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    • 33. 发明授权
    • Call prioritization methods in a call center
    • 在呼叫中心呼叫优先级方法
    • US08229100B2
    • 2012-07-24
    • US11577472
    • 2005-10-19
    • Neil O'ConnorTony McCormack
    • Neil O'ConnorTony McCormack
    • H04M3/00H04M5/00
    • H04M3/5232G06Q20/10G06Q20/108H04M3/5233H04M7/12H04M2207/18
    • 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.
    • 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。
    • 35. 发明申请
    • Method and Apparatus for Monitoring Contact Center Performance
    • 监测接触中心性能的方法和装置
    • US20100158237A1
    • 2010-06-24
    • US12339998
    • 2008-12-19
    • Tony McCormackJohn YoakumNeil O'ConnorStephen Whynot
    • Tony McCormackJohn YoakumNeil O'ConnorStephen Whynot
    • H04M3/00
    • H04M3/5175G10L2015/088H04M2201/40
    • 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.
    • 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。
    • 36. 发明申请
    • Dynamic interactions in a communications system
    • 通信系统中的动态交互
    • US20070140467A1
    • 2007-06-21
    • US11312977
    • 2005-12-20
    • Tony McCormackPaul D'ArcyNeil O'Connor
    • Tony McCormackPaul D'ArcyNeil O'Connor
    • H04M3/00H04M5/00
    • H04M3/5233G06Q10/10H04L65/4007
    • 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.
    • 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。
    • 38. 发明申请
    • METHODS AND SYSTEMS FOR MONITORING CONTACT CENTER OPERATIONS
    • 监控联络中心操作的方法和系统
    • US20120321059A1
    • 2012-12-20
    • US13163946
    • 2011-06-20
    • Neil O'ConnorPaul D'Arcy
    • Neil O'ConnorPaul D'Arcy
    • H04M11/00G06F3/041G06K9/00H04N7/18G09G5/00
    • H04N7/141G06Q10/06
    • A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.
    • 提供了一个用于监控联络中心操作的控制台。 控制台包括用于捕获联络中心环境的视场的相机和用于显示所捕获的视场的屏幕。 所述照相机还包括标识符识别模块,用于从显示在所述屏幕上的所捕获的视野中的元素确定标识符; 以及用于将包括所述标识符的请求发送到联络中心服务器并从所述联络中心服务器接收与所述标识符相关联的信息的接口; 其中所述屏幕还被布置为在所述捕获的视场上显示所述信息的叠加,以在所述屏幕上创建所述联络中心环境的增强现实。
    • 39. 发明授权
    • Wall framing system, method and product
    • 墙框系统,方法和产品
    • US08250822B2
    • 2012-08-28
    • US11707629
    • 2007-02-15
    • Neil O'Connor
    • Neil O'Connor
    • E04F13/04E04B9/00
    • E04B2/767E04B2/7457E04B2/825F16B2/245F16B2/248Y10T24/44778
    • An improved system, method and product are disclosed for attaching non load-bearing metal wall studs to an overhead metal track in metal stud framing systems used for wall partitioning, in a manner that allows the overhead track to deflect under load without transferring the load to the studs and any attached wall partitions. The system features compression spring attachment products that frictionally engage overlapping flange portions of the track and studs so that any overhead load-induced movements of the track are not transferred from the track to the studs, or to any wall partitions attached to the studs.
    • 公开了一种改进的系统,方法和产品,用于将非承载金属壁螺柱连接到用于墙壁分隔的金属螺栓框架系统中的顶部金属轨道,以允许架空轨道在负载下偏转而不将负载转移到 螺栓和任何附加的墙壁隔板。 该系统具有摩擦地接合轨道和螺柱的重叠凸缘部分的压缩弹簧附接产品,使得轨道的任何高架荷载引起的运动不会从轨道传递到螺柱或连接到螺柱的任何壁分隔件。