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1. 发明申请

US20050177545A1 Method and apparatus for representing and managing service level agreement management data and relationships thereof 审中-公开
标题翻译：用于表示和管理服务级别协议管理数据及其关系的方法和装置
公开(公告)号：US20050177545A1
公开(公告)日：2005-08-11
申请号：US10776548
申请日：2004-02-11
申请人： Melissa Buco , Rong Chang , Laura Luan , Zon-Yin Shae , Christopher Ward , Joel Wolf , Philip Yu
发明人： Melissa Buco , Rong Chang , Laura Luan , Zon-Yin Shae , Christopher Ward , Joel Wolf , Philip Yu
IPC分类号： G06Q10/00 , G06F7/00
CPC分类号： G06Q10/10
摘要： Techniques are provided for representing and managing data and associated relationships. In one aspect of the invention, a technique for managing data associated with a given domain comprises the following steps. A specification of data attributes representing one or more types of data to be managed is maintained. Further, a specification of algorithms representing one or more types of operations performable in accordance with the data attributes is maintained. Still further, a specification of relationships representing relationships between the data attributes and the algorithms is maintained. The data attribute specification, the algorithm specification and the relationship specification are maintained in a storage framework having multiple levels, the multiple levels being specified based on the given domain with which the data being managed is associated. The techniques may be provided in support of service level management. In such a domain, the present invention provides techniques for representing and managing service level agreement management data using a multi-level multi-ontology metadata store and extensible service level management framework.
摘要翻译：提供技术来表示和管理数据和关联关系。在本发明的一个方面，一种用于管理与给定域相关联的数据的技术包括以下步骤。维护表示要管理的一种或多种类型的数据的数据属性的规范。此外，保持表示根据数据属性可执行的一种或多种类型的操作的算法的规范。此外，维持表示数据属性和算法之间的关系的关系的规范。数据属性规范，算法规范和关系规范被保存在具有多个级别的存储框架中，所述多个级别是基于与被管理数据相关联的给定域来指定的。可以提供技术来支持服务水平管理。在这样的领域中，本发明提供了使用多级多本体元数据存储和可扩展服务级别管理框架来表示和管理服务级别协议管理数据的技术。

2. 发明申请

US20080112338A1 System and Apparatus for Geographically Distributed VOIP Conference Service with Enhanced QOS 失效
标题翻译：用于具有增强型QOS的地理分布式VOIP会议服务的系统和设备
公开(公告)号：US20080112338A1
公开(公告)日：2008-05-15
申请号：US12017187
申请日：2008-01-21
申请人： Arup Acharya , Rong Chang , Dilip Kandlur , Zon-Yin Shae
发明人： Arup Acharya , Rong Chang , Dilip Kandlur , Zon-Yin Shae
IPC分类号： H04L12/18
CPC分类号： H04L65/80 , H04L12/1813 , H04L29/06027 , H04L65/4046
摘要： The present invention is directed to a system, including apparatus and architecture, and method for providing scheduled and ad hoc voice over IP conference services having enhanced quality and reliability. The system uses an overlay network of geographically distributed conference servers working simultaneously and collaboratively to host a given conference session. Multiple conference servers simultaneously and collaboratively perform the necessary audio mixing. The voice routing path is established and controlled within the overlay network and supports conference services across different conference service providers.
摘要翻译：本发明涉及一种包括装置和架构以及用于提供具有提高的质量和可靠性的IP会议服务的定时和特定语音的系统。该系统使用地理分布式会议服务器的覆盖网络同时工作并协同承载给定的会议会话。多个会议服务器同时并协同执行必要的音频混合。语音路由路径在覆盖网络内建立和控制，并支持不同会议服务提供商之间的会议服务。

3. 发明授权

US07302053B2 System and method for providing a communication session 有权
标题翻译：用于提供通信会话的系统和方法
公开(公告)号：US07302053B2
公开(公告)日：2007-11-27
申请号：US10725309
申请日：2003-12-01
申请人： Rong Chang , Xiaohui Gu , Zon-Yin Shae
发明人： Rong Chang , Xiaohui Gu , Zon-Yin Shae
IPC分类号： H04M7/00
CPC分类号： H04L65/1043 , H04L29/06027 , H04L65/4007 , H04L65/403
摘要： A communications system includes a plurality of service providers, and at least one management unit, wherein the at least one management unit selects at least one service provider of the plurality of service providers and utilizes at least one service of the at least one service provider to provide a communication session to at least one end user.
摘要翻译：通信系统包括多个服务提供商和至少一个管理单元，其中所述至少一个管理单元选择所述多个服务提供商中的至少一个服务提供商，并且利用所述至少一个服务提供商的至少一个服务向至少一个最终用户提供通信会话。

4. 发明申请

US20050129026A1 System and method for providing a communication session 有权
标题翻译：用于提供通信会话的系统和方法
公开(公告)号：US20050129026A1
公开(公告)日：2005-06-16
申请号：US10725309
申请日：2003-12-01
申请人： Rong Chang , Xiaohui Gu , Zon-Yin Shae
发明人： Rong Chang , Xiaohui Gu , Zon-Yin Shae
IPC分类号： H04L29/06 , H04L12/56
CPC分类号： H04L65/1043 , H04L29/06027 , H04L65/4007 , H04L65/403
摘要： A communications system includes a plurality of service providers, and at least one management unit, wherein the at least one management unit selects at least one service provider of the plurality of service providers and utilizes at least one service of the at least one service provider to provide a communication session to at least one end user.
摘要翻译：通信系统包括多个服务提供商和至少一个管理单元，其中所述至少一个管理单元选择所述多个服务提供商中的至少一个服务提供商，并且利用所述至少一个服务提供商的至少一个服务向至少一个最终用户提供通信会话。

5. 发明申请

US20050094579A1 System and apparatus for geographically distributed VoIP conference service with enhanced QoS 失效
标题翻译：用于地理分布式VoIP会议业务的系统和设备，具有增强的QoS
公开(公告)号：US20050094579A1
公开(公告)日：2005-05-05
申请号：US10697834
申请日：2003-10-30
申请人： Arup Acharya , Rong Chang , Dilip Kandlur , Zon-Yin Shae
发明人： Arup Acharya , Rong Chang , Dilip Kandlur , Zon-Yin Shae
IPC分类号： H04L12/18 , H04L29/06 , H04L12/16
CPC分类号： H04L65/80 , H04L12/1813 , H04L29/06027 , H04L65/4046
摘要： The present invention is directed to a system, including apparatus and architecture, and method for providing scheduled and ad hoc voice over IP conference services having enhanced quality and reliability. The system uses an overlay network of geographically distributed conference servers working simultaneously and collaboratively to host a given conference session. Multiple conference servers simultaneously and collaboratively perform the necessary audio mixing. The voice routing path is established and controlled within the overlay network and supports conference services across different conference service providers.
摘要翻译：本发明涉及一种包括装置和架构以及用于提供具有提高的质量和可靠性的IP会议服务的定时和特定语音的系统。该系统使用地理分布式会议服务器的覆盖网络同时工作并协同承载给定的会议会话。多个会议服务器同时并协同执行必要的音频混合。语音路由路径在覆盖网络内建立和控制，并支持不同会议服务提供商之间的会议服务。

6. 发明申请

US20070211703A1 System and method for peer-to-peer multi-party voice-over-IP services 有权
标题翻译：用于点对点多方语音IP服务的系统和方法
公开(公告)号：US20070211703A1
公开(公告)日：2007-09-13
申请号：US11372634
申请日：2006-03-10
申请人： Xiaohui Gu , Zon-Yin Shae , Zhen Wen , Philip Yu
发明人： Xiaohui Gu , Zon-Yin Shae , Zhen Wen , Philip Yu
IPC分类号： H04L12/66
CPC分类号： H04L12/1818 , H04L45/16 , H04L45/48
摘要： A system, method, and computer program product for establishing multi-party VoIP conference audio calls in a distributed, peer-to-peer network where any number of nodes are able to arbitrarily and asynchronously start or stop producing audio output to be mixed into a single composite audio stream that is distributed to all nodes. A single distribution tree is used that has optimal communications characteristics to distribute the composite audio signal to all nodes. An audio mixing tree is established and maintained by adaptively and dynamically adding and merging intermediate mixing nodes operating between user nodes and the root of the single distribution tree. The intermediate mixing nodes and the root of the single distribution tree are all hosted, in an exemplary embodiment, on user nodes that are endpoints of the distribution tree.
摘要翻译：一种用于在分布式对等网络中建立多方VoIP会议音频呼叫的系统，方法和计算机程序产品，其中任何数量的节点能够任意地和异步地开始或停止产生混合到单个复合音频流分配给所有节点。使用具有最佳通信特性以将复合音频信号分配给所有节点的单个分发树。通过自适应地动态地添加和合并在用户节点和单个分发树的根之间运行的中间混合节点来建立和维护音频混合树。在示例性实施例中，分发树的中间混合节点和根分别在作为分发树的端点的用户节点上托管。

7. 发明授权

US08594306B2 Providing information by a contact center 有权
标题翻译：通过联络中心提供信息
公开(公告)号：US08594306B2
公开(公告)日：2013-11-26
申请号：US12716544
申请日：2010-03-03
申请人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
发明人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
IPC分类号： H04M3/00
CPC分类号： H04M3/00
摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.
摘要翻译：提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

8. 发明授权

US08385534B2 Method for dispatching service requests 有权
标题翻译：调度服务请求的方法
公开(公告)号：US08385534B2
公开(公告)日：2013-02-26
申请号：US12103769
申请日：2008-04-16
申请人： Nikolaos Anerousis , Abhijit Bose , Aliza R. Heching , Milton H. Hernandez , Hani T. Jamjoom , Hoda Parvin , Sreeram Ramakrishnan , Debanjan Saha , Zon-Yin Shae
发明人： Nikolaos Anerousis , Abhijit Bose , Aliza R. Heching , Milton H. Hernandez , Hani T. Jamjoom , Hoda Parvin , Sreeram Ramakrishnan , Debanjan Saha , Zon-Yin Shae
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5233 , H04M3/5234 , H04M2201/18
摘要： Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.
摘要翻译：提供了向一个或多个代理发送一个或多个服务请求的技术。这些技术包括获得每个服务请求的一个或多个属性，获得每个代理的一个或多个属性，从一个或多个代理队列中的每一个获得反馈，以及使用每个服务请求的一个或多个属性，一个或多个属性以及来自所述一个或多个代理队列中的每一个的反馈以确定用于为所述一个或多个服务请求中的每一个接收调度的一个或多个合适的代理。还提供了用于生成一个或多个服务请求的一个或多个属性以及一个或多个代理的一个或多个属性的数据库的技术。

9. 发明授权

US08036865B2 System and method for constructing flexible ordering to improve productivity and efficiency in process flows 有权
标题翻译：用于构建灵活排序以提高生产率和工艺流程效率的系统和方法
公开(公告)号：US08036865B2
公开(公告)日：2011-10-11
申请号：US12172573
申请日：2008-07-14
申请人： Nikolaos Anerousis , Hani T. Jamjoom , Debanjan Saha , Ramendra K. Sahoo , Zon-Yin Shae
发明人： Nikolaos Anerousis , Hani T. Jamjoom , Debanjan Saha , Ramendra K. Sahoo , Zon-Yin Shae
IPC分类号： G06G7/48
CPC分类号： G06Q10/06
摘要： A plurality of equivalent representations of a process are identified. The process has a plurality of tasks. Each of the representations specifies a different order of the tasks. The plurality of equivalent representations are consolidated into a single representation. The single representation captures, in at least one flexible order grouping, at least two of the tasks that may be performed in more than one order. At least one constraint is specified for the at least one flexible order grouping. Techniques for merging two or more flexible representations are also provided.
摘要翻译：识别过程的多个等效表示。该过程具有多个任务。每个表示都指定了不同的任务顺序。多个等效表示被合并成单个表示。单个表示在至少一个灵活的顺序分组中捕获可以以多于一个顺序执行的至少两个任务。为至少一个灵活顺序分组指定至少一个约束。还提供了用于合并两个或多个柔性表示的技术。

10. 发明申请

US20110216897A1 Providing Information by a Contact Center 有权
标题翻译：通过联络中心提供信息
公开(公告)号：US20110216897A1
公开(公告)日：2011-09-08
申请号：US12716544
申请日：2010-03-03
申请人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
发明人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
IPC分类号： H04M3/00
CPC分类号： H04M3/00
摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.
摘要翻译：提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

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