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1.发明授权Standards based agent desktop for use with an open contact center solution 失效基于标准的代理桌面，用于开放的联络中心解决方案公开(公告)号：US07706521B2
公开(公告)日：2010-04-27
申请号：US11684397
申请日：2007-03-09
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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2.发明授权公开(公告)号：US08139730B2
公开(公告)日：2012-03-20
申请号：US11247508
申请日：2005-10-11
申请人： William V. Da Palma , Brett J. Gavagni , Baiju D. Mandalia , Brien H. Muschette , Wendi L. Nusbickel
发明人： William V. Da Palma , Brett J. Gavagni , Baiju D. Mandalia , Brien H. Muschette , Wendi L. Nusbickel
IPC分类号： H04M11/00
CPC分类号： H04L29/06027 , H04L65/1006 , H04L65/4007 , H04M3/4938
摘要： A method for providing Interactive Voice Response functionality within a multi-tiered telephony environment can identify an enterprise archive file that contains an Interactive Voice Response (IVR) application. The enterprise archive file can contain multiple interpreters for different markup languages. The enterprise archive file can also include a servlet that maps the interpreters to telephony sessions. The enterprise archive file can be deployed within a J2EE compliant application server having a SIP interface. The deployed IVR application can be utilized to provide IVR functions for SIP based telephony sessions.
摘要翻译： 在多层电话环境中提供交互式语音应答功能的方法可以识别包含交互式语音响应（IVR）应用的企业归档文件。 企业归档文件可以包含多个不同标记语言的口译员。 企业归档文件还可以包括将解释器映射到电话会话的servlet。 可以在具有SIP接口的J2EE兼容应用服务器中部署企业归档文件。 部署的IVR应用可以用于为基于SIP的电话会话提供IVR功能。
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3.发明授权Dialect translator for a speech application environment extended for interactive text exchanges 有权用于语音应用环境的方言翻译器用于交互式文本交换公开(公告)号：US08204182B2
公开(公告)日：2012-06-19
申请号：US11613179
申请日：2006-12-19
IPC分类号： H04M11/00
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译： 本解决方案包括实时自动通信方法。 在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。 可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。 可以接收输入到文本交换客户端的文本交换消息。 与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。 翻译的文本交换消息可以作为输入发送到语音服务器。 语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。
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4.发明授权公开(公告)号：US07809838B2
公开(公告)日：2010-10-05
申请号：US11297211
申请日：2005-12-08
IPC分类号： G06F15/16
CPC分类号： H04L65/4038 , H04L65/1016 , H04L69/14
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A collision detection and resolution method for updating a model in a composite services enablement environment can include establishing for a single session having a corresponding model, multiple channels of communication for different corresponding channels of access to a service. The method further can include synchronizing updates to the model by individual ones of the channels of access to the services for each of the channels of access to the services. The method yet further can include detecting collisions in synchronizing the updates to the model. Finally, the method can include rejecting the updates to the model when collisions are detected.
摘要翻译： 本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。 用于更新复合服务启用环境中的模型的冲突检测和解决方法可以包括为具有相应模型的单个会话建立用于不同对应的访问服务通道的多个通信。 该方法还可以包括通过访问服务的每个信道的对服务的各个信道的个体信道来同步到模型的更新。 该方法还可以包括在将更新同步到模型时检测冲突。 最后，该方法可以包括在检测到冲突时拒绝对模型的更新。
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5.发明授权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施联络中心公开(公告)号：US08259923B2
公开(公告)日：2012-09-04
申请号：US11680304
申请日：2007-02-28
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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6.发明授权公开(公告)号：US08027839B2
公开(公告)日：2011-09-27
申请号：US11612996
申请日：2006-12-19
IPC分类号： G10L21/00
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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7.发明申请DIALECT TRANSLATOR FOR A SPEECH APPLICATION ENVIRONMENT EXTENDED FOR INTERACTIVE TEXT EXCHANGES 有权用于交互式文本交换的语音应用程序环境的对角翻译器公开(公告)号：US20080147408A1
公开(公告)日：2008-06-19
申请号：US11613179
申请日：2006-12-19
IPC分类号： G10L15/00
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译： 本解决方案包括实时自动通信方法。 在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。 可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。 可以接收输入到文本交换客户端的文本交换消息。 与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。 翻译的文本交换消息可以作为输入发送到语音服务器。 语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。
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8.发明授权Inferring switching conditions for switching between modalities in a speech application environment extended for interactive text exchanges 有权推动用于在语音应用环境中的模式之间切换的切换条件，用于交互式文本交换公开(公告)号：US08874447B2
公开(公告)日：2014-10-28
申请号：US13543198
申请日：2012-07-06
CPC分类号： G10L15/22
摘要： The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialog session involving a speech application. The method establishes a dialog session between a user and the speech application. During the dialog 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 dialog 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程序之间建立对话会话。 在对话会话期间，用户使用原始模态和第二模态交互。 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，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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9.发明授权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施联络中心公开(公告)号：US08675859B2
公开(公告)日：2014-03-18
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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10.发明授权Dialect translator for a speech application environment extended for interactive text exchanges 有权用于语音应用环境的方言翻译器用于交互式文本交换公开(公告)号：US08654940B2
公开(公告)日：2014-02-18
申请号：US13414997
申请日：2012-03-08
IPC分类号： H04M11/00
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译： 本解决方案包括实时自动通信方法。 在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。 可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。 可以接收输入到文本交换客户端的文本交换消息。 与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。 翻译的文本交换消息可以作为输入发送到语音服务器。 语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。
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