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1. 发明授权

US06314177B1 Communications handling center and communications forwarding method using agent attributes 有权
标题翻译：通信处理中心和通信转发方法使用代理属性
公开(公告)号：US06314177B1
公开(公告)日：2001-11-06
申请号：US09217896
申请日：1998-12-22
申请人： Sheldon Joseph Davis , Michael P. Montemurro
发明人： Sheldon Joseph Davis , Michael P. Montemurro
IPC分类号： H04M3523
CPC分类号： H04Q3/64 , H04M3/5233 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/1322 , H04Q2213/1328
摘要： A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.
摘要翻译：公开了一种通信处理中心，其中将代理分配给处理进入通信的处理队列和处理属性被分配给代理。中心通过确定处理要求（包括适当的处理队列和所需的代理属性）来转发诸如电话呼入的传入通信。首先定位队列中的可用代理，然后评估该代理是否具有所需属性以处理通信。如果是，则将呼叫转发到所在的代理。优选地，分配的代理属性与代理可以被分配到的所有队列相关，通过减少必须维护的队列的数量，允许对通信处理中心的简单管理。

2. 发明授权

US07685295B2 Wireless local area communication network system and method 有权
标题翻译：无线局域网通信网络系统及方法
公开(公告)号：US07685295B2
公开(公告)日：2010-03-23
申请号：US10322463
申请日：2002-12-19
申请人： Robert L. Myers , Michael P. Montemurro , Mark D. Oliver , Paulo Neves Francisco
发明人： Robert L. Myers , Michael P. Montemurro , Mark D. Oliver , Paulo Neves Francisco
IPC分类号： G06F15/16
CPC分类号： H04W88/06 , H04L63/0272 , H04L63/08 , H04L63/10 , H04W76/10
摘要： A wireless network for supporting mobile unit traffic segmentation for a plurality of mobile units to associate each mobile unit with virtual networking services (VNS). The wireless network includes a plurality of radio units and access controllers. Each radio unit is adapted to initiate the connection of a mobile unit to the network by transmitting and receiving communication data to and from the mobile unit. Each access controller is adapted to receive communication data from each radio unit during the connection of a mobile unit. Based on the communication data transmitted to the radio unit during connection of the mobile unit, access controller is able to discover VNS factors for the mobile unit communication session and to establish a communication session based on the VNS factors discovered during the connection process such that the mobile unit is connected to the network on the basis of the characteristics defined by the virtual networking services.
摘要翻译：一种用于支持多个移动单元的移动单元业务分段以将每个移动单元与虚拟网络服务（VNS）相关联的无线网络。无线网络包括多个无线电单元和接入控制器。每个无线电单元适于通过向移动单元发送和从移动单元接收通信数据来发起移动单元与网络的连接。每个访问控制器适于在移动单元的连接期间从每个无线电单元接收通信数据。基于在移动单元的连接期间发送到无线电单元的通信数据，访问控制器能够发现用于移动单元通信会话的VNS因子，并且基于在连接过程期间发现的VNS因素来建立通信会话，使得移动单元根据虚拟网络服务定义的特性连接到网络。

3. 发明授权

US07450940B2 Wireless network communication system and method 有权
标题翻译：无线网络通信系统及方法
公开(公告)号：US07450940B2
公开(公告)日：2008-11-11
申请号：US10833093
申请日：2004-04-28
申请人： Robert L. Myers , Paulo Neves Francisco , Michael P. Montemurro , Ania Halliop , Ivan Chvets
发明人： Robert L. Myers , Paulo Neves Francisco , Michael P. Montemurro , Ania Halliop , Ivan Chvets
IPC分类号： H04Q7/20 , H04L12/28 , H04L12/56
CPC分类号： H04W8/06 , H04L63/0272 , H04L63/08 , H04L63/10 , H04L63/162 , H04L69/16 , H04L69/161 , H04L69/165 , H04L69/22 , H04W8/12 , H04W12/06 , H04W12/08 , H04W80/04 , H04W80/06 , H04W88/18
摘要： A wireless network and associated method for providing continuous communication service for a mobile unit as it roams within a virtual wireless network. The virtual network includes home and foreign access controllers and a virtual network manager (VN manager). The VN manager is used to maintain a VN configuration record that includes all active access controllers within virtual network and to disseminate said VN configuration record to all active access controllers. A tunneling data communication connection is established between all active access controllers including home and foreign access controllers. When a mobile unit first connects to home access controller and then roams to foreign access controller, communication data is transmitted between the mobile unit and the foreign access controller to provide continuous data communication on the basis of the characteristics defined by the virtual networking services while simultaneously preserving the IP configuration of mobile unit on the network.
摘要翻译：一种用于在虚拟无线网络中漫游时为移动单元提供连续通信服务的无线网络和相关方法。虚拟网络包括家庭和外部访问控制器和虚拟网络管理器（VN manager）。 VN管理器用于维护VN配置记录，其中包括虚拟网络内的所有活动接入控制器，并向所有主动接入控制器传播所述VN配置记录。在包括家庭和外部访问控制器的所有主动接入控制器之间建立隧道数据通信连接。当移动单元首先连接到家庭接入控制器，然后漫游到外部接入控制器时，在移动单元和外部接入控制器之间传输通信数据，以便根据虚拟网络服务定义的特性同时提供连续的数据通信保留网络上移动单元的IP配置。

4. 发明授权

US06771765B1 Multimedia queuing in a customer contact or call center 有权
标题翻译：多媒体在客户联系人或呼叫中心排队
公开(公告)号：US06771765B1
公开(公告)日：2004-08-03
申请号：US09474422
申请日：1999-12-29
申请人： Jonathan M. Crowther , Michael P. Montemurro
发明人： Jonathan M. Crowther , Michael P. Montemurro
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5158 , H04M3/5191 , H04M3/523
摘要： A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defining the importance of skillsets with respect to each other. Agents are assigned to and queued in the idle agent queue of one or more of the skillsets. As media requests are received in the pending requests queues of skillsets, agents are dispatched to attend to the requests. As an agent is dispatched from a skillset, it is removed from other skillsets that have an equal or lower interrupt level, and is maintained in skillsets that have a higher interrupt level. Consequently, an agent, tending to a media request, may be interrupted with other media requests only if the other media requests are queued in skillsets of higher interruptibility level, and if the agent is assigned to those other skillsets. Media requests include, among other things, a voice/video call request, an e-mail request, a web form request, and an outbound voice call request.
摘要翻译：提供用于排队多个媒体请求的统一排队机制的方法，装置和客户联系人或呼叫服务器。排队机制包括一个或多个技能组，每个技能组包括空闲代理队列和待决请求队列。技能组被指定中断级别，定义技能组相对于彼此的重要性。代理被分配到一个或多个技能组的空闲代理队列中并排队。由于在待机请求队列中接收到媒体请求，所以派遣代理人来处理请求。由于代理人从技能组派发，所以从其他具有相同或较低中断级别的技能组中删除，并且维护在具有较高中断级别的技能组中。因此，仅当其他媒体请求在较高中断级别的技术组中排队，并且如果代理被分配给那些其他技能组时，则可能与其他媒体请求中断代理媒体请求的代理。媒体请求包括语音/视频呼叫请求，电子邮件请求，网络表单请求和出站语音呼叫请求。

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