发明授权
- 专利标题: Method and system for aurally positioning voice signals in a contact center environment
- 专利标题(中): 语音信号在联络中心环境中的方法和系统
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申请号: US12555413申请日: 2009-09-08
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公开(公告)号: US08363810B2公开(公告)日: 2013-01-29
- 发明人: John H. Yoakum , Tony McCormack , John Costello
- 申请人: John H. Yoakum , Tony McCormack , John Costello
- 申请人地址: US NJ Basking Ridge
- 专利权人: Avaya Inc.
- 当前专利权人: Avaya Inc.
- 当前专利权人地址: US NJ Basking Ridge
- 代理机构: Withrow & Terranova, PLLC
- 主分类号: H04M3/42
- IPC分类号: H04M3/42 ; H04M1/00 ; H04M3/00 ; H04M5/00 ; H04L12/16 ; H04Q11/00
摘要:
A contact center media server for aurally positioning participants of a contact center transaction at aural positions designated by a contact center agent. The media server includes a communications interface coupled to a controller and adapted to interface with a plurality of voice paths. Each of the voice paths is associated with one of a plurality of participants in a contact center transaction. A three-dimensional (3D) spatializer engine is coupled to the controller and can receive incoming voice signals received over voice paths and corresponding aural position data. The 3D spatializer engine processes the incoming voice signals and generates outgoing voice signals that include signal characteristics that aurally position the first outgoing voice signals at an aural position with respect to the contact center agent indicated by the aural position data.