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1. 发明公开

EP3195576A4 MEDIA CHANNEL MANAGEMENT APPARATUS FOR NETWORK COMMUNICATIONS SESSIONS 有权
公开(公告)号：EP3195576A4
公开(公告)日：2018-03-07
申请号：EP15823985
申请日：2015-07-24
申请人： GREENEDEN US HOLDINGS II LLC
发明人： PIRAT VINCENT , THOMAS FREDERIC , NICOLAS BORIS , RISTOCK HERBERT W A , RAIS PHILIPPE
IPC分类号： H04L29/08 , H04L29/06 , H04M3/51 , H04W80/10
CPC分类号： H04L65/1069 , H04L65/403 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M2201/40 , H04M2203/252 , H04M2203/253
摘要： A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.

2. 发明授权

EP1030504B1 WEB-BASED CALL CENTER SYSTEM WITH WEB DOCUMENT ANNOTATION 有权
标题翻译：基于Web的呼叫中心系统与网络文件注释
公开(公告)号：EP1030504B1
公开(公告)日：2017-05-24
申请号：EP00301051.9
申请日：2000-02-10
申请人： Unify Inc.
发明人： Sastry, Chellury R. , Lewis, Darrin P. , Pizano, Arturo , Wrede, Uwe , Sassin, Michael , Shaffer, Shmuel
IPC分类号： H04M3/51 , G06F17/30 , H04L29/06 , G06Q30/02 , G06F17/24 , H04M3/523 , H04L29/08 , H04M7/00
CPC分类号： G06F17/241 , G06Q30/02 , H04L29/06 , H04L67/02 , H04L67/142 , H04L67/16 , H04L67/2842 , H04L67/327 , H04L67/38 , H04L69/329 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M3/5233 , H04M7/006 , H04M2203/552

3. 发明公开

EP2380340A4 METHOD AND SYSTEM FOR INTEGRATING AN INTERACTION MANAGEMENT SYSTEM WITH A BUSINESS RULES MANAGEMENT SYSTEM 审中-实审转让
标题翻译：方法和系统用于整合交互管理系统与业务规则管理系统
公开(公告)号：EP2380340A4
公开(公告)日：2016-08-03
申请号：EP09801338
申请日：2009-12-10
申请人： GENESYS TELECOMM LAB INC
发明人： ANISIMOV NIKOLAY , SCOTT MARK , PETROVYKH YEVGENIY
IPC分类号： H04M11/00 , G06Q10/06 , H04M3/51
CPC分类号： H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
摘要： In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
摘要翻译：在联络中心，用于处理通信事件的系统具有用于管理等待路由事件交互服务器，用于路由的事件，规则引擎，以及执行规则调用逻辑和与所述规则引擎交互的网关服务器路由服务器。交互服务器跟踪传入的事件，创始并发送路由请求路由服务器，包括一个特殊的路由对象，为每个事件确实需要符合商业规则，路由服务器，执行路由对象，发送到执行请求的网关服务器，该服务器收到请求的准备业务对象模型（BOM），是事实的集合作为规则引擎执行规则适宜的事实，在路由服务器路由事件路由方向而来。

4. 发明公开

EP2891281A4 MULTI-CHANNEL PIVOTING 审中-公开
标题翻译： MEHRKANALSCHWENKUNG
公开(公告)号：EP2891281A4
公开(公告)日：2016-05-04
申请号：EP13834238
申请日：2013-08-30
申请人： LIVEOPS CLOUD PLATFORM LLC
发明人： MATHUR SANJAY , MACFARLANE KEITH , LAWSON KIERON
IPC分类号： G06Q30/00 , G06Q10/10 , H04M3/51
CPC分类号： H04M3/5191 , G06Q10/10 , G06Q10/107 , G06Q30/016 , H04M3/5141 , H04M3/5231 , H04M7/003 , H04M2203/655

5. 发明公开

EP3001661A1 INFORMATION ACQUISITION METHOD,DEVICE AND SYSTEM THEREOF 有权
标题翻译：信息技术公司，VORRICHTUNG系统DAFÜR
公开(公告)号：EP3001661A1
公开(公告)日：2016-03-30
申请号：EP15186589.6
申请日：2015-09-24
申请人： Xiaomi Inc.
发明人： XU, Ruijun
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , H04M3/51 , H04M3/5191 , H04M2203/401
摘要： An information acquisition method, device and system, pertaining to the field of calling and answering are provided. The method comprises: establishing (201) a data channel with a telephone agent system when conducting a voice call with the telephone agent system; acquiring (202) an information acquisition page through the data channel; displaying (203) the information acquisition page; and sending (204) feedback information to the telephone agent system through the data channel when receiving the feedback information on the information acquisition page. The present invention is implemented by acquiring an information acquisition page through a data channel and making a satisfaction survey by means of the information acquisition page; thus achieving the effect that the telephone agent system may acquire feedback information as long as a user performs a simple operation on an information acquisition page.
摘要翻译：提供了与呼叫和应答领域有关的信息获取方法，设备和系统。该方法包括：在与电话代理系统进行语音呼叫时，用电话代理系统建立（201）数据信道; 通过数据通道获取（202）信息获取页面; 显示（203）信息获取页面; 以及当在所述信息获取页面上接收到所述反馈信息时，通过所述数据信道向所述电话代理系统发送（204）反馈信息。本发明通过数据通道获取信息获取页面并通过信息获取页进行满意度调查来实现; 从而实现电话代理系统可以获取反馈信息的效果，只要用户在信息获取页面上执行简单的操作即可。

6. 发明公开

EP2978202A1 CALLING METHOD, DEVICE AND SYSTEM 审中-公开
标题翻译： RUFVERFAHREN，-VORRICHTUNG UND -SYSTEM
公开(公告)号：EP2978202A1
公开(公告)日：2016-01-27
申请号：EP15171439.1
申请日：2015-06-10
申请人： Xiaomi Inc.
发明人： Xu, Ruijun
IPC分类号： H04M7/00 , H04L29/06 , H04M3/51
CPC分类号： H04M7/0027 , H04L65/4015 , H04L65/4023 , H04M3/5191
摘要： The present disclosure relates to a calling method, device and system, and belongs to the field of mobile internet. The method includes: when a call is conducted with an opposite terminal device through a voice channel, establishing a data channel for assisting the call with the opposite terminal device; and displaying in at least one of two ends of the call, interaction information provided by an end opposite to the at least one of two ends of the call according to the data channel, the interaction information being for coordination and interaction between the two ends of the call based on contents of the call. According to the present disclosure, two sides of the call can perform information interaction through a combination of the data channel and the voice channel, so that the information interaction efficiency of the two sides of the call is improved.
摘要翻译：本公开涉及呼叫方法，设备和系统，属于移动互联网领域。该方法包括：当通过语音信道与对方终端设备进行呼叫时，建立用于与对方终端设备协助呼叫的数据信道; 并且根据所述数据信道，在所述呼叫的两端中的至少一个中显示交互信息，所述交互信息由所述呼叫的两端中的所述至少一端提供，所述交互信息用于在所述呼叫的两端之间进行协调和交互该呼叫基于呼叫的内容。根据本公开，呼叫的两侧可以通过数据信道和语音信道的组合来执行信息交互，从而提高呼叫双方的信息交互效率。

7. 发明公开

EP2832082A4 CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION 审中-公开
标题翻译：使用变异算法（VA）和/或分布补偿的检索系统和方法
公开(公告)号：EP2832082A4
公开(公告)日：2015-12-09
申请号：EP13767694
申请日：2013-03-21
申请人： RESOURCE GROUP INTERNATIONAL LTD , SPOTTISWOODE S JAMES P , CHISHTI ZIA
发明人： SPOTTISWOODE S JAMES P , CHISHTI ZIA
IPC分类号： H04M3/51 , G06Q10/06 , H04M3/523
CPC分类号： H04M3/5233 , G06F17/30345 , G06Q10/06398 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5234 , H04M3/5235 , H04M3/5238 , H04M2203/2061 , H04M2203/401 , H04M2203/556
摘要： Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

8. 发明公开

EP2842047A1 APPARATUS AND METHODS FOR MULTI-MODE ASYNCHRONOUS COMMUNICATION 无效
标题翻译：装置和方法的多模态异步通信
公开(公告)号：EP2842047A1
公开(公告)日：2015-03-04
申请号：EP13781438.0
申请日：2013-04-23
申请人： Contact Solutions, LLC
发明人： LOGAN, Paul , CLEMENTS, Vete , HIBBARD, Mike , GRAY, Joshua
IPC分类号： G06F15/16 , H04L29/06 , H04W4/12
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.

9. 发明公开

EP2783332A1 INTERACTION MANAGEMENT 审中-公开
标题翻译：交互管理
公开(公告)号：EP2783332A1
公开(公告)日：2014-10-01
申请号：EP12852163.0
申请日：2012-11-21
申请人： 24/7 Customer, Inc.
发明人： KANNAN, Pallipuram, V. , KUMAR, Gangadharan , KUMAR, Deepak
IPC分类号： G06Q10/00
CPC分类号： H04M3/5191 , H04M3/5141 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M7/0027 , H04M2203/357 , H04M2203/402
摘要： A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information.

10. 发明授权

EP2441222B1 SYSTEM AND METHOD FOR INTEGRATING SHORT MESSAGE SERVICE MESSAGING WITH CONTACT CENTER APPLICATIONS 有权转让
标题翻译：系统和方法用于集成三角裤服务，呼叫中心应用
公开(公告)号：EP2441222B1
公开(公告)日：2014-03-26
申请号：EP10730899.1
申请日：2010-06-03
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： ANISIMOV, Nikolay , PETROVYKH, Yevgeniy , BELOV, Sergey, B. , SCOTT, Mark
IPC分类号： H04L12/58 , H04L12/18 , H04M3/51
CPC分类号： H04M3/5183 , H04L12/1822 , H04L12/66 , H04L51/04 , H04L51/36 , H04L51/38 , H04L67/02 , H04M3/5141 , H04M3/5191 , H04M3/523 , H04W4/12 , H04W4/14 , H04W40/02 , H04W88/16

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