公开(公告)号：US09661138B2

公开(公告)日：2017-05-23

申请号：US14596636

申请日：2015-01-14

Applicant: Unify GmbH & Co. KG

Inventor： Jurgen Luers ,  Ingolf Thiele

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/46 ,  H04M3/54

CPC classification number: H04M3/5235 ,  H04M3/42365 ,  H04M3/46 ,  H04M3/5232 ,  H04M3/54 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/2038 ,  H04M2203/551 ,  H04M2203/556

Abstract: A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

公开(公告)号：US20170070613A1

公开(公告)日：2017-03-09

申请号：US14974394

申请日：2015-12-18

Applicant: DME PARTNERS, LLC

Inventor： Bryan S. BLOCH ,  Michael J. Panaggio

IPC: H04M3/51 ,  G06Q10/10 ,  H04M3/56 ,  H04M3/533

CPC classification number: H04M3/5191 ,  G06Q10/107 ,  G06Q10/1095 ,  H04M3/5158 ,  H04M3/53333 ,  H04M3/53383 ,  H04M3/565 ,  H04M2201/16 ,  H04M2203/558

Abstract: A telephone marketing and messaging method includes dialing a telephone number associated with a prospect to establish a connection, and providing a conditional and automatically selected pre-recorded voicemail message of a series of voicemail messages to the prospect each time in response to arriving at a voicemail of the prospect, where each voicemail message of the series of voicemail messages is different. The voicemail messages continue to be delivered to the prospect until the prospect answers or responds. In addition, the method includes providing an email message to the prospect that correlates to a respective voicemail message delivered to the prospect.

Abstract translation: 电话营销和消息传递方法包括拨打与潜在客户建立连接的电话号码，并且每次响应于到达语音邮件时向潜在客户提供一系列语音邮件消息的条件和自动选择的预先录制的语音邮件消息 的潜在客户，其中一系列语音邮件消息的每个语音邮件消息是不同的。 语音邮件消息继续传送给潜在客户，直到潜在客户回答或回应。 此外，该方法包括向潜在客户提供与递送给潜在客户的相应语音邮件消息相关的电子邮件消息。

公开(公告)号：US09462133B2

公开(公告)日：2016-10-04

申请号：US14801350

申请日：2015-07-16

Applicant: International Business Machines Corporation

Inventor： Darryl M. Adderly ,  Prasad Kashyap ,  Brian J. Murray ,  Wenjian Qiao

IPC: H04M3/56

CPC classification number: H04M3/563 ,  H04M3/56 ,  H04M3/561 ,  H04M2201/16

Abstract: Methods, products, apparatuses, and systems may facilitate a conference operation. The conference operation may include conference chaining, conference switching, conference modification, conference announcement, and so on. A collection of authentication data for a plurality of distinct conferences may be performed to chain the conferences. Switching among the distinct conference may be performed in response to a switch key code. The switch key code may include a general key code applicable to each of the conferences and/or a specific key code application to a specific conference.

公开(公告)号：US20160227028A1

公开(公告)日：2016-08-04

申请号：US15091885

申请日：2016-04-06

Applicant: Elwha LLC

Inventor： Alistair K. Chan ,  William David Duncan ,  Roderick A. Hyde ,  Ozgur Emek Yildirim

IPC: H04M3/42 ,  H04M1/64

CPC classification number: H04M3/42195 ,  H04M1/64 ,  H04M3/42059 ,  H04M3/42348 ,  H04M3/432 ,  H04M3/53325 ,  H04M3/5335 ,  H04M3/53366 ,  H04M2201/16 ,  H04M2203/2072 ,  H04M2203/655 ,  H04W4/14

Abstract: A computing device includes a memory; and a processing circuit coupled to the memory and configured to receive call data regarding a plurality of telephone calls placed to the computing device, each of the plurality of telephone calls being placed by a caller; prioritize each caller based on the call data and prioritization data stored in the memory, the prioritization data providing an indication of a relationship between each caller and a receiver associated with the computing device and including at least one of electronic contact data, electronic calendar data, and social media data; determine a future time for each caller to speak with the receiver based on the prioritization of each caller; and transmit a message to each caller providing an indication of the future time.

Abstract translation: 计算设备包括存储器; 以及处理电路，其耦合到所述存储器并且被配置为接收关于放置到所述计算设备的多个电话呼叫的呼叫数据，所述多个电话呼叫中的每一个由呼叫者放置; 基于存储在存储器中的呼叫数据和优先级数据对每个呼叫者进行优先级排序，该优先化数据提供每个呼叫者和与计算设备相关联的接收者之间的关系的指示，并且包括电子联系人数据，电子日历数据， 和社交媒体数据; 确定每个呼叫者基于每个呼叫者的优先级与接收者通话的将来时间; 并向每个呼叫者发送消息以提供未来时间的指示。

公开(公告)号：US20160165053A1

公开(公告)日：2016-06-09

申请号：US15043868

申请日：2016-02-15

Applicant: Louis GRENIER ,  Donato Proce

Inventor： Louis GRENIER ,  Donato Proce

IPC: H04M3/533 ,  H04W4/12 ,  H04L12/58

CPC classification number: H04M3/53366 ,  H04L51/10 ,  H04M2201/16 ,  H04W4/12

Abstract: Systems and methods for an offline voicemail recording system are provided. A voicemail server establishes a session with a caller responsive to detecting the unavailability of a callee. Session information is transmitted to the caller and the voicemail server then purposely terminates the session with the caller. The caller can record a voice or video message offline, without an active connection to the voicemail server, and later upload the recorded message. The voicemail server correlates the uploaded message with the previously terminated session and notifies the callee of the receipt of the message.

Abstract translation: 提供了用于离线语音邮件记录系统的系统和方法。 响应于检测被叫方的不可用性，语音邮件服务器与呼叫者建立会话。 会话信息被发送到呼叫者，语音邮件服务器然后有意地终止与呼叫者的会话。 呼叫者可以离线记录语音或视频消息，而无需主动连接到语音信箱服务器，然后上传录制的消息。 语音邮件服务器将上传的消息与先前终止的会话相关联，并向被叫方通知消息的接收。

公开(公告)号：US09083802B2

公开(公告)日：2015-07-14

申请号：US14149789

申请日：2014-01-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: H04M3/523 ,  H04M7/00 ,  H04M3/51

CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

Abstract translation: 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

公开(公告)号：US09055140B2

公开(公告)日：2015-06-09

申请号：US13550066

申请日：2012-07-16

Applicant: Malcom Strandberg

Inventor： Malcom Strandberg

IPC: H04M3/00 ,  H04M3/428 ,  H04M3/523

CPC classification number: H04M3/00 ,  H04M3/428 ,  H04M3/523 ,  H04M2201/16

Abstract: A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.

Abstract translation: 用于为联络中心提供保持队列优先级的系统和方法包括自动化系统和用于将联系人连接到自动化系统的联系人接收器/导向器。 联系人标识符从连接到系统的每个联系人获得识别信息。 保持队列被耦合到联系人接收器/指挥器，用于存储与连接到自动系统的联系人相关联的联系人记录。 联系人状态标识符确定保持队列中每个联系人的连接状态，并将连接状态存储在每个联系人的相应联系人记录中。 联系人回复标识符通过将与联系人相关联的联系人识别信息与保持队列中的联系人记录相匹配来识别所接收的联系人。 联系人接收者/导演选择具有“已连接”连接状态的联系人记录，并将与所选联系人记录相关联的保持队列中的呼叫者连接到可用代理。

公开(公告)号：US20150030148A1

公开(公告)日：2015-01-29

申请号：US13951796

申请日：2013-07-26

Applicant: International Business Machines Corporation

Inventor： Darryl M. Adderly ,  Prasad Kashyap ,  Brian J. Murray ,  Wenjian Qiao

IPC: H04M3/56

CPC classification number: H04M3/563 ,  H04M3/56 ,  H04M3/561 ,  H04M2201/16

Abstract: Methods, products, apparatuses, and systems may facilitate a conference operation. The conference operation may include conference chaining, conference switching, conference modification, conference announcement, and so on. A collection of authentication data for a plurality of distinct conferences may be performed to chain the conferences. Switching among the distinct conference may be performed in response to a switch key code. The switch key code may include a general key code applicable to each of the conferences and/or a specific key code application to a specific conference.

Abstract translation: 方法，产品，设备和系统可以促进会议操作。 会议操作可能包括会议链，会议切换，会议修改，会议通知等。 可以执行用于多个不同会议的认证数据的集合以链接会议。 可以响应于切换键代码来执行不同会议之间的切换。 交换机密钥代码可以包括适用于每个会议的通用密钥代码和/或特定会议的特定密钥代码应用。

公开(公告)号：US08724786B2

公开(公告)日：2014-05-13

申请号：US13619186

申请日：2012-09-14

Applicant: Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

Inventor： Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

IPC: H04M3/42 ,  H04M7/00

CPC classification number: H04M7/129 ,  H04M3/42017 ,  H04M3/42059 ,  H04M3/42102 ,  H04M2201/16

Abstract: A method, system and apparatus for implementing a Multimedia Ring Back Tone (MRBT) service are provided. The method includes: receiving a call request originated by a calling terminal; parsing a tone playing policy specifying whether to play a caller tone or a callee tone or whether to filter a tone; performing caller tone media negotiation or callee tone media negotiation, or performing no tone negotiation according to the parsing result; and playing the caller tone or the callee tone to the caller, or playing no tone. With the technical solution of the present invention, the caller tone service can be implemented in the IMS domain. Whether a caller tone or a callee tone is played to the caller is determined according to a preset policy. Furthermore, the tone filtering service is also implemented. This gives a user freedom in experiencing the MRBT service.

公开(公告)号：US20140016766A1

公开(公告)日：2014-01-16

申请号：US13550066

申请日：2012-07-16

Applicant: Malcom Strandberg

Inventor： Malcom Strandberg

IPC: H04M3/00

CPC classification number: H04M3/00 ,  H04M3/428 ,  H04M3/523 ,  H04M2201/16

Abstract: A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.

Abstract translation: 用于为联络中心提供保持队列优先级的系统和方法包括自动化系统和用于将联系人连接到自动化系统的联系人接收器/导向器。 联系人标识符从连接到系统的每个联系人获得识别信息。 保持队列被耦合到联系人接收器/指挥器，用于存储与连接到自动系统的联系人相关联的联系人记录。 联系人状态标识符确定保持队列中每个联系人的连接状态，并将连接状态存储在每个联系人的相应联系人记录中。 联系人回复标识符通过将与联系人相关联的联系人识别信息与保持队列中的联系人记录相匹配来识别所接收的联系人。 联系人接收者/导演选择具有“已连接”连接状态的联系人记录，并将与所选联系人记录相关联的保持队列中的呼叫者连接到可用代理。