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1. 发明申请

US20110283000A1 Management of Queues in Contact Centres 审中-公开
标题翻译：联络中心排队管理
公开(公告)号：US20110283000A1
公开(公告)日：2011-11-17
申请号：US13195948
申请日：2011-08-02
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/173
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

2. 发明授权

US08010607B2 Management of queues in contact centres 有权
标题翻译：管理联络中心队列
公开(公告)号：US08010607B2
公开(公告)日：2011-08-30
申请号：US10645438
申请日：2003-08-21
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/16 , H04M3/00 , G06Q10/00
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

3. 发明申请

US20050044129A1 Management of queues in contact centres 有权
标题翻译：管理联络中心队列
公开(公告)号：US20050044129A1
公开(公告)日：2005-02-24
申请号：US10645438
申请日：2003-08-21
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： H04M3/51 , H04M3/523 , G06F15/16
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

4. 发明授权

US08806356B2 Collaboration management tools for contact centers 有权
标题翻译：联络中心的协作管理工具
公开(公告)号：US08806356B2
公开(公告)日：2014-08-12
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： G06F15/00 , G06F13/00 , G06Q10/10 , G06Q10/06
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。

5. 发明授权

US08363817B2 Methods and systems for monitoring contact sessions of a contact center 有权
标题翻译：监测联络中心联系会话的方法和系统
公开(公告)号：US08363817B2
公开(公告)日：2013-01-29
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。

6. 发明申请

US20120252528A1 Call Prioritization Methods in a Call Center 有权
标题翻译：呼叫中心呼叫优先方式
公开(公告)号：US20120252528A1
公开(公告)日：2012-10-04
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： H04W88/00 , H04M11/00
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。

7. 发明授权

US08180044B1 Semantic contact center management 有权
标题翻译：语义联络中心管理
公开(公告)号：US08180044B1
公开(公告)日：2012-05-15
申请号：US11286659
申请日：2006-02-16
申请人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Michael Hartman , Neil O'Connor
IPC分类号： H04M5/00
CPC分类号： H04M3/5233 , H04M3/5175 , H04M2201/18 , H04M2201/38
摘要： A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.
摘要翻译：提供了一种语义联络中心管理方法和系统，其中联络中心（包括代理和联系人）的资源被表示为通过诸如技能和共享的先前交互的属性连接的资源。联系人根据代理程度的连通性和可用性分配给代理，这提供了可视化工具来表示联络中心的状态，并实现自动化和主管干预。

8. 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。

9. 发明申请

US20100169486A1 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：US20100169486A1
公开(公告)日：2010-07-01
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
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。

10. 发明申请

US20080123839A1 Peer to Peer Contact Center 有权
标题翻译：对等联系中心
公开(公告)号：US20080123839A1
公开(公告)日：2008-05-29
申请号：US11563284
申请日：2006-11-27
申请人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
发明人： Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5237 , H04M7/0063
摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
摘要翻译：对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。然后将呼叫转移到所选终端。以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

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