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1. 发明申请

US20130111357A1 COLLABORATION MANAGEMENT TOOLS FOR CONTACT CENTERS 有权
标题翻译：联络中心合作管理工具
公开(公告)号：US20130111357A1
公开(公告)日：2013-05-02
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： G06F3/01
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。

2. 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。

3. 发明授权

US08379819B2 Indexing recordings of telephony sessions 有权
标题翻译：索引录音电话会话
公开(公告)号：US08379819B2
公开(公告)日：2013-02-19
申请号：US12343643
申请日：2008-12-24
申请人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
发明人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
IPC分类号： H04M15/00 , H04L12/16 , G10L21/00
CPC分类号： H04M3/42221 , H04M2203/2011
摘要： Improved indexing of telephony sessions is achieved by:(a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and(b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.
摘要翻译：通过以下方式实现电话会话的改进索引：（a）在记录电话会话期间或在播放记录期间接收包括将记录的离散片段识别为感兴趣的参数的指示; 以及（b）在与所述会话的记录相关联的索引中存储识别所述记录的所述离散段的标识符。

4. 发明申请

US20100158237A1 Method and Apparatus for Monitoring Contact Center Performance 审中-公开
标题翻译：监测接触中心性能的方法和装置
公开(公告)号：US20100158237A1
公开(公告)日：2010-06-24
申请号：US12339998
申请日：2008-12-19
申请人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
发明人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G10L2015/088 , H04M2201/40
摘要： A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification.
摘要翻译：用于监视联络中心的通信会话的系统包括一个或多个定义的语音事件的存储，其可以在由操作该联络中心的代理站的代理人处理的联系人的通信会话中发生，语音事件包括在通信会话的音频流中的至少一个字的至少一次出现。在涉及联络中心的代理站的通信会话期间，语音分析器可操作以检测语音事件之一的发生。事件发生器响应于语音事件中的一个的检测，用于在通信会话期间将识别语音事件的事件通知发送到已被配置为接收这种事件通知的联络中心的报告组件。显示器在联络中心的主管台实时地显示由联络中心正在处理的联系人的事件数据，所显示的事件数据包括在事件通知中识别的语音事件。

5. 发明申请

US20100158204A1 Indexing recordings of telephony sessions 有权
标题翻译：索引录音电话会话
公开(公告)号：US20100158204A1
公开(公告)日：2010-06-24
申请号：US12343643
申请日：2008-12-24
申请人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
发明人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
IPC分类号： H04M1/64
CPC分类号： H04M3/42221 , H04M2203/2011
摘要： Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.
摘要翻译：通过以下方式实现电话会话的改进索引：（a）在记录电话会话期间或在播放记录期间接收包括将记录的离散片段识别为感兴趣的参数的指示; 以及（b）在与所述会话的记录相关联的索引中存储识别所述记录的所述离散段的标识符。

6. 发明申请

US20100166158A1 Method for Analysing an Interactive Voice Response System 有权
标题翻译：分析交互式语音应答系统的方法
公开(公告)号：US20100166158A1
公开(公告)日：2010-07-01
申请号：US12345200
申请日：2008-12-29
申请人： John Costello , Tony McCormack , John Yoakum
发明人： John Costello , Tony McCormack , John Yoakum
IPC分类号： H04M1/64
CPC分类号： G10L15/22 , H04M3/493 , H04M3/5166 , H04M2201/38 , H04M2203/355
摘要： Methods for analysing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.
摘要翻译：公开了用于分析交互式语音响应（IVR）系统的方法。在该方法中，从IVR系统发出提示，并接收到响应于IVR系统提示的用户输入。一种方法是将IVR系统发出的提示显示给运营商; 并且从操作者接收输入数据，数据定义是否推荐IVR系统的任何改变和/或对IVR系统的任何推荐的改变。另一种方法包括通过将用户输入与预定义的一组规则进行比较来检测意外事件的发生，每个规则与一个或多个意外事件相关联; 并且响应于一个或多个意外事件的检测而采取预定义的动作。

7. 发明授权

US08934618B2 Method for analysing an interactive voice response system 有权
标题翻译：分析交互式语音应答系统的方法
公开(公告)号：US08934618B2
公开(公告)日：2015-01-13
申请号：US12345200
申请日：2008-12-29
申请人： John Costello , Tony McCormack , John Yoakum
发明人： John Costello , Tony McCormack , John Yoakum
IPC分类号： H04M5/00 , G10L15/22 , H04M3/493 , H04M3/51 , H04M3/42
CPC分类号： G10L15/22 , H04M3/493 , H04M3/5166 , H04M2201/38 , H04M2203/355
摘要： Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.
摘要翻译：公开了用于分析交互式语音响应（IVR）系统的方法。在该方法中，从IVR系统发出提示，并接收到响应于IVR系统提示的用户输入。一种方法是将IVR系统发出的提示显示给运营商; 并且从操作者接收输入数据，数据定义是否推荐IVR系统的任何改变和/或对IVR系统的任何推荐的改变。另一种方法包括通过将用户输入与预定义的一组规则进行比较来检测意外事件的发生，每个规则与一个或多个意外事件相关联; 并且响应于一个或多个意外事件的检测而采取预定义的动作。

8. 发明申请

US20110153378A1 Methods and Systems for Managing Customer Contacts in a Contact Center 审中-公开
标题翻译：在联络中心管理客户联系人的方法和系统
公开(公告)号：US20110153378A1
公开(公告)日：2011-06-23
申请号：US12641580
申请日：2009-12-18
申请人： John Costello , Neil O'Connor , John Yoakum
发明人： John Costello , Neil O'Connor , John Yoakum
IPC分类号： G06Q10/00 , G06F15/173
CPC分类号： H04M3/51 , G06Q10/06 , G06Q10/0631 , G06Q10/06311 , H04M3/42068 , H04M3/5166
摘要： A computer-implemented method of reserving resources for a customer contacting a contact center. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile; reserving the non-agent resource for the contact; and allocating the non-agent resource to the contact.
摘要翻译：一种计算机实现的方法，为联系联络中心的客户预留资源。该方法包括以下步骤：识别与在联络中心处接收到的联系人相关联的客户端，访问客户简档以基于客户简档来确定与联系人相关联的至少一个非代理资源; 保留联系人的非代理资源; 并将非代理资源分配给联系人。

9. 发明授权

US08369329B2 Dynamic hierarchical address resource management architecture, method and apparatus 失效
标题翻译：动态分层地址资源管理架构，方法和设备
公开(公告)号：US08369329B2
公开(公告)日：2013-02-05
申请号：US11325064
申请日：2006-01-03
申请人： Edwin Koehler, Jr. , John Yoakum , Cherif Sleiman
发明人： Edwin Koehler, Jr. , John Yoakum , Cherif Sleiman
IPC分类号： H04L12/28 , G06F15/16
CPC分类号： H04L41/0806 , H04L12/4645 , H04L29/12009 , H04L29/12801 , H04L41/12 , H04L61/6004
摘要： A Dynamic Hierarchical Address Resource Management Architecture (DHARMA) coordinates a logical hierarchy of address spaces with a virtual topology of network elements using a manageable database environment. Address spaces are apportioned into hierarchical levels in accordance with a network policy. Network elements may be represented as objects, coupled via the logical address space. Both address space hierarchy definition and virtual topology modelling may occur independent from actual network deployment. As a result, multiple address space hierarchy definitions and virtual topologies can be pre-generated and stored for selective use during network deployment. With such an arrangement, a flexible addressing architecture is provided which may advantageously be used in any network that desires dynamic network configuration. The connection between the logical address hierarchy and the virtual network topology may advantageously be implemented through the use of a logical tag that links a virtual network element to a logical address hierarchy level.
摘要翻译：动态分层地址资源管理体系结构（DHARMA）使用可管理的数据库环境来协调地址空间的逻辑层次结构和网络元素的虚拟拓扑结构。地址空间根据网络策略分配到层次级别。网络元素可以被表示为通过逻辑地址空间耦合的对象。地址空间层次结构定义和虚拟拓扑建模都可能与实际网络部署无关。因此，可以预先生成和存储多个地址空间层次结构定义和虚拟拓扑，以便在网络部署期间进行选择性使用。通过这样的布置，提供了灵活的寻址架构，其可有利地用于期望动态网络配置的任何网络中。可以有利地通过使用将虚拟网络元件链接到逻辑地址层次结构级别的逻辑标签来实现逻辑地址层次结构和虚拟网络拓扑之间的连接。

10. 发明申请

US20070106670A1 Interactive communication session cookies 审中-公开
标题翻译：互动交流会话cookie
公开(公告)号：US20070106670A1
公开(公告)日：2007-05-10
申请号：US11269219
申请日：2005-11-08
申请人： John Yoakum , Arik Elberse
发明人： John Yoakum , Arik Elberse
IPC分类号： G06F17/30
CPC分类号： H04L67/14 , H04L67/02
摘要： In one embodiment of the present invention, the concepts similar to web cookies are applied to interactive communication sessions (ICS). In particular, an ICS cookie is created by a first communication client in association with a first ICS, and delivered to a second communication client. In association with a second ICS, the ICS cookie is returned to the first communication client from the second communication client. The second communication client is configured to operate in a specified manner based on the ICS cookie or information associated therewith. The ICS cookie may be created or stored at or on the behalf of a particular communication client, or may be made accessible and applicable to a group of communication clients or users associated therewith. Accordingly, a given user may use the same ICS cookie on different communication clients of different communication terminals. In some embodiments, different users can use the same ICS cookie.
摘要翻译：在本发明的一个实施例中，类似于web cookie的概念被应用于交互式通信会话（ICS）。特别地，由第一通信客户端与第一ICS相关联地创建ICS cookie，并将其递送到第二通信客户端。与第二ICS相关联，ICS cookie从第二通信客户端返回给第一通信客户端。第二通信客户端被配置为基于ICS cookie或与其相关联的信息以指定的方式操作。可以在特定通信客户端或代表特定通信客户端创建或存储ICS cookie，或者可以使ICS cookie可访问并适用于与其相关联的一组通信客户端或用户。因此，给定用户可以在不同通信终端的不同通信客户端上使用相同的ICS cookie。在一些实施例中，不同的用户可以使用相同的ICS cookie。

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