公开(公告)号：US20130191551A1

公开(公告)日：2013-07-25

申请号：US13734870

申请日：2013-01-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Federov

IPC: H04L12/56

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.

公开(公告)号：US08494141B2

公开(公告)日：2013-07-23

申请号：US12360237

申请日：2009-01-27

Applicant: Jana H. Jenkins ,  Lloyd W. Allen, Jr. ,  Steven M. Miller

Inventor： Jana H. Jenkins ,  Lloyd W. Allen, Jr. ,  Steven M. Miller

IPC: H04M3/56

CPC classification number: H04M3/56 ,  H04M3/42059 ,  H04M2201/10

Abstract: Rules-based teleconferencing that may include receiving criteria regarding invitees to a teleconference call, generating rules based on the criteria, and generating a notification regarding the invitees to the teleconference call based on the rules. The criteria may include a quorum of a minimum number of invitees that must be in attendance at the teleconference call or a list of specific invitees required to be in attendance at the teleconference call. A processing device may include a network interface, one or more second interfaces configured to establish a connection between at least three telephones, and a controller configured to establish a teleconference call between the at least three telephones, receive criteria regarding invitees to the teleconference call, generate rules based on the criteria, and generate a notification regarding the invitees to the teleconference call based on the rules.

Abstract translation: 基于规则的电话会议，其可以包括接收关于电话会议呼叫的被邀请者的标准，基于标准生成规则，以及基于规则生成关于电话会议呼叫的受邀者的通知。 标准可能包括必须参加电话会议电话的最少受邀人数的法定人数，或需要参加电话会议电话的特定受邀者的列表。 处理设备可以包括网络接口，被配置为建立至少三个电话之间的连接的一个或多个第二接口以及被配置为在所述至少三个电话之间建立电话会议呼叫的控制器，接收关于所述电话会议呼叫的受邀者的标准， 基于条件生成规则，并根据规则生成关于电话会议呼叫的受邀者的通知。

公开(公告)号：US20130173392A1

公开(公告)日：2013-07-04

申请号：US13777111

申请日：2013-02-26

Applicant: AT&T Mobility II LLC

Inventor： Matthew Hull ,  Goshtasb Foroutan

IPC: 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.

Abstract translation: 响应于来自无线通信设备的请求，可以动态地选择广告商。 中介路由器可以从与无线设备接口的门户接收广告请求。 具体来说，中介路由器分析请求并动态地选择一个广告供应商来服务该请求，部分基于分析。 所选广告供应商提供广告，中介路由器可确保门户网站收到广告。 中介路由器以各种方式选择广告供应商，包括但不限于商业决策规则或人造智能和/或其组合。 中介路由器还采用客户简档，帮助供应商将广告指向特定消费者和无线设备。

公开(公告)号：US08050389B2

公开(公告)日：2011-11-01

申请号：US11675474

申请日：2007-02-15

Applicant: Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

Inventor： Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

IPC: H04M1/64

CPC classification number: H04M1/57 ,  H04M1/642 ,  H04M3/42059 ,  H04M3/436 ,  H04M3/527 ,  H04M3/533 ,  H04M2201/10 ,  H04M2201/36 ,  H04M2250/60

Abstract: A system for automatically selecting an outgoing message for an incoming call. In response to receiving an incoming call, a calling party is identified. The identified calling party is compared against call log data to determine that the identified calling party has previously heard a first outgoing message. In response to determining that the identified calling party has not previously heard the first outgoing message, the first outgoing message is played as a selected outgoing message for the incoming call. In response to determining that the identified calling party has previously heard the first outgoing message, a second outgoing message is played as the selected outgoing message for the incoming call. Then, the call log data is updated to identify the selected outgoing message played for the incoming call.

Abstract translation: 用于自动选择呼入呼叫的外发消息的系统。 响应于接收到来电，识别呼叫方。 将所识别的主叫方与呼叫记录数据进行比较，以确定所识别的主叫方先前已经听到了第一个传出消息。 响应于确定所识别的主叫方以前没有听到第一传出消息，第一传出消息被播放为用于呼入呼叫的选择的传出消息。 响应于确定所标识的主叫方先前已经听到第一个传出消息，第二个传出消息被播放为用于呼入呼叫的所选择的传出消息。 然后，呼叫记录数据被更新以识别为呼入呼叫播放的选择的传出消息。

公开(公告)号：US08027444B1

公开(公告)日：2011-09-27

申请号：US11700656

申请日：2007-01-30

Applicant: Geoff S. Martin ,  Jay S. Harmon ,  Jonathan R. Kindred

Inventor： Geoff S. Martin ,  Jay S. Harmon ,  Jonathan R. Kindred

IPC: H04M3/42

CPC classification number: H04M3/42017 ,  H04M2201/10 ,  H04M2203/2072

Abstract: A call tones management platform provides a facility for configuration of a user profile. The user profile specifies the circumstances under which organizational call tones (such as a call tone of an employer of the subscriber using the phone) or a personal, non-organizational tone should be rendered to a calling party. When a call is placed to the subscriber, the profile is consulted and an instruction for rendering a call tone in accordance with the profile is sent to a call tones content provider or run time site generating call tones during the time of a call. The call tones management platform implements logic for resolving potential scheduling conflicts between organizational call tones and private call tones, such as, for example, a rule in which the organizational call tone trumps personal call tones for calls are made to the subscriber telephone during business hours.

Abstract translation: 呼叫音管理平台提供用于配置用户简档的设施。 用户配置文件指定应当向主叫方呈现组织呼叫音（例如使用电话的用户的雇主的呼叫音）或个人的非组织音调的情况。 当对用户进行呼叫时，查询简档，并且在呼叫期间将根据该简档呈现呼叫音的指令发送到呼叫音内容提供商或运行时站点，产生呼叫音。 呼叫音管理平台实现用于解决组织呼叫音和私有呼叫音之间的潜在调度冲突的逻辑，例如，在营业时间内向用户电话进行组织呼叫呼叫呼叫个人呼叫音调的规则 。

公开(公告)号：US07925001B2

公开(公告)日：2011-04-12

申请号：US11603469

申请日：2006-11-22

Applicant: James Lee Knight, Jr. ,  Rodney Allen Thomson ,  William Vincent McGuire ,  Kevin J. Mendel ,  Anita Marie Tarantino

Inventor： James Lee Knight, Jr. ,  Rodney Allen Thomson ,  William Vincent McGuire ,  Kevin J. Mendel ,  Anita Marie Tarantino

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M2201/10 ,  H04M2203/401

Abstract: A system receives a request for the service. The system selects an agent to deliver the service, based on an evaluation of the agent. In response to the request for service, the system evaluates the service delivered by the agent after the agent has delivered the service, and updates the evaluation of the service of the agent.

Abstract translation: 系统接收到该服务的请求。 系统根据代理人的评估选择代理来提供服务。 响应于服务请求，系统评估代理交付服务后由代理提供的服务，并更新代理服务的评估。

公开(公告)号：US20100111286A1

公开(公告)日：2010-05-06

申请号：US12266446

申请日：2008-11-06

Applicant: Zia CHISHTI

Inventor： Zia CHISHTI

IPC: H04M5/00

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

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20090319329A1

公开(公告)日：2009-12-24

申请号：US12134601

申请日：2008-06-06

Applicant: Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

Inventor： Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

IPC: G06Q30/00 ,  G06Q10/00 ,  G06Q50/00

CPC classification number: H04L67/306 ,  G06Q30/02 ,  G06Q30/0255 ,  G06Q30/0261 ,  G06Q30/0267 ,  G06Q30/0269 ,  H04L67/025 ,  H04L67/22 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2201/36

Abstract: A targeted-content-message-related profile for use with wireless access terminals (W-ATs) may be generated by one or more usage-related rules on the W-AT itself. The usage generate rules may be used by the W-AT to generate a user profile, with the usage-related rule providing a dynamic property to the user profile. All or part of the user profile may then be used as a targeted-content-message-related profile for targeting content messages.

Abstract translation: 可以通过W-AT本身上的一个或多个使用相关规则来生成与无线接入终端（W-AT）一起使用的目标内容消息相关简档。 W-AT可以使用使用生成规则来生成用户简档，其中使用相关规则向用户简档提供动态属性。 然后可将全部或部分用户简档用作用于定向内容消息的目标内容消息相关简档。

公开(公告)号：US20090003549A1

公开(公告)日：2009-01-01

申请号：US11770944

申请日：2007-06-29

Applicant: Henry Baird ,  Jon Bentley ,  Daniel Lopresti ,  Sui-Yu Wang

Inventor： Henry Baird ,  Jon Bentley ,  Daniel Lopresti ,  Sui-Yu Wang

IPC: H04M11/00

CPC classification number: H04M3/436 ,  H04M3/493 ,  H04M2201/10

Abstract: Methods and apparatus are provided for defending against telephone-based robotic attacks An interactive voice response method is provided for presenting a menu having one or more menu options to a caller. The method comprises the steps of obtaining a script to present to the caller, the script including the one or more menu options; permuting one or more characteristics of at least one of the one or more menu options; and presenting the permuted menu to the caller. The permutation may comprise, for example, adding one or more additional menu options to the menu; varying a selection number associated with the at least one menu option; varying an order of at least a plurality of the menu options; or varying a wording or pronunciation of one or more menu options.

Abstract translation: 提供了用于防止基于电话机器人攻击的方法和装置。提供交互式语音响应方法，用于向呼叫者呈现具有一个或多个菜单选项的菜单。 该方法包括以下步骤：获得向呼叫者呈现包括一个或多个菜单选项的脚本的脚本; 置换所述一个或多个菜单选项中的至少一个的一个或多个特征; 并向呼叫者呈现置换的菜单。 排列可以包括例如向菜单添加一个或多个附加菜单选项; 改变与所述至少一个菜单选项相关联的选择号码; 改变至少多个菜单选项的顺序; 或改变一个或多个菜单选项的措词或发音。

公开(公告)号：US20070165814A1

公开(公告)日：2007-07-19

申请号：US11651084

申请日：2007-01-09

Applicant: Caidong Wang ,  Masanori Goto ,  Tsuneyuki Sakano

Inventor： Caidong Wang ,  Masanori Goto ,  Tsuneyuki Sakano

IPC: H04M3/42

CPC classification number: H04M3/42017 ,  H04M3/4211 ,  H04M2201/10 ,  H04M2203/2066 ,  H04M2203/2072

Abstract: An information providing system includes a terminal on the side of a call originator, a terminal on the side of a call terminator, a content server, and an IP network. When the originator makes a call meant for the terminator, the one user terminal on side of the terminator transmits to the other user terminal on side of the originator information on contents to be provided to the latter so as to make the originator specify either contents or an audible ringing tone. As a result, if the originator specifies contents, the contents are provided from the content server to the one user terminal. Conversely, if the originator specifies a ringing tone, then a ringing tone is provided to the one user terminal in a known manner.

Abstract translation: 信息提供系统包括呼叫发起者侧的终端，呼叫终止者侧的终端，内容服务器和IP网络。 当发起者进行呼叫终端时，终端的一个用户终端向发起者侧的另一个用户终端发送关于提供给终端的内容的信息，以使发起者指定内容或 一个可听见的响声。 结果，如果发起者指定内容，则从内容服务器向一个用户终端提供内容。 相反，如果发起者指定了振铃音，则以已知的方式向一个用户终端提供振铃音。