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1. 发明授权

US07912207B2 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US07912207B2
公开(公告)日：2011-03-22
申请号：US11313371
申请日：2005-12-21
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： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

2. 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。

3. 发明申请

US20070140442A1 Data messaging during telephony calls 有权
标题翻译：电话呼叫期间的数据消息
公开(公告)号：US20070140442A1
公开(公告)日：2007-06-21
申请号：US11313371
申请日：2005-12-21
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： H04M1/64
CPC分类号： H04L29/06027 , H04L51/066 , H04L65/1006 , H04L65/1083 , H04M1/2535 , H04M3/42382 , H04M7/0036 , H04M7/0039 , H04M7/0045 , H04M7/006
摘要： Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.
摘要翻译：使用会话发起协议（SIP）进行的呼叫通过以消息内容由表示为统一资源指示符（URI）的信息项定义的终端之间的消息的形式交换数据来增强。接收终端可以基于URI格式的语义信息提取和处理这些信息。

4. 发明授权

US07570606B2 Managing a communications system by offering participants the opportunity to respond to requests submitted by other participants 有权
标题翻译：通过为参与者提供机会来响应其他参与者提交的请求来管理通信系统
公开(公告)号：US07570606B2
公开(公告)日：2009-08-04
申请号：US11312977
申请日：2005-12-20
申请人： Tony McCormack , Paul D'Arcy , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Neil O'Connor
IPC分类号： H04L12/16 , H04L12/28
CPC分类号： H04M3/5233 , G06Q10/10 , H04L65/4007
摘要： Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.
摘要翻译：与通信系统通信的参与者可以通过向每个参与者分配代理简档来允许以代理人的身份分配给该参与者的联系人请求来彼此联系。一个参与者提交具有可以与代理简档匹配的详细信息的联系人请求，并且该联系请求是基于其内容的队列。通过将队列中的请求分配给其代理配置文件与队列匹配的参与者，在联系请求和第二参与者之间进行匹配。因此，第二参与者有机会以代理人的身份响应联系请求。不胜感激的是，本发明的方法不是提供非结构化环境（例如免费讨论论坛），而是为一组感兴趣的参与者提供一种方式来响应彼此提交的请求，要求该组织的合适和胜任的成员。除了允许对信息或帮助的简单请求进行响应之外，该方法和系统还在诸如在线游戏的较大环境的背景下具有应用。

5. 发明申请

US20070140467A1 Dynamic interactions in a communications system 有权
标题翻译：通信系统中的动态交互
公开(公告)号：US20070140467A1
公开(公告)日：2007-06-21
申请号：US11312977
申请日：2005-12-20
申请人： Tony McCormack , Paul D'Arcy , Neil O'Connor
发明人： Tony McCormack , Paul D'Arcy , Neil O'Connor
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5233 , G06Q10/10 , H04L65/4007
摘要： Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.
摘要翻译：与通信系统通信的参与者可以通过向每个参与者分配代理简档来允许以代理人的身份分配给该参与者的联系人请求来彼此联系。一个参与者提交具有可以与代理简档匹配的详细信息的联系人请求，并且该联系请求是基于其内容的队列。通过将队列中的请求分配给其代理配置文件与队列匹配的参与者，在联系请求和第二参与者之间进行匹配。因此，第二参与者有机会以代理人的身份响应联系请求。不胜感激的是，本发明的方法不是提供非结构化环境（例如免费讨论论坛），而是为一组感兴趣的参与者提供一种方式来响应彼此提交的请求，要求该组织的合适和胜任的成员。除了允许对信息或帮助的简单请求进行响应之外，该方法和系统还在诸如在线游戏的较大环境的背景下具有应用。

6. 发明授权

US08443295B1 Graphical representation of definitions of statistics 有权
标题翻译：统计定义的图形表示
公开(公告)号：US08443295B1
公开(公告)日：2013-05-14
申请号：US10944329
申请日：2004-09-17
申请人： Paul D'Arcy , Tony McCormack , Noel Griffin , Michael Hartman
发明人： Paul D'Arcy , Tony McCormack , Noel Griffin , Michael Hartman
IPC分类号： G06F3/048
CPC分类号： G06Q10/04
摘要： Existing statistics reporting methods tend to be inflexible and difficult for operators to understand and use effectively. A graphical user interface is provided whereby operators are able to view a state/event model of an automated system and using that graphical user interface make changes to existing statistics, define new statistics and analyze existing statistics. As a result of user inputs made at this graphical user interface changes are effected in a statistics reporting application in order to generate actual values of the statistics. In some embodiments Unified Modeling Language (UML) is used to provide the state/event model and extensions to UML are described which improve the ability to create and modify definitions of statistics.
摘要翻译：现有的统计报告方法往往是不灵活的，操作者难以有效地理解和使用。提供了图形用户界面，由此操作员能够查看自动化系统的状态/事件模型，并使用该图形用户界面对现有统计信息进行更改，定义新统计信息和分析现有统计信息。作为在该图形用户界面处进行的用户输入的结果，在统计报告应用中进行改变以便生成统计的实际值。在一些实施例中，统一建模语言（UML）用于提供状态/事件模型，并描述了对UML的扩展，其提高了创建和修改统计定义的能力。

7. 发明申请

US20090210524A1 ROUTING OF WEB-BASED CONTACTS 有权
标题翻译：基于WEB的联系人的路由
公开(公告)号：US20090210524A1
公开(公告)日：2009-08-20
申请号：US12417334
申请日：2009-04-02
申请人： Tony McCormack , Paul D'Arcy , Patrick Hession
发明人： Tony McCormack , Paul D'Arcy , Patrick Hession
IPC分类号： G06F15/16
CPC分类号： H04L29/12594 , H04L29/06027 , H04L29/12009 , H04L29/12047 , H04L61/15 , H04L61/307 , H04L65/1006 , H04L65/1069 , H04L65/4007 , H04L67/02 , H04L67/2814 , H04L67/2842 , H04M3/51 , H04M7/006
摘要： A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.
摘要翻译：提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定来自统计信息的请求。

8. 发明授权

US08934477B2 Routing of web-based contacts 有权
标题翻译：基于Web的联系人的路由
公开(公告)号：US08934477B2
公开(公告)日：2015-01-13
申请号：US12417334
申请日：2009-04-02
申请人： Tony McCormack , Paul D'Arcy , Patrick Hession
发明人： Tony McCormack , Paul D'Arcy , Patrick Hession
IPC分类号： H04L12/66 , H04L29/06 , H04L29/12 , H04L29/08 , H04M3/51 , H04M7/00
CPC分类号： H04L29/12594 , H04L29/06027 , H04L29/12009 , H04L29/12047 , H04L61/15 , H04L61/307 , H04L65/1006 , H04L65/1069 , H04L65/4007 , H04L67/02 , H04L67/2814 , H04L67/2842 , H04M3/51 , H04M7/006
摘要： A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact center or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.
摘要翻译：提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定来自统计信息的请求。

9. 发明授权

US06917898B1 Generation and processing of statistical information 有权
标题翻译：生成和处理统计信息
公开(公告)号：US06917898B1
公开(公告)日：2005-07-12
申请号：US10675768
申请日：2003-09-30
申请人： Nithyaganesh Kirubalaratnam , Tony McCormack , Paul D'Arcy
发明人： Nithyaganesh Kirubalaratnam , Tony McCormack , Paul D'Arcy
IPC分类号： G06F17/18 , G06Q10/00 , H04M3/51
CPC分类号： G06Q10/06 , H04M3/5175
摘要： A method and system are provided for generating statistical information from input data relating to the operation of a monitored system over time. The monitored system is preferably a contact center or call centre. The method involves pegging input data relating to the operation of the system over a finite time interval and storing this pegged data in a record so that the contents of the record are identifiable according to the finite time interval to which the data relates. This pegging is repeated continually resulting in a large number of records being stored, each containing data relating to a short time interval. The pegged data from the revelant records can then be used multiple times in a variety of statistical threads or windows rather than having each statistical thread engine peg the information it requires separately.
摘要翻译：提供了一种方法和系统，用于从与被监视系统的操作相关的输入数据随时间生成统计信息。所监视的系统优选地是联络中心或呼叫中心。该方法涉及在有限的时间间隔内与输入系统的操作有关的输入数据，并将该挂起的数据存储在记录中，使得记录的内容可以根据与数据相关的有限的时间间隔来识别。这种连续重复被连续地重复，导致存储大量记录，每个记录包含与短时间间隔有关的数据。然后，可以在各种统计线程或窗口中多次使用来自雷达记录的固定数据，而不是使每个统计线程引擎分别单独处理需要的信息。

10. 发明授权

US08498404B2 Methods and systems for monitoring contact center operations 有权
标题翻译：监测联络中心运作的方法和系统
公开(公告)号：US08498404B2
公开(公告)日：2013-07-30
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： H04M3/00
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。

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