公开(公告)号：WO2005022298A3

公开(公告)日：2006-06-22

申请号：PCT/US2004025792

申请日：2004-08-10

Applicant: CISCO TECH INC ,  SHAFFER SHMUEL ,  KHOURI JOSEPH F ,  SARKAR SHANTANU ,  PATEL LABHESH

Inventor： SHAFFER SHMUEL ,  KHOURI JOSEPH F ,  SARKAR SHANTANU ,  PATEL LABHESH

IPC: H04M3/523 ,  H04M3/00

CPC classification number: H04M3/5231 ,  H04M3/42365

Abstract: A method for utilizing proxy designation in a call system includes receiving a call from a first user (60) over a first connection with a first endpoint (62a-62d) of the first user (60). The method includes receiving a proxy designation from the first user (60). The proxy designation comprises a proxy user designated to handle the call for the first user (60). The method also includes establishing a second connection with the proxy user and detecting the presence of the proxy user over the second connection.

Abstract translation: 一种在呼叫系统中利用代理指定的方法包括通过与第一用户（60）的第一端点（62a-62d）的第一连接来接收来自第一用户（60）的呼叫。 该方法包括从第一用户（60）接收代理指定。 代理指定包括被指定为处理对第一用户的呼叫的代理用户（60）。 该方法还包括建立与代理用户的第二连接并且通过第二连接来检测代理用户的存在。

公开(公告)号：WO2007142717A3

公开(公告)日：2008-12-04

申请号：PCT/US2007006970

申请日：2007-03-20

Applicant: CISCO TECH 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: H04L12/28 ,  G06F17/00 ,  G06Q10/00 ,  H04L12/26 ,  H04M3/00

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 (15) and a ticket dispenser(17) 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

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。 该系统包括与ACD耦合的ACD（15）和售票机（17）。 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

公开(公告)号：WO2007115338A3

公开(公告)日：2008-08-07

申请号：PCT/US2007066120

申请日：2007-04-06

Applicant: CISCO TECH INC ,  PATEL LABHESH ,  KUMAR SANJEEV ,  CHIRPUTKAR ASHISH S ,  PEARCE CHRISTOPHER E

Inventor： PATEL LABHESH ,  KUMAR SANJEEV ,  CHIRPUTKAR ASHISH S ,  PEARCE CHRISTOPHER E

IPC: G10L15/00

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：WO2007146084A3

公开(公告)日：2008-05-15

申请号：PCT/US2007013451

申请日：2007-06-06

Applicant: CISCO TECH INC ,  SHAFFER SHMUEL ,  JAIN MUKUL ,  KUMAR SANJEEV ,  PATEL LABHESH

Inventor： SHAFFER SHMUEL ,  JAIN MUKUL ,  KUMAR SANJEEV ,  PATEL LABHESH

IPC: H04M1/64

CPC classification number: H04M3/53366 ,  H04M3/385 ,  H04M2201/39 ,  H04M2201/41 ,  H04M2203/4554

Abstract: Techniques and systems for recalling voicemail messages from remote voicemail systems are disclosed. In one embodiment, a method for recalling a voicemail message from a target mailbox can include: accessing a voicemail system by a caller using a device; authenticating the caller using speaker verification; and deleting the voicemail message from the target mailbox. The target mailbox owner can be a member of the voicemail system, while the caller can be a non-member of that voicemail system. The device may be configured to support a telephony user interface (TUI), for example.

Abstract translation: 公开了用于从远程语音邮件系统调用语音邮件消息的技术和系统。 在一个实施例中，用于从目标邮箱调用语音邮件消息的方法可以包括：由呼叫者使用设备访问语音邮件系统; 使用说话人验证认证来电者; 并从目标邮箱中删除该语音邮件消息。 目标邮箱所有者可以是语音邮件系统的成员，而呼叫者可以是该语音邮件系统的非成员。 该设备可以被配置为支持例如电话用户界面（TUI）。

公开(公告)号：WO2007103930A3

公开(公告)日：2007-12-27

申请号：PCT/US2007063403

申请日：2007-03-06

Applicant: CISCO TECH INC ,  SHAFFER SHMUEL ,  KUMAR SANJEEV ,  PATEL LABHESH ,  JAIN MUKUL

Inventor： SHAFFER SHMUEL ,  KUMAR SANJEEV ,  PATEL LABHESH ,  JAIN MUKUL

IPC: 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: 公开了用于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出第一等待时间，该第一等待时间对应于在代理可用于应答电话呼叫之前预期经过的第一估计时间长度。 组合多个消息元素以创建具有与第一等待时间大致相等的长度的消息，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。 如果所更新的估计时间长度不同于第一估计时间长度，则在回放期间将消息修改为具有大约等于第二等待时间的长度。 在各种实施例中，可以连续计算第二等待时间，并且可以在回放期间连续修改消息。

公开(公告)号：WO2007127650A2

公开(公告)日：2007-11-08

申请号：PCT/US2007066837

申请日：2007-04-18

Applicant: CISCO TECH INC ,  PATEL LABHESH ,  SHAFFER SHMUEL ,  GATZKE ALAN ,  JAIN MUKUL

Inventor： PATEL LABHESH ,  SHAFFER SHMUEL ,  GATZKE ALAN ,  JAIN MUKUL

IPC: G06F15/16

CPC classification number: G06Q10/107 ,  G06Q30/02 ,  G06Q30/0269 ,  G06Q40/04

Abstract: A method and an apparatus for inserting an included message into an e-mail message, wherein the e-mail message is transferred through a unified messaging solution have been provided. In one embodiment, the unified messaging solution detects transmission of a voice mail message as the e-mail attachment. The voice mail message is received by a system that facilitates the transfer of the e-mail message. The system associates the included message with the voice mail message. The included message is inserted into the e-mail message. The system sends the e-mail message along with the included message and the attached voice mail message to an intended user. In a preferred embodiment, the included message is an advertising message.

Abstract translation: 已经提供了一种用于将包括的消息插入到电子邮件消息中的方法和装置，其中通过统一消息传送解决方案传送电子邮件消息。 在一个实施例中，统一消息收发解决方案检测到语音邮件消息作为电子邮件附件的传输。 语音邮件消息由便于传送电子邮件消息的系统接收。 系统将包含的消息与语音邮件消息相关联。 包含的消息被插入到电子邮件中。 系统将电子邮件消息与附带的消息和附加的语音邮件消息一起发送给预定的用户。 在优选实施例中，所包括的消息是广告消息。

公开(公告)号：WO2007008613A3

公开(公告)日：2007-04-12

申请号：PCT/US2006026400

申请日：2006-07-06

Applicant: CISCO TECH INC ,  LEE JOHNNY ,  PATEL LABHESH ,  LEE DAVID ,  JABBOUR FADI

Inventor： LEE JOHNNY ,  PATEL LABHESH ,  LEE DAVID ,  JABBOUR FADI

IPC: G06F9/46

CPC classification number: G06Q10/109 ,  G06Q10/02 ,  G06Q10/025 ,  G06Q10/06311

Abstract: A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.

Abstract translation: 第一台设备收到列出共享任务的模板。 该模板也被并行分布到多个其他设备。 当接收到指示已经执行动作的信息时，在第一设备处以及在其他设备处更新模板以指示动作已经被执行。

公开(公告)号：WO2005104446A3

公开(公告)日：2006-11-02

申请号：PCT/US2005007433

申请日：2005-03-07

Applicant: CISCO TECH INC ,  SHAFFER SHMUEL ,  PATEL LABHESH ,  JENNINGS CULLEN F

Inventor： SHAFFER SHMUEL ,  PATEL LABHESH ,  JENNINGS CULLEN F

IPC: G06F15/173 ,  H04L12/28 ,  H04L29/08

CPC classification number: H04L67/24

Abstract: In one embodiment, a method for presence-based management in a communication network includes, using IM, discovering one or more network devices in a communication network. The network devices couple two or more endpoints (18) to each other and enable communication between a first one of the endpoints (18) and one or more second ones of the endpoints (18). The method also includes, using IM, obtaining presence information (28) on the discovered network devices from the discovered network devices and, using the presence information (28) on the discovered network devices from the discovered network devices, maintaining presence data associated with the discovered network devices.

Abstract translation: 在一个实施例中，在通信网络中用于基于在线的管理的方法包括使用IM发现通信网络中的一个或多个网络设备。 网络设备将两个或多个端点（18）彼此耦合，并使能端点（18）中的第一端点与端点（18）中的一个或多个第二端点之间的通信。 该方法还包括使用IM从所发现的网络设备获得在所发现的网络设备上的存在信息（28），并且使用来自所发现的网络设备的发现的网络设备上的呈现信息（28）来维护与 发现网络设备。

公开(公告)号：WO2006096431A2

公开(公告)日：2006-09-14

申请号：PCT/US2006007336

申请日：2006-02-27

Applicant: CISCO TECH 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: G08B13/14 ,  G08B1/08 ,  G08B23/00 ,  G08B25/00

CPC classification number: G08B21/02 ,  G07C9/00111 ,  G08B3/1083 ,  G08B7/06 ,  G08B13/2462 ,  G08B25/016 ,  G08B25/14

Abstract: The present invention includes methods and devices for locating emergency service providers during emergency operations. According to some implementations, radio frequency identification ("RFID") tags are positioned at various locations throughout a building. Building locations can be determined from the RFID tags . Emergency service providers may be equipped with a portable device that includes at least one RFID reader for reading the RFID tags. Some implementations involve transmitting the RFID tag data to a control center from which the emergency services are coordinated. The emergency service workers' current and prior locations can be determined by the portable devices and/or at the control center.

Abstract translation: 本发明包括用于在紧急操作期间定位紧急服务提供者的方法和设备。 根据一些实施方案，射频识别（“RFID”）标签位于整个建筑物的各个位置。 建筑物位置可以从RFID标签确定。 紧急服务提供商可以配备有至少一个用于读取RFID标签的RFID读取器的便携式设备。 一些实现涉及将RFID标签数据发送到控制中心，紧急服务从该中心起协调。 紧急服务人员的当前和之前的位置可由便携式设备和/或控制中心确定。

公开(公告)号：WO2005117410A3

公开(公告)日：2006-08-24

申请号：PCT/US2005013676

申请日：2005-04-21

Applicant: CISCO TECH INC ,  LEE JOHNNY H ,  CRUZ ARISTOTLE H ,  JABBOUR FADI R ,  LEE DAVID C ,  PATEL LABHESH

Inventor： LEE JOHNNY H ,  CRUZ ARISTOTLE H ,  JABBOUR FADI R ,  LEE DAVID C ,  PATEL LABHESH

IPC: H04M11/10 ,  H04L12/58 ,  H04L29/08

CPC classification number: H04L67/24 ,  H04L51/04 ,  H04M11/10

Abstract: A method for communicating a reminder message includes establishing a first connection between a user and a reminder center. The method includes communicating, from the user to the reminder center, a reminder time. The method also includes scheduling a reminder message at the reminder center, and terminating the first connection between the user and the reminder center. The method includes selecting, at the reminder center, a preferred endpoint associated with the user, from a plurality of endpoints associated with the user. The method also includes attempting to establish a second connection between the user and the reminder center, using the preferred endpoint associated with the user, at approximately the reminder time, and communicating the reminder message from the reminder center to the user.

Abstract translation: 用于传达提醒消息的方法包括建立用户和提醒中心之间的第一连接。 该方法包括从用户向提醒中心传送提醒时间。 该方法还包括在提醒中心处调度提醒消息，并终止用户和提醒中心之间的第一连接。 该方法包括在提醒中心从与用户相关联的多个端点中选择与用户相关联的优选端点。 该方法还包括尝试在大约提醒时间使用与用户相关联的优选端点在用户和提醒中心之间建立第二连接，以及将提醒消息从提醒中心传送给用户。