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1. 发明授权

US07369653B2 Method of delivering enterprise data through a call center 有权
标题翻译：通过呼叫中心提供企业数据的方法
公开(公告)号：US07369653B2
公开(公告)日：2008-05-06
申请号：US10011578
申请日：2001-11-05
申请人： Anthony Dezonno , Jeffrey Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Mark J. Power , Craig R. Shambaugh , Dave Mosquera , Nayel Saleh
发明人： Anthony Dezonno , Jeffrey Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Mark J. Power , Craig R. Shambaugh , Dave Mosquera , Nayel Saleh
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , H04M3/42059 , H04M3/493
摘要： A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.
摘要翻译：描述了通过企业的呼叫中心向客户端提供企业信息的方法和装置。该方法包括以下步骤：基于通过客户端和呼叫中心之间的呼叫连接接收到的呼叫关联信息来检测客户端的身份，基于客户端的身份向客户端呈现多个选项，并向客户端呈现客户端基于多个选项中的选定选项的企业信息。

2. 发明授权

US06961419B2 Contact center data integration with enterprise applications 有权
标题翻译：与企业应用程序的联络中心数据集成
公开(公告)号：US06961419B2
公开(公告)日：2005-11-01
申请号：US10114487
申请日：2002-04-02
申请人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
发明人： Mark J. Power , Dave Mosquera , Anthony J. Dezonno , Jeffrey D. Hodson , Joseph Bloom , David Funck , Eric James , Michael Peters , Craig R. Shambaugh , Nayel Saleh
IPC分类号： H04M3/523 , H04M3/00
CPC分类号： H04M3/523 , H04M3/42068 , H04M2201/38
摘要： A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.
摘要翻译：提供了一种方法和装置，用于处理由呼叫中心检测到的客户端到呼叫中心的代理的呼叫。该方法包括以下步骤：为呼叫提供呼叫对象，在呼叫对象内收集呼叫的属性，将代理对象与呼叫对象相关联，并且基于呼叫对象的查看过程将客户端数据显示给呼叫中心的代理关联代理对象。

3. 发明授权

US06870926B2 Method of optimizing call center resources based upon statistics 有权
标题翻译：基于统计信息优化呼叫中心资源的方法
公开(公告)号：US06870926B2
公开(公告)日：2005-03-22
申请号：US09992367
申请日：2001-11-06
申请人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
发明人： Craig R. Shambaugh , Joe Bloom , Anthony J. Dezonno , David Funck , Jeff Hodson , Eric James , Michael Peters , Mark J. Power , Dave Mosquera , Nayel Saleh
IPC分类号： H04M3/51 , H04M3/523 , H04M3/00
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233
摘要： A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.
摘要翻译：提供了一种方法和装置，用于基于控制呼叫中心的企业的预定业务规则来在呼叫中心内分配资源。该方法包括以下步骤：基于预定业务规则分析来自多个呼叫交易的记录，基于预定的业务规则识别呼叫交易记录之间的相关性，并且基于所识别的相关性和预定的相关性来调整呼叫交易的资源业务规则

4. 发明授权

US07809118B2 System and method for voice and data convergence 有权
标题翻译：语音和数据融合的系统和方法
公开(公告)号：US07809118B2
公开(公告)日：2010-10-05
申请号：US10901930
申请日：2004-07-29
申请人： Nayel Saleh , Michael Peters
发明人： Nayel Saleh , Michael Peters
IPC分类号： H04M11/00 , H04M3/00
CPC分类号： H04M3/5183 , H04M2201/40 , H04M2201/60
摘要： The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
摘要翻译：该方法和装置用于在具有多个代理的自动联系人分配系统中转换用户的文本消息和至少一个代理的语音响应之间的消息和响应。在一个实施例中，该方法包括经由网络从第一位置以文本格式发送文本消息; 在第二位置从网络接收文本消息; 并将文本消息从文本格式转换成语音格式的语音消息。该方法还包括将语音格式的语音响应从代理转换为文本格式的文本响应，语音响应是响应于文本消息; 以及经由网络将文本响应从第二位置发送到第一位置。因此，用户似乎以文本为基础与代理进行通信，并且代理人似乎以语音为基础与用户通信。

5. 发明申请

US20060023867A1 System and method for voice and data convergence 有权
标题翻译：语音和数据融合的系统和方法
公开(公告)号：US20060023867A1
公开(公告)日：2006-02-02
申请号：US10901930
申请日：2004-07-29
申请人： Nayel Saleh , Michael Peters
发明人： Nayel Saleh , Michael Peters
IPC分类号： H04M3/00 , H04M5/00 , H04M11/00
CPC分类号： H04M3/5183 , H04M2201/40 , H04M2201/60
摘要： The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
摘要翻译：该方法和装置用于在具有多个代理的自动联系人分配系统中转换用户的文本消息和至少一个代理的语音响应之间的消息和响应。在一个实施例中，该方法包括经由网络从第一位置以文本格式发送文本消息; 在第二位置从网络接收文本消息; 并将文本消息从文本格式转换成语音格式的语音消息。该方法还包括将语音格式的语音响应从代理转换为文本格式的文本响应，语音响应是响应于文本消息; 以及经由网络将文本响应从第二位置发送到第一位置。因此，用户似乎以文本为基础与代理进行通信，并且代理人似乎以语音为基础与用户通信。

6. 发明申请

US20060117098A1 Automatic generation of mixed media messages 有权
标题翻译：自动生成混合媒体消息
公开(公告)号：US20060117098A1
公开(公告)日：2006-06-01
申请号：US10999445
申请日：2004-11-30
申请人： Anthony Dezonno , Mike Hollatz , Michael Peters
发明人： Anthony Dezonno , Mike Hollatz , Michael Peters
IPC分类号： G06F15/16 , G06F15/173
CPC分类号： H04M3/5191 , H04L29/06027 , H04L65/1006 , H04L65/103 , H04L65/104 , H04L65/1096 , H04L65/4007 , H04M3/523
摘要： A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.
摘要翻译：提供了一种用于处理与组织的客户端的联系的方法和装置。该方法包括以下步骤：通过以第一通信格式操作的第一通信信道检测与客户端的联系的组织的联系处理资源，所述联系人处理资源基于与客户端的联系产生信息请求，传送信息请求到组织的媒体服务器，媒体服务器通过以第二通信格式操作的第二通信信道向客户端发送信息响应。

7. 发明授权

US07668303B2 Call tracking using SIP presence mechanism 有权
标题翻译：使用SIP存在机制进行呼叫跟踪
公开(公告)号：US07668303B2
公开(公告)日：2010-02-23
申请号：US10930999
申请日：2004-08-31
申请人： Michael Peters , Mike Hollatz , Jeffrey Hodson , Joseph Steinlicht
发明人： Michael Peters , Mike Hollatz , Jeffrey Hodson , Joseph Steinlicht
IPC分类号： H04M3/42
CPC分类号： H04L67/24 , H04L51/00 , H04M3/523 , H04M7/006 , H04M2203/4509
摘要： A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.
摘要翻译：提供了一种方法和装置，用于处理呼叫的呼叫者和自动联系人分配器之间的自动联系人分配器内的呼叫。该方法包括以下步骤：当呼叫到达自动联系人分配器并将呼叫注册消息从自动联系人分配器的资源传送到自动呼叫分配器的跟踪服务器时，将呼叫标识符分配给呼叫，以登记使用分配的呼叫标识符在资源呼叫。

8. 发明申请

US20140203482A1 Apparatus and Method for the Treatment of a Flat Steel Product, Taking Place in Throughput 有权
标题翻译：用于处理扁钢产品的设备和方法
公开(公告)号：US20140203482A1
公开(公告)日：2014-07-24
申请号：US14116530
申请日：2012-03-30
申请人： Marc Blumenau , Karsten Machalitza , Michael Peters , Rudolf Schoenenberg , Sabine Zeizinger , Martin Norden
发明人： Marc Blumenau , Karsten Machalitza , Michael Peters , Rudolf Schoenenberg , Sabine Zeizinger , Martin Norden
IPC分类号： C21D9/00 , C21D1/26
CPC分类号： C21D9/0056 , C21D1/26 , C21D9/561 , F27B9/06 , F27B9/3005 , F27D7/02 , F27D7/06 , F27D99/0075
摘要： An apparatus and a method for the treatment of a flat steel product, taking place in throughput. The apparatus includes an indirectly heated annealing furnace chamber, a conveyor device for continuously conveying the flat steel product over a conveyor path leading from an entry to an exit of the annealing furnace chamber, and nozzle arrangements for feeding atmosphere gas, which is reactive in relation to the flat steel product, into the annealing furnace chamber. A controlled treatment of the flat steel product includes a first nozzle arrangement, from which a gas jet induces a first gas flow towards the entry of the annealing furnace chamber and sweeping over the surface of flat steel product to be treated. A second nozzle arrangement includes a gas jet which induces a second gas flow directed towards the exit of the annealing furnace chamber and sweeping over the surface of flat steel product.
摘要翻译：一种用于处理扁钢产品的设备和方法。该设备包括间接加热的退火炉室，用于在从退火炉室的入口到出口的输送路径上连续输送扁钢产品的输送装置，以及用于进入气氛气体的喷嘴装置对扁钢产品进入退火炉室。扁钢产品的受控处理包括第一喷嘴装置，气体喷射器从该第一喷嘴装置引入朝向退火炉室入口的第一气流，并在待处理的扁钢产品的表面上扫过。第二喷嘴装置包括气体射流，其引起朝向退火炉室的出口的第二气流并且扫过扁钢产品的表面。

9. 发明申请

US20120173430A1 PORTABLE PROMOTIONAL CONTENT AND INTERFACE APPARATUS 审中-公开
标题翻译：便携式促销内容和界面装置
公开(公告)号：US20120173430A1
公开(公告)日：2012-07-05
申请号：US13423942
申请日：2012-03-19
申请人： Giorgio Carnero , Jay Denhart , Michael Peters , Marco Randi
发明人： Giorgio Carnero , Jay Denhart , Michael Peters , Marco Randi
IPC分类号： G06Q30/02 , G06F21/22
CPC分类号： G06F21/10 , G06F2221/0742
摘要： A portable promotional content and interface apparatus (200) comprises a housing (201) that houses a memory (203) and a control circuit (202). This memory comprises, at least in part, a hidden digital storage area (204). The memory stores encrypted digital end-user promotional content and the hidden digital storage area stores the corresponding encryption key(s). The control circuit operably couples to this memory and also to a computational-platform interface (206) (such as, but not limited to, a USB plug). So configured, the control circuit interfaces with an end user's computational platform (301) via this computational-platform interface. Via that connection, the control circuit then serves to confirm a pre-established right for the end user to experience the stored end-user promotional content and to use the encryption key(s) to facilitate the end user experiencing that digital end-user promotional content through the end-user computational platform upon confirming that pre-established right.
摘要翻译：便携式促销内容和接口装置（200）包括容纳存储器（203）和控制电路（202）的外壳（201）。该存储器至少部分地包括隐藏的数字存储区域（204）。存储器存储加密的数字终端用户促销内容，隐藏的数字存储区域存储对应的加密密钥。控制电路可操作地耦合到该存储器并且还耦合到计算平台接口（206）（例如但不限于USB插头）。如此配置，控制电路经由该计算平台接口与终端用户的计算平台（301）进行接口。通过该连接，控制电路然后用于确认最终用户预先确定的权利以体验所存储的最终用户促销内容并使用加密密钥来促进最终用户体验数字终端用户促销内容通过最终用户计算平台确认预先确定的权利。

10. 发明授权

US07995611B2 Method and apparatus for dynamic VoIP phone protocol selection 有权
标题翻译：用于动态VoIP电话协议选择的方法和装置
公开(公告)号：US07995611B2
公开(公告)日：2011-08-09
申请号：US10879691
申请日：2004-06-29
申请人： Michael Hollatz , Michael Peters
发明人： Michael Hollatz , Michael Peters
IPC分类号： H04J3/16
CPC分类号： H04M1/2535 , H04L29/06027 , H04L29/12924 , H04L61/6063 , H04L65/1006 , H04L65/1009 , H04L65/1043 , H04L65/1069 , H04L65/80 , H04M7/006
摘要： A method and apparatus for dynamically selecting one of a plurality of VoIP phone protocols to establish a VoIP phone connection is provided. In one example, the method includes listening on a multiplicity of available IP ports associated with a first VoIP phone device for an incoming call utilizing the plurality of VoIP phone protocols, the plurality of VoIP phone protocols co-existing on the first VoIP phone device, detecting the incoming call originating from a second VoIP phone device, and determining which one of the plurality of VoIP phone protocols is associated the incoming call. The method further includes selecting one of the multiplicity of available IP ports on the first VoIP phone device to establish a VoIP phone connection with the second VoIP phone device utilizing the VoIP phone protocol associated with the incoming call.
摘要翻译：提供一种用于动态选择多个VoIP电话协议之一以建立VoIP电话连接的方法和装置。在一个示例中，该方法包括使用多个VoIP电话协议（第一VoIP电话设备上共存的多个VoIP电话协议）监听与第一VoIP电话设备相关联的多个可用IP端口用于呼入呼叫，检测来自第二VoIP电话设备的来电，以及确定所述多个VoIP电话协议中的哪一个与所述来电相关联。该方法还包括选择第一VoIP电话设备上的多个可用IP端口中的一个，以利用与来话呼叫相关联的VoIP电话协议与第二VoIP电话设备建立VoIP电话连接。

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