公开(公告)号：US08451823B2

公开(公告)日：2013-05-28

申请号：US11301434

申请日：2005-12-13

Applicant: Shay Ben-David ,  Ron Hoory ,  Alexey Roytman ,  Zohar Sivan ,  James Jude Sliwa

Inventor： Shay Ben-David ,  Ron Hoory ,  Alexey Roytman ,  Zohar Sivan ,  James Jude Sliwa

IPC: H04L12/66 ,  H04M1/64 ,  G10L15/00

CPC classification number: H04L29/06027 ,  G10L15/30 ,  H04L65/103 ,  H04L65/104 ,  H04L65/1069 ,  H04L65/608 ,  H04M3/4938 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60

Abstract: A voice processing system includes a real-time voice server, which is arranged to process real-time voice processing tasks for clients of the system. A gateway processor is arranged to accept from a client a request to perform an off-line voice processing task, to convert the off-line voice processing task into an equivalent real-time voice processing task, to invoke the voice server to process the equivalent real-time voice processing task, and to output a result of the equivalent real-time voice processing task.

Abstract translation: 语音处理系统包括实时语音服务器，其被配置为处理系统的客户端的实时语音处理任务。 网关处理器被设置为从客户端接受执行离线语音处理任务的请求，将离线语音处理任务转换为等效的实时语音处理任务，以调用语音服务器来处理等效的 实时语音处理任务，并输出等效实时语音处理任务的结果。

公开(公告)号：US20130089190A1

公开(公告)日：2013-04-11

申请号：US13687718

申请日：2012-11-28

Applicant: Mamoon RASHID ,  Sivakumaran SANMUGASUNTHARAM ,  Anton MENDOZA

Inventor： Mamoon RASHID ,  Sivakumaran SANMUGASUNTHARAM ,  Anton MENDOZA

IPC: H04M3/436

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 system and method of saving and delivering a voice memo or text memo to identify incoming calls is provided. 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. In one processing option, a text to speech audio presentation of the text of the memo is made available to permit the message to be heard over a telephone or networked audio capable PDA device. In other processing options, the user has the text of the message sent to the user's PC or emailed or sent by instant message to the user's PDA device.

公开(公告)号：US20130060856A1

公开(公告)日：2013-03-07

申请号：US13604929

申请日：2012-09-06

Applicant: LANCE FRIED ,  JOSEPH KATZ

Inventor： LANCE FRIED ,  JOSEPH KATZ

IPC: G06F15/16

CPC classification number: G06Q10/10 ,  G06Q50/01 ,  G10L15/30 ,  H04L51/32 ,  H04L67/327 ,  H04M3/5141 ,  H04M3/5231 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/655

Abstract: A social proxy and protocol gateway for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database is disclosed. A data link is connected to a carrier network to receive, author tags, attributes, and routing information requests and other routing data. Additional data links are connected to a contact center database and a social network listening device or proprietary social feedback apparatus to obtain information used in determining routing and tagging instructions. A user interface is connected to the social proxy and protocol gateway to accept configurable conditions for determining routing instructions. A text conversion function and speech conversion function is disclosed for providing media conversion for the requirements of each target enterprise contact center.

Abstract translation: 公开了一种用于与运营商网络，社交监听设备，社交网络或专有社交反馈设备进行接口的社交代理和协议网关，以及联络中心和联络中心数据库。 数据链路连接到运营商网络以接收，作者标签，​​属性和路由信息请求和其他路由数据。 附加数据链路连接到联络中心数据库和社交网络监听设备或专有社会反馈设备，以获得用于确定路由和标记指令的信息。 用户界面连接到社交代理和协议网关，以接受用于确定路由指令的可配置条件。 公开了文本转换功能和语音转换功能，用于为每个目标企业联络中心的要求提供媒体转换。

公开(公告)号：US08380516B2

公开(公告)日：2013-02-19

申请号：US13283448

申请日：2011-10-27

Applicant: David Jaramillo ,  Marc White

Inventor： David Jaramillo ,  Marc White

IPC: G10L21/06

CPC classification number: H04M3/493 ,  G06F17/30864 ,  G06F17/30899 ,  G06F17/30905 ,  G10L15/197 ,  G10L21/00 ,  H04M3/4938 ,  H04M7/0036 ,  H04M2201/39 ,  H04M2201/40

Abstract: A method of obtaining information using a mobile device can include receiving a request including speech data from the mobile device, and querying a network service using query information extracted from the speech data, whereby search results are received from the network service. The search results can be formatted for presentation on a display of the mobile device. The search results further can be sent, along with a voice grammar generated from the search results, to the mobile device. The mobile device then can render the search results.

Abstract translation: 使用移动设备获得信息的方法可以包括从移动设备接收包括语音数据的请求，以及使用从语音数据提取的查询信息来查询网络服务，从而从网络服务接收搜索结果。 搜索结果可以被格式化以在移动设备的显示器上呈现。 搜索结果还可以与从搜索结果生成的语音语法一起发送到移动设备。 然后，移动设备可以呈现搜索结果。

公开(公告)号：US08213966B1

公开(公告)日：2012-07-03

申请号：US11684720

申请日：2007-03-12

Applicant: Marcello Typrin ,  Laura Marino ,  Kyle Oppenheim ,  Susan Jeanne Boyce

Inventor： Marcello Typrin ,  Laura Marino ,  Kyle Oppenheim ,  Susan Jeanne Boyce

IPC: H04W4/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/00 ,  H04L29/06 ,  H04L29/08

CPC classification number: H04M3/4931 ,  H04L51/066 ,  H04L51/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/654 ,  H04W4/12

Abstract: Information may be provided to a caller via text messages as a complement to information provided over a voice interface. In one implementation, a system may receive a request for information over a voice channel from a mobile terminal and respond to the request with text transmitted to the mobile terminal over a text channel.

Abstract translation: 可以通过文本消息向呼叫者提供信息，作为通过语音接口提供的信息的补充。 在一个实现中，系统可以通过来自移动终端的语音信道接收对信息的请求，并且通过文本信道对通过移动终端发送的文本进行响应。

公开(公告)号：US08204181B2

公开(公告)日：2012-06-19

申请号：US12166824

申请日：2008-07-02

Applicant: Thomas E. Creamer ,  Victor S. Moore ,  Wendi L. Nusbickel ,  Ricardo Dos Santos ,  James J. Sliwa

Inventor： Thomas E. Creamer ,  Victor S. Moore ,  Wendi L. Nusbickel ,  Ricardo Dos Santos ,  James J. Sliwa

IPC: H04M3/42 ,  H04M11/00 ,  H04L12/16 ,  G10L11/00

CPC classification number: H04M3/4938 ,  H04L12/64 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/2066

Abstract: A method for providing voice telephony services can include the step of receiving a call via a telephone gateway. The telephone gateway can convey call identifying data to a resource connector. A media port can be responsively established within a media converter that is communicatively linked to the telephone gateway through a port associated with the call. A call description object can be constructed that includes the call identifying data and an identifier for the media port. The call description object can be conveyed to a telephony application server that provides at least one speech service for the call. The telephony application server can initiate at least one programmatic action of a communicatively linked speech engine. The speech engine can convey results of the programmatic action to the media converter through the media port. The media converter can stream speech signals for the call based upon the results.

Abstract translation: 用于提供语音电话服务的方法可以包括通过电话网关接收呼叫的步骤。 电话网关可以将呼叫识别数据传送到资源连接器。 媒体端口可以在通过与呼叫相关联的端口通信地链接到电话网关的媒体转换器内被响应地建立。 可以构造包括呼叫识别数据和媒体端口的标识符的呼叫描述对象。 呼叫描述对象可以被传送到为呼叫提供至少一个语音服务的电话应用服务器。 电话应用服务器可以启动通信链接的语音引擎的至少一个编程动作。 语音引擎可以通过媒体端口将编程动作的结果传达给媒体转换器。 媒体转换器可以基于结果流式传输用于呼叫的语音信号。

公开(公告)号：US08170197B2

公开(公告)日：2012-05-01

申请号：US11083657

申请日：2005-03-17

Applicant: Gilad Odinak

Inventor： Gilad Odinak

IPC: H04M1/64 ,  H04M5/00

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 providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.

Abstract translation: 描述了一种用于为自动呼叫中心呼叫处理提供基于消息的通信基础设施的系统和方法。 识别记录的用户消息流中的言语言语音。 记录的用户消息从与用户的呼叫分析到呼叫中心。 记录的用户消息流被存储到由呼叫中心维护的数据库中。 通过代理处理呼叫。 一个或多个用户消息被呈现给代理。 响应于代理程序执行用户消息的命令。

公开(公告)号：US20120046950A1

公开(公告)日：2012-02-23

申请号：US13283448

申请日：2011-10-27

Applicant: David Jaramillo ,  Marc White

Inventor： David Jaramillo ,  Marc White

IPC: G10L11/00

CPC classification number: H04M3/493 ,  G06F17/30864 ,  G06F17/30899 ,  G06F17/30905 ,  G10L15/197 ,  G10L21/00 ,  H04M3/4938 ,  H04M7/0036 ,  H04M2201/39 ,  H04M2201/40

Abstract: A method of obtaining information using a mobile device can include receiving a request including speech data from the mobile device, and querying a network service using query information extracted from the speech data, whereby search results are received from the network service. The search results can be formatted for presentation on a display of the mobile device. The search results further can be sent, along with a voice grammar generated from the search results, to the mobile device. The mobile device then can render the search results.

Abstract translation: 使用移动设备获得信息的方法可以包括从移动设备接收包括语音数据的请求，以及使用从语音数据提取的查询信息来查询网络服务，从而从网络服务接收搜索结果。 搜索结果可以被格式化以在移动设备的显示器上呈现。 搜索结果还可以与从搜索结果生成的语音语法一起发送到移动设备。 然后，移动设备可以呈现搜索结果。

公开(公告)号：US08116445B2

公开(公告)日：2012-02-14

申请号：US11732626

申请日：2007-04-03

Applicant: Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

IPC: H04M3/22

CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

Abstract: An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script, which includes a plurality of instructions. A visual representation of the audio communication is presented substantially simultaneously with the audio communication to an agent based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.

Abstract translation: 提供了一种用于监视呼叫者和自动语音响应（AVR）系统之间的交互的装置和方法。 通过执行包括多个指令的AVR脚本来处理来自呼叫者的音频通信。 音频通信的视觉表示基本上与基于AVR脚本的代理的音频通信同时呈现。 视觉表示包括至少一个要填充从呼叫者获得的信息的字段，并且可以由代理更新填充在该字段中的信息。

公开(公告)号：US08068598B1

公开(公告)日：2011-11-29

申请号：US12080289

申请日：2008-04-02

Applicant: Dario Russi ,  Qian Chen

Inventor： Dario Russi ,  Qian Chen

IPC: H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/5233 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/403

Abstract: An exemplary method for training call center agents over a communications network using automatically selected training scenarios comprises the steps of obtaining confirmations of availability of a plurality of call center agents, determining a proctor based on proctor attributes stored in a database, selecting an agent from the plurality of agents, based on agent attributes stored in the database, to be trained by the proctor, automatically determining a training scenario based on the selected agent's attributes, and enabling the proctor and the agent to engage in the training scenario.

Abstract translation: 使用自动选择的训练场景通过通信网络训练呼叫中心代理的示例性方法包括以下步骤：获得对多个呼叫中心代理的可用性的确认，基于存储在数据库中的检测器属性来确定检测者，从 基于存储在数据库中的代理属性的多个代理将被监督者训练，基于所选择的代理的属性自动确定训练场景，并使得监督者和代理人能够参与训练场景。