公开(公告)号：US20160150081A1

公开(公告)日：2016-05-26

申请号：US14554213

申请日：2014-11-26

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04M3/44 ,  H04M1/2745

CPC classification number: H04W8/183 ,  H04M1/274508 ,  H04M1/274533 ,  H04M1/274575 ,  H04M1/274583 ,  H04M1/56 ,  H04M1/72519 ,  H04M3/4211 ,  H04M3/424 ,  H04M3/44 ,  H04M11/00 ,  H04M15/06 ,  H04M2201/16 ,  H04M2242/18 ,  H04M2250/60 ,  H04W4/14

Abstract: A tool for contacts management and automated calling. The tool displays, by one or more computer processors, a contact page for adding a contact, wherein the contact page includes at least one conditional flow statement field. The tool program prompts, by one more computer processors, to configure the at least one conditional flow statement field. The tool saves, by one or more computer processors, the contact based on the at least one control flow statement field. The tool initiates, by one or more computer processors, an automated call to the contact based, on the at least one conditional flow statement field. The tool applies, by one or more computer processors, the at least one conditional flow statement field to the automated call to the contact.

公开(公告)号：US09294889B2

公开(公告)日：2016-03-22

申请号：US13940795

申请日：2013-07-12

Applicant: Louis Grenier ,  Donato Proce

Inventor： Louis Grenier ,  Donato Proce

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

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：US09214975B2

公开(公告)日：2015-12-15

申请号：US14087927

申请日：2013-11-22

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Stuart S Kreitzer ,  Jesus F Corretjer

IPC: H04B7/08 ,  H04B1/16 ,  H04W88/02 ,  H04M3/50 ,  H04L29/06 ,  H04M3/51 ,  H04W4/10 ,  H04L12/58 ,  H04M3/02 ,  H04W4/22 ,  H04W76/00

CPC classification number: H04B1/16 ,  H04L51/26 ,  H04L65/4061 ,  H04M3/02 ,  H04M3/50 ,  H04M3/51 ,  H04M2201/16 ,  H04W4/10 ,  H04W4/90 ,  H04W68/12 ,  H04W76/45 ,  H04W76/50 ,  H04W88/02

Abstract: A method and apparatus are provided by which a radio communication device with multi-watch receivers improves the comprehension of a high-priority message when the high-priority message is overlapped in time with a normal-priority message. A first receiver of the radio communication device receives a first incoming message over a first channel, and a second receiver of the radio communication device receives a second incoming message over a second channel. The radio communication device, upon receiving the first and second incoming messages, detects that a portion of the first incoming message overlaps in time with a portion of the second incoming message. The radio communication device further determines whether at least one of the first or the second incoming message is a high-priority message and repeats the determined high-priority message when at least one of the first or second incoming messages is a high-priority message.

Abstract translation: 提供一种方法和装置，通过该方法和装置，当高优先级消息与正常优先级消息在时间上重叠时，具有多观察接收机的无线电通信装置提高对高优先级消息的理解。 无线电通信设备的第一接收机通过第一信道接收第一输入消息，无线电通信设备的第二接收机通过第二信道接收第二传入消息。 无线电通信设备在接收到第一和第二传入消息时检测到第一传入消息的一部分在时间上与第二传入消息的一部分重叠。 无线电通信设备进一步确定第一或第二传入消息中的至少一个是高优先级消息，并且当第一或第二传入消息中的至少一个是高优先级消息时，重复所确定的高优先级消息。

公开(公告)号：US09065903B2

公开(公告)日：2015-06-23

申请号：US13753485

申请日：2013-01-29

Applicant: Microsoft Corporation

Inventor： Anton W. Krantz ,  Amey Parandekar ,  Vadim Eydelman ,  Sankaran Narayanan ,  Namendra Kumar ,  Sachin Sheth

IPC: H04M11/00 ,  H04M3/38 ,  H04M3/42 ,  H04L29/06

CPC classification number: H04M3/382 ,  H04L63/0823 ,  H04L63/083 ,  H04L63/20 ,  H04M3/42272 ,  H04M2201/16

Abstract: Architecture for a communications system enabling a user to provision a telephone at a new location without network administrative pre-configuring. An input component (e.g., keypad) receives a numeric extension and PIN. The extension is a telephone extension of the user and the PIN can be administratively assigned. A location component provides location information of an enterprise communications server to the telephone based on the extension. The telephone uses the location information to send messages to the enterprise communications server. A registration component registers the telephone with the enterprise communications server based on the numeric extension. A telephony address is returned to the telephone. An authentication component authenticates the telephone based on the PIN. Upon authentication, the extension is assigned to the telephone, and telephone communications can be sent and received from that location.

Abstract translation: 用于通信系统的架构，使用户能够在没有网络管理预配置的情况下在新位置配置电话。 输入组件（例如小键盘）接收数字分机和PIN码。 该分机是用户的电话分机，PIN可以被管理地分配。 位置组件基于该扩展向电话提供企业通信服务器的位置信息。 电话使用位置信息将消息发送到企业通信服务器。 注册组件根据数字分机将电话注册到企业通信服务器。 电话地址返回给电话。 验证组件根据PIN验证电话。 在认证时，将分机分配给电话，并且可以从该位置发送和接收电话通信。

公开(公告)号：US20150147990A1

公开(公告)日：2015-05-28

申请号：US14087927

申请日：2013-11-22

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： STUART S. KREITZER ,  JESUS F. CORRETJER

IPC: H04B1/16 ,  H04M3/50 ,  H04W88/02

CPC classification number: H04B1/16 ,  H04L51/26 ,  H04L65/4061 ,  H04M3/02 ,  H04M3/50 ,  H04M3/51 ,  H04M2201/16 ,  H04W4/10 ,  H04W4/90 ,  H04W68/12 ,  H04W76/45 ,  H04W76/50 ,  H04W88/02

Abstract: A method and apparatus are provided by which a radio communication device with multi-watch receivers improves the comprehension of a high-priority message when the high-priority message is overlapped in time with a normal-priority message. A first receiver of the radio communication device receives a first incoming message over a first channel, and a second receiver of the radio communication device receives a second incoming message over a second channel. The radio communication device, upon receiving the first and second incoming messages, detects that a portion of the first incoming message overlaps in time with a portion of the second incoming message. The radio communication device further determines whether at least one of the first or the second incoming message is a high-priority message and repeats the determined high-priority message when at least one of the first or second incoming messages is a high-priority message.

Abstract translation: 提供一种方法和装置，通过该方法和装置，当高优先级消息与正常优先级消息在时间上重叠时，具有多观察接收机的无线电通信装置提高对高优先级消息的理解。 无线电通信设备的第一接收机通过第一信道接收第一传入消息，并且无线电通信设备的第二接收机通过第二信道接收第二传入消息。 无线电通信设备在接收到第一和第二传入消息时检测到第一传入消息的一部分在时间上与第二传入消息的一部分重叠。 无线电通信设备进一步确定第一或第二传入消息中的至少一个是高优先级消息，并且当第一或第二传入消息中的至少一个是高优先级消息时，重复所确定的高优先级消息。

公开(公告)号：US08917852B1

公开(公告)日：2014-12-23

申请号：US14149137

申请日：2014-01-07

Applicant: Noble Systems Corporation

Inventor： James K. Noble, Jr. ,  Karl H. Koster

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/16 ,  H04M2203/2072

Abstract: Outbound contact records for a contact center can be arranged as an ordered list reflecting a priority for reaching a party during defined time periods. For each time period, the corresponding prioritized list is used for originating outbound contacts. Originating outbound contacts involves first determining when an agent is available and determining an agent profile of the available agent. Then, records in the ordered list are searched to identify parties having a compatible called party profile matching the agent profile. When an agent is available, the selected contact records are used to generate outbound contacts and a responding party is matched to the agent. Other responding parties may be matched with other agents having the same agent profile or matched with second-best compatible agents. At certain conditions, the remaining records may be processed in a list-centric manner wherein a responding party is matched with any available agent.

公开(公告)号：US08903079B2

公开(公告)日：2014-12-02

申请号：US12331195

申请日：2008-12-09

Applicant: Qiaobing Xie ,  S. James P. Spottiswoode

Inventor： Qiaobing Xie ,  S. James P. Spottiswoode

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M2201/16 ,  H04M2201/18

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一个示例性的方法包括汇集来话呼叫者，并且使来自呼叫者池的呼叫者被路由。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。

公开(公告)号：US08824998B2

公开(公告)日：2014-09-02

申请号：US13630772

申请日：2012-09-28

Applicant: Eddie Balthasar ,  Richard T. Beckwith ,  Cornelius V. Vick

Inventor： Eddie Balthasar ,  Richard T. Beckwith ,  Cornelius V. Vick

IPC: H04M11/04

CPC classification number: H04M3/5116 ,  H04M3/5235 ,  H04M2201/16 ,  H04W4/90

Abstract: A mechanism is described for facilitating dynamically prioritized control of calls over a network according to one embodiment. A method of embodiments includes receiving, at a computing device, a call reporting an emergency, automatically evaluating the received call and the reported emergency, and assigning a priority level to the call based on the evaluation of the call and the emergency. The method may further include placing the call in a first queue based on the assigned priority level. The call may be picked from the first queue and processed based on the assigned priority level. Other embodiments are described and claimed.

Abstract translation: 描述了根据一个实施例的用于促进通过网络的呼叫的动态优先级控制的机制。 实施例的方法包括在计算设备处接收报告紧急情况的呼叫，自动评估所接收的呼叫和报告的紧急情况，以及基于呼叫和紧急情况的评估为呼叫分配优先级。 该方法还可以包括基于所分配的优先级将呼叫置于第一队列中。 呼叫可以从第一个队列中选出，并根据分配的优先级进行处理。 描述和要求保护其他实施例。

公开(公告)号：US08730952B2

公开(公告)日：2014-05-20

申请号：US13854783

申请日：2013-04-01

Applicant: AT&T Intellectual Property II, L.P.

Inventor： Marian Croak ,  Hossein Eslambolchi

IPC: H04L12/66 ,  H04L12/26 ,  H04L12/16 ,  H04Q11/00 ,  G01R31/08 ,  H04M3/00 ,  H04M1/00 ,  H04M3/42 ,  H04L12/56 ,  H04L29/06

CPC classification number: H04L47/70 ,  H04L12/1818 ,  H04L12/66 ,  H04L29/06414 ,  H04L47/10 ,  H04L65/1069 ,  H04L65/403 ,  H04M3/4285 ,  H04M3/56 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2250/62 ,  H04Q3/0025 ,  H04Q3/0045

Abstract: A method and apparatus for enabling providers of PSTN toll free services to stagger simultaneous transmission of call setup signaling messages into an IP based teleconference bridge, supported by a VoIP network, by suspending a subset of calls and placing them on hold while placing other calls to be connected to the conference bridge are disclosed. The PSTN network can stagger calls by limiting the number of call setup signaling messages to be sent to the VoIP network within a predefined period of time interval and spread all the calls over multiple of such predefined periods. Prerecorded announcements or music can be played while the calls that have been placed on hold are in queue.

Abstract translation: 一种用于使PSTN免费服务提供商能够将呼叫建立信令消息同时传输到由VoIP网络支持的基于IP的电话会议桥中的方法和装置，通过暂停一组呼叫并将它们置于保持状态，同时进行其他呼叫 连接到会议桥被披露。 PSTN网络可以通过在预定义的时间间隔期限内限制要发送到VoIP网络的呼叫建立信令消息的数量来交错呼叫，并且在所述预定义周期的多个上扩展所有呼叫。 已保留的呼叫在队列中可以播放预录的通知或音乐。

公开(公告)号：US20140119535A1

公开(公告)日：2014-05-01

申请号：US14149789

申请日：2014-01-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: 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。