公开(公告)号：US08831203B2

公开(公告)日：2014-09-09

申请号：US12342368

申请日：2008-12-23

申请人： Yi Chang ,  Robert Finan ,  Richard McCrossan ,  Brian Bischoff

发明人： Yi Chang ,  Robert Finan ,  Richard McCrossan ,  Brian Bischoff

IPC分类号： H04M7/00 ,  H04M3/51

CPC分类号： H04M3/5175

摘要： A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

摘要翻译： 用于管理与联络中心的客户参与的系统涉及在与联络中心相关联的一个或多个计算机化服务器上​​执行的一个或多个监视应用，所述应用监视个体客户与中心之间的通信; 以及在一个或多个计算机化服务器上​​执行的规则引擎，监视应用可访问的规则引擎，能够生成和实现业务规则的规则引擎。 在由客户和联络中心之间不成功或不完全交互的实例的监视应用程序中的一个检测到的情况下，规则引擎使用在监视期间确定的会话数据来确定要被实施的联系中心发起的活动以建立与 客户解决与不成功或不完整的互动相关的问题。

公开(公告)号：US20100158236A1

公开(公告)日：2010-06-24

申请号：US12342368

申请日：2008-12-23

申请人： Yi Chang ,  Robert Finan ,  Richard McCrossan ,  Brian Bischoff

发明人： Yi Chang ,  Robert Finan ,  Richard McCrossan ,  Brian Bischoff

IPC分类号： H04M3/00

CPC分类号： H04M3/5175

摘要： A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

摘要翻译： 用于管理与联络中心的客户参与的系统涉及在与联络中心相关联的一个或多个计算机化服务器上​​执行的一个或多个监视应用，所述应用监视个体客户与中心之间的通信; 以及在一个或多个计算机化服务器上​​执行的规则引擎，监视应用可访问的规则引擎，能够生成和实现业务规则的规则引擎。 在由客户和联络中心之间不成功或不完全交互的实例的监视应用程序中的一个检测到的情况下，规则引擎使用在监视期间确定的会话数据来确定要被实施的联系中心发起的活动以建立与 客户解决与不成功或不完整的互动相关的问题。

公开(公告)号：US08255502B2

公开(公告)日：2012-08-28

申请号：US10848426

申请日：2004-05-18

申请人： Robert Finan ,  Joel Silverstein

发明人： Robert Finan ,  Joel Silverstein

IPC分类号： G06F15/173

CPC分类号： G06F9/54 ,  G06F2209/541 ,  H04L67/10 ,  H04L67/14 ,  H04L67/141 ,  H04L67/143

摘要： The Weblogic Tuxedo Connector is used to provide interoperability between Tuxedo and applications such as Weblogic Server. In one embodiment, WTC may implement operations such as list, start, or stop WTC Tuxedo session connections. In WTC, the configuration is set up so that multiple WTC-Tuxedo connections are defined as part of a WTCServerMBean. In one embodiment, the present invention includes a feature for providing WTC with the ability to individually perform actions to connections, such as start or stop a WTC-Tuxedo connection, without affecting other connections defined in the MBean.

摘要翻译： Weblogic Tuxedo连接器用于提供Tuxedo与Weblogic Server等应用程序之间的互操作性。 在一个实施例中，WTC可以实现诸如列表，开始或停止WTC Tuxedo会话连接的操作。 在WTC中，配置被设置为使得多个WTC-Tuxedo连接被定义为WTCServerMBean的一部分。 在一个实施例中，本发明包括用于向WTC提供对连接进行单独执行动作（诸如启动或停止WTC-Tuxedo连接）的功能，而不影响在MBean中定义的其他连接的功能。

公开(公告)号：US20060168169A1

公开(公告)日：2006-07-27

申请号：US10848426

申请日：2004-05-18

申请人： Robert Finan ,  Joel Silverstein

发明人： Robert Finan ,  Joel Silverstein

IPC分类号： G06F15/173 ,  G06F15/16

CPC分类号： G06F9/54 ,  G06F2209/541 ,  H04L67/10 ,  H04L67/14 ,  H04L67/141 ,  H04L67/143

摘要： The Weblogic Tuxedo Connector is used to provide interoperability between Tuxedo and applications such as Weblogic Server. In one embodiment, WTC may implement operations such as list, start, or stop WTC Tuxedo session connections. In WTC, the configuration is set up so that multiple WTC-Tuxedo connections are defined as part of a WTCServerMBean. In one embodiment, the present invention includes a feature for providing WTC with the ability to individually perform actions to connections, such as start or stop a WTC-Tuxedo connection, without affecting other connections defined in the MBean.

摘要翻译： Weblogic Tuxedo连接器用于提供Tuxedo与Weblogic Server等应用程序之间的互操作性。 在一个实施例中，WTC可以实现诸如列表，开始或停止WTC Tuxedo会话连接的操作。 在WTC中，配置被设置为使得多个WTC-Tuxedo连接被定义为WTCServerMBean的一部分。 在一个实施例中，本发明包括用于向WTC提供对连接进行单独执行动作（诸如启动或停止WTC-Tuxedo连接）的功能，而不影响在MBean中定义的其他连接的功能。