CN1350744A - Audio and data collaboration and coordination system - Google Patents

Audio and data collaboration and coordination system Download PDF

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Publication number
CN1350744A
CN1350744A CN00807622.7A CN00807622A CN1350744A CN 1350744 A CN1350744 A CN 1350744A CN 00807622 A CN00807622 A CN 00807622A CN 1350744 A CN1350744 A CN 1350744A
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CN
China
Prior art keywords
data
surfer
call
sign
associating
Prior art date
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Pending
Application number
CN00807622.7A
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Chinese (zh)
Inventor
J·福克斯
Y·赫茨佐格
D·科尔曼
O·凯泽
S·吉安
Y·拉扎罗维克
O·亨德勒
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Vocaltec Communications Ltd
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Vocaltec Communications Ltd
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Publication date
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Publication of CN1350744A publication Critical patent/CN1350744A/en
Pending legal-status Critical Current

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • General Engineering & Computer Science (AREA)
  • Computer Security & Cryptography (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

There is disclosed systems and methods for coordinating IP audio calls with data collaboration sessions, including voice and data, over a network, such as the Internet (24). This is accomplished by providing an identifying data field to accompany the audio call on its journey from caller (sender or client, 20) to intended recipient (receiver or agent, 22a, 22c), this identifying data field also being employed as an identifier of the corresponding data collaboration, between the caller, and the intended recipient, allowing for the parallel and coordinated transmission of voice and data over separate communication channels.

Description

Audio frequency and collaboration data and coherent system
The cross reference of related application
The priority that No. the 60/124369th, present patent application requirement U.S. Provisional Patent Application is also associated, and the exercise question of this patent application is: the call center system of startup, to submit on March 15th, 1999, and this U.S. Provisional Patent Application is incorporated herein for your guidance.
Invention field
The present invention relates to speech on Internet protocol (IP) network and data and use, particularly relate on the system and method that audio call and collaboration data session are coordinated such as the network of internet.
Background of invention
The internet occurs as the effective ways that quicken transaction, and for increasing user provides service, the number of users expectation will be above 4,700 ten thousand people at the beginning of 2000.Along with the growth of number of users, brought ecommerce or " e-commerce ", typically comprised the growth of the Transaction Processing of commodity and service sales.Thousands of transaction has changed ecommerce into, has realized contacting the considerable profit that the Internet user creates by service, advertisement, production marketing and sales promotion based on the World Wide Web (WWW).
In a typical electronic commercial affairs example, audio call is undertaken by the internet between a client and agency.This audio call arrives IP gateway via PSTN usually, then is sent to agency's PSTN PBX.The legacy protocol that is associated with this PSTN technology is limited, like this, even if may, any relevant transfer of data also is limited.
Summary of the invention
The present invention is by being provided for coordinating by having improved prior art as the IP audio call of the network of internet and the system and method for collaboration data session, and this collaboration session comprises speech and data.This is by providing an identification data territory to follow this audio call to realize by caller (sender or client) in intended recipinent (recipient or agency's) whole process, this identification data territory also is used as the sign of corresponding collaboration data between caller and the intended recipinent, and permission walks abreast by the communication channel of separating and transmits speech and data in phase.
Embodiments of the invention are at the call center system that allows the collaboration data session, for example be used between a sender (client typically) and a recipient (agency that the World Wide Web (WWW) enables typically), carrying out the call center that the World Wide Web (WWW) of audio frequency and collaboration data session enables, this system be included in following place everywhere at least one first the associating surfer (cosurfur) sign be the device of ANI (ANI), that is: be placed on the audio call that is used for being placed at least one sender at least one audio-frequency assembly, and be placed on the data call that is used for being placed at least one sender at least one collaboration data assembly.
This system also comprises at least one collaboration data server, this server is configured to: receive first data corresponding to the audio call from least one sender at least one recipient, these first data comprise at least this first associating surfer sign from this at least one sender, and from this at least one recipient's the second associating surfer sign, this first associating surfer sign is different from this second associating surfer sign; Receive second data, these data comprise the first associating surfer sign from least one sender's data call; Receive the 3rd data, these data comprise the second associating surfer sign from least one recipient's data call; And handle this first, second and the 3rd data, connecting the data call between this at least one sender and at least one recipient, the audio call between the identical participant of the data call between this at least one sender and at least one recipient with these be walk abreast and coordinate with it.
Embodiments of the invention are used for carrying out audio call and collaboration data session by wide area network such as internet between a sender (being typically a client) and a recipient (being typically the agency that a World Wide Web (WWW) enables) also at certain methods.These embodiment typically comprise and offer at least one audio-frequency assembly of sender and at least one collaboration data assembly, offer one first associating of sender surfer sign, an i.e. ANI (ANI), and this first associating surfer sign copied at least one audio-frequency assembly and at least one data package of at least one sender.
This sender then sends this first associating surfer sign by this at least one audio-frequency assembly, and it and one second associating surfer sign combine, this second associating surfer sign is different from this first associating surfer sign, and according to the audio call between this at least one sender and at least one intended recipinent, it comes from least one intended recipinent.Call out according to data, this first associating surfer sign then is sent at least one server by the collaboration data assembly.Then couple together from this data call of sender, sent the result that this second associating surfer is identified at least one server as the recipient with data call from least one intended recipinent.Cause like this audio call between the identical participant of the data call between at least one sender and at least one intended recipinent with these be walk abreast and with its coordination.
The accompanying drawing summary
Now at accompanying drawing, the corresponding or similar assembly of wherein similar reference number or character representation.In these figure:
Fig. 1 is used for the embodiments of the invention block diagram that the typical case uses; And
Fig. 2 is a useful procedure flow chart of realizing the embodiment of the invention.
Accompanying drawing describes in detail
The present invention during Fig. 1 represents to use (typically is called as and receives or the recipient) this side of 22a-22c from client's (typically being called as caller or sender) 20 these sides to the agency.Client's side and act on behalf of side and couple together via a wide area network (WAN) (normally the internet 24).
From client's one side, client 20 has a multimedia PC 30 (for example, having by Intel company, Santa Clara, the CPU of the Pentium series (Pentium ) that California 95052 produces) who has speech and data capability.This multimedia PC 30 adopts as Windows  NT  (by Microsoft, Redmond,, Washington 98052 productions) etc. operating system, and suitable modulator-demodulator is housed or other hardware inserts wide area network (WAN), refer to internet 24 here.This PC 30 is furnished with display 31, software as explorer also has been installed, typical suitable browser used herein comprises that Microsoft  Internet Explorer  is (by Microsoft, Redmond, WA production), Netscape Navigator  and Netscape  Communicator Θ, the back both by the Netscape communication common carrier, MountainView, California 94043 produces.
In agency's one side, be the World Wide Web (WWW) enable act on behalf of 22a-22c.Although represented 3 agencies, this only is as demonstration, admits of arbitrary number (one or mores') agency according to the present invention.These are acted on behalf of 22a-22c and are equipped with the multimedia PC 32 with speech and data capability usually, wherein also comprise browser, and this is consistent with those top detailed descriptions.Each is acted on behalf of 22a-22c and uses general (common old-fashioned phone) phone to be used for audio frequency, normally speech.The PC that acts on behalf of 22a-22c has the connection of (referring to be used for the internet 24 of data here) to WAN, and is connected to the private branch exchange (PBX) 36 that is used for speech.
PBX system 36 keeps 38 by a pass usually and is connected to internet 24.For example, it can be that Herzlia 46733 by Israel VocalTec communication Co., Ltd that a pass keeps 38, and the VocalTec  Gatekeeper  of production keeps not necessarily although close.
Have one to call out Dispatching Unit (ACD) 40 automatically in PBX 36 inside, its function resembles a switch, is used for voice call is routed to the selected 22a-22c that acts on behalf of, and selected agency is first available agent normally.For example, an ACD who is fit to use with this system is by U.S. Lucent Technologies Inc., Murray Hill, the DEFINITY G3ACD that New Jersey is produced.
PBX is connected to telephony server (T-server) 42, and this server is configured to a PBX phone data and is converted to Internet protocol (IP) data.For example, the suitable T-server that is used for this system can be by U.S. Lucent Technologies Inc., Murray Hill, the PacketStar that New Jersey is produced TMThe Internet telephony server.
T-server 42 is connected to collaboration data (DC) server 44, DC server and then be connected to internet 24 again.Typically, DC server 44 comprises a computer telephone integration that is put together with it (CTI) driver 45.This DC server provides client (client) to go into calling, telephony gateway terminal and call center's equipment, as the interface between ACD/ switch and the internet 24.For example, DC server and CTI driver can use VocalTec  Surf ﹠amp; CallTM server (by Israel VocalTec communication common carrier, Herzelia produces).
Be expressed as 50,52 server 1 and 2 in the drawings and be connected to internet 24.These servers 50,52nd, various examples that are connected to the server in the internet.
A server (typically the DC server 44, are different from other servers 1 (50)) for example accommodates a Web site that comprises downloadable software.This software is configured to allow to place simultaneously, common audio frequency and data call with form of voice between client and the agency.
A demo disk demo software bag that is applicable to the audio call assembly that carries out audio frequency (speech) calling is Surf ﹠amp; Call Center TM(the Israel VocalTec Co., Ltd that communicates by letter, Herzlia produces), it has by Israel VocalTec communication Co., Ltd, the Surf ﹠amp that Herzlia produces; Call  software, this software are one can embed plug-in unit, can start the call-center application of World Wide Web (WWW) to phone from a standard webpage.Data call can carry out via collaboration data (DC) assembly, and typically this assembly adopts the code in JavaScript or the applet to write, and typically also is like this in DC server 44.For example, a software kit with suitable DC assembly is VocalTec  Cosurfer DC assembly (by Israel VocalTec communication Co., Ltd, Herzlia produces), and it is Surf ﹠amp typically; Call Center TMA part, this has a detailed description in the above.
DC server 44 or other server 50 also comprise other JavaScript code and are used to handle automatic number identification (ANI), will describe in detail below.In case audio call assembly 60 and DC assembly 61 download on client's the PC, they just can appear at for example on the display 31 (JavaScript or applet code do not show).
Audio call assembly, data call assembly, JavaScript code and/or wherein certain part can be positioned on the different servers, and are not limited to the server of any specific.And these assemblies and part wherein can be on the storage medium as disk, CD etc., also can some part on the server and some part on storage medium.
Another server can be used as the ANI generator as server 2 (52), and this discusses below.
Narrate implementation procedure of the present invention now.User or client 20 (its browser is opened) have downloaded software, are used for acting on behalf of each speech and data channel arrangement speech and data call simultaneously between the 22a-22c along client 20 and each.Here, for example client 20 has adopted Surf ﹠amp; Call Center TMBe used to aid in client 20 and act on behalf of and carry out audio frequency IP between the 22a-22c and call out this Surf ﹠amp; Call Center TMHas Surf ﹠amp; Call  software, i.e. embedded plug-in unit, this describes in detail in the above.Although show Surf ﹠amp; Call  software, but other appropriate software of this application can be those to be had from Web-browser and carries out Internet protocol (IP) telephone call capabilities and have the software that sends the ANI ability along audio call, and the audio call here is consistent with the existing telephone of standard.
Typically by the mode of download, client 20 has also obtained associating surfer's collaboration data (DC) assembly, as VocalTec  Cosurfer DC Component TM(the Israel VocalTec Co., Ltd that communicates by letter Herzlia), is used for assisting with the JavaScript code data call of DC server 44.The function of JavaScript code is that ANI is distributed in audio call assembly 60 and the collaboration data assembly 61, and the audio call assembly is Surf ﹠amp here; Call  software, two assemblies 60 and 61 parts as client's display 31 occur.
Turn to Fig. 2 now, when automatic number identification (ANI) for example produced with JavaScript or Java applet on client 20 browser, this process continued.Also can enough codes to ANI of server requests, with keep ANI, request serial number, generation random number, by producing number or the like in the database.It is unique that the ANI that produces only needs each client, and any thus two clients do not have identical ANI at synchronization.
The unique identification of audio frequency real time coordination, the client and data call between the agency that this ANI conduct and selected World Wide Web (WWW) enable.ANI is client 20 an associating surfer sign, to telephone system (promptly in audio call) and DC server 44 (promptly in data call) sign client 20.Typically ANI is used as data field, transmits by audio frequency separately and the data call of being set up by client 20.
ANI is one 15 a numeral, this point is with E.164 consistent, E.164 be the standard of telephone numbering, have detailed description in the standard " Numbering Plan For The ISDNEra; Recommendation is (numbering plan in ISDN epoch; proposed standard E.164) E.164 " of CCITT (1991), this document here is incorporated herein by reference.According to the number of standard E.164 its preceding 3 corresponding to country code, remaining 12 as domestic efficient coding.
Here, beginning 3 bit digital as ANI when distributing ANI with the same mechanism that produces ANI or by other mechanism (as adopting a constant value) are configured.In step 102, the simulation of these 3 bit digital that begin is according to the country code of standard E.164, but will use the code of not distributing to any country in standard E.164.In step 104, can generate remaining 12 bit digital at random, can the random number generator by on client's PC 30 generate, perhaps generate by a server such as server 2 (52), also can adopt to be different from method recited above and to carry out by internet 24.These numerals then are brought together in step 106, form ANI.
In step 108, ANI typically is stored in client's the disk (in client PC 30) with the form of browser cooky (Cookie).ANI is stored by the mode of JavaScript code for example., when the client needs ANI next time, it is directly taken out from cookie, and need not produce, by ANI being stored among the cookie as what describe in detail in front by the method that random number generates.
Then in step 110, this JavaScript code is provided with ANI by duplicating ANI and its copy being placed in the audio call assembly.The audio call assembly is Surf ﹠amp; Call  assembly (in 60 parts of the screen of customer monitor 31); And in step 111, be provided with another copy of ANI in the data call assembly, the data call assembly is associating surfer collaboration data assembly Applet (in 61 parts of the screen of customer monitor 31) here.These two steps, step 110 and 111 same periods and/or executed in parallel are preferably carried out simultaneously.In addition, in step 110a, ANI is placed in the data field of phone standard for calling party's telephone number distribution, and the calling party is client 20.
By the ANI in audio call and the data call assembly, in step 114, audio call is activated.Here, audio call starts follows H.323 agreement, and this agreement is Surf ﹠amp; Agreement in the Call  software.Especially, by Surf ﹠amp; It is by a Surf ﹠amp that the audio call that the audio-frequency assembly of Call  software carries out starts; Call  button or icon 62 (Fig. 1) carry out, and this button or icon appear on the screen 31 form of automatic ejection (for example with) and can be by " click " (pushing) such as mouses.In addition, as Surf ﹠amp; Call Center TMWhen being used to provide audio-frequency assembly 60 and DC assembly 61, Surf ﹠amp; " click " of Call  button or icon 62 or push and can start the DC assembly 61 of attempting to be connected to DC server 44 called out by client's 20 log-on datas in step 115 like this.
With regard to audio call, in step 116, ANI keeps (GK) 38 with audio call via the pass, so that be connected to the ACD 40 among the PBX 36.In step 116a, if not with PBX 36 in ACD 40 set up and be connected, then this process stops, up to being restarted by client 20.In optional step 116a ', audio call starts (step 114 is carried out once more) once more.In step 116b, in case have and being connected of the ACD 40 of PBX 36, then this is a beginning call event, because ANI is sent to this ACD 40 (its corresponding data are sent to DC server 44 at last, and these describe in detail below) with calling out in step 118.
With regard to data call, associating surfer's collaboration data (DC) assembly (applet typically) PC 30 the client in step 115a is connected to DC server 44, and this connection typically realizes by TCP/IP socket link.This connection makes client 20 be established to the data call of DC server 44, and wherein ANI and associating surfing data comprise the uniform resource locator of for example sharing (URL), together are sent to DC server 44.Perhaps, the DC assembly can comprise programmable software, so that the beginning call event also can start (beginning) above-mentioned data call.
The setting up procedure of these two callings, step 114 and 115 should be carried out approaching in time and concurrently, preferably carries out simultaneously.This can be by programming to realize at the time of expectation startup audio frequency and data call separately to audio frequency and DC assembly.
Be arranged in ACD 40 in case have the audio call of ANI, then this audio call will be routed to the agency there that the World Wide Web (WWW) enables, and here the agency is one among the 22a-22c.This ANI also is present among the PBX 36 with the telephone number (extension) of acting on behalf of 22a-22c and together is sent in the T-server 42, wherein its changed into can be by the form of CTI driver 45 identification, so that ANI and agency's phone (extension set) number can be sent in the CTI driver of DC server 44.Phone (extension set) number of acting on behalf of 22a-22c is usually as agency's associating surfer sign, and audio call that is used to act on behalf of and agency's data call are as what describe in detail below.
This CTI driver 45 is programmed ANI being designated the sign of a data collaboration session, rather than by the country code of standard (above-mentioned) E.164.The CTI driver then is sent to ANI in the DC server 44, and the telephone number that also has participant with ANI transmits refers to the concrete 22a-22c that acts on behalf of here, and promptly audio frequency (speech) is called out the agency who is connected.
In agency's one side, the corresponding to associating of collaboration data (DC) assembly surfer's collaboration data (DC) assembly common and client 20 has been downloaded in each browser of acting on behalf of 22a-22c.And, concrete act on behalf of the associating surfer that 22a-22c transmitted him and be identified in the DC server 44, this is identified at is his phone (extension set) number here, can be corresponding to the sign that also is used as its computer, described transmission can manually send this sign by data call, perhaps sends it by a traditional program on internet 24.As the result who sends its associating surfer sign, each agency is connected in the DC server 44 via its associating surfer DC assembly usually.
Now, DC server 44 has been received corresponding to acting on behalf of the data of the ANI of the audio call that is connected between the 22a-22c and agency's phone (extension set) number client 20 with certain at present.In step 115a, DC server 44 has also been received ANI from client's data call, and has also received agency's associating surfer sign, i.e. agency's extension number here, as mentioned above.The ANI data of client's audio-frequency assembly and customer data cooperation assembly can be mated by traditional comparison program, and phone (extension set) number data (telephone number) of acting on behalf of the audio-frequency assembly of 22a-22c also can be mated with the telephone number data of this agency's collaboration data assembly.Traditional adapting software then is complementary the ANI data (ANI) that are associated with client's collaboration data assembly with phone (extension set) number data (telephone number) that agency's collaboration data assembly is associated.After this coupling is finished, DC server 44 is carried out a standardization program client 20 with wherein certain is acted on behalf of 22a-22c and couples together, permission is acted on behalf of in client 20 and certain and is transmitted data between the 22a-22c, causes finishing by what the client enabled to certain World Wide Web (WWW) via internet 24 acting on behalf of data call the 22a-22c.
This has just produced the collaboration data session on parallel speech and data channel, wherein the agency that enables of client 20 and World Wide Web (WWW) (22a-22c one of them) participates in the Speech Communication via audio call (passing through voice-grade channel), and the viewer is also coordinated to see same website and/or webpage by data call (on data channel).This collaboration data session allows to talk in conjunction with speech in real time and share www document.In addition, the collaboration data session can comprise the guiding Web browsing, one of them agency can guide client's to a webpage, this realizes by the form operation that transmits a uniform resource locator (URL), connects typically, wherein call center agent assists the client to fill up a form in real time, carries out the text chat that client and agency can the real-time exchange text message and realizes other similar functions.
Perhaps, the present invention can adopt an event handler, this device is in the PCT patent application of having transferred the possession of jointly: have a detailed description in " AN IMPROVED AUDIO AND DATACOLABORATION AND COORDINATION SYSTEM (a kind of improved audio frequency and collaboration data and coherent system) ", this application is being submitted on the same day and here is being incorporated herein by reference, and event handler is as the part as top shown in Figure 1 and described system.This event handler typically is arranged in DC server 44.Its function is to connect when not existing at client's 20 sides or the browser of acting on behalf of the 22a-22c side, and the associating surfer between maintain customer and the agency connects.
Method and apparatus disclosed herein is described with reference to obtaining by the demonstration to particular hardware and/or software.This method and apparatus is set forth in abundant mode, make those of ordinary skill in the art can easily adopt the hardware and software that can get on other markets that need to reduce any embodiment of the invention assembly, so that do not need excessive test and can adopt traditional technology to put into practice.
Though the preferred embodiments of the present invention are described, make those skilled in the art can realize the present invention, purpose described above only is a demonstration.It should not be used to limit the scope of the invention, and scope of the present invention should be by determining with reference to following claim.

Claims (9)

1, the call center system that enables of a kind of World Wide Web (WWW) comprises:
At the following device of placing at least one first associating surfer sign everywhere, promptly be placed on an audio call that is used for being placed at least one sender at least one audio-frequency assembly, and be placed on the data call that is used for being placed on described at least one sender at least one collaboration data assembly;
At least one collaboration data server, this server is configured to:
Reception is corresponding to first data of the described audio call from least one sender to described at least one recipient, described first data comprise the described at least first associating surfer sign and unite surfer's sign from described at least one recipient's second, and the described first associating surfer sign is different from the described second associating surfer and identifies;
Receive second data, these data comprise the described first associating surfer sign, and this sign comes from described at least one sender's described data call;
Receive the 3rd data, these data comprise the described second associating surfer sign, and this sign comes from described at least one recipient's data call; And
Handle described first, second and the 3rd data, connecting one, be parallel to described audio call between described at least one sender and described at least one recipient at the described data call between described at least one sender and described at least one recipient by the data call of described at least one sender at least one recipient.
2, system as claimed in claim 1, wherein said addressing server is configured in addition:
In case described first associating surfer sign and the described second associating surfer sign are mated, and then finish data call between described addressing server and described recipient.
3, system as claimed in claim 1 comprises the device that produces an ANI (ANI) in addition, and described ANI has defined the described first associating surfer sign.
4, system as claimed in claim 3, the wherein said device that is used to produce an ANI comprises first device of the simulation country code that is used to produce beginning 3 bit digital and second device that is used to produce second group of 12 random number.
5, a kind of being used for comprises by the method that a wide area network carries out the collaboration data session:
Provide at least one audio-frequency assembly and at least one collaboration data assembly to a sender;
For at least one sender provides one first associating surfer sign;
The described first associating surfer sign is copied in described at least one audio-frequency assembly and described at least one data package;
According to the audio call of described at least one sender between at least one intended recipinent, send the described first associating surfer sign and unite surfer's sign from second of intended recipinent by described at least one audio-frequency assembly, the described second associating surfer sign is different from the described first associating surfer and identifies;
Call out according to data, the described first associating surfer sign is sent to described at least one server by described collaboration data assembly;
After described intended recipinent sends to described at least one server to the described second associating surfer sign, coupling together, be parallel to described audio call between described at least one sender and described at least one intended recipinent at least a portion of the described data call between described sender and described at least one intended recipinent like this from described at least one sender's described data call and data call from described at least one intended recipinent.
6, method as claimed in claim 5 comprises in addition:
At least one server is provided, and described at least one server comprises a data collaboration server.
7, method as claimed in claim 5, the wherein said step that provides one first associating surfer to identify at least one sender comprises a generation ANI (ANI).
8, method as claimed in claim 7, the step of the described ANI of wherein said generation comprise one 15 bit digital of generation.
9, method as claimed in claim 8, the step of one 15 bit digital of wherein said generation comprises:
Produce beginning 3 bit digital, simulation is according to the country code of phone standard E.164; And
After described 3 bit digital, produce second group of 12 bit digital.
CN00807622.7A 1999-03-15 2000-03-15 Audio and data collaboration and coordination system Pending CN1350744A (en)

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US60/124,369 1999-03-15

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