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    Method and system for receiving call center feedback
    1.
    发明申请
    Method and system for receiving call center feedback 审中-公开
    接收呼叫中心反馈的方法和系统

    公开(公告)号：US20070160054A1

    公开(公告)日：2007-07-12

    申请号：US11330727

    申请日：2006-01-11

    申请人： Shmuel Shaffer ,  Labhesh Patel ,  Denise Caballero-McCann ,  Joseph Khouri

    发明人： Shmuel Shaffer ,  Labhesh Patel ,  Denise Caballero-McCann ,  Joseph Khouri

    IPC分类号： H04L12/56 ,  H04J3/14

    CPC分类号： H04M3/5175 ,  H04M3/523 ,  H04M3/5231

    摘要： A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.

    摘要翻译： 一种用于在呼叫中心接收反馈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，并将该呼叫分发给多个代理的第一代理。 该方法包括发起与呼叫者和第一代理进行第一通信会话以处理呼叫。 该方法还包括发起与呼叫者的第二通信会话。 第二通信会话包括与第一通信会话并行的反馈会话。 该方法还包括从呼叫者接收与呼叫者和第一代理之间的第一通信会话相关的反馈。

    System and method for executing a multi-modal transfer in a session initiation protocol (SIP) environment
    4.
    发明申请
    System and method for executing a multi-modal transfer in a session initiation protocol (SIP) environment 审中-公开
    在会话发起协议（SIP）环境中执行多模式传输的系统和方法

    公开(公告)号：US20060104259A1

    公开(公告)日：2006-05-18

    申请号：US10989017

    申请日：2004-11-15

    申请人： Denise Caballero-McCann ,  Stephen Levy

    发明人： Denise Caballero-McCann ,  Stephen Levy

    IPC分类号： H04L12/66

    CPC分类号： H04L29/06027 ,  H04L65/1006 ,  H04L67/14

    摘要： A method for communicating data in a session initiation protocol (SIP) environment is provided that includes initiating a SIP communication session that involves a first endpoint and a second endpoint. The method also includes identifying a portion of data that resides in a network and communicating the data to the second endpoint. In more particular embodiments, the method may further include identifying a uniform resource locator that includes the data and directing the second endpoint to the uniform resource locator.

    摘要翻译： 提供了一种用于在会话发起协议（SIP）环境中传送数据的方法，其包括发起涉及第一端点和第二端点的SIP通信会话。 该方法还包括识别驻留在网络中并将数据传送到第二端点的数据的一部分。 在更具体的实施例中，该方法还可以包括识别包括数据并将第二端点指向统一资源定位符的统一资源定位符。

    System and method for employing state information to enhance network functionality
    5.
    发明申请
    System and method for employing state information to enhance network functionality 有权
    采用状态信息来增强网络功能的系统和方法

    公开(公告)号：US20070263814A1

    公开(公告)日：2007-11-15

    申请号：US11378602

    申请日：2006-03-17

    申请人： Mukul Jain ,  Shmuel Shaffer ,  Denise Caballero-Mccann ,  Labhesh Patel

    发明人： Mukul Jain ,  Shmuel Shaffer ,  Denise Caballero-Mccann ,  Labhesh Patel

    IPC分类号： H04M3/42

    CPC分类号： H04L29/06027 ,  H04L65/1096 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/42374 ,  H04M3/424 ,  H04M3/48 ,  H04M2203/1008

    摘要： A system and method for enabling an enhanced camp-on feature for a communications device. In an illustrative embodiment, the system includes a first mechanism for providing information pertaining to why a first user of a first communications device is unable to be contacted. A second mechanism enables a second user of a second communications device to make a camp-on selection based on the information. In a more specific embodiment, the information includes state information pertaining to the first communications device. The first means includes a fist module running on the first communications device. The first module is adapted to selectively relay the state information to an entity connected to the network. In the specific embodiment, the entity connected to the network includes Private Branch exchange (PBX) system.

    摘要翻译： 一种用于启用用于通信设备的增强的驻留特征的系统和方法。 在说明性实施例中，系统包括用于提供关于为什么第一通信设备的第一用户不能被联系的信息的第一机制。 第二机制使得第二通信设备的第二用户能够基于该信息进行驻留选择。 在更具体的实施例中，信息包括属于第一通信设备的状态信息。 第一装置包括在第一通信设备上运行的第一模块。 第一模块适于将状态信息选择性地中继到连接到网络的实体。 在具体实施例中，连接到网络的实体包括专用交换机（PBX）系统。

    Method and system for providing a camp-on service for a network service
    6.
    发明申请
    Method and system for providing a camp-on service for a network service 有权
    为网络服务提供上网服务的方法和系统

    公开(公告)号：US20070201657A1

    公开(公告)日：2007-08-30

    申请号：US11352074

    申请日：2006-02-09

    申请人： Shmuel Shaffer ,  Labhesh Patel ,  Denise Caballero-McCann

    发明人： Shmuel Shaffer ,  Labhesh Patel ,  Denise Caballero-McCann

    IPC分类号： H04M3/42

    CPC分类号： H04M3/42374 ,  H04L67/24

    摘要： A method for providing a camp-on service for a network service includes detecting a request from a user for access to a network service and detecting that the network service is unavailable. The method includes subscribing the user to a camp-on service for the network service. The method includes detecting that the network service is available and notifying the user that the network service is available.

    摘要翻译： 一种用于提供网络服务的驻留服务的方法包括：检测来自用户的访问网络服务的请求，并检测网络服务不可用。 该方法包括将用户订阅用于网络服务的驻留服务。 该方法包括检测网络服务可用，并通知用户网络服务可用。

    Techniques for task management using presence
    8.
    发明申请
    Techniques for task management using presence 有权
    使用存在的任务管理技术

    公开(公告)号：US20070094661A1

    公开(公告)日：2007-04-26

    申请号：US11255828

    申请日：2005-10-22

    申请人： Randall Baird ,  Labhesh Patel ,  Denise Caballero-McCann ,  Shmuel Shaffer

    发明人： Randall Baird ,  Labhesh Patel ,  Denise Caballero-McCann ,  Shmuel Shaffer

    IPC分类号： G06F9/46

    CPC分类号： G06Q10/06 ,  G06Q10/109

    摘要： Techniques for scheduling a task include receiving task data and quorum data. Task data describes tasks to be performed by one or more participants. Quorum data indicates a participant set of one or more participants to perform each task. Current user data may also be received. Current user data describes a current task set of one or more tasks currently being performed by a particular participant. Either or both of the task data and the current user data describe interruptibility through a particular medium of a plurality of communications media. A particular time interval to schedule a particular task is determined based at least in part on the interruptibility of the task or the particular participant. These techniques allow either or both unscheduled tasks and previously scheduled tasks to be moved to time intervals that overlap other scheduled tasks, including tasks currently being performed by a participant.

    摘要翻译： 用于调度任务的技术包括接收任务数据和法定数据。 任务数据描述要由一个或多个参与者执行的任务。 法定人数数据表示执行每项任务的一个或多个参与者的参与者组。 还可以接收当前用户数据。 当前用户数据描述当前由特定参与者执行的一个或多个任务的当前任务集。 任务数据和当前用户数据中的一个或两个都描述了通过多个通信介质的特定介质的中断。 至少部分地基于任务或特定参与者的中断来确定调度特定任务的特定时间间隔。 这些技术允许任何一个或两个非预定任务或先前调度的任务移动到与其他计划任务重叠的时间间隔，包括当前由参与者执行的任务。

    User interface for call history
    9.
    发明申请
    User interface for call history 有权
    通话记录的用户界面

    公开(公告)号：US20070036133A1

    公开(公告)日：2007-02-15

    申请号：US11186580

    申请日：2005-07-21

    申请人： Cullen Jennings ,  Louis Pratt ,  Denise Caballero-Mccann

    发明人： Cullen Jennings ,  Louis Pratt ,  Denise Caballero-Mccann

    IPC分类号： H04L12/66

    CPC分类号： H04L29/06027 ,  H04L29/12122 ,  H04L61/1547 ,  H04L65/1006

    摘要： Techniques for using call history for voice data over a packet-switched network includes receiving call history data that indicates a redirected network identity that served as a target of a particular voice data session from a particular calling party. The redirected network identity is different from both a caller network identity that identifies the particular calling party, and a current target network identity that identifies a current target party of the particular voice data session. A call history display composition is formed that indicates at least that the redirected network identity exists. The call history display composition is presented for viewing by at least one of the particular calling party and the current target party. These technique allow a party to redirected communications to easily call or save the network address of a former target of the call.

    摘要翻译： 用于在分组交换网络上使用语音数据的呼叫历史的技术包括：接收来自特定主叫方的指示被重定向的网络身份作为特定语音数据会话的目标的呼叫历史数据。 重定向的网络身份与识别特定主叫方的呼叫者网络身份以及标识特定语音数据会话的当前目标方的当前目标网络身份不同。 形成了至少指示重定向网络身份存在的呼叫历史显示组合。 提供呼叫历史显示组合以供特定呼叫方和当前目标方中的至少一个观看。 这些技术允许一方重定向通信以容易地呼叫或保存呼叫的以前目标的网络地址。