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    SYSTEM AND METHOD FOR MANAGING A CONTACT CENTER WITH A GRAPHICAL CALL CONNECTION METAPHOR
    1.
    发明申请
    SYSTEM AND METHOD FOR MANAGING A CONTACT CENTER WITH A GRAPHICAL CALL CONNECTION METAPHOR 有权
    用图形电话连接图形管理接触中心的系统和方法

    公开(公告)号：US20100246800A1

    公开(公告)日：2010-09-30

    申请号：US12749178

    申请日：2010-03-29

    Applicant: Birgit GEPPERT ,  Frank Roessler

    Inventor： Birgit GEPPERT ,  Frank Roessler

    IPC: H04M3/00

    CPC classification number: H04L51/36 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06Q10/10 ,  H04L12/1822 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1069 ,  H04L65/403 ,  H04M1/247 ,  H04M1/274508 ,  H04M1/27455 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/42289 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5027 ,  H04M2250/22 ,  H04M2250/62 ,  H04W4/21

    Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing communications in a callcenter. The method includes presenting via a GUI to a callcenter agent a set of connected graphical elements representing a structure of a communication session including the callcenter agent and a caller, receiving input via the GUI from the callcenter agent to manipulate at least one graphical element, and performing an action based on the input. Further disclosed herein are systems, methods, and non-transitory computer-readable storage media for monitoring communications in a callcenter. The method includes presenting via a GUI a plurality of sets of connected graphical elements, wherein each set of connected graphical elements represents a structure of a communication session including the callcenter agent and a caller, receiving a selection via the GUI based on at least one graphical element to listen in on an associated communication, and monitoring the associated communication session.

    Abstract translation: 这里公开的是用于管理呼叫中心中的通信的系统，方法和非暂时的计算机可读存储介质。 该方法包括经由GUI向呼叫中心代理呈现一组连接的图形元素，所述图形元素表示包括呼叫中心代理和呼叫者的通信会话的结构，经由GUI从呼叫中心代理接收输入以操纵至少一个图形元素，以及 基于输入执行动作。 本文进一步公开的是用于监视呼叫中心中的通信的系统，方法和非暂时的计算机可读存储介质。 该方法包括经由GUI呈现多组连接的图形元素，其中每组连接的图形元素表示包括呼叫中心代理和呼叫者的通信会话的结构，基于至少一个图形接收经由GUI的选择 元素来监听相关联的通信，并监视相关联的通信会话。

    SYSTEM AND METHOD FOR GRAPHICALLY MANAGING COMMUNICATION SESSIONS
    2.
    发明申请
    SYSTEM AND METHOD FOR GRAPHICALLY MANAGING COMMUNICATION SESSIONS 审中-公开
    用于图形化管理通信会议的系统和方法

    公开(公告)号：US20100251158A1

    公开(公告)日：2010-09-30

    申请号：US12749028

    申请日：2010-03-29

    Applicant: Birgit GEPPERT ,  Frank Roessler

    Inventor： Birgit GEPPERT ,  Frank Roessler

    IPC: G06F3/048

    CPC classification number: H04L51/36 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06Q10/10 ,  H04L12/1822 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1069 ,  H04L65/403 ,  H04M1/247 ,  H04M1/274508 ,  H04M1/27455 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/42289 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5027 ,  H04M2250/22 ,  H04M2250/62 ,  H04W4/21

    Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing a communication session via a graphical user interface (GUI). The method causes a communication device to present a set of connected graphical elements representing a structure of the communication session via the GUI, the communication session comprising at least two communicating users, receive user input associated with the set of connected graphical elements, the user input having an action associated with the communication session, and perform the action based on the received user input. The graphical elements can include images, text, caricatures, and avatars, and can change based on a contacted party context, persona, and presence. Active connections to the communication session can be visually represented as overlapping graphical elements, a line connecting graphical elements, a shape connecting graphical elements, a shape with radiating lines connecting graphical elements, and a common augmented appearance of graphical elements.

    Abstract translation: 这里公开的是用于经由图形用户界面（GUI）管理通信会话的系统，方法和非暂时的计算机可读存储介质。 该方法使得通信设备经由GUI呈现表示通信会话的结构的一组连接的图形元素，该通信会话包括至少两个通信用户，接收与该组连接的图形元素相关联的用户输入，用户输入 具有与通信会话相关联的动作，并且基于接收到的用户输入执行动作。 图形元素可以包括图像，文本，漫画和化身，并且可以基于联系方上下文，角色和存在而改变。 与通信会话的活动连接可以可视地表示为重叠的图形元素，连接图形元素的线，连接图形元素的形状，连接图形元素的辐射线的形状以及图形元素的常见增强外观。

    SYSTEM AND METHOD FOR MANAGING TRUSTED RELATIONSHIPS IN COMMUNICATION SESSIONS USING A GRAPHICAL METAPHOR
    4.
    发明申请
    SYSTEM AND METHOD FOR MANAGING TRUSTED RELATIONSHIPS IN COMMUNICATION SESSIONS USING A GRAPHICAL METAPHOR 审中-公开
    使用图形图形管理通信会议中的有害关系的系统和方法

    公开(公告)号：US20100251127A1

    公开(公告)日：2010-09-30

    申请号：US12749123

    申请日：2010-03-29

    Applicant: Birgit GEPPERT ,  Frank Roessler

    Inventor： Birgit GEPPERT ,  Frank Roessler

    IPC: G06F15/177 ,  G06F15/16

    CPC classification number: H04L51/36 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06Q10/10 ,  H04L12/1822 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1069 ,  H04L65/403 ,  H04M1/247 ,  H04M1/274508 ,  H04M1/27455 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/42289 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5027 ,  H04M2250/22 ,  H04M2250/62 ,  H04W4/21

    Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for linking participants in a communication session. The method includes presenting a set of connected graphical elements on a graphical user interface (GUI) representing a structure of the communication session and a trusted relationship between a first participant and a second participant in the communication session, establishing a bidirectional link between the first participant and the second participant, wherein the communication device exchanges trusted information between the first participant and the second participant, and displaying a depiction of the bidirectional link to at least one participant in the communication session. The method optionally includes negotiating a calendar event with the second participant via the bidirectional link based on the trusted information. Graphical elements associated with the first and second participants can depict one or more of presence, context, and persona information.

    Abstract translation: 本文公开了用于链接通信会话中的参与者的系统，方法和非暂时的计算机可读存储介质。 该方法包括在表示通信会话的结构的图形用户界面（GUI）上呈现一组连接的图形元素，以及在通信会话中第一参与者和第二参与者之间的可信关系，在第一参与者之间建立双向链接 和第二参与者，其中所述通信设备在所述第一参与者和所述第二参与者之间交换可信信息，并且向所述通信会话中的至少一个参与者显示所述双向链路的描绘。 所述方法可选地包括基于所述可信信息经由所述双向链路与所述第二参与者协商日历事件。 与第一和第二参与者相关联的图形元素可以描绘存在，上下文和人物信息中的一个或多个。

    SYSTEM AND METHOD FOR MANAGING MULTIPLE CONCURRENT COMMUNICATION SESSIONS USING A GRAPHICAL CALL CONNECTION METAPHOR
    5.
    发明申请
    SYSTEM AND METHOD FOR MANAGING MULTIPLE CONCURRENT COMMUNICATION SESSIONS USING A GRAPHICAL CALL CONNECTION METAPHOR 审中-公开
    使用图形呼叫连接图来管理多个通话会话的系统和方法

    公开(公告)号：US20100246571A1

    公开(公告)日：2010-09-30

    申请号：US12749150

    申请日：2010-03-29

    Applicant: Birgit GEPPERT ,  Frank Roessler

    Inventor： Birgit GEPPERT ,  Frank Roessler

    IPC: H04L12/66 ,  G06F3/00 ,  H04N7/14

    CPC classification number: H04L51/36 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06Q10/10 ,  H04L12/1822 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1069 ,  H04L65/403 ,  H04M1/247 ,  H04M1/274508 ,  H04M1/27455 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/42289 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5027 ,  H04M2250/22 ,  H04M2250/62 ,  H04W4/21

    Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing a plurality of concurrent communication sessions via a graphical user interface (GUI). A system configured to practice the method presents a set of connected graphical elements representing a structure of the respective communication session via the GUI for each of a plurality of concurrent communication sessions. Each communication session has at least two participants and the appearance of the set of connected graphical elements is based on a communication mode. The system receives user input associated with one set of connected graphical elements and having an action associated with the respective communication session, and performs the action based on the received user input. The communication mode is one of voice over IP (VoIP), phone, videoconference, instant messaging, text messaging, and email. The action can combine two communication sessions or split one communication session into multiple communication sessions.

    Abstract translation: 这里公开的是用于经由图形用户界面（GUI）管理多个并发通信会话的系统，方法和非暂时的计算机可读存储介质。 被配置为实施该方法的系统呈现出一组连接的图形元素，其表示针对多个并行通信会话中的每一个的GUI的各个通信会话的结构。 每个通信会话具有至少两个参与者，并且所连接的图形元素的集合的出现基于通信模式。 系统接收与一组连接的图形元素相关联的用户输入并且具有与相应通信会话相关联的动作，并且基于所接收的用户输入来执行动作。 通信模式是IP语音（VoIP），电话，视频会议，即时消息，短信和电子邮件之一。 该动作可以组合两个通信会话或将一个通信会话分为多个通信会话。

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