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公开(公告)号：US20080004945A1
公开(公告)日：2008-01-03
申请号：US11479056
申请日：2006-06-30
IPC分类号： G06F11/34
CPC分类号： G06Q30/02 , G06Q10/06398
摘要： Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively. The method further comprises the step of ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.
摘要翻译： 在各种实施例中公开的是在计算机可读介质上实现的用于自动评分交互的各种系统，方法和程序。 在一个实施例中，提供了一种方法的示例，其包括以下步骤：将多个交互存储在存储器中，其中为每个交互记录了多个交互因素，每个交互因素包括交互的一个方面 。 该方法还包括以下步骤：将多个规则应用于每个交互以识别每个交互中的多个事件，每个规则定义与至少一个交互因素相关联的至少一个事件 相应的一个交互，并且基于分别定义在每个交互中发生的至少一个事件的规则，在每个交互的计算机系统中生成分数。 该方法还包括基于为交互产生的得分而相对于彼此排列交互的至少一个子集的步骤。
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公开(公告)号：US07853800B2
公开(公告)日：2010-12-14
申请号：US11479841
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/32
CPC分类号： G06F21/606 , G06F21/6218 , G06Q20/3829 , H04L9/083 , H04L9/0841
摘要： Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.
摘要翻译： 公开了用于在客户中心中检索和回放安全的捕获的数据的系统和方法。 在另一个实施例中，该方法包括：通过检索组件发送请求以从记录子系统检索存储的加密数据; 在所述检索部件和所述记录子系统之间建立安全通信以检索所存储的加密数据; 通过检索组件接收存储的加密数据; 发送用于检索用于解密所存储的加密数据的电子密钥的请求; 通过检索部件接收电子钥匙; 使用电子密钥解密存储的加密数据; 并回放解密的数据。
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公开(公告)号：US07848524B2
公开(公告)日：2010-12-07
申请号：US11479925
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/00
CPC分类号： H04L9/083 , G06Q20/3674 , H04L63/06 , H04L63/08 , H04L63/166 , H04L2209/60
摘要： Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.
摘要翻译： 公开了用于提供电子密钥的系统和方法，所述电子密钥用于加密和解密客户中心中的安全捕获数据。 在一个实施例中，该方法包括以下步骤：通过密钥管理系统和检索部件之间的网络建立安全通信; 将至少一个电子密钥的副本发送到电耦合到所述检索部件的高速缓存器; 接收检索电子钥匙的请求; 以及发送用于解密存储的数据的所检索的电子密钥。
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公开(公告)号：US20080005568A1
公开(公告)日：2008-01-03
申请号：US11479925
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/00
CPC分类号： H04L9/083 , G06Q20/3674 , H04L63/06 , H04L63/08 , H04L63/166 , H04L2209/60
摘要： Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.
摘要翻译： 公开了用于提供电子密钥的系统和方法，所述电子密钥用于加密和解密客户中心中的安全捕获数据。 在一个实施例中，该方法包括以下步骤：通过密钥管理系统和检索部件之间的网络建立安全通信; 将至少一个电子密钥的副本发送到电耦合到所述检索部件的高速缓存器; 接收检索电子钥匙的请求; 以及发送用于解密存储的数据的所检索的电子密钥。
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公开(公告)号：US08290871B1
公开(公告)日：2012-10-16
申请号：US12769541
申请日：2010-04-28
CPC分类号： H04L63/0428 , G06Q20/3674 , H04L9/083 , H04L63/06 , H04L2209/60
摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.
摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。
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公开(公告)号：US20080005569A1
公开(公告)日：2008-01-03
申请号：US11479926
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/00
CPC分类号： H04L63/0428 , G06Q20/3674 , H04L9/083 , H04L63/06 , H04L2209/60
摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.
摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。
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公开(公告)号：US20080005588A1
公开(公告)日：2008-01-03
申请号：US11479841
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/32 , H04L9/00 , G06F12/14 , G06F17/30 , G06K9/00 , H04K1/00 , G06F7/04 , G06F11/30 , H03M1/68 , H04N7/16
CPC分类号： G06F21/606 , G06F21/6218 , G06Q20/3829 , H04L9/083 , H04L9/0841
摘要： Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.
摘要翻译： 公开了用于在客户中心中检索和回放安全的捕获的数据的系统和方法。 在另一个实施例中，该方法包括：通过检索组件发送请求以从记录子系统检索存储的加密数据; 在所述检索部件和所述记录子系统之间建立安全通信以检索所存储的加密数据; 通过检索组件接收存储的加密数据; 发送用于检索用于解密所存储的加密数据的电子密钥的请求; 通过检索部件接收电子钥匙; 使用电子密钥解密存储的加密数据; 并回放解密的数据。
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公开(公告)号：US07769176B2
公开(公告)日：2010-08-03
申请号：US11479926
申请日：2006-06-30
申请人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
发明人： Joe Watson , Damian Smith , Marc Calahan , Jamie Richard Williams , Thomas Dong
IPC分类号： H04L9/00
CPC分类号： H04L63/0428 , G06Q20/3674 , H04L9/083 , H04L63/06 , H04L2209/60
摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.
摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。
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9.发明授权Systems and methods for recording resource association in a recording environment 有权在记录环境中记录资源关联的系统和方法公开(公告)号：US08170184B2
公开(公告)日：2012-05-01
申请号：US11693933
申请日：2007-03-30
申请人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
发明人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
IPC分类号： H04M1/64
CPC分类号： H04M3/42314 , H04M3/42221 , H04M7/12
摘要： Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.
摘要翻译： 包括用于频道映射的实施例。 系统的至少一个实施例包括被配置为发起与通信设备的通信的发起组件，该通信设备被耦合到第一扩展。 一些实施例包括被配置为在多个记录资源处从多个分机接收记录数据的接收组件，所述多个分机包括第一分机和至少一个其他分机。 类似地，一些实施例包括被配置为确定接收到发起的通信的信道的第一确定组件。
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10.发明授权Systems and methods for recording resource association for a communications environment 有权用于记录通信环境的资源关联的系统和方法公开(公告)号：US08743730B2
公开(公告)日：2014-06-03
申请号：US11693828
申请日：2007-03-30
申请人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
发明人： Marc Calahan , Jamie Richard Williams , Kenneth Richard Brodhagen , Damian Smith , Robert John Barnes
CPC分类号： H04L12/56
摘要： Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.
摘要翻译： 包括用于确定扩展到信道映射的实施例。 至少一个实施例包括在第一时间确定第一扩展到信道映射配置，第一扩展到信道映射配置包括至少一个扩展耦合到第一记录信道的指示。 类似地，一些实施例包括在第二时间确定第二扩展到信道映射配置，第二扩展到信道映射配置包括所述至少一个扩展耦合到第二记录信道的指示。 类似地，一些实施例包括创建扩展到频道映射，在第一时间和第二时间段之间的时间段期间，指示至少一个分机，第一记录频道和第二频道的配置的分机到频道映射 第二次。
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