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1. 发明授权

US07912209B1 Managing statistical information in a contact center 有权
标题翻译：管理联络中心的统计信息
公开(公告)号：US07912209B1
公开(公告)日：2011-03-22
申请号：US11313369
申请日：2005-12-21
申请人： Tony McCormack , Neil O'Connor , Patrick Hession , Owen Friel
发明人： Tony McCormack , Neil O'Connor , Patrick Hession , Owen Friel
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G06Q10/10
摘要： Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.
摘要翻译：与联络中心的物理，逻辑和软件组件的操作相关的统计信息由组件本身或代表组件本身而不是基于来自组件的事件通知的统计引擎生成。以这种方式，可以将本地生成的统计信息作为这些组件的存在信息的一部分进行传送。通过为感兴趣的组件的存在信息订阅呈现服务，统计服务可以收集来自每个组件的本地产生的统计信息。这提供了一种较少集中的，更动态的和适应性更强的管理联络中心统计信息的方式，并提供了生成报警和警报的其他方法。

2. 发明授权

US09247070B2 Method of operating a contact center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US09247070B2
公开(公告)日：2016-01-26
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , H04M7/00 , G06Q30/00 , H04M3/51 , H04M3/523 , H04L29/06 , H04M3/42
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

3. 发明申请

US20100077082A1 Method of Operating A Contact Center 有权
标题翻译：操作联络中心的方法
公开(公告)号：US20100077082A1
公开(公告)日：2010-03-25
申请号：US11570277
申请日：2005-06-09
申请人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
发明人： Patrick Hession , Arik Elberse , John Costello , Owen Friel
IPC分类号： G06F15/16 , G06Q10/00 , G06Q50/00
CPC分类号： H04M7/006 , G06Q30/016 , H04L65/00 , H04M3/42042 , H04M3/42093 , H04M3/42365 , H04M3/5191 , H04M3/5237 , H04M7/0006 , H04M7/126
摘要： Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
摘要翻译：一些已知的联络中心依靠网络路由器来确定哪些可用的联络中心应该处理给定的联系人。该决定由NLR根据联络中心提供的实时信息进行。然而，这种信息的格式是专有的，这意味着NLR必须翻译和整理这些信息。本发明寻求使用会话发起协议（SIP）存在用于这样的信息传送，其使得能够改进决策，并且还允许将附加功能添加到联络中心系统。本发明提供了一种支持SIP的联络中心（180,190,200），包括联络中心服务器，其被配置为向SIP通信网络中的一个或多个其他启用SIP的节点发送SIP消息，所述SIP消息包括关于当前状态的SIP存在信息的联络中心。

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