公开(公告)号：US07912209B1

公开(公告)日：2011-03-22

申请号：US11313369

申请日：2005-12-21

申请人： Tony McCormack ,  Neil O'Connor ,  Patrick Hession ,  Owen Friel

发明人： Tony McCormack ,  Neil O'Connor ,  Patrick Hession ,  Owen Friel

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  G06Q10/10

摘要： Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.

摘要翻译： 与联络中心的物理，逻辑和软件组件的操作相关的统计信息由组件本身或代表组件本身而不是基于来自组件的事件通知的统计引擎生成。 以这种方式，可以将本地生成的统计信息作为这些组件的存在信息的一部分进行传送。 通过为感兴趣的组件的存在信息订阅呈现服务，统计服务可以收集来自每个组件的本地产生的统计信息。 这提供了一种较少集中的，更动态的和适应性更强的管理联络中心统计信息的方式，并提供了生成报警和警报的其他方法。

公开(公告)号：US20100169486A1

公开(公告)日：2010-07-01

申请号：US12346336

申请日：2008-12-30

申请人： Tony McCormack ,  Neil O'Connor ,  Joseph Smyth

发明人： Tony McCormack ,  Neil O'Connor ,  Joseph Smyth

IPC分类号： G06F15/173

CPC分类号： H04L12/5695 ,  H04L47/12 ,  H04L47/70 ,  H04L47/741 ,  H04L47/821 ,  H04L49/90 ,  H04L67/1002 ,  H04L67/1012 ,  H04L67/322 ,  H04L67/38

摘要： Access to a resource in a virtual environment is controllably granted by: a) receiving, from a user of the environment, a request for access to the resource; b) allocating the request to a queue of requests for the resource; c) determining a maximum permissible rate of access of users to the resource; d) providing a mechanism which is operable to grant users of the virtual environment with access to the resource at a rate no greater than the maximum permissible rate; e) allocating requests from the queue to the mechanism at a controlled allocation rate no greater than the maximum permissible rate; f) upon allocation of the request from the user to the mechanism, the mechanism granting the user with access to the resource within the virtual environment.

摘要翻译： 通过以下方式可控地授予对虚拟环境中的资源的访问：a）从环境的用户接收对资源的访问请求; b）将请求分配给资源请求队列; c）确定用户对资源的最大允许访问率; d）提供一种机制，其可操作地以不大于最大允许速率的速率向虚拟环境的用户授予对资源的访问; e）以不大于最大允许速率的受控分配速率向队列分配请求; f）在从用户向机制分配请求时，允许用户访问虚拟环境内的资源的机制。

公开(公告)号：US20080123839A1

公开(公告)日：2008-05-29

申请号：US11563284

申请日：2006-11-27

申请人： Tony McCormack ,  Neil O'Connor ,  Arik Elberse ,  Patrick Hession

发明人： Tony McCormack ,  Neil O'Connor ,  Arik Elberse ,  Patrick Hession

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5237 ,  H04M7/0063

摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.

摘要翻译： 对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。 服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。 接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。 然后将呼叫转移到所选终端。 以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

公开(公告)号：US09024993B2

公开(公告)日：2015-05-05

申请号：US13337769

申请日：2011-12-27

申请人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

发明人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

IPC分类号： H04N7/14 ,  H04L12/18

CPC分类号： H04L12/1822 ,  H04L12/18

摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.

摘要翻译： 参与者管理系统，用于识别会议的潜在受邀者。 存储装置维护存储人员关联的记录至少一个或多个关键词。 在会议准备期间，系统通过识别人员来响应用户对关键词的输入。 用户没有义务通过关键词对人物进行选择，只能选择主题。

公开(公告)号：US08934618B2

公开(公告)日：2015-01-13

申请号：US12345200

申请日：2008-12-29

申请人： John Costello ,  Tony McCormack ,  John Yoakum

发明人： John Costello ,  Tony McCormack ,  John Yoakum

IPC分类号： H04M5/00 ,  G10L15/22 ,  H04M3/493 ,  H04M3/51 ,  H04M3/42

CPC分类号： G10L15/22 ,  H04M3/493 ,  H04M3/5166 ,  H04M2201/38 ,  H04M2203/355

摘要： Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.

摘要翻译： 公开了用于分析交互式语音响应（IVR）系统的方法。 在该方法中，从IVR系统发出提示，并接收到响应于IVR系统提示的用户输入。 一种方法是将IVR系统发出的提示显示给运营商; 并且从操作者接收输入数据，数据定义是否推荐IVR系统的任何改变和/或对IVR系统的任何推荐的改变。 另一种方法包括通过将用户输入与预定义的一组规则进行比较来检测意外事件的发生，每个规则与一个或多个意外事件相关联; 并且响应于一个或多个意外事件的检测而采取预定义的动作。

公开(公告)号：US08301474B2

公开(公告)日：2012-10-30

申请号：US12739226

申请日：2008-10-20

申请人： Michael Hartman ,  Tony McCormack ,  Neil O'Connor

发明人： Michael Hartman ,  Tony McCormack ,  Neil O'Connor

IPC分类号： G06Q40/00

CPC分类号： G06N3/006 ,  G06Q10/0637 ,  G06Q30/016 ,  G06Q30/02

摘要： A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.

摘要翻译： 联络中心具有在计算机系统中实现的虚拟环境的接口。 联络中心的操作包括从虚拟环境接收与虚拟环境的居民的虚拟环境内的空间位置相关的空间信息，并且在联络中心的排队系统中排队与该居民相关的联系人。 排队决策至少部分地基于虚拟环境中居民的空间信息。

公开(公告)号：US08144633B2

公开(公告)日：2012-03-27

申请号：US12564262

申请日：2009-09-22

申请人： John H. Yoakum ,  Tony McCormack ,  John Costello

发明人： John H. Yoakum ,  Tony McCormack ,  John Costello

IPC分类号： H04L12/16

CPC分类号： H04L65/4015

摘要： A method and system for designating an aural position of an audio stream in a collaboration environment. A plurality of icons corresponding to participants are displayed in a user interface. A moderator may move the icons from a first position in the user interface to a second position in the user interface. Upon moving an icon from a first position to a second position, an aural position identifier corresponding to the second position is generated and sent to a conference processor. The conference processor uses the aural position identifier to generate an outgoing audio stream that aurally positions the audio stream generated by the participant corresponding to the icon at the aural position. The outgoing audio stream is provided to the moderator, who uses a multi-channel capable device to perceive the audio stream at the designated aural position.

摘要翻译： 一种用于在协作环境中指定音频流的听觉位置的方法和系统。 与用户对应的多个图标显示在用户界面中。 主持人可以将图标从用户界面中的第一位置移动到用户界面中的第二位置。 在将图标从第一位置移动到第二位置时，生成与第二位置相对应的听觉位置识别符并将其发送到会议处理器。 会议处理器使用听觉位置标识符来产生输出音频流，其将由与该图标对应的参与者产生的音频流声音地定位在听觉位置。 输出音频流被提供给主持人，主持人使用多声道能力的设备来感知指定听觉位置处的音频流。

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。

公开(公告)号：US20110058662A1

公开(公告)日：2011-03-10

申请号：US12555413

申请日：2009-09-08

申请人： John H. Yoakum ,  Tony McCormack ,  John Costello

发明人： John H. Yoakum ,  Tony McCormack ,  John Costello

IPC分类号： H04M3/42

CPC分类号： H04M3/568 ,  H04M3/51

摘要： A contact center media server for aurally positioning participants of a contact center transaction at aural positions designated by a contact center agent. The media server includes a communications interface coupled to a controller and adapted to interface with a plurality of voice paths. Each of the voice paths is associated with one of a plurality of participants in a contact center transaction. A three-dimensional (3D) spatializer engine is coupled to the controller and can receive incoming voice signals received over voice paths and corresponding aural position data. The 3D spatializer engine processes the incoming voice signals and generates outgoing voice signals that include signal characteristics that aurally position the first outgoing voice signals at an aural position with respect to the contact center agent indicated by the aural position data.

摘要翻译： 联络中心媒体服务器，用于在由联络中心代理指定的听觉位置上听觉地定位联络中心交易的参与者。 媒体服务器包括耦合到控制器并且适于与多个语音路径进行接口的通信接口。 每个语音路径与联络中心事务中的多个参与者之一相关联。 三维（3D）空间化引擎耦合到控制器并且可以接收通过语音路径接收的传入语音信号和对应的听觉位置数据。 3D空间化引擎处理输入语音信号并产生输出语音信号，其包括将第一输出语音信号相对于由听觉位置数据指示的联络中心代理听觉位置听觉地定位的信号特征。

公开(公告)号：US20100333158A1

公开(公告)日：2010-12-30

申请号：US12494594

申请日：2009-06-30

申请人： Tony McCormack ,  Alan Diskin ,  Neil O'Connor

发明人： Tony McCormack ,  Alan Diskin ,  Neil O'Connor

IPC分类号： H04N7/173 ,  H04N7/26

CPC分类号： H04N7/163 ,  H04N21/4394 ,  H04N21/44008 ,  H04N21/4508 ,  H04N21/4755

摘要： A system for receiving and decoding packet-based video signals, and method of operation and computer program product for such system are disclosed. The system receives a packet-based data stream encoding a video or television signal. The content is analysed in accordance with user-editable rules to find matches between conditions specified in the rules and corresponding actions to be taken. On detection of a match with the received content, a corresponding action is implemented by issuing a command to control a component which is under the control of said receiving and decoding system.

摘要翻译： 公开了一种用于接收和解码基于分组的视频信号的系统，以及用于该系统的操作方法和计算机程序产品。 系统接收编码视频或电视信号的基于分组的数据流。 根据用户可编辑的规则分析内容，以在规则中指定的条件和要采取的相应操作之间找到匹配项。 在检测到与接收到的内容的匹配时，通过发出控制在所述接收和解码系统的控制下的组件的命令来实现相应的动作。