公开(公告)号：US20170180548A1

公开(公告)日：2017-06-22

申请号：US15394932

申请日：2016-12-30

Applicant: Verint Systems Ltd.

Inventor： Arik Poznanski ,  Itai Langer

IPC: H04M3/22 ,  H04W12/02 ,  H04W72/04

CPC classification number: H04M3/2281 ,  H04L63/304 ,  H04M2201/18 ,  H04M2207/18 ,  H04W12/02 ,  H04W72/042

Abstract: Methods and systems for monitoring communication of mobile communication terminals, such as cellular phones. An off-air monitoring system reconstructs both directions of a call conducted between two mobile terminals by receiving only downlink channels. The off-air monitoring system receives multiple downlink transmissions transmitted by base stations in a wireless communication network. The system uses the received downlink transmissions to reconstruct the bidirectional call content of calls conducted between wireless terminals. In order to reconstruct the bidirectional content of a given call, the system identifies and correlates the two downlink transmissions of that call from among the multiple received downlink transmissions.

公开(公告)号：US09648163B2

公开(公告)日：2017-05-09

申请号：US14658622

申请日：2015-03-16

Applicant: Time Warner Cable Enterprises LLC

Inventor： Howard Leigh Pfeffer ,  Matthew John Cannon ,  Jeffrey James Lindsay

IPC: H04M3/42 ,  H04M3/436 ,  H04M3/22

CPC classification number: H04M3/436 ,  H04M3/2218 ,  H04M3/4365 ,  H04M2201/18 ,  H04M2203/556

Abstract: An analyzer resource receives call information about outbound phone calls from multiple phone numbers to target phone numbers in a phone network. The analyzer resource analyzes the call information to detect likely unwanted call activity. Based on the analyzing, the analyzer resource produces a list of phone numbers from which one or more entities originate unwanted calls to the subscribers in the phone network.

公开(公告)号：US20170126885A1

公开(公告)日：2017-05-04

申请号：US15319237

申请日：2015-06-12

Applicant: NEC Corporation

Inventor： Tomoki MURAKAMI

IPC: H04M3/42 ,  G10L17/22 ,  G10L17/02 ,  G10L17/06

CPC classification number: H04M3/42059 ,  G10L17/00 ,  G10L17/02 ,  G10L17/06 ,  G10L17/22 ,  H04M3/42221 ,  H04M11/04 ,  H04M2201/18 ,  H04M2201/405 ,  H04M2203/6027 ,  H04M2203/6045

Abstract: A caller identification apparatus, in order to make, with higher precision, a sharp distinction between a call from a fraud and a call from a person who is not a fraud, comprises a storage means and a voice characteristic analysis means. The storage means stores both a white list with which first voice characteristic information, which is the voice characteristic information of closely related persons of a call recipient, is registered and a black list with which second voice characteristic information, which is the voice characteristic information of frauds, is registered. The voice characteristic analysis means acquires the voice data of a call, obtains third voice characteristic information, which is the voice characteristic information of the voice data, and determines whether the third voice characteristic information matches the first voice characteristic information or the second voice characteristic information. If the third voice characteristic information matches neither the first voice characteristic information nor the second voice characteristic information, the voice characteristic analysis means determines whether the third voice characteristic information includes the voice characteristic information of any multiple persons. If the third voice characteristic information includes the voice characteristic information of any multiple persons, the voice characteristic analysis means obtains a first determination result that the call is probably a call from said frauds.

公开(公告)号：US20170118340A1

公开(公告)日：2017-04-27

申请号：US15338313

申请日：2016-10-28

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

公开(公告)号：US09628612B2

公开(公告)日：2017-04-18

申请号：US14974525

申请日：2015-12-18

Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION

Inventor： Elisabetta Flamini ,  Rajasinghe S. Gunaratne ,  Ravi D. Khetani ,  Kyle Milner

IPC: H04M3/02 ,  H04W4/14 ,  H04M3/436 ,  H04W4/02

CPC classification number: H04M3/02 ,  H04M3/436 ,  H04M9/082 ,  H04M2201/18 ,  H04W4/023 ,  H04W4/14

Abstract: A method, system, and computer program product include a processor detecting, ambient noise in the vicinity of the mobile telephone and accessing one or more stored sounds. The processor determines that the ambient noise matches a stored sound of the one or more stored sounds and based on the determining, switches handling of incoming calls to the mobile phone to a predetermined state.

公开(公告)号：US20170094061A1

公开(公告)日：2017-03-30

申请号：US15315500

申请日：2014-07-29

Applicant: Huawei Technologies Co., Ltd.

Inventor： Yongfeng Tu ,  Wenmei Gao ,  Zhu Liu

IPC: H04M3/58 ,  H04W4/16

CPC classification number: H04M3/58 ,  H04M1/006 ,  H04M3/02 ,  H04M3/42059 ,  H04M3/54 ,  H04M19/04 ,  H04M2201/18 ,  H04W4/16

Abstract: A call transfer method and user equipment relate to the communications field, where the method includes acquiring a phone number of a current call to first user equipment, determining whether the phone number of the current call is a trigger number, determining whether a ring parameter corresponding to the number of the call meets a preset condition when the phone number of the current call is the trigger number, and sending a call transfer instruction to a server when the ring parameter corresponding to the number of the call meets the preset condition such that when a number of a call is a trigger number and a ring parameter corresponding to the number of the call meets a preset condition, the call to first user equipment is transferred.

公开(公告)号：US09584662B2

公开(公告)日：2017-02-28

申请号：US14950062

申请日：2015-11-24

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

Inventor： Cecilia Castillo ,  Theodore J. Roycraft ,  James M. Wilson

IPC: H04M3/51 ,  G10L15/193 ,  G06F17/27 ,  H04M3/22 ,  H04M3/493 ,  G06F17/28 ,  G10L15/18 ,  G06F9/44

CPC classification number: H04M3/5175 ,  G06F9/44 ,  G06F9/4498 ,  G06F17/271 ,  G06F17/2775 ,  G06F17/28 ,  G10L15/1822 ,  G10L15/193 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/24 ,  H04M3/4936 ,  H04M2201/18

Abstract: A method, system and module for automatically validating dialogs associated with a spoken dialog service. The method comprises extracting key data from a dialog call detail record associated with a spoken dialog service, transmitting the key data as a dialog to a state-based representation (such as a finite-state machine) associated with a call-flow for the spoken dialog service and determining whether the dialog associated with the key data is a valid dialog for the call-flow.

Abstract translation: 一种用于自动验证与口语对话服务相关联的对话框的方法，系统和模块。 该方法包括从与口语对话服务相关联的对话呼叫详细记录中提取密钥数据，将密钥数据作为对话发送到与所述语音的呼叫流相关联的基于状态的表示（例如有限状态机） 对话服务，并确定与密钥数据相关联的对话是否是呼叫流的有效对话。

公开(公告)号：US09571994B2

公开(公告)日：2017-02-14

申请号：US14109653

申请日：2013-12-17

Applicant: Matthew Stephen Yagey

Inventor： Matthew Stephen Yagey

IPC: H04M3/42 ,  H04W4/16 ,  H04W4/12 ,  H04M3/533

CPC classification number: H04W4/16 ,  H04M3/533 ,  H04M2201/18 ,  H04M2203/6045 ,  H04W4/12

Abstract: A method includes programmatically placing a first call to a destination phone number associated with a line, and recording the first call as a first recording; receiving a signal corresponding to an incoming call directed to a first phone number; determining, based on stored data representing association of the first phone number with the destination phone number, that the destination phone number is associated with the first phone number; routing, based on the determination that the destination phone number is associated with the first phone number, call data corresponding to the incoming call to a destination device associated with the destination phone number, and recording the call as a second recording; comparing the second recording to the first recording, and effecting communication, based on a determination that the first and second recordings match, of an alert to one or more phone numbers.

Abstract translation: 一种方法包括以编程方式将第一呼叫放置到与线路相关联的目的地电话号码，并将第一呼叫记录为第一记录; 接收对应于指向第一电话号码的来电的信号; 基于表示第一电话号码与目的地电话号码的关联的存储数据确定目的地电话号码与第一电话号码相关联; 基于所述目的地电话号码与所述第一电话号码相关联的确定，将与所述呼入对应的呼叫数据呼叫到与所述目的地电话号码相关联的目的地设备，并将所述呼叫记录为第二记录; 将第二记录与第一记录进行比较，并且基于对第一和第二记录的匹配的确定，对一个或多个电话号码进行警报的通信。

公开(公告)号：US09565295B2

公开(公告)日：2017-02-07

申请号：US15077051

申请日：2016-03-22

Applicant: Verint Systems Ltd.

Inventor： Arik Poznanski ,  Itai Langer

IPC: H04W72/04 ,  H04M3/22

CPC classification number: H04M3/2281 ,  H04L63/304 ,  H04M2201/18 ,  H04M2207/18 ,  H04W12/02 ,  H04W72/042

Abstract: Methods and systems for monitoring communication of mobile communication terminals, such as cellular phones. An off-air monitoring system reconstructs both directions of a call conducted between two mobile terminals by receiving only downlink channels. The off-air monitoring system receives multiple downlink transmissions transmitted by base stations in a wireless communication network. The system uses the received downlink transmissions to reconstruct the bidirectional call content of calls conducted between wireless terminals. In order to reconstruct the bidirectional content of a given call, the system identifies and correlates the two downlink transmissions of that call from among the multiple received downlink transmissions.

Abstract translation: 用于监视诸如蜂窝电话的移动通信终端的通信的方法和系统。 无线监控系统通过仅接收下行链路信道来重建在两个移动终端之间进行呼叫的两个方向。 空中监视系统在无线通信网络中接收由基站发送的多个下行链路传输。 系统使用所接收的下行链路传输来重建在无线终端之间进行的呼叫的双向呼叫内容。 为了重建给定呼叫的双向内容，系统从多个接收的下行链路传输中识别并关联该呼叫的两个下行链路传输。

公开(公告)号：US20160360040A1

公开(公告)日：2016-12-08

申请号：US15243624

申请日：2016-08-22

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/06 ,  H04M3/5232 ,  H04M2201/18

Abstract: A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。