公开(公告)号：US08050389B2

公开(公告)日：2011-11-01

申请号：US11675474

申请日：2007-02-15

Applicant: Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

Inventor： Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

IPC: H04M1/64

CPC classification number: H04M1/57 ,  H04M1/642 ,  H04M3/42059 ,  H04M3/436 ,  H04M3/527 ,  H04M3/533 ,  H04M2201/10 ,  H04M2201/36 ,  H04M2250/60

Abstract: A system for automatically selecting an outgoing message for an incoming call. In response to receiving an incoming call, a calling party is identified. The identified calling party is compared against call log data to determine that the identified calling party has previously heard a first outgoing message. In response to determining that the identified calling party has not previously heard the first outgoing message, the first outgoing message is played as a selected outgoing message for the incoming call. In response to determining that the identified calling party has previously heard the first outgoing message, a second outgoing message is played as the selected outgoing message for the incoming call. Then, the call log data is updated to identify the selected outgoing message played for the incoming call.

Abstract translation: 用于自动选择呼入呼叫的外发消息的系统。 响应于接收到来电，识别呼叫方。 将所识别的主叫方与呼叫记录数据进行比较，以确定所识别的主叫方先前已经听到了第一个传出消息。 响应于确定所识别的主叫方以前没有听到第一传出消息，第一传出消息被播放为用于呼入呼叫的选择的传出消息。 响应于确定所标识的主叫方先前已经听到第一个传出消息，第二个传出消息被播放为用于呼入呼叫的所选择的传出消息。 然后，呼叫记录数据被更新以识别为呼入呼叫播放的选择的传出消息。

公开(公告)号：US08027444B1

公开(公告)日：2011-09-27

申请号：US11700656

申请日：2007-01-30

Applicant: Geoff S. Martin ,  Jay S. Harmon ,  Jonathan R. Kindred

Inventor： Geoff S. Martin ,  Jay S. Harmon ,  Jonathan R. Kindred

IPC: H04M3/42

CPC classification number: H04M3/42017 ,  H04M2201/10 ,  H04M2203/2072

Abstract: A call tones management platform provides a facility for configuration of a user profile. The user profile specifies the circumstances under which organizational call tones (such as a call tone of an employer of the subscriber using the phone) or a personal, non-organizational tone should be rendered to a calling party. When a call is placed to the subscriber, the profile is consulted and an instruction for rendering a call tone in accordance with the profile is sent to a call tones content provider or run time site generating call tones during the time of a call. The call tones management platform implements logic for resolving potential scheduling conflicts between organizational call tones and private call tones, such as, for example, a rule in which the organizational call tone trumps personal call tones for calls are made to the subscriber telephone during business hours.

Abstract translation: 呼叫音管理平台提供用于配置用户简档的设施。 用户配置文件指定应当向主叫方呈现组织呼叫音（例如使用电话的用户的雇主的呼叫音）或个人的非组织音调的情况。 当对用户进行呼叫时，查询简档，并且在呼叫期间将根据该简档呈现呼叫音的指令发送到呼叫音内容提供商或运行时站点，产生呼叫音。 呼叫音管理平台实现用于解决组织呼叫音和私有呼叫音之间的潜在调度冲突的逻辑，例如，在营业时间内向用户电话进行组织呼叫呼叫呼叫个人呼叫音调的规则 。

公开(公告)号：US07925001B2

公开(公告)日：2011-04-12

申请号：US11603469

申请日：2006-11-22

Applicant: James Lee Knight, Jr. ,  Rodney Allen Thomson ,  William Vincent McGuire ,  Kevin J. Mendel ,  Anita Marie Tarantino

Inventor： James Lee Knight, Jr. ,  Rodney Allen Thomson ,  William Vincent McGuire ,  Kevin J. Mendel ,  Anita Marie Tarantino

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M2201/10 ,  H04M2203/401

Abstract: A system receives a request for the service. The system selects an agent to deliver the service, based on an evaluation of the agent. In response to the request for service, the system evaluates the service delivered by the agent after the agent has delivered the service, and updates the evaluation of the service of the agent.

Abstract translation: 系统接收到该服务的请求。 系统根据代理人的评估选择代理来提供服务。 响应于服务请求，系统评估代理交付服务后由代理提供的服务，并更新代理服务的评估。

公开(公告)号：US20100111286A1

公开(公告)日：2010-05-06

申请号：US12266446

申请日：2008-11-06

Applicant: Zia CHISHTI

Inventor： Zia CHISHTI

IPC: H04M5/00

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20090319329A1

公开(公告)日：2009-12-24

申请号：US12134601

申请日：2008-06-06

Applicant: Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

Inventor： Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

IPC: G06Q30/00 ,  G06Q10/00 ,  G06Q50/00

CPC classification number: H04L67/306 ,  G06Q30/02 ,  G06Q30/0255 ,  G06Q30/0261 ,  G06Q30/0267 ,  G06Q30/0269 ,  H04L67/025 ,  H04L67/22 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2201/36

Abstract: A targeted-content-message-related profile for use with wireless access terminals (W-ATs) may be generated by one or more usage-related rules on the W-AT itself. The usage generate rules may be used by the W-AT to generate a user profile, with the usage-related rule providing a dynamic property to the user profile. All or part of the user profile may then be used as a targeted-content-message-related profile for targeting content messages.

Abstract translation: 可以通过W-AT本身上的一个或多个使用相关规则来生成与无线接入终端（W-AT）一起使用的目标内容消息相关简档。 W-AT可以使用使用生成规则来生成用户简档，其中使用相关规则向用户简档提供动态属性。 然后可将全部或部分用户简档用作用于定向内容消息的目标内容消息相关简档。

公开(公告)号：US20090003549A1

公开(公告)日：2009-01-01

申请号：US11770944

申请日：2007-06-29

Applicant: Henry Baird ,  Jon Bentley ,  Daniel Lopresti ,  Sui-Yu Wang

Inventor： Henry Baird ,  Jon Bentley ,  Daniel Lopresti ,  Sui-Yu Wang

IPC: H04M11/00

CPC classification number: H04M3/436 ,  H04M3/493 ,  H04M2201/10

Abstract: Methods and apparatus are provided for defending against telephone-based robotic attacks An interactive voice response method is provided for presenting a menu having one or more menu options to a caller. The method comprises the steps of obtaining a script to present to the caller, the script including the one or more menu options; permuting one or more characteristics of at least one of the one or more menu options; and presenting the permuted menu to the caller. The permutation may comprise, for example, adding one or more additional menu options to the menu; varying a selection number associated with the at least one menu option; varying an order of at least a plurality of the menu options; or varying a wording or pronunciation of one or more menu options.

Abstract translation: 提供了用于防止基于电话机器人攻击的方法和装置。提供交互式语音响应方法，用于向呼叫者呈现具有一个或多个菜单选项的菜单。 该方法包括以下步骤：获得向呼叫者呈现包括一个或多个菜单选项的脚本的脚本; 置换所述一个或多个菜单选项中的至少一个的一个或多个特征; 并向呼叫者呈现置换的菜单。 排列可以包括例如向菜单添加一个或多个附加菜单选项; 改变与所述至少一个菜单选项相关联的选择号码; 改变至少多个菜单选项的顺序; 或改变一个或多个菜单选项的措词或发音。

公开(公告)号：US20070165814A1

公开(公告)日：2007-07-19

申请号：US11651084

申请日：2007-01-09

Applicant: Caidong Wang ,  Masanori Goto ,  Tsuneyuki Sakano

Inventor： Caidong Wang ,  Masanori Goto ,  Tsuneyuki Sakano

IPC: H04M3/42

CPC classification number: H04M3/42017 ,  H04M3/4211 ,  H04M2201/10 ,  H04M2203/2066 ,  H04M2203/2072

Abstract: An information providing system includes a terminal on the side of a call originator, a terminal on the side of a call terminator, a content server, and an IP network. When the originator makes a call meant for the terminator, the one user terminal on side of the terminator transmits to the other user terminal on side of the originator information on contents to be provided to the latter so as to make the originator specify either contents or an audible ringing tone. As a result, if the originator specifies contents, the contents are provided from the content server to the one user terminal. Conversely, if the originator specifies a ringing tone, then a ringing tone is provided to the one user terminal in a known manner.

Abstract translation: 信息提供系统包括呼叫发起者侧的终端，呼叫终止者侧的终端，内容服务器和IP网络。 当发起者进行呼叫终端时，终端的一个用户终端向发起者侧的另一个用户终端发送关于提供给终端的内容的信息，以使发起者指定内容或 一个可听见的响声。 结果，如果发起者指定内容，则从内容服务器向一个用户终端提供内容。 相反，如果发起者指定了振铃音，则以已知的方式向一个用户终端提供振铃音。

公开(公告)号：US20040250002A1

公开(公告)日：2004-12-09

申请号：US10798213

申请日：2004-03-10

Applicant: Nokia Corporation

Inventor： Tino Hellberg

IPC: G06F013/12

CPC classification number: G06F1/324 ,  G06F1/1632 ,  G06F1/3203 ,  H04M1/72527 ,  H04M2201/10 ,  Y02D10/126

Abstract: Disclosed is an interface (10, 40) between a master device (30) and a slave device (20). The interface includes a bit serial bidirectional signal line (10A) for conveying commands and associated data from the master device to the slave device, and for conveying a reset signal, an interrupt signal, and a learning sequence signal for specifying a duration of a bit time for data transferred from the slave device to the master device. The bit serial bidirectional signal line further indicates an accessory device connected/disconnected state to the master device.

Abstract translation: 公开了主设备（30）和从设备（20）之间的接口（10,40）。 接口包括用于将命令和关联数据从主设备传送到从设备的位串行双向信号线（10A），以及用于传送复位信号，中断信号和用于指定位的持续时间的学习序列信号 从从设备传输到主设备的数据的时间。 位串行双向信号线还指示与主设备的附件设备连接/断开状态。

公开(公告)号：US06697479B1

公开(公告)日：2004-02-24

申请号：US09415718

申请日：1999-10-12

Applicant: Stacey Alan Barnes ,  James C. Colson ,  James Patrick Robbins

Inventor： Stacey Alan Barnes ,  James C. Colson ,  James Patrick Robbins

IPC: H04M342

CPC classification number: H04M3/436 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/42068 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2242/06

Abstract: Selective filtering of an incoming telephone call is provided wherein a caller ID information of a third party wishing to converse with a first party already engaged in conversation with a second party is retrieved. The priority level associated with the third party is then determined and compared to a priority level associated with the second party. In the event that the third party has a higher priority level than the second party, the first party is alerted to the occurrence of the incoming call. Alternatively, if the third party has a lower priority level than the second party, the incoming call to an alternate destination.

Abstract translation: 提供进入电话呼叫的选择性过滤，其中检索希望与已经与第二方通话的第一方进行交谈的第三方的呼叫者ID信息。 然后确定与第三方相关联的优先级，并将其与与第二方相关联的优先级进行比较。 在第三方具有比第二方优先级更高的情况下，第一方被警告来电的发生。 或者，如果第三方具有比第二方更低的优先权级别，则到另一目的地的呼入。

公开(公告)号：US20170236159A1

公开(公告)日：2017-08-17

申请号：US15587159

申请日：2017-05-04

Applicant: AT&T Mobility II LLC

Inventor： Matthew Hull ,  Goshtasb Foroutan

IPC: G06Q30/02

CPC classification number: G06Q30/0267 ,  G06Q30/02 ,  G06Q30/0242 ,  G06Q30/0244 ,  G06Q30/0261 ,  G06Q30/0269 ,  H04M3/42068 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2207/18

Abstract: Advertisement vendors can be dynamically selected in response to a request from a wireless communication device. A mediation router can receive an ad request from a portal interfaced with a wireless device. Specifically, the mediation router analyzes the request and dynamically selects an ad vendor to service the request, based in part on the analysis. The selected ad vendor supplies the ad and the mediation router ensures that the portal receives the ad. The mediation router selects an ad vendor in a variety of ways including, but not limited to, business decision rules or artificial intelligence and/or a combination thereof. The mediation router further employs customer profiles that help vendors target advertisements to specific consumers and wireless devices.