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公开(公告)号：US09917949B1
公开(公告)日：2018-03-13
申请号：US15000762
申请日：2016-01-19
Applicant: Afiniti Europe Technologies Limited
Inventor： Zia Chishti
CPC classification number: H04M3/5233 , H04M3/5183 , H04M3/5232 , H04M3/5235 , H04M2201/18 , H04M2201/36
Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
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公开(公告)号：US09887800B2
公开(公告)日：2018-02-06
申请号：US15262842
申请日：2016-09-12
Applicant: Global Tel*Link Corporation
Inventor： Garth Johnson
IPC: H04M3/42 , H04M3/00 , H04W24/00 , H04K3/00 , H04W48/02 , H04M11/04 , H04W12/08 , H04W64/00 , H04M3/22 , H04W4/02 , H04W48/04 , H04L29/06 , H04W12/12
CPC classification number: H04K3/80 , H04K3/40 , H04K2203/16 , H04K2203/32 , H04L63/1408 , H04M3/2281 , H04M11/04 , H04M2201/18 , H04W4/022 , H04W12/08 , H04W12/12 , H04W48/02 , H04W48/04 , H04W64/00
Abstract: The present subject matter is directed to an apparatus and methodology for monitoring for the occurrence of use of unauthorized telecommunications equipment within a designated area. The present subject matter has particular utility to the corrections environment in that it discloses a methodology for detecting and reporting the unauthorized operation of cellular telephones within a corrections facility. The present technology may be used advantageously in combination with inmate telephone systems to transmit information to appropriate personnel in the form of email messages and/or voice communications by way of telephone local or corrections facility external telephone lines. The present technology also provides for recordation and storage of time, date and location information for detected events.
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公开(公告)号：US09876905B2
公开(公告)日：2018-01-23
申请号：US12984365
申请日：2011-01-04
Applicant: Charles H. Isaacs
Inventor： Charles H. Isaacs
CPC classification number: H04M3/42382 , G06Q30/0241 , H04M3/493 , H04M2201/18 , H04M2201/50 , H04M2203/355 , H04M2203/357 , H04M2203/652
Abstract: A communication appliance has a processor, a data store, a display screen, an interface to a wireless network, a microphone, and software executable from a machine-readable physical medium, wherein the software provides a function for comparing incoming audio signals with signals stored in the data store as trigger signals, and a function for initiating an action or sequence of actions in response to recognizing an incoming signal as a trigger signal.
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公开(公告)号：US20170353606A1
公开(公告)日：2017-12-07
申请号：US15686945
申请日：2017-08-25
Applicant: Afiniti Europe Technologies Limited
Inventor： Zia CHISHTI , Vikash KHATRI
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M3/5233 , H04M3/5234 , H04M3/5235 , H04M2201/18 , H04M2201/36
Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.
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公开(公告)号：US09787841B2
公开(公告)日：2017-10-10
申请号：US14956074
申请日：2015-12-01
Applicant: Afiniti Europe Technologies Limited
Inventor： Zia Chishti , Vikash Khatri
CPC classification number: H04M3/5232 , H04M3/5233 , H04M3/5234 , H04M3/5235 , H04M2201/18 , H04M2201/36
Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering an agent; ordering a plurality of contacts; applying, by at least one processor, a hybridization function to the ordering of the plurality of contacts to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the agent and a first contact in a first pair with a second difference in ordering between the agent and a second contact different from the first contact in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.
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Patent Agency Ranking
公开(公告)号：US20170279960A1
公开(公告)日：2017-09-28
申请号：US15326652
申请日：2014-11-14
Applicant: ZTE CORPORATION
Inventor： Yong ZHANG
IPC: H04M3/30
CPC classification number: H04M3/30 , H04L43/00 , H04M2201/18
Abstract: Disclosed are a line diagnosis method and apparatus. The method includes: acquiring a test result reported by a test device, herein, the test result is a test result acquired after the test device tests a line that needs line diagnosis (S102); and invoking a dynamic language file to analyze the test result and obtaining a line diagnosis result, herein, the dynamic language file includes known line fault types described in a dynamic language and corresponding judging conditions (S104). Through the technical solution, the problem in the related art that the time period of re-customizing a diagnosis program for line diagnosis is too long to satisfy the user demand is solved; the time period required by function customization is largely shortened during line diagnosis, and a user can rapidly adjust the analysis solution according to changes of the line situations, the user demand is satisfied and the user satisfaction is improved.
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公开(公告)号：US09774744B2
公开(公告)日：2017-09-26
申请号：US13241792
申请日：2011-09-23
Applicant: Geoffrey Langos , Tzahi Efrati , Baruch Sterman
Inventor： Geoffrey Langos , Tzahi Efrati , Baruch Sterman
CPC classification number: H04M7/0024 , G06Q30/0255 , G06Q50/01 , H04M3/2218 , H04M3/4878 , H04M2201/18 , H04M2203/353 , H04M2203/551 , H04M2203/555 , H04M2203/655 , H04W4/21
Abstract: Systems and methods of recommending that two people form a link on a social networking system uses activities conducted by a first person on a telephony system to determine the names of individuals and businesses that the first person has communicated with through the telephony system. This list of names and individuals is then compared to the names of individuals and businesses that are members of the social networking system. If the first person is communicating with individuals or businesses who are members of the social networking system, a recommendation that they form a link on the social networking system is issued to one or both parties.
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公开(公告)号：US09774740B2
公开(公告)日：2017-09-26
申请号：US15221698
申请日：2016-07-28
Applicant: Afiniti Europe Technologies Limited
Inventor： Zia Chishti
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M3/5236 , H04M3/5238 , H04M2201/18 , H04M2201/36
Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor configured for contact center operations, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies, wherein at least one contact was paired in a sequence of contact interactions to reach a final outcome during a final contact interaction of the sequence of contact interactions.
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公开(公告)号：US09742906B2
公开(公告)日：2017-08-22
申请号：US15336888
申请日：2016-10-28
Applicant: ADTRAN, GmbH
Inventor： Jan Deutscher , Tim Eickelberg , Nils Asmussen
CPC classification number: H04M3/2209 , H04M3/306 , H04M2201/18
Abstract: A method, system, computer program product, and a device for testing are provided. In some implementations, a method includes the steps of (i) conducting a line test on a line of a line card that is not connected to a subscriber line; (ii) comparing the result of the test with a predetermined result; and (iii) determining a defect of the test hardware if the result deviates from the predetermined result. Furthermore, a device and a communication system comprising said device are suggested.
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公开(公告)号：US20170201622A1
公开(公告)日：2017-07-13
申请号：US15312923
申请日：2015-07-05
Applicant: MOTOROLA SOLUTIONS, INC.
Inventor： Xun FEI , Dajun CHEN , Yong TIAN , Hongxia WANG
IPC: H04M3/42 , H04M3/436 , H04M1/2745
CPC classification number: H04M3/42102 , H04M1/274508 , H04M1/274516 , H04M3/08 , H04M3/42 , H04M3/42382 , H04M3/436 , H04M2201/16 , H04M2201/18 , H04M2201/36 , H04M2203/558 , H04M2242/22
Abstract: A method and apparatus for detecting a stale number. A stale number detection device obtains a call number, a call number contact creation date, and a call number issue date for the call number. The stale number detection device determines that a stale number state exists when the call number issue date is later than the call number contact creation date. The stale number detection device generates a stale number notification based on the stale number state.
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