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    • 13. 发明授权
    • Management of call handling treatments
    • 电话处理处理管理
    • US08374327B2
    • 2013-02-12
    • US12504830
    • 2009-07-17
    • Michael HartmanTom Howley
    • Michael HartmanTom Howley
    • H04M3/42
    • H04M3/493H04M3/2218H04M3/51
    • The provision of call handling treatments to callers interacting with an automated call-handling system is managed by, for each of a plurality of callers, providing a sequence of call handling treatments to the caller in accordance with workflows; monitoring a measurable performance indicator associated with that caller's behavior; determining an association between the performance indicator and the call handling treatments provided to the caller; and recording the association. Then, based on the recorded associations, the system determines a pattern of deviation in the performance indicator attributable to the call handling treatments; and alters the workflow in response to the deviation by making a change in the workflow selected from promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a later point in the workflow; adding a call handling treatment to the workflow; and removing a call handling treatment from the workflow.
    • 针对与自动呼叫处理系统交互的呼叫者提供呼叫处理处理由多个呼叫者中的每一个管理,根据工作流向呼叫者提供一系列呼叫处理处理; 监测与该呼叫者行为相关的可衡量的绩效指标; 确定提供给呼叫者的性能指示符和呼叫处理处理之间的关联; 并记录关联。 然后,根据记录的关联,系统确定归因于呼叫处理处理的性能指标的偏差模式; 并且通过使所选择的所述工作流程中的改变从所述工作流中的早期点改变为响应于所述偏差而改变所述工作流程; 将呼叫处理降级到工作流中的稍后点; 向工作流添加呼叫处理处理; 并从工作流中删除呼叫处理处理。
    • 17. 发明授权
    • Providing access to a plurality of e-mail and voice message accounts from a single web-based interface
    • 从单个基于Web的界面提供对多个电子邮件和语音消息帐户的访问
    • US07020687B2
    • 2006-03-28
    • US09860419
    • 2001-05-18
    • Eoin MooneyNoel DugganLorcan O'TooleMichael Hartman
    • Eoin MooneyNoel DugganLorcan O'TooleMichael Hartman
    • G06F13/00
    • H04L51/36H04L51/00H04L51/066H04M3/53H04M2203/253
    • Consider a user who has three different types of email account. Previously, in order to access those different email accounts the user has had a terminal with three desktop applications, one for accessing each type of email account. The user has been unable to access all of his or her email accounts simultaneously. Instead, the user has had to connect, for example, using a RAS connection, to one of the email accounts and then terminate that RAS connection before initiating a new RAS connection to the next type of email account. This is time consuming and problematic for users, particularly those who travel frequently. Another problem is that the user must maintain software applications on his or her terminal, one for each of the different types of message account. This takes up valuable memory and processing capacity on the user terminal. The present invention removes these problems by providing a single web based interface that gives the user access to a plurality of different message accounts on different message servers. In addition, logon times and network bandwidth requirements are reduced by storing retrieved message information in a cookie on the user's terminal.
    • 考虑具有三种不同类型的电子邮件帐户的用户。 以前,为了访问这些不同的电子邮件帐户,用户拥有一个具有三个桌面应用程序的终端,一个用于访问每种类型的电子邮件帐户。 用户无法同时访问他或她的所有电子邮件帐户。 相反,用户必须将例如使用RAS连接连接到其中一个电子邮件帐户,然后在启动到下一类型的电子邮件帐户的新RAS连接之前终止该RAS连接。 这对于用户来说是耗时且有问题的,特别是经常旅行的用户。 另一个问题是用户必须在他或她的终端上维护软件应用程序,每个不同类型的消息帐户都有一个。 这在用户终端上占用了宝贵的内存和处理能力。 本发明通过提供单个基于web的接口来消除这些问题,该接口使得用户能够访问不同消息服务器上的多个不同的消息账户。 此外,通过将检索到的消息信息存储在用户终端上的cookie中来减少登录时间和网络带宽要求。