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    Silent monitoring in a voice-over-data-network environment
    1.
    发明公开
    Silent monitoring in a voice-over-data-network environment 有权
    在画外音数据网络环境无声监控

    公开(公告)号：EP0981238A3

    公开(公告)日：2003-07-23

    申请号：EP99112088.2

    申请日：1999-06-23

    申请人： Siemens Information and Communication Networks Inc.

    发明人： Shaffer, Shmuel ,  Beyda, William ,  Skrzynski, Mark ,  Gheorghiu, Florin M.

    IPC分类号： H04M3/22 ,  H04M3/51 ,  H04L12/26

    CPC分类号： H04M3/5191 ,  H04L63/304 ,  H04M3/2281 ,  H04M3/42221 ,  H04M3/5175 ,  H04M7/006

    摘要： A system and method for silent Automatic Call Distributor (ACD) call monitoring in a telephony over LAN environment includes an ACD agent terminal (10) for handling incoming calls from customers. A first call (15) between the agent terminal and a customer terminal (14) includes agent voice data (16) and customer voice data (18). After the agent terminal has set up (46 and 64) the first call with the customer terminal, the agent terminal receives (48 and 66) a monitoring call setup request (22) from a supervisor terminal (12). In response to the call setup request, the agent terminal cooperates with the supervisor terminal to establish (50 and 68) a monitoring call over which the agent terminal transmits the agent voice data and the customer voice data to the supervisor terminal. The agent terminal monitors (56 and 76) the first call for simultaneously transmitted agent voice data and customer voice data. In order to minimize transmission delay in the monitoring call, the agent and customer voice data which was simultaneously transmitted in the first call is reformatted for transmission in the monitoring call. In a preferred embodiment, agent voice data bytes are multiplexed (60) with customer voice data bytes in a consecutively sequential manner and the resulting combination voice data packets are transmitted (62) over the monitoring call. In a second embodiment, the framing of voice data packets in the customer and agent voice data streams is shifted (80) prior to alternately transmitting (82) customer and agent voice data packets over the monitoring call.

    Apparatus and method for automated voice analysis in ACD silent call monitoring
    2.
    发明公开
    Apparatus and method for automated voice analysis in ACD silent call monitoring 有权
    装置和方法用于在自动呼叫分配系统中的无声呼叫监视自动语音信号分析

    公开(公告)号：EP0981237A3

    公开(公告)日：2003-10-29

    申请号：EP99112086.6

    申请日：1999-06-23

    申请人： Siemens Information and Communication Networks, Inc.

    发明人： Shaffer, Shmuel ,  Beyda, William ,  Skrzynski, Mark ,  Gheorghiu, Florin M.

    IPC分类号： H04M3/50 ,  H04M3/51 ,  H04M3/22

    CPC分类号： H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40

    摘要： A method and system for automated silent call monitoring in an automatic call distributor (ACD) environment includes configuring (34) a set of call performance profiles which include voice data patterns which are descriptive of voice data transmissions during an ACD call and which are associated with substandard agent performance. Each voice data pattern has a corresponding threshold which represents the maximum number of detections tolerated in an ACD call prior to execution (50) of a notification routine. A digital signal processor (22) (DSP) monitors (40) a first call between an agent terminal (10) and a customer terminal (12) for the voice data patterns and stores (42) detection data in memory (26) upon detecting of one of the voice data patterns. A central processor unit (30) (CPU) compares the number of detections of the voice patterns within predetermined time intervals to the threshold numbers of detections represented in the thresholds to determine (44) if any threshold has been exceeded. If no thresholds have been exceeded, the DSP continues to monitor for the voice data patterns. If a threshold has been exceeded, the CPU executes the notification routine wherein a supervisor terminal (14) and the agent terminal are notified of the exceeded threshold. A supervisor notification can include an option to establish (52) a direct monitoring session for the first call and an option to transfer (56) the first call to the supervisor terminal. An agent notification preferably includes call performance analysis which provides suggestions for improving call performance which are responsive to the detected voice data patterns.

    System and method for distributed call signalling in telephony-over-lan networks
    5.
    发明公开
    System and method for distributed call signalling in telephony-over-lan networks 有权
    在LAN-Netzen的系统和Verfilens虚拟机安装在Telefoniefunktionalität

    公开(公告)号：EP1026861A2

    公开(公告)日：2000-08-09

    申请号：EP00300945.3

    申请日：2000-02-07

    申请人： Siemens Information and Communication Networks Inc.

    发明人： Shaffer, Shmuel ,  Beyda, William J. ,  Skrzynski, Mark

    IPC分类号： H04L12/66 ,  H04M11/06

    CPC分类号： H04L12/6402

    摘要： In a system and method according to the invention, a gateway 106 to an H. 323 network is configured to monitor and intercept in-band signaling from external networks. The gateway 106 further provides to the H.323 terminal 102 out-of-band signaling indicative of the nature of the in-band signaling received from the external network. If the signaling changes, the gateway 106 provides this information to the H.323 terminal 102. The gateway 106 thus prevents the need to cut through audio channels for ringback tones or busy signals.

    摘要翻译： 在根据本发明的系统和方法中，向H.323网络的网关106被配置为监视和截取来自外部网络的带内信令。 网关106还向H.323终端102提供表示从外部网络接收的带内信令的性质的带外信令。 如果信令改变，则网关106向H.323终端102提供该信息。因此，网关106防止切断音频信道以进行回铃音或繁忙信号。

    System and method for dynamically altering digital voice mixing location in ACD silent monitoring
    8.
    发明公开
    System and method for dynamically altering digital voice mixing location in ACD silent monitoring 有权
    系统和方法，用于动态地改变为数字化的语音的混合点，而无需使用ACD

    公开(公告)号：EP1093283A1

    公开(公告)日：2001-04-18

    申请号：EP99112085.8

    申请日：1999-10-11

    申请人： Siemens Information and Communication Networks Inc.

    发明人： Shaffer, Shmuel ,  Beyda, William ,  Skrzynski, Mark ,  Gheorghiu, Florin M.

    IPC分类号： H04M7/00 ,  H04M3/51

    CPC分类号： H04M3/51 ,  H04M3/2281 ,  H04M3/5175 ,  H04M7/006

    摘要： A method and system for enabling dynamic location of a voice and video mixing site in a telephony over LAN (TOL) automatic call distributor (ACD) system includes establishing a first call (15) between an ACD agent terminal (10) and a customer terminal (14), wherein the first call includes first voice data (16) transmitted from the agent terminal and second voice data (18) transmitted from the customer terminal. Upon receiving a monitoring session request (26) from an ACD supervisor terminal (12), agent processor monitoring circuitry (30) determines whether sufficient agent processor resources are available to mix (50) voice, and if applicable, video data samples. If sufficient agent processor resources are available, an agent terminal call control (28) cooperates with a supervisor terminal call control (34) to establish a first monitoring call (17). The agent call control monitors (55) the first call for simultaneously transmitted agent and customer voice and video data. A voice/video (32) mixer integrates the simultaneously transmitted agent and customer voice and video data which are transmitted (58) over the first monitoring call to the supervisor terminal. If sufficient agent processor resources are not available, the agent call control determines (74) if sufficient network bandwidth is available to establish second and third monitoring calls (22 and 24). If sufficient bandwidth is available, the agent call control establishes (82) the second and third monitoring calls over which the first and second voice and video data are transmitted. The monitoring of the agent processor resource level is continuous throughout a monitoring session. If sufficient resources are available in the agent terminal, the voice data mixing is performed at the agent terminal.

    摘要翻译： 一种用于在ACD代理终端通过LAN（TOL）自动呼叫分配器（ACD）系统包括建立第一呼叫（15）之间能够在电话语音和视频混合网站的动态位置的方法和系统（10）和一个用户终端 （14），其中所述第一呼叫包括第一语音数据（16）反式mitted从代理终端和第二语音数据（18）反式mitted从客户终端。 当在ACD负责人终端（12），代理处理器监视电路（30）是否bestimmt充剂处理器资源可用来混合（50）的声音，并且如果适用的话，视频数据样本从接收监视会话请求（26）。 如果有足够的代理处理器资源可用，代理终端的呼叫控制（28）与主管终端配合的呼叫控制（34），以建立第一监视呼叫（17）。 代理呼叫控制监视器（55），所述第一呼叫用于同时反mitted剂和顾客的语音和视频数据。 语音/视频（32）集成混合器哪些是在第一监视呼叫到管理终端反mitted（58）的同时反式mitted剂和顾客的语音和视频数据。 如果有足够的代理处理器资源不可用，则代理呼叫控制bestimmt（74）是否有足够的网络带宽可用建立第二和第三监视电话（22和24）。 如果有足够的带宽可用，代理呼叫控制建立（82），第二和第三电话监控在其第一和第二语音和视频数据是反式mitted。 代理处理器资源水平的监控是在整个监视会话持续。 如果有足够的资源在代理终端可用的，所述语音数据混合在该代理终端执行。

    Silent monitoring in a voice-over-data-network environment
    9.
    发明公开
    Silent monitoring in a voice-over-data-network environment 有权
    StilleÜberwachung在einer Sprach-über-Datennetzwerk Umgebung

    公开(公告)号：EP0981238A2

    公开(公告)日：2000-02-23

    申请号：EP99112088.2

    申请日：1999-06-23

    申请人： Siemens Information and Communication Networks Inc.

    发明人： Shaffer, Shmuel ,  Beyda, William ,  Skrzynski, Mark ,  Gheorghiu, Florin M.

    IPC分类号： H04M3/50 ,  H04M3/22

    CPC分类号： H04M3/5191 ,  H04L63/304 ,  H04M3/2281 ,  H04M3/42221 ,  H04M3/5175 ,  H04M7/006

    摘要： A system and method for silent Automatic Call Distributor (ACD) call monitoring in a telephony over LAN environment includes an ACD agent terminal (10) for handling incoming calls from customers. A first call (15) between the agent terminal and a customer terminal (14) includes agent voice data (16) and customer voice data (18). After the agent terminal has set up (46 and 64) the first call with the customer terminal, the agent terminal receives (48 and 66) a monitoring call setup request (22) from a supervisor terminal (12). In response to the call setup request, the agent terminal cooperates with the supervisor terminal to establish (50 and 68) a monitoring call over which the agent terminal transmits the agent voice data and the customer voice data to the supervisor terminal. The agent terminal monitors (56 and 76) the first call for simultaneously transmitted agent voice data and customer voice data. In order to minimize transmission delay in the monitoring call, the agent and customer voice data which was simultaneously transmitted in the first call is reformatted for transmission in the monitoring call. In a preferred embodiment, agent voice data bytes are multiplexed (60) with customer voice data bytes in a consecutively sequential manner and the resulting combination voice data packets are transmitted (62) over the monitoring call. In a second embodiment, the framing of voice data packets in the customer and agent voice data streams is shifted (80) prior to alternately transmitting (82) customer and agent voice data packets over the monitoring call.

    摘要翻译： 用于在LAN环境中的电话中的无声自动呼叫分配器（ACD）呼叫监控的系统和方法包括用于处理来自客户的来电的ACD代理终端（10）。 代理终端和客户终端（14）之间的第一呼叫（15）包括代理语音数据（16）和客户语音数据（18）。 在代理终端已经与客户终端建立（46和64）第一次呼叫之后，代理终端从监控终端（12）接收（48和66）监控呼叫建立请求（22）。 响应于呼叫建立请求，代理终端与监控终端协作建立（50和68）监听呼叫，代理终端通过该监听呼叫将代理语音数据和客户语音数据发送给主管终端。 代理终端监视（56和76）第一次呼叫同时发送的代理语音数据和客户语音数据。 为了最小化监视呼叫中的传输延迟，在第一呼叫中同时发送的代理和客户语音数据被重新格式化以便在监视呼叫中传输。 在优选实施例中，代理语音数据字节以连续顺序方式与客户语音数据字节多路复用（60），并且所得到的组合语音数据分组通过监视呼叫发送（62）。 在第二实施例中，在通过监视呼叫交替发送（82）客户和代理语音数据分组之前，客户和代理语音数据流中的语音数据分组的成帧被移位（80）。