公开(公告)号：US6052093A

公开(公告)日：2000-04-18

申请号：US987435

申请日：1997-12-09

申请人： Nian Jing Yao ,  Vikram Verma ,  Patrick Peterson

发明人： Nian Jing Yao ,  Vikram Verma ,  Patrick Peterson

IPC分类号： H01Q1/22 ,  H01Q1/38 ,  H01Q13/16 ,  H05K1/16 ,  H01Q13/10

CPC分类号： H01Q1/2208 ,  H01Q1/22 ,  H01Q1/38 ,  H01Q13/16 ,  H05K1/16

摘要： This invention discloses a small slot antenna incorporated within a flat circuit board and having a three dimension omni-directional radiation pattern. In one embodiment, the antenna is formed as an L shaped slot along two edges of the circuit board of a miniature radio transceiver. The antenna is ideally suited for use in applications where radio frequency inventory tags (operating in the high VHF to low UHF frequency ranges of 400 to 500 mHz) are associated with items for which a high level of inventory control is required. It is important that such tags be able to communicate with vertical and horizontal polarized signals with reasonable gain. This invention features a low cost for manufacture and has application in radio communications in general wherever there is a requirement for a small transceiver with an integrated, orientation insensitive antenna.

摘要翻译： 本发明公开了一种结合在平坦电路板内并具有三维全向辐射图案的小缝隙天线。 在一个实施例中，天线沿着微型无线电收发器的电路板的两个边缘形成为L形槽。 该天线非常适合用于需要高级别库存控制的项目的射频清单标签（在高VHF至低UHF频率范围为400至500 mHz下运行）的应用。 重要的是，这样的标签能够以合理的增益与垂直和水平极化信号进行通信。 本发明的特征在于制造成本低，并且一般应用于无线电通信中，只要需要具有集成的取向不敏感天线的小型收发器。

公开(公告)号：US06970554B1

公开(公告)日：2005-11-29

申请号：US10090264

申请日：2002-03-04

申请人： Patrick Peterson ,  Michael Roberts

发明人： Patrick Peterson ,  Michael Roberts

IPC分类号： H04M1/656 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527

CPC分类号： H04M3/42221 ,  H04M3/5175

摘要： An observation system for observation calls to a call center includes an automatic call director (ACD) unit, an interactive voice response (IVR) unit, and a recorder unit. The ACD receives incoming calls to the call center and also queues and switches the calls to various lines of the call center. The IVR unit is connected to the ACD unit and interacts with a caller via an interactive computer program in which the caller enters a response to a prompt and the response causes the interactive program to provide the caller with information or another prompt. The recorder unit records calls to the call center from beginning to end, including prompts made by the IVR unit, callers responses to the prompts, and information provided by the IVR unit to the callers.

摘要翻译： 用于对呼叫中心的观察呼叫的观察系统包括自动呼叫指导（ACD）单元，交互式语音响应（IVR）单元和记录单元。 ACD接收到呼叫中心的来电，并将呼叫排队并切换到呼叫中心的各种线路。 IVR单元连接到ACD单元，并通过交互式计算机程序与呼叫者进行交互，其中呼叫者输入对提示的响应，并且响应使得交互程序向呼叫者提供信息或另一提示。 记录器单元从头到尾记录呼叫中心，包括IVR单元提示，呼叫者对提示的响应以及IVR单元向呼叫者提供的信息。

公开(公告)号：US06898277B1

公开(公告)日：2005-05-24

申请号：US10090524

申请日：2002-03-04

申请人： Marie Meteer ,  Patrick Peterson ,  Bernhard Suhm

发明人： Marie Meteer ,  Patrick Peterson ,  Bernhard Suhm

IPC分类号： G06F7/00 ,  G06F17/40 ,  H04M1/64 ,  H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527

CPC分类号： H04M3/5166 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/5175 ,  Y10S707/99931

摘要： A system for forming a database indexed with content-based parameters, corresponding to recordings of contacts to a contact center, includes an analysis unit, a mining unit, and a correlation unit. The analysis unit performs automated-portion analysis techniques to ascertain predetermined events occurring in recordings of automated portions of the contacts to the contact center. The mining unit performs audio mining of recordings of agent portions of the contacts to the contact center. The correlation unit correlates an event occurring in an agent portion of the recordings with a corresponding one of a plurality of content-based parameters selected to be used as indices of the database, and makes an entry in the database based on the correlated event and the corresponding content-based parameter.

摘要翻译： 用于形成与基于内容的参数相对应的数据库的系统，对应于联系中心的联系人的记录，包括分析单元，挖掘单元和相关单元。 分析单元执行自动化部分分析技术，以确定在联系中心的联系人的自动化部分的记录中发生的预定事件。 采矿单位对联络中心执行将联系人的代理部分的记录的音频挖掘。 相关单元将记录的代理部分中发生的事件与被选择用作数据库的索引的多个基于内容的参数中的相应的一个相关联，并且基于相关事件和数据库中的条目进行条目 相应的基于内容的参数。

公开(公告)号：US20060147938A1

公开(公告)日：2006-07-06

申请号：US10713653

申请日：2003-11-14

申请人： Molly Accola ,  Susan Wigdal ,  Andrea Mast ,  Christian Bartholomay ,  Robert Kwiatkowski ,  Vincent Tevere ,  Hon Ip ,  Kathleen Carroll ,  Patrick Peterson ,  Poonam Agarwal ,  Nancy Jarvis ,  Jeff Hall ,  Robert Roeven

发明人： Molly Accola ,  Susan Wigdal ,  Andrea Mast ,  Christian Bartholomay ,  Robert Kwiatkowski ,  Vincent Tevere ,  Hon Ip ,  Kathleen Carroll ,  Patrick Peterson ,  Poonam Agarwal ,  Nancy Jarvis ,  Jeff Hall ,  Robert Roeven

IPC分类号： C12Q1/68 ,  C07H21/04

CPC分类号： C12Q1/6883 ,  C12Q2600/156 ,  C12Q2600/16

摘要： The present invention provides compositions and methods for the detection and characterization of mutations associated with cystic fibrosis. More particularly, the present invention provides compositions, methods and kits for using invasive cleavage structure assays (e.g. the INVADER assay) to screen nucleic acid samples, e.g., from patients, for the presence of any one of a collection of mutations in the CFTR gene associated with cystic fibrosis. The present invention also provides compositions, methods and kits for screening sets of CFTR alleles in a single reaction container.

摘要翻译： 本发明提供了用于检测和表征与囊性纤维化相关的突变的组合物和方法。 更具体地，本发明提供了组合物，方法和试剂盒，其用于使用侵入性切割结构测定法（例如INVADER测定法）筛选核酸样品，例如来自患者，以存在CFTR基因中的任何突变集合 与囊性纤维化有关。 本发明还提供用于筛选单个反应容器中的CFTR等位基因组的组合物，方法和试剂盒。

公开(公告)号：US06823054B1

公开(公告)日：2004-11-23

申请号：US10090369

申请日：2002-03-04

申请人： Bernhard Suhm ,  Patrick Peterson

发明人： Bernhard Suhm ,  Patrick Peterson

IPC分类号： H04M1500

CPC分类号： H04M15/41 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5175 ,  H04M15/00 ,  H04M15/43 ,  H04M15/58 ,  H04M2215/0164 ,  H04M2215/0188

摘要： A system for analyzing an interactive voice response (IVR) system of a call processing center determines a complete sequence of events occurring within the IVR system. The IVR system being operable to automatically accept calls from callers and respond to input from the callers. The system models a call flow of the IVR system as a non-deterministic finite-state automaton. A recording of a plurality of calls to the call processing center is split, such that each of plural calls to the call center is in one audio file. For a plurality of calls, the system detects a complete sequence of DTMF and/or speech input to the IVR system, detects selected prompts issued by the IVR system, and inputs the detected sequence of DTMF and/or speech input as well as the detected prompts issued by the IVR system into the finite-state automaton to determine a call-event sequence for that call. The call-event sequence includes information regarding how that call left the IVR system.

摘要翻译： 用于分析呼叫处理中心的交互式语音响应（IVR）系统的系统确定在IVR系统内发生的完整事件序列。 IVR系统可操作以自动接受来自呼叫者的呼叫并响应来自呼叫者的输入。 该系统将IVR系统的呼叫流建模为非确定性有限状态自动机。 对呼叫处理中心的多个呼叫的记录被分割，使得对呼叫中心的多个呼叫中的每一个都在一个音频文件中。 对于多个呼叫，系统检测到IVR系统的完整的DTMF和/或语音输入序列，检测由IVR系统发出的选择的提示，并输入检测到的DTMF和/或语音输入的序列以及检测到的 IVR系统发出的提示进入有限状态自动机，以确定该呼叫的呼叫事件序列。 呼叫事件序列包括关于呼叫如何离开IVR系统的信息。

公开(公告)号：US20070204063A1

公开(公告)日：2007-08-30

申请号：US11784383

申请日：2007-04-05

申请人： Scott Banister ,  Paul Clegg ,  Peter Schlampp ,  Patrick Peterson

发明人： Scott Banister ,  Paul Clegg ,  Peter Schlampp ,  Patrick Peterson

IPC分类号： G06F15/173

CPC分类号： G06Q10/107 ,  H04L51/12

摘要： Message delivery approaches are disclosed in which senders can define filters with associated actions for evaluation in relation to specified messages. After creating and storing filters with specified actions, senders dispatch messages to a processing system, which evaluates the filters against the messages. If a match occurs, the processing system performs the specified actions on the messages. In one embodiment, the processing system can send the same message multiple times to different receiving systems, and can modify the source IP address and outbound interface of the message for each receiving system. Further, the source IP address or interface may be modified by a filter in response to external events, such as a receiving system blocking another copy of the message. In this way, a single message processing system can appear as a large number of virtual message sending units, thereby increasing the chance that a particular message will arrive at its destination without blocking by message blocking or filtering technologies at the receiver. For bulk mailers, different filters can be associated with different communication campaigns.

摘要翻译： 公开了消息传递方法，其中发送者可以定义具有关于指定消息的用于评估的相关联的动作的过滤器。 在创建和存储具有指定操作的过滤器之后，发件人将消息分派到处理系统，处理系统根据消息评估过滤器。 如果发生匹配，则处理系统对消息执行指定的操作。 在一个实施例中，处理系统可以向不同的接收系统多次发送相同的消息，并且可以修改每个接收系统的消息的源IP地址和出站接口。 此外，响应于诸如接收系统阻止消息的另一副本的外部事件，源IP地址或接口可以被过滤器修改。 以这种方式，单个消息处理系统可以显示为大量的虚拟消息发送单元，从而增加特定消息将到达其目的地的机会，而不会在接收器处阻塞或过滤消息。 对于批量邮寄员，不同的过滤器可以与不同的通信活动相关联。

公开(公告)号：US20060188075A1

公开(公告)日：2006-08-24

申请号：US11063759

申请日：2005-02-22

申请人： Patrick Peterson

发明人： Patrick Peterson

IPC分类号： H04M1/64

CPC分类号： H04M3/487 ,  H04M3/36 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191

摘要： Systems and methods that, among other things, analyze and monitor the performance of a call center including performance of the interactive voice response (IVR) systems, call center agents, and other components of the call center. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events and the actions that take place during the call. These events and actions may be defined as complex customer/call center interactions, such as dropped calls, logic errors or other event. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day or for each agent, the number of times a client was left on hold for more than two minutes, or other such metrics that may be monitored by the systems described herein. The data collected about these events and the resulting metrics may be stored in a database and provided to a call center administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call that are of interest to the administrator.

摘要翻译： 除其他外，分析和监控呼叫中心的性能的系统和方法，包括交互式语音响应（IVR）系统，呼叫中心代理和呼叫中心的其他组件的性能。 系统和方法记录呼叫的特征，例如音频数据，并分析该记录以识别呼叫期间发生的事件和动作。 这些事件和动作可以定义为复杂的客户/呼叫中心交互，例如掉话，逻辑错误或其他事件。 呼叫中心管理员还可以标识一组度量，例如在一天或每个代理期间发生的掉线呼叫的数量，客户端被搁置超过两分钟的次数，或其他这样的度量， 可以由本文所述的系统监视。 收集的关于这些事件和所得到的度量的数据可以存储在数据库中，并通过用户界面提供给呼叫中心管理员，该用户界面允许管理员浏览所收集的度量标准和记录的呼叫数据，并直接审查呼叫的相关部分， 是管理员感兴趣的。

公开(公告)号：US07003079B1

公开(公告)日：2006-02-21

申请号：US10090234

申请日：2002-03-04

申请人： Daniel McCarthy ,  Patrick Peterson

发明人： Daniel McCarthy ,  Patrick Peterson

IPC分类号： H04M3/22 ,  H04M11/00 ,  H04M3/00

CPC分类号： H04M3/493 ,  H04M3/2227

摘要： An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.

摘要翻译： 用于监视由自动呼叫处理中心使用的交互式语音响应（IVR）系统的性能的装置和方法产生呼叫活动的日志，从日志确定路由信息，记录路由呼叫的代理呼叫者对话部分中的预定重要活动 到日志中的代理，并确定与呼叫者的真实意图相关的至少一个数量。 从日志生成IVR系统的性能模型。 分析日志，路由信息，与呼叫者真实意图相关的数量和性能模型，以确定用于监视IVR系统的IVR系统的性能值。

公开(公告)号：US06922466B1

公开(公告)日：2005-07-26

申请号：US10090522

申请日：2002-03-04

申请人： Patrick Peterson ,  Bernhard Suhm ,  Yvette Tenney ,  Daniel McCarthy ,  Patrick McHugh ,  Peter Dick

发明人： Patrick Peterson ,  Bernhard Suhm ,  Yvette Tenney ,  Daniel McCarthy ,  Patrick McHugh ,  Peter Dick

IPC分类号： H04M1/64 ,  H04M3/42 ,  H04M3/51

CPC分类号： H04M3/5166 ,  H04M3/42221 ,  H04M3/5175 ,  H04M15/41 ,  H04M15/90 ,  H04M2215/016 ,  H04M2215/0164

摘要： A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.

摘要翻译： 用于评估自动呼叫路由系统的性能的系统被构造成使呼叫者通过包括交互式语音响应（IVR）部分的呼叫来呈现给自动呼叫路由系统，并且在呼叫者的选择下，呼叫者/代理对话 一部分。 该系统用于监视进入自动呼叫路由系统的呼叫并记录来自进入自动呼叫路由系统的呼叫中的端到端呼叫。 所记录的呼叫的事件序列被转录，包括发生在IVR部分和呼叫者/代理对话部分中的事件，以识别感兴趣的预定呼叫事件。 分析转录的呼叫以推断每个记录呼叫的完整事件序列。 根据分析，至少部分地基于主叫方在IVR部分期间获得的信息来对应于自动呼叫路由系统的成本效益和可用性来计算参数。

公开(公告)号：US06904143B1

公开(公告)日：2005-06-07

申请号：US10090395

申请日：2002-03-04

申请人： Patrick Peterson ,  Michael Decerbo

发明人： Patrick Peterson ,  Michael Decerbo

IPC分类号： H04M1/65 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/527

CPC分类号： H04M15/58 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2215/0188

摘要： An apparatus for logging events that occur during a call to a call center includes an analysis unit and a memory unit. The analysis unit analyzes a recording of a complete call to the call center. The memory unit automatically records, in an event log, information about events that occurred during an interaction between the caller and an interactive voice response (IVR) program of an IVR system of the call center. The analysis unit is programmed with the IVR program's call flow, such that all possible paths the caller may take while interacting with the IVR program are known by the analysis unit. The event log logs events in sequential order and includes data on at least one of the following: a prompt made by the IVR system to the caller, a touch-tone entry made by the caller in response to the prompt, a verbal answer spoken by the caller in response to the prompt, a period of silence, termination of the call by the caller, and transfer of the call to a live agent.

摘要翻译： 用于记录在呼叫中心呼叫期间发生的事件的装置包括分析单元和存储单元。 分析单元分析对呼叫中心的完整呼叫的记录。 存储单元在事件日志中自动记录关于在呼叫者与呼叫中心的IVR系统的交互语音响应（IVR）程序之间的交互期间发生的事件的信息。 分析单元用IVR程序的呼叫流程编程，使得调用者在与IVR程序交互时可能采取的所有可能的路径是分析单元已知的。 事件日志按顺序记录事件，并且包括以下至少之一的数据：由IVR系统向呼叫者提供的提示，由呼叫者响应于提示而进行的按键音输入，由 呼叫者响应提示，静默期间，呼叫者终止呼叫，并将呼叫转移到实时代理。