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公开(公告)号：US20080288649A1
公开(公告)日：2008-11-20
申请号：US11750462
申请日：2007-05-18
IPC分类号： G06F15/16
CPC分类号： H04L67/24 , H04L67/28 , H04L67/2833
摘要： The present invention discloses a method and a system for using presence proxies to group presence notifications. In the invention, a presence server can accept, manage, and distribute presence information. Multiple watchers can subscribe to the presence information managed by the presence server. A presence proxy can receive or intercept subscription requests from the watchers, can group these subscription requests, can establish a single subscription between the presence proxy and the presence server for each group of subscription request, can receive notifications form the presence server associated with the single subscription, and can convey received notifications to each of the watchers in a group associated with the single subscription responsive to receiving a corresponding notification from the presence server.
摘要翻译： 本发明公开了一种使用存在代理分组存在通知的方法和系统。 在本发明中，呈现服务器可以接受，管理和分发呈现信息。 多个观察者可以订阅由呈现服务器管理的呈现信息。 存在代理可以接收或截取来自观察者的订阅请求，可以对这些订阅请求进行分组，可以在每个订阅请求组之间的在场代理和呈现服务器之间建立单一订阅，可以从与单个订阅请求相关联的呈现服务器接收通知 订阅，并且可以响应于从存在服务器接收相应的通知，将收到的通知传送到与单个订阅相关联的组中的每个观察者。
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2.发明申请CUSTOMIZING WEB 2.0 APPLICATION BEHAVIOR BASED ON RELATIONSHIPS BETWEEN A CONTENT CREATOR AND A CONTENT REQUESTER 有权基于内容创建者和内容请求者之间的关系来定制WEB 2.0应用程序行为公开(公告)号：US20080320079A1
公开(公告)日：2008-12-25
申请号：US11766255
申请日：2007-06-21
CPC分类号： G06F17/3089 , G06Q30/02 , G10L15/30 , G10L15/32 , H04L67/02 , H04L67/06 , H04L67/306
摘要： The present invention discloses a solution for developer customization of Web 2.0 applications based on relationships between a content creator and a content requester. In the solution, Web 2.0 content can be received from a content creator. One or more creator established customizations can also be received where the customizations are each a set of one or more users. In the method, a communication can be established with a user who requests the Web 2.0 content. It can be determined that the user is a member of a set specified by the content creator. The customization associated with the set can be applied. Web 2.0 content as modified by the customization can be served to the user. In one embodiment, users can also establish customizations, which are also applied to the served Web 2.0 content.
摘要翻译： 本发明公开了一种基于内容创建者和内容请求者之间的关系来开发Web 2.0应用程序定制的解决方案。 在解决方案中，可以从内容创建者接收Web 2.0内容。 还可以接收一个或多个创建者建立的自定义，其中定制每个都是一个或多个用户的集合。 在该方法中，可以与请求Web 2.0内容的用户建立通信。 可以确定用户是内容创建者指定的集合的成员。 可以应用与集相关联的定制。 通过自定义修改的Web 2.0内容可以向用户提供。 在一个实施例中，用户还可以建立自定义，其也应用于所提供的Web 2.0内容。
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3.发明申请IMPLEMENTING A CONTACT CENTER USING OPEN STANDARDS AND NON-PROPRIETARY COMPONENTS 有权使用开放标准和非专有组件实现联络中心公开(公告)号：US20080219429A1
公开(公告)日：2008-09-11
申请号：US11680304
申请日：2007-02-28
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译： 本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。 开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由， 并且可以提供用于配置和监视实时代理的工具。 在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。 此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。
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4.发明申请IMPLEMENTING A CONTACT CENTER USING OPEN STANDARDS AND NON-PROPRIETARY COMPONENTS 有权使用开放标准和非专有组件实现联络中心公开(公告)号：US20120219138A1
公开(公告)日：2012-08-30
申请号：US13467498
申请日：2012-05-09
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译： 本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。 开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由， 并且可以提供用于配置和监视实时代理的工具。 在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。 此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。
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公开(公告)号：US20090037533A1
公开(公告)日：2009-02-05
申请号：US11833790
申请日：2007-08-03
IPC分类号： G06F15/16
摘要： The present invention discloses a solution for modifying a group list server to perform syndication feed operations. A syndication feed creation software component, a content gathering component, and a content extraction converting component can be added to a group list server. The modified group list server can continue to function as a traditional list server and can also function as a traditional feed server that is able to interoperate with standard, client-side feed readers. In one embodiment, the modified list server can repurpose syndication groups as to operate as syndication feed channels and can repurpose group members to operate as feed items.
摘要翻译： 本发明公开了一种用于修改组列表服务器以执行联合馈送操作的解决方案。 联合馈送创建软件组件，内容收集组件和内容提取转换组件可以被添加到组列表服务器。 修改的组列表服务器可以继续作为传统的列表服务器，并且还可以作为能够与标准的客户端馈送阅读器互操作的传统馈送服务器。 在一个实施例中，修改的列表服务器可以重新组合联合组作为联合馈送信道操作，并且可以重新使用组成员作为馈送项目来操作。
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公开(公告)号：US20080319759A1
公开(公告)日：2008-12-25
申请号：US11766157
申请日：2007-06-21
IPC分类号： G10L11/00
CPC分类号： G06F17/30899 , G10L15/30 , G10L15/32 , H04L67/02
摘要： The present invention discloses a system and method for integrating a voice browser into a Web 2.0 environment. For example, a system is disclosed which includes at least a Web 2.0 server, a voice browser, and a server-side speech processing system. The Web 2.0 server can serve Web 2.0 content comprising at least one speech-enabled application. The served Web 2.0 content can include voice markup. The voice browser can render the Web 2.0 content received from the Web 2.0 server which includes rendering the voice markup. The server-side speech processing system can handle speech processing operations for the speech-enabled application. Communications with the server-side speech processing system occur via a set of RESTful commands, such as an HTTP GET command, an HTTP POST command, an HTTP PUT command, and an HTTP DELETE command.
摘要翻译： 本发明公开了一种将语音浏览器集成到Web 2.0环境中的系统和方法。 例如，公开了至少包括Web 2.0服务器，语音浏览器和服务器侧语音处理系统的系统。 Web 2.0服务器可以提供包含至少一个支持语音的应用程序的Web 2.0内容。 提供的Web 2.0内容可以包括语音标记。 语音浏览器可以渲染从Web 2.0服务器接收的Web 2.0内容，包括渲染语音标记。 服务器端语音处理系统可以处理语音处理操作，使语音使能的应用程序。 与服务器端语音处理系统的通信通过一组RESTful命令进行，例如HTTP GET命令，HTTP POST命令，HTTP PUT命令和HTTP DELETE命令。
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公开(公告)号：US20080319742A1
公开(公告)日：2008-12-25
申请号：US11766335
申请日：2007-06-21
IPC分类号： G10L15/26
CPC分类号： G10L15/26
摘要： The present invention discloses a system and method for creating, editing, and posting a BLOG or a WIKI using a telephone. In the invention, a voice-based, real-time telephone communication can be established between a user and a voice response system. User speech can be received over the communication. The user speech can be speech-to-text converted to produce text. The text can be added to a BLOG or a WIKI, which can be posted to a server. The telephone communication can be terminated. The newly posted BLOG or WIKI can be served by the server to clients.
摘要翻译： 本发明公开了一种使用电话来创建，编辑和发布BLOG或WIKI的系统和方法。 在本发明中，可以在用户和语音响应系统之间建立基于语音的实时电话通信。 可以通过通信接收用户语音。 用户语音可以进行语音转换以产生文本。 该文本可以添加到BLOG或WIKI，可以发布到服务器。 电话通信可以终止。 新发布的BLOG或WIKI可由服务器提供给客户端。
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8.发明申请SKILLS BASED ROUTING IN A STANDARDS BASED CONTACT CENTER USING A PRESENCE SERVER AND EXPERTISE SPECIFIC WATCHERS 有权基于标准的基于标准的联络中心使用基于技术的路由使用存在的服务器和专业手表公开(公告)号：US20080205628A1
公开(公告)日：2008-08-28
申请号：US11680839
申请日：2007-03-01
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04L65/40 , H04L67/24 , H04M3/42102 , H04M3/42365 , H04M3/42374 , H04M3/51 , H04M3/5191 , H04M7/006 , H04M2203/6009
摘要： The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.
摘要翻译： 本发明公开了一种用于包括存在服务器，数据存储和一个或多个监视器的联络中心的存在管理系统。 存在服务器可以使用基于基于互联网工程任务组（IETF）的标准的开放标准的基于会话发起协议（SIP）的消息来接受，管理和分发呈现信息。 数据存储可以通信地链接到呈现服务器，并且可以被配置为存储在场信息。 存储的存在信息可以包括多个联络中心代理的存在信息，其中对于每个代理，存储的存在信息包括用于相关联代理的专业知识的元素。 观察者可以订阅由呈现服务器管理的呈现信息。 每个观察者可以对应于独特的专业知识。 与专业知识相关的观察者可以观察具有该专长的所有联络中心代理的存在信息。
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9.发明申请STANDARDS BASED AGENT DESKTOP FOR USE WITH AN OPEN CONTACT CENTER SOLUTION 失效基于标准的代理桌面与开放式联系中心解决方案一起使用公开(公告)号：US20080205626A1
公开(公告)日：2008-08-28
申请号：US11684397
申请日：2007-03-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5191
摘要： The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.
摘要翻译： 本发明公开了一种基于开放标准的联络中心系统。 联络中心系统可以包括至少一个代理节点，门户服务器和应用服务器。 代理节点可以包括使用标准协议通过标准互联网协议网络进行通信的标准HTTP浏览器。 门户服务器可以被配置为经由代理门户与代理节点通信，代理门户可以由多个代理portlet组成以呈现信息。 应用程序服务器可以配置为执行可以通过代理portlet收集和分发信息并将呼叫转移给代理的联络中心应用程序。
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10.发明申请IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH 有权基于代理人语音的生物特征识别联络中心代理公开(公告)号：US20080205624A1
公开(公告)日：2008-08-28
申请号：US11680908
申请日：2007-03-01
CPC分类号： H04M3/51 , G10L17/00 , H04M2201/41
摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
摘要翻译： 本发明公开了具有说话人识别和验证（SIV）能力的联络中心。 在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。 另外，SIV组件可以处理来自联络中心会话的语音。 在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。
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