公开(公告)号：US20170163804A1

公开(公告)日：2017-06-08

申请号：US15438593

申请日：2017-02-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Prakash Bhagwan Durgani ,  Lei Huang ,  Charles Qichi Lu ,  Rong Ma ,  Vadim Snitkovsky

IPC: H04M3/51 ,  G10L25/78 ,  G10L25/51 ,  H04M3/42

CPC classification number: H04M3/5158 ,  G10L25/51 ,  G10L25/78 ,  H04M3/42161 ,  H04M3/533 ,  H04M2201/40 ,  H04M2203/2027 ,  H04M2242/18

Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

公开(公告)号：US10051131B2

公开(公告)日：2018-08-14

申请号：US15294661

申请日：2016-10-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Michael Jerry Saylor ,  Ahmed Tewfik Bouzid ,  Prakash Bhagwan Durgani ,  David James Rennyson ,  Prasanna Sajeewa Naleen Perera

IPC: H04M1/64 ,  H04M7/00 ,  H04M3/493

CPC classification number: H04M3/493 ,  G06F9/451 ,  H04M1/72552 ,  H04M3/42059 ,  H04M3/4938 ,  H04M7/0036 ,  H04M7/006 ,  H04M2203/2066 ,  H04M2203/252 ,  H04W4/16

Abstract: Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

公开(公告)号：US10447854B2

公开(公告)日：2019-10-15

申请号：US15438593

申请日：2017-02-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Prakash Bhagwan Durgani ,  Lei Huang ,  Charles Qichi Lu ,  Rong Ma ,  Vadim Snitkovsky

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/533 ,  H04M3/42 ,  G10L25/51 ,  G10L25/78 ,  H04L12/66

Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

公开(公告)号：US20170118349A1

公开(公告)日：2017-04-27

申请号：US15294661

申请日：2016-10-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Michael Jerry Saylor ,  Ahmed Tewfik Bouzid ,  Prakash Bhagwan Durgani ,  David James Rennyson ,  Prasanna Sajeewa Naleen Perera

IPC: H04M7/00 ,  H04M3/493

CPC classification number: H04M7/0036 ,  G06F9/451 ,  H04M1/72552 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/4938 ,  H04M7/006 ,  H04M2203/2066 ,  H04M2203/252 ,  H04W4/16

Abstract: Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

公开(公告)号：US09578170B2

公开(公告)日：2017-02-21

申请号：US14817127

申请日：2015-08-03

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ahmed Tewfik Bouzid ,  Prakash Bhagwan Durgani ,  Lei Huang ,  Charles Qichi Lu ,  Rong Ma ,  Vadim Snitkovsky

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/533 ,  H04M1/00 ,  G10L19/00

CPC classification number: H04M3/5158 ,  G10L25/51 ,  G10L25/78 ,  H04M3/42161 ,  H04M3/533 ,  H04M2201/40 ,  H04M2203/2027 ,  H04M2242/18

Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Abstract translation: 呼叫被放置到通信设备。 从与通信设备相关联的呼叫接收者接收到对呼叫的响应。 接收到的响应是根据一组参数进行处理的。 基于对接收到的响应的处理，确定呼叫接收者是人还是应答机。 如果确定呼叫接收者是人，则呼叫以第一方式处理。 如果确定呼叫接收者是应答机，则以与第一种方式不同的第二种方式处理呼叫。