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1. 发明授权

US07746362B2 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US07746362B2
公开(公告)日：2010-06-29
申请号：US11352146
申请日：2006-02-10
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： G06F13/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
摘要翻译：多种通信类型被集成到呼叫中心。通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于诸如分配给代理的端点数量，代理可用性，优先级等特定标准来对代理进行优先级和分配呼叫客户呼叫，给定代理的效率和代理处理特定通信类型呼叫的效率。描述了允许代理控制接受多个呼叫的代理用户界面。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统提供详细的代理性能跟踪。系统通过使用备份系统提供故障恢复。如果网络服务器发生故障，则客户直接连接到代理。当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。该系统提供广泛的呼叫记录或“数据唤醒”信息收集。该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。该系统将人类知识与自动化知识库相结合。该系统实时地向代理更新或添加到知识库中。该系统还提供了不同通信类型的“混合”。

2. 发明授权

US06665395B1 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US06665395B1
公开(公告)日：2003-12-16
申请号：US09209800
申请日：1998-12-11
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： H04M300
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent's availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
摘要翻译：多种通信类型被集成到呼叫中心。通信类型可以是聊天，电子邮件，互联网协议（IP）语音，传统电话，网页，数字图像，数字视频等。本发明的特征包括允许单个代理在多个信道或“端点”处理多个客户。基于特定标准（例如分配给代理的端点数量，代理的可用性，客户呼叫的优先级，给定代理的效率以及代理处理特定通信类型呼叫的效率）的特定标准来优先处理和分配呼叫。描述了一种代理用户界面，允许代理人控制接受多个呼叫。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统提供详细的代理性能跟踪。系统通过使用备份系统提供故障恢复。如果网络服务器发生故障，则客户直接连接到代理。当故障计算机重新上线时，收集的统计数据然后用于同步返回的计算机。该系统提供广泛的呼叫记录或“数据唤醒”信息收集。该系统提供了将大量历史和当前数据从一个代理传输到另一个代理程序以及从存储转移到活动代理的灵活性。该系统将人的知识与自动化知识库相结合。该系统实时地向代理更新或添加到知识库中。该系统还提供了不同通信类型的“混合”。

3. 发明授权

US07995740B2 Automatic call distribution system using computer network-based communication 有权
标题翻译：自动呼叫分配系统采用计算机网络通信
公开(公告)号：US07995740B2
公开(公告)日：2011-08-09
申请号：US11351605
申请日：2006-02-10
申请人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
发明人： Andrew T. Busey , Mark Lovett Wells , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Dwight M. Moore , Edward C. Horvath , Kirschen Alcyone Seah , Stephen P. Zilko , Zhiyu Zhang , George Currie , Mohammed Ehtesham Hoq , Kenneth Lynn Bowen , Christopher Sanchez
IPC分类号： H04M3/00 , H04M5/00 , H04M7/00
CPC分类号： H04M3/5191 , H04M3/5233 , H04M7/0027 , H04M2203/551
摘要： Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.
摘要翻译：多种通信类型（例如，聊天，电子邮件，语音等）被集成到呼叫中心中。实施例可以允许单个代理来处理多个端点和多个通信类型。代理用户界面允许代理人控制接受多个通信，并向代理人提供关于通信和客户的信息。代理可以将罐头响应，图像，URL或其他信息拖放到窗口中，以立即在客户的计算机上显示。该系统还提供了将大量历史和当前数据从一个代理转移到另一个代理以及从存储转移到活动代理的灵活性。该系统还提供不同通信类型的“混合”，以向代理提供单一接口。

4. 发明授权

US06377944B1 Web response unit including computer network based communication 有权
标题翻译： Web响应单元包括基于计算机网络的通信
公开(公告)号：US06377944B1
公开(公告)日：2002-04-23
申请号：US09210169
申请日：1998-12-11
申请人： Andrew T. Busey , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Brett Morrison , Dwight M Moore , Kirschen Alcyone Seah , Rickey E. Chevrie , George Currie , Yuan Sylvia Tien
发明人： Andrew T. Busey , Peter Novosel , Govind Balakrishnan , Peter Bunyan , Brett Morrison , Dwight M Moore , Kirschen Alcyone Seah , Rickey E. Chevrie , George Currie , Yuan Sylvia Tien
IPC分类号： G06F1730
CPC分类号： H04L29/06 , G06F17/30867 , H04L67/306 , Y10S707/99933 , Y10S707/99934 , Y10S707/99945
摘要： A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.
摘要翻译：基于网络的客户界面允许客户从各种数据源或数据库（包括知识库和常见问题数据库）接收自动化信息。数据源根据记录正在进行的客户查询和与数据库的事务进行更新。更新可以在用于更新数据源之前进行检查。执行客户身份验证，以便客户能够获得更高水平的服务，并且可以使用任何先前的客户会话来帮助人员了解客户的情况。

5. 发明授权

US07263526B1 Method and apparatus for embedding chat functions in a web page 失效
标题翻译：将聊天功能嵌入网页的方法和装置
公开(公告)号：US07263526B1
公开(公告)日：2007-08-28
申请号：US08768606
申请日：1996-12-18
申请人： Andrew T. Busey , Gerald H. Weghorst, Jr.
发明人： Andrew T. Busey , Gerald H. Weghorst, Jr.
IPC分类号： G06F15/16 , G06F17/00
CPC分类号： H04L51/04 , G06Q30/02 , H04L12/1813 , H04L12/1827 , H04L29/06 , H04L67/02 , H04L67/42 , H04L69/329 , Y10S707/99943
摘要： A real time chat server (610) not only maintains the chat session but also synchronizes the browse and chat functions by dynamically linking the browser and chat applications to allow the contents of the browser window and the chat window to change in a coordinated manner. The chat server is built from a number of core software objects, namely user objects (616, 618), connection objects, and room objects (612, 614). In this way, multiple users' browsers may be connected into one powerful distributed chat/HTTP server and all such users are able to fully interact with one another in a coordinated manner via type-written messages, HTML web documents, and file transfers. The usefulness of chat is enhanced by embedding the chat functions into the browser window.
摘要翻译：实时聊天服务器（610）不仅维护聊天会话，而且通过动态地链接浏览器和聊天应用来同步浏览和聊天功能，以允许浏览器窗口和聊天窗口的内容以协调的方式改变。聊天服务器是由许多核心软件对象构成的，即用户对象（616,618），连接对象和房间对象（612,614）。以这种方式，多个用户的浏览器可以被连接到一个强大的分布式聊天/ HTTP服务器中，并且所有这样的用户能够通过类型写入的消息，HTML web文档和文件传输以协调的方式彼此完全交互。通过将聊天功能嵌入浏览器窗口来增强聊天的实用性。

6. 发明授权

US5764916A Method and apparatus for real time communication over a computer network 失效
标题翻译：用于通过计算机网络进行实时通信的方法和装置
公开(公告)号：US5764916A
公开(公告)日：1998-06-09
申请号：US722898
申请日：1996-09-27
申请人： Andrew T. Busey , Gerald H. Weghorst, Jr.
发明人： Andrew T. Busey , Gerald H. Weghorst, Jr.
IPC分类号： H04L12/18 , H04L29/06 , H04L29/08 , G06F17/30
CPC分类号： H04L12/1827 , H04L29/06 , H04L67/02 , H04L67/42 , H04L69/329
摘要： In a method for real time network chat, TCP/IP connections are established between a plurality of clients and a host. Respective real time communications protocol connections such as telnet or IRC are established over the TCP/IP connections, and a message is sent from one of the clients to at least one of the other clients through the host using the respective real time communications protocol connections therebetween. The message, which includes one or more instructions in a markup language such as html, for example, is parsed in the receiving chat client, which displays the message in accordance with the markup language instructions contained therein. Where the markup language instruction is a hyperlink, the telnet chat client receiving the message from the host communicates the URL associated with the hyperlink to a Web browser under user control, and the Web browser requests and receives the desired Web document.
摘要翻译：在用于实时网络聊天的方法中，在多个客户机和主机之间建立TCP / IP连接。通过TCP / IP连接建立了各种实时通信协议连接（如telnet或IRC），并且通过主机使用相应的实时通信协议连接将消息从客户端之一发送到其他客户端中的至少一个。在接收聊天客户端中解析包括诸如html之类的标记语言中的一个或多个指令的消息，该接收聊天客户端根据其中包含的标记语言指令来显示该消息。在标记语言指令是超链接的情况下，从主机接收消息的telnet聊天客户端在用户控制下将与超链接相关联的URL传送到Web浏览器，并且Web浏览器请求并接收所需的Web文档。

7. 发明授权

US07165213B1 Method and system for coordinating media and messaging operations in an information processing system 有权
标题翻译：在信息处理系统中协调媒体和消息传递操作的方法和系统
公开(公告)号：US07165213B1
公开(公告)日：2007-01-16
申请号：US09187895
申请日：1998-11-06
申请人： Andrew T. Busey
发明人： Andrew T. Busey
IPC分类号： G06F15/00 , G06F17/00
CPC分类号： H04L51/04 , G06Q30/02 , H04L12/1813 , H04L12/1827 , H04L29/06 , H04L67/02 , H04L67/42 , H04L69/329 , Y10S707/99943
摘要： A method and system for coordinating media and messaging operations in an information processing system includes the ability for streaming media and messages in an information processing system from a switching mechanism to a plurality of user nodes. The invention receives a plurality of unsynchronized media and messages from said plurality of user nodes in a synchronizer. Instructions of the present invention further control the streaming of media and messages from said switching mechanism to said plurality of user nodes using said synchronizer. Streaming media may include, for example, chat, audio and video elements, video conference transmissions, teleconference transmissions, and combinations of such media elements.
摘要翻译：用于在信息处理系统中协调媒体和消息传递操作的方法和系统包括将信息处理系统中的媒体和消息从切换机制流向多个用户节点的能力。本发明在同步器中从所述多个用户节点接收多个不同步的媒体和消息。本发明的指令还使用所述同步器进一步控制从所述切换机制到所述多个用户节点的媒体和消息的流传输。流媒体可以包括例如聊天，音频和视频元素，视频会议传输，电话会议传输以及这种媒体元素的组合。

8. 发明授权

US06785708B1 Method and apparatus for synchronizing browse and chat functions on a computer network 失效
标题翻译：用于在计算机网络上同步浏览和聊天功能的方法和装置
公开(公告)号：US06785708B1
公开(公告)日：2004-08-31
申请号：US08741470
申请日：1996-10-30
申请人： Andrew T. Busey , Gerald H. Weghorst, Jr.
发明人： Andrew T. Busey , Gerald H. Weghorst, Jr.
IPC分类号： G06F1516
CPC分类号： H04L12/1813 , G06Q30/02 , H04L12/1827 , H04L29/06 , H04L51/04 , H04L67/02 , H04L67/42 , H04L69/329
摘要： A real time chat server (610) not only maintains the chat session but also synchronizes the browse and chat functions by dynamically linking the browser and chat applications to allow the contents of the browser window and the chat window to change in a coordinated manner. The chat server is built from a number of core software objects, namely user objects (616, 618), connection objects, and room objects (612, 614). In this way, multiple users' browsers may be connected into one powerful distributed chat/HTTP server and all such users are able to fully interact with one another in a coordinated manner via type-written messages, HTML web documents, and file transfers.
摘要翻译：实时聊天服务器（610）不仅维护聊天会话，而且通过动态地链接浏览器和聊天应用来同步浏览和聊天功能，以允许浏览器窗口和聊天窗口的内容以协调的方式改变。聊天服务器是由许多核心软件对象构成的，即用户对象（616,618），连接对象和房间对象（612,614）。以这种方式，多个用户的浏览器可以被连接到一个强大的分布式聊天/ HTTP服务器中，并且所有这样的用户能够通过类型写入的消息，HTML web文档和文件传输以协调的方式彼此完全交互。

9. 发明授权

US06862625B1 Method and apparatus for real time network communication 失效
标题翻译：用于实时网络通信的方法和装置
公开(公告)号：US06862625B1
公开(公告)日：2005-03-01
申请号：US09060867
申请日：1998-04-15
申请人： Andrew T. Busey , Gerald H. Weghorst, Jr.
发明人： Andrew T. Busey , Gerald H. Weghorst, Jr.
IPC分类号： H04L12/18 , H04L29/06 , H04L29/08 , G06F15/16
CPC分类号： H04L12/1827 , H04L29/06 , H04L67/02 , H04L67/42 , H04L69/329
摘要： A real time communications protocol connection is formed over a network communications connection. A markup language instruction is embedded in a message. The message is sent on the real time communications protocol connection.
摘要翻译：通过网络通信连接形成实时通信协议连接。标记语言指令嵌入到消息中。该消息是在实时通信协议连接上发送的。

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