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11. 发明授权

US07099442B2 Telephony and voice interface for voice server system management 有权
标题翻译：电话和语音接口，用于语音服务器系统管理
公开(公告)号：US07099442B2
公开(公告)日：2006-08-29
申请号：US10302437
申请日：2002-11-22
申请人： William V. Da Palma , Ricardo dos Santos , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Ricardo dos Santos , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M1/64
CPC分类号： H04M3/42144 , H04M3/4936 , H04M2201/60 , H04M2203/1016
摘要： A method of administering a voice server can include, within the voice server, receiving a call from a system administrator. Call control data of the received call can be matched with a system administration application of the voice server. The system administration application can be executed. Responsive to the executing step, communications between the system administration application and a resource management system of the voice server can be established such that the system administrator can interact with the resource management system to request administrative functions over the call.
摘要翻译：管理语音服务器的方法可以包括在语音服务器内从系统管理员接收呼叫。接收到的呼叫的呼叫控制数据可以与语音服务器的系统管理应用相匹配。可以执行系统管理应用程序。响应于执行步骤，可以建立系统管理应用与语音服务器的资源管理系统之间的通信，使得系统管理员可以与资源管理系统交互以通过呼叫请求管理功能。

12. 发明授权

US08874447B2 Inferring switching conditions for switching between modalities in a speech application environment extended for interactive text exchanges 有权
标题翻译：推动用于在语音应用环境中的模式之间切换的切换条件，用于交互式文本交换
公开(公告)号：US08874447B2
公开(公告)日：2014-10-28
申请号：US13543198
申请日：2012-07-06
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G10L21/00 , G10L25/00 , G10L15/22
CPC分类号： G10L15/22
摘要： The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialog session involving a speech application. The method establishes a dialog session between a user and the speech application. During the dialog session, the user interacts using an original modality and a second modality. The speech application interacts using a speech modality only. A set of conditions indicative of interaction problems using the original modality can be inferred. Responsive to the inferring step, the original modality can be changed to the second modality. A modality transition to the second modality can be transparent the speech application and can occur without interrupting the dialog session. The original modality and the second modality can be different modalities; one including a text exchange modality and another including a speech modality.
摘要翻译：所公开的解决方案包括用于基于涉及语音应用的对话会话中的推断条件来动态地切换模态的方法。该方法在用户和语音应用程序之间建立对话会话。在对话会话期间，用户使用原始模态和第二模态交互。语音应用程序仅使用语音模式进行交互。可以推断出使用原始模态表示交互问题的一组条件。响应于推理步骤，原始模态可以改为第二模态。对第二模态的模态转换可以是语音应用的透明，并且可以在不中断对话会话的情况下发生。原来的模式和第二种模式可以是不同的模式; 一个包括文本交换模式，另一个包括语音模式。

13. 发明授权

US08675859B2 Implementing a contact center using open standards and non-proprietary components 有权
标题翻译：使用开放标准和非专有组件实施联络中心
公开(公告)号：US08675859B2
公开(公告)日：2014-03-18
申请号：US13467498
申请日：2012-05-09
申请人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M3/00 , H04M5/00 , G06F15/16
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译：本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由，并且可以提供用于配置和监视实时代理的工具。在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。

14. 发明授权

US08654940B2 Dialect translator for a speech application environment extended for interactive text exchanges 有权
标题翻译：用于语音应用环境的方言翻译器用于交互式文本交换
公开(公告)号：US08654940B2
公开(公告)日：2014-02-18
申请号：US13414997
申请日：2012-03-08
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M11/00
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译：本解决方案包括实时自动通信方法。在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。可以接收输入到文本交换客户端的文本交换消息。与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。翻译的文本交换消息可以作为输入发送到语音服务器。语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。

15. 发明申请

US20120173225A1 DIALECT TRANSLATOR FOR A SPEECH APPLICATION ENVIRONMENT EXTENDED FOR INTERACTIVE TEXT EXCHANGES 有权
标题翻译：用于交互式文本交换的语音应用程序环境的对角翻译器
公开(公告)号：US20120173225A1
公开(公告)日：2012-07-05
申请号：US13414997
申请日：2012-03-08
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G06F17/28
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译：本解决方案包括实时自动通信方法。在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。可以接收输入到文本交换客户端的文本交换消息。与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。翻译的文本交换消息可以作为输入发送到语音服务器。语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。

16. 发明授权

US08189563B2 View coordination for callers in a composite services enablement environment 失效
标题翻译：查看组合服务启用环境中的呼叫者的协调
公开(公告)号：US08189563B2
公开(公告)日：2012-05-29
申请号：US11297542
申请日：2005-12-08
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04L12/66
CPC分类号： H04M7/1205 , H04L67/14 , H04M3/493 , H04M3/4938 , H04M3/567 , H04M7/0027 , H04M2203/251 , H04M2203/253
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment of the invention, a view coordination method for callers in a composite services enablement environment can include establishing for a single session, a first channel of access to a composite service providing a view to a first end point for the first channel of access associated with a first caller in a public switched telephone network (PSTN). The method further can include receiving a network address for second end point associated with a second caller in the PSTN telephonically coupled to the first caller over the PSTN. Responsive to receiving the network address, a second channel of access can be established to the composite service for the single session in order to provide the view to the second end point. Finally, changes of state can be synchronized for the view for each of the channels of access.
摘要翻译：本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。在本发明的一个实施例中，用于组合服务使能环境中的呼叫者的视图协调方法可以包括为单个会话建立对组合服务的访问的第一信道，该组合服务提供第一接入信道的第一端点的视图与公共交换电话网（PSTN）中的第一呼叫者相关联。该方法还可以包括：接收与通过PSTN电话耦合到第一呼叫者的PSTN中的第二呼叫者相关联的第二终端的网络地址。响应于接收网络地址，可以为单个会话的组合服务建立第二个访问通道，以便向第二个终点提供视图。最后，可以为每个访问通道的视图同步状态的更改。

17. 发明授权

US08130916B2 Dynamically improving performance of an interactive voice response (IVR) system using a complex events processor (CEP) 有权
标题翻译：动态改善使用复杂事件处理器（CEP）的交互式语音响应（IVR）系统的性能，
公开(公告)号：US08130916B2
公开(公告)日：2012-03-06
申请号：US12349725
申请日：2009-01-07
申请人： Edward M. Lynch , David D. Martin , Jared M. Michalec , Victor S. Moore , Wendi L. Nusbickel
发明人： Edward M. Lynch , David D. Martin , Jared M. Michalec , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M1/64
CPC分类号： H04M1/24 , H04M3/2227 , H04M3/493
摘要： Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.
摘要翻译：可以捕获在交互式语音响应（IVR）系统和呼叫者之间交互期间发生的问题事件的问题事件数据。可以分析问题事件数据的性能问题。性能问题可以表现为以不可接受的性能水平运行的IVR系统的交互式部分。然后可以确定IVR性能改进措施来解决性能问题。 IVR性能改进措施可以传达给IVR系统。 IVR系统执行IVR性能改进措施可以减少与性能问题相关的问题事件的发生。

18. 发明授权

US08112761B2 Interfacing an application server to remote resources using Enterprise Java Beans as interface components 失效
标题翻译：使用Enterprise Java Beans作为接口组件将应用程序服务器与远程资源进行交互
公开(公告)号：US08112761B2
公开(公告)日：2012-02-07
申请号：US12200018
申请日：2008-08-28
申请人： Thomas E. Creamer , Victor S. Moore , Wendi L. Nusbickel , Ricardo Dos Santos , James J. Sliwa
发明人： Thomas E. Creamer , Victor S. Moore , Wendi L. Nusbickel , Ricardo Dos Santos , James J. Sliwa
IPC分类号： G06F13/00
CPC分类号： G06F9/5055
摘要： A method for interfacing an application server with a resource can include the step of associating a plurality of Enterprise Java Beans (EJBs) to a plurality of resources, where a one-to-one correspondence exists between EJB and resource. An application server can receive an application request and can determine a resource for handling the request. An EJB associated with the determined resource can interface the application server to the determined resource. The request can be handled with the determined resource.
摘要翻译：用于将应用服务器与资源进行接口的方法可以包括将多个企业Java Bean（EJB）与多个资源相关联的步骤，其中在EJB和资源之间存在一对一的对应关系。应用程序服务器可以接收应用程序请求，并可以确定处理请求的资源。与确定的资源相关联的EJB可以将应用服务器连接到所确定的资源。该请求可以用确定的资源来处理。

19. 发明申请

US20110270613A1 INFERRING SWITCHING CONDITIONS FOR SWITCHING BETWEEN MODALITIES IN A SPEECH APPLICATION ENVIRONMENT EXTENDED FOR INTERACTIVE TEXT EXCHANGES 有权
标题翻译：用于在语音应用程序环境中切换交互式文本交换之间的切换切换条件
公开(公告)号：US20110270613A1
公开(公告)日：2011-11-03
申请号：US13179098
申请日：2011-07-08
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G10L13/00
CPC分类号： G10L15/22
摘要： The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialogue session involving a speech application. The method establishes a dialogue session between a user and the speech application. During the dialogue session, the user interacts using an original modality and a second modality. The speech application interacts using a speech modality only. A set of conditions indicative of interaction problems using the original modality can be inferred. Responsive to the inferring step, the original modality can be changed to the second modality. A modality transition to the second modality can be transparent the speech application and can occur without interrupting the dialogue session. The original modality and the second modality can be different modalities; one including a text exchange modality and another including a speech modality.
摘要翻译：所公开的解决方案包括用于基于涉及语音应用的对话会话中的推断条件来动态地切换模态的方法。该方法在用户和语音应用之间建立对话会话。在对话会话期间，用户使用原始模式和第二模式进行交互。语音应用程序仅使用语音模式进行交互。可以推断出使用原始模态表示交互问题的一组条件。响应于推理步骤，原始模态可以改为第二模态。对第二模态的模态转换可以是语音应用的透明度，并且可以在不中断对话会话的情况下发生。原来的模式和第二种模式可以是不同的模式; 一个包括文本交换模式，另一个包括语音模式。

20. 发明授权

US08000969B2 Inferring switching conditions for switching between modalities in a speech application environment extended for interactive text exchanges 有权
标题翻译：推动用于在语音应用环境中的模式之间切换的切换条件，用于交互式文本交换
公开(公告)号：US08000969B2
公开(公告)日：2011-08-16
申请号：US11613176
申请日：2006-12-19
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G10L21/00
CPC分类号： G10L15/22
摘要： The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialogue session involving a speech application. The method establishes a dialogue session between a user and the speech application. During the dialogue session, the user interacts using an original modality and a second modality. The speech application interacts using a speech modality only. A set of conditions indicative of interaction problems using the original modality can be inferred. Responsive to the inferring step, the original modality can be changed to the second modality. A modality transition to the second modality can be transparent the speech application and can occur without interrupting the dialogue session. The original modality and the second modality can be different modalities; one including a text exchange modality and another including a speech modality.
摘要翻译：所公开的解决方案包括用于基于涉及语音应用的对话会话中的推断条件来动态地切换模态的方法。该方法在用户和语音应用之间建立对话会话。在对话会话期间，用户使用原始模式和第二模式进行交互。语音应用程序仅使用语音模式进行交互。可以推断出使用原始模态表示交互问题的一组条件。响应于推理步骤，原始模态可以改为第二模态。对第二模态的模态转换可以是语音应用的透明度，并且可以在不中断对话会话的情况下发生。原来的模式和第二种模式可以是不同的模式; 一个包括文本交换模式，另一个包括语音模式。

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