公开(公告)号：WO2007123810A2

公开(公告)日：2007-11-01

申请号：PCT/US2007/008319

申请日：2007-04-04

Applicant: CISCO TECHNOLOGY, INC. ,  KHOURI, Joseph ,  PATEL, Labhesh ,  JAIN, Mukul ,  KUMAR, Sanjeev ,  SHAFFER, Shmuel

Inventor： KHOURI, Joseph ,  PATEL, Labhesh ,  JAIN, Mukul ,  KUMAR, Sanjeev ,  SHAFFER, Shmuel

IPC: H04M1/64

CPC classification number: H04M3/53383 ,  H04M2203/303 ,  H04M2203/4554

Abstract: In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.

Abstract translation: 在一个实施例中，提供了使用电话用户界面来操纵语音消息的技术。 电话用户界面通过语音模式从电话设备接收标记开始段命令。 标记开始段命令指示语音消息中的语音消息段的起始点。 电话用户界面然后通过语音模式从电话设备接收标记结束段命令。 标记段命令指示语音消息中语音消息段的终点。 接收到来自电话设备的动作命令，并且执行基于语音消息段的动作命令的动作。 语音消息段是基于语音消息段的所指示的开始点和语音消息中语音消息段的所指示的终点确定的语音消息的一部分。

公开(公告)号：WO2007008613A2

公开(公告)日：2007-01-18

申请号：PCT/US2006/026400

申请日：2006-07-06

Applicant: CISCO TECHNOLOGY, INC ,  LEE, Johnny ,  PATEL, Labhesh ,  LEE, David ,  JABBOUR, Fadi

Inventor： LEE, Johnny ,  PATEL, Labhesh ,  LEE, David ,  JABBOUR, Fadi

IPC: G06F9/46

CPC classification number: G06Q10/109 ,  G06Q10/02 ,  G06Q10/025 ,  G06Q10/06311

Abstract: A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.

Abstract translation: 在第一个设备上接收列出共享任务的模板。 该模板还与多个其他设备并行分布。 当接收到指示已经执行了动作的信息时，在第一设备和其他设备处更新模板以指示已经执行了动作。

公开(公告)号：WO2006127403A1

公开(公告)日：2006-11-30

申请号：PCT/US2006/019291

申请日：2006-05-18

Applicant: CISCO TECHNOLOGY, INC. ,  EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

Inventor： EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/552

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract translation: 用于在联络中心处为呼叫者提供服务的系统和方法包括处理器子系统和包括可由处理器子系统执行的代码的一个或多个模块。 执行调用自动呼叫分配器（ACD）协作应用程序的代码，其向呼叫者提供列出呼叫者与之交互的每个代理的视觉或听觉呼叫会话历史。 ACD协作应用程序还向呼叫者提供请求返回到呼叫会话历史中列出的先前代理的选项。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

公开(公告)号：WO2009006173A3

公开(公告)日：2009-01-08

申请号：PCT/US2008/068267

申请日：2008-06-26

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  JAIN, Mukul ,  PATEL, Labhesh ,  KUMAR, Sanjeev

Inventor： SHAFFER, Shmuel ,  JAIN, Mukul ,  PATEL, Labhesh ,  KUMAR, Sanjeev

IPC: H04M1/725

Abstract: In one embodiment, a method includes electronically detecting a gesture (12, 13) of a user (10) listening to a speaker (39) via a communication device (11), and generating an audible and/or visual response that corresponds to the gesture (12, 13). The audible and/or visual response is then communicated to the speaker.

公开(公告)号：WO2007108940A2

公开(公告)日：2007-09-27

申请号：PCT/US2007/005830

申请日：2007-03-07

Applicant: CISCO TECHNOLOGY, INC. ,  JAIN, Mukul ,  SHAFFER, Shmuel ,  CABALLERO-MCCANN, Denise ,  PATEL, Labhesh

Inventor： JAIN, Mukul ,  SHAFFER, Shmuel ,  CABALLERO-MCCANN, Denise ,  PATEL, Labhesh

IPC: H04Q7/20

CPC classification number: H04L29/06027 ,  H04L65/1096 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/42374 ,  H04M3/424 ,  H04M3/48 ,  H04M2203/1008

Abstract: A system and method for enabling an enhanced camp-on feature for a communications device. In an illustrative embodiment, the system includes a first mechanism for providing information pertaining to why a first user of a first communications device is unable to be contacted. A second mechanism enables a second user of a second communications device to make a camp-on selection based on the information. In a more specific embodiment, the information includes state information pertaining to the first communications device. The first means includes a fist module running on the first communications device. The first module is adapted to selectively relay the state information to an entity connected to the network. In the specific embodiment, the entity connected to the network includes Private Branch eXchange (PBX) system.

Abstract translation: 一种用于启用用于通信设备的增强的驻留特征的系统和方法。 在说明性实施例中，系统包括用于提供关于为什么第一通信设备的第一用户不能被联系的信息的第一机制。 第二机制使得第二通信设备的第二用户能够基于该信息进行驻留选择。 在更具体的实施例中，信息包括属于第一通信设备的状态信息。 第一装置包括在第一通信设备上运行的第一模块。 第一模块适于将状态信息选择性地中继到连接到网络的实体。 在具体实施例中，连接到网络的实体包括专用分支交换（PBX）系统。

公开(公告)号：WO2007106152A2

公开(公告)日：2007-09-20

申请号：PCT/US2006/044594

申请日：2006-11-17

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F.

Inventor： PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F.

IPC: H04M11/00

CPC classification number: H04M3/16 ,  H04M3/5322 ,  H04M3/53333 ,  H04M2203/4536 ,  H04M2207/18

Abstract: A unified messaging system includes a unit to store a message operable to store a message sent to a user, the message having a selectable security attribute set to a one of a plurality of levels. A module associated with the unit operates to secure a voice channel used by the user to listen to the message when the selectable security level is set to a high level indicating encryption. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract translation: 统一消息收发系统包括存储可操作以存储发送给用户的消息的消息的单元，所述消息具有被设置为多个级别中的一个级别的可选安全属性。 与该单元相关联的模块操作以在可选安全级别被设置为指示加密的高级别时，保护用户使用的语音信道来收听该消息。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

公开(公告)号：WO2007037875A2

公开(公告)日：2007-04-05

申请号：PCT/US2006/033387

申请日：2006-08-28

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  GATZKE, Alan, D. ,  PATEL, Labhesh ,  JAIN, Mukul

Inventor： SHAFFER, Shmuel ,  GATZKE, Alan, D. ,  PATEL, Labhesh ,  JAIN, Mukul

IPC: H04M1/64

CPC classification number: H04L51/04 ,  G06Q10/107 ,  H04M1/72552 ,  H04M3/4211 ,  H04M3/53333 ,  H04M3/537 ,  H04M2201/18 ,  H04M2203/301 ,  H04M2203/4536 ,  H04M2250/74

Abstract: A method and apparatus to process an incoming message is described. The method may comprise, at a recipient system, receiving an incoming message from a message communicator and automatically analyzing message content to identify a keyword included in the message content. Thereafter, a predefined action associated with the keyword may be identified and the action may be performed. In an example embodiment, the predefined action may be a priority with the message, alerting an intended recipient of the message, routing the message to the intended recipient, paging the intended recipient, emailing the message to the intended recipient, sending an SMS message to the intended recipient, or the like. In an example embodiment, a user/owner of a mailbox may search a message database to identify incoming messages which includes the search term in the message content.

Abstract translation: 描述了处理传入消息的方法和装置。 该方法可以包括在接收者系统处从消息通信器接收输入消息，并且自动分析消息内容以识别包括在消息内容中的关键字。 此后，可以识别与关键字相关联的预定动作，并且可以执行动作。 在示例实施例中，预定义动作可以是消息的优先级，警告消息的预期接收者，将消息路由到预期接收者，寻呼预期接收者，将消息发送到预期接收者，向SMS发送SMS消息 预期接收者等。 在示例实施例中，邮箱的用户/所有者可以搜索消息数据库以识别在消息内容中包括搜索项的传入消息。

公开(公告)号：WO2006115786A1

公开(公告)日：2006-11-02

申请号：PCT/US2006/013675

申请日：2006-04-10

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  PATEL, Labhesh ,  KHOURI, Joseph, F. ,  CHAHROURI, Gebran, G. ,  DARWISH, Mohammed, I.

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh ,  KHOURI, Joseph, F. ,  CHAHROURI, Gebran, G. ,  DARWISH, Mohammed, I.

IPC: H04M3/523 ,  H04M3/42

CPC classification number: H04M3/523 ,  H04M3/5238 ,  H04M2203/402

Abstract: A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.

Abstract translation: 一种用于在自动呼叫分配系统处理呼叫的方法包括：接收与多个代理之一的连接的第一呼叫，并将所述第一呼叫分发给所述多个代理的第一代理。 该方法包括向第一代理呈现与处理第一呼叫相关联的至少一个目标时间，并且基于呼叫参数和服务水平目标修改与处理第一呼叫相关联的至少一个目标时间。 呼叫参数包括包括等待与代理连接的呼叫的队列的状态。 该方法还包括将与处理第一呼叫相关联的至少一个修改的目标时间呈现给第一代理。

公开(公告)号：WO2006098985A2

公开(公告)日：2006-09-21

申请号：PCT/US2006/008252

申请日：2006-03-07

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  PATEL, Labhesh ,  CHAHROURI, Gebran ,  SARKAR, Shantanu ,  MOON, Bruce ,  KHOURI, Joseph

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh ,  CHAHROURI, Gebran ,  SARKAR, Shantanu ,  MOON, Bruce ,  KHOURI, Joseph

IPC: G08B13/14 ,  G06F17/00

CPC classification number: G06Q30/02

Abstract: Disclosed are methods and apparatus for methods and apparatus for automatically contacting a service center (112, 110) for one or more particular products (102, 104, 122, 124), as well as contacting other types of entities with respect to any type of item. In a first embodiment, each item includes a radio frequency identification (RFID) of the particular products that is used to automatically contact a service center or the like (210). In a second embodiment, the RFID of the particular product is automatically sent to the service center or the like (214). In the first embodiment, the RFID of each product contains contact information, such as a 1-800 telephone number, a URL address, or email address, for a particular service center or the like. In one implementation, an RFID reader (104) is coupled with a communication device, such as a telephone or computer device, and the user uses the RFID reader to scan an RFID of a particular item (e.g., a malfunctioning product) (206). The relevant service center or the like is then contacted based on the RFID scan (210). For example, the user is connected to an agent at the relevant service center via a telephone or computer network. In the second embodiment, when a service center (or the like) needs RFID tag data for a particular item, a user may select a "send" option (e.g., on the communication device or reader) to have such RFID tag data automatically transmitted to the service center or the like (214).

Abstract translation: 公开了用于自动地将服务中心（112,110）用于一个或多个特定产品（102,104,122,124）的方法和设备的方法和装置，以及将任何类型的实体 项目。 在第一实施例中，每个项目包括用于自动联系服务中心等的特定产品的射频识别（RFID）（210）。 在第二实施例中，特定产品的RFID被自动发送到服务中心等（214）。 在第一实施例中，每个产品的RFID包含针对特定服务中心等的联系人信息，例如1-800电话号码，URL地址或电子邮件地址。 在一个实现中，RFID读取器（104）与诸如电话或计算机设备的通信设备耦合，并且用户使用RFID读取器扫描特定项目（例如，故障产品）（206）的RFID， 。 然后，基于RFID扫描（210）接触相关服务中心等。 例如，用户通过电话或计算机网络连接到相关服务中心的代理。 在第二实施例中，当服务中心（等）需要用于特定项目的RFID标签数据时，用户可以选择“发送”选项（例如，在通信设备或读取器上）来使得RFID标签数据自动发送 到服务中心等（214）。

公开(公告)号：WO2005107122A2

公开(公告)日：2005-11-10

申请号：PCT/US2005/008871

申请日：2005-03-16

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  PATEL, Labhesh

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh

IPC: H04K1/00

CPC classification number: H04M3/42272 ,  H04M3/4234 ,  H04M3/5183

Abstract: In one embodiment, a method for enhanced extension mobility includes accessing user input indicating either a desire of a user to logon at an endpoint in a private mode according to which the endpoint supports only an extension of the user or a desire of the user to logon at the endpoint in a shared mode according to which the endpoint concurrently supports an extension of the user and or more other extensions of one or more other users. The method includes configuring the endpoint to support only an extension of the user if the user input indicates a desire of the user to logon at the endpoint in a private mode according to which the endpoint supports only an extension of the user. The method includes configuring the endpoint to concurrently support an extension of the user and one or more other extensions of one or more other users if the user input indicates a desire of the user to logon at the endpoint in a shared mode according to which the endpoint concurrently supports an extension of the user and one or more other extensions of one or more other users.

Abstract translation: 在一个实施例中，用于增强扩展移动性的方法包括：访问用户输入，其指示用户以私有模式在端点登录的愿望，根据该方式，该端点仅支持用户的扩展或用户登录的愿望 在共享模式的端点处，端点同时支持用户的扩展或一个或多个其他用户的更多其他扩展。 该方法包括将端点配置为仅在用户输入指示用户以私有模式在端点登录的愿望时仅支持用户的扩展，根据该端点，该端点仅支持用户的扩展。 该方法包括配置端点以同时支持用户的扩展和一个或多个其他用户的一个或多个其他扩展，如果用户输入指示用户以共享模式在端点登录的愿望，根据该方式，该端点 同时支持用户的扩展和一个或多个其他用户的一个或多个其他扩展。