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    Method and apparatus for workflow interactive troubleshooting tool
    141.
    发明申请
    Method and apparatus for workflow interactive troubleshooting tool 审中-公开
    工作流交互式故障诊断工具的方法和装置

    公开(公告)号：US20070100782A1

    公开(公告)日：2007-05-03

    申请号：US11262476

    申请日：2005-10-28

    Applicant: Tom Reed ,  Erian Laperi ,  Jeremy Dilks ,  Jonathan Gray

    Inventor： Tom Reed ,  Erian Laperi ,  Jeremy Dilks ,  Jonathan Gray

    IPC: G06F17/30

    CPC classification number: H04M3/247 ,  H04L67/306 ,  H04L67/36 ,  H04M2201/42

    Abstract: A method and system for providing a workflow integrated troubleshooting tool. The system may include a central workflow server from which network technicians may obtain trouble tickets and with which the technician may analyze and solve problems identified in the trouble tickets. The workflow server may automatically provide recommended workflows to technicians with step-by-step guidance instructions accompanied by relevant links to appropriate diagnostic software tools. The workflow server mediates between formats of information from a customer database and from any of a number of diagnostic software applications. The method may include permitting a technician centralized login and authentication to each of a number of separate diagnostic tools, prioritization of trouble tickets and automated workflow suggestions and testing through a common graphic user interface.

    Abstract translation: 一种用于提供工作流集成故障排除工具的方法和系统。 该系统可以包括中心工作流服务器，网络技术人员可从该中心工作流服务器获得故障单，并且技术人员可以通过该工作流服务器分析和解决故障单中识别的问题。 工作流服务器可以自动向技术人员提供推荐的工作流程，并附有相应的诊断软件工具的相关链接的逐步指导说明。 工作流服务器在客户数据库和多个诊断软件应用程序中的任何一种信息格式之间进行中介。 该方法可以包括允许技术人员对多个单独的诊断工具中的每一个进行集中登录和认证，故障单的优先级和自动工作流建议以及通过公共图形用户界面的测试。

    System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction
    144.
    发明授权
    System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction 有权
    用于记录语音的系统和方法以及由呼叫中心代理输入的数据以及用于分析或校正的这些通信流的检索

    公开(公告)号：US07203285B2

    公开(公告)日：2007-04-10

    申请号：US10181103

    申请日：2001-01-12

    Applicant: Christopher Douglas Blair

    Inventor： Christopher Douglas Blair

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

    CPC classification number: H04M3/5183 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/42 ,  H04M2203/301

    Abstract: The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.

    Abstract translation: 本发明提供了一种通信记录和分析系统，包括用于记录一个或多个通信流的装置，用于识别记录的流的装置，用于通过标识符标签检索所述记录的内容的装置，并且其中从分析推断附加的实时信息 实时或更迟的在计算机/终端处输入的键盘，处理交互，和/或计算机鼠标动作，和/或从多个计算机/终端中的任何一个或多个计算机/终端发出或终止的互联网流量 处理交互，和/或在交互期间发出的单词和/或韵律被记录。 此外，提供图形显示装置，使得呼叫流记录的呈现是以直接图形的形式示出了通过各种状态和转换的呼叫的进展。

    Method and Apparatus for Multiple Agent Commitment Tracking and Notification
    145.
    发明申请
    Method and Apparatus for Multiple Agent Commitment Tracking and Notification 审中-公开
    多代理承诺跟踪和通知的方法和装置

    公开(公告)号：US20060248043A1

    公开(公告)日：2006-11-02

    申请号：US11456333

    申请日：2006-07-10

    Applicant: James Powers

    Inventor： James Powers

    IPC: G06F17/30

    CPC classification number: G06Q10/10 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2203/2072 ,  Y10S707/99932 ,  Y10S707/99943 ,  Y10S707/99945

    Abstract: A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

    Abstract translation: 用于跟踪主机组织的客户端联系人的系统在连接的计算机设备上使用多媒体数据库和用户界面。 数据库将客户端通信作为完整内容存储，并且通过问题将联系人相关联，并且用户界面将客户端联系人通信作为诸如图标的对象显示在有问题的相关时间字符串中。 在优选实施例中，接口还为主机代理提供输入设备，以便为客户通信选择适当的响应，作出响应承诺，分配承诺责任，并以各种方式通知所输入承诺的人员，例如提醒 。 其他通知包括履行和未履行的承诺。

    Communication network management
    146.
    发明授权
    Communication network management 有权
    通信网络管理

    公开(公告)号：US07116770B1

    公开(公告)日：2006-10-03

    申请号：US09382553

    申请日：1999-08-25

    Applicant: Thanh Tran ,  Hung B. Nguyen ,  Frederick Kull

    Inventor： Thanh Tran ,  Hung B. Nguyen ,  Frederick Kull

    IPC: H04M3/42 ,  H04M1/64

    CPC classification number: H04M3/2254 ,  H04M3/42314 ,  H04M3/533 ,  H04M2201/42 ,  H04M2201/54

    Abstract: A communication network and an associated network manager server according to the invention includes one or more instances of a first object type and one or more instances of a second object type. The first object type is associated with a first product of the communication network such as a PBX and the second object type is associated with a second product of the network such as a phone mail product. The network includes a first local module for configuring each instance of the first object type and a second local module for configuring each instance of the second object type. A network management server of the network includes a product specific coordinator. The product specific coordinator includes means for coordinating configuration activities among each instance of the first object type via the first local module and means for coordinating configuration activities among each instance of the second object type via the second local module. The network further includes a network coordinator adapted for configuring each instance of a network object, such as a person object that includes a PBX component and a phone mail component. The network object includes a first component associated with the first object type and a second component associated with the second object type. The communication network further includes a network management client that includes a graphical user interface adapted for enabling a user to invoke the network management server.

    Abstract translation: 根据本发明的通信网络和相关联的网络管理器服务器包括第一对象类型和第二对象类型的一个或多个实例的一个或多个实例。 第一对象类型与诸如PBX的通信网络的第一产品相关联，并且第二对象类型与诸如电话邮件产品的网络的第二产品相关联。 该网络包括用于配置第一对象类型的每个实例的第一本地模块和用于配置第二对象类型的每个实例的第二本地模块。 网络的网络管理服务器包括产品特定协调器。 产品特定协调器包括用于经由第一本地模块协调第一对象类型的每个实例之间的配置活动的装置和用于经由第二本地模块协调第二对象类型的每个实例之间的配置活动的装置。 网络还包括适于配置网络对象的每个实例的网络协调器，诸如包括PBX组件和电话邮件组件的人物对象。 网络对象包括与第一对象类型相关联的第一组件和与第二对象类型相关联的第二组件。 通信网络还包括网络管理客户端，其包括适于使得用户能够调用网络管理服务器的图形用户界面。

    Method, apparatus and article of manufacture for web-based control of a unified multi-service communication system
    147.
    发明授权
    Method, apparatus and article of manufacture for web-based control of a unified multi-service communication system 有权
    用于统一多业务通信系统的网络控制的方法，装置和制造

    公开(公告)号：US07111056B1

    公开(公告)日：2006-09-19

    申请号：US09414590

    申请日：1999-10-08

    Applicant: K. Scott Ramey ,  Michel Burger ,  Larry David

    Inventor： K. Scott Ramey ,  Michel Burger ,  Larry David

    IPC: G06F15/173 ,  G06F15/16

    CPC classification number: H04M3/42314 ,  H04M3/42161 ,  H04M3/4931 ,  H04M2201/42 ,  H04M2203/4536 ,  H04M2207/20

    Abstract: A method, apparatus, and article of manufacture for controlling the call control, service control, and user interface functions of a legacy telephone system from a web application. The web application communicates with a legacy call server and controls the legacy call server. A web application also communicates with a legacy telephony device and controls the legacy telephony device. A communication channel may be provided between the web application and the legacy call server, and data transferred over the communication channel is translated to a form that each can understand. The data may be a call control command or a service control command. A communication channel may be provided between the web application and the legacy telephony device, and data transferred over the communication channel is translated to a form that each can understand. The data may be translated to a legacy telephony device data format, and to a web API data format. An abstraction may be used to represent a telephony device or a class of telephony devices having similar characteristics. Access to the telephony device may be arbitrated, and data from the telephony device may be routed. A service plugin may be provided as an interface to the web application. An execution environment may be provided to allows dynamic insertion of service plugins. The data being transferred may be mapped to a telephony device resource. The web application may be an interface to another telephony device, so that telephony devices can communicate peer to peer.

    Abstract translation: 一种用于从网络应用程序控制传统电话系统的呼叫控制，服务控制和用户界面功能的方法，装置和制品。 Web应用程序与旧式呼叫服务器进行通信，并控制旧式呼叫服务器。 网络应用程序还与传统电话设备通信并控制传统电话设备。 可以在web应用和传统呼叫服务器之间提供通信信道，并且通过通信信道传送的数据被转换成每个都可以理解的形式。 数据可以是呼叫控制命令或服务控制命令。 可以在web应用和传统电话设备之间提供通信信道，并且通过通信信道传送的数据被转换成每个都可以理解的形式。 数据可以被转换为传统电话设备数据格式，也可以转换为Web API数据格式。 抽象可以用于表示具有相似特征的电话设备或一类电话设备。 对电话设备的访问可以被仲裁，并且可以路由来自电话设备的数据。 可以提供服务插件作为web应用的接口。 可以提供执行环境以允许动态插入服务插件。 被传输的数据可以被映射到电话设备资源。 Web应用可以是到另一电话设备的接口，使得电话设备可以对等体通信。

    Remote media control for voice over internet telephony and related applications
    148.
    发明授权
    Remote media control for voice over internet telephony and related applications 有权

    公开(公告)号：US07075921B2

    公开(公告)日：2006-07-11

    申请号：US09771992

    申请日：2001-01-30

    Applicant: Joseph Siegrist ,  Amen Zwa

    Inventor： Joseph Siegrist ,  Amen Zwa

    IPC: H04L12/66 ,  H03G3/20

    CPC classification number: H04L67/16 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/26 ,  H04L67/34 ,  H04L69/329 ,  H04M3/5183 ,  H04M7/0027 ,  H04M7/1295 ,  H04M2201/42

    Abstract: A person receiving a Voice over IP call, such as a call center agent, remotely controls media settings on a caller's multimedia terminal device functioning as a telephone terminal device. In some embodiments, the call center agent may remotely control media settings by entering a DTMF (dual tone multi-frequency) sequence from the telephone keypad. The DTMF sequence may be recognized by a gateway through which an Internet-to-PSTN call is made, stripped out of the audio stream and sent to the caller's multimedia terminal device in a separate command message through the Internet, or the DTMF sequence may be encoded into packets along with the voice information for detection and translation into a command message by software at the caller's terminal device. In pure VoIP applications, command packets may be sent directly. When a command message is received at the caller's terminal device, software on the end user computer makes the corresponding media setting changes without requiring any intervention on the part of the caller.

    Distributed service creation environment for intelligent endpoints
    149.
    发明申请
    Distributed service creation environment for intelligent endpoints 有权
    智能端点的分布式服务创建环境

    公开(公告)号：US20060101345A1

    公开(公告)日：2006-05-11

    申请号：US10984298

    申请日：2004-11-08

    Applicant: Henry Chen ,  Michael McClung ,  Jeffery Sanders

    Inventor： Henry Chen ,  Michael McClung ,  Jeffery Sanders

    IPC: H04Q7/38

    CPC classification number: H04M3/42153 ,  G06F8/34 ,  H04M2201/42 ,  H04Q3/0033 ,  H04Q3/0054

    Abstract: According to one embodiment, a method for creating telephony features for an endpoint includes receiving a plurality of instructions defining a graphical representation of an implementation of one or more telephony features for an endpoint. The graphical representation includes a plurality of graphical elements representing a state process of the one or more telephony features. The graphical representation is generated in accordance with the plurality of instructions. A plurality of text commands corresponding to the graphical elements are determined. The text commands specify a plurality of actions of the state process. The graphical representation is converted into customized feature logic that includes the plurality of text commands. The text commands provide the one or more telephony features for the endpoint.

    Abstract translation: 根据一个实施例，用于为端点创建电话特征的方法包括接收定义用于端点的一个或多个电话特征的实现的图形表示的多个指令。 图形表示包括表示一个或多个电话特征的状态过程的多个图形元素。 图形表示根据多个指令生成。 确定与图形元素对应的多个文本命令。 文本命令指定状态进程的多个动作。 图形表示被转换成包括多个文本命令的定制特征逻辑。 文本命令提供端点的一个或多个电话功能。

    Method and system for real-time notification and disposition of voice services in a cable services network
    150.
    发明申请
    Method and system for real-time notification and disposition of voice services in a cable services network 有权
    在有线服务网络中实时通知和处理语音服务的方法和系统

    公开(公告)号：US20060085832A1

    公开(公告)日：2006-04-20

    申请号：US11247058

    申请日：2005-10-11

    Applicant: Vincent Groff ,  Steve Calzone ,  Bruce Beeco ,  Varun Dada ,  Elissa Bordner-Babayigit ,  Constantine Gavrilidis

    Inventor： Vincent Groff ,  Steve Calzone ,  Bruce Beeco ,  Varun Dada ,  Elissa Bordner-Babayigit ,  Constantine Gavrilidis

    IPC: H04N7/173 ,  H04M3/42

    CPC classification number: H04M7/0033 ,  H04M1/57 ,  H04M7/1215 ,  H04M2201/42 ,  H04M2207/14 ,  H04M2250/60

    Abstract: A method and system are provided for providing real-time notification and disposition of voice services in a cable television services system. A voice services application server enables communications between one or more telecommunications sources and subscriber set-top boxes in the cable television services system. The voice services application server, in communication with a telecommunications network, enables a subscriber to receive real-time notification of incoming telephone calls on a television connected to a set-top box and to issue disposition instructions for managing the incoming telephone calls. The disposition instructions may include answering a call, not answering a call, or forwarding a call to a voicemail system, or forwarding a call to an alternate telephone number.

    Abstract translation: 提供了一种用于在有线电视服务系统中提供语音服务的实时通知和处理的方法和系统。 语音服务应用服务器实现有线电视服务系统中的一个或多个电信来源和用户机顶盒之间的通信。 与电信网络通信的话音业务应用服务器使得用户可以在连接到机顶盒的电视上接收来话电话的实时通知，并且发出用于管理呼入电话呼叫的配置指令。 配置指令可以包括应答呼叫，不应答呼叫，或者转发呼叫到语音邮件系统，或者转接呼叫到备用电话号码。

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