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    System and method for processing calls in a call center
    1.
    发明授权
    System and method for processing calls in a call center 有权
    在呼叫中心处理呼叫的系统和方法

    公开(公告)号：US08467519B2

    公开(公告)日：2013-06-18

    申请号：US12144560

    申请日：2008-06-23

    Applicant: Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/00 ,  H04J3/24 ,  G06F15/16

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

    Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。

    Method for providing a message-based communications infrastructure for automated call center operation
    5.
    发明授权
    Method for providing a message-based communications infrastructure for automated call center operation 有权
    用于为自动呼叫中心操作提供基于消息的通信基础设施的方法

    公开(公告)号：US07391860B2

    公开(公告)日：2008-06-24

    申请号：US11875744

    申请日：2007-10-19

    Applicant: Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/22

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A method for providing a message-based communications infrastructure for automated call center operation is described. A call from a telephony interface is accepted. The accepted call includes an incoming stream of verbal speech. The incoming stream of verbal speech is converted into incoming text from a caller into a call center. The call is automatically assigned at a session manager to a session and to a live agent. The incoming text is progressively processed through an agent application during the session through a customer support scenario interactively monitored and controlled by the live agent. The live agent sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.

    Abstract translation: 描述了一种用于为自动呼叫中心操作提供基于消息的通信基础设施的方法。 来自电话接口的呼叫被接受。 接受的电话包括一个传入的言语言流。 输入的语音语音流被转换成从呼叫者进入呼叫中心的传入文本。 呼叫在会话管理器自动分配到会话和活动代理。 通过代理应用程序在会话期间通过由实时代理交互式监视和控制的客户支持方案逐渐处理传入的文本。 实时代理将转发成合成语音的输出流的发送文本消息发送给呼叫者。

    System and method for dynamically configuring wireless network geographic coverage or service levels
    6.
    发明授权
    System and method for dynamically configuring wireless network geographic coverage or service levels 有权

    公开(公告)号：US07877088B2

    公开(公告)日：2011-01-25

    申请号：US11751420

    申请日：2007-05-21

    Applicant: William A. Tolhurst

    Inventor： William A. Tolhurst

    IPC: H04W4/00 ,  H04B7/15

    CPC classification number: H04W88/06 ,  H04W92/02

    Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

    SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER
    7.
    发明申请
    SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER 有权
    在呼叫中心处理呼叫的系统和方法

    公开(公告)号：US20080267388A1

    公开(公告)日：2008-10-30

    申请号：US12144560

    申请日：2008-06-23

    Applicant: Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/00

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

    Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。

    SYSTEM AND METHOD FOR DYNAMICALLY CONFIGURING WIRELESS NETWORK GEOGRAPHIC COVERAGE OR SERVICE LEVELS
    8.
    发明申请
    SYSTEM AND METHOD FOR DYNAMICALLY CONFIGURING WIRELESS NETWORK GEOGRAPHIC COVERAGE OR SERVICE LEVELS 有权
    动态配置无线网络地理覆盖或服务水平的系统与方法

    公开(公告)号：US20080214179A1

    公开(公告)日：2008-09-04

    申请号：US11929518

    申请日：2007-10-30

    Applicant: William A. Tolhurst

    Inventor： William A. Tolhurst

    IPC: H04Q7/20 ,  H04B7/15

    CPC classification number: H04W88/06 ,  H04W92/02

    Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

    Abstract translation: 公开了一种用于促进远程站和服务网络之间的通信的系统和方法。 远程站与被配置为通过第一通信网络通信的第一通信器和被配置为通过第二通信网络通信的第二通信器相关联。 与远程站相关联并与第一通信器和第二通信器耦合的通信控制器可操作以使用第二通信器使用第一通信器发送第二组信号的第一组信号。 当远程站在第二通信网络的现有通信范围之外时，移动网络接入点可定向到远程站的第二通信器的通信范围内，并且第一组信号包括用于第二通信的资源请求 网络。

    System and method for dynamically configuring wireless network geographic coverage or service levels
    9.
    发明授权
    System and method for dynamically configuring wireless network geographic coverage or service levels 有权
    动态配置无线网络地理覆盖或服务水平的系统和方法

    公开(公告)号：US07236777B2

    公开(公告)日：2007-06-26

    申请号：US10440023

    申请日：2003-05-16

    Applicant: William A. Tolhurst

    Inventor： William A. Tolhurst

    IPC: H04Q7/20

    CPC classification number: H04W88/06 ,  H04W92/02

    Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

    Abstract translation: 公开了一种用于促进远程站和服务网络之间的通信的系统和方法。 远程站与被配置为通过第一通信网络通信的第一通信器和被配置为通过第二通信网络通信的第二通信器相关联。 与远程站相关联并与第一通信器和第二通信器耦合的通信控制器可操作以使用第二通信器使用第一通信器发送第二组信号的第一组信号。 当远程站在第二通信网络的现有通信范围之外时，移动网络接入点可定向到远程站的第二通信器的通信范围内，并且第一组信号包括用于第二通信的资源请求 网络。

    System and method for dynamically configuring wireless network geographic coverage or service levels
    10.
    发明授权
    System and method for dynamically configuring wireless network geographic coverage or service levels 有权
    动态配置无线网络地理覆盖或服务水平的系统和方法

    公开(公告)号：US08027672B2

    公开(公告)日：2011-09-27

    申请号：US11929518

    申请日：2007-10-30

    Applicant: William A. Tolhurst

    Inventor： William A. Tolhurst

    IPC: H04W4/00

    CPC classification number: H04W88/06 ,  H04W92/02

    Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

    Abstract translation: 公开了一种用于促进远程站和服务网络之间的通信的系统和方法。 远程站与被配置为通过第一通信网络通信的第一通信器和被配置为通过第二通信网络通信的第二通信器相关联。 与远程站相关联并与第一通信器和第二通信器耦合的通信控制器可操作以使用第二通信器使用第一通信器发送第二组信号的第一组信号。 当远程站在第二通信网络的现有通信范围之外时，移动网络接入点可定向到远程站的第二通信器的通信范围内，并且第一组信号包括用于第二通信的资源请求 网络。

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