公开(公告)号：EP2895953A4

公开(公告)日：2016-09-14

申请号：EP13836676

申请日：2013-09-12

Applicant: GREENEDEN US HOLDINGS II LLC

Inventor： ZHAKOV VYACHESLAV ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

IPC: G06F9/44 ,  G06F9/50 ,  G06F11/30 ,  G06Q10/06 ,  H04M3/51 ,  H04M3/523

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

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

公开(公告)号：EP3036889A2

公开(公告)日：2016-06-29

申请号：EP14762134.6

申请日：2014-08-21

Applicant: BSJD, LLC

Inventor： GROOM, Stuart ,  DAUTEUIL, Joseph

IPC: H04M3/42

CPC classification number: H04M3/42314 ,  G06F17/30598 ,  G06F17/30864 ,  H04M3/22 ,  H04M3/42161 ,  H04M3/5175 ,  H04M2201/38 ,  H04M2201/54

Abstract: A system and method for mapping a private branch exchange is provided whereby a visual representation of a private branch exchange is graphically displayed. Once the PBX is mapped, a user can then make changes to the connections and other data in the branch exchange and save those changes such that the PBX will then follow the edited structure.

公开(公告)号：EP2895945A4

公开(公告)日：2016-06-15

申请号：EP13836871

申请日：2013-09-12

Applicant: GREENEDEN US HOLDINGS II LLC

Inventor： MAKAGON PETR ,  SAYKO VYACHESLAV ,  CHUYESHOV GENNADIY ,  ZHAKOV VYACHESLAV

IPC: G06F3/048 ,  G06F3/14 ,  G06Q10/06 ,  H04M3/51 ,  H04M3/523

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

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

公开(公告)号：EP2820834A4

公开(公告)日：2016-03-02

申请号：EP13754894

申请日：2013-02-28

Applicant: TELETECH HOLDINGS INC

Inventor： TUCHMAN KENNETH D ,  SHARPE BRUCE A ,  TRUONG HENRY D ,  BLATHERWICK DAVID

IPC: H04M3/523 ,  H04M3/51

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

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

公开(公告)号：EP2656599A1

公开(公告)日：2013-10-30

申请号：EP10861014.8

申请日：2010-12-20

Applicant: Shanghai Chule (Cootek) Information Technology Co., Ltd.

Inventor： WANG, Jialiang ,  ZHANG, Kan ,  ZHAO, Yang ,  XIE, Haichao

IPC: H04M3/42

CPC classification number: H04M3/4931 ,  H04M1/274508 ,  H04M1/27455 ,  H04M1/274558 ,  H04M1/274583 ,  H04M3/44 ,  H04M2201/54 ,  H04M2242/15 ,  H04M2242/22 ,  H04M2250/60 ,  H04M2250/70 ,  H04W4/022 ,  H04W4/023 ,  H04W4/16

Abstract: Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

公开(公告)号：EP2091221A1

公开(公告)日：2009-08-19

申请号：EP09001868.0

申请日：2009-02-11

Applicant: Vertico software GmbH

Inventor： Buzin, Florian ,  Mauve, Barbara

IPC: H04M3/42

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

Abstract: Bekannte Telefonanlagen umfassen meist lediglich die erforderliche Funktionalität, um Kommunikationsverbindungen zwischen den Teilnehmern herzustellen. Es ist auch bekannt, solche Telefonanlagen für den Benutzer programmierbar zu gestalten und dadurch Sonderfunktionen und Anpassungen zu ermöglichen. Die Programmierung soll durch die Erfindung vereinfacht und um weitere Möglichkeiten erweitert werden.
Hierzu wird eine Benutzerschnittstelle zur einfachen Programmierung von Funktionen und Modulen nach dem Baukastenprinzip vorgesehen, mit deren Hilfe unterschiedlichste Endgeräte über das Telefon als Steuergerät steuerbar sind.
Steuerung von Endgeräten über eine Telefonanlage.

Abstract translation: 系统（10）具有用于产生与终端的数据连接的开放接口，例如 电话。 管理设备管理终端，并且由用户界面（11）编程，例如， web界面，其允许创建用于控制终端的功能和/或模块（24）。 用户界面允许对由现成的功能组件组成的功能和/或模块的自由编程。 终端由用户使用与管理设备连接的电话由管理设备控制。

公开(公告)号：EP1955244A2

公开(公告)日：2008-08-13

申请号：EP06849899.7

申请日：2006-11-21

Applicant: Teletech Holdings Inc.

Inventor： SEABAUGH, Aaron, W. ,  JAMES, Brian, R. ,  JARES, Joaquin ,  ROSALIN, Martin, H.

IPC: G06F19/00

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

Abstract: A system and method for the rapid visual web-based development of web-based customer service applications [122] which render rich graphical user interfaces [120] emulating the controls common to traditional desktop applications is disclosed. The rich user interface applications [120] are comprised of scripting languages built with standard browser-based protocols and thus do not require the installation of any additional client-side or proprietary software applications. Not only is the user able to work on a rich user interface web application [120], but this application then allows the user to create, or develop, another web-based rich-thin-client application using visual programming tools.

公开(公告)号：EP1814293A1

公开(公告)日：2007-08-01

申请号：EP07250280.0

申请日：2007-01-24

Applicant: VoxSurf Limited

Inventor： Keiller, Robert Alexander ,  Green, David ,  McLean, Alistair William

IPC: H04M3/493 ,  G10L21/00

CPC classification number: H04M3/4938 ,  G10L15/22 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355

Abstract: A voicemail system comprising a user interface that presents audio outputs to a user and receives inputs from the user, and a computer system comprising code arranged to generate the audio outputs and to respond to the inputs from the user. The voicemail system also comprises a model generator arranged to analyse the code and/or precursor code to that code to provide a representation of a graph representing various paths of execution through the code, and a configuration tool to allow the operation of the voicemail system to be changed.

Abstract translation: 一种语音邮件系统，包括向用户呈现音频输出并从用户接收输入的用户界面，以及计算机系统，其包括被配置为产生音频输出并响应来自用户的输入的代码。 语音邮件系统还包括一个模型发生器，其被安排成分析该代码的代码和/或前身码，以便通过代码提供表示各种执行路径的图形的表示，以及允许语音邮件系统的操作的配置工具 改变。

公开(公告)号：EP1123618B1

公开(公告)日：2004-10-13

申请号：EP99955114.6

申请日：1999-10-20

Applicant: Dugan, Andrew ,  Holmes, Allen ,  Robb, Terrence ,  Wong, Wendy ,  Fischer, Kenneth ,  Syed, Sami ,  Deo, Ajay

Inventor： Dugan, Andrew ,  Holmes, Allen ,  Robb, Terrence ,  Wong, Wendy ,  Fischer, Kenneth ,  Syed, Sami ,  Deo, Ajay

IPC: H04M3/42 ,  H04Q3/00

CPC classification number: H04M15/90 ,  H04M3/42144 ,  H04M15/00 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029

Abstract: A telecommunications switching network or Intelligent Network Architecture (170) includes a novel central administration (500) and Resource Complex (180) for administering and tracking service resources to a plurality of nodes (204) capable of telecommunications service processing.

Abstract translation: 电信交换网络或智能网络架构（170）包括用于管理和跟踪能够进行电信服务处理的多个节点（204）的服务资源的新型中央管理（500）和资源组合（180）。

公开(公告)号：EP1098501A3

公开(公告)日：2004-02-25

申请号：EP00122383.3

申请日：2000-10-25

Applicant: Persay Inc., c/o Corporation Service Company

Inventor： Peres, Renana ,  Shimoni, Guy

IPC: H04M3/42 ,  H04M3/38 ,  H04M3/493 ,  G10L17/00

CPC classification number: H04M3/382 ,  G10L17/00 ,  H04M7/006 ,  H04M2201/40 ,  H04M2201/54

Abstract: An application programming interface (API) for enabling a calling application to instruct a speech processing system to perform operations including online audio acquisition and algorithmic speech processing operations includes acquisition interface means for enabling the calling application to instruct the speech processing system to acquire online audio from an external communication channel, and processing interface means for enabling the calling application to instruct the speech processing system to perform at least one of the algorithmic speech processing operations on said acquired audio. The acquisition interface means and the processing interface means include object-oriented classes. The external communication channel is selected from a group including a particular time slot of a telephone trunk, a particular telephone extension and an audio file of a remote audio storage.