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    METHOD AND APPARATUS TO PROVIDE DATA TO AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM
    62.
    发明公开
    METHOD AND APPARATUS TO PROVIDE DATA TO AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM 有权
    方法和一种用于提供数据IVR系统

    公开(公告)号：EP2002422A4

    公开(公告)日：2011-09-07

    申请号：EP07797204

    申请日：2007-04-06

    Applicant: CISCO TECH INC

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

    IPC: H04M1/725 ,  G06K9/20 ,  G06K9/22

    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.

    DYNAMIC SPEED DIAL NUMBER MAPPING
    64.
    发明公开
    DYNAMIC SPEED DIAL NUMBER MAPPING 审中-公开
    DYNAMISCHE ABBILDUNG VON KURZWAHLNUMMERN

    公开(公告)号：EP2022242A4

    公开(公告)日：2009-10-21

    申请号：EP07815048

    申请日：2007-05-31

    Applicant: CISCO TECH INC

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

    IPC: H04M1/00 ,  H04B1/38 ,  H04Q7/14

    CPC classification number: H04M1/7258 ,  H04M1/2745 ,  H04M1/274516 ,  H04M1/7255 ,  H04M1/72552

    Abstract: A method of facilitating a telephonic response to an electronic message is described. The method includes determining at least one telephone number from a received electronic message, and assigning the determined telephone number dynamically to a button on the telephone to provide a speed dial button on the telephone. Determining the telephone number may include comparing an electronic mail address in an address field of the electronic message with a telephone directory to determine a telephone number associated with the address. If the electronic message is a text or a voice message, determining the telephone number may include parsing a body of the message to determine a telephone number, if present, which has been included into the body of the text message.

    Abstract translation: 描述了一种促进对电子消息的电话响应的方法。 该方法包括从接收到的电子消息中确定至少一个电话号码，并且将确定的电话号码动态地分配给电话上的按钮，以在电话上提供快速拨号按钮。 确定电话号码可以包括将电子消息的地址字段中的电子邮件地址与电话簿进行比较，以确定与该地址相关联的电话号码。 如果电子消息是文本或语音消息，则确定电话号码可以包括解析消息的主体以确定已被包括在文本消息正文中的电话号码（如果存在）。

    CALL CENTERS WITH IMAGE OR VIDEO BASED PRIORITY
    65.
    发明公开
    CALL CENTERS WITH IMAGE OR VIDEO BASED PRIORITY 审中-公开
    CALL-CENTER MIT BILD-ODER VIDEOBASIERTERPRIORITÄT

    公开(公告)号：EP2039143A4

    公开(公告)日：2012-02-01

    申请号：EP07810082

    申请日：2007-06-28

    Applicant: CISCO TECH INC

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

    IPC: H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/42187 ,  H04M3/42357 ,  H04M3/5232 ,  H04M7/0039 ,  H04M2201/50 ,  H04M2242/04 ,  H04M2242/14

    Abstract: Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response center (ERC) using an image/video capable communication device is queued until an agent is available for handling the call, one or more images or video may be collected from such caller by utilizing the image/video capability of the caller's communication device. The images collected from a plurality of different callers may then be sorted into different event groups. For instance, all the images/video that relate to a same emergency event, such as a traffic accident, are grouped together into a same event group. The different groups can then be prioritized for handling by an available agent. Additionally, the individual callers for each group may also be prioritized based on the collected images/video, e.g., the caller that is closest to the emergency event may be called first.

    Abstract translation: 公开了用于利用诸如蜂窝电话的特定通信设备的相机或视频能力的装置和方法，以增强诸如紧急呼叫之类的呼叫的处理。 在一个实现中，当使用具有影像/视频功能的通信设备对紧急响应中心（ERC）进行呼叫排队等待直到代理可用于处理呼叫时，可以通过以下方式从这样的呼叫者收集一个或多个图像或视频： 利用呼叫者的通信设备的图像/视频能力。 然后可以将从多个不同的呼叫者收集的图像分类成不同的事件组。 例如，与相同的紧急事件（例如交通事故）相关的所有图像/视频被分组在一起成为相同的事件组。 然后可以将不同的组优先于可用代理进行处理。 此外，基于所收集的图像/视频，也可以对每个组的各个呼叫者进行优先排序，例如，最接近紧急事件的呼叫者可以首先被调用。

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