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1. 发明申请

US20100158204A1 Indexing recordings of telephony sessions 有权
标题翻译：索引录音电话会话
公开(公告)号：US20100158204A1
公开(公告)日：2010-06-24
申请号：US12343643
申请日：2008-12-24
申请人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
发明人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
IPC分类号： H04M1/64
CPC分类号： H04M3/42221 , H04M2203/2011
摘要： Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.
摘要翻译：通过以下方式实现电话会话的改进索引：（a）在记录电话会话期间或在播放记录期间接收包括将记录的离散片段识别为感兴趣的参数的指示; 以及（b）在与所述会话的记录相关联的索引中存储识别所述记录的所述离散段的标识符。

2. 发明授权

US08379819B2 Indexing recordings of telephony sessions 有权
标题翻译：索引录音电话会话
公开(公告)号：US08379819B2
公开(公告)日：2013-02-19
申请号：US12343643
申请日：2008-12-24
申请人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
发明人： Alan Diskin , Tony McCormack , John Yoakum , Neil O'Connor
IPC分类号： H04M15/00 , H04L12/16 , G10L21/00
CPC分类号： H04M3/42221 , H04M2203/2011
摘要： Improved indexing of telephony sessions is achieved by:(a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and(b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.
摘要翻译：通过以下方式实现电话会话的改进索引：（a）在记录电话会话期间或在播放记录期间接收包括将记录的离散片段识别为感兴趣的参数的指示; 以及（b）在与所述会话的记录相关联的索引中存储识别所述记录的所述离散段的标识符。

3. 发明申请

US20100333158A1 Analysis of Packet-Based Video Content 审中-公开
标题翻译：基于分组视频内容的分析
公开(公告)号：US20100333158A1
公开(公告)日：2010-12-30
申请号：US12494594
申请日：2009-06-30
申请人： Tony McCormack , Alan Diskin , Neil O'Connor
发明人： Tony McCormack , Alan Diskin , Neil O'Connor
IPC分类号： H04N7/173 , H04N7/26
CPC分类号： H04N7/163 , H04N21/4394 , H04N21/44008 , H04N21/4508 , H04N21/4755
摘要： A system for receiving and decoding packet-based video signals, and method of operation and computer program product for such system are disclosed. The system receives a packet-based data stream encoding a video or television signal. The content is analysed in accordance with user-editable rules to find matches between conditions specified in the rules and corresponding actions to be taken. On detection of a match with the received content, a corresponding action is implemented by issuing a command to control a component which is under the control of said receiving and decoding system.
摘要翻译：公开了一种用于接收和解码基于分组的视频信号的系统，以及用于该系统的操作方法和计算机程序产品。系统接收编码视频或电视信号的基于分组的数据流。根据用户可编辑的规则分析内容，以在规则中指定的条件和要采取的相应操作之间找到匹配项。在检测到与接收到的内容的匹配时，通过发出控制在所述接收和解码系统的控制下的组件的命令来实现相应的动作。

4. 发明申请

US20130111357A1 COLLABORATION MANAGEMENT TOOLS FOR CONTACT CENTERS 有权
标题翻译：联络中心合作管理工具
公开(公告)号：US20130111357A1
公开(公告)日：2013-05-02
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： G06F3/01
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。

5. 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。

6. 发明申请

US20100158237A1 Method and Apparatus for Monitoring Contact Center Performance 审中-公开
标题翻译：监测接触中心性能的方法和装置
公开(公告)号：US20100158237A1
公开(公告)日：2010-06-24
申请号：US12339998
申请日：2008-12-19
申请人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
发明人： Tony McCormack , John Yoakum , Neil O'Connor , Stephen Whynot
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G10L2015/088 , H04M2201/40
摘要： 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.
摘要翻译：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。

7. 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。

8. 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。

9. 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。

10. 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。

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