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1. 发明申请

WO2008098408A1 SYSTEM AND METHOD FOR MONITORING AGENTS' PERFORMANCE IN A CALL CENTER 审中-公开
标题翻译：监控代理人在呼叫中心的性能的系统和方法
公开(公告)号：WO2008098408A1
公开(公告)日：2008-08-21
申请号：PCT/CN2007/000454
申请日：2007-02-09
申请人： HUAWEI TECHNOLOGIES CO., LTD. , LI, Hang , MO, Xiaojun , WU, Yanyu , SANG, Tao , SU, Yu
发明人： LI, Hang , MO, Xiaojun , WU, Yanyu , SANG, Tao , SU, Yu
IPC分类号： H04L12/56
CPC分类号： H04Q3/64 , H04M3/5175 , H04M3/5183 , H04Q3/0087 , H04Q2213/13072 , H04Q2213/13349
摘要： The present invention discloses a system and method for monitoring customer service agents' performance according to the interaction with one or more customers in a call center. The system comprises a call control server, a management console, and an agent console. The management console sends the call control server a first request, carrying a predetermined tag, to initiate a monitoring session, thereby triggering the call control server to send the agent console a second request, carrying the predetermined tag, to establish the monitoring session with the management console without notifying the agent, wherein during the monitoring session the agent console forwards a copy of data streams, related to the activities of the agent and one or more customer, to the management console.
摘要翻译：本发明公开了一种根据与呼叫中心中的一个或多个客户的交互来监视客户服务代理的性能的系统和方法。该系统包括呼叫控制服务器，管理控制台和代理控制台。管理控制台向呼叫控制服务器发送携带预定标签的第一请求，以启动监视会话，从而触发呼叫控制服务器向代理控制台发送载有预定标签的第二个请求，以建立与管理控制台，而不通知代理，其中在监视会话期间，代理控制台将与代理和一个或多个客户的活动相关的数据流的副本转发到管理控制台。

2. 发明公开

EP2073524A1 AN UPDATE METHOD, SYSTEM AND PLAY DEVICE THEREOF 审中-公开
标题翻译： AKTUALISIERUNGSVERFAHREN，SYSTEM UNDSPIELGERÄT
公开(公告)号：EP2073524A1
公开(公告)日：2009-06-24
申请号：EP08715180.9
申请日：2008-03-07
申请人： Huawei Technologies Co., Ltd.
发明人： WU, Yanyu , LI, Diansheng
IPC分类号： H04M3/51
CPC分类号： H04M19/04 , G06F17/3002
摘要： A method for updating includes: by a playing apparatus, downloading a multimedia file to be played from a file server to a local storage location, and playing multimedia based on the old local multimedia file; setting a storage area for new multimedia files on the file server, where a new multimedia file is adapted to update an old multimedia file on the file server; by the playing apparatus, scanning the storage area for new multimedia files on the file server, and after finding the new file for updating the old local multimedia file, downloading the found new file to a new local storage location; and after receiving a request for playing the old multimedia file to be updated, playing multimedia based on the new multimedia file stored in the new local storage location. Embodiments of the present invention may update multimedia files without interrupting the playing of multimedia.
摘要翻译：一种更新方法包括：通过播放装置，将从文件服务器播放的多媒体文件下载到本地存储位置，以及基于旧的本地多媒体文件播放多媒体; 在文件服务器上设置用于新的多媒体文件的存储区域，其中新的多媒体文件适于更新文件服务器上的旧多媒体文件; 通过播放装置，在文件服务器上扫描新的多媒体文件的存储区域，在找到用于更新旧的本地多媒体文件的新文件之后，将找到的新文件下载到新的本地存储位置; 并且在接收到要播放要更新的旧多媒体文件的请求之后，基于存储在新的本地存储位置中的新的多媒体文件播放多媒体。本发明的实施例可以更新多媒体文件而不中断多媒体的播放。

3. 发明公开

EP2119136A1 SYSTEM AND METHOD FOR MONITORING AGENTS' PERFORMANCE IN A CALL CENTER 有权
标题翻译：系统和用于监控呼叫中心代理的性能
公开(公告)号：EP2119136A1
公开(公告)日：2009-11-18
申请号：EP07710884.3
申请日：2007-02-09
申请人： Huawei Technologies Co., Ltd.
发明人： LI, Hang , MO, Xiaojun , WU, Yanyu , SANG, Tao , SU, Yu
IPC分类号： H04L12/56
CPC分类号： H04Q3/64 , H04M3/5175 , H04M3/5183 , H04Q3/0087 , H04Q2213/13072 , H04Q2213/13349
摘要： The present invention discloses a system and method for monitoring customer service agents' performance according to the interaction with one or more customers in a call center. The system comprises a call control server, a management console, and an agent console. The management console sends the call control server a first request, carrying a predetermined tag, to initiate a monitoring session, thereby triggering the call control server to send the agent console a second request, carrying the predetermined tag, to establish the monitoring session with the management console without notifying the agent, wherein during the monitoring session the agent console forwards a copy of data streams, related to the activities of the agent and one or more customer, to the management console.

4. 发明公开

EP2262213A1 A METHOD, SYSTEM AND GATEWAY FOR SUPPLYING INTELLIGENT SERVICE 审中-公开
标题翻译： VERFAHREN，系统网关ZER BEREITSTELLUNG EINES INTELLIGENTEN DIENSTES
公开(公告)号：EP2262213A1
公开(公告)日：2010-12-15
申请号：EP09727763.6
申请日：2009-03-27
申请人： Huawei Technologies Co., Ltd.
发明人： WU, Yanyu , LIN, Lin , HU, Peng
IPC分类号： H04M3/42
CPC分类号： H04M7/127 , H04L65/103 , H04Q3/0029 , H04Q3/0045
摘要： An intelligent service system and method are provided. The method includes: receiving a calling information transmitted by a switching device through an Internet-protocol-based call control protocol and which carries the identification information of the service control function requested by the call as well as the identification information of the call; parsing the received calling information, and after the identification information of the service control function and the identification information of this calling are obtained, initiating an assist request to the service control device; receiving the resource operation instruction, and supplying service resource service accordingly; said instruction is sent out by the service control device after said device has received the assist request and according to the service requirement. The media stream leading to the media gateway is established through the media stream transport protocol based on the Internet protocol. The method simplifies the management and maintenance of the intelligent service network.
摘要翻译：提供了一种智能服务系统和方法。该方法包括：通过基于因特网协议的呼叫控制协议接收由交换设备发送的呼叫信息，并携带呼叫请求的服务控制功能的识别信息以及呼叫的识别信息; 解析所接收的呼叫信息，并且在获取了业务控制功能的识别信息和该呼叫的识别信息之后，向业务控制设备发起辅助请求; 接收资源操作指令，相应地提供服务资源服务; 所述指令在所述设备已经接收到所述辅助请求之后并根据所述服务要求由所述服务控制设备发出。通过基于互联网协议的媒体流传输协议建立通向媒体网关的媒体流。该方法简化了智能业务网的管理和维护。

5. 发明授权

EP2119136B1 SYSTEM AND METHOD FOR MONITORING AGENTS' PERFORMANCE IN A CALL CENTER 有权
标题翻译：系统和用于监控呼叫中心代理的性能
公开(公告)号：EP2119136B1
公开(公告)日：2010-09-08
申请号：EP07710884.3
申请日：2007-02-09
申请人： Huawei Technologies Co., Ltd.
发明人： LI, Hang , MO, Xiaojun , WU, Yanyu , SANG, Tao , SU, Yu
IPC分类号： H04L12/56 , H04M3/51 , H04Q3/64
CPC分类号： H04Q3/64 , H04M3/5175 , H04M3/5183 , H04Q3/0087 , H04Q2213/13072 , H04Q2213/13349
摘要： The present invention discloses a system and method for monitoring customer service agents' performance according to the interaction with one or more customers in a call center. The system comprises a call control server, a management console, and an agent console. The management console sends the call control server a first request, carrying a predetermined tag, to initiate a monitoring session, thereby triggering the call control server to send the agent console a second request, carrying the predetermined tag, to establish the monitoring session with the management console without notifying the agent, wherein during the monitoring session the agent console forwards a copy of data streams, related to the activities of the agent and one or more customer, to the management console.

6. 发明公开

EP1863256A1 A MEDIA STREAM BRIDGING DEVICE AND A MEDIA SERVICE SYSTEM 有权
标题翻译： MEDIENSTROMÜBERBRÜCKUNGSVORRICHTUNGUND MEDIENSERVICESYSTEM
公开(公告)号：EP1863256A1
公开(公告)日：2007-12-05
申请号：EP06805007.9
申请日：2006-10-20
申请人： Huawei Technologies Co., Ltd.
发明人： WU, Yanyu , SU, Yu
IPC分类号： H04L29/06
CPC分类号： H04L65/605 , H04L65/608
摘要： A media flow bridging device and a media service system are disclosed. The device includes a control module for receiving control message, performing media negotiation and controlling service process; and an RTP module connected with the control module, for processing RTP protocols and transferring media flows. The system includes: a control device for processing signaling and controlling service process; a media resource device connected with the control device, for providing media resource; and a media flow bridging device connected with the control device and the media resource device, wherein the media resource device transfers media flow to or from a device exterior to the system via the media flow bridging device. The invention can achieve functions such as operator quality control, automatic manual service switch, automatic service switch and so on in a broadband network if media flows are exchanged between a user terminal and a resource device point-to-point through RTP directly in the broadband network.
摘要翻译：公开了媒体流桥接设备和媒体服务系统。该设备包括用于接收控制消息的控制模块，执行媒体协商和控制业务流程; 以及与控制模块连接的RTP模块，用于处理RTP协议和传送媒体流。该系统包括：用于处理信令和控制服务过程的控制设备; 与所述控制装置连接的媒体资源装置，用于提供媒体资源; 以及与所述控制设备和所述媒体资源设备连接的媒体流桥接设备，其中所述媒体资源设备经由所述媒体流桥接设备将介质流传输到所述系统外部的设备或从所述系统外部的设备传送。本发明可以在宽带网络中实现诸如操作者质量控制，自动手动业务交换，自动业务交换等功能，如果媒体流在用户终端和资源设备之间通过RTP直接在宽带上进行点对点交换网络。

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