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1. 发明授权

US08117538B2 Method for dynamically converting voice XML scripts into other compatible markup language scripts based on required modality 有权
标题翻译：基于所需模式将语音XML脚本动态转换为其他兼容标记语言脚本的方法
公开(公告)号：US08117538B2
公开(公告)日：2012-02-14
申请号：US12339904
申请日：2008-12-19
申请人： Nikolay Anisimov , Petr Makagon , Andriy Ryabchun , Mark Scott
发明人： Nikolay Anisimov , Petr Makagon , Andriy Ryabchun , Mark Scott
IPC分类号： G06F17/00
CPC分类号： H04M3/5183 , H04M3/4938
摘要： In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another includes a language transformation engine executable from a browser application resident on a digital medium installed on or accessible to a computing appliance, and an interactive panel accessible through the browser application the panel containing selectable modality options. The language transformation engine has network access to a language server, and a routing strategy server, and wherein VXML scripts downloaded to the browser are transformed into scripts expressed in another markup language for presentation and wherein the transformed scripts are used at an end resource that the interaction is redirected to.
摘要翻译：在联络中心中，用于使得从一个脚本化资源类型到另一个脚本资源类型的交互重定向的路由接口包括可以从驻留在安装在计算设备上或可访问的数字媒体上的浏览器应用程序执行的语言转换引擎，以及可通过浏览器应用程序面板包含可选择的模式选项。语言转换引擎具有对语言服务器和路由策略服务器的网络访问，并且其中下载到浏览器的VXML脚本被转换成以另一种标记语言表示的脚本用于呈现，并且其中转换的脚本在最终资源处被使用，互动被重定向到。

2. 发明申请

US20100162101A1 Method for Dynamically Converting Voice XML Scripts into other Compatible Markup Language Scripts Based on Required Modality 有权
标题翻译：基于所需模式将语音XML脚本动态转换为其他兼容标记语言脚本的方法
公开(公告)号：US20100162101A1
公开(公告)日：2010-06-24
申请号：US12339904
申请日：2008-12-19
申请人： Nikolay Anisimov , Petr Makagon , Andriy Ryabchun , Mark Scott
发明人： Nikolay Anisimov , Petr Makagon , Andriy Ryabchun , Mark Scott
IPC分类号： G06F17/00 , G06F3/00
CPC分类号： H04M3/5183 , H04M3/4938
摘要： In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another includes a language transformation engine executable from a browser application resident on a digital medium installed on or accessible to a computing appliance, and an interactive panel accessible through the browser application the panel containing selectable modality options. The language transformation engine has network access to a language server, and a routing strategy server, and wherein VXML scripts downloaded to the browser are transformed into scripts expressed in another markup language for presentation and wherein the transformed scripts are used at an end resource that the interaction is redirected to.
摘要翻译：在联络中心中，用于使得从一个脚本化资源类型到另一个脚本资源类型的交互重定向的路由接口包括可以从驻留在安装在计算设备上或可访问的数字媒体上的浏览器应用程序执行的语言转换引擎，以及可通过浏览器应用程序面板包含可选择的模式选项。语言转换引擎具有对语言服务器和路由策略服务器的网络访问，并且其中下载到浏览器的VXML脚本被转换成以另一种标记语言表示的脚本用于呈现，并且其中转换的脚本在最终资源处被使用，互动被重定向到。

3. 发明授权

US06985943B2 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 有权
公开(公告)号：US06985943B2
公开(公告)日：2006-01-10
申请号：US10269124
申请日：2002-10-10
申请人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

4. 发明授权

US09002920B2 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 有权
公开(公告)号：US09002920B2
公开(公告)日：2015-04-07
申请号：US12119843
申请日：2008-05-13
申请人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173 , G06F15/16 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/08 , H04M3/51 , H04M3/523 , H04Q3/00 , H04Q3/64 , H04M3/22 , H04M3/42 , H04M3/493
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

5. 发明申请

US20080046504A1 Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center 有权
标题翻译：远程知识工作者从联络中心扩展管理和互动的方法和设备
公开(公告)号：US20080046504A1
公开(公告)日：2008-02-21
申请号：US11926913
申请日：2007-10-29
申请人： Vladimir Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/16
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
摘要翻译：用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。

6. 发明授权

US07823167B2 Method and apparatus for extending contact center configuration data for access by third-party applications over a data network 有权
标题翻译：用于扩展联系中心配置数据以供第三方应用通过数据网络访问的方法和装置
公开(公告)号：US07823167B2
公开(公告)日：2010-10-26
申请号：US10279435
申请日：2002-10-23
申请人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F9/44 , G06F15/16
CPC分类号： G06F9/546
摘要： A system for transforming and transmitting communication-center configuration and service data from a communication-center environment to one or more third-party applications over a data network includes an intermediate service point connected to the network between the communicating parties, a set of application program interfaces for transforming and transmitting communication-center data from the center to the intermediate service point, and a set of application program interfaces for transmitting the communication-center data from the service point to one or more of the third party applications. In a preferred application, the third-party applications can be disparate platforms, and Java-based data is sent to the service point from the center and used for instantiating at least one data model, the model described as an XML document, which is rendered accessible in whole or part to a requesting third-party application or applications according to protocol used by the third-party application or applications.
摘要翻译：用于通过数据网络将通信中心配置和业务数据从通信中心环境变换和发送到一个或多个第三方应用的系统包括连接到通信方之间的网络的中间服务点，一组应用程序用于从中心到中间服务点转换和发送通信中心数据的接口，以及用于将通信中心数据从服务点发送到一个或多个第三方应用的一组应用程序接口。在优选的应用中，第三方应用程序可以是不同的平台，并且基于Java的数据从中心发送到服务点，并用于实例化至少一个数据模型，被描述为XML文档的模型被呈现可以根据第三方应用程序使用的协议全部或部分访问请求的第三方应用程序或应用程序。

7. 发明授权

US07565428B2 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 有权
标题翻译：用于从联络中心扩展对远程知识工作者的状态和交互的管理的方法和装置
公开(公告)号：US07565428B2
公开(公告)日：2009-07-21
申请号：US11926913
申请日：2007-10-29
申请人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir Neil Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
摘要翻译：用于管理通信中心的远程代理的网络系统包括连接到网络的主服务器，主服务器控制至少一个路由点; 分布在网络上并可由远程代理访问的一个或多个辅助服务器，具有对代理计算平台和通信外围设备的数据访问的辅助服务器或服务器; 以及部分地分发给辅助服务器或服务器并且部分地分发给一个或多个代理计算平台和外围设备的软件套件，该软件套件包括用于报告代理状态数据的协议。系统通过一个或多个辅助服务器监视代理计算平台和外围设备的活动状态，因此一个或多个辅助服务器通过网络与主服务器交换控制消息和事件相关数据，以实现智能路由目的。

8. 发明申请

US20080222240A1 Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center 有权
公开(公告)号：US20080222240A1
公开(公告)日：2008-09-11
申请号：US12119843
申请日：2008-05-13
申请人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Vladimir N. Deryugin , Patrick Giacomini , Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/10 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L65/4038 , H04L67/04 , H04L67/28 , H04L67/2819 , H04L67/2823 , H04L67/327 , H04L69/08 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/4234 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5233 , H04M2201/60 , H04M2207/203 , H04Q3/0029 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/1322 , H04Q2213/13345
摘要： A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

9. 发明申请

US20060095568A1 Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment 审中-公开
标题翻译：方法和装置使得能够基于语音管理远程知识工作者在联络中心环境中的状态和交互
公开(公告)号：US20060095568A1
公开(公告)日：2006-05-04
申请号：US11290925
申请日：2005-11-29
申请人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F15/173
CPC分类号： H04L29/06 , G06Q10/06 , G06Q10/10 , H04L29/06027 , H04L65/1043 , H04L65/1069 , H04L65/4007 , H04L67/04 , H04L69/08 , H04L69/329 , H04M3/36 , H04M3/42221 , H04M3/42323 , H04M3/4938 , H04M3/5125 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5237 , H04M3/58 , H04M2201/40 , H04M2201/60 , H04M2203/6018 , H04M2207/18
摘要： A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
摘要翻译：用于启用通信中心应用和远离中心的人类代理之间的语音交互的网络系统具有连接到网络的主服务器，控制中心使用的至少一个路由点的服务器，连接到网络的辅助服务器辅助服务器用于生成和服务语音可扩展标记语言，与辅助服务器相关联的语音网关，用于执行语音可扩展标记语言和识别语音输入的网关，以及基于主服务器的软件平台，部分作为服务器应用分发到辅助服务器，软件套件作为中心应用程序和网关之间的数据转换接口。在优选的使用中，代理和应用程序使用VXML进行双向通信。

10. 发明授权

US09128802B2 Automated call center software build generator 有权
标题翻译：自动呼叫中心软件构建生成器
公开(公告)号：US09128802B2
公开(公告)日：2015-09-08
申请号：US12894692
申请日：2010-09-30
申请人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
发明人： Petr Makagon , Andriy Ryabchun , Nikolay Anisimov
IPC分类号： G06F9/44
CPC分类号： G06F8/36 , G06F8/20 , G06F8/31 , G06F8/71 , H04M3/2263 , H04M3/5183
摘要： A call center (CC) generator includes generator software (GSW) executing on a computerized appliance from a machine-readable physical medium, an input interface for receiving a CC configuration, access to a data repository storing CC software components, a function relating configuration parameters to individual ones of the stored CC software components, and an output interface for delivering a CC SW suite. The CC generator, executing the GSW, considers the CC configuration, applies the relating function, selects CC software components to copy from the data repository, and builds the CC SW suite for output.
摘要翻译：呼叫中心（CC）发生器包括从机器可读物理介质在计算机化设备上执行的发生器软件（GSW），用于接收CC配置的输入接口，存储CC软件组件的数据存储库的访问，与配置参数相关的功能到存储的CC软件组件中的各个，以及用于传送CC SW套件的输出接口。执行GSW的CC生成器考虑CC配置，应用相关功能，选择要从数据存储库复制的CC软件组件，并构建CC SW套件进行输出。

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