公开(公告)号：US07170991B2

公开(公告)日：2007-01-30

申请号：US10649517

申请日：2003-08-25

Applicant: Shmuel Shaffer ,  Shantanu Sarkar ,  Labhesh Patel ,  Joseph F. Khouri

Inventor： Shmuel Shaffer ,  Shantanu Sarkar ,  Labhesh Patel ,  Joseph F. Khouri

IPC: H04M3/00 ,  H04M3/42

CPC classification number: H04M3/523

Abstract: A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving a proxy designation from the first user. The proxy designation comprises a proxy user designated to handle the call for the first user. The method also includes establishing a second connection with the proxy user and detecting the presence of the proxy user over the second connection.

Abstract translation: 用于在呼叫系统中利用代理指定的方法包括：通过与第一用户的第一端点的第一连接来接收来自第一用户的呼叫。 该方法包括从第一用户接收代理指定。 代理指定包括被指定为处理第一用户的呼叫的代理用户。 该方法还包括建立与代理用户的第二连接并且通过第二连接来检测代理用户的存在。

公开(公告)号：US20070011678A1

公开(公告)日：2007-01-11

申请号：US11177519

申请日：2005-07-07

Applicant: Johnny Lee ,  Labhesh Patel ,  David Lee ,  Fadi Jabbour

Inventor： Johnny Lee ,  Labhesh Patel ,  David Lee ,  Fadi Jabbour

IPC: G06F9/46

CPC classification number: G06Q10/109 ,  G06Q10/02 ,  G06Q10/025 ,  G06Q10/06311

Abstract: A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.

Abstract translation: 列出共享任务的模板在第一个设备处被接收。 该模板也与多个其他设备并行分布。 当接收到指示已经执行了动作的信息时，在第一设备和其他设备处更新模板以指示已经执行了动作。

公开(公告)号：US20070011498A1

公开(公告)日：2007-01-11

申请号：US11176836

申请日：2005-07-06

Applicant: Shmuel Shaffer ,  Joseph Khouri ,  Gebran Chahrouri ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Joseph Khouri ,  Gebran Chahrouri ,  Labhesh Patel

IPC: G06F11/00

CPC classification number: G06F11/0784 ,  G06F11/0709 ,  G06Q10/00 ,  H04L12/66

Abstract: A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.

Abstract translation: 在错误通知中使用存在信息的方法包括检测与软件系统的操作有关的错误，并且响应于检测到错误来执行工作流程以确定错误传输信息指令。 该方法包括使用存在信息来识别用于接收错误信息的一个或多个目标，基于工作流的执行并将错误信息发送到一个或多个识别的目标。

公开(公告)号：US20060265347A1

公开(公告)日：2006-11-23

申请号：US11133915

申请日：2005-05-20

Applicant: Denise Caballero-McCann ,  Stephen Levy ,  John Toebes ,  Labhesh Patel ,  Shmuel Shaffer

Inventor： Denise Caballero-McCann ,  Stephen Levy ,  John Toebes ,  Labhesh Patel ,  Shmuel Shaffer

IPC: G06F17/30

CPC classification number: H04L67/24 ,  H04L29/06027 ,  H04L51/04 ,  H04L51/14 ,  H04L67/306 ,  H04L67/327 ,  H04M3/42374

Abstract: A system and method for providing interactive communications includes receiving a communication from an originator destined for a persona. An identity of the persona is determined and one or more rules associated with the identity of the persona is determined. Presence information of the persona is obtained. The communication is sent to the persona in accordance with the determination of the identity of the persona, the one or more rules associated with the identity, and the presence information of the persona.

Abstract translation: 用于提供交互式通信的系统和方法包括接收来自发往人的目的地的通信。 确定角色的身份，并确定与角色的身份相关联的一个或多个规则。 获得角色的存在信息。 根据角色身份的确定，与身份相关联的一个或多个规则以及角色的存在信息，将该通信发送到角色。

公开(公告)号：US20060239440A1

公开(公告)日：2006-10-26

申请号：US11114599

申请日：2005-04-25

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Joseph Khouri ,  Gebran Chahrouri ,  Mohammed Darwish

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Joseph Khouri ,  Gebran Chahrouri ,  Mohammed Darwish

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M3/5238 ,  H04M2203/402

Abstract: A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.

Abstract translation: 一种用于在自动呼叫分配系统处理呼叫的方法包括：接收与多个代理之一的连接的第一呼叫，并将所述第一呼叫分发给所述多个代理的第一代理。 该方法包括向第一代理呈现与处理第一呼叫相关联的至少一个目标时间，并且基于呼叫参数和服务水平目标修改与处理第一呼叫相关联的至少一个目标时间。 呼叫参数包括包括等待与代理连接的呼叫的队列的状态。 该方法还包括将与处理第一呼叫相关联的至少一个修改的目标时间呈现给第一代理。

公开(公告)号：US20060203994A1

公开(公告)日：2006-09-14

申请号：US11076896

申请日：2005-03-10

Applicant: Shmuel Shaffer ,  Gebran Chahrouri ,  Labhesh Patel ,  Joseph Khouri

Inventor： Shmuel Shaffer ,  Gebran Chahrouri ,  Labhesh Patel ,  Joseph Khouri

IPC: H04M3/00

CPC classification number: H04M3/58 ,  H04M3/51 ,  H04M3/56

Abstract: A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.

Abstract translation: 一种用于在自动呼叫分配系统中传送呼叫的方法包括从呼叫者接收呼叫以与多个代理中的一个进行连接，并将呼叫连接到多个代理的所选择的第一代理。 该方法包括在维持第一代理和呼叫者之间的通信的同时，接收将呼叫转移到多个代理中的另一个代理并请求多个代理的第二代理接收呼叫转移的请求。 该方法还包括通知第一代理人选择第二代理以接收呼叫转移并将呼叫转移给第二代理。

公开(公告)号：US07088814B1

公开(公告)日：2006-08-08

申请号：US10016862

申请日：2001-12-13

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Shantanu Sarkar

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Shantanu Sarkar

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2207/203

Abstract: A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.

Abstract translation: 一种用于处理自动呼叫分配器系统的呼叫的方法包括从用户接收与具有多种技能之一的多个代理之一的连接的请求。 在特定实施例中，通过使用包括沿着用户和优选代理之间的通信路径可用的网络资源的变量的统计分析来选择多个代理的优选代理，以及将用户与优选代理连接的影响 向未来的用户提供多种技能的普遍独特技能的可用性。 用户与首选代理连接，优选的代理具有多种技能之一。

公开(公告)号：US20060050658A1

公开(公告)日：2006-03-09

申请号：US10937816

申请日：2004-09-09

Applicant: Shmuel Shaffer ,  Cullen Jennings ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Cullen Jennings ,  Labhesh Patel

IPC: H04L12/16

CPC classification number: H04M7/0027 ,  H04M3/5166 ,  H04M3/56

Abstract: A method for providing a conference service includes hosting a conference between a plurality of endpoints and communicating at least one media stream received from at least one of the plurality of endpoints to the remaining plurality of endpoints. The method also includes receiving a request to block communication of the at least one media stream to a first endpoint of the plurality of endpoints and blocking communication of the at least one media stream to the first endpoint.

Abstract translation: 一种用于提供会议服务的方法包括在多个端点之间主办会议并将从多个端点中的至少一个接收的至少一个媒体流传送到剩余的多个端点。 该方法还包括接收阻止至少一个媒体流的通信到多个端点的第一端点的请求，并阻止至少一个媒体流到第一端点的通信。

公开(公告)号：US20050260974A1

公开(公告)日：2005-11-24

申请号：US10851317

申请日：2004-05-21

Applicant: Johnny Lee ,  Aristotle Cruz ,  Fadi Jabbour ,  David Lee ,  Labhesh Patel

Inventor： Johnny Lee ,  Aristotle Cruz ,  Fadi Jabbour ,  David Lee ,  Labhesh Patel

IPC: H04L12/58 ,  H04L29/08 ,  H04M11/10

CPC classification number: H04L67/24 ,  H04L51/04 ,  H04M11/10

Abstract: A method for communicating a reminder message includes establishing a first connection between a user and a reminder center. The method includes communicating, from the user to the reminder center, a reminder time. The method also includes scheduling a reminder message at the reminder center, and terminating the first connection between the user and the reminder center. The method includes selecting, at the reminder center, a preferred endpoint associated with the user, from a plurality of endpoints associated with the user. The method also includes attempting to establish a second connection between the user and the reminder center, using the preferred endpoint associated with the user, at is approximately the reminder time, and communicating the reminder message from the reminder center to the user.

Abstract translation: 用于传达提醒消息的方法包括建立用户和提醒中心之间的第一连接。 该方法包括从用户向提醒中心传达提醒时间。 该方法还包括在提醒中心处调度提醒消息，并终止用户和提醒中心之间的第一连接。 所述方法包括在提醒中心从与用户相关联的多个端点中选择与用户相关联的优选端点。 该方法还包括尝试在大约提醒时间使用与用户相关联的优选端点来建立用户与提醒中心之间的第二连接，以及将提醒消息从提醒中心传送给用户。

公开(公告)号：US20050213563A1

公开(公告)日：2005-09-29

申请号：US10807784

申请日：2004-03-23

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Cullen Jennings

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Cullen Jennings

IPC: H04L12/28 ,  H04L29/08

CPC classification number: H04L67/24

Abstract: In one embodiment, a method for presence-based management in a communication network includes, using IM, discovering one or more network devices in a communication network. The network devices couple two or more endpoints to each other and enable communication between a first one of the endpoints and one or more second ones of the endpoints. The method also includes, using IM, obtaining presence information on the discovered network devices from the discovered network devices and, using the presence information on the discovered network devices from the discovered network devices, maintaining presence data associated with the discovered network devices.

Abstract translation: 在一个实施例中，在通信网络中用于基于在线的管理的方法包括使用IM发现通信网络中的一个或多个网络设备。 网络设备将两个或多个端点彼此耦合，并且实现端点中的第一端点与端点中的一个或多个第二端点之间的通信。 该方法还包括使用IM从所发现的网络设备获取所发现的网络设备上的存在信息，并且使用来自所发现的网络设备的所发现的网络设备上的呈现信息来维护与所发现的网络设备相关联的在线数据。