text:
Clients cannot be updated suddenly
I have near 2000 clients.
about 100 of these clients cannot be updated suddenly from today.
secars test is ok and clients can see the server
can you help me please to resolve this issue?
Comments 8 Comments • Jump to latest comment
may be sylink log from one of the machine should help.
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
thanks for quick reply!
SEPM is updating all clients except these 100 clients
here is sylink.log
EVENT_LU_REQUIRE_STATUS returned ERROR_SYSTEM_UNKNOWN - Ignore LU content
It seems that the client is getting the defs, but they are not getting installed
Are the machine connected to the ineternet
if yes run luall.exe and see if the defs get updated
MCT MCSE-2012 Symantec Technical Specialist (SCTS)
I have seen this issue before and I updated the sylink checkin from 1 (once) to 0 (unlimited):
1. smc -stop
2. copy sylink from SEPM (export communications file (change verifysignatures from 1 to 0)
3. Upload sylink to SERVER
4. Replace sylink.xml with file uploaded.
5. smc -start
You can also use the sylinkdrop tool.
Now updating to 0 does cause some performance worries. I would recommend updating to like 3 maybe.
Hope this helps!
Just an ordinary guy with a lot of Symantec experience :P


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2008 BEST Service
The fourth member of our party was late. Family-emergency late. Should've-canceled late. An hour into our reservation, we approached GM (and co-owner) Kerri Foley: We didn't know how much longer our friend would be. Did we need to move? No, she said, smiling, it's fine. Meanwhile, our waiter refilled our water glasses, explained the wine list, poured some samples, and stood by politely until our dinner party was complete. Such moments test the true colors of a front-of-house team, and Foley's staffers—admirably polished and gracious—passed with theirs flying.
Be respectful of our online community and contribute to an engaging conversation. We reserve the right to remove impersonators or personal attacks, threats, profanity, or flat-out offensive comments. By posting here, you are permitting Boston magazine and Metro Corp. to edit and republish your comment in all media.


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June 1, 2011
File Photo
Last summer, Alex Coffey of McDonough drove his No. 7 car to the points championship in the Bandolero Bandits Division in the Thursday Thunder at Atlanta Motor Speedway.
Stories this photo appears in:
Green flag ready to drop on another year of Thursday Thunder
By Doug Gormandgorman@news-dailyThe green flag drops on the 14th season of the Thursday Thunder summer racing series tonight at Atlanta Motor Speedway.
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Updated December, 2014.
I'm getting a lot of e-mails lately from people who have just started a blog and are looking for tips and suggestions for getting more visitors and traffic to their blog. Here's an example:
Hi Mike. I have just recently started a blog and I have a question about promoting it or getting the word out about it. Right now it's small and I only have two posts but I'm lost on that part. Can you give me some actual advice or something that I can do right away in order to start receiving more visitors?
It's not an easy task, but if you get things right at the beginning you will start receiving some traffic and it WILL increase over time. I'm suggest you follow the methods below, and if you do, you will see some results. However, don't wait for a miracle and be prepared to wait at least 2-3 months for a decent traffic flow.
1) Create good content / well-written blog posts
This should be your number one task from the beginning. You'll need to write compelling and interesting blog posts. If you are having writer's block or just don't know what to write about, then I suggest you check my post titled: 101 blog post ideas
Furthermore, make sure your blog posts consist of:
- Information that other people (your blog readers) may not be aware of. It's even better when it's valuable and up-to-date.
- Help or actual advice that helps your readers to succeed in something particular (for example: I'm writing this post in order to help you get more traffic to your blog).
- If possible, add images & videos – people love to browse with their eyes.
- Bullet points and well-organised paragraphs are all parts of a good blog post as well as outgoing links to different authority sites/other blogs that give out even more information on this specific topic.
- In addition, you can share you own stories or news that might engage your readers from the very beginning.
- The longer the better (usually). After blogging for more than four years, I've found that longer content gets more shares/likes and links. Keep in mind though, that your ultimate goal is not to stuff your blog posts with fluff and empty words, but rather improving the overall quality with useful, actionable and informative content.
Once you have at least 4-5 compelling blog posts or articles you can start thinking about promoting your blog. If your blog is unfinished and you don't have much content to read then people will just think "OK, it seems like this blog is a work in progress and there's not much to read. Perhaps I should come back later." But here's the sad truth: they don't usually come back later.
For further reading: How to write killer posts that attract visitors
Conclusion: Believe it or not, content is king. You might drive thousands of people to your blog, but if there's nothing to read, they will leave and most likely never return.
2) Make a public announcement on your social media profiles that you've started blogging
Most people are present on different social media platforms, such as; Facebook, Google+, Twitter and others. Check where you have the biggest number and most active followers and make a public announcement that you've started a blog that covers [TOPIC]. Write your industry/niche there and add a link to your blog. The first readers are usually your friends, family and acquaintances. They are easy to catch online.
Here's an sample of my presence on Google+ :
P.S: Right after I published this on my Google+ account, I started to receive feedback that was excellent! Your friends and colleagues might think that you've done a lot of work to set up your blog, but you know the truth – it's easier than it seems at first glance.
Conclusion: The first few readers are probably your friends. Make sure you let them know about your blog so they can give you feedback and help you make improvements. At the end of the day, you'd want to make your blog the best.
3) Ask a small favor from your close friends
Pick 5-10 friends and send them a short and personal message asking for a share or like. You can send this through Facebook as well, but I personally think that email is way more personal. (The script for doing this is listed below.)
Another option is choosing people who are interested in the same topic that you cover. For example I'm covering blogging and how to get started, so I targeted people who already have blogs but who have friends that may want to start one.
Hi [Name]
I launched my new blog called [YOUR BLOG NAME] yesterday where I cover [YOUR TOPIC OR INDUSTRY]. I'm asking for a small favour to share the blog on your Facebook and Twitter feed. It won't take much time and may be useful to your friends who are interested in blogging.
You can use the script below: "My friend [YOUR NAME] has started a new blog where he covers [YOUR BLOG TOPIC]. He publishes great content and useful tips. Feel free to have a look: YourBlog.com"
I appreciate your share very highly!
Conclusion: Using emails to let others know about your new blog is a great way to gather feedback as well as new visitors.
4) Search for people who have previously tweeted/shared posts covering similar topics
Search for some popular posts (use Google to do that) in your topic and see if someone has left a comment under the post. If you're lucky, you'll get their contact details by clicking on their profile:
Once you have found the contact details, send them a quick email like the one below and see if you get a response:
The second useful way to reach people personally is via Twitter. Just go to twitter.com/search and type in the keyword(s) that are related to your blog. I used "WordPress Cheat Sheet" as an example.
Usually a couple of results show up:
Now check their profile and see if they usually share other posts or not and reach out to them in 140 characters. It can be hard but it's doable! It is very important to keep in mind that spamming is no good. Remember, you main goal should be helping people not begging for a re-tweet.
Hi @JonathanTorke, you previously tweeted The WordPress Cheat Sheet. Maybe you'll find this article useful: http://t.co/EFf66F6l7R
— StartBloggingOnline (@StartBlog101) July 2, 2013
… and he tweeted about my blog post.
Conclusion: This "method" is a good way to gather more tweets and likes for your content; which may result in a huge spike of traffic. On the best day I received approximately 1000 visitors from Twitter alone.
5) Use tools to look for important people in your industry/niche. Check their posts, add comments and become active in the community
Influencers in the industry gather a lot of attention and traffic. There are many ways to find them but one of the easiest ways is using Topsy.
Go to topsy.com and pick "Influencers". After that search for keywords that are related to your blog.
I picked "Blogging" and got a list of people who are active and considered to be authorities in the blogging niche. Now, do some research about them.
Check their blog, posts and tweets, and see where you can step in and add value with your comments and discussion. There are several other tools you can use, for example Klout, Twello, Tehnokrati and more.
The easiest way to start interacting is by posting VALUE-ADDING blog comments to popular posts. Keep in mind that you'll have to pick recent articles and also the ones where you feel you're competent and able to say something.
Keep your eye on their social media activity, re-tweet their updates and answer their questions. Connections don't come overnight; they take time but are totally worth it in the long run.
Conclusion: When you manage to build a relationship with the authorities in your niche, you will start gaining more exposure. And when you do, it's only matter of time before you also become an authority.
6) Start participating in forums and blogs that are similar to yours
Another great way to start receiving traffic from different sources is to become active in all sorts of discussions that are relevant to your blog. Here's what you should do:
1) Become an active member of 2-3 forums that have a lot of contributors. Start sharing your opinions on different boards/threads and don't forget to add your blog link in your signature. I used this strategy a few months back; every single day I made approximately 5-6 threads/replies on different forums and I received >100 visitors per day from it. Not too bad
2) Become an active reader on blogs that are similar to yours. For example, if your blog is about fashion, then it's also wise to leave comments on other blogs that already have some sort of audience. That way you can literally "steal" readers from other blogs. However, make sure you don't "spam"; instead you should leave meaningful comments that actually attract others to read your own blog.
Conclusion: Getting into discussions is not time consuming, but it's a very efficient way to drive laser-targeted visitors to your blog. Don't miss that opportunity.
7) Establish relationships, get links & optimize your blog for Google
Another way to get traffic to your blog is by making your site "Google friendly". That way you can get more traffic from Google, as well as from Bing and Yahoo. In a nut shell, in order to get better rankings, they all want you to have:
- Good content
- Links to your site from other blogs/resources
- Social shares/likes
In order to get links, you need to share your content. If people like it, they will most likely share it on their blogs and websites. If they don't FIND your content by themselves, you have to build relationships and use e-mail outreaching (See steps 4 – 5 again).
To get you more familiar with this method, I'll point out two strategies that I've personally used in the past.
1) Resource linkbuilding – Go to google.com and search for queries like "intitle:YourBlogTopic inurl:resources" or "intitle:YourBlogTopic inurl:links". I used "intitle:blogging inurl:resources" and this is the search results I got:
Your next step is to get in touch with the webmasters and blog owners who have those "Resource pages" on their blogs/websites. Keep your email simple. Here's an example:
"Hi *NAME*
I was reading your blog this morning and noticed that you have a awesome resource page. I actually have a similar blog that might be helpful or useful to your audience.
See it yourself: YourNewBlog.com
Let me know what you think of it. Perhaps it's worth mentioning on your resource page.
Either way, have a nice day,
Your Name
Feel free to tweak the email text and subject. Just keep it short and straight to the point. Those blog owners and webmasters tend to get tons of emails on a daily basis and if your email is not straightforward, they may just delete it.
2) Broken linkbuilding – In short, it's a strategy where you need to find a website or a blog that is no longer available (domain expired, owner abandoned it or even deleted it for some reason). Let's say AwesomeFoodBlog.com used to be a great blog for finding smoothie recipes, but it's no longer available.
Now you need to head over to Ahrefs.com and type in the broken URL. Once that's done, you will most likely see list of sites that have linked or mentioned this blog on their own blogs. All you need to do is to get in touch with them with a short email:
Hi *NAME*,
I was reading your blog and I noticed that you previously linked to AwesomeFoodBlog.com from your blog post here: LINK
However, it has been taken down and thus is no longer available. If you ever plan to fix/edit this link, I recently published a similar blog on this very topic. See it yourself: YourNewBlog.com
Let me know what you think,
Your Name
Looks easy, right? Here's a more thorough post about broken linkbuilding.
For further reading about Search Engine Optimization, I suggest you read these articles/blogs:
- Beginners Guide to SEO (Moz)
- Guide to SEO (SearchEngineLand)
- Out of the box SEO (Brian Dean)
- Want to be an authority? (Bing)
Conclusion: Optimizing your blog content for search engines is definitely a great way to drive organic traffic to your blog. Of course, that means you have to learn the basics (which are all covered in the links above).
8) Use guest posting to drive more traffic to your blog
Another great way to get more visitors to your blog is to guest post on other similar blogs. In short, instead of writing something on your OWN blog, you write it for another blog.
At first you might think it's a silly idea – but it's not.
Here are some of the benefits:
- Your post will be seen by a bigger audience. Try to get your guest post placed on blogs that have a lot of visitors
- You will get a link back to your site – great for SEO.
- You will attract interest in your own blog
To get started, I suggest you use Google once again to scrape together a list of similar blogs in your niche. Once you've found 20-30 of them, start sending emails. Again, let other blog owners know that you are a new blogger who is interested in writing a guest post. Make sure you don't "beg" or "spam" anyone. I've used this email to get the most successful responses:
Hi *NAME*
I was browsing your blog this morning and noticed that you are accepting guest posts. I'm extremely interested in *TOPIC/NICHE" and I'd like to write something useful and helpful to your audience. What do you think?
If that's cool with you, I can send you a couple of blog post ideas and you can choose which one you'd like to publish on your blog.
You can also have a look at my previous blog posts here: YourNewBlog.com
Have a nice day,
Your Name
I used the exact same email template to get in touch with EventManagerBlog.com. Here's my guest post that I wrote a year ago – How to use WordPress for your event. I still get some referral traffic from that post – awesome, isn't it?
9) Submit your site to famous social bookmarking/discussion sites
You have probably heard about StumbleUpon or Reddit. If not, they are sites where users (yep, you need to register) can share something that they have liked. If you share your blog post and other people "like" it, you will get more exposure. Sometimes great blog posts can go viral out there.
Make sure you publish something awesome in order to get it viral. Here are a couple of sites where you can share your blog posts:
- StumbleUpon
- Digg
- Dzone (Mostly web development related)
- BizSugar (Mostly business related)
For further reading, check this awesome post by Neil Patel. He explains how you can make your blog post go viral on Reddit.
10) Create videos to land new visitors
Did you know that YouTube is the second largest search engine – but most bloggers never use it the wise way? One simple option is to create a short video or a video series where you talk about one of your recent posts, like a review or a summary. Just make sure you write a comprehensive description under the video and definitely add a link in the first line that directs people to your blog.
I'm sure you'll land some visitors from time to who will actually become long-term readers. If you're using a Mac, iMovie is the best software you can use for editing, but here's a list of alternative options. YouTube is definitely a powerful channel that can be used for traffic acquisition.
P.S: If you need more help or guidance, feel free to leave a comment below. And if you have your own strategies to drive traffic to your blog, don't be shy to share


text:
NIKOLAI EFIMOVICH TIMKOV (Russian, 1912-1993). Rostov in Winter, 1970-74. Oil on canvas. 56 x 56 inches (142.2 x 142.2 c...
2008 June Russian Fine Art Signature Auction #5008
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Heritage Auctions
Fine Arts Annex
1518 Slocum Street
Dallas, TX 75207
Rostov in Winter, 1970-74
Oil on canvas
56 x 56 inches (142.2 x 142.2 cm)
Signed, titled, and dated verso in Cyrillic
Pushkin Collection, acquired directly from the estate of the artist.
This extraordinary work was exhibited at several of Timkov's one-man exhibitions, and is considered among his largest and most impressive paintings.
"From 1964 to 1975 he traveled through the northern Urals, visiting Rostov Veliky, Periyaslavl-Zalesky, Birossogleb, Vladimir, the Pushkin sites in the Pskov region and the ancient Pechora Monastery. The things he saw on these journeys filled his fourth one-man exhibition in 1976 in Leningrad."
Dr. Alexander Borovsky, The Seasons of Timkov, Pushkin Collection, 1998.
Condition Report*:Condition report available upon request.
*Heritage Auctions strives to provide as much information as possible but encourages in-person inspection by bidders. Statements regarding the condition of objects are only for general guidance and should not be relied upon as complete statements of fact, and do not constitute a representation, warranty or assumption of liability by Heritage. Please note that we do not de-frame lots estimated at $1,000 or less and may not be able to provide additional details for lots valued under $500. All lots are sold "AS IS" under the Terms & Conditions of Auction.
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The cylinder turns the right way, for Colt revolvers.
When I was a kid, growing up on the streets of New York City, the cop on our beat carried a Colt's .32 Police Positive.
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Hello everyone-
I've been remiss in writing blogs recently. In my defense, I've been busy. But I really care about this blog and about my readers, and I've been working on creating time in my life for this.
Recently, I've been doing some creative writing of my own. I'm going to post a short story that I'm working on here on the blog. I would love to hear your opinions, if you want to share them. For the record, the piece was inspired by a true story.
Death Valley vs. Me
The tow truck pulled up slowly, and I glanced at my cousin Hannah out of the corner of my eye. She blinked at me twice, like a stunned owl. I sighed and we stepped forward together and waited for the tow truck driver to open our door. We stepped into the cab of the truck and a very surly tow truck driver looked us up and down, scowling.
He glared and revved the engine, muttering to himself and then turning to look at us.
"What in the hell are you two doin' in Death Valley?"
I smiled, hopefully beatifically, and said (hopefully winningly) "we're on an adventure."
He snorted and started the car.
This whole disaster was the fault of a rock. We had been trying to escape Death Valley and the various horrors it had bestowed upon us, when it dealt us the final blow; a kamikaze rock which punctured the oil pan of my beloved VW Golf. We sat in the hot sun until I got brave enough to flag down a trucker, who drove us to a payphone.
I sat in the cab of the tow truck as our driver rattled on about his military life, and how various psychologists had diagnosed him as a sociopath after discharging him. I cracked my knuckles repeatedly and leaned my head against the window. This was supposed to be our perfect road trip. We were supposed to visit Yosemite, and then continue on to San Francisco. Neither Hannah nor I had ever had car trouble, and now we were taking a VERY expensive jaunt in the opposite direction of where we needed to go, with a clinically diagnosed sociopath as our companion.
I stared out the dirty window at one of the better parts of Death Valley, the gliding rocks. These are giant boulders which move, seemingly of their own accord, in oval rings around a circular valley. Ironically, these rocks reminded me of a saying which is taught to us from a very early age.
Just keep moving forward.
These giant boulders, which glide eerily across boiling sand—they never stop moving. There's no reason or rhyme as to why they do it, although there must be some scientific reason why it happens. I want to live a life that defies the ordinary. I want to keep moving, even when things are difficult. I want to constantly be reminded of all of the wonderful and startling things that the world bestows upon us. I want to be the kind of person who, even in the most difficult situations, finds the brightest things around me. Whether it is a diamond in the rough or an ethereal boulder in the valley of desolation, I want to seek it out.
And so I turned to the tow truck driver, whose name was Larry, pulled out my journal, and asked him the question I ask everyone.
"So, Larry, tell me about your mother."


text:
Michael Gove's militant past
The Tories' union basher once manned a picket line himself.
The Tories' union basher once manned a picket line himself.
by George Eaton Published
Few would have guessed that, as the man the Tories chose to lead their assault on the trade union Unite, Michael Gove had a militant past of his own.
But now, courtesy of the People, we have an image of the young Gove manning an NUJ picket line during a year-long dispute at the Aberdeen Press and Journal.
Some may assume that the shadow schools secretary parted company with the NUJ after he joined the Times, owned by that famous union-slayer, Rupert Murdoch. But a comment piece from the same newspaper reveals that he remained a member until as recently as 2007, when he resigned after the union passed a motion calling for a boycott of Israeli goods and services.
Even then, he declared his respect for "the men and women who went out on strike . . . in Aberdeen nearly two decades ago".
It's a pity that this ambivalence wasn't reflected in his speech on "industrial strife" last week.


text:
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I can't say enough great things about Dr U and his staff! What a great team! Every one I encountered greeted me with a smile and was so helpful! I just adored his nurse! Just the sweetest! You need an ortho? This is the place for you!
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Brought my son to see Dr Jeremy for his broken wrist. He and his staff were amazing! We were able to get in right away which can't be said for many other doctors in town! Thank you again Dr Jeremy!
Was this rating useful? 1 [[ userState['ratings'][2636864].votes_count ]]
Dr. Urbanczyk is a very knowledgeable and thorough physician. Appointments had minimal wait times and the staff was very professional. They promptly filed all the paperwork for job requirements and short term disability. If you want a doctor who will take excellent care of you, I highly recommend him.
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Dr Jeremy is simply wonderful! He took care of my mother when she broke her hip. He and his staff went above and beyond to make sure that she was cared for. He took his time explaining things and answered any questions we had. The staff always had a smile on their face and made us feel like we weren't just another patient but like we were family!
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A nice, caring and professional doctor. Sets down and listens, takes time take care of your concerns. I would highly recommend him.
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Absolutely the best orthopedic in town! Great bedside manner, very caring and knowledgable! I have recommended him to all of my family and friends. Staff was great as well! A+ Dr. U!!
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I liked the doctor and thought he was very friendly and understanding. However after I had my knee surgery I was rush discharged from the hospital and my instructions were very vague and not very detailed at all. I've spent the last two weeks not knowing what to expect or really been knowing how to take care of myself. I tried calling with my concerns and he's got some of the rudest office staff I've ever dealt with. I like him but his nurses need better people skills
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Dr. Urbanczyk is a great dr. He is very caring and considerate. And he is very knowledgeable in his field. I highly recommend him. It's to bad though he doesn't know about the white nurse that he has working his back office that is RUINING his practice. This person is so rude and hateful to his patients that it is outrageous. I've seen it, and I'he put up with it. But Dr. U needs to know.
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I saw this doctor for knee arthritis. I had seen other physicians in the area, and I was quite pleased with his conservative approach. If I have to have knee replacement, I will not hesitate to see him again.
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very caring dr. good bedside matter. I have a broken wrist amd was very pleased with his manner of treatment
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Girl Scouts Troop #2513 held a unique ceremony at the Palace Park in Red Boiling Springs, this past Saturday evening. Each member of the troop participated by placing meaningful memorabilia in bags that became part of a time capsule to be exhumed in the year 2018.
In a matter of less than a week, the Macon County Sheriffs Department has seized over 800 marijuana plants in three separate raids between September 30th and October 4th.
The first seizure, took place at approximately 6 a.m. on Tuesday, Sept. 30, in the Northeastern section of Macon County, where police confiscated and destroyed over 100 marijuana plants.
The following day, after receiving information from a concerned citizen that marijuana was being grown in another eastern section of the county, Macon County Deputies and Detective Bill Cothron responded to the location in question.
The last day to register to vote in the November 4th U.S, Presidential election is quickly approaching, with Monday October 6th, as the deadline in Macon County.
Soon to follow, early voting will begin on October 15th and will continue through October 30th.
Democratic nominees on the ballot for President and Vice President are Barack Obama and Joe Biden with John McCain and Sarah Palin as the Republican nominees.
As the years go by it's easy to let the past slip away from us, the memory of days gone fading with time like an old black and white photograph. But for those residing in the Kirbytown Community the past is now something they can celebrate everyday, thanks to a monument dedicated in memory of those who called it home during the 1940's.
Inscribed with the names of those Kirbytown Community families that endured the Great Depression and World War II, the monument was purchased by William King, whose parents are also listed on the marble face of the 6-foot tall memorial.


text:
A communications system provides for the establishment of audio/video/data connections between system users employing a personal computer and Web browsers, to agents of a business or organization. A business or organization may provide a Web server through which system users may connect either over a data network or over the Public Switched Telephone Network (PSTN). Once connected, various screen displays may be provided through which system users may enter account or other personal information which the server may employ to locate a profile for the system user. A system user may be provided the option to establish communication with an agent in a number of different modes. Once a mode is selected, the system user will be connected with an agent who is best able to serve the system user based on the profile information found in memory. If an agent isn't available, the system is configured such that connections may be entered in a queue and information with regards to position in queue and waiting time can be provided to the system user. Further, functionality is also provided for the system user to search other websites while maintaining their position in the queue.
1. An automated customer service system for establishing a line of communication with a system user and a selected customer service agent according to a selected mode of communication comprising:
a processing device in connection with a communications device wherein the processing device is configured to present a plurality of interactive screen displays to the system user connecting with the processing device using a web browser, the plurality of interactive screen displays including:
an identification screen display configured for the system user to enter identification information;
a communications mode screen display which present a plurality of modes of communication each of which are selectable by the system user in order to establish real time connection with an identified service agent by the selected mode of communication which includes at least one of: audio, video, and data conferencing; and
a call status display which is presentable to the system user who has selected to wait in a queue, wherein the call status display provides wait time information for the system user as well as at least one alternative system user activity which includes at least one of: visiting at least one website and providing call back information which includes the selected mode of communication; and
a call back display configured so that the system user may select from the plurality of modes of communication for a call back as well as a preferred time for the call back; and
said processing device being further configured to store the preferred time for the call back and the selected mode of communication for the call back in memory and to periodically search the memory and automatically schedule the call back with an identified service agent.
2. The system of
3. The system of
4. The system of
5. The system of
6. The system of
7. The system of
8. A method of establishing a line of communication between a system user and a service agent comprising the step of:
presenting an identification screen display to the system user that connects over a communications network using a web browser, said identification screen display being configured for the system user to enter identification information;
upon receipt of the identification information, presenting a communications mode screen display which present a plurality of modes of communication each of which are selectable by the system user in order to establish a real time connection with an identified service agent, wherein the selected modes of communication include at least one of: audio, video, and data conferencing;
detecting selection of one of the modes of communication and automatically determining whether one of the agents is free to receive a communication from the system user, and if one of the service agents is free, establishing a line of communication according to the selected mode of communication;
if one of the service agents is not available, presenting a screen display to the system user indicating that one of the service agents is free and inquiring if the system user wishes a call back or to be placed in a queue;
if the system user selects to be placed in a queue, presenting a call status display which displays at least one of: wait time information for the system user and queue position information for the system user;
if the system user wishes a call back, presenting a call back display configured so that the system user may select a mode of communication for a call back as well as a preferred time for the call back and storing; and
storing in memory the selected call back time and mode of communication and periodically searching the memory to retrieve the stored information and automatically scheduling a call back to the system user using the selected mode of communication.
9. The method of
10. The method of
11. The method of
12. The method of
13. The method of
14. The method of
The present invention relates to a system for facilitating communications between parties using personal computers and, more particularly, to a system which provides for establishing lines of communication over a data network or telephone lines, and provides for establishing lines of communication in a number of different modes, such as audio, video, and/or data.
Many companies and other organizations possess phone systems which direct callers to agents employed by the business. The voice calls can originate from either the Public Switched Telephone Network (PSTN) or the Internet. When calls are placed, the callers are typically queued up in the Customer Premise Equipment (CPE) as in a Private Branch Xchange (PBX) where they hear music or important announcements about the company the callers dialed. An Automatic Call Distributor (ACD), which is part of the CPE, may be programmed to inform callers of their position and the average wait time when the callers enter the queue. However, many systems will not provide updates to the caller with regards to the status of the position or the wait time in the queue thereafter.
An ACD is a software package that runs on a PBX or central office switch. It is programmable via either the Call Management System (CMS) or the touch of the keypad of a telephone set, i.e. a supervisor can issue commands to alter characteristics of splits in the ACD. Agents may log into their assigned splits based on the skills. They manage their own states by using the touchtone pad of the telephone sets.
The supervisor may also have access to the CMS which is an adjunct of the PBX. This adjunct system allows the supervisor to set up a profile of an agent as belonging to a particular split based on the skills of the agent. For example, the supervisor can set up a default profile for an agent to always log into a Spanish-speaking split. The supervisor, using the CMS, can monitor the performance of the ACD in terms of the call volume to the different splits, average time for the splits to answer an incoming call, etc.
It has been recognized that data networks, such as the Internet, are being employed more often for things such as reviewing product information at company websites and for e-commerce. It has further been recognized that network tools such as IP telephony, video conferencing, and real time data interchanges, through such devices such as a white board, may be employed to communicate with potential customers or clients through a company website.
The system described herein provides for the establishment of lines of communication between users of personal computers and representatives of a business or organization. In operation, a system user may try to contact a business or organization through either a data network such as the Internet, or a direct connection over the Public Switched Telephone Network (PSTN) through use of a modem. Through either method, a connection may be established with a network server controlled by the business or organization. The server may include a number of interactive displays which may be presented to the web browser employed by the system user. Included in the displays may be options on establishing a lines of communication.
In one aspect of the invention, lines of communication may be established in an audio mode, a visual mode, and/or a data mode. In the scenario where a system user selects the audio mode, a connection may be established between the system user and an agent through use of IP telephony. A system user may also select a video conferencing function in which a video and audio connection may be established between the system user and agent. Finally, if the system user selects a data connection, communications between the system user and the agent may be facilitated through the use of a white board with which the parties may exchange textual messages.
In another aspect of the invention, the server is connected to a data network, like the Internet, and a system user, through use of a dialup connection to an Internet Service Provider (ISP) and a web browser, may establish a connection with the server. Alternatively, the server may be equipped with a modem and a connection to a PSTN. A system user, with a modem and a phone connection, may then dial up the network server directly.
Once a system user has established a connection, the server may provide a number of interactive screen displays with which a system user may interact to further establish a connection with a representative in a desired mode of communication. One screen display which may be provided is a informational input display in which a system user would input a name and possibly an account number in order for the system to locate personal information about the system user stored in memory. Once accessed, this information can be provided to the representative who will connect with the system user.
As with most customer service systems, there may be times when a representative is not available to whom a connection may be established. For this situation, a queue may be provided in which a system user's connection may be routed until a representative becomes available. In conjunction with being routed to the queue, the system user may be presented with another screen display which provides status information as to the system user's connection. This status information may include the number of other system users in the queue, and an estimated length of wait before a connection may be established with an agent. For situations in which the system user chooses not to wait in order to establish a connection, a screen display may be presented in which the system user may enter information regarding identification and times and numbers for receiving a telephone call from an agent.
In another aspect of the invention, while the system user is in the queue, screen displays may be presented which include hypertext links to designated websites. These links may be to informational websites for the organization or business which the system user is contacting, as well as a number of other sites that may be of interest. The system is configured such that selection of one of the hypertext links does not remove the system user's connection from the queue.
Once an agent is identified to receive the connection, another screen display may be presented to the system user which includes different selections for modes of communication. As described above, these selections may include an audio, video and/or data connection. Once a system selects a particular mode, the system will facilitate the connection.
Before or during a connection with the agent, the system user may also be provided with a screen display which includes relevant information about the agent to whom the connection has or will be established. In particular, this information may include name, telephone number, supervisor's name and number, e-mail address, and any relevant experience.
Upon establishing a connection with an agent, information regarding the system user may be automatically retrieved from a memory and presented to the agent. The agents may be connected to the server over a Local Area Network (LAN), and information regarding the system users may be accessed in the server. In the situation where a video connection will be established, pictures of the system users stored in memory may be accessed and presented to the agent in order to confirm the identity of the party.
In yet another aspect of the invention, the server includes the functionality to distribute the incoming connections of the system users to the agents which are connected to the server through the LAN connection. In general, this functionality includes the ability to route system users to an agent based on compatibility placing the system users in a queue when all of the agents are occupied, routing the connection to agents as they become available, and provide particular personal information for the system users who are being connected. Further functionality which may be incorporated in the server includes the functionality for agents to log on to the system, change their operating status and input information with regard to the type of system users with which they will receive connections for. As an example, an interactive screen display may be provided to agents from the server through which they can change their availability status with regards to the system. Some examples of status changes include when an agent is available to receive calls, an agent is currently unavailable, and an agent is placing an outgoing call to a customer.
Because agents may have particular skill levels with regards to dealing with system users, the routing of incoming connections to agents may be controlled by storing a profile (i.e. split) for a particular agent in the server memory. Based on the information in the split and the personal information relating to the system user retrieved from the server memory, the connection may be routed to an appropriate agent.
A supervisor may have access to a screen display through which changes may be made to the splits with regards to particular agents. Further, screen displays may also be provided through which a supervisor may monitor the identity of system users either currently connected or in the queue.
Disclosed in
The system users, who employ personal computers and like devices, may establish a connection with communications server 18 through at least three different modes. According to one mode of communication, a system user 12 with a personal computer and Web browser software may employ a modem 14 to establish a telephonic connection with Internet Service Provider (ISP) 16. Through the ISP, a connection may be established with data network 10. As is seen in
Another line of communication may be established to the system of
Yet another line of communication may be established through a LAN server with an Internet proxy 13. System users 12 employ personal computers with direct connections to server in order to contact the server 18.
The present system may be employed to establish lines of communication between system users and agents of a business or organization through the use of personal computers. As is well known in the art, many telephone systems now exist today where parties interested in contacting a organization or business may dial up a designated number and a system employed by the organization or business routes the incoming telephone calls to available agents. The present system provides the functionality for the system users who are using a personal computer to establish a connection either over a data network or over the PSTN with an agent.
Once a system user establishes a connection with the communications server, interactive screen displays may be presented to the system user through use of web browser software, and the system user may enter personal information such that further account information may be retrieved from a memory in the server. The communications server may then route the connection along with the personal information to an available agent who has the profile to handle the system user. The system user may be provided choices for selecting a desired mode of communication.
If when a system user establishes a connection and there are no agents available, the connections may be placed in a queue. While in the queue, the system user may be provided with information as to wait time and position in the queue. Once an agent does become available, the connection may then be routed to the identified agent along with the personal information for the system user. The system further provides for allowing system administrators and agents to make status changes with regards to the operations of the system.
Disclosed in
In order to provide the various modes of communication, the communications server includes a number of processing modules 34. Some of the processing modules included provide for either audio, video, or data conferencing with system users. The audio 36, video 38 and data conferencing module 40 incorporates the software known in the art in order to establish these types of connections.
Queue processing module 41 provides for the routing of system user connection to a queue and provides the functions which may be performed in the queue by the system user. The use of the queue will be described in greater detail below. Agent processing module 43 provides for all functions performed by agents in order to make status changes and for supervisors to monitor and manipulate information with regards to the agents. These functions will be also described in greater detail below.
Also in connection with processor 30 are a number of different databases which include information employed by the system. Stored in screen display database 44 are the interactive screen displays which are presented to the system users establishing the connection with the server, as well as the agents with whom the system users are communicating. Included in database 46 is specific information as to the profile, or split of a particular agent. A split includes information relating the types of system users which the particular agent may communicate with. For example, if an agent is proficient in speaking Spanish, when a system user establishes the connection with the communications server, personal information for the system user may note that system user speaks Spanish, and thus the particular agent may provide services for the system user. Included in database 30 is personal, or account, information about the system users who establish a connection with the system. This information, as well as the information in database 46 may be used to populate the screen displays retrieved from database 44.
Customer database 45 contains information relating to the system users who establish a connection with the system. The information contained in this database may include tables which relate account numbers to other profile information with regards to the system user. This information may be things such as purchases made in the past, amounts of money spent, language which the system user wishes to communicate in, as well as any other relevant information which may be of help to an agent.
Another element of the communications server is the LAN interface 42. This interface provides for the connections established between the various personal computers employed by the agents and the communications server.
In operation, a system user may establish a connection with the communications server either through the data network 10 or over the PSTN 15. The web browser incorporated into the system user's computer provides for the system user to establish a connection with the business or organization's web page located on the communications server 18. Through access of this web page, a number of additional functions may be performed.
Disclosed in
After the information is entered, a screen display such as that disclosed in
Another communication mode provided on the interactive display graphic 56 is data conferencing. Upon selection of button 62, the server will establish a data conference between the system user and the designated agent. For this situation, the parties activate software which presents a white board upon which textual messages may be exchanged. Commercial software packages (NetMeeting for example) are also available to perform these functions.
Once a connection has been established to the server and a system user chooses a particular mode of communication, the system connects the system user to an agent, if one is available. However, the situation may exist where no agent is available to receive the communication. In this case, the system user may be provided the option of entering information in a screen display such that the business or organization operating the communications server may contact the system user directly. Disclosed in
Once the call back information is entered in memory it may be periodically searched by the system in order to perform call back functions. The call back functions include searching the stored information for dates the call back should occur, and when relevant dates are located, notifying an available agent who may then initiate the call back.
If the system user chooses to wait for an available agent, the system may then place the connection in a queue where it is held until an appropriate agent becomes available. If the system user chooses to move the connection to the queue, display graphic 64 disclosed in
Once a connection is placed in the queue, the system will provide additional information and dialogue boxes 72 and 74 as to a system users position in the queue and the estimated wait before a connection to an agent may be established. The position may be determined by the number of system users previously connected. The estimated wait may be determined through an algorithm which provides an average call length for the call currently in connection. As an additional feature, the interactive display graphic 64 may include a hypertext link 70 provided by the business or organization controlling the server, which when selected, connects the system user to the organization's or company's home page such that the system user may view information as to products and services. Using the web browser, the system user may move through the various pages provided by the system user without moving out of the queue. Finally, the interactive display graphic 64 may include a banner advertisement transmitted from the communications server using Push technology. While the system user is waiting in the queue, the advertisement may be changed on a periodic basis.
When an agent becomes available, the connection may then be routed to this party. The routing of a call from the queue to an available agent will be done using the domain address of an agent. The domain address of the agents and the supervisors will not be known to the customer unless the agent discloses them voluntarily. Prior to the connection the selected agent may be provided with the identification information about the system user. The system user, in turn, may be provided with a screen display which includes various types of information about the selected agent. This information may include the agent's name, telephone number, supervisor's name and number, e-mail address, and any relevant experience. A connection may then be established between the system user and the agent according to the mode selected by the system user. As was mentioned above, both the system user's computer and the agent's computer include the necessary processing submodules in order to facilitate the chosen mode of communication. Upon completion of the connection, regardless of the mode, the parties may simply press the disconnect button included on the screen display and the connection will be terminated.
Disclosed in
If the system user wishes to leave a message, a screen display is presented through which the system user may enter communications information. This information may include e-mail addresses or telephone number. The system user is then disconnected from the server.
If the system users chooses to wait in the queue, the communications server will move the connection to the queue where the system user will be presented with a screen display which contains information as to position in the queue and the wait time. As described above, a hypertext link may be provided for the system user to connect with other web sites while waiting. At any time while system user is in the queue, the option is available to opt out and enter information for receiving a call back.
Once an available agent is identified either initially or after a wait in the queue, a screen display will be presented to the system user through which a mode of communication may be selected. Once the desired mode is selected, a connection will be established between the system user and the available agent. In conjunction with establishing the connection, the communication server provides the agent with the personal information for the system user which was retrieved from memory. The system user may also be presented with a screen display which includes information about the selected agent. Upon completion of the interchange between the system user and the agent, either party may terminate the session.
The system described herein further includes the functionality to automatically route connections and manage and monitor the performance of the agents. When an agent is ready to begin work and begin receiving connections from system users, a log-in procedure is performed. Once this procedure is performed, the processor, through the agent processing module, may monitor which agents are currently logged in, which agents are available to receive calls, and the profile, or splits of the agents currently connected which is used to route the connections to the appropriate parties. The procedure for assigning calls will be described in greater detail below.
Once an agent logs in, an interactive display graphic such as that disclosed in
If the out-call button 82 is selected, this indicates to the communications server that the agent is currently placing an outgoing call to a customer. This feature may be programmed so that as soon as the connection is terminated and button 80 is not selected, the agent is available to receive additional connections. Finally, if the agent selects log-out button 84, the agent is logged out of the system. Provided on the display graphic is dialogue box 86 which provides notice to the agent, or whoever is viewing the screen, of the current status of the agent logged in.
As described above, each of the agents who log into the system have a split which includes information as to the profile of the agent stored in memory. Included in the profile may be things such as language proficiency, types of system users which may be routed to them, as well as statistics regarding length of call and disposition of call. Disclosed in
An additional feature which may also be included in the invention is a screen display which an agent or supervisor may view in order to identify the party currently in the queue. Such a screen display 100 is disclosed in
The foregoing description of the present invention has been presented for purposes of illustration and description. Furthermore, the description is not intended to limit the invention to the form disclosed herein. Consequently, variations and modifications commensurate with the above teachings, and the skill or knowledge of the relevant are, within the scope of the present invention. The embodiments described hereinabove are further intended to explain best modes known for practicing the invention and to enable others skilled in the art to utilize the invention in such, or other, embodiments and with various modifications required by the particular applications or uses of the present invention. It is intended that the appended claims be construed to include alternative embodiments to the extent permitted by the prior art.
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Referenced by
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Originally written on IT IS HIGH, IT IS FAR, IT IS caught | Last updated 10/9/12
Look, I liked last night's performance of "Crouching Tiger, Hidden Ichiro" as much as anyone, but Ich's best ninja impression had everyone so giddy that no one asked the obvious question: Why the hell was he sent?I understand being aggressive, and I understand there were two outs, but the ball beat him by 20 feet easy. It wasn't even close. There's a line where aggression becomes stupidity. This crossed it.Of course, we all know why Rob Thompson sent him. Because he knew what we all learned while watching the Yankees this season. A Yankee standing on second or third base might as well just jog back to the dugout. Those bases are where Yankee runners go to die. We can't drive them in.But wait, we had our No. 5 hitter coming up! Yeah, Swish was on deck, and how much has he come through with big hits in the postseason? (I love Swish, and I'm rooting for him, more than any other player, to be our post-season hero this year. He'd be 2012's version of Hideki Matsui, getting one last hurr...
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infinity scarf
infinity scarf
We are running low on infinity scarves, but here is a selection of scarves that may interest you also.
Dixie Scarf$44.99-$59.99
Cotton/Modal Scarf$59.50 $39.99
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Textured Knit Scarf$59.50 $49.99
Banana Republic Infinity Scarf
Add a little pop to any mediocre outfit with the pretty infinity scarf collection from Banana Republic. Find colors, designs, and prints to play up and freshen up your style. Get that effortless look when you pair your favorite jeans and a simple white tee with the blue Kelly scarf. Even with such an easy piece, you'll stand out with a personable and warm glow that is polished to perfection. Made of quality silk, the Winnie silk scarf can play up any outfit with chic style. Paired with a pretty and neutral pencil skirt, you'll be getting compliments all day. Complete your wardrobe with the beautiful infinity scarf collection from Banana Republic for every day of the week.


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Node.js the Right Way
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Learn more about Genuine Vintage Watch Box, Black:
Manufacturer: Andrew Philips
Mfg Part#: 4690GL+BLK
Sku: 219337111
See more in Watch Box
|IPS1069: Features: -Quilted leather exterior - top and front.-Smooth leather exterior - back and sides.-Elegant, vintage-look lining.-Holds six watches securely.-Weights: 1 lbs. Construction: -Constructed of genuine leather. Color/Finish: -Decorative brass accent. Dimensions: -Back Imprint Dimensions: 0.13'' H x 3'' W.-Inside Imprint Dimensions: 1.25'' H x 3.25'' W.-Overall Dimensions: 3.5'' H x 11.5'' W x 3'' D.


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View all Fixtures (Halogen)
Track Lighting - Facility Management Product Release
Nora Lighting
website | Company information
Versa Track series MR16 low voltage track heads are compatible with MR16 LED or halogen lamps. Features four models designed for accent lighting. The integral dimmable electronic driver/transformer is rated for 0 to 60 watt loads. Depending on the model, finishes include: black, bronze, natural metal, and white.
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posted: 7/24/2014


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A New Season of Radiolab begins on May 10th: Radiolab is a show about curiosity. Where sound illuminates ideas, and the boundaries blur between science, philosophy, and human experience. Listen on Thursdays at 1 and 7pm.
5/10: Talking to Machines: What can machines tell us about being human? This hour of Radiolab, Jad and Robert meet humans and robots who are trying to connect, and blur the line. We talk to the world's most advanced robot, meet a man who fell in love with a chatbot, and argue with the inventor of Furby over whether a toy can ever really be "alive."