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公开(公告)号：US20180295211A1
公开(公告)日：2018-10-11
申请号：US15481396
申请日：2017-04-06
Inventor： Vincent Pirat , Clément Choel , Christian Jacolot
Abstract: A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.
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公开(公告)号：US10469664B2
公开(公告)日：2019-11-05
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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公开(公告)号：US20180084111A1
公开(公告)日：2018-03-22
申请号：US15272304
申请日：2016-09-21
Inventor： Vincent Pirat , Clement Choel , Christian Jacolot , Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/5141 , H04M3/5166 , H04M3/58 , H04M7/0024
Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.
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Patent Agency Ranking
公开(公告)号：US09516167B2
公开(公告)日：2016-12-06
申请号：US14340526
申请日：2014-07-24
Inventor： Vincent Pirat , Frederic Thomas , Boris Nicolas , Herbert W. A. Ristock , Philippe Rais
CPC classification number: H04L65/1069 , H04L65/403 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M2201/40 , H04M2203/252 , H04M2203/253
Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.
Abstract translation: 一种系统包括：具有处理器的计算机化设备; 以及从非暂时物理介质在所述计算机化设备上执行的软件，所述软件提供：通过网络在两个或多个终端通信设备之间建立通信会话; 在会话中连接的各个终端通信设备上至少检测和记录媒体信道能力; 媒体渠道切换选项服务终端通讯设备; 检测用户操作终端通信设备进行的媒体频道切换选项选择; 以及为各个通信会话选择的媒体频道切换选项或选项的实现。
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公开(公告)号：US20160028891A1
公开(公告)日：2016-01-28
申请号：US14340526
申请日：2014-07-24
Inventor： Vincent Pirat , Frederic Thomas , Boris Nicolas , Herbert W.A. Ristock , Philippe Rais
IPC: H04M3/51
CPC classification number: H04L65/1069 , H04L65/403 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M2201/40 , H04M2203/252 , H04M2203/253
Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.
Abstract translation: 一种系统包括：具有处理器的计算机化设备; 以及从非暂时物理介质在所述计算机化设备上执行的软件，所述软件提供：通过网络在两个或多个终端通信设备之间建立通信会话; 在会话中连接的各个终端通信设备上至少检测和记录媒体信道能力; 媒体渠道切换选项服务终端通讯设备; 检测用户操作终端通信设备进行的媒体频道切换选项选择; 以及为各个通信会话选择的媒体频道切换选项或选项的实现。
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公开(公告)号：US10476917B2
公开(公告)日：2019-11-12
申请号：US15369358
申请日：2016-12-05
Inventor： Vincent Pirat , Frederic Thomas , Boris Nicolas , Herbert W. A. Ristock , Philippe Rais
Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.
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公开(公告)号：US09762733B1
公开(公告)日：2017-09-12
申请号：US15272312
申请日：2016-09-21
Inventor： Vasudev Ramanujaiaha , Christopher Connolly , Herbert Willi Artur Ristock , Vincent Pirat , Clement Choel , Christian Jacolot
CPC classification number: H04M3/5183 , H04M3/42068 , H04M3/5158 , H04M3/5166 , H04M2201/60 , H04M2203/408
Abstract: A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.
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公开(公告)号：US20170149844A1
公开(公告)日：2017-05-25
申请号：US15369358
申请日：2016-12-05
Inventor： Vincent Pirat , Frederic Thomas , Boris Nicolas , Herbert W.A. Ristock , Philippe Rais
CPC classification number: H04L65/1069 , H04L65/403 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M2201/40 , H04M2203/252 , H04M2203/253
Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.
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