公开(公告)号：US20170279959A1

公开(公告)日：2017-09-28

申请号：US15622523

申请日：2017-06-14

Applicant: Unify GmbH & Co. KG

Inventor： Bizhan Karimi-Cherkandi ,  Farrokh Mohammadzadeh Kouchri ,  Schah Walli Ali

IPC: H04M3/22

CPC classification number: H04M3/2236 ,  G10L13/04 ,  G10L15/005 ,  G10L15/26 ,  G10L25/69 ,  H04L5/006 ,  H04L43/0829 ,  H04L43/0847 ,  H04L43/0852 ,  H04L43/16 ,  H04M3/2227 ,  H04M2201/18 ,  H04M2201/39 ,  H04M2201/40 ,  H04Q3/0091 ,  H04Q11/0428 ,  H04Q2213/13388

Abstract: The invention relates to a communication system and a method of maintaining audio communication in a congested communication channel currently bearing the transmission of speech in audio communication between a sender side and a receiver side, the communication channel having at least one signaling channel and at least one payload channel having a quality of service. During the audio communication the quality of service of the payload channel is monitored. If the quality of service of the payload channel is below a threshold the speech at the respective sender side is converted to text; and transmitted over the retained communication channel to the respective receiver side. The text may be converted back to speech at the receiver side.

公开(公告)号：US20170171395A1

公开(公告)日：2017-06-15

申请号：US15445645

申请日：2017-02-28

Applicant: Twilio, Inc.

Inventor： Jeff Lawson ,  John Wolthuis ,  Evan Cooke

IPC: H04M7/00 ,  H04L29/06 ,  H04M15/34 ,  H04L29/08

CPC classification number: H04M7/0033 ,  G06F9/505 ,  G06F9/5077 ,  G06F9/5083 ,  H04L47/125 ,  H04L61/2564 ,  H04L65/1016 ,  H04L67/10 ,  H04L67/1008 ,  H04M1/2473 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/006 ,  H04M15/34 ,  H04M2201/39 ,  H04M2201/40 ,  Y02D10/22 ,  Y02D10/36

Abstract: A method and system for operating a multitenancy telephony system including a call queue that stores call requests received from a plurality of users; an expandable and contractible telephony resource cluster that establishes call sessions for call requests; a analysis system that calculates capacity requirements of the system; a resource allocator that manages the scaling and operation of the telephony resource cluster; and a plurality of telephony network channels that are used as telephony communication channels for call sessions.

公开(公告)号：US09668115B2

公开(公告)日：2017-05-30

申请号：US14929519

申请日：2015-11-02

Applicant: Genesis Star Management Limited

Inventor： Sangar Dowlatkhah

IPC: H04W4/14 ,  H04M3/53 ,  H04W4/18 ,  G10L13/00 ,  H04M1/725 ,  G10L15/26 ,  G11C11/56 ,  G10L13/08 ,  H04L12/58 ,  H04W4/12 ,  H04W76/02

CPC classification number: H04W4/14 ,  G10L13/00 ,  G10L13/08 ,  G10L15/26 ,  G11C11/5628 ,  G11C2211/5621 ,  H04L51/066 ,  H04L67/2823 ,  H04M1/72552 ,  H04M3/5322 ,  H04M7/0048 ,  H04M2201/39 ,  H04M2201/40 ,  H04W4/12 ,  H04W4/18 ,  H04W76/10

Abstract: A system, method, and computer-readable storage device for sending a spoken message as a text message. The method includes receiving from a subscriber a spoken message and spoken disambiguating information indicating how to deliver the spoken message to a recipient. The method further includes converting the spoken message to text and communicating the text to the recipient address. The method can also include determining a recipient address for the recipient based on spoken disambiguating information.

公开(公告)号：US09628626B2

公开(公告)日：2017-04-18

申请号：US14845754

申请日：2015-09-04

Applicant: AT&T Intellectual Property II, L.P.

Inventor： Frederick Murray Burg ,  John F. Lucas ,  Vivian A. Pressley-Harris

IPC: H04M3/53 ,  G06Q30/02 ,  G06Q50/24 ,  H04M3/533 ,  H04W4/12 ,  G10L13/00 ,  H04M1/725 ,  H04W12/08

CPC classification number: H04M3/5307 ,  G06F19/00 ,  G06Q30/0225 ,  G06Q50/24 ,  G10L13/00 ,  H04L63/083 ,  H04M1/72552 ,  H04M3/533 ,  H04M3/53333 ,  H04M2201/39 ,  H04M2201/60 ,  H04W4/12 ,  H04W12/08

Abstract: A network method for using a network telephone voice-mail service, by which a caller may leave a voice-message that includes the identification of an attachment, which may include, as examples only, audio, video, text, programs, spreadsheets and graphic attachments. A video, text, spreadsheet or graphic attachment may be converted to an audible attachment to the voice-mail at the caller's or the voice-mail subscriber's request. Such entries may be made, after receiving an automated prompt for leaving an attachment identifier or conversion request, audibly or by using a keypad entry. A network method is also provided for using a network telephone voice-mail service, by which the voice-mail service may detect an attachment to a voice-mail message and provide access to the attachment to the voice-mail message.

公开(公告)号：US09578167B2

公开(公告)日：2017-02-21

申请号：US15076574

申请日：2016-03-21

Applicant: SugarCRM Inc.

Inventor： Matthew Marum

IPC: H04M3/428 ,  G10L13/04 ,  H04M1/64 ,  H04M3/51

CPC classification number: H04M3/4285 ,  G10L13/043 ,  H04M1/645 ,  H04M3/5183 ,  H04M2201/39 ,  H04M2203/306

Abstract: Embodiments of the present invention provide a method, system and computer program product for CRM audio on hold. In an embodiment of the invention, a CRM audio on hold method includes identifying a caller associated with the telephone call received in a call processing gateway, selecting a record in a CRM application pertinent to the caller and inserting the selected record into a variable field of a template. The method also includes text-to-speech (TTS) processing the template into audio and returning the audio to the call processing gateway for playback to the caller while the caller is on hold.

Abstract translation: 本发明的实施例提供一种用于保持CRM音频的方法，系统和计算机程序产品。 在本发明的实施例中，CRM音频保持方法包括识别与在呼叫处理网关中接收的电话呼叫相关联的呼叫者，选择与呼叫者相关的CRM应用中的记录，并将所选择的记录插入到 一个模板 该方法还包括将模板处理成音频并将音频返回到呼叫处理网关的文本到语音（TTS），以在呼叫者处于保持状态时向呼叫者回放。

公开(公告)号：US09565310B2

公开(公告)日：2017-02-07

申请号：US15043490

申请日：2016-02-12

Applicant: INTELLISIST, INC.

Inventor： Gilad Odinak

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/523 ,  G10L13/04 ,  H04M3/493 ,  H04M3/533

CPC classification number: H04M3/5183 ,  G10L13/043 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5235 ,  H04M3/5322 ,  H04M3/533 ,  H04M3/53366 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/306 ,  H04M2203/4536 ,  H04M2203/558

Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.

Abstract translation: 提供了一种用于基于消息的呼叫通信的系统和方法。 在与代理人进行通话期间，来自呼叫者的语音话语。 每个语音话语被转录成文本消息，并且将文本消息提供给代理。 从代理接收一个或多个书面答复，回复来自呼叫者的每个讲话话语。 写入的响应被转换成合成语音以提供给呼叫者。 来自代理的来电者和合成语音的语音发声被处理，并且识别呼叫者和代理的一个或多个特征。 基于所识别的特征确定呼叫者和代理中的每一个的角色。

公开(公告)号：US09553987B1

公开(公告)日：2017-01-24

申请号：US15140894

申请日：2016-04-28

Applicant: Noble Systems Corporation

Inventor： Edward G. Hodges, Jr. ,  Karl H. Koster

IPC: H04M1/64 ,  H04M3/493 ,  H04M3/51 ,  G10L15/30 ,  G06F3/0481 ,  G06F3/0484 ,  G06Q10/06 ,  G10L15/08 ,  G06Q40/02

CPC classification number: H04M3/4938 ,  G06F3/04817 ,  G06F3/04842 ,  G06Q10/06316 ,  G06Q40/02 ,  G10L15/08 ,  G10L15/30 ,  G10L2015/088 ,  H04M3/4936 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2201/39

Abstract: A speech analytics system (“SAS”) monitors speech from a remote party and agent to determine when text-based guidance information (“TBGI”) and a script control icon is to be provided to the agent. The agent may respond to a particular context with certain information, either by verbally informing the remote party or causing a prerecorded script to be played to the remote party. In one embodiment, the SAS monitors the agent's speech to ascertain if an expected speech response is provided by the agent within a first time period. If not, the SAS may cause another TBGI and script control icon to be presented to the agent, and again monitor the agent's speech to ascertain if an expected speech response is provided by the agent within a second time period. If the agent again fails to respond properly, then data may be written indicating a compliance failure.

Abstract translation: 语音分析系统（“SAS”）监视来自远程方和代理人的语音，以确定何时向代理提供基于文本的指导信息（“TBGI”）和脚本控制图标。 代理人可以通过口头通知对方或使预先记录的脚本被播放给远程方，以特定信息来响应特定上下文。 在一个实施例中，SAS监视代理人的语音以确定代理在第一时间段内是否提供期望的语音响应。 如果不是，则SAS可以将另一个TBGI和脚本控制图标呈现给代理，并且再次监视代理的语音以确定代理在第二时间段内是否提供期望的语音响应。 如果代理人再次无法正确响应，则可能会写入数据指示合规失败。

公开(公告)号：US20160351184A1

公开(公告)日：2016-12-01

申请号：US15232254

申请日：2016-08-09

Applicant: Eliza Corporation

Inventor： Lisa Lavoie ,  Lucas Merrow ,  Alexandra Drane ,  Frank Rizzo ,  Ivy Krull

IPC: G10L13/033 ,  G10L13/10 ,  G10L17/24 ,  H04M3/493 ,  G10L15/18

CPC classification number: G10L13/0335 ,  G06F17/2785 ,  G10L13/033 ,  G10L13/04 ,  G10L13/10 ,  G10L15/1822 ,  G10L15/22 ,  G10L15/28 ,  G10L17/22 ,  G10L17/24 ,  G10L2015/228 ,  H04M3/4936 ,  H04M3/4938 ,  H04M2201/39

Abstract: Methods and systems are described in which spoken voice prompts can be produced in a manner such that they will most likely have the desired effect, for example to indicate empathy, or produce a desired follow-up action from a call recipient. The prompts can be produced with specific optimized speech parameters, including duration, gender of speaker, and pitch, so as to encourage participation and promote comprehension among a wide range of patients or listeners. Upon hearing such voice prompts, patients/listeners can know immediately when they are being asked questions that they are expected to answer, and when they are being given information, as well as the information that considered sensitive.

公开(公告)号：US09462120B2

公开(公告)日：2016-10-04

申请号：US14516970

申请日：2014-10-17

Applicant: Mamoon Rashid ,  Sivakumaran Sanmugasuntharam ,  Anton Mendoza

Inventor： Mamoon Rashid ,  Sivakumaran Sanmugasuntharam ,  Anton Mendoza

IPC: H04M1/56 ,  H04M3/42 ,  H04M3/02 ,  H04M3/533 ,  H04M3/436 ,  H04M1/57 ,  H04M3/53 ,  H04M3/56

CPC classification number: H04M3/42042 ,  H04M1/576 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/4365 ,  H04M3/5322 ,  H04M3/53391 ,  H04M3/56 ,  H04M2201/39 ,  H04M2203/253

Abstract: A user of the system of the invention is given the option of recording a memo on the calls he or she has received through a prompt on a telecommunication device. The user can choose to record a voice memo or text memo after each call. The memos are saved in connection with caller id information pertaining to the number from which the call was placed. When a user of the system receives a call from a number that has a memo saved in relation thereto, the user will be prompted to hear, and may listen to, the voice memo before answering the call. If the memo is in text form, the user can configure the system to provide various processing options.

Abstract translation: 本发明的系统的用户可以选择通过电信设备上的提示在他或她已经接收到的呼叫上记录备忘录。 用户可以选择在每次通话后录制语音留言或文字记录。 备忘录与呼叫号码相关联的呼叫者ID信息保存。 当系统的用户从具有与其相关的保存的备忘录的号码接收到呼叫时，在接听呼叫之前，将提示用户听到并听取语音备忘录。 如果备忘录是文本形式，用户可以配置系统以提供各种处理选项。

公开(公告)号：US09451084B2

公开(公告)日：2016-09-20

申请号：US13462819

申请日：2012-05-03

Applicant: Alexander Kurganov ,  Valery Zhukoff

Inventor： Alexander Kurganov ,  Valery Zhukoff

IPC: H04M3/493 ,  G10L15/26 ,  G06F3/16

CPC classification number: H04M3/4938 ,  G06F3/16 ,  G10L15/26 ,  H04M2201/39 ,  H04M2201/40 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: The present invention relates to a system for acquiring information from sources on a network, such as the Internet. A voice browsing system maintains a database containing a list of information sources, such as web sites, connected to a network. Each of the information sources is assigned a rank number which is listed in the database along with the record for the information source. In response to a speech command received from a user, a network interface system accesses the information source with the highest rank number in order to retrieve information requested by the user.