公开(公告)号：EP1664980A2

公开(公告)日：2006-06-07

申请号：EP04780599.9

申请日：2004-08-10

Applicant: Cisco Technology, Inc.

Inventor： SHAFFER, Shmuel ,  KHOURI, Joseph, F. ,  SARKAR, Shantanu ,  PATEL, Labhesh

IPC: G06F1/00

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.

公开(公告)号：EP2005722B1

公开(公告)日：2016-10-19

申请号：EP07755041.6

申请日：2007-04-04

Applicant: Cisco Technology, Inc.

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

IPC: H04M3/42 ,  H04M3/487 ,  G06Q10/10 ,  H04M3/533

CPC classification number: H04M3/487 ,  G06Q10/109 ,  H04M3/4211 ,  H04M3/53391 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/52 ,  H04M2203/2044 ,  H04M2203/2072 ,  H04M2203/353 ,  H04M2203/4509

公开(公告)号：EP2055088B1

公开(公告)日：2013-01-09

申请号：EP07811156.4

申请日：2007-08-07

Applicant: Cisco Technology, Inc.

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

IPC: H04N7/15 ,  H04M3/42

CPC classification number: H04N7/15

公开(公告)号：EP1864265B1

公开(公告)日：2010-12-29

申请号：EP06739488.2

申请日：2006-03-24

Applicant: Cisco Technology, Inc.

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

IPC: G08B1/08 ,  G08B13/14

CPC classification number: G06K17/0022 ,  G06K2017/0051 ,  G06Q10/08 ,  G06Q10/087 ,  G06Q50/30

Abstract: An active or dynamic RFID tag (306, 312, 318, 360, 500) that actively provides current status information regarding a particular item, and mechanisms for recognizing dynamic RFID information read from such RFID tag. Static identifying information regarding the particular item is provided either by the same active/dynamic RFID tag or by a different passive RFID tag (320). The actively provided status information corresponds to changes in the item's status (608). Active RFID tags are positioned next to one or more components (304, 310, 316) within a system (300) so that each active RFID tag is powered and transmitting its information only when its corresponding component is operational; i.e., the active RFID tag either transmits or fails to transmit based on its component's status state. An RFID reader (700, 800) can then know that a system has a failing component when the component's corresponding active RFID tag is not transmitting its RFID information.

公开(公告)号：EP2008434A2

公开(公告)日：2008-12-31

申请号：EP07754784.2

申请日：2007-04-04

Applicant: Cisco Technology, Inc.

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

IPC: H04M1/64

CPC classification number: H04M3/53383 ,  H04M2203/303 ,  H04M2203/4554

Abstract: In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.

公开(公告)号：EP1977208A2

公开(公告)日：2008-10-08

申请号：EP07716244.4

申请日：2007-01-03

Applicant: Cisco Technology, Inc.

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

IPC: G01L15/00

CPC classification number: G06Q10/107 ,  G10L13/00

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：EP1946532A2

公开(公告)日：2008-07-23

申请号：EP06816534.9

申请日：2006-10-06

Applicant: Cisco Technology, Inc.

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

IPC: H04M3/00

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.

公开(公告)号：EP1882357A1

公开(公告)日：2008-01-30

申请号：EP06770592.1

申请日：2006-05-18

Applicant: Cisco Technology, Inc.

Inventor： EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/552

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. 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: 用于在联络中心处服务呼叫者的系统和方法包括处理器子系统和包括可由处理器子系统执行的代码的一个或多个模块。 执行调用自动呼叫分配器（ACD）协作应用程序的代码，该协作应用程序为呼叫者提供一个视觉或听觉呼叫会话历史，列出呼叫者与之进行交互的每个代理。 ACD协作应用程序还向呼叫者提供请求返回到呼叫会话历史中列出的先前代理的选项。 要强调的是，提供这个摘要是为了符合要求摘要的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 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：EP1856676A2

公开(公告)日：2007-11-21

申请号：EP06737423.1

申请日：2006-03-07

Applicant: Cisco Technology, Inc.

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

IPC: G08B13/14 ,  G06F17/00

CPC classification number: G06Q30/02

Abstract: Disclosed are methods and apparatus for methods and apparatus for automatically contacting a service center (112, 110) for one or more particular products (102, 104, 122, 124), as well as contacting other types of entities with respect to any type of item. In a first embodiment, each item includes a radio frequency identification (RFID) of the particular products that is used to automatically contact a service center or the like (210). In a second embodiment, the RFID of the particular product is automatically sent to the service center or the like (214). In the first embodiment, the RFID of each product contains contact information, such as a 1-800 telephone number, a URL address, or email address, for a particular service center or the like. In one implementation, an RFID reader (104) is coupled with a communication device, such as a telephone or computer device, and the user uses the RFID reader to scan an RFID of a particular item (e.g., a malfunctioning product) (206). The relevant service center or the like is then contacted based on the RFID scan (210). For example, the user is connected to an agent at the relevant service center via a telephone or computer network. In the second embodiment, when a service center (or the like) needs RFID tag data for a particular item, a user may select a 'send' option (e.g., on the communication device or reader) to have such RFID tag data automatically transmitted to the service center or the like (214).

公开(公告)号：EP1530870A1

公开(公告)日：2005-05-18

申请号：EP03793036.9

申请日：2003-08-12

Applicant: Cisco Technology, Inc.

Inventor： SHAFFER, Shmuel ,  PATEL, Labhesh ,  SARKAR, Shantanu

IPC: H04M7/00 ,  H04M3/22 ,  H04L29/06 ,  H04L29/14

CPC classification number: H04L65/1043 ,  H04L29/06027 ,  H04L65/103 ,  H04L65/104 ,  H04L65/1083 ,  H04L65/604 ,  H04M3/2254 ,  H04M7/006 ,  H04M7/1295 ,  H04M2207/203

Abstract: The present invention provides a system and method for providing fault tolerant IP services that includes establishing a first communication session between an originating telephony device and an application server, through a primary call manager. Failure of the primary call manager may be detected. A second communication session between the application server and a destination telephony device may be established via a back-up call manager. The first communication and the second communication session may be coupled at the application server to establish two-way communication between the originating telephony device and the destination telephony device.