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    SYSTEM AND METHOD FOR IMPROVED DIRECTORY ASSISTANCE INCLUDING RE-DIAL FEATURE
    21.
    发明公开
    SYSTEM AND METHOD FOR IMPROVED DIRECTORY ASSISTANCE INCLUDING RE-DIAL FEATURE 有权
    系统和方法改进的各种信息，包括NEUWÄHLMERKMALS

    公开(公告)号：EP2245844A1

    公开(公告)日：2010-11-03

    申请号：EP09707734.1

    申请日：2009-02-09

    Applicant: Grape Technology Group, Inc.

    Inventor： MCGARY, Faith ,  RILEY, Xavier ,  BATES, Michael ,  DENARDO, Scott

    IPC: H04M3/493

    CPC classification number: H04M3/4931 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2201/36

    Abstract: A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester, A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry, An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

    AN AUTOMATED SYSTEM AND METHOD FOR DISTINGUISHING AUDIO SIGNALS RECEIVED IN RESPONSE TO PLACING AN OUTBOUND CALL
    24.
    发明公开
    AN AUTOMATED SYSTEM AND METHOD FOR DISTINGUISHING AUDIO SIGNALS RECEIVED IN RESPONSE TO PLACING AN OUTBOUND CALL 审中-公开
    AUTOMATED为了区别响应的系统和方法的呼出呼叫的产生接收的音频信号

    公开(公告)号：EP1932326A4

    公开(公告)日：2009-05-13

    申请号：EP06816246

    申请日：2006-10-04

    Applicant: VIRTUAL HOLD TECHNOLOGY LLC

    Inventor： WILLIAMS MARK ,  STARCHER JEREMY

    IPC: H04M1/64 ,  H04M3/42

    CPC classification number: H04M3/5158 ,  H04M3/42017 ,  H04M3/493 ,  H04M2201/10 ,  H04M2203/2027

    Abstract: A system (10) directs action based on distinguishing audio content received in response to placing an outbound call. The system comprises an audio signal analysis system (16) and an audio content analysis system (20). The audio signal analysis system (16) directs (18) a portion of an audio signal (14) that comprises audio content (15) to the audio content analysis system (20). The audio content analysis system (20): i) receives portions of the audio signal comprising audio content (15); and ii) directs handling (28) of the outbound call in response to detecting a characteristic (42) of the audio content. The audio content system (20): i) directs a first handling of the outbound call in response to identifying a first characteristic of the audio content; and ii) directs a second handling of the outbound call in response to identifying a second characteristic of the audio content.

    System and method for automatic call back using availability information
    25.
    发明公开
    System and method for automatic call back using availability information 审中-公开
    系统和Verfahren zum automatischenRückrufmithilfe vonVerfügbarkeitsinformationen

    公开(公告)号：EP2031850A3

    公开(公告)日：2009-03-18

    申请号：EP08102679.1

    申请日：2008-03-17

    Applicant: Mitel Networks Corporation

    Inventor： Couse, Peter Francis ,  Gray, Thomas

    IPC: H04M3/42

    CPC classification number: H04M3/42195 ,  H04L51/04 ,  H04L65/40 ,  H04M3/42314 ,  H04M3/42374 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2207/20

    Abstract: A system and method are provided for controlling execution of a call back to a called party, comprising determining availability status of the called party, evaluating compatibility of the availability status with initiating call back to the called party, and in the event the availability status is compatible with call back then initiating the call back to said called party.

    Abstract translation: 提供了一种用于控制对被叫方的回叫执行的系统和方法，包括：确定被叫方的可用性状态，评估可用性状态与发起呼叫的被叫方的兼容性，以及在可用性状态为 与回叫兼容，然后发起呼叫回所述被叫方。

    METHOD AND SYSTEM FOR MODIFYING ROUTING INFORMATION ASSOCIATED TO A PARTY
    26.
    发明申请
    METHOD AND SYSTEM FOR MODIFYING ROUTING INFORMATION ASSOCIATED TO A PARTY 审中-公开
    用于修改与一方相关的路由信息​​的方法和系统

    公开(公告)号：WO2009082804A1

    公开(公告)日：2009-07-09

    申请号：PCT/CA2007/002364

    申请日：2007-12-27

    Applicant: BCE INC. ,  ARSENAULT, Jonathan Allan ,  WOLF, Eric John ,  MERCIER, Denis

    Inventor： ARSENAULT, Jonathan Allan ,  WOLF, Eric John ,  MERCIER, Denis

    IPC: H04M3/42 ,  H04M3/436 ,  H04M3/54 ,  H04Q3/00

    CPC classification number: H04Q3/66 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/4217 ,  H04M3/42263 ,  H04M3/42348 ,  H04M3/436 ,  H04M3/44 ,  H04M3/54 ,  H04M2201/10

    Abstract: A method and system implemented by a network entity. The method comprising accessing communication routing information associated to a party. The communication routing information being indicative of at least a first termination device to which incoming communications for the party are to be routed. The method further comprises monitoring at least one of location information, presence information and behavior information associated to the party and processing the communication routing information and the at least one of the location information, presence information and behavior information at least in part on the basis of modification information in an attempt to determine the suitability of modifying the communication routing information. When it is determined that the communication routing information is suitable for modification, causing the party to be advised.

    Abstract translation: 由网络实体实现的方法和系统。 该方法包括访问与一方相关联的通信路由信息。 所述通信路由信息指示至少第一终端设备，对于所述一方的进入通信将被路由到所述第一终端设备。 该方法还包括至少部分地基于以下方式来监视与该方相关联的位置信息，存在信息和行为信息中的至少一个，以及处理通信路由信息和至少一个位置信息，呈现信息和行为信息 修改信息以试图确定修改通信路由信息的适用性。 当确定通信路由信息适于修改时，导致该方被通知。

    METHOD AND SYSTEM FOR SUPPORTING RENDEZVOUS BASED INSTANT GROUP CONFERENCING AMONG MOBILE USER
    28.
    发明申请
    METHOD AND SYSTEM FOR SUPPORTING RENDEZVOUS BASED INSTANT GROUP CONFERENCING AMONG MOBILE USER 审中-公开
    用于支持基于移动用户的基于固定组的实时组的方法和系统

    公开(公告)号：WO2003101078A1

    公开(公告)日：2003-12-04

    申请号：PCT/US2003/014190

    申请日：2003-05-07

    Applicant: TELTIER TECHNOLOGIES, INC. ,  BHATIA, Randeep ,  LOBO, Jorge ,  VENKATESH, Guda

    Inventor： BHATIA, Randeep ,  LOBO, Jorge ,  VENKATESH, Guda

    IPC: H04M3/42

    CPC classification number: H04M3/42374 ,  G06Q10/109 ,  H04M3/56 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2203/2011 ,  H04M2203/5063 ,  H04M2207/18 ,  H04W4/08

    Abstract: A method and a system (10) for supporting rendezvous based instant group conferencing among mobile users allows a conference originator to initiate and setup instant group conferencing to a set of participants even when the participants may not be immediately available to commit to the conference call at the time of its initiation. All negotiations for obtaining commitments from the participants are performed by the system (10), thus relieving the originator of the time consuming task of negotiating with the participants. The system (10) automatically decides as to when to actually dial out to the participants to setup the conference call after obtaining commitment from all (or a quorum of) required participants.

    Abstract translation: 一种用于在移动用户之间支持基于会合的即时群会议的方法和系统（10）允许会议始发者发起并设置即时组会议到一组参与者，即使当参与者可能不能立即可用于提交到电话会议 其启动的时间。 所有从参与者获得承诺的谈判都是由系统（10）执行的，从而缓解了发起人与参与者谈判的耗时的任务。 系统（10）在获得所有参与者（或法定人数）的承诺之后，自动决定何时实际拨出给参与者设置电话会议。

    METHODS AND SYSTEMS FOR PROPAGATING STATISTICS BETWEEN FEDERATED CONTACT CENTER SITES USING PROXY DATA SERVERS
    29.
    发明公开
    METHODS AND SYSTEMS FOR PROPAGATING STATISTICS BETWEEN FEDERATED CONTACT CENTER SITES USING PROXY DATA SERVERS 有权
    方法和系统的统计数据之间联盟联系人中心网站代理数据服务器的基本分布

    公开(公告)号：EP2243253A1

    公开(公告)日：2010-10-27

    申请号：EP08867567.3

    申请日：2008-12-22

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： FEDOROV, Sergey, I. ,  RISTOCK, Herbert, Willi Artur

    IPC: H04L12/26 ,  H04M3/523 ,  H04L29/08

    CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

    Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

    Abstract translation: 路由系统包括路由器，耦合到所述路由器统计服务器（Stat的服务器），接收，处理和相关的事件处理，并提供信息关于由路由器路由情报使用的统计存储统计数据，和一个第一代理数据 服务器耦合到所述统计服务器和第二代理服务器的数据在通过网络的远程呼叫中心。 在DASS的特征在于该系统死Stat的服务器接收事件统计关于本地队列，并通过耦接第一和第二代理的数据服务器，事件统计关于远程队列，提供确定性的地雷相关的统计信息的路由器的信息，和所述路由器 路线传入事件到本地队列或基于所提供的信息的远程队列。

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