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1. 发明授权

US06546087B2 Method and system for enabling queue camp-on for skills-based routing 有权
公开(公告)号：US06546087B2
公开(公告)日：2003-04-08
申请号：US09788089
申请日：2001-02-16
申请人： Shmuel Shaffer , William J. Beyda , Randall P. Wuerfel
发明人： Shmuel Shaffer , William J. Beyda , Randall P. Wuerfel
IPC分类号： H04M1100
CPC分类号： H04M3/523 , H04M3/48 , H04M3/5166 , H04M3/5231 , H04M3/5233 , H04M2203/2011
摘要： In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.

2. 发明授权

US06683889B1 Apparatus and method for adaptive jitter buffers 失效
标题翻译：自适应抖动缓冲器的装置和方法
公开(公告)号：US06683889B1
公开(公告)日：2004-01-27
申请号：US09440456
申请日：1999-11-15
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04J306
CPC分类号： G06F5/06 , G06F2205/063 , H04J3/0632 , H04L7/005 , H04L12/6418 , H04L2012/6489
摘要： A jitter buffer controller allows the depth of the jitter buffer to be adjusted dynamically according to the varying jitter of the current sequence. The contents of the jitter buffer are examined during a transmission. If the delay or average delay within the buffer drops to a predetermined threshold, then the size or depth of the jitter buffer is increased.
摘要翻译：抖动缓冲器控制器允许根据当前序列的变化抖动动态调整抖动缓冲区的深度。在传输过程中检查抖动缓冲区的内容。如果缓冲器内的延迟或平均延迟下降到预定阈值，则抖动缓冲器的大小或深度增加。

3. 发明授权

US06456618B2 Method and apparatus for DTMF signaling on compressed voice networks 有权
标题翻译：压缩语音网络上DTMF信令的方法和装置
公开(公告)号：US06456618B2
公开(公告)日：2002-09-24
申请号：US09734790
申请日：2000-12-11
申请人： Peter Kozdon , Eli Jacobi , Shmuel Shaffer , William J. Beyda , Leroy E. Gilbert
发明人： Peter Kozdon , Eli Jacobi , Shmuel Shaffer , William J. Beyda , Leroy E. Gilbert
IPC分类号： H04L1266
CPC分类号： H04Q3/0025 , H04L12/6418 , H04L29/06 , H04L2012/6443 , H04L2012/6472 , H04L2012/6481 , H04L2012/6486 , H04M7/1295 , H04Q2213/13034 , H04Q2213/13093 , H04Q2213/13174 , H04Q2213/13176 , H04Q2213/13196 , H04Q2213/13204 , H04Q2213/1322 , H04Q2213/13377 , H04Q2213/13389 , H04Q2213/13396 , H04Q2213/13405 , Y10S379/90
摘要： A method of transmitting DTMF signals over a compressed computer network (24) comprises sending a packet containing a compressed DTMF signal followed by a confirmation packet. The confirmation packet preferably comprises an uncompressed DTMF signal which is transmitted on the same logical channel as the packets that represent voice signals. To detect the DTMF signal transmitted, a telephony Internet server (28) decompresses packets as they are received. If a packet appears to contain a compressed DTMF signal, the telephony Internet server looks for the presence of the confirmation packet before processing the previously received packet as a DTMF signal. In an alternative embodiment, the confirmation packet comprises a code that represents a DTMF signal. The packets that represent the voice signal and the code representing the DTMF signal are sent on separate virtual channels of the same logical channel. At a receiving end, data on one channel is directed by a separation logic block (114) to a speech decompressor (116) while another channel is directed to a DTMF signal generator (118) that generates a DTMF signal when a corresponding code is detected. The outputs of either the speech decompressor or the DTMF signal generator are applied to a receiving telephone (124).
摘要翻译：一种通过压缩计算机网络（24）发送DTMF信号的方法包括发送包含压缩DTMF信号的数据包，随后是确认数据包。确认分组优选地包括在与表示语音信号的分组相同的逻辑信道上发送的未压缩DTMF信号。为了检测所发送的DTMF信号，电话互联网服务器（28）在收到分组时解压缩数据包。如果分组看起来包含压缩的DTMF信号，则电话互联网服务器在将先前接收到的分组处理为DTMF信号之前查找确认分组的存在。在替代实施例中，确认分组包括表示DTMF信号的代码。表示语音信号的分组和表示DTMF信号的代码在相同逻辑信道的分开的虚拟信道上发送。在接收端，一个信道上的数据被分离逻辑块（114）引导到语音解压缩器（116），而另一个信道被引导到当检测到相应代码时产生DTMF信号的DTMF信号发生器（118）。语音解压缩器或DTMF信号发生器的输出被应用于接收电话（124）。

4. 发明授权

US06327364B1 Reducing resource consumption by ACD systems 有权
标题翻译：减少ACD系统的资源消耗
公开(公告)号：US06327364B1
公开(公告)日：2001-12-04
申请号：US09213090
申请日：1998-12-15
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04M300
CPC分类号： H04M3/36 , H04M3/2209 , H04M3/367 , H04M3/5232 , H04M7/006 , H04M15/00
摘要： A system and a method for managing incoming calls within a call queue include a network bandwidth monitor for monitoring network bandwidth availability on a call center and a queue call rate monitor for determining a total of all call charge rates associated with the calls. A queue manager determines the order of advancement of the calls within the queue. If the network bandwidth monitor determines that network bandwidth availability is below a predetermined threshold, high network bandwidth calls are preferentially advanced to free up additional network bandwidth. Calls with high charge rates are preferentially advanced if the total call charge rate in the queue exceeds a predetermined maximum threshold. If the maximum total call charge rate threshold is exceeded and the network bandwidth availability level is below the minimum threshold, a relative priority for maintaining network bandwidth availability and reducing total call charge rates will determine the order of call advancement. In a preferred embodiment, a router resource monitor determines whether router resource availability is above a minimum threshold level. Different priority sets are configured for each combination of a low network bandwidth availability state, a low router resource availability state, and/or a high total call charge rate state. Call advancement within the queue is at least partially determined by the priority sets.
摘要翻译：用于管理呼叫队列内的呼入呼叫的系统和方法包括用于监视呼叫中心的网络带宽可用性的网络带宽监视器和用于确定与呼叫相关联的所有呼叫费率的总和的队列呼叫速率监视器。队列管理器确定队列内的呼叫进行顺序。如果网络带宽监视器确定网络带宽可用性低于预定阈值，则高优先级高级网络带宽呼叫以释放额外的网络带宽。如果队列中的总呼叫费率超过预定的最大阈值，则优先进行具有高收费率的呼叫。如果超过最大总呼叫费用率阈值，并且网络带宽可用性级别低于最小阈值，则维护网络带宽可用性和减少总呼叫费率的相对优先级将决定呼叫提前的顺序。在优选实施例中，路由器资源监视器确定路由器资源可用性是否高于最小阈值水平。对于低网络带宽可用性状态，低路由器资源可用性状态和/或高总呼叫费用状态的每个组合，配置不同的优先级集合。队列内的呼叫进步至少部分地由优先级集决定。

5. 发明授权

US6145083A Methods and system for providing data and telephony security 有权
标题翻译：提供数据和电话安全的方法和系统
公开(公告)号：US6145083A
公开(公告)日：2000-11-07
申请号：US162351
申请日：1998-09-28
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： G06F1/00 , G06F21/00 , G06F21/20 , H04L9/32 , H04L29/06 , H04N7/16 , G06G15/00
CPC分类号： H04L63/10 , G06F21/31 , G06F21/313 , G06F21/82 , G06F2221/2105
摘要： A method and system for providing security for a computing device include resolving conflicts between a password-protected screen saver and communication notification capabilities by selectively enabling access to specific communications when the computing device is in a locked mode. The screen saver of the computing device is configured to switch the device from a normal operative mode to a locked mode in response to detection of a preset condition, such as the expiration of an idle-time timer. The computing device then remains in the locked mode until a preset authorization condition is recognized, e.g., entering a password. However, with the computing device in the locked mode, a subset of communication access capabilities is enabled. Specifically, notification of incoming communications is enabled. Preferably, connectivity for select types of outgoing calls is also enabled, e.g., connectivity for emergency calls. In the preferred embodiment, the conflicts are resolved by integrating the screen saver with communication access capabilities in a single software package. Also in the preferred embodiment, the communication access capabilities are provided by a telephony over LAN application and a switch to the locked mode is disabled during communication sessions involving the computing device. In other embodiments, while in a locked mode, incoming calls may be preconfigured by the user to selectively break through security features based on caller identification information.
摘要翻译：用于为计算设备提供安全性的方法和系统包括：当计算设备处于锁定模式时，通过选择性地启用对特定通信的访问来解决密码保护的屏幕保护程序与通信通知能力之间的冲突。计算设备的屏幕保护程序被配置为响应于诸如空闲时间定时器的到期的预设条件的检测而将设备从正常操作模式切换到锁定模式。计算设备然后保持在锁定模式，直到识别出预设的授权条件，例如输入密码。然而，随着计算设备处于锁定模式，启用通信访问功能的子集。具体来说，启用通信通知。优选地，还可以启用用于选择类型的呼出呼叫的连接，例如用于紧急呼叫的连接。在优选实施例中，通过将屏幕保护程序与单个软件包中的通信访问能力集成来解决冲突。同样在优选实施例中，通过LAN应用的电话提供通信接入能力，并且在涉及计算设备的通信会话期间禁止切换到锁定模式。在其他实施例中，当处于锁定模式时，来电可以由用户预先配置，以便基于呼叫者识别信息选择性地突破安全特征。

6. 发明授权

US6091706A Apparatus and method for preventing network rerouting 失效
标题翻译：防止网络重路由的装置和方法
公开(公告)号：US6091706A
公开(公告)日：2000-07-18
申请号：US896321
申请日：1997-07-17
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04Q3/66 , G01R31/08 , G06F11/00
CPC分类号： H04Q3/66 , H04Q2213/13106 , H04Q2213/13141 , H04Q2213/13145 , H04Q2213/13146 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/13167 , H04Q2213/13344 , H04Q2213/1338
摘要： A method and apparatus for preventing network rerouting when the overhead associated with the reroute operation could result in system resources being overwhelmed. The system monitors link congestion and CPU utilization that will be caused by rerouting. A comparator determines whether the amount of congestion and CPU utilization is beyond an acceptable predetermined threshold. A reroute control unit prevents rerouting if the amount of link congestion and CPU utilization exceeds the predetermined threshold.
摘要翻译：当与重新路由操作相关联的开销可能导致系统资源被淹没时，用于防止网络重新路由的方法和装置。系统监控由路由引起的链路拥塞和CPU利用率。比较器确定拥塞量和CPU利用率是否超出了可接受的预定阈值。如果链路拥塞量和CPU利用率超过预定阈值，则重路由控制单元防止重新路由。

7. 发明授权

US6005847A Method and apparatus for facilitating communication between multiple platforms via single, multi-channel communication conduit 失效
标题翻译：用于通过单个多通道通信管道促进多个平台之间的通信的方法和装置
公开(公告)号：US6005847A
公开(公告)日：1999-12-21
申请号：US888761
申请日：1997-07-07
申请人： Leroy E. Gilbert , William J. Beyda , Selena Dilley , Shmuel Shaffer
发明人： Leroy E. Gilbert , William J. Beyda , Selena Dilley , Shmuel Shaffer
IPC分类号： H04M3/428 , H04M7/12 , H04Q11/04 , H04L12/66 , H04M3/42
CPC分类号： H04M3/428 , H04Q11/0471 , H04M7/12 , H04Q2213/1309 , H04Q2213/13093 , H04Q2213/13096 , H04Q2213/13174 , H04Q2213/13201 , H04Q2213/13204 , H04Q2213/13206 , H04Q2213/13208 , H04Q2213/13209 , H04Q2213/1322 , H04Q2213/1325 , H04Q2213/13332 , H04Q2213/13389
摘要： Methods and apparatus are described for facilitating multiple data communications with a first platform (100, 102, and 104) using a single communication conduit (108) having first and second channels. First data are transmitted between the first platform and a second platform (114) via the first and second channels (202). It is determined whether an incoming call comprises second data of a particular type (206). Where the incoming call comprises the second data of the particular type (208), transmission of the first data via the second channel is inhibited (226) thereby enabling reception of the second data by the first platform via the second channel while the first data continue to be transmitted via the first channel. The second data are then received at the first platform via the second channel (230). Transmission of the first data via the first and second channels is resumed in response to termination of transmission of the second data (266).
摘要翻译：描述了使用具有第一和第二通道的单个通信导管（108）促进与第一平台（100,102和104）的多个数据通信的方法和装置。第一数据经由第一和第二信道（202）在第一平台和第二平台（114）之间传输。确定来电是否包括特定类型的第二数据（206）。在来电包括特定类型（208）的第二数据的情况下，禁止经由第二信道的第一数据的传输（226），从而使第一平台通过第二信道接收第二数据，而第一数据继续经由第一通道传送。然后，经由第二通道（230）在第一平台处接收第二数据。响应于第二数据（266）的传输的终止，恢复经由第一和第二信道的第一数据的传输。

8. 发明授权

US5999599A System and method for enhanced caller name alerting 失效
标题翻译：用于增强呼叫者名称警报的系统和方法
公开(公告)号：US5999599A
公开(公告)日：1999-12-07
申请号：US118563
申请日：1998-07-17
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04M1/57 , H04M3/42 , H04Q3/74 , H04M11/00
CPC分类号： H04M3/42042 , H04M1/576 , H04M1/578 , H04Q3/74 , H04M3/42051 , H04M3/42153
摘要： An embodiment of the present invention provides an audio message, such as the identification of a caller, without requiring pre-recording by the call receiver, and providing the audio message in the caller's own voice, if they so desire. According to an embodiment of the present invention, a caller may record her identification prior to making a telephone call. The recorded identification would be sent along with each call the caller makes. The caller's recorded identification would be received by the receiver and announced to the receiver. The caller may also record an image to be sent along with her calls such that the receiver of her call may see her recorded image displayed when her call is being announced. Accordingly, an embodiment of the present invention allows identification of first-time callers and infrequent callers without the need for the call receiver to pre-record the caller's identity.
摘要翻译：本发明的一个实施例提供了一种音频消息，诸如呼叫者的识别，而不需要呼叫接收者的预先记录，并且如果他们愿意，则提供呼叫者自己的语音中的音频消息。根据本发明的实施例，呼叫者可以在进行电话呼叫之前记录她的身份。记录的身份证件将随呼叫者的每个呼叫一起发送。主叫方的记录标识将被接收者接收并发送给接收方。呼叫者还可以记录要与她的呼叫一起发送的图像，使得呼叫的接收者可以在她的呼叫被通知时看到她所显示的记录图像。因此，本发明的实施例允许识别首次呼叫者和不频繁呼叫者，而不需要呼叫接收者预先记录呼叫者的身份。

9. 发明授权

US5995596A System and method for coordination of multimedia messages across multiple systems 失效
标题翻译：用于在多个系统之间协调多媒体消息的系统和方法
公开(公告)号：US5995596A
公开(公告)日：1999-11-30
申请号：US815256
申请日：1997-03-12
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04L12/58 , H04M3/53 , H04M1/64
CPC分类号： H04M3/5307 , H04L12/58 , H04L12/5835 , H04L51/066
摘要： A system and method for coordinating multi-media messages across multiple systems. A networked messaging system 10 having a plurality of mailboxes 50 according to the present invention comprises a first mailbox configured to receive a first plurality of messages and a second mailbox operably coupled to the first mailbox and configured to receive a second plurality of messages. A control system 37 is coupled to control the first mailbox and the second mailbox. The control system 37 is configured to generate first tokens corresponding to the first plurality of messages. The control system 37 is further configured to transfer the tokens from the first mailbox to the second mailbox and is configured to use the first tokens to access the first plurality of messages from the first mailbox responsive to the second mailbox itself being accessed.
摘要翻译：用于在多个系统之间协调多媒体消息的系统和方法。具有根据本发明的多个邮箱50的联网消息收发系统10包括被配置为接收第一多个消息的第一邮箱和可操作地耦合到第一邮箱并被配置为接收第二多个消息的第二邮箱。控制系统37被耦合以控制第一邮箱和第二邮箱。控制系统37被配置为产生对应于第一多个消息的第一令牌。控制系统37还被配置为将令牌从第一邮箱传送到第二邮箱，并且被配置为使用第一令牌来响应于正在访问的第二邮箱本身从第一邮箱访问第一多个邮件。

10. 发明授权

US5960001A Apparatus and method for guaranteeing isochronous data flow on a CSMA/CD network 失效
标题翻译：用于保证CSMA / CD网络上同步数据流的设备和方法
公开(公告)号：US5960001A
公开(公告)日：1999-09-28
申请号：US878522
申请日：1997-06-19
申请人： Shmuel Shaffer , William J. Beyda
发明人： Shmuel Shaffer , William J. Beyda
IPC分类号： H04L12/413
CPC分类号： H04L12/4015 , H04L12/413
摘要： A contention protocol permitting transmission of isochronous data. A device (104) wishing to transmit isochronous data can reserve periodic time slots for the transmission. Either the device (104) or a network controller (101) transmits the reservation information to other devices (106, 108) on the network. When non-isochronous transmissions are desired, the devices (104, 106, 108) contend for access using the CSMA/CD protocols, but taking into account the already reserved time slots. For example, the reserved period may be added to the randomly chosen backoff window. Alternatively, if a backoff window expires during a reserved period, the backoff window may be restarted upon completion of the reserved period. If not all the devices (104, 106, 108) on the network employ this modified CSMA/CD protocol, a "dummy" frame is provided at the beginning of each isochronous transmission. If another device is contending for access, the dummy frame collides, and the other device backs off. The isochronous transmission then proceeds.
摘要翻译：允许同步数据传输的争用协议。希望发送等时数据的设备（104）可以预留用于传输的周期性时隙。设备（104）或网络控制器（101）将预留信息发送到网络上的其他设备（106,108）。当需要非等时传输时，设备（104,106,108）竞争使用CSMA / CD协议的访问，但考虑到已经预留的时隙。例如，保留期间可以被添加到随机选择的退避窗口中。或者，如果退避窗口在保留期间过期，则可以在保留期间完成时重新启动退避窗口。如果不是网络上的所有设备（104,106,108）都使用该修改的CSMA / CD协议，则在每个等时传输开始时提供“虚拟”帧。如果另一个设备正在争取访问，则虚拟框架将会相互冲突，而另一个设备会退出。然后进行同步传输。

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