公开(公告)号：US06944137B1

公开(公告)日：2005-09-13

申请号：US09535924

申请日：2000-03-24

Applicant: Shaowei Pan ,  Peter Lei ,  Jinzhong Zhang ,  Qiaobing Xie ,  Marilyn R. Escue ,  Steve Whitney

Inventor： Shaowei Pan ,  Peter Lei ,  Jinzhong Zhang ,  Qiaobing Xie ,  Marilyn R. Escue ,  Steve Whitney

IPC: H04J4/00 ,  H04J13/04 ,  H04W4/10 ,  H04B7/216 ,  H04L12/16 ,  H04Q7/00

CPC classification number: H04W4/10 ,  H04W76/45

Abstract: In a wireless code-division multiple access (CDMA) system (100), a talkgroup (101) of subscriber units is provided. A sub-talkgroup (102) of subscriber units, forming a part of the talkgroup is assigned at least one inbound channel (416-417). The talkgroup is assigned outbound channels (415). Members of the sub-talkgroup may simultaneously transmit voice information (410-411) using the at least one inbound channel, which voice information is summed (412) and re-transmitted to the talkgroup using the outbound channels. Voice information is summed so that an individual talker receives summed voice information without the individual subscriber's voice content. Subscriber units in the sub-listengroup are allowed to transmit voice information only after requesting, and receiving, an additional inbound channel.

Abstract translation: 在无线码分多址（CDMA）系统（100）中，提供用户单元的通话组（101）。 形成通话组的一部分的用户单元的分话组（102）被分配至少一个入站信道（416-417）。 通话组被分配出站信道（415）。 子谈话组的成员可以使用至少一个入站信道同时发送语音信息（410-411），该语音信息相加（412），并使用出站信道重新发送到通话组。 语音信息被相加，使得单个讲话者在没有个人用户的语音内容的情况下接收到相加的语音信息。 子列表中的用户单元仅在请求和接收另外的入站信道之后被允许传输语音信息。

公开(公告)号：US10567586B2

公开(公告)日：2020-02-18

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 ,  H04M3/523 ,  H04M3/42

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.

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：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：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。

公开(公告)号：US20080279153A1

公开(公告)日：2008-11-13

申请号：US12099198

申请日：2008-04-08

Applicant: Qiaobing Xie ,  Anand S. Bedekar ,  Suresh Kalyanasundaram

Inventor： Qiaobing Xie ,  Anand S. Bedekar ,  Suresh Kalyanasundaram

IPC: H04Q7/00

CPC classification number: H04W24/02 ,  H04W24/08

Abstract: Various embodiments are described to enable improved inter-network/inter-technology handover of mobile devices. A network device (131, 132) collects dynamic information corresponding to mobile devices (101, 102), such as wireless measurement information at the device's location, and/or information corresponding to wireless network nodes (121-124), such loading levels/loading distributions. The network device then sends some or all of the dynamic information collected and/or statistical information generated from the dynamic information collected to a neighboring network information server (150) for access by other communication networks. By maintaining dynamic and/or statistical information in a neighboring network information server, such information can be made available to all the communication networks in a given region. One potential benefit to making this information available is improved inter-network handoff decision-making.

Abstract translation: 描述了各种实施例以实现移动设备的改进的网络间/技术间切换。 网络设备（131,132）收集对应于移动设备（101,102）的动态信息，诸如设备位置处的无线测量信息和/或对应于无线网络节点（121-124）的信息，这样的负载水平/ 加载分布。 网络设备然后将收集到的动态信息的一些或全部动态信息和/或统计信息发送到相邻网络信息服务器（150），以供其他通信网络访问。 通过在相邻网络信息服务器中维护动态和/或统计信息，这样的信息可以被给予给定区域中的所有通信网络。 提供此信息的一个潜在好处是改进了网络间切换决策。