公开(公告)号：US08224922B1

公开(公告)日：2012-07-17

申请号：US11122717

申请日：2005-05-05

申请人： Patrick Hession ,  Arik Elberse ,  John Duncan ,  Lee Dalsu

发明人： Patrick Hession ,  Arik Elberse ,  John Duncan ,  Lee Dalsu

IPC分类号： G06F15/16

CPC分类号： H04L67/02 ,  H04M3/4938 ,  H04M3/51 ,  H04M2203/355

摘要： The present invention recognizes that there is a need to enable scripts or rules within workflow engines to be more dynamic, more easily created, more easily interpreted by other software entities and moreover to enable many different media types to be provided rather than only one such as voice. The present invention addresses this by making use of new types of web-based scripting applications such as VXML and SALT. One or more new commands are added to existing workflow engines to enable them to instruct media servers to access web-based instructions. Those web-based instructions are then executed at the media server to provide additional media treatment control.

摘要翻译： 本发明认识到，需要使得工作流引擎内的脚本或规则能够被其他软件实体更动态化，更容易地创建，更容易地解释，而且能够提供许多不同的媒体类型，而不仅仅是提供诸如 语音。 本发明通过利用诸如VXML和SALT之类的基于web的脚本应用程序的新类型来解决这个问题。 将一个或多个新命令添加到现有工作流引擎中，以使其能够指示媒体服务器访问基于Web的指令。 然后在媒体服务器上执行那些基于web的指令，以提供额外的媒体处理控制。

公开(公告)号：US07457404B1

公开(公告)日：2008-11-25

申请号：US10741518

申请日：2003-12-19

申请人： Patrick Hession ,  Tony McCormack ,  James Hickey

发明人： Patrick Hession ,  Tony McCormack ,  James Hickey

IPC分类号： H04M3/523 ,  H04M1/64

CPC分类号： H04M3/5175 ,  G10L15/1815 ,  G10L15/26 ,  G10L2015/088 ,  H04M2201/14 ,  H04M2201/40

摘要： A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.

摘要翻译： 监视联络中心的代理和该联络中心的用户之间的通信会话的方法涉及分析来自会话的数据以定位指示在通信会话中需要干预的情况的数据模式，例如长时间的沉默， 从存储的列表中呼叫或者一个或多个单词和短语。 分析还可以查找指示代理可能受益于联络中心可用的附加信息（例如帮助设施或访问关于用户的信息）的情况的数据模式。 在识别这样的数据模式时，向联络中心的系统发出警报，以通知人类主管或自动系统干预通信会话或向代理人提供附加信息。

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：US20090210524A1

公开(公告)日：2009-08-20

申请号：US12417334

申请日：2009-04-02

申请人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

发明人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

IPC分类号： G06F15/16

CPC分类号： H04L29/12594 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12047 ,  H04L61/15 ,  H04L61/307 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/2814 ,  H04L67/2842 ,  H04M3/51 ,  H04M7/006

摘要： A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.

摘要翻译： 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。 或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定 来自统计信息的请求。

公开(公告)号：US07403607B2

公开(公告)日：2008-07-22

申请号：US10743971

申请日：2003-12-23

申请人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

发明人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

IPC分类号： H04M3/00

CPC分类号： H04L12/66

摘要： Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

摘要翻译： 安排多种类型的联络中心，使得联络中心代理和客户或其他最终用户之间的通信取决于或取决于联络中心本身的成功操作。 但是，如果联络中心出于任何原因不工作，则不能在代理和最终用户之间指导联系人。 这通过在最终用户和联络中心代理之间引导联系来解决，而不需要联络中心本身的操作。 为了实现这一点，在通信网络节点处制作，存储和优先化联络中心代理地址和联络中心地址之间的多个关联。

公开(公告)号：US20120158848A1

公开(公告)日：2012-06-21

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： G06F15/16

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：US08036370B2

公开(公告)日：2011-10-11

申请号：US10732645

申请日：2003-12-10

申请人： Kevin Gallagher ,  Shane McCarron ,  Thomas O'Rourke ,  Patrick Hession

发明人： Kevin Gallagher ,  Shane McCarron ,  Thomas O'Rourke ,  Patrick Hession

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M7/006 ,  H04M2203/551

摘要： Contact centers typically have an entry process to receive incoming contacts and distribute those appropriately amongst agents associated with the contact center. This entry process is often complex and time consuming. This invention allows users of the contact centre to reach a particular agent without undergoing the entry process. This is achieved without compromising security or giving away details about the agents.

摘要翻译： 联络中心通常具有接收传入联系人的进入过程，并且在与联络中心相关联的代理之间进行适当分配。 此输入过程通常是复杂且耗时的。 本发明允许联络中心的用户到达特定代理而不经历进入。 这是在不影响安全性或传递有关代理的详细信息的情况下实现的。

公开(公告)号：US07769161B1

公开(公告)日：2010-08-03

申请号：US10738489

申请日：2003-12-17

申请人： Patrick Hession ,  Tony McCormack ,  Arik Elberse

发明人： Patrick Hession ,  Tony McCormack ,  Arik Elberse

IPC分类号： H04M3/00 ,  G06F15/16 ,  G06Q10/00

CPC分类号： H04M3/51 ,  G06Q10/06 ,  H04M3/4234

摘要： One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.

摘要翻译： 联络中心提供商面临的一个问题是如何最有效地平衡有限的联络中心资源与提供良好的客户服务的需求。 本发明通过使联络中心能够使用诸如自由联络中心代理和媒体服务器之类的外部资源来解决这个问题。 这是通过这样的方式实现的，即这些外部资源由联络中心控制，其使用对联络中心的最终用户是有效透明的。

公开(公告)号：US20050135335A1

公开(公告)日：2005-06-23

申请号：US10743971

申请日：2003-12-23

申请人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

发明人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

IPC分类号： H04L12/66

CPC分类号： H04L12/66

摘要： Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents,.without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

摘要翻译： 安排多种类型的联络中心，使得联络中心代理和客户或其他最终用户之间的通信取决于或取决于联络中心本身的成功操作。 但是，如果联络中心出于任何原因不工作，则不能在代理和最终用户之间指导联系人。 这通过指导终端用户和联络中心代理之间的联系来解决，而不需要联络中心本身的操作。 为了实现这一点，在通信网络节点处制作，存储和优先化联络中心代理地址和联络中心地址之间的多个关联。

公开(公告)号：US08934477B2

公开(公告)日：2015-01-13

申请号：US12417334

申请日：2009-04-02

申请人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

发明人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

IPC分类号： H04L12/66 ,  H04L29/06 ,  H04L29/12 ,  H04L29/08 ,  H04M3/51 ,  H04M7/00

CPC分类号： H04L29/12594 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12047 ,  H04L61/15 ,  H04L61/307 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/2814 ,  H04L67/2842 ,  H04M3/51 ,  H04M7/006

摘要： A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact center or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.

摘要翻译： 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。 或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定 来自统计信息的请求。