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11. 发明授权

US08121269B1 System and method for automatically managing participation at a meeting 失效
标题翻译：自动管理会议参与的系统和方法
公开(公告)号：US08121269B1
公开(公告)日：2012-02-21
申请号：US11395110
申请日：2006-03-31
申请人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
发明人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
IPC分类号： H04M11/00
CPC分类号： H04L12/1822 , H04L12/18
摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least to one or more keywords. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
摘要翻译：参与者管理系统，用于识别会议的潜在受邀者。存储装置保持至少存储一个或多个关键字的个人关联记录。在会议准备期间，系统通过识别人员来响应用户对关键词的输入。用户没有义务通过关键词对人物进行选择，只能选择主题。

12. 发明授权

US07912209B1 Managing statistical information in a contact center 有权
标题翻译：管理联络中心的统计信息
公开(公告)号：US07912209B1
公开(公告)日：2011-03-22
申请号：US11313369
申请日：2005-12-21
申请人： Tony McCormack , Neil O'Connor , Patrick Hession , Owen Friel
发明人： Tony McCormack , Neil O'Connor , Patrick Hession , Owen Friel
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G06Q10/10
摘要： Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.
摘要翻译：与联络中心的物理，逻辑和软件组件的操作相关的统计信息由组件本身或代表组件本身而不是基于来自组件的事件通知的统计引擎生成。以这种方式，可以将本地生成的统计信息作为这些组件的存在信息的一部分进行传送。通过为感兴趣的组件的存在信息订阅呈现服务，统计服务可以收集来自每个组件的本地产生的统计信息。这提供了一种较少集中的，更动态的和适应性更强的管理联络中心统计信息的方式，并提供了生成报警和警报的其他方法。

13. 发明申请

US20080123839A1 Peer to Peer Contact Center 有权
标题翻译：对等联系中心
公开(公告)号：US20080123839A1
公开(公告)日：2008-05-29
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

14. 发明授权

US09247070B2 Method of operating a contact center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US09247070B2
公开(公告)日：2016-01-26
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , H04M7/00 , G06Q30/00 , H04M3/51 , H04M3/523 , H04L29/06 , H04M3/42
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

15. 发明授权

US08929533B2 Peer to peer contact center 有权
标题翻译：对等联络中心
公开(公告)号：US08929533B2
公开(公告)日：2015-01-06
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00 , H04M3/523 , H04M7/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

16. 发明授权

US08849907B1 System and method for notifying participants of topics in an ongoing meeting or conference 有权
标题翻译：在正在进行的会议或会议中通知参与者主题的系统和方法
公开(公告)号：US08849907B1
公开(公告)日：2014-09-30
申请号：US11395601
申请日：2006-03-31
申请人： Patrick Hession , Tony McCormack , John Costello
发明人： Patrick Hession , Tony McCormack , John Costello
IPC分类号： G06F15/16 , H04L12/18 , H04L29/06 , H04L12/58
CPC分类号： G06F15/16 , H04L12/1822 , H04L12/1831 , H04L12/1895 , H04L29/06401 , H04L51/04 , H04L65/4038 , H04M3/42365 , H04M3/563 , H04M2203/352 , H04M2203/5009
摘要： A conference notification system in which potential participants to a conference re notified of relevant sections of the conference as they occur. Records are maintained of associations of persons to at least one or more conference section indicators, each indicator being uniquely associated with a conference section. The system identifies the current conference section and identifies persons associated with the current section, notifying them accordingly.
摘要翻译：会议通知系统，会议的潜在参与者重新通知会议的相关部分。将人员关联的记录保存到至少一个或多个会议部分指示符，每个指示符与会议部分唯一地相关联。系统识别当前的会议部分，并识别与当前部分相关联的人员，并相应地通知他们。

17. 发明授权

US07796747B1 Method and system for management of queues in contact centers 有权
标题翻译：联络中心队伍管理方法和系统
公开(公告)号：US07796747B1
公开(公告)日：2010-09-14
申请号：US11431230
申请日：2006-05-10
申请人： Tony McCormack , Patrick Hession , John Costello
发明人： Tony McCormack , Patrick Hession , John Costello
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5238
摘要： Contacts are managed within a contact center by associating each contact with one or more skill set and priority identifiers. The contacts may be represented as a software object. Contact (or contact objects) may be queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. For those contacts having multiple skill sets, a process and a system is disclosed wherein the multiple skill sets of the contact are serviced by multiple agents to provide a 1 to N process. The customer may be given the option to have each additional agent conference into a contact session thereby reducing the customer's overall wait time for the contact to be serviced. The process and system also may include identifying contact objects having prerequisites and routing those contact objects to an agent having one of the prerequisites. The process and system also allows a group of related contacts to be serviced by one or more agents in an M to 1 or M to N fashion. This is accomplished in part by determining if the contact has a common identifier associating the contact with a larger group and routing the contact to an agent or agents supporting contacts having the common identifier.
摘要翻译：通过将每个联系人与一个或多个技能组和优先级标识符相关联，在联络中心内管理联系人。联系人可以表示为软件对象。联系人（或联系对象）可以通过对每个联系人之前和之后的对象的引用和/或来自彼此排队。对于具有多个技能组的那些联系人，公开了一种过程和系统，其中联系人的多个技能组由多个代理服务以提供1到N进程。客户可以选择让每个额外的代理会议进入联系会话，从而减少客户对联系人进行维修的整体等待时间。该过程和系统还可以包括识别具有先决条件的联系人对象并将这些联系人对象路由到具有先决条件之一的代理。该过程和系统还允许一组相关的联系人由M到1或M到N的方式由一个或多个代理服务。这部分是通过确定联系人是否具有将联系人与较大群组相关联并将该联系人路由到代理的通用标识或者支持具有公共标识符的联系人的代理来实现的。

18. 发明申请

US20100077082A1 Method of Operating A Contact Center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US20100077082A1
公开(公告)日：2010-03-25
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , G06Q10/00 , G06Q50/00
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

19. 发明授权

US07519626B2 Management of contacts in a network of contact centers 有权
标题翻译：管理联络中心联络人
公开(公告)号：US07519626B2
公开(公告)日：2009-04-14
申请号：US10828697
申请日：2004-04-21
申请人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
发明人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
IPC分类号： G06F17/30
CPC分类号： G06Q10/06 , Y10S707/99944 , Y10S707/99952
摘要： There is a need to provide a method of managing contacts in a network of contact centers which facilitates even distribution of work load across the contact centers, is flexible, has inherent resilience, and which enables each contact center to have a degree of autonomy. This is achieved in the present invention by using contact objects and agent objects at each contact center and replicating and synchronizing those objects from each contact center to each of the other contact centers.
摘要翻译：需要提供一种在联络中心网络中管理联系人的方法，其有助于跨联络中心的均匀分配工作负载，灵活性，具有固有的弹性，并且使每个联络中心具有一定程度的自主权。这在本发明中通过在每个联络中心处使用联系对象和代理对象来实现，并且将这些对象从每个联络中心复制并同步到每个其他联络中心。

20. 发明申请

US20050240594A1 Management of contacts in a network of contact centers 有权
标题翻译：管理联络中心联络人
公开(公告)号：US20050240594A1
公开(公告)日：2005-10-27
申请号：US10828697
申请日：2004-04-21
申请人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
发明人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
IPC分类号： G06F7/00 , G06Q10/00
CPC分类号： G06Q10/06 , Y10S707/99944 , Y10S707/99952
摘要： There is a need to provide a method of managing contacts in a network of contact centers which facilitates even distribution of work load across the contact centers, is flexible, has inherent resilience, and which enables each contact center to have a degree of autonomy. This is achieved in the present invention by using contact objects and agent objects at each contact center and replicating and synchronizing those objects from each contact center to each of the other contact centers.
摘要翻译：需要提供一种在联络中心网络中管理联系人的方法，其有助于跨联络中心的均匀分配工作负载，灵活性，具有固有的弹性，并且使每个联络中心具有一定程度的自主权。这在本发明中通过在每个联络中心处使用联系对象和代理对象来实现，并且将这些对象从每个联络中心复制并同步到每个其他联络中心。

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