work is required to pre-configure the information and to add that to the ERMS. A method and system are provided for enabling existing web-based information to be used to formulate such responses, not just for email but also for other media such as text chat, SMS, video, and more. The existing web-based information does not need to be altered or dedicated for a particular response management system and contact centre. Rather it can be pre-existing information used for other purposes.
摘要翻译：电子邮件响应管理系统（ERMS）以前已被开发用于从客户那里收到电子邮件查询的联络中心使用。这些ERMS包含适合于并入电子邮件响应的预先配置的信息。这种方法的一个主要问题是需要大量的工作来预先配置信息并将其添加到ERMS。提供了一种方法和系统，用于使现有的基于网络的信息能够用于制定这样的响应，而不仅仅是用于电子邮件，而且还用于诸如文本聊天，短信，视频等的其他媒体。现有的基于Web的信息不需要更改或专用于特定的响应管理系统和联络中心。相反，它可以是用于其他目的的预先存在的信息。

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