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11. 发明申请

US20060153064A1 System and method for storing and restoring communication dialog 有权
标题翻译：用于存储和恢复通信对话的系统和方法
公开(公告)号：US20060153064A1
公开(公告)日：2006-07-13
申请号：US11031162
申请日：2005-01-07
申请人： Denise Caballero-McCann , Sameer Azad , Kai Wang , Yi Zhang , Juhee Garg
发明人： Denise Caballero-McCann , Sameer Azad , Kai Wang , Yi Zhang , Juhee Garg
IPC分类号： H04J3/14 , H04J1/16 , H04L1/00 , H04L12/26 , H04L12/66
CPC分类号： H04L67/14
摘要： Storing and restoring a communication session includes establishing a communication session by exchanging dialog. Dialog from the communication session is stored to a persistent storage. Endpoints participate in the communication session to assert functionality to a monitoring module. If a failure occurs during the communication session, an endpoint receives the stored dialog from the persistent storage. Furthermore, the endpoint restores the received dialog onto a protocol stack to continue the communication session without loss of dialog.
摘要翻译：存储和恢复通信会话包括通过交换对话来建立通信会话。来自通信会话的对话框被存储到持久存储器中。端点参与通信会话以将功能断言到监控模块。如果在通信会话期间发生故障，则端点从持久存储器接收存储的对话。此外，端点将接收到的对话恢复到协议栈以继续通信会话而不丢失对话。

12. 发明申请

US20070160054A1 Method and system for receiving call center feedback 审中-公开
标题翻译：接收呼叫中心反馈的方法和系统
公开(公告)号：US20070160054A1
公开(公告)日：2007-07-12
申请号：US11330727
申请日：2006-01-11
申请人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann , Joseph Khouri
发明人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann , Joseph Khouri
IPC分类号： H04L12/56 , H04J3/14
CPC分类号： H04M3/5175 , H04M3/523 , H04M3/5231
摘要： A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.
摘要翻译：一种用于在呼叫中心接收反馈的方法包括从呼叫者接收呼叫以与多个代理中的一个进行连接，并将该呼叫分发给多个代理的第一代理。该方法包括发起与呼叫者和第一代理进行第一通信会话以处理呼叫。该方法还包括发起与呼叫者的第二通信会话。第二通信会话包括与第一通信会话并行的反馈会话。该方法还包括从呼叫者接收与呼叫者和第一代理之间的第一通信会话相关的反馈。

13. 发明申请

US20070201657A1 Method and system for providing a camp-on service for a network service 有权
标题翻译：为网络服务提供上网服务的方法和系统
公开(公告)号：US20070201657A1
公开(公告)日：2007-08-30
申请号：US11352074
申请日：2006-02-09
申请人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann
发明人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann
IPC分类号： H04M3/42
CPC分类号： H04M3/42374 , H04L67/24
摘要： A method for providing a camp-on service for a network service includes detecting a request from a user for access to a network service and detecting that the network service is unavailable. The method includes subscribing the user to a camp-on service for the network service. The method includes detecting that the network service is available and notifying the user that the network service is available.
摘要翻译：一种用于提供网络服务的驻留服务的方法包括：检测来自用户的访问网络服务的请求，并检测网络服务不可用。该方法包括将用户订阅用于网络服务的驻留服务。该方法包括检测网络服务可用，并通知用户网络服务可用。

14. 发明申请

US20070094661A1 Techniques for task management using presence 有权
标题翻译：使用存在的任务管理技术
公开(公告)号：US20070094661A1
公开(公告)日：2007-04-26
申请号：US11255828
申请日：2005-10-22
申请人： Randall Baird , Labhesh Patel , Denise Caballero-McCann , Shmuel Shaffer
发明人： Randall Baird , Labhesh Patel , Denise Caballero-McCann , Shmuel Shaffer
IPC分类号： G06F9/46
CPC分类号： G06Q10/06 , G06Q10/109
摘要： Techniques for scheduling a task include receiving task data and quorum data. Task data describes tasks to be performed by one or more participants. Quorum data indicates a participant set of one or more participants to perform each task. Current user data may also be received. Current user data describes a current task set of one or more tasks currently being performed by a particular participant. Either or both of the task data and the current user data describe interruptibility through a particular medium of a plurality of communications media. A particular time interval to schedule a particular task is determined based at least in part on the interruptibility of the task or the particular participant. These techniques allow either or both unscheduled tasks and previously scheduled tasks to be moved to time intervals that overlap other scheduled tasks, including tasks currently being performed by a participant.
摘要翻译：用于调度任务的技术包括接收任务数据和法定数据。任务数据描述要由一个或多个参与者执行的任务。法定人数数据表示执行每项任务的一个或多个参与者的参与者组。还可以接收当前用户数据。当前用户数据描述当前由特定参与者执行的一个或多个任务的当前任务集。任务数据和当前用户数据中的一个或两个都描述了通过多个通信介质的特定介质的中断。至少部分地基于任务或特定参与者的中断来确定调度特定任务的特定时间间隔。这些技术允许任何一个或两个非预定任务或先前调度的任务移动到与其他计划任务重叠的时间间隔，包括当前由参与者执行的任务。

15. 发明申请

US20070162552A1 Method and system for providing an instant messaging camp-on service 审中-公开
标题翻译：用于提供即时消息接发服务的方法和系统
公开(公告)号：US20070162552A1
公开(公告)日：2007-07-12
申请号：US11328713
申请日：2006-01-10
申请人： Shmuel Shaffer , Denise Caballero-McCann , Labhesh Patel , Mukul Jain
发明人： Shmuel Shaffer , Denise Caballero-McCann , Labhesh Patel , Mukul Jain
IPC分类号： G06F15/16
CPC分类号： H04L51/04 , H04M7/0045 , H04M2201/60
摘要： A method for providing an instant messaging camp-on service includes receiving, via a first instant messaging device, a request from a first user to log into an instant messaging server and to camp-on an instant messaging availability of a second user, wherein the second user is currently unavailable. The method also includes monitoring the instant messaging availability of the second user and determining that the second user is available via instant messaging and then notifying the first user via a first communication method of the instant messaging availability of the second user. The first communication method is different from instant messaging communication.
摘要翻译：一种用于提供即时消息接发服务的方法包括：经由第一即时消息收发设备接收来自第一用户的登录到即时消息收发服务器的请求，并且接收第二用户的即时消息收发可用性，其中，第二个用户当前不可用。该方法还包括监视第二用户的即时通信可用性并且通过即时消息发送确定第二用户可用，然后经由第一通信方法向第一用户通知第二用户的即时消息可用性。第一种通信方式与即时消息通信不同。

16. 发明申请

US20070121878A1 Method and system for providing a camp-on hold service 有权
标题翻译：提供营地保持服务的方法和系统
公开(公告)号：US20070121878A1
公开(公告)日：2007-05-31
申请号：US11271710
申请日：2005-11-11
申请人： Shmuel Shaffer , Labhesh Patel , Mukul Jain , Denise Caballero-McCann
发明人： Shmuel Shaffer , Labhesh Patel , Mukul Jain , Denise Caballero-McCann
IPC分类号： H04M3/42
CPC分类号： H04M3/4286 , H04M7/0045
摘要： A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.
摘要翻译：一种用于提供驻留保持服务的方法，包括检测第一用户和第二用户之间的保持状态，并通过将呼叫置于保持状态来建立呼叫保持。该方法还包括接收来自第二用户的请求，以驻留在呼叫保持状态并且在呼叫保持期间监视第一用户的状态。该方法还包括接收第一用户可用于继续与第二用户通信的指示，并且通知第二用户第一用户可用于继续与第二用户的通信。

17. 发明申请

US20070064913A1 Method and system for transferring an automatic call distributor call 有权
标题翻译：用于传送自动呼叫分配器呼叫的方法和系统
公开(公告)号：US20070064913A1
公开(公告)日：2007-03-22
申请号：US11210064
申请日：2005-08-23
申请人： Shmuel Shaffer , Balaji Sundara , Labhesh Patel , Denise Caballero-McCann
发明人： Shmuel Shaffer , Balaji Sundara , Labhesh Patel , Denise Caballero-McCann
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5232 , H04L65/80 , H04M3/2236
摘要： A method for transferring an automatic call distributor call includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes receiving a transfer request to transfer the call to a supervisor and selecting an available supervisor to receive the call. The available supervisor comprises a supervisor not in an uninterruptible state. The method includes transferring the call to the selected available supervisor.
摘要翻译：一种用于传送自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫，并将呼叫分发给多个代理的第一代理进行处理。该方法包括接收传送请求以将呼叫传送给主管，并选择可用主管接收呼叫。可用的主管包括不处于不间断状态的主管。该方法包括将呼叫转移到所选择的可用主管。

18. 发明申请

US20070005763A1 Method and system for using load information in an instant messaging system 审中-公开
标题翻译：在即时消息系统中使用负载信息的方法和系统
公开(公告)号：US20070005763A1
公开(公告)日：2007-01-04
申请号：US11173607
申请日：2005-07-01
申请人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann
发明人： Shmuel Shaffer , Labhesh Patel , Denise Caballero-McCann
IPC分类号： G06F15/173
CPC分类号： H04L51/04 , H04L51/26
摘要： A method for using load information in an instant messaging system includes determining current communication session load information of the user. The method includes blocking from transmission to the user instant message communications based on the current communication session load information of the user.
摘要翻译：一种在即时消息收发系统中使用负载信息的方法包括确定用户的当前通信会话负载信息。该方法包括基于用户的当前通信会话负载信息阻止传输到用户即时消息通信。

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