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1. 发明授权

US09185239B2 Tone advisor, a tone assisting system and a method of associating tones with callers 有权
标题翻译：音调顾问，音调辅助系统以及将音调与呼叫者相关联的方法
公开(公告)号：US09185239B2
公开(公告)日：2015-11-10
申请号：US11744748
申请日：2007-05-04
申请人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Haobo Ren , Paulo A. Santos , Anwar I. Walid
发明人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Haobo Ren , Paulo A. Santos , Anwar I. Walid
IPC分类号： H04M3/00 , H04M19/04 , H04M1/2745 , H04M1/57
CPC分类号： H04M19/04 , H04M1/274583 , H04M1/57
摘要： A tone advisor, a tone assisting system and a method of associating tones with callers. In one embodiment the method includes: (1) monitoring calls to and from a user, (2) obtaining information based on the calls and (3) categorizing a caller associated with at least one of the calls into a contact group according to the information and (4) assigning a genre of tones to the contact group.
摘要翻译：音调顾问，音调辅助系统以及将音调与呼叫者相关联的方法。在一个实施例中，该方法包括：（1）监视与用户的呼叫，（2）基于呼叫获取信息，以及（3）根据该信息将与至少一个呼叫相关联的呼叫分类为联系人组和（4）将音色类型分配给联系人组。

2. 发明申请

US20080273689A1 TONE ADVISOR, A TONE ASSISTING SYSTEM AND A METHOD OF ASSOCIATING TONES WITH CALLERS 有权
标题翻译：音调顾问，音调辅助系统和与电话相关联的方法
公开(公告)号：US20080273689A1
公开(公告)日：2008-11-06
申请号：US11744748
申请日：2007-05-04
申请人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Haobo Ren , Paulo A. Santos , Anwar I. Walid
发明人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Haobo Ren , Paulo A. Santos , Anwar I. Walid
IPC分类号： H04M1/00
CPC分类号： H04M19/04 , H04M1/274583 , H04M1/57
摘要： A tone advisor, a tone assisting system and a method of associating tones with callers. In one embodiment the method includes: (1) monitoring calls to and from a user, (2) obtaining information based on the calls and (3) categorizing a caller associated with at least one of the calls into a contact group according to the information and (4) assigning a genre of tones to the contact group.
摘要翻译：音调顾问，音调辅助系统以及将音调与呼叫者相关联的方法。在一个实施例中，该方法包括：（1）监视与用户的呼叫，（2）基于呼叫获取信息，以及（3）根据该信息将与至少一个呼叫相关联的呼叫分类为联系人组和（4）将音色类型分配给联系人组。

3. 发明申请

US20100203901A1 Location-Based Services Using Geofences Generated from Learned Patterns of Movement 审中-公开
标题翻译：使用从学习运动模式产生的地理位置的基于位置的服务
公开(公告)号：US20100203901A1
公开(公告)日：2010-08-12
申请号：US12369319
申请日：2009-02-11
申请人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Hendrik B. Meeuwissen , Haobo Ren , Paulo A. Santos
发明人： Robert K. Dinoff , Tin Kam Ho , Richard B. Hull , Bharat Kumar , Daniel Francis Lieuwen , Hendrik B. Meeuwissen , Haobo Ren , Paulo A. Santos
IPC分类号： H04W24/00
CPC分类号： H04W4/022 , H04W8/18 , H04W64/00
摘要： Location-based services are provided in a communication system comprising a wireless network. In one aspect, information indicative of location of a given mobile user device of the system is periodically collected. The collected location information is processed in a server or other processing device of the system to determine at least one normal pattern of movement of the mobile user device from at least a first location to a second location. An alert is generated if subsequent movement of the mobile user device from the first location to the second location exhibits a significant deviation from the normal pattern of movement. The normal pattern of movement may be used to generate a multidimensional geofence that includes, in addition to a geographic area dimension, at least one additional dimension such as, for example, a speed of movement dimension, a direction of movement dimension, a stop duration dimension, or a related device proximity dimension.
摘要翻译：在包括无线网络的通信系统中提供基于位置的服务。在一个方面，周期性地收集指示系统的给定移动用户设备的位置的信息。所收集的位置信息在系统的服务器或其他处理装置中被处理，以便确定移动用户装置从至少第一位置到第二位置的至少一个正常运动模式。如果移动用户设备从第一位置到第二位置的后续移动显示出与正常运动模式的显着偏差，则产生警报。正常运动模式可以用于产生多维地理围栏，除了地理区域尺寸之外，还包括至少一个额外的维度，例如移动维度的速度，移动维度的方向，停止持续时间尺寸或相关设备接近尺寸。

4. 发明授权

US07103566B2 Applications of executable shopping lists 有权
标题翻译：可执行购物清单的应用
公开(公告)号：US07103566B2
公开(公告)日：2006-09-05
申请号：US09774932
申请日：2001-01-31
申请人： Juliana Freire Silva , Bharat Kumar , Daniel Francis Lieuwen
发明人： Juliana Freire Silva , Bharat Kumar , Daniel Francis Lieuwen
IPC分类号： G06Q30/00
CPC分类号： G06Q30/06 , G06Q30/0633
摘要： An executable shopping list (ESL) enables a user browsing an affiliate Web site's Web page to order, with a single action, a bundle of multiple items offered for sale by the affiliate's associated merchant Web site, wherein the bundle is one that is not offered or available for sale as a bundle to on-line visitors who directly access the merchant's Web site server. By selecting a link on the affiliate's Web page, the ESL is executed, thereby automatically loading the bundle of multiple items on that list into a virtual shopping cart at the merchant's Web site on behalf of the user. The virtual shopping cart, filled with the multiple items, is then returned to the user's browser for completion of the checkout procedure by the user. ESLs can be implemented on the affiliate site's side using what is referred to as smart bookmark technology, which records for later playback, the multiple steps required to load each item on the list into a shopping cart at the merchant's Web server. Alternatively, ESLs cam be implemented on the merchant's site side using the merchant's Web server's infrastructure. A discount can be optionally associated with the offer to purchase the multiple items in the bundle. ESLs are also applied to permission marketing where a merchant can bundle a group of items together and electronically offer that bundle to one or more customers who have agreed to receive such merchandising offers.
摘要翻译：可执行购物清单（ESL）使得浏览联属网站的网页的用户可以通过一个动作订购由联属营销商的相关联的商家网站提供销售的一组多个商品，其中该捆绑是不提供的或作为捆绑包可供直接访问商家网站服务器的在线访问者。通过选择联盟网页上的链接，ESL被执行，从而自动将该列表上的多个项目的捆绑包代表用户的商店网站上的虚拟购物车。填充了多个项目的虚拟购物车随后被返回给用户的浏览器，以完成用户的结帐过程。 ESL可以在联属网站的一边使用所谓的智能书签技术来实现，该技术记录用于稍后播放的多个步骤，将列表中的每个项目加载到商家的Web服务器上的购物车中。或者，ESL可以使用商家的Web服务器的基础架构在商家的站点一侧实现。折扣可以选择与购买捆绑中的多个商品的优惠相关联。 ESL也适用于许可营销，商家可以将一组商品捆绑在一起，并将电子邮件提供给一个或多个同意接收此类商品优惠的客户。

5. 发明授权

US06535912B1 Method for creating and playing back a smart bookmark that automatically retrieves a requested Web page through a plurality of intermediate Web pages 有权
标题翻译：用于创建和回放通过多个中间网页自动检索所请求的网页的智能书签的方法
公开(公告)号：US06535912B1
公开(公告)日：2003-03-18
申请号：US09387571
申请日：1999-08-31
申请人： Vinod Anupam , Juliana Freire Silva , Bharat Kumar , Daniel Francis Lieuwen
发明人： Vinod Anupam , Juliana Freire Silva , Bharat Kumar , Daniel Francis Lieuwen
IPC分类号： G06F1516
CPC分类号： G06F17/30884
摘要： Shortcuts to Web pages that require multiple steps to be retrieved are enabled by means of a smart bookmark. A smart bookmark is a stored sequence of browsing steps performed by a user, that have been recorded in a transparent manner and which can be automatically played and replayed later when the smart bookmark is accessed. When a user elects to create a smart bookmark, a Java recorder-player applet is invoked that starts the recording process. When the recording process is started and an initial URL is inputted by the user, the responsive Web page at that URL downloaded into the browser is modified to attach event handlers to each element in that page that is associated with actions that the user may take. Each user's click, link traversal to another URL, or input of values to those elements on a form submission are automatically recorded as part of the smart bookmark under creation. The resultant information at each step is recorded in a file. When the smart bookmark is later accessed, the recorder-player Java applet reads the file, and the sequence of recorded steps is played back, including information associated with all link traversals and form submissions. During playback, each intermediate Web page optionally can be displayed in the user's browser, or only the last page can be displayed. Further, during playback, transitions between successive steps can be automatic or can require an input from the user before a next step in the sequence is made.
摘要翻译：通过智能书签启用需要检索多个步骤的网页的快捷方式。智能书签是由用户执行的已经以透明方式记录的浏览步骤的存储序列，并且当访问智能书签时可以自动播放和重放。当用户选择创建智能书签时，将调用开始录制过程的Java录音机播放器小程序。当记录过程开始并且用户输入初始URL时，修改下载到浏览器中的该URL处的响应网页以将事件处理程序附加到该页面中与用户可能采取的动作相关联的每个元素。每个用户的点击，链接遍历到另一个URL，或者输入表单提交中的元素的值将自动记录在创建时的智能书签的一部分。每个步骤的结果信息被记录在文件中。当稍后访问智能书签时，记录器播放器Java小程序读取文件，并且播放记录步骤的顺序，包括与所有链接遍历和表单提交相关联的信息。在播放期间，每个中间网页可以选择性地显示在用户的浏览器中，也可以仅显示最后一页。此外，在回放期间，连续步骤之间的转换可以是自动的，或者可以在序列中的下一步骤之前需要来自用户的输入。

6. 发明授权

US6006216A Data architecture for fetch-intensive database applications 失效
标题翻译：获取密集型数据库应用程序的数据架构
公开(公告)号：US6006216A
公开(公告)日：1999-12-21
申请号：US902447
申请日：1997-07-29
申请人： Timothy G. Griffin , Richard Baxter Hull , Bharat Kumar , Daniel Francis Lieuwen , Gang Zhou
发明人： Timothy G. Griffin , Richard Baxter Hull , Bharat Kumar , Daniel Francis Lieuwen , Gang Zhou
IPC分类号： G06F17/30
CPC分类号： G06F17/30595 , Y10S707/99932 , Y10S707/99945
摘要： A logical data architecture for fetch-intensive database applications includes a first and a second logical database. The second database includes materialized views over the first database. Updates are propagated from the first database to the second database using so-called view maintenance techniques. In preferred embodiments, the first database may be optimized for update transactions and the second database may be optimized for read transactions. At least one of the materialized views included in the second database is based on a pre-defined application read transaction. The update processing overhead associated with view maintenance is substantially performed at the first database.
摘要翻译：用于获取密集型数据库应用程序的逻辑数据架构包括第一和第二逻辑数据库。第二个数据库包括第一个数据库的物化视图。更新使用所谓的视图维护技术从第一个数据库传播到第二个数据库。在优选实施例中，可以针对更新事务优化第一数据库，并且可以针对读取事务优化第二数据库。包含在第二数据库中的至少一个物化视图基于预定义的应用读取事务。与视图维护相关联的更新处理开销基本上在第一数据库中执行。

7. 发明授权

US07844504B1 Routing based on the contents of a shopping cart 有权
标题翻译：基于购物车内容的路由
公开(公告)号：US07844504B1
公开(公告)日：2010-11-30
申请号：US09669486
申请日：2000-09-25
申请人： Andrew D. Flockhart , Richard B. Hull , Gregory L. Anderson , Bharat Kumar , Kevin George Irwig
发明人： Andrew D. Flockhart , Richard B. Hull , Gregory L. Anderson , Bharat Kumar , Kevin George Irwig
IPC分类号： G06Q30/00
CPC分类号： G06Q10/107 , G06Q30/0253 , G06Q30/06 , G06Q30/0601
摘要： The present invention is directed to a method and system for routing contacts in a contact center based on a number of factors including the value or nature of items in an order of the customer associated with the contact. The invention is particularly useful in E-commerce web-sites in which electronic orders are generated by the customer.
摘要翻译：本发明涉及一种用于在联络中心中路由联系人的方法和系统，该方法和系统基于多个因素，包括与该联系人相关联的顾客的顺序的项目的价值或性质。本发明在电子商务网站中特别有用，其中电子订单由客户生成。

8. 发明授权

US08024401B1 Customer relationship management system with network contact center server configured to control automated web and voice dialogues 有权
标题翻译：客户关系管理系统与网络联络中心服务器配置为控制自动化的Web和语音对话
公开(公告)号：US08024401B1
公开(公告)日：2011-09-20
申请号：US10161040
申请日：2002-06-03
申请人： Vijay K. Gurbani , Suhasini Sabnis , Victoria Hiering , Luis Nieto , Aniruddha Gokhale , Richard B. Hull , Reinhard P. Klemm , Bharat Kumar , Gang Zhou
发明人： Vijay K. Gurbani , Suhasini Sabnis , Victoria Hiering , Luis Nieto , Aniruddha Gokhale , Richard B. Hull , Reinhard P. Klemm , Bharat Kumar , Gang Zhou
IPC分类号： G06F15/16
CPC分类号： G06Q10/10
摘要： A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.
摘要翻译：公开了一种客户关系管理系统，用于将给定的工作项目与代理进行匹配。该系统包括用于保存客户信息，代理信息和系统信息的数据库，以及网络联络中心服务器，其操作以至少部分地基于数据库中的信息从客户接收给定的工作项并将其路由到代理。网络联络中心服务器被配置为通过单独的网络服务器来控制与客户的自动化网络对话的传导，并且还被配置为经由交互式语音响应系统来控制与客户的自动语音对话的传导。因此，在网络联络中心服务器的控制下，自动化网页对话和自动语音对话由此可以进行。

9. 发明授权

US07170993B2 Methods and apparatus for automated monitoring and action taking based on decision support mechanism 有权
标题翻译：基于决策支持机制的自动化监测和采取行动的方法和装置
公开(公告)号：US07170993B2
公开(公告)日：2007-01-30
申请号：US10022926
申请日：2001-12-18
申请人： Gregory Anderson , Vinod Anupam , Richard B. Hull , Bharat Kumar
发明人： Gregory Anderson , Vinod Anupam , Richard B. Hull , Bharat Kumar
IPC分类号： H04M3/00 , H04M5/00 , G06Q99/00 , G06F17/00 , G06F15/16 , G06N5/02
CPC分类号： G06Q30/02 , H04L67/22 , H04L69/329 , H04M3/36 , H04M3/5166 , H04M3/5191
摘要： Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems for providing automated monitoring of user activity and personalized action taking based on such activity, in accordance with an on-line decision support mechanism which combines formal and heuristic reasoning. In a web-based system, for example, the on-line decision support provided in accordance with the invention can be used in a wide variety of e-commerce applications requiring automated, real-time, intelligent interventions, including targeted promotions and discounts, assisting with navigation through self-help material, supporting dynamic price negotiations, and even selecting large portions of page content.
摘要翻译：提供技术根据诸如网站操作电子商务（电子商务）应用，交互式语音响应（IVR）系统和用于提供用户活动的自动监控和基于此类活动的个性化动作采集的工作流系统的系统使用，符合正式和启发式推理的在线决策支持机制。例如，在基于网络的系统中，根据本发明提供的在线决策支持可用于需要自动化，实时，智能干预的各种电子商务应用，包括目标促销和折扣，通过自助材料协助导航，支持动态价格谈判，甚至选择大部分网页内容。

10. 发明授权

US06327362B1 System and method including dynamic differential treatment in workflows and contact flow 有权
公开(公告)号：US06327362B1
公开(公告)日：2001-12-04
申请号：US09198232
申请日：1998-11-23
申请人： Richard B. Hull , Bharat Kumar , Gang Zhou
发明人： Richard B. Hull , Bharat Kumar , Gang Zhou
IPC分类号： H04M300
CPC分类号： H04M3/5232 , H04M3/5235
摘要： Computer and telecommunication systems employing workflow (contact flow) processes are enhanced by employing dynamic random differential treatment of so-called instances (contacts) entering the workflow (contact flow). This is realized, for example, by associating a prescribed distinguishing function with the workflow (contact flow), and to use a value given by this prescribed distinguishing function in one or more decisions relating to how the object instance (contact) should be processed. Each decision is essentially a choice between two or more paths in a workflow (contact flow), or a choice between two or more workflows (contact flows). For example, the prescribed distinguishing function could associate a distinguishing value having an integer value between 1 and 100 with object instances (contacts), and a selection function for making a decision to use one or more of a plurality of workflows (contact flows) is related to a prescribed parameter “x” that has a value from 0 to 100. For example, each object instance (contact) with a prescribed distinguishing value≦x is routed to a first of the plurality of possible treatments and each object instance (contact) with distinguishing value>x is routed to at least another of the plurality of possible treatments. Additionally, dynamic control is utilized over the parameters employed by the selection function that control whether object instances (contacts) are routed to the first treatment or to some other treatment. For the preceding example, this is accomplished by permitting dynamic control over the value of prescribed parameter x. This dynamic control is effected either manually or automatically. In a particular embodiment of the invention, dynamically controlled differentiation is realized by associating a random number (or other randomly chosen value) with each object instance (contact), and to use this random number in one or more decisions relating to how the object instance (contact) should be processed. That is, a randomized differentiator is utilized as the dynamically controlled differentiator.

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