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1. 发明申请

US20120158848A1 System and Method for Automatically Managing Participation at a Meeting or Conference 有权
标题翻译：自动管理会议或会议参与的制度和方法
公开(公告)号：US20120158848A1
公开(公告)日：2012-06-21
申请号：US13337769
申请日：2011-12-27
申请人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
发明人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
IPC分类号： G06F15/16
CPC分类号： H04L12/1822 , H04L12/18
摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
摘要翻译：参与者管理系统，用于识别会议的潜在受邀者。存储装置维护存储人员关联的记录至少一个或多个关键词。在会议准备期间，系统通过识别人员来响应用户对关键词的输入。用户没有义务通过关键词对人物进行选择，只能选择主题。

2. 发明授权

US08121269B1 System and method for automatically managing participation at a meeting 失效
标题翻译：自动管理会议参与的系统和方法
公开(公告)号：US08121269B1
公开(公告)日：2012-02-21
申请号：US11395110
申请日：2006-03-31
申请人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
发明人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
IPC分类号： H04M11/00
CPC分类号： H04L12/1822 , H04L12/18
摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least to one or more keywords. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
摘要翻译：参与者管理系统，用于识别会议的潜在受邀者。存储装置保持至少存储一个或多个关键字的个人关联记录。在会议准备期间，系统通过识别人员来响应用户对关键词的输入。用户没有义务通过关键词对人物进行选择，只能选择主题。

3. 发明授权

US09024993B2 System and method for automatically managing participation at a meeting or conference 有权
标题翻译：自动管理会议或会议参与的系统和方法
公开(公告)号：US09024993B2
公开(公告)日：2015-05-05
申请号：US13337769
申请日：2011-12-27
申请人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
发明人： Patrick Hession , Tony McCormack , John Costello , Frank McGuire
IPC分类号： H04N7/14 , H04L12/18
CPC分类号： H04L12/1822 , H04L12/18
摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.
摘要翻译：参与者管理系统，用于识别会议的潜在受邀者。存储装置维护存储人员关联的记录至少一个或多个关键词。在会议准备期间，系统通过识别人员来响应用户对关键词的输入。用户没有义务通过关键词对人物进行选择，只能选择主题。

4. 发明授权

US08849907B1 System and method for notifying participants of topics in an ongoing meeting or conference 有权
标题翻译：在正在进行的会议或会议中通知参与者主题的系统和方法
公开(公告)号：US08849907B1
公开(公告)日：2014-09-30
申请号：US11395601
申请日：2006-03-31
申请人： Patrick Hession , Tony McCormack , John Costello
发明人： Patrick Hession , Tony McCormack , John Costello
IPC分类号： G06F15/16 , H04L12/18 , H04L29/06 , H04L12/58
CPC分类号： G06F15/16 , H04L12/1822 , H04L12/1831 , H04L12/1895 , H04L29/06401 , H04L51/04 , H04L65/4038 , H04M3/42365 , H04M3/563 , H04M2203/352 , H04M2203/5009
摘要： A conference notification system in which potential participants to a conference re notified of relevant sections of the conference as they occur. Records are maintained of associations of persons to at least one or more conference section indicators, each indicator being uniquely associated with a conference section. The system identifies the current conference section and identifies persons associated with the current section, notifying them accordingly.
摘要翻译：会议通知系统，会议的潜在参与者重新通知会议的相关部分。将人员关联的记录保存到至少一个或多个会议部分指示符，每个指示符与会议部分唯一地相关联。系统识别当前的会议部分，并识别与当前部分相关联的人员，并相应地通知他们。

5. 发明授权

US07796747B1 Method and system for management of queues in contact centers 有权
标题翻译：联络中心队伍管理方法和系统
公开(公告)号：US07796747B1
公开(公告)日：2010-09-14
申请号：US11431230
申请日：2006-05-10
申请人： Tony McCormack , Patrick Hession , John Costello
发明人： Tony McCormack , Patrick Hession , John Costello
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5238
摘要： Contacts are managed within a contact center by associating each contact with one or more skill set and priority identifiers. The contacts may be represented as a software object. Contact (or contact objects) may be queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. For those contacts having multiple skill sets, a process and a system is disclosed wherein the multiple skill sets of the contact are serviced by multiple agents to provide a 1 to N process. The customer may be given the option to have each additional agent conference into a contact session thereby reducing the customer's overall wait time for the contact to be serviced. The process and system also may include identifying contact objects having prerequisites and routing those contact objects to an agent having one of the prerequisites. The process and system also allows a group of related contacts to be serviced by one or more agents in an M to 1 or M to N fashion. This is accomplished in part by determining if the contact has a common identifier associating the contact with a larger group and routing the contact to an agent or agents supporting contacts having the common identifier.
摘要翻译：通过将每个联系人与一个或多个技能组和优先级标识符相关联，在联络中心内管理联系人。联系人可以表示为软件对象。联系人（或联系对象）可以通过对每个联系人之前和之后的对象的引用和/或来自彼此排队。对于具有多个技能组的那些联系人，公开了一种过程和系统，其中联系人的多个技能组由多个代理服务以提供1到N进程。客户可以选择让每个额外的代理会议进入联系会话，从而减少客户对联系人进行维修的整体等待时间。该过程和系统还可以包括识别具有先决条件的联系人对象并将这些联系人对象路由到具有先决条件之一的代理。该过程和系统还允许一组相关的联系人由M到1或M到N的方式由一个或多个代理服务。这部分是通过确定联系人是否具有将联系人与较大群组相关联并将该联系人路由到代理的通用标识或者支持具有公共标识符的联系人的代理来实现的。

6. 发明申请

US20110077755A1 METHOD AND SYSTEM FOR REPLAYING A PORTION OF A MULTI-PARTY AUDIO INTERACTION 有权
标题翻译：用于更换多方音频互动部分的方法和系统
公开(公告)号：US20110077755A1
公开(公告)日：2011-03-31
申请号：US12569931
申请日：2009-09-30
申请人： John H. Yoakum , John Costello , Tony McCormack
发明人： John H. Yoakum , John Costello , Tony McCormack
IPC分类号： G06F17/00
CPC分类号： H04M3/568 , H04L65/4015 , H04L65/403 , H04M3/567 , H04M2203/1066
摘要： A method for replaying a portion of a multi-party audio interaction to a participant of the audio interaction. A participant of a multi-party audio interaction, such as a conference call or a gaming session, can request a replay of a portion of the audio interaction. A conference processor can provide an outgoing audio stream to the participant that includes a replay audio stream that includes the requested replayed portion of the multi-party audio interaction and a real-time audio stream that includes the ongoing multi-party audio interaction. The replay audio stream can be aurally positioned at an aural position that is different from the real-time audio stream to enhance the participant's ability to distinguish between the two audio streams.
摘要翻译：一种用于将多方音频交互的一部分重播到音频交互的参与者的方法。诸如电话会议或游戏会话的多方音频交互的参与者可以请求重放音频交互的一部分。会议处理器可以向参与者提供输出音频流，其包括重播音频流，其包括多方音频交互的所请求的重播部分和包括正在进行的多方音频交互的实时音频流。重放音频流可以被听觉地定位在与实时音频流不同的听觉位置，以增强参与者区分两个音频流的能力。

7. 发明申请

US20110069643A1 METHOD AND SYSTEM FOR CONTROLLING AUDIO IN A COLLABORATION ENVIRONMENT 有权
标题翻译：在协调环境中控制音频的方法和系统
公开(公告)号：US20110069643A1
公开(公告)日：2011-03-24
申请号：US12564262
申请日：2009-09-22
申请人： John H. Yoakum , Tony McCormack , John Costello
发明人： John H. Yoakum , Tony McCormack , John Costello
IPC分类号： H04L12/16
CPC分类号： H04L65/4015
摘要： A method and system for designating an aural position of an audio stream in a collaboration environment. A plurality of icons corresponding to participants are displayed in a user interface. A moderator may move the icons from a first position in the user interface to a second position in the user interface. Upon moving an icon from a first position to a second position, an aural position identifier corresponding to the second position is generated and sent to a conference processor. The conference processor uses the aural position identifier to generate an outgoing audio stream that aurally positions the audio stream generated by the participant corresponding to the icon at the aural position. The outgoing audio stream is provided to the moderator, who uses a multi-channel capable device to perceive the audio stream at the designated aural position.
摘要翻译：一种用于在协作环境中指定音频流的听觉位置的方法和系统。与用户对应的多个图标显示在用户界面中。主持人可以将图标从用户界面中的第一位置移动到用户界面中的第二位置。在将图标从第一位置移动到第二位置时，生成与第二位置相对应的听觉位置识别符并将其发送到会议处理器。会议处理器使用听觉位置标识符来产生输出音频流，其将由与该图标对应的参与者产生的音频流声音地定位在听觉位置。输出音频流被提供给主持人，主持人使用多声道能力设备来感知指定听觉位置处的音频流。

8. 发明授权

US08547880B2 Method and system for replaying a portion of a multi-party audio interaction 有权
标题翻译：用于重播多方音频交互的一部分的方法和系统
公开(公告)号：US08547880B2
公开(公告)日：2013-10-01
申请号：US12569931
申请日：2009-09-30
申请人： John H. Yoakum , John Costello , Tony McCormack
发明人： John H. Yoakum , John Costello , Tony McCormack
IPC分类号： H04L12/16
CPC分类号： H04M3/568 , H04L65/4015 , H04L65/403 , H04M3/567 , H04M2203/1066
摘要： A method for replaying a portion of a multi-party audio interaction to a participant of the audio interaction. A participant of a multi-party audio interaction, such as a conference call or a gaming session, can request a replay of a portion of the audio interaction. A conference processor can provide an outgoing audio stream to the participant that includes a replay audio stream that includes the requested replayed portion of the multi-party audio interaction and a real-time audio stream that includes the ongoing multi-party audio interaction. The replay audio stream can be aurally positioned at an aural position that is different from the real-time audio stream to enhance the participant's ability to distinguish between the two audio streams.
摘要翻译：一种用于将多方音频交互的一部分重播到音频交互的参与者的方法。诸如电话会议或游戏会话的多方音频交互的参与者可以请求重放音频交互的一部分。会议处理器可以向参与者提供输出音频流，其包括重播音频流，其包括多方音频交互的所请求的重播部分和包括正在进行的多方音频交互的实时音频流。重放音频流可以被听觉地定位在与实时音频流不同的听觉位置，以增强参与者区分两个音频流的能力。

9. 发明授权

US08363810B2 Method and system for aurally positioning voice signals in a contact center environment 有权
标题翻译：语音信号在联络中心环境中的方法和系统
公开(公告)号：US08363810B2
公开(公告)日：2013-01-29
申请号：US12555413
申请日：2009-09-08
申请人： John H. Yoakum , Tony McCormack , John Costello
发明人： John H. Yoakum , Tony McCormack , John Costello
IPC分类号： H04M3/42 , H04M1/00 , H04M3/00 , H04M5/00 , H04L12/16 , H04Q11/00
CPC分类号： H04M3/568 , H04M3/51
摘要： A contact center media server for aurally positioning participants of a contact center transaction at aural positions designated by a contact center agent. The media server includes a communications interface coupled to a controller and adapted to interface with a plurality of voice paths. Each of the voice paths is associated with one of a plurality of participants in a contact center transaction. A three-dimensional (3D) spatializer engine is coupled to the controller and can receive incoming voice signals received over voice paths and corresponding aural position data. The 3D spatializer engine processes the incoming voice signals and generates outgoing voice signals that include signal characteristics that aurally position the first outgoing voice signals at an aural position with respect to the contact center agent indicated by the aural position data.
摘要翻译：联络中心媒体服务器，用于在由联络中心代理指定的听觉位置上听觉地定位联络中心交易的参与者。媒体服务器包括耦合到控制器并且适于与多个语音路径进行接口的通信接口。每个语音路径与联络中心事务中的多个参与者之一相关联。三维（3D）空间化引擎耦合到控制器并且可以接收通过语音路径接收的传入语音信号和对应的听觉位置数据。 3D空间化引擎处理输入语音信号并产生输出语音信号，其包括将第一输出语音信号相对于由听觉位置数据指示的联络中心代理听觉位置听觉地定位的信号特征。

10. 发明申请

US20100166158A1 Method for Analysing an Interactive Voice Response System 有权
标题翻译：分析交互式语音应答系统的方法
公开(公告)号：US20100166158A1
公开(公告)日：2010-07-01
申请号：US12345200
申请日：2008-12-29
申请人： John Costello , Tony McCormack , John Yoakum
发明人： John Costello , Tony McCormack , John Yoakum
IPC分类号： H04M1/64
CPC分类号： G10L15/22 , H04M3/493 , H04M3/5166 , H04M2201/38 , H04M2203/355
摘要： Methods for analysing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.
摘要翻译：公开了用于分析交互式语音响应（IVR）系统的方法。在该方法中，从IVR系统发出提示，并接收到响应于IVR系统提示的用户输入。一种方法是将IVR系统发出的提示显示给运营商; 并且从操作者接收输入数据，数据定义是否推荐IVR系统的任何改变和/或对IVR系统的任何推荐的改变。另一种方法包括通过将用户输入与预定义的一组规则进行比较来检测意外事件的发生，每个规则与一个或多个意外事件相关联; 并且响应于一个或多个意外事件的检测而采取预定义的动作。

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