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    Per-stage assignment of pipelines agents
    1.
    发明授权
    Per-stage assignment of pipelines agents 有权

    公开(公告)号：US09961012B2

    公开(公告)日：2018-05-01

    申请号：US14977082

    申请日：2015-12-21

    Applicant: Microsoft Technology Licensing, LLC

    Inventor： Amit Kumar Dutta ,  Krishnan Ananthanarayanan ,  Vishak Gopal ,  Mieszko Matkowski ,  Mahendra Sekaran

    IPC: G06F15/16 ,  H04L12/911

    CPC classification number: H04L47/783 ,  H04M3/42221 ,  H04M3/436 ,  H04M3/527 ,  H04M2201/54

    Abstract: The customization of a communication pipelines having multiple stages. For each stage, a set of agent(s) is/are identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage, that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

    METHOD FOR PROVIDING SUPPORT SERVICES USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES
    3.
    发明申请
    METHOD FOR PROVIDING SUPPORT SERVICES USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES 有权
    使用多通道导航器和路由序列提供支持服务的方法

    公开(公告)号：US20130223614A1

    公开(公告)日：2013-08-29

    申请号：US13407138

    申请日：2012-02-28

    Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  David Blatherwick

    Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong ,  David Blatherwick

    IPC: H04M3/00

    CPC classification number: H04L41/22 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/0485 ,  H04M3/5141 ,  H04M3/523 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/2038 ,  H04M2203/252 ,  H04M2203/408

    Abstract: A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context element of a route sequence map associated with a user of the remote device is identified, where the identified context element is one of context elements of the route sequence map in a hierarchical structure. Each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements. It is determined whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element. If so, an action specified by the identified context is performed.

    Abstract translation: 服务中心通过网络从远程设备接收命令，服务中心为用户代表客户端的产品提供支持服务。 基于该命令，识别与远程设备的用户相关联的路由序列映射的上下文元素，其中所标识的上下文元素是分层结构中的路由序列映射的上下文元素之一。 每个上下文元素具有一个或多个属性值，其指定要由服务中心执行的动作中的至少一个以及指向一个或多个子上下文元素的链接。 基于与所识别的上下文元素相关联的一个或多个属性值来确定所识别的上下文元素是动作上下文元素还是导航上下文元素。 如果是，则执行由所识别的上下文指定的动作。

    PROTOCOL INDEPENDENT TELEPHONY CALL LIFECYCLE MANAGEMENT SCHEME
    4.
    发明申请
    PROTOCOL INDEPENDENT TELEPHONY CALL LIFECYCLE MANAGEMENT SCHEME 有权
    协议独立电话呼叫生命周期管理方案

    公开(公告)号：US20090285375A1

    公开(公告)日：2009-11-19

    申请号：US12119554

    申请日：2008-05-13

    Applicant: Shiri Kremer-Davidson ,  Alan Hartman ,  Mila Keren ,  Dmitri Pikus

    Inventor： Shiri Kremer-Davidson ,  Alan Hartman ,  Mila Keren ,  Dmitri Pikus

    IPC: H04M3/42

    CPC classification number: H04M3/42136 ,  G06F8/24 ,  G06F8/34 ,  G06F17/3089 ,  H04L65/1016 ,  H04M7/006 ,  H04M2201/54

    Abstract: A method of telephone call management in process of service development that allows a user to model and create telephone call management schemes independent of telecommunications protocols and network layer details. The method of the invention operates by creating an abstract model of a telephone call life-cycle that is converted, using a set of communication threads, into executable code. Models in accordance with the method of the invention are constructed using an Integrated Development Environment (IDE) for creating and developing telecom services that embodies the Telecom Service Domain Specific Language (TS-DSL) which is implemented as a Unified Modeling Language (UML) extension for the telecom domain. By this method, individuals without specialized knowledge of telecom related software programming and protocols can successfully design and implement telecom services that manages calls. The ease of implementation of the method also reduces design time and, therefore, time to market of the finished product.

    Abstract translation: 一种在服务开发过程中进行电话呼叫管理的方法，其允许用户独立于电信协议和网络层细节来建立和创建电话呼叫管理方案。 本发明的方法通过创建使用一组通信线程转换成可执行代码的电话呼叫生命周期的抽象模型来操作。 根据本发明的方法的模型是使用集成开发环境（IDE）构建的，用于创建和开发电信服务，该电信服务体现了实现为统一建模语言（UML）扩展的电信服务域特定语言（TS-DSL） 为电信领域。 通过这种方式，没有电信相关软件编程和协议专业知识的人员可以成功地设计和实施管理呼叫的电信业务。 该方法的易于实施还减少了设计时间，并因此缩短了成品的上市时间。

    Telecommunications system
    5.
    发明申请
    Telecommunications system 审中-公开
    电信系统

    公开(公告)号：US20090207986A1

    公开(公告)日：2009-08-20

    申请号：US12378200

    申请日：2009-02-12

    Applicant: Florian Buzin ,  Barbara Mauve

    Inventor： Florian Buzin ,  Barbara Mauve

    IPC: H04M11/00

    CPC classification number: H04M11/007 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/1016

    Abstract: A telecommunications system simplifies programming of telephone systems and expands such programming to include possibilities in addition to the required functionality for producing communications between subscribers. A user interface is provided for simple programming of functions and modules according to the modular principle. The most varied terminals can be controlled by way of the telephone as a control device using this interface.

    Abstract translation: 电信系统简化了电话系统的编程，并且扩展了这样的编程以便除了用于在用户之间产生通信所需的功能之外还包括可能性。 提供了一个用户界面，用于根据模块化原理对功能和模块进行简单编程。 最多变化的终端可以通过电话作为使用该接口的控制设备进行控制。

    PER-STAGE ASSIGNMENT OF PIPELINES AGENTS
    8.
    发明申请
    PER-STAGE ASSIGNMENT OF PIPELINES AGENTS 有权

    公开(公告)号：US20170180268A1

    公开(公告)日：2017-06-22

    申请号：US14977082

    申请日：2015-12-21

    Applicant: Microsoft Technology Licensing, LLC

    Inventor： Amit Kumar Dutta ,  Krishnan Ananthanarayanan ,  Vishak Gopal ,  Mieszko Matkowski ,  Mahendra Sekaran

    IPC: H04L12/911

    CPC classification number: H04L47/783 ,  H04M3/42221 ,  H04M3/436 ,  H04M3/527 ,  H04M2201/54

    Abstract: The customization of a communication pipelines having multiple stages. For each stage, a set of agent(s) is/are identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage, that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

    METHOD FOR PROVIDING MEDIA CONTENT USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES
    9.
    发明申请
    METHOD FOR PROVIDING MEDIA CONTENT USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES 审中-公开
    使用多通道导航器和路由序列提供媒体内容的方法

    公开(公告)号：US20150100889A1

    公开(公告)日：2015-04-09

    申请号：US14569613

    申请日：2014-12-12

    Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

    Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

    IPC: H04L12/24 ,  H04M3/523 ,  G06F3/0484 ,  G06F3/0482 ,  G06F3/0485

    CPC classification number: H04L41/22 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/0485 ,  H04M3/5141 ,  H04M3/523 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/2038 ,  H04M2203/252 ,  H04M2203/408

    Abstract: An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

    Abstract translation: 电子设备显示第一行图形表示，每行对应于第一用户的路线序列图的上下文元素。 路线序列图包括以层次结构组织的上下文元素，每个上下文元素具有指定要由服务器执行的动作的一个或多个属性值，或者到分层结构中的一个或多个子上下文元素的链接。 响应于来自第一行的第一图形表示的选择，具有至少第一图形表示的第一标识符（ID）的第一消息被发送到服务器。 响应于第一消息从服务器接收到第二消息，第二消息包括标识路由序列图的上下文元素的第二行的数据。 第二行显示为第一行的子行。

    Interactive voice response (IVR) system providing dynamic resolution of data
    10.
    发明授权
    Interactive voice response (IVR) system providing dynamic resolution of data 有权
    交互式语音响应（IVR）系统提供数据的动态分辨率

    公开(公告)号：US07397905B1

    公开(公告)日：2008-07-08

    申请号：US11060899

    申请日：2005-02-18

    Applicant: Daniel W. Stewart ,  Kassandra B. Guy

    Inventor： Daniel W. Stewart ,  Kassandra B. Guy

    IPC: H04M1/64

    CPC classification number: H04M3/493 ,  H04M2201/54 ,  Y10S707/99945 ,  Y10S707/99948

    Abstract: An interactive voice response (IVR) system executes a call flow that references data objects holding information. The information within a data object includes a variable that holds a value utilized by the call flow, state information describing the state of the variable, and fulfillment type information that describes how to get a value for the variable or otherwise change the variable's state. Process and application objects in the call flow specify desired states of variables at given points in the call flow. A resolution module within the IVR system determines whether the variables are in the desired states and, if not, utilizes the fulfillment type information in the data objects to attempt to put the variables in the desired states. This dynamic resolution process provides a mechanism for resolving the values of variables in data objects as the values are required and eases the burden on the call flow developer.

    Abstract translation: 交互式语音响应（IVR）系统执行引用保存信息的数据对象的呼叫流程。 数据对象中的信息包括保存呼叫流所使用的值的变量，描述变量的状态的状态信息以及描述如何获取变量的值或以其它方式改变变量的状态的履行类型信息。 呼叫流中的进程和应用对象在呼叫流中的给定点处指定变量的所需状态。 IVR系统内的分辨率模块确定变量是否处于所需状态，如果不是，则使用数据对象中的履行类型信息来尝试将变量置于所需状态。 该动态解析过程提供了一种解决数据对象中变量的值的机制，因为需要这些值，并减轻了调用流开发者的负担。

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