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公开(公告)号：US09729492B2
公开(公告)日：2017-08-08
申请号：US14741251
申请日：2015-06-16
Inventor： Paul Gvildys , Vinod Madhavan , Gaurav Mehrotra , Henry Lum , Herbert Willi Artur Ristock , Atul Edlabadkar
CPC classification number: H04L51/30 , G06Q30/016 , H04L41/0663 , H04L41/0695 , H04L43/0811 , H04L43/0817 , H04L65/1006 , H04L65/105 , H04L67/145 , H04L69/40
Abstract: A system for providing media services on behalf of a customer contact center includes: a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: transmit and receive signaling messages to and from a control server over an established data network connection; in response to the signaling messages, invoke a media device for transmitting media to an end-user device; detect loss of the data network connection; identify a configurable parameter for determining whether a failed message transmission should be retried; and in response to determining that the failed message transmission should be retried, re-transmitting the failed message to the control server.
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公开(公告)号：US20150378577A1
公开(公告)日：2015-12-31
申请号：US14320528
申请日：2014-06-30
Inventor： Henry Lum , Anthony Lam , David Ollinger
IPC: G06F3/0484
Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; monitor for a media communication occurring on the electronic device; generate a metadata file corresponding to the media communication, wherein the metadata file comprises a start time of the media communication with respect to the screen recording session; display a user interface to display a video of the screen recording session, wherein the user interface includes a progress bar for the video; display a marker based on the metadata file; and navigate to a location of the video corresponding to the media communication in response to detecting a selection of the marker.
Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 监视在电子设备上发生的媒体通信; 生成与所述媒体通信相对应的元数据文件，其中所述元数据文件包括关于所述屏幕记录会话的媒体通信的开始时间; 显示用户界面以显示所述屏幕记录会话的视频，其中所述用户界面包括用于所述视频的进度条; 基于元数据文件显示标记; 并且响应于检测到所述标记的选择，导航到与所述媒体通信相对应的视频的位置。
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3.发明授权System and method for web-based real time communication with optimized transcoding 有权用于基于Web的实时通信的系统和方法，具有优化的转码公开(公告)号：US08867731B2
公开(公告)日：2014-10-21
申请号：US13956271
申请日：2013-07-31
Inventor： Henry Lum , Anthony Lam , Vyacheslav Sayko
CPC classification number: H04M3/5191 , H04L65/1069 , H04L65/601 , H04M3/5133 , H04M3/5183 , H04M3/523
Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.
Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。
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公开(公告)号：US10264129B2
公开(公告)日：2019-04-16
申请号：US15923908
申请日：2018-03-16
Inventor： Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking , David H. Anderson , Galina Kovalenko , Bernard Bretherton , Vyacheslav Sayko
Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
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公开(公告)号：US09948782B2
公开(公告)日：2018-04-17
申请号：US14069336
申请日：2013-10-31
Inventor： Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking , David H. Anderson , Galina Kovalenko , Bernard Bretherton , Vyacheslav Sayko
CPC classification number: H04M3/5237 , G06F9/5072 , H04L65/1006 , H04L65/1036 , H04L65/1046 , H04L65/1069 , H04L65/1073 , H04M3/42008 , H04M3/42221
Abstract: A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
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Patent Agency Ranking
6.发明授权Call event tagging and call recording stitching for contact center call recordings 有权呼叫事件标记和呼叫记录缝合用于联络中心呼叫记录公开(公告)号：US09565296B2
公开(公告)日：2017-02-07
申请号：US14930625
申请日：2015-11-02
Inventor： Vladimir Filonov , Henry Lum , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
IPC: H04M3/00 , H04M5/00 , H04M3/28 , H04L29/06 , H04M3/22 , H04M3/51 , H04M1/656 , H04M3/42 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20 , H04L9/08
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。
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7.发明申请CALL EVENT TAGGING AND CALL RECORDING STITCHING FOR CONTACT CENTER CALL RECORDINGS 有权致电联络中心电话记录的活动标签和电话录音公开(公告)号：US20160105545A1
公开(公告)日：2016-04-14
申请号：US14930625
申请日：2015-11-02
Inventor： Vladimir Filonov , Henry Lum , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。
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8.发明授权System and method for web-based real time communication with optimized transcoding 有权用于基于Web的实时通信的系统和方法，具有优化的转码公开(公告)号：US09210266B2
公开(公告)日：2015-12-08
申请号：US14477824
申请日：2014-09-04
Inventor： Henry Lum , Anthony Lam , Vyacheslav Sayko
CPC classification number: H04M3/5191 , H04L65/1069 , H04L65/601 , H04M3/5133 , H04M3/5183 , H04M3/523
Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.
Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。
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9.发明授权Call event tagging and call recording stitching for contact center call recordings 有权呼叫事件标记和呼叫记录缝合用于联络中心呼叫记录公开(公告)号：US09178989B2
公开(公告)日：2015-11-03
申请号：US14015649
申请日：2013-08-30
Inventor： Vladimir Filonov , Henry Lum , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
IPC: H04M3/00 , H04M5/00 , H04M3/28 , H04L29/06 , H04M3/22 , H04M1/656 , H04M3/42 , H04Q3/00 , H04M3/51 , H04L9/08
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
Abstract translation: 用于记录联络中心的媒体的系统和方法允许呼叫事件标记和呼叫记录拼接。 处理器接收电话呼叫的呼叫元数据。 呼叫包括到电话呼叫期间交换的媒体的记录的链接。 处理器接收与电话呼叫相关联的呼叫事件。 呼叫事件包括在电话呼叫期间发生事件的时间戳。 处理器将呼叫元数据和呼叫事件存储在数据库记录中。 处理器检索在显示设备上显示呼叫事件的数据库记录。 接收到响应于显示设备上的显示来识别呼叫事件的用户命令。 响应于用户命令检索与呼叫事件相关联的记录的一部分。 然后提供记录的检索部分的可听渲染。
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10.发明申请公开(公告)号：US20190208061A1
公开(公告)日：2019-07-04
申请号：US16294767
申请日：2019-03-06
Inventor： Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking
IPC: H04M3/523
CPC classification number: H04M3/523 , H04M2203/402 , H04M2203/406
Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.
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