公开(公告)号：US09813553B2

公开(公告)日：2017-11-07

申请号：US14919057

申请日：2015-10-21

Applicant: Avaya Inc.

Inventor： Edel Kelly ,  Liam Loftus ,  Seamus Hayes ,  Will Meaney

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  H04M3/58

CPC classification number: H04M3/5141 ,  H04M3/5233 ,  H04M3/58 ,  H04M2201/16 ,  H04M2201/50

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

公开(公告)号：US09686412B2

公开(公告)日：2017-06-20

申请号：US15043868

申请日：2016-02-15

Applicant: Louis Grenier ,  Donato Proce

Inventor： Louis Grenier ,  Donato Proce

IPC: H04W4/12 ,  H04M3/533 ,  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.

公开(公告)号：US20170127254A1

公开(公告)日：2017-05-04

申请号：US14925871

申请日：2015-10-28

Applicant: Nagravision S.A.

Inventor： Charles M. Fish ,  Brad Mason

IPC: H04W4/16 ,  H04M3/42

CPC classification number: H04W4/16 ,  H04M3/42 ,  H04M3/42195 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2203/2088

Abstract: In example embodiments, a system and method for keeping calls connected are provided. A call is initiated between a first user device and a second user device each of which has a connection application for maintaining communications. A call maintenance option provided by the connection application is activated on the first and second user devices. A determination is made that one of the first user device or the second user device is a call manager, whereby the call manager is responsible for reinitiating the call in response to the call being dropped. Detection that the call is dropped is made. In response to the detection that the call is dropped, the call manager reinitiates the call while the non-call manager waits in a standby mode for the reinitiation of the call.

公开(公告)号：US20170118341A1

公开(公告)日：2017-04-27

申请号：US14919057

申请日：2015-10-21

Applicant: Avaya Inc.

Inventor： Edel KELLY ,  Liam LOFTUS ,  Seamus HAYES ,  Will MEANEY

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/5233 ,  H04M3/58 ,  H04M2201/16 ,  H04M2201/50

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

公开(公告)号：US09510184B2

公开(公告)日：2016-11-29

申请号：US14554213

申请日：2014-11-26

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04W8/18 ,  H04W4/14 ,  H04M1/2745 ,  H04M1/725 ,  H04M1/56 ,  H04M3/42 ,  H04M3/44

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：US20160330609A1

公开(公告)日：2016-11-10

申请号：US15220735

申请日：2016-07-27

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04W8/18 ,  H04W4/14 ,  H04M3/42

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：US09462454B2

公开(公告)日：2016-10-04

申请号：US15062953

申请日：2016-03-07

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04W8/18 ,  H04W4/14 ,  H04M3/42 ,  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.

Abstract translation: 用于联系人管理和自动呼叫的工具。 所述工具由一个或多个计算机处理器显示用于添加联系人的联系人页面，其中所述联系人页面包括至少一个条件流程语句字段。 该工具程序通过一个计算机处理器提示配置至少一个条件流语句字段。 所述工具由一个或多个计算机处理器基于所述至少一个控制流程语句字段保存所述联系人。 所述工具由一个或多个计算机处理器在所述至少一个条件流程语句字段上启动对所述联系人的自动调用。 该工具由一个或多个计算机处理器将至少一个条件流程语句字段应用于对联系人的自动调用。

公开(公告)号：US20160227041A1

公开(公告)日：2016-08-04

申请号：US14613870

申请日：2015-02-04

Applicant: International Business Machines Corporation

Inventor： Kelly Abuelsaad ,  Soobaek Jang ,  Maneesh Mehra ,  Renier R. Morales ,  Michael S. Rieth

IPC: H04M3/56 ,  H04W76/02 ,  H04W4/06

CPC classification number: H04M3/565 ,  H04M2201/16 ,  H04M2203/2072 ,  H04M2203/5081 ,  H04W4/06

Abstract: In general, embodiments of the present invention relate to conference management. Specifically, sequentially scheduled conferences (e.g., conference calls) are determined for a conference participant. The connection details (e.g., call-in details) for the second of the two conferences are retrieved. If the conference is not over when the second conference is scheduled to begin, a connection is initiated with the second conference using the connection details while maintaining a connection to the first conference.

Abstract translation: 通常，本发明的实施例涉及会议管理。 具体地，为会议参与者确定顺序调度的会议（例如，电话会议）。 检索两个会议中的第二个会议的连接细节（例如，呼入细节）。 如果在第二次会议计划开始时会议尚未结束，则在维持与第一次会议的连接的同时，使用连接细节在第二次会议中发起连接。

公开(公告)号：US20160174063A1

公开(公告)日：2016-06-16

申请号：US15062953

申请日：2016-03-07

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04W8/18 ,  H04M3/42 ,  H04W4/14

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.

Abstract translation: 用于联系人管理和自动呼叫的工具。 所述工具由一个或多个计算机处理器显示用于添加联系人的联系人页面，其中所述联系人页面包括至少一个条件流程语句字段。 该工具程序通过一个计算机处理器提示配置至少一个条件流语句字段。 所述工具由一个或多个计算机处理器基于所述至少一个控制流程语句字段保存所述联系人。 所述工具由一个或多个计算机处理器在所述至少一个条件流程语句字段上启动对所述联系人的自动调用。 该工具由一个或多个计算机处理器将至少一个条件流程语句字段应用于对联系人的自动调用。

公开(公告)号：US08700066B1

公开(公告)日：2014-04-15

申请号：US12478842

申请日：2009-06-05

Applicant: Peter K. Buchhop ,  Glenn Russell Rodbarry

Inventor： Peter K. Buchhop ,  Glenn Russell Rodbarry

IPC: H04W24/00

CPC classification number: H04W4/02 ,  H04M3/5116 ,  H04M2201/16 ,  H04M2242/04 ,  H04M2242/30 ,  H04W4/12 ,  H04W4/90

Abstract: Systems and methods of transmitting a message and/or a location request to individuals identified on an emergency contact list. In some arrangements, a message and/or location request may be transmitted from a first mobile device to a plurality of other mobile devices associated with individuals identified in the emergency contact list. The location of each mobile device is determined and transmitted to the first mobile device where the location information is stored and may be displayed, for instance, on a map. The systems and methods described herein may be independent of any technical infrastructure associated with the organization or business maintaining the emergency contact list. That is, a company may generally rely on systems independent of their own, such as public cellular networks, and the like, for operation of the systems and methods described herein.

Abstract translation: 向紧急联系人列表上标识的个人发送消息和/或位置请求的系统和方法。 在一些布置中，消息和/或位置请求可以从第一移动设备发送到与紧急联系人列表中标识的个人相关联的多个其他移动设备。 确定每个移动设备的位置并将其发送到存储位置信息的第一移动设备，并且可以例如在地图上显示。 本文描述的系统和方法可以独立于与维护紧急联系人列表的组织或业务相关联的任何技术基础。 也就是说，公司通常可以依赖于独立于它们自己的系统，诸如公共蜂窝网络等，以用于本文描述的系统和方法的操作。