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    Virtual contact center with flexible staffing control
    4.
    发明申请
    Virtual contact center with flexible staffing control 审中-公开
    虚拟联络中心具有灵活的员工控制能力

    公开(公告)号：US20050008140A1

    公开(公告)日：2005-01-13

    申请号：US10910734

    申请日：2004-08-03

    申请人： Srinivas Bala ,  Mark Foladare ,  Kathleen Fowler ,  Shelley Goldman ,  Shaoqing Wang ,  Roy Weber ,  Robert Westrich

    发明人： Srinivas Bala ,  Mark Foladare ,  Kathleen Fowler ,  Shelley Goldman ,  Shaoqing Wang ,  Roy Weber ,  Robert Westrich

    IPC分类号： H04L29/06 ,  H04M3/38 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04M7/12 ,  H04M3/00 ,  H04M1/64 ,  H04M5/00

    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的CSRS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。

    Virtual work environment for remote users
    5.
    发明申请
    Virtual work environment for remote users 审中-公开
    远程用户的虚拟工作环境

    公开(公告)号：US20080065410A1

    公开(公告)日：2008-03-13

    申请号：US11982009

    申请日：2007-10-31

    申请人： Deborah Bloom ,  Mark Foladare ,  Shelley Goldman ,  Thaddeus Kowalski

    发明人： Deborah Bloom ,  Mark Foladare ,  Shelley Goldman ,  Thaddeus Kowalski

    IPC分类号： G06Q99/00

    CPC分类号： H04M3/4234 ,  G06Q10/10 ,  H04L29/06027 ,  H04L65/4007 ,  H04M7/0024

    摘要： An arrangement provides a work environment to a remote user who is logged-in as a member of an enterprise, which work environment includes both a telecommunication capability and a data processing capability, and both are concurrently associated with the logged-in user. The data processing capability is restricted to the user obtaining only views of files, rather than the files themselves, and all file processing that can potentially store data is restricted to applications that can store files only in a range of locations specified by the enterprise.

    摘要翻译： 安排为作为企业成员登录的远程用户提供工作环境，该工作环境包括电信能力和数据处理能力，并且两者同时与已登录用户相关联。 数据处理能力仅限于用户仅获取文件视图而不是文件本身，并且可能存储数据的所有文件处理仅限于仅在企业指定的一系列位置存储文件的应用程序。

    Emergency communication system and method
    6.
    发明申请
    Emergency communication system and method 有权
    应急通信系统和方法

    公开(公告)号：US20090176476A1

    公开(公告)日：2009-07-09

    申请号：US12006601

    申请日：2008-01-04

    申请人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    发明人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    IPC分类号： H04M11/04

    CPC分类号： H04M11/04 ,  H04L65/1016 ,  H04M3/42374 ,  H04M3/5158 ,  H04M7/006 ,  H04M2203/205 ,  H04M2242/04 ,  H04M2242/15 ,  H04W4/90 ,  H04W76/50

    摘要： A method and system for providing an emergency contact service are disclosed. The emergency contact system monitors presence off users with respect to various user devices in order to determine at which devices each user is present. An emergency message is then transmitted to devices at which the user is present. The emergency contact service is then capable of receiving a confirmation message to confirm receipt of the emergency message. The emergency contact service can track the users by retrieving location information, such as a GPS location, associated with a device at which a user is present. The emergency contact service can then identify whether a user in is the vicinity of an emergency location, and transmit an emergency message to the user is the user is in the vicinity of the emergency location.

    摘要翻译： 公开了一种用于提供紧急联系服务的方法和系统。 紧急联系系统监视关于各种用户设备的用户的存在，以便确定每个用户在哪个设备上。 然后紧急消息被发送到用户所在的设备。 紧急联系服务然后能够接收确认消息以确认收到紧急消息。 紧急联系服务可以通过检索与用户存在的设备相关联的位置信息（例如GPS位置）来跟踪用户。 然后，紧急联系服务可以识别用户是否在紧急位置附近，并且用户在紧急位置附近向用户发送紧急消息。

    Emergency Communication System and Method
    7.
    发明申请
    Emergency Communication System and Method 失效
    应急通信系统与方法

    公开(公告)号：US20120250832A1

    公开(公告)日：2012-10-04

    申请号：US13524549

    申请日：2012-06-15

    申请人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    发明人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    IPC分类号： H04M11/04

    CPC分类号： H04M11/04 ,  H04L65/1016 ,  H04M3/42374 ,  H04M3/5158 ,  H04M7/006 ,  H04M2203/205 ,  H04M2242/04 ,  H04M2242/15 ,  H04W4/90 ,  H04W76/50

    摘要： A method and system for providing an emergency contact service are disclosed. The emergency contact system monitors presence off users with respect to various user devices in order to determine at which devices each user is present. An emergency message is then transmitted to devices at which the user is present. The emergency contact service is then capable of receiving a confirmation message to confirm receipt of the emergency message. The emergency contact service can track the users by retrieving location information, such as a GPS location, associated with a device at which a user is present. The emergency contact service can then identify whether a user in is the vicinity of an emergency location, and transmit an emergency message to the user is the user is in the vicinity of the emergency location.

    摘要翻译： 公开了一种用于提供紧急联系服务的方法和系统。 紧急联系系统监视关于各种用户设备的用户的存在，以便确定每个用户在哪个设备上。 然后紧急消息被发送到用户所在的设备。 紧急联系服务然后能够接收确认消息以确认收到紧急消息。 紧急联系服务可以通过检索与用户存在的设备相关联的位置信息（例如GPS位置）来跟踪用户。 然后，紧急联系服务可以识别用户是否在紧急位置附近，并且用户在紧急位置附近向用户发送紧急消息。

    Call tracking using voice quality measurement probe
    8.
    发明授权
    Call tracking using voice quality measurement probe 有权
    使用语音质量测量探头进行呼叫跟踪

    公开(公告)号：US08804913B2

    公开(公告)日：2014-08-12

    申请号：US12647488

    申请日：2009-12-26

    申请人： Eric Cheung ,  Mark Foladare ,  Shelley Goldman ,  Kermit H. Purdy ,  David H. Shur

    发明人： Eric Cheung ,  Mark Foladare ,  Shelley Goldman ,  Kermit H. Purdy ,  David H. Shur

    IPC分类号： H04M1/24 ,  H04M3/08 ,  H04M3/22

    CPC分类号： H04L41/5003 ,  H04L41/5009 ,  H04L43/0829 ,  H04L43/0852 ,  H04L43/087 ,  H04L43/106

    摘要： A system for monitoring quality of calls in a network. A server receives information concerning calls which begin or end in a network and at the same time receives measurements of a quality parameter such as bandwidth. This measurement data is provided by a probe, so that the server is able to correlate calls which are placed through the network with the quality of service in the network at that time. When the quality falls below a desired level, the server notifies the customer or the network operator so that appropriate action may be taken.

    摘要翻译： 用于监视网络中呼叫质量的系统。 服务器接收关于在网络中开始或结束的呼叫的信息，并且同时接收诸如带宽的质量参数的测量。 该测量数据由探测器提供，使得服务器能够将通过网络放置的呼叫与当时网络中的服务质量相关联。 当质量低于期望水平时，服务器通知客户或网络运营商，以便采取适当的措施。

    Emergency communication system and method
    9.
    发明授权
    Emergency communication system and method 有权
    应急通信系统和方法

    公开(公告)号：US08224284B2

    公开(公告)日：2012-07-17

    申请号：US12006601

    申请日：2008-01-04

    申请人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    发明人： Mark Foladare ,  Richard Bennett ,  Shelley Goldman

    IPC分类号： H04M11/04

    CPC分类号： H04M11/04 ,  H04L65/1016 ,  H04M3/42374 ,  H04M3/5158 ,  H04M7/006 ,  H04M2203/205 ,  H04M2242/04 ,  H04M2242/15 ,  H04W4/90 ,  H04W76/50

    摘要： A method and system for providing an emergency contact service are disclosed. The emergency contact system monitors presence off users with respect to various user devices in order to determine at which devices each user is present. An emergency message is then transmitted to devices at which the user is present. The emergency contact service is then capable of receiving a confirmation message to confirm receipt of the emergency message. The emergency contact service can track the users by retrieving location information, such as a GPS location, associated with a device at which a user is present. The emergency contact service can then identify whether a user in is the vicinity of an emergency location, and transmit an emergency message to the user is the user is in the vicinity of the emergency location.

    摘要翻译： 公开了一种用于提供紧急联系服务的方法和系统。 紧急联系系统监视关于各种用户设备的用户的存在，以便确定每个用户在哪个设备上。 然后紧急消息被发送到用户所在的设备。 紧急联系服务然后能够接收确认消息以确认收到紧急消息。 紧急联系服务可以通过检索与用户存在的设备相关联的位置信息（例如GPS位置）来跟踪用户。 然后，紧急联系服务可以识别用户是否在紧急位置附近，并且用户在紧急位置附近向用户发送紧急消息。

    Call tracking using voice quality measurement probe
    10.
    发明授权
    Call tracking using voice quality measurement probe 失效
    使用语音质量测量探头进行呼叫跟踪

    公开(公告)号：US07664122B1

    公开(公告)日：2010-02-16

    申请号：US10747193

    申请日：2003-12-30

    申请人： Eric Cheung ,  Mark Foladare ,  Shelley Goldman ,  Kermit H. Purdy ,  David H. Shur

    发明人： Eric Cheung ,  Mark Foladare ,  Shelley Goldman ,  Kermit H. Purdy ,  David H. Shur

    IPC分类号： H04L12/28 ,  H04L12/56 ,  H04L12/66

    CPC分类号： H04L41/5003 ,  H04L41/5009 ,  H04L43/0829 ,  H04L43/0852 ,  H04L43/087 ,  H04L43/106

    摘要： A system for monitoring quality of calls in a network. A server receives information concerning calls which begin or end in a network and at the same time receives measurements of a quality parameter such as bandwidth. This measurement data is provided by a probe, so that the server is able to correlate calls which are placed through the network with the quality of service in the network at that time. When the quality falls below a desired level, the server notifies the customer or the network operator so that appropriate action may be taken.

    摘要翻译： 用于监视网络中呼叫质量的系统。 服务器接收关于在网络中开始或结束的呼叫的信息，并且同时接收诸如带宽的质量参数的测量。 该测量数据由探测器提供，使得服务器能够将通过网络放置的呼叫与当时网络中的服务质量相关联。 当质量低于期望水平时，服务器通知客户或网络运营商，以便采取适当的措施。