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1. 发明授权

US08180044B1 Semantic contact center management 有权
标题翻译：语义联络中心管理
公开(公告)号：US08180044B1
公开(公告)日：2012-05-15
申请号：US11286659
申请日：2006-02-16
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M5/00
CPC分类号： H04M3/5233 , H04M3/5175 , H04M2201/18 , H04M2201/38
摘要： A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.
摘要翻译：提供了一种语义联络中心管理方法和系统，其中联络中心（包括代理和联系人）的资源被表示为通过诸如技能和共享的先前交互的属性连接的资源。联系人根据代理程度的连通性和可用性分配给代理，这提供了可视化工具来表示联络中心的状态，并实现自动化和主管干预。

2. 发明授权

US08301474B2 Contact center integration into virtual environments 有权
标题翻译：联络中心集成到虚拟环境中
公开(公告)号：US08301474B2
公开(公告)日：2012-10-30
申请号：US12739226
申请日：2008-10-20
申请人： Michael Hartman , Tony McCormack , Neil O'Connor
发明人： Michael Hartman , Tony McCormack , Neil O'Connor
IPC分类号： G06Q40/00
CPC分类号： G06N3/006 , G06Q10/0637 , G06Q30/016 , G06Q30/02
摘要： A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.
摘要翻译：联络中心具有在计算机系统中实现的虚拟环境的接口。联络中心的操作包括从虚拟环境接收与虚拟环境的居民的虚拟环境内的空间位置相关的空间信息，并且在联络中心的排队系统中排队与该居民相关的联系人。排队决策至少部分地基于虚拟环境中居民的空间信息。

3. 发明授权

US07912207B2 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US07912207B2
公开(公告)日：2011-03-22
申请号：US11313371
申请日：2005-12-21
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M5/00
CPC分类号： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

4. 发明授权

US09674360B2 Management of contacts at contact centers 有权
公开(公告)号：US09674360B2
公开(公告)日：2017-06-06
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30 , H04M3/51 , G06Q30/02
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

5. 发明申请

US20130282744A1 MANAGEMENT OF CONTACTS AT CONTACT CENTERS 有权
标题翻译：联系中心联系人管理
公开(公告)号：US20130282744A1
公开(公告)日：2013-10-24
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.
摘要翻译：在联络中心，将新联系人与当前在联络中心处于活动状态的其他联系人进行比较，以识别具有新联系人的共同来源的匹配联系人，随后终止或提供新的和匹配的联系人中的至少一个根据联络中心规则增加资源或优先级。

6. 发明申请

US20100306021A1 CONTACT CENTER INTEGRATION INTO VIRTUAL ENVIRONMENTS 有权
标题翻译：联系中心集成到虚拟环境中
公开(公告)号：US20100306021A1
公开(公告)日：2010-12-02
申请号：US12739226
申请日：2008-10-20
申请人： Neil O'Connor , Michael Hartman , Tony McCormack
发明人： Neil O'Connor , Michael Hartman , Tony McCormack
IPC分类号： G06Q10/00 , G06Q30/00 , G06N5/02 , G06F3/048
CPC分类号： G06N3/006 , G06Q10/0637 , G06Q30/016 , G06Q30/02
摘要： A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.
摘要翻译：联络中心具有在计算机系统中实现的虚拟环境的接口。联络中心的操作包括从虚拟环境接收与虚拟环境的居民的虚拟环境内的空间位置相关的空间信息，并且在联络中心的排队系统中排队与该居民相关的联系人。排队决策至少部分地基于虚拟环境中居民的空间信息。

7. 发明授权

US08434004B2 Representations of communications sessions in virtual environments 有权
标题翻译：虚拟环境中通信会话的表示
公开(公告)号：US08434004B2
公开(公告)日：2013-04-30
申请号：US12739345
申请日：2008-10-20
申请人： Michael Hartman , Tony McCormack , Neil O'Connor
发明人： Michael Hartman , Tony McCormack , Neil O'Connor
IPC分类号： G06F3/048
CPC分类号： A63F13/87 , A63F13/12 , A63F13/335 , A63F13/79 , A63F2300/305 , A63F2300/5553 , A63F2300/572
摘要： A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.
摘要翻译：在虚拟环境中表示通信会话的方法使用呈现实体，该呈现实体被提供在环境中的它将被从请求了通信会话的用户的观察点可见和/或可听到的位置。例如，可以在环境中表示字符或对象的呈现实体在环境内向用户呈现信息。还公开了一种自动化居民，其可以与这种环境的其他居民相互作用，获得传递给联络中心并由其使用的信息，以排队这些其他居民和联络中心代理之间的接触。

8. 发明申请

US20070140442A1 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US20070140442A1
公开(公告)日：2007-06-21
申请号：US11313371
申请日：2005-12-21
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M1/64
CPC分类号： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

9. 发明授权

US08806356B2 Collaboration management tools for contact centers 有权
标题翻译：联络中心的协作管理工具
公开(公告)号：US08806356B2
公开(公告)日：2014-08-12
申请号：US13282733
申请日：2011-10-27
申请人： Tony McCormack , Neil O'Connor , John Yoakum
发明人： Tony McCormack , Neil O'Connor , John Yoakum
IPC分类号： G06F15/00 , G06F13/00 , G06Q10/10 , G06Q10/06
CPC分类号： G06Q10/109 , G06Q10/06 , H04M3/5175 , H04M3/567
摘要： A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.
摘要翻译：管理联络中心的操作的方法包括监视在联络中心的操作中发生的事件，并且保持与被监控事件相匹配的一组触发条件。对于至少一个触发条件，规则集定义当触发条件匹配时要联系的一个或多个用户的身份。在确定一个或多个被监控事件与一个或多个触发条件之间的匹配时，从规则集中检索与规则集中与匹配的触发条件相关联的一个或多个用户的身份。所发送的用户被发送通信，包括允许用户访问公共协作会议环境的细节。

10. 发明授权

US08363817B2 Methods and systems for monitoring contact sessions of a contact center 有权
标题翻译：监测联络中心联系会话的方法和系统
公开(公告)号：US08363817B2
公开(公告)日：2013-01-29
申请号：US12907678
申请日：2010-10-19
申请人： Tony McCormack , Neil O'Connor
发明人： Tony McCormack , Neil O'Connor
IPC分类号： H04M3/00
CPC分类号： H04M3/5233
摘要： A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement.
摘要翻译：用于监控联络中心的联系会话的系统。该系统包括工作分配引擎，用于将在联络中心处接收到的联系人分配给联络中心的资源和监视模块，该监视模块被布置成检测联系人资源的分配以确定联系人的技能要求。响应于检测到的满足监视资源技能要求的技能要求，工作分配引擎还被布置为将联系人的发起者和资源之间的会话分配给监视资源。

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