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11. 发明申请

US20110283000A1 Management of Queues in Contact Centres 审中-公开
标题翻译：联络中心排队管理
公开(公告)号：US20110283000A1
公开(公告)日：2011-11-17
申请号：US13195948
申请日：2011-08-02
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/173
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

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

US20100169486A1 Access to resources in a virtual environment 有权
标题翻译：访问虚拟环境中的资源
公开(公告)号：US20100169486A1
公开(公告)日：2010-07-01
申请号：US12346336
申请日：2008-12-30
申请人： Tony McCormack , Neil O'Connor , Joseph Smyth
发明人： Tony McCormack , Neil O'Connor , Joseph Smyth
IPC分类号： G06F15/173
CPC分类号： H04L12/5695 , H04L47/12 , H04L47/70 , H04L47/741 , H04L47/821 , H04L49/90 , H04L67/1002 , H04L67/1012 , H04L67/322 , H04L67/38
摘要： Access to a resource in a virtual environment is controllably granted by: a) receiving, from a user of the environment, a request for access to the resource; b) allocating the request to a queue of requests for the resource; c) determining a maximum permissible rate of access of users to the resource; d) providing a mechanism which is operable to grant users of the virtual environment with access to the resource at a rate no greater than the maximum permissible rate; e) allocating requests from the queue to the mechanism at a controlled allocation rate no greater than the maximum permissible rate; f) upon allocation of the request from the user to the mechanism, the mechanism granting the user with access to the resource within the virtual environment.
摘要翻译：通过以下方式可控地授予对虚拟环境中的资源的访问：a）从环境的用户接收对资源的访问请求; b）将请求分配给资源请求队列; c）确定用户对资源的最大允许访问率; d）提供一种机制，其可操作地以不大于最大允许速率的速率向虚拟环境的用户授予对资源的访问; e）以不大于最大允许速率的受控分配速率向队列分配请求; f）在从用户向机制分配请求时，允许用户访问虚拟环境内的资源的机制。

14. 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。

15. 发明授权

US08434004B2 Representations of communications sessions in virtual environments 有权
标题翻译：虚拟环境中通信会话的表示
公开(公告)号：US08434004B2
公开(公告)日：2013-04-30
申请号：US12739345
申请日：2008-10-20
申请人： Michael Hartman , Tony McCormack , Neil O'Connor
发明人： Michael Hartman , Tony McCormack , Neil O'Connor
IPC分类号： G06F3/048
CPC分类号： A63F13/87 , A63F13/12 , A63F13/335 , A63F13/79 , A63F2300/305 , A63F2300/5553 , A63F2300/572
摘要： A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.
摘要翻译：在虚拟环境中表示通信会话的方法使用呈现实体，该呈现实体被提供在环境中的它将被从请求了通信会话的用户的观察点可见和/或可听到的位置。例如，可以在环境中表示字符或对象的呈现实体在环境内向用户呈现信息。还公开了一种自动化居民，其可以与这种环境的其他居民相互作用，获得传递给联络中心并由其使用的信息，以排队这些其他居民和联络中心代理之间的接触。

16. 发明授权

US08229100B2 Call prioritization methods in a call center 失效
标题翻译：在呼叫中心呼叫优先级方法
公开(公告)号：US08229100B2
公开(公告)日：2012-07-24
申请号：US11577472
申请日：2005-10-19
申请人： Neil O'Connor , Tony McCormack
发明人： Neil O'Connor , Tony McCormack
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5232 , G06Q20/10 , G06Q20/108 , H04M3/5233 , H04M7/12 , H04M2207/18
摘要： According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.
摘要翻译：根据本发明的一个方面，提供了一种从远离呼叫中心的呼叫者位置分配到呼叫中心的呼叫的方法，接收来自呼叫者的呼叫，该呼叫包括位于紧邻该呼叫中心的RFID芯片的信息来电地点; 解码来自RFID芯片的信息以确定与该信息相关的一个或多个参数; 使用所述一个或多个参数在呼叫中心从呼叫者分配呼叫，以确保根据参数处理呼叫。这具有在呼叫中心内更加有效地管理呼叫的优点，并确保呼叫被发送到具有最适当技能的代理。

17. 发明申请

US20100162121A1 DYNAMIC CUSTOMIZATION OF A VIRTUAL WORLD 审中-公开
标题翻译：虚拟世界的动态自定义
公开(公告)号：US20100162121A1
公开(公告)日：2010-06-24
申请号：US12341871
申请日：2008-12-22
申请人： John H. Yoakum , Tony McCormack , Neil O'Connor
发明人： John H. Yoakum , Tony McCormack , Neil O'Connor
IPC分类号： G06F3/048
CPC分类号： A63F13/63 , A63F13/12 , A63F13/215 , A63F13/79 , A63F13/87 , A63F2300/1081 , A63F2300/572 , A63F2300/6009 , G06F3/16 , G06Q30/02 , G10L15/08 , G10L2015/025 , G10L2015/088
摘要： A method and apparatus of dynamically customizing a virtual world. A first user and a second user engage in a conversation with respect to a location in the virtual world. A speech processor monitors the conversation and detects that a sound made matches a key sound. The virtual world is altered to include a virtual world customization based on the key sound. The virtual world customization may also be based on user information associated with the user in the conversation that made the sound.
摘要翻译：动态定制虚拟世界的方法和装置。第一用户和第二用户参与关于虚拟世界中的位置的对话。语音处理器监视会话并检测到声音与键声音相匹配。虚拟世界被改变为包括基于关键声音的虚拟世界定制。虚拟世界定制也可以基于与发出声音的对话中的用户相关联的用户信息。

18. 发明申请

US20100158237A1 Method and Apparatus for Monitoring Contact Center Performance 审中-公开
标题翻译：监测接触中心性能的方法和装置
公开(公告)号：US20100158237A1
公开(公告)日：2010-06-24
申请号：US12339998
申请日：2008-12-19
申请人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
发明人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G10L2015/088 , H04M2201/40
摘要： A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification.
摘要翻译：用于监视联络中心的通信会话的系统包括一个或多个定义的语音事件的存储，其可以在由操作该联络中心的代理站的代理人处理的联系人的通信会话中发生，语音事件包括在通信会话的音频流中的至少一个字的至少一次出现。在涉及联络中心的代理站的通信会话期间，语音分析器可操作以检测语音事件之一的发生。事件发生器响应于语音事件中的一个的检测，用于在通信会话期间将识别语音事件的事件通知发送到已被配置为接收这种事件通知的联络中心的报告组件。显示器在联络中心的主管台实时地显示由联络中心正在处理的联系人的事件数据，所显示的事件数据包括在事件通知中识别的语音事件。

19. 发明申请

US20070140467A1 Dynamic interactions in a communications system 有权
标题翻译：通信系统中的动态交互
公开(公告)号：US20070140467A1
公开(公告)日：2007-06-21
申请号：US11312977
申请日：2005-12-20
申请人： Tony McCormack , Paul D'Arcy , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Neil O'Connor
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5233 , G06Q10/10 , H04L65/4007
摘要： Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.
摘要翻译：与通信系统通信的参与者可以通过向每个参与者分配代理简档来允许以代理人的身份分配给该参与者的联系人请求来彼此联系。一个参与者提交具有可以与代理简档匹配的详细信息的联系人请求，并且该联系请求是基于其内容的队列。通过将队列中的请求分配给其代理配置文件与队列匹配的参与者，在联系请求和第二参与者之间进行匹配。因此，第二参与者有机会以代理人的身份响应联系请求。不胜感激的是，本发明的方法不是提供非结构化环境（例如免费讨论论坛），而是为一组感兴趣的参与者提供一种方式来响应彼此提交的请求，要求该组织的合适和胜任的成员。除了允许对信息或帮助的简单请求进行响应之外，该方法和系统还在诸如在线游戏的较大环境的背景下具有应用。

20. 发明申请

US20070140442A1 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US20070140442A1
公开(公告)日：2007-06-21
申请号：US11313371
申请日：2005-12-21
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M1/64
CPC分类号： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

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