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1. 发明授权

US08081749B1 System and method for integrated queue management 有权
标题翻译：集成队列管理的系统和方法
公开(公告)号：US08081749B1
公开(公告)日：2011-12-20
申请号：US10847603
申请日：2004-05-17
申请人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
发明人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04L51/046 , H04M3/5166 , H04M2201/14
摘要： A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.
摘要翻译：提供了一种用于集成队列管理的系统和方法。该方法可以包括从用户接收对多个代理之一的连接的请求。如果多个代理不可用，则对连接的请求可以排队。可以从用户接收到延迟与多个代理之一的连接的请求。根据本发明的特定实施例，延迟与多个代理之一的连接。可以从用户接收到在队列中继续的请求。最后，用户可以与多个代理之一连接。

2. 发明授权

US07904760B2 Method and system for using presence information in error notification 有权
标题翻译：在错误通知中使用存在信息的方法和系统
公开(公告)号：US07904760B2
公开(公告)日：2011-03-08
申请号：US11176836
申请日：2005-07-06
申请人： Shmuel Shaffer , Joseph F. Khouri , Gebran G. Chahrouri , Labhesh Patel
发明人： Shmuel Shaffer , Joseph F. Khouri , Gebran G. Chahrouri , Labhesh Patel
IPC分类号： G06F11/00
CPC分类号： G06F11/0784 , G06F11/0709 , G06Q10/00 , H04L12/66
摘要： A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.
摘要翻译：在错误通知中使用存在信息的方法包括检测与软件系统的操作有关的错误，并且响应于检测到错误来执行工作流程以确定错误传输信息指令。该方法包括使用存在信息来识别用于接收错误信息的一个或多个目标，基于工作流的执行并将错误信息发送到一个或多个识别的目标。

3. 发明申请

US20090220066A1 SYSTEM AND METHOD FOR SEAMLESS TRANSITION OF A CONFERENCE CALL PARTICIPANT BETWEEN ENDPOINTS 审中-公开
标题翻译：会议电话会议呼叫对方参与者的无缝过渡的系统和方法
公开(公告)号：US20090220066A1
公开(公告)日：2009-09-03
申请号：US12039868
申请日：2008-02-29
申请人： Shmuel Shaffer , Steven L. Christenson , Gebran G. Chahrouri
发明人： Shmuel Shaffer , Steven L. Christenson , Gebran G. Chahrouri
IPC分类号： H04M3/56
CPC分类号： H04M3/56 , H04M2203/2088
摘要： In one embodiment, a method includes maintaining a first connection with respect to a conference call on a first endpoint associated with a user. The method also includes determining if the user has requested a second connection with respect to the conference call, and establishing the second connection with respect to the conference call if the user has requested the second connection. Finally, the method includes replacing the first connection with the second connection with respect to the conference call if the user has requested the second connection. Replacing the first connection with the second connection includes establishing the second connection with respect to the conference call through a second endpoint associated with the user. The second connection is established transparently with respect to the conference call, and replaces the first connection transparently.
摘要翻译：在一个实施例中，一种方法包括在与用户相关联的第一端点上维护关于电话会议的第一连接。该方法还包括确定用户是否已经请求了关于电话会议的第二连接，以及如果用户已经请求了第二连接，则建立关于电话会议的第二连接。最后，如果用户已经请求了第二个连接，则该方法包括相对于电话会议替换与第二连接的第一连接。用第二连接替换第一连接包括通过与用户相关联的第二端点建立关于电话会议的第二连接。关于电话会议，透明地建立第二个连接，并透明地替换第一个连接。

4. 发明申请

US20090012833A1 SEARCH ENGINE FOR MOST HELPFUL EMPLOYEES 审中-公开
标题翻译：搜索引擎最有帮助的员工
公开(公告)号：US20090012833A1
公开(公告)日：2009-01-08
申请号：US11772318
申请日：2007-07-02
申请人： Matthew Kuhlke , Gebran G. Chahrouri , John A. Toebes
发明人： Matthew Kuhlke , Gebran G. Chahrouri , John A. Toebes
IPC分类号： G06F9/46 , G06F17/30 , G06Q10/00
CPC分类号： G06Q10/06398 , G06F16/2465 , G06F16/335 , G06Q10/06 , G06Q10/063112
摘要： Methods and apparatus for identifying experts in a subject area are disclosed. According to one aspect of the present invention, a method includes receiving a request to locate a source of expertise in a subject area within an enterprise, and determining if there is at least one individual associated with the enterprise that has the expertise in the subject area. The method also includes identifying the individual if it is determined that there is the at least one individual who has the expertise in the subject area by comparing a profile associated with an initiator of the request with a profile associated with the individual. Information associated with the individual is provided such that the individual may be identified as the source of expertise in the subject area.
摘要翻译：公开了用于识别主题领域的专家的方法和装置。根据本发明的一个方面，一种方法包括接收在企业内的主题区域中定位专业知识的请求，以及确定是否存在与所述企业相关联的至少一个在所述主题区域具有专业知识的个人。该方法还包括通过将与请求的发起者相关联的简档与与该个人相关联的简档相比较来确定存在具有该主题领域的专业知识的至少一个个人。提供与个人相关联的信息，使得个体可以被识别为主题区域的专业知识来源。

5. 发明授权

US07813493B2 Method and system for handling calls at an automatic call distribution system 有权
标题翻译：用于在自动呼叫分配系统处理呼叫的方法和系统
公开(公告)号：US07813493B2
公开(公告)日：2010-10-12
申请号：US11114599
申请日：2005-04-25
申请人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri , Mohammed I. Darwish
发明人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri , Mohammed I. Darwish
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5238 , H04M2203/402
摘要： A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
摘要翻译：一种用于在自动呼叫分配系统处理呼叫的方法包括：接收与多个代理之一的连接的第一呼叫，并将所述第一呼叫分发给所述多个代理的第一代理。该方法包括向第一代理呈现与处理第一呼叫相关联的至少一个目标时间，并且基于呼叫参数和服务水平目标修改与处理第一呼叫相关联的至少一个目标时间。呼叫参数包括包括等待与代理连接的呼叫的队列的状态。该方法还包括将与处理第一呼叫相关联的至少一个修改的目标时间呈现给第一代理。

6. 发明授权

US07706522B2 Method and system for communicating with an automatic call distributor system agent 有权
标题翻译：与自动呼叫分配系统代理进行通信的方法和系统
公开(公告)号：US07706522B2
公开(公告)日：2010-04-27
申请号：US11010707
申请日：2004-12-13
申请人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
发明人： Shmuel Shaffer , Labhesh Patel , Joseph F. Khouri , Gebran G. Chahrouri
IPC分类号： H04M5/06
CPC分类号： H04M3/5183 , H04M3/42391 , H04M2203/6018 , H04M2207/20
摘要： A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able to receive user calls distributed by the ACD system. The user calls comprise requests for service. The method includes receiving an audible state command from the first agent through the communications link and changing the state of the first agent with respect to the ACD system in response to the audible state command.
摘要翻译：用于与自动呼叫分配器系统代理进行通信的方法包括通过通信链路与与自动呼叫分配器（ACD）系统相关联的多个代理的第一代理进行通信。多个代理能够接收由ACD系统分配的用户呼叫。用户呼叫包括服务请求。该方法包括通过通信链路从第一代理接收可听状态命令，并响应于可听状态命令改变第一代理相对于ACD系统的状态。

7. 发明申请

US20080225872A1 DYNAMICALLY DEFINING QUEUES AND AGENTS IN A CONTACT CENTER 审中-公开
标题翻译：动态定义联系中心的团队和代理人
公开(公告)号：US20080225872A1
公开(公告)日：2008-09-18
申请号：US11684789
申请日：2007-03-12
申请人： Kevin T. Collins , Gebran G. Chahrouri , Johnny H. Lee
发明人： Kevin T. Collins , Gebran G. Chahrouri , Johnny H. Lee
IPC分类号： H04L12/56
CPC分类号： H04M3/5232
摘要： In one embodiment, an automatic call distributor apparatus is provided, including a network interface operable to receive a request for a service, and a processor operable to assign the request to a queue and to associate a number of resources with the queue based upon a determination of at least one dynamic parameter of the queue. Advantageously, resources may be allocated to queues in a flexible, efficient, and dynamic manner.
摘要翻译：在一个实施例中，提供了自动呼叫分配器装置，包括可操作以接收对服务的请求的网络接口，以及可操作以将请求分配给队列并且基于确定将多个资源与队列相关联的处理器的队列的至少一个动态参数。有利地，可以以灵活，有效和动态的方式将资源分配给队列。

8. 发明授权

US07035734B2 Method and system for communicating navigation information 有权
标题翻译：导航信息通讯方法及系统
公开(公告)号：US07035734B2
公开(公告)日：2006-04-25
申请号：US10732725
申请日：2003-12-10
申请人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri , Bich Tu Nguyen
发明人： Shmuel Shaffer , Gebran G. Chahrouri , Joseph F. Khouri , Bich Tu Nguyen
IPC分类号： G01C21/26 , G01C21/30
CPC分类号： G08G1/096811 , G01C21/3492 , G08G1/096844 , G08G1/096872
摘要： A method for communicating navigation information includes receiving destination information from a user. The destination information comprises a desired destination of the user. The method includes determining a first route to the destination and communicating the first route to the user. The method includes monitoring position information of a plurality of vehicles and identifying an area causing traffic delay using the position information of the plurality of vehicles. The method also includes determining a second route to the destination to avoid the area and communicating the second route to the user.
摘要翻译：用于传送导航信息的方法包括从用户接收目的地信息。目的地信息包括用户的期望目的地。该方法包括确定到目的地的第一路由并将第一路由传送给用户。该方法包括使用多个车辆的位置信息来监视多个车辆的位置信息并且识别引起交通延误的区域。该方法还包括确定到目的地的第二路由以避免该区域并将第二路由传送给用户。

9. 发明授权

US08284920B2 Method and system for transferring a call at an automatic call distribution system 有权
标题翻译：用于在自动呼叫分配系统中传送呼叫的方法和系统
公开(公告)号：US08284920B2
公开(公告)日：2012-10-09
申请号：US11076896
申请日：2005-03-10
申请人： Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
发明人： Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
IPC分类号： H04M3/42 , H04M3/00
CPC分类号： H04M3/58 , H04M3/51 , H04M3/56
摘要： A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.
摘要翻译：一种用于在自动呼叫分配系统中传送呼叫的方法包括从呼叫者接收呼叫以与多个代理中的一个进行连接，并将呼叫连接到多个代理的所选择的第一代理。该方法包括在维持第一代理和呼叫者之间的通信的同时，接收将呼叫转移到多个代理中的另一个代理并请求多个代理的第二代理接收呼叫转移的请求。该方法还包括通知第一代理人选择第二代理以接收呼叫转移并将呼叫转移给第二代理。

10. 发明申请

US20090043502A1 System and Method for Navigating Using Multiple Modalities 有权
标题翻译：使用多种模式导航的系统和方法
公开(公告)号：US20090043502A1
公开(公告)日：2009-02-12
申请号：US11837331
申请日：2007-08-10
申请人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
发明人： Shmuel Shaffer , Labhesh Patel , Bruce D. Moon , Shantanu Sarkar , Gebran G. Chahrouri , Joseph F. Khouri
IPC分类号： G01C21/00
CPC分类号： G01C21/20 , G01C21/206 , G01C21/26 , G01S19/48
摘要： A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.
摘要翻译：用于导航的系统包括可操作以接收第一模态的位置信息的接口。第一模态的位置信息与导航单元相关联。该接口还可操作以接收第二模态的位置信息。第二模式的位置信息与导航单元相关联。该系统还包括耦合到接口并可操作以识别目的地的处理器。该系统还可操作以通过在第一模态和第二模态之间切换，基于第一和第二模态的位置信息导航到目的地。

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