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1. 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。

2. 发明授权

US08301474B2 Contact center integration into virtual environments 有权
标题翻译：联络中心集成到虚拟环境中
公开(公告)号：US08301474B2
公开(公告)日：2012-10-30
申请号：US12739226
申请日：2008-10-20
申请人： Michael Hartman , Tony McCormack , Neil O'Connor
发明人： Michael Hartman , Tony McCormack , Neil O'Connor
IPC分类号： G06Q40/00
CPC分类号： G06N3/006 , G06Q10/0637 , G06Q30/016 , G06Q30/02
摘要： A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.
摘要翻译：联络中心具有在计算机系统中实现的虚拟环境的接口。联络中心的操作包括从虚拟环境接收与虚拟环境的居民的虚拟环境内的空间位置相关的空间信息，并且在联络中心的排队系统中排队与该居民相关的联系人。排队决策至少部分地基于虚拟环境中居民的空间信息。

3. 发明授权

US07912207B2 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US07912207B2
公开(公告)日：2011-03-22
申请号：US11313371
申请日：2005-12-21
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： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

4. 发明授权

US08434004B2 Representations of communications sessions in virtual environments 有权
标题翻译：虚拟环境中通信会话的表示
公开(公告)号：US08434004B2
公开(公告)日：2013-04-30
申请号：US12739345
申请日：2008-10-20
申请人： Michael Hartman , Tony McCormack , Neil O'Connor
发明人： Michael Hartman , Tony McCormack , Neil O'Connor
IPC分类号： G06F3/048
CPC分类号： A63F13/87 , A63F13/12 , A63F13/335 , A63F13/79 , A63F2300/305 , A63F2300/5553 , A63F2300/572
摘要： A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.
摘要翻译：在虚拟环境中表示通信会话的方法使用呈现实体，该呈现实体被提供在环境中的它将被从请求了通信会话的用户的观察点可见和/或可听到的位置。例如，可以在环境中表示字符或对象的呈现实体在环境内向用户呈现信息。还公开了一种自动化居民，其可以与这种环境的其他居民相互作用，获得传递给联络中心并由其使用的信息，以排队这些其他居民和联络中心代理之间的接触。

5. 发明申请

US20070140442A1 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US20070140442A1
公开(公告)日：2007-06-21
申请号：US11313371
申请日：2005-12-21
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： H04M1/64
CPC分类号： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

6. 发明授权

US09674360B2 Management of contacts at contact centers 有权
公开(公告)号：US09674360B2
公开(公告)日：2017-06-06
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30 , H04M3/51 , G06Q30/02
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

7. 发明申请

US20130282744A1 MANAGEMENT OF CONTACTS AT CONTACT CENTERS 有权
标题翻译：联系中心联系人管理
公开(公告)号：US20130282744A1
公开(公告)日：2013-10-24
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.
摘要翻译：在联络中心，将新联系人与当前在联络中心处于活动状态的其他联系人进行比较，以识别具有新联系人的共同来源的匹配联系人，随后终止或提供新的和匹配的联系人中的至少一个根据联络中心规则增加资源或优先级。

8. 发明申请

US20100313147A1 REPRESENTATIONS OF COMMUNICATIONS SESSIONS IN VIRTUAL ENVIRONMENTS 有权
标题翻译：通讯会议在虚拟环境中的表现
公开(公告)号：US20100313147A1
公开(公告)日：2010-12-09
申请号：US12739345
申请日：2008-10-20
申请人： Michael Hartman , Neil O'connor , Tony McCormack
发明人： Michael Hartman , Neil O'connor , Tony McCormack
IPC分类号： G06F3/048 , G06F15/16
CPC分类号： A63F13/87 , A63F13/12 , A63F13/335 , A63F13/79 , A63F2300/305 , A63F2300/5553 , A63F2300/572
摘要： A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.
摘要翻译：在虚拟环境中表示通信会话的方法使用呈现实体，该呈现实体被提供在环境中的它将被从请求了通信会话的用户的观察点可见和/或可听到的位置。例如，可以在环境中表示字符或对象的呈现实体在环境内向用户呈现信息。还公开了一种自动化居民，其可以与这种环境的其他居民相互作用，获得传递给联络中心并由其使用的信息，以排队这些其他居民和联络中心代理之间的接触。

9. 发明申请

US20100306021A1 CONTACT CENTER INTEGRATION INTO VIRTUAL ENVIRONMENTS 有权
标题翻译：联系中心集成到虚拟环境中
公开(公告)号：US20100306021A1
公开(公告)日：2010-12-02
申请号：US12739226
申请日：2008-10-20
申请人： Neil O'Connor , Michael Hartman , Tony McCormack
发明人： Neil O'Connor , Michael Hartman , Tony McCormack
IPC分类号： G06Q10/00 , G06Q30/00 , G06N5/02 , G06F3/048
CPC分类号： G06N3/006 , G06Q10/0637 , G06Q30/016 , G06Q30/02
摘要： A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.
摘要翻译：联络中心具有在计算机系统中实现的虚拟环境的接口。联络中心的操作包括从虚拟环境接收与虚拟环境的居民的虚拟环境内的空间位置相关的空间信息，并且在联络中心的排队系统中排队与该居民相关的联系人。排队决策至少部分地基于虚拟环境中居民的空间信息。

10. 发明授权

US08402088B2 Establishing telephone calls at a specified future time using a URI and a web-based telephony application 有权
标题翻译：在指定的未来时间使用URI和基于Web的电话应用程序建立电话
公开(公告)号：US08402088B2
公开(公告)日：2013-03-19
申请号：US09878874
申请日：2001-06-11
申请人： Tony McCormack , Joseph Smyth , Michael Hartman
发明人： Tony McCormack , Joseph Smyth , Michael Hartman
IPC分类号： G06F15/16 , H04M3/42
CPC分类号： H04L65/1069 , H04L29/06 , H04L29/06027 , H04L29/12009 , H04L29/12594 , H04L61/30 , H04L67/325 , H04L67/327 , H04L69/329
摘要： Web-based telephony applications have recently been developed whereby a user is able to access a web-site and click on links or buttons in order to establish a voice over internet protocol telephone call from for example, his or her PC phone, to another user at another telephone terminal (PC phone or other suitable type of telephone). By enabling a web-based telephony application to receive URIs containing time information it is possible to enable telephone calls (including conference calls) to be initiated automatically at specified times or for feature keys on a user's telephone terminal to be programmed such that when activated at a particular time, a specified telephone call is initiated. In addition, URIs comprising time information may be used to set up “follow-me” functionality whereby all calls to a particular user are directed to different pre-specified directory numbers depending on the time of day. In another example, URIs comprising time information are used to route calls to contact-center agents in order to reduce the burden on contact center routing applications. URIs comprising time information are also advantageously used to communicate information to other entities.
摘要翻译：最近开发了基于网络的电话应用程序，由此用户能够访问网站并点击链接或按钮，以便建立来自例如他或她的PC电话的互联网协议电话呼叫到另一用户在另一个电话终端（PC电话或其他合适类型的电话）。通过使基于网络的电话应用程序能够接收包含时间信息的URI，可以在指定时间自动启动电话呼叫（包括电话会议）或者对用户电话终端上的功能键进行编程，使得当在在特定的时间，开始指定的电话呼叫。此外，包括时间信息的URI可以用于建立跟随功能，其中根据时间的不同，对特定用户的所有呼叫都被定向到不同的预定目录号码。在另一个示例中，包括时间信息的URI用于将呼叫路由到联络中心代理，以减少联络中心路由应用的负担。包括时间信息的URI也有利地用于向其他实体传送信息。

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