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    METHOD AND SYSTEM FOR AUTOMATIC CONTACT DISTRIBUTION UTILIZING PRESENCE DETECTION
    1.
    发明专利
    METHOD AND SYSTEM FOR AUTOMATIC CONTACT DISTRIBUTION UTILIZING PRESENCE DETECTION 未知

    公开(公告)号：CA2519549C

    公开(公告)日：2010-09-07

    申请号：CA2519549

    申请日：2004-04-27

    Applicant: CISCO TECH INC

    Inventor： SHAFFER SHMUEL ,  KHOURI JOSEPH F

    IPC: G06F17/00 ,  H04L12/28 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00

    Abstract: A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.

    Method and system for automatic contact distribution utilizing presence detection
    4.
    发明专利
    Method and system for automatic contact distribution utilizing presence detection 未知

    公开(公告)号：AU2004237681B2

    公开(公告)日：2008-07-17

    申请号：AU2004237681

    申请日：2004-04-27

    Applicant: CISCO TECH INC

    Inventor： KHOURI JOSEPH F ,  SHAFFER SHMUEL

    IPC: H04M3/523 ,  H04M7/00

    Abstract: A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.

    MESSAGING SYSTEM WITH CONTENT-BASED DYNAMIC MENU GENERATION
    6.
    发明申请
    MESSAGING SYSTEM WITH CONTENT-BASED DYNAMIC MENU GENERATION 审中-公开
    具有基于内容的动态菜单生成的消息传递系统

    公开(公告)号：WO2007092068A3

    公开(公告)日：2009-05-07

    申请号：PCT/US2006045174

    申请日：2006-11-22

    Applicant: CISCO TECH INC ,  PATEL LABHESH ,  KUMAR SANJEEV ,  JAIN MUKUL ,  KHOURI JOSEPH F

    Inventor： PATEL LABHESH ,  KUMAR SANJEEV ,  JAIN MUKUL ,  KHOURI JOSEPH F

    IPC: G06F15/16

    CPC classification number: G06Q10/107 ,  H04L51/066 ,  H04L51/36 ,  H04M3/53333 ,  H04M2203/355 ,  H04M2203/4509

    Abstract: A unified messaging system for an enterprise includes a messaging module operable to store a message sent by a first user to a second user in a first media type, and to deliver the message to the second user in either the first type or a second media type. A natural language speech parsing (NLSP) module coupled with the messaging module is operable to detect an actionable item contained within the message, the messaging module dynamically modifying a response menu to include an option corresponding to the actionable item, and then presenting the modified response menu to the second user concurrent with or following delivery of the message. 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: 用于企业的统一消息系统包括消息传送模块，其可操作以将第一用户发送的消息以第一媒体类型存储到第二用户，并且以第一类型或第二媒体类型将消息传递给第二用户 。 与消息传递模块耦合的自然语言语音解析（NLSP）模块可操作以检测包含在消息内的可操作项目，消息传递模块动态修改响应菜单以包括对应于可操作项目的选项，然后呈现修改后的响应 到第二个用户的菜单，同时发送或在发送消息之后。 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。

    AUTOMATED SYSTEM AND METHOD FOR HANDLING HUMAN AND CALLER QUEUES
    8.
    发明申请
    AUTOMATED SYSTEM AND METHOD FOR HANDLING HUMAN AND CALLER QUEUES 审中-公开
    自动化系统和处理人员和呼叫者队伍的方法

    公开(公告)号：WO2007142717A3

    公开(公告)日：2008-12-04

    申请号：PCT/US2007006970

    申请日：2007-03-20

    Applicant: CISCO TECH INC ,  PATEL LABHESH ,  KUMAR SANJEEV ,  JAIN MUKUL ,  KHOURI JOSEPH F ,  SHAFFER SCHMUEL

    Inventor： PATEL LABHESH ,  KUMAR SANJEEV ,  JAIN MUKUL ,  KHOURI JOSEPH F ,  SHAFFER SCHMUEL

    IPC: H04L12/28 ,  G06F17/00 ,  G06Q10/00 ,  H04L12/26 ,  H04M3/00

    CPC classification number: H04M3/5236 ,  H04M3/5238

    Abstract: A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD (15) and a ticket dispenser(17) coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm

    Abstract translation: 用于处理从最终用户接收的服务请求的系统，包括电话呼叫者和实际存在于分支机构或商店的人员。 该系统包括与ACD耦合的ACD（15）和售票机（17）。 售票机可操作以首先向在分支或存储处请求服务的每个人分配具有标识符的票，然后将该标识符电子地传达给ACD。 ACD包括一个或多个队列来订购从电话呼叫者和标识符接收的呼叫。 ACD根据算法将呼叫或个人路由到可用代理

    METHOD AND SYSTEM FOR AUTOMATIC CALL DISTRIBUTION BASED ON LOCATION INFORMATION FOR CALL CENTER AGENTS
    9.
    发明申请
    METHOD AND SYSTEM FOR AUTOMATIC CALL DISTRIBUTION BASED ON LOCATION INFORMATION FOR CALL CENTER AGENTS 审中-公开
    基于呼叫中心代理的位置信息的自动呼叫分配方法和系统

    公开(公告)号：WO2005091822A3

    公开(公告)日：2007-05-03

    申请号：PCT/US2005004851

    申请日：2005-02-14

    Applicant: CISCO TECH INC ,  SHAFFER SHMUEL ,  KHOURI JOSEPH F ,  CHAHROURI GEBRAN G

    Inventor： SHAFFER SHMUEL ,  KHOURI JOSEPH F ,  CHAHROURI GEBRAN G

    IPC: H04M3/42 ,  H04M3/00 ,  H04M3/523 ,  H04M5/00

    CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M2242/30

    Abstract: A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.

    Abstract translation: 一种用于分配自动呼叫分配器系统的呼叫的方法包括确定呼叫中心处的代理的位置信息。 该方法还包括至少部分地基于位置信息将与代理之一的连接的请求路由到代理之一。 一种用于在呼叫中心中管理代理的方法包括确定呼叫中心中的多个代理的位置信息。 该方法还包括响应于至少一个与代理之一的连接的请求，向至少一个请求代理移动到新位置的代理传达消息。

    INTERACTION BASED ON FACIAL RECOGNITION OF CONFERENCE PARTICIPANTS
    10.
    发明申请
    INTERACTION BASED ON FACIAL RECOGNITION OF CONFERENCE PARTICIPANTS 审中-公开
    基于会议参与者的真实认可的相互作用

    公开(公告)号：WO2008045153A3

    公开(公告)日：2008-12-31

    申请号：PCT/US2007017569

    申请日：2007-08-07

    Applicant: CISCO TECH INC ,  PATEL LABHESH ,  JAIN MUKUL ,  KHOURI JOSEPH F

    Inventor： PATEL LABHESH ,  JAIN MUKUL ,  KHOURI JOSEPH F

    IPC: H04M3/42

    CPC classification number: H04N7/15

    Abstract: In one embodiment, a method includes capturing a facial image (32, Fig. 3) of a participant to a video conference session (10, Fig. 1) from a video stream of the video conference session. A database (23, Fig. 1) containing a plurality a stored facial images is then accessed in an attempt to match the facial image with one of the stored facial images. Each stored facial image is associated with information in the database associated with a person, the information being retrieved in the event of a match. 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.

    Abstract translation: 在一个实施例中，一种方法包括从视频会议会话的视频流中将参与者的面部图像（图3中的图3）捕获到视频会议会话（图1中的10）。 然后访问包含多个存储的面部图像的数据库（23，图1），以尝试将面部图像与存储的面部图像之一进行匹配。 每个存储的面部图像与与人相关联的数据库中的信息相关联，所述信息在匹配的情况下被检索。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开的主题。

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