公开(公告)号：US20060023863A1

公开(公告)日：2006-02-02

申请号：US10901925

申请日：2004-07-28

Applicant: Kurt Joseph ,  Theodore Pasquale ,  Benjamin Knott ,  Robert Bushey

Inventor： Kurt Joseph ,  Theodore Pasquale ,  Benjamin Knott ,  Robert Bushey

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/2011

Abstract: A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.

Abstract translation: 提供了一种在呼叫中心处理呼叫的系统和方法。 在特定实施例中，该方法包括在呼叫中心接收呼叫，接收与呼叫中心事务相关联的指示元素，基于指示元素检索呼叫中心事务数据，以及生成预先填充呼叫中心代理终端 基于呼叫中心交易数据的至少一部分的交易处理屏幕。 在特定实施例中，公开了基于匹配客户请求的可能性的一组优先级交易。

公开(公告)号：US20060010222A1

公开(公告)日：2006-01-12

申请号：US11207506

申请日：2005-08-19

Applicant: Michael Cleron ,  Lennart Lovstrand ,  Jeffrey Yaksick ,  Mark Krueger ,  Sean Callahan

Inventor： Michael Cleron ,  Lennart Lovstrand ,  Jeffrey Yaksick ,  Mark Krueger ,  Sean Callahan

IPC: G06F15/16

CPC classification number: H04M3/5315 ,  G06Q10/107 ,  H04L51/00 ,  H04L51/066 ,  H04M1/2478 ,  H04M7/12 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/4536

Abstract: A browser-based email system implemented in a computing device is connected to a host mail server. The host mail server provides pages which can be rendered by a browser to present an email service to a user. The browser-based email system receives audio data, video data, and/or still images, and supports a user interface to facilitate capture of the audio data, video data, and/or still images for inclusion in an email message.

Abstract translation: 在计算设备中实现的基于浏览器的电子邮件系统连接到主机邮件服务器。 主机邮件服务器提供可由浏览器呈现给用户的电子邮件服务的页面。 基于浏览器的电子邮件系统接收音频数据，视频数据和/或静止图像，并且支持用户界面以便于捕获音频数据，视频数据和/或静止图像以包括在电子邮件消息中。

公开(公告)号：US20050286707A1

公开(公告)日：2005-12-29

申请号：US10874791

申请日：2004-06-23

Applicant: George Erhart ,  Valentine Matula ,  David Skiba

Inventor： George Erhart ,  Valentine Matula ,  David Skiba

IPC: H04M3/22 ,  H04M3/493 ,  H04M3/51 ,  H04M3/00 ,  H04M11/00

CPC classification number: H04M3/4938 ,  H04M3/2281 ,  H04M3/5166 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/254

Abstract: A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

Abstract translation: 提供了IVR系统的视觉界面，以允许用户和交互式语音响应（IVR）系统之间的交互被视觉上监控。 基于IVR脚本生成与代理的音频通信的视觉表示。 IVR脚本中的命令可以映射到可视化表示。 视觉表示中的一个或多个字段可以用调用者的话语来填充。 代理可以可选地查看或更新已经填充了话语的视觉表示中的字段。 代理可以可选地改变IVR脚本的流程或干预音频通信。

公开(公告)号：US06963903B2

公开(公告)日：2005-11-08

申请号：US10222281

申请日：2002-08-15

Applicant: Mark H. Krueger ,  Sean M. Callahan ,  Michael A. Cleron ,  Lennart Lovstrand ,  Jeffrey D. Yaksick

Inventor： Mark H. Krueger ,  Sean M. Callahan ,  Michael A. Cleron ,  Lennart Lovstrand ,  Jeffrey D. Yaksick

IPC: G06Q10/10 ,  H04L12/58 ,  H04M1/247 ,  H04M3/53 ,  G06F15/16

CPC classification number: H04M3/5315 ,  G06Q10/107 ,  H04L51/00 ,  H04L51/066 ,  H04M1/2478 ,  H04M7/12 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/4536

Abstract: A browser-based email system has a thin client connected to a host mail server. The thin client implements a browser. The host mail server provides pages to the thin client, which can be rendered by the browser to present an email service to a user. The thin client is equipped to receive audio and video data and supports a user interface to facilitate capture of the audio or video data for inclusion in an email message. After a data stream is captured and stored locally at the client, the browser submits a request to the host mail server that contains a token in lieu of the data stream. The host mail server returns a response specifying a new page that contains the email message. The response also includes the token and indicates a location in the new page at which the audio or video data is to be rendered. Upon receiving the response, the browser inserts the data stream into the new page at the location and renders the new page. After the user has reviewed the email message, the user can send the email message, causing the browser to submit another request to the host mail server that contains both the email message and the audio or video data. Upon receiving this second request, the host mail server converts the email message and the audio or video data to a MIME message and forwards the MIME message to the intended recipient.

Abstract translation: 基于浏览器的电子邮件系统具有连接到主机邮件服务器的瘦客户端。 瘦客户端实现浏览器。 主机邮件服务器向瘦客户端提供页面，该页面可以由浏览器呈现以向用户呈现电子邮件服务。 瘦客户端被配备为接收音频和视频数据，并且支持用户界面以便于捕获音频或视频数据以便包含在电子邮件消息中。 在数据流被捕获并在本地存储在客户端之后，浏览器向包含令牌的主机邮件服务器提交代替数据流的请求。 主机邮件服务器返回指定包含电子邮件消息的新页面的响应。 响应还包括令牌，并且指示要在其中呈现音频或视频数据的新页面中的位置。 在接收到响应后，浏览器将数据流插入到该位置的新页面，并呈现新的页面。 在用户查看了电子邮件消息之后，用户可以发送电子邮件消息，导致浏览器向包含电子邮件消息和音频或视频数据的主机邮件服务器提交另一个请求。 在接收到该第二请求时，主机邮件服务器将电子邮件消息和音频或视频数据转换为MIME消息，并将MIME消息转发到预期的接收者。

公开(公告)号：US20050234725A1

公开(公告)日：2005-10-20

申请号：US10828040

申请日：2004-04-20

Applicant: Ciprian Agapi ,  Felipe Gomez ,  James Lewis ,  Vanessa Michelini

Inventor： Ciprian Agapi ,  Felipe Gomez ,  James Lewis ,  Vanessa Michelini

IPC: G10L13/04 ,  G10L13/08 ,  H04M3/493

CPC classification number: H04M3/493 ,  G10L13/00 ,  H04M2201/42 ,  H04M2203/355

Abstract: A method (10) of developing call flows can simply include a determination (12) whether an alternative speech field is filled. If the alternative speech field is not filled, then the description text is used (16) in a description field as a default for text for speech output. The description field can be presented graphically and in a properties sheet for speech output objects. If an optional speech text field is filled in the properties sheet, then the description text in the description field can be replaced (14) with the contents of the optional speech text field for text to speech output. The contents of the optional speech text field (32) can be represented as a flyover (23) graphically when pointing to the graphical object. Optionally, the description field (34) and the optional speech text field can be edited on a single graphical user interface (20).

Abstract translation: 开发呼叫流的方法（10）可以简单地包括确定（12）是否填充了替代语音字段。 如果替代语音字段未被填充，则描述文本（16）在描述字段中被用作用于语音输出的文本的默认值。 描述字段可以图形化地显示在语音输出对象的属性表中。 如果在属性表中填写了可选的语音文本字段，则可以将描述字段中的描述文本替换为文本到语音输出的可选语音文本字段的内容（14）。 当指向图形对象时，可选语音文本字段（32）的内容可以以图形方式表示为飞越（23）。 可选地，可以在单个图形用户界面（20）上编辑描述字段（34）和可选语音文本字段。

公开(公告)号：US06954524B2

公开(公告)日：2005-10-11

申请号：US10164065

申请日：2002-06-07

Applicant: Elizabeth Goldwyn Gibson

Inventor： Elizabeth Goldwyn Gibson

IPC: H04M3/42 ,  H04M3/54 ,  H04Q3/00 ,  G06F3/00 ,  H04M3/46

CPC classification number: H04M3/42161 ,  H04M3/42153 ,  H04M3/54 ,  H04M2201/42 ,  H04M2207/12 ,  H04M2207/203 ,  H04Q3/0029

Abstract: A call forwarding service is accessible through a common service management system using a graphical user interface (GUI) via the Internet and an interactive voice response system via the public switched telephone network. Using the GUI, the subscriber builds and edits service data, including a screening list and weekly schedule. The GUI displays a forward-to number field and multiple activation fields. The call forwarding service is activated in response to an ON indication of a first activation field, implementing call forwarding functionality to forward calls to the forward-to number; the screening list is activated in response to an ON indication of a second activation field, forwarding only calls from the listed telephone numbers to the forward-to number; and the weekly schedule is activated in response to an ON indication of a third activation field, enabling the call forwarding functionality only during the listed time periods.

Abstract translation: 通过使用经由因特网的图形用户界面（GUI）和经由公共交换电话网络的交互式语音响应系统的公共服务管理系统来访问呼叫转移服务。 使用GUI，订户构建和编辑服务数据，包括筛选列表和每周时间表。 GUI显示转发到数字字段和多个激活字段。 响应于第一激活字段的ON指示激活呼叫转移服务，实现呼叫转移功能以将呼叫转发到前向号码; 响应于第二激活字段的ON指示激活筛选列表，仅将来自列出的电话号码的呼叫转发到前向号码; 并且响应于第三激活字段的ON指示激活每周调度，仅在列出的时间段期间启用呼叫转移功能。

公开(公告)号：US06920425B1

公开(公告)日：2005-07-19

申请号：US09572384

申请日：2000-05-16

Applicant: Craig A. Will ,  Wayne N. Shelley

Inventor： Craig A. Will ,  Wayne N. Shelley

IPC: G10L15/26 ,  H04M3/493

CPC classification number: H04M7/0036 ,  H04M3/493 ,  H04M3/4938 ,  H04M2201/42 ,  H04M2201/60

Abstract: A system, method, and computer readable medium storing a software program for translating a script for an interactive voice response system to a script for a visual interactive response system. The visual interactive response system executes the translated visual-based script when a user using a display telephone calls the visual interactive response system. The visual interactive response system then transmits a visual menu to the display telephone to allow the user to select a desired response, which is subsequently sent back to the visual interactive response system for processing. The voice-based script may be defined in voice extensible markup language and the visual-based script may be defined in wireless markup language, hypertext markup language, or handheld device markup language. The translation system and program includes a parser for extracting command structures from the voice-based script, a visual-based structure generator for generating corresponding command structure for the visual-based script, a text prompt combiner for incorporating text translated from voice prompts into command structure generated by the structure generator, an automatic speech recognition routine for automatically converting voice prompts into translated text, and an editor for editing said visual-based script.

Abstract translation: 存储用于将用于交互式语音响应系统的脚本翻译成用于视觉交互式响应系统的脚本的软件程序的系统，方法和计算机可读介质。 当使用显示电话的用户呼叫视觉交互式响应系统时，视觉交互式响应系统执行翻译的基于视觉的脚本。 视觉交互式响应系统然后将视觉菜单发送到显示电话，以允许用户选择期望的响应，随后将其发送回到视觉交互式响应系统进行处理。 基于语音的脚本可以以语音可扩展标记语言定义，并且基于视觉的脚本可以以无线标记语言，超文本标记语言或手持设备标记语言来定义。 翻译系统和程序包括用于从基于语音的脚本中提取命令结构的解析器，用于生成用于基于视觉的脚本的相应命令结构的基于视觉的结构生成器，用于将从语音提示翻译的文本合并到命令中的文本提示组合器 由结构生成器生成的结构，用于将语音提示自动转换为翻译文本的自动语音识别程序，以及编辑所述基于视觉的脚本的编辑器。

公开(公告)号：US20050149876A1

公开(公告)日：2005-07-07

申请号：US10753097

申请日：2004-01-07

Applicant: Philip Kortum ,  P. White

Inventor： Philip Kortum ,  P. White

IPC: G06F3/00 ,  G06Q10/00 ,  H04L12/18 ,  H04L29/08 ,  H04M3/42 ,  H04M3/56 ,  H04M11/00

CPC classification number: G06Q10/10 ,  H04L12/1813 ,  H04L67/36 ,  H04M3/42059 ,  H04M3/42365 ,  H04M3/42374 ,  H04M3/56 ,  H04M2201/38 ,  H04M2201/42

Abstract: A system and method for collaborative call management are disclosed. In one embodiment of a method incorporating teachings of the present disclosure, a graphical user interface (GUI) element may be presented in connection with a collaborative call. The GUI element may display a listing of call participants and a status of each participant. Example participant states may include an on-call state, an off-call state, a currently speaking state, a waiting to speak state, and a paused-call state. In operation, information presented in the GUI element may change in response to a status change of a call participant. The method may also involve recognizing that a caller has joined the collaborative call and updating the GUI element to add the joining caller to the list of participants.

Abstract translation: 公开了一种用于协同呼叫管理的系统和方法。 在包括本公开的教导的方法的一个实施例中，可以结合协作呼叫呈现图形用户界面（GUI）元素。 GUI元素可以显示呼叫参与者的列表和每个参与者的状态。 示例参与者状态可以包括呼叫状态，离开通话状态，当前说话状态，等待说话状态和暂停呼叫状态。 在操作中，GUI元素中呈现的信息可以响应于呼叫参与者的状态改变而改变。 该方法还可以包括识别呼叫者已经加入协作呼叫并更新GUI元素以将加入呼叫者添加到参与者列表。

公开(公告)号：US20050147090A1

公开(公告)日：2005-07-07

申请号：US11069382

申请日：2005-02-28

Applicant: Christopher MacLeod Beck ,  Jonathan Berke ,  Joel Johnstone ,  Robin Mitchell ,  James Powers ,  Mark Sidell ,  Charles Knuff

Inventor： Christopher MacLeod Beck ,  Jonathan Berke ,  Joel Johnstone ,  Robin Mitchell ,  James Powers ,  Mark Sidell ,  Charles Knuff

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/27 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/10 ,  H04L12/24 ,  H04L12/28 ,  H04L12/56 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/20 ,  H04M3/22 ,  H04M3/36 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/56 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00 ,  H04L12/66

CPC classification number: H04L67/1097 ,  G06F17/2765 ,  G06F17/30058 ,  G06F17/3061 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q10/107 ,  H04L29/06 ,  H04L29/06027 ,  H04L45/14 ,  H04L51/00 ,  H04L51/04 ,  H04L65/4007 ,  H04L67/00 ,  H04L67/02 ,  H04L67/04 ,  H04L67/14 ,  H04L67/22 ,  H04L67/34 ,  H04L69/329 ,  H04M3/20 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4938 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5233 ,  H04M3/5237 ,  H04M3/56 ,  H04M7/006 ,  H04M7/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/357 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/4536 ,  H04M2207/206 ,  H04W40/02 ,  H04W76/10 ,  H04W84/042

Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

Abstract translation: 在通过操作系统运行的多媒体呼叫中心（MMCC）中，为活动客户端提供客户端特定的自助向导，并定期更新与MMCC的客户交易历史相关的信息。 由向导呈现连接的客户端，其具有选择性媒体功能，通过该功能，客户端可以选择用于交互和帮助的媒体类型，然后MMCC将通过所选择的媒体重新联系客户端。 例如，客户端可以选择IP或COST电话，并且MMCC将向客户端发送呼叫给客户端列出的号码或IP地址，然后交互性将通过交互式语音响应单元。 根据MMCC正在进行的交易历史，定期更新客户端向导中的特定于客户端的帮助信息。 向导还可以使用向导监视客户端活动，并向各种人员提供报告。

公开(公告)号：US20050081188A1

公开(公告)日：2005-04-14

申请号：US10735470

申请日：2003-12-12

Applicant: Anand Kumar ,  Michael Frank ,  Connie Schaner ,  Kelley Kunnanz ,  Brent Roberts ,  William Frame ,  Rex Moorman ,  Channon Lowman ,  Eric Burke

Inventor： Anand Kumar ,  Michael Frank ,  Connie Schaner ,  Kelley Kunnanz ,  Brent Roberts ,  William Frame ,  Rex Moorman ,  Channon Lowman ,  Eric Burke

IPC: G06Q30/00 ,  H04M3/22 ,  H04M15/00 ,  G06F9/44 ,  G06F15/16

CPC classification number: G06Q30/02 ,  H04M3/22 ,  H04M3/2245 ,  H04M15/00 ,  H04M15/44 ,  H04M15/745 ,  H04M2201/42 ,  H04M2215/0104 ,  H04M2215/0108 ,  H04M2215/0168 ,  H04M2215/0176

Abstract: A system and method for providing integrated customer care, managing complex data relating to services and presenting information for selection and interaction by end users. The present invention delivers, tracks, presents and manages various aspects of customer care using a customer centric paradigm. An integrated macro-framework is utilized to provide a consistent and efficient single-point of entry GUI tool for accessing and navigating through various displays relating to the processing of data, reports, billing, work-flows, service orders and other aspects of customer care.

Abstract translation: 一种用于提供综合客户关怀，管理与服务相关的复杂数据并呈现信息以供最终用户选择和交互的系统和方法。 本发明使用以客户为中心的范例来交付，跟踪，呈现和管理客户关怀的各个方面。 一个集成的宏观框架被用于提供一致和有效的单点入口GUI工具，用于访问和浏览与处理数据，报告，计费，工作流程，服务订单和客户关怀的其他方面相关的各种显示 。