公开(公告)号：US06188673B1

公开(公告)日：2001-02-13

申请号：US08922468

申请日：1997-09-02

申请人： David L. Bauer ,  Tore L. Christensen

发明人： David L. Bauer ,  Tore L. Christensen

IPC分类号： H04J116

CPC分类号： H04M7/003 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523

摘要： In a call center (106) associated with a World-Wide Web site whose pages (121, 122) provide a call-request capability (115), the call center receives notifications of page hits and call requests from the Web server (103) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page-hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.

摘要翻译： 在与其页面（121,122）提供呼叫请求能力（115）的万维网站相关联的呼叫中心（106）中，呼叫中心从Web服务器（103）接收页面命中和呼叫请求的通知， 并使用这些通知来确定历史页面点击呼叫请求比率。 然后使用该比例与当前的页面命中通知来预测呼叫中心将很快需要处理的呼叫量，并预期呼叫中心预期呼叫量。 这些通知进一步与关于网页内容的信息的知识一起使用，以预测将需要什么代理技能来处理呼叫，并且相应地对员工代理进行拆分。

公开(公告)号：US06690788B1

公开(公告)日：2004-02-10

申请号：US09662294

申请日：2000-09-15

申请人： David L. Bauer ,  Keith R. McFarlane ,  Andrew Derek Flockhart ,  Lucinda M. Sanders ,  Gary S. King ,  Darryl J. Maxwell ,  Steve R. Russell ,  Robert Alan Stewart ,  Wendy S. Cook

发明人： David L. Bauer ,  Keith R. McFarlane ,  Andrew Derek Flockhart ,  Lucinda M. Sanders ,  Gary S. King ,  Darryl J. Maxwell ,  Steve R. Russell ,  Robert Alan Stewart ,  Wendy S. Cook

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  H04M3/42059 ,  H04M3/5235 ,  H04M2203/551 ,  H04M2242/22

摘要： The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.

摘要翻译： 现有的综合工作管理引擎，用于客户关怀，协调整个企业的客户需求服务的各种形式的工作。 这种集成的工作管理引擎汇集了各种不同的通信系统组件，应用程序和信息存储系统，从而通过这些系统提供客户关怀的业务可以以统一，高效和有效的方式响应客户的要求。 综合工作管理引擎还集成了前台客户通信的实时操作和后台的批量数据处理模式。 集成工作管理引擎通过多个访问通道来接受工作，其中每个工作请求被自动映射到指定与特定工作项的处理相关联的任务的进程流。 综合工作管理引擎使用资源选择算法来选择最佳配置来处理访问客户数据的工作请求的下一步的客户代理，并通过履行过程更新客户案例文件。 所选客户代理通过紧密耦合到集成工作管理引擎的API集查看其桌面终端设备上的客户信息，过程信息，表单和性能统计信息。

公开(公告)号：US20120084170A1

公开(公告)日：2012-04-05

申请号：US12895412

申请日：2010-09-30

申请人： Aaron J. Adair ,  David L. Bauer

发明人： Aaron J. Adair ,  David L. Bauer

IPC分类号： G06Q30/00

CPC分类号： G06Q30/08

摘要： An application controls an online auction event. A scoring heuristic generates scores based on user activity during the auction event. The scoring heuristic provides score information about each of a plurality of users participating in the auction event to the application during the auction event and the application provides the score information substantially simultaneously during the auction event to each of a plurality of computing devices for inclusion on a scoreboard display on a graphical user interface (GUI) of each computing device. The scoring information includes a first score for each user participating in the auction event that represents points awarded during the auction of one item in the event.The auction event may include auctions of a plurality of items and the scoring heuristic maintains a second score for each user participating in the auction event that represents cumulative points awarded during the auction event.

摘要翻译： 应用程序控制在线拍卖活动。 评分启发式在拍卖活动期间根据用户活动产生分数。 评分启发式在拍卖活动期间向参与者提供关于参与拍卖活动的多个用户中的每一个的分数信息，并且该应用在拍卖活动期间基本上同时向多个计算装置中的每一个提供分数信息， 每个计算设备的图形用户界面（GUI）上的记分板显示。 评分信息包括参与拍卖事件的每个用户的第一分，其表示在该事件中的一个项目的拍卖期间所奖励的点。 拍卖活动可以包括多个项目的拍卖，并且评分启发式维持参与拍卖事件的每个用户的第二分数，其表示在拍卖事件期间授予的累积点数。

公开(公告)号：US20120084171A1

公开(公告)日：2012-04-05

申请号：US12895445

申请日：2010-09-30

申请人： Aaron J. Adair ,  David L. Bauer

发明人： Aaron J. Adair ,  David L. Bauer

IPC分类号： G06Q30/00

CPC分类号： G06Q30/08

摘要： An application controls an online auction event. In the auction event, a user is provided a first selectable option for setting a bid value and a second selectable option for placing a bid at the bid value. A countdown value maintained by the server and provided to the computing device is set to an initial value at the beginning of the auction event, begins decreasing from the initial value according to a mathematical formula, and decreases to a final value at the end of the auction event. If the application receives a bid from the computing device during the auction event as a result of a user selecting the second selectable option and the application determines that the bid is a super bid, the application overrides the mathematical formula and adjusts the countdown value to a new value.

摘要翻译： 应用程序控制在线拍卖活动。 在拍卖活动中，向用户提供用于设置出价值的第一可选择选项和用于将出价设置在出价值的第二可选择选项。 由服务器维护并提供给计算设备的倒计时值被设置为在拍卖事件开始时的初始值，根据数学公式从初始值开始减少，并且在该结束时减小到最终值 拍卖活动。 如果应用程序在拍卖活动期间从计算设备收到出价，作为用户选择第二可选择选项的结果，并且应用程序确定出价是超级出价，则应用程序将覆盖数学公式并将倒数值调整为 新价值。

公开(公告)号：US20120084169A1

公开(公告)日：2012-04-05

申请号：US12895385

申请日：2010-09-30

申请人： Aaron J. Adair ,  David L. Bauer

发明人： Aaron J. Adair ,  David L. Bauer

IPC分类号： G06Q30/00

CPC分类号： G06Q30/08

摘要： A server runs an application for defining and controlling an auction event of multiple items, wherein the application is configured to provide display information during the auction event to each of a plurality of computing devices to use in determining the contents of a graphical user interface (GUI) display on the computing device. The GUI includes visual representations of an auction host who defined the auction event, an auctioneer who is auctioning an item in the auction event, an item currently being auctioned, a showcase area, and a countdown indicator.The auction event may include a lobby phase and a live auction phase. During the lobby phase, the GUI may include visual representations of a first item to be auctioned, a plurality of participants in the lobby area, and a user, and the user may select to move the user's visual representation to a different location within the lobby area.

摘要翻译： 服务器运行用于定义和控制多个项目的拍卖事件的应用，其中应用被配置为在拍卖活动期间向多个计算设备中的每一个提供显示信息以用于确定图形用户界面（GUI）的内容 ）显示在计算设备上。 GUI包括定义拍卖事件的拍卖主体的视觉表示，正在拍卖拍卖中的物品的拍卖者，当前正在拍卖的物品，展示区域和倒计时指示符。 拍卖活动可以包括大厅阶段和现场拍卖阶段。 在大厅阶段期间，GUI可以包括待拍卖的第一项目的视觉表示，大厅区域中的多个参与者和用户，并且用户可以选择将用户的视觉表示移动到大厅内的不同位置 区。

公开(公告)号：US07870184B2

公开(公告)日：2011-01-11

申请号：US11099242

申请日：2005-04-05

申请人： David L. Bauer ,  Cynthia Hiatt ,  Erik J. Johnson ,  Praveen Kumar Mamnani ,  Mai-Huong Nguyen ,  Janis Rae Putman ,  Ross Yakulis

发明人： David L. Bauer ,  Cynthia Hiatt ,  Erik J. Johnson ,  Praveen Kumar Mamnani ,  Mai-Huong Nguyen ,  Janis Rae Putman ,  Ross Yakulis

IPC分类号： G06F15/16

CPC分类号： G06Q10/10

摘要： A business process software program is executed in a processing element comprising a memory and a processor coupled to the memory. The processor is operative to identify within the software program one or more communications services inserted as generic design elements therein, and for each of the identified communications services, to initiate the execution of one or more corresponding communications tasks. At least one of the communications services may comprise a composite communications service which itself comprises a plurality of communications services.

摘要翻译： 在包括存储器和耦合到存储器的处理器的处理元件中执行业务处理软件程序。 处理器可操作以在软件程序内识别作为其中的通用设计元素插入的一个或多个通信服务，以及针对每个所识别的通信服务来启动一个或多个对应的通信任务的执行。 至少一个通信服务可以包括本身包括多个通信服务的复合通信服务。

公开(公告)号：US20120084168A1

公开(公告)日：2012-04-05

申请号：US12895364

申请日：2010-09-30

申请人： Aaron J. Adair ,  David L. Bauer

发明人： Aaron J. Adair ,  David L. Bauer

IPC分类号： G06Q30/00 ,  G06F3/048

CPC分类号： G06Q30/08

摘要： In an application for controlling an event, there is an indicator of the remaining duration for the event provided by the application during the event substantially simultaneously to each of a plurality of computing devices over a network for each computing device to use in creating a countdown graphic for display on a graphical user interface (GUI). The application updates the indicator as the event progresses and instructs each computing device to update the countdown graphic when the indicator is updated. If the application receives a first value from a first user during the event and determines that the first value is a triggering value, the application adjusts the remaining duration for the event and updates the indicator accordingly. If the application receives a second value from a second user and in response may override the adjusting of the remaining duration for the event.

摘要翻译： 在用于控制事件的应用中，存在由应用在事件期间提供的事件的剩余持续时间的指标，其基本上同时通过网络中的每个计算设备中的每一个计算设备用于每个计算设备用于创建倒计时图形 用于在图形用户界面（GUI）上显示。 当事件进行时，应用程序更新指示器，并指示每个计算设备在更新指示器时更新倒计时图形。 如果应用程序在事件期间从第一个用户接收到第一个值，并确定第一个值是触发值，则应用程序将调整事件的剩余持续时间并相应地更新该指标。 如果应用程序从第二个用户接收到第二个值，并且响应可以覆盖事件的剩余持续时间的调整。

公开(公告)号：US07315832B2

公开(公告)日：2008-01-01

申请号：US10627547

申请日：2003-07-25

申请人： David L. Bauer ,  Aaron J. Adair

发明人： David L. Bauer ,  Aaron J. Adair

IPC分类号： G06Q40/00

CPC分类号： G06Q40/04 ,  G06Q30/08

摘要： An online auction system comprising a preliminary bidding portion and a virtual auction portion is disclosed herein. The preliminary bidding portion allows bidders to access auction items and input bids during a preestablished extended period of time. After the preliminary bidding portion concludes, the virtual auction portion provides bidders the opportunity to input bids on each item consecutively and individually from the preliminary auction portion in a manner similar to a conventional live auction. During the virtual auction portion, bidders are provided with a countdown to encourage further bidding before the previous bid becomes final. After each new bid is inputted, the countdown is reinitiated. The countdown is reinitiated until no new bids are input. An alert system notifies bidders that a particular item of interest is about to be offered for bid as part of the virtual auction portion. The system also provides bidders means for inputting proxy bids.

摘要翻译： 本文公开了包括初步投标部分和虚拟拍卖部分的在线拍卖系统。 初步投标部分允许投标人在预先建立的延长时间内访问拍卖项目并投标。 在初步投标部分得出结论之后，虚拟拍卖部分提供投标者以与传统现场拍卖类似的方式从初步拍卖部分连续和单独地对每个物品投标的机会。 在虚拟拍卖部分，投标人被提供倒计时，以鼓励进一步投标，之前的投标将成为最终。 在每个新的出价被输入之后，倒计时被重新启动。 重新启动倒计时，直到没有输入新的出价。 警报系统通知投标人，作为虚拟拍卖部分的一部分，即将提供特定的兴趣物品作为投标。 该系统还提供投标人输入代理出价的方式。

公开(公告)号：US4707694A

公开(公告)日：1987-11-17

申请号：US873139

申请日：1986-06-06

申请人： David L. Bauer ,  Larry D. Bowyer ,  David M. Ruby ,  Richard A. Windhausen

发明人： David L. Bauer ,  Larry D. Bowyer ,  David M. Ruby ,  Richard A. Windhausen

IPC分类号： H04Q3/545 ,  H04Q11/04 ,  H04Q1/00

CPC分类号： H04Q3/545 ,  H04Q11/0407

摘要： There is disclosed a port communication method and apparatus for controlling system controller communications with port circuits of the system. The port communication apparatus generates commands to port module interfaces, interposed between the controller and port circuits, in a predetermined order and receives acknowledgement signals therefrom. Thereafter, the port interfaces concurrently collect data from the associated port circuits and transmit this data in response to a subsequent read command from the port communication apparatus. In one embodiment the port communication apparatus includes a programmable microcode routine which generates the commands using input parameters which are specified in various registers and in the microcode program call.

摘要翻译： 公开了一种用于控制与系统的端口电路的系统控制器通信的端口通信方法和装置。 端口通信装置以预定顺序生成插入在控制器和端口电路之间的端口模块接口的命令，并从其接收确认信号。 此后，端口接口同时从相关联的端口电路收集数据，并响应于来自端口通信设备的后续读取命令来发送该数据。 在一个实施例中，端口通信装置包括可编程微代码程序，其可以使用在各种寄存器和微代码程序调用中指定的输入参数生成命令。