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    Correlating Information Between Internet and Call Center Environments
    3.
    发明申请
    Correlating Information Between Internet and Call Center Environments 有权
    互联网和呼叫中心环境之间的相关信息

    公开(公告)号：US20110299523A1

    公开(公告)日：2011-12-08

    申请号：US13205121

    申请日：2011-08-08

    申请人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    发明人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    IPC分类号： H04L12/66

    CPC分类号： H04M7/003 ,  G06Q30/02 ,  H04L29/06 ,  H04L67/22 ,  H04L67/26 ,  H04M3/42102 ,  H04M3/42195 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04M2207/20 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13389

    摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

    摘要翻译： 通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。 有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。

    Filtering and policing for defending against denial of service attacks on a network
    4.
    发明授权
    Filtering and policing for defending against denial of service attacks on a network 有权
    过滤和监管以防止网络上的拒绝服务攻击

    公开(公告)号：US07672336B2

    公开(公告)日：2010-03-02

    申请号：US11565940

    申请日：2006-12-01

    申请人： Shaun Jaikarran Bharrat ,  Mark Duffy ,  Ronald V. Grippo ,  Shiping Li ,  John A. Perreault ,  Jian Yang

    发明人： Shaun Jaikarran Bharrat ,  Mark Duffy ,  Ronald V. Grippo ,  Shiping Li ,  John A. Perreault ,  Jian Yang

    IPC分类号： H04J3/00

    CPC分类号： H04L63/1458 ,  H04L2463/141

    摘要： Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.

    摘要翻译： 描述了基于计算机的方法和装置，包括计算机程序产品，用于过滤和监管以防止网络上的拒绝服务攻击。 数据包被多层过滤和传输系统过滤。 与第一层过滤器匹配的数据包将被丢弃。 基于标准将与第二层过滤器匹配的数据包发送到输出模块。 第三层过滤器中的数据包被散列到箱中，并且与箱中的条目匹配的数据包根据箱的标准传输到输出模块。 基于标准将第四层传输系统中的数据包发送到输出模块。 不符合传输到输出模块标准的数据包被传送到攻击识别模块，该模块分析数据包以识别攻击。

    Inserting out-of-band data into in-band data streams
    5.
    发明授权
    Inserting out-of-band data into in-band data streams 有权
    将带外数据插入带内数据流

    公开(公告)号：US08681820B2

    公开(公告)日：2014-03-25

    申请号：US13100035

    申请日：2011-05-03

    申请人： Shiping Li ,  Tolga Asveren ,  Keith M. Conger ,  Ronald V. Grippo

    发明人： Shiping Li ,  Tolga Asveren ,  Keith M. Conger ,  Ronald V. Grippo

    IPC分类号： H04J3/24

    CPC分类号： H04L65/602 ,  H04L65/608

    摘要： A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.

    摘要翻译： 提供了一种用于将带外信令分组插入到实时协议（RTP）流中的计算机实现的方法。 该方法包括：接收用于传输给用户设备的带外信令分组，并根据存储在描述RTP流的数据结构中的带外信令分组和报头信息，基于有效载荷信息形成合成分组。 该方法还包括将合成的分组插入到RTP流中。 该方法还包括经由RTP流接收用于传输到用户设备的RTP分组，分析在数据结构中维护的插入序列号和插入标记，以及基于分析来通过RTP流丢弃或转发RTP分组 。

    Filtering and Policing for Defending Against Denial of Service Attacks on a Network
    6.
    发明申请
    Filtering and Policing for Defending Against Denial of Service Attacks on a Network 有权
    过滤和管理以防止网络上的拒绝服务攻击

    公开(公告)号：US20080134327A1

    公开(公告)日：2008-06-05

    申请号：US11565940

    申请日：2006-12-01

    申请人： Shaun Jaikarran Bharrat ,  Mark Duffy ,  Ronald V. Grippo ,  Shiping Li ,  John A. Perreault ,  Jian Yang

    发明人： Shaun Jaikarran Bharrat ,  Mark Duffy ,  Ronald V. Grippo ,  Shiping Li ,  John A. Perreault ,  Jian Yang

    IPC分类号： G06F21/00

    CPC分类号： H04L63/1458 ,  H04L2463/141

    摘要： Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.

    摘要翻译： 描述了基于计算机的方法和装置，包括计算机程序产品，用于过滤和监管以防止网络上的拒绝服务攻击。 数据包被多层过滤和传输系统过滤。 与第一层过滤器匹配的数据包将被丢弃。 基于标准将与第二层过滤器匹配的数据包发送到输出模块。 第三层过滤器中的数据包被散列到箱中，并且与箱中的条目匹配的数据包根据箱的标准传输到输出模块。 基于标准将第四层传输系统中的数据包发送到输出模块。 不符合传输到输出模块标准的数据包被传送到攻击识别模块，该模块分析数据包以识别攻击。

    Correlating information between internet and call center environments
    7.
    发明授权
    Correlating information between internet and call center environments 有权
    互联网和呼叫中心环境之间的相关信息

    公开(公告)号：US09112952B2

    公开(公告)日：2015-08-18

    申请号：US13205121

    申请日：2011-08-08

    申请人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    发明人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    IPC分类号： H04M7/00 ,  G06Q30/02 ,  H04L29/06 ,  H04M3/51 ,  H04L29/08 ,  H04M3/42 ,  H04M3/523 ,  H04M7/12

    CPC分类号： H04M7/003 ,  G06Q30/02 ,  H04L29/06 ,  H04L67/22 ,  H04L67/26 ,  H04M3/42102 ,  H04M3/42195 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04M2207/20 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13389

    摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

    摘要翻译： 通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。 有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。

    INSERTING OUT-OF-BAND DATA INTO IN-BAND DATA STREAMS
    8.
    发明申请
    INSERTING OUT-OF-BAND DATA INTO IN-BAND DATA STREAMS 有权
    将带外数据插入带内数据流

    公开(公告)号：US20120281690A1

    公开(公告)日：2012-11-08

    申请号：US13100035

    申请日：2011-05-03

    申请人： Shiping Li ,  Tolga Asveren ,  Keith M. Conger ,  Ronald V. Grippo

    发明人： Shiping Li ,  Tolga Asveren ,  Keith M. Conger ,  Ronald V. Grippo

    IPC分类号： H04L12/66

    CPC分类号： H04L65/602 ,  H04L65/608

    摘要： A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.

    摘要翻译： 提供了一种用于将带外信令分组插入到实时协议（RTP）流中的计算机实现的方法。 该方法包括：接收用于传输给用户设备的带外信令分组，并根据存储在描述RTP流的数据结构中的带外信令分组和报头信息，基于有效载荷信息形成合成分组。 该方法还包括将合成的分组插入到RTP流中。 该方法还包括经由RTP流接收用于传输到用户设备的RTP分组，分析在数据结构中维护的插入序列号和插入标记，以及基于分析来通过RTP流丢弃或转发RTP分组 。

    Method and system for establishing voice communications in an internet environment
    9.
    发明授权
    Method and system for establishing voice communications in an internet environment 失效
    在互联网环境中建立语音通信的方法和系统

    公开(公告)号：US06385646B1

    公开(公告)日：2002-05-07

    申请号：US08702306

    申请日：1996-08-23

    申请人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    发明人： Sanford Samuel Brown ,  Oleh George Danyluk ,  Ronald V. Grippo

    IPC分类号： G06F1516

    CPC分类号： H04M7/003 ,  G06Q30/02 ,  H04L29/06 ,  H04L67/22 ,  H04L67/26 ,  H04M3/42102 ,  H04M3/42195 ,  H04M3/5191 ,  H04M3/5231 ,  H04M7/12 ,  H04M2207/20 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13152 ,  H04Q2213/13175 ,  H04Q2213/13389

    摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.

    摘要翻译： 通过诸如电话网络的电信网络和诸如因特网之类的分组网络可连接的呼叫中心之间的基于网络的级别的信息的协调，可以改善客户与网站之间的互动以及与 一个呼叫中心 关于客户和客户的Web交互的信息与呼叫一起被传送到呼叫中心代理，从而提高呼叫处理的生产力和效率以及改进的呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。 因此，使用Web和呼叫中心的组合营销方法可以使客户获取和销售工具比仅仅点击回调工具更强大。