公开(公告)号：US6115746A

公开(公告)日：2000-09-05

申请号：US954364

申请日：1997-10-20

申请人： Randal Eugene Waters ,  Michael Keith Kielhofer

发明人： Randal Eugene Waters ,  Michael Keith Kielhofer

IPC分类号： H04Q3/00 ,  G06F15/16

CPC分类号： H04Q3/0054

摘要： An apparatus for use in an advanced intelligent network (AIN) having a service control point (SCP) . The apparatus includes a number of functional components "abstracted" into a control hierarchy including a rules engine, one or more enhanced service applications, one or more intelligent peripheral controllers, and a set of intelligent peripheral adapters. The rules engine supports one or more rules for use in provisioning an enhanced service according to the enhanced service application. Each enhanced service (ES) application translates each rule required by the application into a set of one or more application level service primitives for its associated IPC. The IPC, in turn, translates each application level service primitive into a set of directives to control each intelligent peripheral adapter (IPA) connected to the IPC. At the lowest level of the hierarchy, an IPA translates each IPA directive into actual hardware instructions for controlling a particular switch or resource.

摘要翻译： 一种用于具有业务控制点（SCP）的高级智能网络（AIN）的装置。 该装置包括“抽象”到包括规则引擎，一个或多个增强型服务应用，一个或多个智能外围控制器和一组智能外围适配器的控制层级中的多个功能组件。 规则引擎支持根据增强型服务应用使用增强服务的一个或多个规则。 每个增强型服务（ES）应用程序将应用程序所需的每个规则转换为用于其关联的IPC的一个或多个应用程序级服务原语的集合。 IPC又将每个应用级服务原语转换成一组指令，以控制连接到IPC的每个智能外设适配器（IPA）。 在层次结构的最底层，IPA将每个IPA指令转换为用于控制特定交换机或资源的实际硬件指令。

公开(公告)号：US5911134A

公开(公告)日：1999-06-08

申请号：US597370

申请日：1990-10-12

申请人： Ronald M. Castonguay ,  Gary B. Crockett

发明人： Ronald M. Castonguay ,  Gary B. Crockett

IPC分类号： G06Q10/06 ,  H04M3/36 ,  H04M3/523 ,  G06F17/60

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312 ,  G06Q10/06314 ,  G06Q10/06315 ,  H04M3/36 ,  H04M3/523 ,  H04M2203/402

摘要： A method for planning, scheduling and managing personnel in an environment in which there is a varying workload by time of day and by day of week to be staffed with a team having a variable number of servers. The method begins by organizing the team of servers into a plurality of management units, each management unit having one or more groups of individual servers. One or more tour templates, each describing a bounded work shift having work rules and operating constraints, are then defined. A forecast is then generated of an event load expected to occur during a forecast time period and a number of servers required to service the expected event load during the forecast time period. The method then allocates expected event load among the plurality of management units according to a predetermined number of servers expected to be available at each management unit during the forecast time period. Thereafter, the tour templates are correlated with the forecast to generate a set of tours for each management unit, each tour defining a work schedule for the forecast time period for a theoretical server of the management unit. The individual servers of each management unit are then assigned to to the generated tours for the management unit.

摘要翻译： 一种在一个环境中规划，调度和管理人员的方法，在这种环境中，工作量随着时间的推移而变化，这些环境中的工作时间会随着时间的推移而变化，而且这些工作人员的工作时间会随着时间的推 该方法开始于将服务器组组织成多个管理单元，每个管理单元具有一个或多个单独的服务器组。 然后定义一个或多个旅游模板，每个旅游模板描述具有工作规则和操作约束的有界工作班次。 然后，预测将在预测时间段内预期发生的事件负载和在预测时间段期间服务预期事件负载所需的服务器数量的预测。 然后，该方法在预测时间段期间根据预期在每个管理单元可用的预定数量的服务器在多个管理单元之间分配预期事件负载。 此后，旅游模板与预测相关联，以便为每个管理单元生成一组旅游，每个旅游定义管理单元的理论服务器的预测时间段的工作时间表。 然后将每个管理单元的各个服务器分配给管理单元的生成的旅游。

公开(公告)号：US08050955B2

公开(公告)日：2011-11-01

申请号：US12131588

申请日：2008-06-02

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

发明人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

IPC分类号： G06Q10/00

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。

公开(公告)号：US11620602B2

公开(公告)日：2023-04-04

申请号：US17728303

申请日：2022-04-25

申请人： IEX Corporation

发明人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

IPC分类号： G06Q10/0639 ,  G06Q10/0631

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US20200372425A1

公开(公告)日：2020-11-26

申请号：US16988813

申请日：2020-08-10

申请人： IEX Corporation

发明人： Eshai LIVNE ,  Itai NAHSHON ,  Paul Harold LEAMON

IPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US10783474B2

公开(公告)日：2020-09-22

申请号：US13340177

申请日：2011-12-29

申请人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

发明人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

IPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US20130110588A1

公开(公告)日：2013-05-02

申请号：US13282047

申请日：2011-10-26

申请人： Eshai Livne ,  Yizhar Ronen ,  Brenda Kay Hansen ,  Paul Harold Leamon

发明人： Eshai Livne ,  Yizhar Ronen ,  Brenda Kay Hansen ,  Paul Harold Leamon

IPC分类号： G06Q10/06

CPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data.

摘要翻译： 实时活动监视器（RTAM）在后台环境中与机器（例如桌面）相关联或与之相关联，以自动跟踪和记录桌面处理活动，应用程序使用以及手动处理。 实时活动监视器提供了客户端桌面上实时任务处理的可见性，使企业能够解决数据暴露的后台操作低效问题。

公开(公告)号：US07085728B2

公开(公告)日：2006-08-01

申请号：US09919302

申请日：2001-07-31

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

发明人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

IPC分类号： G06F17/60

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标（如某种联系人类型的处理速度）快速传播到后续期间。 在联系人传播之后，每个时期都确定要处理的总人数，并从中计算人员需求。

公开(公告)号：US07058589B1

公开(公告)日：2006-06-06

申请号：US09465690

申请日：1999-12-17

申请人： Paul H. Leamon ,  Charles W. Gulledge

发明人： Paul H. Leamon ,  Charles W. Gulledge

IPC分类号： G06Q90/00

CPC分类号： G06Q10/00 ,  G06Q10/06311 ,  G06Q10/06398 ,  Y10S707/99933

摘要： A method is provided for assigning a group of agents to a plurality of available schedules, including determining preferences for a plurality of factors for each agent. Each agent provides an order of importance for the plurality of factors. For each factor, a difference value for that factor between a preliminarily assigned schedule (or pool of unassigned schedules) and each agent's preference for that factor is determined. The difference value for each factor is assigned to a vector for each agent. Then, for each agent, a vector for each schedule not assigned to that agent is determined. Vectors for every other agent are also calculated for every schedule swap involving the current agent. The schedule having the lowest vector is then assigned for each agent.

摘要翻译： 提供了一种用于将一组代理分配给多个可用计划的方法，包括为每个代理确定多个因素的偏好。 每个代理为多个因素提供重要的顺序。 对于每个因素，确定预先分配的日程表（或未分配的日程表池）与每个代理人对该因素的偏好之间的该因素的差值。 每个因子的差值被分配给每个代理的向量。 然后，对于每个代理，确定不分配给该代理的每个进度的向量。 每个其他代理的向量也针对涉及当前代理的每个调度交换计算。 然后为每个代理分配具有最低向量的日程表。

公开(公告)号：US20040098295A1

公开(公告)日：2004-05-20

申请号：US10714017

申请日：2003-11-14

申请人： IEX Corporation

发明人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Barni

IPC分类号： G06F017/60

CPC分类号： G06Q99/00 ,  G06Q50/188 ,  H04M3/5232 ,  H04M2203/402

摘要： The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.

摘要翻译： 本发明提供重新计划工作量。 选择一个时间段 选择期望收到的联系人（CRF）值。 选择所选期间预测要处理的联系人（CHF）值。 计算可以根据代理计划（CHS）处理的联系人量。 处理日内价值（CHI）的联系人是根据这些值确定的，可能还使用实际接收和处理的联系人的价值，也可能使用积压值和/或积压阈值。 然后CHI值作为上一个周期的CHI值，前一个周期的实际处理（CHA）值和其他接触处理度量的函数被覆盖。