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1.发明申请IMPLEMENTING A CONTACT CENTER USING OPEN STANDARDS AND NON-PROPRIETARY COMPONENTS 有权使用开放标准和非专有组件实现联络中心公开(公告)号：US20120219138A1
公开(公告)日：2012-08-30
申请号：US13467498
申请日：2012-05-09
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译： 本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。 开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由， 并且可以提供用于配置和监视实时代理的工具。 在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。 此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。
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公开(公告)号：US20080152121A1
公开(公告)日：2008-06-26
申请号：US11684333
申请日：2007-03-09
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04M2203/357
摘要： The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.
摘要翻译： 本解决方案可以包括使用对话契约进行联络中心交互的方法。 该方法可以包括确定适用于与联络中心通信的呼叫者的上下文的步骤。 可以识别对应于确定的上下文的对话契约。 对话合同可以指定实时联络中心会话的要求。 联络中心可以将呼叫者转接到联络中心代理。 可以进行实时通信会话。 称为代理监视器的软件程序可以在通信会话期间分析呼叫者和联络中心代理的输入，并且可以根据对话契约的要求来自动更新会话文件。 会话文件可以用作通信会话的质量测量。
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3.发明申请USING AN AUTOMATED SPEECH APPLICATION ENVIRONMENT TO AUTOMATICALLY PROVIDE TEXT EXCHANGE SERVICES 有权使用自动语音应用程序环境自动提供文本交换服务公开(公告)号：US20080147395A1
公开(公告)日：2008-06-19
申请号：US11612996
申请日：2006-12-19
CPC分类号： H04L51/04 , H04L51/066 , H04M3/4938 , H04M2201/40 , H04M2201/60
摘要： The present solution includes an automated response method. The method can receive user interactions entered through a real-time text exchange interface. These user interactions with the speech application can be dynamically and automatically converted as necessary into a format consumable by a voice server. A text input API of a voice server can be used to allow the voice server to directly accept text input. Further, automated interactions can be received from the voice server, which are dynamically and automatically converted into a format accepted by the text exchange interface. The text exchange interface can be an off-the-shelf unmodified interface. The speech application can be a VoiceXML based application that lacks an inherent text exchange capability.
摘要翻译： 本解决方案包括自动响应方法。 该方法可以接收通过实时文本交换界面输入的用户交互。 这些与语音应用的用户交互可以根据需要被动态地和自动地转换成语音服务器可消费的格式。 可以使用语音服务器的文本输入API来允许语音服务器直接接受文本输入。 此外，可以从语音服务器接收自动化交互，语音服务器被动态地且自动地转换成文本交换界面所接受的格式。 文本交换界面可以是现成的未修改的界面。 语音应用程序可以是缺少固有文本交换功能的基于VoiceXML的应用程序。
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4.发明申请IMPLEMENTING A CONTACT CENTER USING OPEN STANDARDS AND NON-PROPRIETARY COMPONENTS 有权使用开放标准和非专有组件实现联络中心公开(公告)号：US20080219429A1
公开(公告)日：2008-09-11
申请号：US11680304
申请日：2007-02-28
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译： 本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。 开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由， 并且可以提供用于配置和监视实时代理的工具。 在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。 此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。
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5.发明申请SKILLS BASED ROUTING IN A STANDARDS BASED CONTACT CENTER USING A PRESENCE SERVER AND EXPERTISE SPECIFIC WATCHERS 有权基于标准的基于标准的联络中心使用基于技术的路由使用存在的服务器和专业手表公开(公告)号：US20080205628A1
公开(公告)日：2008-08-28
申请号：US11680839
申请日：2007-03-01
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04L65/40 , H04L67/24 , H04M3/42102 , H04M3/42365 , H04M3/42374 , H04M3/51 , H04M3/5191 , H04M7/006 , H04M2203/6009
摘要： The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.
摘要翻译： 本发明公开了一种用于包括存在服务器，数据存储和一个或多个监视器的联络中心的存在管理系统。 存在服务器可以使用基于基于互联网工程任务组（IETF）的标准的开放标准的基于会话发起协议（SIP）的消息来接受，管理和分发呈现信息。 数据存储可以通信地链接到呈现服务器，并且可以被配置为存储在场信息。 存储的存在信息可以包括多个联络中心代理的存在信息，其中对于每个代理，存储的存在信息包括用于相关联代理的专业知识的元素。 观察者可以订阅由呈现服务器管理的呈现信息。 每个观察者可以对应于独特的专业知识。 与专业知识相关的观察者可以观察具有该专长的所有联络中心代理的存在信息。
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6.发明申请STANDARDS BASED AGENT DESKTOP FOR USE WITH AN OPEN CONTACT CENTER SOLUTION 失效基于标准的代理桌面与开放式联系中心解决方案一起使用公开(公告)号：US20080205626A1
公开(公告)日：2008-08-28
申请号：US11684397
申请日：2007-03-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5191
摘要： The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.
摘要翻译： 本发明公开了一种基于开放标准的联络中心系统。 联络中心系统可以包括至少一个代理节点，门户服务器和应用服务器。 代理节点可以包括使用标准协议通过标准互联网协议网络进行通信的标准HTTP浏览器。 门户服务器可以被配置为经由代理门户与代理节点通信，代理门户可以由多个代理portlet组成以呈现信息。 应用程序服务器可以配置为执行可以通过代理portlet收集和分发信息并将呼叫转移给代理的联络中心应用程序。
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7.发明申请IDENTIFYING CONTACT CENTER AGENTS BASED UPON BIOMETRIC CHARACTERISTICS OF AN AGENT'S SPEECH 有权基于代理人语音的生物特征识别联络中心代理公开(公告)号：US20080205624A1
公开(公告)日：2008-08-28
申请号：US11680908
申请日：2007-03-01
CPC分类号： H04M3/51 , G10L17/00 , H04M2201/41
摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
摘要翻译： 本发明公开了具有说话人识别和验证（SIV）能力的联络中心。 在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。 另外，SIV组件可以处理来自联络中心会话的语音。 在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。
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8.发明申请EXTENDING A STANDARDIZED PRESENCE DOCUMENT TO INCLUDE CONTACT CENTER SPECIFIC ELEMENTS 审中-公开扩展标准化存储文件，以包含联系中心特定要素公开(公告)号：US20080205625A1
公开(公告)日：2008-08-28
申请号：US11684286
申请日：2007-03-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04L67/24 , H04M3/42365 , H04M3/42374
摘要： The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM) and Presence (CPP) specification. The extended presence documents can permit contact center information to be conveyed across CPP compliant protocol boundaries without modification, with attendant benefits for security and performance. The contact center elements can include, but are not limited to, an agent status, an expertise, an agent level, a utilization rate, an average call time duration, and/or an average number of calls per day. The contact center extensions can be an important component for enabling a presence server to function as a skills based routing component of a standards based contact center, which unlike conventional contact centers can be formed from non-proprietary components that communicate using standard protocols.
摘要翻译： 本发明扩展了基于XML的存在文档以包括联络中心特定信息。 XML存在文档可以符合即时消息（CPIM）和在线状态（CPP）规范的常用配置文件。 扩展的存在文档可以允许联系中心信息跨CPP协议边界传送，而无需修改，并为安全性和性能提供附带的好处。 联络中心元件可以包括但不限于代理状态，专业知识，代理级别，使用率，平均呼叫持续时间和/或每天的平均呼叫数量。 联络中心扩展可以是一个重要的组件，使现有服务器能够充当基于标准的联络中心的基于技能的路由组件，这与传统联络中心不同，可以使用标准协议进行通信的非专有组件形成。
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9.发明申请公开(公告)号：US20080147407A1
公开(公告)日：2008-06-19
申请号：US11613176
申请日：2006-12-19
IPC分类号： G10L13/08
CPC分类号： G10L15/22
摘要： The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialogue session involving a speech application. The method establishes a dialogue session between a user and the speech application. During the dialogue session, the user interacts using an original modality and a second modality. The speech application interacts using a speech modality only. A set of conditions indicative of interaction problems using the original modality can be inferred. Responsive to the inferring step, the original modality can be changed to the second modality. A modality transition to the second modality can be transparent the speech application and can occur without interrupting the dialogue session. The original modality and the second modality can be different modalities; one including a text exchange modality and another including a speech modality.
摘要翻译： 所公开的解决方案包括用于基于涉及语音应用的对话会话中的推断条件来动态地切换模态的方法。 该方法在用户和语音应用之间建立对话会话。 在对话会话期间，用户使用原始模式和第二模式进行交互。 语音应用程序仅使用语音模式进行交互。 可以推断出使用原始模态表示交互问题的一组条件。 响应于推理步骤，原始模态可以改为第二模态。 对第二模态的模态转换可以是语音应用的透明度，并且可以在不中断对话会话的情况下发生。 原来的模式和第二种模式可以是不同的模式; 一个包括文本交换模式，另一个包括语音模式。
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10.发明申请SWITCHING BETWEEN MODALITIES IN A SPEECH APPLICATION ENVIRONMENT EXTENDED FOR INTERACTIVE TEXT EXCHANGES 有权在交互式文本交换中扩展语音应用程序环境中的模式之间的切换公开(公告)号：US20080147406A1
公开(公告)日：2008-06-19
申请号：US11613040
申请日：2006-12-19
IPC分类号： G10L13/08
摘要： The present solution includes a method for dynamically switching modalities in a dialogue session involving a voice server. In the method, a dialogue session can be established between a user and a speech application. During the dialogue session, the user can interact using an original modality, which is either a speech modality, a text exchange modality, or a multi mode modality that includes a text exchange modality. The speech application can interact using a speech modality. A modality switch trigger can be detected that changes the original modality to a different modality. The modality transition to the second modality can be transparent to the speech application. The speech application can be a standard VoiceXML based speech application that lacks an inherent text exchange capability.
摘要翻译： 本解决方案包括用于在涉及语音服务器的对话会话中动态切换模态的方法。 在该方法中，可以在用户和语音应用之间建立对话会话。 在对话会话期间，用户可以使用原始模式进行交互，原始模式是语音模式，文本交换模式或包括文本交换模式的多模式模式。 语音应用程序可以使用语音模式进行交互。 可以检测到模式切换触发，将原始模态改变为不同的模态。 对第二模态的模态转换对于语音应用可以是透明的。 语音应用可以是缺乏固有文本交换能力的标准的基于VoiceXML的语音应用。
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