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1. 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。

2. 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。

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

US20100169147A1 Location-based queuing 审中-公开
标题翻译：基于位置的排队
公开(公告)号：US20100169147A1
公开(公告)日：2010-07-01
申请号：US12346373
申请日：2008-12-30
申请人： Tony McCormack , Neil O'Connor , Joseph Smyth
发明人： Tony McCormack , Neil O'Connor , Joseph Smyth
IPC分类号： G06Q10/00 , G01C21/00
CPC分类号： G06Q30/02 , G06Q10/06 , G06Q10/0631
摘要： Queuing to a mobile agents is accomplished by assigning each mobile agents to one of a plurality of location zones based on information received from a tracking system, and maintaining a plurality of location-specific queues of requests, each location-specific queue having one or more of the location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue. On receiving a location-based request for the services of a mobile agent, an optimum queue is selected for the request from among the plurality of location-specific queues based at least in part on a comparison between the request location and a location zone associated with the optimum queue, subject to a servicing constraint that a queue can only be selected as the optimum queue if at least one agent is currently servicing the queue.
摘要翻译：通过基于从跟踪系统接收的信息将每个移动代理分配给多个位置区域中的一个并且维护多个位置特定的请求队列来实现对移动代理的排队，每个位置特定的队列具有一个或多个并且每个位置特定的队列仅由其分配的位置区域与该位置特定队列的位置区域匹配的那些移动代理服务。在接收到针对移动代理的服务的基于位置的请求时，至少部分地基于请求位置与与所述位置特定队列相关联的位置区域之间的比较，从所述多个位置特定队列中为所述请求选择最佳队列最优队列，受到服务约束，如果至少有一个代理正在服务于队列，则队列只能被选择为最佳队列。

5. 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。

6. 发明授权

US07570606B2 Managing a communications system by offering participants the opportunity to respond to requests submitted by other participants 有权
标题翻译：通过为参与者提供机会来响应其他参与者提交的请求来管理通信系统
公开(公告)号：US07570606B2
公开(公告)日：2009-08-04
申请号：US11312977
申请日：2005-12-20
申请人： Tony McCormack , Paul D'Arcy , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Neil O'Connor
IPC分类号： H04L12/16 , H04L12/28
CPC分类号： H04M3/5233 , G06Q10/10 , H04L65/4007
摘要： Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.
摘要翻译：与通信系统通信的参与者可以通过向每个参与者分配代理简档来允许以代理人的身份分配给该参与者的联系人请求来彼此联系。一个参与者提交具有可以与代理简档匹配的详细信息的联系人请求，并且该联系请求是基于其内容的队列。通过将队列中的请求分配给其代理配置文件与队列匹配的参与者，在联系请求和第二参与者之间进行匹配。因此，第二参与者有机会以代理人的身份响应联系请求。不胜感激的是，本发明的方法不是提供非结构化环境（例如免费讨论论坛），而是为一组感兴趣的参与者提供一种方式来响应彼此提交的请求，要求该组织的合适和胜任的成员。除了允许对信息或帮助的简单请求进行响应之外，该方法和系统还在诸如在线游戏的较大环境的背景下具有应用。

7. 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。

8. 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。

9. 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。

10. 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。

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