公开(公告)号：WO2015106397A1

公开(公告)日：2015-07-23

申请号：PCT/CN2014/070633

申请日：2014-01-15

Applicant: 宇龙计算机通信科技(深圳)有限公司

Inventor： 李家军 ,  郭德英

IPC: H04M1/725

CPC classification number: H04M1/72586 ,  G06F3/04845 ,  H04L51/24 ,  H04M1/72547 ,  H04M1/72552 ,  H04M2201/42

Abstract: 本发明提供了一种消息提示方法和一种消息提示装置，其中所述消息提示方法包括：将预设应用程序的新消息，显示在终端托盘界面上的消息队列的最前端。通过本发明的技术方案，预设应用程序的通知消息将在终端托盘界面最前端显示，查看方便，不仅保证重要的通知消息不被遗漏，而且也满足了个别用户对托盘通知个性化设置的需求。

公开(公告)号：WO2014081986A9

公开(公告)日：2014-11-20

申请号：PCT/US2013071353

申请日：2013-11-21

Applicant: GENESYS TELECOMM LAB INC

Inventor： VYMENETS LEONID ,  BEILIS DAVID ,  DAVIES MICHAEL ,  SURTY AARON ,  ZHAKOV VYACHESLAV ,  LEE-KWEN ADRIAN ,  PLACIAKIS VIDAS

IPC: G06F3/048

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

Abstract: A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 通过图形用户界面创建，监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示了描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心的性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。

公开(公告)号：WO2014043416A1

公开(公告)日：2014-03-20

申请号：PCT/US2013/059553

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MAKAGON, Petr ,  SAYKO, Vyacheslav ,  CHUYESHOV, Gennadiy ,  ZHAKOV, Vyacheslav

IPC: G06F3/048 ,  G06F3/14

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.

Abstract translation: 提供了一种用于配置联络中心的路由逻辑的系统和方法。 显示多个路由模板用于用户选择。 每个路由模板与定义相应路由模板的一个或多个参数的元数据相关联。 联络中心管理员选择一个显示的模板，并进一步标识所选路由模板应用到的联络中心的入口点。 显示为选定模板定义的参数，以提示用户输入。 管理员提供显示参数的输入值。 与相应的参数相关联地保存用户输入值，并进一步与所识别的入口点相关联。 然后检索保存的用户输入值，用于路由到达入口点的特定交互。

公开(公告)号：WO2013043207A1

公开(公告)日：2013-03-28

申请号：PCT/US2011/058459

申请日：2011-10-28

Applicant: AMERICAN TELECONFERENCING SERVICES, LTD. ,  JONES, Boland, T. ,  GUTHRIE, David, Michael ,  SANTORO, Nicole, C.

Inventor： JONES, Boland, T. ,  GUTHRIE, David, Michael ,  SANTORO, Nicole, C.

IPC: G06F3/048 ,  G06F3/14 ,  G06F9/44 ,  H04L12/18

CPC classification number: H04M3/567 ,  H04M3/562 ,  H04M3/565 ,  H04M7/0027 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/2038 ,  H04M2203/655

Abstract: Various embodiments of systems, methods, and computer programs are disclosed for managing and/or producing an online event. One embodiment is a computer program embodied in a computer readable medium and executable by a processor for providing an online event. One such computer program comprises: logic configured to establish an audio conference between one or more speakers and a plurality of listen-only viewers; logic configured to present the audio conference to the plurality of listen-only viewers via a viewer user interface; and logic configured to present an event production user interface to an event producer, the event production user interface configured to enable the event producer to selectively control the viewer user interface presented to the listen-only viewers during the online event.

Abstract translation: 公开了用于管理和/或产生在线事件的系统，方法和计算机程序的各种实施例。 一个实施例是体现在计算机可读介质中并且可由处理器执行以提供在线事件的计算机程序。 一种这样的计算机程序包括：被配置为在一个或多个扬声器和多个仅听众观看者之间建立音频会议的逻辑; 被配置为经由观众用户界面向多个只听观众呈现音频会议的逻辑; 以及被配置为向事件生成器呈现事件生成用户界面的逻辑，所述事件生成用户界面被配置为使所述事件生成器能够在所述在线事件期间选择性地控制呈现给所述仅倾听观看者的观众用户界面。

公开(公告)号：WO2011137295A3

公开(公告)日：2012-04-19

申请号：PCT/US2011034463

申请日：2011-04-29

Applicant: AMERICAN TELECONFERENCING SERV ,  JONES BOLAND T ,  FROHWEIN ROBERT J ,  GUTHRIE DAVID MICHAEL

Inventor： JONES BOLAND T ,  FROHWEIN ROBERT J ,  GUTHRIE DAVID MICHAEL

IPC: G06Q50/00 ,  G06F3/048

CPC classification number: G06F3/0488 ,  G06F3/0486 ,  H04L12/1822 ,  H04L65/1093 ,  H04L65/403 ,  H04L67/36 ,  H04M3/562 ,  H04M3/565 ,  H04M3/567 ,  H04M7/0027 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/2038 ,  H04M2203/655

Abstract: Various embodiments of systems, methods, and computer programs are disclosed for managing participants in an online conference via a graphical user interface. One such method comprises: displaying a conference interface via a graphical user interface on a client device connected to a conferencing system via a communication network; displaying a contact list via the graphical user interface, the contact list comprising a plurality of draggable contact objects; selecting one of the draggable contact objects; moving the selected contact object to the conference interface; determining contact information corresponding to the selected contact object; and the conferencing system establishing a connection with a participant associated with the contact information.

Abstract translation: 公开了用于通过图形用户界面管理在线会议中的参与者的系统，方法和计算机程序的各种实施例。 一种这样的方法包括：经由通信网络经由连接到会议系统的客户端设备上的图形用户界面来显示会议接口; 通过所述图形用户界面显示联系人列表，所述联系人列表包括多个可拖动的联系人对象; 选择一个可拖动的联系人对象; 将所选择的联系人对象移动到会议接口; 确定与所选择的联系对象相对应的联系人信息 以及会议系统与与联系人信息相关联的参与者建立连接。

公开(公告)号：WO2009126477A1

公开(公告)日：2009-10-15

申请号：PCT/US2009/038936

申请日：2009-03-31

Applicant: CISCO TECHNOLOGY, INC. ,  ROHDE, Ruben ,  SICHART, Johannes, Von ,  RUGE, Alison ,  RATZLAFF, Cordell

Inventor： ROHDE, Ruben ,  SICHART, Johannes, Von ,  RUGE, Alison ,  RATZLAFF, Cordell

IPC: H04M1/725 ,  H04M3/533 ,  H04M1/247

CPC classification number: H04M1/7255 ,  H04M1/247 ,  H04M1/2477 ,  H04M1/72583 ,  H04M3/53333 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/253 ,  H04M2250/74

Abstract: In one embodiment, a graphics user interface is provided. The graphics user interface includes a plurality of graphical representations. Each of the plurality of graphical representations identifies a separate voice message. A summary of content of each of the separate voice messages is displayed for each of the plurality of graphical representations, respectively. Each of the plurality of graphical representations is configured to be selected for playback of the respective voice message.

Abstract translation: 在一个实施例中，提供了图形用户界面。 图形用户界面包括多个图形表示。 多个图形表示中的每一个标识单独的语音消息。 分别针对多个图形表示中的每一个分别显示每个单独语音消息的内容的摘要。 多个图形表示中的每一个被配置为被选择用于回放相应的语音消息。

公开(公告)号：WO2009103722A1

公开(公告)日：2009-08-27

申请号：PCT/EP2009/051895

申请日：2009-02-18

Applicant: YDILO ADVANCED VOICE SOLUTIONS S.A. ,  LÓPEZ MONTESDEOCA, Domingo

Inventor： LÓPEZ MONTESDEOCA, Domingo

IPC: H04M3/493 ,  H04M3/42

CPC classification number: H04M3/493 ,  H04L67/34 ,  H04M3/4217 ,  H04M3/42178 ,  H04M2201/42 ,  H04M2207/18

Abstract: A method and system are provided for enabling users of mobile devices to remotely perform self-service tasks involving a given entity without using human intermediaries. The system includes a server computer running a self-service application for the given entity; and a plurality of mobile devices, each operated by a user for communicating with the server computer over a wireless communications network. Each of the mobile devices including a non-browser based, goal-oriented, self-service application running on a self-service client with a graphical user interface adapted for allowing a user of the mobile device to remotely interact with the self-service application running on the server computer to automatically manage tasks involving the given entity.

Abstract translation: 提供了一种方法和系统，用于使移动设备的用户远程执行涉及给定实体的自助服务任务而不使用人类中介。 该系统包括运行给定实体的自助服务应用程序的服务器计算机; 以及多个移动设备，每个移动设备由用户操作以通过无线通信网络与服务器计算机进行通信。 每个移动设备包括在自助服务客户端上运行的非基于浏览器的面向目标的自助服务应用，其具有适于允许移动设备的用户远程与自助服务应用交互的图形用户界面 在服务器计算机上运行，​​以自动管理涉及给定实体的任务。

公开(公告)号：WO2007098282A3

公开(公告)日：2008-09-12

申请号：PCT/US2007005075

申请日：2007-02-27

Applicant: LEHMAN BROTHERS INC ,  WU BENJAMIN ,  O'CONNOR BRIDGET ELIZABETH ,  GOPALKRISHNAN HARI

Inventor： WU BENJAMIN ,  O'CONNOR BRIDGET ELIZABETH ,  GOPALKRISHNAN HARI

IPC: H04L12/16 ,  G05B19/418 ,  G06F7/00 ,  G06F15/16 ,  H04M3/42

CPC classification number: H04L67/306 ,  H04L51/04 ,  H04L51/36 ,  H04L65/105 ,  H04L65/1069 ,  H04L67/28 ,  H04L67/2838 ,  H04M1/2473 ,  H04M1/27455 ,  H04M7/0045 ,  H04M2201/42

Abstract: A system includes a client device (30) and a server (10) including a communication module (60) configured to be accessed by the client device (30) through which a user of the client device (30) connects to another user via one of a plurality of communication services connected to the server (10), wherein the communication module (60) includes at least one of profile module (90), contact list module (100), workflow module (110), and telephony module (120) for providing communication services.

Abstract translation: 一种系统包括客户端设备（30）和服务器（10），服务器（10）包括被客户端设备（30）访问的通信模块（60），客户端设备（30）的用户通过该客户端设备连接到另一用户 连接到服务器（10）的多个通信服务中的至少一个，其中通信模块（60）包括简档模块（90），联系人列表模块（100），工作流模块（110）和电话模块（120） ）用于提供通信服务。

公开(公告)号：WO2007127511A3

公开(公告)日：2008-05-22

申请号：PCT/US2007060992

申请日：2007-01-24

Applicant: OLSON TIMOTHY G

Inventor： OLSON TIMOTHY G

IPC: G06F17/00

CPC classification number: G06F3/0484 ,  G06F8/20 ,  G06Q10/06 ,  G06Q10/063 ,  H04L67/36 ,  H04M2201/42

Abstract: Systems and methods for defining and documenting processes, procedures, standards and policies that are succinct and usable, and that are scalable to the complexity of the process and to abilities of the individual user. Steps of a particular process and a relationship of one or more of the steps are identified. Graphical representation of the steps and the relationship as a lean process are provided, wherein the lean process enhances and increases communications and minimizes documentation for providing the graphical representations, and wherein the representations comprise key process elements for the particular process and wherein the representations are for an expert audience, intermediate audience or for a beginner audience.

Abstract translation: 用于定义和记录简洁和可用的过程，过程，标准和策略的系统和方法，并且可扩展到过程的复杂性和个人用户的能力。 识别特定过程的步骤以及一个或多个步骤的关系。 提供了步骤的图形表示和作为精简过程的关系，其中精益过程增强并增加通信并使文档最小化以提供图形表示，并且其中所述表示包括用于特定过程的关键过程元素，并且其中所述表示用于 专家观众，中级观众或初级观众。

公开(公告)号：WO2007089320A2

公开(公告)日：2007-08-09

申请号：PCT/US2006045164

申请日：2006-11-21

Applicant: TELE TECH HOLDINGS INC ,  SEABAUGH AARON W ,  JAMES BRIAN R ,  JARES JOAQUIN ,  ROSALIN MARTIN H

Inventor： SEABAUGH AARON W ,  JAMES BRIAN R ,  JARES JOAQUIN ,  ROSALIN MARTIN H

IPC: G06F19/00

CPC classification number: H04M3/51 ,  G06F8/38 ,  H04M7/0024 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/253

Abstract: A system and method for the rapid and visual web-based development of web-based customer service applications which render rich graphical user interfaces emulating the controls common to traditional desktop applications is disclosed. The rich user interface applications are comprised of scripting languages built with standard browser-based protocols and thus do not require the installation of any additional client-side or proprietary software applications. Not only is the user able to work on a rich user interface web application, but this application then allows the user to create, or develop, another web-based rich-thin-client application using visual programming tools.

Abstract translation: 公开了一种用于基于Web的客户服务应用程序的快速和可视化网络开发的系统和方法，其呈现模拟传统桌面应用程序通用控件的丰富图形用户界面。 丰富的用户界面应用程序由基于标准浏览器协议构建的脚本语言组成，因此不需要安装任何其他客户端或专有软件应用程序。 用户不仅可以在丰富的用户界面Web应用程序上工作，而且此应用程序允许用户使用可视化编程工具创建或开发另一个基于Web的富客户端应用程序。