公开(公告)号：US08654964B1

公开(公告)日：2014-02-18

申请号：US13705555

申请日：2012-12-05

Applicant: Noble Systems Corporation

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

IPC: H04M3/00 ,  H04M5/00

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.

Abstract translation: 联络中心的出站联系人记录可以排列为反映在定义的时间段内到达方的优先级的有序列表。 对于每个时间段，相应的优先列表用于发起出站联系人。 起始的出站联系人包括首先确定代理何时可用并确定可用代理的代理简档。 然后，搜索有序列表中的记录以识别具有与代理简档匹配的兼容被叫方简档的方。 当代理可用时，所选择的联系人记录用于生成出站联系人，并且响应方与代理匹配。 其他响应方可以与具有相同代理配置文件或与第二最佳兼容代理程序匹配的其他代理进行匹配。 在某些条件下，剩余的记录可以以列表为中心的方式处理，其中响应方与任何可用的代理相匹配。

公开(公告)号：US08654963B2

公开(公告)日：2014-02-18

申请号：US12339988

申请日：2008-12-19

Applicant: Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: H04M3/523 ,  H04M7/00

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：US08588753B2

公开(公告)日：2013-11-19

申请号：US13208521

申请日：2011-08-12

Applicant: Joseph Patino

Inventor： Joseph Patino

IPC: H04W92/00

CPC classification number: H04M3/42195 ,  H04M3/42059 ,  H04M2201/16 ,  H04M2203/2088 ,  H04M2207/182 ,  H04W76/19

Abstract: An apparatus and a method in a wireless device provide for reestablishing a dropped call, wherein a wireless device determines a wireless device callback priority, wherein the wireless device callback priority is relative to a second communication device callback priority associated with a second communication device, wherein the wireless device and the second communication device are established in a communication session. A dropped call between the wireless device and the second communication device is detected. In response to detecting the dropped call, and the wireless device callback priority being higher than the second communication device callback priority, the wireless device calls back the second communication device. If, during the calling back, a match between a callback identifier and an incoming caller identifier of an incoming call is detected, the calling back is terminated, and the incoming call is answered.

Abstract translation: 无线设备中的装置和方法提供重新建立丢弃的呼叫，其中无线设备确定无线设备回叫优先级，其中所述无线设备回调优先级相对于与第二通信设备相关联的第二通信设备回呼优先级，其中 在通信会话中建立无线设备和第二通信设备。 检测到无线设备和第二通信设备之间的掉话。 响应于检测到掉话，并且无线设备回叫优先级高于第二通信设备回呼优先级，无线设备回呼第二通信设备。 如果在回叫期间，检测到来电回叫标识和来电标识符之间的匹配，则终止呼叫，并且应答来电。

公开(公告)号：US20130287199A1

公开(公告)日：2013-10-31

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: H04M7/12

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.

Abstract translation: 提供了一种用于实现多媒体回铃音（MRBT）服务的方法，系统和装置。 该方法包括：接收由主叫终端发起的呼叫请求; 解析音调播放策略，指定是播放呼叫者音调还是被呼叫者音调，还是过滤音调; 执行呼叫者音调媒体协商或被叫音调媒体协商，或根据解析结果不执行音调协商; 并向来电者播放呼叫者语音或被呼叫方音，或播放无音。 利用本发明的技术方案，可以在IMS域中实现呼叫者语音业务。 根据预设策略确定是否向主叫方播放来电铃声或被呼叫者。 此外，还实现了音调滤波服务。 这为用户提供了体验MRBT服务的自由。

公开(公告)号：US20130223291A1

公开(公告)日：2013-08-29

申请号：US13854783

申请日：2013-04-01

Applicant: AT&T Corp.

Inventor： Marian Croak ,  Hossein Eslambolchi

IPC: 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：US08442187B2

公开(公告)日：2013-05-14

申请号：US13448594

申请日：2012-04-17

Applicant: Peeyush Jaiswal ,  Naveen Narayan

Inventor： Peeyush Jaiswal ,  Naveen Narayan

IPC: H04M1/64

CPC classification number: H04M3/385 ,  H04M3/382 ,  H04M2201/16 ,  H04M2201/40

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract translation: 一种安全方法和系统。 该方法包括由计算系统接收来自用户的电话呼叫。 计算系统包括与用户相关联的现有密码/密码短语和预先记录的语音样本。 计算系统提示用户使用语音输入密码/密码。 计算系统从用户接收包括第一密码/密码的语音数据。 计算系统将语音数据转换为文本数据。 计算系统首先将文本数据与第一个密码/密码短语进行比较，并确定匹配。 计算系统将语音数据与预先录制的语音样本进行比较，以确定指示与语音数据相关联的频谱是否与预先录制的语音样本相关联的频谱匹配的结果。 计算系统将结果发送给用户。

公开(公告)号：US20130070910A1

公开(公告)日：2013-03-21

申请号：US12171196

申请日：2008-07-10

Applicant: Daniel O'Sullivan

Inventor： Daniel O'Sullivan

IPC: H04M1/64

CPC classification number: H04M3/2227 ,  H04M3/5166 ,  H04M2201/14 ,  H04M2201/16

Abstract: This invention allows a system to monitor how quickly and accurately the user is responding via the input device. The input device can be a mouse, a keyboard, their voice, a touch-screen, a tablet PC writing instrument, a light pen or any other commercially available device used to input information from the user to the PBCD. Information is displayed on the PBCD screen based on how quickly and accurately the user is navigating with the input device.

Abstract translation: 本发明允许系统监视用户通过输入设备多快和准确地进行响应。 输入设备可以是鼠标，键盘，他们的声音，触摸屏，平板电脑书写工具，光笔或用于将信息从用户输入到PBCD的任何其它市售设备。 信息显示在PBCD屏幕上，基于用户使用输入设备进行导航的速度和准确度。

公开(公告)号：US08351585B2

公开(公告)日：2013-01-08

申请号：US12647270

申请日：2009-12-24

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

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

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.

Abstract translation: 提供了一种用于实现多媒体回铃音（MRBT）服务的方法，系统和装置。 该方法包括：接收由主叫终端发起的呼叫请求; 解析音调播放策略，指定是播放呼叫者音调还是被呼叫者音调，还是过滤音调; 执行呼叫者音调媒体协商或被叫音调媒体协商，或根据解析结果不执行音调协商; 并向呼叫者播放呼叫者语音或被呼叫方，或者不播音。 利用本发明的技术方案，可以在IMS域中实现呼叫者语音业务。 根据预设策略确定是否向主叫方播放来电铃声或被呼叫者。 此外，还实现了音调滤波服务。 这为用户提供了体验MRBT服务的自由。

公开(公告)号：US08339145B2

公开(公告)日：2012-12-25

申请号：US12563652

申请日：2009-09-21

Applicant: Gerhard Noessing ,  Alberto Canella ,  David Schwingshackl

Inventor： Gerhard Noessing ,  Alberto Canella ,  David Schwingshackl

IPC: G01R31/02 ,  G01R31/08

CPC classification number: H04M3/30 ,  H04M2201/16

Abstract: A signal generator is disclosed that generates a test signal to be applied to a first and second wire of a subscriber line. The signal generator is configured to generate the test signal at the first and second test signal outputs in a first time section such that a first potential at the first test signal output is changed from a first value to a second value and a second potential at the second test signal output is maintained constant at least during the change of the first potential. The signal generator is further configured to generate the test signal during a second time section such that the first potential at the first output and the second potential at the second output are oscillating with a predetermined frequency.

Abstract translation: 公开了一种信号发生器，其产生要施加到用户线路的第一和第二线路的测试信号。 信号发生器被配置为在第一时间段中在第一和第二测试信号输出处产生测试信号，使得第一测试信号输出处的第一电位从第一值变为第二值，并且在第 至少在第一电位的变化期间，第二测试信号输出保持恒定。 信号发生器还被配置为在第二时间段期间产生测试信号，使得第一输出处的第一电位和第二输出端的第二电位以预定频率振荡。

公开(公告)号：US08290134B2

公开(公告)日：2012-10-16

申请号：US11828677

申请日：2007-07-26

Applicant: Peeyush Jaiswal ,  Naveen Narayan

Inventor： Peeyush Jaiswal ,  Naveen Narayan

IPC: H04M3/56

CPC classification number: H04M3/566 ,  H04M2201/16

Abstract: A method of and system for managing a conference call among participants and a moderator provides a control mode in which only one participant can speak at time. All participants other than the speaker are muted. The system maintains a talk queue. When a participant requests to speak, the system places the participant in the talk queue. The system may announce to the moderator that the participant has registered to speak. The system may also announce to the moderator the participant's position in the talk queue. When a speaking participant relinquishes, or is preempted from, the speaking position, the system mutes the speaking participant. The system informs the participant at the top of the talk queue that it is his or her turn to speak and unmutes that participant, whereby that participant becomes the new speaking participant. The system removes the new speaking participant from the talk queue. The system may announce their respective positions to the other participants in the talk queue. The system may include priority codes. If a participant enters a priority code when he or she requests to speak, the system places the participant at the top of the talk queue. If the participant does not enter a priority code, the system places the participant at the bottom of the talk queue.

Abstract translation: 用于在参与者和主持人之间管理电话会议的方法和系统提供了一个控制模式，其中只有一个参与者可以在时间上说话。 扬声器以外的所有参与者都被静音。 系统维护一个通话队列。 当参与者请求发言时，系统将参与者放在通话队列中。 该系统可以向主持人宣布参与者已经注册说话。 系统还可以向主持人通知参与者在通话队列中的位置。 说话的参与者放弃或者被抢占的话，系统会使说话的参与者静音。 系统通知对讲队列顶部的参与者，他或她轮到说话并取消静音该参与者，从而该参与者成为新的演讲参与者。 系统从通话队列中删除新的讲话人。 系统可以向对方队列中的其他参与者宣布其各自的位置。 该系统可以包括优先级代码。 如果参与者在请求发言时输入优先级代码，则系统将参与者放在通话队列的顶部。 如果参与者没有输入优先级代码，系统会将参与者放在通话队列的底部。