公开(公告)号：US08295471B2

公开(公告)日：2012-10-23

申请号：US12355618

申请日：2009-01-16

Applicant: S. James P. Spottiswoode ,  Qiaobing Xie ,  Zia Chishti

Inventor： S. James P. Spottiswoode ,  Qiaobing Xie ,  Zia Chishti

IPC: H04M3/523

CPC classification number: H04M3/5237 ,  H04M3/42068 ,  H04M3/4211 ,  H04M2201/18

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US07673063B2

公开(公告)日：2010-03-02

申请号：US10966091

申请日：2004-10-15

Applicant: Qiaobing Xie ,  Joseph R. Schumacher

Inventor： Qiaobing Xie ,  Joseph R. Schumacher

IPC: G06F15/16

CPC classification number: H04N21/631 ,  H04N19/166 ,  H04N19/36 ,  H04N19/59 ,  H04N21/234381 ,  H04N21/23439 ,  H04N21/2625 ,  H04N21/2662 ,  H04N21/44004 ,  H04N21/6131

Abstract: In the present technique of streaming a main media stream that has been requested, an anti-shadow stream (36) that represents a backup copy of the main media stream (24) is sent along with an output media stream (34) that represents an output copy of the main media stream. The content of the anti-shadow stream (36) is preferably forward-shifted in time from the output media stream (34) so as to provide replacement of loss data of the output stream. Put differently, sequenced data frames of the output stream (34) are delayed by order compared to that of the anti-shadow stream (36).

Abstract translation: 在现有的已经请求的主媒体流的流技术中，代表主媒体流（24）的备份副本的反影子流（36）与一个输出媒体流（34）一起发送，该输出媒体流 主要媒体流的输出副本。 反阴影流（36）的内容优选地在时间上从输出媒体流（34）向前移位，以便提供输出流的丢失数据的替换。 换句话说，与反阴影流（36）相比，输出流（34）的顺序数据帧被延迟了一个顺序。

公开(公告)号：US20060286993A1

公开(公告)日：2006-12-21

申请号：US11424018

申请日：2006-06-14

Applicant: Qiaobing Xie ,  Bonnie Chen ,  Thomas Hallin

Inventor： Qiaobing Xie ,  Bonnie Chen ,  Thomas Hallin

IPC: H04B7/00

CPC classification number: H04W4/10 ,  H04W4/08 ,  H04W8/12 ,  H04W76/45

Abstract: An apparatus and method for throttling server communications in a communication network. Firstly, priorities are defined by a watcher for particular status events. These priorities are then mapped to a list of status events in an event filter. In response to a change of status event of a presentity, the status event is compared to the list of status events of the event filter. If the comparable status event has an associated higher priority, a notification is sent of the change of status event to the watcher with substantially no delay. If the comparable status notification event has an associated lower priority, the status event is filtered in the event filter, and sent to the watcher, as needed, during a predetermined interval. A unique priority code can be defined for events and/or a maximum delay for sending a notification of an event change can be defined for events.

Abstract translation: 一种用于在通信网络中节流服务器通信的装置和方法。 首先，特定状态事件的观察者定义优先级。 然后将这些优先级映射到事件过滤器中的状态事件列表。 响应于呈现者的状态事件的改变，将状态事件与事件过滤器的状态事件的列表进行比较。 如果可比较状态事件具有相关联的较高优先级，则基本上没有延迟地向观察者发送状态事件改变的通知。 如果可比状态通知事件具有相关联的较低优先级，则在事件过滤器中过滤状态事件，并且根据需要在预定间隔期间发送给观察者。 可以为事件定义唯一的优先级代码和/或用于发送事件更新通知的最大延迟可以为事件定义。

公开(公告)号：US06286032B1

公开(公告)日：2001-09-04

申请号：US09412826

申请日：1999-10-05

Applicant: Lewis B. Oberlander ,  Randall R. Stewart ,  Qiaobing Xie

Inventor： Lewis B. Oberlander ,  Randall R. Stewart ,  Qiaobing Xie

IPC: G06F1516

CPC classification number: H04L63/123 ,  G06F17/30949 ,  Y10S707/99952

Abstract: A communication network (100) includes a first server (124) and a second server, such as any of the servers (121-23), connected via a common network (101). First server (124) owns a record data (180) associated with at least one process running for serving a client device (174.) The second server keeps a copy of the record data. First server (124) performs a Hashing function over record data (180) to produce a first Hash value. The second server similarly performs the same or similar Hashing function over the copy of the record data to produce a second Hash value. First server (124) sends the first Hash value to the second server for comparison. If the first Hash value fails to match to the second Hash value, a latest copy of the record data (180) is sent from first server (124) to the second server upon request.

Abstract translation: 通信网络（100）包括经由公共网络（101）连接的第一服务器（124）和诸如服务器（121-23）中的任一个的第二服务器。 第一服务器（124）拥有与至少一个运行用于服务客户端设备的进程相关联的记录数据（180）。第二服务器保存记录数据的副本。 第一服务器（124）对记录数据（180）执行哈希函数以产生第一哈希值。 第二个服务器类似地在记录数据的副本上执行相同或相似的哈希函数，以产生第二个哈希值。 第一服务器（124）将第一哈希值发送到第二服务器进行比较。 如果第一哈希值不匹配到第二哈希值，则根据请求将记录数据（180）的最新副本从第一服务器（124）发送到第二服务器。

公开(公告)号：US6018360A

公开(公告)日：2000-01-25

申请号：US150149

申请日：1998-09-09

Applicant: Randall R. Stewart ,  Qiaobing Xie

Inventor： Randall R. Stewart ,  Qiaobing Xie

IPC: H04L12/18 ,  H04M3/56 ,  H04N7/15 ,  H04N7/14

CPC classification number: H04N7/152

Abstract: A method of switching a call to a multipoint conference call includes sending a message (201) from a first terminal (105-T1) to a gatekeeper (102) which provides address translation and control access to a shared network medium (101). The call is initially established as a point to point communication between first terminal (101) and a second terminal (105-TN) over shared network medium (101) while complying with H.323 standard. Message (201) contains a request for the multipoint conference call. The method furthermore includes selecting a multipoint control unit (104) connected to shared network medium (101) to allocate resources for the multipoint conference call, and then switching the call to the multipoint conference call via the allocated resources. Thereby, the initial call is switched to a multipoint conference call without interrupting the initial call.

Abstract translation: 将呼叫切换到多点会议呼叫的方法包括从第一终端（105-T1）发送消息（201）到提供对共享网络媒体（101）的地址转换和控制访问的网守（102）。 呼叫最初被建立为在符合H.323标准的同时在共享网络介质（101）之间的第一终端（101）和第二终端（105-TN）之间的点对点通信。 消息（201）包含对多点电话会议的请求。 该方法还包括选择连接到共享网络介质（101）的多点控制单元（104）以分配用于多点会议呼叫的资源，然后经由所分配的资源将呼叫切换到多点会议呼叫。 因此，初始呼叫被切换到多点电话会议而不中断初始呼叫。

公开(公告)号：US20100111287A1

公开(公告)日：2010-05-06

申请号：US12266418

申请日：2008-11-06

Applicant: Qiaobing Xie ,  S. James P. Spottiswoode

Inventor： Qiaobing Xie ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M2201/12 ,  H04M2201/18

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括识别保持的一组呼叫者中的至少一个的呼叫者数据，并且基于呼叫者数据和代理数据的比较，使呼叫者组中的呼叫者被路由到一个座席。 呼叫者数据和代理数据可以经由模式匹配算法和/或计算机模型进行比较，以预测具有期望结果的最高概率的呼叫者 - 代理对。 因此，可以基于可用呼叫者和代理数据的比较而不是传统的队列顺序方式，将呼叫者汇集并路由到代理。 如果呼叫者被保持超过保持阈值，呼叫者可以被路由到下一个可用代理。 保持阈值可以包括预定时间，“成本”功能，呼叫者可能被其他呼叫者跳过的次数等等。

公开(公告)号：US20090232294A1

公开(公告)日：2009-09-17

申请号：US12355602

申请日：2009-01-16

Applicant: Qiaobing XIE ,  S. James P. Spottiswoode

Inventor： Qiaobing XIE ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/42187 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm. In one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的至少一个呼叫者的呼叫者数据，以及基于所识别的呼叫者数据，在呼叫者队列的前面跳过另一个呼叫者的呼叫者。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 跳过呼叫者可以进一步基于通过诸如相关算法的模式匹配算法来比较呼叫者数据与与代理相关联的代理数据。 在一个示例中，如果已经跳过队列前面的呼叫者预定次数，则前面的呼叫者是下次路由（并且不能再跳过）。

公开(公告)号：US20090190750A1

公开(公告)日：2009-07-30

申请号：US12331186

申请日：2008-12-09

Applicant: Qiaobing Xie ,  S. James P. Spottiswoode

Inventor： Qiaobing Xie ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括识别队列中的多个呼叫者的呼叫者的呼叫者数据，并且将队列从队列中排队排队。 例如，不在队列顶部的呼叫者可以基于所识别的呼叫者数据从队列中路由，这与队列顺序无序。 呼叫者可以基于所识别的呼叫者数据被路由到另一呼叫者队列，呼叫者池或代理，其中呼叫者数据可以包括人口统计学和心理学数据中的一个或两个。 呼叫者可以通过经由模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据来从队列路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。

公开(公告)号：US20090190745A1

公开(公告)日：2009-07-30

申请号：US12331210

申请日：2008-12-09

Applicant: Qiaobing Xie ,  S. James P. Spottiswoode

Inventor： Qiaobing Xie ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes routing a caller from a pool of callers based on at least one caller data associated with the caller, where a pool of callers includes, e.g., a set of callers that are not chronologically ordered and routed based on a chronological order or hold time of the callers. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括基于与呼叫者相关联的至少一个呼叫者数据，从呼叫者池路由呼叫者，其中呼叫者池包括例如基于时间顺序未按时间顺序排列和路由的一组呼叫者，或者 保持呼叫者的时间。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。

公开(公告)号：US20090190744A1

公开(公告)日：2009-07-30

申请号：US12331195

申请日：2008-12-09

Applicant: Qiaobing Xie ,  S. James P. Spottiswoode

Inventor： Qiaobing Xie ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M2201/16 ,  H04M2201/18

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一个示例性的方法包括汇集来话呼叫者，并且使来自呼叫者池的呼叫者被路由。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。