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1. 发明公开

EP0903921A3 Virtual call center 有权
标题翻译：虚拟呼叫中心
公开(公告)号：EP0903921A3
公开(公告)日：2003-07-02
申请号：EP98117634.0
申请日：1998-09-17
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Goldman, Shelley B. , Silverman, David Phillip , Wang, Shaoqing Q. , Weber, Roy Philip , Westrich, Robert S.
IPC分类号： H04M3/50 , G06F1/00
CPC分类号： H04M3/5125 , H04M3/382 , H04M3/5175 , H04M3/5191 , H04M7/12
摘要： Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.

2. 发明公开

EP0696152A2 Personal mobile communication system 失效
标题翻译：手机人事系统
公开(公告)号：EP0696152A2
公开(公告)日：1996-02-07
申请号：EP95305043.2
申请日：1995-07-19
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Friedes, Albert , Goldman, Shelley B. , Moroses, Susanne Watson , Murray, Nancy , Silverman, David Phillip , Weber, Roy Philip
IPC分类号： H04Q7/38 , H04Q7/20 , H04M3/42
CPC分类号： H04W68/00 , H04Q3/005 , H04Q2213/13248 , H04Q2213/13513 , H04Q2213/13527 , H04Q2213/13532
摘要： With the advent of personal digital assistants (PDAs) (103) having modems (225) for information, e.g., facsimile and/or data, transmission over wireless connections, as well as the capability (125) for voice communications, we have recognized that it is possible to communicate with a person, wherever they are, in whatever form is desired. In order to do so in a manner that simulates the way a person at a fixed location having a separate telephone, fax machine and data modem would communicate, we incorporate into a PDA a) a receiver (201) for a wireless actuation signal that indicates that a communication of some type is waiting for a called party; b) an outgoing connection origination unit (209,225,811) that establishes a connection from the PDA to the waiting communication; c) a discriminator (205) which makes a determination as to the type of communication that is waiting; and d) a selection unit (205) that routes the information signals received over the connection established by the PDA to an appropriate communication unit within the PDA, e.g., a fax modem, data modem (225), or voice communication unit (125), the appropriate communication unit being selected in response to the type of communication that was determined by the discriminator to be waiting. The PDA owner may optionally be alerted only when 1) an information transmission is successfully completed and the received information is waiting in the PDA for access by its owner, or 2) when a voice connection has successfully been established to the communication originator who continues to indicate a readiness to communicate.
摘要翻译：随着具有用于信息（例如传真和/或数据）的调制解调器（225），通过无线连接的传输以及用于语音通信的能力（125））的个人数字助理（PDA）的出现，我们已经认识到无论何时，无论何种形式，都可以与人沟通。为了这样做，以模拟具有单独电话，传真机和数据调制解调器的固定位置的人的通信方式，我们将其合并到PDA中a）用于无线致动信号的接收器（201），其指示某种类型的通信正在等待被叫方; b）建立从PDA到等待通信的连接的出站连接发起单元（209,225,811）; c）鉴别器（205），其确定正在等待的通信类型; 以及d）选择单元（205），其将通过PDA建立的连接接收的信息信号路由到PDA内的适当的通信单元，例如传真调制解调器，数据调制解调器（225）或语音通信单元（125）响应于由鉴别器确定的等待的通信类型来选择适当的通信单元。 PDA所有者可以可选地仅当1）信息传输成功完成并且所接收的信息在PDA中等待其所有者访问时，或者2）当语音连接已经成功建立到继续发送的通信发起者时表示准备沟通。

3. 发明公开

EP0501697A3 Mediation of transactions by a communications system 失效
标题翻译：通讯系统的交易调停
公开(公告)号：EP0501697A3
公开(公告)日：1993-12-08
申请号：EP92301478.1
申请日：1992-02-21
申请人： AT&T Corp.
发明人： Fraser, Alexander G. , Perea, Carlos Alberto , Weber, Roy Philip
IPC分类号： H04M3/42 , H04Q3/00 , H04M17/02
CPC分类号： G07F7/08 , G06Q20/02 , G06Q20/04 , G06Q20/206 , G06Q20/40 , G06Q20/4037 , H04M3/4228 , H04M15/53 , H04M15/90 , H04M17/02 , H04M2215/016 , H04M2215/0172 , H04Q3/0029 , H04Q2213/13515 , H04Q2213/13566
摘要： Methods and apparatus for employing a communications system with actively connects communicating entities to mediate transactions. Disclosed are general methods and apparatus for mediating transactions, methods and apparatus permitting information from one transaction to be used in other transactions, and methods and apparatus for performing credit card transactions in which the vendee need not disclose his credit to the vendor. An implementation of a system for performing credit card transactions in a stored program-controlled telephone switching network is also disclosed.

4. 发明公开

EP0696152A3 Personal mobile communication system 失效
标题翻译：手机人事系统
公开(公告)号：EP0696152A3
公开(公告)日：1998-01-28
申请号：EP95305043.2
申请日：1995-07-19
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Friedes, Albert , Goldman, Shelley B. , Moroses, Susanne Watson , Murray, Nancy , Silverman, David Phillip , Weber, Roy Philip
IPC分类号： H04Q7/38 , H04Q7/20 , H04M3/42
CPC分类号： H04W68/00 , H04Q3/005 , H04Q2213/13248 , H04Q2213/13513 , H04Q2213/13527 , H04Q2213/13532
摘要： With the advent of personal digital assistants (PDAs) (103) having modems (225) for information, e.g., facsimile and/or data, transmission over wireless connections, as well as the capability (125) for voice communications, we have recognized that it is possible to communicate with a person, wherever they are, in whatever form is desired. In order to do so in a manner that simulates the way a person at a fixed location having a separate telephone, fax machine and data modem would communicate, we incorporate into a PDA a) a receiver (201) for a wireless actuation signal that indicates that a communication of some type is waiting for a called party; b) an outgoing connection origination unit (209,225,811) that establishes a connection from the PDA to the waiting communication; c) a discriminator (205) which makes a determination as to the type of communication that is waiting; and d) a selection unit (205) that routes the information signals received over the connection established by the PDA to an appropriate communication unit within the PDA, e.g., a fax modem, data modem (225), or voice communication unit (125), the appropriate communication unit being selected in response to the type of communication that was determined by the discriminator to be waiting. The PDA owner may optionally be alerted only when 1) an information transmission is successfully completed and the received information is waiting in the PDA for access by its owner, or 2) when a voice connection has successfully been established to the communication originator who continues to indicate a readiness to communicate.

5. 发明公开

EP0782363A2 Communication system and method using two-way paging to provide call control 失效
标题翻译：社会制度系统与安f uer ung ung els els els els els els fe fe fe fe fe
公开(公告)号：EP0782363A2
公开(公告)日：1997-07-02
申请号：EP96120784.2
申请日：1996-12-23
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Silverman, David Phillip , Goldman, Shelley B. , Weber, Roy Philip
IPC分类号： H04Q7/38 , H04Q7/22 , H04M3/42
CPC分类号： H04W84/025 , H04M3/42229
摘要： A system and method of using two-way paging to establish communications with a mobile party having a Personal Telephone Number. The mobile party uses the two-way pager to transmit call control parameters which are used by the telephone network to route calls directed to the party's PTN. The mobile party may also use the pager to transmit subsequent routing parameters which are used by the network to reroute calls which have been previously routed. The subsequent routing of a call may be performed at any time following a previous routing, even after the call has received answer supervision.
摘要翻译：一种使用双向寻呼与具有个人电话号码的移动方建立通信的系统和方法。移动方使用双向寻呼机来发送呼叫控制参数，呼叫控制参数被电话网络用来路由到该方PTN的呼叫。移动方也可以使用寻呼机来发送由网络使用的后续路由参数，以重新路由先前路由的呼叫。呼叫的后续路由可以在先前路由之后的任何时间执行，即使在呼叫已经接收到应答监督之后。

6. 发明公开

EP0782362A2 Communication system and method using two-way paging to provide call control 失效
标题翻译：社会制度系统无瑕ren ur ur fe fe fe els els els els els els fe fe fe
公开(公告)号：EP0782362A2
公开(公告)日：1997-07-02
申请号：EP96120762.8
申请日：1996-12-23
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Goldman, Shelley B. , Silverman, David Phillip , Weber, Roy Philip
IPC分类号： H04Q7/38 , H04Q7/22 , H04M3/42
CPC分类号： H04W4/16 , H04W76/10
摘要： A system and method of using two-way paging to establish communications with a mobile party having a Personal Telephone Number (PTN). The mobile party uses the two-way pager to transmit call control parameters which are used by the telephone network to route calls directed to the party's PTN. The mobile party may also use the pager to transmit a location indicator which specifies the subscriber's location and informs the network of the subscriber's intention to receive calls according to a call examination procedure. To invoke the call examination procedure, the bandwidths and protocols of all possible terminating stations associated with the subscriber's location are stored in the network on a pre-provisioned basis. Thereafter, when a call is placed to the subscriber's PTN, the network determines the bandwidth and protocol of the originating station, selects a terminating station that is located at the subscriber site and has a bandwidth and protocol most closely resembling that of the originating station, and routes the call to the selected terminating station.
摘要翻译：一种使用双向寻呼与具有个人电话号码（PTN）的移动方建立通信的系统和方法。移动方使用双向寻呼机来发送呼叫控制参数，呼叫控制参数被电话网络用来路由到该方PTN的呼叫。移动方还可以使用寻呼机来发送指定用户位置的位置指示符，并且根据呼叫检查程序通知网络用户接收呼叫的意图。为了调用呼叫检查程序，与订户的位置相关联的所有可能的终端站的带宽和协议以预先提供的方式存储在网络中。此后，当对用户的PTN进行呼叫时，网络确定发起站的带宽和协议，选择位于用户站点的终端站，并且具有最接近发起站点的带宽和协议，并将呼叫路由到所选择的终端站。

7. 发明公开

EP0501697A2 Mediation of transactions by a communications system 失效
标题翻译： Transaktionsvermittlung durch ein Kommunikationssystem。
公开(公告)号：EP0501697A2
公开(公告)日：1992-09-02
申请号：EP92301478.1
申请日：1992-02-21
申请人： AT&T Corp.
发明人： Fraser, Alexander G. , Perea, Carlos Alberto , Weber, Roy Philip
IPC分类号： H04M3/42 , H04Q3/00 , H04M17/02
CPC分类号： G07F7/08 , G06Q20/02 , G06Q20/04 , G06Q20/206 , G06Q20/40 , G06Q20/4037 , H04M3/4228 , H04M15/53 , H04M15/90 , H04M17/02 , H04M2215/016 , H04M2215/0172 , H04Q3/0029 , H04Q2213/13515 , H04Q2213/13566
摘要： Methods and apparatus for employing a communications system with actively connects communicating entities to mediate transactions. Disclosed are general methods and apparatus for mediating transactions, methods and apparatus permitting information from one transaction to be used in other transactions, and methods and apparatus for performing credit card transactions in which the vendee need not disclose his credit to the vendor. An implementation of a system for performing credit card transactions in a stored program-controlled telephone switching network is also disclosed.
摘要翻译：用于采用通信系统的方法和装置，其主动地连接通信实体来调解事务。公开了用于中介交易的一般方法和装置，允许来自一个交易的信息用于其他交易的方法和装置，以及用于执行信用卡交易的方法和装置，在该信用卡交易中，供方不需要向供应商披露其信用。还公开了在存储的程序控制的电话交换网络中执行信用卡交易的系统的实现。

8. 发明授权

EP0903921B1 Virtual call center 有权
标题翻译：虚拟呼叫中心
公开(公告)号：EP0903921B1
公开(公告)日：2008-01-23
申请号：EP98117634.0
申请日：1998-09-17
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Goldman, Shelley B. , Silverman, David Phillip , Wang, Shaoqing Q. , Weber, Roy Philip , Westrich, Robert S.
IPC分类号： H04M3/50 , G06F1/00
CPC分类号： H04M3/5125 , H04M3/382 , H04M3/5175 , H04M3/5191 , H04M7/12

9. 发明公开

EP0781067A3 System and method for maintaining personal communications information in a mobile communications system 失效
标题翻译：系统和方法在移动通信系统中维护个人通信信息
公开(公告)号：EP0781067A3
公开(公告)日：2000-12-06
申请号：EP96120274.4
申请日：1996-12-17
申请人： AT&T Corp.
发明人： Foladare, Mark Jeffrey , Goldman, Shelley B. , Silverman, David Phillip , Weber, Roy Philip
IPC分类号： H04Q9/00 , G06F15/02 , G06F17/60
CPC分类号： H04Q3/0025 , H04L67/1095 , H04L67/18 , H04M1/72566 , H04M1/72572 , H04M3/4228 , H04M11/022 , H04W4/02
摘要： The invention is an apparatus and method for updating a communications network (16) from one or more user communications devices (12, 78). The invention uses the electronic scheduling or other time-based features within a communications device to control and/or initiate transmission of information between the communications device and the communications network. Information from one or more communications devices is updated to the communications network in response to time-based components in the information entries corresponding to a timing device (42) associated with the respective communications device. Also, once the network has received this updated information, comparisons of related information entries are initiated to detect discrepancies therebetween. In this manner, user submitted time and geographic location information is compared with similar information automatically retrieved by the communications network using conventional and future network communications technology. Any detected discrepancies are used to initiate appropriate notification to the user and/or retrieve updated information, or to default to existing message delivery systems (79).

10. 发明公开

EP0802664A3 System and method for controlling and monitoring communication between customers and customer service representatives 失效
标题翻译：系统和方法，用于控制和订户和订户服务代表之间的通信的监视
公开(公告)号：EP0802664A3
公开(公告)日：2000-01-26
申请号：EP97106179.1
申请日：1997-04-15
申请人： AT&T Corp.
发明人： Bentley, John Louis , Foladare, Mark Jeffrey , Goldman Shelley B. , Schryer, Norman Loren , Silverman, David Philip , Weber, Roy Philip
IPC分类号： H04M3/50 , H04M3/36 , H04M3/22
CPC分类号： H04M7/003 , H04M3/36 , H04M3/42221 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M7/12 , H04Q2213/13349 , H04Q2213/13385 , H04Q2213/13389
摘要： The system of the present invention allows a customer to access a company computer system (14) via a data network (12) and to request contact with a customer service representative. The company computer system (14) automatically selects a customer service center and a customer service representative in accordance with a set of selection criteria, including customer preferences. A monitor (38), also connected to the company computer system via the data network, may choose to accept or to change the selections made by the company computer system. Once a customer service representative has been selected, the company computer system causes a telecommunication control device (40) to connect the customer, the selected customer service representative, and the monitor via a voice network. If a monitor is not available, the company computer system causes the telecommunication control device to connect the customer and the selected customer service representative, and then records the communication therebetween for future review by a monitor. Optionally, the selected customer service representative may initiate data communication with the customer via the data network. The monitor may readily monitor the data communication between the customer and the customer service representative via the data network.

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