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1. 发明申请

US20050125487A1 Method and system for distributing contacts within a network 审中-公开
标题翻译：在网络内分发联系人的方法和系统
公开(公告)号：US20050125487A1
公开(公告)日：2005-06-09
申请号：US10723507
申请日：2003-11-26
申请人： Neil O'Connor , Arik Elberse , Michael Hartman
发明人： Neil O'Connor , Arik Elberse , Michael Hartman
IPC分类号： G06F7/00 , G06F15/16 , G06F17/30 , H04M3/523
CPC分类号： H04M3/5237
摘要： Contacts received by a contact centre are auctioned to other contact centres to determine an optimum service or cost for each contact. By publishing requests for bids to a network visible space, multiple contact centres or agents can monitor for new requests, and if they can service the request, submit bids to take over the contact at the best price or service level. This enables contacts to be optimally distributed over a network without maintaining centrally records of currently available resources and current statistics for each contact centre. This also adds market competition to the distribution of contacts, providing the potential to increase the overall quality of service and to reduce costs.
摘要翻译：由联络中心收到的联系人将拍卖给其他联络中心，以确定每个联系人的最佳服务或费用。通过向网络可见空间发布出价请求，多个联络中心或代理可以监控新请求，如果可以为该请求提供服务，则以最佳价格或服务级别提交出价以接管联系人。这使联系人能够通过网络进行最佳分配，而不必对每个联络中心的当前可用资源和当前统计信息进行集中记录。这也增加了市场竞争对联系人的分配，提供了提高服务质量和降低成本的潜力。

2. 发明授权

US08929533B2 Peer to peer contact center 有权
标题翻译：对等联络中心
公开(公告)号：US08929533B2
公开(公告)日：2015-01-06
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00 , H04M3/523 , H04M7/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

3. 发明申请

US20080123839A1 Peer to Peer Contact Center 有权
标题翻译：对等联系中心
公开(公告)号：US20080123839A1
公开(公告)日：2008-05-29
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

4. 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.

5. 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。

6. 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。

7. 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。

8. 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。

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。

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