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    METHOD AND SYSTEM FOR PLATFORM-INDEPENDENT VOIP DIAL PLAN DESIGN, VALIDATION, AND DEPLOYMENT
    1.
    发明申请
    METHOD AND SYSTEM FOR PLATFORM-INDEPENDENT VOIP DIAL PLAN DESIGN, VALIDATION, AND DEPLOYMENT 有权
    用于平台独立的电话拨号计划设计，验证和部署的方法和系统

    公开(公告)号：US20110051715A1

    公开(公告)日：2011-03-03

    申请号：US12551930

    申请日：2009-09-01

    申请人： Bernard A. Grunwald ,  Shang Q. Guo ,  Gopal S. Pingali ,  Zon-Yin Shae ,  Shu Tao

    发明人： Bernard A. Grunwald ,  Shang Q. Guo ,  Gopal S. Pingali ,  Zon-Yin Shae ,  Shu Tao

    IPC分类号： H04L12/66

    CPC分类号： H04L65/1069 ,  H04L65/1006 ,  H04M7/006 ,  H04Q3/0045 ,  H04Q3/42

    摘要： A system and method for designing a dial plan for Voice over Internet Protocol (VoIP) systems includes generating an abstract dial plan design which is platform independent, the dial plan including rules for routing communications in a VoIP network structure. The dial plan is validated through simulations prior to deployment to evaluate the dial plan performance under simulated conditions. The dial plan design is translated to provide compatibility with a deployed network using platform specific configuration adaptors.

    摘要翻译： 一种用于为因特网协议语音（VoIP）系统设计拨号计划的系统和方法包括产生独立于平台的抽象拨号方案设计，拨号方案包括用于在VoIP网络结构中路由通信的规则。 拨号计划在部署之前通过仿真验证，以评估模拟条件下的拨号计划性能。 转盘计划设计被转换为使用平台特定的配置适配器与部署的网络兼容。

    Providing information by a contact center
    5.
    发明授权
    Providing information by a contact center 有权
    通过联络中心提供信息

    公开(公告)号：US08594306B2

    公开(公告)日：2013-11-26

    申请号：US12716544

    申请日：2010-03-03

    申请人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

    发明人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

    IPC分类号： H04M3/00

    CPC分类号： H04M3/00

    摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.

    摘要翻译： 提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。 例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。 该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。 所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

    Providing Information by a Contact Center
    6.
    发明申请
    Providing Information by a Contact Center 有权
    通过联络中心提供信息

    公开(公告)号：US20110216897A1

    公开(公告)日：2011-09-08

    申请号：US12716544

    申请日：2010-03-03

    申请人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

    发明人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

    IPC分类号： H04M3/00

    CPC分类号： H04M3/00

    摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.

    摘要翻译： 提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。 例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。 该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。 所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

    Issue resolution in expert networks
    7.
    发明授权
    Issue resolution in expert networks 失效
    专家网络中的问题解决

    公开(公告)号：US08473432B2

    公开(公告)日：2013-06-25

    申请号：US12841624

    申请日：2010-07-22

    申请人： Nikolaos Anerousis ,  Shu Tao

    发明人： Nikolaos Anerousis ,  Shu Tao

    IPC分类号： G06N5/00

    CPC分类号： G06N5/043

    摘要： Techniques are provided for improved issue resolution in an expert network. For example, a method comprises the following steps. Information is extracted comprising: content of one or more historical records associated with resolutions of one or more previous issues; and transfer routing sequences indicating routes through routing entities in an expert network that the one or more previous issues passed in order to be respectively resolved. A model is computed based on at least a portion of the extracted information, wherein the computed model statistically captures one or more ticket transfer patterns among routing entities in the expert network. One or more future issue resolution routing recommendations are determined based on at least one of the one or more ticket transfer patterns captured by the computed model.

    摘要翻译： 提供技术用于改进专家网络中的问题解决。 例如，一种方法包括以下步骤。 提取信息包括：与一个或多个先前问题的解决方案相关联的一个或多个历史记录的内容; 并且通过所述一个或多个先前问题通过的专家网络中的路由实体来传送指示路由的路由序列，以便分别解决。 基于提取的信息的至少一部分来计算模型，其中所计算的模型统计地捕获专家网络中的路由实体之中的一个或多个票证转移模式。 基于由所计算的模型捕获的一个或多个票据传送模式中的至少一个来确定一个或多个将来的问题解决路由建议。

    Generating and evaluating expert networks
    8.
    发明授权
    Generating and evaluating expert networks 有权
    生成和评估专家网络

    公开(公告)号：US08996341B2

    公开(公告)日：2015-03-31

    申请号：US13610116

    申请日：2012-09-11

    申请人： Winnie W. Cheng ,  Gengxin Miao ,  James R. Moulic ,  Shu Tao

    发明人： Winnie W. Cheng ,  Gengxin Miao ,  James R. Moulic ,  Shu Tao

    IPC分类号： G06G7/48 ,  H04L12/24

    CPC分类号： H04L41/142 ,  H04L41/0816 ,  H04L41/145 ,  H04L41/22 ,  Y04S40/162

    摘要： A system comprises a modeling component, a routing component, a simulator component and a configuration component. The modeling component is operative to obtain at least one model of at least one collaborative network. The routing component is operative to model at least one routing pattern for one or more nodes of a given collaborative network. The simulator component is operative to simulate one or more virtual network topologies of the given collaborative network using the at least one model and the at least one routing pattern. The configuration component is operative to configure one or more given virtual network topologies on the given collaborative network. The collaborative network comprises a plurality of nodes and one or more edges between pairs of the plurality of nodes. The modeling component, routing component, simulator component and configuration component are executed by at least one processing device.

    摘要翻译： 系统包括建模组件，路由组件，模拟器组件和配置组件。 建模组件可操作以获得至少一个协作网络的至少一个模型。 路由组件可操作以对给定协作网络中的一个或多个节点建立至少一个路由模式。 所述模拟器组件可操作以使用所述至少一个模型和所述至少一个路由模式来模拟给定协作网络的一个或多个虚拟网络拓扑。 配置组件可用于在给定协作网络上配置一个或多个给定的虚拟网络拓扑。 协作网络包括多个节点和多个节点对之间的一个或多个边缘。 建模组件，路由组件，模拟器组件和配置组件由至少一个处理设备执行。

    Evaluation of a process metric
    9.
    发明授权
    Evaluation of a process metric 有权
    评估流程度量

    公开(公告)号：US08126753B2

    公开(公告)日：2012-02-28

    申请号：US11834328

    申请日：2007-08-06

    申请人： Nikolaos Anerousis ,  Abhijit Bose ,  Genady Grabarnik ,  Debanjan Saha ,  Larisa Shwartz ,  Shu Tao

    发明人： Nikolaos Anerousis ,  Abhijit Bose ,  Genady Grabarnik ,  Debanjan Saha ,  Larisa Shwartz ,  Shu Tao

    IPC分类号： G06F17/60

    CPC分类号： G06Q10/06 ,  G06Q10/04 ,  G06Q10/063 ,  G06Q10/06395

    摘要： An exemplary method of responding to a request for a value of at least one metric associated with at least one process includes a step of determining whether responding to the request requires updating the value of the at least one metric. When responding to the request does not require updating the value of the at least one metric, a response is determined based at least in part on at least one stored value of the at least one metric. When responding to the request does require updating the value of the at least one metric, the value of the at least one metric is updated and a response is determined based at least in part on the at least one updated value of the at least one metric. Updating the value of the at least one metric, at least when responding to the request requires updating the value of the at least one metric, includes steps of determining at least one new value of the at least one metric based at least in part on at least one stored value of the at least one metric and storing the at least one new value of the at least one metric. The method also includes a step of responding to the request with the determined response.

    摘要翻译： 响应对与至少一个过程相关联的至少一个度量的值的请求的示例性方法包括确定对该请求的响应是否需要更新该至少一个度量的值的步骤。 当响应于请求不需要更新至少一个度量的值时，至少部分地基于至少一个度量的至少一个存储的值来确定响应。 当响应于请求确实需要更新至少一个度量的值时，更新至少一个度量的值，并且至少部分地基于至少一个度量的至少一个更新值来确定响应 。 至少在响应于该请求需要更新至少一个度量的值时，更新该至少一个度量的值包括以下步骤：至少部分地基于以下内容来确定至少一个度量的至少一个新值： 所述至少一个度量的至少一个存储值并且存储所述至少一个度量的所述至少一个新值。 该方法还包括以确定的响应来响应请求的步骤。

    Issue Resolution in Expert Networks
    10.
    发明申请
    Issue Resolution in Expert Networks 失效
    专家网络中的问题解决

    公开(公告)号：US20120023044A1

    公开(公告)日：2012-01-26

    申请号：US12841624

    申请日：2010-07-22

    申请人： Nikolaos Anerousis ,  Shu Tao

    发明人： Nikolaos Anerousis ,  Shu Tao

    IPC分类号： G06N5/02 ,  G06F15/18

    CPC分类号： G06N5/043

    摘要： Techniques are provided for improved issue resolution in an expert network. For example, a method comprises the following steps. Information is extracted comprising: content of one or more historical records associated with resolutions of one or more previous issues; and transfer routing sequences indicating routes through routing entities in an expert network that the one or more previous issues passed in order to be respectively resolved;. A model is computed based on at least a portion of the extracted information, wherein the computed model statistically captures one or more ticket transfer patterns among routing entities in the expert network. One or more future issue resolution routing recommendations are determined based on at least one of the one or more ticket transfer patterns captured by the computed model.

    摘要翻译： 提供技术用于改进专家网络中的问题解决。 例如，一种方法包括以下步骤。 提取信息包括：与一个或多个先前问题的解决方案相关联的一个或多个历史记录的内容; 以及通过所述一个或多个先前问题通过的专家网络中的路由实体来传送指示路由的路由序列，以便分别解决; 基于提取的信息的至少一部分来计算模型，其中所计算的模型统计地捕获专家网络中的路由实体之中的一个或多个票证转移模式。 基于由所计算的模型捕获的一个或多个票据传送模式中的至少一个来确定一个或多个将来的问题解决路由建议。