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1. 发明授权

US09247070B2 Method of operating a contact center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US09247070B2
公开(公告)日：2016-01-26
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , H04M7/00 , G06Q30/00 , H04M3/51 , H04M3/523 , H04L29/06 , H04M3/42
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

2. 发明申请

US20100077082A1 Method of Operating A Contact Center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US20100077082A1
公开(公告)日：2010-03-25
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , G06Q10/00 , G06Q50/00
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

3. 发明授权

US08224922B1 Work flow engine for controlling delivery of media treatments to customer contacts 有权
标题翻译：用于控制向客户联系人传送媒体处理的工作流程引擎
公开(公告)号：US08224922B1
公开(公告)日：2012-07-17
申请号：US11122717
申请日：2005-05-05
申请人： Patrick Hession , Arik Elberse , John Duncan , Lee Dalsu
发明人： Patrick Hession , Arik Elberse , John Duncan , Lee Dalsu
IPC分类号： G06F15/16
CPC分类号： H04L67/02 , H04M3/4938 , H04M3/51 , H04M2203/355
摘要： The present invention recognizes that there is a need to enable scripts or rules within workflow engines to be more dynamic, more easily created, more easily interpreted by other software entities and moreover to enable many different media types to be provided rather than only one such as voice. The present invention addresses this by making use of new types of web-based scripting applications such as VXML and SALT. One or more new commands are added to existing workflow engines to enable them to instruct media servers to access web-based instructions. Those web-based instructions are then executed at the media server to provide additional media treatment control.
摘要翻译：本发明认识到，需要使得工作流引擎内的脚本或规则能够被其他软件实体更动态化，更容易地创建，更容易地解释，而且能够提供许多不同的媒体类型，而不仅仅是提供诸如语音。本发明通过利用诸如VXML和SALT之类的基于web的脚本应用程序的新类型来解决这个问题。将一个或多个新命令添加到现有工作流引擎中，以使其能够指示媒体服务器访问基于Web的指令。然后在媒体服务器上执行那些基于web的指令，以提供额外的媒体处理控制。

4. 发明授权

US07769161B1 Contact center 有权
标题翻译：联络中心
公开(公告)号：US07769161B1
公开(公告)日：2010-08-03
申请号：US10738489
申请日：2003-12-17
申请人： Patrick Hession , Tony McCormack , Arik Elberse
发明人： Patrick Hession , Tony McCormack , Arik Elberse
IPC分类号： H04M3/00 , G06F15/16 , G06Q10/00
CPC分类号： H04M3/51 , G06Q10/06 , H04M3/4234
摘要： One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.
摘要翻译：联络中心提供商面临的一个问题是如何最有效地平衡有限的联络中心资源与提供良好的客户服务的需求。本发明通过使联络中心能够使用诸如自由联络中心代理和媒体服务器之类的外部资源来解决这个问题。这是通过这样的方式实现的，即这些外部资源由联络中心控制，其使用对联络中心的最终用户是有效透明的。

5. 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。

6. 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。

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