公开(公告)号：WO03061227A2

公开(公告)日：2003-07-24

申请号：PCT/US0301316

申请日：2003-01-15

Applicant: AVAYA TECHNOLOGY CORP

Inventor： KHAKOO SHABBIR A ,  KRISHNASWAMY VENKATESH ,  SIDDIQUI ANWAR A ,  ZENNER HAL B

IPC: G10L13/04 ,  H04L12/58 ,  H04M3/53 ,  G06F17/60 ,  H04M3/533

CPC classification number: G10L13/00 ,  H04L51/04 ,  H04L51/066 ,  H04M3/42348 ,  H04M3/5307 ,  H04M3/5322 ,  H04M2201/60 ,  H04M2203/2016 ,  H04M2203/2066 ,  H04M2203/4536

Abstract: A method and apparatus are disclosed for delivering messages to one or more intended recipients based on the presence, preferences or location of the recipients. Text-based messages, such as instant messages, can be delivered to one or more intended recipients by means of i a voice call to a voice-capable device associated with the recipients ii a voice mail message to a voice mail box associated with the recipients or iii a text or voice message, as appropriate, that is delivered upon the availability of one or more intended recipients. An instant message originating as a text message is converted to speech, if necessary, before being delivered to the intended recipient. The speech corresponding to the text of the message is played out once the call is answered or once the voice mail message is retrieved. The invention thus enables the delivery of messages to be routed and scheduled based on the location and availability of the intended recipient.

Abstract translation: 公开了一种用于基于接收者的存在，偏好或位置将消息传递给一个或多个预期接收者的方法和装置。 基于文本的消息（例如即时消息）可以通过对与接收者相关联的具有语音能力的设备的语音呼叫传递给一个或多个预期的接收者，语音邮件消息发送到与接收者相关联的语音信箱，或者 iii酌情提供根据一个或多个预期接收者的可用性提供的文本或语音消息。 如果需要，将被发送为文本消息的即时消息在被传送到预期接收者之前被转换成语音。 一旦呼叫被应答或一旦检索到语音邮件消息，就会播放与消息文本相对应的语音。 因此，本发明使得能够基于预期接收者的位置和可用性来传送要路由和调度的消息。

公开(公告)号：JP2006109471A

公开(公告)日：2006-04-20

申请号：JP2005286303

申请日：2005-09-30

Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

Inventor： ERHART GEORGE W ,  SKIBA DAVID J ,  KRISHNASWAMY VENKATESH ,  SETHI RAVI ,  MATULA VALENTINE C

IPC: H04M3/51

CPC classification number: H04M3/523 ,  H04M3/42059 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5237 ,  H04M2201/38

Abstract: PROBLEM TO BE SOLVED: To provide a method for coordinating the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art.
SOLUTION: The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or "SIP") to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on the SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at an agent's telecommunications terminal at the same time the call arrives.
COPYRIGHT: (C)2006,JPO&NCIPI

Abstract translation: 要解决的问题：提供一种用于协调语音信号和屏幕图像呈现给呼叫的接收机的方法，而不需要现有技术中的一些成本，缺点和技术限制。 解决方案：本发明的说明性实施例建立在会话发起协议（或“SIP”）的基础设施上，以将呼叫分发和转移到与呼叫中心或联络中心系统相关联的代理。 基于服务器的系统与基于SIP的呼叫分配结合使用，以替代一些桌面和代理计算机/电话集成布置，从而提供第一方呼叫控制。 客户相关信息嵌入到呼叫转移本身; 结果，在呼叫到达的同时，客户相关信息的显示发生在代理的电信终端。 版权所有（C）2006，JPO＆NCIPI

公开(公告)号：AU2003203027A1

公开(公告)日：2003-07-30

申请号：AU2003203027

申请日：2003-01-15

Applicant: AVAYA TECHNOLOGY CORP

Inventor： KHAKOO SHABBIR A ,  KRISHNASWAMY VENKATESH ,  SIDDIQUI ANWAR A ,  ZENNER HAL B

IPC: G10L13/04 ,  H04L12/58 ,  H04M3/53 ,  G06F17/60 ,  H04M3/533

Abstract: A method and apparatus are disclosed for delivering messages to one or more intended recipients based on the presence, preferences or location of the recipient(s). Text-based messages, such as instant messages, can be delivered to one or more intended recipients by means of (i) a voice call to a voice-capable device associated with the recipients; (ii) a voice mail message to a voice mail box associated with the recipients; or (iii) a text or voice message, as appropriate, that is delivered upon the availability of one or more intended recipients. An instant message originating as a text message is converted to speech, if necessary, before being delivered to the intended recipient. The speech corresponding to the text of the message is played out once the call is answered or once the voice mail message is retrieved. The invention thus enables the delivery of messages to be routed and scheduled based on the location and availability of the intended recipient.

公开(公告)号：AU2003235612A1

公开(公告)日：2003-07-30

申请号：AU2003235612

申请日：2003-01-15

Applicant: AVAYA TECHNOLOGY CORP

Inventor： KHAKOO SHABBIR A ,  KRISHNASWAMY VENKATESH ,  SIDDIQUI ANWAR A ,  ZENNER HAL B

IPC: H04L29/06 ,  H04L29/08 ,  H04L29/12 ,  H04M1/57 ,  H04M3/42 ,  H04M15/06 ,  H04Q3/72

Abstract: A method and apparatus are disclosed for delivering enhanced caller identification services to a called party. Caller ID information is extended to include a user document address that is a pointer or hyperlink to a user document containing additional information about the calling party. The user document address may be, for example, a uniform resource locator (URL) identifying an Internet document or a database address identifying a database document or entry. The user document generally contains information that the calling party would like to be presented to the called party and may be stored by the called party or accessed over a network. The user document can be (i) a static document; (ii) a document created in accordance with predefined default document content rules; or (iii) a dynamically generated document based on one or more rules that alter the content of the document.

公开(公告)号：AU2003210539A1

公开(公告)日：2003-07-30

申请号：AU2003210539

申请日：2003-01-15

Applicant: AVAYA TECHNOLOGY CORP

Inventor： KHAKOO SHABBIR A ,  KRISHNASWAMY VENKATESH ,  SIDDIQUI ANWAR A ,  ZENNER HAL B

IPC: H04M1/64 ,  H04M3/487 ,  H04M3/493 ,  H04M3/533

Abstract: A method and apparatus are disclosed for delivering enhanced messages to a calling party. A message document address is provided to the calling party that is a pointer or hyperlink to a message document containing a message for the calling party, such as a uniform resource locator (URL) identifying an Internet document. The calling party may receive a message, e.g., when the called party is not available or containing a list of user-specific menu options in an IVR system. The message document can be (i) a static document created; (ii) a default document created; or (iii) a dynamically generated document based on one or more rules that alter the content of the document based on various characteristics of the calling party or the call (or both). The presentation of the message document address to the user can be conditioned upon the satisfaction of one or more rules, such as when the called party is unavailable or based on one or more predefined characteristics of the calling party or the call (or both).