公开(公告)号：WO2007142717A2

公开(公告)日：2007-12-13

申请号：PCT/US2007/006970

申请日：2007-03-20

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F. ,  SHAFFER, Schmuel

Inventor： PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F. ,  SHAFFER, Schmuel

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5236 ,  H04M3/5238

Abstract: A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket dispenser coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract translation: 用于处理从最终用户接收的服务请求的系统，包括电话呼叫者和实际存在于分支机构或商店的人员。 该系统包括ACD和与ACD耦合的售票机。 售票机可操作以首先向在分支或存储处请求服务的每个人分配具有标识符的票，然后将该标识符电子地传达给ACD。 ACD包括一个或多个队列来订购从电话呼叫者和标识符接收的呼叫。 ACD根据算法将呼叫或个人路由到可用代理。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

公开(公告)号：WO2007115338A2

公开(公告)日：2007-10-11

申请号：PCT/US2007/066120

申请日：2007-04-06

Applicant: CISCO TECHNOLOGY, INC., ET AL. ,  PATEL, Labhesh ,  KUMAR, Sanjeev ,  CHIRPUTKAR, Ashish S. ,  PEARCE, Christopher E.

Inventor： PATEL, Labhesh ,  KUMAR, Sanjeev ,  CHIRPUTKAR, Ashish S. ,  PEARCE, Christopher E.

IPC: H04M1/64

CPC classification number: H04M3/493 ,  H04M1/72555 ,  H04M7/0036 ,  H04M2201/20

Abstract: A method and system is described to provide data to an Interactive Voice Response (IVR) System. The method may comprise accessing an image communicated from a voice-communication device and communicating the image to an optical character recognition (OCR) module. Thereafter, data extracted from the image by the OCR module may be accessed and communicated for use in one or more IVR processes. The extracted data may be communicated to the device and confirmation that the extracted data corresponds to data in the image may be monitored. For example, the method may discover capabilities of the device to identify different communication options to communicate the image from the device. The options may be communicated to the device for presentation to a user. Upon receiving an indication of an option selected by the user, the IVR system may be configured to allow receipt of the image via the user selected option.

Abstract translation: 描述了一种方法和系统来向交互式语音响应（IVR）系统提供数据。 该方法可以包括访问从语音通信设备传送的图像并将图像传送到光学字符识别（OCR）模块。 此后，可通过OCR模块从图像提取的数据被访问并传送以用于一个或多个IVR处理。 提取的数据可以被传送到设备，并且可以监视提取的数据对应于图像中的数据的确认。 例如，该方法可以发现设备的能力来识别用于从设备传送图像的不同通信选项。 可以将选项传送到设备以呈现给用户。 在接收到由用户选择的选项的指示时，IVR系统可以被配置为允许经由用户选择的选项接收图像。

公开(公告)号：WO2007103930A2

公开(公告)日：2007-09-13

申请号：PCT/US2007/063403

申请日：2007-03-06

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  KUMAR, Sanjeev ,  PATEL, Labhesh ,  JAIN, Mukul

Inventor： SHAFFER, Shmuel ,  KUMAR, Sanjeev ,  PATEL, Labhesh ,  JAIN, Mukul

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  H04M3/4938 ,  H04M3/5238

Abstract: Methods and systems for providing dynamic messages to callers on hold are disclosed. In one such method, a telephone call is received into a queue and a first wait time is calculated which corresponds to a first estimated length of time expected to elapse before an agent is available to answer the telephone call. A plurality of message elements are assembled to create a message having a length approximately equal to the first wait time, and playback of the message is initiated. A second wait time is calculated during the playback of the message. The message is modified during playback to have a length approximately equal to the second wait time if the updated estimated length of time is different than the first estimated length of time. In various embodiments, the second wait time may be continuously calculated and the message may be continuously modified during playback.

Abstract translation: 公开了向保持呼叫者提供动态消息的方法和系统。 在一种这样的方法中，电话呼叫被接收到队列中，并且计算第一等待时间，其对应于在代理可用于应答电话呼叫之前期望经过的第一估计的时间长度。 组合多个消息元素以创建具有大约等于第一等待时间的长度的消息，并且启动消息的回放。 在播放消息期间计算第二个等待时间。 如果更新的估计时间长度不同于第一估计的时间长度，则在回放期间修改消息以具有大约等于第二等待时间的长度。 在各种实施例中，可以连续地计算第二等待时间，并且可以在播放期间连续修改消息。

公开(公告)号：WO2007092068A2

公开(公告)日：2007-08-16

申请号：PCT/US2006/045174

申请日：2006-11-22

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F.

Inventor： PATEL, Labhesh ,  KUMAR, Sanjeev ,  JAIN, Mukul ,  KHOURI, Joseph, F.

CPC classification number: G06Q10/107 ,  H04L51/066 ,  H04L51/36 ,  H04M3/53333 ,  H04M2203/355 ,  H04M2203/4509

Abstract: A unified messaging system for an enterprise includes a messaging module operable to store a message sent by a first user to a second user in a first media type, and to deliver the message to the second user in either the first type or a second media type. A natural language speech parsing (NLSP) module coupled with the messaging module is operable to detect an actionable item contained within the message, the messaging module dynamically modifying a response menu to include an option corresponding to the actionable item, and then presenting the modified response menu to the second user concurrent with or following delivery of the message. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract translation: 用于企业的统一消息系统包括消息传送模块，其可操作以将第一用户发送的消息以第一媒体类型存储到第二用户，并且以第一类型或第二媒体类型将消息传递给第二用户 。 与消息传递模块耦合的自然语言语音解析（NLSP）模块可操作以检测包含在消息内的可操作项目，消息传递模块动态修改响应菜单以包括对应于可操作项目的选项，然后呈现修改后的响应 到第二个用户的菜单，同时发送或在发送消息之后。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

公开(公告)号：WO2007087120A3

公开(公告)日：2007-08-02

申请号：PCT/US2007/000077

申请日：2007-01-03

Applicant: CISCO TECHNOLOGY, INC. ,  KUMAR, Sanjeev ,  PATEL, Labhesh ,  KHOURI, Joseph ,  JAIN, Mukul

Inventor： KUMAR, Sanjeev ,  PATEL, Labhesh ,  KHOURI, Joseph ,  JAIN, Mukul

IPC: G01L15/00

Abstract: Multiple authors' voices can be used in a text-to-speech (TTS) conversion of an email thread so that each part of the thread is read in that author's voice. A tag is used to identify which text portion corresponds to which author. Voice characteristics can be originated from an author's sending device or can be centrally stored in a voice characteristic database at a unified messaging server and provided to a recipient of the email thread. A similar approach can be used in a single document such as a change tracked document that is being edited by multiple authors. The different voice characteristics of authors corresponding to different parts of the document can be accessed for TTS conversion so that a person listening on an audio device (e g, phone, VoIP phone, cell phone, etc ) can identify the author of a specific part without the use of text or other displayed information.

公开(公告)号：WO2007058714A2

公开(公告)日：2007-05-24

申请号：PCT/US2006/039367

申请日：2006-10-06

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  PATEL, Labhesh ,  JAIN, Mukul ,  CABALLERO-MC CANN, Denise, G.

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh ,  JAIN, Mukul ,  CABALLERO-MC CANN, Denise, G.

IPC: H04M3/42

CPC classification number: H04M3/4286 ,  H04M7/0045

Abstract: A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.

Abstract translation: 一种用于提供驻留保持服务的方法，包括检测第一用户和第二用户之间的保持状态，并通过将呼叫置于保持状态来建立呼叫保持。 该方法还包括接收来自第二用户的请求，以驻留在呼叫保持状态并且在呼叫保持期间监视第一用户的状态。 该方法还包括接收第一用户可用于继续与第二用户通信的指示，并且通知第二用户第一用户可用于继续与第二用户的通信。

公开(公告)号：WO2007037891A2

公开(公告)日：2007-04-05

申请号：PCT/US2006/033707

申请日：2006-08-28

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  KUMAR, Sanjeev ,  SHAFFER, Shmuel ,  JAIN, Mukul

Inventor： PATEL, Labhesh ,  KUMAR, Sanjeev ,  SHAFFER, Shmuel ,  JAIN, Mukul

IPC: H04M11/00

CPC classification number: H04M1/7255 ,  G10L13/00 ,  H04M1/2474 ,  H04M1/2535 ,  H04M1/72552 ,  H04M1/72588 ,  H04M3/533 ,  H04M2201/39

Abstract: A method and voice communicator to provide a voice communication is described. The method may include identifying text to be communicated and automatically processing the text to generate an audio equivalent of the text. For example, the text may be scraped from a web page. The method may include identifying an intended recipient of the audio equivalent and thereafter communicating the audio equivalent as a telephone communication (e.g., a voice mail message in a voice mailbox). Thus, identifying the intended recipient may include requesting a telephone number of a sender (caller) of the voice communication. In an embodiment, the method comprises monitoring selection by a user of a contact list available on the voice communicator wherein the contact list includes a plurality of recipient names and their associated telephone numbers. The audio equivalent is communicated to the recipient device over, for example, PSTN or VoIP network.

Abstract translation: 描述了提供语音通信的方法和语音通信器。 该方法可以包括识别要传送的文本并自动处理该文本以生成与该文本等效的音频。 例如，文本可能会从网页上被刮掉。 该方法可以包括识别音频等同物的预期接收者，并随后传送作为电话通信（例如，语音邮箱中的语音邮件消息）的音频等同物。 因此，识别预期接收者可以包括请求语音通信的发送者（呼叫者）的电话号码。 在一个实施例中，该方法包括监视用户对在语音通信器上可用的联系人列表的选择，其中该联系人列表包括多个接收者姓名及其相关联的电话号码。 等效音频通过例如PSTN或VoIP网络传送给接收设备。

公开(公告)号：WO2006127224A1

公开(公告)日：2006-11-30

申请号：PCT/US2006/016993

申请日：2006-05-01

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  SHAFFER, Shmuel ,  CABALLERO-MCCANN, Denise, G. ,  LEVY, Stephen

Inventor： PATEL, Labhesh ,  SHAFFER, Shmuel ,  CABALLERO-MCCANN, Denise, G. ,  LEVY, Stephen

IPC: H04L29/08

CPC classification number: H04L67/24 ,  H04L29/06027 ,  H04L51/04 ,  H04L51/14 ,  H04L67/306 ,  H04L67/327 ,  H04M3/42374

Abstract: A system and method for providing interactive communications includes receiving a communication from an originator destined for a persona. An identity of the persona is determined and one or more rules associated with the identity of the persona is determined. Presence information of the persona is obtained. The communication is sent to the persona in accordance with the determination of the identity of the persona, the one or more rules associated with the identity, and the presence information of the persona.

Abstract translation: 用于提供交互式通信的系统和方法包括接收来自发往人的目的地的通信。 确定角色的身份，并确定与角色的身份相关联的一个或多个规则。 获得角色的存在信息。 根据角色身份的确定，与身份相关联的一个或多个规则以及角色的存在信息，将该通信发送到角色。

公开(公告)号：WO2006115794A1

公开(公告)日：2006-11-02

申请号：PCT/US2006/013759

申请日：2006-04-11

Applicant: CISCO TECHNOLOGY, INC. ,  SHAFFER, Shmuel ,  PATEL, Labhesh ,  DARWISH, Mohammed, I.

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh ,  DARWISH, Mohammed, I.

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q10/06311

Abstract: A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.

Abstract translation: 一种用于分发呼叫的方法包括接收多个呼叫，每个呼叫用于与多个代理中的一个代理连接，并将多个呼叫中的每一个存储在队列中。 该方法包括监视多个呼叫中的每一个在队列中花费的时间并且确定第一代理可用于接收呼叫。 该方法还包括：对于在队列中花费最多时间的第一呼叫，确定第一呼叫在队列中花费的第一时间量并且确定第一时间量是否已经超过服务等级时间。 所述方法包括：如果所述第一时间量未超过所述服务等级时间，则将所述第一呼叫分配给所述第一代理。

公开(公告)号：WO2006101698A2

公开(公告)日：2006-09-28

申请号：PCT/US2006/007768

申请日：2006-03-02

Applicant: CISCO TECHNOLOGY, INC. ,  PATEL, Labhesh ,  SHAFFER, Shmuel ,  CHAHROURI, Gebran ,  SARKAR, Shantanu ,  MOON, Bruce ,  KHOURI, Joseph

Inventor： PATEL, Labhesh ,  SHAFFER, Shmuel ,  CHAHROURI, Gebran ,  SARKAR, Shantanu ,  MOON, Bruce ,  KHOURI, Joseph

IPC: G06K5/00

CPC classification number: G06F21/35

Abstract: Methods and devices are provided for automating a login process and user/device associations. A user's preferred device settings and/or functions may be provisioned automatically. Some implementations provide an automated log out or "sleep" when a user leaves one or more of the devices. Users may be automatically identified and associated. The "presence" of members of a user group may be determined as required for one or more actions to be taken. Some user groups control devices according to which members of a group may have access to certain functions, information, etc., and which may not.

Abstract translation: 提供了用于使登录过程和用户​​/设备关联自动化的方法和设备。 用户的首选设备设置和/或功能可以被自动供应。 一些实施方式提供了自动登出或“睡眠” 当用户离开一个或多个设备时。 用户可以被自动识别并关联。 “存在” 可以根据需要进行的一个或多个动作来确定用户组的成员。 一些用户组控制设备，根据哪些组员可以访问某些功能，信息等，而不可能。