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71. 发明申请

US20080080506A1 Direction of Communications Sessions to Contact Centers 有权
标题翻译：联络中心的通讯方向
公开(公告)号：US20080080506A1
公开(公告)日：2008-04-03
申请号：US11537060
申请日：2006-09-29
申请人： Paul Kelly , Tony McCormack
发明人： Paul Kelly , Tony McCormack
IPC分类号： H04L12/56
CPC分类号： H04M3/5237 , H04M3/42357 , H04M3/5166
摘要： A communications session directed at a group of contact centers is held outside the contact centers at an IVR server, while the requirements of the session are determined. A request is formulated specifying the requirements, and this request is sent to a web services provider agent exposed by the group of contact centers. The request is forwarded to the contact centers which collectively respond with an identification of an address associated with a specific endpoint to which the communications session should be sent in order that it will receive the specified handling. The IVR server holding the call can thereby direct the session to a suitable endpoint without having any need to remain aware of the state of the contact centers or the agents within those centers.
摘要翻译：针对一组联络中心的通信会话在IVR服务器的联络中心外部进行，同时确定会话的要求。制定了一个规定要求的请求，并将该请求发送给由该组联络中心公开的Web服务提供商代理。请求被转发到联络中心，联络中心通过与通信会话应该被发送的特定端点相关联的地址的标识来进行响应，以便它将接收指定的处理。因此，保持呼叫的IVR服务器可以将会话引导到适当的端点，而不需要保持意识到这些中心内的联络中心或代理的状态。

72. 发明授权

US07313131B2 Processing of communication session request messages 有权
标题翻译：处理通信会话请求消息
公开(公告)号：US07313131B2
公开(公告)日：2007-12-25
申请号：US10420190
申请日：2003-04-22
申请人： Neil O'Connor , Tony McCormack
发明人： Neil O'Connor , Tony McCormack
IPC分类号： H04L4/66
CPC分类号： H04L65/1006 , H04L29/06 , H04L29/06027 , H04L67/14 , H04L69/12
摘要： SIP (session initiation protocol) requests are processed by a networked server having a processor which has a dedicated packet handling circuit (or network-aware co-processor), without passing said requests through an IP stack to an application layer. The co-processor receives SIP requests in the form of IP packets. The co-processor then parses the packets, and thereby identifies a SIP destination address in the datagram of the packet. A memory area accessible by the co-processor has a stored list of SIP addresses and of associated forwarding addresses to which packets containing the listed SIP destination addresses are to be directed. The co-processor directly modifies the packets to include the stored further address, which may be an IP address or a SIP address, associated with the original destination SIP address and then forwards the packets via the network.
摘要翻译： SIP（会话发起协议）请求由具有处理器的网络服务器处理，该处理器具有专用分组处理电路（或网络感知协处理器），而不将所述请求通过IP栈传递到应用层。协处理器以IP数据包的形式接收SIP请求。协处理器然后解析分组，从而识别分组的数据报中的SIP目的地址。可由协处理器访问的存储器区域具有存储的SIP地址列表和相关联的转发地址，对于包含所列出的SIP目的地址的分组将被引导到该地址。协处理器直接修改分组，以包括与原始目的地SIP地址相关联的存储的另外的地址（可以是IP地址或SIP地址），然后经由网络转发分组。

73. 发明授权

US07139381B2 Method and apparatus for initiating telephony contact 有权
公开(公告)号：US07139381B2
公开(公告)日：2006-11-21
申请号：US10179656
申请日：2002-06-25
申请人： Tony McCormack
发明人： Tony McCormack
IPC分类号： H04M3/42 , H04M3/48 , H04M3/523
CPC分类号： H04M3/48 , H04M3/523
摘要： A trigger signal from a remote location can be used to automatically trigger a call from a telecommunications device. The device is preferably a programmable telephone which stores a dialling program which monitors a communications channel for a trigger signal. The user, who may be a call centre customer, selects an option to automatically initiate a call rather than holding for an agent. The call centre system then places a contact request in the call queue alongside identifiers relating to real time holding calls. When the contact request reaches the top of the queue, a trigger signal is sent to the customer's device where it activates the dialling program, causing a call to be made to the call centre. This incoming call is recognised at the call centre as relating to the contact request at the top of the queue and the call is connected directly to an agent, bypassing the other holding calls.

74. 发明申请

US20050240594A1 Management of contacts in a network of contact centers 有权
标题翻译：管理联络中心联络人
公开(公告)号：US20050240594A1
公开(公告)日：2005-10-27
申请号：US10828697
申请日：2004-04-21
申请人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
发明人： Tony McCormack , Patrick Hession , Arik Elbarse , Neil O'Connor
IPC分类号： G06F7/00 , G06Q10/00
CPC分类号： G06Q10/06 , Y10S707/99944 , Y10S707/99952
摘要： There is a need to provide a method of managing contacts in a network of contact centers which facilitates even distribution of work load across the contact centers, is flexible, has inherent resilience, and which enables each contact center to have a degree of autonomy. This is achieved in the present invention by using contact objects and agent objects at each contact center and replicating and synchronizing those objects from each contact center to each of the other contact centers.
摘要翻译：需要提供一种在联络中心网络中管理联系人的方法，其有助于跨联络中心的均匀分配工作负载，灵活性，具有固有的弹性，并且使每个联络中心具有一定程度的自主权。这在本发明中通过在每个联络中心处使用联系对象和代理对象来实现，并且将这些对象从每个联络中心复制并同步到每个其他联络中心。

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