专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明授权

US07822019B2 Direction of communications sessions to contact centers 有权
标题翻译：与联络中心通讯的方向
公开(公告)号：US07822019B2
公开(公告)日：2010-10-26
申请号：US11537060
申请日：2006-09-29
申请人： Paul Kelly , Tony McCormack
发明人： Paul Kelly , Tony McCormack
IPC分类号： H04L12/66 , H04L12/28 , H04M7/00 , H04M3/00
CPC分类号： H04M3/5237 , H04M3/42357 , H04M3/5166
摘要： A communications session directed at a group of contact centers is held outside the contact centers at an IVR server, while the requirements of the session are determined. A request is formulated specifying the requirements, and this request is sent to a web services provider agent exposed by the group of contact centers. The request is forwarded to the contact centers which collectively respond with an identification of an address associated with a specific endpoint to which the communications session should be sent in order that it will receive the specified handling. The IVR server holding the call can thereby direct the session to a suitable endpoint without having any need to remain aware of the state of the contact centers or the agents within those centers.
摘要翻译：针对一组联络中心的通信会话在IVR服务器的联络中心外部进行，同时确定会话的要求。制定了一个规定要求的请求，并将该请求发送给由该组联络中心公开的Web服务提供商代理。请求被转发到联络中心，联络中心通过与通信会话应该被发送的特定端点相关联的地址的标识来进行响应，以便它将接收指定的处理。因此，保持呼叫的IVR服务器可以将会话引导到适当的端点，而不需要保持意识到这些中心内的联络中心或代理的状态。

2. 发明申请

US20080080506A1 Direction of Communications Sessions to Contact Centers 有权
标题翻译：联络中心的通讯方向
公开(公告)号：US20080080506A1
公开(公告)日：2008-04-03
申请号：US11537060
申请日：2006-09-29
申请人： Paul Kelly , Tony McCormack
发明人： Paul Kelly , Tony McCormack
IPC分类号： H04L12/56
CPC分类号： H04M3/5237 , H04M3/42357 , H04M3/5166
摘要： A communications session directed at a group of contact centers is held outside the contact centers at an IVR server, while the requirements of the session are determined. A request is formulated specifying the requirements, and this request is sent to a web services provider agent exposed by the group of contact centers. The request is forwarded to the contact centers which collectively respond with an identification of an address associated with a specific endpoint to which the communications session should be sent in order that it will receive the specified handling. The IVR server holding the call can thereby direct the session to a suitable endpoint without having any need to remain aware of the state of the contact centers or the agents within those centers.
摘要翻译：针对一组联络中心的通信会话在IVR服务器的联络中心外部进行，同时确定会话的要求。制定了一个规定要求的请求，并将该请求发送给由该组联络中心公开的Web服务提供商代理。请求被转发到联络中心，联络中心通过与通信会话应该被发送的特定端点相关联的地址的标识来进行响应，以便它将接收指定的处理。因此，保持呼叫的IVR服务器可以将会话引导到适当的端点，而不需要保持意识到这些中心内的联络中心或代理的状态。

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

US08934618B2 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：US08934618B2
公开(公告)日：2015-01-13
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： H04M5/00 , G10L15/22 , H04M3/493 , H04M3/51 , H04M3/42
CPC分类号： G10L15/22 , H04M3/493 , H04M3/5166 , H04M2201/38 , H04M2203/355
摘要： Methods for analyzing 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。

5. 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。

6. 发明授权

US08144633B2 Method and system for controlling audio in a collaboration environment 有权
标题翻译：在协作环境中控制音频的方法和系统
公开(公告)号：US08144633B2
公开(公告)日：2012-03-27
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的设备来感知指定听觉位置处的音频流。

7. 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。

8. 发明申请

US20110058662A1 METHOD AND SYSTEM FOR AURALLY POSITIONING VOICE SIGNALS IN A CONTACT CENTER ENVIRONMENT 有权
标题翻译：在联络中心环境中定位语音信号的方法和系统
公开(公告)号：US20110058662A1
公开(公告)日：2011-03-10
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
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。

9. 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。

10. 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。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式