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    Enhanced agent authentication in virtual contact center
    1.
    发明授权
    Enhanced agent authentication in virtual contact center 有权
    虚拟联络中心增强代理认证

    公开(公告)号：US06654459B1

    公开(公告)日：2003-11-25

    申请号：US09490895

    申请日：2000-01-27

    申请人： Srinivas Bala ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich

    发明人： Srinivas Bala ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich

    IPC分类号： H04M300

    CPC分类号： H04M7/006 ,  H04L63/08 ,  H04L63/18 ,  H04M3/382 ,  H04M3/523 ,  H04M7/121

    摘要： A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.

    摘要翻译： 虚拟联络中心系统包括用于在通过计算机链接登录的CSR回拨时提供语音认证提示的设施。 更具体地，在本发明的说明性实施例中，语音应答单元（VRU）在接触控制服务器的控制下向CSR提供有声随机字符序列。 在接收到该序列时，CSR寻找相同或相关字符序列中的认证密钥，以通过计算机传送到联系人控制服务器。 当以预期形式在联络控制服务器处接收到来自CSR的密钥序列时，确定CSR是可信的。 在适当的情况下，来自联系人控制中心VRU的语音提示或来自CSR的键控字符序列中的一个或两个可以被加密，以进一步提高认证的确定性。

    Virtual contact center with flexible staffing control
    2.
    发明授权
    Virtual contact center with flexible staffing control 有权
    虚拟联络中心具有灵活的员工控制能力

    公开(公告)号：US06804345B1

    公开(公告)日：2004-10-12

    申请号：US09492594

    申请日：2000-01-27

    申请人： Srinivas Bala ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich

    发明人： Srinivas Bala ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich

    IPC分类号： H04M300

    CPC分类号： H04M7/006 ,  H04M3/382 ,  H04M3/5125 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/12 ,  H04M7/121 ,  H04M7/1235

    摘要： Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRs. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.

    摘要翻译： 分页，蜂窝电话或其他消息功能被并入到虚拟联络中心系统中，以允许注销的客户服务代表（CSR）被警告登录系统的需要，并允许CSR警告主管或专家登录 到系统。 将现有条件的联系人控制服务器与预定标准进行匹配，例如在分配的时间内登录失败或指定的网络条件（例如客户队列的长度），触发一个或多个注销CSR的通信命令 。 在联系控制服务器上进行匹配的后续测试结果会导致页面请求被更新，重定向或取消。 异常联系要求或新兴网络条件需要监督输入或由流量或主题专家进行的监控增加同样是通过联络控制服务器的分析或CSR点击选择要发送到虚拟联络中心的消息来触发，请求发出信息，例如 网页识别人员。

    Method and system for providing mobility to enhanced call service features at remote locations
    5.
    发明授权
    Method and system for providing mobility to enhanced call service features at remote locations 有权
    在远程位置为增强呼叫服务功能提供移动性的方法和系统

    公开(公告)号：US07174189B1

    公开(公告)日：2007-02-06

    申请号：US10833479

    申请日：2004-04-27

    申请人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    发明人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    IPC分类号： H04M1/00

    CPC分类号： H04M3/42314 ,  H04M3/4234 ,  H04M2207/18 ,  H04W4/16 ,  H04W76/25 ,  H04W88/18

    摘要： A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number. When the user ends the session at the remote location, the platform invokes a mobility process to maintain a communication session with the remote worker via the communication device associated with the mobile number.

    摘要翻译： 一种在远程办公室位置提供类似PBX的功能的系统和方法包括在工作人员终止远程办公室会话之后，维护与远程工作人员相关联的移动电话号码的网络会话的能力。 该系统利用介于数据通信网络和常规PBX交换机之间的远程办公平台（位于基于用户的办公室位置或通信网络内并由多个不同用户共享）。 一个远程位置的个人（如远程办公人员）“登录”到远程办公室平台，一旦个人通过认证，就可以在远程员工的个人计算机，GUI上启用模拟PBX站组的图形用户界面（GUI） 包括用于输入用户手机号码的字段。 当用户在远程位置结束会话时，平台调用移动过程以通过与移动号码相关联的通信设备来维护与远程工作者的通信会话。

    Method and system for providing mobility to enhanced call service features at remote locations
    6.
    发明授权
    Method and system for providing mobility to enhanced call service features at remote locations 有权
    在远程位置为增强呼叫服务功能提供移动性的方法和系统

    公开(公告)号：US07996036B1

    公开(公告)日：2011-08-09

    申请号：US11641161

    申请日：2006-12-19

    申请人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    发明人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    IPC分类号： H04W4/00

    CPC分类号： H04M3/42314 ,  H04M3/4234 ,  H04M2207/18 ,  H04W4/16 ,  H04W76/25 ,  H04W88/18

    摘要： A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number. When the user ends the session at the remote location, the platform invokes a mobility process to maintain a communication session with the remote worker via the communication device associated with the mobile number.

    摘要翻译： 一种在远程办公室位置提供类似PBX的功能的系统和方法包括在工作人员终止远程办公室会话之后，维护与远程工作人员相关联的移动电话号码的网络会话的能力。 该系统利用介于数据通信网络和常规PBX交换机之间的远程办公平台（位于基于用户的办公室位置或通信网络内并由多个不同用户共享）。 一个远程位置的个人（如远程办公人员）“登录”到远程办公室平台，一旦个人通过认证，就可以在远程员工的个人计算机，GUI上启用模拟PBX站组的图形用户界面（GUI） 包括用于输入用户手机号码的字段。 当用户在远程位置结束会话时，平台调用移动过程以通过与移动号码相关联的通信设备来维护与远程工作者的通信会话。

    Method and system for providing mobility to enhanced call service features at remote locations
    9.
    发明授权
    Method and system for providing mobility to enhanced call service features at remote locations 有权
    在远程位置为增强呼叫服务功能提供移动性的方法和系统

    公开(公告)号：US06823197B1

    公开(公告)日：2004-11-23

    申请号：US09805292

    申请日：2001-03-13

    申请人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    发明人： Yihsiu Chen ,  Mark Jeffrey Foladare ,  Kathleen C. Fowler ,  Shelley B. Goldman ,  Shaoqing Q. Wang ,  Roy Philip Weber ,  Robert S. Westrich ,  Aleksandr Zelezniak

    IPC分类号： H04M100

    CPC分类号： H04M3/42314 ,  H04M3/4234 ,  H04M2207/18 ,  H04W4/16 ,  H04W76/25 ,  H04W88/18

    摘要： A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number. When the user ends the session at the remote location, the platform invokes a mobility process to maintain a communication session with the remote worker via the communication device associated with the mobile number.

    摘要翻译： 一种在远程办公室位置提供类似PBX的功能的系统和方法包括在工作人员终止远程办公室会话之后，维护与远程工作人员相关联的移动电话号码的网络会话的能力。 该系统利用介于数据通信网络和常规PBX交换机之间的远程办公平台（位于基于用户的办公室位置或通信网络内并由多个不同用户共享）。 一个远程位置的个人（如远程办公人员）“登录”到远程办公室平台，一旦个人通过认证，就可以在远程员工的个人计算机，GUI上启用模拟PBX站组的图形用户界面（GUI） 包括用于输入用户手机号码的字段。 当用户在远程位置结束会话时，平台调用移动过程以通过与移动号码相关联的通信设备来维护与远程工作者的通信会话。