公开(公告)号：US08150023B2

公开(公告)日：2012-04-03

申请号：US11246409

申请日：2005-10-07

Applicant: Mark Williams ,  Jeremy Starcher

Inventor： Mark Williams ,  Jeremy Starcher

IPC: H04M3/00

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

Abstract: A system directs action based on distinguishing audio content received in response to placing an outbound call. The system comprises an audio signal analysis system and an audio content analysis system. The audio signal analysis system directs a portion of an audio signal that comprises audio content to the audio content analysis system. The audio content analysis system: i) receives portions of the audio signal comprising audio content; and ii) directs handling of the outbound call in response to detecting a characteristic of the audio content. The audio content system: 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. The first handling of the outbound call may be directed in response to identifying a characteristic of the audio content associated with recorded content and the second handling of the outbound call is directed in response to identifying a characteristic of the audio content associated with real time spoken audio.

Abstract translation: 系统基于响应于发出出站呼叫而接收到的区分音频内容来引导动作。 该系统包括音频信号分析系统和音频内容分析系统。 音频信号分析系统将包括音频内容的音频信号的一部分引导到音频内容分析系统。 音频内容分析系统：i）接收包括音频内容的音频信号的部分; 以及ii）响应于检测到所述音频内容的特征而指示所述出站呼叫的处理。 所述音频内容系统：i）响应于识别所述音频内容的第一特征，引导所述出站呼叫的第一处理; 以及ii）响应于识别音频内容的第二特征，引导出站呼叫的第二处理。 可以响应于识别与记录的内容相关联的音频内容的特性来指示出站呼叫的第一次处理，并且响应于识别与实时语音相关联的音频内容的特性来引导出站呼叫的第二处理 。

公开(公告)号：US20080317232A1

公开(公告)日：2008-12-25

申请号：US11766368

申请日：2007-06-21

Applicant: Peter Francis Couse ,  Thomas A. Gray

Inventor： Peter Francis Couse ,  Thomas A. Gray

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: 提供了一种系统和方法，用于控制对被叫方的回叫执行，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，然后发起回呼叫所述被叫方。

公开(公告)号：US20050276277A1

公开(公告)日：2005-12-15

申请号：US11034959

申请日：2005-01-13

Applicant: Joshua Pace

Inventor： Joshua Pace

IPC: H04J1/16 ,  H04J3/14 ,  H04J3/16 ,  H04J3/22 ,  H04L1/00 ,  H04L12/26 ,  H04M3/42 ,  H04M3/436 ,  H04W4/16 ,  H04Q7/00

CPC classification number: H04W4/24 ,  H04M3/42059 ,  H04M3/436 ,  H04M2201/10 ,  H04M2203/2072 ,  H04M2215/2026 ,  H04M2215/32 ,  H04W4/16

Abstract: A method and system forming a buffer or filter between a user and a petitioner seeking access to a user. The method may include providing a database. In the database may be stored names of petitioners. Each name may be coupled to a value selected from a rating scale. Each value may characterize the petitioner to which the corresponding name applies. A processor may receive a request for access or petition (e.g. telephone call, facsimile, e-mail, letter, advertizement, etc.) from the petitioner. Executables operable on the processor may extract a name (e.g. indication of source) from the petition, retrieve from the database the value coupled to the name, and grant privileges to the petitioner according to the value. Petitioners having values high on the rating scale may be given greater privileges that petitioners having values low on the rating scale.

Abstract translation: 在用户和请求者之间形成缓冲器或过滤器的方法和系统，寻求对用户的访问。 该方法可以包括提供数据库。 在数据库中可能存储请愿人姓名。 每个名称可以耦合到从评级量表中选择的值。 每个值可以表征适用相应名称的请愿者。 处理器可以从请愿者接收访问或请求（例如电话呼叫，传真，电子邮件，信件，广告等）的请求。 在处理器上可操作的可执行程序可以从请求中提取名称（例如，源的指示），从数据库检索耦合到该名称的值，并根据该值向请愿者授予权限。 请求者在评级量表上具有较高价值的申请人可能获得更大的特权，请愿者在评级量表上具有较低的价值。

公开(公告)号：US06742061B1

公开(公告)日：2004-05-25

申请号：US10245053

申请日：2002-09-16

Applicant: Tino Hellberg

Inventor： Tino Hellberg

IPC: G06F506

CPC classification number: G06F1/324 ,  G06F1/1632 ,  G06F1/3203 ,  H04M1/72527 ,  H04M2201/10 ,  Y02D10/126

Abstract: Disclosed is an interface (10, 40) between a master device (30) and a slave device (20). The interface includes a bit serial bidirectional signal line (10A) for conveying commands and associated data from the master device to the slave device, and for conveying a reset signal, an interrupt signal, and a learning sequence signal for specifying a duration of a bit time for data transferred from the slave device to the master device. The bit serial bidirectional signal line further indicates an accessory device connected/disconnected state to the master device.

公开(公告)号：US20040001446A1

公开(公告)日：2004-01-01

申请号：US10431338

申请日：2003-05-07

Inventor： Randeep Bhatia ,  Jorge Lobo ,  Guda Venkatesh

IPC: H04Q011/00

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 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, thus relieving the originator of the time consuming task of negotiating with the participants. The system 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允许会议发起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在会议呼叫时提交到电话会议 它的启动。 所有从参与者获得承诺的谈判由系统执行，从而缓解了发起人与参与者谈判的耗时任务。 系统自动决定何时实际拨出给与会者，以便在获得所有参与者（或法定人数）的承诺后设置电话会议。

公开(公告)号：US2249103A

公开(公告)日：1941-07-15

申请号：US31776040

申请日：1940-02-07

Applicant: AMERICAN TELEPHONE & TELEGRAPH

Inventor： JACOB ANSPACH RUSSELL

IPC: H04L12/26

CPC classification number: H04M3/02 ,  H04L41/06 ,  H04L41/0681 ,  H04L43/0811 ,  H04M5/12 ,  H04M2201/08 ,  H04M2201/10

公开(公告)号：US10055765B2

公开(公告)日：2018-08-21

申请号：US15587159

申请日：2017-05-04

Applicant: AT&T Mobility II LLC

Inventor： Matthew Hull ,  Goshtasb Foroutan

IPC: G06Q30/00 ,  G06Q30/02

CPC classification number: G06Q30/0267 ,  G06Q30/02 ,  G06Q30/0242 ,  G06Q30/0244 ,  G06Q30/0261 ,  G06Q30/0269 ,  H04M3/42068 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2207/18

Abstract: Advertisement vendors can be dynamically selected in response to a request from a wireless communication device. A mediation router can receive an ad request from a portal interfaced with a wireless device. Specifically, the mediation router analyzes the request and dynamically selects an ad vendor to service the request, based in part on the analysis. The selected ad vendor supplies the ad and the mediation router ensures that the portal receives the ad. The mediation router selects an ad vendor in a variety of ways including, but not limited to, business decision rules or artificial intelligence and/or a combination thereof. The mediation router further employs customer profiles that help vendors target advertisements to specific consumers and wireless devices.

公开(公告)号：US09646323B2

公开(公告)日：2017-05-09

申请号：US14193622

申请日：2014-02-28

Applicant: AT&T Mobility II LLC

Inventor： Matthew Hull ,  Goshtasb Foroutan

IPC: G06Q30/00 ,  G06Q30/02 ,  H04M3/487 ,  H04M3/42

CPC classification number: G06Q30/0267 ,  G06Q30/02 ,  G06Q30/0242 ,  G06Q30/0244 ,  G06Q30/0261 ,  G06Q30/0269 ,  H04M3/42068 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2207/18

Abstract: Advertisement vendors can be dynamically selected in response to a request from a wireless communication device. A mediation router can receive an ad request from a portal interfaced with a wireless device. Specifically, the mediation router analyzes the request and dynamically selects an ad vendor to service the request, based in part on the analysis. The selected ad vendor supplies the ad and the mediation router ensures that the portal receives the ad. The mediation router selects an ad vendor in a variety of ways including, but not limited to, business decision rules or artificial intelligence and/or a combination thereof. The mediation router further employs customer profiles that help vendors target advertisements to specific consumers and wireless devices.

公开(公告)号：US20150264178A1

公开(公告)日：2015-09-17

申请号：US14727271

申请日：2015-06-01

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.

Abstract translation: 披露了在联络中心系统中对性能进行基准测试的技术。 在一个具体实施例中，这些技术可以被实现为用于在联络中心系统中对性能进行基准化的方法，包括使用基于秩的匹配或模式匹配将多个联系人的第一部分与多个代理进行配对，将剩余部分 使用随机匹配​​策略与所述多个代理进行的多个联系，以及通过将与所述多个触点的所述第一部分相关联的第一多个呼叫结果与第二多个触点进行比较来确定所述联络中心系统的第一数量的性能增益 与多个联系人的剩余部分相关联的呼叫结果。

公开(公告)号：US08935394B2

公开(公告)日：2015-01-13

申请号：US13734870

申请日：2013-01-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Federov

IPC: G06F15/173 ,  H04L12/751 ,  H04L12/24 ,  H04M3/523

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，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。