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    • 4. 发明申请
    • CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING AND SHADOW QUEUE
    • 基于多种可变标准分类和阴影队列的呼叫路由方法和系统
    • WO2010027671A3
    • 2010-04-29
    • PCT/US2009054352
    • 2009-08-19
    • RESOURCE GROUP INTERNAT LTDCHISHTI ZIAJONES CHRIS WSPOTTISWOODE S JAMES PSTEWART RANDALL RAY
    • CHISHTI ZIAJONES CHRIS WSPOTTISWOODE S JAMES PSTEWART RANDALL RAY
    • H04M3/523G06Q30/00
    • H04M3/5233G06Q30/00
    • Systems and processes are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary process includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z- score of the variable outputs and determining a linear combination of the determined Z- scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. Another process includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on), and if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.
    • 公开了系统和过程,用于将呼叫者路由到联络中心中的代理以及智能路由系统。 示例性过程包括将模式匹配算法(用于匹配呼叫者和代理)的多个输出变量组合成用于路由系统中的单个度量。 模式匹配算法可以包括神经网络架构,其中示例性方法组合来自多个神经网络的输出变量。 该方法可以包括确定可变输出的Z分数并且确定所需输出的确定的Z分数的线性组合。 呼叫者可以经由模式匹配算法被路由到代理,以最大化线性组合的输出值或得分。 另一个过程包括基于模式匹配算法(其可以包括基于性能的匹配,基于代理和呼叫者数据的模式匹配,用于预测代理 - 呼叫者对的结果的计算机模型)以及 因此,如果没有代理可用于传入呼叫者,则该方法包括将呼叫者保持在影子队列中,例如一组呼叫者。 当代理可用时,该方法包括扫描影子队列中的所有调用者,并将代理匹配到阴影队列中最佳匹配的调用者。
    • 5. 发明申请
    • CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING AND SHADOW QUEUE
    • 基于多变量标准化评分和阴影排队的呼叫路由方法和系统
    • WO2010027671A2
    • 2010-03-11
    • PCT/US2009/054352
    • 2009-08-19
    • THE RESOURCE GROUP INTERNATIONAL LTD.CHISHTI, ZiaJONES, Chris, W.SPOTTISWOODE, S., James, P.STEWART, Randall, Ray
    • CHISHTI, ZiaJONES, Chris, W.SPOTTISWOODE, S., James, P.STEWART, Randall, Ray
    • H04M3/523G06Q30/00
    • H04M3/5233G06Q30/00
    • Systems and processes are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary process includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z- score of the variable outputs and determining a linear combination of the determined Z- scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. Another process includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on), and if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.
    • 公开了用于将呼叫者路由到联络中心中的代理以及智能路由系统的系统和过程。 示例性过程包括将模式匹配算法的多个输出变量(用于将呼叫者和代理匹配)组合成用于路由系统中的单个度量。 模式匹配算法可以包括神经网络架构,其中示例性方法组合来自多个神经网络的输出变量。 该方法可以包括确定可变输出的Z分数并确定所需输出的确定的Z分数的线性组合。 呼叫者可以通过模式匹配算法路由到代理,以最大化线性组合的输出值或分数。 另一个过程包括基于模式匹配算法(其可以包括基于性能的匹配,基于代理和呼叫者数据的模式匹配,用于预测代理 - 呼叫者对的结果的计算机模型,以及 等等),并且如果没有代理可用于传入呼叫者,则该方法包括将呼叫者保持在阴影队列中,例如一组呼叫者。 当代理变得可用时,该方法包括扫描影子队列中的所有调用者,并将代理匹配到影子队列中最匹配的调用者。
    • 10. 发明申请
    • PREVENTING NETWORK DATA INJECTION ATTACKS
    • 防止网络数据注入攻击
    • WO2005072117A3
    • 2005-12-22
    • PCT/US2005001018
    • 2005-01-11
    • CISCO TECH INDRAMAIAH ANANTHASTEWART RANDALLLEI PETERMAHAN PATRICK
    • RAMAIAH ANANTHASTEWART RANDALLLEI PETER
    • G06F11/30G06F15/173H04L9/00H04L9/32H04L12/56H04L29/06
    • H04L63/1416H04L47/27H04L47/29H04L47/323H04L47/34H04L63/1458H04L69/16H04L69/163
    • Approaches for preventing TCP data injection attacks in packet-switched networks are disclosed. A first approach provides for dropping received segments that carry ACK values smaller than the next unacknowledged sequence number expected minus the maximum window size. This approach helps keep spurious injected segments out of the TCP re-assembly buffer. In a second approach, heuristics are used to examine the sequence number of a newly arrived segment, and when the sequence number is the next expected, then the newly arrived segment is used and the contents of the re-assembly buffer are not considered. Further, if the data payload of the newly arrived segment overlaps in sequential order with segments already in the re-assembly buffer, the overlapped segments in the re-assembly buffer are considered spurious and are discarded. Thus, this approach helps remove spurious data from the re-assembly buffer if the first approach somehow fails to prevent the data from entering the re-assembly buffer.
    • 公开了在分组交换网络中防止TCP数据注入攻击的方法。 第一种方法提供丢弃接收的段,其携带ACK值小于预期的下一个未确认序列号减去最大窗口大小。 这种方法有助于将伪注入的段保留在TCP重新组装缓冲区之外。 在第二种方法中,启发式用于检查新到达的段的序列号,当序列号是下一个预期序列号时,则使用新到达的段,并且不考虑重新组装缓冲区的内容。 此外,如果新到达的段的数据有效载荷与已经在重新组装缓冲区中的段按顺序重叠,则重组缓冲区中的重叠段被认为是虚假的并被丢弃。 因此,如果第一种方法无法防止数据进入重新组装缓冲区,则此方法有助于从重新组装缓冲区中清除虚假数据。