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1. 发明授权

US07787610B1 Automatic call director first in first out load-balancing accessory 有权
标题翻译：自动呼叫总监首先先出负载均衡配件
公开(公告)号：US07787610B1
公开(公告)日：2010-08-31
申请号：US10915179
申请日：2004-08-10
申请人： Mark J. Williams , Eric I. Camulli , James T. Pavlic
发明人： Mark J. Williams , Eric I. Camulli , James T. Pavlic
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5234
摘要： An accessory device for a plurality of servers, the servers allocating client primary resource requests to primary resources, each server having a primary queue, the device including: a controller; a plurality of server communication links adapted to communicate with a respective server and to intercept client primary resource requests in response to the controller; an auxiliary queue, the device storing the intercepted requests in the auxiliary queue in response to the controller; and a secondary resource communication link adapted to communicate with at least one secondary resource. The device allocates secondary resource requests to at least one secondary resource in response to the controller. The device routes the intercepted requests to a selected server via at least one of the server communication links in response to a desired condition.
摘要翻译：用于多个服务器的附件设备，所述服务器将客户端主要资源请求分配给主要资源，每个服务器具有主要队列，所述设备包括：控制器; 多个服务器通信链路，其适于与相应的服务器进行通信，并且响应于所述控制器拦截客户端主要资源请求; 一个辅助队列，该设备响应控制器将辅助队列中的拦截请求存储; 以及适于与至少一个次要资源通信的辅助资源通信链路。响应于控制器，设备向至少一个辅助资源分配二次资源请求。该设备响应于期望的条件，经由至少一个服务器通信链路将拦截的请求路由到所选择的服务器。

2. 发明申请

US20100190476A1 System and method for establishing automated call back using a mobile communication device 有权
标题翻译：使用移动通信设备建立自动回叫的系统和方法
公开(公告)号：US20100190476A1
公开(公告)日：2010-07-29
申请号：US12320516
申请日：2009-01-28
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner
IPC分类号： H04M3/42
CPC分类号： H04M3/5231 , H04M3/5191 , H04M3/5238 , H04M2201/38 , H04M2207/18
摘要： A communication system for receiving incoming communications from mobile communication devices and for initiating a call-back is disclosed. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. Also, a method for initiating a call-back to a communication receiving device is disclosed. The method includes receiving data from a mobile communication device and placing an identifier associated with a communication receiving device in a user-selected queue. The method further includes determining and sending the expected wait time in the queue to the mobile communication device. If a call back request is received from the mobile communication device, a call back to the communication receiving device is placed based upon the assigned placeholder in the queue.
摘要翻译：公开了一种用于从移动通信设备接收传入通信并用于发起回叫的通信系统。通信系统从移动通信设备接收诸如数据请求的传入通信。数据请求可以是供应者或公司的列表，以及例如与客户服务相关的相应队列的列表，例如计费。此外，通信系统通常包括用于向通信接收设备发起回叫序列的组件和队列，并将与通信接收设备相关联的标识符放置在用户选择的队列中。通信系统还确定队列中的等待时间并将呼出呼叫发送到通信接收设备。此外，公开了一种用于发起对通信接收设备的回叫的方法。该方法包括从移动通信设备接收数据并将与通信接收设备相关联的标识符放置在用户选择的队列中。该方法还包括确定并将该队列中的预期等待时间发送给移动通信设备。如果从移动通信设备接收到回叫请求，则基于所分配的占位符在队列中来回拨通信接收设备。

3. 发明申请

US20160373582A1 COMMUNICATION SYSTEM FOR DETERMINING QUEUE USING CONTEXTUAL DATA 有权
标题翻译：用于使用上下文数据确定队列的通信系统
公开(公告)号：US20160373582A1
公开(公告)日：2016-12-22
申请号：US15199945
申请日：2016-06-30
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
IPC分类号： H04M3/523
CPC分类号： H04M3/5231 , G06Q10/02 , H04L63/08 , H04M3/5158 , H04M3/5232 , H04M3/5238 , H04M2203/60 , H04M2207/18
摘要： A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system.
摘要翻译：提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。控件允许用户请求从中选择提供商或公司联系的供应商列表。通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。用于管理，引导和排队通信事件的系统和方法的实施例还可以在通信设备和通信系统之间传送上下文数据。

4. 发明授权

US09055149B2 Managing, directing, and queuing communication events using image technology 有权
标题翻译：使用图像技术管理，指挥和排队通信事件
公开(公告)号：US09055149B2
公开(公告)日：2015-06-09
申请号：US13479870
申请日：2012-05-24
申请人： Eric I. Camulli , Mark J. Williams , Larry Miner
发明人： Eric I. Camulli , Mark J. Williams , Larry Miner
IPC分类号： H04M3/42 , H04M3/523 , G06Q10/02
CPC分类号： H04M3/5231 , G06Q10/02 , H04M3/5238 , H04M2207/18
摘要： Embodiments of a system and method are disclosed for initiating a call-back sequence using image technology. Embodiments include capturing an image using an image sensor, sending the captured image to a communication system, searching a database of images for persons corresponding to the captured image, sending a request in a data format to the communication system for a connection with the persons, receiving an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to the communication system in a data format for expected wait time, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back.
摘要翻译：公开了用于使用图像技术发起回叫序列的系统和方法的实施例。实施例包括使用图像传感器捕获图像，将捕获的图像发送到通信系统，搜索与捕获图像相对应的人的图像的数据库，向通信系统发送与人的连接的数据格式的请求，接收活动队列的标识，使用会话队列组件在显示屏幕上显示活动队列的指示，使用所述会话队列组件获取队列作为所选队列的用户选择，在所述队列中向所述通信系统发送请求预期等待时间的数据格式，从通信系统接收预期的等待时间，并以回叫的数据格式向通信系统发送确认。

5. 发明申请

US20120295596A1 MANAGING, DIRECTING, AND QUEUING COMMUNICATION EVENTS USING IMAGE TECHNOLOGY 有权
标题翻译：使用图像技术的管理，指导和排队通信活动
公开(公告)号：US20120295596A1
公开(公告)日：2012-11-22
申请号：US13479870
申请日：2012-05-24
申请人： Eric I. Camulli , Mark J. Williams , Larry Miner
发明人： Eric I. Camulli , Mark J. Williams , Larry Miner
IPC分类号： H04W4/00
CPC分类号： H04M3/5231 , G06Q10/02 , H04M3/5238 , H04M2207/18
摘要： Embodiments of a system and method are disclosed for initiating a call-back sequence using image technology. Embodiments include capturing an image using an image sensor, sending the captured image to a communication system, searching a database of images for persons corresponding to the captured image, sending a request in a data format to the communication system for a connection with the persons, receiving an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to the communication system in a data format for expected wait time, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back.
摘要翻译：公开了用于使用图像技术发起回叫序列的系统和方法的实施例。实施例包括使用图像传感器捕获图像，将捕获的图像发送到通信系统，搜索与捕获图像相对应的人的图像的数据库，向通信系统发送与人的连接的数据格式的请求，接收活动队列的标识，使用会话队列组件在显示屏幕上显示活动队列的指示，使用所述会话队列组件获取队列作为所选队列的用户选择，在所述队列中向所述通信系统发送请求预期等待时间的数据格式，从通信系统接收预期的等待时间，并以回叫的数据格式向通信系统发送确认。

6. 发明授权

US09578175B2 Communication device for establishing automated call back using queues 有权
标题翻译：用于使用队列建立自动回叫的通信设备
公开(公告)号：US09578175B2
公开(公告)日：2017-02-21
申请号：US13619629
申请日：2012-09-14
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
IPC分类号： G06Q10/02 , H04M3/523
CPC分类号： H04M3/5231 , G06Q10/02 , H04L63/08 , H04M3/5158 , H04M3/5232 , H04M3/5238 , H04M2203/60 , H04M2207/18
摘要： A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem.
摘要翻译：提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。通信设备包括显示屏幕，用于显示用于允许用户与通信系统交互的控制。控件允许用户请求从中选择提供商或公司联系的供应商列表。通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。实施例还可以在通信设备和通信系统之间传送上下文数据，包括与通信设备的用户相关联的信息以及用于辅助，指导或解决用户问题的信息。

7. 发明授权

US08792866B2 Communication device for establishing call back 有权
标题翻译：用于建立回叫的通信设备
公开(公告)号：US08792866B2
公开(公告)日：2014-07-29
申请号：US13446758
申请日：2012-04-13
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner
IPC分类号： H04M3/42
CPC分类号： H04M3/5231 , G06Q10/02 , H04M3/5238 , H04M2207/18
摘要： A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider.
摘要翻译：提供了移动通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。软件设备应用使得移动通信设备能够通过数据交换与呼叫中心进行通信。移动通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。控件允许用户请求从中选择提供商或公司联系的供应商列表。移动通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入队列的控制。

8. 发明授权

US08112069B2 System and method for establishing automated call back using a mobile communication device 有权
标题翻译：使用移动通信设备建立自动回叫的系统和方法
公开(公告)号：US08112069B2
公开(公告)日：2012-02-07
申请号：US12320516
申请日：2009-01-28
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner
IPC分类号： H04M3/42
CPC分类号： H04M3/5231 , H04M3/5191 , H04M3/5238 , H04M2201/38 , H04M2207/18
摘要： A communication system for receiving incoming communications from mobile communication devices and for initiating a call-back is disclosed. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. Also, a method for initiating a call-back to a communication receiving device is disclosed. The method includes receiving data from a mobile communication device and placing an identifier associated with a communication receiving device in a user-selected queue. The method further includes determining and sending the expected wait time in the queue to the mobile communication device. If a call back request is received from the mobile communication device, a call back to the communication receiving device is placed based upon the assigned placeholder in the queue.
摘要翻译：公开了一种用于从移动通信设备接收传入通信并用于发起回叫的通信系统。通信系统从移动通信设备接收诸如数据请求的传入通信。数据请求可以是供应者或公司的列表，以及例如与客户服务相关的相应队列的列表，例如计费。此外，通信系统通常包括用于向通信接收设备发起回叫序列的组件和队列，并将与通信接收设备相关联的标识符放置在用户选择的队列中。通信系统还确定队列中的等待时间并将呼出呼叫发送到通信接收设备。此外，公开了一种用于发起对通信接收设备的回叫的方法。该方法包括从移动通信设备接收数据并将与通信接收设备相关联的标识符放置在用户选择的队列中。该方法还包括确定并将该队列中的预期等待时间发送给移动通信设备。如果从移动通信设备接收到回叫请求，则基于所分配的占位符在队列中来回拨通信接收设备。

9. 发明授权

US09386155B2 Communication device for establishing automated call back using queues 有权
标题翻译：用于使用队列建立自动回叫的通信设备
公开(公告)号：US09386155B2
公开(公告)日：2016-07-05
申请号：US13446923
申请日：2012-04-13
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
IPC分类号： G06Q10/02 , H04M3/523
CPC分类号： H04M3/5231 , G06Q10/02 , H04L63/08 , H04M3/5158 , H04M3/5232 , H04M3/5238 , H04M2203/60 , H04M2207/18
摘要： A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system.
摘要翻译：提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。控件允许用户请求从中选择提供商或公司联系的供应商列表。通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。用于管理，引导和排队通信事件的系统和方法的实施例还可以在通信设备和通信系统之间传送上下文数据。

10. 发明申请

US20130243180A1 COMMUNICATION DEVICE FOR ESTABLISHING AUTOMATED CALL BACK USING QUEUES 有权
标题翻译：用于建立使用QUEUES自动回叫的通信设备
公开(公告)号：US20130243180A1
公开(公告)日：2013-09-19
申请号：US13619629
申请日：2012-09-14
申请人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
发明人： Mark J. Williams , Eric I. Camulli , Larry Miner , Rob Brazier
IPC分类号： H04M3/523
CPC分类号： H04M3/5231 , G06Q10/02 , H04L63/08 , H04M3/5158 , H04M3/5232 , H04M3/5238 , H04M2203/60 , H04M2207/18
摘要： A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem.
摘要翻译：提供通信设备，用于使得用户能够建立例如诸如呼叫中心之类的通信系统的自动回叫。软件设备应用使得通信设备能够通过数据交换与呼叫中心进行通信。通信设备包括用于显示用于允许用户与通信系统交互的控制的显示屏幕。控件允许用户请求从中选择提供商或公司联系的供应商列表。通信设备还提供用于允许用户从与所选择的提供商相关联的队列列表中选择加入的队列的控制。实施例还可以在通信设备和通信系统之间传送上下文数据，包括与通信设备的用户相关联的信息以及用于辅助，指导或解决用户问题的信息。

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