公开(公告)号：US20160323446A1

公开(公告)日：2016-11-03

申请号：US15208004

申请日：2016-07-12

Applicant: Ooma, Inc.

Inventor： Toby Farrand ,  Kevin Snow ,  Dennis Peng

IPC: H04M3/436 ,  H04M7/00 ,  H04M3/42

CPC classification number: H04M3/436 ,  H04M1/00 ,  H04M1/663 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42153 ,  H04M3/4365 ,  H04M7/006 ,  H04M2201/18 ,  H04W4/16

Abstract: A method for filtering a telephone call is provided. The method may comprise receiving from a caller the telephone call directed to a communication device associated with an intended call recipient. The received telephone call may be scored based on predetermined scoring criteria to create a score indicative of a desirability of the telephone call. Furthermore, the method may comprise comparing the score to a predetermined threshold score. Based on the comparison, the method may further comprise selectively classifying the telephone call as an unwanted telephone call. Furthermore, the method may comprise selectively rejecting the unwanted telephone call.

公开(公告)号：US09484026B2

公开(公告)日：2016-11-01

申请号：US14990221

申请日：2016-01-07

Applicant: Marchex, Inc.

Inventor： Jason Flaks ,  Ziad Ismail ,  Chris Kolbegger

IPC: G10L15/00 ,  G10L15/193 ,  G10L15/18 ,  G10L15/14 ,  G10L15/16 ,  H04M3/51 ,  G10L15/08

CPC classification number: G10L15/193 ,  G10L15/142 ,  G10L15/16 ,  G10L15/1822 ,  G10L2015/088 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2203/6009 ,  H04M2242/12

Abstract: A facility and method for analyzing and classifying calls without transcription via keyword spotting is disclosed. The facility uses a group of calls having known outcomes to generate one or more domain- or entity-specific grammars containing keywords and related information that are indicative of particular outcome. The facility monitors telephone calls by determining the domain or entity associated with the call, loading the appropriate grammar or grammars associated with the determined domain or entity, and tracking keywords contained in the loaded grammar or grammars that are spoken during the monitored call, along with additional information. The facility performs a statistical analysis on the tracked keywords and additional information to determine a classification for the monitored telephone call.

Abstract translation: 公开了一种通过关键词检测来分析和分类无转录的设施和方法。 该设施使用具有已知结果的一组呼叫来生成包含关键字和相关信息的一个或多个域或实体特定语法，这些语法指示特定的结果。 该设施通过确定与呼叫相关联的域或实体来监视电话呼叫，加载与所确定的域或实体相关联的适当语法或语法，以及跟踪包含在被监视呼叫期间所述的加载的语法或语法中的关键字以及 附加信息。 该设施对跟踪的关键字和附加信息进行统计分析，以确定被监视的电话呼叫的分类。

公开(公告)号：US20160316059A1

公开(公告)日：2016-10-27

申请号：US15140430

申请日：2016-04-27

Applicant: TalkIQ, Inc.

Inventor： YONATHAN A. NUTA ,  JOHN P. EVANS ,  JAMES W. PALMER ,  ETIENNE MANDERSCHEID ,  CYNTHIA HENDERSON

IPC: H04M3/51 ,  G10L15/26 ,  G10L15/06 ,  G10L15/04

CPC classification number: H04M3/5175 ,  G06Q10/04 ,  G06Q10/06375 ,  G06Q10/06398 ,  G10L15/04 ,  G10L15/063 ,  G10L15/22 ,  G10L15/26 ,  H04M3/42221 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2203/556

Abstract: Methods and systems for determining conversation quality are described. Predictive models may be trained to estimate values of conversation quality metrics for ongoing conversations. A predictive model may be trained to predict the outcome of an ongoing conversation based on the values of conversation quality metrics for the conversation. The trained predictive model may be used to predict the outcome of an ongoing conversation, and/or to provide recommendations to a participant in the conversation regarding adjustments to the participant's communications that are predicted to improve the outcome of the conversation.

Abstract translation: 描述了确定会话质量的方法和系统。 可以训练预测模型来估计正在进行的对话的会话质量度量的值。 可以基于对话的会话质量度量的值来训练预测模型来预测正在进行的会话的结果。 所训练的预测模型可以用于预测正在进行的对话的结果，和/或向会话中的参与者提供关于参与者通信的调整的建议，所述调整被预测为改善对话的结果。

公开(公告)号：US20160295023A1

公开(公告)日：2016-10-06

申请号：US15180771

申请日：2016-06-13

Applicant: KAYOTE NETWORKS, INC

Inventor： Baruch Sterman ,  David Schwartz ,  Eli Katz

IPC: H04M7/12 ,  H04L29/12

CPC classification number: H04M7/128 ,  H04L12/66 ,  H04L61/1511 ,  H04L61/157 ,  H04L61/6009 ,  H04M7/123 ,  H04M2201/18 ,  H04M2201/36

Abstract: A method for telephony includes receiving at an Internet telephony service provider a subscriber request to place a call to a telephone number. A cache associated with the internet telephony service provider is queried to check if the cache holds a record for the telephone number. If the cache holds the record, the record is obtained. If the cache does not hold the record, a request is sent to a database server that maintains a database of records associating endpoint user terminal telephone numbers of subscribers with respective packet network addresses of the endpoint user terminal. The call is placed to the endpoint user terminal telephone number via a public switched telephone network whilst the request is sent to the database server to retrieve the packet network address of the endpoint user terminal to which calls to the telephone number should be placed.

Abstract translation: 一种用于电话的方法包括：在因特网电话服务提供商处接收用户呼叫到电话号码的用户请求。 查询与互联网电话服务提供商相关联的高速缓存以检查高速缓存是否保存电话号码的记录。 如果缓存保存该记录，则获得该记录。 如果高速缓存不保存记录，则向数据库服务器发送一个请求，数据库服务器维护一个记录数据库，将终端用户终端电话号码与端点用户终端的相应分组网络地址相关联。 该呼叫经由公共交换电话网络被发送到端点用户终端电话号码，同时该请求被发送到数据库服务器以检索应该向电话号码呼叫的端点用户终端的分组网络地址。

公开(公告)号：US09438641B2

公开(公告)日：2016-09-06

申请号：US12115196

申请日：2008-05-05

Applicant: Navjot Singh ,  Akshay Adhikari ,  Yu-Sung Wu

Inventor： Sachin Garg ,  Navjot Singh ,  Akshay Adhikari ,  Yu-Sung Wu

IPC: H04L12/66 ,  G06F17/00 ,  H04L29/06 ,  H04M3/436 ,  H04L12/58

CPC classification number: H04L65/1079 ,  H04L51/12 ,  H04M3/436 ,  H04M2201/18

Abstract: An apparatus and method for detecting potentially-improper call behavior (e.g., SPIT, etc.) are disclosed. The illustrative embodiment of the present invention is based on finite-state machines (FSMs) that represent the legal states and state transitions of a communications protocol at a node during a Voice over Internet Protocol (VoIP) call. In accordance with the illustrative embodiment, a library of FSM execution profiles associated with improper call behavior is maintained. When there is a match between the behavior of a finite-state machine during a call and an execution profile in the library, an alert is generated.

Abstract translation: 公开了一种用于检测潜在不适当的呼叫行为（例如，SPIT等）的装置和方法。 本发明的说明性实施例基于表示在因特网协议语音（VoIP）呼叫期间在节点处的通信协议的合法状态和状态转换的有限状态机（FSM）。 根据说明性实施例，保持与不正当呼叫行为相关联的FSM执行简档库。 当在调用期间有限状态机的行为与库中的执行配置文件之间存在匹配时，生成警报。

公开(公告)号：US09386137B1

公开(公告)日：2016-07-05

申请号：US14622999

申请日：2015-02-16

Applicant: West Corporation

Inventor： David Scheet ,  James K. Boutcher ,  Jeffrey William Cordell

IPC: H04M1/64 ,  H04M3/54 ,  H04M3/533 ,  H04M3/56 ,  G10L15/26

CPC classification number: H04M1/656 ,  G06F17/2705 ,  G06F17/2765 ,  G10L15/26 ,  H04M1/642 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/533 ,  H04M3/54 ,  H04M3/56 ,  H04M3/563 ,  H04M3/58 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/559

Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a voice call, and storing the portion of the voice call in memory. The method may also include processing the portion of the voice call to identify at least one segment of interest, and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.

公开(公告)号：US09294625B2

公开(公告)日：2016-03-22

申请号：US14496137

申请日：2014-09-25

Applicant: 8x8, Inc.

Inventor： Robert Townsend

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/436 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M15/80 ,  H04M15/8027 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

公开(公告)号：US09166885B2

公开(公告)日：2015-10-20

申请号：US13140100

申请日：2008-12-19

Applicant: Pompeo Santoro ,  Rossana Tomeo

Inventor： Pompeo Santoro ,  Rossana Tomeo

IPC: H04W4/02 ,  H04W24/00 ,  H04L12/24 ,  H04L29/06 ,  H04M3/22 ,  H04M3/42 ,  H04W8/08

CPC classification number: H04L41/12 ,  H04L63/102 ,  H04L63/30 ,  H04L63/302 ,  H04M3/2281 ,  H04M3/42348 ,  H04M2201/18 ,  H04M2207/18 ,  H04W8/08

Abstract: The present invention relates to methods and arrangements to establish an identity of a target T. The method comprises the following steps:—Collecting geographical location points A, B, C, D indicating presence of the target.—Interrogating at least one mobile network to fetch lists of identities of users located in defined areas C1-C3, each area covering a collected geographical location point.—Crosschecking between the fetched lists.—Identifying a single identity that is common to the fetched lists.

Abstract translation: 本发明涉及建立目标T的身份的方法和装置。该方法包括以下步骤： - 收集指示目标存在的地理位置点A，B，C，D。 - 将至少一个移动网络询问到 获取位于定义区域C1-C3中的用户的身份的列表，每个区域覆盖所收集的地理位置点。 - 获取的列表之间的交叉检查。 - 识别所获取的列表共有的单个标识。

公开(公告)号：US20150281445A1

公开(公告)日：2015-10-01

申请号：US14230792

申请日：2014-03-31

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M3/51 ,  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.

Abstract translation: 呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。 呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。 呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。 在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。 基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。

公开(公告)号：US20150237211A1

公开(公告)日：2015-08-20

申请号：US14705215

申请日：2015-05-06

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI ,  Stuart J. SPOTTISWOODE ,  Christopher W. JONES

IPC: H04M3/523

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of agents ordered for assignment to a contact queue, and assigning a first out-of-order agent from the plurality of agents to a first contact that arrives at the contact queue based on information about the first contact.

Abstract translation: 公开了在联络中心系统中处理联系人和代理人的技术。 在一个具体实施例中，这些技术可以被实现为用于处理联络中心系统中的联系人和代理的方法，包括识别被排序用于分配到联系人队列的多个代理，以及从多个分配给第一无序代理 基于关于第一联系人的信息到达联系队列的第一联系人的代理。