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1. 发明授权

US07340249B2 Use of radio data service (RDS) information to automatically access a service provider 有权
标题翻译：使用无线电数据服务（RDS）信息自动访问服务提供商
公开(公告)号：US07340249B2
公开(公告)日：2008-03-04
申请号：US10091072
申请日：2002-03-05
申请人： Thomas Joseph Moran , James Harkin , Neil O'Connor , Paul Enright , Thomas Macnamara
发明人： Thomas Joseph Moran , James Harkin , Neil O'Connor , Paul Enright , Thomas Macnamara
IPC分类号： H04Q7/20
CPC分类号： H04H60/63 , H04H20/34 , H04H60/372 , H04H60/375 , H04H60/85 , H04H60/91 , H04H2201/13 , H04H2201/30 , H04H2201/37 , H04W4/14 , H04W8/26 , H04W48/16 , H04W74/006
摘要： Wireless terminals such as mobile phones which provide cellular communications for example for telephony and short message service (SMS) are well known and more recently such terminals are also able to provide FM radio reception. RDS information received at such a terminal is used to access a service provider via any suitable medium e.g. email, fax, telephone, SMS message, etc. This enables the end user to access the service provider quickly and effectively for example, to purchase a copy of a record heard on the radio or to request information about a product advertised on the radio. Also, the service provider is able to deal with the user interaction effectively because the RDS information can be used to assess the user's requirements for the transaction in advance. In a preferred example, the service provider comprises a contact center such as a call center and the RDS information is used to allocate an appropriate call center agent.
摘要翻译：提供例如用于电话和短消息服务（SMS）的蜂窝通信的移动电话的无线终端是公知的，并且最近这些终端还能够提供FM无线电接收。在这样一个终端接收到的RDS信息用于经由任何合适的媒体访问服务提供商，例如电子邮件，传真，电话，短信等。这使得终端用户能够快速有效地访问服务提供商，例如购买在无线电台上听到的记录的副本，或者请求关于在无线电广告中宣传的产品的信息。此外，服务提供商能够有效地处理用户交互，因为可以使用RDS信息来提前评估用户对交易的要求。在优选示例中，服务提供商包括诸如呼叫中心的联络中心，并且RDS信息用于分配适当的呼叫中心代理。

2. 发明授权

US09674360B2 Management of contacts at contact centers 有权
公开(公告)号：US09674360B2
公开(公告)日：2017-06-06
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30 , H04M3/51 , G06Q30/02
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

3. 发明授权

US09015322B2 Access to resources in a virtual environment 有权
标题翻译：访问虚拟环境中的资源
公开(公告)号：US09015322B2
公开(公告)日：2015-04-21
申请号：US12346336
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： G06F15/173 , H04L12/54 , H04L12/801 , H04L12/911 , H04L12/861 , H04L29/08 , H04L29/06
CPC分类号： H04L12/5695 , H04L47/12 , H04L47/70 , H04L47/741 , H04L47/821 , H04L49/90 , H04L67/1002 , H04L67/1012 , H04L67/322 , H04L67/38
摘要： Access to a resource in a virtual environment is controllably granted by: a) receiving, from a user of the environment, a request for access to the resource; b) allocating the request to a queue of requests for the resource; c) determining a maximum permissible rate of access of users to the resource; d) providing a mechanism which is operable to grant users of the virtual environment with access to the resource at a rate no greater than the maximum permissible rate; e) allocating requests from the queue to the mechanism at a controlled allocation rate no greater than the maximum permissible rate; f) upon allocation of the request from the user to the mechanism, the mechanism granting the user with access to the resource within the virtual environment.
摘要翻译：通过以下方式可控地授予对虚拟环境中的资源的访问：a）从环境的用户接收对资源的访问请求; b）将请求分配给资源请求队列; c）确定用户对资源的最大允许访问率; d）提供一种机制，其可操作地以不大于最大允许速率的速率向虚拟环境的用户授予对资源的访问; e）以不大于最大允许速率的受控分配速率向队列分配请求; f）在从用户向机制分配请求时，允许用户访问虚拟环境内的资源的机制。

4. 发明授权

US08953765B2 Call prioritization methods in a call center 有权
标题翻译：在呼叫中心呼叫优先级方法
公开(公告)号：US08953765B2
公开(公告)日：2015-02-10
申请号：US13523399
申请日：2012-06-14
申请人： Neil O'Connor , Tony McCormack
发明人： Neil O'Connor , Tony McCormack
IPC分类号： H04M3/42 , H04M3/523 , G06Q20/10 , H04M7/12
CPC分类号： H04M3/5232 , G06Q20/10 , G06Q20/108 , H04M3/5233 , H04M7/12 , H04M2207/18
摘要： According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.
摘要翻译：根据本发明的一个方面，提供了一种从远离呼叫中心的呼叫者位置分配到呼叫中心的呼叫的方法，接收来自呼叫者的呼叫，该呼叫包括位于紧邻该呼叫中心的RFID芯片的信息来电地点; 解码来自RFID芯片的信息以确定与该信息相关的一个或多个参数; 使用所述一个或多个参数在呼叫中心从呼叫者分配呼叫，以确保根据参数处理呼叫。这具有在呼叫中心内更加有效地管理呼叫的优点，并确保呼叫被发送到具有最适当技能的代理。

5. 发明申请

US20130282744A1 MANAGEMENT OF CONTACTS AT CONTACT CENTERS 有权
标题翻译：联系中心联系人管理
公开(公告)号：US20130282744A1
公开(公告)日：2013-10-24
申请号：US13450820
申请日：2012-04-19
申请人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
发明人： Michael Hartman , Neil O'Connor , Tony McCormack , Thomas Howley
IPC分类号： G06F17/30
CPC分类号： H04M3/5183 , G06F17/30864 , G06Q30/02
摘要： In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.
摘要翻译：在联络中心，将新联系人与当前在联络中心处于活动状态的其他联系人进行比较，以识别具有新联系人的共同来源的匹配联系人，随后终止或提供新的和匹配的联系人中的至少一个根据联络中心规则增加资源或优先级。

6. 发明申请

US20130111357A1 COLLABORATION MANAGEMENT TOOLS FOR CONTACT CENTERS 有权
标题翻译：联络中心合作管理工具
公开(公告)号：US20130111357A1
公开(公告)日：2013-05-02
申请号：US13282733
申请日：2011-10-27
申请人： Tony McCormack , Neil O'Connor , John Yoakum
发明人： Tony McCormack , Neil O'Connor , John Yoakum
IPC分类号： G06F3/01
CPC分类号： G06Q10/109 , G06Q10/06 , H04M3/5175 , H04M3/567
摘要： A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.
摘要翻译：管理联络中心的操作的方法包括监视在联络中心的操作中发生的事件，并且保持与被监控事件相匹配的一组触发条件。对于至少一个触发条件，规则集定义当触发条件匹配时要联系的一个或多个用户的身份。在确定一个或多个被监控事件与一个或多个触发条件之间的匹配时，从规则集中检索与规则集中与匹配的触发条件相关联的一个或多个用户的身份。所发送的用户被发送通信，包括允许用户访问公共协作会议环境的细节。

7. 发明申请

US20120321059A1 METHODS AND SYSTEMS FOR MONITORING CONTACT CENTER OPERATIONS 有权
标题翻译：监控联络中心操作的方法和系统
公开(公告)号：US20120321059A1
公开(公告)日：2012-12-20
申请号：US13163946
申请日：2011-06-20
申请人： Neil O'Connor , Paul D'Arcy
发明人： Neil O'Connor , Paul D'Arcy
IPC分类号： H04M11/00 , G06F3/041 , G06K9/00 , H04N7/18 , G09G5/00
CPC分类号： H04N7/141 , G06Q10/06
摘要： A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen.
摘要翻译：提供了一个用于监控联络中心操作的控制台。控制台包括用于捕获联络中心环境的视场的相机和用于显示所捕获的视场的屏幕。所述照相机还包括标识符识别模块，用于从显示在所述屏幕上的所捕获的视野中的元素确定标识符; 以及用于将包括所述标识符的请求发送到联络中心服务器并从所述联络中心服务器接收与所述标识符相关联的信息的接口; 其中所述屏幕还被布置为在所述捕获的视场上显示所述信息的叠加，以在所述屏幕上创建所述联络中心环境的增强现实。

8. 发明授权

US08250822B2 Wall framing system, method and product 有权
标题翻译：墙框系统，方法和产品
公开(公告)号：US08250822B2
公开(公告)日：2012-08-28
申请号：US11707629
申请日：2007-02-15
申请人： Neil O'Connor
发明人： Neil O'Connor
IPC分类号： E04F13/04 , E04B9/00
CPC分类号： E04B2/767 , E04B2/7457 , E04B2/825 , F16B2/245 , F16B2/248 , Y10T24/44778
摘要： An improved system, method and product are disclosed for attaching non load-bearing metal wall studs to an overhead metal track in metal stud framing systems used for wall partitioning, in a manner that allows the overhead track to deflect under load without transferring the load to the studs and any attached wall partitions. The system features compression spring attachment products that frictionally engage overlapping flange portions of the track and studs so that any overhead load-induced movements of the track are not transferred from the track to the studs, or to any wall partitions attached to the studs.
摘要翻译：公开了一种改进的系统，方法和产品，用于将非承载金属壁螺柱连接到用于墙壁分隔的金属螺栓框架系统中的顶部金属轨道，以允许架空轨道在负载下偏转而不将负载转移到螺栓和任何附加的墙壁隔板。该系统具有摩擦地接合轨道和螺柱的重叠凸缘部分的压缩弹簧附接产品，使得轨道的任何高架荷载引起的运动不会从轨道传递到螺柱或连接到螺柱的任何壁分隔件。

9. 发明申请

US20120093306A1 METHODS AND SYSTEMS FOR MONITORING CONTACT SESSIONS OF A CONTACT CENTER 有权
标题翻译：监测联络中心联系人的方法和系统
公开(公告)号：US20120093306A1
公开(公告)日：2012-04-19
申请号：US12907678
申请日：2010-10-19
申请人： Tony McCormack , Neil O'Connor
发明人： Tony McCormack , Neil O'Connor
IPC分类号： H04M3/00
CPC分类号： H04M3/5233
摘要： A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement.
摘要翻译：用于监控联络中心的联系会话的系统。该系统包括工作分配引擎，用于将在联络中心处接收到的联系人分配给联络中心的资源和监视模块，该监视模块被布置成检测联系人资源的分配以确定联系人的技能要求。响应于检测到的满足监视资源技能要求的技能要求，工作分配引擎还被布置为将联系人的发起者和资源之间的会话分配给监视资源。

10. 发明申请

US20100306021A1 CONTACT CENTER INTEGRATION INTO VIRTUAL ENVIRONMENTS 有权
标题翻译：联系中心集成到虚拟环境中
公开(公告)号：US20100306021A1
公开(公告)日：2010-12-02
申请号：US12739226
申请日：2008-10-20
申请人： Neil O'Connor , Michael Hartman , Tony McCormack
发明人： Neil O'Connor , Michael Hartman , Tony McCormack
IPC分类号： G06Q10/00 , G06Q30/00 , G06N5/02 , G06F3/048
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。

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