公开(公告)号：US20080137640A1

公开(公告)日：2008-06-12

申请号：US11608340

申请日：2006-12-08

申请人： Marc Calahan ,  Mark Edmund Coleman

发明人： Marc Calahan ,  Mark Edmund Coleman

IPC分类号： H04L12/66 ,  H04M1/65

CPC分类号： H04L12/66 ,  H04M1/656 ,  H04M3/42221

摘要： Included are embodiments for recording data from a communication. A least one embodiment includes receiving media data associated with the communication from a first communications device at a first receive port and sending the received media data to a first transmit port, wherein the first transmit port is coupled to a second receive port. Some embodiments include sending the received media data to a recording device via a connection with the recorder, the connection being located on the coupling of the first transmit port and the second receive port.

摘要翻译： 包括用于从通信记录数据的实施例。 至少一个实施例包括在第一接收端口处从第一通信设备接收与该通信相关联的媒体数据，并将接收到的媒体数据发送到第一发送端口，其中第一发送端口耦合到第二接收端口。 一些实施例包括经由与记录器的连接将接收到的媒体数据发送到记录装置，该连接位于第一发送端口和第二接收端口的耦合上。

公开(公告)号：US20080080481A1

公开(公告)日：2008-04-03

申请号：US11567808

申请日：2006-12-07

申请人： Marc Calahan ,  Jamie Richard Williams ,  Robert John Barnes

发明人： Marc Calahan ,  Jamie Richard Williams ,  Robert John Barnes

IPC分类号： H04L12/66

CPC分类号： H04L12/66

摘要： Included are embodiments for detecting presence in a communications system environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.

摘要翻译： 包括用于检测在通信系统环境中的存在的实施例。 方法的至少一个实施例包括订阅与通信系统相关联的事件并且接收关于事件的通知，所述事件与第一通信设备和第二通信设备之间的通信相关联。

公开(公告)号：US20080002823A1

公开(公告)日：2008-01-03

申请号：US11742733

申请日：2007-05-01

申请人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

发明人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

IPC分类号： H04M5/00

CPC分类号： H04M3/5233 ,  G06Q10/06

摘要： Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.

摘要翻译： 提出了将劳动力管理和质量监测结合起来的方法和系统。 在一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人评估; 以及基于所述评估更新所述技能信息。 该技能与代理相关联，评估测量代理技能。 在另一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人的评估表; 以及基于所述技能信息来更新所述表单。 该技能与代理相关联，并且该形式产生代理技能的度量。

公开(公告)号：US20070263786A1

公开(公告)日：2007-11-15

申请号：US11394410

申请日：2006-03-31

申请人： Thomas Dong ,  Jamie Williams

发明人： Thomas Dong ,  Jamie Williams

IPC分类号： H04M1/64

CPC分类号： H04M3/42221 ,  H04M3/5175 ,  H04M7/006

摘要： Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone; duplicating the voice communications via the called phone; transmitting the duplicated voice communications via the called phone; and recording the duplicated voice communications.

摘要翻译： 本发明的实施例提供用于记录媒体通信的系统和方法。 一种示例性方法包括以下步骤：从呼叫电话接收呼入; 将呼入路由到联络中心的被叫电话; 通过呼叫电话发送与呼入呼叫相关的语音通信; 通过被叫电话复制语音通信; 通过被叫电话发送复制的语音通信; 并记录重复的语音通信。

公开(公告)号：US07284049B2

公开(公告)日：2007-10-16

申请号：US11388854

申请日：2006-03-23

申请人： Dan Safstrom ,  Dan Spohrer

发明人： Dan Safstrom ,  Dan Spohrer

IPC分类号： G06F15/173

CPC分类号： H04M3/5175 ,  G06F17/30017 ,  G06Q40/12 ,  H04L63/00 ,  H04L63/30 ,  H04L67/02 ,  H04L67/28 ,  H04L67/2819 ,  H04M3/2281 ,  H04M3/42221

摘要： Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

摘要翻译： 记录资源被选择性地专用于记录在连接到网络的实体之间交换的数据，包括企业中的至少一个代理，用户和连接到代理和用户的服务器。 在网络中的互连点中选择至少一个互连点，包括用户与服务器之间的一个或多个点，服务器与连接到用户和代理的数据分发者之间，以及代理与服务器之间进行记录 交换数据。 记录资源专用于所选择的互连点，用于基于用于记录数据的目的来记录所交换的数据。

公开(公告)号：US07219138B2

公开(公告)日：2007-05-15

申请号：US10061469

申请日：2002-01-31

申请人： Christopher Straut ,  Albert S. Boyers ,  Joseph H. Owen, Jr. ,  Ram Choragudi

发明人： Christopher Straut ,  Albert S. Boyers ,  Joseph H. Owen, Jr. ,  Ram Choragudi

IPC分类号： G06F13/00

CPC分类号： G06F11/3438 ,  G06F11/3476 ,  G06F11/3495 ,  G06F2201/875 ,  H04L29/06 ,  H04L67/2852

摘要： Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user. Interception and storing may be performed concurrently for capturing data exchanged simultaneously between a plurality of servers and the user, the server and a plurality of users, or a plurality of servers and a plurality of users.

摘要翻译： 在至少一个服务器和至少一个用户之间交换的数据在独立于服务器和用户操作的捕获模块中被拦截。 截取的数据的副本存储在数据库中。 将发往服务器的拦截数据转发给服务器，或将被发送给用户的拦截数据转发给用户。 拦截和存储对用户透明地执行。 可以连续地执行数据的拦截，并且可以在预定时间窗口期间或以预定的时间间隔执行数据的存储。 拦截的数据可以包括事件，属性，图像，用户标识，请求和/或响应。 仅存储满足预定义规则的数据和/或数据的预定部分。 用户可以是web服务器或Web浏览器，并且服务器可以是web服务器。 数据可以以因特网协议的形式交换，并被组合成为用户的网页视图。 可以同时执行拦截和存储以捕获在多个服务器与用户，服务器和多个用户，或多个服务器和多个用户之间同时交换的数据。

公开(公告)号：US20070061183A1

公开(公告)日：2007-03-15

申请号：US11529132

申请日：2006-09-28

申请人： Krithika Seetharaman ,  Jason Fama ,  Edward Hamilton

发明人： Krithika Seetharaman ,  Jason Fama ,  Edward Hamilton

IPC分类号： G06F9/46

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/06375

摘要： Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.

摘要翻译： 提供了远程仿真的系统和方法。 代表性方法包括：定义至少一个资源描述，其中资源描述包括具有相似特征的一组资源，并且其中定义包括指定特征，包括至少一个能力和至少一个性能测量; 定义至少一个工作负载; 并指定至少一个要由远程人员配置计划满足的标准; 以及计算使用基于离散事件的模拟将所述至少一个资源描述应用于所述至少一个工作负载的效果，其中所计算的效果包括用于所述至少一个工作负载的至少一个性能测量。

公开(公告)号：US07149788B1

公开(公告)日：2006-12-12

申请号：US10136718

申请日：2002-04-30

申请人： Kondal Reddy Gundla ,  Pierpaolo Frigerio ,  Jeffrey Michael Iannone

发明人： Kondal Reddy Gundla ,  Pierpaolo Frigerio ,  Jeffrey Michael Iannone

IPC分类号： G06F15/16

CPC分类号： H04M3/5175 ,  G06F17/30017 ,  G06Q40/12 ,  H04L63/00 ,  H04L63/30 ,  H04L67/02 ,  H04L67/28 ,  H04L67/2819 ,  H04M3/2281 ,  H04M3/42221

摘要： A multimedia player is provided access to recorded multimedia data including data of a first media type, e.g., voice, and at least a second media type, e.g., text, exchanged between at least one user and at least one server. The recorded multimedia data of the first media type is synchronized with the recorded multimedia data of the second media type, e.g., by matching timing information, and the synchronized data is combined. The combined data is then rendered into an audio-video format compatible with the multimedia player. The rendered data may then be saved into a file accessible by the multimedia player. The rendered data may be sent to a multimedia player, or a hyperlink may be created for accessing the rendered data by the multimedia player. The recorded data may be annotated with multimedia data. The user may be notified that the multimedia data has been recorded.

摘要翻译： 提供了多媒体播放器访问包括在至少一个用户与至少一个服务器之间交换的第一媒体类型（例如，语音）和至少第二媒体类型（例如，文本）的数据的多媒体数据。 第一媒体类型的所记录的多媒体数据例如通过匹配定时信息与所记录的第二媒体类型的多媒体数据同步，并且组合同步的数据。 然后将组合的数据呈现为与多媒体播放器兼容的音频 - 视频格式。 然后将呈现的数据保存到多媒体播放器可访问的文件中。 呈现的数据可以被发送到多媒体播放器，或者可以创建用于由多媒体播放器访问呈现的数据的超链接。 记录的数据可以用多媒体数据注释。 可以通知用户已经记录了多媒体数据。

公开(公告)号：US20060150229A1

公开(公告)日：2006-07-06

申请号：US11129811

申请日：2005-05-16

申请人： Christopher Blair ,  Richard Heap

发明人： Christopher Blair ,  Richard Heap

IPC分类号： H04N7/16 ,  H04N7/173

CPC分类号： H04M3/42221 ,  G11B20/10527 ,  G11B2020/10546 ,  H04M1/6505 ,  H04M1/656 ,  H04M7/0012

摘要： Systems and methods for recording multiple channels of incoming data. A system and method can receive data streams from a number of sources and distribute the data streams to a number of users. The plurality of data streams are stored in a storage device for later redistribution.

摘要翻译： 用于记录多个传入数据的通道的系统和方法。 系统和方法可以从多个源接收数据流，并将数据流分发给多个用户。 多个数据流被存储在存储设备中以供稍后重新分配。

公开(公告)号：US07047296B1

公开(公告)日：2006-05-16

申请号：US10137480

申请日：2002-04-30

申请人： Dan Safstrom ,  Dan Spohrer

发明人： Dan Safstrom ,  Dan Spohrer

IPC分类号： G06F15/173

CPC分类号： H04M3/5175 ,  G06F17/30017 ,  G06Q40/12 ,  H04L63/00 ,  H04L63/30 ,  H04L67/02 ,  H04L67/28 ,  H04L67/2819 ,  H04M3/2281 ,  H04M3/42221

摘要： Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data. Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.

摘要翻译： 记录资源被选择性地专用于记录在连接到网络的实体之间交换的数据，包括企业中的至少一个代理，用户和连接到代理和用户的服务器。 在网络中的互连点中选择至少一个互连点，包括用户与服务器之间的一个或多个点，服务器与连接到用户和代理的数据分发者之间，以及代理与服务器之间进行记录 交换数据。 记录资源专用于所选择的互连点，用于基于用于记录数据的目的来记录所交换的数据。