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1. 发明授权

US07127495B2 Correlating information between internet and call center environments 有权
公开(公告)号：US07127495B2
公开(公告)日：2006-10-24
申请号：US09994772
申请日：2001-11-28
申请人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
发明人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
IPC分类号： G06F15/16
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.

2. 发明申请

US20110299523A1 Correlating Information Between Internet and Call Center Environments 有权
标题翻译：互联网和呼叫中心环境之间的相关信息
公开(公告)号：US20110299523A1
公开(公告)日：2011-12-08
申请号：US13205121
申请日：2011-08-08
申请人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
发明人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
IPC分类号： H04L12/66
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.
摘要翻译：通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。

3. 发明授权

US07672336B2 Filtering and policing for defending against denial of service attacks on a network 有权
标题翻译：过滤和监管以防止网络上的拒绝服务攻击
公开(公告)号：US07672336B2
公开(公告)日：2010-03-02
申请号：US11565940
申请日：2006-12-01
申请人： Shaun Jaikarran Bharrat , Mark Duffy , Ronald V. Grippo , Shiping Li , John A. Perreault , Jian Yang
发明人： Shaun Jaikarran Bharrat , Mark Duffy , Ronald V. Grippo , Shiping Li , John A. Perreault , Jian Yang
IPC分类号： H04J3/00
CPC分类号： H04L63/1458 , H04L2463/141
摘要： Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.
摘要翻译：描述了基于计算机的方法和装置，包括计算机程序产品，用于过滤和监管以防止网络上的拒绝服务攻击。数据包被多层过滤和传输系统过滤。与第一层过滤器匹配的数据包将被丢弃。基于标准将与第二层过滤器匹配的数据包发送到输出模块。第三层过滤器中的数据包被散列到箱中，并且与箱中的条目匹配的数据包根据箱的标准传输到输出模块。基于标准将第四层传输系统中的数据包发送到输出模块。不符合传输到输出模块标准的数据包被传送到攻击识别模块，该模块分析数据包以识别攻击。

4. 发明授权

US08681820B2 Inserting out-of-band data into in-band data streams 有权
标题翻译：将带外数据插入带内数据流
公开(公告)号：US08681820B2
公开(公告)日：2014-03-25
申请号：US13100035
申请日：2011-05-03
申请人： Shiping Li , Tolga Asveren , Keith M. Conger , Ronald V. Grippo
发明人： Shiping Li , Tolga Asveren , Keith M. Conger , Ronald V. Grippo
IPC分类号： H04J3/24
CPC分类号： H04L65/602 , H04L65/608
摘要： A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.
摘要翻译：提供了一种用于将带外信令分组插入到实时协议（RTP）流中的计算机实现的方法。该方法包括：接收用于传输给用户设备的带外信令分组，并根据存储在描述RTP流的数据结构中的带外信令分组和报头信息，基于有效载荷信息形成合成分组。该方法还包括将合成的分组插入到RTP流中。该方法还包括经由RTP流接收用于传输到用户设备的RTP分组，分析在数据结构中维护的插入序列号和插入标记，以及基于分析来通过RTP流丢弃或转发RTP分组。

5. 发明授权

US07602710B2 Controlling time-sensitive data in a packet-based network 有权
标题翻译：控制基于分组的网络中的时间敏感数据
公开(公告)号：US07602710B2
公开(公告)日：2009-10-13
申请号：US11238682
申请日：2005-09-29
申请人： Ronald V. Grippo , Kenneth R. St. Hilaire , Fardad Farahmand , Wassim Matragi , Sunil K. Menon , James A. Pasco-Anderson , Glenn W. Stewart , William C. Templeton
发明人： Ronald V. Grippo , Kenneth R. St. Hilaire , Fardad Farahmand , Wassim Matragi , Sunil K. Menon , James A. Pasco-Anderson , Glenn W. Stewart , William C. Templeton
IPC分类号： G01R31/08
CPC分类号： H04L65/104 , H04L12/66 , H04L29/06027 , H04L41/08 , H04L41/0813 , H04L41/0836 , H04L41/0893 , H04L41/12 , H04L41/22 , H04L41/5012 , H04L41/5032 , H04L41/5087 , H04L43/08 , H04L43/0829 , H04L45/22 , H04L45/245 , H04L45/28 , H04L47/10 , H04L47/15 , H04L47/2416 , H04L47/2441 , H04L47/41 , H04L47/70 , H04L47/724 , H04L47/801 , H04L47/822 , H04L47/825 , H04L47/828 , H04L49/606 , H04L65/103 , H04L65/1043 , H04L2012/5663 , H04L2012/5671 , H04L2012/6443 , H04M7/1205 , H04M7/1245 , Y02D50/30
摘要： Described are methods and apparatus, including computer program products, for controlling time-sensitive data in a packet-based network. Data associated with a call is received, and the data includes an identifier associated with the data, a data source, or one or more data destinations. The data is associated with a logical trunk group selected from a plurality of logical trunk groups each in communication with the one or more data destinations over a packet-based network. The logical trunk group is selected based in part on the identifier. Calls through the packet-based network are managed based in part on the associated logical trunk group.
摘要翻译：描述了用于控制基于分组的网络中的时间敏感数据的方法和装置，包括计算机程序产品。接收与呼叫相关联的数据，并且数据包括与数据，数据源或一个或多个数据目的地相关联的标识符。数据与从多个逻辑中继线群组中选择的逻辑中继线群相关联，每个逻辑干线群组通过基于分组的网络与一个或多个数据目的地通信。部分基于标识符选择逻辑中继线组。部分基于相关联的逻辑中继组来管理基于分组的网络的呼叫。

6. 发明申请

US20080134327A1 Filtering and Policing for Defending Against Denial of Service Attacks on a Network 有权
标题翻译：过滤和管理以防止网络上的拒绝服务攻击
公开(公告)号：US20080134327A1
公开(公告)日：2008-06-05
申请号：US11565940
申请日：2006-12-01
申请人： Shaun Jaikarran Bharrat , Mark Duffy , Ronald V. Grippo , Shiping Li , John A. Perreault , Jian Yang
发明人： Shaun Jaikarran Bharrat , Mark Duffy , Ronald V. Grippo , Shiping Li , John A. Perreault , Jian Yang
IPC分类号： G06F21/00
CPC分类号： H04L63/1458 , H04L2463/141
摘要： Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.
摘要翻译：描述了基于计算机的方法和装置，包括计算机程序产品，用于过滤和监管以防止网络上的拒绝服务攻击。数据包被多层过滤和传输系统过滤。与第一层过滤器匹配的数据包将被丢弃。基于标准将与第二层过滤器匹配的数据包发送到输出模块。第三层过滤器中的数据包被散列到箱中，并且与箱中的条目匹配的数据包根据箱的标准传输到输出模块。基于标准将第四层传输系统中的数据包发送到输出模块。不符合传输到输出模块标准的数据包被传送到攻击识别模块，该模块分析数据包以识别攻击。

7. 发明授权

US09112952B2 Correlating information between internet and call center environments 有权
标题翻译：互联网和呼叫中心环境之间的相关信息
公开(公告)号：US09112952B2
公开(公告)日：2015-08-18
申请号：US13205121
申请日：2011-08-08
申请人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
发明人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
IPC分类号： H04M7/00 , G06Q30/02 , H04L29/06 , H04M3/51 , H04L29/08 , H04M3/42 , H04M3/523 , H04M7/12
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.
摘要翻译：通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。

8. 发明申请

US20120281690A1 INSERTING OUT-OF-BAND DATA INTO IN-BAND DATA STREAMS 有权
标题翻译：将带外数据插入带内数据流
公开(公告)号：US20120281690A1
公开(公告)日：2012-11-08
申请号：US13100035
申请日：2011-05-03
申请人： Shiping Li , Tolga Asveren , Keith M. Conger , Ronald V. Grippo
发明人： Shiping Li , Tolga Asveren , Keith M. Conger , Ronald V. Grippo
IPC分类号： H04L12/66
CPC分类号： H04L65/602 , H04L65/608
摘要： A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.
摘要翻译：提供了一种用于将带外信令分组插入到实时协议（RTP）流中的计算机实现的方法。该方法包括：接收用于传输给用户设备的带外信令分组，并根据存储在描述RTP流的数据结构中的带外信令分组和报头信息，基于有效载荷信息形成合成分组。该方法还包括将合成的分组插入到RTP流中。该方法还包括经由RTP流接收用于传输到用户设备的RTP分组，分析在数据结构中维护的插入序列号和插入标记，以及基于分析来通过RTP流丢弃或转发RTP分组。

9. 发明授权

US06385646B1 Method and system for establishing voice communications in an internet environment 失效
标题翻译：在互联网环境中建立语音通信的方法和系统
公开(公告)号：US06385646B1
公开(公告)日：2002-05-07
申请号：US08702306
申请日：1996-08-23
申请人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
发明人： Sanford Samuel Brown , Oleh George Danyluk , Ronald V. Grippo
IPC分类号： G06F1516
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
摘要翻译：通过诸如电话网络的电信网络和诸如因特网之类的分组网络可连接的呼叫中心之间的基于网络的级别的信息的协调，可以改善客户与网站之间的互动以及与一个呼叫中心关于客户和客户的Web交互的信息与呼叫一起被传送到呼叫中心代理，从而提高呼叫处理的生产力和效率以及改进的呼叫路由。可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。因此，使用Web和呼叫中心的组合营销方法可以使客户获取和销售工具比仅仅点击回调工具更强大。

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