公开(公告)号：US08832210B2

公开(公告)日：2014-09-09

申请号：US13220970

申请日：2011-08-30

Applicant: Stephane Muszynski ,  James Rainville

Inventor： Stephane Muszynski ,  James Rainville

IPC: G06F15/16 ,  G06Q30/00

CPC classification number: G06Q30/01

Abstract: A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.

Abstract translation: 系统可以根据管理员可以选择的条件监视在线服务。 该系统可以从在线服务中识别和选择消息。 然后，系统可以将所选择的消息转换成特定格式，并将转换的消息转发到代理控制台应用程序。 代理控制台应用程序可以位于例如呼叫中心。 在代理控制台应用程序中，代理可以使用代理用于响应客户服务的聊天会话请求或电话呼叫的单个统一接口来响应转发的消息。 因此，系统可以抽象出在线业务的具体通信细节，使代理能够使用单一统一接口对不同在线业务的转发消息进行响应。

公开(公告)号：US20130054707A1

公开(公告)日：2013-02-28

申请号：US13220970

申请日：2011-08-30

Applicant: Stephane Muszynski ,  James Rainville

Inventor： Stephane Muszynski ,  James Rainville

IPC: G06F15/16

CPC classification number: G06Q30/01

Abstract: A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.

Abstract translation: 系统可以根据管理员可以选择的条件来监视在线服务。 该系统可以从在线服务中识别和选择消息。 然后，系统可以将所选择的消息转换成特定格式，并将转换的消息转发到代理控制台应用程序。 代理控制台应用程序可以位于例如呼叫中心。 在代理控制台应用程序内，代理可以使用代理用于响应客户服务的聊天会话请求或电话呼叫的单个统一接口来响应转发的消息。 因此，系统可以抽取在线业务的具体通信细节，使代理能够使用单一统一接口对不同在线业务的转发消息进行响应。

公开(公告)号：US07565442B1

公开(公告)日：2009-07-21

申请号：US11147488

申请日：2005-06-08

Applicant: Gongyuan Yao ,  William Miller ,  Lee Shombert ,  Fang Gao ,  John Diab ,  Ravi Singhal ,  Stephane Muszynski ,  Ganesh Sundaram ,  Thomas Eric Ryle ,  Hitesh Amin

Inventor： Gongyuan Yao ,  William Miller ,  Lee Shombert ,  Fang Gao ,  John Diab ,  Ravi Singhal ,  Stephane Muszynski ,  Ganesh Sundaram ,  Thomas Eric Ryle ,  Hitesh Amin

IPC: G06F15/16 ,  H04J3/16

CPC classification number: H04J3/14 ,  H04J3/1611

Abstract: A method and system for communicating state information between a local device and a remote device across a transport network is disclosed. Each of the local and remote devices operate independently from one another and at least one of the devices is configured for one-way traffic protection. The method includes receiving a protection message comprising K-bytes from one of the local and remote devices at the other of the local and remote devices and determining based on the received K-bytes, if there is a change in state at one of the devices. If a change in state is detected, a message is sent indicating the change in state from one of the local and remote devices to the other of the local and remote devices.

Abstract translation: 公开了一种用于在本地设备和跨越传输网络的远程设备之间传送状态信息的方法和系统。 每个本地和远程设备彼此独立地操作，并且至少一个设备被配置为用于单向业务保护。 该方法包括从本地和远程设备中的另一个的本地和远程设备之一接收包括K字节的保护消息，并且基于所接收的K字节来确定是否在其中一个设备处的状态改变 。 如果检测到状态改变，则发送指示状态从本地和远程设备之一到本地和远程设备中的另一个的消息。