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11. 发明授权

US06542475B1 Method and system for providing enhanced call service features at remote locations 有权
标题翻译：用于在远程位置提供增强的呼叫服务功能的方法和系统
公开(公告)号：US06542475B1
公开(公告)日：2003-04-01
申请号：US09370766
申请日：1999-08-09
申请人： Srinivas Bala , Yihsiu Chen , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Yihsiu Chen , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04Q1100
CPC分类号： H04Q3/62 , H04L63/08 , H04Q2213/13091 , H04Q2213/13096 , H04Q2213/1315 , H04Q2213/13175 , H04Q2213/13179 , H04Q2213/13199 , H04Q2213/13202 , H04Q2213/13209 , H04Q2213/1322 , H04Q2213/13224 , H04Q2213/1324 , H04Q2213/1326 , H04Q2213/13282 , H04Q2213/1329 , H04Q2213/13332 , H04Q2213/13337 , H04Q2213/13339 , H04Q2213/13375 , H04Q2213/13377 , H04Q2213/13384 , H04Q2213/13389 , H04Q2213/13405
摘要： A system and method for providing PBX-like functionality at a remote office location utilizes a remote office platform interposed between a data communications network and the conventional office PBX. A remotely located individual (such as a telecommuter) can “log in” to the remote office platform and, once the individual is authenticated, the platform can “push” a graphical user interface emulating a PBX station set to the remote employee's personal computer. As the individual activates the various PBX-like features (by “clicking” on a particular button on the screen) a command is returned to the remote office platform and ultimately communicated to the office PBX to affect the desired result (e.g., call transfer, hold, conference, etc.). Inbound traffic to the office PBX destined for the remote individual will be immediately forwarded by the PBX to the remote office platform to be communicated to that person's “soft phone” on the personal computer.
摘要翻译：用于在远程办公室位置提供类PBX功能的系统和方法利用介于数据通信网络和常规办公室PBX之间的远程办公平台。一个远程位置的个人（如远程办公人员）可以“登录”到远程办公室平台，一旦个人通过身份验证，该平台可以“推动”一个模拟PBX站的图形用户界面设置到远程员工的个人计算机。当个人激活各种类PBX的功能（通过在屏幕上的特定按钮上“点击”）命令返回到远程办公室平台，并最终传达到办公室PBX以影响所需的结果（例如，呼叫转移，举行，会议等）。到达远程个人的办公室PBX的入站流量将立即由集团电话转发到远程办公平台，以传达给个人计算机上该人的“软电话”。

12. 发明授权

US06804345B1 Virtual contact center with flexible staffing control 有权
标题翻译：虚拟联络中心具有灵活的员工控制能力
公开(公告)号：US06804345B1
公开(公告)日：2004-10-12
申请号：US09492594
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M7/006 , H04M3/382 , H04M3/5125 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/12 , H04M7/121 , H04M7/1235
摘要： Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRs. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.
摘要翻译：分页，蜂窝电话或其他消息功能被并入到虚拟联络中心系统中，以允许注销的客户服务代表（CSR）被警告登录系统的需要，并允许CSR警告主管或专家登录到系统。将现有条件的联系人控制服务器与预定标准进行匹配，例如在分配的时间内登录失败或指定的网络条件（例如客户队列的长度），触发一个或多个注销CSR的通信命令。在联系控制服务器上进行匹配的后续测试结果会导致页面请求被更新，重定向或取消。异常联系要求或新兴网络条件需要监督输入或由流量或主题专家进行的监控增加同样是通过联络控制服务器的分析或CSR点击选择要发送到虚拟联络中心的消息来触发，请求发出信息，例如网页识别人员。

13. 发明授权

US06650747B1 Control of merchant application by system monitor in virtual contact center 有权
标题翻译：通过虚拟联络中心的系统监控控制商户应用
公开(公告)号：US06650747B1
公开(公告)日：2003-11-18
申请号：US09490887
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M3/382 , H04M3/5125 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/006 , H04M7/12 , H04M7/1205
摘要： A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer. Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.
摘要翻译：虚拟联络中心（VCC）系统包括使用虚拟网络计算（VNC）技术在VCC监视器完全参与客户和客户服务代表（CSR）之间的交易中的设施。远离第一计算机系统的第二显示系统在第一计算机上主动地查看和控制计算桌面。因此，一个或多个虚拟联络中心监视器可以同时查看包括商家应用的窗口的CSR桌面。此外，使用VNC程序允许监视器以与CSR相同的方式直接控制选择，显示，数据输入以及与这些商家应用程序和客户的交互。

14. 发明授权

US06654459B1 Enhanced agent authentication in virtual contact center 有权
标题翻译：虚拟联络中心增强代理认证
公开(公告)号：US06654459B1
公开(公告)日：2003-11-25
申请号：US09490895
申请日：2000-01-27
申请人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Srinivas Bala , Mark Jeffrey Foladare , Kathleen C. Fowler , Shelley B. Goldman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M300
CPC分类号： H04M7/006 , H04L63/08 , H04L63/18 , H04M3/382 , H04M3/523 , H04M7/121
摘要： A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.
摘要翻译：虚拟联络中心系统包括用于在通过计算机链接登录的CSR回拨时提供语音认证提示的设施。更具体地，在本发明的说明性实施例中，语音应答单元（VRU）在接触控制服务器的控制下向CSR提供有声随机字符序列。在接收到该序列时，CSR寻找相同或相关字符序列中的认证密钥，以通过计算机传送到联系人控制服务器。当以预期形式在联络控制服务器处接收到来自CSR的密钥序列时，确定CSR是可信的。在适当的情况下，来自联系人控制中心VRU的语音提示或来自CSR的键控字符序列中的一个或两个可以被加密，以进一步提高认证的确定性。

15. 发明授权

US6049602A Virtual call center 失效
标题翻译：虚拟呼叫中心
公开(公告)号：US6049602A
公开(公告)日：2000-04-11
申请号：US933518
申请日：1997-09-18
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Roy Philip Weber , Robert S. Westrich
IPC分类号： H04M3/38 , H04M3/51 , H04M7/12 , H04M3/00
CPC分类号： H04M3/5125 , H04M3/382 , H04M3/5175 , H04M3/5191 , H04M7/12
摘要： Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.
摘要翻译：通过诸如因特网之类的数据网络将呼叫中心功能提供给多个远程位置的客户服务代表（CSR）。每个CSR站包括电话和电脑。计算机和电话的单独登录过程可以提高系统的安全性。来电将路由到可用的CSR。呼叫控制服务器提供呼叫控制页面，该呼叫控制页面包括允许CSR远程控制电话呼叫的CSR计算机的一组可点击命令（例如，传送，保持，会议，快速拨号按钮等）和电话号码。商家服务器还可以向CSR计算机提供商家应用页面，以允许CSR处理客户呼叫。

16. 发明授权

US06377680B1 Method and apparatus for noise cancellation 失效
标题翻译：用于噪声消除的方法和装置
公开(公告)号：US06377680B1
公开(公告)日：2002-04-23
申请号：US09115310
申请日：1998-07-14
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
IPC分类号： H04B1500
CPC分类号： H04M3/303 , H04M3/2209
摘要： A method and system for reducing background noise during a telephone call. When a caller begins dialing a telephone number, the system receives an ambient noise level measured near the caller's telephone. The system then computes an inverse noise waveform, which corresponds to the received ambient noise level. The inverse noise waveform is then transmitted along the same telephone line used by the completed call. The inverse noise waveform reduces the ambient background noise from the caller's location for the duration of the telephone call.
摘要翻译：一种用于在电话呼叫期间减少背景噪声的方法和系统。当呼叫者开始拨打电话号码时，系统接收在呼叫者电话附近测量的环境噪声电平。然后，系统计算对应于接收的环境噪声电平的反噪声波形。然后，逆噪声波形沿着完成呼叫使用的相同电话线传输。在电话呼叫期间，反噪声波形可以减少呼叫者位置的环境背景噪声。

17. 发明授权

US06373926B1 Centralized message service apparatus and method 有权
标题翻译：集中消息服务设备及方法
公开(公告)号：US06373926B1
公开(公告)日：2002-04-16
申请号：US09156169
申请日：1998-09-17
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
IPC分类号： H04M1100
CPC分类号： H04L67/306 , H04L29/06 , H04L29/1216 , H04L51/066 , H04L51/14 , H04L51/36 , H04L61/157 , H04L69/329
摘要： The present invention provides a centralized messaging service method and apparatus in which a message is sent to each of a subscriber's messaging services. When a sending party wishes to leave a message for a receiving party, the sending party activates his/her user device and enters the access number for the centralized message service. The centralized message service receives the communication signals from the sending party which include a receiving party identifier and the message to be sent. The centralized message service then retrieves profile information from a database corresponding to the messaging services of the receiving party based on the receiving party identifier entered by the sending party. The centralized message service then forwards the message to a portion of the receiving party's messaging services based on the profile information retrieved from the database. The centralized message service then monitors the messaging services to determine if the receiving party has retrieved the message from any of the messaging services. If the receiving party retrieves the message from any of the messaging services, a delete command is sent to at least a portion of the other messaging services based on the profile information retrieved.
摘要翻译：本发明提供了一种集中的消息收发服务方法和装置，其中消息被发送到订户的消息服务的每一个。当发送方希望为接收方留言时，发送方激活他/她的用户设备并输入集中消息业务的接入号码。集中式消息服务从发送方接收包括接收方标识符和要发送的消息的通信信号。然后，集中式消息服务基于由发送方输入的接收方标识符从与接收方的消息接发服务相对应的数据库中检索简档信息。然后，集中式消息服务基于从数据库检索到的简档信息将消息转发到接收方消息传递服务的一部分。集中式消息服务然后监视消息传递服务以确定接收方是否已经从任何消息传递服务检索消息。如果接收方从任何消息传递服务检索消息，则基于所检索的简档信息将删除命令发送到至少一部分其他消息收发服务。

18. 发明授权

US06330322B1 Method and apparatus for updating revertive telephone numbers 失效
标题翻译：用于更新回复电话号码的方法和装置
公开(公告)号：US06330322B1
公开(公告)日：2001-12-11
申请号：US09153221
申请日：1998-09-14
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , Shaoqing Q. Wang , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , Shaoqing Q. Wang , Robert S. Westrich
IPC分类号： H04M342
CPC分类号： H04M3/42272 , H04M3/42229
摘要： A method and apparatus is provided for updating the telephone number in a subscriber's profile to the telephone number at the subscriber's current location based on a revertive call. When a revertive call is received by a system from a subscriber, the subscriber's number is identified and compared to a default number in the subscriber's profile. The call is connected and the system checks whether the telephone number is the same as the number stored in the subscriber's profile. If the subscriber's number is different than the number stored in the subscriber's profile, after the call is terminated, the system queries the subscriber as to whether the subscriber would like to have calls forwarded to his or her current telephone number for a particular length of time. If the subscriber indicates that he or she would like to have calls forwarded to his or her current telephone number for a particular period of time, the subscriber's telephone number will be stored in the subscriber's profile so that future pages or calls will be forwarded to that number for the prescribed period, thus obviating the need for the subscriber to constantly place revertive calls from the same location.
摘要翻译：提供了一种方法和装置，用于基于回复呼叫将订户简档中的电话号码更新为用户当前位置处的电话号码。当系统从用户接收到回复呼叫时，识别用户号码并将其与订户简档中的默认号码进行比较。呼叫已连接，系统检查电话号码是否与订户配置文件中存储的电话号码相同。如果用户号码与存储在用户简档中的号码不同，则在呼叫终止之后，系统向订户询问用户是否希望将呼叫转发到他或她当前的电话号码一段特定的时间长度。如果用户指示他或她希望在特定时间段内转移到他或她当前电话号码的呼叫，则订户的电话号码将被存储在用户的简档中，以便将来的页面或呼叫将被转发到数量，从而避免了用户不断地从同一位置进行回拨呼叫的需要。

19. 发明授权

US06516060B1 Advanced call sequencing service 失效
标题翻译：高级呼叫排序服务
公开(公告)号：US06516060B1
公开(公告)日：2003-02-04
申请号：US09097223
申请日：1998-06-12
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
IPC分类号： H04M342
CPC分类号： H04M3/46
摘要： A communications system is designed to prevent premature termination of the sequencing process for sequencing calls by a) disabling voice mail features for all calls in the sequence, except for the last call in such sequence and b) insuring that the sequencing subscriber is available to personally answer the sequencing call at each telephone number in the sequence to which such sequencing call is completed.
摘要翻译：通信系统被设计为防止对序列调用的排序过程的过早终止，a）禁止序列中所有呼叫的语音邮件特征，除了上述顺序的最后一个呼叫，以及b）确保排序用户可以亲自使用在每个电话号码上按顺序调用完成的顺序应答排序调用。

20. 发明授权

US6026306A Location sensitive mobility telecommunications method 失效
标题翻译：位置敏感移动电信方法
公开(公告)号：US6026306A
公开(公告)日：2000-02-15
申请号：US955127
申请日：1997-10-21
申请人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
发明人： Mark Jeffrey Foladare , Shelley B. Goldman , David Phillip Silverman , Shaoqing Q. Wang , Robert S. Westrich
IPC分类号： H04W68/00 , H04W68/04 , H04M11/02
CPC分类号： H04W68/04
摘要： A paging service decides whether a subscriber may be paged, or is busy and should not be paged, depending on the subscriber's location. The subscriber's location is either transmitted by his 2-way pager, or determined by determining the identity of the cell site used to relay the pager's signal. The status corresponding to a cell site may be fixed, or may vary with a schedule or subscriber preference information stored in a memory.
摘要翻译：寻呼服务根据用户的位置决定是否可以寻呼用户，或者是忙碌，不应该被寻呼。订户的位置由他的双向寻呼机传输，或通过确定用于中继寻呼机信号的小区站点的身份确定。对应于小区站点的状态可以是固定的，或者可以根据存储在存储器中的调度或用户偏好信息来变化。

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