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1.发明授权Methods and systems for providing capability management and user administration 有权提供能力管理和用户管理的方法和系统公开(公告)号：US07870270B1
公开(公告)日：2011-01-11
申请号：US10898110
申请日：2004-07-23
IPC分类号： G06F15/16 , G06F15/173
CPC分类号： G06F17/3048
摘要： Providing capabilities management and user administration may include assigning a first profile including at least one role to a first user, the first profile having a first privilege comprising a first function and having a corresponding first target role set comprising at least one role. In addition, providing capabilities management and user administration may include assigning a second profile comprising at least one role to a second user. Furthermore, providing capabilities management and user administration may include providing the first user the ability to perform the first privilege on the second user if each role in the second profile has a corresponding matching role in the first target role set.
摘要翻译： 提供能力管理和用户管理可以包括向第一用户分配包括至少一个角色的第一简档，第一简档具有包括第一功能的第一特权并具有包括至少一个角色的对应的第一目标角色集。 此外，提供能力管理和用户管理可以包括向第二用户分配包括至少一个角色的第二简档。 此外，提供能力管理和用户管理可以包括如果第二配置文件中的每个角色在第一目标角色集合中具有对应的匹配角色，则可以向第一用户提供对第二用户执行第一权限的能力。
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2.发明申请METHOD AND SYSTEM OF PROVIDING SERVICE ASSISTANCE USING A HIERARCHICAL ORDER OF COMMUNICATION CHANNELS 审中-公开使用通信信道分层次提供服务协助的方法和系统公开(公告)号：US20100324961A1
公开(公告)日：2010-12-23
申请号：US12490039
申请日：2009-06-23
CPC分类号： G06Q30/016 , G06Q10/10
摘要： An approach provides service assistance using a hierarchical order of communication channels. Service requests are received from a user. A plurality of different modes of communication functionality can be made available for interactivity with the user. A hierarchical order of the modes can be established in relation to the respective degree of communication interactivity. The mode of least degree of communication interactivity in the hierarchical order can be selected for initial communication with the user in response to the request for service. After communicating with the user in accordance with the selected mode, communication with the user can be changed to a communication mode higher in the hierarchical order if the service request has not been resolved.
摘要翻译： 一种方法使用通信信道的分级顺序提供服务协助。 从用户接收到服务请求。 可以使多种不同的通信功能模式可用于与用户的交互性。 可以根据相应的通信交互度来建立模式的分层次序。 响应于服务请求，可以选择与用户进行初始通信的层次顺序中的最小通信交互度的模式。 在根据所选择的模式与用户进行通信之后，如果服务请求尚未解决，则与用户的通信可以被改变为更高级别的通信模式。
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公开(公告)号：US20130003957A1
公开(公告)日：2013-01-03
申请号：US13173265
申请日：2011-06-30
申请人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
发明人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
IPC分类号： H04M3/42
CPC分类号： H04M3/5166 , H04M3/493 , H04M2203/252
摘要： A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.
摘要翻译： 用户设备可以经由图形用户界面显示与由交互式语音响应（IVR）系统用于转发呼叫的语音菜单相关联的问题。 用户设备可以经由图形用户界面获得用户对问题的响应。 此外，用户设备可以向远程设备发送与用户对问题的响应相对应的信息。 远程设备可以查询IVR系统来识别呼叫中心中的呼叫中心，其配置文件与信息匹配，从IVR系统获取呼叫代理的联系人信息，并将联系人信息发送给用户设备。 此外，用户设备可以从远程设备接收联系人信息，并经由图形用户界面显示联系人信息。
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公开(公告)号：US09130892B2
公开(公告)日：2015-09-08
申请号：US13532363
申请日：2012-06-25
申请人： Amit Singh , Chad E. Young , Minbao Li , Tarun Jindal , Mark Studness , Roopa Kotha
发明人： Amit Singh , Chad E. Young , Minbao Li , Tarun Jindal , Mark Studness , Roopa Kotha
IPC分类号： G06F3/048 , G06F15/16 , G06F17/20 , G06F17/30 , G06F17/00 , G06F3/01 , H04L12/58 , G06Q30/00 , H04L12/18
CPC分类号： H04L51/04 , G06Q30/01 , H04L12/1813 , H04L51/10
摘要： A system may initiate a chat session between a first user device and a second user device, may receive a desired attribute associated with a multimedia item, and may provide information associated with multimedia items based on the desired attribute. The system may receive a selection of information associated with a multimedia item, may provide the multimedia item to the first user device based on the selection, and may enable the first user device to share the multimedia item with the second user device via the chat session. The system may receive an annotation to the multimedia item to generate an annotated multimedia item, and may enable the first user device and the second user device to share the annotated multimedia item via the chat session.
摘要翻译： 系统可以在第一用户设备和第二用户设备之间发起聊天会话，可以接收与多媒体项目相关联的期望属性，并且可以基于所需属性来提供与多媒体项目相关联的信息。 该系统可以接收与多媒体项目相关联的信息选择，可以基于该选择将多媒体项目提供给第一用户设备，并且可以使第一用户设备能够经由聊天会话与第二用户设备共享多媒体项目 。 系统可以接收多媒体项目的注释以生成带注释的多媒体项目，并且可以使得第一用户设备和第二用户设备能够经由聊天会话来共享带注释的多媒体项目。
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公开(公告)号：US20130346885A1
公开(公告)日：2013-12-26
申请号：US13532363
申请日：2012-06-25
申请人： Amit SINGH , Chad E. YOUNG , Minbao LI , Tarun JINDAL , Mark STUDNESS , Roopa KOTHA
发明人： Amit SINGH , Chad E. YOUNG , Minbao LI , Tarun JINDAL , Mark STUDNESS , Roopa KOTHA
IPC分类号： G06F3/01
CPC分类号： H04L51/04 , G06Q30/01 , H04L12/1813 , H04L51/10
摘要： A system may initiate a chat session between a first user device and a second user device, may receive a desired attribute associated with a multimedia item, and may provide information associated with multimedia items based on the desired attribute. The system may receive a selection of information associated with a multimedia item, may provide the multimedia item to the first user device based on the selection, and may enable the first user device to share the multimedia item with the second user device via the chat session. The system may receive an annotation to the multimedia item to generate an annotated multimedia item, and may enable the first user device and the second user device to share the annotated multimedia item via the chat session.
摘要翻译： 系统可以在第一用户设备和第二用户设备之间发起聊天会话，可以接收与多媒体项目相关联的期望属性，并且可以基于所需属性来提供与多媒体项目相关联的信息。 该系统可以接收与多媒体项目相关联的信息选择，可以基于该选择将多媒体项目提供给第一用户设备，并且可以使第一用户设备能够经由聊天会话与第二用户设备共享多媒体项目 。 系统可以接收多媒体项目的注释以生成带注释的多媒体项目，并且可以使得第一用户设备和第二用户设备能够经由聊天会话来共享带注释的多媒体项目。
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公开(公告)号：US08520830B2
公开(公告)日：2013-08-27
申请号：US13173265
申请日：2011-06-30
申请人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
发明人： Amit Singh , Patrick Smith , Vijay Arumugam , Roopa Kotha , Fariborz Ebrahimi
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/493 , H04M2203/252
摘要： A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.
摘要翻译： 用户设备可以经由图形用户界面显示与由交互式语音响应（IVR）系统用于转发呼叫的语音菜单相关联的问题。 用户设备可以经由图形用户界面获得用户对问题的响应。 此外，用户设备可以向远程设备发送与用户对问题的响应相对应的信息。 远程设备可以查询IVR系统来识别呼叫中心中的呼叫中心，其配置文件与信息匹配，从IVR系统获取呼叫代理的联系人信息，并将联系人信息发送给用户设备。 此外，用户设备可以从远程设备接收联系人信息，并经由图形用户界面显示联系人信息。
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公开(公告)号：US20090003579A1
公开(公告)日：2009-01-01
申请号：US11771229
申请日：2007-06-29
IPC分类号： H04M3/42
CPC分类号： H04M3/523 , H04M3/4938 , H04M7/0045 , H04M2203/2011
摘要： An approach is disclosed for providing call deflection. A voice call or chat is initiated by a user to an agent to satisfy an inquiry is received. The voice call/chat is placed in a call/chat queue. The voice call/chat is deflected by invoking a data application that is accessed by the user over a data session to address the inquiry, wherein the voice call/chat is terminated if the inquiry is satisfied by through the data application.
摘要翻译： 公开了一种用于提供呼叫偏转的方法。 语音呼叫或聊天由用户发起到代理以满足接收到的查询。 语音呼叫/聊天被放置在呼叫/聊天队列中。 通过调用由用户通过数据会话访问以解决查询的数据应用程序来偏移语音呼叫/聊天，其中如果通过数据应用来满足查询，则终止语音呼叫/聊天。
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