公开(公告)号：US06658102B1

公开(公告)日：2003-12-02

申请号：US09601950

申请日：2000-08-09

Applicant: Vincent Reinier Van Amerongen

Inventor： Vincent Reinier Van Amerongen

IPC: H04M342

CPC classification number: H04M3/527 ,  H04M2201/16 ,  H04M2201/40

Abstract: A method and apparatus for communication by means of an electronic call assistant which is able to operate in at least either a background mode or in a foreground mode wherein: the electronic call assistant is arranged to arrange waiting tasks in a priority list in accordance with a priority sequence; and the foreground mode comprises at least a guiding mode which is entered by the electronic call assistant as soon as a user has switched the electronic call assistant from its background to its foreground mode and in which the electronic call assistant controls carrying out the waiting tasks in accordance with the priority sequence of the waiting tasks in the priority list.

Abstract translation: 一种用于通过电话呼叫助理进行通信的方法和装置，其能够至少在背景模式或前台模式中操作，其中：电子呼叫助理被安排为按照 优先顺序; 并且前景模式至少包括由用户将电子呼叫助理从其背景切换到其前台模式时由电子呼叫助理输入的引导模式，并且其中电子呼叫助手控制执行等待任务 根据优先级列表中的等待任务的优先级顺序。

公开(公告)号：US20020164001A1

公开(公告)日：2002-11-07

申请号：US10190029

申请日：2002-07-03

Inventor： John Holland ,  Paul Ranford ,  Peter Robson ,  Neal Oliver

IPC: H04M001/64

CPC classification number: H04M7/0036 ,  H04M3/367 ,  H04M3/487 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5234 ,  H04M7/0018 ,  H04M2201/16 ,  H04M2201/40 ,  H04Q3/0045 ,  H04Q3/0054

Abstract: A call processing system is disclosed wherein plural platforms are populated with plural voice boards. Each board on the different platforms is populated with different resources, and resources may be allocated from any board and any platform to process calls. In a preferred implementation, a priority system is established so that co-located resources are preferred.

Abstract translation: 公开了一种呼叫处理系统，其中多个平台装有多个语音板。 不同平台上的每个电路板都填充有不同的资源，资源可以从任何电路板和任何平台分配来处理电话。 在优选实施方式中，建立优先级系统，使得优先配置共享资源。

公开(公告)号：US20180352093A1

公开(公告)日：2018-12-06

申请号：US16103785

申请日：2018-08-14

Applicant: Fred Roby ,  Stephen Jason Freeland

Inventor： Fred Roby ,  Stephen Jason Freeland

IPC: H04M7/00 ,  G06F21/31 ,  H04M3/42

CPC classification number: H04M7/0078 ,  G06F21/313 ,  H04M3/42008 ,  H04M3/42382 ,  H04M7/0066 ,  H04M2201/16

Abstract: A system and method is provided for facilitating a communication between a client and an advisor. The system preferably includes a client device, an advisor device, and a host device, all connected via a network. The client device may interact with a website to request a communication with an advisor. The host device may provide the request to the advisor via a mobile application operating on the advisor device. The mobile application may also be used to upload data to the host device and to participate in the scheduled communication, such as a telephone call. Prior to using the application to participate in the communication, the host device may verify the application by calling it and verbally requesting the entry of verification data. If the advisor enters correct data, the application will be considered verified, and the advisor can use it to participate in the scheduled communication with the client.

公开(公告)号：US10063706B2

公开(公告)日：2018-08-28

申请号：US14613870

申请日：2015-02-04

Applicant: International Business Machines Corporation

Inventor： Kelly Abuelsaad ,  Soobaek Jang ,  Maneesh Mehra ,  Renier R. Morales ,  Michael S. Rieth

IPC: H04W4/06 ,  H04M3/56

CPC classification number: H04M3/565 ,  H04M2201/16 ,  H04M2203/2072 ,  H04M2203/5081 ,  H04W4/06

Abstract: In general, embodiments of the present invention relate to conference management. Specifically, sequentially scheduled conferences (e.g., conference calls) are determined for a conference participant. The connection details (e.g., call-in details) for the second of the two conferences are retrieved. If the conference is not over when the second conference is scheduled to begin, a connection is initiated with the second conference using the connection details while maintaining a connection to the first conference.

公开(公告)号：US20180115647A1

公开(公告)日：2018-04-26

申请号：US15850807

申请日：2017-12-21

Applicant: Unify GmbH & Co. KG

Inventor： Jurgen Luers ,  Ingolf Thiele

IPC: H04M3/523 ,  H04M3/46 ,  H04M3/42

CPC classification number: H04M3/5235 ,  H04M3/42365 ,  H04M3/46 ,  H04M3/5232 ,  H04M3/54 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/2038 ,  H04M2203/551 ,  H04M2203/556

Abstract: A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

公开(公告)号：US09924038B2

公开(公告)日：2018-03-20

申请号：US15397661

申请日：2017-01-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  G06Q10/06

CPC classification number: H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

Abstract: In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

公开(公告)号：US09888123B2

公开(公告)日：2018-02-06

申请号：US15431308

申请日：2017-02-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Michael Rybachenko ,  Ivan Lysiuk

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5235 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/14 ,  H04M2201/16

Abstract: A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

公开(公告)号：US20170223191A1

公开(公告)日：2017-08-03

申请号：US15491342

申请日：2017-04-19

Applicant: Unify GmbH & Co. KG

Inventor： Jurgen Luers ,  Ingolf Thiele

IPC: H04M3/523 ,  H04M3/46

CPC classification number: H04M3/5235 ,  H04M3/42365 ,  H04M3/46 ,  H04M3/5232 ,  H04M3/54 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/2038 ,  H04M2203/551 ,  H04M2203/556

Abstract: A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

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.

公开(公告)号：US20170086060A1

公开(公告)日：2017-03-23

申请号：US15372574

申请日：2016-12-08

Applicant: International Business Machines Corporation

Inventor： Nataraj Shivashankaraiah

IPC: H04W8/18 ,  H04M1/2745 ,  H04M3/42 ,  H04W4/14

CPC classification number: H04W8/183 ,  H04M1/274508 ,  H04M1/274533 ,  H04M1/274575 ,  H04M1/274583 ,  H04M1/56 ,  H04M1/72519 ,  H04M3/4211 ,  H04M3/424 ,  H04M3/44 ,  H04M11/00 ,  H04M15/06 ,  H04M2201/16 ,  H04M2242/18 ,  H04M2250/60 ,  H04W4/14

Abstract: A tool for contacts management and automated calling. The tool displays, by one or more computer processors, a contact page for adding a contact, wherein the contact page includes at least one conditional flow statement field. The tool program prompts, by one more computer processors, to configure the at least one conditional flow statement field. The tool saves, by one or more computer processors, the contact based on the at least one control flow statement field. The tool initiates, by one or more computer processors, an automated call to the contact based, on the at least one conditional flow statement field. The tool applies, by one or more computer processors, the at least one conditional flow statement field to the automated call to the contact.