公开(公告)号：US07574345B2

公开(公告)日：2009-08-11

申请号：US11396099

申请日：2006-03-30

申请人： James Randall West ,  Darryl Hymel

发明人： James Randall West ,  Darryl Hymel

IPC分类号： G06F9/44

CPC分类号： H04L61/35 ,  H04L61/6022

摘要： A fixed MAC address of a cable modem is used to generate a series of unique MAC Addresses in order to simulate multiple cable modems from the CMTS's point of view. Before a scheduled maintenance operation, a simulated MAC address value is disbursed to pertinent hardware registers in the cable modem. When the station maintenance occurs, the simulated MAC address value is sent in place of the fixed original address.

摘要翻译： 电缆调制解调器的固定MAC地址用于生成一系列唯一的MAC地址，以便从CMTS的角度模拟多个电缆调制解调器。 在计划的维护操作之前，模拟的MAC地址值被发送到电缆调制解调器中的相关硬件寄存器。 发生站维护时，发送模拟的MAC地址值代替固定的原始地址。

公开(公告)号：US07003462B2

公开(公告)日：2006-02-21

申请号：US10955880

申请日：2004-09-30

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L21/00

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US06598021B1

公开(公告)日：2003-07-22

申请号：US09615392

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L2100

CPC分类号： G10L15/005 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2061

摘要： A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.

摘要翻译： 一种用于通过通信网络将由组织的代理提供的口头表达的方言调整到组织的人类目标的方法和装置。 该方法包括以下步骤：确定代理用于与目标通信的方言，基于所确定的方言修改用于与目标通信的代理的口头呈现的方言，并将修改的口头呈现呈现给目标 。

公开(公告)号：US06366665B1

公开(公告)日：2002-04-02

申请号：US09505206

申请日：2000-02-16

申请人： Darryl Hymel ,  Tim Moore

发明人： Darryl Hymel ,  Tim Moore

IPC分类号： H04M3523

CPC分类号： H04M3/5232 ,  H04M3/36 ,  H04M3/382 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5233

摘要： A method and apparatus are provided for allocating resources within an automatic call distributor. The method includes the steps of receiving an incoming call from a supervisor on a voice channel of the automatic call distributor and routing the incoming call to an autoattendant of the automatic call distributor. The method further includes the steps of presenting the supervisor with a set of options regarding the allocation of resources within the automatic call distributor, receiving a change request from the supervisor and executing the change request.

摘要翻译： 提供了一种用于在自动呼叫分配器内分配资源的方法和装置。 该方法包括以下步骤：在自动呼叫分配器的语音信道上从主管接收呼入呼叫，并将呼入路由到自动呼叫分配器的自动上网。 该方法还包括以下步骤：向管理员呈现关于自动呼叫分配器内的资源分配的一组选项，从主管接收改变请求并执行改变请求。

公开(公告)号：US20070239391A1

公开(公告)日：2007-10-11

申请号：US11396099

申请日：2006-03-30

申请人： James West ,  Darryl Hymel

发明人： James West ,  Darryl Hymel

IPC分类号： G01D3/00 ,  H04B1/38

CPC分类号： H04L61/35 ,  H04L61/6022

摘要： A fixed MAC address of a cable modem is used to generate a series of unique MAC Addresses in order to simulate multiple cable modems from the CMTS's point of view. Before a scheduled maintenance operation, a simulated MAC address value is disbursed to pertinent hardware registers in the cable modem. When the station maintenance occurs, the simulated MAC address value is sent in place of the fixed original address.

摘要翻译： 电缆调制解调器的固定MAC地址用于生成一系列唯一的MAC地址，以便从CMTS的角度模拟多个电缆调制解调器。 在计划的维护操作之前，模拟的MAC地址值被发送到电缆调制解调器中的相关硬件寄存器。 发生站维护时，发送模拟的MAC地址值代替固定的原始地址。

公开(公告)号：US07043009B1

公开(公告)日：2006-05-09

申请号：US09499817

申请日：2000-02-08

申请人： Paul Fischer ,  Darryl Hymel ,  Bernard McGourty

发明人： Paul Fischer ,  Darryl Hymel ,  Bernard McGourty

IPC分类号： H04M3/00

CPC分类号： H04Q3/64 ,  H04M3/42059 ,  H04M3/5191 ,  H04Q2213/13072 ,  H04Q2213/13097 ,  H04Q2213/13175 ,  H04Q2213/13389

摘要： Method and apparatus for providing customer data to an agent in connection with an organization's automatic call distribution (ACD) system. The desired customer data and its format can be tailored to the organization's needs and packaged as a web page. The ACD provides a URL to a browser of the agent, which accesses the URL at a server. The web page corresponds with the URL and is provided by the server to the browser. The data can be displayed to the agent, regardless of the type of customer contact with the organization's ACD system.

摘要翻译： 用于向组织的自动呼叫分配（ACD）系统提供客户数据给代理的方法和装置。 所需的客户数据及其格式可以根据组织的需求进行调整，并作为网页打包。 ACD向代理的浏览器提供URL，该URL访问服务器上的URL。 网页对应于URL，由服务器提供给浏览器。 数据可以显示给代理，无论客户与组织的ACD系统联系的类型如何。

公开(公告)号：US06970821B1

公开(公告)日：2005-11-29

申请号：US09670093

申请日：2000-09-26

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G06F17/27 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  G10L21/00 ,  G10L15/18 ,  G10L15/26 ,  H04M1/64

CPC分类号： G06F17/277 ,  G06F17/2775 ,  G06F17/2785 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/357

摘要： A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.

摘要翻译： 提供一种方法和装置，用于在与客户进行线程对话期间呈现电话推销员遵循的脚本。 该方法包括以下步骤：将客户的响应的单词内容识别到所呈现的脚本的第一部分，并在响应的上下文中检测关键词和关键词。 该方法还包括以下步骤：在上下文中评估检测到的关键字和关键词以确定信息内容，将评估词的信息内容与多个预期客户响应的信息内容进行比较，并用 最接近的相对匹配并且跟随与客户的所选择的预期客户响应相关联的脚本作为所呈现的脚本的第二部分。

公开(公告)号：US07085719B1

公开(公告)日：2006-08-01

申请号：US09615266

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G01L15/04 ,  H04M3/22

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US06990524B1

公开(公告)日：2006-01-24

申请号：US09505318

申请日：2000-02-16

申请人： Darryl Hymel

发明人： Darryl Hymel

IPC分类号： G06F15/16

CPC分类号： H04L29/06027 ,  H04L65/1096 ,  H04M3/5191

摘要： A method and apparatus are provided for routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet. The method includes the steps of receiving an Internet call from an Internet caller by the host through the Internet, requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network and transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.

摘要翻译： 提供了一种在具有耦合到公共交换电话网络的自动呼叫分配器和耦合到因特网的主机的自动呼叫分配器系统内路由多媒体呼叫的方法和装置。 该方法包括以下步骤：由主机通过因特网从互联网呼叫者接收因特网呼叫，从联合到公共交换电话网络的自动呼叫分配器请求用于处理因特网呼叫的代理分配，并将互联网呼叫传送到终端 由自动呼叫经销商分配的代理。

公开(公告)号：US20050119893A1

公开(公告)日：2005-06-02

申请号：US10955880

申请日：2004-09-30

申请人： Craig Shambaugh ,  Anthony Dezonno ,  Mark Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim Martin ,  Darryl Hymel ,  Laird Williams

发明人： Craig Shambaugh ,  Anthony Dezonno ,  Mark Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim Martin ,  Darryl Hymel ,  Laird Williams

IPC分类号： G10L13/02 ,  G10L21/00 ,  H04M3/51

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。