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1. 发明授权

US08934477B2 Routing of web-based contacts 有权
标题翻译：基于Web的联系人的路由
公开(公告)号：US08934477B2
公开(公告)日：2015-01-13
申请号：US12417334
申请日：2009-04-02
申请人： Tony McCormack , Paul D'Arcy , Patrick Hession
发明人： Tony McCormack , Paul D'Arcy , Patrick Hession
IPC分类号： H04L12/66 , H04L29/06 , H04L29/12 , H04L29/08 , H04M3/51 , H04M7/00
CPC分类号： H04L29/12594 , H04L29/06027 , H04L29/12009 , H04L29/12047 , H04L61/15 , H04L61/307 , H04L65/1006 , H04L65/1069 , H04L65/4007 , H04L67/02 , H04L67/2814 , H04L67/2842 , H04M3/51 , H04M7/006
摘要： A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact center or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.
摘要翻译：提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定来自统计信息的请求。

2. 发明授权

US08923501B2 Method and system for managing contacts in a contact center 有权
标题翻译：用于管理联络中心联系人的方法和系统
公开(公告)号：US08923501B2
公开(公告)日：2014-12-30
申请号：US13193738
申请日：2011-07-29
申请人： Tony McCormack , Li Fang , Divakar Kumar Ray
发明人： Tony McCormack , Li Fang , Divakar Kumar Ray
IPC分类号： H04M3/00 , G06Q30/00 , H04M3/523 , H04L12/58
CPC分类号： G06Q30/01 , H04L51/02 , H04L51/046 , H04L51/28 , H04M3/523
摘要： A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.
摘要翻译：在联络中心处理联系人的计算机实现的方法。该方法包括以下步骤：识别与在联络中心处接收到的联系人相关联的特征，以及将表示与识别特征的标签的联系人联系起来。响应于从联络中心的代理接收到根据联系实体的标签处理联系人的请求，该联系人被分配给代理，并且响应于代理成功地处理该联系人，代理记录与代理人被更新以指示处理与特征相关联的联系人的熟练程度。

3. 发明授权

US08806356B2 Collaboration management tools for contact centers 有权
标题翻译：联络中心的协作管理工具
公开(公告)号：US08806356B2
公开(公告)日：2014-08-12
申请号：US13282733
申请日：2011-10-27
申请人： Tony McCormack , Neil O'Connor , John Yoakum
发明人： Tony McCormack , Neil O'Connor , John Yoakum
IPC分类号： G06F15/00 , G06F13/00 , G06Q10/10 , G06Q10/06
CPC分类号： G06Q10/109 , G06Q10/06 , H04M3/5175 , H04M3/567
摘要： A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.
摘要翻译：管理联络中心的操作的方法包括监视在联络中心的操作中发生的事件，并且保持与被监控事件相匹配的一组触发条件。对于至少一个触发条件，规则集定义当触发条件匹配时要联系的一个或多个用户的身份。在确定一个或多个被监控事件与一个或多个触发条件之间的匹配时，从规则集中检索与规则集中与匹配的触发条件相关联的一个或多个用户的身份。所发送的用户被发送通信，包括允许用户访问公共协作会议环境的细节。

4. 发明授权

US08363817B2 Methods and systems for monitoring contact sessions of a contact center 有权
标题翻译：监测联络中心联系会话的方法和系统
公开(公告)号：US08363817B2
公开(公告)日：2013-01-29
申请号：US12907678
申请日：2010-10-19
申请人： Tony McCormack , Neil O'Connor
发明人： Tony McCormack , Neil O'Connor
IPC分类号： H04M3/00
CPC分类号： H04M3/5233
摘要： A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement.
摘要翻译：用于监控联络中心的联系会话的系统。该系统包括工作分配引擎，用于将在联络中心处接收到的联系人分配给联络中心的资源和监视模块，该监视模块被布置成检测联系人资源的分配以确定联系人的技能要求。响应于检测到的满足监视资源技能要求的技能要求，工作分配引擎还被布置为将联系人的发起者和资源之间的会话分配给监视资源。

5. 发明申请

US20120252528A1 Call Prioritization Methods in a Call Center 有权
标题翻译：呼叫中心呼叫优先方式
公开(公告)号：US20120252528A1
公开(公告)日：2012-10-04
申请号：US13523399
申请日：2012-06-14
申请人： Neil O'Connor , Tony McCormack
发明人： Neil O'Connor , Tony McCormack
IPC分类号： H04W88/00 , H04M11/00
CPC分类号： H04M3/5232 , G06Q20/10 , G06Q20/108 , H04M3/5233 , H04M7/12 , H04M2207/18
摘要： 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.
摘要翻译：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。

6. 发明授权

US08180044B1 Semantic contact center management 有权
标题翻译：语义联络中心管理
公开(公告)号：US08180044B1
公开(公告)日：2012-05-15
申请号：US11286659
申请日：2006-02-16
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M5/00
CPC分类号： H04M3/5233 , H04M3/5175 , H04M2201/18 , H04M2201/38
摘要： A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.
摘要翻译：提供了一种语义联络中心管理方法和系统，其中联络中心（包括代理和联系人）的资源被表示为通过诸如技能和共享的先前交互的属性连接的资源。联系人根据代理程度的连通性和可用性分配给代理，这提供了可视化工具来表示联络中心的状态，并实现自动化和主管干预。

7. 发明授权

US08121269B1 System and method for automatically managing participation at a meeting 失效
标题翻译：自动管理会议参与的系统和方法
公开(公告)号：US08121269B1
公开(公告)日：2012-02-21
申请号：US11395110
申请日：2006-03-31
申请人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
发明人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
IPC分类号： H04M11/00
CPC分类号： H04L12/1822 , H04L12/18
摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least to one or more keywords. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
摘要翻译：参与者管理系统，用于识别会议的潜在受邀者。存储装置保持至少存储一个或多个关键字的个人关联记录。在会议准备期间，系统通过识别人员来响应用户对关键词的输入。用户没有义务通过关键词对人物进行选择，只能选择主题。

8. 发明申请

US20120036194A1 COLLABORATION AGENT 审中-公开
标题翻译：合作代理
公开(公告)号：US20120036194A1
公开(公告)日：2012-02-09
申请号：US13277781
申请日：2011-10-20
申请人： Stephen Whynot , John H. Yoakum , Tony McCormack
发明人： Stephen Whynot , John H. Yoakum , Tony McCormack
IPC分类号： G06F15/16
CPC分类号： H04L67/24 , H04L65/1076 , H04L65/4046 , H04L67/18 , H04L67/306 , H04M3/42348 , H04M3/42365 , H04M3/432 , H04M3/48 , H04M3/56 , H04M3/565 , H04W4/029
摘要： A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.
摘要翻译：代表用户促进实时通信的协作代理。协作代理包括一个会议桥，将会议电话锚定到会议桥。协作代理使用与用户相关联的上下文信息来管理实时通信。协作代理可以与与其他用户相关联的其他协作代理进行通信。

9. 发明申请

US20110283000A1 Management of Queues in Contact Centres 审中-公开
标题翻译：联络中心排队管理
公开(公告)号：US20110283000A1
公开(公告)日：2011-11-17
申请号：US13195948
申请日：2011-08-02
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/173
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

10. 发明授权

US08060563B2 Collaboration agent 有权
标题翻译：协作代理
公开(公告)号：US08060563B2
公开(公告)日：2011-11-15
申请号：US12344914
申请日：2008-12-29
申请人： Stephen Whynot , John H. Yoakum , Tony McCormack
发明人： Stephen Whynot , John H. Yoakum , Tony McCormack
IPC分类号： G06F15/16 , G06F15/173 , G06F15/177
CPC分类号： H04L67/24 , H04L65/1076 , H04L65/4046 , H04L67/18 , H04L67/306 , H04M3/42348 , H04M3/42365 , H04M3/432 , H04M3/48 , H04M3/56 , H04M3/565 , H04W4/02
摘要： A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.
摘要翻译：代表用户促进实时通信的协作代理。协作代理包括一个会议桥，将会议电话锚定到会议桥。协作代理使用与用户相关联的上下文信息来管理实时通信。协作代理可以与与其他用户相关联的其他协作代理进行通信。

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