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41. 发明授权

US07921158B2 Using a list management server for conferencing in an IMS environment 失效
标题翻译：在IMS环境中使用列表管理服务器进行会议
公开(公告)号：US07921158B2
公开(公告)日：2011-04-05
申请号：US11691642
申请日：2007-03-27
申请人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel , Susan R. Wallenborn
发明人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel , Susan R. Wallenborn
IPC分类号： G06F13/00
CPC分类号： H04L65/4007 , H04L65/1016
摘要： The present invention uses a list management server for specifying conference participants in an IMS environment. More specifically, a conference list can be established for a standard list management server. The conference list can be a group list that is identified with a unique public URI. The group list can include multiple members, where each member can be identified by a member URI. Members can be specific participants associated with a user specific URI and/or can be a group of participants. When the conference is initiated, a new communication session can be instantiated and a conferencing application execute. After session instantiation, participants included in the conference list can join the session.
摘要翻译：本发明使用列表管理服务器来指定IMS环境中的会议参与者。更具体地，可以为标准列表管理服务器建立会议列表。会议列表可以是使用唯一的公共URI标识的组列表。组列表可以包括多个成员，每个成员可以由成员URI标识。会员可以是与用户特定URI相关联的特定参与者和/或可以是一组参与者。会议启动时，可以实例化新的通信会话并执行会议应用程序。会话实例化后，参加会议的参与者可以加入会议。

42. 发明授权

US07706521B2 Standards based agent desktop for use with an open contact center solution 失效
标题翻译：基于标准的代理桌面，用于开放的联络中心解决方案
公开(公告)号：US07706521B2
公开(公告)日：2010-04-27
申请号：US11684397
申请日：2007-03-09
申请人： Brett J. Gavagni , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： Brett J. Gavagni , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5191
摘要： The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.
摘要翻译：本发明公开了一种基于开放标准的联络中心系统。联络中心系统可以包括至少一个代理节点，门户服务器和应用服务器。代理节点可以包括使用标准协议通过标准互联网协议网络进行通信的标准HTTP浏览器。门户服务器可以被配置为经由代理门户与代理节点通信，代理门户可以由多个代理portlet组成以呈现信息。应用程序服务器可以配置为执行可以通过代理portlet收集和分发信息并将呼叫转移给代理的联络中心应用程序。

43. 发明授权

US09247056B2 Identifying contact center agents based upon biometric characteristics of an agent's speech 有权
标题翻译：根据代理人演讲的生物特征识别联络中心代理
公开(公告)号：US09247056B2
公开(公告)日：2016-01-26
申请号：US11680908
申请日：2007-03-01
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： H04M1/64 , H04M3/51 , G10L17/00 , H04M3/00
CPC分类号： H04M3/51 , G10L17/00 , H04M2201/41
摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
摘要翻译：本发明公开了具有说话人识别和验证（SIV）能力的联络中心。在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。另外，SIV组件可以处理来自联络中心会话的语音。在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。

44. 发明授权

US09055150B2 Skills based routing in a standards based contact center using a presence server and expertise specific watchers 有权
标题翻译：在基于标准的联络中心中使用基于技能的路由，使用在线服务器和具有专门知识的观察者
公开(公告)号：US09055150B2
公开(公告)日：2015-06-09
申请号：US11680839
申请日：2007-03-01
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 , H04M3/523 , H04L29/06 , H04L29/08 , H04M5/00 , H04L12/66 , H04M3/42 , H04M3/51 , H04M7/00
CPC分类号： H04M3/5233 , H04L65/40 , H04L67/24 , H04M3/42102 , H04M3/42365 , H04M3/42374 , H04M3/51 , H04M3/5191 , H04M7/006 , H04M2203/6009
摘要： The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.
摘要翻译：本发明公开了一种用于包括存在服务器，数据存储和一个或多个监视器的联络中心的存在管理系统。存在服务器可以使用基于基于互联网工程任务组（IETF）的标准的开放标准的基于会话发起协议（SIP）的消息来接受，管理和分发呈现信息。数据存储可以通信地链接到呈现服务器，并且可以被配置为存储在场信息。存储的存在信息可以包括用于多个联络中心代理的存在信息，其中对于每个代理，存储的存在信息包括用于相关代理的专业知识的元素。观察者可以订阅由呈现服务器管理的呈现信息。每个观察者可以对应于独特的专业知识。与专业知识相关的观察者可以观察具有该专长的所有联络中心代理的存在信息。

45. 发明授权

US07752315B2 Method for extending the use of SIP (session initiated protocol) for providing debug services 有权
标题翻译：扩展使用SIP（会话发起协议）以提供调试服务的方法
公开(公告)号：US07752315B2
公开(公告)日：2010-07-06
申请号：US11291575
申请日：2005-12-01
申请人： William V. Da Palma , Brett J. Gavagni , Brien H. Muschett , Wendi L. Nusbickel
发明人： William V. Da Palma , Brett J. Gavagni , Brien H. Muschett , Wendi L. Nusbickel
IPC分类号： G06F15/16
CPC分类号： H04L65/1006 , H04L69/40
摘要： A method (200) for providing debug services between two SIP compliant endpoints is presented. The method extends SIP compliance by including a SIP DEBUG message (370). The method (200) extends the SIP protocol for allowing SIP compliant endpoints to configure themselves for providing debug capabilities. The endpoints can be a SIP client (110), a SIP server (120), or a SIP proxy (115). The method can include the steps of sending a SIP INVITE request from a first device to a second device to initiate a SIP session, receiving a SIP INVITE response from the second device, sending a SIP DEBUG request from the first device to the second device to initiate a debug session, receiving a SIP DEBUG response from the second device, and providing encrypted debugging services during the SIP session between the first SIP compliant device and the second SIP compliant device. The SIP DEBUG message can include a debug header field for invoking a method call on a second SIP compliant product which includes a list of variables accessible to the first SIP compliant product as a result of the method call.
摘要翻译：提出了一种用于在两个SIP兼容端点之间提供调试服务的方法（200）。该方法通过包括SIP DEBUG消息（370）来扩展SIP合规性。方法（200）扩展了SIP协议，以允许SIP兼容端点配置自身以提供调试能力。端点可以是SIP客户端（110），SIP服务器（120）或SIP代理（115）。该方法可以包括以下步骤：将SIP INVITE请求从第一设备发送到第二设备以发起SIP会话，从第二设备接收SIP INVITE响应，从第一设备向第二设备发送SIP DEBUG请求到第二设备发起调试会话，从第二设备接收SIP DEBUG响应，以及在第一SIP兼容设备和第二SIP兼容设备之间的SIP会话期间提供加密的调试服务。 SIP DEBUG消息可以包括用于在第二SIP兼容产品上调用方法调用的调试报头字段，其包括作为方法调用的结果的第一SIP兼容产品可访问的变量的列表。

46. 发明授权

US08296139B2 Adding real-time dictation capabilities for speech processing operations handled by a networked speech processing system 有权
标题翻译：为由网络语音处理系统处理的语音处理操作添加实时听写能力
公开(公告)号：US08296139B2
公开(公告)日：2012-10-23
申请号：US11615788
申请日：2006-12-22
申请人： William V. Da Palma , Brien H. Muschett , Wendi L. Nusbickel , Ronald D. Swan
发明人： William V. Da Palma , Brien H. Muschett , Wendi L. Nusbickel , Ronald D. Swan
IPC分类号： G10L15/00
CPC分类号： G10L15/30
摘要： The present invention can include a speech processing method for providing dictation capabilities to a voice server. The method can include a step of establishing a real-time voice communication session involving a voice interface. Speech for the communication session can be streamed to a remotely located voice server. A real-time stream of text can be received from the voice server. The stream of text can include text that has been speech-to-text converted by the voice server from the streamed speech. The voice server can use a MRCP based non-halting interface to receive the real-time stream of speech and a delivery interface to deliver real-time text to a designated endpoint.
摘要翻译：本发明可以包括用于向语音服务器提供听写能力的语音处理方法。该方法可以包括建立涉及语音接口的实时语音通信会话的步骤。通信会话的语音可以流式传输到位于远程的语音服务器。可以从语音服务器接收文本的实时流。文本流可以包括语音服务器从流式语音转换成语音文本的文本。语音服务器可以使用基于MRCP的非停止接口来接收实时流语音和传送接口，以将实时文本传送到指定端点。

47. 发明申请

US20090106028A1 AUTOMATED TUNING OF SPEECH RECOGNITION PARAMETERS 有权
标题翻译：自动调谐语音识别参数
公开(公告)号：US20090106028A1
公开(公告)日：2009-04-23
申请号：US11874230
申请日：2007-10-18
申请人： Girish Dhanakshirur , Baiju D. Mandalia , Wendi L. Nusbickel
发明人： Girish Dhanakshirur , Baiju D. Mandalia , Wendi L. Nusbickel
IPC分类号： G10L21/00
CPC分类号： G10L15/065 , G10L15/02 , G10L15/06 , G10L15/20 , G10L15/30 , G10L17/04 , G10L17/26 , G10L2015/228
摘要： A method for execution on a server for serving presence information, the method for providing dynamically loaded speech recognition parameters to a speech recognition engine, can be provided. The method can include storing at least one rule for selecting speech recognition parameters, wherein a rule comprises an if-portion including criteria and a then-portion specifying speech recognition parameters that must be used when the criteria is met. The method can further include receiving notice that a speech recognition session has been initiated between a user and the speech recognition engine. The method can further include selecting a first set of speech recognition parameters responsive to executing the at least one rule and providing to the speech recognition engine the first set of speech recognition parameters for performing speech recognition of the user.
摘要翻译：可以提供一种用于在服务器上执行服务呈现信息的方法，用于向语音识别引擎提供动态加载的语音识别参数的方法。该方法可以包括存储用于选择语音识别参数的至少一个规则，其中规则包括包含条件的if部分和当满足标准时必须使用的当时部分指定语音识别参数。该方法还可以包括接收在用户和语音识别引擎之间已经发起语音识别会话的通知。该方法还可以包括响应于执行至少一个规则选择第一组语音识别参数，并向语音识别引擎提供用于执行用户的语音识别的第一组语音识别参数。

48. 发明授权

US07822190B2 Method, system, and apparatus for debugging a live telephone call 失效
标题翻译：用于调试实时电话呼叫的方法，系统和装置
公开(公告)号：US07822190B2
公开(公告)日：2010-10-26
申请号：US11142203
申请日：2005-06-01
申请人： William V. Da Palma , Brett J. Gavagni , Brien H. Muschett , Wendi L. Nusbickel
发明人： William V. Da Palma , Brett J. Gavagni , Brien H. Muschett , Wendi L. Nusbickel
IPC分类号： H04M7/00 , H04M3/08 , G06F9/44 , H04L12/66
CPC分类号： H04L41/0677 , H04L29/06027 , H04L65/1006 , H04L65/80 , H04M3/28 , H04M7/0084
摘要： A method of debugging a telephone call can include, using Session Initiation Protocol (SIP) formatted messages, initiating a debug session between a debugger and a call server for a telephone call established over at least a portion of a packet-switched network. A debug function can be invoked within the call server as specified by a SIP formatted message originating from the debugger. The method further can include determining fault information pertaining to the telephone call using the debug function and sending a SIP formatted response from the call server to the debugger.
摘要翻译：一种调试电话呼叫的方法可以包括：使用会话发起协议（SIP）格式化的消息，在调制器和呼叫服务器之间启动用于通过分组交换网络的至少一部分建立的电话呼叫的调试会话。可以在呼叫服务器内调用调试功能，如调制器中源自SIP格式的消息所指定。该方法还可以包括使用调试功能确定与电话呼叫有关的故障信息，并将SIP格式的响应从呼叫服务器发送到调试器。

49. 发明授权

US06892331B2 Method and system for error detection in a managed application environment 失效
标题翻译：托管应用环境中错误检测的方法和系统
公开(公告)号：US06892331B2
公开(公告)日：2005-05-10
申请号：US10052454
申请日：2002-01-17
申请人： William V. Da Palma , Bruce D. Lucas , Wendi L. Nusbickel
发明人： William V. Da Palma , Bruce D. Lucas , Wendi L. Nusbickel
IPC分类号： G06F11/00 , H04L1/22
CPC分类号： G06F11/3664
摘要： A method of managing at least one client computer program in a managed application environment can include receiving a request from at least one of a plurality of client computer programs to begin a timer. The timer can correspond to an identified task of the client computer program which has been identified as a time-out susceptible task, and which is executing within a particular thread of execution of the client computer program. The timer corresponding to the request and the time-out susceptible task can be selectively started in a separate thread of execution. The identified task can be timed. If the timer expires, a recovery action can be performed corresponding to the time-out susceptible task.
摘要翻译：管理被管理的应用环境中的至少一个客户端计算机程序的方法可以包括从多个客户端计算机程序中的至少一个接收请求以开始定时器。定时器可以对应于客户端计算机程序的被识别为超时易受攻击任务并且正在执行客户端计算机程序的特定执行线程中的所识别的任务。可以在单独的执行线程中选择性地启动对应于请求的定时器和超时易受攻击的任务。识别的任务可以定时。如果定时器到期，则可以对应于超时易受影响的任务执行恢复动作。

50. 发明授权

US06874020B1 System uses application manager and master agent to communicate with mini-agents for remotely managing application resources distributed across multiple Java virtual machines 有权
标题翻译：系统使用应用程序管理器和主代理与微型代理进行通信，用于远程管理分布在多个Java虚拟机上的应用程序资源
公开(公告)号：US06874020B1
公开(公告)日：2005-03-29
申请号：US09649121
申请日：2000-08-28
申请人： William V. Da Palma , Wendi L. Nusbickel
发明人： William V. Da Palma , Wendi L. Nusbickel
IPC分类号： G06F9/46 , G06F15/173 , H04L12/24
CPC分类号： G06F9/548 , H04L41/0213 , H04L41/0233 , H04L41/044 , H04L41/046
摘要： A method of remotely managing an application distributed across multiple application hosts can include, in a master agent, receiving from an application manager in a second application host a management command for performing a management operation directed to a manageable resource in a remote application host; communicating the management command to a mini-agent in the remote application host; and, in the mini-agent, performing the management operation on the manageable resource by accessing an exposed member of the manageable resource according to the management operation. The step of communicating the management command to the mini-agent can include accessing the mini-agent through a JMX communications connector. The step of accessing the mini-agent can include invoking methods of the mini-agent through an RMI communications interface. Additionally, the step of performing the management operation can include accessing a method of the manageable resource through a management interface to the manageable resource. Notably, the management interface can be an MBean registered in an MBean server in the mini-agent. Accordingly, the step of accessing the method through the interface can include accessing the method exposed by the MBean through the MBean server according to the management operation.
摘要翻译：远程管理分布在多个应用主机上的应用的方法可以包括在主代理中从第二应用主机中的应用管理器接收用于执行针对远程应用主机中的可管理资源的管理操作的管理命令; 将管理命令传送到远程应用主机中的小代理; 以及在所述小型代理中，通过根据所述管理操作访问所述可管理资源的暴露成员来对可管理资源进行管理操作。将管理命令传递给小型代理的步骤可以包括通过JMX通信连接器访问小型代理。访问微型代理的步骤可以包括通过RMI通信接口调用小型代理的方法。此外，执行管理操作的步骤可以包括通过到可管理资源的管理接口访问可管理资源的方法。值得注意的是，管理界面可以是在mini-agent中的MBean服务器中注册的MBean。因此，通过接口访问方法的步骤可以包括根据管理操作通过MBean服务器访问由MBean公开的方法。

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