公开(公告)号：US08166173B2

公开(公告)日：2012-04-24

申请号：US09977497

申请日：2001-10-16

申请人： Colin Andrew Low ,  Rycharde Jeffery Hawkes ,  Lawrence Wilcock

发明人： Colin Andrew Low ,  Rycharde Jeffery Hawkes ,  Lawrence Wilcock

IPC分类号： G06F15/16

CPC分类号： H04L12/1822 ,  G06Q30/06 ,  H04L51/02 ,  H04M3/42195 ,  H04M3/51 ,  H04M3/5141

摘要： A method is provided for inviting an assistant entity, such as a customer service representative acting through a endpoint system, into an existing network communication session established by a service system. The service system controls the joining of endpoint entities to the session and enables endpoint entities joined to the session to communicate with each other. The method involves a first party associated with an endpoint system already joined to the session, indicating to the service system that the presence of an assistant entity is required. The service system selects an appropriate assistant entity taking account of the current context of the communication session, and joins the selected assistant entity to the session.

摘要翻译： 提供了一种用于将诸如通过端点系统执行的客户服务代表的辅助实体邀请到由服务系统建立的现有网络通信会话中的方法。 服务系统控制端点实体加入会话，并使连接到会话的端点实体相互通信。 该方法涉及与已经连接到会话的端点系统相关联的第一方，向服务系统指示需要存在辅助实体。 服务系统选择适当的辅助实体，考虑通信会话的当前上下文，并将所选择的辅助实体加入会话。

公开(公告)号：US07334017B2

公开(公告)日：2008-02-19

申请号：US09977501

申请日：2001-10-16

申请人： Rycharde Jeffery Hawkes ,  Lawrence Wilcock ,  Colin Andrew Low

发明人： Rycharde Jeffery Hawkes ,  Lawrence Wilcock ,  Colin Andrew Low

IPC分类号： G06F15/16 ,  G06F15/04 ,  G06F15/173

CPC分类号： H04M3/493 ,  H04M3/42195 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M3/56 ,  H04M7/006 ,  H04M2203/4536

摘要： A content-provider entity provides content to media channels established in respect of a network communication session. The content-provider entity has a transport subsystem for establishing media channel connections to a session transport mechanism in accordance with channel type and connection details received by the entity. The content-provider entity also has a media subsystem providing a respective media handler of appropriate type for each media channel connection established by the transport subsystem. Each media handler is responsible for delivering media content of its associated type from a media source to the corresponding channel connection. A delivery controller of the media subsystem controls the selection and delivery of media content through the media handlers in dependence on context data supplied to the content-provider entity.

摘要翻译： 内容提供商实体向在网络通信会话中建立的媒体信道提供内容。 内容提供者实体具有传输子系统，用于根据由该实体接收的信道类型和连接细节建立到会话传输机制的媒体信道连接。 内容提供商实体还具有媒体子系统，为由传输子系统建立的每个媒体信道连接提供适当类型的相应媒体处理器。 每个媒体处理程序负责将其相关类型的媒体内容从媒体源传送到相应的频道连接。 媒体子系统的传送控制器根据提供给内容提供商实体的上下文数据，通过媒体处理器控制媒体内容的选择和传送。

公开(公告)号：US06996605B2

公开(公告)日：2006-02-07

申请号：US09977496

申请日：2001-10-16

申请人： Colin Andrew Low ,  Rycharde Jeffery Hawkes ,  Lawrence Wilcock

发明人： Colin Andrew Low ,  Rycharde Jeffery Hawkes ,  Lawrence Wilcock

IPC分类号： G06F13/00

CPC分类号： H04L12/1831 ,  G06Q30/06 ,  H04L29/06 ,  H04L29/06027 ,  H04L65/1069 ,  H04L65/4038 ,  H04L65/80 ,  H04L67/02 ,  H04L67/14 ,  H04L67/142 ,  H04M3/5175 ,  H04M3/5191

摘要： A service system associated with a web site establishes a respective communication session for each of at least selected web pages and joins to the session any party currently viewing the page. A sessions overview subsystem is notified of parties joining and leaving sessions and maintains a real-time database of current page sessions and the parties currently joined to each session. A user interface of the overview subsystem dynamically generates a sessions overview page from the real-time database and serves this page to a requesting permitted user, such as a customer service representative in a contact center associated with the service system. The permitted user can then select a specific session and request to be joined to it.

公开(公告)号：US06988126B2

公开(公告)日：2006-01-17

申请号：US09977494

申请日：2001-10-16

申请人： Lawrence Wilcock ,  Rycharde Jeffery Hawkes ,  Colin Andrew Low ,  Johannes Maria Victo Daanen

发明人： Lawrence Wilcock ,  Rycharde Jeffery Hawkes ,  Colin Andrew Low ,  Johannes Maria Victo Daanen

IPC分类号： G06F13/00

CPC分类号： H04L67/16 ,  H04L12/1818 ,  H04L12/1822 ,  H04L12/185 ,  H04L29/06 ,  H04L67/02 ,  H04L67/14 ,  H04L67/142 ,  H04L67/20 ,  H04L69/326 ,  H04M3/5191 ,  H04M7/0027

摘要： A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour while the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.

摘要翻译： 联络中心使用服务系统，通过联络中心的客户端点系统和客户服务代表（CSRs）的端点系统之间的数据网络（如互联网）建立通信。 服务系统通过将端点系统连接到与相关联的传输机制的适当通信会话来建立端点系统之间的通信，所述相关联的传输机制允许跨连接的端点系统之间的网络交换数据。 对于每个通信会话，创建相应的服务实例和会话实例。 服务实例提供服务特定的行为，而会话实例提供通用操作，用于向通信会话添加和删除端点系统。 通过指定不同的服务特定行为，可以提供一系列相应的客户服务。

公开(公告)号：US07715542B2

公开(公告)日：2010-05-11

申请号：US09881040

申请日：2001-06-15

申请人： Colin I′ Anson ,  Rycharde Jeffery Hawkes ,  James Thomas Edward McDonnell ,  Andrew Thomas ,  Lawrence Wilcock

发明人： Colin I′ Anson ,  Rycharde Jeffery Hawkes ,  James Thomas Edward McDonnell ,  Andrew Thomas ,  Lawrence Wilcock

IPC分类号： H04M3/42

CPC分类号： H04W4/02

摘要： A user is pre-qualified for a service provided at a particular location. Location data indicative of where the service is to be triggered and a service element are stored. The service instance element is a full customised instance of the service delivery code or other item that provides an association between the user and an instance of the service for which the user is qualified. The user location, as indicated by a mobile entity associated with the user, is periodically checked against the location data. When a location match occurs, the service instance for which the user has been qualified is executed to deliver the required service to the user. An example is an airline traveler buying, from a travel agent, an air ticket having an associated service wherein, the traveler, upon arriving at the relevant airport, is contacted via its mobile device and guided through check-in and boarding.

摘要翻译： 用户对于在特定位置提供的服务进行预先限定。 指示服务将被触发的位置的数据和存储服务元素的位置数据。 服务实例元素是服务递送代码或其他项目的完全自定义实例，其提供用户与用户对其进行合格的服务的实例之间的关联。 如与由用户相关联的移动实体所指示的用户位置针对位置数据进行周期性检查。 当发生位置匹配时，执行用户已经被限定的服务实例，以将所需的服务递送给用户。 一个例子是航空旅行者从旅行社购买具有相关服务的机票，其中旅客在抵达相关机场时通过其移动设备联系并通过登机和登机进行指导。

公开(公告)号：US06760046B2

公开(公告)日：2004-07-06

申请号：US09814129

申请日：2001-03-22

申请人： Colin I'Anson ,  Rycharde Jeffery Hawkes ,  James Thomas Edward McDonnell ,  John Deryk Waters ,  Lawrence Wilcock

发明人： Colin I'Anson ,  Rycharde Jeffery Hawkes ,  James Thomas Edward McDonnell ,  John Deryk Waters ,  Lawrence Wilcock

IPC分类号： G09G500

CPC分类号： G06F17/3087 ,  H04L67/18 ,  H04L67/306 ,  H04L67/36 ,  H04L69/329 ,  H04W64/00

摘要： A method is provided of adapting a user interface to the user's current situation. The method involves a user specifying a home-area interface (83), for example, a web browser home page, and an “away” interface (84). When the user connects to a network (10) using a device (20) and calls up his/her browser home page, a determination is made of the location of the device in order to decide which version of the home page is to be served back to the user device by the home-page server of the user. In a preferred embodiment, the “away” home page (84) includes specific types of local data of interest to the user (such as best local restaurants). When asked to provide the “away” home page, the homepage server uses this information to find the URLs of local special interest web sites (122) carrying the relevant type of data, the server inserting these URLs in the “away” home page (84) before providing it to the user device (20) concerned.

摘要翻译： 提供了一种使用户界面适应用户当前情况的方法。 该方法涉及用户指定家庭区域接口（83），例如网页浏览器主页和“离开”界面（84）。 当用户使用设备（20）连接到网络（10）并且调用他/她的浏览器主页时，确定设备的位置以便确定主页的哪个版本被服务 由用户的主页服务器返回到用户设备。 在优选实施例中，“离开”主页（84）包括用户感兴趣的特定类型的本地数据（例如最佳本地餐馆）。 当被要求提供“离开”主页时，主页服务器使用该信息来查找携带相关类型数据的本地特殊兴趣网站（122）的URL，服务器将这些URL插入“离开”主页（ 84），然后将其提供给相关的用户设备（20）。

公开(公告)号：US07477903B2

公开(公告)日：2009-01-13

申请号：US09858146

申请日：2001-05-15

申请人： Lawrence Wilcock ,  Rycharde Jeffery Hawkes ,  Michael P Spratt ,  Simon Edwin Crouch

发明人： Lawrence Wilcock ,  Rycharde Jeffery Hawkes ,  Michael P Spratt ,  Simon Edwin Crouch

IPC分类号： H04Q7/20

CPC分类号： H04W4/02 ,  G01S5/0226 ,  G08G1/20 ,  H04W8/04 ,  H04W8/08

摘要： Location data about a mobile entity (70) is periodically provided to a location-sensitive application, for example, a route-tracking application. The location data is updated at a frequency that is adaptively varied in dependence on the provision of location data about the mobile entity from other sources (45). The update frequency can also be made dependent on further factors such as: the motion of the mobile entity(“V”), the current environment of the mobile entity (“E”), and the progress of the location-sensitive application (“Z”).

公开(公告)号：US07000019B2

公开(公告)日：2006-02-14

申请号：US09977495

申请日：2001-10-16

申请人： Colin Andrew Low ,  Lawrence Wilcock ,  Johannes Maria Victo Daanen

发明人： Colin Andrew Low ,  Lawrence Wilcock ,  Johannes Maria Victo Daanen

IPC分类号： G06F15/16 ,  G06F17/60 ,  H04H1/00

CPC分类号： G06Q20/40 ,  G06Q30/0601 ,  G06Q40/04 ,  H04L67/14 ,  H04L69/329

摘要： A method is provided of establishing network communication later in time between a first endpoint entity accessing an information resource over a network and a second endpoint entity, such as a customer service representative system, associated with that resource. The method uses a service system that can set up a communication session and join endpoint systems to the session to enable them to communicate with each other the network. According to the method, upon the first endpoint entity indicating that it wishes to communicate with a second endpoint entity in the future, the service system generates and stores a session identifier for a communication session to be used in the future and passes a copy of the identifier over the network to the first endpoint entity. Subsequently, the first endpoint entity passes back the session identifier to the service system which, on matching the received identifier with the stored session identifier, joins the first endpoint entity into a communication session with the second endpoint entity. In a preferred embodiment, the session identifier is automatically stored at the first endpoint entity in association with a book-marked rendezvous web page served by the service system, subsequent recall of this page returning the session identifier to the service system.

摘要翻译： 提供了一种在时间上在通过网络访问信息资源的第一端点实体与与该资源相关联的第二端点实体（诸如客户服务代表系统）之间建立网络通信的方法。 该方法使用可以建立通信会话并将端点系统连接到会话的服务系统，以使它们能够彼此与网络通信。 根据该方法，在第一端点实体指示其希望将来与第二端点实体通信时，服务系统生成并存储将来要使用的通信会话的会话标识符，并且传递 网络上的标识符到第一端点实体。 随后，第一端点实体将会话标识符返回给服务系统，服务系统在接收到的标识符与存储的会话标识符匹配时将第一端点实体加入到与第二端点实体的通信会话中。 在优选实施例中，会话标识符与由服务系统服务的由书签的会合网页相关联地自动存储在第一端点实体处，随后该页面将该会话标识符恢复到服务系统。

公开(公告)号：US20100262559A1

公开(公告)日：2010-10-14

申请号：US12808233

申请日：2007-12-20

申请人： Lawrence Wilcock ,  Nigel Edwards ,  Sven Graupner ,  Jerome Rolia ,  Bryan Stephenson

发明人： Lawrence Wilcock ,  Nigel Edwards ,  Sven Graupner ,  Jerome Rolia ,  Bryan Stephenson

IPC分类号： G06Q10/00

CPC分类号： G06Q10/00 ,  G06Q10/067

摘要： Modelling a computer based business process having a number of functional steps, involves providing software candidate models (740) of the business process, each specifying the functional steps (750), an arrangement of software application components (770) for carrying out the functional steps, and a design of computing infrastructure (780), for running the software application components, to meet given non functional requirements, and suitable for automated deployment. For each of the candidate models, operation of the business process is simulated (730) according to the respective candidate model and their simulated operation is evaluated against the non-functional requirements. The simulation can help the search for a suitable or optimum deployment to be more efficient and can lead to more efficient usage of shared resources.

摘要翻译： 建模具有多个功能步骤的基于计算机的业务流程，涉及提供业务流程的软件候选模型（740），每一个指定功能步骤（750），用于执行功能步骤的软件应用组件（770）的布置 ，以及运行软件应用程序组件的计算基础设施（780）设计，以满足给定的非功能需求，并适用于自动化部署。 对于每个候选模型，根据相应的候选模型模拟业务流程的操作（730），并根据非功能需求对其模拟操作进行评估。 该仿真可以帮助搜索合适或最佳的部署更有效率，并可以更有效地使用共享资源。

公开(公告)号：US20100262558A1

公开(公告)日：2010-10-14

申请号：US12808223

申请日：2007-12-20

申请人： Nigel Edwards ,  Guillaume Alexandre Belrose ,  Jerome Rolia ,  Sven Graupner ,  Lawrence Wilcock ,  John Manley ,  Bryan Stephenson

发明人： Nigel Edwards ,  Guillaume Alexandre Belrose ,  Jerome Rolia ,  Sven Graupner ,  Lawrence Wilcock ,  John Manley ,  Bryan Stephenson

IPC分类号： G06Q10/00 ,  G06F9/44

CPC分类号： G06Q10/00 ,  G06Q10/067

摘要： A method of setting up a development environment for development work on a computer based business process, involves providing a software model (827) of the business process, and providing in the model a representation (870) of tools for developing part of the process, incorporated with the corresponding part of the modelled business process. The selected parts of the model incorporating the tools are deployed, and the given tools installed, to set up the development environment. By modelling the development tools incorporated in the business process, setting up the development environment can be made easier. Choice and arrangement of tools needs less manual input, so risks of errors, and time spent in setting up can be reduced.

摘要翻译： 在计算机业务流程中建立开发工作的开发环境的方法涉及提供业务流程的软件模型（827），并在模型中提供用于开发部分流程的工具的表示（870） 并入相关部分的建模业务流程。 部署包含工具的模型的所选部分，并安装给定的工具，以建立开发环境。 通过对业务流程中并入的开发工具进行建模，可以更轻松地设置开发环境。 工具的选择和安排需要较少的手动输入，因此可以减少错误风险和设置所花费的时间。