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1. 发明授权

US4835769A Passive bus communication for ISDN 失效
标题翻译： ISDN的被动总线通信
公开(公告)号：US4835769A
公开(公告)日：1989-05-30
申请号：US150130
申请日：1988-01-29
申请人： Norman J. Donaghue, Jr. , Jay P. Jayapalan , Rafael E. Salcedo
发明人： Norman J. Donaghue, Jr. , Jay P. Jayapalan , Rafael E. Salcedo
IPC分类号： H04Q11/04
CPC分类号： H04Q11/0471 , H04Q2213/13034 , H04Q2213/13174 , H04Q2213/13176 , H04Q2213/1319 , H04Q2213/13202 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/13216 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/204 , H04Q2213/216 , H04Q2213/22 , H04Q2213/299
摘要： An apparatus for providing passive bus communication in an ISDN without use of services of a central office includes a passive bus suitable for ISDN D-channel frame communication, the passive bus having an echo channel and having a plurality of terminal devices coupled to the passive bus. A receiving circuit is coupled to the passive bus for receiving D-channel frames containing a SAPI address transmitted from the terminal devices over the passive bus. A decoding circuit is coupled to the receiving circuit for decoding D-channel addresses transmitted from the terminal devices over the passive bus. The decoding circuit includes a circuit for determining if one of the D-channel frames from the terminal devices include a predetermined SAPI address. A switching circuit is coupled to and responsive to the decoding circuit, and implements a logical communication channel between two or more of the plurality of terminal devices when the D-channel frame includes the predetermined SAPI address. The switching circuit echoes D-channel frames over the echo channel of the passive bus for receipt by the terminal devices (TE) coupled to the passive bus and inhibits transmission of the D-channel frames to the central office when the D-channel frames include the predetermined SAPI address. The TE monitors the D-echo channel to receive the local passive bus communication in addition to contention resolution.
摘要翻译：一种用于在不使用中心局的服务的情况下在ISDN中提供无源总线通信的装置包括适用于ISDN D信道帧通信的无源总线，所述无源总线具有回波信道，并且具有耦合到被动总线的多个终端设备。接收电路耦合到无源总线，用于接收包含通过无源总线从终端设备发送的SAPI地址的D信道帧。解码电路耦合到接收电路，用于对通过无源总线从终端设备发送的D信道地址进行解码。解码电路包括用于确定来自终端设备的D信道帧中的一个是否包括预定SAPI地址的电路。切换电路耦合到解码电路并且响应于解码电路，并且当D信道帧包括预定的SAPI地址时，实现多个终端设备中的两个或更多个之间的逻辑通信信道。切换电路通过被动总线的回波通道回送D信道帧，以便由耦合到无源总线的终端设备（TE）接收，并且当D信道帧包括D信道帧时，禁止将D信道帧传输到中心局预定的SAPI地址。除了争用解决之外，TE监视D-echo信道以接收局部无源总线通信。

2. 发明授权

US4891813A Passive bus communication using alternate CRC 失效
标题翻译：被动总线通信使用交替CRC
公开(公告)号：US4891813A
公开(公告)日：1990-01-02
申请号：US150129
申请日：1988-01-29
申请人： Rafael E. Salcedo , Norman J. Donaghue, Jr.
发明人： Rafael E. Salcedo , Norman J. Donaghue, Jr.
IPC分类号： H03M13/09 , H04L1/00 , H04Q11/04
CPC分类号： H04L1/0057 , H03M13/09 , H04Q11/0471 , H04Q2213/13174 , H04Q2213/13176 , H04Q2213/13202 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/13215 , H04Q2213/1322 , H04Q2213/13299 , H04Q2213/215 , H04Q2213/216 , H04Q2213/22 , H04Q2213/299
摘要： An apparatus for providing passive bus communication in an ISDN without use of services of a central office uses an alternative error checking (CRC) technique for communication between devices on the passive bus. This alternate CRC is interpreted as an error at the central office so that local frames are discarded by the central office.
摘要翻译：用于在ISDN中提供无源总线通信而不使用中心局的服务的装置使用替代的错误校验（CRC）技术来在被动总线上的设备之间进行通信。这个替代CRC被解释为在中心局的错误，使得局部帧被中心局丢弃。

3. 发明授权

US4745601A Digital service unit with secondary channel diagnostics 失效
标题翻译：具有辅助通道诊断功能的数字服务单元
公开(公告)号：US4745601A
公开(公告)日：1988-05-17
申请号：US790687
申请日：1985-10-23
申请人： Jose R. Diaz , Norman J. Donaghue, Jr.
发明人： Jose R. Diaz , Norman J. Donaghue, Jr.
IPC分类号： H04L1/24 , H04L25/49 , H04J3/12
CPC分类号： H04L1/247 , H04L25/4925
摘要： In a method and apparatus for transmitting data over either a DDS-I (74) or DDS-II (DDS-SC) network (34), a primary and secondary channel are accommodated preferably for providing both primary data capability and diagnostics for the network. Primary and secondary channel data are multiplexed with control information in a standard DDS-SC frame. The system timing circuitry is locked to the DDS data rate and means for providing encoding and decoding of bipolar violations is provided so that the digital service unit (DSU) is compatible with both types of digital data service. At power-up, a microcomputer (102) reads the DSU clock frequency and the voltage offset of operational amplifiers and provides adjustment through digital to analog converters (210,294).
摘要翻译：在用于通过DDS-I（74）或DDS-II（DDS-SC）网络（34）上传输数据的方法和装置中，优选地适用主要和次要信道，用于提供网络的主要数据能力和诊断。主要和次要信道数据与标准DDS-SC帧中的控制信息进行复用。系统定时电路被锁定到DDS数据速率，并且提供用于提供双极违例的编码和解码的装置，使得数字服务单元（DSU）与两种类型的数字数据服务兼容。在上电时，微计算机（102）读取DSU时钟频率和运算放大器的电压偏移，并通过数模转换器（210,294）提供调整。

4. 发明授权

US06650748B1 Multiple call handling in a call center 失效
标题翻译：在呼叫中心进行多个呼叫处理
公开(公告)号：US06650748B1
公开(公告)日：2003-11-18
申请号：US09060038
申请日：1998-04-13
申请人： Thomas J. Edwards , Norman J. Donaghue, Jr. , Denny Y. Fung , Steven J. Goldsmith
发明人： Thomas J. Edwards , Norman J. Donaghue, Jr. , Denny Y. Fung , Steven J. Goldsmith
IPC分类号： H04M300
CPC分类号： H04M3/523 , H04M3/5158
摘要： The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link. In response to a command from the client application of a call queue request for a call on a particular agent telephone, the MCH application running on the MCH server creates an index for the call, sets a timer for a duration less than the default call timeout period for the ACD, and directs the ACD to transfer the call in the first new route point. Prior to expiration of the default timeout period, the MCH application directs the ACD to transfer the call to the second new route point. The data repository retains the index for each call processed by the MCH application. Storing the unique index for each call allows the MCH application to keep track of each call and enable the MCH application to retrieve a particular call, providing the agent with the ability to selectively retrieve or discard parked calls. The invention is also applicable to robotic call servicing applications that need to park calls and retrieve them. In such embodiments, the MCH application receives instructions from the robotic application rather than the client application.
摘要翻译：本发明提供了一种方法和系统，用于在呼叫中心中无限次排队电话呼叫，独立于部署在呼叫中心的电话机器。该系统包括多个呼叫中心电话，连接到呼叫中心代理电话的自动呼叫分配器（ACD）和与具有多个呼叫处理的多呼叫处理（MCH）服务器连接的计算机电话集成（CTI）链路 MCH）应用程序和数据存储库。呼叫中心技术人员使用ACD的配置程序在ACD中创建了第一个新路线点和第二个新路线点。在MCH服务器上运行的客户端应用程序监视通过CTI链路对多个呼叫中心代理电话的电话呼叫。响应于客户端应用程序对特定代理电话上的呼叫的呼叫队列请求的命令，在MCH服务器上运行的MCH应用程序创建呼叫的索引，将定时器设置为小于默认呼叫超时的持续时间 ACD的时间段，并指示ACD在第一个新路由点转移呼叫。在默认超时时间到期之前，MCH应用程序指示ACD将呼叫转移到第二个新路由点。数据存储库保留由MCH应用处理的每个呼叫的索引。存储每个呼叫的唯一索引允许MCH应用程序跟踪每个呼叫，并使MCH应用程序能够检索特定呼叫，为代理提供有选择地检索或丢弃停放的呼叫的能力。本发明也适用于需要驻留呼叫并检索它们的机器人呼叫服务应用。在这样的实施例中，MCH应用接收来自机器人应用而不是客户应用的指令。

5. 发明授权

US06226377B1 Prioritized transaction server allocation 失效
标题翻译：优先事务服务器分配
公开(公告)号：US06226377B1
公开(公告)日：2001-05-01
申请号：US09089848
申请日：1998-06-03
申请人： Norman J. Donaghue, Jr.
发明人： Norman J. Donaghue, Jr.
IPC分类号： H04M500
CPC分类号： G06F9/5038 , G06F2209/5021
摘要： A facility for distributing transaction servers to process transactions of a number of different types is provided. The transaction types are organized into two or more priority levels ordered from highest to lowest. Each priority level has one or more transaction types. In the facility, a service level goal attribution system attributes a service level goal to each transaction type reflecting the level of service sought for transactions of the transaction type. An identification subsystem identifies transaction servers when they become available to process transactions. In response to each transaction server identified by the identification subsystem, a transaction server distribution subsystem assigns the identified transaction server to process a transaction of a type that needs an additional transaction server to meet its service level goal, and whose priority level is at least as high as that of any other transaction types that need an additional transaction server to meet its service level goal. When the assigned transaction servers complete processing of the transactions to which they are assigned, the identification subsystem reidentifies these transaction servers as again being available to process transactions.
摘要翻译：提供了一种用于分发事务服务器以处理多种不同类型的事务的功能。事务类型被分为从最高到最低排列的两个或更多个优先级。每个优先级具有一个或多个事务类型。在设施中，服务级别目标归属系统将服务级别目标归因于反映事务类型的事务所寻求的服务级别的每种事务类型。识别子系统识别事务服务器何时可用于处理事务。响应于由识别子系统识别的每个事务服务器，事务服务器分发子系统分配所识别的事务服务器以处理需要附加事务服务器的类型的事务以满足其服务级别目标，并且其优先级别至少等于高达任何其他事务类型，需要额外的事务服务器来满足其服务级别的目标。当分配的事务服务器完成对其分配的事务的处理时，识别子系统将这些事务服务器重新识别为再次可用于处理事务。

6. 发明授权

US06256381B1 System and method for identifying a data record associated with a transferred telephone call 有权
标题翻译：用于识别与传送的电话呼叫相关联的数据记录的系统和方法
公开(公告)号：US06256381B1
公开(公告)日：2001-07-03
申请号：US09183753
申请日：1998-10-30
申请人： Norman J. Donaghue, Jr.
发明人： Norman J. Donaghue, Jr.
IPC分类号： H04M300
CPC分类号： H04Q11/0457 , H04M3/51 , H04M3/54 , H04Q3/64
摘要： A system and method for identifying a data record associated with a transferred telephone call which is not dependent on the hardware of the particular telephone network and systems involved. In the preferred embodiment, to transfer a telephone call from a first call center to a second call center, the application server of the first call center sends a transfer request which includes the data record associated with the telephone call and the destination directory number (DDN) to which the call is to be transferred by the application server of the second call center. The application server of the second call center responds by sending a transfer response which includes a Direct Inward Dialing (DID) telephone number selected from a pool of available members to be used to establish the call transfer. The application server of the second call center also stores a transfer coordination record which contains the data record, the DID number and the DDN. Upon arrival of the transferred telephone call to the second call center, the application server of the second call center uses the DID number of the transferred call to access the stored DDN number to redirect the telephone call to the intended destination in the second call center and to access the data record and re-associate the data record with the transferred telephone call. Once the transferred call and associated data record have been re-associated the DID number is available for re-use.
摘要翻译：用于识别与传送的电话呼叫相关联的数据记录的系统和方法，其不依赖于特定电话网络的硬件和涉及的系统。在优选实施例中，为了将电话呼叫从第一呼叫中心传送到第二呼叫中心，第一呼叫中心的应用服务器发送包括与电话呼叫相关联的数据记录和目的地号码簿号码（DDN）的传送请求）呼叫由第二呼叫中心的应用服务器传送到该呼叫。第二呼叫中心的应用服务器通过发送包括从用于建立呼叫转移的可用成员池中选择的直接拨入（DID）电话号码的传送响应进行响应。第二呼叫中心的应用服务器还存储包含数据记录，DID号和DDN的传送协调记录。在转接电话到达第二呼叫中心时，第二呼叫中心的应用服务器使用所传送呼叫的DID号码来访问所存储的DDN号码，以将电话呼叫重定向到第二呼叫中心中的预定目的地，访问数据记录并将数据记录与传送的电话呼叫重新相关联。一旦转移的呼叫和关联的数据记录已被重新关联，则DID号码可用于重新使用。

7. 发明授权

US5467391A Integrated intelligent call blending 失效
标题翻译：集成智能通话混合
公开(公告)号：US5467391A
公开(公告)日：1995-11-14
申请号：US276774
申请日：1994-07-14
申请人： Norman J. Donaghue, Jr. , Clinton J. Hurd , David C. Mullen
发明人： Norman J. Donaghue, Jr. , Clinton J. Hurd , David C. Mullen
IPC分类号： H04M3/36 , H04M3/51 , H04M3/523 , H04M3/00 , H04M5/06
CPC分类号： H04M3/523 , H04M3/36 , H04M3/5158 , H04Q2213/13072
摘要： A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines through an automatic call distributor (ACD). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines through an outbound dialer. The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent. An acquired agent is released by terminating the internal call, not the individual outbound calls handled by the acquired agent.
摘要翻译：一种用于在电话呼叫服务操作中共享代理池的系统和方法，以便有效地利用代理。代理池的电话通过自动呼叫分配器（ACD）耦合到多个专用入站通信线路。另一个代理池的电话通过出站拨号器耦合到多个专用的出站通信线路。出站代理电话可以直接耦合到出站拨号器，或者可以通过ACD耦合到出站拨号器。或者，代理可以在单个池中，并且全部可用于服务入站和出站呼叫。当入站呼叫的代理响应指示符低于预定阈值时，代理从入站呼叫服务获取到服务呼出呼叫。通过从外部拨号程序通过ACD将内部呼叫发送给代理，为代理进行出站呼叫。通过终止内部呼叫而不是获取的代理处理的个人出站呼叫来释放获得的代理。

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